Warming   up

1.      Lead-in

Step 1

Get students   involved in the topic of this unit— Communication with the   following question:

What are   the common ways of communication? (phone,   letter, e-mail, instant message, social media, visits, get-together…)

Step 2

Play a   video clip on communication, and then ask students to point out the characteristics   of effective/ineffective communication?

(speak clearly, reasonable pace, friendly tone,   direct eye contact, raise open-end questions, concentrate your mind, be willing   to actively listen to others, don’t make   assumptions, be polite and friendly.)

5 min

2.       Warm-up

Step   1

Ask students to describe how they make   phone calls with the help of some key vocabulary.

handset      dial    button    hang   up   hands-free

Then answer the following questions on   the expressions used in a call.

1)    What   do you say when you get through? (Hello,   this is …May I speak to…?)

2)    Can   you say some English expressions you’ve heard on the phone?

l   Sorry! The number you dialed is out of   service.

l   The subscriber you dialed is power   off.

l   The subscriber you dialed is busy now,   please redial later.

l   Please hold on, the subscriber you   dialed is busy now.

l   The number you dialed does not exist,   please check it and dial later.

Step   2

Students are required to complete the   exercise on their own and then check the answer with their partner.

Step 3

Teacher checks the answer.

Key: e-d-c-a-f-b

Step 4

More expressions used in telephone calls are provided for   students’ reference.

10 min

Listening   1

1.       Pre-listening

Step   1

Introduce some background information   by asking the question:

What information should you get from   the caller when taking a message? (name,   company, telephone number, date, time, issue…)

Step   2

Pronounce the new vocabulary and key   sentences for the class to repeat and explain them one by one.

5 min

2.       While-listening

Step 1

Listen   to the dialogue for the general idea and write down some key information.

Step 2

Listen   again and focus on Tracy’s expressions.

Key: How may I help   you?

Can you hold for a moment?

Anything I can do for you?

Step 3

Listen   for the third time and complete the message note.

Key: 1) Ms Jones

2)   Bill Burton

3)   Pacific Insurance

4) Call Bill Burton back before 3 pm this afternoon. It’s   important and urgent.

10 min

3.       Post-listening

Group work: discuss how to take a   message effectively. (write clearly and   legibly, write down important   information, confirmation, correct spelling and telephone number…)

5 min

Speaking   1

Role   play (pair work)

Step   1

Set up two situations for students to   make up dialogues with the help of some useful expressions.

Situation 1

John’s classmate Anna called to tell   him there is a party tonight and invited him to go with her, but John went   downtown and his roommate Mark answered the phone. So Anna left John a   message that she wanted him to call back at 250-684-3234 and meet her at   Harold’s Department Store.

Situation 2

Your classmate Anna called to say that   she wanted to use John’s computer for 4 days, but John was out to have   dinner. She would like him to return her call at 021-87860 when he comes back.

Step   2

Ask students to exchange their roles   to practice the dialogues again.

Step   3

Invite two pairs to present of their   dialogue.

10 min