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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...
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Test Your Speaking and Listening Skills - Customer Complaint Role Play – “The Customer Is Not Always Right!”
For this oral language worksheet, students listen as the teacher repeatedly reads a situation that involves a customer complaint. They write down the main points before working in small groups to develop a role play of the scenario.
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Customer Role Play
In this ESL worksheet, students listen to a story about a customer complaint. Students work in small groups to develop a role play showing what happened and write a letter of complaint to the customer service manager.
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ESL Role Playing: Going To A Cafe
In this ESL worksheet, learners collaborate with classmates to role play going to a cafe to order coffee. Students use the dialogue provided. The vocabulary in the dialogue is typical of UK citizens and may be confusing to others.
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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.
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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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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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Requesting and Canceling Utilities by Phone
High schoolers define new vocabulary associated with adding and canceling utilities by phone. They listen to a sample phone conversation between a customer and the utilities representative. They role play a telephone conversation with...
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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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Collect the Eggs Game
In this Eggs Game worksheet, students cut out and put together the game board, tokens, cards and game spinner. Students try to collect the most eggs cards while playing the game.
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Kinder Bakeshop
Students create a bakery where they sell cookies for a week. Students identify and interpret how to make their own money and deposit it into their bank accounts. Students also identify how to withdraw money from these accounts in order...