Teaching Resources

By Tyler Mitchell,2014-05-13 01:35
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Teaching Resources

    As at 4.1.2008

    Learning and Teaching Resources

    for Learning English through Workplace Communication

The resources presented here are meant to be examples to show the types of

    activities/materials that can be designed and developed to help students to work on

    the various focuses of the module in the Suggested Schemes of Work for the Elective Part of the Three-year Senior Secondary English Language Curriculum (Secondary

    4-6) (2007) (hereafter referred to as SoWs). Teachers are encouraged to adapt, modify and develop their own resources or make use of other relevant materials to

    suit the needs and interests of their students.

Lessons 5-7: Starting a scrapbook of a selected trade/business (please refer to SoWs



    Choose a topic that is relevant to the world of business/work. News cuttings on a narrow or

    specialised topic are likely to contain quite a lot of new vocabulary, so make sure that your

    topic is one that interests you and may be useful to you. Try also to ensure that it is a topic

    which will be in the news often enough for you to be able to find and choose without

    difficulty a variety of suitable articles. You can look for material in newspapers and

    magazines as well as on the Internet.

Examples of the sorts of topics you may wish to select:

     a particular industry (e.g. the hotel industry in Hong Kong)

     corruption and fraud in business

     a particular large company (e.g. Cathay Pacific, Google, HSBC)

     a commodity (e.g. oil)

     the property market

     a particular development

     a currency

     new hi-tech products

     “green” concerns and industry

The aim of the scrapbook is for you to develop your knowledge of a topic of interest to you

    and to extend your vocabulary. With this in mind, you need to browse printed material, select

    articles, read them carefully ensuring you understand them and check new vocabulary. Useful

    activities include writing brief summaries of the articles, choosing a number of words to learn

    and practise using, and making your own comments on the material.


    As at 4.1.2008

    Examples of scrapbook entries

Example 1

    An article entitled “McDonalds seeking star makeover from the BBC website

    (available at; or a headline search can be

    conducted at


    McDonalds is trying to give itself a new image, healthier and more up-to-date. For this reason it

    intends to create a new uniform for its staff. It plans to use a top designer for this task.


    1. makeover a set of changes to improve someone/thing

    Look at her now she has had a real makeover!

    2. leading very successful

    Jimmy is our leading salesman here.

    3. contemporary modern

    I don’t listen to much old music. I like the contemporary stuff.

    4. franchise the right to sell someone else‟s product

    If we are successful we sell franchises all around the world.


    After seeing Super-size Me I can understand why McDonald‟s wants to improve its image and has

    introduced some new menu items. I like the red uniforms in Hong Kong. McDonald‟s here is a

    friendly place where everyone goes. I don‟t think they should be overly smart.

Example 2

    An article entitled “Cathay Pacific releases May 2005 traffic figures from the Cathay

    Pacific website

    (available at:

    10VgnVCM22000022d21c39____ or a headline search can be conducted at


    Despite the high price of oil and more capacity being available, Cathay Pacific managed to attract

    more passengers and cargo than last year. The company is pleased about this but realises its profits

    may still be affected by the cost of fuel.


    1. year-on-year a change from one year to the next

    We are aiming for a year-on-year growth rate of 5 %.

    2. freight cargo

    A lot of freight moves on rail in China.

    3. load factor average use of full capacity

    What is the load factor on the Wanchai-Mongkok route? I never seem to see so many people.

    4. over-capacity too much supply

    There are too many flights to Singapore. With such over-capacity profit is impossible.


    The airline industry must be very difficult. World events can change people‟s plans and recently the


    As at 4.1.2008

    price of fuel has gone up and up. The new budget airlines are also challenging the big companies, but

    Cathay Pacific still manages to do well. It is a big employer in Hong Kong so I hope that will



    As at 4.1.2008 Lessons 23-24: Handling complaints (please refer to SoWs pp.114-115)


    1. Study the notes on handling complaints on p.6.

    2. In pairs, practise making and handling complaints by using one set of the role cards


    3. Do the role-play again by choosing another set of role cards and exchanging roles.


    As at 4.1.2008

    Role cards

Set 1

    A B ? You are in charge of returns and refunds ? You are trying to return a shirt that you

    at a department store. bought and wore to a party where it got

    ? A customer wants to return a shirt that he stained.

    bought last week. ? You found the shirt to be a bit tight and

    ? The shirt is creased and has stains on it. no one told you it looked nice at the

    You believe he has used it and therefore party.

    cannot be returned. ? You decided you do not want it. You

    ? It is most unlikely that you can give him want to return it and get a refund.

    a refund, but you need to be polite to the ? You are quite an aggressive person.


Set 2

    A B ? You are a sales assistant in a boutique. ? You bought a jumper in a sale. ? Your company has an absolute policy of ? There was a notice clearly saying

    no returns on sale goods. „No returns‟. ? You find the person complaining rather ? The jumper does not fit you.

    attractive. ? You do not give up easily. ? You are a friendly person. ? You are a polite person.

Set 3

     A B ? Your shop sells expensive brand name ? A month ago you bought a bag in an

    goods. expensive shop. ? You are the manager. ? You put it unopened in a cupboard

    for a special occasion just coming. ? You aim to treat your customers with

    great charm to keep your company ? You have now unwrapped it and

    image. cannot understand why you bought

    such an unsuitable colour you ? Goods can normally be returned up to

    dont want the bag. one week after purchase.

    ? You are willing to beg.


    As at 4.1.2008 Set 4

    A B ? You are a sales assistant in a ? You bought some shoes a few days

    well-known shoe shop. ago.

    ? You can see the shoes have been worn ? You have worn them and they are

    and could not be resold. slightly marked on the soles. ? You try to persuade the customer to ? They aren‟t very comfortable and

    keep the shoes and suggest ways to you no longer want them.

    make them comfortable. ? You are ready to try different ways ? You suddenly lose your temper though to get a refund.

    you know you should not.

Set 5

    A B ? You are new to the shop. ? You rashly bought a new watch that

    you could not afford. ? You are innocent.

    ? You are desperate to get your money ? You are afraid to give a refund.

    back. ? You polish the watch and make the

    ? You have scratched a small mark on scratch almost invisible.

    the watch face in order to get them to ? You suggest putting a new glass face

    take it back. on the watch free of charge.

    ? You are a determined person. ? You suddenly give in.


    As at 4.1.2008

    Notes on handling complaints

You must be polite when handling complaints. Take note of the following:

     listen carefully to what the customer says

     do not accuse the customer of being wrong/cheating/using the product improperly

     use words like seems to soften comments

     remain calm, helpful and smiling

     try to do as the customer wants

     offer something at least to give the customer face

     make it sound as if you are taking special trouble for this customer

     say you are just following company policy

     offer to bring a more senior person to hear the complaint

     use the language of apology

    (e.g. “I’m sorry… ”, “I’m afraid… ”) use polite suggestions

    (e.g. “Maybe you could… ”, “Might it be an idea if…”)

     do not respond to insult

     avoid asking too many questions as though it is an investigation


    As at 4.1.2008

    Lessons 25-27: Planning the final project (please refer to SoWs pp.114-115)


    1. In groups of 4-5, decide on a major business task or event that you would like to set for

    the group project. The task or event may be related to the area of business that you have

    been working on in this module. You may also work on a completely different trade or

    business if you prefer.

2. When you have decided on your project, make a list of the sub-tasks that would need to

    be carried out in order to complete it. These may include some of the following:

     role play a business meeting, take notes and write minutes;

     draw up a plan for the opening of a new shop;

     write a report on a small business, suggesting ways to improve its image;

     prepare advertising material for a new small business;

     role play and record an interview board discussing which candidate to appoint to a


     draw up a code of good practice for the staff of a company;

     prepare a set of email messages inquiring about some goods, replying, negotiating

    over quantity, price, etc., and confirming a deal; and

     prepare slides for a presentation on the performance of an imaginary local company;


    3. Decide on 2-3 sub-tasks that your group will carry out. Make plans on how to carry them

    out and assign roles for each of the tasks.


    As at 4.1.2008

    Examples of projects and sub-tasks

Example 1


    To design a Valentines dinner menu for two for a hotel restaurant

Possible sub-tasks:

     Holding a meeting to discuss the matter

     Conducting a survey to find out about peoples interests and preferences

     Designing the menu

     Producing a piece of promotional material for the restaurant

     Doing a presentation highlighting the special features of the menu

Example 2


    To launch a new line of skin care products

Possible sub-tasks:

     Holding a meeting to discuss packaging and promotional strategies

     Designing the packaging of the products

     Producing a plan to advertise and promote the products

     Preparing a pamphlet to introduce the products

     Planning a programme for a 3-hour promotional event at a shopping arcade

Example 3


    Setting up a small gift shop

Possible sub-tasks:

    ? Doing research on

    ? an appropriate location for the shop

    ? sources of supply for various goods

    ? Holding a meeting to decide on the shop location and types of goods to carry

    ? Writing letters or email messages to potential suppliers, inquiring and negotiating about

    some goods over price, availability, quantity for order, etc.

    ? Preparing a flyer for the opening of the new shop


Other possible tasks:

    Designing logos, uniforms, etc.


    As at 4.1.2008

    Lessons 28-31: Making sales presentations (please refer to SoWs pp.114-115)


    1. In groups, choose a product that you are interested in. This may be:

     a manufactured product (e.g. a line of mobile phone, a new laptop computer, a


     a service (e.g. a bank, a caterer, cleaning service); or

     a place (e.g. a holiday destination, a shopping mall, a new real estate development)

2. Find information about this product to help you to prepare a presentation on it for a

    group of potential customers.

3. Your presentation should include a clear introduction of the product, highlighting its

    features or explaining how it works or operates. You should also give the audience

    reasons why they should purchase the product. Visual aids such as slides or handouts to

    make your presentation more effective should be considered.

Teachers notes

    *For the more able students, teachers may include You should be prepared to answer the audiences questions at the end of your presentation. in Step 3.


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