Describing the Operations Department
CEFR: B1
Read/Listen first
Our Operations department supports the whole company by coordinating daily processes, maintaining service quality, and solving blockers before they grow. We track orders, allocate resources, and liaise with Support when issues pop up. The team handles onboarding for new clients, monitors inventory, and prepares weekly summaries. We collaborate closely with Finance to align budgets with real demand and with Sales to forecast volumes. When a request is unclear, we ask targeted questions and confirm next steps in writing. During peak periods, we prioritize urgent tickets and schedule handovers between shifts to keep work flowing. The goal is simple: deliver reliably, reduce errors, and make colleagues’ jobs easier. We coordinate priorities, unblock issues quickly, and share updates clearly to keep projects moving. We coordinate priorities, unblock issues quickly, and share updates clearly to keep projects moving. We coordinate priorities, unblock issues quickly, and share updates clearly to keep projects moving.⚡ Learning goals
- Can explain describing functions in a clear, work-related context.
- Can ask and answer questions to explaining responsibilities with colleagues.
- Can summarize responsibilities and next steps after a short discussion.
✨ Key language
- We handle… ““We handle client onboarding and internal support.””
- Our team is responsible for… ““Our team is responsible for quarterly reporting.””
- We collaborate with… ““We collaborate with Sales and Product on launches.””
⚙️ Rules & Grammar — 4 Structures
1️⃣ Present Simple for responsibilities
Rule: Use present simple to describe regular duties and permanent functions.Examples: We handle client onboarding; The analyst prepares reports; The team coordinates logistics
Common pitfall + fix: Using present continuous for stable facts — Switch to simple present for routine responsibilities.
Choose the correct sentence for a routine duty.
Tip: Responsibilities are expressed in present simple.
Fill with the best answer: The team ___ incidents every morning.
Tip: Routine action → present simple.
2️⃣ Sequencing with linking words
Rule: Use first, then, after that, finally to show order in a process.Examples: First we check requests; Then we assign owners; Finally we send a summary
Common pitfall + fix: Mixing steps without clear order — Add signposting words to clarify sequence.
Which option shows a clear sequence?
Tip: Use signposts to show order.
Fill with the best answer: ___ we review capacity, we confirm timelines.
Tip: Use linking words to connect steps.
3️⃣ Modal verbs for ability and permission
Rule: Use can/can’t to express ability or permission at work.Examples: We can escalate urgent cases; Analysts can access raw data; You can request support
Common pitfall + fix: Using ‘may to’ or incorrect form — Use can + base verb.
Pick the correct form with ‘can’.
Tip: ‘can’ + base verb, no ‘to’.
Fill with the best answer: You ___ join the review if you need context.
Tip: ‘can’ for permission.
4️⃣ Polite requests and clarifying questions
Rule: Use could/would and question softeners to clarify details.Examples: Could you confirm the deadline?; Would you share the file?; Could we align on scope?
Common pitfall + fix: Asking direct commands — Use polite modals and question form.
Choose the most polite option.
Tip: Polite modal + question form is appropriate.
Fill with the best answer: ___ you clarify who signs off the report?
Tip: Use ‘Could’ for polite requests.
✍️ Vocabulary
workload
Meaning: amount of work to be doneSynonyms: capacity, volume, tasks
Chunk/Idiom: manage workload
Example: We manage workload to prevent delays.
Morphology: noun
Self-practice: List your tasks and balance time.
handover
Meaning: passing responsibility to another person or teamSynonyms: transfer, transition, delivery
Chunk/Idiom: handover checklist
Example: Use a handover checklist after each shift.
Morphology: noun
Self-practice: Write three items for a handover.
stakeholder
Meaning: person or group affected by the workSynonyms: partner, client, sponsor
Chunk/Idiom: key stakeholder
Example: Identify the key stakeholder early.
Morphology: noun
Self-practice: Name two stakeholders in your project.
escalate
Meaning: to raise an issue to a higher levelSynonyms: raise, refer, advance
Chunk/Idiom: escalate a ticket
Example: Escalate a ticket when risk is high.
Morphology: verb
Self-practice: Decide when to escalate an issue.
constraint
Meaning: a limiting factor that affects deliverySynonyms: limit, restriction, bottleneck
Chunk/Idiom: resource constraint
Example: We planned around a resource constraint.
Morphology: noun
Self-practice: Describe one constraint on your team.
alignment
Meaning: agreement on goals, scope, or timingSynonyms: agreement, consensus, harmony
Chunk/Idiom: seek alignment
Example: We seek alignment before starting.
Morphology: noun
Self-practice: Check alignment with a partner team.
☁️ Examples (+ audio)
We coordinate tasks across teams.
Our team is responsible for onboarding.
Could you confirm the deadline?
First we review, then we assign.
✏️ Exercises
Grammar
Which sentence describes a routine duty?
Tip: Use present simple for routines.
Choose the best linking for a process.
Tip: Use clear sequence markers.
Fill with the best answer:
The analyst ___ the dashboard every Friday.Tip: Present simple for regular action.
Fill with the best answer:
Could you ___ the scope before we start?Tip: Modal + base verb.
Vocabulary & Comprehension
Which word means passing responsibility?
Tip: Handover = transfer of responsibility.
Which word is closest to ‘agreement’?
Tip: Alignment ≈ consensus.
Fill with the best answer:
We need to manage the team’s ___ during peak season.Tip: Think volume of tasks.
Fill with the best answer:
If risk is high, ___ the ticket to the lead.Tip: Raise the issue.
✅ Guided practice
Mini-dialogue:
A: We deliver the final files today; can you confirm the sign‑off process?B: Sure. I’ll review the report and share feedback by noon.
A: If anything blocks you, please escalate in the channel.
Why this matters:
Clear roles reduce mistakes. Short updates keep momentum. Shared checklists support quality.Verb & Adjective Pack:
prioritize — We prioritize urgent tickets early.streamline — We streamline steps to remove waste.
align — We align with Sales before launch.
Try & compare:
Fill with the best answer: We ___ the risks and then confirm owners.
Tip: Verb in base form for instruction.
Self-correction: Fix the sentence: The team are delivering the summary yesterday.
Tip: Past simple for finished past actions.
Practice aloud: Listen, repeat, then type the sentence.
Please share the latest KPI update by noon.
Tip: Listen for stress and word order.