{"id":7774,"date":"2026-10-21T14:27:47","date_gmt":"2026-10-21T12:27:47","guid":{"rendered":"https:\/\/blogg.folkuniversitetet.nu\/muhlsa\/?page_id=7774"},"modified":"2026-10-21T15:06:48","modified_gmt":"2026-10-21T13:06:48","slug":"notes-from-lesson-11-21-10-26","status":"publish","type":"page","link":"https:\/\/blogg.folkuniversitetet.nu\/muhlsa\/welcome-to-grundlaggande-engelska-for-retail-och-kundservice-a2\/notes-from-lesson-11-21-10-26\/","title":{"rendered":"Notes from Lesson 11 (21\/10\/26)"},"content":{"rendered":"

Lesson eleven<\/u><\/strong><\/p>\n

What\u2019s the date today? Wednesday 21st<\/sup> October<\/p>\n

What is the missing word?<\/strong><\/p>\n

    \n
  1. People who spend most of their day sitting at a desk often lead a sedentary<\/strong> lifestyle.<\/li>\n
  2. A sedentary<\/strong> lifestyle, with very little physical activity, can increase the risk of health problems.<\/li>\n
  3. Many office workers have a sedentary<\/strong> job because they spend hours sitting in front of a computer.<\/li>\n<\/ol>\n

    \u00a0<\/strong><\/p>\n

    It\u2019s gone stale\u00a0 –\u00a0 It\u2019s gone mouldy<\/p>\n

    US\u00a0 mold,\u00a0 moldy<\/p>\n

    The air in the London Underground smells quite stale at times\u00a0 (=not fresh)<\/p>\n

    It\u2019s going off, so eat it soon.<\/p>\n

    The bananas are overripe.<\/p>\n

    The pears have gone rotten<\/p>\n

    He\u2019s trying to break in.<\/p>\n

    There was an intruder in the Queen\u2019s bedroom in the 80s<\/p>\n

    sk\u00e4md \u2013 (fruit)<\/p>\n

     <\/p>\n

    \u00a0What we did in the lesson<\/strong>:<\/strong><\/p>\n

    Vocabulary: consistent, inconsistent, consequence<\/p>\n

    Discussing shift work and working with the public<\/p>\n

    Phrasal verbs<\/p>\n

     <\/p>\n

    – Consistent<\/strong>: staying the same or behaving in the same way over time.<\/p>\n

      \n
    • Example: She is consistent with her English practice. <\/em>She studies every day.<\/em><\/li>\n<\/ul>\n

      – Inconsistent<\/strong>: not staying the same; changing or contradicting what was done or said before.<\/p>\n

        \n
      • Example: His attendance is inconsistent. Sometimes he comes to class, and sometimes he does not.<\/em><\/li>\n<\/ul>\n

        – Consequence<\/strong>: the result or effect of an action or decision.<\/p>\n

          \n
        • Example: One consequence of not studying is getting a low grade.<\/em><\/li>\n<\/ul>\n

          \u00a0<\/strong><\/p>\n

          \u00a0<\/strong>Use consistent<\/strong>, inconsistent<\/strong>, or consequence<\/strong> to complete each sentence.<\/p>\n

            \n
          1. If you practise English every day, you are consistent<\/strong> in your learning.<\/li>\n
          2. She says she wants to improve, but she rarely practises. Her behaviour is inconsistent<\/strong>.<\/li>\n
          3. One consequence<\/strong> of arriving late is missing important information.<\/li>\n
          4. He exercises regularly and follows the same routine. He is<\/li>\n
          5. One consequence<\/strong> of not doing your homework may be a poor grade.<\/li>\n
          6. If you provide the same high level of service every day, you are consistent<\/strong> in your work.<\/li>\n
          7. One consequence<\/strong> of giving a customer incorrect information is losing their trust.<\/li>\n
          8. The customer received different answers from three employees. The information was to vote with your feet<\/strong><\/li>\n
          9. A positive consequence<\/strong> of listening carefully is that customers feel understood.<\/li>\n
          10. The employee follows the company procedures on some days but ignores them on others. Their behaviour is inconsistent<\/strong>. (gender neutral)<\/li>\n
          11. The customer was given different explanations by different agents. The explanations were inconsistent<\/strong>.<\/li>\n
          12. One consequence<\/strong> of not responding to a customer complaint is that the problem may get worse.<\/li>\n
          13. Customers expect a consistent<\/strong> level of service, regardless of which employee helps them.<\/li>\n
          14. If you promise to call a customer back, you should always do it. This shows that you are It shows that you keep your word.\u00a0\u00a0\u00a0 (promise)<\/li>\n
          15. One consequence<\/strong> of ignoring a complaint is that the customer may leave a negative review.<\/li>\n
          16. A positive consequence<\/strong> of resolving a complaint quickly is increased customer satisfaction.<\/li>\n
          17. Employees should be consistent<\/strong> when applying the company’s refund policy. KonSISStunt<\/em><\/li>\n
          18. If one employee offers a refund and another refuses it in the same circumstances, the service may seem<\/li>\n
          19. One consequence<\/strong> of failing to follow up is that the customer may contact the company again.<\/li>\n
          20. Providing consistent<\/strong> information helps customers know what to expect.<\/li>\n
          21. If you always greet customers politely, you are consistent<\/strong> in your approach.<\/li>\n
          22. Using a polite and professional tone in every email helps you remain consistent<\/strong> in your communication.<\/li>\n
          23. One consequence<\/strong> of taking too long to answer emails is customer frustration.<\/li>\n
          24. The customer received conflicting information by phone and email. The communication was<\/li>\n
          25. A positive consequence<\/strong> of answering calls promptly is improved customer satisfaction.<\/li>\n
          26. Customer service agents should be consistent<\/strong> in the way they explain company policies.<\/li>\n
          27. One consequence<\/strong> of failing to update a customer is that they may feel forgotten.<\/li>\n
          28. Sending regular updates helps maintain a consistent<\/strong> level of communication.<\/li>\n<\/ol>\n

            \u00a0<\/strong><\/p>\n

              \n
            • consistency<\/li>\n
            • The bread had a strange chewy consistency.<\/li>\n
            • a runny consistency<\/li>\n
            • We received conflicting reports of the accident.<\/li>\n
            • I had mixed feelings about what happened.<\/li>\n
            • The information was rather muddled.<\/li>\n<\/ul>\n

              \u00a0<\/strong><\/p>\n

              \u00a0<\/strong><\/p>\n

              Pronunciation long “ee” sound: <\/strong>Sweden, Swedish,\u00a0 retail, procedure, complete, incomplete, delete, secret, equal, zero, relax, relaxed, ingredients, genius, legal, illegal, scheme \u201cskeem\u201d<\/em><\/p>\n

              scene, scenery, scenic route<\/p>\n

              genius – “djeeneeyus”<\/em><\/p>\n

              Let\u2019s proceed with caution.<\/p>\n

              il + legal<\/p>\n

              illiterate, rates of illiteracy<\/p>\n

              illogical<\/p>\n

              \u00a0<\/strong><\/p>\n

              Shift work and working with the public<\/strong><\/p>\n

                \n
              1. What kinds of jobs involve shift work, and what are the main challenges of working shifts?<\/li>\n
              2. Which is more difficult: early shifts, late shifts, or night shifts? Why?<\/li>\n
              3. Why is good communication between shifts important?<\/li>\n
              4. What kind of information should workers pass on to colleagues at the end of a shift?<\/li>\n
              5. What skills do you need to work well with the public?<\/li>\n
              6. What kinds of situations are most difficult when dealing with customers?<\/li>\n
              7. How can staff stay polite and professional under pressure?<\/li>\n
              8. Which is more important in retail: product knowledge, people skills, or teamwork?<\/li>\n
              9. Would you prefer to work directly with customers or behind the scenes? Why?<\/li>\n<\/ol>\n

                \u00a0<\/strong><\/p>\n

                \u00a0<\/strong>Travelling at that time of night can be dangerous.<\/p>\n

                At that point in time, I was still living on my own.<\/p>\n

                My body clock was very disordered.<\/p>\n

                It disrupts our natural biorhythms<\/p>\n

                factory workers, hospital workers, customer service agents, in elderly care, security guard, a night receptionist, a night porter,<\/p>\n

                paramedics, emergency services, police officers, firefighters, the coastguard<\/p>\n

                round-the-clock care, nursing<\/p>\n

                residential home for the elderly, a care home<\/p>\n

                behandling = treatment\u00a0\u00a0 What treatment the patients are receiving<\/p>\n

                ongoing problems<\/p>\n

                problem solving skills, communication skills<\/p>\n

                People don\u2019t remember what you did, but they do remember how you made them feel.<\/p>\n

                respectful<\/p>\n

                I don\u2019t can work\u2026.\u00a0\u00a0 I know I can\u2019t work<\/strong> an early shift.<\/p>\n

                I don\u2019t know,\u00a0 I don\u2019t think<\/p>\n

                No \u201cdo\u201d – I can\u2019t, I won\u2019t, I wouldn\u2019t<\/p>\n

                Are you an early bird or a night owl?<\/p>\n

                Wake up sleepyhead!<\/p>\n

                He is like a bear with a sore head before his first cup of coffee.\u00a0\u00a0 (=grumpy)<\/p>\n

                \u00a0<\/strong><\/p>\n

                \u00a0<\/strong>Build your vocabulary<\/strong><\/p>\n

                 <\/p>\n

                Instead of: busy<\/strong>
                \nSay: hectic \/ demanding<\/strong><\/p>\n

                I\u2019m rushed off my feet<\/strong> in the lead-up to Christmas.<\/p>\n

                It was a stressful<\/strong> period in my life.\u00a0 She has a stressful<\/strong> job.<\/p>\n

                I have a heavy workload this week.\u00a0 (= too much to do)<\/p>\n

                Instead of: hard<\/strong>
                \nSay: complicated, challenging<\/p>\n

                 <\/p>\n

                Instead of: nice to customers, nice to your staff<\/strong>
                \nSay: polite, friendly, service-minded, approachable, positive, reliable, trustworthy,<\/p>\n

                dedicated to your job<\/p>\n

                 <\/p>\n

                Instead of: good at talking to people<\/strong>
                \nSay: to have a friendly manner, to have (good) people skills. to have good communication skills,<\/strong><\/p>\n

                soft skills – empathy<\/strong><\/p>\n

                Instead of: solve\/fix problems<\/strong>
                \nSay: resolve issues, deal with problems, deal with a tricky situation, handle a difficult situation<\/strong><\/p>\n

                \u00a0<\/strong><\/p>\n

                Instead of: tell the next worker<\/strong>
                \nSay: pass on information \/ give a clear handover<\/strong><\/p>\n

                \u00a0<\/strong>Heads up! The boss is in a bad mood today<\/strong><\/p>\n

                 <\/p>\n

                Instead of: very tired from work<\/strong>
                \nSay: exhausted \/ at risk of burning out\u00a0 \/ at risk of burnout<\/strong><\/p>\n

                He fell asleep from exhaustion<\/p>\n

                a break, distribute the work between employees,<\/p>\n

                a break from the computer<\/p>\n

                You should be able to delegate tasks.<\/p>\n

                You should avoid micromanaging.<\/p>\n

                 <\/p>\n

                Match the words and phrases on the left to the meanings on the right<\/p>\n\n\n\n
                1.\u00a0\u00a0 shift handover f.<\/p>\n

                2.\u00a0\u00a0 rota \/ schedule\u00a0\u00a0 k.<\/strong><\/p>\n

                3.\u00a0\u00a0 peak hours\u00a0\u00a0 i.<\/strong><\/p>\n

                4.\u00a0\u00a0 understaffed\u00a0 h.<\/strong><\/p>\n

                5.\u00a0\u00a0 cover a shift\u00a0\u00a0 m<\/strong>.\u00a0 cuvver<\/em><\/p>\n

                6.\u00a0\u00a0 back-to-back shifts\u00a0 p.<\/strong><\/p>\n

                7.\u00a0\u00a0 workload d.\u00a0\u00a0 <\/strong>(heavy\/light)<\/p>\n

                8.\u00a0\u00a0 last-minute change\u00a0 b.<\/strong><\/p>\n

                9.\u00a0\u00a0 burnout\u00a0 s.<\/p>\n

                10.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 time pressure\u00a0 n.<\/strong><\/p>\n

                11.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 customer-facing\u00a0 c.<\/strong><\/p>\n

                12.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 deal with complaints o.<\/strong><\/p>\n

                13.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 handle difficult situations e.\/f.<\/strong><\/p>\n

                14.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 stay calm under pressure e.\/f.<\/strong><\/p>\n

                15.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 be approachable\u00a0 a.<\/strong><\/p>\n

                16.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 be tactful\u00a0 t.\u00a0\u00a0\u00a0\u00a0 <\/strong><\/p>\n

                17.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 professional manner q.<\/strong><\/p>\n

                18.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 conflict resolution \u00a0j.<\/strong><\/p>\n

                19.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 meet customer expectations r.<\/strong><\/p>\n

                20.\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 maintain a positive attitude\u00a0\u00a0 l.<\/strong><\/p>\n

                \u00a0<\/strong><\/p>\n

                 <\/td>\n

                		a. to seem friendly and easy to talk to
                \nb. a sudden change made very late
                \nc. direct contact with customers
                \nd. the amount of work a person has to do
                \ne. to manage challenging problems calmly
                \nf. the exchange of important information between workers
                \ng. to remain controlled in stressful situations
                \nh. not having enough workers
                \ni. the busiest time of day
                \nj. solving disagreements or tense situations
                \nk. a timetable showing when people work
                \nl. to continue to sound friendly and helpful
                \nm. to work instead of someone else
                \nn. stress caused by not having enough time
                \no. to manage unhappy customers or customer problems
                \np. shifts with very little break between them
                \nq. behaviour that is polite and suitable for work
                \nr. to give customers the level of service they expect
                \ns. extreme tiredness and stress caused by work\u00a0\u00a0\u00a0 \u201cw\u00f6\u00f6k\u201d<\/em>
                \nt. to be careful not to upset people<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n

                 <\/p>\n

                opposite of tactful\u00a0 – direct (neutral) , blunt, insensitive, tactless<\/p>\n

                I\u2019ll get straight to the point!<\/p>\n

                You really put your foot in your mouth.\u00a0 = to say something tactless, can cause offence or embarrassment<\/p>\n

                 <\/p>\n

                Discuss <\/strong><\/p>\n

                Choose one statement and say whether you agree or disagree.<\/p>\n

                  \n
                1. Working with the public is more stressful than office work.<\/li>\n
                2. A bad colleague creates more problems than a difficult customer.<\/li>\n
                3. Good communication is the most important skill during a shift.<\/li>\n
                4. Customers expect too much from retail workers.<\/li>\n
                5. Working shifts is harder than working regular office hours.<\/li>\n<\/ol>\n

                   <\/p>\n

                  Useful phrases for discussion<\/strong><\/p>\n

                    \n
                  • I agree to some extent because …<\/li>\n
                  • I completely agree that …<\/li>\n
                  • I\u2019m not sure I agree because …<\/li>\n
                  • In my experience, …<\/li>\n
                  • It depends on the workplace.<\/li>\n
                  • One reason is that …<\/li>\n
                  • On the other hand, …<\/li>\n
                  • That can be true, but …<\/li>\n<\/ul>\n

                     <\/p>\n

                    Vocabulary<\/strong><\/p>\n

                      \n
                    1. A good __________________ helps the next worker understand what happened during the shift.<\/li>\n
                    2. During __________________, the shop gets very busy and staff need to work quickly.<\/li>\n
                    3. The store was __________________ today, so everyone had to do extra work.<\/li>\n
                    4. Could you __________________ for me on Friday? I have a doctor\u2019s appointment.<\/li>\n
                    5. She worked two __________________ and was exhausted by the end of the day.<\/li>\n
                    6. My __________________ is heavier than usual this week because several colleagues are away.<\/li>\n
                    7. If employees do not rest properly, they may suffer from stress and __________________.<\/li>\n
                    8. Staff often work under __________________ when there are long queues and lots of tasks to finish.<\/li>\n
                    9. Retail is a __________________ job, so workers need strong communication skills.<\/li>\n
                    10. Employees must know how to __________________ politely and effectively.<\/li>\n
                    11. Good retail workers can __________________ without becoming stressed or rude.<\/li>\n
                    12. I always check the __________________ on Sunday evening to see when I am working next week.<\/li>\n
                    13. In customer service, it is important to __________________, especially when customers are upset.<\/li>\n
                    14. A good shop assistant should __________________ so customers feel comfortable asking for help.<\/li>\n
                    15. When giving bad news to a customer, you need to __________________.<\/li>\n
                    16. Even when the shop is busy, staff should behave in a __________________.<\/li>\n
                    17. Team leaders often need strong __________________ skills to solve problems between staff members.<\/li>\n
                    18. There was a __________________ to the rota, so I had to start work an hour earlier.<\/li>\n
                    19. Good service means trying to __________________ whenever possible.<\/li>\n
                    20. Even after a difficult customer interaction, staff should __________________.<\/li>\n<\/ol>\n

                       <\/p>\n

                      Useful phrases<\/strong><\/p>\n

                      Giving updates<\/strong><\/p>\n

                        \n
                      • I\u2019ve finished the shelves near the entrance.<\/li>\n
                      • I haven\u2019t had time to do the display yet.<\/li>\n
                      • We\u2019re running low on shopping bags.<\/li>\n
                      • There was a problem with the card machine.<\/li>\n
                      • A customer order is waiting behind the counter.<\/li>\n
                      • The manager asked us to change the promotion sign.<\/li>\n<\/ul>\n

                        Asking for information<\/strong><\/p>\n

                          \n
                        • Have you finished the delivery?<\/li>\n
                        • Do we have any more in the stockroom?<\/li>\n
                        • Did anyone call about the order?<\/li>\n
                        • Is the card machine working now?<\/li>\n
                        • What still needs to be done?<\/li>\n<\/ul>\n

                          Asking for help<\/strong><\/p>\n

                            \n
                          • Can you help me with this?<\/li>\n
                          • Could you check the stockroom?<\/li>\n
                          • Can you cover the till for five minutes?<\/li>\n
                          • Would you mind helping me with this customer?<\/li>\n<\/ul>\n

                            Responding<\/strong><\/p>\n

                              \n
                            • Sure, no problem.<\/li>\n
                            • I\u2019ll do it now.<\/li>\n
                            • I\u2019ll check for you.<\/li>\n
                            • Thanks for letting me know.<\/li>\n
                            • I\u2019ll deal with it.<\/li>\n
                            • Let\u2019s do that first.<\/li>\n<\/ul>\n

                               <\/p>\n

                              This happened in the shop today<\/strong><\/p>\n

                                \n
                              • one delivery arrived late<\/li>\n
                              • size M is missing in two shirts<\/li>\n
                              • the card machine stopped working several times<\/li>\n
                              • a customer order is behind the counter<\/li>\n
                              • the manager wants a new display<\/li>\n
                              • the shop is running low on bags<\/li>\n<\/ul>\n

                                \u00a0<\/strong><\/p>\n

                                Questions<\/strong><\/p>\n

                                  \n
                                1. Which problem is the most serious?<\/li>\n
                                2. Which problem should staff deal with first?<\/li>\n
                                3. What should the next worker know?<\/li>\n<\/ol>\n

                                   <\/p>\n

                                  Shift handover<\/strong><\/p>\n

                                  A = finishing shift<\/strong>
                                  \nB = starting shift<\/strong><\/p>\n

                                  A:<\/strong> Hi, I\u2019m just finishing now.
                                  \nB:<\/strong> OK, anything I need to know?
                                  \nA:<\/strong> Yes. We\u2019re running low on shopping bags, and size M is missing in two blue shirts.
                                  \nB:<\/strong> OK. Did you check the stockroom?
                                  \nA:<\/strong> Yes, but I couldn\u2019t find any.
                                  \nB:<\/strong> Right. Anything else?
                                  \nA:<\/strong> There\u2019s a customer order behind the counter. The customer\u2019s name is Andersson.
                                  \nB:<\/strong> Did the customer call?
                                  \nA:<\/strong> No, not today. Oh, and the card machine stopped working a few times during the morning, but it seems fine now.
                                  \nB:<\/strong> OK, thanks for letting me know.
                                  \nA:<\/strong> Also, the manager wants us to change the front display before closing.
                                  \nB:<\/strong> No problem. I\u2019ll do that later.<\/p>\n

                                   <\/p>\n

                                  Asking a colleague for help<\/strong><\/p>\n

                                  A:<\/strong> Excuse me, can you help me for a minute?
                                  \nB:<\/strong> Sure, what\u2019s the problem?
                                  \nA:<\/strong> A customer is looking for this jacket in a large, but I can\u2019t find it on the shop floor.
                                  \nB:<\/strong> Have you checked the stockroom?
                                  \nA:<\/strong> Not yet. I\u2019m with another customer.
                                  \nB:<\/strong> OK, I\u2019ll check for you. What colour is it?
                                  \nA:<\/strong> Black.
                                  \nB:<\/strong> No problem. I\u2019ll be back in a minute.<\/p>\n

                                   <\/p>\n

                                  Planning tasks<\/strong><\/p>\n

                                  A:<\/strong> What should we do first?
                                  \nB:<\/strong> I think we should put out the new promotion signs.
                                  \nA:<\/strong> OK. And after that?
                                  \nB:<\/strong> Then we need to restock the shelves near the checkout.
                                  \nA:<\/strong> Fine. Can you do the signs while I do the shelves?
                                  \nB:<\/strong> Yes, that works.<\/p>\n

                                   <\/p>\n

                                  Speaking practice: role play<\/strong><\/p>\n

                                  Shift handover<\/strong><\/p>\n

                                  Student A is finishing work.
                                  \nStudent B is starting work.<\/p>\n

                                  Student A: Tell your colleague:<\/p>\n

                                    \n
                                  • one shelf is empty<\/li>\n
                                  • a customer order is behind the counter<\/li>\n
                                  • the floor near the drinks fridge is wet<\/li>\n
                                  • the manager called<\/li>\n
                                  • the delivery came late<\/li>\n<\/ul>\n

                                    Student B:<\/p>\n

                                      \n
                                    • ask questions<\/li>\n
                                    • decide what to do first<\/li>\n
                                    • offer help<\/li>\n<\/ul>\n

                                       <\/p>\n

                                      Ask a colleague for help<\/strong><\/p>\n

                                      Student A:<\/p>\n

                                        \n
                                      • you need help with a customer<\/li>\n
                                      • you cannot find a product<\/li>\n
                                      • the shop is busy<\/li>\n<\/ul>\n

                                        Student B:<\/p>\n

                                          \n
                                        • ask questions<\/li>\n
                                        • offer help<\/li>\n
                                        • suggest a solution<\/li>\n<\/ul>\n

                                           <\/p>\n

                                          Role play 3: Plan the shift<\/strong><\/p>\n

                                          You are working together this afternoon.<\/p>\n

                                          Discuss:<\/p>\n

                                            \n
                                          • what needs to be done first<\/li>\n
                                          • who will work at the till<\/li>\n
                                          • who will restock shelves<\/li>\n
                                          • who will help customers<\/li>\n
                                          • when to take breaks<\/li>\n<\/ul>\n

                                             <\/p>\n

                                            Useful sentence starters<\/strong><\/p>\n

                                              \n
                                            • Can you help me with …?<\/li>\n
                                            • Do we have any more …?<\/li>\n
                                            • I haven\u2019t finished … yet.<\/li>\n
                                            • We need to …<\/li>\n
                                            • There\u2019s a problem with …<\/li>\n
                                            • What should we do first?<\/li>\n
                                            • I\u2019ll take care of it.<\/li>\n
                                            • Thanks for letting me know.<\/li>\n
                                            • I\u2019ll check right away.<\/li>\n
                                            • Could you do that while I …?<\/li>\n<\/ul>\n

                                               <\/p>\n

                                              Follow-up discussion<\/strong><\/p>\n

                                                \n
                                              1. Is it important to give clear information to colleagues? Why?<\/li>\n
                                              2. What can happen if workers do not communicate well?<\/li>\n
                                              3. Which phrases are most useful for your job?<\/li>\n
                                              4. Which situations are common in your workplace?<\/li>\n<\/ol>\n

                                                 <\/p>\n

                                                What is a phrasal verb?\u00a0 (multi-word verb)<\/strong><\/p>\n

                                                A phrasal verb<\/strong> is a verb + particle<\/strong> (usually an adverb or preposition), for example:<\/p>\n

                                                Stress on the main verb<\/p>\n