LESSON 3 — CRISIS COMMUNICATION AND PROBLEM MANAGEMENT
Lesson Objectives
Students will:
- Handle crisis communication professionally
- Discuss urgent business problems
- Practice emergency meetings
- Use calm and diplomatic language
50-MINUTE LESSON FLOW
1. Warm-Up Discussion (5 minutes)
Questions
- What business crises are common today?
- Why is communication important during emergencies?
- How should companies respond to customer complaints?
2. Key Expressions Practice (10 minutes)
Expressions
- “We are currently investigating the issue.”
- “Our priority is resolving the situation quickly.”
- “We appreciate your patience and understanding.”
Idioms
- put out fires
- under pressure
- damage control
3. Crisis Response Simulation (20 minutes)
Scenario — Cybersecurity Problem
Student A — IT Manager
“We recently discovered unauthorized access to our internal systems.”
Student B — Operations Director
“How serious is the situation?”
Student A
“Our technical team is currently investigating the issue.”
Student B
“What should we communicate to customers?”
Student A
“We should explain that our priority is resolving the situation quickly.”
Student B
“Agreed. We also need regular updates for affected clients.”
Teacher Instructions
Students rotate through scenarios:
- shipping delays
- product defects
- customer complaints
- technical failures
4. Emergency Team Meeting (10 minutes)
Discussion Topics
- immediate actions
- public announcements
- customer communication
Teacher Monitoring Prompts
- “What is the company’s first priority?”
- “How should managers respond publicly?”
- “How can businesses reduce negative impact?”
5. Listening Practice (5 minutes)
Teacher Reading Script
“Due to a technical system failure, several customer orders were delayed unexpectedly. Management immediately formed a response team to investigate the problem and communicate directly with affected clients.”
Answers
- Technical system failure
- Customer orders
- Formed a response team
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