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

This is an excellent resource to use for groups of people that have just come together, as a class or as a project team. It consists of an interactive powerpoint presentation that introduces the topic of values and starts the thought process of what values really are and why they are so important to identify on a personal and group level. The resource also contains a three page worksheet that has over 50 values listed. The group go through and identify their own values and then as a team agree on the top 5 values going forward. This is a great bonding exercise and allows the group to identify their own values and beliefs instead of having a teacher and / or facilitator imposing them on them. It is also a good team building activity that tests their negotiation skills. Sets the stage for an excellent learning programme to commence with motivated learners. ** Leave a review for this resource and receive one free resource of your choice from my shop. Communications, Workplace, ESOL and Computing Resources

Your students will benefit from this interactive, engaging lesson on Conflict Resolution. They will learn how to manage internal and external conflicts. As well as learning about this for employment, social and the business world, it will make life easier for you as a teacher for class management. This resources is also fully editable. Conflict Management is an important skill for business education, the workplace and the classroom. This resource covers areas of conflict such as competing, avoiding, accommodating, compromising and collaborating in a positive light. Students will enjoy the interactive lesson and real world challenges that this resource provides. A power point presentation is provided with tasks for learners to complete as well as Teacher Notes that can be printed out to accompany the presentation. All of the files are fully editable so that you can make small changes to suit your audience if required. The file formats are ppt, word, and pdf so that edits can be made to suit requirements. Topics: Definition and Examples of Conflict Management Key Facts about Conflict Conflict Management Styles Skills to Manage Conflict Task Challenges for Learners | Students Communications, Workplace, ESOL and Computing Resources

Introducing the ultimate Excel Crossword Puzzle, a must-have educational resource for every Excel computer training course! Engage your students in a fun and interactive way to learn as they develop their Excel vocabulary and skills. Available in both print and digital formats, this crossword puzzle is designed to supplement your lessons and provide an enjoyable learning experience. Why choose our Excel Crossword Puzzle? Reinforce Excel Vocabulary: With over 18 carefully selected terms and concepts, this puzzle helps students solidify their understanding of essential Excel terminology. From formulas and functions to cell references and formatting options, every crucial aspect of Excel is covered. Interactive Learning: This crossword puzzle encourages active participation and critical thinking. Students must recall and apply their knowledge while solving the clues, reinforcing their understanding of Excel concepts. It’s a great way to make learning enjoyable and memorable! Printable and Digital Versions: We understand that every classroom has unique needs. That’s why we provide both printable and digital versions of the crossword puzzle. The printable version is perfect for in-class activities, homework assignments, or group work. The digital version can be shared with students via learning management systems or accessed individually on computers or tablets. Students type directly onto the pdf. Comprehensive Answer Key: Along with the crossword puzzle, we provide a comprehensive answer key, saving you time and effort. You can quickly assess your students’ progress and provide them with immediate feedback, ensuring they grasp the Excel concepts accurately. Don’t miss out on this incredible resource to enhance your Excel computer training lesson. Help your students master the vocabulary and concepts of Excel while having fun with our Excel Crossword Puzzle. Purchase the print and digital copies today and watch your students excel in their Excel skills!

Transform your classroom into a vibrant Thanksgiving learning environment with this captivating “Thanksgiving Color by Number” activity! This visually appealing and educational resource is designed for both fun and knowledge retention, making it an ideal addition to your lesson plans during the festive season. Educational and Enjoyable: Bring the spirit of Thanksgiving into your classroom while reinforcing key concepts with 12 thoughtfully crafted multiple-choice questions on Thanksgiving. Students will answer questions related to Thanksgiving traditions, history, and even a touch of international flair. Each correct answer corresponds to a specific color, adding an exciting element of mystery and surprise! Easy Integration: This product is designed for hassle-free integration into your lesson plans. Use it as a warm-up activity, a standalone lesson, or even as a fun and educational homework assignment. With clear instructions and answer keys provided, you can focus on facilitating engaging discussions and interactions. Why Teachers Love It: Engages students with a festive twist on learning. Reinforces key concepts in an enjoyable manner. Promotes critical thinking through multiple-choice questions. Easily adaptable to various classroom settings. Encourages creativity and attention to detail. Just print and go! If you have any questions about this resource please contact me at resourcecreator1@gmail.com.