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  • EPD SAT MGA S4 L11B
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  • Course data
    General
    Online Class
    MEL Code
    Customer Service
    Problem-Solving Discussion (15 minutes) – Group Problem Solving (Speaking/Listening)
    Controlled Practice (15 minutes) – Customer Complaint Dialogues (Speaking/Listening/Reading)
    Extended Practice (25 minutes) – Customer Complaint Role-Play (Speaking/Listening)
    Listening Activity (30 minutes) – Listening to Customer Service Call
    Review and Expand (15 minutes) – Reading: Customer Service Policies (Reading/Writing)
    Writing Task (10 minutes) – Follow-up Email to a Customer (Writing)
    EPD AM - W1 - Monday - Lesson Plan
    Warm-up (10 minutes) – Vocabulary Brainstorming (Speaking/Listening)
    Practice - choose the correct form
    Hanging on the Telephone
    Role-Play Practice (25 minutes) – Handling Difficult Customer Calls (Speaking/Listening)
    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)
    Warm-up (10 minutes) – Verb Forms Brainstorm (Speaking/Listening)
    Practice these three exercises
    Infitive vs Gerund grammar
    Responding to Customer Concerns
    Warm-up (10 minutes) – Brainstorm: Customer Concerns (Speaking/Listening)
    Role-Play Practice (25 minutes) – Customer Complaints Handling (Speaking/Listening)
    Listening Activity (30 minutes) – Customer Service Call Analysis (Listening/Writing)
    Controlled Practice (15 minutes) – Matching Expressions (Reading/Writing)
    Vocabulary- Complain
    Gerund of infinitive worksheet
    Generating and Presenting Ideas
    English Grammar Quiz:Gerund and Infinitive।10 English Quiz।।Video
    How to Remember Which Verbs are Followed by Gerunds and Which Verbs are Followed by Infinitives
    Writing exercise-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
    Warm-Up Activity (10 minutes)
    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
    Vocabulary Introduction & Matching Worksheet
    How to Communicate
    Activity 1: Warm-up Discussion (10 minutes)
    Activity 2: Conditional Listening Task (15 minutes)
    Activity 3: Scenario-Based Role Play (25 minutes)
    Activity 4: Conditional Story Writing (30 minutes)
    Activity 5: Reading Comprehension with Conditionals (15 minutes)
    English Grammar: Gerunds & Infinitives; Remember
    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
    Listening exercise- ED ending sound
    Past tense of regular verbs- Pronunciation (Listening)
    Reading practice- First conditional
    Writing exercise-First conditional
    Past tense of regular verbs- Pronunciation
    Second conditional- Explanation
    Short Report
    Speaking quiz- First conditional
    First Conditional - English Conversation Practice
    Writing quiz- First conditional
    Reading comprehension- Innovation in business
    First and second conditionals- Exercise
    Vocabulary- practice exercise
    The past perfect
    Short report Guidelines
    Evaluations
    SPEAKING A Premium Service Role-play
    WRITING Customer Service Reflection
    READING "The Customer is not Always King"
    GRAMMAR Gerunds Vs. Infinivites
    SPEAKING An angry customer!
    My English Lab UNIT 7
    MIDTERM TEST
    Second Midterm
    READING "Three tips for effective workplace communication"
    WRITING Conditionals' Story
    SPEAKING My Story (conditionals)
    SPEAKING Closing a deal Role-play
    LISTENING Second Conditional
    My English Lab Unit 8
    FINAL TEST
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    Course information

    EPD SAT MGA S4 L11B

    • Teacher: Gabriela Ankara Flores Gonzalez
    Skill Level: Beginner

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