Download this free B2–C1 English worksheet PDF for adult learners and English teachers. This lesson explores self-service technology, automation and the changing relationship between customers, employees and machines.
Students practise reading comprehension, useful vocabulary, phrase matching and speaking skills through a real-world business and technology topic about self-checkout, airport kiosks, banking apps, QR-code menus, artificial intelligence and customer service. The worksheet is suitable for private English lessons, online classes, advanced conversation practice and homework before a discussion lesson.
The article explains that self-service technology has become part of ordinary customer service. Students read about supermarket self-checkouts, automated check-in, banking apps and other systems that can speed things up for customers who value autonomy and limited social interaction.
The worksheet also explores the limitations of automation. Technical glitches, repeated prompts and restricted products can still require staff to step in, while some customers run into problems when there is no clear way to opt out of an automated system and speak to a person.
Students also consider the idea of micro-labour: small pieces of work that businesses increasingly hand over to customers. The lesson asks whether companies are improving convenience or simply transferring routine work from employees to the public.
The article also looks at the effect of automation on employment. Rather than simply removing jobs, self-service technology can change the type of work employees do. Students discuss whether automation should take over repetitive tasks while staff remain available for advice, accessibility and problem-solving.
The PDF includes a B2–C1 reading article, True / False questions, Phrase Match, Synonym Match, a task where students use new language, discussion questions and a full answer key. It helps learners discuss autonomy, automation, customer experience, accessibility, employment, human oversight and how businesses can balance efficiency with genuine choice.
Level: B2–C1
Date: 5 October 2026
Focus: reading, vocabulary, self-service technology, automation, customer service, employment and speaking
This free worksheet includes:
- a B2–C1 reading text about self-service technology and automation
- True / False comprehension questions
- Phrase Match practice with useful expressions
- Synonym Match vocabulary practice
- a sentence-writing task using new language
- discussion questions for Student A and Student B
- full answer key
The worksheet includes useful phrases such as speed things up, step in, take over, cut back on, carry out, run into, opt out of, hand over, rely on and deal with. It also practises vocabulary such as autonomy, cumbersome, recognise, concerns, critics, increasingly, disappeared, routine, flexible and genuine.al, guaranteed, realistic, enthusiasm, deliberate and reconsider.
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