0-10 min: Welcome and warm-up. Students answer simple questions: What apps do you use at work? What information is on a form? Instructor previews goals and uses Spanish-language scaffolding only for key safety terms when needed.
10-25 min: Review. Quick spiral review of names, phone numbers, addresses, dates, email addresses, and spelling aloud. Pair practice: one student asks, one student answers and writes.
25-45 min: Vocabulary and expressions. Teach and model form fields: first name, last name, address, city, state, ZIP code, phone number, email, emergency contact, date, signature. Teach technology words: app, device, screen, username, password, link, file, photo, open, click, type, save, send, upload, download, delete. Useful frames: “Where do I write my ___?” “I don’t understand this field.” “Please help me upload the file.” “Do I click send?” “I need to reset my password.”
45-65 min: Reading and listening. Students read a simple workplace form and a short app instruction screen. Instructor reads short instructions aloud; students circle key words and match commands to icons. Listening focus: distinguishing final consonants in words such as send/sent, save/safe, click, form, upload, and password.
65-90 min: Guided practice. Instructor models completing a form with sample information, then students complete a practice form. Students check capitalization, numbers, spelling, dates, and required fields. Beginner support: word bank, bilingual glossary, and highlighted fields. Advanced extension: students correct errors in a sample form and explain the correction.
90-110 min: Practical application / simulation. In pairs, students role-play an employee asking a supervisor or coworker for help with a form or workplace app. Scenario examples: uploading an ID photo, saving a schedule, sending a request form, or changing a password. Students must ask at least one clarification question and use at least three technology verbs.
110-115 min: Formative assessment. Exit check: students identify five form fields, choose the correct command for three app icons, and say one clarification phrase aloud.
115-120 min: Assignment explanation. Instructor explains ENG-A017 Workplace Form and App Vocabulary Practice. Students complete a simple form and identify common app/device commands. No-technology alternative: paper form and printed command matching sheet.

0-10 min: Welcome and warm-up. Students answer: “What problems can customers have?” Instructor models supportive vocabulary with Spanish scaffolding as needed: problem, wrong item, late order, broken, missing, refund, replace.
10-25 min: Spiral review. Review greetings, identifying customer needs, short message format, and question formation from previous meetings. Quick partner practice: “How can I help you?” “I need help with…”
25-45 min: Vocabulary and expressions. Teach essential vocabulary: complaint, apologize, solution, replace, refund, receipt, order number, supervisor, system, available, not available, wait, send, update. Sentence frames: “I’m sorry about that.” “Let me check.” “Can you repeat that, please?” “I can…” “I can’t…, but I can…” “I will ask my supervisor.” “Thank you for your patience.” Grammar focus: can/can’t for ability or options; will for next steps; simple past recognition in complaints, e.g., “I bought,” “I ordered,” “I paid.”
45-65 min: Listening and reading practice. Students listen to or read three short customer complaints: wrong size, late delivery, and app login problem. They identify the problem, important details, and possible solution. Pronunciation/listening focus: reduced “can” versus stressed “can’t,” final /t/ in “can’t,” polite intonation in apologies, and avoiding Spanish-style flat intonation in service phrases.
65-90 min: Guided practice. Instructor demonstrates a four-step service recovery script: apologize, clarify, offer solution, close politely. Students complete sentence frames, then practice in pairs. Beginner support: word bank, bilingual glossary, and fill-in-the-blank dialogue. Advanced extension: add one follow-up question and one escalation option.
90-110 min: Practical application role-play and digital simulation. In triads, students rotate roles: customer, employee, observer. Scenarios include a missing item, password/app problem, incorrect bill, and unavailable product. Each student gives one spoken response and one short written message response. Observer uses a simple checklist: apology, question, solution, polite closing.
110-115 min: Formative assessment. Exit check: each student responds orally to one prompt: “The customer says the order is wrong. What do you say?” Instructor rates Beginning, Developing, Functional, or Confident based on clarity, politeness, and correct use of can/can’t or will.
115-120 min: Assignment explanation. Introduce ENG-A018 Service Recovery Message Simulation. Students will prepare a short polite response to a service problem using apology, clarification, solution, and closing language. No-technology option: write the response on paper and practice it orally with a partner or family member.