This bundle has some great activities for introducing customer service skills to learners. It includes:
- 30 Slide Customer Service Powerpoint
- Customer Service Skills Worksheets and Activities
- Telephone etiquette Roleplay cards with message template
- Complaint resolution using the TACTICS method
Files have been provided in both pdf and editable versions.
A pdf on a career as a Building Services Engineer provided by www.goodday.org.uk. Good day is brought to you by SummitSkills, the Sector Skills Council for the building services engineering sector.
A complete, fully resourced PowerPoint lesson for WJEC Level 1/2 Construction - Unit 1.1: The Sector.
This lesson introduces students to the construction industry, including types of buildings, infrastructure, trades, professional roles and building services, with regular AFL and exam-style questioning throughout.
What’s included:
Clear breakdown of Unit 1 exam structure and course overview
Residential vs non-residential buildings (with characteristics & examples)
Infrastructure and civil engineering projects
Trades vs professional roles in construction
Detailed coverage of building services (mechanical, electrical, gas & communication)
Real-world examples and property comparisons
Mini whiteboard starters, retrieval questions and self-marking slides
Exam-style questions linked directly to Unit 1.1 content
Topics covered:
Trades, professions and career pathways
Residential, commercial, industrial and infrastructure buildings
Characteristics of building types
Water cycle and electrical grid explanations
Mechanical, electrical, gas and communication services
Roles such as architect, structural engineer, site manager, surveyor and quantity surveyor
Perfect for GCSE Construction lessons, cover lessons, revision sessions or catch-up support.
Fully editable to match your own teaching style.
A Careers Map provided by www.goodday.org.uk. Good day is brought to you by SummitSkills, the Sector Skills Council for the building services engineering sector.
This Customer Service bundle includes Phone Etiquette, Complaint Resolution and general customer service skills that are important for the workplace.
This product is fully editable and is provided in the following formats: PowerPoint, word and pdf. It contains, PowerPoint presentations, teacher notes, paper based quiz, roleplay cards and message pad template.
Topics Included:
Customer Service Definition
Poor vs Exceptional Service
Why Exceptional Service is Important
Practical Tips to Provide an Exceptional Customer Service Experience
Scenario based role play activities – good and bad examples from You tube clips
The 7 P’s of Call Handling Excellence
Polite phrases to use within your telephone conversations
Telephone Etiquette Quiz
Roleplay Activities
Customer Complaints resolution (TACTICS)
A 'Sector Skills Council' Factsheet on the Cleaning and Support Services industry, giving advice on all types of jobs in this area. Employment, careers, job roles, work-related learning. (Apprenticeships, Further Education, Getting a Job, Higher Education, Work Experience, Self-employment/Entrepreneurship).
A collection of photos from my adventures and visits to different types of building and settlement.
Please leave me a review and I will send you any other resource of your choice for free (contact me: office@oceansproject.com). Check out my other resources at my shop: https://www.tes.com/teaching-resources/shop/sarah277
Let me know if you have any resource requests and I will tailor make a resource for you.
A 'Sector Skills Council&' Factsheet on the Financial Services industry, giving advice on all types of jobs in this area. Employment, careers, job roles, work-related learning, Range of opportunities, Types of work, Skills & qualities and Business structures / work roles, work placements, employability. (Apprenticeships, Further Education, Getting a Job, Higher Education, Work Experience, Volunteering é Gap Year, Self-employment/Entrepreneurship).
A 'Sector Skills Council&' Factsheet on the electrical and electronic servicing industry, giving advice on all types of jobs in this area. Employment, careers, job roles, work-related learning, Range of opportunities, Types of work, Skills & qualities and Business structures / work roles, work placements, employability. (Apprenticeships, Further Education, Work Experience).
A Factsheet on the 'libraries, archives and information services' industry, giving advice on all types of jobs in this area. Employment, careers, job roles, work-related learning, Range of opportunities, Types of work, Skills & qualities and Business structures / work roles, work placements, employability.
This resource is a list of common carpentry and building handtools. The first worksheet lists the tool, has a description of what the tool is used for and has a picture. The second sheet is an activity for students to complete by filling in the description area.
This is useful for apprentices or those working in the construction industry that are new to NZ (worker from overseas) that need to get up to speed with names for tools and equipment within the industry
Eastern Europe Geography Activities for ESL | Economics Literacy, Country Research Cards & Social Studies
Help your ESL/ELL students discover Eastern European countries through geography, culture, and economics with this engaging World Geography Social Studies resource designed for grades 6–10 and newcomer learners.
This resource introduces students to how countries use their natural resources, industries, production systems, and trade connections to participate in the global economy. Students develop academic vocabulary while learning how geography influences economic activities, products, and international trade.
Perfect for ESL newcomers, multilingual learners, World Geography classes, and Social Studies instruction, this resource provides accessible content with visual supports and structured activities to build confidence in English.
Students will explore 4 Eastern European countries including:
Poland
Czech Republic (Czechia)
Slovakia
Ukraine
Students will understand:
Why natural resources influence economies
How agriculture, manufacturing, technology, and energy support countries
Why countries trade with other nations
How geography impacts economic opportunities
The difference between resources, products, and industries
Eastern Europe Geography Activities for ESL | Economics Literacy, Country Research Cards & Social Studies
Help your ESL/ELL students discover Eastern European countries through geography, culture, and economics with this engaging World Geography Social Studies resource designed for grades 6–10 and newcomer learners.
This resource introduces students to how countries use their natural resources, industries, production systems, and trade connections to participate in the global economy. Students develop academic vocabulary while learning how geography influences economic activities, products, and international trade.
Perfect for ESL newcomers, multilingual learners, World Geography classes, and Social Studies instruction, this resource provides accessible content with visual supports and structured activities to build confidence in English.
Students will explore 4 Eastern European countries including:
Poland
Czech Republic
Slovakia
Ukraine
Students will learn about:
Country location and map skills
Capitals, populations, languages, and currencies
Borders and geographic features
Main economic activities and industries
Natural resources and their importance
Major exports and traded products
How countries specialize in the global economy
Cultural facts and connections to current world events
Economics Literacy Skills Included:
Students will understand:
How countries produce goods and services
Why natural resources influence economies
How agriculture, manufacturing, technology, and energy support countries
Why countries trade with other nations
How geography impacts economic opportunities
The difference between resources, products, and industries
A 'Sector Skills Council' Factsheet on the UK automotive manufacturing industry, giving advice on all types of jobs in this area. Employment, careers, job roles, work-related learning, Range of opportunities, Types of work, Skills & qualities and Business structures / work roles, work placements, employability. (Apprenticeships, Further Education, Getting a Job, Higher Education, Work Experience, Self-employment/Entrepreneurship).
This 61 term worksheet will help your Carpentry students to learn about architectural plans and building codes. Terms include: zones, topography, crawl space, zoning regulations, scale, bearing, plan view, specifications, bypass doors, building permit, sidelight, and other relevant terms.
Ideal for a career and technical Carpentry or related course and can be used as a classwork assignment, assessment, or review. Can also be used with other Carpentry worksheets. Word bank and answer key provided.
This is a complete lesson on complaint resolution using the TACTICS method.
The resource contains a lesson plan, worksheets, diagrams of the model, a company policy to review, and practical exercises for the group to carry out. There is also a feedback form included.
The acronym TACTICS is used to work through a step by step process to handle a complaint from a customer. This is an important aspect of customer service. Once the learner has reviewed the process, it is a good idea to have the class separate into groups and role play various complaints scenarios using this method. All documentation is provided.
I have used this successfully with a Business training class. They enjoyed it and provided excellent feedback.
** Leave a review for this resource and receive one free resource of your choice from my shop.
Communications, Workplace, ESOL and Computing Resources
This resource contains various phone call situations written on role play cards that occur at work. It also contains a set of blank cards for learners to make up their own scenarios as well as message pad templates. Learners can role play situations and practice their telephone answering skills.
It is important that the person answering the call uses correct telephone etiquette and takes down the message accurately.
They can be used as part of or a whole lesson on telephone etiquette, which is an important customer service skill.
Instructions:
1. Use the Word document to make any changes to the scenarios. Go straight to 2 if no changes are required.
2. Print out as many copies of page 3 as you need. (Will depend on number of pairs).
3. Cut out with scissors or guillotine
4. Page 5 contains phone message pads. Use them to take messages.
To do the activity, all you need is two students, one with paper and pen for taking a message. Have your students sit back to back so they cannot use non-verbal cues to understand what their partner is saying. That way the role-play will be more like a real telephone conversation.
** Leave a review for this resource and receive one free resource of your choice from my shop.
Communications, Workplace, ESOL and Computing Resources
European Countries Bundle for ESL | World Geography, Social Studies & Economics Literacy Activities (Grades 6–10)
Take your students on a journey across Europe with this comprehensive European Countries Bundle! Designed for ESL/ELL learners, newcomers, and middle school students (Grades 6–10), this bundle combines World Geography, Social Studies, and Economics Literacy to help students build academic vocabulary while exploring the people, places, cultures, and economies of Europe.
Students will discover how geography influences the way countries produce goods, trade with one another, and participate in the global economy through engaging, standards-aligned activities.
This UNIQUE version bundle includes resources for countries such as:
Western / Southern Europe
Spain
France
Portugal
Belgium
Northern Europe
United Kingdom
Norway
Sweden
Denmark
Eastern Europe
Ukraine
Poland
Czech Republic
Slovakia
Students will learn about:
European geography and map skills
Capitals, populations, official languages, and currencies
Borders and geographic location
Physical and human geography
Main economic activities and industries
Natural resources and major exports
Trade goods and global economic connections
Cultural traditions and interesting facts
Geography vocabulary and academic language development
Bundle Includes:
Europe map identification activities
Country profile research cards
Country fact sheets
Trade goods and export bar graphs
Economics literacy activities
Natural resources exploration
Country comparison graphic organizers
Speaking and discussion prompts
Reading and writing activities with ESL sentence frames
Independent practice, partner work, centers, and projects
Economics Literacy Focus
Students develop an understanding of:
Goods and services
Natural resources
Manufacturing and agriculture
Imports and exports
International trade
Economic specialization
Global interdependence
Why teachers love this bundle:
Designed specifically for ESL/ELL and newcomer students
Builds geography and economics vocabulary in meaningful contexts
Encourages critical thinking and global awareness
Supports reading, writing, speaking, and listening skills
Easy to use for whole-class instruction, stations, independent work, or homework
Perfect for Social Studies, World Geography, and interdisciplinary lessons
Give your ELL students the opportunity to explore Europe through engaging geography investigations, country research, and real-world economics while supporting their ELA proficiency. This bundle helps learners connect maps, cultures, resources, and trade while strengthening English language skills and developing a deeper understanding of our interconnected world.
This resource provides an End of Unit Test and Mark scheme, designed for use in KS3 geography, however it may also be suitable for KS4. Pupils will be tested on their understanding of industry sectors and how these link to economic development; TNCs; industry locations and inputs, processes and outputs of industry. The test questions are identified as low difficulty, medium difficulty or high difficulty. Suggested 'grade' thresholds are given in the mark scheme.
The test could be used following the "AfL task for Industry KS3/KS4 geography" which can be found in my shop.
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