business advanced salon 10 telephone skills业务高级沙龙电话技能.pdfVIP

BusinessAdvancedSalon10TelephoneSkills

GoalsoftheLesson

Thislessonisdesignedtoimprovethestudents’skillsonthe

telephone.Materials:Handout#1:Warm-upDialogue

Handout#2:TelephoneSlips

Handout#3:Role-playsheets(A+B)

ClassroomActivities

I.Warm-up

Activity1:Acrossedline?[10，]

Asktwostudentstoroleplaythetelephoneconversation(Handout#1).Otherstudentslistenand

thenprovidetheirfeedbackat.Youcanhavestudentsoffermorepolitewaysofhandling

thecustomer’scall.

II.MainActivities

Activity2:Examplesofgoodandbadtelephoneskills.[15，]

Randomlygiveoutthephoneconversationstrips(Handout#2)tostudents.Haveeachstudent

readtheir“script”exactlyasitiswrittenaloudtothegroup.Otherstudentscanthendecideifthe

beingrole-played(NOTthestudent!)isdisplaying:good(A),average(B)orpoor(C)

telephoneskills.Studentsalsohavetoidentifywhatfunctionthislanguagehasinaphone

conversation.Writethechoicesoffunctionontheboard:

■AnsweringthePhone(3)

■LeavingaMessageonVoicemail(2)

_TransferringCalls(1)

■ReplyingtoMessages(4)

OTD5

Teachers

Reference

Tom:

Handouts

OTD:

Handout#1forBAS10

Warm-upDialogue(2copiesrequired)

Tom:Hello,OnTimeDelivery.

OTD:

Hi.Ineedtohave12airconditionersdeliveredtoDalianbyoftheweek.Canyourcompany

getthatdone?

Tom:TodayisWednesdaysothatisgoingtobedifficult.Um,idon’tthinkwecanmanagethat.Howbig

aretheairconditioners?

Well,theyareprettybig.Theyareourmostpowerfulunits.

Youarenottellingmewhatweneedtoknow.H