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ECC AM S8 MODULE 1 L6
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Active Listening 1
Academic Speaking: Repeat Sentence
Dictation Practice
Phone Call – Part 1: Answering the Phone
Pronunciation Practice—Read Aloud
Vocabulary Booster—SmallTalk
Empathy Bank—Vocabulary Builder
Lesson 2
Daily Dictation: Questions and Answers
Listening Activity: Mock Call Practice—Tech Support Help
Reading Practice—Professional Profile Summaries
Step-by-Step Guide: Write and Read Aloud
Sequencing Words Practice
Technical Vocabulary Quiz
Lesson 3
Message-Taking Simulation—Practice Listening and Note-Taking
Problem–Solution Chain
Listen & Complete the Form
Inquiry Email Writing—Practice Writing Professionally
Polite Requests and Questions
Problem and Solution Collocations
Lesson 4
Video Practice – Can I Have Your Email Address, Please?
Listening Practice – Basic Listening Lesson #01
Dealing with Angry Customers – Reading, Writing & Speaking
Write an Advice Note
Modal Verbs for Advice
Word Stress Practice
Empathy Statements
Call Center Training: Examples of Empathy Statements
Call Center Scenarios – Role-play Carousel
Exploring Empathy Statements – Customer Service Language
My Experience with Bad Service – Email Writing
Empathy Sentence Starters & Tone Practice
Reporting What the Customer Said – Grammar Practice
Lesson 2
The Answering Machine Complaint Listening Practice
Customer Call Role-Play – Reporting with Empathy
Rewrite Complaints Using Reported Speech
Write a Short Email Reply Using Reported Speech and Empathy
Reported Speech Conversion Practice
Choose the Correct Empathy Phrase
Lesson 3
Empathy Role-Play Practice
Listening – Dealing with Angry Customers
Reading and Empathy Response Practice
Writing an Empathetic Response Script
Match Empathy Expressions with Customer Emotions
Advanced Empathy Word Search Challenge
Lesson 4
Customer Complaint Scripts for Role-Read Aloud
Empathy in Action – Role-Play Practice
Writing an Empathetic Reply to an Angry Customer Email
Emotion Identification & Empathy Response Writing
Fill in the Blanks – Empathy Grammar Practice
Match Empathy Phrases to Emotions & Rewrite Using Synonyms
Follow-Up Questions
Follow-up Questions Discussion
Role-Play Activity: Probing Questions for Clarity
Identifying Follow-up Questions in a Transcript
Writing Follow-up Questions
Fill in the Blanks – Follow-up Questions with WH- Words
Match Question Phrases with Their Function
Lesson 2
Opinion Phrase Practice – Work Topic Discussion
Giving Opinions and Asking Follow-Up Questions
Reading Opinions About Work
Writing Your Opinion
Using Opinion Phrases
Matching Adjectives and Supporting Phrases
Lesson 3
Assurance Phrases in Customer Service
Problems at Work – Handling Customer Complaints
Assurance Language Practice – Email Response
Writing an Assurance Email Response
Polite Assurance Phrases – Fill in the Blanks
Matching Assurance Phrases to Situations
Lesson 4
Connected Speech
Describing a simple procedure
Reading a Procedural Text – Describing Steps with Adjectives
Writing a Procedure with Descriptive Adjectives
Describing Procedures with Adjectives
Identifying Connected Speech Features
Customer Care
Call Script Reading – Identifying Greeting and Closing Expressions
Pair Role-Play – Making and Receiving a Call
Dialogue Completion – Professional Phone Conversation
Writing Task: Telephone Dialogue Creation
Grammar Quiz – “Be” Question Forms
Vocabulary Matching – Telephoning Phrases and Functions
Lesson 2
Listening and Completing a Conversation – Issuing a Purchase Order
Speaking Activity: Rephrasing a Procedure Over the Phone
Sequencing Task – Setting Up an Account
Email Writing – Explaining a Procedure with Time Connectors
Adjective Gap Fill – Describing Procedures
Echo Practice – Record Yourself
Lesson 3
Intonation Practice: Rising and Falling Intonation
Echo Practice – Record Yourself
Stress Marking – Highlighting Stressed Words and Contractions
Rewrite Exercise – Making Customer Care Sound Natural
Sentence Rewrite – Using Contractions and Intonation
Connected Speech Matching – Spoken vs. Written Forms
Lesson 4
Cultural Conversation Role-play
Fluency Challenge
Dialogue Reading – Identifying Polite Expressions
Journal Prompt + Follow-up Questions
WH Question Words Practice
Polite Phrases Sort
Evaluations
Role Play – Giving Instructions Over the Phone - L&S
Email Writing (Polite Register) - R&W
Vocabulary Booster - G&V
Instructional Message with Empathy - L&S
Customer Needs Response Email - R&W
Sentence Transformation – Empathy - G&V
Presentation – How to Communicate with Empathy - First Midterm Test
Second Midterm
Mini Debate with Reason-Giving - L&S
Opinion Paragraph - R&W
Questions - G&V
Call Center Simulation – Taking a Message - L&S
Summary – Customer Call Transcript - R&W
Vocabulary Quiz - G&V
Customer Service Simulation Task - Second Midterm Evaluation
Versant Practice
Versant Practice: Day 1
Versant Practice: Day 2
Versant Practice: Day 3
Versant Practice: Day 4
Versant Practice: Day 5
Versant Practice: Day 6
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Managua's programs
LIP
Session 8
Session 9
EPC MGA
EPC AFT
Session 8
EPC SUN
Session 4
EPC Tutoring
EPD MGA
EPD AM
Session 7
Session 8
EPD PM
Session 7
Session 8
EPD SAT
Session 4
Session 5
EPD Tutoring
EPD Tutoring
ECC
ECC AM
Session 8
Session 9
IJEP MGA
Session 3
Session 4
San Marcos' programs
AEP
Session 8
Session 9
OEP
Session 7
Session 8
Session 9
EPC SUN
Session 4
EFL SM
Matagalpa's programs
EPC
Session 4
Session 5
León Programs
EPD
Session 4
Session 5
Chinandega's Programs
EPD CH
Session 1
Session 2
SEAL 2025
Session 1
Session 3
Model Shells
Managua's Programs
LIP
DEP
ECC AM
ECC PM
EPD AM/PM/SAT
EPC AFT/HM
EPC SUN
IJEP
Pruebas
San Marcos' Programs
AEP 2025
OEP
EPC Sun SM
EFL-EPIC AFT/SAT/SM
SEAL
Matagalpa's Programs
EPC
LEÓN´s Programs
EPD
Chinandega's Programs
EPD
BEC
MEL Access
Pruebas
LBC
TOT
Bilingual Education Certificates - BEC
LIT
Teacher Training
Training of Trainers- BPO
Program Professional Dev
LBC
Inductions
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Course information
ECC AM S8 MODULE 1 L6
Teacher:
Jenny Fernanda Ortega Velasquez
Skill Level
:
Beginner
