Explanation:

Role playing is a powerful learning tool, at least for some purposes, but it's one of the least understood training activities. Because of it's power, it has the ability to cause harm in addition to encouraging learning. Here are some points to consider:

Role playing without EXPERT individual feedback is just as likely to reinforce wrong behavior as right behavior.
Where role playing situations are highly charged (e.g. dealing with yelling and angry customers), role playing tends to devolve into laughing and discomfort, which tends to ruin the learning experience.
Role playing should occur only when learners are familiar enough with how they are supposed to practice and behave, or else they will practice the "wrong behavior".