Scripts create procedures, which help employees to know what to do and in what sequence, for specific situations.

The process of dramatic script development with employees is demonstrated through the identification of the drama, the creation of the playtext and the exploration of subtext. It can be employed by any organization where the nature of the business requires that face-to-face interactions take place between employees and customers

Functional scripts are put in place to help outline the employee's control over certain events, the organisational standard expected from employees and is also used to describe the performance of employees.

Discuss whether it is possible to train employees on how to handle difficult customers by providing them with ‘functional scripts' on what to say and how to act (as compared to ‘dramatic scripts)? (no more than 300 words)