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  • ECC AM S8 MODULE 3 L6
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    General
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    Announcements
    Advanced Sales Techniques
    Lesson Plan - M3L6 W1 - Monday
    1. Listening and Speaking
    3. Listening and Speaking
    4. Listening and Speaking
    2. Reading and Writing
    5. Reading and Writing
    Lesson 2
    Lesson 3
    Lesson 4
    Multicultural Communication in Call Centers
    Lesson Plan W2 - Monday
    Listening and Speaking (10 Minutes) - “Cultural Communication Snapshots”
    Listening and Speaking (20 Minutes) - “Role-Play: Navigating Miscommunications”
    Reading and Writing (15 Minutes) - “Message Mapping”
    Reading and Writing (20 Minutes) - “Email Responses Across Cultures”
    Grammar and Vocabulary (25 Minutes) - “Tone and Politeness Practice”
    Lesson Plan W2 - Monday
    Listening and Speaking (10 Minutes) - “Cultural Communication Snapshots”
    Listening and Speaking (20 Minutes) - “Role-Play: Navigating Miscommunications”
    Reading and Writing (15 Minutes) - “Message Mapping”
    Reading and Writing (20 Minutes) - “Email Responses Across Cultures”
    Grammar and Vocabulary (25 Minutes) - “Tone and Politeness Practice”
    Lesson 2
    Lesson Plan W2 Tuesday
    Listening and Speaking - Tone Recognition Challenge (10 minutes)
    Speaking and Listening - Tone Adaptation Role-Play (25 minutes)
    Listening and Speaking - Simulated Customer Call (20 minutes)
    Reading and Writing - Formal vs. Informal Language Matching (15 minutes)
    Reading and Writing - Drafting Culturally Adapted Emails (20 minutes)
    Vocabulary Review and Tone Phrases (10 minutes)
    Lesson Plan W2 Tuesday
    Listening and Speaking - Tone Recognition Challenge (10 minutes)
    Speaking and Listening - Tone Adaptation Role-Play (25 minutes)
    Listening and Speaking - Simulated Customer Call (20 minutes)
    Reading and Writing - Formal vs. Informal Language Matching (15 minutes)
    Reading and Writing - Drafting Culturally Adapted Emails (20 minutes)
    Vocabulary Review and Tone Phrases (10 minutes)
    Lesson 3
    Lesson Plan W2 - Wednesday
    Listening and Speaking - Identifying Cultural Misunderstandings
    Speaking - Role-Play to Diffuse Misunderstandings
    Reading and Writing - Cultural Perception Analysis
    Reading and Writing - Identifying Culturally Sensitive Language
    Vocabulary Review - Diffusing Tension Phrases
    Sentences Completion
    Read the Article: Below is a 300-word article for you to read.
    Lesson Plan W2 - Wednesday
    Listening and Speaking - Identifying Cultural Misunderstandings
    Speaking - Role-Play to Diffuse Misunderstandings
    Reading and Writing - Cultural Perception Analysis
    Reading and Writing - Identifying Culturally Sensitive Language
    Vocabulary Review - Diffusing Tension Phrases
    Sentences Completion
    Read the Article: Below is a 300-word article for you to read.
    Versant Preparation
    Dictation
    Reading aloud
    Speaking Drill: Speed and Clarity Practice (15 min)
    Paired Fluency Practice: Dialogue Simulation (25 min)
    Listening Comprehension and Pronunciation Imitation (20 min)
    Intonation and Stress Patterns Practice (20 min)
    Warm-Up: Pronunciation Focus - Key Customer Service Terms (10 min)
    Sentence Build
    Lesson 4
    Everything you need to know about the Versant tests
    Versant Test Demo Video
    Versant Test - All Parts
    Warm-Up Discussion: Common Customer Questions (Listening and Speaking) - 10 mins
    Rapid Response Drill (Listening and Speaking) - 15 mins
    Paraphrasing Practice (Listening and Speaking) - 25 mins
    Listening Comprehension: Identifying Key Details (Listening) - 20 mins
    Customer Inquiry Role-Play (Listening and Speaking) - 20 mins
    Lesson 2
    Speaking Drill: Speed and Clarity Practice (15 min)
    Paired Fluency Practice: Dialogue Simulation (25 min)
    Listening and Summarizing Practice (20 min)
    Reading Warm-Up - Key Vocabulary Review (10 min)
    Reading for Main Ideas (15 min)
    Collaborative Reading and Summary Exercise (20 min)
    Summarizing Task - Article Summary (25 min)
    Lesson 4
    Quality Assurance and Performance Metrics
    Lesson 2
    Lesson 3
    Lesson 4
    Evaluations
    L&S Presentation of Persuasive Pitch and Product Benefits
    R&W Cultural Differences in Call Centers - Reading Comprehension and Summary
    G&V: Multicultural Communication
    L&S Role-Play Exercise for Building Rapport and Identifying Customer Needs
    G&V Vocabulary Quiz on Sales and Cultural Communication Terminology
    Listening Test
    Mid Term
    Sentences Building: Speaking
    Reading Comprehension and Summarizing
    Podcast: Speaking
    Dictations
    Repeat the sentences: G
    Final Test
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  • Session 8
  • Session 9
EPC MGA
EPC AFT
  • Session 8
EPC SUN
  • Session 4
  • EPC Tutoring
EPD MGA
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  • Session 7
  • Session 8
EPD PM
  • Session 7
  • Session 8
EPD SAT
  • Session 4
  • Session 5
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  • EPD Tutoring
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ECC AM
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  • 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
  • Teacher Training
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    Course information

    ECC AM S8 MODULE 3 L6

    • Teacher: Katerin de los Angeles Garcia Duarte
    Skill Level: Beginner

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