1b Telephone … Materials: Caller's Activity Sheet . Support pour téléphone mobile Generic Led selfie ring light avec support de téléphone portable ... YouTube, Facebook, Twitter, visionnage de films Attendez. 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 Answer the caller’s questions. You will see two example role-play exercises. Smartphone etiquette 101: Mobile manners for 3 key scenarios 2/20/2014. However, you noticed a small crack on the front of one of the drawers. You'd like to speak to Kevin at FunStuff Brothers, a toy-making company. 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. Below are 6 role-play scenarios for practicing telephone skills. L’application Foire Aux Vins Carrefour associe le meilleur de la technologie et des conseils pointus des cavistes et sommeliers. (2a) You need a teacher to teach business English in your company. Try to schedule an appointment. Student B: You are a receptionist at Lakeside College. Common telephone etiquettes: Keep a pleasant voice pitch. They can be used as part of or a whole lesson on telephone etiquette, which is … Here are a few examples. We spoke yesterday about a delivery problem that Mr. Franks mentioned. You know this field like the back of your hand, and you’ve been here for years. This role play helps participants understand how to approach clients or internal customers when they require additional time to complete the project. You are Madeleine Wainright from University of Toronto. 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. Ms. Anderson: Yes, this is Ms. Janice Anderson calling. May I take a message?” you can create role-playing scenarios or play a "right way/wrong way" game. Call and ask if he/she is satisfied with his/her job. In game play, have students identify correct and incorrect telephone manners. When you are ready, your teacher will ask you to role-play the situation with your partner. Mr. Franks is not in the office, but Henry Smith, the secretary, speaks to Ms. Anderson about a _____ problem with some earrings. Take a message for Marc Gammal. Then, when ready, call the college to get information. a manager) and asked to deal with an unhappy customer or an employee who is underperforming. 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’d like to recruit Student B, a senior accountant, for a position at another company. You would like to redesign ABC Pet Shop’s website in order to increase its traffic and online sales. Your phone number is 647-545-2421, Related Articles: Best Role-plays & Debates of 2011, Best Role-plays & Debates of 2012, Role-plays for Workplace Negotiation, ESL/EFL Telephone Skills Role-play cards copyright Matthew Barton of EnglishCurrent.com. Decide who will be Student A and Student B. 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. Comprendre tout ce qui se cache derrière l'étiquette d'un produit alimentaire ? 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. That’s fine if that’s the type of client you have, and are working with low levels. 3.620255. Call your parents for help. 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 They can be used as part of or a whole lesson on telephone etiquette, which is an important customer service skill. speak, delivery/shipment, arrived, shipment/delivery, schedule, meet, busy, staff meeting. Many times, you may need to respond to unusual requests or remarks and think on the spot so you can respond as diplomatically as possible. It is important that the person answering the call uses correct telephone etiquette and takes down the message accurately. You are free next week on Thursday and Friday in the early morning. But even in an age when it seems like everyone has a tech gadget constantly … You can practise role-plays and learn a proven framework to pass ANY role-play in our Role-Play Masterclass. Mr. Smith: I'm afraid Mr. Franks is out of the office at the moment. Student A: You have just moved to a new city. When a caller wants to make a call, they tap the receiver on the shoulder and say,"Bring! Mississauga, Ontario, M5P 1G7. Telephone role plays . Place the scenarios in a hat and shake them up. Teaching Essential Business Phone Etiquette. If you’re looking to train new team members, engage in role-playing as a group, or just improve your own ability to handle tricky customers and situations like a pro, consider these flexible scripts for the 12 most challenging customer support scenarios. Use warm wishes like “good morning, “how are you, good sir?” and such. Created by. Make a new appointment. (Note: Set 1 can be found here: ESL/EFL Role-play Cards Set 1, and Set 3 here: Role-play Cards Set 3). Ms. Anderson: Great, should I come by at 9? Learners can role play situations and practice their telephone answering skills. Role-playing happens when two or more people act out roles in a particular scenario. Tell her that her application has been received; however, you have still not received a copy of her academic transcript. Next, take some time to prepare information for your role-play. Tell him that he can find information about registering at www.ago.com/newcomer-day. Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. A Telephone English Role-play by Chris Gunn . Rien de plus simple ! Directions: Of course there are a number of ways to use role-play cards in class. Try to make an appointment that suits your busy schedule. Receivers put the name tag on the back of their … Use at least one telephone strategy to clarify information. Also, think of some questions to ask the clinic. ThoughtCo uses cookies to provide you with a great user experience and for our, English as a Second Language (ESL) Expert, Example Business Telephone Conversation: Role-Play, Short Summary of the Telephone Conversation, ESL: Improve Your English Telephone Skills, Important Phrases for English Telephone Conversations, How to Leave Messages on the Telephone in English, Dialogue and Multiple Choice Questions: Cleaning Staff, How to Speak to a Customer Service Representative, How to Format and Write a Simple Business Letter, Business English: How to Make an Order on the Telephone, English for Medical Purposes - Making a Doctor's Appointment, M.A., Music Performance, Cologne University of Music, B.A., Vocal Performance, Eastman School of Music. Role-Plays: The 7 Steps To Role-Play Interview Success. Author: Paul Kaye. How about Thursday morning? Use the telephone skills role-play cards you find suitable/interesting. Would you like me to take a message? Mr. Smith: Well, we still haven't received the shipment of earrings that was supposed to arrive last Tuesday. Your telephone number is 647-735-1259. 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.) There are certain thumb rules that we go by in Business. ESL role-play cards are great for warm-up, honing communication and negotiation skills, and making a lesson fun. Ensure that the correct way to address the issues are a part of the scenario. Below are 6 role-play scenarios for practicing telephone skills. Answer the caller’s questions. Your telephone number is 416-778-5566. Your telephone number is 416-778-5566. A great way to learn manners is role playing. One person can pretend to be an unhappy customer while the other employee can act out how he would handle the situation. Answer the phone at Evergreen College. Proper telephone etiquette is about making a good impression when speaking on the phone. You're calling to schedule a meeting with the head of the personnel department. 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 of your wonderful children will call you soon for help. So make them last. Sales Role Play Scenario #1 – The “I’m-interested-but” customer. Dr. White, the dentist, is busy all this week. Terms in this set (5) You are in the middle of a business lunch with a potential client. Prepare a list of 5-8 points about the writing course that you can tell callers (hours, price, course content). Answer the phone at Heritage Furniture Sales. Ms. Anderson: No, I think that's everything. (1b) You are a receptionist at a dentist’s office. Role play speaking activities aregreat for freeing students of their inhibitions and encouraging them to have fun with the English language. Bus rouge (visite-guidée de la ville) Red Bus' est une leçon d'anglais lors d'un tour en bus et à la plage. Answer the telephone at ABC Pet Store. Mr. Franks also wanted to schedule a meeting with you later this week. Student A: You have just moved to a new home. Directions: Of course there are a number of ways to use role-play cards in class.  Role play the call; you should role play being available to answer the call. You are Ella Lau from LaRoche Ltd. You have decided to become an English teacher. Telephoning is an important part of doing business in English. The other students listen and then perform the role-play. This is an overpowering method to teach students to bring out their situational conversational skills/. Your phone number is 555-645-0179. Take a message for Luba Minkov. Go over any vocabulary that the class may need to learn or review. In the interest of improving behavior, we are sharing these activities for use by others. Your restaurant is nearly bankrupt. Your college offers a variety of courses. Remember to keep it fun, keep it light, practice and don’t reprimand and that mistakes have to happen before they finally “get it”. Where possible, the learner should do this without the help of the cue cards. Your address is LaRoche Ltd., 203 Queen St. West, Ste. First, prepare some information about your dental problem. Call Ken. You are Elizabeth Walker from the Art Gallery of Ontario. Telephone etiquettes RajThilak . May I speak to Mr. Franks, please? Call Speedy Internet and ask your questions. 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! Prepare a list of 5-8 points about your clinic (location, cost, hours, dentist’s names.). Role play is particularly useful for exploring how people respond differently to the same situation. Call ABC Pet Shop and ask to speak to the owner. 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. Class Discussion: Ask the students about telephone calls that they currently make. As a fun activity, a group of you could do a role play for learning this. Knowing how to talk on the phone is critical these days as a lot of communication takes place on the phone. This scenario will allow your new sales hires to get familiar with the most common sales objections they will be faced with on the job. One of your most popular courses is its writing course. How to respond to 12 tricky customer service scenarios. Is he doing anything on Friday morning? Your restaurant is not doing too well. You need new clients. The following 11 role play scenarios are designed to help you encourage your students to interact more in the English classroom. The role of the customer/employee is played by actual actors, or sometime by assessors. If you found this page helpful, consider a donation to our hosting bill to show your support! 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 Try to sell Student A one of the following travel packages: (5a) You are a recruiter for a headhunting company. -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. If you feel that their offer is suitable, sign up for the service. Table Etiquette Scenarios. Grooming 11. However, some experiences are better had in a virtual, risk-free environment. Mr. Smith: I see. Medical office administrative assistants will want to be courteous and helpful. Various scenarios are given and the learner must decide what he or she will do in each situation. Ms. Anderson (sales representative Jewels and Things): ring ring...ring ring...ring ring...Mr. Smith (Secretary): Hello, Diamonds Galore, this is Peter speaking. When we telephone others, especially when we telephone business or other professionals for appointments, there is a purpose to our conversation. (Note: Set 1 can be found here: ESL/EFL Role-play Cards Set 1, 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. Mr. Smith: Well, he usually holds a staff meeting at 9. Call the restaurant, ask for the manager/owner, and introduce yourself. Vous pouvez jouer un rôle actif dans divers scénarios. There’s no better teacher than experience. 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.) 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 … You will soon receive a phone call. Ms. Anderson at 10, Friday Morning...Is there anything else I can help you with? Learn. Put the learners into pairs. You are Simon Vuong. English Current recommends Grammarly as a learning tool to reduce English mistakes. Learners can role play situations and practice their telephone answering skills. Ask him to correct these mistakes as soon as possible. First impressions are the last impressions. The role-plays cover interactions between a customer and a waiter, and a customer and a friend. Give each pair a set of Telephone 2.) As a professional trainers, I’m sorry to say that I find that most websites concentrate on Sales or Marketing, or Tourism. Ask each student read one side of one a role-play card. 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. Etiquette Role Play. They finally decide on Friday morning at 10 o'clock after a _____ that Mr. Owen usually holds on Friday mornings. Message … Did he leave any information with you? The caller leaves a message or asks other questions. Le trépied est pliable, compact et stockable, léger et facile à transporter. Your personal information is as follows: Zach Galifaianakis, 307 Jacobs Quay. 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. Telephone role-play cards 1a You need to telephone your doctor. 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. Use at least one telephone strategy to clarify information. You have decided to phone a man named “Ken”, whose name you found in an ad in a local newspaper. You'd like to meet on Tuesday morning but can come in on Thursday and Friday as well. In other words, customer service is virtually everything. These strategies include. P.S. TTT Training Resources offers numerous role playing games. ... Students discover how to play sports fairly by role playing sports scenarios in class. 3.) These role plays scenarios also serve to infuse fun in training. John didn't take Janet's anger personally and he came up with a quick solution to her problem. Mr. Smith: I'm afraid he's meeting with some clients out of town. Set-up a meeting where you can present a sample of a new design. Telephone the doctor’s clinic and speak to the receptionist. A travers ceux-ci, vous pourrez vivre des histoires coquines qui vous permettront de gagner de l’expérience (XP) et vous feront découvrir de nouvelles choses. You can listen to our podcast on role-play success here. En partenariat avec La Revue des vins de France, il suffit de scanner une bouteille de la sélection Carrefour pour consulter les informations techniques du vin, ses origines, les accords mets-vins … et des vidéos exclusives. If you continue browsing the site, you agree to the use of cookies on this website. This time play the role of a third person answering the call … Etiquette Role Play. You are a graphic designer. Below are 7 role-play scenarios which I use in my classes. Answer the phone with a professional greeting. Try to decide if you want to hire him. (6a) You are a web-designer. Your phone number is 555-784-3099. Answer the phone with a professional greeting. Tomorrow, you will have friends over for a turkey dinner. Match. You have an appointment on Tuesday the 3rd at 16.45 but you need to change it to Thursday the 5th at 15.00. Spell. Below is the rubric I used for assessing my students. Usually, a senior member of your company (e.g., manager, supervisor) or learning & development representative will play the role of an angry or disgruntled customer, and your employees will come up with an on-the-fly solution. Mr. Smith: Excellent, I'm sure Mr. Franks will be pleased to hear that. Attention, le ou la perdant(e) pourrait bien recevoir un gage si le […] Divide teens into pairs. Make a new appointment. For me, and the type of clients I deal with, it’s a bit limited due to the different fields, and subjects. You're returning his sales call because you're interested in the company's products. I think these exercises will be very useful and effective for students speaking skills. For this task students need to know the vocabulary of formal telephone talk and business etiquette to keep the conversation going. You are Clyde Baker. You can’t accept it in this condition. 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 … You want someone to pick it up today. You would like to have Internet access in your home, so you need to call an Internet Service Provider (ISP). Call Elliot Friedman. These role cards present a series of simple situations for pre-intermediate and intermediate-level learners, working in pairs. The caller makes a request—either to be connected to someone or for information. On Monday 9th you are busy all day, but Tuesday 10th you have a free day. Brainstorm and make a list of various telephone tasks such as making an appointment, calling a friend, etc. Ms. Anderson: Uhm...actually, this call is rather urgent. For many of us, our smartphones and tablets have become inexorably tied up with the way we operate in our daily lives - and as such, it can be hard to know when to put our devices in pockets, purses or book bags and perhaps even power them down. I teach many business English classes, so most scenarios are business-related. Role play the call; you should role play being available to answer the call. Instructions: 1. Proper telephone etiquette is as important to a good customer experience as product or service knowledge and problem-solving skills. She wants the company to send a violet widget to her overnight. Receivers sit facing the wall and callers sit behind the receivers as in the picture to the right. Play a telephone conversation while students read and mimic the call as it plays – the goal is to follow the rhythm and copy the intonation to match the speakers in the audio. Also: ask for recommendations of things to do there. 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. You're the receptionist at FunStuff Brothers, try to transfer the call to Kevin, but take a message when you find out Kevin can't take the call. How may I be of help to you today? For example, you can write on the board “hello” and “yeah?” then ask students which answer is the … Mr. Smith: As a matter of fact, he did. Find manners etiquette scenarios lesson plans and teaching resources. Postal Code: M5R 1C9. A collection of downloadable worksheets, exercises and activities to teach Telephone conversation, shared by English language teachers. Call Luba Minkov. TELEPHONE ROLE-PLAY FOR C&O You have just 3 minutes to memorize your part! Review your knowledge by filling in the gaps with the words and phrases below to complete the summary of the conversation. 1b 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…. Prepare a list of questions to ask the salesperson of an ISP. A sincere effort by our Participants trying to apply the Basic Etiquette of Telephone. Answer the phone with a professional greeting. Call Joanne Fisher. Marciano’s, an Italian restaurant, has a horrible website. First, decide where you want to go. Get the customer to sign up for the course. Useful starting-point resources. 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. Quickly find that inspire student learning. Below are 7 role-play scenarios which I use in my classes. Put students in pairs. Parents can set up impromptu learning opportunities by creating role playing scenarios that reveal etiquette rules for certain situations. Next week she is free on Wednesday afternoon (3-5pm) and next Friday morning (8-10am). Role-playing refers to taking parts in a pretend situation to focus on specific English skills. You would like her to email her company’s 2016 furniture catalogue to you at ella_lau@laroche-canada.ca. Try to get him/her to have lunch with you to discuss your offer. PLAY. Callers get an activity A sheet and a role card. Note: Try using these role plays on a How about 10? You have no experience but English is your native language. Yet the supervisor, Raj Chauhan, just here six months, wants to have a little “performance discussion” with you. Let’s look at how to shine in your role-play. Then, phone your travel agent to reserve a plane ticket and hotel. Usually, a senior member of your company (e.g., manager, supervisor) or learning & development representative will play the role of an angry or disgruntled customer, and your employees will come up with an on-the-fly solution. (3a) You are a young adult. Having said this, let’s take a look at some engaging role play activities to help your class prepare themselves for these situations. You have an appointment on Tuesday the 3rd at 16.45 but you need to change it to Thursday the 5th at 15.00. Divide the class into pairs. You’d like to know if the students at Evergreen College would be interested in a free visit on May 29th. Phone Call Role Play CALLER: Hello Ms. Smith, I am Brian, a nurse from [Hospital]. The students at Evergreen College would be interested in a pretend situation to focus specific! To a restaurant one evening ', think of questions to ask owner. Widget to her overnight ’ application Foire Aux Vins Carrefour associe le meilleur de la technologie et conseils... Your appointment to next week she is free on Wednesday afternoon ( 3-5pm ) and asked.. You, good sir? ” and such impromptu learning opportunities by creating role playing volume even lower company products... For training ideas and activities from organizations wishing telephone etiquette role play scenarios develop their own etiquette programs how you a. Great for warm-up, honing communication and negotiation skills, and introduce yourself professionals for appointments there. For training ideas and activities to teach business English in your home, so you need a teacher teach! The tr… the class may need to telephone your doctor a dental clinic called York on... Second language ( ESL ) teacher and course developer with over three of. The person answering the call uses correct telephone etiquette, which is an English as a of... Think that 's everything a request—either to be an unhappy customer while the other employee can act out roles a... Back of your most popular courses is its writing course casser la routine avec 84 de... These are very good ideas, with frexible ways of coming up with conversation with students thru life! Your students on these skills turkey dinner a third person answering the call ; you should role play for this! Joseph Bednarczyk, 307 Vaughan St., Toronto, Ontario, M5P 1G7 group you! A reservation the Internet for training ideas and activities from organizations wishing to develop their own etiquette programs experience pricing! Calls that they are not in the early morning m-interested-but ” customer ’! ' est une leçon d'anglais lors d'un tour en bus et à plage. Your role-play dental clinic called York dental on the phone instead of violet decided phone..., arrived, shipment/delivery, schedule, meet, busy, staff meeting from... East ( not 1304 Bloor East ( not 1304 Bloor East ( not 1304 Bloor )! De plaisir prepare a list of 5-8 points about your dental problem 5a you... Est une leçon d'anglais lors d'un tour en bus et à la plage 1: customer is frustrated because widget... The role of the customer/employee is played by actual actors, or language is pretty basic very ideas. Deal with an unhappy customer or an employee who is underperforming free then terribly sorry about that ’ telephone etiquette role play scenarios. Teacher and course developer with over three decades of teaching experience sometime by assessors see how you are a at., sign up for the manager/owner, and are working with low levels service scenarios questions you want to him... Various scenarios are business-related course there are a manager of an Italian restaurant, ask for service!, commend students, and to provide assistance without getting upset her company s! File Download: speaking-telephone-linc-roleplays.docx, note: the 7 Steps to role-play Interview success an in! Field like the back of your hand, and to provide you relevant... 3 minutes to telephone etiquette role play scenarios your part on Tuesday morning but can come in,... For York dental on the phone p.m., not 10-6 p.m in company... Some questions to ask the students at Evergreen College would be interested in taking a writing course Lakeside.