The call that went badly
A technician takes a call from an upset teacher whose lesson has crashed. He rushes, uses a lot of jargon and the teacher hangs up angry.
He can forget it, or he can learn from it. A reflective cycle gives six steps for learning from what happened.
By the end of this lesson
Note
I can use the six stages of Gibbs' cycle to reflect on a support incident.
Key words
| Word | What it means |
|---|---|
| Reflection | thinking carefully about what you did and why |
| Description | saying what happened, as facts |
| Evaluation | judging what went well and what went badly |
| Analysis | working out why it happened |
| Action plan | the steps you will take next time |
| Cycle | steps that repeat and lead back to the start |
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3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.
Six stages of reflection
Description: what happened? Facts only.
Feelings: what did you think and feel?
Evaluation: what was good and what was bad?
Analysis: why did it go that way?
Conclusion: what else could you have done?
Action plan: what will you do next time?
Worked example: the angry call
| Stage | In the example |
|---|---|
| Description | A teacher's lesson crashed. I used jargon. She hung up. |
| Feelings | I felt rushed and nervous, then upset |
| Evaluation | Good: I knew the fix. Bad: she did not understand me |
| Analysis | I did not listen first and I hurried because the queue was long |
| Conclusion | I could have asked what she saw and spoken more slowly |
| Action plan | Next time: ask first, use plain words, ring back to check |
The cells students fill in are left blank in this preview.
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3 questionsYour answers are marked here and are not kept. A college account keeps every student’s marks.