Summary
This C1-level ESL lesson plan focuses on the critical skill of crisis communication, specifically how to address service outages with clients. This business English lesson equips advanced students with the professional language and strategies needed to handle these high-stakes situations transparently and effectively, aiming to maintain and even strengthen client trust.
This lesson helps advanced students master the language of accountability and reassurance. The activities are built around a central audio recording and a realistic case study, providing a practical context for learning.
Students will learn essential vocabulary for discussing technical issues and company responses. They will practice using modals of obligation and advice to formulate clear, professional communications. The material is ideal for professionals who need to manage client relationships during technical difficulties and service disruptions.
Activities
- A warm-up discussion where students share their experiences with service outages and evaluate company communication strategies.
- A listening comprehension task based on an audio recording about the fundamental principles of crisis communication during a service outage.
- A grammar exercise focusing on modals of obligation, necessity, and advice (e.g., must, have to, should) to help students formulate professional recommendations and statements.
- A reading comprehension activity featuring a case study of a company that successfully managed a major outage, followed by analytical questions.
- Scenario-based speaking practice where students discuss how they would handle specific client interactions during a crisis, applying the vocabulary and grammar from the lesson.
Vocabulary focus
The vocabulary section introduces essential terms for professional crisis communication. Key phrases include "transparent communication," "timely updates," and "post-mortem report." Students will learn words like "accountability," "stakeholders," "acknowledge," and "escalate" to clearly and professionally discuss service disruptions and company responses.
Grammar focus
This lesson concentrates on modals of obligation, necessity, and advice, including "must," "have to," "need to," "should," and "ought to." This grammatical structure is crucial for giving clear instructions, stating company policy, and offering recommendations to both clients and colleagues during a service outage.
