10th Grade Career and Technical Education Worksheets

This resource is perfect for health science, CNA, or medical assisting courses. Students will analyze real-world scenarios, evaluate communication skills, and practice creating their own good examples to enhance their understanding of effective patient interactions.

What’s Included:

1. Good and Bad Scenarios Group Work

• Students are assigned one of 10 pre-designed scenarios.
• Each group acts out the bad example and brainstorms ways to improve it.
• Groups then perform the improved good example and receive peer and instructor feedback.

1. Bedside Manner Checklist

• A detailed checklist to guide students in evaluating key elements of bedside manner, including:

  • Greeting the patient.
  • Demonstrating empathy and respect.
  • Explaining procedures in simple terms.
  • Addressing concerns professionally.
• • Perfect for use during role-plays and self-assessments.

1. Create Your Own Good Scenario

• Students work collaboratively to develop their own realistic patient-provider interaction.
• Encourages creativity, critical thinking, and application of bedside manner concepts.

Learning Objectives:

• Develop an understanding of key bedside manner skills, such as communication, empathy, and professionalism.
• Identify common mistakes in patient-provider interactions and propose improvements.
• Practice delivering clear, patient-centered communication.
• Reflect on verbal and nonverbal cues and their impact on patient care.

How to Use This Resource:

• Group Activity: Assign each group one scenario, and have them act out both the bad and improved versions.
• Class Discussion: Use the checklist and rubric to facilitate feedback and class-wide learning.
• Individual Work: Assign the "create your own scenario" task as an extension.

Why You’ll Love This Resource:

• Interactive: Keeps students engaged with hands-on role-playing and peer collaboration.
• Realistic: Prepares students for real-world healthcare environments.
• Comprehensive: Combines pre-designed scenarios, evaluation tools, and creative thinking tasks in one resource.

If you enjoyed this activity, explore the fun options below!

Healthcare Pain Management / Acute vs Chronic, Unmanaged Pain, and Pain Scales

Adding Clinical Experience to Resumes / Allied Health, CNA, PCT Career Prep

Follow me for more engaging lessons!

Scrub Squad

Career Readiness | Customer Service Skills Activities

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ABOUT THIS BUNDLE

★ Topic - Career Readiness / Customer Service Skills

★ Includes 5 Products

★ 651 pages

★ Suitable for Middle and High School Students

★ Career Readiness / Life Skills

★ Print and Digital (PDF and Google Slides)

★ Includes a Total of 12 Google Slide Links

★ Files are completely organized!

★ Answer Keys included for Lesson and Activity Worksheets!

This BUNDLE includes the following 5 products:

▶️ Customer Service Lesson and PowerPoint Packet

▶️ Customer Service Activity Worksheets and Answer Keys

▶️ Customer Service Scenario Task Cards and Worksheets

▶️ Customer Service Writing/Discussion Questions

▶️ Job Interview Questions Task Cards and Worksheets

As students prepare to obtain jobs during the summer or after high school, they need to understand that they will deal with customers of all kinds and must prepare for it. Dealing with angry or difficult customers is part of the job. Their patience and professionalism will be put to the test. When interacting with customers, it is essential to have excellent customer service skills. The more skills students master and the more strategies they have to effectively communicate with customers and diffuse potential conflicts, the better prepared they’ll be for future employment.

This Customer Service Mega BUNDLE provides a wide range of opportunities for students to:

► examine and understand what customer service is, why it is important, and how it impacts consumers.
► learn essential customer service skills and practices that will help equip them to address customer needs and foster positive customer experiences.
► explore behaviors and attitudes that illustrate poor customer service and great customer service.
► learn and develop workplace readiness skills and understand key principles for engaging customers who are challenging while working in the workplace.
► role-play scenarios to practice and highlight effective customer service skills. They will practice techniques to handle irate, difficult, and demanding customers and offer solutions to customer problems.
► prepare students for job interviews.

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These customer service activities provide students the opportunity to practice:

✨ Dealing with difficult,problematic, dissatisfied, or angry customers.
✨ Identifying various perspectives involved when dealing with unhappy customers.
✨ Resolving customer conflict / Conflict Resolution Skills
✨ Maintaining professionalism and decorum in difficult or tense situations.
✨ Perspective-taking - View issues from a customer’s viewpoint to help them empathize with an unhappy customer.
✨ Effective communication
✨ Emotion control

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This resource correlates to other workplace readiness skills including:

⭐ Demonstrating positive work ethic

⭐ Demonstrating conflict resolution capabilities

⭐ Demonstrating effective speaking and listening skills

⭐ Coping/Managing difficult situations

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Items included:

✠ Lesson and PowerPoint Packet

✠ Activity Worksheets

✠ Scenarios

✠ Writing/Discussion Questions

✠ Job Interview Questions

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ITEMS INCLUDED IN EACH PRODUCT

▶️ Resource #1: Customer Service Lesson and PowerPoint Packet

▶ Folder #1: Customer Service Lesson Plan and PowerPoint Packet

★ Lesson Plan (PDF/Uneditable) (8 pages)

★ EDITABLE Hard Copy Lesson Plan (8 pages)

★ 24 Lesson Activity/Practice Worksheets (Absolutely NO PREP)

★ Lesson POWERPOINT (76 Slides!! / Uneditable)

★ Detailed Answer Keys / Suggested Responses

★ 2 Google Slide Links (Lesson Worksheets and PowerPoints)

★ Lesson Worksheets on Google Slides

★ Lesson PowerPoint on Google Slides

▶ Folder #2: Customer Service Scenario Packet (Task Cards, Worksheets, PowerPoints, Google Slides)

SCENARIO TASK CARDS

★ 12 COLORED Scenario Task Cards (12 Scenarios)
→ 12 COLORED Scenario Task Cards with Questions
→ 12 COLORED Scenario Task Cards without Questions

★ 12 B&W Scenario Task Cards (12 Scenarios)
→ 12 B&W Scenario Task Cards with Questions
→ 12 B&W Scenario Task Cards without Questions

SCENARIO WORKSHEETS

★ 12 Scenario Worksheets with Questions
★ 12 Scenario Worksheets without Questions (Space has been created for you to generate your OWN questions)
★ List of Scenarios (1 page / Easy access for teachers)

SCENARIO POWERPOINTS

★ Scenario POWERPOINT (Scenarios ONLY)

★ Scenario POWERPOINT (Scenarios WITH Questions)

★ Scenario POWERPOWEROINT (Scenarios WITHOUT Questions – You generate your OWN Questions)

★ 2 Blank Scenario Slides (for you to generate your OWN scenarios and questions)

Google Slide Links
★ 5 Google Slide Links (Scenario PowerPoints)
→ Scenario Worksheets (with Questions)
→ Scenario Worksheets (without Questions - You generate your OWN Questions)
→ Scenario POWERPOINT (Scenarios ONLY)
→ Scenario POWERPOINT (Scenarios with Questions)
→ Scenario POWERPOWEROINT (Scenarios without Questions – You generate your OWN Questions)

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▶️ Resource #2: Customer Service Activity Worksheets and Answer Keys

★ 33 Customer Service Activity Worksheets

★ Detailed Answer Keys

★ Google Slides link

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▶️ Resource #3: Customer Service SCENARIO Task Cards and Worksheets

★ 48 BROWN/COLORED Task Cards (48 Scenarios)

→ 48 BROWN Task Cards with Questions

→ 48 BROWN Task Cards without Questions

★ 48 B&W Task Cards (48 Scenarios)

→ 48 B&W Task Cards WITH Questions

→ 48 B&W Task Cards WITHOUT Questions

★ 48 Scenario Worksheets with Questions (Same scenarios in the Task Cards)

★ 48 Scenario Worksheets without Questions (Space has been created for you to generate your OWN questions)

★ List of Scenarios (5 pages / Easy access for teachers)

★ 2 Google Slide Links

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▶️ Resource #4: Customer Service Writing/Discussion Questions

★ 64 BLUE Question Task Cards (64 Questions)

★ 64 B&W Question Task Cards (64 Questions)

★ 64 Writing/Discussion Question Worksheets (Same questions in the Task Cards)
★ List of Questions (3 full pages / Easy Access for Teachers)
★ Google Slide Link

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▶️ Resource #5: Job Interview Questions Task Cards and Worksheets

★ 48 Job Interview Question Task Cards (7 different colors / 48 questions)
→ Blue
→ Dark Blue
→ Red
→ Purple
→ Teal
→ Brown
→ B&W

★ 48 Job Interview Question Worksheets (Same questions in the Task Cards)
★ List of Questions (2.5 pages / Easy access for teachers)
★ Google Slides Link

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This ENTIRE BUNDLE is also included in Google Slides! Text boxes have already been created to make it easier for you and your students! Each slide includes two instruction solution tabs for when students accidentally delete text boxes and when they want to zoom in (to enlarge worksheets). It's super helpful for students who are not that familiar with how to use Google Slides or need the extra assistance.

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You might be interested in other Social Emotional Learning Worksheets and Answer Key PACKETS just like this:

• SEL Activity Worksheets Mega Bundle
• Anger Management
• Anxiety
• Conflict Resolution
• Customer Service
• Disagreements, Negotiation, Compromise
• Effective Communication
• Empathy
• Growth Mindset
• Leadership
• Moral and Ethical Dilemmas
• Peer Pressure
• Procrastination
• Reframing Negative Thoughts
• Relationships
• Risky Behaviors
• Self-Awareness
• Self-Control
• Social Awareness
• Social Boundaries and Personal Space
• Stress Management
• Time Management
• Toxic Behaviors

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Created by © Queen's Educational Resources / All Rights Reserved

Your purchase includes one copy to be used in a single classroom. If you are looking for multiple copies, please be sure to purchase additional licenses.

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Click here to FOLLOW ME!

Please feel free to email me if you have any questions!

queenseducationalresources@gmail.com

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Interested in REAL-LIFE SCENARIOS?

Checkout my REAL-LIFE SCENARIOS LIBRARY!

*******************************

Interested in realistic kids, teens, and adults clipart? Check out my CLIPART GALLERY!

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DID YOU KNOW that you can earn money for future TeachShare purchases when you leave feedback on a resource you purchased?!?!? All you have to do is leave feedback on the purchased resource! When you do so, you earn TPT credits. These TPT credits can be redeemed and used toward future purchases!

❤️ Reviews and Ratings: Reviews and Ratings are extremely important to me. Your time to rate this product and write a review will greatly be appreciated! ;-)

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LET'S CONNECT:

• CLICK HERE to SUBSCRIBE to My Email List!
• My Website
• Queen's Clipart Gallery
• Facebook
• Pinterest
• Instagram

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ITEMS INCLUDED IN EACH PRODUCT

▶️ Resource #1: Customer Service Lesson and PowerPoint Packet

✅ Folder #1: Customer Service Lesson Plan and PowerPoint Packet

------ Lesson Plan (PDF/Uneditable) (8 pages)

------ EDITABLE Hard Copy Lesson Plan (8 pages)

------ 24 Lesson Activity/Practice Worksheets (Absolutely NO PREP)

------ Lesson POWERPOINT (76 Slides!! / Uneditable)

------ ANSWER KEYS / Suggested Responses

------ 2 Google Slide Links (Lesson Worksheets and PowerPoints)

Lesson Worksheets on Google Slides

Lesson PowerPoint on Google Slides

✅ Folder #2: Customer Service Scenario Packet (Task Cards, Worksheets, PowerPoints, Google Slides)

SCENARIO TASK CARDS

------ 12 COLORED Scenario Task Cards (12 Scenarios)

• 12 COLORED Scenario Task Cards with Questions
• 12 COLORED Scenario Task Cards without Questions

------ 12 B&W Scenario Task Cards (12 Scenarios)

• 12 B&W Scenario Task Cards with Questions
• 12 B&W Scenario Task Cards without Questions

SCENARIO WORKSHEETS

------ 12 Scenario Worksheets with Questions (Same scenarios in the Task Cards)
------ 12 Scenario Worksheets without Questions (Space has been created for you to generate your OWN questions)
------ List of Scenarios (1 page / Easy access for teachers)

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▶️ Resource #2: Customer Service Activity Worksheets and Answer Keys

------ 33 Customer Service Activity Worksheets

------ ANSWER KEYS

------ Google Slides link

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▶️ Resource #3: Customer Service Scenario Task Cards and Worksheets

------ 48 BROWN/COLORED Scenario Task Cards (48 Scenarios)

• 48 BROWN Task Cards WITH Questions
• 48 BROWN Task Cards WITHOUT Questions

------ 48 B&W Scenario Task Cards (48 Scenarios)

• 48 B&W Task Cards WITH Questions
• 48 B&W Task Cards WITHOUT Questions

------ 48 Scenario Worksheets with Questions (Same scenarios in the Task Cards)
------ 48 Scenario Worksheets without Questions (Space has been created for you to generate your OWN questions)
------ List of Scenarios (5 pages / Easy access for teachers)
------ 2 Google Slide Links

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▶️ Resource #4: Customer Service Writing/Discussion Questions

------ 64 BLUE Question Task Cards (64 Questions)

------ 64 B&W Question Task Cards (64 Questions)

------ 64 Writing/Discussion Question Worksheets (Same questions in the Task Cards)
------ List of Questions (3 full pages / Easy Access for Teachers)
------ Google Slide Link

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▶️ Resource #5: Job Interview Questions Task Cards and Worksheets

------ 48 Job Interview Question Task Cards (7 different colors / 48 questions)

• Blue
• Dark Blue
• Red
• Purple
• Teal
• Brown
• B&W

------ 48 Job Interview Question Worksheets (Same questions in the Task Cards)
------ List of Questions (2.5 pages / Easy access for teachers)
------ Google Slides Link

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This ENTIRE BUNDLE is also included in Google Slides! Text boxes have already been created to make it easier for you and your students! Each slide includes two instruction solution tabs for when students accidentally delete text boxes and when they want to zoom in (to enlarge worksheets). It's super helpful for students who are not that familiar with how to use Google Slides or need the extra assistance.

*******************************

You might be interested in other Social Emotional Learning Worksheets and Answer Key PACKETS just like this:

• SEL Activity Worksheets Mega Bundle
• Anger Management
• Anxiety
• Conflict Resolution
• Customer Service
• Disagreements, Negotiation, Compromise
• Effective Communication
• Empathy
• Growth Mindset
• Leadership
• Moral and Ethical Dilemmas
• Peer Pressure
• Procrastination
• Reframing Negative Thoughts
• Relationships
• Risky Behaviors
• Self-Awareness
• Self-Control
• Social Awareness
• Social Boundaries and Personal Space
• Stress Management
• Time Management
• Toxic Behaviors
• PRINT and DIGITAL (PDF and GOOGLE SLIDES)

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Created by © Queen's Educational Resources / All Rights Reserved

Your purchase includes one copy to be used in a single classroom. If you are looking for multiple copies, please be sure to purchase additional licenses.

*******************************

Click here to FOLLOW ME!

Please feel free to email me if you have any questions!

queenseducationalresources@gmail.com

*******************************

Interested in REAL-LIFE SCENARIOS?

Checkout my REAL-LIFE SCENARIOS LIBRARY!

*******************************

Interested in realistic kids, teens, and adults clipart? Check out my CLIPART GALLERY!

*******************************

DID YOU KNOW that you can earn money for future TeachShare purchases when you leave feedback on a resource you purchased?!?!? All you have to do is leave feedback on the purchased resource! When you do so, you earn TPT credits. These TPT credits can be redeemed and used toward future purchases!

❤️ Reviews and Ratings: Reviews and Ratings are extremely important to me. Your time to rate this product and write a review will greatly be appreciated! ;-)

*******************************

LET'S CONNECT:

• CLICK HERE to SUBSCRIBE to My Email List!
• My Website
• Queen's Clipart Gallery
• Facebook
• Pinterest
• Instagram

This activity is designed to help students delve into the world of career exploration. By answering questions and researching their chosen career, students will gain valuable insights into job requirements, educational paths, and potential salary ranges. They will also have the opportunity to practice filling out a job application, a crucial skill for future employment.

Key Benefits for Students:

• Enhanced Career Awareness: Students will develop a deeper understanding of their chosen career, including its day-to-day tasks, required skills, and educational pathways.
• Improved Research Skills: The activity will hone students' ability to gather information from various sources, such as online databases, books, and interviews.
• Practical Job Application Experience: By completing a mock job application, students will become familiar with the application process and learn how to effectively present their qualifications.
• Increased Confidence: Gaining knowledge about a specific career and successfully completing a job application can boost students' confidence in their career aspirations.

Additional Tips:

• Encourage students to use a variety of resources, including online databases, career counseling centers, and industry professionals.
• Provide guidance on effective research techniques, such as keyword searches and evaluating sources.
• Offer feedback on students' completed job applications to help them identify areas for improvement.

By engaging in this activity, students will gain valuable knowledge and skills that will serve them well as they transition into the workforce.

☺ Earn TeachShare credits for future purchases by providing feedback for paid products. (Feedback on free products is also greatly appreciated!)

☺ Follow me to receive notifications when new products are posted. You will also receive occasional messages alerting you to sales, promotions, and other exciting news.

☺ Don’t quite see what you are looking for? Leave me a note in the “Ask a Question” tab or you can reach out to me via email at  inspiredbymlg@outlook.com. I would be happy to create a product to meet the needs of you and your students.

Tame the Workplace Drama Like a Boss: Navigate Challenges with Confidence!

Empower your students to navigate tricky workplace situations with 5 key strategies in this engaging reading comprehension worksheet! "Teen Drama at Work?" tackles the realities of navigating adult dynamics as a young professional, equipping them with essential skills like communication, conflict resolution, and emotional intelligence.

Through relatable scenarios, interactive questions, and clear takeaways, students learn to:

• Stay calm and composed: Master the art of de-escalating emotions and making rational decisions.
• Practice clear communication: Address issues respectfully and find solutions that work for everyone.
• Seek support wisely: Leverage the guidance of trusted colleagues and mentors.
• Choose battles wisely: Focus your energy on what truly matters and avoid getting sucked into negativity.
• Focus on your work: Demonstrate your value and professionalism by exceeding expectations.

Highlights:

• Relevant and engaging reading: Connects directly to the challenges teenagers face in their first jobs.
• Case Study: The relatable story of Sarah, the targeted intern, sparks discussion and reinforces key concepts.
• Multiple Choice, True/False, Fill-in-the-Blank, and Short Answer Questions: Assess understanding in diverse formats.
• Teacher Answer Key: Save time and ensure accurate assessment.

Learning Objectives:

• Students will understand the common types of workplace drama and their impact.
• Students will identify and apply strategies for navigating drama calmly and effectively.
• Students will develop communication skills for addressing issues and finding solutions.
• Students will understand the importance of emotional intelligence and seeking support.
• Students will analyze the case study and apply learning to real-world scenarios.

Recommended Common Core Standards:

• RL.7.2, 8.2, 9.2: Determine central ideas or themes of a text and analyze their development.

• RI.7.8, 8.8, 9.8: Delineate and evaluate the reasoning used in arguments.

• W.7.1, 8.1, 9.1: Write informative/explanatory texts to examine and convey complex ideas and concepts.

• SL.7.1, 8.1, 9.1: Engage effectively in a variety of discussions and collaborations.

Equip your students to thrive in any work environment with the confidence and skills to handle drama like a pro! Download "Teen Drama at Work?" today and watch them blossom into effective communicators and problem-solvers.

Explore my store for more engaging resources that empower your students to become successful young professionals. Remember to leave a review and earn TeachShare credits!

Related product you may be interested in!

Ethical Workplace Decisions Bundle

• Empower students to navigate difficult ethical decisions they may encounter with 10 engaging reading comprehensions. Purchase today!

AVID Learner Survey Freebie Printable Worksheet: Get to know where your students are with AVID skill using this free AVID survey. This activity is perfect for assessing their organizational and study skills, goal-setting skills, time management, participation in discussions and more!

✨Find this resource in the AVID Early Finisher Packets bundle!

What's Included

• 1 free PDF printable

Survey Prompts

• I am a great focused note-taker in my classes
• I set long term and short term goals and track them
• I am comfortable participating in discussions and debates
• I know how to study for tests
• I keep my binder very organized and can easily find what I need
• I know how to manage my time wisely
• I am great at using an agenda or planner and keep up with it
• I feel supported by my AVID teacher and classmates

You may like...

AVID Growing Mega Bundle

AVID Team Building Bundle

Costa Lesson and Activity

AVID Claps

Speed Philosophical Chairs Bundle

This is a great activity for the 1st week of class when you are getting to know the students.

Use: These fashion All about ME activities are great way to get to know your students and for students to get to know each other. It also allows students to show their creativity and personality.

See my site for my listing that contains 9 additional All about ME Fashion Activities:

• T-shirt
• Hoodie
• Sneaker
• Cardigan
• Letterman Jacket
• 2 different Quilt Squares
• Converse Style Sneakers
• Backpack

I love using these during the 1st week of school!

Engage your students in a hands-on activity that combines forensic science, health science, and biology! This forensic genealogy assignment challenges students to use DNA analysis, family tree reconstruction, and critical thinking to solve a fascinating mystery.

Perfect for high school forensic science, health science, or biology classes, this activity introduces students to real-world applications of genetic testing and its role in identifying unknown individuals. Students will analyze DNA match data, interpret family relationships, and incorporate supporting evidence to uncover the identity of an unidentified individual.

Included in this resource:

• A detailed case scenario for students to solve.
• DNA match charts and relationship clues for analysis.
• A blank family tree template for organizing evidence.
• A customizable case file template to document findings.
• Essential Vocabulary is included.
• Teacher instructions / lesson plan.
• Student instructions to guide independent or group work.

This activity develops critical thinking, teamwork, and reasoning skills while reinforcing concepts related to genetics and DNA. Whether you’re teaching about the human genome, inheritance, or careers in forensic science, this lesson is an engaging and educational addition to your classroom!

If you like this lesson, try these:

Health Science / Nursing Guide to Degloving without Contaminating Stations Print

Cranial Nerve Printable Case Study / Anatomy / Nursing / Health Science

Forensic Science Movie Scenario Clues to Solve Type of Death or Injury HS CTE

Follow me for more engaging lessons!

Scrub Squad

Customer Service Activity Worksheets | Career Readiness Activities | Life Skills

ABOUT THIS RESOURCE

★ Topic - Customer Service Skills / Career Readiness

★ Activity Worksheets

★ 61 pages

★ Print and Digital (Text boxes already created!)

★ Excellent for Middle and High School

★ Detailed Answer Keys included

This resource includes:

★ 33 Customer Service Activity Worksheets

★ Detailed Answer Keys

★ Google Slides link

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This resource is also included in Google Slides! Text boxes have already been created to make it easier for you and your students! Each slide includes two instruction solution tabs to assist students who accidentally delete text boxes and/or when they want to zoom in (to enlarge worksheets). It's super helpful for students who are not that familiar with how to use Google Slides or need the extra assistance.

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As students prepare to obtain jobs during the summer or after high school, they need to understand that they will deal with customers of all kinds and must prepare for it. Dealing with angry or difficult customers is part of the job. When interacting with customers, it is essential to have excellent customer service skills. The more skills they master and the more strategies they have to effectively communicate with customers and diffuse potential conflicts, the better prepared they’ll be for future employment.

This packet offers many opportunities for teachers to help their students learn a variety of critical concepts and skills related to customer service as they prepare for employment. Students will be able to practice how to effectively resolve conflicts and diffuse difficult customer situations. It also offers a variety of activities that will help students explore qualities required for exceptional customer service in any workplace. Detailed ANSWER KEYS are included to help you facilitate learning and discussions!

This resource makes a great addition to any class or course that needs to cover customer service because the context is based on experiences your students will face in their everyday lives, particularly in their workplace. We can all agree that honing customer service skills and conflict management skills takes time and practice, practice, practice! These fun real-life exercises can help sharpen your students’ customer service skills and ultimately make them more confident in the workplace!

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This resource correlates to other workplace readiness skills including:

⭐ Demonstrating positive work ethic

⭐ Demonstrating conflict resolution capabilities

⭐ Demonstrating effective speaking and listening skills

⭐ Managing difficult situations

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These customer service activities provide students the opportunity to practice:

▶ Dealing with difficult, dissatisfied, or angry customers

▶ Identifying various perspectives involved when dealing with unhappy customers

▶ Resolving customer conflict / Conflict resolution

▶ Maintaining professionalism and decorum in difficult or tense situations

▶ Perspective-taking - View issues from a customer’s viewpoint to help them empathize with an unhappy customer

▶ Being receptive to and responding to feedback

▶ Effective communication

▶ Emotion control

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This resource covers the following topics related to Customer Service:

★ Anticipation Guide

★ Good vs. Poor Customer Service

★ KWL

★ Return and Refund Scenario

★ Satisfying/Appropriate Customer Service Responses

★ Handling Difficult Customers Scenarios

★ Customer Service Reflection

★ Responding to Difficult Customers

★ Effective Communication

★ Positive Communication (Using Positive Words)

★ True or False Customer Service Concepts

★ Pro vs. Poor Customer Service

★ How Would You Respond to Angry Customers?

★ Active Listening

★ Text Messaging Conversation (Extra "blank" worksheets included for you to generate your own questions)

★ Responding to Customers' Social Cues and Body Language

★ Handling/Addressing Disruptive Customers

★ "Live Chat" Agent - How Would You Respond

★ Responding to Negative Reviews

★ Do's and Don'ts in Customer Service

★ Difficult Customer Service Concept Web

★ Qualities of Excellent Customer Service Web

★ Filter Your Mouth - Words Matter!

★ Handling "Unexpected" Conflicts

★ Delivering Great Customer Service Scenario

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❌ Lesson plans are not included. This product can be used in addition to your own lesson plans and in such a way that best meets the needs of your students.

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This resource is also included in the following discounted Bundles:

• Customer Service/Career Readiness Mega Bundle
• Social Emotional Learning Activity Worksheets Mega Bundle
• SEL Mega Bundle

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Other CUSTOMER SERVICE resources you might be interested in:

• Customer Service/Career Readiness Mega Bundle
• Customer Service Lesson and PowerPoint Packet
• Customer Service Scenario Task Cards and Worksheets
• Customer Service Writing/Discussion Questions
• Customer Service Interview Questions Task Cards and Worksheets

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Explore similar Social-Emotional Learning Worksheets and Key Packets:

❤️ SEL Activity Worksheets Mega Bundle

❤️ Anger Management

❤️ Anxiety

❤️ Bullying

❤️ Conflict Resolution

❤️ Customer Service

❤️ Disagreements, Negotiation, Compromise

❤️ Effective Communication

❤️ Empathy

❤️ Financial Literacy | Responsibility

❤️ Growth Mindset

❤️ Leadership

❤️ Moral and Ethical Dilemmas

❤️ Organizational Skills

❤️ Peer Pressure

❤️ Procrastination

❤️ Reframing Negative Thoughts

❤️ Relationships

❤️ Resilience

❤️ Risky Behaviors

❤️ Self-Advocacy

❤️ Self-Awareness

❤️ Self-Care

❤️ Self-Control

❤️ Social Awareness

❤️ Social Boundaries and Personal Space

❤️ Stress Management

❤️ Time Management

❤️ Toxic Behaviors

*******************************

Created by © Queen's Educational Resources | All Rights Reserved

Your purchase includes one copy to be used in a single classroom. If you are looking for multiple copies, please be sure to purchase additional licenses.

*******************************

Interested in REAL-LIFE SCENARIOS?

Checkout my REAL-LIFE SCENARIOS LIBRARY!

*******************************

Interested in realistic kids, teens, and adults clipart? Check out my CLIPART GALLERY!

*******************************

Click here to FOLLOW ME!

Please feel free to email me if you have any questions!

queenseducationalresources@gmail.com

*******************************

DID YOU KNOW that you can earn money for future TeachShare purchases when you leave feedback on a resource you purchased?! All you have to do is leave feedback on the purchased resource! When you do so, you earn TPT credits. These TPT credits can be redeemed and used toward future purchases!

❤️ Reviews and Ratings: Reviews and Ratings are extremely important to me. Your time to rate this product and write a review will greatly be appreciated! ;-)

*******************************
LET'S CONNECT:

• CLICK HERE to SUBSCRIBE to My Email List!
• My Website
• Queen's Clipart Gallery
• Facebook
• Pinterest
• Instagram

The Forensic Files: Unraveling the Mysteries of Crime

Bundle:

Embark on a thrilling exploration of the fascinating world of forensic science with this comprehensive collection of 12 reading comprehension worksheets! Each worksheet delves into a unique forensic discipline, unveiling the intriguing methods used to solve crimes and uncover the truth.

Uncover the secrets hidden in:

• Toxicology: Learn how scientists analyze poisons and drugs to determine cause of death and identify culprits. (e.g., The Alexander Litvinenko case)
• Forensic Psychology: Explore the criminal mind as psychologists assess behavior, evaluate mental states, and aid in legal proceedings. (e.g., The BTK Killer case)
• Footprint Forensics: Discover how podiatrists analyze footprints to link suspects to crime scenes and reconstruct events. (e.g., The Lindbergh baby kidnapping case)
• Brain Clues: Delve into the brain with forensic pathologists to understand cause of death, analyze injuries, and investigate potential crimes. (e.g., The JonBenét Ramsey case)
• Bite Marks: Explore the controversial science of bite mark analysis used for suspect identification. (e.g., The Louise Kennedy case)
• Rocks and Dirt Talk: Witness the power of geology as forensic scientists analyze soil, rocks, and minerals to link suspects and reconstruct crime scenes. (e.g., The Andrea Gail case)
• Insect Detectives: Learn how entomologists use insects to estimate time of death, reconstruct events, and identify locations. (e.g., The Jeffrey Dahmer case)
• Blood Ties: Dive into the world of DNA analysis and its role in identifying suspects, establishing familial relationships, and exonerating the wrongly convicted. (e.g., The Amanda Knox case)
• Plant Power: Explore how botanists analyze plant materials to link suspects to crime scenes, identify geographic origins, and reconstruct events. (e.g., The Polly Klaas case)
• History Unearthed: Travel back in time with forensic archaeologists who analyze burial sites, artifacts, and skeletal remains to solve historical crimes and mysteries. (e.g., The Richard III case)
• Digital Footprints: Unmask cybercriminals as you learn how experts analyze electronic devices and online data to investigate crimes. (e.g., The Silk Road darknet marketplace takedown)
• Ballistics Breakdown: Unravel the secrets of firearms with ballistics experts who analyze bullets, casings, and trajectory patterns to identify weapons and reconstruct shooting scenes. (e.g., The John F. Kennedy assassination)

Engage your students with:

• Informative texts packed with captivating content and real-world case studies.
• Multiple choice, true/false, fill-in-the-blank, and short answer questions to assess comprehension and critical thinking.
• Answer keys for easy grading and self-assessment.

Learning Objectives:

• Students will gain a comprehensive understanding of various forensic science disciplines.
• Students will analyze the techniques and applications used in each forensic field.
• Students will evaluate the limitations and ethical considerations surrounding forensic evidence.
• Students will develop critical thinking and problem-solving skills by applying their knowledge to real-world scenarios.

Recommended Common Core Standards:

• RI.5.1: Quote accurately from a text when explaining what the text says or does.
• RI.5.2: Determine the central ideas or author's purpose in a text.
• RI.5.3: Explain the relationship between a series of historical events described in a text.
• RI.5.7: Draw on information from multiple texts to support a claim or make an inference.
• WHST.5.2: Write informative/explanatory texts to examine a topic and convey ideas clearly.
• WHST.5.4: Produce clear and focused writing on a topic or issue.
• WHST.5.8: Recall relevant information from experiences or texts to explain or support a point.

Ready to unlock your students' critical thinking potential? Explore my store for a treasure trove of reading comprehensions that tackle diverse themes and inspire insightful discussions. From historical mysteries to scientific explorations, there's something for every classroom!

Support a fellow educator and get rewarded! Purchase this resource, leave a review, and earn TeachShare credits you can use on any product on the platform. Your feedback helps others and benefits you too!

Related Products

Forensic Mysteries

• Unleash the CSI in your students! Explore 10 real-life forensic mysteries with this captivating reading comprehension bundle!

Forensic Files 

• Unleash the detective within your students with this captivating bundle of 12 reading comprehension worksheets that explore the diverse wonders of forensic science!

Serial Killer Reading Bundle

• Unravel the chilling narratives of history's most infamous serial killers with this in-depth reading comprehension bundle!

Unsolved Mysteries Reading Bundle 

• Unravel the mysteries of true crime with 10 engaging reading comprehension worksheets, fostering critical thinking and analysis of real-world cases.

Activitae WICOR skils and increase student organization accountability with this AVID Binder Bingo Game, designed to help students find classmates who demonstrate key organizational habits. This fun twist on binder checks includes editable templates and promotes collaboration and team building while reinforcing AVID strategies like binder organization, note-taking, and planning. Perfect for AVID teachers looking to enhance college readiness skills!

✨AVID Bundle✨

Get the PDF formatted version for this included in the AVID November early finisher packet :)

What's Included

• Pre-filled binder bingo handout
• editable template with pictures included
• editable blank template with only the title
• PowerPoint
• Google Slides

Directions for AVID Binder Bingo

1. Find a Classmate: Students walk around the room and find classmates who match the description in each box.
2. Ask for a Signature: When students find someone who fits the description, they ask them to sign that box.
3. Complete the Bingo Card: Students try to fill as many boxes as possible with different classmates' signatures.

Other popular AVID resources...

Costa Bundle

WICOR Bundle

Claps Bundle

AVID Early Finisher Packets

Cell Phone Activities Bundle

This is a great sheet for fashion students to use when they are beginning to start constructing their garment.

• It has places for students to draw a rough sketch of their design.
• Take their body measurements
• List the pattern size they will need
• List pattern choices they would like to use to create their design
• Area for fabric swatches and other details to the design

Case Study Resolutions Activity: Supporting Patients' New Year Health Goals

Help your students practice critical thinking and problem-solving skills with this engaging Care Plan Development activity, focused on supporting patients' New Year health goals. Perfect for high school health science or nursing students, this product includes detailed case studies, student worksheets, and a comprehensive lesson plan to guide students through developing patient-centered care plans.

Product Includes:

• 1 Example Case Study, 3 Case Studies for Student practice: Real-life inspired scenarios involving patients with different health goals (e.g., quitting smoking, losing weight, improving sleep, managing stress).
• Student Worksheet: Guides students through developing personalized care plans based on the selected case study.
• Teacher Instructions: Step-by-step guide on how to implement the activity in the classroom.
• Lesson Plan: Ready-to-use plan with objectives, activities, and assessment methods.

Learning Objectives:

• Identify patient needs and barriers to achieving health goals.
• Develop practical and patient-centered care plans.
• Reflect on the importance of personalized healthcare solutions.

Why You’ll Love It:

• Real-World Relevance: Students will understand how healthcare professionals develop care plans based on individual needs and barriers.
• Engagement: Encourages students to think critically about patient care and make decisions as future healthcare providers.
• Time-Saving: Everything you need for a successful class activity, including worksheets, teacher instructions, and a lesson plan.

This activity promotes teamwork, communication, and decision-making skills, while helping students apply theoretical knowledge in a practical, hands-on way. It's a great way to start the year by setting health-related goals for patients and developing tailored solutions.

Perfect for nursing, health science, or healthcare-related classrooms!

Check out these products:

Anatomy of a New Year Goal Setting Activity Health Science Biology Anatomy HS

Cranial Nerve Printable Case Study / Anatomy / Nursing / Health Science

Follow me for more engaging lessons!
Scrub Squad

Career Readiness Skills | Customer Service Writing and Discussion Questions

ABOUT THIS RESOURCE

★ Topic – Career Readiness | Customer Service

★ 99 pages

★ Print and Digital (PDF and Google Slides)

★ Features 64 Customer Service Writing/Discussion Questions

★ Questions come in three variations: Task Cards, Worksheets, and Digital/Google Slides

★ Suitable for Middle and High School Students

★ Google Slides Link

This resource includes:
★ 64 BLUE Question Task Cards (64 Questions)

★ 64 B&W Question Task Cards (64 Questions)

★ 64 Writing/Discussion Question Worksheets (Same questions in the Task Cards)
★ List of Questions (3 full pages / Easy Access for Teachers)
★ Google Slide Link

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As students prepare to obtain jobs during the summer or after high school, they need to understand that they will deal with customers of all kinds and must prepare for it. Dealing with all kinds of emotional, demanding, and difficult customers is part of the job. When interacting with customers, it is essential to have excellent customer service skills. The more skills they master and the more strategies they have to effectively communicate with customers and diffuse potential conflicts, the better prepared they’ll be for future employment.

This resource includes a total of 64 Writing/Discussion Questions related to customers and customer service. It encourages students to think about the overarching concepts of customer service. This resource can help students explore qualities required for exceptional customer service in any workplace, determine how to appropriately and professionally deal with difficult customers, and test their knowledge about how to handle everyday work challenges.

The questions can be used for the following:

⭐ to measure what students know and do not know about customer service.

⭐ to introduce students to the concept of customer service.

⭐ to determine what customer service concepts students need to learn or explore further.

⭐ to help students reflect about what they’ve learned about customers service.

⭐ to assess students’ comprehension.

✅ You can ask students to answer the questions in their class journal, in groups (or with their partners), or as part of a class discussion.

✅ This resource makes a great addition to any class or course that needs to cover customer service because the context is based on experiences your students will face in their everyday lives.

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RESOURCE ITEMS:

▶️ QUESTION TASK CARDS (COLOR and B&W)

✅ This resource includes 64 Customer Service Writing/Discussion Question Task Cards  (both Colored and B&W). You can use the questions/prompts as discussion topics or writing prompts – or BOTH! It’s a great way to spark some interesting conversations about mindsets and thinking habits/patterns related to customer service.

✅ You can use the B&W Task Cards to print out on ANY color paper!

✅ These Task Cards can be used as part of a larger lesson, in guided small groups, whole-class discussions, partner discussion before sharing out with the larger group or class, or even one-on-one with a teacher, guidance counselor, or parent/guardian!

✅ These Task Cards contain the same questions in the Worksheets.

✅ You can print the Task Cards out on gloss paper or regular paper and laminate. You may also organize them in a binder ring.

▶️ Writing/Discussion WORKSHEETS (Print and Digital)

✅ This resource also includes 64 Customer Service Writing/Discussion WORKSHEETS with lines and a question, so students can write their responses. Students can answer the questions either on paper, or on Google Slides!

✅ These worksheets contain the same questions in the Task Cards.

✅ The worksheets are also included in Google Slides! Text boxes have already been created to make it easier for you and your students! Each slide includes two instruction solution tabs for when students accidentally delete text boxes and when they want to zoom in (to enlarge worksheets). It's super helpful for students who are not that familiar with how to use Google Slides or need the extra assistance.

▶️ List of Questions (Easy Access for Teachers – 3 pages)

Also included is a 3-page complete LIST OF QUESTIONS to allow easier access for teachers to read and select questions to work with. These are the same questions listed in the Task Cards and Worksheets.

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❌ Lesson plans are not included. This resource can be used in addition to your own lesson plans and in such a way that best meets the needs of your students.

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This resource is also included in the following discounted bundle:

• Customer Service/Career Readiness Mega Bundle
• SEL Mega Bundle

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Other CUSTOMER SERVICE resources you might be interested in:

• Customer Service/Career Readiness Mega Bundle
• Customer Service Lesson and PowerPoint Packet
• Customer Service Activity Worksheets and Answer Keys
• Customer Service Scenario Task Cards and Worksheets
• Customer Service / Job Interview Questions Task Cards and Worksheets

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Created by © Queen's Educational Resources / All Rights Reserved

Your purchase includes one copy to be used in a single classroom. If you are looking for multiple copies, please be sure to purchase additional licenses.

*******************************

Click here to FOLLOW ME!

Please feel free to email me if you have any questions!

queenseducationalresources@gmail.com

*******************************

Interested in REAL-LIFE SCENARIOS?

Checkout my REAL-LIFE SCENARIOS LIBRARY!

*******************************

Interested in realistic kids, teens, and adults clipart? Check out my CLIPART GALLERY!

*******************************

DID YOU KNOW that you can earn money for future TeachShare purchases when you leave feedback on a resource you purchased?!?!? All you have to do is leave feedback on the purchased resource! When you do so, you earn TPT credits. These TPT credits can be redeemed and used toward future purchases!

❤️ Reviews and Ratings: Reviews and Ratings are extremely important to me. Your time to rate this product and write a review will greatly be appreciated! ;-)

*******************************

LET'S CONNECT:

• CLICK HERE to SUBSCRIBE to My Email List!
• My Website
• Queen's Clipart Gallery
• Facebook
• Pinterest
• Instagram

Empower your students to navigate the complex world of workplace ethics with this comprehensive bundle of 10 engaging reading comprehension worksheets!

Here's what your students will explore:

• Real-life dilemmas: From whistleblowing and social media boundaries to plagiarism, dress codes, and internships, these scenarios resonate with teens.
• Multiple perspectives: Case studies, discussion prompts, and role-playing activities encourage critical thinking and empathy.
• Ethical decision-making frameworks: Students learn frameworks for analyzing challenges and making responsible choices.
• Differentiated instruction: Varied question formats (multiple choice, short answer) cater to diverse learning styles.
• Easy-to-use answer key: Save time and ensure accuracy with a clear and concise answer key.

This bundle aligns perfectly with Common Core Standards in:

• Reading Comprehension: Analyze a variety of texts (case studies, scenarios) and draw inferences from the text.
• Critical Thinking & Problem Solving: Evaluate evidence, consider multiple perspectives, and make informed decisions.
• Ethics & Social Responsibility: Identify ethical dilemmas, understand societal expectations, and advocate for responsible choices.

Worksheet 1: Should you Report Your Boss? Unpacking Workplace Whistleblowing:

• Analyze the ethical dilemma of whistleblowing through real-life scenarios.
• Evaluate the potential risks and rewards of reporting ethical misconduct.
• Identify legal considerations and resources available to whistleblowers.
• Develop a decision-making framework for navigating ethically challenging situations.

Worksheet 2: Friend Request from the CEO: Navigating Social Media Boundaries at Work:

• Define professional online boundaries and understand their importance in the workplace.
• Analyze the complexities of connecting with colleagues and superiors on social media.
• Develop strategies for maintaining privacy and protecting one's professional reputation online.
• Identify and discuss ethical considerations regarding content sharing and online interactions.

Worksheet 3: Plagiarism or Pressure? Choosing Integrity in Academic Teamwork:

• Recognize plagiarism in various academic contexts, including paraphrasing and collaboration.
• Understand the importance of ethical collaboration and responsible teamwork.
• Develop strategies for avoiding plagiarism and citing sources accurately.
• Discuss the consequences of academic misconduct and advocate for academic integrity.

Worksheet 4: Dress Code Conundrum: Balancing Expression with Professionalism:

• Evaluate the purpose and rationale behind workplace dress codes.
• Analyze diverse perspectives on expressing individuality while adhering to professional norms.
• Develop critical thinking skills to navigate dress code policies in different environments.
• Practice respectful communication and problem-solving when facing dress code challenges.

Worksheet 5: Internships & Ethics: When Free Labor Gets Murky:

• Identify potential ethical issues within internships, such as unpaid work and exploitation.
• Understand the rights and responsibilities of interns in various settings.
• Develop skills for advocating for oneself and negotiating fair internship opportunities.
• Recognize red flags and report unethical practices encountered during internships.

Worksheet 6: Social Media Storm: Handling Online Harassment at Work:

• Define online harassment and identify its different forms in the workplace.
• Understand the legal implications of online harassment and available resources.
• Develop strategies for protecting oneself from online harassment and reporting abuse.
• Practice professional communication and conflict resolution skills in response to online harassment.

Worksheet 7: Green or Greedy? Sustainable Choices in the Workplace:

• Analyze the ethical implications of environmental decisions made in the workplace.
• Identify opportunities for promoting sustainability and advocating for eco-friendly practices.
• Understand the impact of individual choices on the environment and develop responsible habits.
• Develop critical thinking skills to evaluate the ethical aspects of corporate environmental policies.

Worksheet 8: Conflicting Loyalties: When Personal & Professional Clash:

• Identify challenges of balancing personal beliefs with professional responsibilities.
• Analyze real-life examples of ethical conflicts in the workplace from diverse perspectives.
• Develop frameworks for making informed decisions when personal values clash with professional demands.
• Practice respectful communication and compromise when navigating ethical dilemmas.

Worksheet 9: Digital Dilemmas: Balancing Screen Time & Professional Presence:

• Analyze the challenges of maintaining a healthy work-life balance with constant digital communication.
• Evaluate the impact of technology on productivity and professional image.
• Develop strategies for responsible social media use, managing notifications, and setting boundaries.
• Discuss ethical considerations around technology use in the workplace and advocate for healthy digital habits.

Worksheet 10: From Intern to Influencer: Ethical Marketing in the Digital Age:

• Identify ethical considerations of influencer marketing and the potential for misleading practices.

• Understand the responsibility of influencers to promote products ethically and responsibly.

• Develop critical thinking skills to evaluate the content of influencer marketing campaigns.

• Advocate for transparency and responsible behavior in the influencer marketing industry.

Don't miss out on this valuable resource for teaching your students valuable life skills! Grab this bundle today and equip them to thrive in the ethical landscape of the modern workplace.

Related product you may be interested in!

• Ethical Choices at Work: High School Career Readiness Decision Making Activities: Engage students with this workbook featuring 10 detailed case studies that challenge them to think critically and make ethical decisions in real-world scenarios, from business to personal dilemmas.
• Student-Led Action: 10 Reading Comprehensions that focus on how students can have an impact on 
• Student Rights: 10 Reading Comprehensions helping students/minors and young adults understand their rights

These AVID career research questions and one-pager worksheets with a website list are sure to Engage your students in independent or partner research about careers of their choice! It consists of 14 career-based research questions that encourage students to delve into the background of the career they are interested in learning about, a one-pager to apply their learning, and a list of appropriate websites they can use for their research! Great for sub plans!

✨AVID Growing Bundle✨

✨College and Career Research Bundle✨

What's Included:

• 14 Career Research Questions
• One pager with prompts to apply their learning
• Website list to guide students in their research

Benefits:

• Engages AVID students in meaningful career research
• Helps students develop critical thinking and research skills
• Can be used as part of a career research project or throughout the year
• Perfect for sub plans or independent work

More Research Resources:

Turkey in Disguise Career Research Project

Reindeer in Disguise College Research Project

AVID Resources

Writing Resources

*Note all products may be used in virtual systems like Outschool without the purchase of extra licenses

Engage your students with this fun, interactive holiday-themed activity! In The Grinch’s Hospital Adventure, students follow the Grinch as he visits various hospital departments, trying to find his way out. At each stop, students guess the department based on clues and complete thought-provoking questions to deepen their understanding of healthcare roles. This activity is perfect for high school health science classes to review or introduce hospital departments, teamwork in healthcare, and critical thinking skills.

Includes:

• A detailed story featuring the Grinch.
• Clues for 12 hospital departments (e.g., Radiology, Surgery, Pediatrics).
• Questions for students to answer about each area.
• An answer key for easy grading or self-assessment.

Great for individual work, group activities, or a fun class discussion!

Check out my other Holiday Activities!

Holiday Diabetes Lesson Medical Math Dosing Health Science / Nursing / Biology

Holiday First Aid Safety Brochure 2 day lesson Health Science / Nursing / CNA

My Store:

SCRUB SQUAD

Customer Service Scenarios | Career Readiness Scenarios | Customer Scenarios

ABOUT THIS RESOURCE

★ Topic - Career Readiness / Customer Service

★ 149 pages

★ Print and Digital (PDF and Google Slides)

★ Features 48 Customer Service SCENARIOS

★ Scenarios come in three variations: Task Cards, Worksheets, and Digital/Google Slides

★ Suitable for Middle and High School Students

★ Real-Life Scenarios!

★ Includes 2 Google Slide Links

This resource includes:

★ 48 BROWN/COLORED Task Cards (48 Scenarios)

→ 48 BROWN Task Cards with Questions

→ 48 BROWN Task Cards without Questions

★ 48 B&W Task Cards (48 Scenarios)

→ 48 B&W Task Cards WITH Questions

→ 48 B&W Task Cards WITHOUT Questions

★ 48 Scenario Worksheets with Questions (Same scenarios in the Task Cards)

★ 48 Scenario Worksheets without Questions (Space has been created for you to generate your OWN questions)

★ List of Scenarios (5 pages / Easy access for teachers)

★ 2 Google Slide Links

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This resource is also included in Google Slides! Text boxes have already been created to make it easier for you and your students! Each slide includes two instruction solution tabs to assist students who accidentally delete text boxes and/or when they want to zoom in (to enlarge worksheets). It's super helpful for students who are not that familiar with how to use Google Slides or need the extra assistance.

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As students prepare to obtain jobs during the summer or after high school, they need to understand that they will deal with customers of all kinds and must prepare for it. Dealing with angry or difficult customers is part of the job. When interacting with customers, it is essential to have excellent customer service skills. The more skills they master and the more strategies they have to effectively communicate with customers and diffuse potential conflicts, the better prepared they’ll be for future employment.

Customer service scenarios are difficult situations that could include upset, angry, and disappointed customers that students are likely to encounter in the workplace. Students may encounter these typical situations while working, or even be quizzed on how they would handle them while interviewing for a job! Learning about possible customer service scenarios is a great way to prepare students for any future customer issues. These customer service scenarios give students a hands-on approach to experiencing and practicing “real-life” examples of good and poor customer service while honing their customer service and conflict management skills. It is important to prepare your students (or any “employee-to-be”) for as many different situations as possible.

These scenarios offers opportunities for you to:

► bridge knowledge gaps and/or point students in the right direction based on their responses to the scenarios.

► test your students’ knowledge about the qualities required for exceptional customer service in any workplace.

► have students practice how to effectively resolve conflicts and diffuse difficult customer situations.

► determine how students would approach typical situations in the workplace.

► train your students how to handle potential situations, provide great customer service, de- escalate conflicts, and practice effective communication.

❤️ Role-Playing ❤️

Students can discuss or role-play common customer service scenarios and present worst/best case scenarios to the class. One student can act as the customer and the other can act as the employee handling the situation. Teacher and student observers can provide feedback and other possible scenario solutions. These highly relatable scenarios provide opportunities for students to demonstrate customer-service skills.

❤️ Customer Service Scenario IDEAS ❤️

✸ After reading scenarios, you can hold a class discussion about the variety of strategies students can use to deal with difficult customers and deliver great customer service. Additionally, the scenarios can be used to discuss appropriate vs. inappropriate responses, actions, behaviors, and attitudes when handling customers in these situations.

✸ Student observers can identify effective customer service strategies being used in the role plays as well as offer constructive criticism about how students performed in their roles as customer service agents. They can offer other possible scenario solutions.

✸ One student role-plays as a customer and the other as a service representative. They can act out how each side might handle the given scenario, and once the issue is resolved, they switch roles. This will help them understand each side of the situation.

✨ This resource makes a great addition to any class or course that needs to cover customer service because the context is based on experiences your students will face in their everyday lives. We can all agree that honing customer service skills and conflict management skills takes time and practice, practice, practice! These fun real-life exercises can help sharpen your students’ customer service skills and ultimately make them more confident in the workplace!

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RESOURCE ITEMS:

▶️ SCENARIO TASK CARDS (BROWN and B&W)

This resource includes 48 Customer Service Scenario Task Cards  (both BROWN and B&W). The Task Cards include highly relevant scenarios that students can relate to followed by questions related to how they would effectively deal with the challenges (and difficult customers) presented in the scenarios.

These Task Cards include 4 variations:

✔ 48 Brown Task Cards WITH Questions

✔ 48 Brown Task Cards WITHOUT Questions

✔ 48 B&W Task Cards WITH Questions

✔ 48 B&W Task Cards WITHOUT Questions

✅ You can use the B&W Task Cards to print out on ANY color paper!

✅ These Task Cards can be used as part of a larger lesson, in guided small groups, whole-class discussions, partner discussion before sharing out with the larger group or class, or even one-on-one with a teacher, guidance counselor, or parent/guardian!

✅ These Task Cards contain the same scenarios in the Scenario Worksheets.

✅ You can print the Task Cards out on gloss paper or regular paper and laminate. You may also organize them in a binder ring.

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▶️ TWO SETS OF SCENARIO WORKSHEETS (Print and Digital - YAY!)

This resource also includes 48 Customer Service Scenario WORKSHEETS with lines and a question(s), so students can write their responses. Students can answer the questions about the scenarios either on paper or on Google Slides! These worksheets contain the same scenarios in the Task Cards.

The worksheets come in TWO Variations:

► Worksheet Variation #1: This set of 48 worksheets include a question for students to answer after reading and reflecting about the scenarios.

► Worksheet Variation #2: This set of 48 worksheets does NOT include a question after the scenarios. A space has been provided for you to generate your OWN question(s)!

► BOTH sets of Worksheets have been included on Google Slides with text boxes already created to make it easier for you and your students. For the Worksheet set in which you generate your own question, you may type in a question before sharing documents with your students! If you want to use the "Print/PDF" version that does not include the question, all you have to do is generate a question that you can have students copy down, or that you write yourself in the space provided, before making copies and distributing to students! Super easy and accessible!

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▶️ GOOGLE SLIDES

This packet includes two DIGITAL Worksheet versions!

✥ Worksheet Variation #1 - Scenarios with Question

✥ Worksheet Variation #2 - Scenarios without Question (You generate your OWN!)

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▶️ List of Scenarios (Easy Access for Teachers – 5 pages)

Also included is a 5-page complete LIST OF SCENARIOS to allow easier access for teachers to read and select scenarios to work with. These are the same scenarios listed in the Task Cards and Worksheets.

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❌ Lesson plans are not included. These scenarios can be used in addition to your own lesson plans and in such a way that best meets the needs of your students.

*********************************

Other CUSTOMER SERVICE resources you might be interested in:

• Customer Service/Career Readiness Mega Bundle
• Customer Service Lesson and PowerPoint Packet
• Customer Service Activity Worksheets and Answer Keys
• Customer Service Writing/Discussion Questions
• Job Interview Questions Task Cards and Worksheets

*******************************

Created by © Queen's Educational Resources / All Rights Reserved

Your purchase includes one copy to be used in a single classroom. If you are looking for multiple copies, please be sure to purchase additional licenses.

*******************************

Click here to FOLLOW ME!

Please feel free to email me if you have any questions!

queenseducationalresources@gmail.com

*******************************

Interested in REAL-LIFE SCENARIOS?

Checkout my REAL-LIFE SCENARIOS LIBRARY!

*******************************

Interested in realistic kids, teens, and adults clipart? Check out my CLIPART GALLERY!

*******************************

DID YOU KNOW that you can earn money for future TeachShare purchases when you leave feedback on a resource you purchased?!?!? All you have to do is leave feedback on the purchased resource! When you do so, you earn TPT credits. These TPT credits can be redeemed and used toward future purchases!

❤️ Reviews and Ratings: Reviews and Ratings are extremely important to me. Your time to rate this product and write a review will greatly be appreciated! ;-)

*******************************

LET'S CONNECT:

• CLICK HERE to SUBSCRIBE to My Email List!
• My Website
• Queen's Clipart Gallery
• Facebook
• Pinterest
• Instagram

Navigate the Teen Workplace: Ethics, Drama, & Success (10 Engaging Activities)

Empower teens to thrive in their first jobs! This comprehensive reading comprehension pack tackles key workplace challenges for teenagers:

• Make ethical choices: Explore real-life scenarios and develop critical thinking skills to navigate tough moral dilemmas with integrity.
• Navigate drama: Learn essential communication and conflict resolution strategies to handle workplace drama like a pro.
• Understand legal rights: Stay informed and protected with essential knowledge about teen labor laws, minimum wage, and safety regulations.
• Build successful relationships: Foster positive connections with colleagues, collaborate effectively, and create a thriving work environment.
• Ace your first job: Discover key strategies to impress, develop valuable skills, and leave a lasting positive impact.

10 Engaging Activities:

1. Teen Drama at Work? Navigate it Like a Boss! (Key Strategies)
2. The Ethical Edge: Real-Life Choices for Teen Workers (Scenarios)
3. Legal Landmines: What Every Teen Must Know (Stay Protected!)
4. From Gossip to Growth: Turn Rumors into Positive Action
5. Balancing Act: Juggling School & Work Like a Pro (Time Management Hacks)
6. Standing Up for Yourself: Handle Difficult Bosses or Coworkers with Confidence
7. The Power of "No": Say No to Unethical Requests (Without Burning Bridges)
8. Making a Positive Impact at Your First Job (Internship Success Hacks)
9. Social Media Savvy: Maintain a Professional Online Presence
10. From Drama to Teamwork: Build Strong Workplace Relationships

Plus:

• Multiple assessment formats: True/False, Multiple Choice, Fill-in-the-Blank, and Short Answer questions.
• Answer Key: Saves you time and facilitates easy grading.
• Case Studies: Adds authenticity and depth to the learning experience.

Ready to unlock your students' critical thinking potential and prepare them for workplace success? Explore my store for a treasure trove of reading comprehensions that tackle diverse themes and inspire insightful discussions. From historical mysteries to scientific explorations, there's something for ever classroom!

Support a fellow educator and get rewarded! Purchase this resource, leave a review, and earn TeachShare credits you can use on any product on the platform. Your feedback helps others and benefits you too!

Related product you may be interested in!

Ethical Workplace Decisions Bundle

• Empower students to navigate difficult ethical decisions they may encounter with 10 engaging reading comprehensions. Purchase today.

Student Rights:

• Empower students to navigate real-world situations! 10 clear, engaging reads on rights & responsibilities. Get yours now!

Student Led Action:

• Make your students' voices heard! 10 inspiring readings of student-led action on current issues. Ignite change today!

AVID Contract Review and Behavior Mistake packet: Empower your AVID students with better decision-making skills through this Social Emotional and behavior mistake packet! This packet helps students reflect on their mistakes and what it truly means to be an AVID leader.

⭐AVID BUNDLE!⭐

7 Pages Included

• AVID Contract Review: students read the roles and responsibilities that are outlined in the contract they signed at the beginning of the year

• AVID Contract Review Questions: students answer 4 open-ended questions based on the AVID contract

• Write it Out: students circle how they are feeling and respond to the statements, "I'm feeling... because... Next time I can..."

• Behavior Grows & Glows: students share 2 things they are doing well in AVID and one thing they can work on

• Behavior Ratings: students rate 7 different behaviors as excellent, average, or could improve

• Leadership Legacy: students respond to questions about what it means to be a leader and share about a leader that inspires them

• AVID Thinking Map: students fill out a bubble map with skills, roles, and responsibilities in response to the statement "AVID students..."

AVID Resources

"Spot the Danger: ABCDE Mole Check Activity with Tortillas"
Description:
Engage your students with this fun, hands-on activity that combines health education and creativity! In this lesson, students will use flour tortillas with burn marks to simulate moles and learn the ABCDE rule for identifying potentially dangerous skin moles. Perfect for high school health or science classes, this activity emphasizes the importance of early detection in preventing skin cancer.
What’s Included:

• Teacher Instructions: Step-by-step guide to setting up and facilitating the activity.
• Student Worksheet: Includes an observation chart for analyzing the “moles” and reflection questions to reinforce learning.
• ABC’s of Moles Reference: A simple explanation of the ABCDE rule (Asymmetry, Border, Color, Diameter, Evolving) for students to use during the activity.

What Students Will Do:

• Analyze the “moles” (burn marks) on their tortillas using the ABCDE criteria.
• Record their observations on the worksheet.
• Participate in a class discussion about their findings and the importance of protecting skin health.
• Reflect on how this knowledge applies to real-life mole checks and skin cancer prevention.

Why You’ll Love It:

• Engaging and Interactive: Students love the unique use of tortillas to simulate real-world scenarios.
• Memorable Learning: A creative way to teach life-saving skills that students can apply outside the classroom.
• Complete and Ready-to-Use: Includes everything you need to teach the activity effectively.

Perfect For:

• High School Health Science or Science Classes
• Cancer Awareness Lessons
• Skin Health and UV Safety Education

Standards Alignment:
This activity aligns with health education standards related to disease prevention, personal health, and understanding risk factors for cancer.
Make health education meaningful and interactive with this one-of-a-kind activity! Add "Spot the Danger: ABCDE Mole Check Activity" to your cart today!

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