Remote Support Situations

B1 · Intermediate1 hr 7 minIT & TechnologyLesson 5 of 8 · Outline

Aims

Goal: fix a problem on a screen you cannot see — using exact words, reference points and check questions instead of your eyes.

The lesson, stage by stage

  1. Warm up5 min

    Warm-up: The screen you can't see

    2 warm-up questions

  1. Reading10 min

    Reading: Supporting Users Remotely

    Read a 136-word text about Supporting Users Remotely

  2. Vocabulary8 min

    Vocabulary: Remote Support Terms

    6 items

  3. Reading10 min

    Reading: A model remote session — blind, then shared

    Read a 280-word text about A model remote session — blind, then shared

  4. Practice7 min

    Practice: Support Situations

    Gap-fill exercise, 5 items

  5. Practice7 min

    Practice: Match Phrases to Situations

    Matching exercise, 5 items

  6. Dialogue10 min

    Dialogue: Complex Support Case

    Role-play: A user has a problem you can't solve immediately (8 lines)

  7. Discussion10 min

    Discussion: Your mission: support without eyes

    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.

screen sharingremote accessticketescalateresolutionworkaround

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