STIC - Automotive:
Workplace (Module 1)
Explaining
a  Problem to a Customer and Selling a Job (Topic 2)
Content
The terminology in this lesson will be presented and practised within
a functional language context: using gambits to explain and persuade.
Delivery
Make as many copies as necessary of the following handouts  :
- Handout 1 - Situations
- Handout 2 - Skits
- Handout 3 - Dialogue
- Handout 4a/b - Auto Part/Service Information
- Terminology List (optional)
Methodology
Introduction
(5 minutes)
1. Let participants know that in addition to working on vehicles, an AST must also
sell a customer on a job. Customers can often be surprised by the cost of repairs
and often do not understand the need for vehicle maintenance to avoid future
problems. Selling a customer on a job requires diplomacy using special language
skills.
Pre-Tasks
1. (15 minutes)
Divide the class into small groups
and distribute Handout 1. Ask the participants to rank the sentences
for explaining a problem to a customer according to appropriateness
and politeness. Participants must underline the expressions that
are appropriate. Then ask a spokesperson from each group to explain
why they chose certain sentences over others.
2. (20 minutes)
Distribute Handout 2 to participants
and ask them, in pairs or individually, to read the skits and identify
and fill in the blanks with the appropriate phrasal verbs used
in the skits. Correct with class using the Facilitator's Guide to
Handout 2.
3. (30 minutes)
Have pairs role-play for the rest
of the class one of the skits on the handout using the idioms they
have just learned.
4. (30 minutes)
Distribute Handout 3 to pairs or
individuals; participants can fill in the answers. Correct with
the class using the Facilitator's Guide to Handout 3.
Task
(30 minutes)
1. Divide the class into pairs and
have them practise the skits. Then have pairs present to the rest
of the class. (Make sure they incorporate new vocabulary into their
dialogues.)
Post Task
(60 minutes)
1. Divide the class into pairs. Distribute
Handout 4a to one participant and Handout 4b to another. Participants
will take turns role-playing being 'ASTs' and selling jobs to 'customers.'
They can use Handout 3 as a model. Have pairs present their role-plays
to the rest of the class.  Downloads
All downloads are in Adobe Acrobat
PDF.
Download a print version of the above lesson plan and related
materials.
Workplace:
Topic 2 [140 KB, 12 pages]
Download the complete Facilitator's Guide and Participant's Workbook.
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