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EPD SAT S5 L11
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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 S5 L11
Teacher:
Joel Guillermo Maradiaga Loredo
Skill Level
:
Beginner
