TELEPHONING SKILLS

LESSON PLAN : MAKING CALLS

Subject : Telephoning Skills Level : Intermediate Class size : 30 students Class Ability : Above average Durations : 2 hours Unit : Unit 3 Making Calls

Prerequisite Knowledge : Students are expected to have the ability to: Engaged themselves in a telephone conversation using simple English Understand how a network telephone functions within an organisation. General Objective At the of the lesson, students will be able to : Apply appropriate techniques in making calls Specific Instructional Objectives At the of the lesson, students will be able to : 1.3 Acquire vocabulary and understand the meaning of words and phrases in context. 1.3.1 Listen to key words and phrases in stories, recounts, and descriptions heard. Level 2 1.3.3 Listen to and understand phrases in stories, recounts and descriptions heard. 1.3.4 Listen to and understand information based on cardinal numbers: Scope: 71 - 100 - numbers in tens up to 1000 - when the numbers are added, subtracted, multiplied, divided and refuted. 1.5 Obtain information from texts listened to in relation to main ideas, specific details, sequence, and cause-effect relationships. Level 1 1.5.1 Listen to simple messages and announcements and give the information required. Examples of messages include listening to simple telephone messages and passing on the information / message.

 Example of announcements include listening to school announcements on safety measures: e.g. cautioning pupils to stay in the school compound if their school bus or parents are late.
2.4 Make and receive telephone calls politely. Level 1 2.4.1 To make a telephone call for a purpose. Levels 2 & 3 2.4.2 To receive a call by understanding what is said and giving the relevant information. Teach the polite forms. Pose various situations, for example getting the father to fetch them from school, telling a friend that one is waiting, etc. Role-play situations. Teach expressions such as Pease hold on, Im sorry hes not in. Can I take a message?, etc. 2.5 Convey a simple message accurately. All levels 2.5.1 To take and give short messages to friends and family members. Activities include role-playing telephone conversations. Teach simple indirect speech. e.g. Mother said to wait for her.

4.1 - Introducing oneself and apologize for any interuption . 4.2 - Stating the name of the organization one is representing. 4.3 - Asking for receivers identification . 4.4 - Requesting receiver to connect caller to someone. 4.5 - Leaving a message Instructional Materials Videotaped telephone conversation Powerpoint presentation Dialogue script Evaluation form At least 5 model telephone Intercomm system.

Activities A . Set Induction

Rationale / Materials

Students watch a videotaped telephone Video tape conversation of a receptionist making a call.. Students and facilitators exchanged opinion on the conversation. B. Informing students about basic telephone communication necessary Powerpoint when making calls. presentation Student watch a powerpoint presenattion on telephoning techniques. Stating the name of the organization one is representing. Asking for receivers identification . Requesting someone. Requesting someone. receiver receiver to to connect connect caller caller Notes and examples of common sentence to structure used by receptionist to

Making enquiriesabout callers complaints. Leaving a message

C.Reading a telephone dialogue focus on certain expressions. Students and facilitator reads a dialogue.

with

Dialogue script Students unrline all the important expression and questions found in the dialogue.The dialogue incorporate in it all the skills stated in Notes and examples of common sentence the objectives of this lesson. structure used by Students practice the dialogue with their receptionist

friends. D.Pair Activities and Peer evaluation. Facilitators prepares a few cards with words that indicates the information a student should Task Cards ask his/her friend in a conversation. Handout 1- evaluation form Students pick their own card and carry out a conversation with the pair in a back to back position. Some other students are going to fill in the evaluation form distributed E Conversation using Facilitators Evaluation intercomm and Intercomm

Students will take turn having a conversation through intercomm and facilitators will Evaluation forms evaluate their conversation F. Summarising and reflection. Facilitators summarise the lesson. Students give their opinion about the strength and weaknesses

i. Introducing oneself and apologize for any interuption . ii. Stating the name of the organization one is representing. iii. Asking for receivers identification .