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Performance Review British English Teacher
Performance Review British English Teacher
PERFORMANCE
REVIEW
Expemo code:
1D9D-P5C9-AS9S
2 Describing performance
Describe each worker’s performance with the adjectives below.
1. Joe is often late for work and never achieves his sales targets:
2. Kate is very thorough but this often means that her work is a little slow:
3. Daniel always does what his manager expects of him:
4. Charlie always exceeds his sales targets. He often stays in the office later than everyone else:
PERFORMANCE REVIEW
3 Listening
Audio
You are going to listen to a performance review between Tony, a customer service agent, and his
manager. Which of the benefits in Ex1 did you notice?
4 Checking understanding
Listen again and choose the best answer for each question below.
a. 7 b. 9 c. 11
a. 7 b. 9 c. 11
a. 7% b. 13% c. 30%
a. 7% b. 13% c. 30%
5 Useful expressions
PERFORMANCE REVIEW
3. Accepting a decision:
4. Expressing disappointment:
6 Role play
Work in pairs. Student A, you are the manager; Student B, you are the employee. Practise a performance
review. Student A, you are happy with some areas of Student B’s work, but you are not so happy with
other areas. Student B, respond to Student A’s feedback. Change roles and repeat the dialogue. Use
expressions from this lesson.
PERFORMANCE REVIEW
Transcripts
3. Listening
Manager: Hello, Tony. Please have a seat. How are you today?
Manager: That’s normal. Everybody is a little nervous before their review. So, Tony, you’ve been
with us for 5 years now and we really appreciate your work. You have good relationships
with our customers and with your colleagues here in the office.
Manager: Overall, your performance this year has been satisfactory, and I am pleased about that.
In fact, some areas of your performance are excellent . . . but there are some areas that
could be improved.
Tony: Satisfactory? Hmm... well, all the customer surveys show that customers are very happy
with my service!
Manager: Yes, that’s true. Our customers are very happy with the service you are giving them. The
only problem is with the efficiency of your work. This year, you’re spending more time
on the phone with individual customers. Last year, you were handling around 11 calls per
hour but this year it’s around 7 calls. Because of that, we’ve had to hire more workers to
answer all the extra calls we are getting.
Tony: I understand, but my job is to keep customers happy, and they are happy.
Manager: Yes, I understand what you are saying. But as a manager, I have to think about costs.
And this year we are spending around 30% more on customer service. So, you should try
to improve the quantity of calls that you are able to handle. This is the only thing you
need to work on. Like I said, when it comes to keeping our customers happy, your work
is excellent. So, if you like, I’d be happy to sit down with you and discuss how you can
improve efficiency and continue to deliver excellent customer service at the same time.
Tony: OK, that sounds fair. Will I get a salary increase this time?
Manager: Tony, I think you have a lot of potential. If we can find a way to increase the quantity of
your calls and keep the same level of quality, we’ll be able to offer you more next time.
Manager: Thank you, Tony. So, let’s arrange a meeting to discuss the situation further.
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TEACHER MATERIALS · PRE-INTERMEDIATE (A2-B1)
PERFORMANCE REVIEW
Key
2. Describing performance
3. Listening
Pre-teach any unfamiliar vocabulary, e.g. ‘customer survey’, ‘handle calls’, ‘hire workers’, ‘quantity’, ‘quality’, ‘deliver
excellent customer service’, etc.
Students can check and discuss their answers in pairs. Benefits 1-4 are mentioned in the dialogue.
1. Give employees feedback: throughout the dialogue, Tony’s manager gives him both positive and negative
feedback.
2. let employees know which areas they need to work on: in the dialogue, the manager says Tony needs to work
on efficiency.
3. communicate decisions such as a salary increase: Tony’s manager offers him a 7% salary increase.
4. remind workers what their managers expect: Tony’s manager clearly communicates to Tony that he expects
him to handle more customer service calls.
4. Checking understanding
1. b 2. b 3. c 4. a 5. c 6. a 7. b
5. Useful expressions
Giving positive feedback: We really appreciate your work; Overall, your performance this year has been
satisfactory, and I am pleased about that; When it comes to keeping our customers happy, your work is excellent;
I think you have a lot of potential.
Giving negative feedback: The only problem is with the efficiency of your work; There are some areas that could
be improved.
Accepting a decision: OK, that sounds fair.
Expressing disappointment: To be honest, I expected a little more.
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TEACHER MATERIALS · PRE-INTERMEDIATE (A2-B1)
PERFORMANCE REVIEW
6. Role play
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Scan the QR at the top of Page 1 to review the lesson flashcards with Expemo.
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