SERVEX EDUCATION ENGLISH ACADEMY

Juigalpa – Chontales

LESSON PLAN
 GENERAL DATA
 Teacher’s name: B.A., Jyuber Efren Alvarez Castro.  Date: Sunday, August 27th, 2023.  Shift: Sunday.  Level: Third  Unit: 10, 11 and 12
(Call Center 1)

 Time: 240 minutes from 8:00 – 12:00 M.D.  Pages: 22-27.  Materials: Textbook, audio tracks, speaker, cellphone, list of verbs.

 Department: Chontales

COMMUNICATION GOALS:

a. The student will be able to leave effective messages when this is transferred to a customer’s voicemail.
b. The student will be able to transfer calls to resolve successfully customer’s issues.
c. The student will be able to take payments by identifying correctly methods of payment by phone.

CONTENTS OPENING ACTIVITIES DEVELOPMENT ACTIVITIES

1. Leaving messages. – Page 22
2. Vocabulary for leaving messages. – Page 22
3. Listening Practice – Page 23
4. Role-Playing Calls – Page 23
5. Transferring calls. – Page 24
6. Vocabulary for transferring calls. – Page 24
7. Listening Practice – Page 25.
8. Role-Playing conversations – Page 25
9. Taking payments – Page 26
10. Vocabulary for taking payments. – Page 26
1. I greet the students and set seating arrangement before 1. The Ss practice with me and then by themselves the
starting with today’s class. (5 min) reading about leaving messages. Then they listen to the
information from the audio track. – Page 22 (15 min)
2. I explain to the Ss that in today’s class we are going to
review in an oral and written ways the topics unfolded in 2. The Ss get the meaning of the words and phrases by the
the previous class. (5 min) context of the reading. – Page 22 (10 min)
3. Warm-up Activity: Say the number and win a question 3. The Ss practice with me and then by themselves the
that you have to answer. (10 min) reading about leaving messages. Then they listen to the
information from the audio track. – Page 24 (15 min)
4. Project presentations. (30 min)
4. The Ss get the meaning of the words and phrases by the
context of the reading. – Page 24 (10 min)
 5. The Ss practice with me and then by themselves the
questions and answers in order to take payments. Then
they listen to the information from the audio track. (15
min)

6. The Ss get the meaning of the words and phrases

through the context of the questions and answers. –
Page 26 (10 min)
EVALUATION ACTIVITIES CLOSING ACTIVITIES HOMEWORK
1. Read the memo and then choose the correct answer. – 1. Ask students questions about the difficulties they had in  Study the units 8 to 12 for your final test. ( 5min)
Page 22 (10 min) today’s class in order to find possible solutions in the
implementation of teaching and learning strategies. (5
2. Match the words or phrases with the definitions. – Page min)
22 (10 min)
2. Give students the opportunity to express their points of
3. Listen to a conversation and mark true or false. – Page 23 view about today’s class by expressing what they would
(10 min) like to learn, things to improve, and some suggested
activities for next class. (5 min)
4. Form pairs and role play the call. – Page 23 (15 min)

5. Read the training manual and choose the correct answers.

– Page 24 (10 min)

6. Match the words or phrases with the definitions. – Page

24 (10 min)

7. Listen to the conversation and mark true or false. – Page

25 (10 min)

8. Role-play the conversation. – Page 25 (15 min)

9. Listen and complete the conversation. – Page 27 (10

min)