Ana Santiago Ana Santiago

Functional Language
Upper - Intermediate level


Abc Audio File - Language for dealing problems in the phone
Abc Navigate Coursebook B2 Upper-Intermediate.

Main Aims

  • By the end of the lesson, learners will have practiced for accuracy and fluency functional language for functional language the context of dealing with problems over the phone.

Subsidiary Aims

  • They will have also practised their speaking for fluency in a discussion on the topic of dealing with problems over the phone.


Warmer/Lead-in (3-3 minutes) • To engage learners and activate their previous knowledge of topic area “Dealing with problems on the phone” (Functional Language)ledge of topic area “Dealing with problems on the phone” (Functional Language)

• Teacher welcomes learners. • Teacher show different words, asking students to write one noun can follow them all (Activity 1) Instructions: Write one or two nouns can follow the next words… Students HAVE to write “Call”. If they do not write teacher will help. • Teacher ask, “HOW DO YOU FEEL RECEIVING SALE CALLS?” • Students discuss their ideas as a whole class. • Teacher conducts OFCB.

Listening for gist (8-8 minutes) • To provide an initial familiarity with the audio

Instructions: Listen and complete the next sentences in the Language for speaking box. (Activity 2) • Teacher shows the task. • Teacher plays audio. • Students listen and answer individually. • Students check answer in pairs (breakout rooms) • Teacher conducts OFCB.

Clarification (10-10 minutes) • To cover MPF of key vocabulary to aid completion of the tasks

MEANING Instructions: With your partner or group, put the next function in the correct category. (Activity 2) Getting rid of unwanted callers. I don’t take sales calls. Would you remove my name from your database? Ending a conversation politely. It’s been great talking to you. I’d better get off the phone. I’ve got a ton of work to do. Dealing with a bad phone line. The coverage isn’t too good here. I’m losing you again. APPROPIACY Instructions: With your partner or group, identify if it’s a formal or informal way to answer and write the missing form. Sometimes we use phrases like “Please”, “Thank you” “Excuse” to be more polite, and conjunctions for informal.

Controlled Practice (10-10 minutes) • To concept check and prepare students for more meaningful practice

Instructions: Choose the correct options to complete the conversations conversations. (Activity 4) • Teacher explain what students have to do. • Students work in pairs/group via breakout rooms. • T conducts OCFB

Free Practice (10-10 minutes) • To provide students with free practice of the target language

Instructions: Work with a partner. You are going to role-play a phone conversation using the phrases in exercise 2. • Teacher explain what students have to do. • Teacher shows role play theme (Activity 5) • Students work in groups via breakout rooms. • Students play the role. • Teacher conducts OCFB.

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