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EPD SAT MGA S4 L11A
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Course data
General
Online Class
MEL Code
Customer Service
Problem-Solving Discussion (15 minutes) – Group Problem Solving (Speaking/Listening)
Listening Activity (30 minutes) – Listening to Customer Service Call
Writing Task (10 minutes) – Follow-up Email to a Customer (Writing)
Practice - choose the correct form
Hanging on the Telephone
Problem-Solving Discussion (15 minutes) – Group Decision Making (Speaking/Listening)
Controlled Practice (15 minutes) – Verb Classification (Reading/Writing)
Review and Expand (15 minutes) – Reading: Customer Service Emails (Reading/Writing)
Practice these three exercises
Infitive vs Gerund grammar
Responding to Customer Concerns
Role-Play Practice (25 minutes) – Customer Complaints Handling (Speaking/Listening)
Vocabulary- Complain
Gerund of infinitive worksheet
Generating and Presenting Ideas
How to Remember Which Verbs are Followed by Gerunds and Which Verbs are Followed by Infinitives
Reading-Gerunds and Infinitives
Common verbs followed by a gerund:
Common verbs followed by an infinitive
Verbs followed by a gerund or infinitive with little to no change in meaning
External "thank you" Email
Communication
Business Workshop 8
Customer Service Sample Call - Product Refund
Writing practice- Thank you email
What is a Thank You Email? and Why is Sending a Thank You Email Important?
Review- Verbs folllowed by gerunds and infinitives
How to Communicate
Activity 1: Warm-up Discussion (10 minutes)
Activity 2: Conditional Listening Task (15 minutes)
Activity 4: Conditional Story Writing (30 minutes)
First Conditional grammar
Second Conditional grammar
Closing a Deal
Activity 1: Warm-up Discussion (10 minutes) – Speaking
Activity 4: Listening Activity – Negotiation Simulation (30 minutes) – Listening and Speaking
Activity 2: Vocabulary Focus (15 minutes) – Reading and Writing
Activity 1: Written Negotiation – Email Simulation (15 minutes) – Writing
Activity 3: Role-Play Practice (25 minutes) – Speaking (Vocabulary)
Activity 3: Final Reflection (10 minutes)
Talking about Priorities
Past tense of regular verbs- Pronunciation (Listening)
Reading practice- First conditional
Second conditional- Explanation
Short Report
First Conditional - English Conversation Practice
Vocabulary- practice exercise
The past perfect
Short report Guidelines
Evaluations
Assignment#1 HOW TO -Speaking
Assignment#2 MEL - G and V
Assignment 3 - Roleplay
Assignment#4- MEL G and V
Assignment#5- Thank you email.
Assignment#6 MEL Writing
MIDTERM test - Business Workshop, page 100
Second Midterm
Assignment #1 Closing a deal presentation
Assignment#3 MEL
Assignment#2 First and Second Conditional
Final test
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Course information
EPD SAT MGA S4 L11A
Teacher:
Julio José Figueroa Munguía
Skill Level
:
Beginner
