Lamis Jamil Lamis Jamil

TP-5: At the call center
Pre-intermediate level


In this lesson, students are exposed to the context of work at a call center, and through it learn to describe job conditions and express likes and dislikes. After gist, scan, contextual, and close reading exercises, students put what they have learnt into a real-life speaking exercise as they act out being call center workers at actual places in Turkey.


Abc HO1- gist reading
Abc HO2- matching vocab
Abc HO3- close reading
Abc HO4- T or F
Abc HO - Call Center Interview
Abc job slips
Abc call center and call center worker pictures

Main Aims

  • By the end of this lesson, students will have practiced their gist and close reading skills using a text about a call center worker.

Subsidiary Aims

  • To provide fluency speaking practice in the context of an interview with a call center worker.
  • To express likes and dislikes - opinions - about a job.


Warmer/Lead-in (2-3 minutes) • To set lesson context and engage students

-Set the context of call center through passing pictures of call centers and call center workers to the SS. - Elicit descriptions about the pictures and write them on the WB. Elicit "call center" and "call center worker".

Pre-Reading (2-5 minutes) • To prepare students for the text and make it accessible

- Ask students: what does a call center worker do? have you ever spoken to one? where do we find call centers? - Introduces the text stating that it is an interview with an Indian call center worker, talking about her work

While-Reading/Gist (7-10 minutes) • To provide students with practice for gist reading

- Give SS HO with questions. - Demo on the board. Ask them to read the text in 3min and then match the question with the corresponding paragraph. - In pairs, SS check their answers. - WCFB

While-Reading/Deducing meaning from context (5-10 minutes) • To provide students with practice for deducing vocab meaning from context

-Give SS handout with matching exercise -Give demo -Ask students to look at the text, find the words, and then complete it, in pairs -WCFB. Find out words they don't know. Elicit their meaning - Drill pronunciation as you give the answers where needed.

While-Reading/Scan- If time activity (5-10 minutes) • To provide students with practice for scan reading

- Ask students to read the text and answer T and F questions, in pairs. - WCFB. Discuss with students the evidence (why's and why not's)

While-Reading/Detail (10-12 minutes) • To provide students with practice in reading for detail

- In pairs, ask students to write down the things Rajeshwari likes and doesn't like about her job. - Demo, then give HO. - WCFB, T writes answers on the WB.

Post-Reading/Free speaking practice for fluency (12-15 minutes) • To provide with an opportunity to reflect on the text and to be able to express their own ideas about call center in a similar manner

- Regroup the class - SS select one of three job location slips - SS imagine that they are a call center worker at a bank- yapı kredi bankası, an airport- atatürk havalimanı, or travel agency- istanbul seyahat. - ICQ: check they understand it's their job: Who works at a bank? SS raise their slips. - SS write 5 things they like and don't like about their job (express opinions). Then discuss with partner. - T monitors conversation and provides delayed error correction, as necessary

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