Teacher s Pack h"p://esol.bri.shcouncil.org/teaching5english5work/cleaners8

Cleaners: work orders! Teacher s Pack h"p://esol.bri.shcouncil.org/teaching5english5work/cleaners8

Cleaning: work orders teachers notes Cleaning: work orders Contents Work orders: teachers notes Work orders: answers Work orders: flashcards Work orders: classroom materials Copyright - please read All the materials on these pages are free for you to download and copy for educational use only. You may not redistribute, sell or place these materials on any other website without written permission from the British Council. If you have any questions about the use of these materials please email us at: esolnexus@britishcouncil.org 1

Cleaning: work orders teachers notes Overview This resource Work orders is part of Unit 3 of the Cleaning series of vocational resources which aims to help learners develop the language that they will need when working in the cleaning sector. There are three units in this series: Unit 1: the job aims to give learners the language needed for tasks that they are likely to carry out every day in their jobs. Unit 2: health and safety aims to help learners understand health and safety information and training at work. It also aims to give learners the language they need to clarify important safety-related details. Unit 3: supervising is aimed at a higher level for learners who are working in a supervisor s role. It focuses on equipping learners with language skills that they would use in this role. It also has a larger focus on reading and writing skills. Level (Units 1 and 2): Entry 2/Access 3 in Scotland / CEF A2. Level (Unit 3): Entry 3/ Intermediate 1 in Scotland / CEF B1. 2

Cleaning: work orders teachers notes Structure, learning hours and delivery context Each of the 12 Cleaning lessons provides a minimum of 1 hour of learning in a classroom context. It is made up of three topics: Unit 1: the job Following instructions Problems at work Customers problems Using chemicals Unit 2: health and safety Safety signs Fire safety Personal protective equipment Preventing and reporting accidents Unit 3: supervising Customer complaints Accident reports Work orders Evaluating performance The resource is suitable for whole class use in a number of settings. Timings are flexible since teachers can adapt the resource to suit their learners and build in revision as required. The resource consists of the following components: In this document: Teachers notes, transcripts and answers Flashcards Classroom resources (worksheets and cut-up activities) Available on the ESOL Nexus website: Accompanying PowerPoint file Work orders.ppt Accompanying videos Interactive self-access resources 3

Cleaning: work orders teachers notes Work orders Time: Approximately 1 hour Aims To help learners understand written instructions provided by clients or managers To give learners practice reading and completing work order forms accurately To give learners practice giving clear spoken work instructions Objectives Learners will be able to: understand questions as written on a work order form understand how a work order form is laid out use a wider range of vocabulary to talk about locations in their place of work give clear spoken work instructions 4

Cleaning: work orders teachers notes Preparation You will need: an interactive whiteboard or data projector to show the accompanying PowerPoint file, If this is not available, flashcards can be used for most activities. to download a copy of the PowerPoint file Work orders.ppt from http://esol.britishcouncil.org/cleaners/supervising-work-orders to print a copy of the flashcards to use in class to print copies of the worksheets for learners to use in class to copy and cut up cards for activities 1, 2, 5 and 6 5

Cleaning: work orders teachers notes Introduction Begin with a brief group discussion about contact between cleaning supervisors and the customer/client, e.g. when and how do they communicate with the client (face to face, phone, email or forms)? How often? Is it easy or difficult to understand what they want? Ask learners how much of their job involves forms and other paperwork and how confident they feel about it. Activity 1: work order vocabulary Ask learners how the client tells them what needs to be done in addition to routine work. Elicit or teach the name of the form or request: work order form. Give out Worksheet 1a and put learners in pairs or small groups to discuss the questions (no writing required at this stage). Hand out the Activity 1 question cards two and give learners a few moments to look at the words. Ask learners to match the cards to the questions on Worksheet 1a they may also want to copy the matching word from the worksheet and write it next to the question it relates to. Encourage learners to use dictionaries. Give feedback using the Activity 1 Slides to check answers. Activity 2: understanding information on a completed form Now give out a set of shuffled, Activity 2 answer cards to each pair of learners and ask them to match these responses to the words on the Activity 1 question cards. Tell learners that this will give them a completed work order form. Learners who finish early could the additional task of copying the information on the cards on to Worksheet 2. Provide feedback by eliciting answers from different learners for each question but do not confirm or correct answers. Give out a copy of the answer sheet for learners to check their own answers. Activity 3: extending vocabulary for locations within a building Ask learners what parts of the building they clean to elicit different locations. Use the Activity 3 flashcards to elicit/teach the names of different locations. Elicit any other locations in learners workplaces. Write up the new vocabulary on the board and drill pronunciation chorally and individually. Give out Worksheet 3 and ask learners to work in pairs and small groups to complete the sheet by writing words next to the correct image. Circulate and check for any vocabulary misunderstandings, you may want to check the pronunciation of any words that caused problems. 6

Cleaning: work orders teachers notes Activity 4: information gap activity Put the class into pairs and nominate one learner in each pair as A and one as B. Hand out a copy, preferably enlarged to A3, of Worksheet 4a to all those nominated as A and Worksheet 4b to all those nominated as B. Tell learners they must not show their plan to their partner during this activity. Explain that learners each have only half the places/icons on their plan and have to find out where the missing places are by asking their partner where they are. The names of the locations that they do not have are in the box on each map. When their partner gives the answer, learners should write the word on their plan. Model the activity with a strong learner and then with an open pair. Circulate and support learners. When learners have finished, they can work together to check their answers from each other s plans. Activity 5: timescales for work orders: categorisation task Pre-teach landing, mezzanine and wing. Put learners into a new group of three and give each group a set of work order instruction cards. Elicit/tell learners where this information comes from (the client on the work order form). Ask learners to categorise each instruction according to how urgent they think the work is, by matching them to the Activity 5 timescale cards, immediately, as soon as possible, etc. Check understanding of the timescale words by putting them in sequence. Do one or two together first to model the exercise. Have a group discussion to see if everyone agrees with the timescales for each job and why/why not. Encourage learners to use dictionaries to look up any new vocabulary on the work order cards. Activity 6: giving instructions Tell learners they are going to practise giving instructions from a work order to their cleaning staff using the work order cards from the previous activity. Read out the first card and focus on the dialogue in Worksheet 6. Ask for 2 volunteers to read out the conversation. Ask learners if the instructions and answers to Rene s questions are clear enough. Set up the role play and ask learners to choose one of three roles of cleaner, supervisor and observer. Explain that the role of the observer is to listen carefully to the conversation between the supervisor and the cleaner and decide whether the supervisor gave clear and complete instructions and answered any questions well. Hand out a set of Activity 6 role cards to each group with prompts for their role. Ask them to shuffle their work order cards from activity 5 and put them face down. Learners should start by taking a card from the top of the pile and practise their conversation. When they finish, the observer gives feedback to the supervisor. Learners swap roles and role cards and repeat with the next job order card. Circulate and monitor, checking that learners are able to give clear instructions; support learners with any difficulties. You may want to finish the lesson by asking one or two groups to volunteer to do a role play for the whole class. 7

Cleaning: work orders answers Activity 1 What is the name of your employer? Issued by What is the name of the client that your company provides a cleaning service for Assigned to Who dies the client give the work to? Description of job Who sends out the forms you receive Complete within: How much time do you have to do the work? Data and time issued: How do you know if you have completed the work within the requested timescale? Signed off by: What kind of job requests do you get from the client? Date and time completed: 8

Cleaning: work orders answers Activity 2 Issued by John Smith (Betabank) Assigned to BetaClean4U Description of job Please clean room 3.09. There are black marks on the wall. Complete within: 1 day Data and time issued: 24 January, 2pm Signed off by: Susanna Pereira Date and time completed: 11am, 25 January 9

Cleaning: work orders answers Work order Issued by: John Smith (Betabank) Assigned to: BetaClean4U Job description: Please clean room 3.09. There are black marks on the wall. Complete within: 1 day Date and time issued: 24 January 2pm Signed off by: Susanna Pereira Date completed: 11am, 25 January 10

Cleaning: work orders answers Activity 3 Gentlemen s WC Ladies WC Lift Waiting Room Board room Exit Car Parking Cafeteria Stairs Reception Conference Room 11

Cleaning: work orders flashcards Activity 3 flashcards 12

Cleaning: work orders flashcards 13

Cleaning: work orders classroom resources Worksheet 1a What is the name of your employer? What is the name of the client that your company provides a cleaning service for Who dies the client give the work to? Who sends out the forms you receive How much time do you have to do the work? How do you know if you have completed the work within the requested timescale? What kind of job requests do you get from the client? 23

Cleaning: work orders classroom resources Activity 1 question cards Issued by Assigned to Description of job Complete within: Data and time issued: Signed off by: Date and time completed: 24

Cleaning: work orders classroom resources Activity 2 answer cards John Smith (Betabank) BetaClean4U Please clean room 3.09. There are black marks on the wall. 1 day 24 January, 2pm Susanna Pereira 11am, 25 January 25

Cleaning: work orders classroom resources Worksheet 2 Work order Issued by: Assigned to: Job description: Complete within: Date and time issued: Signed off by: Date completed: 26

Cleaning: work orders classroom resources 27

Cleaning: work orders classroom resources Worksheet 3 Reception Gentlemen s WC Cafeteria Stairs Conference Room Car Parking Waiting Room Board room Lift Exit Ladies WC 28

Cleaning: work orders classroom resources Worksheet 4a Find: Reception Gentlemen s WC Lift Board room Car park 29

Cleaning: work orders classroom resources Worksheet 4b Find: Conference room Ladies WC Cafeteria Stairs Waiting Room Exit 30

Cleaning: work orders classroom resources Activity 5 cards Please clean room 3.09. There are black marks on the wall. Please go to the 4 th floor landing and empty the bin Spillage in the reception. Please clean Men s toilet blocked on mezzanine. Please put out of order notice up on door and unblock. Please clean the fridge on the 3rd floor in wing. Please refill the hand soap in ladies toilets on top floor Please vacuum the conference room and clear the tables. Spillage on stairwell. Please clean. 31

Cleaning: work orders classroom resources Activity 5 timescale cards Immediately As soon as possible Within 1 day Within 24 hours Within 2 days 32

Cleaning: work orders classroom resources Worksheet 6 Hello Rene. We have a client request. Hello, Anna. Yes, what do I need to do? Can you please go to room 3.09 and remove the black marks on the wall? Yes, of course. When would you like me to do it? We need to do it today. No problem. 33

Cleaning: work orders classroom resources Activity 6 role cards Observer Your role is to listen and check the following: Were the supervisor s instructions clear? Did the supervisor give the instructions in a clear order? Was a clear deadline set? Did the supervisor answer all the cleaners queries about the task? Supervisor Your role is to make sure that you: give clear instructions give the instructions in a clear order set a clear deadline answer all the cleaners queries about the task Cleaner Your role is to ask questions or ask for clarification to make sure that you are completely clear about: what you need to do how you need to do it and what equipment you ll need by when you need to do it where you need to do 34