11th Grade Career and Technical Education Resources

Leadership Activities | Leadership Worksheets | Leadership Scenarios Bundle

About This Resource

✥ Topic - Leadership

✥ Activities, PowerPoint, Scenarios, Questions

✥ Includes 5 Products

✥ 328 pages

✥ Suitable for Middle and High School Students

✥ Print and Digital (PDF and Google Slides)

✥ Career Readiness and SEL-related topics!

This Leadership BUNDLE includes the following 5 products:

▶️ Leadership PowerPoint and Activity Packet

▶️ Leadership Activities

▶️ Leadership in Action Worksheets | Task Cards

▶️ Leadership Scenarios

▶️ Leadership Questions

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

❗ CLICK on individual resource items to read FULL product descriptions! ❗

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

Items in this Print and Digital BUNDLE:

▶️ Leadership POWERPOINT and Activity Packet

**★ **Intro to Leadership POWERPOINT (Uneditable | Unique Fonts | 27 slides)

**★ **Intro to Leadership POWERPOINT (EDITABLE Writing Sections | 27 slides)

**★ **24 Worksheets (PowerPoint slides turned into Activity Worksheet Forms!)

**★ **3 Google Slides Link

▶️ Leadership Activities

**★ **25+ Activity Worksheets

**★ **2 Student-Led Interactive Leadership Activities

********** Includes all supplemental worksheets
**★ **Additional Worksheets for Interactive Activities

**★ **Detailed Sample Responses

**★ **Google Slide Links

▶️ Leadership in Action Worksheets | Task Cards

**★ 10 **Leadership in Action Worksheets

**★ 10 **Leadership in Action Task Cards (Color | BW)

**★ Detailed **Sample Responses

**★ **Google Slide link

▶️ Leadership Scenarios

**★ **24 Leadership Scenario Task Cards in FOUR variations

► 24 Colored Task Cards with Questions

► 24 Colored Task Cards without Questions

► 24 B&W Task Cards with Questions

► 24 B&W Task Cards without Questions

**★ **24 Leadership Scenario Worksheets (Same scenarios in Task Cards)

**★ **List of 24 Leadership Scenarios (Easy access for teachers)

**★ **Google Slide Link

▶️ Leadership Questions

**★ **60 Leadership Writing | Discussion Question Task Cards

► 60 Colored Task Cards 

► 60 B&W Task Cards 

**★ **60 Leadership Writing Discussion Prompt Worksheets (Same prompts in Task Cards)

**★ **List of 60 Leadership Scenarios – 3.5 pages (Easy access for teachers)

**★ **Google Slide Link

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

In today’s competitive world, leadership skills are essential for success in both school and the workplace. This comprehensive bundle offers a variety of engaging activities, writing prompts, and scenarios designed to help students explore what it means to be a leader in everyday situations—not just in the office!

These highly relevant and practical activities give students the chance to develop and enhance their leadership abilities by practicing key skills in realistic scenarios they encounter daily or may face in the near future.

Key Features:

▶ Explore diverse aspects of leadership, including teamwork, responsibility, communication, and problem-solving.

▶ Practice leadership skills in relatable, real-world situations.

▶ Improve existing skills or build a strong foundation for future leadership roles.

This bundle is perfect for middle and high school students looking to grow into confident, capable leaders.

This bundle covers a wide range of leadership topics, including:

PowerPoint Presentation Topics

**⭐ **What is Leadership?

⭐ Leadership Quotes

⭐ Who is a Leader?

⭐ Qualities of a Good Leader

⭐ Leadership Skills

⭐ What Everyday Leadership Looks Like

⭐ Why Leadership is Important

⭐ Leadership Skills Needed for Workplace Success

⭐ Effective Communication

⭐ Problem Solving

⭐ Delegating Responsibilities

⭐ Critical Thinking

⭐ People Management

⭐ Judgement and Decision-Making

⭐ Collaboration

⭐ Responsibility

⭐ Negotiation

⭐ Leader vs. Boss

⭐ How to Develop Your Leadership Skills

⭐ Benefits of Leadership

⭐ Lack of Leadership

⭐ Final Thoughts

The Activity Worksheets focus on the following leadership-related topics:

**⭐ **Leadership Anticipation Guide (2 variations)
⭐ Leadership Self-Assessment

⭐ Leadership Self-Reflection: Understanding Your Strengths and Areas for Growth

⭐ Reflecting on Leadership Qualities
⭐ Organizing a Fundraising Event
⭐ Assigning Group Roles to Team Members (Delegation)
⭐ Leadership Self-Reflection
⭐ Leader or Follower?
⭐ Conflict Resolution – Getting Inside a Person’s Head (Perspective-Taking)
⭐ Emotional Control
⭐ Leadership Quote Analysis and Connection
⭐ Difference Between Effective and Ineffective Leadership
⭐ Results of Good and Bad Leadership
⭐ Leadership Responses (to challenging situations)
⭐ Delivering Constructive (Negative) Feedback
⭐ Effective Delegation
⭐ Effective Leadership Questions (Asking the "Right" Questions)
⭐ Non-verbal Communication
⭐ Leadership Behaviors and Attitudes (Passage)
⭐ Full Text Message Conversation
⭐ Text Message – How Would You Respond?
⭐ Responding to Negative Comments on Social Media
⭐ Qualities of a Successful Leader
⭐ Leadership Scenario
⭐ End of Lesson Leadership Reflection

The leadership scenario topics included in the Leadership in Action Packet:

✔️ Navigating Group Project Challenges

✔️ Tackling Team Challenges in Community Service

✔️ Navigating Friendship Dynamics

✔️ Leading Your Basketball Team

✔️ Planning a School Dance

✔️ Organizing a Charity Bake Sale

✔️ Managing a Group Study Session

✔️ Organizing a School Talent Show

✔️ Balancing Chores and Family Responsibilities

✔️ Resolving Conflict Over Shared Spaces at Home

Scenario Topics

**★ **Conflict Resolution

★ Delivering and Receiving Constructive Feedback

★ Effective Communication

★ Delegating Responsibilities

★ Filtering Your Thoughts

★ Dealing with Difficult People

Writing/Discussion Question Topics

**♥ **Qualities and Characteristics of an Effective Leader

♥ Communication

♥ Motivation

♥ Conflict Resolution

♥ Opposing Viewpoints

♥ Delivering and Receiving Constructive Feedback

♥ Delegation

♥ Dealing with Setbacks and Challenges

♥ Personal Growth

♥ Influence

♥ Decision-Making

♥ Self-Reflections

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

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.

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

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

queenseducationalresources@gmail.com

Spanish Short Readings

Lower Levels

and Higher Level

Bundle

Purchase this bundle and save more than 65%!

Please Note that many of the short stories are my original stories as I am a Children's book writer :)

⭐No-Prep Needed

⭐Substitute Friendly

Want to be the first to know about the latest resources and special promotions? Follow me on TeachShare HERE! Terms of Use THESPANGLISHMOM™️. By purchasing and/or downloading this electronic file, you agree to the following terms. For personal use/single classroom use only. No part of this document may be distributed, posted on the internet, copied, edited, or resold. ALL contents of this document are under copyright protection including all content, text, fonts, and graphics, Thank you for respecting my hard word as well as the hard work of the artists whose work helped create this product. FOLLOW MY STORE so that you can receive notifications of new products (up to 50% OFF) and sale. To purchase additional licenses select to purchased additional licenses at checkout or go to “my purchases”, select the item, and click “buy additional licenses”. Did you know there are TeachShare School Accounts? Tell your administrator and ask if your school will purchase this for your classroom.

Thank you, Ariana Perez-Urbina

©TheSpanglishMom

Social Emotional Learning Resources

SEL BUNDLE OF BUNDLES

• 160 resources - and still GROWING!
• ALL SEL products
• Approximately 12,950+ pages
• PRINT and DIGITAL versions
• Suitable for Middle School and High School Students
• CONSTANTLY Growing!!!

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

This GROWING ALL Social Emotional Learning Mega Bundle includes:

A BUNDLE OF BUNDLES!

• 192 Social Skills Scenario Task Cards and 192 Worksheets Bundle
• Anger Management Bundle
• Anxiety Bundle
• Body Image Bundle
• Bullying Bundle
• Conflict Resolution Bundle
• COVID-19 Pandemic Packet
• Customer Service/Career Readiness Mega Bundle
• Embarrassing Moments Task Cards and Worksheets
• Emotional Check-In Bundle
• Empathy Bundle
• Financial Literacy | Financial Responsibility Bundle
• Friendship Task Cards and Worksheets Bundle
• Growth Mindset Bundle
• Internal Conflicts Reading Passage Packets
• Leadership Bundle
• Moral Dilemma Bundle
• Negotiation and Compromise Bundle
• Organizational Skills Bundle
• Peer Pressure Bundle
• Positive Affirmation Bundle
• Reframing Negative Thoughts Bundle
• Relationship Bundle
• Resilience Bundle
• SEL Activity Worksheets Mega Bundle
• Self-Awareness Bundle
• Self-Control Bundle
• Self-Care Bundle
• Self-Advocacy Bundle
• Sex Education Scenario Packet
• Social Awareness Bundle
• Social Boundaries and Personal Space Bundle
• Social Cues Bundle
• Social Media Drama Bundle
• Social Skills Bundle
• Stress Management for Teens Bundle
• TikTok Drama Bundle
• Time Management Bundle
• Toxic Behaviors Bundle
• and SO MANY other individual resources
• Answer Keys!

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

This Mega Bundle is a GROWING BUNDLE!

• EVERY SEL resource I create will be included in this bundle!!!

• This bundle is in alphabetical order to ensure that you can navigate with ease and find exactly what you need! :-)

• Purchasing at the current list price provides access to all future resources and bundles at no additional cost. List price will continue to change as new resources and bundles are added, but it will not affect your original purchase price!!!

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

Click on individual resources for complete descriptions!

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

This amazing SEL MEGA BUNDLE includes a variety of bundled resources (both print and digital) intended to help students understand and manage their emotions, set and achieve positive goals, feel and show empathy for others, establish and maintain positive relationships, make responsible decisions, navigate difficult situations, and be a better version

of themselves.

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

Please make sure you are following me, so you can be notified when more resources are added to this bundle! :-)

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

Created by © Queen's Educational Resources

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 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:

• Queen's Clipart Gallery
• Facebook
• Pinterest
• Instagram
• TeachShare
• My Website

Social Emotional Learning Activity Worksheets

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

This bundle is also included in the following discounted SEL MEGA BUNDLE!

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

About This SEL Activity Worksheets Mega Bundle

------ Social Emotional Learning

------ 28 SEL Activity Packets

------ Total of 758+ Activity Worksheets

------ Print and Digital

------ Suitable for Middle and High School Students

------ Detailed Answer Keys | Sample Responses included!

CLICK ON INDIVIDUAL RESOURCES FOR FULL PRODUCT DESCRIPTIONS.

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

PLEASE NOTE: THIS IS A GROWING BUNDLE! Purchasing at the current list price provides access to ALL future resources at no additional charge. List price will continue to change as new resources are added to this bundle, but it will not affect your original purchase price!!! New resources will constantly be added to this growing bundle! Please make sure you are following me, so you are notified when new resources are added! YAY!

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

This Social Emotional Learning BUNDLE includes 28 SEL Activity Packets:

❤️ 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

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

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 to support students who 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.

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

ABOUT THIS SEL ACTIVITY WORKSHEETS BUNDLE

• These SEL Activity Worksheets highlight real-life situations and scenarios to help students of all levels and abilities practice and build not only LIFE SKILLS, but the confidence and wisdom they need to interact with others effectively, forge positive relationships, negotiate conflicts, brainstorm coping skills, evaluate best solutions, communicate effectively, improve social skills and behavior, and most importantly, manage their emotions in difficult situations.

• This entire bundle includes PRINT and DIGITAL versions. Text boxes have already been added to make it easier for you and your students!

• The SEL Activity Worksheets can be used independently, in guided small groups, whole-class, or even one-on-one with a teacher, guidance counselor, or parent/guardian!

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

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:

• My Website
• Queen's Clipart Gallery
• Facebook
• Pinterest
• Instagram
• TeachShare

Career Readiness | Customer Service Skills Activities

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

CLICK ON PREVIEW BUTTON FOR A CLOSER LOOK!!

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

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.

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

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

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

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

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

Items included:

✠ Lesson and PowerPoint Packet

✠ Activity Worksheets

✠ Scenarios

✠ Writing/Discussion Questions

✠ Job Interview Questions

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

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)

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

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

★ 33 Customer Service Activity Worksheets

★ Detailed Answer Keys

★ Google Slides link

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

▶️ 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

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

▶️ 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

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

▶️ 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

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

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

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

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

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

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)

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

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

------ 33 Customer Service Activity Worksheets

------ ANSWER KEYS

------ Google Slides link

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

▶️ 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

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

▶️ 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

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

▶️ 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

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

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)

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

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

Introduction to Customer Service Lesson | Career Readiness Lesson and Activities

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

CLICK ON GREEN PREVIEW BUTTON FOR A CLOSER LOOK!!
*******************************

ABOUT THIS RESOURCE

★ Topic - Career Readiness / Customer Service

★ 208 pages (including PowerPoint Slides)

★ Print and Digital (PDF, PowerPoint, and Google Slides)

★ Career Readiness and Life Skills Resource

★ Suitable for Middle and High School Students

★ Includes 7 Google Slide Links (Everything is also included Digitally)

★ 2 Customer Service Video Links with Activities and KEYS

★ ANSWER KEYS included

★ NO Nonsense Pages

*******************************
This resource includes TWO FOLDERS:

▶️ 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)

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

This ENTIRE 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.

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

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 HUGE Customer Service Lesson and PowerPoint Packet is an INTRODUCTION to Customer Service.

This resource focuses on the following objectives:

✔ Students will examine and understand what customer service is, why it is important, and how it impacts consumers.

✔ Students will learn five essential customer service skills and practices that will help equip them to address customer needs and foster positive customer experiences.

✔ Students will explore behaviors and attitudes that illustrate poor customer service and great customer service.

✔ Students will learn and develop workplace readiness skills and understand key principles for engaging customers who are challenging while working in the workplace.

✔ Students will 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.

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

Resource Items and Descriptions

▶️ LESSON PLAN and Lesson Worksheets

★ Total of 45 pages

★ PDF and Editable Hard Copy Lesson

★ Includes Customer Service videos and links

★ Print and Digital (Text Boxes Already Created)

★ Answer Keys included

✅ This Lesson and PowerPoint Packet includes a DETAILED Lesson Plan (PDF and Editable version) that guides you step-by-step on how to introduce the concept of Customer Service.

✅ Activity worksheets and Answer Keys are included to support ALL sections of the lesson plan.

✅ To make this lesson plan SUPER ACCESSIBLE and easy to follow, I included a picture/image of the worksheet that you will use/distribute to students for that section of the lesson. This visual guidance is shown on the left side of the lesson plan! No need to “figure out” what worksheets to use – it explicitly SHOWS you which ones to use for each section of the lesson plan.

✅ Some activity worksheets have been differentiated!

✅ I also included an editable hardcopy lesson plan version so you can tailor it to meet the needs of your students.

Students will learn what Customer Service is and explore, review, understand, and practice 5 essential customer service skills and practices that will help equip them to address customer needs and foster positive experiences. The five essential skills that students will develop a deeper comprehension about and practice include:

⭐ Active Listening

⭐ Effective Communication

⭐ Expressing Empathy

⭐ Apologizing

⭐ Conflict Resolution

For each of the Five Customer Service Skills, students will engage in Quick Write activities (to spark discussions and build background knowledge) AND complete engaging, fun activities centered around common, real life customer service scenarios related to these topics. All activity worksheets are included as well as Answer Keys / Suggested Responses to help you facilitate discussions and support students in the learning.

Prior to diving into these five essential skills, students will watch two brief customer service-related videos where they will observe, analyze, evaluate, and discuss customer service attitudes and behaviors presented in the videos. Video Links, activities (for each video), and ANSWER KEYS are also all included!

*******************************
▶️ Lesson POWERPOINT (76 Slides)

★ 76 Slides (NO nonsense slides)

★ Uneditable (due to copyright purposes)

★ PowerPoint and Digital (Text Boxes in both variations already created)

★ Student Interactive (Includes student slides for students to add responses)

★ Answer Key Slides included

This resource includes a Lesson PowerPoint of 76 slides (uneditable / PowerPoint and Digital). The PowerPoint is interactive and consists of “instruction” slides, student response slides, and some ANSWER KEY slides. For instance, a slide with instructional content and questions are on one slide, while on the next slide is a “student response” version slide where you can have students type their responses (if you decide to share the PowerPoint with them - text boxes already created), and the slide after that is an ANSWER KEY slide to help you facilitate discussion.

Depending on how you share the PowerPoint with them, students can engage with the slides as you instruct! SUPER EASY TO DELIVER! Again, this entire PowerPoint is ALSO included in Google Slides with text boxes already created for students to type in their responses.

Don't want either variation? NO BIGGIE! Just delete the slide after saving the "original" one.

▶️ PowerPoint Usage Tips

✅ You can tweak the format of this PowerPoint in several ways! For instance, if you only want to keep or use the “instruction” slides and not use the student response version slides, NO PROBLEM, all you have to do is delete slides you don’t want to use. (Just make sure you first save or make a copy of the entire presentation in case you want to use or revisit the other slides at a later time).

✅ You can copy and paste all “student response” version slides into another PowerPoint and send them to students to complete.

✅ You can mix and match slides.

▶️ Customer Service Lesson PowerPoint features:

★ Includes 76 slides (No nonsense slides)

★ All 76 slides are included on Google Slides as well.

★ The PowerPoint is interactive – “Student-version” slides are included where students can type in their answers to questions.

★ The PowerPoint includes images that reflect diversity and clearly align to the content/information presented in the slides.

★ PowerPoint slides are visually appealing (and contain unique borders, fonts, and clipart)

★ Includes Answer Key slides

★ Uneditable due to copyright purposes (I would love to accommodate you if you need anything changed)

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

▶️ Scenario Packet (FOLDER #2)

Learning about possible customer service scenarios is a great way to prepare students for any future customer issues. Included in this packet are 12 highly relevant customer service scenarios that give students a hands-on approach to experiencing and practicing “real-life” examples of great and poor customer service. It gives students an opportunity to hone their customer service and conflict management skills.

The 12 scenarios come in FIVE variations (also included in Google Slides – 5 Google Slide Links)

✨ Variation #1: Scenario Worksheets with Questions - Students write or type their responses on the lines provided - PDF and Digital)

✨ Variation #2: Scenario Worksheets without Questions - There is space for you to generate your OWN question, and students copy down the question and then answer it on the lines provided - PDF and Digital).

✨ Variation #3: Scenario POWERPOINT (Scenarios only) - This variation can be used to display on the board, have discussions about, review, discuss/generate different questions about the scenarios, etc. - PowerPoint and Digital)

✨ Variation #4: Scenario POWERPOINT with Questions - Students can type in their responses either on the PowerPoint itself, if you share it with them, or on Google Slides! Text boxes have already been created - PowerPoint and Digital)

✨ Variation #5: Scenario POWERPOWEROINT - Scenarios without Questions – You generate your OWN Questions - PowerPoint and Digital)

⭐ Two “BLANK” slides have been included for you to add your OWN scenarios and questions.

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 difficult situations, provide great customer service, de- escalate conflicts, and practice effective communication.

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

❤️ Role-Playing ❤️

Students can discuss or role-play these 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 packet offers 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!

This resource correlates to other workplace readiness skills including:

✷ Demonstrating positive work ethic
✷ Demonstrating conflict resolution capabilities
✷ Demonstrating effective speaking and listening skills
✷ Coping with difficult situations

The customer service lesson and 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.
✷ Effective communication
✷ Emotion control

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

This resource is also included in the following discounted BUNDLES:

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

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

Other CUSTOMER SERVICE resources you might be interested in:

• Customer Service/Career Readiness Mega Bundle
• Customer Service Activity Worksheets and Answer Keys
• Customer Service Scenario Task Cards and Worksheets
• Customer Service Writing/Discussion Questions
• Customer Service 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

A mega bundle of resources. 56 items for a special price!! For a LIMITED time! There are so many great resources for Phlebotomy, Patient care tech, and CCMA!