The Art of the Brilliant Conversation
Grammar: Discourse markers and connectors
A Level 6 English lesson exploring work.
What's in this lesson
A Level 6 (proficiency) ESL lesson on work, practising discourse markers and connectors. The worksheet has a reading, target vocabulary and discussion questions.
From the reading: The Art of the Brilliant Conversation
In 2022, the software company Zappos published data showing that its longest customer call had lasted ten hours and fifty-one minutes. The agent did not rush. She did not transfer. She stayed, unhurried and curious, until the problem — and the person — felt genuinely understood. Critics called it an inefficiency. Zappos called it the business model. Both were right, which is precisely what makes outstanding customer service so difficult to teach and so easy to recognise.
Vocabulary
- accuracy
- adaptability
- outstanding
- remove
- at stake
- in real time
- look into
- no result
- specific
Discussion questions
- Have you ever received service so good it surprised you?
- Can excellent customer service actually be taught?
- What makes you trust a company after something goes wrong?
The Art of the Brilliant Conversation
Grammar: Discourse markers and connectors
What's in this lesson:
Full lesson plan with reading, grammar, vocabulary, and discussion.
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