Use professional etiquette and protocol such as making introductions, speaking on the telephone, and offering and receiving feedback appropriate to the professional, business

Standards Alignment

• TEKS.114.53.01A primary
  use professional etiquette and protocol such as making introductions, speaking on the telephone, and offering and receiving feedback appropriate to the professional, business, or industry setting;
• TEKS.114.53.01B primary
  participate appropriately in conversations and in informal written exchanges related to the professional, business, or industry setting;
• TEKS.114.53.01C primary
  identify and use appropriate strategies for communicating with diverse individuals;

Lesson Overview

This Grade 12 Languages Other Than English lesson focuses on using professional etiquette and protocol such as making introductions, speaking on the telephone, and offering and receiving feedback appropriate to professional, business, or industry settings. Students will engage in spoken and written interpersonal communication in the target language, negotiating meaning in rehearsed and unrehearsed situations. The lesson emphasizes appropriate grammar structures and discourse for advanced career applications.

Learning Objectives

• Use professional etiquette and protocol such as making introductions, speaking on the telephone, and offering and receiving feedback appropriate to professional, business, or industry settings.
• Participate appropriately in conversations and informal written exchanges related to professional, business, or industry settings.
• Identify and use appropriate strategies for communicating with diverse individuals in professional contexts.

Success Criteria

• Students can make professional introductions using appropriate language and tone.
• Students can conduct telephone conversations following professional etiquette.
• Students can offer and receive feedback appropriately in spoken and written forms.
• Students participate in conversations and informal written exchanges relevant to professional settings.
• Students demonstrate awareness and use of communication strategies for diverse individuals.

Prerequisite Knowledge

Students should have intermediate proficiency in the target language, including basic conversational skills and familiarity with common professional vocabulary and cultural norms.

Key Vocabulary

• Professional etiquette
• Protocol
• Introductions
• Telephone communication
• Feedback
• Diverse communication strategies
• Interpersonal communication
• Business setting
• Industry setting

Materials and Resources

• Sample dialogue scripts for introductions and telephone conversations
• Audio recordings of professional telephone calls
• Written examples of feedback exchanges
• Role-play scenario cards
• Whiteboard or projector for notes and examples

Teacher Preparation

• Prepare sample dialogues demonstrating professional introductions, telephone etiquette, and feedback exchanges.
• Select or create audio recordings of telephone conversations in the target language.
• Prepare role-play scenarios reflecting diverse professional contexts.
• Review cultural norms and communication strategies relevant to the target language and professional settings.
• Prepare guiding questions and observation checklists for student activities.

Detailed Lesson Notes

Professional Etiquette and Protocol in Career Settings

Professional etiquette refers to the accepted behaviors and communication styles appropriate in professional, business, or industry settings. Protocol includes the specific procedures and conventions used, such as how to make introductions, conduct telephone conversations, and offer or receive feedback. Understanding and using these appropriately in the target language helps students communicate effectively and respectfully in professional environments.

Making Introductions

Making introductions involves presenting oneself and others in a polite and clear manner. This includes using appropriate greetings, titles, and formal language. For example, when introducing a colleague, students should state the person's name, role, and relevant information succinctly. Cultural norms influence how introductions are made, such as the level of formality and body language used.

Speaking on the Telephone

Telephone communication requires clear speech, polite expressions, and structured conversation flow. Students should learn how to answer calls professionally, introduce themselves, state the purpose of the call, and close the conversation politely. Because non-verbal cues are absent, tone and clarity are especially important. Common phrases include asking to speak with someone, leaving messages, and confirming information.

Offering and Receiving Feedback

Feedback in professional settings should be constructive, respectful, and clear. Offering feedback involves stating observations, suggesting improvements, and encouraging positive behaviors. Receiving feedback requires active listening, acknowledging the points made, and responding appropriately. Students should practice language that softens criticism and expresses appreciation to maintain positive communication.

Communicating with Diverse Individuals

Effective communication in professional settings requires awareness of cultural, linguistic, and individual differences. Strategies include using clear and simple language, avoiding idioms or slang that may confuse, and showing respect for different communication styles. Students should learn to adapt their language and approach depending on the audience, such as clients, colleagues, or supervisors from diverse backgrounds.

Worked Examples

Classroom Activity

Students listen and read along, then practice repeating and role-playing the dialogues in pairs.

Guided Practice

Independent Practice

1. Foundational: What is one polite way to introduce yourself in a professional setting?
2. Developing: How would you answer a professional telephone call in the target language?
3. Application: Write a short informal email offering constructive feedback on a colleague's presentation.
4. Analysis: Compare how introductions might differ when communicating with a client from a different culture versus a local colleague.
5. Challenge: Describe strategies you would use to communicate effectively with a diverse team member who has limited proficiency in the target language.

Independent Practice Teacher Answer Key

1. 1. Use a formal greeting followed by your name and role, such as 'Hello, my name is Maria Lopez, and I am the sales coordinator.'
2. 2. Politely greet the caller, state your name and company or department, for example, 'Good morning, this is John Smith from ABC Company. How may I assist you?'.
3. 3. The email should start with a positive comment, mention specific points for improvement politely, and end with encouragement. For example, 'I appreciated your clear explanations during the presentation. To enhance it further, you might include more examples. Keep up the good work!'.
4. 4. Introductions with clients from different cultures may require more formal language, use of titles, and specific greetings, while local colleagues might use more casual or familiar language. Understanding these differences helps maintain respect and professionalism.
5. 5. Use clear and simple language, avoid idioms or slang, speak slowly and clearly, use gestures or visual aids if possible, confirm understanding by asking questions, and be patient and respectful.

Guiding Questions

• What are key phrases for making introductions in a professional setting?
• How can you maintain professionalism during a telephone call?
• What language helps make feedback constructive and respectful?
• How do you adapt communication for people from different backgrounds?
• Why is professional etiquette important in career applications?

Common Misconceptions

• Professional etiquette is the same in all cultures and languages.
• Telephone communication does not require special language or politeness because it is not face-to-face.
• Offering feedback means only pointing out mistakes without considering feelings.
• Introductions can be informal in all professional settings.
• Communication strategies do not need to change based on the audience's background.

Differentiation

Assessment

• Observe student participation in role-plays and provide immediate feedback.
• Check student notes and responses during explanation phase.
• Review written feedback emails for appropriate tone and language.
• Write three key phrases used in professional telephone conversations.
• Explain one strategy for offering constructive feedback.
• Describe one way to adapt communication for diverse individuals.
• Perform a recorded role-play demonstrating introductions, telephone etiquette, and feedback.
• Write a formal email applying professional etiquette and protocol.

Answer Guide

• What is one polite way to introduce yourself in a professional setting?
  Answer: Use a formal greeting followed by your name and role, such as 'Hello, my name is Maria Lopez, and I am the sales coordinator.'
• How would you answer a professional telephone call in the target language?
  Answer: Politely greet the caller, state your name and company or department, for example, 'Good morning, this is John Smith from ABC Company. How may I assist you?'.
• Write a short informal email offering constructive feedback on a colleague's presentation.
  Answer: The email should start with a positive comment, mention specific points for improvement politely, and end with encouragement. For example, 'I appreciated your clear explanations during the presentation. To enhance it further, you might include more examples. Keep up the good work!'.
• Compare how introductions might differ when communicating with a client from a different culture versus a local colleague.
  Answer: Introductions with clients from different cultures may require more formal language, use of titles, and specific greetings, while local colleagues might use more casual or familiar language. Understanding these differences helps maintain respect and professionalism.
• Describe strategies you would use to communicate effectively with a diverse team member who has limited proficiency in the target language.
  Answer: Use clear and simple language, avoid idioms or slang, speak slowly and clearly, use gestures or visual aids if possible, confirm understanding by asking questions, and be patient and respectful.

Real-Life Application

Encourage students to practice making introductions and telephone conversations in the target language with family members or friends. They can also write a short email offering feedback on a household task or project.

Homework or Home Connection

• Encourage students to practice making introductions and telephone conversations in the target language with family members or friends. They can also write a short email offering feedback on a household task or project.

Lesson Summary

In this lesson, students learned how to use professional etiquette and protocol in making introductions, speaking on the telephone, and offering and receiving feedback in professional, business, or industry settings. They practiced appropriate language and cultural strategies for diverse communication, participated in role-plays, and composed written feedback. Mastery of these skills prepares students for effective interpersonal communication in advanced career applications.

Teacher Notes

Use the exact standards alignment and retrieved-source provenance stored with this enrichment.

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