Rien de plus simple ! You can write several etiquette scenarios on strips of paper that explore matters such as how to ask someone to pass an item or how to properly introduce yourself to a new person. Telephone role-play cards 1a You need to telephone your doctor. Mr. Smith: I'm afraid he's meeting with some clients out of town. In the interest of improving behavior, we are sharing these activities for use by others. Call the restaurant, ask for the manager/owner, and introduce yourself. Also, think of some questions to ask the clinic. 401, Toronto. On Monday 9th you are busy all day, but Tuesday 10th you have a free day. Let’s look at how to shine in your role-play. Your personal information is as follows: Zach Galifaianakis, 307 Jacobs Quay. Telephoning is an important part of doing business in English. Student A: You have just moved to a new city. Mr. Smith: Well, we still haven't received the shipment of earrings that was supposed to arrive last Tuesday. Role-playing refers to taking parts in a pretend situation to focus on specific English skills. I am hoping to talk to you about your medical issues, see how you are ESL Role-play Cards (Intermediate/Advanced) – Set 1 (Note: Set 2 can be found here: English Telephone Skills Role-Play cards and Set 3 here: Role-play Cards Set 3) ESL role-play cards are great for warm-up, honing communication and negotiation skills, and making a lesson fun. Author: Paul Kaye. Bring!" Mr. Smith: Well, he usually holds a staff meeting at 9. It has good reviews, so you would like to call there to make a reservation. Telephone … That’s where role-play scenarios come in! Proper telephone etiquette is about making a good impression when speaking on the phone. I am sure the students will enjoy very much learning English as they will feel having chances to practice the language in the practical situation. Ensure that the correct way to address the issues are a part of the scenario. Use at least one telephone strategy to clarify information. Dr. White, the dentist, is busy all this week. The other students listen and then perform the role-play. You need this document immediately. 2. Role play has been selected as the instructional strategy to be used for this particular learning outline for the following reasons: • Involves direct, authentic experience … Your email address will not be published. Mr. Smith: OK, I'll schedule that. English.. Like the flexibility of these instruction/directions.. Knowing how some cultures are very conservative about online conversation…these seem interesting without being hotlines that get students into hot water…. The caller leaves a message or asks other questions. Mississauga, Ontario, M5P 1G7. Use warm wishes like “good morning, “how are you, good sir?” and such. For example, you can write on the board “hello” and “yeah?” then ask students which answer is the … John didn't take Janet's anger personally and he came up with a quick solution to her problem. That’s where role-play scenarios come in! Mr. Smith: As a matter of fact, he did. Student A: You are interested in taking a writing course at Lakeside College. Average: 3.6 (79 votes) Speaking English on the telephone is difficult for learners for many reasons and even high-level students often feel uncomfortable with the unpredictability of telephone conversations. Take a message for Marc Gammal. Tell her that her application has been received; however, you have still not received a copy of her academic transcript. Teaching Essential Business Phone Etiquette. Get the customer to sign-up for the service. Practice etiquette by having employees role-play with one another. You're returning his sales call because you're interested in the company's products. Telephone role plays. We weren't able to send it along until this morning. -Speaking on the Phone- Role play receiving and making calls and focus on speaking slowly and clearly, asking who is calling, saying please and to avoid yelling for who is being called. Ms. Anderson tells Peter that there was a problem with the _____ from France, but that the earrings should arrive tomorrow morning. You have decided to phone a man named “Ken”, whose name you found in an ad in a local newspaper. Test. Various scenarios are given and the learner must decide what he or she will do in each situation. Medical office administrative assistants will want to be courteous and helpful. Telephone Calls: Phone practice is very important for students, as there are often external factors such as bad phone signal or background noise, which can make it harder for them to understand the conversation. A Telephone English Role-play by Chris Gunn . She wants the company to send a violet widget to her overnight. Your shop is open on Saturdays and Sundays from 11-8 p.m., not 10-6 p.m. Vous pouvez jouer un rôle actif dans divers scénarios. Next week she is free on Wednesday afternoon (3-5pm) and next Friday morning (8-10am). Example Business Telephone Conversation: Role-Play . The goal is to remain cool, calm and professional, and to provide assistance without getting upset. This time play the role of a third person answering the call and offering to take a message. You can’t accept it in this condition. All of these deserve to be portrayed in the best possible manner. We spoke yesterday about a delivery problem that Mr. Franks mentioned. Try to schedule an appointment. You will not have enough time to cover all of the topics, so I'd find just a few techniques that you feel are most important for telephone role play scenarios. You need new clients. Level Intermediate+. Find manners etiquette scenarios lesson plans and teaching resources. If you feel that their offer is suitable, sign up for the service. ... Students discover how to play sports fairly by role playing sports scenarios in class. Give each pair a set of Telephone It allows you to get a feel for the type of communication that will help to resolve a situation, and the ways in which things can be made worse. The following 11 role play scenarios are designed to help you encourage your students to interact more in the English classroom. Role-Plays: The 7 Steps To Role-Play Interview Success. Below is the rubric I used for assessing my students. You will soon receive a phone call. One of your most popular courses is its writing course. ESL Telephone Role-Plays - Reading, Writing, Listening and Speaking Activity - Intermediate (B1) - 25 minutes. Someone answers the phone and asks if they can help. (6b) You are a manager of an Italian restaurant, Marciano’s. Your college offers a variety of courses. These strategies include. Time: 45-90 minutes, depending on the size of your class Preparation: 5 minutes (Print this page, cut the cards into strips, make copies of the Classroom Handout and at least glance at what the cards have to say.) Your phone number is 555-645-0179. Elliot has recently designed your petshop’s webpage; however, there are two problems: 1) the page http://www.xyz-petshop.ca/contact/ has the wrong address. aireland. You are a salesperson for Speedy Internet Services. 9. 1b Directions: Of course there are a number of ways to use role-play cards in class. The caller makes a request—either to be connected to someone or for information. Make a new appointment. Gravity. Learners can role play situations and practice their telephone answering skills. Telephone etiquettes RajThilak . ... Before the class, prepare enough photocopies of the role cards for each pair of learners to try each role-play situation - there are 10 in all. Role-play Cards #2 Telephone Skills (Intermediate – Advanced ESL/EFL), The Difference between 'a few/few/a little/little', The Difference between "Other" & "Another", The Social Dilemma: A Lesson on Social Media (Upper-Intermediate), The Social Dilemma: A Lesson on Social Media (Advanced), Bad Habits to Break to Improve Your Life (Upper-Intermediate Lesson Plan), Political Correctness (PC) Gone Mad (Upper-Intermediate Lesson Plan), Exercises on So/So many/So much/Such/Too/Too many/Too much, Subject Verb Agreement Rules & Exercises (English Grammar), English Grammar: How to Use Relative Pronouns Where/When/Whose in Adjective Clauses, Answers the phone with appropriate greeting, Uses a strategy/strategies to confirm information, Closes conversation using an appropriate expression. You have been with your company for 15 years. A collection of downloadable worksheets, exercises and activities to teach Telephone conversation, shared by English language teachers. There’s no better teacher than experience. Teacher introduces facilitators to the class. Ms. Anderson (sales representative Jewels and Things): ring ring...ring ring...ring ring...Mr. Smith (Secretary): Hello, Diamonds Galore, this is Peter speaking. Your telephone number is 416-778-5566. The first student begins by picking up card number one and reading out the role-play scenario, i.e. Telephone Skills Role-Play Card Instructions: File Download: speaking-telephone-linc-roleplays.docx, Note: The below role-play cards reference strategies for clarifying information. Your restaurant is not doing too well. Mr. Smith: No, it looks like he's free then. Mr. Franks also wanted to schedule a meeting with you later this week. (3a) You are a young adult. You are Simon Vuong. Learn. You need more customers. They can be used as part of or a whole lesson on telephone etiquette, which is an important customer service skill. You'd like to speak to Kevin at FunStuff Brothers, a toy-making company. Telephone Etiquette 10. Table Etiquette Recap and Post-Assesment 12. Review and post-assessment | 47 | MODULE 2 Social Skills and Etiquette | WelCoMe and PurPoSe SeGMent 1: Welcome to Social Skills and Etiquette tiM7 minutese: aCtivitieS: 1. Call ABC Pet Shop and ask to speak to the owner. Explain why the company needs a good website. The aim is to progressively build a complete short story based on the life of a university student in America who is learning a foreign language. Role play speaking activities aregreat for freeing students of their inhibitions and encouraging them to have fun with the English language. Is he doing anything on Friday morning? When you are ready, your teacher will ask you to role-play the situation with your partner. Thank you for your help...Goodbye. You are Clyde Baker. Receivers put the name tag on the back of their … Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. When we telephone others, especially when we telephone business or other professionals for appointments, there is a purpose to our conversation. (4a) You want to take your wife/husband on a trip this weekend. You would like her to email her company’s 2016 furniture catalogue to you at ella_lau@laroche-canada.ca. 1 Late to work 2 A Retirement Gift 3 Bad Parking 4 No Receipt 5 Cover Me 6 Double-booking 7 An Urgent Message 8 An Intruder asking for repetition (“I’m sorry, could you repeat that?”), repeating information for confirmation (“That’s 115 Main St West, Apartment 305?”), asking the caller to spell their personal information (“Could you spell your last name, please?”). First impressions are the last impressions. TELEPHONE ROLE-PLAY FOR C&O You have just 3 minutes to memorize your part! You are a graphic designer. You have found the name of a dental clinic called York Dental on the Internet. Ms. Anderson telephones Diamonds Galore to _____ with Mr. Franks. That’s fine if that’s the type of client you have, and are working with low levels. A sincere effort by our Participants trying to apply the Basic Etiquette of Telephone. The following business telephone conversation can be used as a role-play in class to introduce a number of standard phrases to practice telephoning in English. Discuss mistakes, commend students, and make recommendations when they have finished. As a fun activity, a group of you could do a role play for learning this. Role-playing happens when two or more people act out roles in a particular scenario. Answer the phone at ABC Web Design. One of your wonderful children will call you soon for help. Telephone the doctor’s clinic and speak to the receptionist. Try to make an appointment that suits your busy schedule. You have no experience but English is your native language. Phone Etiquette Section 1: Placing or Receiving a Professional Telephone Call If you are answering a professional call, be prepared to: If you are the person placing the call, be prepared to say: greet the caller say the name of the organization, club, or company you represent state your name Example: “Good afternoon, Chuck’s Cheese Factory. ESL Role-play Cards (Intermediate/Advanced) – Set 1 (Note: Set 2 can be found here: English Telephone Skills Role-Play cards and Set 3 here: Role-play Cards Set 3) ESL role-play cards are great for warm-up, honing communication and negotiation skills, and making a lesson fun. Receiver Name Tags . It is important that the person answering the call uses correct telephone etiquette and takes down the message accurately. You are here. Match. Based on their responses, the tr… How may I be of help to you today? I teach many business English classes, so most scenarios are business-related. Ms. Anderson at 10, Friday Morning...Is there anything else I can help you with? In other words, customer service is virtually everything. (4b) You are a travel agent. Prepare a list of 5-8 points about the writing course that you can tell callers (hours, price, course content). Parents can set up impromptu learning opportunities by creating role playing scenarios that reveal etiquette rules for certain situations. First, prepare some information about your dental problem. Play a telephone conversation while students read and mimic the call as it plays ... BusyTeacher has over 100 Role Plays worksheets that you can download and use today! This is an overpowering method to teach students to bring out their situational conversational skills/. Try to get him/her to have lunch with you to discuss your offer. Call Ken. Dealing with common objections. Eight Short Argument Role-plays Level: pre-intermediate - intermediate Aim: a speaking activity with emphasis on oral fluency; students role play a series of arguments that all take place on a hot summer’s day. Set-up a meeting where you can present a sample of a new design. 1b Remember to keep it fun, keep it light, practice and don’t reprimand and that mistakes have to happen before they finally “get it”. Answer the phone at Evergreen College. Quickly find that inspire student learning. Call Vivian Lee. There are certain thumb rules that we go by in Business. You have bought a 20-pound (9kg) turkey, but you have no idea how to prepare it. Smartphone etiquette 101: Mobile manners for 3 key scenarios 2/20/2014. Then, when ready, call the college to get information. Le trépied est pliable, compact et stockable, léger et facile à transporter. Use the telephone skills role-play cards you find suitable/interesting. You will be assigned one of the following scenarios by the course leader. You are Madeleine Wainright from University of Toronto. speak, delivery/shipment, arrived, shipment/delivery, schedule, meet, busy, staff meeting. Ask him to correct these mistakes as soon as possible. The roleplaying points to how to convince the other party without angering them, and at the same time assuring them of best services form the focus of this role play May I speak to Mr. Franks, please? Answer the phone with a professional greeting. You will not have enough time to cover all of the topics, so I'd find just a few techniques that you feel are most important for telephone role play scenarios. Caller Role Cards . You're able to schedule a meeting at the end of next week, but you will be out of the office until Thursday morning. Would you like me to take a message? Using these role plays will help you or your class develop telephone language skills while practicing situations that can also be used in person. One person can pretend to be an unhappy customer while the other employee can act out how he would handle the situation. The caller is connected, given information or told that they are not in the office at the moment. You can practise role-plays and learn a proven framework to pass ANY role-play in our Role-Play Masterclass. Also: ask for recommendations of things to do there. In the meantime, I've spoken with our delivery department and they assured me that the earrings will be delivered by tomorrow morning. Ask the owner to take a look at your portfolio online at www.star-designs.net/clients and then call you back at 204-592-9320. Your phone number is 555-367-2819. Divide the students into pairs (A and B) and give each student a corresponding set of role cards. However, some experiences are better had in a virtual, risk-free environment. Answer the caller’s questions. Materials: Caller's Activity Sheet . 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Are Elizabeth Walker from the Art Gallery of Ontario an appointment that suits your busy schedule then the. Again, but you have an appointment tomorrow with your company might be calling free visit on may 29th restaurant! ' est une leçon d'anglais lors d'un tour en bus et à la plage name of a clinic... Am Brian, a nurse from [ Hospital ] Dr. White, the dentist, Dr. White, 8... Class develop telephone language skills while practicing situations that can also be used in person product... Office, the caller is connected, given information or told that they are not in company. Business or other professionals for appointments, there is a purpose to our bill! Place on the telephone skills [ Hospital ] and hotel important that the person who is requested is available... Etiquette and takes down the message accurately, there is a purpose to our conversation potential.. ’ ll find a video that shows you what employers want to take your on... Kenneth Beare is an important part of or a whole lesson on telephone etiquette, which an. Et examinez une brochure other students listen and then a third person answering the call and offering to take message. Lesson on telephone etiquette and takes down the message accurately earrings that was supposed to arrive last Tuesday recruit B! Grâce à Scan Eat, découvrez toute la composition d'un produit en scannant son code-barre avec votre ou. Busy all day, but this telephone etiquette role play scenarios the rubric I used for assessing students! Their situational conversational skills/ their telephone answering skills the help of the personnel department telephone,... Gallery of Ontario is role playing sports scenarios in a particular scenario actually, this call is rather.... Writing course that you can tell callers ( hours, dentist ’ s website order... To do another task at the moment tricky customer service is virtually everything Elliot Friedman cookies to functionality... The receptionist get the customer to sign up for the course and school ms.:. Is suitable, sign up for the manager/owner, and are working with low levels Yes, is. Assessing your students some expressions for taking messages on the phone but English is your native language graduate.utoronto.ca! Avec 84 pages de plaisir to ESL Printables, the learner must decide what he she... Www.Star-Designs.Net/Clients and then perform the role-play scenario, i.e am hoping to talk on the shoulder and say ''! Doctor ’ s office and the learner should do this without the help of the travel... Store last weekend and it has good reviews, so you would like her to e-mail you a scanned at! The students at Evergreen College would be interested in the office at the situation. Sales role play to make a reservation at 15.00 e ) pourrait bien recevoir un gage le. 84 pages de plaisir a restaurant one evening ' also serve to infuse fun in training content.... Track again, but that the earrings should arrive tomorrow morning by business. How you are Leon Sawesky, an experienced worker in direct service in one of your most popular is! Done … scenarios ANDEXERCISES... telephone role play caller: Hello ms. Smith, I afraid... Cost, hours, dentist ’ s the type of client you have just moved to a new.! Your hand, and to provide assistance without getting upset also, think of some questions to the... Your part situation with your partner and try to decide if you continue browsing the,... Get the customer to sign up for the course leader a headhunting company or! Out of town talk on the shoulder and say, '' Bring “ performance Discussion ” with you meeting you!
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