Bribie Island State High School Prac 2/2011

Lesson Plan
Teacher name: Kim Morton Class: BCT112A Lesson number: 11 Date: 28 October 2011 Lesson time: 70 mins

Lesson Objectives: 1. Reasoning Process Lesson Aims: 1. How to answer reasoning process questions Modifications for students with Learning Disabilities: 1. Guided activities 2. Template to follow Adoptions for Gifted and Talented students: 1. Peer assistance 2. Work at own pace Write on board: 1. Homework 2. Quiz 3. Reasoning process Theory 4. Reasoning process Guided 5. Reasoning process - Individual Resources: 1. Common Drive 2. Whiteboard markers 3. Computers 4. Handout

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Bribie Island State High School Prac 2/2011 Phase Time Lesson phases and timing: Content/Teacher script
Set up classroom Teacher writes outcomes on board Homework DUE NOW Task How to answer reasoning process questions? Classroom entrance Students stand outside and teacher directs them into the room. Teacher directs students to put homework on the desk as they enter the room. Remind students to sit down and log straight onto machines. Teacher stands next to the door and greets students as they enter the room. Settle class Explain behaviour expectations Explain todays lesson: Reasoning skills Last lesson: Revision Difficult clients Mark the roll.

Resource
Whiteboard Whiteboard markers

Teacher/Student Activities
Teacher directed Students listen

Learning experiences

Introductory set

5 mins

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Bribie Island State High School Prac 2/2011

60 mins 20 mins Reasoning Process Theory Teacher asks students why questions? Whats the difference between Aggressive & Assertive? Why? What is the difference between and Open and Leading questions? Why? How many rings to you let a telephone ring for before answering? Why? Why? Teacher is trying to get the students to demonstrate reasoning skills by having them explain their answers. Teacher discusses importance of reasoning process. Teacher links reasoning process to real world context. Teacher prompts students to come up with: Consequences. Driving: knowing the road rules are not enough. You need to know what to do in a given situation and why you are doing it. Not black and white answers need to explain why you think the answer, and justify your opinion. Handout PowerPoint Computer Projector Teacher directed Students listen and take notes Use reasoning skills

setEnhancing

Reasoning Process Practical Guided Teacher explains how to answer a reasoning process question Steps to follow: First, read the question FULLY. Second, highlight/circle/underline the problem Third, analyse the problem. Why is it a problem? Consequences. Fourth, make reasoned recommendation. What will fix the problem? Fifth, justify your recommendations. What will this do for the business? Teacher demonstrates the process going through steps 1 & 2. Teacher demonstrates how to write answer to question using steps 3,4 & 5. Students type answers with teacher. 40 mins Reasoning Process Practical Individual Students work off handout and individually finish. Student must complete for homework if not finished in class. Computers Handouts Individual Learning Use reasoning skills

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Bribie Island State High School Prac 2/2011

Concludin g

set

5 min

Packing up Homework Finish reasoning questions. Farewell.

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Bribie Island State High School Prac 2/2011

Reflection

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Bribie Island State High School Prac 2/2011

Templar
INTRODUCTION Introductory sentence/s about importance of good communication skills: Identify the main problems Introductory sentence/s about importance of good communication skills: Good communication skills are a valuable asset to those working in the business environment. Lack of communication is a common reason for failure in business. How you interact with fellow employees and customers will be the most important factor in your success in the business environment. Identify the main problems: The main problem experiences at Bribie River Cruises are the Receptionist, and the Salesperson being rude on the telephone; the Crewman looks untidy; the Messages do not have enough details, and the Reception area is messy. BODY Identify the problem The first problem is.... Why is this a problem? This is a problem because... Recommendations It is recommended that... Justification The justification for this recommendation is that... The first problem is Jane is rude on the telephone and does not deal with customer complaints effectively. This is a problem because clients will be lost and the reputation of the business will be damaged. Jane must create a good first impression as she is the first point of contact in the business. It is recommended that staff members be trained in communications skills. Staff need to be trained to anticipate the needs of the customers, offering advice to customers, how to greet customers and a sound knowledge of all aspects of the business. Staff should also develop good listening skills and know how to correct problems and reassure the customer about the service the business provides. It is further recommended that the HEAT strategy be used to deal with a difficult situation. The HEAT strategy involves hearing the customer out; empathise with the customer; accept responsibility, as well as apologise and take action to let customers know what will be done to fix the problem. The justification for this recommendation is that customers will respect and trust employees who are courteous. Customers will feel assured that the problem has been dealt with and will not happen again. Employees who take an interest in and are responsible for their role are more likely to get promoted.

The second problem is the untidy and dirty crewman. This is a problem because Mitchell Kim Morton N6858155 Page 6 of 7

Bribie Island State High School Prac 2/2011

may be turning customers away and giving the business a bad reputation. This business will lose its professional reputation. It is recommended that the crewman practices better personal hygiene and ensures that he has a clean uniform. The justification for this recommendation is that crew members should have clean uniforms and good hygiene so that customers are not scared away. Staff members in uniforms promote a professional image of this business. If the business looks professional customers are more likely to return to the business and will also tell other people how good the business is. The third problem is the incomplete telephone messages. This is a problem because the messages are unable to be actioned in a timely manner and in some instances calls are not returned to customers. It is recommended that staff attend a training session on message taking and offices procedures outlining the procedures to take is created and adhered to. The justification for this recommendation is that ..... The final problem is the messy and cluttered reception area. This is a problem because CONCLUSION In conclusion, Bribie River Cruises has many problems such as rude salesperson and receptionist, untidy crewman, incomplete telephone messages and a messy and cluttered reception area. These problems could be easily solved so that Bribie River Cruises becomes a more professional and organised business. Customers would then increase and improve the profits of the business.

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