План-конспект уроку з англійської мови для 11 класу

Тема заняття: Ділова телефонна розмова.

Мета заняття:

 практична:  стимулювати у учнів ситуативне діалогічне мовлення  англійською мовою, активно використовуючи тематичну лексику; вдосконалювати навички фонетичної вимови учнів ;

 навчальна: закріпити професійно-орієнтований лексичний матеріал з теми; закріпити способи ведення ділового телефонного спілкування за зразком;

 освітня: забезпечити засвоєння, поглиблення, узагальнення та закріплення основних лексичних знань учнів  з даної теми; формувати вміння і навички діалогічного  мовлення;

 розвивальна:  розвивати вміння самостійно працювати з тематичними видами завдань; ; систематизувати, встановлювати зв'язки раніше вивченого з новим; формувати логічне мислення,  творчу діяльність учнів;

 виховна:  розвивати  розуміння важливості оволодіння англійською мовою і потреби користуватися нею у професійній діяльності;   вміння керувати власними емоціями;  ;  виховувати прагнення до самовдосконалення та саморозвитку.

Форми та методи проведення заняття: бліц-опитування, індивідуальне та фронтальне опитування,  робота з фонетичним та лексичним матеріалом, робота з тематичними текстами та після текстовими завданнями, самостійна індивідуальна робота з роздатковим матеріалом, робота за поданими структурами та зразками,  робота в парах, ігрові завдання. 

Навчально-методичне забезпечення: таблиці, презентації, опорні конспекти, матеріал для творчого завдання,  картки з індивідуальним завданням.

 Література: основна і допоміжна.

                                                                 Хід заняття.

Організаційна частина: привітання учнів ; відмітка у навчальному журналі відсутніх учнів; перевірка готовності до заняття учнів, аудиторії та обладнання.

Фонетична зарядка. Налаштування мовленнєвого апарату на англійську мову, профілактика помилок у вимові. Робота з фонетичною скоромовкою.

Tongue-twister with the sound [f] 

        Four furious friends fought for the phone

 Промовляти  скоромовку слід спочатку беззвучно, але артикулюючи, потім переходити на шепіт і лише потім — промовляти вголос, спочатку в повільному темпі, а далі — у швидкому, пам’ятаючи про чіткість вимови скоромoвки.

Перевірка домашнього завдання. Your home assignment for today was to make up business telephone dialogues. Let’s listen to some students ….

Повідомлення теми заняття. We are learning more expressions connected with our theme.  Telephone calls in English aren’t easy! You may already be nervous speaking English but the telephone adds extra pressure — you have no time to prepare and you can’t use body language to help. And there’s stress about saying things the “right” way in English, even simple things like how to answer the phone.

 Рольові ігри (мікродіалоги)

TELEPHONE LANGUAGE

Answering the phone:

•       Good morning/Good afternoon/ Good evening/ Hello!
•       Hotel “Odesa”. ( This is )  Helen speaking.
•       Helen speaking.
•       How can/could/may I help you?

Asking for the caller’s name:

•       Who’s calling, please?
•       Could I take your name, please?
•       Hello, caller. Could/May I have your name, please?

Introducing yourself:

•       Hello! This is Kevin Jelf calling.
•       Hello, this is Kevin Jelf from Friend Technology Firm.

My name is Kevin Jelf from England PC Services.

Asking for someone or something:

•       Could/May/Can I speak to Charles Steven, please?
•       I’d like to speak to Charles Steven, please.
•       Could you put me through to Charles Steven, please?
•       Could I speak to someone who …
•       I am just calling to say…

Connecting someone:

•       One moment (Just a second or moment), please.
•       I’ll see if he is in or if Mr. Steven is available.
•       Please hold on. I will get you through him.
•       Could you hold the line, please?
•       Please, hold the line.
•       Certainly, Mr. KevinJelf. I’ll just put you through.
•       Of course, Mr. Jelf. I’ll just see if he’s available.
•       Mr. Jelf? Thank you for holding. I’m just putting you through to Mr Steven.
•       I’ll put you through.
•       I’ll connect you.
•       I’m connecting you now.

Explaining absence:

•       I’m afraid Mr. Steven isn’t in at the moment.
•       I’m sorry, he’s in a meeting at the moment.
•       I’m afraid he’s on another line at the moment.
•       I’m sorry but Mr. Steven is away on business until Thursday.
•       I am sorry you have dialed a wrong number.
•       He is not in office now.

Taking a message:

•       I am sorry, Mr. Steven is out/ busy at the moment.
•       Can I ask who is calling?
•       Can I take a message?
•       Would you like to leave a message?
•       Can I give him/her a message?
•       I will let him know you called.
•       Is there anyone else you would like to speak to?

•       I’ll tell Mr. Steven that you called.
•       I’ll ask him to call you as soon as possible.
•       If you’d like to give me your number, I’ll ask her to call you back.
•       Could you call again after 2 hours?

Leaving a message with someone:

•       Yes, it is Kevin Jelf here. Could you ask him to call me when he is available?
•       My number is…
•       No, that is okay. I will call back later.
•       Could you tell her that her friend Kevin called?
•       No, that’s all, thank you.
•       Thank you very much, you’ve been very helpful.

Finishing a conversation:

•       Thanks for calling. Bye for now.
•       I need to hang up now.
•       I’ll talk to you soon. Bye.
•       Thank you for calling, Mr. Steven. Good bye.
•       Thank you for calling Friend Technology Firm. Have a nice day!

Notes:  (for formal language)

•       A person who identifies himself/herself by phone can say: “My name is…”, “This is…” or “It’s…”, but never: “I’m…”.
•       British English use speak with “to”, American English use speak with “with”.
•       If the caller is a woman, we had better to use the Ms title (this is a neutral alternative for Miss and Mrs) instead of saying “It’s Mary Smith here“.

Dealing with telephone problems

You have the problems on the phone.

•       1)  Your phone runs out in the middle of a conversation. 
•       2)   There’s a lot of noise around you. 
•       3) You ring the wrong number.
•       4)  You can’t hear the other person. 
•       5)  The other person speaks too quickly. 
•       6)  You can’t understand the other person’s English. 
•        7)  You get poor reception on your mobile.

    In each call, one person describes the problem. Complete these phrases with the letters a, e, i, o or u in the adjectives.

•       1)  It’s a really b d line.
•       2)  It’s too n sy.
•       3)  I think we’ve got a cr ss d line.
•       4)  I must have got the wr ng number.
•       5)  My battery’s very l w.
•       6)  Sounds like we’ve got a f lty line.
•       7)  You’re breaking up. The reception’s t rr bl .

  To add emphasis, we use words called modifiers such as too and really. Complete these phrases and underline the correct word in italics.

•       1)  It’s a really/too bad line.
•       2)  The reception is very/absolutely terrible from the train.
•       3)  I need to recharge my mobile. The battery’s totally/very low
•       4)  I can’t hear. The traffic’s absolutely/too loud.
•       5)  Sorry, it’s too/such noisy here today.
•       6)  This line is such/so poor.
•        7)  This is so/such a terrible line. I can’t hear a thing.

       Re-order the words to make suggestions for solving the problems.

•       1)  sorry you up speak can?
•       2)  the down let’s phone put
•       3)  calling try later again
•       4)  me call you let back five in minutes
•       5)  him try 376 on extension
•       6) email about it sending how me by?
•        7)  up ring the hang and other number

Problems/Making special request:

•       I’m sorry, I don’t understand. Could you repeat that, please?
•       I’m sorry, I can’t hear you very well.
•       Could you speak up a little, please?
•       I’m afraid you’ve got the wrong number.
•       I’ve tried to get through several times but it’s always engaged.
•       Could you spell that, please?
•       Sorry, my English is not good. Could you speak a little slower?
•       Could I ask you to spell your surname for me, please?
•       I’m so sorry. The line is very bad this end.
•       Could I ask you to repeat your name, please?
•       Sorry, I didn’t quite catch that. Could you say your name again, please?

Confirming information:

•       Let me repeat that just to make sure.

Read, translate, analyse and write down new words and expressions

Telephone Business Conversation

Ms. Anderson (sales representative Jewels and Things): ring ring...ring ring...ring ring...
Mr. Smith (Secretary): Hello, Diamonds Galore, this is Peter speaking. How may I be of help to you today?

Ms. Anderson: Yes, this is Ms. Janice Anderson calling. May I speak to Mr. Franks, please?

Mr. Smith: I'm afraid Mr. Franks is out of the office at the moment. Would you like me to take a message?

Ms. Anderson: Uhm...actually, this call is rather urgent. We spoke yesterday about a delivery problem that Mr. Franks mentioned. Did he leave any information with you?

Mr. Smith: As a matter of fact, he did. He said that a representative from your company might be calling. He also asked me to ask you a few questions...

Ms. Anderson: Great, I'd love to see this problem resolved as quickly as possible.

Mr. Smith: Well, we still haven't received the shipment of earrings that was supposed to arrive last Tuesday.

Ms. Anderson: Yes, I'm terribly sorry about that. In the meantime, I've spoken with our delivery department and they assured me that the earrings will be delivered by tomorrow morning.

Mr. Smith: Excellent, I'm sure Mr. Franks will be pleased to hear that.

Ms. Anderson: Yes, the shipment was delayed from France. We weren't able to send it along until this morning.

Mr. Smith: I see. Mr. Franks also wanted to schedule a meeting with you later this week.

Ms. Anderson: Certainly, what is he doing on Thursday afternoon?

Mr. Smith: I'm afraid he's meeting with some clients out of town. How about Thursday morning?

Ms. Anderson: Unfortunately, I'm seeing someone else on Thursday morning. Is he doing anything on Friday morning?

Mr. Smith: No, it looks like he's free then.

Ms. Anderson: Great, should I come by at 9?

Mr. Smith: Well, he usually holds a staff meeting at 9. It only lasts a half-hour or so. How about 10?

Ms. Anderson: Yes, 10 would be great.

Mr. Smith: OK, I'll schedule that. Ms. Anderson at 10, Friday Morning...Is there anything else I can help you with?

Ms. Anderson: No, I think that's everything. Thank you for your help...Goodbye.

Mr. Smith: Goodbye.

Short Summary of the Telephone Conversation

Review your knowledge by filling in the gaps with the words and phrases below to complete the summary of the conversation.

Ms. Anderson telephones Diamonds Galore to 1)_____ with Mr. Franks. Mr. Franks is not in the office, but Henry Smith, the secretary, speaks to Ms. Anderson about a 2)_____ problem with some earrings. The earrings have not yet 3)_____ at Diamonds Galore. Ms. Anderson tells Peter that there was a problem with the 4)_____ from France, but that the earrings should arrive tomorrow morning.

Next, they _5)____ a meeting between Ms. Anderson and Mr. Franks. Mr. Franks is not able to 6)_____ with Ms. Anderson on Thursday because he is 7 )_____. They finally decide on Friday morning at 10 o'clock after a 8)_____ that Mr. Owen usually holds on Friday mornings.

Answers

1.speak, 2. delivery/shipment,3. arrived, 4. shipment/delivery, 5. schedule, 6. meet, 7. busy, 8. staff meeting

Підведення підсумків:  Висновки викладача щодо вивчення теми, зауваження щодо засвоєння учнями матеріалу.

Оцінювання відповідей: та їх короткий коментар

Домашнє завдання :   Підготувати доповідь про проблеми ділового спілкування по телефону. Джерело інформації:

ttp://www.languagekey.com/Business_Telephoning_in_Practice.pdf . Telephone Communication Problems: a Bad Line,  an Unclear Message (p. 152 – 161)