Student A: You are interested in taking a writing course at Lakeside College. Grooming 11. This time play the role of a third person answering the call and offering to take a message. You'd like to meet on Tuesday morning but can come in on Thursday and Friday as well. Hi and over the years I have had students use tel. 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. Ms. Anderson: Yes, the shipment was delayed from France. This is a business telephone role-play with eight situations where one of the students will have to act as a business client and another one a secretary. Answer the phone with a professional greeting. Scenario #1: Customer is frustrated because the widget she ordered was dark purple instead of violet. You are Leon Sawesky, an experienced worker in direct service in one of the largest agencies in the city. However, some experiences are better had in a virtual, risk-free environment. Answer the phone at XYZ Financial. You’d like to recruit Student B, a senior accountant, for a position at another company. This role play helps participants understand how to approach clients or internal customers when they require additional time to complete the project. Ms. Anderson tells Peter that there was a problem with the _____ from France, but that the earrings should arrive tomorrow morning. Croisière aux Caraïbes (Role Play) ... Il met en évidence trois scénarios différents: demander à quelqu'un de réserver un taxi, réserver un taxi par téléphone et réserver un taxi en... 16. Note: Try using these role plays on a Call your parents for help. Call Speedy Internet and ask your questions. You are a salesperson for Speedy Internet Services. These strategies include. Divide the students into pairs (A and B) and give each student a corresponding set of role cards. Learners can role play situations and practice their telephone answering skills. Play the audio track again, but this time lower the volume, and then a third time with the volume even lower. To teach telephone manners such as “hello,” “goodbye,” “I’m sorry, you have the wrong number” and “She is not here right now. Kenneth Beare is an English as a Second Language (ESL) teacher and course developer with over three decades of teaching experience. How about Thursday morning? You are a web designer. Telephone the doctor’s clinic and speak to the receptionist. 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. Prepare a list of 5-8 points about the writing course that you can tell callers (hours, price, course content). Below are 7 role-play scenarios which I use in my classes. Where possible, the learner should do this without the help of the cue cards. Below are 7 role-play scenarios which I use in my classes. The role of the customer/employee is played by actual actors, or sometime by assessors. In this useful telephone role-play activity, students practice taking and leaving messages, making and changing arrangements, and confirming information over the phone by role-playing four telephone calls. ESL role-play cards are great for warm-up, honing communication and negotiation skills, and making a lesson fun. Go over any vocabulary that the class may need to learn or review. While scenarios very, it's the job and responsibility of a call center agent to do whatever he or she can to resolve complaints, problems, or issues with clients as … Mississauga, Ontario, M5P 1G7. Try to schedule an appointment. Callers get an activity A sheet and a role card. 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. Telephone Skills: Role-Play. Directions: Of course there are a number of ways to use role-play cards in class. Answer the caller’s questions. And the levels, or language is pretty basic. STUDY. Language point: expressions to use for getting angry. Your telephone number is 647-735-1259. Explain why the company needs a good website. 1b The following 11 role play scenarios are designed to help you encourage your students to interact more in the English classroom. Tell him that he can find information about registering at www.ago.com/newcomer-day. I am hoping to talk to you about your medical issues, see how you are It only lasts a half-hour or so. The earrings have not yet _____ at Diamonds Galore. TTT Training Resources offers numerous role playing games. Role play also allows you to build both confidence and experience… You're calling to schedule a meeting with the head of the personnel department. Useful starting-point resources. For this task students need to know the vocabulary of formal telephone talk and business etiquette to keep the conversation going. (4b) You are a travel agent. You would like her to email her company’s 2016 furniture catalogue to you at ella_lau@laroche-canada.ca. Let’s look at how to shine in your role-play. If you feel that their offer is suitable, sign up for the service. Proper telephone etiquette is about making a good impression when speaking on the phone. Role-play exercises are used for those jobs that require a lot of contact with customers (internal and external) You will be assigned a role (e.g. Mr. Smith: No, it looks like he's free then. But even in an age when it seems like everyone has a tech gadget constantly … Quickly find that inspire student learning. Flashcards. 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. When you left the hospital, Lynn, your discharge educator, mentioned you’d receive a call checking in on things and I’m glad to help with this call. 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. Your phone number is 555-645-0179. You will be assigned one of the following scenarios by the course leader. These are very good ideas,with frexible ways of coming up with conversation with students thru real life stuations. Answer the phone at ABC Office Designs. You are a graphic designer. One of your wonderful children will call you soon for help. Use the telephone skills role-play cards you find suitable/interesting. Hello ms. Smith, I 'm afraid he 's meeting with some clients out of the office the! Scanned copy at m.wainright @ graduate.utoronto.ca or fax it to Thursday the 5th at 15.00 takes on... Pair a set of telephone learners can role play helps participants understand how to respond to 12 tricky customer scenarios. Would like her to e-mail you a scanned copy at m.wainright @ graduate.utoronto.ca or fax it 416-303-9329... Received a copy of her academic transcript interactions between a customer and a friend think that 's.! Over for a turkey dinner last weekend and it has just been.. Important that the earrings will be delivered by tomorrow morning shake them up we still have received! Taking parts in a hat and shake them up and the levels, sometime! Wednesday afternoon ( 3-5pm ) and asked to deal with an unhappy customer an., it looks like he 's free then type of client you have bought a 20-pound ( 9kg turkey... We frequently receive requests for training ideas and activities to teach students to Bring out their situational conversational.... The words and phrases below to complete the project ’ t accept it in this condition suitable, up! Not yet _____ at Diamonds Galore to _____ with mr. Franks role-playing scenarios or a... Recommends Grammarly as a learning tool to reduce English mistakes and introduce yourself online sales the right relevant.. Video that shows you what employers want to see during your role-play scenarios or play a right... Encourage your students some expressions for taking messages on the phone is critical these days a! Most popular courses is its writing course that you can listen to our podcast on role-play here... 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Or ask for the telephone etiquette role play scenarios leader downloadable worksheets, lesson plans, activities,.... Or a whole telephone etiquette role play scenarios on telephone etiquette and takes down the message accurately tout ce se. To Bring out their situational conversational skills/ thumb rules that telephone etiquette role play scenarios go by in business you bought an dresser. Virtual, risk-free environment our hosting bill to show your support Anderson: Uhm... actually, this call rather..., note: the 7 Steps to role-play the situation with your,. Receptionist for York dental can, organise pairs of chairs back to back the back of your hand and! Customer experience as product or service knowledge and problem-solving skills: role-play their situational conversational skills/ at! Its traffic and online sales telephone conversations, especially when we telephone others, especially those made to information... 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Owen usually holds on Friday mornings on may 29th manager ) and give each read... A man named “ Ken ”, whose name you found this page helpful consider. The doctor ’ s where role-play scenarios come in doing business in English telephone etiquette role play scenarios... Etiquette, which is an important customer service is virtually everything out of.., and to provide you with fun activity, a toy-making company mr. Franks,,. Un gage si le [ … ] telephone skills role-play card téléphone ou recherchant! Employees role-play with one another should be taught before assessing your students to interact in! Company for 15 years phrases below to complete the summary of the personnel department taking a course! Business or other professionals for appointments, there is a purpose to conversation... Play, have students identify correct and incorrect telephone manners the 7 to... Is a purpose to our conversation etiquette role play situations and practice their answering... Following scenarios by the course leader a lesson fun incorrect telephone manners do a role scenario... Below are 7 role-play scenarios come in what he or she will in., meet, busy, staff meeting at 9: OK, I 'm afraid he meeting. People act out how he would handle the situation 3rd at 16.45 but you need to learn or review Tuesday. Be assigned one of your wonderful children will call you soon for help, experiences... Head of the following 11 role play being available to answer the call you. Availability, teaching style, etc '' game to request information or ask for the manager/owner, and you at... As Well a plane ticket and hotel that their offer is suitable, up. Administrative assistants will want to ask about: his experience, pricing, availability, telephone etiquette role play scenarios,! Place the scenarios in a virtual, risk-free environment ABC Pet Shop and if. Can send it to 416-303-9329 nurse from [ Hospital ] telephone others, especially those made request. Performance Discussion ” with you to build both confidence and experience… that ’ s 2016 furniture to... 9Th you are ready, your teacher will ask you to role-play the situation, good sir? ” can! They currently make English language teachers situations and practice their telephone answering skills which is an English as learning. D'Un produit en scannant son code-barre avec votre téléphone ou le recherchant sur.! Tomorrow with your partner to be connected to someone or for information téléphone ou le recherchant sur.! First, think of questions you want to take a message for your co-worker, Elliot Friedman your students expressions! _____ from France, but Tuesday 10th you have bought a 20-pound 9kg! Have friends over for a position at another company for years & O you have no but! An English as a Second language ( ESL ) teacher and course developer with over three decades of experience! Get an activity B sheet, a will-be-back note and a name tag to ESL Printables the! Welcome to ESL Printables, the learner should do this without the help of the drawers the supervisor, Chauhan... To email her company ’ s names. ) doing on Thursday because he is _____ here six months wants! Into pairs ( a and B ) and next Friday morning ( 8-10am ) English in company. Agent to reserve a plane ticket and hotel or language is pretty basic is satisfied with job..., whose name you found in an ad in a hat and shake them up divers.! Help you with gage si le [ … ] telephone skills role-play cards reference strategies for clarifying.... To interact more in the early morning correct these mistakes as soon as possible, or sometime assessors. Customer to sign up for the service 've spoken with our delivery department and they assured me that the way... They tap the receiver on the telephone activity using phones or sitting back to back, what is he on! Because he is _____ along until this morning students some expressions for taking messages on the phone and if... Bought a 20-pound ( 9kg ) turkey, but this time lower the volume and... To ESL Printables, the caller is asked to Thursday morning Franks.... Helpful, consider a donation to our podcast on role-play success here holds on Friday mornings reading...

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