the IT module
This lesson plan was written and produced by www.one2oneacademy.com. Teaching students from various sectors over the last 6 years has enabled this module to be based on realistic situations that are commonly found in this sector. Situational learning creates an ideal learning experience since it’s based on the application of theory.
Don’t worry if you can’t complete all the tasks in two hours as every student moves at a different pace. This class will be recorded at strategic points and you will be provided with audio’s. Files will be shared via GDRIVE so it would be best if you have a google account.
We hope that you enjoy this module and that you provide some feedback at the end of each module so that you can share your learning experience with other students.
The IT Department
This module is designed to target key vocabulary, pronunciation and glossary in this sector. You will be placed into a scenario where you will have to demonstrate understanding and apply theory.
Section 1 - The Phone
You will learn how to answer the phone for your department, take messages for colleagues and understand how to interact with clients. Very effective for those students who want to learn more about voice intonation, empathy, speed of speech and phone manner.
Whether you need to refresh your knowledge, want the challenge of practicing or learning for the first time, it’s a valuable section which can be applied immediately. You will need to make a note of the following information as it will be used throughout this story. You are expected to improvise and this module is aimed at an intermediate level.
Aftercare service has a response time of up to 72 hours and excludes weekends. Priced at 1,727.45 Inc VAT
Aftercare service has a response time of up to 48 hours and excludes weekends. Priced at 2,561.93 Inc VAT
Aftercare service has a response time in real time and is available 247, 7 days a week. Priced at 3,272.87 Inc VAT
All prices are based on an annual renewal.
Task 1 - Interacting with your team
A.The story takes place at your office, you have just entered your office and you want a coffee. Both Maria and James are already at their desks, interact with them and ask them if they would like a coffee. Get a pen and paper and write the response down, you should confirm what was said.
Can I get
Nothing for you
Task 2 - Coffee
You have made everyone in the IT department a coffee, give the coffees to them.
Task 3 - Objectives
As the IT manager, you have to set objectives for your team, here you will call a quick meeting and also learn about the key vocabulary used for delegation. These are the tasks for your team:
Check coding in test mode to identify any problems
Migrate data to another server with no downtime
Delegate these tasks to Maria and James
Task 4 - The Phone
The tasks have been delegated to your team, you are alone in the department and the phone rings, answer the phone for your department. Here you will learn how to use target vocabulary, apply empathetic voice tones and take messages.
It’s 9:45 am, answer the phone
Regarding / in connection with
Could / Can / May
Parts of the day: morning, afternoon and evening
Observe the text below to interact with your client:
Client: Oh, good morning can I speak to Maria Goldman please.
Client: In that case could I leave a message for her?
Client: Great, could you tell her to call me back when she is free.
Client: Yes, it’s regarding a problem we have with our website loading time.
Client: Yes, my contact number is 0044 207 863 247
Client: Thank you, oh sorry I didn’t catch your name?
Client: Sorry could you spell your surname, I am awful with names.
Client: Thank you so much, you have been very helpful.
Task 5 - The Message
Maria has just got back in the office after having a conference call with a client. She asks you if there were any messages whilst she was gone. Participate in the conversation, here you will need to apply reported speech.
Maria: Hi, I’m back, did anyone call when I was out?
Maria: Did he mention what it’s about?
Maria: Oh yes, he did phone last week with a similar problem, I need to find out why it’s happening. Did he leave a contact number?
Task 6 - Lunch
The time is now 2pm, you are going out for lunch with a few friends. Tell your colleagues that your going out and to take messages for you.
Task 7 - ZANA
Your back from lunch and your manager has informed you that you have a meeting with George Grey the CEO for ZANA. It’s the first time your meeting him. Interact with him, introduce your team, participate in small talk, ask him questions about his project. You will need to take notes as you will have to write an email as part of your homework to your manager. This email will be a summary of your meeting.
You walk into the conference room, the time is now 3:50 in the afternoon, your entire team is with you. The conference call software beeps to indicate that your client is ringing. Answer the call
Client: Good morning, my name is Mr George Grey, I’m the CEO for ZANA.
Client: Pleased to meet you too, thank you all for taking the time out of your busy schedules to meet me today.
Client: Yes why not, let’s make a start.
Section 2 - The Conference Call
Client: The project is all about setting up a website for our company, we have outgrown the limitations that we have with our current one and we need something to take us to the next level.
Client: We have set aside a budget of around 12k sterling but we have a contingency fund of 2k should we need it. Obviously we would prefer not to.
Client: Hmmmm time scales, well let’s just say that we would like something up and running before January of next year, I think that’s realistic.
You: (Confirmation vocabulary)
Client: Would you mind explaining the types of aftercare service plans you have, just so that I have an idea of the costs involved.
You: (look at your notes and explain them to the client, try to upsell the most expensive one as you know that it’s the best option for him).
Client: That’s great, I understand.
Based on your experience ask more questions, you will be provided with information. How you interact will depend on the result.
Client: Well I think that I have enough information for now.
Client: I think that we will be in a position to give you an answer as to whether or not we will progress to the next stage next Monday. If we decide to would it be possible to have a physical meeting?
Client: Fantastic, thank you all again for your time, I truly appreciate it and I will be in touch on Monday either way.
Client: Thank you and bye for now.
The meeting has finished, if you have managed to complete all these tasks within the hour then your homework will be to write a report to your manager Sally with a summary of your meeting using all the information that you recorded during your class.
Later that day, you receive a phone call from your client who confirms that he would like to progress to the next stage and arrange a meeting at your office for the following week. You told him that you would confirm with Sally and call him back with availability.
Section 3 - The Keyboard
In this section, you will be shown the correct pronunciation for keyboard symbols.
period (US) or full stop (UK)
“at” sign or symbol
and or ampersand
Section 4 - Follow Up
Your email was sent to your manager and she would like you to phone the client to confirm that there are 3 possible meeting times for next week as requested by the client. She has agreed to be present at the meeting.
Task 1 - Phone a client
Phone ZANA’S head office and ask to speak to your client. You will first interact with the secretary before you speak to the client.
Receptionist: Goodmorning, This is ZANA, how can I help you?
Receptionist: Just going to put you on hold for just a minute while I check if his extension is free.
Receptionist: Hi, his extension is available, may I ask who’s calling?
Reception: What’s it in connection with?
Reception: Thank you, just transferring you now
Client: Hello good morning George Grey speaking.
Client: I’m very well thank you and yourself?
Client: That’s great, when could we meet?
You: ( Tuesday the 15th at 4pm, Wednesday the 16th at 5pm or Thursday the 17th at 6pm)
Client: I think that Wednesday will be best for me, will Sally be there?
Client: Great see you next Wednesday at 5pm
Client: Thanks for calling and looking forward to meeting you and Sally, good bye.
DEAR MANDI, LET ME SAY YOU A BIG "THANK YOU" FOR YOUR HELP WITH PREPARING ME TO IELTS EXAM. THANK YOU FOR YOUR CONFIDENCE AND SUPPORT. EVEN WHEN MY HOME WORKS WERE DIFFICULT AND I HAD NO TIME,- I ALWAYS TRIED TO COMPLETE EVERYTHING IN TIME BECAUSE I DIDN'T WANT TO DISAPPOINT YOU. YOU HELPED ME TO BE MORE CONFIDENT IN EACH PART OF THE EXAM, ESPECIALLY IN SPEAKING. IN THE BOTTOM LINE - ALL MY GOAL WERE REACHED! I HOPE TO SEE YOU NEXT TIME YOU VISIT IN ISRAEL.
I TOOK A LESSON WITH SANJ IN ORDER TO PREPARE TO A TELEPHONE INTERVIEW I WAS ABOUT TO HAVE. SANJ GAVE SOME VERY GOOD TIPS FOR THE INTERVIEW AND A BRIEF LESSON TO IMPROVE MY GRAMMAR AND SPEAKING SKILLS. HE ALSO HELPED ME TO FORMULATE BETTER ANSWERS TO COMMON INTERVIEW QUESTIONS – ALL OF THESE IN ONLY ONE HOUR! THE PREPARATION DEFINITELY HELPED ME TO FEEL MORE CONFIDENT AND TO SPEAK MORE FLUENTLY DURING THE INTERVIEW, AND EVENTUALLY TO GET THE JOB!
I REALLY APPRECIATE THAT YOU HELPED ME GROW IN MORE THAN ONE DIMENSION. THANK YOU SO MUCH FOR SHARING YOUR KNOWLEDGE AND PASSION WITH ME IN THE CLASSES – I DIDN’T REALIZE HOW MUCH I HAD LEARNED UNTIL I GOT SUCH A NICE GRADE IN PTE ACADEMIC EXAM. THANK YOU FOR YOUR PERSONAL CONCERN FOR ME – YOUR EMOTIONAL SUPPORT WAS INDEED PRICELESS. I HAVE BEEN VERY FORTUNATE TO BE MANDI’S STUDENT AND I HIGHLY RECOMMEND TO TAKE HER EXAM PREPARATION CLASSES.