Failing to plan is planning to fail.

República Dominicana
MINISTERIO DE EDUCACION SUPERIR CIENCIA Y TECNOLOGIA
ENGLISH IMMERSION PROGRAM
LESSON PLAN

LEVEL: Advanced-Call Centers English Skills. TEXTBOOK: Contact us Unit 4

ClASS: DATE: November 28th, 2013

Lesson Objectives: After this class students will be able to:

Lesson Topics: Defusing Anger a) Convince a customer to continue using a product or service.
Time: 8:00 – 12:00 b) Give instructions for canceling or keeping a credit card.
Pages: 41, 42, 43, 44, 45. c) Get information referring to intercultural matters.
d) Take responsibility and understand blame and accountability.
Materials: Scrambled, books, markers. Life Skills: Foreign culture: Ways of verbal communication
Equipment: Audio Program, radio Hard Skills: Decision making and team work
Language Listening, Speaking,
Soft Skills: Giving clear information and explanations
Skills: reading and writing

STAGES OF THE LESSON

TIME
Starting out: Copy the objectives on the board and check understanding. Take attendance and set up to start. 10 min.
Warm Up/
Warm up: Have students listen or watch a short news report about credit cards from the internet. Discuss 10 min.
Introduction
Feedback: Ask students to tell you in short words what the last class was about and if they have questions about it. 10 min.
Presentation 1 Introduction: Have students open their books to page 41. They look at the picture and try to predict the text. 10 min.
Practice & Activity Reading: Have students read the text individually and answer some questions about the text on page 41.* 15 min.
Speaking: Role play: students study the situations given on page 42 and practice in pairs, then present to class. 15 min.
en Recycling: Students read the text: “money matters in American culture”, and then complete tasks # 1 and # 2.
Presentation 2 When they finish they compare with the whole class and give personal comments and opinions. 20 min.

Practice & Activity Survey: Prepare a photocopied survey in order to gather information about credit card usage among the students.
Give each student a copy. They have to move to other classrooms and collect info, write a report on the board. 20 min.
Presentation 3 Reading and Speaking: Cooperative groups. Each group read the text on page43, Ex. 2. Then find out about any
Practice & Activity new word and discuss the meaning. Then some members of each group move to another group and work for 5 20 min.
minutes. Finally, they all return to their original groups and work together for 5 minutes more. T assists students.
Break 15 min.
Reading and writing: students read the transcript and complete the task number 1 on page 43. Write answers on
Presentation 4 20 min.
the board.
Practice & Activity 20 min.
Writing: Students follow the instructions and complete task number 2. T gives an example on the board.
Recycling: Game: Organize the students in groups. Each group has to agree on a particular motto or motivating
phrase. Then give each group a set of scramble sentences. They all start at the same time. The winner is the group
Practice & Activity 20 min.
which finishes first. When they finish they shout their motto together. (the scrambled sentences must be prepared
before class)
Speaking: Role-play. Students read the instructions on page 44 and practice in pairs for 10 minutes. Then, couples
Presentation 5
take turns and present the role play to the whole class.
Practice & Activity 20 min.

Assessment/Evaluation Students complete the self-evaluation on page 45 and write comments about their conclusions.
15 min
Remedial Activity? Have students read their comments aloud and take notes about their weak points.
Wrap up: Have students take turns and express how they have felt in class so far and how they felt during that
Closing Activity 10 min.
particular class. Pay attention to what they say and their facial expression while they talk.

*Questions that can be asked about the text on page 41.

1. What´s the first thing to do as an agent when the caller says he/she is thinking of canceling his/ her credit card?

2. What reasons can you give the caller not to cancel it?
 Failing to plan is planning to fail.
República Dominicana
MINISTERIO DE EDUCACION SUPERIR CIENCIA Y TECNOLOGIA
ENGLISH IMMERSION PROGRAM
LESSON PLAN