Escalation & Handover

B1 · Intermediate1 hr 7 minIT & TechnologyLesson 6 of 8 · Outline

Aims

Goal: escalate an issue so smoothly that the user never repeats themselves and never feels abandoned — including a handover note the next engineer can act on immediately.

The lesson, stage by stage

  1. Warm up5 min

    Warm-up: Passing it on without dropping it

    2 warm-up questions

  1. Reading10 min

    Reading: When and How to Escalate

    Read a 225-word text about When and How to Escalate

  2. Vocabulary8 min

    Vocabulary: Escalation Vocabulary

    7 items

  3. Reading10 min

    Reading: A model escalation — what you say, and what you write

    Read a 279-word text about A model escalation — what you say, and what you write

  4. Practice7 min

    Practice: Escalation Language

    Gap-fill exercise, 5 items

  5. Practice7 min

    Practice: Match Escalation Phrases to Their Purpose

    Matching exercise, 5 items

  6. Dialogue10 min

    Dialogue: Escalating a Network Issue

    Role-play: You've been troubleshooting a network issue for 20 minutes. You've run out of ideas at your level and need to escalate to the networking team. The user is anxious because they have a client meeting in an hour. (8 lines)

  7. Discussion10 min

    Discussion: Your mission: the smooth handover

    3 discussion questions

Open the full lesson

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Target vocabulary

In a Tuton account these words become your student's vocabulary deck, so they come back in practice between lessons.

escalatehandovertierspecialistqueueacknowledgeupdate

This plan comes from the Tech Support & Troubleshooting course in the Tuton library. Browse all free lesson plans.