University of San Jose – Recoletos

Cebu City
COLLEGE OF EDUCATION
Center of Excellence in Teacher Education Region VII
Listening Lesson Plan
English Grade 7
Gabiana, Laurice Marie F. ED-Eng 08
Mabong, Michael C. MWF (4:00-5:30)
Dealing with Difficult Customer Personalities
English 7

I. OBJECTIVES

At the end of the lesson, the students are expected to:

Cognitive

a. determine how stress and intonation serve as carriers of meaning that may aid or
interfere in the message of the text listened to

Affective

b. appreciate communication roles, expectations and intentions in specific communicative

contexts or situations.

Psychomotor

c. Express the active listening strategies

II. CONTENT
Subject Matter: Dealing with Difficult Personalities/ Aggressive or Assertive
Competencies: EN7LC-II-a-6.1: Extract information from the text listened to
EN7LC-III-c-6.2: Infer thoughts and feelings expressed in the text
listened to
Listening Material: Redemption using pin: A conversation between a customer sales
representative (CSR) and a client.

Values: Learning how to stay calm and how to stay cool under pressure
can help you get through challenging situations with grace and
professionalism.

Skills: Listening: Listening attentively to get information

Reading: Analyzing vocabulary word synonyms
 Speaking: Discussing of ides, pronouncing words, and names
with proper stress and intonation.

III. MATERIALS/RESOURCES
 Recorder material: Redemption using pin: A conversation between a
customer sales representative (CSR) and a client.
 PowerPoint Presentation on Customer Service
 Worksheet for the script-completion activity
 Notes on Customer Service Traits, Stress and Intonation, Active Listening
Strategies, and Communication Roles.

IV. PROCEDURE

a. Preliminaries
i. Prayer
ii. Greeting the class
iii. Checking of Attendance
b. Developmental Activities

A. Motivation
1. Customer Call
This is a whole-class activity. Select a student and ask them to pretend to be a
customer service agent at Convergys. You (the teacher) will take on the role of a
person calling about shoes.

Teacher/Student Interaction
Teacher: We are going to do a short role-play demonstration before breaking
into groups. Student, you are going to play the part of a customer service
representative at Convergys. Convergys is famous for giving customers
ANYTHING they want when there is a problem. I will pretend to call you on the
phone and then we will see what happens. Ready?

Teacher: Hello. I am calling because I ordered a pair of shoes for a wedding and
they haven’t arrived. I placed the order last week and paid extra for 3 day
shipping. The wedding is in two days and I really need those shoes.

B. Presentation
2. Go back and forth with the student for two minutes and see where the
conversation goes. There is no right or wrong answer.
3. The teacher will ask questions to check if the students are paying attention to
the activity
 What is the reason why the client is calling?
 What is being ordered?
  For what occasion will the caller uses the shoes?
 When will be the wedding?
 What is the attitude of the costumer towards the CSR?

4. The teacher will provide three questions to slowly introduce the topic.
 What emotions did the caller show at the start of the call?
 Did the answerer demonstrate Empathy, Patience, Attentiveness,
Tenacity, and an Open Mind?
 What emotions did the caller show at the end of the call?

C. Discussion
5. The teacher asks the students to get their English notebook for note-taking (THE
OUTLINING METHOD)
6. The teacher gives a synthesized note about the topic on dealing with difficult
people.
7. The teacher discusses the five traits of a great customer service representative
one-by-one through discussion using the PowerPoint Presentation.

Teacher: What are the traits of a great customer service representative? Let’s start by
making a list.
C1.Empathy
is probably the most important attribute for customer interactions. Your customers are
emotional. They could be upset, angry, excited, disappointed, anxious, confused, or
happy. Empathy is the capacity to recognize the emotions of the customer.
C2.Patience
is more important than companies often allow. Customer service representatives are
often rated based on the number of interactions they complete per hour. Some
customers want to get an answer quickly and move on. Others (depending on the
emotional state) will need more time to express their concerns and work through
possible solutions.
C3.Attentiveness
can be a challenge in our modern multi-tasking world. When you have to call a business,
do you feel like the person on the other end of the line isn’t paying attention? Maybe
they are writing an email, or chatting with another customer at the same time.
C4.Tenacity
is the ability to stick with a problem until it’s solved. You won’t always have the
knowledge or authority to immediately help the customer. Sometimes you will need to
advocate for that customer to others in your company. Other times you will need to
gather additional information and get back to the customer.
C5.Open Mind
The customer may have a better understanding of the issue than the company. Keeping
an open mind is the willingness to listen to a customer and try to understand what they
 are saying. Don’t try to force a solution that you think is correct, when the customer
thinks you are wrong.

D. Application
8. The teacher will let the students listen to the Recorded material: “Redemption
using pin: A conversation between a customer sales representative (CSR) and a
client” twice. Provide the script completion worksheet to assess their listening
skills.

COMPLETE THE SCRIPT

Redemption using pin: A conversation between a customer sales representative (CSR) and a client.

CSR: Thank you for calling _____ wireless. This is _____, how may I help you today?
Client: I want to have my _____ pin added on my _______, can you help me with this?
CSR: Sure! But before ______ else, are calling about the phone number that ends with 8000?
Client: Yes!
CSR: Is it _______ pin? Or a promo pin?
Client: This is my fifth time calling you guys! I am very exhausted! This is _____ you know? Why can’t
you _____ my problem?! Well let me just check my card _____… I guess this is a regular pin but how
many ______ does a promo pin consists?
CSR: Promo pin consist of ____ digits while a regular pin has _____ digits.
Client: Alright! So I have here _______ pin I guess, and are you ready for the digits?
CSR: Yes sure! Just provide to me the digits by threes
Client: Well can you just hold on for a moment? I will just have to wear my glasses first…… Hello! Are
you there?
CSR: Yes Sir.
Client: Okay, so…. Tell me when you’re ready..
CSR: Ok sir you can….. Go ahead.
Client: Alright. It’s ______ uhhhhg I can’t read it anymore. I ____ my card. I have to repeat it for you,
okay?
CSR: Okay Sir.
Client: Its ____________
CSR: Ok, let me just repeat it for you. Your regular pin is _____________. Correct?
Client: Yes, but I guess I did not receive my ______ now.
CSR: Okay sir you don’t have to worry about it … all you have to do is to just wait for about ___
minutes from now and before we end this call, is there anything else that I can help you with?
Client: No, ahhhh I think I got my minutes. I can see it in my _______. So we’re done?
CSR: Yes we’re all set. Thank you again for calling ______ wireless. Have a nice day! Goodbye…
Client: Goodbye!

9. The teacher allows the students to be acquainted with new words from the
recorder material, “Redemption using pin: A conversation between a customer
sales representative (CSR) and a client”, by providing the synonyms of it and
through context clues.
 Vocabulary Word Box
Exhausted Scratched Resolve
Minutes Airtime Pin Account

Synonyms Context Clue Vocabulary

Code Redeem your voucher code to your operator.
Worn out I've been working all night and I'm worn out.
Removed  The car's paintwork has been removed.
written record Michael has kindly agreed to take the minutes.
Financial Service You are also likely to need your financial service
details to set up a monthly direct debit.
Settle Every effort was made to settle the dispute.
E. Closure
10. The teacher will ask questions focusing on dealing with difficult people from
the text listened to.
 What have you observed from the text listened to?
 What are the difficult situations that you found in the conversation?
 Does the CSR showed open-mindedness to the customer? How?
 Does the CSR showed attentiveness to the customer? How?
 Does the CSR showed patience to the customer? How?
 Does the CSR showed tenacity to the customer? How?
 Does the CSR showed empathy to the customer? How?

11. The teacher will summarize the topics being discussed and give a short activity
to enable them retain the lesson.

Matching Type
What are the traits of a great customer service representative?

1. capacity to recognize
the emotions of the customer A. Open mind
2. Some customers want
to get an answer quickly and move on B. Attentiveness
3. can be a challenge in our
modern multi-tasking world C. Patience
4. ability to stick with a
problem until it’s solved D. Tenacity
5. willingness to listen to a customer
and try to understand what they are saying E. Empathy
 F. Evaluation
12. The teacher allows the students listen to the recorded material once and let
them answer a metalog briefly to enable them retain what they’ve learned
during the discussion.

Metalog¼ sheet of paper

1. how stress and intonation serve as carriers of meaning
2. What are the traits of a great customer service representative we can get
from the recorded material?
3. What makes it difficult to complete the script?

13. The teacher will process the answers by choosing a volunteer from the class to
share his/her answers to organize learning.

G. Attachment

Script
Listening Material:
Redemption using pin: A conversation between a customer sales representative (CSR) and a
client.

CSR: Thank you for calling Net 10 wireless. This is Cyril, how may I help you today?
Client: I want to have my airtime pin added on my account, can you help me with this?
CSR: Sure! But before anything else, are calling about the phone number that ends with 8000?
Client: Yes!
CSR: Is it a regular pin? Or a promo pin?
Client: This is my fifth time calling you guys! I am very exhausted! This is very easy you know?
Why can’t you resolve my problem?! Well let me just check my card over here… I guess this is a
regular pin but how many digits does a promo pin consists?
CSR: Promo pin consist of 5-6 digits while a regular pin has 15-16 digits.
Client: Alright! So I have here a regular pin I guess, and are you ready for the digits?
CSR: Yes sure! Just provide to me the digits by threes
Client: Well can you just hold on for a moment? I will just have to wear my glasses first……
Hello! Are you there?
CSR: Yes Sir.
Client: Okay, so…. Tell me when you’re ready..
CSR: Ok sir you can….. Go ahead.
Client: Alright. It’s 701-452- uhhhhg I can’t read it anymore. I scratched my card. I have to
repeat it for you, okay?
CSR: Okay Sir.
Client: Its 701-452-849-632-257-8
CSR: Ok, let me just repeat it for you. Your regular pin is 701-452-849-632-257-8. Correct?
Client: Yes, but I guess I did not receive my minutes now.
CSR: Okay sir you don’t have to worry about it … all you have to do is to just wait for about 3-5
minutes from now and before we end this call, is there anything else that I can help you with?
Client: No, ahhhh I think I got my minutes. I can see it in my home screen. So we’re done?
CSR: Yes we’re all set. Thank you again for calling Net 10 wireless. Have a nice day! Goodbye…
Client: Goodbye!