(Solution) Reflection of Role Play

REFLECTION OF ROLE
PLAY

Table of Contents
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Define concept of reflective practice......................................................................................3
Explanation of role play.........................................................................................................4
Reflective statement: What went well in role play.................................................................5
What you would do differently in the future..........................................................................5
CONCLUSION................................................................................................................................6
REFRENCES...................................................................................................................................7

INTRODUCTION
Reflective practice encourages an individual to analyse whole situation systemically that
arise during particular, event as well as activity. This gives the better learning and enhances the
skill as well as knowledge of people in order to encounter any circumstance more effectively in
near future (Bulman and Schutz, 2013). For role play, act as telephone sales advisor of
Vodafone which is basically belongs from telecommunication industry and performs the activity
regarding of the selling of phone and a plan for international call. This report covers the
conversation in between sales advisor and customer. Moreover, emphasis is made on things that
went well in role play and further changes that can be adopted in future to gain better opportunity
in favour of an organisation(Knott, and Scragg, 2016).
MAIN BODY
Define concept of reflective practice
Reflective practice is used to describe the experience of an individual to face particular
situation (Huang, Lin and Huang, 2012). It is basically a continuous learning process that depict
the values or skill set obtained by an individual while performing particular action. Hence, as the
first person share their personal experience due to which verb like I or me is used.
Gibbs reflection model: It is one of the most useful model that describe the whole
reflective cycle. It emphasize on the situation of an individual by defining measures that could be
taken to enhance the performance in future. It include five steps that are defined below (What is
reflective practice?, 2019):
Description: At this stage whatever circumstances faced by an individual is defined in
detail to give better clarification that finally leads helps up in drawing the better conclusion. It
address question like What, When and Where things happened, What was the reaction and result
while facing situation (Westbury, Hopmann and Riquarts, 2012).
Feeling: What he/she thinks or feels while dealing up or experiencing particular
situation. Further, it guide the emotion or feeling before as well as while encountering the
situation and what other person would have felt while experiencing same circumstances.
Evaluation: Evaluation simply means an experience by person. Though the experience is
positive or negative but it lands up making a valuable learning for an individual. Here, analysis is
made on what went well or contribution made by another person for a situation.

Conclusion: Conclusion refer to introspection of situation again by analysing the
information collected as well as effort made by an individual to receive better result. It not only
discusses about positive experience but also what else could have been done to handle it more
smoothly (Redmond, 2017).
Action: It refer to the possible action or corrective measure taken by an individual to deal
again with the similar type of situation effectively that may arise in future.
Therefore, these steps help an organisation along with its team member to handle
situation more effectively in order to achieve organisational objective (Schmeck, 2013).
Explanation of role play
This role play carries the conversion between the sales advisor of Vodafone which is
played be me with one of my colleague that became the customer. The task of sales advisor was
to sell the new phone as well as plan to make an international calls to the customer through
telephonic conversation. Here, me as a sales advisor able to convince the customer by describing
about the specifications of the product like its internal memories range from 62 GB - 128GB
which helps to store various memories of customer, it carries 4GB - 6GB ram as well as dual
camera with 13 and 5 megapixels. Along with that, it has long lasting battery backup which helps
to drain less battery even if its usage is high. Perhaps customer can get all the features at 1000
GPB. Moreover, me as a sales advisor describe about the new plan which was designed to make
international calls at a very cheap rate that is £1.0/min. Such package is designed as a substitute
of various voice calls such as Google voice, WhatsApp, Skype and so on. Thus, respective
customer found it impressive and made decision to avail the offer.
Another learning that can be grabbed from the role play is about felt nervous during
conversation and low in confidence. Due to this, I am not able to apply all my skills and learning
and forget to ask about the different choice of customer regarding their preference in phone in
terms of colour, size etc. Another mistake which is performed from my side is about the
verification of the customer details. Such kind of mistakes restricts me in my future growth and
selling of the products of an organisation with optimum capabilities.

Reflective statement: What went well in role play
The style which is used to present the aspects that are gone well and adverse is known as
reflection. This will includes about the assessment of their own performance and built future
strategies that help to improve further personal and professional career.
In the whole telephonic conversation with the customer the aspect which went well is as
sales advisor able to sale the offer as well as handset. I Successfully convinced customer by
describing them about the basic attributes of product. Along with that I handled their remedy
successfully. Though I was nervous at the time of conversation but still I was reminding myself
that it should not be felt to customer. The main aspect that went as per my expectations includes
answering of questions asked by customer. This will help to satisfy the customer needs and
influence their purchasing decision.
What you would do differently in the future
What went wrong
As the purpose of conversation with the customer was achieved but still there are areas
where I need to work on such as my confidence. I was nervous while interaction due to which
my whole attention was to portrait my image as confident person. This somewhat worked for me
but still apart from specification that I lacked to ask other vital information such as preferred
colour of the handset or its size. Moreover, lack of information creates confusion in the mind of
customer which may delay decision making process. Along with that it may lead to unfavourable
result such as buyer is no more interested in the purchase of product. So this act as an experience
for me to share each and every detail knowledge with the customers and record the personal
details too.
Changes I will adopt
This role play helped me to boost up my confidence as from next time I will be more
confident in handling the situation. To enhance my self confidence skill I will initially take the
help of my friends or colleagues in improving my communications skills. Like, I will
communicate with them regarding the recent plan launched by company. Before interaction with
them I will gain the thorough knowledge regarding the offers offered by company so that I can
handle the situation in an efficient manner. Further, this experience helps me to evaluate my
mistake which will help me while interacting with final customer. Thus, such practice will

reduce my hesitation as a knowledge regarding various offers automatically gives confidence.
Moreover, it help me in future regarding handling of the various telephonic conversation.
Along with that there were few things which I missed to ask, so now onwards I will try to
be more interactive with the customer. I can practice it by preparing check note where I will note
down all the essential point. These notes can be review before as well as while interacting with
the customer. Further, these notes are prepare in a sequential or systematic order that cover
whole insights about the topic of conversation. For instance, while making call some significant
information such as colour or size of handset were not asked. This delay the decision making
process. Thus, check note method help me to improve my skill as vital information not escaped
in any situation. This practice help to remember and always collect the vital information in
respect of customer regarding their personal and other important details. This help to understand
the nature and behaviour similar group of customer and for further future contact.
CONCLUSION
From the above report it has been determined that reflective practice helps in depth
analysis of whole experience that further assist to improvise one's behaviours. This adds up
valuable experience in dealing with further circumstances more efficiently. Moreover, there are
various learning style such as reflectors, pragmatics and so on thus adoption of best suited style
helps an individual to acquire valuable skill as well as knowledge.

REFRENCES
Books and Journal
Bulman, C., & Schutz, S. (Eds.). (2013). Reflective practice in nursing. John Wiley & Sons.
Knott, C., & Scragg, T. (Eds.). (2016). Reflective practice in social work. Learning Matters.
Westbury, I., Hopmann, S., & Riquarts, K. (2012). Teaching as a reflective practice: The
German Didaktik tradition. Routledge.
Redmond, B. (2017). Reflection in action: Developing reflective practice in health and social
services. Routledge.
Schmeck, R. R. (Ed.). (2013). Learning strategies and learning styles. Springer Science &
Business Media.
Huang, E. Y., Lin, S. W., & Huang, T. K. (2012). What type of learning style leads to online
participation in the mixed-mode e-learning environment? A study of software usage
instruction. Computers & Education. 58(1). 338-349.
Online
What is reflective practice?2019. [Online]. Available through:
<https://www.brightknowledge.org/medicine-healthcare/what-is-reflective-practice>.