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8. Find the weak line 🔎
In each mini-dialogue, one dispatcher line is weak. Underline it and repair it.
| 1. Driver: The bridge is closed. Dispatcher: That is bad. Do something. Driver: I am stopped safely. | Better: ______________________________ |
| 2. Driver: The bypass is 31 km. Dispatcher: Take it. New ETA is 11:58. Driver: Understood. | Is this clear enough? Why? |
| 3. Customer: Will the delivery arrive today? Dispatcher: I do not know. Wait. Customer: I need the boxes before noon. | Better: ______________________________ |
| 4. Driver: The gravel road is unknown. Dispatcher: It is shorter, so use it. Driver: The boxes may be damaged. | Better: ______________________________ |
9. Upgrade the message ✍️
Turn a weak update into a professional one. Use at least three ideas.
Weak: Late. Bridge. Sorry.
Useful pieces: the bridge is closed / your delivery is on the bypass / new ETA / I will update you / thank you for your patience
Professional update: ________________________________________________
Compare with a partner: does the message say what happened + what is happening now + when the next update comes?
10. Quick phrase choice 💬
- Driver: “The bridge is closed.”
Best dispatcher answer: A Ignore it. B “Are you stopped safely?” C “Drive faster.” - Customer: “I need the boxes before noon.”
Best answer: A “New ETA is 11:58.” B “Maybe.” C “Not my problem.” - The road is unknown and narrow.
Best action: A Use it because it is short. B Check it later. C Choose the clear bypass. - You need more information.
Best phrase: A “I will call again in ten minutes.” B “Wait.” C “No idea.”