Curated OER
Interpersonal Communications: Customer Service
High schoolers, who may soon be entering the workplace, read and discuss a case study in which a business service representative has an unpleasant confrontation with a customer that results in a lost sale. Groups review three questions...
Curated OER
Customer Service Skills
Students discuss and identify customer service skills. They examine customer's notions of justice and the three types of customer service delivery. They role-play different scenerios as well.
Curated OER
Asda in a Pickle After Rat Found in Gherkins
Practice reading and speaking through a simulation activity in which learners role-play as store managers and angry customers. The class also reviews present and past-perfect tenses. Extensions and a print-friendly handout are provided.
Curated OER
Compare Ethical And Non-ethical Workplace Attitudes
Students interpret work-related situations and communicate (written or verbal) ethical responses. They l include in their response the impact of the ethical consideration in the scenarios on customer service. They create another...
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The Egg Drop
High schoolers design and create a container that allows a raw egg to drop from the second floor of a building without breaking. They develop and compute an invoice for project expenses using spreadsheet software. Students role-play a...
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Developing Good Written Communication Skills and the Word Processing Student
Students are introduced to the skills needed to complete a word processing assignment. In groups, they identify the reasons why it is important to communicate in different situations and participate in role-playing exercises. They...
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Know Your Telephone
Young scholars describe the parts of a cell phone and role-play a phone call to a customer service representative. They compare/contrast the price of owning and using a cell phone in the U.S. and Venezuela.
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ADULT ESOL LESSON PLAN--Level 5--Time and Money
Students, after defining and reviewing the extensive list of vocabulary words on the board, examine various banking systems and terms (loans, interest rates, investments, mortgages, etc.). They also show mastery of this task by...
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Using and Paying for Electricity: Talking About Your Bill
Students practice using vocabulary associated with an electric bill. They conjugate verbs into the different tenses. They participate in a role-play in which they practice pronouncing the words.
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Demonstrate Selling Skills in Travel and Tourism Contexts
Students examine how different organizations use selling. They interpret data and analyze customer needs. They practice their selling skills in a sports tourism market.