Lesson Plan

• Describe the step‑by‑step process for handling audience enquiries.
• Explain how to manage and resolve complaints with empathy and professionalism.
• Apply emergency response procedures to protect patrons and staff.
• Demonstrate accurate record‑keeping for enquiries, complaints and incidents.
• Evaluate the effectiveness of the procedures and suggest improvements.

• Printed handout of the enquiry, complaint and emergency flowcharts.
• CRM/log‑sheet templates for role‑play.
• Projector and screen.
• Whiteboard and markers.
• Scenario cards for role‑play activities.
• Venue evacuation map and safety checklist.

Begin with a quick poll: “What’s the most memorable problem you’ve faced at a theatre?” Connect this to the importance of clear procedures. Review prior knowledge of basic customer service. State that by the end of the lesson students will be able to demonstrate each procedure and evaluate its effectiveness.

1. Do‑Now (5'): Students write down a recent enquiry or complaint they’ve encountered and share briefly.
2. Mini‑lecture (10'): Present the three procedure sets (enquiry, complaint, emergency) using the projector and handouts.
3. Guided Practice (15'): In pairs, role‑play an enquiry scenario, filling out the log sheet and delivering a scripted response.
4. Group Activity (15'): Teams work through a complaint case study, record details, and decide on a resolution; teacher circulates for feedback.
5. Emergency Drill Simulation (10'): Walk through the evacuation map, assign roles (stage manager, safety officer) and practice the step‑by‑step response.
6. Check for Understanding (5'): Quick quiz (Kahoot or paper) covering key steps for each procedure.

Recap the three procedure chains and ask students to name one improvement they could make. Collect an exit ticket where each learner writes the most critical step for handling an emergency. Assign homework: draft a one‑page customer‑service policy for a hypothetical theatre production.