Office Life: Instant Messaging

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___ Customer: I did that, but the address is still there.
1. Warm Up
Answer and discuss these questions in pairs or as a class.
1. What do you use to communicate with your friends: email, phone, text messaging?
2. What method do you use to communicate with a business?
3. What are the pros to each kind of communication?
4. What are the cons to each kind of communication?
5. Which is your favorite? Why?
2. Correspondence Building
The correspondence below is not in the right order. Work alone or with a partner
to put the instant messaging conversation in the right order. Then practice reading
the correspondence. Underline any words or phrases you dont understand.
3. Find business words and
phrases. !
Circle any words or expressions from the
dialogue that you think are useful in the
ofce. Write them below.
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
____________________________
___ CS: Great. The last step is to click on the Submit Order button you should
see at the bottom of the screen.
___ Customer: OK...done.
___ Customer: I am trying to place my order online, but Im not sure how to do
that.
___ Customer: It worked!
___ CS: Ill walk you through the process.
___ Customer: I see it...it worked! I got a message that says my order has been
submitted.
___ Customer: Great. What do I do first?
___ CS: Sometimes it takes a minute. Try clicking again now.
___ CS: Click on the button that reads Order Form.
___ CS: Your order will be sent soon. An electronic receipt will be sent to your
email address.
___ CS: Then were on the right track. Fill in the fields that are highlighted in
yellow, including your credit card information.
___ CS: Now click the Enter key.
___ Customer: When I did that, an address form popped up.
___ Customer Service (CS): River Education Books, can I be of service?
O!ce Life
Lesson 11 of 14 : Instant Messaging
___ Customer: Thank you.
___ CS: Fill in those fields and then click the Enter key.
___ Customer: OK. The form popped up.
___ CS: Good-bye.
___ CS: Youre welcome. Is there anything else I can help you with?
___ Customer: No. That will be all. Thank you again. Bye.
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4. Match these words or phrases to their correct denitions. !
1. service
2. receipt
3. walk through
4. process
5. be on the right track
6. ll in
7. eld
8. highlight
9. pop up
10. step
11. submit
12. credit card
5. Fill in the blanks with the right form of the correct word or phrase. "
1. How many ___________ are there in order to complete this survey?
2. The application submission _____________ took longer than he expected.
3. Ive purchased many times from this website, so I can easily ___________________________ the buying process.
4. There were so many ___________ that I wasnt sure what to ll in.
5. You usually have to sign in the _______________ area on the application.
6. When Tom was browsing through the website there were many online ads that __________________ on his screen.
7. Before she __________________ her order, Becky double-checked all her numbers.
8. Ok. I think Im _______________________. Lets proceed to the next page now.
9. The company only accepts online payments when you pay with your __________________________.
10. Our company always offers the best customer _____________________ in the industry.
____ a. part of a computer form or a document that needs to be completed
____ b. several tasks that lead to a result
____ c. a document that shows that a certain product has been received and paid for
____ d. a plastic card that allows you to buy things and pay later
____ e. help; assistance
____ f. to pass on; to give
____ g. to help someone complete something
____ h. one thing to do in a series to get to a result
____ i. to mark or color something
____ j. to be doing something correctly
____ k. to appear suddenly
____ l. to complete
6. Reading
Now practice reading the instant messaging conversation with a partner. Take turns practicing the pronunciation. Discuss what you
think is good about the correspondence. (Your teacher will provide you with the full dialogue on a separate sheet. Page 3.)
7. Speaking
Write your own dialogue. Work alone or with a partner and write your own conversation using at least four words or phrases from todays
lesson. Practice and memorize the dialogue, then present it in front of the class.
8. Writing !
Think of a process you follow every day: xing a sandwich, getting dressed, brushing your teeth, buying something, etc. Write the
steps to complete that process without writing what youre describing. Read your steps aloud to the rest of the class. If youve been
detailed enough, then everyone should be able to guess your process without you saying what it is.
O!ce Life
3
CS: Click on the button that reads Order Form.
CS: Sometimes it takes a minute. Try clicking again now.
Customer Service (CS): River Education Books, can I be of service?
CS: Great. The last step is to click on the Submit Order button you should see
at the bottom of the screen.
Customer: I am trying to place my order online, but Im not sure how to do that.
Customer: Great. What do I do first?
Customer: It worked!
Customer: OK. The form popped up.
Customer: I did that, but the address is still there.
CS: Then were on the right track. Fill in the fields that are highlighted in yellow,
including your credit card information.
CS: Ill walk you through the process.
Customer: When I did that, an address form popped up.
CS: Now click the Enter key.
Customer: OK...done.
Customer: I see it...it worked! I got a message that says my order has been submit-
ted.
CS: Fill in those fields and then click the Enter key.
Instant
Message
Practice
CS: Your order will be sent soon. An electronic receipt will be sent to your
email address.
Customer: Thank you!
CS: Youre welcome. Is there anything else I can help you with?
O!ce Life
Customer: No. That will be all. Thank you again. Bye.
CS: Good-bye.
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! !
In Task 2, your students are required to put the conversation in the correct order. Its more fun for students to put the conversation in
order by physically rearranging cut up strips. Below are two shufed copies of the instant messaging conversation. Have your students
cut it into strips and rearrange them until theyve put them in the correct order.
!
Teachers Handout for Task 2.
Customer: I am trying to place my order online, but Im not
sure how to do that.
CS: River Education Books, can I be of service?
CS: Youre welcome. Is there anything else I can help you
with?
CS: Your order will be sent soon. An electronic receipt will be
sent to your email address.
CS: Good-bye.
Customer: Great. What do I do rst?
CS: Then were on the right track. Fill in the elds that are
highlighted in yellow, including your credit card information.
Customer: I see it...it worked! I got a message that says my
order has been submitted.
CS: Fill in those elds and then click the Enter key.
Customer: Ok. The form popped up.
CS: Great. The last step is to click on the Submit Order
button you should see at the bottom of the screen.
O!ce Life
Customer: I am trying to place my order online, but Im not
sure how to do that.
Customer: River Education Books, can I be of service?
CS: Youre welcome. Is there anything else I can help you
with?
CS: Your order will be sent soon. An electronic receipt will be
sent to your email address.
CS: Good-bye.
Customer: Great. What do I do rst?
CS: Then were on the right track. Fill in the elds that are
highlighted in yellow, including your credit card information.
Customer: I see it...it worked! I got a message that says my
order has been submitted.
CS: Fill in those elds and then click the Enter key.
Customer: Ok. The form popped up.
CS: Great. The last step is to click on the Submit Order
button you should see at the bottom of the screen.
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2. Correspondence Building Note. Do not hand out Page 3 until this task is completed.
(Also, see page 4 for the dialogue strips to hand out to students before starting.)
12. Customer: I did that, but the address is still there.
1. Customer Service: River Education Books, can I be of service?
15. Customer Service: Great. The last step is to click on the Submit Order button you should see at the bottom of the screen.
2. Customer: I am trying to place my order online, but Im not sure how to do that.
8. Customer: OK...done.
14. Customer: It worked!
3. Customer Service: Ill walk you through the process.
16. Customer: I see it...it worked! I got a message that says my order has been submitted.
4. Customer: Great. What do I do rst?
13. Customer Service: Sometimes it takes a minute. Try clicking again now.
5. Customer Service: Click on the button that reads Order Form.
17. Customer Service: Your order will be sent soon. An electronic receipt will be sent to your email address.
7. Customer Service: Then were on the right track. Fill in the elds that are highlighted in yellow, including your credit card
information.
9. Customer Service: Now click the Enter key.
10. Customer: When I did that, an address form popped up.
18. Customer: Thank you!
11. Customer Service: Fill in those elds and then click the Enter key.
6. Customer: OK. The form popped up.
21. Customer Service: Good-bye.
19. Customer Service: Youre welcome. Is there anything else I can help you with?
20. Customer: No. That will be all. Thank you again. Bye.
5. Fill in the blanks.
1. steps
2. process
3. walk you through
4. elds
5. highlighted
6. popped up
7. submitted
8. on the right track
9. credit card
10. service
Teachers Answer Key
4. Matching
1. e 2. c 3. g 4. b 5. j 6. l 7. a 8. i 9. k 10. h 11. f 12. d

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