Name of the Teacher Date Level of the class Length of lesson
Alida Naude Advanced Level (C1) 60 min
Lesson Type: Business English: Telephone Language
Lesson Topic:
Telephone Language:
• Take a telephone message
• Lave a voicemail message
Lesson Aims: Lesson Outcomes:
By the end of the lesson, students will be better able to… By the end of the lesson, students will have…
• Handle incoming calls in a professional manner using the target language in • Mastered the correct etiquette when it comes to telephone language, this
the appropriate manner when taking down a message or leaving a will include, the correct use of phrases, words, pronunciation and meaning
voicemail. thereof in a professional friendly manner, when taking down a message or
leaving a voicemail on behalf a colleague.
• Grasp, recognise and identify telephone language, words and phrases • The ability to have a decent business conversation in the target language,
associated with business telephone etiquette. Dictate a telephone message understand the phrases and words used, will have the ability to take down a
in the correct manner message in a quick and accurate manner.
• Leave an appropriate voicemail message that is understandable to the • The ability to leave a voicemail message in a professional manner through
recipient. the use of appropriate words and phrases in the target language.
1i-to-i LOVE TEFL Lesson Plan
,Anticipated difficulties: Suggested solutions:
• Japanese speakers are likely to get the /r/ and /l/ sounds mixed up. In other • As a teacher, it is up to you to identify the errors your students are making,
words, they will pronounce rice as lice and will have huge problems saying help them understand the effect of those errors and try to eliminate them
really. This is because Japanese speakers can’t tell the difference between from their productions. What is even more helpful is if you can predict the
the two sounds. Japanese doesn’t have a /l/ sound and the /r/ sound is mistakes your students are going to make so you can plan for those
different to that we have in English. beforehand.
• The mispronunciation of words like “hold on”, “put through” or “you are • Through facial expression, drilling and tongue twister i.e.: “Red lorries run
going through” due to the fact that the consonant digraph “th” does not alongside the left road” help students to master the consonants “l’ and “r”
exist in the Japanese language and are more times than not replaces with a as well as the digraph “th” it is a matter of losing up the tongue and placing
fricative “z” or “f” (a sound made when air are forced between the narrow it in the correct position to make the correct sound. “r” - Will be the most
opening between the teeth tongue and or lips or teeth) or an alveolar “d” challenging constant as Japanese language does not have a vibrating sound.
or “t” (a sound made by putting the end of the tongue at the top of the
mouth behind the upper front teeth.)
• Not using the correct phrase or word in context to the conversation. • The meaning of words and phrases need to be introduced at the earliest
opportunity, meaning early stage business language introduction. As these
are all advanced level students this will also set the tone of professionalism
in the class room. Dual functional education – language and mannerisms,
the students will not notice that dual education and training is because one
is verbal and the other non-verbal.
2i-to-i LOVE TEFL Lesson Plan
,Please include an analysis of the target language you will present your learners in order for them to complete the ‘real-life’ task you
have chosen.
Phrase 1: Good morning; good afternoon; good evening (depending on the time of day)
Pronunciation: /'gʊd/ /'mɔ:nɪŋ/; /'gʊd//ˌɑ:ftə'nu:n/; /'gʊd/ /'i:vənɪŋ/
Meaning: An expression of meaning when you greet someone during a certain time of the day
Form: Interjection
Similar word or phrase: Greetings; Good-day
(Flash card)
CCQ:
• What similar word or phrase can be used to greet another person? (Hello; Hi; Howdi; Top of the morning / afternoon / evening to you)
• Can you give an example of a proper greeting? (Good Morning, Mary, trust all is well with you.)
Word 2: Transfer
Pronunciation: /træns'fɜ:/
Meaning: To move from one place to another within the same organization.
Form: Verb
Similar word or phrase: Go through
(Flash card)
CCQ:
• What similar word or phrase can be used to describe the transfer action? (Send; Pass on)
• Can you give an example sentence with another word not used? (Can I redirect your call to Mr. Steward?)
Phrase 3: Hold the line
Pronunciation: /'həʊld//'ðə//'laɪn/
Meaning: To wait until the person you have telephoned is ready to answer your call.
Form: Intransitive (the verb has no direct object)
Similar word or phrase: Hang on; Hold on
(Flash card)
CCQ:
• What similar word or phrase can be used to describe the action? (Hang on; Wait a moment)
• Make a question sentence with the phrase? (Would you mind holding the line for Mr. Steward?)
3i-to-i LOVE TEFL Lesson Plan
, Phrase 4: Quick word
Pronunciation: /'kwɪk/ /'wɜ:d/
Meaning: To have a short conversation
Form: Adjective
Similar word or phrase: Fast; rapid
(Flash card)
CCQ:
• What other similar words are there to describe quick? (Speedy; Brisk; Swift)
• Make a sentence with another word that has not been mentioned? (They had a speedy conversation.)
Phrase 5: Not in the office
Pronunciation: /'nɒt/ /'ɪn/ /'ðə/ /'ɒfɪs/
Meaning: Word used to make another word or expression negative.
Form: Adjective
Similar word or phrase: Outside, not inside
(Flash card)
CCQ:
• What other similar word or phrase are there to describe not in the office? (Away; Not in the vicinity )
• Make a sentence with another word that has not been mentioned? (Mr Steward has just stepped out of the office.)
Word 6: Message
Pronunciation: /'mesɪdʒ/
Meaning: A spoken or written piece of information for another person
Form: Noun
Similar word: Send word; Inform
(Flash card)
CCQ:
• What other similar word or phrase are there to describe message? (Take a note; small report)
• What other meaning can the word message have? (To get the message loud and clear – it to understand without doubt what has been said to you.)
4i-to-i LOVE TEFL Lesson Plan
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