Health and Healthcare – Lesson 2

Lesson 2 is a listening activity concerned with telephone skills, specifically how to navigate automated messaged commonly encountered in America. The lesson provides listening practice and vocabulary.

Lesson Plan 2 – Listening

Topic: Automated Message

Target Learners: High Intermediate Adults

Language Focus: Vocabulary Building, Pragmatic Competence, Pronunciation

Primary Skills: Listening

Secondary Skills: Vocabulary

Teaching Aids and Materials: Audio Recording Handout, Chalk board.

 

Stages of Lesson

 

-Opening:  Picture story – Ss will look at two pictures and predict the topic of the lesson

-Focusing: Student will complete check list to activate prior knowledge regarding reasons for calling a doctor.

-Vocabulary: T will introduce new vocabulary. T should model sentences followed by choral reading by Ss.

-Listening: Ss will listen to an automated message and fill in specific information on a chart. Repeat audio 3x. Ss will provide the answers to the class with T assistance.

-Post-listening: Extension questions related to listening activity. Ss will provide answers with T correction.

-Follow-up: Ss discuss experiences with automated messages and other situation where automated messages are encountered.

Adapted from ESL Health Unit; Unit One: The Doctors Office. Concept and initial activities by Heather Musselman with additional activities and materials by Marni Baker Stein and Hilary Bonta as part of SHINE-MetLife Foundation Health Literacy Initiative. Look for this unit and further resources at: Project SHINE

Download Word2010 version: Amy.Health.Day2

Automated Message

Activity 1

Before you listen

The following pictures are related to the listening today. Look at the pictures and try to guess what the topic of the listening will be.

________________________________________________________________

________________________________________________________________

Activity 2

Have you ever called the doctor’s office in the U.S?

Some of the reason people call the doctor’s office are listed below.

Are you familiar with these tasks?

 _____ Schedule and appointment  _____ Ask a question about a bill
 _____ You feel sick and you need to see a doctor  _____ Ask the nurse practitioner a question
 _____ Confirm an appointment  _____ Request a prescription refill
 _____ Change an appointment  _____ Ask the doctor a question
 ____ Request a referral  _____ Talk about an emergency

Vocabulary

The following words are from your listening practice.

schedule (verb) – to set up a specific time when something will occur.
I keep a busy schedule with school, family and work.

confirm (verb) – to approve or to establish the truth.
I want to confirm my airplane reservation.

referral (noun) – send or direct someone to a medical specialist
She has a referral to a group counseling session.

emergency (noun) – a serious, unexpected, and often dangerous situation requiring immediate action.
The government declared and emergency after the earthquake.

options (noun) – something that may be chosen.
He had the option to go to a game or a movie.

practitioner (noun) – a person actively working in a profession.

nurse practitioner                            licensed practitioner

general practitioner                        skilled practitioner

Tom is working as a general practitioner at the hospital.

prescription (noun) – a drug that is only allowed when there is written permission from a doctor.
This medicine can’t be bought without a prescription.

Activity 3

Listen to the automated message and write the number the caller should select for each problem.

____ Schedule an appointment ____ Ask a question about a bill
____ You feel sick and might need to see a  doctor ____ Ask the nurse practitioner a question
____ Confirm an appointment ____ Request a prescription refill
____ Change an appointment ____ Ask the doctor a question
____ Request a referral ____ Talk about an emergency

Activity 4

Questions

Answer the following questions related to the listening practice.

1. What numbers were not mentioned in the automated message?

_______________________________________________________________

2. What does the pound key look like? Draw the pound key? Do you know another name for this key?

________________________________________________________________

3. What would you do if you wanted more help?

________________________________________________________________

 

Activity 4:

Interview

Ask your group members the following questions and take notes in the table below. Share with the class one thing you learned from your group members.

Answer Key

2 Schedule an appointment 7 Ask a question about a bill
6 You feel sick and might need to see a doctor 6 Ask the nurse practitioner a question
2 Confirm an appointment 3 Request a prescription refill
2 Change an appointment 5 Ask the doctor a question
4 Request a referral 1 Talk about an emergency

What numbers were not mentioned in the automated message?

____8,  9, 0___________________________________________________

What does the pound key look like? Draw the pound key? Do you know another name for this key?

____#_________________________________________________________

What would you do if you wanted more help?

____Stay on the line.______________________________________________

Listening script

Hello. You have reached the Health Center Plus. Please choose from the following options. Listen carefully as our menu options have changed. If you are a physician or if this is an emergency, press 1. If you want to schedule, change or confirm an appointment select 2. If you want to refill a prescription press 3. If you want to request a referral or if you have a question regarding your referral press 4. If you wish to speak to the secretary of Doctors’ Smith, Green, or Nguyen, press 5. If you are sick and you wish to speak to the nurse practitioner select 6. If you have a question about a bill press 7. For all other questions please stay on the line and your call will be answered by the next available representative. Your call is important to us.

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