Lesson Plan on Handling Telephone Calls

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Lesson Plan | Active Methodology | Handling Telephone Calls

Keywords Telephone Calls, Active Listening,
Professionalism, Clear
Communication, Role-Play,
Customer Service, Problem Solving,
Feedback, Communication Skills,
Clarity, Telephone Etiquette, Real-
World Applications
Necessary Materials Customer complaint scenarios,
Common telephone phrases and
jargon lists, Script templates for
mock sales calls, Paper and pens for
note-taking, Timer for activity
management, Space for group
discussions and role-plays
Premises: This Active Lesson Plan assumes: a 100-minute class duration,
prior student study both with the Book and the beginning of Project
development, and that only one activity (among the three suggested) will be
chosen to be carried out during the class, as each activity is designed to take
up a large part of the available time.
Objectives
Duration: (10 - 15 minutes)
The purpose of this stage is to set the foundation for the lesson by outlining
the key skills and knowledge the students need to develop in order to
confidently manage telephone calls. By establishing clear objectives,
students will be able to focus on what they are expected to learn and achieve
throughout the lesson, ensuring that they grasp the significance of effective
communication skills in real-world scenarios, such as customer service,
business interactions, and personal calls.
Main Objectives:
1. Identify the essential skills required for effectively handling
telephone calls in various contexts.
2. Understand the importance of maintaining professionalism and
clarity during telephone conversations.
Teachy - Lesson plan

Side Objectives:
1. Recognize common challenges faced during telephone communication
and strategies to overcome them.
2. Familiarize with terminology and phrases commonly used in telephone
conversations.
Introduction
The purpose of this stage is to engage students’ prior knowledge while
connecting the lesson content to real-world scenarios. By presenting relatable
problem situations, students will be encouraged to think critically about the
challenges they may face in telephone communication and reflect on
strategies that can help them navigate these situations effectively.
Additionally, contextualizing the subject highlights its relevance to everyday
life, making the learning experience more meaningful and motivating.
Problem-Based Situation
1. A student receives a phone call from an irate customer seeking assistance
with a faulty product. The student must calmly handle the situation while
addressing the customer’s concerns and seeking a resolution, showcasing the
necessity of active listening and clear communication.
2. Another student answers a call at a local business, only to realize they
don’t fully understand the caller’s request due to unclear speech. This
scenario emphasizes the importance of asking clarifying questions and
maintaining professionalism even when facing communication barriers.
Contextualization
Handling telephone calls is an essential skill in today’s fast-paced world,
whether for professional settings or personal interactions. Imagine you’re
working at a bustling café, and the phone rings with a customer wanting to
place a large order for an event. The effectiveness of your communication
could impact the satisfaction of that customer and the café’s reputation.
Moreover, every phone conversation is an opportunity to foster relationships -
a friendly greeting can brighten someone’s day! Consider how many
conversations you have had on the phone that either went smoothly or left
you frustrated. Therefore, mastering this skill not only builds confidence but
also prepares students for potential future job opportunities where strong
communication skills can set them apart from the competition.
Development

The purpose of this stage is to engage students in hands-on activities that
reinforce the skills and concepts they have learned about handling telephone
calls. By participating in interactive scenarios, students will apply their
knowledge in a practical context, enhancing their understanding of effective
communication strategies in real-world situations. This active engagement
enables students to explore their challenges, build confidence, and improve
their ability to manage telephone conversations successfully.
Activity Suggestions
It is recommended that only one of the suggested activities be carried out
Activity 1 - The Customer Complaints Challenge

> Duration: (60 - 70 minutes)
- Objective: To enhance students’ skills in handling difficult telephone
conversations through role-play, fostering effective communication and
problem-solving skills.
- Description: In this engaging activity, students will simulate a customer
service call scenario where one student plays the role of an irate customer,
while another acts as the customer service representative. Each group will be
given a unique case of customer complaint (e.g., a faulty phone charger, an
incorrect food order, or a delayed delivery). The ‘customer’ will express their
frustrations, and the ‘representative’ will need to respond effectively while
maintaining a calm and professional demeanor. Students will switch roles
after a set time so that everyone gets to practice handling complaints. This
hands-on experience will allow students to apply active listening skills and
practice empathy while learning how to remain composed during challenging
conversations.
- Instructions:
 Divide the class into groups of 5 students.
 Distribute unique customer complaint scenarios to each group.
 Designate roles within each group: one customer and one

representative for the first round of role-play. The rest can observe and
take notes on effective strategies used.
 Give the groups 10 minutes to prepare their roles, encouraging them

to brainstorm possible questions and responses.
 After preparation, conduct the role-play for 5 minutes per scenario,

allowing time to switch roles.

 After both roles have been played, groups will discuss what strategies
worked well and what could be improved.
Activity 2 - The Clarity Call Quiz

- Objective: To improve students’ articulation and clarity of communication
through a fun and creative telephone game, highlighting the difficulties that
arise from miscommunication.
- Description: In this fun and interactive activity, students will participate in
a ‘telephone game’ but with a twist! Each group will receive a list of common
phrases and jargon used in telephone conversations. They will then take
turns whispering them through the group. The challenge is to accurately
convey the phrase without miscommunication, emphasizing clarity and
articulation. At the end of the game, groups will share their phrases and
reflect on any misunderstandings that occurred, discussing the importance of
clear communication on phone calls.
- Instructions:
 Organize students into groups of 5 and gather common phone phrases
or terminology relevant to the lesson.
 Set up the game in a circle, where one student whispers the phrase to
the next and so on.
 After each group has completed their round, they will present the
original phrase and the final communicated phrase to the class.
 Discuss as a class the importance of clarity in communication, focusing

on the challenges faced during the activity.
Activity 3 - The Professional Pitch

- Objective: To develop professional communication skills in a telephone
context by practicing sales pitches, focusing on persuasive and clear
communication.
- Description: In this engaging group activity, students will organize a mock
sales call where they must pitch a fictional product or service (e.g., an eco-
friendly gadget, a new app). Each group will develop a brief script that
includes their introduction, the product’s key features, and how it meets
customer needs. Students will practice their pitches over the phone,
switching roles between caller and receiver. After the calls, they will critique
each other’s performance focusing on tone, clarity, and effective use of

questioning. This activity emphasizes professionalism and confidence in
telephone conversations, mirroring real-world business interactions.
- Instructions:
 Split students into groups of 5 and assign them to create a fictional
product or service.
 Allow each group 15 minutes to brainstorm and develop their pitch

scripts.
 Students will then pair off to practice making their sales calls,
switching roles after 5 minutes.
 Post-calls, each group will provide feedback on the clarity,

professionalism, and engagement of their calls to encourage
constructive criticism.
Feedback
The purpose of this feedback stage is to foster a reflective learning
environment where students can discuss their experiences from the hands-on
activities. By sharing insights and analyses with their peers, students deepen
their understanding of the essential skills required for handling telephone
calls effectively. This collaborative discussion encourages students to learn
from one another, solidifies their knowledge, and cultivates a supportive
classroom atmosphere where communication skills can be continuously
improved.
Group Discussion
Let’s take this opportunity to share our experiences from today’s activities.
Each group will have a chance to discuss what they learned about handling
telephone calls, highlighting any strategies that worked well and areas where
they felt challenged. Remember, sharing insights not only helps us learn from
each other, but it also reinforces our understanding of effective
communication. Who would like to start?
Key Questions
1. What strategies did you find most effective when handling difficult phone
conversations?
2. How did switching roles impact your understanding of the caller’s
perspective?

3. In what ways can clarity and articulation influence the outcome of a
telephone call?
Conclusion
The purpose of this stage is to consolidate the learning experience by
summarizing the key insights from the lesson and demonstrating how theory,
practice, and real-world applications are interconnected. This reflection not
only reinforces the students’ understanding but also emphasizes the practical
implications of effective telephone communication skills in everyday
situations.
Summary
In today’s lesson, students explored the essential skills required for handling
telephone calls, focusing on active listening, articulation, and
professionalism. Through engaging activities such as role-plays simulating
customer complaints, an interactive clarity challenge, and mock sales calls,
students practiced the theoretical concepts they studied at home. This
comprehensive approach allowed them to experience real-world applications
of effective communication.
Theory Connection
The lesson connected theory to practice by allowing students to apply their
prior knowledge of telephone call etiquette and strategies in simulated
environments. By engaging in role plays and interactive games, students
could see firsthand how the theoretical principles translate into everyday
interactions. For example, active listening was not just a concept but a vital
component of resolving customer complaints, showing its importance in
maintaining a positive outcome in a conversation.
Closing
In closing, mastering the art of handling telephone calls is not just about
acquiring a skill; it equips students with the confidence to engage in
meaningful conversations that can impact their personal and professional
lives. Whether receiving a call from a friend or addressing a customer as a
future employee, the ability to communicate clearly and professionally holds
significant relevance. These skills can set students apart in competitive job
markets and play a crucial role in building lasting relationships, making them
invaluable in everyday life.

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Teachy/Lesson plan

Lesson Plan | Active Methodology | Handling Telephone Calls

Teachy - Lesson plan

Teachy - Lesson plan

Activity 1 - The Customer Complaints Challenge

 Distribute unique customer complaint scenarios to each group.

 Designate roles within each group: one customer and one

 Give the groups 10 minutes to prepare their roles, encouraging them

 After preparation, conduct the role-play for 5 minutes per scenario,

Teachy - Lesson plan

Activity 2 - The Clarity Call Quiz

 Discuss as a class the importance of clarity in communication, focusing

Activity 3 - The Professional Pitch

Teachy - Lesson plan

 Allow each group 15 minutes to brainstorm and develop their pitch

 Post-calls, each group will provide feedback on the clarity,

Teachy - Lesson plan

Teachy - Lesson plan

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