Lesson Plan: Support Calls in English

During this lesson, you will learn how to make phone calls in English in professional settings.

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Diagnostic (15 Mins)

Task#1A

Write as much as possible about the situation outlined by the professor

1. ____________________________________________________
2. ____________________________________________________
3. ____________________________________________________
4. ____________________________________________________
5. ____________________________________________________
6. ____________________________________________________
7. ____________________________________________________
8. ____________________________________________________
9. ____________________________________________________
10. ____________________________________________________

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Schema Activation (15 Mins)

Task#1B

Unscramble the sentences and create a customer support conversation

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Pre-Task #1 (20 Mins)

Task#1E

Take ten minutes to arrange the questions and then ask these questions to your classmates

Unscramble the words and create questions and think about how you would respond to such questions

Write one of the questions in a piece of paper

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Pre-Task #2 (20 Minutes)

Task#1E

Read the sentence and have a conversation with a partner

One of your is the customer support agent and the other one is the client

Hi, Tech Genius, ___________ speaking,

Hi _______________ I am ___________

How can I help you today?

I am having some issues with my website

What problem are you experiencing exactly?

My website____________________

Can I have your client ID number?

My client ID number is ____________________

Can I have your email address?

My email address is ____________________

Can I have your domain name?

My domain name is ____________________

Can you hold the line for 2 minutes?

sure, no problem

I killed some stuck processes, the site is back online

Thank you so much

Is there anything I can help you with?

Thank you for asking, but everything seems to be fixed mow

Have a wonderful day

You too

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Pre-Task #3 (30 Minutes)

Task#1E

Have a conversation with your classmates

In this task, you will practice what you have learned about making phone calls in English

Instructions:

1. Four students will be customer service agents.
2. The rest of students will be clients who want to customize a Web Application Firewall (WAF).
3. The customer agents will requires this information from you: (1) Your name (2) Client ID number, (3) Server IP Address, (4) Domain Name
4. You can request the following actions (1) blocking a country, (2) blocking an IP address, (3) blocking a user agent (4) blocking an internet service provider

Therefore, follow this structure:

A	Greeting
B	Ask questions mentioned in point #3
C	Ask the clients what he wants
D	Indicate if he has another request
E	Farewell

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Break (20 Minutes)

Task#1F

Have a 20-minute break, so run wild and free

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Main Task (1 Hour)

Task#1G

Have a dialogue conversation with your partner

During you will have a phone conversation with a client, follow these instructions

1. Make pairs.
2. Choose who would be the client and who would be the customer support agent.
3. Keep in mind that the client wants to create a website.
4. The customer agent will help the client choose the best plan for him.
5. Include all parts of a telephone phone conversation.
6. Include these details taken from the Cloudways. (Price of the plan, Hosting Provider, Premium or Standard solution, Data center Location)

The structure of the dialogue should have:

A	Greetings
B	Details of the phone call
C	Farewell

You will have:

A	20 Minutes for dialogue creation
B	20 Minutes for fluency and pronunciation
C	20 Minutes for presentation

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Post-Task (30 Mins)

Task#1H

Write a dialogue with the features outlined by your professor

1. _______________________________________________________________________
2. _______________________________________________________________________
3. _______________________________________________________________________
4. _______________________________________________________________________
5. _______________________________________________________________________
6. _______________________________________________________________________
7. _______________________________________________________________________
8. _______________________________________________________________________
9. _______________________________________________________________________
10. _______________________________________________________________________

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