BCT112A Lesson Plan - 11

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Bribie Island State High School Prac 2/2011

Lesson Plan

Teacher name: Kim Morton Date: 28 October 2011

Class: BCT112A Lesson number: 11 Lesson time: 70 mins

Lesson Objectives:1. Reasoning Process

Lesson Aims:1. How to answer reasoning process questions

Modifications for students with Learning Disabilities:

1. Guided activities2. Template to follow

Adoptions for Gifted and Talented students:1. Peer assistance2. Work at own pace

Write on board:1. Homework

2. Quiz3. Reasoning process Theory4. Reasoning process Guided5. Reasoning process - Individual

Resources:1. Common Drive2. Whiteboard markers3. Computers4. Handout

Kim Morton N6858155 Page 1 of7


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Lesson phases and timing:

Phase Time Content/Teacher script Resource Teacher/StudentActivities

Learningexperiences

Introductoryset

5mins

Set up classroom

Teacher writes outcomes on board

Homework DUE NOW

Task How to answer reasoning process questions?

Classroom entranceStudents stand outside and teacher directs them into the room. Teacherdirects students to put homework on the desk as they enter the room.Remind students to sit down and log straight onto machines.Teacher stands next to the door and greets students as they enter the

room.

Settle class

Explain behaviour expectations

Explain todays lesson:

Reasoning skills

Last lesson: Revision Difficult clients

Mark the roll.

Whiteboard

Whiteboardmarkers

Teacher directed

Students listen



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Enhancing

set

60mins

20mins Reasoning Process Theory

Teacher asks students why questions?

Whats the difference between Aggressive & Assertive?Why?

What is the difference between and Open and Leadingquestions? Why?

How many rings to you let a telephone ring for beforeanswering? Why? Why?

Teacher is trying to get the students to demonstrate reasoning skills byhaving them explain their answers.

Teacher discusses importance of reasoning process. Teacher links

reasoning process to real world context. Teacher prompts studentsto come up with:

Consequences. Driving: knowing the road rules are notenough. You need to know what to do in a given situation andwhy you are doing it.

Not black and white answers need to explain why you thinkthe answer, and justify your opinion.

Reasoning Process Practical Guided

Teacher explains how to answer a reasoning process question

Steps to follow:

First, read the question FULLY.

Second, highlight/circle/underline the problem

Third, analyse the problem. Why is it a problem?Consequences.

Fourth, make reasoned recommendation. Whatwill fix the problem?

Fifth, justify your recommendations. What will thisdo for the business?

Teacher demonstrates the process going through steps 1 & 2.

Teacher demonstrates how to write answer to question usingsteps 3,4 & 5. Students type answers with teacher.

Handout

PowerPoint

Computer

Projector

Teacher directed

Students listen andtake notes

Usereasoning skills

40mins Reasoning Process Practical Individual

Students work off handout and individually finish.

Student must complete for homework if not finished in class.

Computers

Handouts

Individual Learning Use reasoning skills



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Concludin

g

set

5min

Packing upHomework Finish reasoning questions.Farewell.



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Reflection



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Templar

INTRODUCTION

Introductory sentence/s about importance of good communication skills: Identify the main problems

Introductory sentence/s about importance of good communication skills:Good communication skills are a valuable asset to those working in the businessenvironment. Lack of communication is a common reason for failure in business. How youinteract with fellow employees and customers will be the most important factor in yoursuccess in the business environment.Identify the main problems:The main problem experiences at Bribie River Cruises are the

Receptionist, and the Salesperson being rude on the telephone; theCrewman looks untidy; theMessages do not have enough details, and theReception area is messy.

BODY

Identify the problem The first problem is....

Why is this a problem? This is a problem because...

Recommendations It is recommended that...

Justification The justification for this recommendation is that...

The first problem is Jane is rude on the telephone and does not deal with customercomplaints effectively.This is a problem because clients will be lost and the reputation of the business will bedamaged. Jane must create a good first impression as she is the first point of contact in thebusiness.It is recommended that staff members be trained in communications skills. Staff need to betrained to anticipate the needs of the customers, offering advice to customers, how to greetcustomers and a sound knowledge of all aspects of the business. Staff should also developgood listening skills and know how to correct problems and reassure the customer about theservice the business provides.

It is further recommended that the HEAT strategy be used to deal with a difficult situation.The HEAT strategy involves hearing the customer out; empathise with the customer; acceptresponsibility, as well as apologise and take action to let customers know what will be doneto fix the problem.The justification for this recommendation is that customers will respect and trust employeeswho are courteous. Customers will feel assured that the problem has been dealt with andwill not happen again. Employees who take an interest in and are responsible for their roleare more likely to get promoted.

The second problem is the untidy and dirty crewman. This is a problem because Mitchell



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may be turning customers away and giving the business a bad reputation. This business willlose its professional reputation. It is recommended that the crewman practices betterpersonal hygiene and ensures that he has a clean uniform. The justification for thisrecommendation is that crew members should have clean uniforms and good hygiene sothat customers are not scared away. Staff members in uniforms promote a professional

image of this business. If the business looks professional customers are more likely toreturn to the business and will also tell other people how good the business is.

The third problem is the incomplete telephone messages. This is a problem because themessages are unable to be actioned in a timely manner and in some instances calls are notreturned to customers. It is recommended that staff attend a training session on messagetaking and offices procedures outlining the procedures to take is created and adhered to.The justification for this recommendation is that .....

The final problem is the messy and cluttered reception area. This is a problem because

CONCLUSIONIn conclusion, Bribie River Cruises has many problems such as rude salesperson andreceptionist, untidy crewman, incomplete telephone messages and a messy and clutteredreception area. These problems could be easily solved so that Bribie River Cruisesbecomes a more professional and organised business. Customers would then increase andimprove the profits of the business.


Documents

BCT112A Lesson Plan - 11