Advanced Support Role Plays

adamjdaen · Post by **adamjdaen** » Wed Jun 21, 2006 2:18 am

Hello,

I am working in China teaching bus english to advanced adults who are software support consultants and they want to improve their telephone support skills.

I have introduced lots of telephone language and asked them to write and present telephone support scripts which works well but I am running out of exercises related to this.

Any ideas??

I am also teaching from the market leaders for the other half of the time.

Thanks

Adam

emile · Post by **emile** » Thu Jun 22, 2006 12:48 am

For telephone support work, they need to know a lot of communication skills: effective questioning techniques, showing empathy, dealing with difficult customers, assertive communication, active vs. passive listening. Voice training activities should also work well: practising word stress and sentence stress, linking sounds, using correct rhythm and chunking sentences.

my site: www.roadtogrammar.com

tigertiger · Post by **tigertiger** » Sat Jun 24, 2006 2:05 pm

There is also the Effective series from Oxford English

Effective Telephoning.
There is a book, Audio and VCD. Available in China.

It has been criticised for making things more complicated than they need to be. But your guys might be ready for this.

It is very content orientated and can be boring for the students, but is they do homework, then they can pre read to get good value.
It is full of functinal language, and is full of techniques and theory about phone practice.

kungzoo · Post by **kungzoo** » Fri Aug 04, 2006 1:13 pm

I like the roleplays and dialogs from the LiveABC publications. They are selling books and magazines across several Asian countries. I've seen them in traditional Chinese script, so am not sure if they are in the mainland, but if they are, it is worth seeking them out. Basically, they come with interactive CDRom support, so there are plenty of activities you can do with them. Students need to be of a good level to use them.
You can visit the Korean site support for LiveABC here (has some sample downloads): http://www.liveabc.co.kr/

Their English site: http://www.liveabc.com/english/

Taiwan: http://www.liveabc.com/index.asp

My site: http://esl-teaching-resources.blogspot.com