CALL CENTER TRAINING - 100 HOURS TESDA FINISHING COURSE

13 Sessions

2010

Miranda & Associates Skills Training Mgt.

Miranda & Associates

ACCENT, CONVERSATION, GRAMMAR This module is designed to train students of “100 Hour Call Center Finishing Course.” It is complete with specific task for the day with objectives on it. Along the way they are given ample time to prepare to speak based on a situation in dealing with customers. Their grammar and accent is checked as well as their customer service transaction skills. These are applied using an assessment tools to determine the progress of the skills.

Customer Service Representative

Training Module

2 Miranda and Associates Language Management Services btltsmdpsbfttmsbcpf10t

Customer Service

Representative

Training Module (For classroom training purposes only. Not for Sale.)


DAILY TRAINING REQUIRED ELEMENTS

TASK FOR

THE DAY

PREPARE

TO SPEAK

LEARNING

GRAMMAR

FUNCTIONS

APPLY THE

SKILLS

ASSESSMENT

THE

OBJECTIVES


Session 1

1. Scope: Students at this point will be able to learn the American accent rules but will heavily focus on

‘T’ and Th’ sound. Throughout the course of Session 1, the teacher will be highly sensitive

to the application of these sounds. On other areas, students will learn the proper way of

introducing others as well as be able to correctly use verbs. In addition, it is but proper that

they learn how to appropriately use expressions in conversation where they are expected to

last for 15 minutes using three different stages, namely: warm up, long turn, and cross

examination. At this stage, students will be able to learn how to quickly analyze a sentence

and answer it according to its nature. They will learn how to predict, create opinion, judge or

combine these elements and come up as a good conversationalist.

2. Strategies and approaches for this session: 2.1 Discussion

2.2 Audio-visual for listening and speaking

2.3 Dyad, Triad, group

2.4 Simulation

2.5. Assessment

2.6 Memorization

2.7 Research/Take-home task

2.8 Demonstration/Reporting

2. Tasks: 1.1 Speak using correct ‘T’ and ‘Th’ sounds

1. 2 Introduce others correctly

1.3 Use correct verb-timeline

1.4 Use formal and informal expressions

1.5 Speak using warm-up, long-turn, and cross examination with sentence analysis

1.6 Role-play using a conversation

1.7 Speak well using correct accent rules


3. OBJECTIVES: 2.1 To introduce oneself and others using formal or informal expressions

2.2 To carry on a conversation from beginning to end using appropriate expressions

2.3 To introduce the correct ‘T’ and ‘Th’ sounds

4. PREPARE TO SPEAK 3.1 Accent: The ‘Th’

(Play CD cf. CD#6)

Target: The ‘Th’

Title: The Thessalonians

The Thessalonians believers thank the Lord for

thousands of people thriving in their amphitheatre

every Thursday at three. This must be due to

thematic theme about theism and hypothetical theory

of God’s theocratical throne which was made through

thunderous preaching which thrilled the throng

especially Thomas and Thutmose of Thurgau. For

three months every Thursday, through persistent

thrusting of effort and thundering voice, the

Thessalonians believers of Thurgau thought of the

unthinkable by even throwing themselves on the

floor of ice thaw.

A. J. Morillo

B. C. Introductions

- It is your orientation day as a newly-hired CSR. /the trainer instructed you to introduce yourselves to each other for the first 1 hour. The trainer divided you into groups. How would you introduce yourselves to each other?

- Now that you know each other, your task is to introduce your new acquaintance to members of the other group


- How are you going to do it? - How do you keep the conversation going? - How do you end it? -

D. Dialogue: Introducing oneself/someone Here pay attention to the speaker’s natural way of communicating with each other

JIM: Excuse me, is anybody sitting here? SHIELA: I don’t think so. Have a seat. JIM: Thank you. By the way, I’m Jim. I’m a CSR and I belong to Canadian Immigration Consultancy. SHIELA: I’m Sheila from ProdataNet account. Pleased to meet you. JIM: Pleased to meet you, too. SHIELA: Oh, that’s my friend. Lucy over here! LUCY: Hi Sheila. How are you? SHIELA: I’m fine. Thank you, and you? LUCY: I’m fin too. SHIELA: Why don’t you sit here and meet a new friend. Lucy, this is Jim.

We all have different accounts because I represent CANU Intl English Language for its IELTS. I just hope we’ll all be in the same unit.

JIM & LUCY: Let’s keep our fingers crossed. SHIELA: Umm, the trainer is here. We better keep quiet now.

LEARNING GRAMMAR FUNCTIONS a. Time-line of verbs

Students are confused on how to use their verbs. This illustration

will help you in an instant the timeline of your verb. The next time

you use your verb make sure you know what ‘time’ you are talking

about.

Time Line:

before past past now future

…the ‘has and have’ verbs

encompasses from past to now.


will…

Example: The student attends to his subject.

VERB FORM PAST NOW FUTURE

Simple attended attends will attend

Continuous/

Progressive

was attending is attending will be

attending

Perfect dad attended has attended will have

attended

Perfect

continuous/

Progressive

had been

attending

has been

attending

will have been

attending

Sentence:

Below are verbs for you. Translate the following verbs using the table above:

1. ate 2. sing 3. gave 4. swim 5. write 6. participate

7. report 8. speak 9. come 10. go 11. say 12. tell

Analysis: Recall your own dialogue in the introductions and the sample dialogue above. Identify familiar expressions you used and the ones used in this text. When are the expressions used? How are they used?

Expressions Used Function/s

…all present regular or irregular

verb refer to ‘now’ in the timeline

…the ‘had’ verb encompasses

from before past to past.


Now look at the following expressions Introducing of oneself

A. FORMAL - Allow me to introduce myself. My name’s___________________________________ - I’m… (+ information) - May I introduce myself? My name’s _______________________________________ - I’m…(+ information)

B. INFORMAL

- Hello. I’m ____________________________________________________________ - Hello. My name’s ______________________________________________________

Note: When introducing yourself to someone, you often need to give not only your name, but also other relevant details about yourself or the situation you presently are having. The same is true when introducing someone to others. Introducing others

EXPRESSIONS ADDITIONAL INFORMATION

A. Formal Hi. I’d like you to meet …. Good morning. May I introduce… I’d like to introduce…

…a colleague of mine. …our sales manager. …my old time friend.

EXPRESSIONS ADDITIONAL INFORMATION

B. Informal Can I introduce… This is… I want you to meet…

…he’s here for the week. …my counterpart. …from the IMI division.

GREETING POSSIBLE REPLY TO THE GREETING

A. Formal How do you do?

How do you do? I’m fine/I’m doing well. How do you do? I’m very pleased/delighted to meet you.


B. Informal Hello. Nice to meet you

Hi.

It’s very nice to meet you, too. Good to meet you. It’s very nice to meet you. Nice/Good to meet you. Nice to have you with us. Pleased to meet you.

Note: when you meet people for the first time on a personal or business basis, it’s usual to shake hands. This is when the greeting ‘How do you do?” is appropriate, but it is only used for the first time. Other rules in introducing others Younger to older – introduce the younger person to older person. Example: Father, this is my friend, Annie. Annie, this is my father. Male to female – introduce man to woman or boy to a girl. Example: Ella, meet my friend, John. Lower rank to superior Example: Sir Miranda, this is our new student, Mitch. Any order – same rank, gender, age. When you introduce people of the same rank, gender, or age, it doesn’t matter whose name comes first. Pre-closing the conversation

A. FORMAL

Thanks for your time. Thanks a lot for the information. I really should be leaving.

No problem. Welcome. It’s been nice talking to you. Sure. No problem. I have to get going too.

I have to go. Would you excuse me please?

It’s alright. Take care. Sure. Don’t worry about it.

I’d better not to take up any more of your time. Let me know how things work out. Keep me posted.

B. INFORMAL


Got to go now… I have to run… I must be going… I have to rush off…

OK. See you again. OK. Great talking to you. Same here. Same here.

Closing the conversation

Expression Possible Response A. Formal

Talk to you later Thank you for your time.

You’re welcome. My pleasure.

B. Informal

See you later. Until next time…

Bye. Ok. Bye

Practice: Prepare a role play based on the following situations. You want to introduce:

Your new acquaintance to your boss

A male friend to a female friend For Accent Theory: Get your Training Kit for accent and try to know the rules for American/British accent For Accent Practice: Get your Training Kit for accent and try to apply the rules for American/British accent

APPLY THE RULES IN YOUR SKILLS A. Simulation/role play

After another orientation, the newly-hired agents and their trainers held a welcome party for all departments. Introduce yourselves to the others and introduce your new friends and trainers to your new acquaintances. Practice using the appropriate strategy for introducing yourselves and others, for keeping the conversation going. Be conscious too of your vowel and consonant sounds.

Introducing oneself: Beginning- sustaining the conversation- pre-closing-closing


Sample dialogue: Listen to the conversation among the call center staff. Pay attention to expressions used and the spontaneous way of introducing oneself to another person. Then practice the dialogue with a partner. A: Hello. I’m Anne. I’m the new secretary. B: Pleased to meet you, Anne. I’m Jerry and work as a clerk at the Accounting Office. A: Small world. I’ll work for Mr. Davis. He’s the Chief Accountant, right? By the way, how long have you been working here? B: Not long enough. I’ve been here for a month. So just like you. I’m also a newcomer. A: But not as a neophyte as I am. Oh, I think your workstation is next to mine. I’m glad you sit next to my place so you’re within reach if I have some questions. B: Yeah. Feel free to ask me anytime. A: I guess I have to get back to work. Break time is over. B: Will you have lunch with me? A: Sure. B: See you then at the cafeteria. Twelve fifteen? I usually take table ten. I’ll reserve a seat for you and maybe you can meet my friends. A: Really? That sounds great. See you later.

Role-play presentation Given the situation above, create your own situation in introducing and greetings that are applicable and relevant to gatherings or interactions in your unit.

Warm up: 5 Minutes

- Introduce yourself

- Ask the name

- Present work or studies or both

- place of residence, its people, traffic condition, changes

- Family


- Hobbies such as going to malls, cooking, favourite sports

- Plan for the next 2 and five years

Long turn: 5 Minutes

Some people believe that allowing a partner to work abroad will be more disadvantageous rather

than advantageous.

Discuss both the advantages and disadvantages of allowing a partner to go abroad.

Include any relevant examples, personal experience, or knowledge about the topic.

You will have to discuss this in 3 minutes without interruption.

Making opinion: 5 minutes

Why do people work hard?

What is the ideal life after retirement?

How is time being spent before?

How is time being spent today?

How do you think life will become in the future?

B. TEACHER’S FEEDBACK CRITERIA:

Naturalness

Probability of the situation

Correct use of vocabulary and expressions in context

Correct production of vowel sounds

Correct use of intonation patterns

Correct use of grammar

Employment of paralinguistic i.e., speed, pitch, body language, intonation, and

liaison


------------------------------------------------------------END OF DAY 1 -----------------------------------------

Day 2

Receiving and giving information with grammar and long conversation focus

OBJECTIVES

1. To ask appropriate questions (Wh/H) to get desired information 2. To give appropriate answers to client’s questions on flights and affairs 3. To practice speaking using rising-falling information 4. To produce the /i/ and /iy/ sounds

-------------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK

A. Dialogue

Flights and airfare

Agent: This is International Jobs Recruitment Agency (IJobs), good morning. This is Mitch. How may I help you? Client: Yeah. This is Stuart Daly. I’m planning to go to New York next week. What are the available flights? And what’s the airfare at the moment?


Agent: Well sir, that depends. D’you want to fly first or economy class? Client: Economy class. Agent: When d’you want to leave? Client: September 28. What are the available morning flights from Washington D.C. to New York? Agent: Hold on a minute, sir. Let me check the flights. Sir, my computer is rather slow today. I hope you don’t mind waiting for a couple of minutes. Client: Not at all. Agent: Thank you. I’m almost done. Here let me read the available airline flights and fares:

Time Multiple Carrier United Airlines US Airways

Nonstop 7:30 $123 $233 $245

1 Stop 10:00am $148 $248 $347

Which flight would you like to take, sir? Client: The 7:30 flight – Multiple Carrier. Could you book that for me? Agent: Let me confirm with the airline first. Okay then, 7:30 in the morning. Multiple Carrier. Is there anything else I can help you with? Client: That’s all. Thank you. Agent: You’re welcome. Have a nice day, sir. Bye.

B. Pronunciation

Directions: Go over the text again. List down some of the words that represent the critical sounds /i/ and /iy/ in the text.

/i/ Sound /iy/ Sound

C. Practice producing the following:

/i/ bit /iy/ beat /i/ bit /iy/ beat

bitch beach itch each

Fit Eat Live Leave

Grit Feat Rich Reach

Hit Greet Sin Seen

It Heat Slip Sleep


List Least Still Steal

mill Meal Wick Week

Rid Read will Weak

Sick Seat We’ll

Sit seek

D. Pronunciation exercises 1. It’s something I’d rather not eat. 2. Would you like to sit in seat number 3? 3. I still don’t understand why they had to steal my tickets 4. Can you at least provide me with a list of choices? 5. We’ll make sure you get there. You will surely arrive on time. 6. I seek for a postponement for next week because my child is still sick. 7. I still think we’re going to hit the road tomorrow s=despite the heat. 8. No, please. Don’t give me my brochure. I’d rather get rid of those things. 9. We’re finally leaving next week to live in Long Beach. 10. How do you reach me for the tickets? You see, I’m not that rich to go all the way there

just for that.

E. Intonation Pattern What is intonation? It is the speech music. (cf. to pages 11-20 of the Accent Kit)

Intonation is the rising and falling when you speak. It’s like a jazzy movement, or a staircase. Cf. Exercise 1-44: Building an intonation sentence CD 2 Track 13. Additional Practice:

1. The receptionist at the hotel is very accommodating. 2. She wants to join the caravan to Nepal. 3. The chauffeur drove me around the city. 4. You can avail yourself of the package tour to Rome. 5. My flight to Chicago was cancelled. 6. The cab driver got me to the airport in time. 7. The tour guide graciously showed me around the museum. 8. I left my luggage at the resort hotel. 9. He’s a chance passenger. 10. I’ve earned enough mileage for a free trip to Boracay.

BASIC INTONATION PATTERNS USING THREE AND FOUR WORDS

THREE-WORD PATTERN

The 1st and last words or

‘AC’are emphasised while the

middle word stays in normal

FOUR-WORD PATTERN

The first three words are mentioned

monotonously but the last word or ‘D’ is

emphasised by moving up the pitch a


pitch.

A C

Example: He B hired.

was

Ergon: Below are simple

sentences. Read them by using

the above principle.

little higher.

D

Example: A B C hired.

He was just

Ergon: Below are simple sentences. Read

them using the above principles.

Repeat after me (practice):

1. He works well.

2. Services are carried.

3. Sea-travel is safe.

4. They prefer skills.

5. He speaks English.

6. They have rules.

7. Skills are required.

8. He’s working well.

9. Sea-travel is great.

10. Shipments were removed.

11. Services are ensured.

12. It cruises slowly.

13. Staffs are great.

14. They were appreciated.

15. They thank them.

Repeat after me (practice):

1. He’s cleaning the cabins.

2. Services are carried out.

3. Sea-travel is safely managed.

4. They prefer skilled workers.

5. He speaks English well.

6. Housekeeping rules are posted.

7. Qualifications are

important too.

8. He’s working well always.

9. Sea-travel is amazing experience.

10. Shipments were removed yesterday.

11. He ensures excellent services.

12. The ship was cruising.

13. Staffs are helping us.

14. They were appreciated honestly.

15. They thank them


wholeheartedly.

GRAMMAR

A. Question words with short and long answers Drills: which of the Question words (what, where, when, who, and How), will you use in asking with a follow up long answer? Write the exact question below the given information. Example: INFORMATION: Social Security Number Question: What is your Social Security Number, Sir?

INFORMATION: Acquaintance’s family name QUESTION: _________________________________________________________ INFORMATION: Customer’s date of birth? QUESTION: _________________________________________________________


INFORMATION: Company’s anniversary QUESTION: _________________________________________________________ INFORMATION: Car rental fee QUESTION: _________________________________________________________ INFORMATION: availability of flight QUESTION: _________________________________________________________ INFORMATION: Office location QUESTION: _________________________________________________________ INFORMATION: Way to the airport QUESTION: _________________________________________________________ INFORMATION: Client’s complaints QUESTION: _________________________________________________________ INFORMATION: Name of comparison QUESTION: _________________________________________________________ INFORMATION: Reason for cancellation

QUESTION: ________________________________________________________

APPLY THE SKILLS

A. Simulation: Prepare a 3 minute role play on the following situations.

1. A client calls to ask for flights and prices from Houston to New Orleans on December

15. He is booking a month in advance. He is flying with his wife and 3 teenage children. Can you give him a list of package flights and prices?

2. A client from Maryland is asking about round trip flight ticket to San Diego. He is also expecting some discounts. What can you offer him?

3. You want to share the day’s happenings with your friend. You had 30 good callers and 5 bad ones. Despite the good calls, you felt down because the bad callers were so nasty.

B. Teacher’s feedback:

Spontaneity





Correct use of intonation pattern

Accuracy in the use of question words

Good idioms --------------------------------------------------End of Day 2------------------------------------------

Day 3

Making the conversation going with long-turn and question analysis focus

OBJECTIVES

1. To answer client’s inquiries on connecting flights

2. To use appropriate expressions to fill up dead air


3. To produce the /ey/ and /e/ sounds correctly

4. To ask appropriate questions (yes/no) using the rising intonation pattern

-------------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK A. Dialogue

CSR: Philippine Airlines, good afternoon. This is _____. Can I help you? CLNT: Yes. Is there a connecting flight to the Philippines from Chicago Airport? CSR: What date and airline, sir? CLNT: Sept 22, but I haven’t booked my ticket yet. Please give me the connecting flights on that day. Then I’ll decide which airline to take. CSR: Ok, sir, do you want to hold or I’ll call you back in 5 minutes? CLNT: I don’t mind waiting. CSR: Thank you, sir. Let me pull up the information from my computer. It’s September 22, right? CLNT: Yes. CSR: One minute more, sir. Are you still there? CLNT: Uh-uh. CSR: Here it is. Do you have your pen and paper? CLNT: Yes. CSR: Sir, here is your first option:

Wed, Sept 22 Depart: 9:34PM Arrive: 11:59PM 2 Stops

United Airlines 161 Chicago, IL San Francisco, CA Change Airlines Time between flights 1 hr 6 min

Thu, Sept 23 Depart: 1:05AM Arrive: 5:30AM

China Airlines 3 San Francisco, CA Taipei, Taiwan Change Planes Time between flights: 2 hr 35min

Fri, Sept 24 Depart: 8:05AM Arrive: 10:05AM

China Airlines 631 Taipei, Taiwan, Manila Philippines

CLNT: Got it! Thank you. CSR: Anything else I can help you with?


CLNT: Nothing else. Thank you and goodbye.

B. PRONUNCIATION Directions: go over the text again. List down some of the words that represent the /ey/ and /e/ sounds in the text. Then classify them according to the following:

/ey/ sound /e/ sound

C. PRACTICE PRODUCING THE FOLLOWING

/ey/ gate /e/ get

Airfare Men

Airplane Bet

Airport Check

Date Desk

Dateline Get

Delay Letter

Dateline Melbourne

Delay Men

Detail Messenger

holiday Met

Irate Penalty

Late Penny

Mail Press

Mercedes Red

Rate rentals

Same

take

D. PRONUNCIATION EXERCISES 1. What time are we leaving the airport? 2. Do they say elevator or lift? 3. I’d like to rent a Mercedes for one week. 4. What does the package include? 5. We’ll see to it that your transportation is provided. 6. Our regular rate for this season ranges from $300-%700.


7. Your itinerary might vary according to your choice of a holiday. 8. Please check if all your papers are ready. 9. Do we take a cab or a bus? 10. Our desk officer will be around to assist you.

E. INTONATION PATTERN EXERCISES

Direction: Read aloud the following sentences below using the RISING intonation pattern Example: Can I make it on the 9:30AM flight? 1. Do you have your passport with you? 2. Is he en route to Bethany? 3. Have you packed your clothes yet? 4. In this club exclusive for visa holders? 5. I’ve cancelled my flight to Houston. Can I get a refund for my ticket? 6. Will you fetch me at the airport terminal? 7. Would you please book me a suite for tonight? 8. Am I a standby passenger? 9. Is there an available seat at the 10:30 night express train? 10. Is this itinerary ready?

COMMUNICATIVE FUNCTIONS

A. Exercise: Practice reading the dialogue in ‘Prepare to Speak’ with a partner. Pay attention to the common expressions used to fill up dead air and make clarifications or follow up.

B. Strategy: Fill up the ‘dead air’ by making clarifications/follow up

Use the following expressions to fill up ‘dead air.’ Repeat these words as often as you can. “Okay sir, do you want to hold or I call you back in 5 minutes?” “Let me pull up the information.” “One minute more, sir. Are you still there?” “It’s _________________, right?” “Do you have your pen and paper?” “Anything else I can help you with?”

C. More practice: Can you add more to the list?


Filling up dead air Making clarification/Follow up

D. Vocabulary and Idioms

Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each.

Idioms Used in the Dialogue Possible Meaning

Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box.

book Hold on Take note

Layover waitlisted No big deal

standby Connecting flight To fly

A: ABC Travel. This is Shane. May I help you? B: Hi. This is Mark Sanders. I’d like to know if there’s a _____________ from San Francisco to Miami, Florida. I intend _____________ PanAm on July 4. A: Hold on a minute. I’ll check with the airline. There is, sir, but you’ll have a 12- hour in Texas. B: Can you ______________ me a ticket? A: Yes, sir. Economy or Business? B: Economy. A: Are you willing to travel __________ if I can’t get you a confirmed seat? B: ______________. A: Okay then. I’ll book you a flight now. Anything else, sir? B: Uh-uh. How do I know if I am _____________________? A: I’ll call you 48 hours before you scheduled flight. Once we give you a reserved seat, be sure to call and confirm your flight at least 14 hours before departure. B: I’ll __________of that. A: Okay. Anything else I can help you with? B: Nothing more. Thanks. A: Don’t mention it. Thank you for calling ABC Travel. Bye.


GRAMMAR Yes/No Questions Rule 1: Whenever a linking verb is used in a verb phrase, it is always comes with a progressive form of the main verb.

Is she getting the bills today? Is + getting

Are you doing the report now? Are + doing

Rule 2: Whenever the helping verb do, does, or did is used in a verb phrase, it always comes with the main form of the verb.

Did you go to Arkansas last year? Did + go

Does she eat pasta? Does + eat

Do you know how to get there? Do + know Rule 3: Whenever the helping verbs has, have, or had is used it always comes with the past participle form of the verb.

Has your family lived here long enough? Has + lived

Have you been to Manchester Homes? Have + been

Had all the visitors gone when we left? Had + gone Drills: Study the following sentences. What kind of questions are asked based on the following given answers? Write the possible questions.

QUESTION: ____________________________________________________________ ANSWER: I came with somebody else.

QUESTION: ____________________________________________________________ ANSWER: She passed the oral and written exams. QUESTION: ____________________________________________________________ ANSWER: The flight was delayed because of the fog. QUESTION: ____________________________________________________________ ANSWER: They don’t give a 20% discount anymore. QUESTION: ____________________________________________________________ ANSWER: It’s got to be in my files.


QUESTION: ____________________________________________________________ ANSWER: I went on a cruise alone. QUESTION: ____________________________________________________________ ANSWER: The client wanted a refund. QUESTION: ____________________________________________________________ ANSWER: I didn’t attend the orientation but I was there at the seminar. QUESTION: ____________________________________________________________ ANSWER: I had to see my boss because a client complained. QUESTION: ____________________________________________________________ ANSWER: The managers left early today to prepare for our team planning.

APPLY THE SKILLS A. Simulation

1. A client calls to book a ticket. Her itinerary is New York to Miami; she wants to fly back to North Carolina on the same day. She needs to leave New York at 2:00PM and be in Miami not later than 9:00PM. Give her two options

2. A /Filipino asks for connecting flights from /san /Francisco to Cebu, he wants to know the available flights and the prices. He’s flying economy and prefers the cheapest ticket. Give hi at least 3 options but be sure to get him to book with your agency.

3. A client holds a ticket, a direct flight from Paris to Los Angeles. For some reason, he needs to stopover in Rome; then head back to Los Angeles. He wants to know the flights that will delay his trip for two hours only. Help him change his booking.

ASSESSMENT

Criteria:

Spontaneity





Accuracy in the use of yes-no questions ----------------------------------------------------------------End of Day3---------------------------------------


Day 4

Offering product line with long conversation focus

OBJECTIVES

1. To address clients’ concerns about vacation packages and discounts

2. To produce the / / sound and /ow/ sounds correctly

3. To practice speaking using circumflex pattern

4. To ask appropriate (tag) questions to sound more natural

-------------------------------------------------------------------------------------------------------------------------------


PREPARE TO SPEAK A. Dialogue

A: CIC Travel, this is _________, do you mind holding for a minute? I’ll be with you right away. B: No. But don’t be long. I don’t have all the time in the world, you know. A: Sorry to have kept you waiting. I was on the other line. How may I help you? B: that was a damn long minute. A: I’m really sorry, sir. What can I do for you? B: I’d like to inquire about vacation packages, 5 nights in Orlando. I’d like a package that includes airfare and hotel accommodations. A: Orlando? Well, we can certainly arrange a wonderful holiday for you, sir, especially if you’re booking early. Will it be for one person on more? B: It’s for 4 actually. My wife, me, and 2 children, 8 and 10 years old. A: So you’d like a double room or two single rooms? B: Just a double room. A: Could I get your name and email address, sir? B: Hang on just a minute. You also provide car rentals don’t you? A: Yes we do, sir would you like to know our rates? B: sure. A: Here are the rated, sir. Compact - $21/day; Mid-size - $23/day, Full-size – $30/day; and Mini-Van - $36/day. Aside from the rental, there’s also 10% surcharge for taxes and fees. B: I’ll take a mini-van. A: How long do you intend to use the car? B: Three days. So how much is the vacation package again? A: %168/ person, but there’s a discount of 20% for the children. B: Roughly, how much would it cost? A: About #714.80, sir. B: That’s rather expensive isn’t it? Let me think about that. I’ll call back. A: Thank you, sir. But let me tell you that the 20% discount for the children is only good until the end of the week. B: I’ll take note of theat. A: Could I have your name and phone number, please? B: It’s Mr. Robertson, 882-1130. A: Thank you, sir. You don’t mind I suppose if I say you and your family deserve a vacation? B: NOT AT ALL. THANKS. A: Thank you for calling IMI Travel. Have a nice day. Bye.

B. Pronunciation

Instruction: Go over the text again. List down some of the words that represent the / / and / ow / sounds in the text. Then find a pattern to classify them.


/ / sound /ow/ sound

C. Practice by saying the following:

/ / saw /ow/ sow

Bald Both

Bought Bowl

Call Cold

Draw Dough

Flaw Flow

Fought Gross

Hall Load

Lunch Local

Mall Note

Talk Own

Thought Roll

Walk Row

War Though

Warm Told

warn Zone

D. Pronunciation Drills

1. Do I get a bonus point on my mileage? 2. Is that product produced locally? 3. Don’t get upset; I think I saw your name on the official list/ 4. You will see a sign in the hallway. 5. Are there malls around the city? 6. The three boxes of documents will be sent in two weeks. 7. Let me show you the time zone. 8. Can you phone me within the week? 9. You will have to comply with the airline rules. 10. Do you have a problem? Why don’t you make a toll free call?

E. Intonation Patterns

The third kind of intonation pattern is the ‘CIRCUMFLEX.’ This is used in sentences indicating choices. In the first choice, the voice goes up; while in the second choice, the voice goes down. Example:


Are you taking the economy or business class?

Exercises: Now use the circumflex. 1. Would you like a non-smoking or a smoking area? 2. Would you like some tea or coffee? 3. Is my rented car a Toyota or a Nissan? 4. Did you book me a single or a double room? 5. ARE THE CAR RENTALS EXPENSIVE OR REASONABLE? 6. IS THIS BUS LEAVING AT 10:00 OR 11:00 o’ clock tonight? 7. Do I pay in cash or traveler’s checks? 8. Will you have a dinner in a restaurant or in your room? 9. Will you go on a business or pleasure trip? 10. Have you booked me a ticket or not?

COMMUNICATIVE FUNCTION A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to

the common expressions used to apologize and offer something. B. Using techniques: Apologizing and Offering Something

USE THE FOLLOWING EXPRESSIONS TO APOLOGIZE:

“Sorry to have kept you waiting.” “I’m really sorry, sir/ma’am.” USE THE FOLLOWING EXPRESSIONS TO OFFER SOMETHING: “We can certainly arrange a wonderful holiday for you.” “But let me tell you that the 20% discount for the children is only good until next week.”

C. More practice: Can you add to the list?

Apologizing Offering something


Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic expressions used” do you know what they mean? List down the idioms you found in the text and explain how you understand each.


Idioms Used In The Dialogue Possible Meaning

Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box:

For ages Burnt out In a rut

Good as new Go full steam ahead Package vacation

Before you know it Itching to start Cover for you

What I’ve been looking for

A: I feel so tired and bored. It seems I’ve been working on this account _____________. B: you must be feeling _____________. You’ve been doing the same thing all your life, haven’t you? You have the signs. A: what signs? B: what you are going through right now. You’re tired and bored, and probably feeling __________. Those are the signs. Why don’t you take time out of your work and to say, the Caribbean? A: Hmmmnn that sounds like fun doesn’t it? B: if you want to spend a few days in the Caribbean, you can access this website: www.explorecarribean.com and book a _______________. A: that’s exactly ___________________. B: Hey, remember, while you’re on the vacation. I’ll _____________. So you forget your work and just enjoy yourself. And ___________, you’re _________________________. A: you’re sweet. B: it’s okay. Now, _____________ with your plan. A: I’m already _________________ my vacation.

GRAMMAR

A. Tag Question Exercise 1: Go over the 2 dialogues in this lesson. Underline the tag questions used. Exercise 2: list down other examples of tag questions. Tag Questions are questions placed at the end of a sentence. Note: We generally use a negative tag question after a positive sentence. “Mary is a call center agent, isn’t she?” Note: We generally use a positive tag question after a negative sentence: “Mary isn’t a call center agent, is she?”

http://www.explorecarribean.com/


Tag Question means mean either of these two: 1st : you are not really asking s question; you’re only inviting the listener to agree with you. In this instance, you have to project the voice by going down. “Vincent doesn’t look happy today, does he?

2nd : but if you are really asking the question with this intention. Your voice goes up to get a yes or no answer. “You haven’t met any rude clients today, have you?

B. Exercises: Complete the following sentences by putting the appropriate questions tag. 1. You’re not in a hurry, ________________? 2. Our manager speaks German, ________________? 3. The customer doesn’t need to get this information, ______________? 4. He’s not interested, __________________? 5. Be more cautious, ________________? 6. She hasn’t come back, _____________________? 7. The Director is still out, ___________________? 8. You didn’t book my flight, _______________? 9. You wouldn’t mind telling, ________________? 10. There are more customers now, ________________?

APPLY THE SKILLS

A. Simulation

1. You work for Canadian Immigration Consultancy. Help a customer who calls you about booking a Thanksgiving Holiday but on a tight budget. Give your reasonable options and suggest the best one.

2. A client would like to book for a weekend holiday for 25 people in a seaside resort. He inquires about your packages. What will you suggest to entice him to close the deal with you?

3. An executive calls to ask about a romantic 3-day holiday in Hawaii. He’s like the best accommodation for him and his wife. The deal includes hotel accommodation, food, and transportation services.


ASSESSMENT Criteria:

Spontaneity





Accuracy in the use of tag questions ---------------------------------------------------------------End of Day 4----------------------------------------------

Day 5

Offering product line and making the conversation going

OBJECTIVES

1. To meet clients’ needs with utmost care for customer satisfaction

2. To produce the /ae) and /a/ sounds correctly

3. To practice speaking using the different intonation patterns


4. To ask different kinds of questions to sound more natural in speaking

English

-------------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK

A. Dialogue CSR: Canadian Immigration Consultancy Links. Good afternoon. This is _________. Can I help you? CLNT: This is __________. I have a problem. I’m arriving in Houston at 8:00AM

tomorrow and I’m running late for a photo shoot so I need a car to pick me up at the airport and take me to the museum before 9 o’clock. Could you make arrangements for me?

CSR: We can do that. May I have your complete name, sir? CLNT: ___________, International Photography, Madison Square, New York. My flight

number is 707 PanAm. CSR: Sir, please hold the line for a few minutes. I’ll call Solomon Car Rentals and see if

there’s a car available for you. By the way, do you have any specific preference? CLNT: None. Any suggestions? How much is the rental? CSR: Our minimum is $63 an hour for an ordinary car. Would you like that or

something else, sir? CLNT: That’s fair enough, isn’t it? CSR: Oh, most certainly, sir. We offer the best details in car rentals. CLNT: All right. I’ll take your word for it. I’ll take it then. CSR: Let me run through the arrangement, sir. So you are (name) ____________,

flight number 707 PanAm will be picked up at the airport at 8:00AM. Your driver’s name is Nestor Miranda and you’ll be taking a whitr Camry with plate number Y41-TSD. You have to be at the museum before 9 o’clock. Did you get the details, sir?

CLNT: Perfect! CSR: Anything else I can help you with? CLNT: Nothing more. You’re such a big help. Thank you very much. CSR: My pleasure, sir. Bye.

B. Pronunciation Directions: Go over the text again. List down some of the words that represent the /ae/ and /a/ sounds in the text. Write your answers in the box.

/ae/ Sound /a/ Sound


C. Practice by saying these Extra words

/ae/ /a/

Add Almond

Bad Blond

Baggage Bottle

Bat Calm

Cab Card

Cap College

Caravan Cop

Crack Got

Fax Hobby

package[ Knowledge

Pass Mark

passport Palm

Stamp Plot

Transatlantic Psalm

Transfer Sharp

transportation shock

D. Pronunciation Exercises

1. I need a cab to take me to the hotel. 2. Why don’t you leave your baggage here? 3. Does this card serve as the key? 4. My luggage was accidentally taken by an old blonde woman. 5. How much does a Philippine Package cost? 6. I’ll have my secretary fax the document to you, sir. 7. Where’s the shortest way to Philippine Package? 8. How many reward points do I get for this flight? 9. There’s a caravan on Tenth Avenue. 10. Flights have to be canceled because of the war.

E. Review Intonation Patterns

Check if you still remember hoe three intonation patterns are used by reading the following sentences aloud. Use the appropriate intonation pattern foe each. “You remember the exact dates, don’t you? “I’ll get the tickets for you.” “Is this the way to Exit B?” Do we have to fill out the Departure Form now? “Is it the blue one or the white one?” “Which seat do you prefer – aisle or window?”


Note: The first pair of sentences is an example of rising and falling intonation. The first

one is a tag question and the second one is a simple statement. The second pair of sentence is an example of falling intonation pattern.

Questions of this kind are answerable by yes or no. The last pair of sentences is an example of circumflex intonation. They are

statements that indicate choices.

F. Intonation Pattern Exercises Exercise: Identify the intonation patterns in the following sentences. Write F for falling, C for circumflex, and R for rising intonation on the blank before the number. ____ 1. Take the new PNR train to Bicutan. ____ 2. Haven’t we met before? ____ 3. Let’s go to the counter now, shall we? ____ 4. Do you enjoy skiing or driving? ____ 5. This vacation package is unreasonably expressive. ____ 6. Is your child old enough to travel? ____ 7. You didn’t notice the warning sign at the lobby, did you? ____ 8. Are you taking the cruise with your whole family? ____ 9. Is it economy or business class? ___ 10. Do we get our tickets now? ___ 11. The stewards at PAL 101 are very friendly and accommodating. ___ 12. Would you like coffee or tea? ___ 13. Can we take a bus to the downtown area? ___ 14. Did you get a discount or not? ___ 15. Is that place in New Hampshire or Rhode Island?


A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to confirm and to express gratitude.

B. Techniques

Use the following expressions to make confirmations:

“Would you like that or something else, sir?”

“That’s fair enough, isn’t it?”

“Let me run through the arrangements, sir.”

“Did you get all the details, sir?”

“Anything else I can help you with?”


Use the following expressions to express your gratitude:

“You’re such a big help.”

“Thank you very much.”

“My pleasure, sir/ma’am.”

C. More Practice: Can you do the list? Can you add more to letter ‘B’ above?

Making confirmations Expressing gratitude


Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic

expressions used? Do you know what they mean? List down the idioms you found in the

text and explain in your own words their meaning.

Idioms used in ‘Prepare to Speak’ Possible meaning

Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic

expressions from the box:

adamant surcharge Mix up

slipped Money back Regular

Pay for Fr the longest time Coming up

A: Car Rentals, Patrick speaking. How may I help you?

B: This is Mr. Jackson. I’m afraid there’s been a ____________ and I’d like to clear

the matter as soon as possible.

A: What seems to be the trouble?

B: A week ago, I rented a small Civic economy car from your airport office, so my

son, who was arriving the following day could use it. The agent there told me I


could have the car at $25 a day, __________ included. When my son returned

the car yesterday, the agent was ____________ that he pay $30 plus 50 cents a

mile. My son paid the surcharge, but I think that wasn’t fair. I deserve my money

back, don’t I?

A: Was he the same agent you talked to?

B: Probably.

A: I see. Now I know what the problem is. That time you rented the car was the last

day of or mileage discount for economy cars. Charges for cars used the following

day reverted to the regular rate.

B: In that case, your agent should have made it clear to me. I’ve been renting cars

from your company ______________, and this is no way to treat a

____________ customer.

A: Indeed, I’m very sorry about that, Mr. Jackson. You’re right; the agent should’ve

informed you. The discount no longer covered cars used the following day.

B: That must’ve ____________ his mind.

A: I see no reason why you should ______________ this mistake. Please send me

the bill and your receipt of payment, and I’ll see to it that you get your

___________.

B: that’s very considerate of you, Patrick. Thanks.

A: Don’t mention it. Customer satisfaction is our main concern. By the way, in case

you’re interested, we have mileage discounts for middle-sized and luxury cars

_______ next week.

B: I’ll let you know. Thank you. Bye.

A: Our pleasure, Mr. Jackson. Bye.

GRAMMAR

A. Question Words, Yes/No Questions, Tag Questions

Go over the two dialogues in this lesson. Underline the question words, yes/no

questions, and tag questions used in the text.


B. Review

Do you still recall how the different kinds of questions are used? Write a short dialogue

given the following situations using tag question words, yes/no questions, and/or tag

questions.

Situation 1: it’s your first day on a call center work and you already encounter an irate

client. The client does not have most of the information you have to get from him/her in

order to process the request. What kind of questions are you going to ask to get the

information?

Situation 2: you are on the last day of your training sessions. The trainer encourages all

participants to ask questions for clarification or further explanation. What kind of

questions are you likely to ask to make sure you are prepared for your job after the

training?

APPLY THE SKILLS

A. Situation

1. A client calls to enquire about car rentals. On ordinary days, your cars cost $20, $30,

$40 for small, medium, and large sizes, respectively. The prices are inclusive of per

day insurance, tax, and mileage, except for gas. You also do inclusive weekend

arrangements at $29, $39, $49.

2. A client on holiday in Las Vegas calls to hire a car. He’s like a small car for the

weekend. He calls your agency to see what you can offer. The total cost, without

gas, should be $40.

3. A client makes an urgent call to ask you to sent a car at the airport, which is just a

kilometer away from your company. There’s no available small or compact car. You

want to clinch the deal so you try to convince her that a medium-sized one would

do. What would you say for her to agree with your suggestion?

Discuss in 5 minutes your plan for your personal development and its effect to yourself, company, family, and community/clients. Copy this and submit the result of your assessment to the teacher:

SPEAKING ASSESSMENT FORM Day 3:


The cruise staff department & Reservations

Name of Speaker: ______________________________________________

Name of Assessor: _____________________________________________

Topic: ________________________________________________________

Date: _________________________________________________________

How do you

rate yourself?

Grade:

NI, Good, Very Good,

Excellent

Your accent

Your paralinguistic standard – eyes,

arm movement, head-sway, pacing.

Your sentences?

Member’s/partner’s

impression

Write your short

impression

Does the speaker stutter/falter?

Does the speed vary?

How’s the speaker’s accent? Is it

rising and falling?

Does the speaker able to finish a

sentence naturally?

B. Teacher feedback

Criteria:

Spontaneity






Accuracy in the use of the different kinds of questions

--------------------------------------------------end of Day 5 --------------------------------------------------

Day 6

Conversation warm-up, long-turn, judgment, and opinion making with grammar focus

OBJECTIVES

1. To acquire strategies for small talk and fillers for dead air

2. To produce / / and /a/ sounds and pronounce words with correct

word stress

3. To master subject-verb agreement rules


-------------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK Dialogue A: Hi, _________! I heard you’re leaving for the US. B: Yeah. How’d you know about it? A: Of course, from the grapevine! B: It’s still hush-hush until the formal announcement. A: C’mon tell me. My lips are sealed. Trust me. B: My Unit Head recommended me for further training at the Head Office in Florida., and

I’m going to be away for three months. A: Lucky for you! What will you be training for? B: Public Relations. A: Oh my, isn’t that wonderful?! Congratulations! B: thanks. I’m quite thrilled, though I can hardly believe that among the short listed, I was

chosen. A: You’re the person for the job and the Board knew that. B: That’s quit flattering. But, you know the news came on such short notice that I have to

get my visa this week and also my things in two days’ time. Good it’s still summer there. Most of my clothes will do. Otherwise, packing would be impossible.

A: How can I be of help? Just tell me. B: So far, everything is falling into place. Thanks, anyway, I have to get going now. My

interview for the visa is at three 0’clock this afternoon. A: Okay, go! Good luck!

A. Pronunciation Directions: Go over the text again. List down some of the words that represent the / / and / a / sounds in the text. Write your answers in the box.

/ / sound / a / sound

B. Practice by saying the following aloud:


/ / / a /

About Arch

Among Balm

Attend Bottle

Attire Calm

But Card

Children comet

Cousin Drop

Cup Flock

enough Together

Famous Foreigner

Public Hobby

Subway Horror

Sun jog

The Knowledge

Tough Mark

Trouble Qualm

us Sharp

starch

C. Pronunciation Exercises 1. I want to stay calm but I just can’t help getting upset now. 2. In New York are we allowed to wear that kind of attire in the office? 3. Did you notice the sharp curve along Main Street? 4. The children have to go back to School even if the family situation is still rough. 5. What kind of trouble did your foreign get into? 6. I’ve got no knowledge about the increase in registration fee. 7. I have no qualms taking the subway to Jersey. 8. Among the agents, only one has reached an outstanding mark. 9. You just can’t imagine the horror that trip to Long Island brought us! 10. In the East, it’s not enough that you jog every day.

D. Word Stress

Element of Language Stress 1. Loudness (force or intensity) 2. Pitch (lowness or highness of sound) 3. Duration (the length of the stressed word is greater than the unstressed word)


Read the following words. Which syllables are stressed? 1. Customs 2. Maintenance 3. Itinerary 4. Coverage 5. Cashier 6. Baggage 7. Southern 8. Transatlantic 9. Mercedes 10. Mileage

To better acquaint yourself with word stress or stress, you must learn how to consult the dictionary. Two (2) Kinds of Stresses 1. Primary (‘) stress 2. Secondary (“) stress Some words have a secondary and primary stresses. Example:

‘ “ “ ‘ Circumstance manifestation ‘ “ ‘ Consequence penicillin

“ ‘ “ ‘ Evaluation registration

“ ‘ “ ‘

Humanitarian transportation

Compound verbs have a primary stress on the second syllables and a secondary stress on the first.

“ ‘ ‘ “ ‘

Understand outdo overflow


E. Exercise in Word Stress 1. For this company to survive, we need innovative marketing strategies. 2. It’s the company’s obligation to overhaul the recruitment process to better screen

applicants. 3. As a manager, his reputation as a no non-sense boss precedes him. 4. The classification of the different accounts depends on services rendered to clients. 5. Under what category should we place the complaint? 6. It is obligatory for all employees to get an NBI clearance. 7. Due to unavoidable circumstances, the airport was closed. 8. During the awarding ceremonies, he got a standing ovation. 9. The situation was such that he had no choice but to leave. 10. His associate nominated him for the position.


A. Exercises: Practice the dialogue in ‘Prepare to Speak’ with a partner. Pay attention to the common expressions used to engage in small talks.

B. Techniques/Strategies

It’s still hush-hush until… My lips are sealed. Lucky for you! Isn’t that wonderful? I’m quit thrilled. That’s quit flattering. I have to get going now. What do you think is the usual topic of small talks based on the expressions on the above list?

C. Discuss Briefly: /small Talks vs. Business/Formal Talk What do you think is the basic difference between the two?

D. More Practice: Can you add to the list?

Common Expressions in small talk Equivalent Expressions in Business Talk


E. Vocabulary and Idioms Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each.

Idioms used in the dialogue Possible meaning


Fill me in Dead air

Edgy

Keep me on my toes

No doubt about that Moment of silence

Acting up

Get back

A: Hi, ____! Nice to see you. Have a seat and ______________ on your latest job

experience. B: I like that. We recently had a workshop on avoiding _____________ while calling

calls. The next day the language coordinator checked our conversation with clients.

A: didn’t that make you __________________? B: Not really, just _________________. A: Good to hear that. B: There was this client who lost her flight schedule and connecting flight itinerary. A: that’s fairly easy to handle. B: ______________, but my computer gave me trouble. A: what did you do?


B: Well, I kept talking to her, not even a ________________. I told her I was

retrieving the information but my computer was ____________. It would probably take five minutes or so to pull up the information. I guess I sounded sincere she said she didn’t mind waiting. I said thank you and told her the computer was already running the data, and I was scrolling down to M to get her name, and I was very close. You see a damn second of waiting could mean a minute. So I kept talking to her and kept her informed about what was happening, and before we knew it the information flashed on the screen.

A: that was a good job. Congratulations. B: Well, I studied the expressions and practices saying them in front of the mirror.

After all, I wanted to impress the Coordinator (laughs).

GRAMMAR

A. Subject-Verb Agreement or SVA (Part 1: Rules 1-6) RULE 1: A singular subject requires a singular verb; a phrase subject requires a plural verb. Example: Ella takes the bus to work. Ella and John take the bus to work.

RULE 2: Titles of books, movies, etc., always requires a singular verb

Example: Gulliver’s Travels is on sale at eh bookshop Caribbean Cruises is offering big discounts for the Thanksgiving Holiday.

RULE 3: Amounts, distances, measurements, always require a singular verb. Example:

Fifteen miles is the distance between Xanadu and Island Paradise. Seventy dollars is the car rental fee.

RULE 4: When both positive and negative subjects are in the same sentence, the verb should take after the positive subject.

Example: The trainers, not the participants, are responsible for the materials.

RULE 5: Intervening words such as, “together with, as well as, along with, including,”


etc., do not affect the verb

Example: The training manager, as well as the team leaders, has submitted the monthly report.

RULE 6: The word “and” when referring to the same subject, requires a singular verb; “and” requires a plural verb when referring to different subjects.

Example: An old friend and my boss are at the same unit.

Exercise: Underline the correct form of verb 1. Customer Service Representatives (gains, gain) meaningful experiences in dealing

with different kinds of people. 2. The coordinator, as well as her subordinate, (was, were) on her way to the main

office when the Manager came. 3. That $5000 profit last week (is, are) the highest so far. 4. “Pirates of the Caribbean” (has, have) been surprisingly popular among the young

movie viewers. 5. I think “Romeo and Juliet” (is, are) not really about love. 6. When we travel, my mom and dad usually (pays, pay) in cash. 7. (is, are) five kilometers long? 8. The three customers, not the agent, (was, were) the ones who complained. 9. My friend and manager (wants, want) me to come along. 10. The agent and the team leader finally (breaks, break) their silence.

APPLY THE SKILLS Discuss in 5 minutes your plan for your personal development and its effect to yourself, company, family, and community/clients. Copy this and submit the result of your assessment to the teacher:

SPEAKING ASSESSMENT FORM Day 3:

The cruise staff department & Reservations

Name of Speaker: ______________________________________________

Name of Assessor: _____________________________________________

Topic: ________________________________________________________

Date: _________________________________________________________


How do you

rate yourself?

Grade:

NI, Good, Very Good,

Excellent

Your accent

Your paralinguistic standard – eyes,

arm movement, head-sway, pacing.

Your sentences?

Member’s/partner’s

impression

Write your short

impression

Does the speaker stutter/falter?

Does the speed vary?

How’s the speaker’s accent? Is it

rising and falling?

Does the speaker able to finish a

sentence naturally?

A. Simulation: Prepare a 3-minute role-play on the following situations. 1. A client asks about discounts at 3 hotels of her choice in San Francisco. She wants to

know the packages that suit her specifications. Your computer is very slow at retrieving the information, how will you fill in dead air so the client will not get impatient?

2. While you are pulling the information regarding a confirmation of flight schedule, hotel booking and car rental of your client from Arizona, the computer snags. Try small talk so the client will not mind waiting.

3. The information on connecting flights from North Carolina to Hawaii that the client wants is taking time as your system is slow. You try small talk as well as fillers to keep your client occupied while waiting.

B. Fishbowl Approach The class will be divided into two or three groups depending the size of your class. One group will observe the performers and take note of their strengths and weaknesses. Each observer will have a partner to observe. Then after the performance, the observers will critique the partner’s strengths and weaknesses according to the criteria set. Afterwards, the groups will shift roles.


Criteria:

Spontaneity probability of the situation




Accuracy in making the subject agree with its verb

Day 7

Making suggestions with accent focus

OBJECTIVES

1. To practice expressions in making suggestions

2. To produce / u / and / uw / sounds and correct word stress

3. To master subject-verb-agreement (SVA)

-------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK


A. Dialogue

A: Good morning, Mr. Robertson. International Jobs Travel on the line. Sir, you rang us up a few days ago about a vacation package you were planning to spend in Orlando. Have you made a booking yet?

B: No, um…I haven’t done anything yet. I was about to phone you, in fact. A: that’s a coincidence. Let’s see now. You were inquiring about 5 nights in Orlando

and car rentals, weren’t you? B: Yes. Nut I had to think about it because it was bit over my budget. A: That’s why I called, sir. IMI Travel has come up with special last minute packages.

Why don’t you consider our offer? I’m sure you’ll find one that’s easy on your pocket. Here are our packages.

Orlando, 5 nights, includes hotel accommodations, airfare, car service Option A: $188 with 10% discount for the first 20 bookings in 2 weeks Option B: $220 with 15% discount for the next 20 bookings in 4 weeks Option /c: $250 with 10% discount for the last 10 bookings in 5 weeks If I make suggestion, I’d recommend package A. all it requires is that you book

for 2 weeks in advance. It’s very easy to pay because we accept credit cards. Would this be fine with you?

B: Sounds all right. Book me then. A: Thank you, sir. Anything else? B: Nothing more. Thanks.

B. Pronunciation

Directions: go over the text again. List down some of the words that represent the / u / and / uw / sounds in the text. Write your answers in the box.

/ u / sound / uw / sound

C. Practice by saying the following aloud:

/ u / / uw /

Book Booth

Cook Cruise

Foot Fool

Full Group

Good Lose


Hood Proof

Push Prove

Put Route

Should Rude

Stood Rule

Would Truth

your whose


1. My last cruise to the Caribbean was full of welcome surprises! 2. Would you mind following even just the basic rules? 3. To avoid losing your baggage, make sure you put them all at the counter. 4. Which route do your clients prefer? 5. Did you visit the Bookish Boot in Lake City? I think it’s really good. 6. How many groups of Europeans are there in your neighborhood? 7. You have to present any proof of purchase to get your prize. 8. Some agents really have to push their customers to the limit just to get the truth

from them. 9. Isn’t it rude to bring our own cooked food to the party? 10. I can’t leave tomorrow night because of my hurt foot; so I will have to rebook my

flight.

E. Word Stress

Rules These are some of the generalizations about stress in certain groups of words: 1. Most words with two syllables are stressed on the first syllable.

airline Client duty Penny

baggage details eastern Prepaid

Booking dollars later transfer

business double local western

2. Intensive-reflexive pronouns are stressed on the word self or selves

yourself herself ourselves

myself himself themselves


3. Numbers in –teen receive the stress on the word –teen to distinguish it clearly from numbers in –ty.

Seventeen-seventy Eighteen-eighty

Fifteen-fifty Thirteen-thirty

4. Words ending in –ical, -ion, -sion, -ic and –ity always have their primary stress on the syllable before the ending.

Cancellation Confirmation

economic Equality

exclusivity Historic

Regularity satisfaction

5. Generally, when a suffix is added to a word, the new form retains the stress on the same syllable as the original.

Dutiful Guidance

Trainable Doable

happiness assignment

6. Words which show a shift in use as either a verb or noun differ in stress.

NOUN VEERB NOUN VERB

object object Subject Subject

present present conduct Conduct

permit permit contrast Contrast

record record address Address

progress progress rebel rebel

Generally, this rule also applies in two-word verbs.

NOUN VERB

Make up Make up

Pick up Pick up

Put on Put on

Turn over Turn over

F. Exercise in Word Stress

1. The injured were brought immediately to the hospital. 2. Our records show that more than 70% of our clients are satisfied with our services. 3. Talented people are sometimes misunderstood as smart-alecky. 4. Do you think that our projections for the coming year are attainable? 5. He expressed his condolences to the bereaved family. 6. We will reap a fruitful year if things go as expected.


7. There should be a close coordination between the management and the personnel department.

8. The committee on external affairs met to discuss new policy changes. 9. Such an admirable trait will never go unnoticed. 10. There’s a sharp contrast between a proactive and reactive manager.


A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to make a follow-up and give suggestions.

B. Techniques

Use the following expressions to make a follow up: Sir, you rang us up a few days ago… Have you made a booking yet? You were inquiring about… That’s why I called, sir.

Use the following expressions to give suggestions: Why don’t you consider our offer? If I may make a suggestion… Would this be fine with you?

C. More Practice: Can you add to the list?

Making a Follow up Giving suggestions

D. Vocabulary and Idioms Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each.

Idioms used in the dialogue Possible meaning


Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box

Dead air Throws back Is in for

Get back to How can I put it? May sound like a dumb question

A: Marionette….uhmm… _____________. B: Yes, are you saying something?

A: I was wondering if you could help me…I’d like to know …uhmm…what topics make for a good small talk?

B: That’s an interesting question. As far as I know, we can talk about the weather, sports, movies, and other entertainment news, current events, places, or anything safe and interesting to talk about. But never about politics, religion, and other very personal topics. Also nothing racist or sexist.

A: Yes, I understand that. My problem is – how do you know if the client _________

some small talk while waiting. B: I think the secret is for you to be sensitive to know the answers. A: This _____________, but could you tell me how to gauge a client’s response. B: Listen to the tone of his voice. If he sounds lukewarm or unfriendly even if he

answers your question, he’s not encouraging any conversation. You better hurry locating the information he wants. For example, you say, “Nice place to spend the weekend” and he answers “Oh yeah” and keeps quiet.

A: How do I fill in _______________? B: Sound sincere in saying you’re retrieving the information he needs, but it’s

taking a longer time. Ask if you could just call him back. If he agrees, get his phone number. If he says he’ll wait, ask for 2-3 minutes. Don’t keep quiet though. Say something like you’re doing your best to be quick but the system is really slow, but assure him you’ll soon get there.

A: Okay, thanks for that. Let me ________________ client response. If the client sounds enthusiastic, does that mean he’s inviting a conversation?

B: Yes, especially if he _________ a question at you after answering. Be careful though not to overstretch the conversation. One thing more, sound sincerely enthusiastic, too.

A: That sounds great. Thanks. B: I have to go. See you.

GRAMMAR

SUBJECT-VERB AGREEMENT (Part 2: Rules 7-10)


RULE 7: “Neither…nor, neither…or” require a singular verb, if both subjects are singular. It not, the verb follows the subject closer to it.

Example: Either James or the ladies are ready for the presentation. Neither the guest speaker nor the coordinator was present. RULE 8: Indefinite pronouns like “anybody, everybody, anyone, no one, each, nobody, somebody, everyone, not one, someone, every,” etc., always require a singular verb.

Example: Everyone loves going to the beach. Each of the packages has been disconnected. RULE 9: “Few, both, several, many” always require a plural verb. Example: A few of them think we should go as planned. Many of them go to the movies on weekends and holidays. Both have the right to complain. RULE 10: “A number of” requires a plural verb; “the number of” requires a singular verb. Example: A number of customers have already complained. The number of agents receives a free vacation package to Hong Kong. Exercise: Supply the correct form of the verb based on the given word in the parenthesis.

1. Neither the passengers nor the flight steward (be) _____________ aware of yesterday’s problem.

2. Despite his annoying habit, no one in the department (have) ___________ called his attention.

3. The number of applicants (expect) ____________ to get the 50% discount from last week’s promo.

4. Several issues (have) ____________ been raised at the meeting. 5. Not one of these choices (be) __________ promising. 6. For the past weeks now, neither my customers nor my team leader (have) ________

complained. 7. I am pretty sure! Both (be) __________ getting Vacation Package B. 8. A number of flights (have) _______________ been canceled. 9. Each of the participants (get) _____________ a package tour to Rhode Island. 10. Either the consultant or the clients (be) ____________ making it difficult for the

company.

APPLY THE SKILLS


A. Simulation: Prepare a 3-minute role-play on the following situations.

1. A client asks about several vacation packages for a family of 5 in the East Coast. Give

him the best options so you can close the deal right away. 2. A client wants to book for a two-week honeymoon in New Mexico. He has a limited

budget. Offer several packages that are within his budget do he’ll be able to pick the one that he thinks is the best choice.

3. A couple wants a mountain hideaway for a week. Give the caller 5 choices in the West Coast. See to it that they book their choice before the call ends.

B. Fishbowl Approach

The class will be divided into two groups. One group will observe the performers and take note of their strengths and weaknesses. Each observer will have a partner to observe. Then after the performance, the observer will critique the partner’s strengths and weakness according to the criteria set. Afterwards, the groups will shift roles. Criteria:





Accuracy in making the subject agree with its verb ----------------------------------------------End of Day 7 ---------------------------------------------------------------

Day 8

Giving assistance and instructions

OBJECTIVES

1. To practice more expressions in giving assistance or instructions

2. To practice / p / and / f / sounds

3. To practice proper sentence stress to show emphasis


-------------------------------------------------------------------------------------------------------------------------


PREPARE TO SPEAK

A. Dialogue CSR: United Airlines. This is ______. How may I help you? CLNT: Yeah. I need to get the fastest ride from the Chicago Airport to John Hancock

Center. CSR: May I get your name, Ma’am? CLNT: This is Vida Ritchie. CSR: What time are you arriving at the airport? CLNT: About9:30AM. But I have to get to Hancock Center before 10:30. CSR: all right, Ma’am. The fastest way to get there is through the Express Train on

NorthEast Line. CLNT: where do I take that? CSR: you’ve got to exit through Gate A and walk about 20 meters to the waiting

lounge. There you’ll see a number of slot machines. Look for slot machine E to get your single journey ticket to Hancock Station. The center is a 5 minute walk from the station.

CLNT: Hold it! How long is it from the airport? CSR: It’ll only take you 15-20 minutes. CLNT: Uh-uh. I’ll take that. You’re a big help. Thanks. CSR: My pleasure, Ma’am. Hope you enjoy your trip.

B. Pronunciation

Directions: Go over the text again. List down some of the words that represent the / p / and / f / sounds in the text. Write your answers in the box.

/ p / Sounds / f / sound


/ p / / f /

Appeal Affair

Beep Beef

Cop Cough

Deepen Deafen


Lap Fact

Leap Fair

Open Feign

Pace Fin

Pact Foot

Pain Laugh

Pair Leaf

Pin Often

Pony Phase

put phone


1. Most customers are not willing to get the latest pair of Fairmount shoes without the

50% discount. 2. I need to get a phone call to Pony Island. 3. The Team Leader couldn’t help but laugh when she saw my wild pink laptop. 4. Do you think we can make it to the next phase in the training considering our pace? 5. Everyone has to wear the blue pin to see the dolphin show. 6. One of the cops could not accompany the customer to the hospital because of his

severe cough. 7. The Manager has expressed the need of the company is beef up its shares. 8. While on the Cinetrain, please don’t forget to put your feet under your shoes. 9. I’d definitely go to the fanfare on Friday. 10. More than fifty guests expressed their desire to be at the evening affair tomorrow.

E. Sentence Stress: the general rule is that content words are stressed and function words are not stressed unless the speaker wants to give special emphasis to them. Content Words 1. Nouns 2. Verbs 3. Adjectives 4. Adverbs 5. Demonstratives 6. Interrogatives

Function Words 1. Articles 2. Prepositions 3. Personal Pronouns 4. Possessive adjectives


5. Relative pronouns 6. Common conjunctions: and, but, yet, so 7. The word ONE when used as pronoun 8. Auxiliary Verbs and Linking Verbs

However, when these are used at the end of the sentence, they are stressed.

Example: A: This is wrong. B: It is correct. I know it is.

And when they are used in tag questions: Example: You did not make a reservation, did you? You are taking a holiday, aren’t you?

F. Exercise in Sentence Stress Read the following short dialogues. Take note of the sentence stress A: Hey, did you say you are quitting? B: I did. Why? What’s wrong with quitting? A: Only cowards are quitters. B: Only fools don’t change their minds. A: You’re a fool, aren’t you? B: You’re a coward, quitter!


A. Exercise: Practice the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to respond to a customer who asks for assistance. Observe the proper way of giving instructions.

B. Techniques:

Use the following expressions to respond to a customer who asks for assistance:

“What time are you arriving…?”

“The fastest way to get there is…”

“It’ll take about…minutes.”

Use the following expressions to give instructions:


“You’ve to exit through…”

“Walk about _________________ meters…”

“Look for…”


Responding to a customer asking for assistance

Giving instructions


Exercise 1: go over the dialogue box again. Can you identify some of the idiomatic

expressions used? Do you know what they mean? List down the idioms you found in the

text and explain how you understand each.


Exercise 2: Complete the dialogue below with the appropriate vocabulary and Idiomatic

expressions from the box.

hurdles On me shrugged

Run into All ears Baptism of fire

Got down to business Went to that length

A: Hey, good to see you, Brooke! How have you been?

B: Same here, Marionette. Well, I’m okay. Talking of mental telepathy, I was wishing I’d ____________ you today. A: Really? Me, too. You see, last time I wanted to talk more about fillers and dead air but time was short. B: it’s all right. I’m relieved I didn’t have my _______________ the first time I was on board. I guess I did finally fairly well because I was able to deal with the clients without any hassle. A: Congratulations. You __________ the acid test.

B: I wouldn’t have made it without your help.


A: What would you like to order?

B: No, order what you want. It’s ____________.

A: There are still some things I’d like to discuss with you – some realizations while I was taking calls. B: I’m __________. Tell me.

A: I realized that client-call agent communication was easy because I was relaxed

and I was myself. I also listened carefully for information that could keep the

conversation going. Guess what, I was conversant on small talk topics because I spent

lots of time reading and watching American sitcoms to get myself accustomed to the

accent.

B: You ____________? You’re marvelous!

A: If the client didn’t respond to my question, I didn’t take it personally, so I didn’t feel bad. I just ____________ my shoulders and ___________. I was friendly, and accommodating. B: I bet the next time you go on board, you’re a veteran.

A: Not really, but more confident.

B: Give me five.

GRAMMAR

SUBJECT-VERB AGREEMENT (Part 3: Rules 11-14) RULE 11: Mass nouns like “water, air, wind, fire, space” require a singular verb. Example: Wind blows stronger in Midwest. Space is maximized in an airplane. RULE 12: Collective nouns like “family, army, orchestra, crow, audience, herd, flock, team, convoy, staff” require a singular verb if they are taken a whole or collectively, and plural when the individual members are thought of as acting separately. Example: My family is leaving for Tallahassee next month. My family are going on their separate ways to explore the place. RULE 13: Some common and proper nouns ending in –s including –ics are singular and take a singular verb. Example: No news is good news.


This series of exhibits is fascinating. RULE 14: Nouns occurring in sets of 2 take the singular form when the word pair is present, but they take the plural form when the pair is absent regardless of whether one pair or more is being referred to. Example: A pair of leather shoes is what I need to get on this trip. My only black leather shoes are old now.

Exercise 1. A: What (does, do) your family plan to do this summer?

B: My parents (plan, plans) to go to Florida.

2. A: What kind of news (is, are) that? B: I know it’s terrible! I think the information (has, have) been tampered with.

3. A: How much (is, are) a pair of Gucci sunglasses nowadays.

B: It’s rather expensive now. Why (doesn’t, don’t) you wait till the sale season?

4. A: Why (does, do) everybody seem agitated? B: I think some space (is, are) what we all need right now.

5. A: Why (is, are) the audience complaining?

B: Well, the whole team (hasn’t, haven’t) arrived yet.

APPLY THE SKILLS

A. Simulation: Prepare a 3-minute role play on the following situations: 1. A client is arriving at the airport one and a half hours before his scheduled lecture in

a university. He has to arrive at the place at least 30 minutes earlier so he can still compose himself, aside from checking the venue and the necessary visual aids. Give him the shortest route or ride to the university.

2. A client from Philadelphia lost his plane ticket and asks how he could get a new one. The ticket is part of his 3-night vacation package I Holiday Inn South Beach Resort in Miami.

3. A client wants to book for three nights at the Miyako Hotel Los Angeles. He is asking foe several packages. Suggest the best option. Once he decides to book, ask if he could guarantee his reservation with a credit card.

B. Fishbowl Approach The class will be divided into two groups. One group will observe the performers and take note of their strengths and weaknesses. Each observer will have a partner to


observe. Then after the performance, the observers will critique the partner’s strengths and weaknesses according to the criteria set. Afterwards, the groups will shift roles. Criteria:





Accuracy in making the subject agree with its verb ----------------------------------------------End of Day 8 ---------------------------------------------------------------

Day 9

Giving Assistance and handling queries with accent and grammar focus

OBJECTIVES

1. To use expressions in giving assistance and handling direct flights.

2. To practice / b / and / v / sounds

3. To emphasize a particular idea within a sentence using proper intonation and

stress



-------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK

A. Dialogue – Direct Flights CSR: Maple Airline. This is Jane. Can I help you? CLNT: yes, please. Do you have a direct flight from Seattle to Memphis? CSR: Let me check that for you, sir. Do you mind giving me a moment? CLNT: Not at all. CSR: when are you leaving, sir? CLNT: On the 18th of this month. CSR: we have one direct flight on that day, sir. What time are you leaving? CLNT: is that flight available in the morning? I plan to leave around eight. CSR: Oh, I’m sorry, sir, but it’s not. Our only direct flight is the last flight for the day,

which is at eleven twenty in the evening. CLNT: I see. Oh well, I think I’ll have to check with another airline then. Thanks for your

help anyway. CSR: You’re welcome.

B. Pronunciation Directions: Go over the text again. List down some of the words that represent the / b / and / v / sounds in the text. Write your answers in the box.

/ b / Sounds / v / sound


/ b / / fv/

Ban Rove

Bane Vain

Beer Van

Best Veer

Bet Vest

Biking Vet

Boys Viking

robe voice



1. I bet your vet is better than mine. 2. Don’t veer away from the conversation. You must explain why you have to take beer

every morning. 3. I believe my vanity is a bane rather than a boon. 4. My mom used to tell me how she met an interesting Viking while biking the village. 5. The members of the San Diego Boy’s Choir got the most angelic voices I have ever

heard. 6. In Vienna, huge vans are banned on weekends. 7. Do you happen to know where to get the best piece of vest? 8. I would like to spend my next vacation close to a bay up north. 9. Did you see the beautiful vivacious customer we had last week? 10. A V-neck would be best for your body type.

E. Intonation and Stress In normal speech, intonation is not only made at the end of the sentence, but also within the sentence. This is called now d]final intonation. The voice rises on a stressed content word or a specialized function word to emphasize a particular idea other than the word at the end of the sentence. This generally happens in sentences showing comparisons and contrasts, in compound sentences showing comparisons and contrasts, in compound sentences, and in complex sentences. Examples: 1. Comparisons

Using a mobile phone is more convenient than using a landline. In comparisons and contrasts, the idea compared or contradicted requires a rise in pitch (the musical tone with which we pronounce the stressed syllable) to show emphasis.

2. Compound sentences

The first sentence ends with a rising-falling pattern. The second unit observes the rule of the final intonation.


“Let’s take the package tour; it’s cheap.”

3. Complex sentence: Conditionals “If you book now, you’ll get a 30% rebate.”

F. Exercise in Intonation and Stress

1. Each class takes five hours, and there are five classes a week. 2. The client wants to rebook her flight, but she refuses to pay extra charge. 3. Are you going to Denver or Aspen? 4. Has the client agreed to pay the penalty charge or not? 5. Is your flight tonight or tomorrow? 6. Will you meet your friend or do you prefer to go home? 7. Lisa speaks more fluently than I do. 8. Karen can type faster than Ana. 9. It’s more economical to hire a local than an expert. 10. I’ll book the room, but please hold it until 11 tonight.


A. Exercises: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to give assistance to client’s inquiries.

B. Techniques: use the following expressions to give assistance to client’s inquiries.

“Let me check that…” “When are you leaving, sir?” “Oh, I’m sorry, sir, but it’s not.”


Giving assistance to Client’s inquiries






Tricks of the table Put a premium on

Pretty occupied The ins and outs

Better said than done Wrap up

A: Excuse me, have we met before?

B: you look familiar

A: May I join you?

B: Sure, why not?

A: You seem __________. By the way, I’m Mike.

B: Pleased to meet you, Mike. I’m ____________.

A: Nice name for a pretty lady, huh?

B: Thank you. If you’ll excuse me, I want to finish my notes.

A: Notes? Oh, sorry. Go on with what you’re doing.

B: I’m learning the ________________.

A: Huh, what do you mean?

B: I just came out of a workshop on Customer Service.

A: Now I remember \, we met during the orientation. You’re from the Travel

Account.

B: You were saying a while ago, you were learning…


B: The tricks of the trade ________________ of being a Customer Service

Representative.

A: You know American clients __________ efficiency. Actually, I’m listing down

some important points to remember.

B: Good, I saw you. I need that, too.

A: OK, efficiency means giving your clients the accurate information they need at

the shortest possible time possible. It’s assuring that while they’re waiting, we’re

processing data. It’s not leaving a moment of idle silence. This is where SMALL

TALK of FILLERS come in. once the information is ready, we __________ our

SMALL TALK and FILLERS and lead the client to the information at hand.

B: Always ____________.

A: Yeah, that’s why we have to work on it.

GRAMMAR

Subject-Verb Agreement (Part 4: Rules 15-20) RULE 15: Fractions and percentages take the singular form when they modify a mass noun and the plural form when they modify a plural noun; either the singular or the plural may be used when they modify a collective noun. Example: Mass – Fifty percent of the clients are satisfied with our services. Plural- Two thirds of the clients are satisfied with our services. Collective- Ninety percent of the population (is/are) Christians. RULE 16: Confusion with “majority” and “minority” – they have three related but slightly different meanings

A. An abstract or generic meaning that refers to superiority of numbers, the reference can be human/non-human, but the number is always singular.

Example: The great majority is in favor of the 30% percent discount.


B. A specific meaning where one or two or more sets has a numerical plurality (majority) or numerical inferiority (minority), the examples make references to political parties, and grammatically these are the collectives and can be either singular or plural.

Example: The majority was/were determined to get a refund of its/their advance

payment

C. A specific meaning where most (majority) or less than half (minority) of an explicit set of persons is being referred to, the S-V agreement is always plural.

Example: A majority of the agents are promoted every year.

The majority of Democrats are opposed to that additional official holiday.

RULE 17: The use of “none, all, each, every”. “None” means “not one”, and when none refers to a mass noun, the inflection is singular.

Example: None of the information is accurate. But when “none” refers to a plural noun either singular or plural inflection may be used. Example: None of the customers (like/likes) the agent. None of those production managers (was/were) informed. If the noun that “all” modifies is a mass noun. Subject, then S-V agreement is singular. Example: All (of the water) in the Midland is still crystal blue. If “all” modifies a countable plural subject noun, S-V agreement is plural. Example: All (of the) customers are satisfied. “Each” or “Every (one)” – when the quantified subject noun is singular, the S-V agreement is always singular. Example: Every participant was given a handbook. Even with these examples

Example: Each of the examples was relevant. Everyone of these athletes gets a reward from the President


RULE 18: Proximity rule Example: There is a manager and two team leaders in the conference room. There are two team leaders and a manager in the conference room. RULE 19: Relative – clause antecedents Example: Leah is one of the few employees who have been in the company for more than ten years.

She is one of the best agents that have ever worked to this company. I am one of the team leaders who manage a group of more than thirty agents in this company.

RULE 20: When a clause functions as a subject, the S-V agreement is singular regardless of any plural noun phrases that occur as part of the subject clause or the verb phrase. Example: That the agents clamor for a salary increase doesn’t surprise me. What customers want is a more affordable package tour.

Exercise:

1. Only twenty five percent of the package (has, have) been paid.

2. Why (doesn’t don’t) the agents get the information from their Team

Leaders?

3. How much of the company population (is, are) coming?

4. Only a majority of agents (has/have) submitted their monthly report.

5. None of the news about the cancellation of flights (is, are) true.

6. I guess there (has, have) been a mistake in the memo I received yesterday.

7. At the computer station (is, are) the files the manager has been looking for.

8. Every customer in this company (is, are) our priority.

9. Roger is one of the trainers who (comes, come) really prepared.


10. What the company offers the clients (is, are) a 20% off on selected items.

APPLY THE SKILLS

A. Simulation: Prepare a 3-minute role-play on the following situations: 1. A client calls about direct flights from Honolulu to France. She wants to know what’s

available. Include air fare rates.

2. A client wants to know about direct flights from Los Angeles to Florida. She is also asking about discounts.

3. A client is asking about the schedule of direct flights from Chicago to London. She is asking if the ticket is refundable in case she books two weeks earlier then the departure date.

B. Fishbowl Approach The class will be divided into two groups. One group will observe the performers and take note of their strengths and weaknesses. Each observer will have a partner to observe. Then after the performance, the observers will critique the partners’ strengths and weaknesses according to the criteria set. Afterwards, the groups will shift roles.

ASSESSMENT Spontaneity probability of the situation




Accuracy in making the subject agree with its verb ----------------------------------------------End of Day 8 ------------------------------------------------------


Day 10

Giving Special Offers with accent and grammar focus

OBJECTIVES

1. To practice expressions in giving special offers and discounts

2. To produce / p / and / b / sounds

3. To review correct word stress, sentence stress, and intonation patterns

4. To review subject-verb agreement (SVA) rules

-------------------------------------------------------------------------------------------------------------------------


PREPARE TO SPEAK

A. Dialogue – Booking Cruise CLNT: 1-800-672-7485 Agent: Canadian Immigration Services. Good morning. This is ______. How may I help you? CLNT: I’d like to book for a four-day cruise to the Caribbean. Agent: Is it the Royal Caribbean or the Celebrity Cruise? CLNT: Royal Caribbean. Agent: That’s very timely for our discount offers. CLNT: Could you tell me about that? Agent: Yes, of course. If you book any Royal or Celebrity Cruise in the next two more

weeks, you’ll receive a free hotel vacation, which includes 3 days and 2 nights. CLNT: Sounds good, huh? Book me then. Agent: Ma’am, to qualify the package cruise, you have to get the $2000/cabin or greater

and should be paid in full with a Mastercard in the next three days. CLNT: Uh-uh. Can that be for two? I want to take along my husband? Agent: Definitely, ma’am. CLNT: That’s settled. Agent: Thank you for calling. Enjoy your cruise.

B. Pronunciation Directions: Go over the text again. List down some of the words that represent the / p / and / b / sounds in the text. Write your answers in the box.

/ p / / b /

C. Practice by saying the following words aloud

/ p / / b /

Pin Bin

Pad Bad

Tap Tab

Lapel Label

Repay Rebate

Pill Bill

Repel Rebel

Cup Cub

Lap Lab

Stop Stab


Top Tub

Pack Back

pest best


1. Let’s stop by the lab before going home today, shall we?

2. Our manager stays at the most expensive pad in the city.

3. My parents came back from Europe with a huge pack of chocolates.

4. How much was your bill for that cup of coffee?

5. The customer has requested to us to provide a bin for green tea.

6. My customer is the famous producer of the best pesticide in the country.

7. How much did the company pay for your rebate?

8. The grand opening for the tour of Big Ben is set on Friday.

9. The agents have to ask the customers to stop collecting too many stubs for free

meal.

10. The Team Leaders asked the agents to label the top of their desks for identification.

E. Review : Word Stress, Sentence Stress and Intonation Mother: Are you calling in sick today?

Daughter: Yes.

Mother: Will you call your boss yourself, or I’ll do it for you?

Daughter: Thanks, Ma. But it’s better if I do it myself.

Mother: I think so, too. Better call now, and then stay in bed. An ounce of

prevention is better than a pound of cure.

Daughter: This is nothing serious. You don’t have to worry too much, mom.

Mother: Ok, just stay in bed.


A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay

attention to the common expressions used to offer a product or service to the client.


B. Technique: Use the following expressions to offer a product or service to the client: “That’s very timely for…” “If you book any…you’ll receive…” “Ma’am, to qualify and get the package, you have to be…” “This should be paid in/through…”


Expressions used to offer a product or service to the client

D. Vocabulary and Idioms Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each.



nosy Breathing space Too absorbed in

Get used to profitable Paths crossed again

sparingly Summing up Graveyard shift

A: Hey, Marionette! Our __________. Still busy?

B: Hi, Mike. Yeah, this is the last day of our workshop.

A: You can have some __________ now.

Only to some extent, because starting next week, I’ll be on the ____.

B: You’ll ______________ it, just as I did.

A: Yeah, you’re right.

B: What are writing? When I saw you, you were ________ whatever you’re doing.

A: I’m __________ the main points of the workshop.


B: And what is it this time?

A: You’re kind of __________, huh? Just kidding.

B: Not really, just interested.

A: Ways to avoid misunderstanding. First is to restart what the client said. Another

is to ask for a repetition if you didn’t catch what he meant. This should be done

_______ though because it might give the client the impression that you weren’t

attentive. Next is to ask for more information. Then, you can have a combination

of the first three. Lastly, check if the client has nothing else left to say.

B: You definitely remember well, huh? This has been _____________ day for me.

See you around.

A: Bye. Till next time.

GRAMMAR Exercise 1: Subject-verb agreement (Review: Rules 1-20) Check if you still remember the SVA rules. Read the dialogue below and encircle the correct form of the verb in the sentence. A: Canadian Immigration Services. Good morning. This is ___________. How may I help you? B: I am looking for a very affordable vacation package to Hawaii. Do you have anything between $300-$500 right now? A: There (1. is, are) three different packages at the moment, ma’am. Would you

like me to go over them for you? B: Sure. A: Our cheapest package is the $330 inclusive of airfare, economy, hotel

accommodations, 1 room, double occupancy, and breakfast. This package (2. is, are) for 3 days and 2 nights.

B: That sounds good! But I’d like to hear the rest.


A: Ma’am, we also have a $400 package which is also for 3 days and 3 nights. This (3. includes, include) airfare, economy, hotel accommodations, one room for double occupancy, with breakfast, lunch and dinner.

B: Uh-huh. How about the last one? A: The third one (4. costs, cost) $500 for 4 days and 3 nights, including airfare,

economy, hotel accommodations, single for double occupancy and transportation services. Which one (5. Sounds, sound) reasonable for you?

B: Well, I find it tough to decide now. Do you have any suggestions? A: Actually, majority of our customers (6. gets, get) the $500 package with

transportation services because in Hawaii, getting a transportation service (7. is, are) rather expensive.

B: Is that so? Until when is this promo effective? I think I still have to talk to my husband about it.

A: The packages (8. Is, are) only good until next week, and then I have to tell you that this $500 package (9. has, have) only 3 more slots to go. So I really cannot assure you that this will still be available when you call.

B: That’s ok. But I’m also in a tight budget now. A: Ok, ma’am our company (10. is, are) always here to help you. Call us back

anytime. We’ll be happy to serve you again. B: Thank you very much. I’ll definitely call back. A: Thank you for calling Travel Links. Have a nice day. Bye.

APPLY THE SKILLS A. Simulation: Prepare a 3-minute role-play on the following situations.

1. A couple calls asking about a four-day cruise to the Bahamas in summer. Give them three different rates from three shipping lines.

2. A man inquires about a Thanksgiving cruise in New Orleans. Give him discounted

rates.

3. A would-be-husband would like to book a two-week honeymoon cruise to the Caribbean. He can afford to spend extravagantly so give him the best package and discuss terms of payment by VISA/MasterCard.

B. Fishbowl Approach The class will be divided into two groups. One group will observe the performers and take note of their strengths and weaknesses. Each observer will have a partner to


observe. Then after the performance, the observers will critique the partners’ strengths and weaknesses according to the criteria set. Afterwards, the groups will shift roles.

ASSESSMENT Spontaneity





Accuracy in making the subject agree with its verb ----------------------------------------------End of Day 10 ----------------------------------------------------

Day 11

Giving Options/Verb Tenses

OBJECTIVES

1. To practice expressions in giving options

2. To produce the / k / and / g / consonant sounds

3. To improve one’s rhythm of speech through proper phrasing

4. To review the different forms and functions of verb tenses

-------------------------------------------------------------------------------------------------------------------------


PREPARE TO SPEAK

A. Dialogue A: Thank you for calling CIC TRavel . This is Kenneth. May I help you?

B: I need a direct flight to Houston. What do you have available?

A: I’m checking to see what’s available…Okay, I found one on Cargo Air for $417,

direct flight.

B: No, way! That’s unreasonable. Give me some other options.

A: Okay, sir. I’ll check with other airlines. Would you mind holding?

B: Good. I don’t mind waiting.

A: There are three other flights from San Francisco to Houston. Please take note of

these flights and the rates:

Continental Airlines: Direct Flight: $346

1. Depart 12:33PM Arrive 6:06PM

2. Depart 6:30AM

Arrive 12:14PM

San Francisco, CA Houston, TX San Francisco, CA Houston, TX

United Airlines: Direct Flight: $346

3. Depart 11:16AM Arrive 5:06PM

San Francisco, CA Houston, TX

B: The price is the same. I’ll take the United Airlines and book me on this flight.

A: I’ll do that. Sir, let me give you s brief rundown of your flight schedule. You’re

asking United Airlines leaving San Francisco at 11:15AM and arriving Houston at

5:05PM. Airfare is $346.

B: Thank you. Can I pay cash at the airport?

A: Yes, you may, but please confirm your flight and pay at least a day before

departure. Anything else, sir?

B: That’s all. Thank you.

A: You’re welcome. Happy trip, sir.


B. Pronunciation

Directions: Go over the text again. List down some of the words that represent critical sound in the text. Write your answers in the box.

/ k / / g /

C. Practice Producing the following:

/ k / / g /

Akin Against

Carry Ago

Coin Beg

Keep Begin

Kind Eager

Leak Gain

Maker Gold

Rock Good

Seek Gun

Take mug

D. Pronunciation Exercises 1. I’m hoping nobody here is against gun ban. 2. There were really good packages offered last month. 3. Our tourist guide was very kind and eager. 4. Should our policy makers be lawyers? 5. Always remind the clients to keep their valuables in a safe place. 6. I bought you a Parisienne souvenir mug. 7. What do you actually gain from travelling? 8. The new batch of agents is going to begin receiving official calls next week. 9. Do you mind carrying my luggage to the counter? 10. Please encourage your customers to take the evening flights this week.

E. Phrasing (Making Pauses and Stops)

Phrasing:

The rhythm of speech can be improved through proper phrasing or dividing the words according to related thought units. The following selection is marked with a single bar like this (/) and double bars like this (//) to indicate pauses. The single bar (/) is a


brief pause to group together related ideas and the double bar (//) is a longer pause marking the end of the thought unit. At this point, you can breathe before you proceed to the next line.

Practice reading. Observe correct phrasing:

Each language / has its own music / with characteristic cadence / rhythm / and inflection // and if an adult is to learn to speak a new language correctly / he must give full value to these peculiar qualities. // It is as if he were learning to play / a new musical instrument. // English is a formidable language / filled with tongue twisting combinations of vowels and consonants / that may be pronounced quite differently / as they occur in various words / that look alike. // Foreigners / well educated in their own language / and sensitive to its beauty and grace, / have a natural desire to speak the language of their adopted country / not only with grammatical correctness and precision / but also with proper pronunciation, / accent and intonation. // Others not so well educated / need to know how to speak clearly / for their own protection and comfort. // Too often / embarrassing mistakes in pronunciation / result in unfortunate misunderstanding and setbacks. It is almost impossible / to acquire this skills from books alone. // it is difficult to acquire from listening to casual conversations. // it must be gained by painstaking effort / through continuous drill and practice. Exercise: (Read the following selection and put the correct mark – single (/) or double (//) to indicate proper phrasing.)

“They gave their lives foe their country, and gained for themselves a glory that can never fade, a tomb that shall stand as a mark forever. I do not mean that in which their bodies lie, but in which their renown lives after them to be remembered forever on every occasion of speech or action which calls it to mind. For the whole earth is the grave and monument of heroes. It is not their deeds; but even in lands where they were strangers their lives an unwritten record in every heart – felt, though never embodied.”

-Pericles


A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used in giving options.


B. Techniques: Use the following expressions when giving options:

“There are (three) flights available…”

“Let me give you a brief rundown of your…”

C. More Practice

Giving Options





direct flights day off

connecting flights time’s gold

up to our necks in a rush

inviting me out up to something

to treat raring agree with make a lot of difference

A: What calls did you handle today?

B: Mostly questions on __________. Seemed everybody was ____________.

A: Because there’s a three-day weekend and vacationers can’t afford to waste time

on _______________.

B: Yeah, I agree with you ____________ an want to get the most of our vacation.

Why, even an hour saved on flights can __________!


A: I think so, too.

B: By the way, when’s your __________?

A: Thursday. Are you _____________?

B: Yeah, we have been __________lately, and I believe, we deserve

__________ourselves to some fun.

A: Of course! Hmmmm…wait, do you mean to say you’re __________?

B: If you want. You know I was just thinking of a two-day cruise along the harbor

sunset. Then we’ll have a dinner at the Manila Bay Restaurant. I’m __________

to eat some seafood.

A: Seafood is great, but I don’t think they ____________ me. You know…allergies.

I’m sorry.

B: No cause for worry. There are other restaurants. Okay?

A: Sure. That’s very nice of you.

GRAMMAR

Verb Tenses

The different tenses refer to the time when an action happens. Thus, is speaking and in writing, we have to indicate whether something is happening at the moment, or it happened in the past or will happen in the future. Tenses of verbs Verbs tenses can be expressed in two different forms. Please memorize how each box develops the verb.

VERB TENSE PAST PRESENT FUTURE

Simple The client called the CSR yesterday.

The client calls the CSR.

The client will call the CSR tomorrow.

Progressive The client was calling the The client is calling The client will be


CSR yesterday. the CSR. calling the CSR tomorrow.

Perfect The client had called the CSR.

The client has called the CSR.

The client will have called the CSR tomorrow.

Perfect Progressive

The client had been calling the CSR.

The client has been calling the CSR.

The client will have been calling the CSR.

Now using the above sample table, you try to develop the verb of these sentences and supply the rest of the blank boxes below. 1. She worked at a call center 2. The English subject provides hope to many skilled workers. 3. I have trained to be a Call Center Agent for almost one rigorous month.

VERB TENSE PAST PRESENT FUTURE

Simple

Progressive

Perfect

Perfect Progressive

The Principal Parts of Verbs

Present Past Present Participle

Past Participle

call called calling Called

speak spoke Speaking spoken

Regular Verbs vs. Irregular Verbs

Regular verbs form their past and past participle by adding –ed or –d to the present form.

Present Past Present Participle

Past Participle

talk talked talking (has/have) talked

book booked booking (has/have) booked

reserve reserved reserving (has/have) reserved


Irregular Verbs

Irregular verbs do not form their past and past participle by adding –ed or –d to the present form. Note the following verbs.

Present Past Present Participle Past Participle

put put putting (has/have) put

burst burst bursting )has/have) burst

Irregular verbs with the same past and past participle


buy bought buying (has/have) bought

deal dealt dealing (has/have) dealt

think thought thinking (has/have) thought

Irregular verbs that Change in Other Ways


choose chose choosing (has/have) chosen

come came coming (has/have) come

go went going (has/have) gone

eat ate eating (has/have) eaten

write wrote writing (has/have) written

Exercise

A. Tenses. Fill in the blanks with a correct form of the verb in parenthesis. 1. The number of clients ________ (increase) in the last three years. 2. There ______(be) more applicants this year than last year. 3. ____________ (do) you attend the orientation last week? 4. This company __________ (operate) in the Philippines for five years now. 5. Mont of the people in our Department _________ (work) in the office more than

eight hours a day. 6. She _______ (leave) with the company for ten years next month. 7. Our President ________ (have) with the company for ten years next month. 8. I ________ (work) at another call center when I met him. 9. We __________(have) a training soon. 10. I ______________ (write) that kind of report before.

B. Regular vs. Irregular Verb

1. The trainer _________ (teach) the participants the different kinds of American accent.


2. My Manager was the only one who _____________ (deal) with the problem in composure.

3. I have not __________ (see) a thing like that before. 4. The special guests of the President have just ___________ (come). 5. I wonder why all the Managers are __________ (go). 6. I’m sorry about the trouble. I must have ______________ (mistake) your luggage for

mine. 7. The child looked really scared when he was ________________ (catch) stealing a

bag of goodies from one of the passengers. 8. She must have ____________ (put) the reports in her drawer. 9. The reports explain how the poor old man was _____________ (strike) by the

mugger. 10. Our closing ceremony will be ________________ (lead) by the Senior Vice President

herself.

APPLY THE RULES/SKILLS:

A. Simulation: Prepare a 3-minute role-play on the following situations. 1. A businessman calls asking for a flight from New Orleans to Jamaica. Give him the

schedule of the flights and airfare. 2. A woman passenger inquires about a one-stop flight from South Carolina to New

York. She wants the cheapest rate. 3. A journalist asks for an early morning flight from LA to Florida. Give them the

schedule of flights that they can choose from, including airfare rates. B. Peer Evaluation

Refer to the grid of guide questions to do this activity.

GUIDE QUESTIONS

CHECK THE APPROPRIATE COLUMN AND EXPLAIN YOUR ANSWER.

YES NO

1. IS THE SIMULATION REALISTIC? Explanation: _____________________________________________

2. Did the speaker sound spontaneous? Explanation: _____________________________________________

3. Did they use the appropriate words and expressions? Explanation: _____________________________________________

4. Did they pronounce the vowels and consonants correctly? Explanation: _____________________________________________


5. Was the delivery clear and accurate? Explanation: _____________________________________________

Strengths:

____________________________________________________________________________________________________________________________________________________________

Areas for Improvement:

____________________________________________________________________________________________________________________________________________________________






Accuracy in making the subject agree with its verb -----------------------------------------------------End of Day 11 -------------------------------------------------------

Day 12

Offer alternatives and solutions with long conversation focus

OBJECTIVES

1. To practice expressions used in cancelling or rescheduling flights

2. To reinforce proper paraphrasing

3. To produce the / t / and / d / consonant sounds

4. To master the forms and functions of the present verb tense


-------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK

A. Dialogue A: Canadian Immigration Travel and Tours. Good morning. This is ________. May I help you? B: This is Tania. I have made some changes in my itinerary. A: Can I have your access code? B: I don’t have it. A: Did you forget, Ma’am? B: Can’t you just look it up by my name? A: Ok, Ma’am. First, I have to find your reservation. Could you give me your flight

number? B: T 732 A: Thanks. Please hold on a minute. I’m locating your record now. I’m almost there.

Here we go; I’ve got it. Ma’am, you’re traveling from South Carolina to Boston. B: Yes. But I want to cancel my flight to Boston. Instead book me a ticket, business

class, to Denver, Colorado, I need to be in Denver by 6:00PM tomorrow. And please cancel my hotel reservation and find me a 5-star hotel in Denver.

A: Okay, so you are going to Denver tomorrow, instead of Boston. B: That’s right. How much will that cost me? A: Just a moment, ma’am. Let me see what’s available. Hmmmm…I’m accessing the

flight schedule now. Here, we have a flight from South Carolina to Denver departing tomorrow at 2:00PM and arriving at 4:00PM. It cost $525.

B: Isn’t that rather expensive? A: No, Ma’am. Would you like to book this flight? We have only two seats left. B: All right. Book me then. A: About the hotel, do you have any preference? B: Yes, a suite at Paradise Hotel. A: I’ve got the rate for the suite, ma’am. It’s $300 a day. Would you like me to

reserve this? B: Yes, and thank you. A: You’re welcome. Is there anything else I can help you with? B: That’s all. Have a nice day.

B. Pronunciation

Directions: Go over the text again. List down some of the words that represent critical sounds in the text. Write your answers in the box.

/ t / Sounds / d/ sound


C. Practice Producing the following:

/ t / / d/

Asked Believed

Detour Bread

Duty Dame

Gate Den

Hot Gold

Suit Greedy

Take Mad

Tame Made

Taught Played

test ready

D. Pronunciation Exercises 1. The Team Leader asked the senior agents to help the new ones prepare for the

presentation. 2. Are all the participants ready? 3. Let me give you the shortest detour. 4. The trainer was so convincing that the trainees undoubtedly believed her. 5. Only a few of the customers played at the casino. 6. Don’t you think Asians are generally tame? 7. Who taught you those amazing tricks? 8. Do we have to pass the test to be promoted? 9. Would you like some garlic or cheese bread? 10. The children made the biggest sand castle.

E. Phrasing Exercises Read the following paragraph aloud and observe proper phrasing. Tact and Talent Talent is something, but tact is everything. Talent is serious, sober, grave, and respectable; tact is all that and more too. It is not a sixth sense, nut is the life of the all five, it is the open eye, the quick ear, the judging taste, the keen smell, and the lively


touch; it is the interpreter of all riddles, the surmounted of all difficulties, the remover of all obstacles. It is useful in all places, and at all times, it is useful in solitude for it shows a man his way into the world; it is useful in society, for it shows him his way through the world.

-W.P Sargill The Americans believe that if men are left free in the planning and conduct of their lives they will win ore cusses in the professions, the trades, and the industries than they will if their lives are regulated for them by some superior power, even if that power be more intelligent and better informed than they. Blind obedience and implicit submission to the will of another do not commend themselves to characteristics of Americans. The discipline in which they believe is the voluntary co-operation of several or many persons in the orderly and effective pursuit of common ends. Yet Americans are capable of intense collective action when they see that such action is necessary to efficiency or to the security of the community as a whole. Thus they submit willingly to any restrictions on individual liberty which can be shown to be necessary to the preservation of the public health, and they are capable of the most effective co-operation at need in business, sports, and war.

-Charles W. Elliot


A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expression used to ask for and get more information.

B. Techniques: Use the following expressions in canceling or rescheduling:

“So you are going to _____________ instead of _______________.”

“Would you like to book this flight?”

“Do you have any preference?”

“Would you like me to reserve this now?”

C. More Practice: Can you add to this list?

Canceling/Rescheduling






Fix you Spinning Make out

Downer Strain Catch your health

Tower of Babel Lost my composure Keep your cool

A: Guess what, I had a variety of callers, and my head is ___________! B: __________ first, and then we’ll talk about it. A: I had a ___________, sort ot. Oh my, English with different accents! I had to

________ my ears trying to catch what the client was saying. Good, I was quick enough to adjust to their context so I was able to _____________ something from what they were saying.

B: Good girl! A: At other times, I had to restate what the client said to check if I understood well.

I also asked them questions just to make sure I got them right. B: Great! A: Thank goodness, I didn’t panic, but I almost __________________. B: Trust yourself; you can _______________. A: Excuse me, I think I need a glass of very cold orange juice. I need a ___________.

My adrenaline is still up! B: Let me ________________ a drink then.

GRAMMAR

Verb tenses

Use of tense in Present Time. The simple present is used to show present action or condition.

Present action : Here she comes.


Present condition : The clients are waiting.

Regularly occurring : My favorite customer calls every other day.

Regulary occurring Condition : The agents are always ready.

Constant action : The International Dateline indicates the time difference between East and West Constant condition : The Philippines is in the Far East

Now, the present progressive indicates actions that are in progress at the time of speaking. Uses of the present progressive tenses.

Continuing action : He is talking to the client.

Continuing condition : The agent is being trained.

Exercise: Use the following words or groups of words in sentences following the suggestion in the parenthesis.

1. travel regularly (regularly occurring action) _______________________________________________________________________ _______________________________________________________________________

2. trainers are (present condition)

_______________________________________________________________________ _______________________________________________________________________

3. Hawaii is (constant condition)

_______________________________________________________________________ _______________________________________________________________________

4. company is (continuing condition)

_______________________________________________________________________ _______________________________________________________________________

5. arrive (present condition)


_______________________________________________________________________ _______________________________________________________________________

6. is never (regularly occurring condition)

_______________________________________________________________________ _______________________________________________________________________

7. receive (continuing action)

_______________________________________________________________________ _______________________________________________________________________

8. produce (constant action)

_______________________________________________________________________ _______________________________________________________________________

9. call (regularly occurring action)

_______________________________________________________________________ _______________________________________________________________________

10. talk (present action)

_______________________________________________________________________ _______________________________________________________________________

APPLY THE SKILLS

A. Simulation: Prepare a 3-minute role-play on the following situations: 1. A famous playwright calls to cancel his flight from New York to Hawaii next week and

wants the same flight rescheduled on the last week of the month. Give him a list of available flights and let him decide which one to take.

2. A lady calls cancelling her early morning flight from Maine to Los Angeles and requests that it be rescheduled the next day any time.

3. A bachelor calls to cancel his flight and reschedules it to late in the evening of the same day. He is flying from Alaska to Alabama. He didn’t specify his time preference.

B. Peer evaluation:

Note, you must refer to the grid questions BELOW to do this activity.

GUIDE QUESTIONS


CHECK THE APPROPRIATE COLUMN AND EXPLAIN YOUR ANSWER.

YES NO

1. IS THE SIMULATION REALISTIC? Explanation: _____________________________________________

2. Did the speaker sound spontaneous? Explanation: _____________________________________________

3. Did they use the appropriate words and expressions? Explanation: _____________________________________________

4. Did they pronounce the vowels and consonants correctly? Explanation: _____________________________________________

5. Was the delivery clear and accurate? Explanation: _____________________________________________

Strengths:

____________________________________________________________________________________________________________________________________________________________

Areas for Improvement:

____________________________________________________________________________________________________________________________________________________________








Day 13

Handling Complaints Part 1/Prepositions

OBJECTIVES

1. To use expressions in handling complaints effectively

2. To produce the / s / and / z / sounds correctly

3. To speak more naturally by using correct word and sentence stress

4. To achieve accuracy and fluency by using correct prepositions of time

-------------------------------------------------------------------------------------------------------------------------


PREPARE TO SPEAK

A. Dialogue A: Customer Service. Good afternoon. This is _________. May I help you? B: why would I be charged $100 for a canceled flight? The snowstorm isn’t my fault.

And not only that, I also lost my payment for a hotel reservation because I didn’t give a 24-hour notice. This is outrageous! Your money-sucking agency. Damn you!

A: I understand your situation, ma’am, but the company has its policies. Could you tell me what happened?

B: I was stuck at Detroit because of a snowstorm. Then I called your agency to re-book me in the next morning’s flight. The agent obliged, but with a $100 penalty. Isn’t that unfair? My hotel booking too was not cancelled because of the 24-hour notice policy. Stupid policies! Darn!

A: I’m really very sorry, ma’am. B: I want a refund of the flight penalty and my hotel reservation. A: May I get your name, ma’am? B: Therese Carmichael. A: Access code? B: I don’t know. A: It’s all right. Could you hold for a couple of minutes while I put you through to

our supervisor? B: Thanks. A: Sir, there’s a complaint from a customer. I’m forwarding to you her record. This

is her complaint… B: Okay. Put her through. A: Please keep your cool ma’am. I will now connect you to our supervisor. B: Thank you. A: Not at all.

B. Pronunciation

Directions: Go over the text again. List down some of the words that represent the critical sounds / s / and / z / in the text.

/ s / Sound / z / Sound

C. Practice producing the following:


/ s / Sound / z / Sound

Advice Advice

Bless Blaze

Class Cause

Hostess Crazy

Process Cruise

Progressive Glitz

Same Roosevelt

Seen Rose

Several Zip

tense zoo

D. Pronunciation exercise

1. There’s a very affordable restaurant on Roosevelt Avenue. 2. My relatives are going on a cruise next week. 3. Don’t worry, I’ll advise the participants to come early. 4. Are we flying economy or business class? 5. Everyone in the company goes through a very tough proves. 6. Remind the customers not to cause any trouble. 7. We only have several items left for discount. 8. Do you want to get the same flight schedule? 9. I thought I was going to go crazy hosting the program. 10. Have you been to the biggest zoo in Seattle?

E. Review word/Sentence Stress Read the following sentences aloud to practice word/sentence stress. 1. The ceremony lasted more than an hour. 2. I don’t understand the content of the letter. 3. Some adventurous customers do not realize the circumstance they are in. 4. Do we have some penicillin in the first aid kit? 5. Can you do the report yourself? 6. Is it seventeen or seventy? 7. I’m not sure if we can address that problem now. 8. The managers seem to object to the proposal. 9. The fundraising had a good turn out. 10. Who else needs to make up for the training?


A. Exercise: practice reading the dialogue in Prepare to Speak and find a partner. Pay attention to the common expressions used in handling complaints.

B. Technique: Use the following expressions in handling complaints:


“I understand your situation, _____. But the company has its policies.” “I’m, really sorry, ____________.” “It’s all right.” “Please keep your cool.”

C. More practice: Can you sad the list?

Handling Complaints




E. Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic

expressions from the box:

Beat up

Busted my chance What’s eating you?

Off your chest

Freaking out A hole in the wall

Spaced out

Passed up Giving me a creep

A: Hey, you’re _____________.

B: Nothing. I’m just exhausted, I guess.

A: Come on, get it ____________. I’m your friend, ready to listen anytime.

B: I’m bombed. I hate myself. I think I ________________ to handle a complaint

smoothly.


A: what did you do?

B: There was this very angry client because she was penalized for a cancelled flight.

At the moment I felt she’s ______________ because of her voice. It wasn’t her

fault she said if there was a snowstorm. She didn’t also get a refund for her

cancelled hotel booking and she’s running out of cash so she desperately looking

for a ______________. That does add up to her irritation. She missed the refund

because she wasn’t able to notify the hotel in 24 hours earlier. Oh my, she was

really ________________ and I was tongue-tied.

A: Didn’t you do anything except keep quiet?

B: I remember I stuttered, and then I said I’d refer her case to the supervisor. I

regret I ____________ handling that complaint effectively.

A: Don’t ___________ yourself about it. Charge it to experience. Next time, you’ll

be more composed and you’ll be able to handle a complaint well.

GRAMMAR

Prepositions: At, On, In (time)

We use:

‘at’ for the time of the day:

At 5 o’clock at midnight at lunchtime at sunset, etc.

‘on’ for days and dates:

On Friday/on Saturdays on 12 March 2009 on Christmas day

‘in’ for longer periods (for example, months/years/seasons)

In October in 1968 in the 18th century in the past

In (the) winter in the middle ages in (the) future

We use ‘at’ in these expressions:


I take the most number of calls ‘at night.’

I enjoy receiving a lot of gifts ‘at Christmas.’

The call is on hold ‘at the moment.’

The President and Vice President arrived at the airport ‘at the same time.’

Note that we usually ask ‘What time…?’ (not “at what time…?)

‘What time’ are you going to be on board?

We say:

In the morning(s) in the afternoon(s) in the evening(s)

Our meeting is ‘in the morning.’

The training is ‘in the afternoon.’

My duty is ‘in the evening.’

On Friday (morning) on Saturday afternoon on Monday evening

The manager will be attending at the meeting ‘on Friday morning.’

Our department has been assigned to take over ‘on Saturday afternoons.’

We plan to go out ‘on Saturday evening.’

We do not use at/on/in before last/next/this/every:

The trainer is going to be out ‘next Friday’. (not ‘on next Friday)

Our team was evaluated ‘last month.’

In a few minutes/in six months etc.

The plane will be arriving ‘in a few minutes.’ (=a few minutes from now)

All the new agents will start ‘in a week.’ (=a week from now)

The Manager will be with you ‘in a moment.’ (=a moment from now)


I acquired the native accent ‘in three weeks.’

The new policies will be implemented ‘in two months time.’

Exercise: Complete the following sentences by using the prepositions at, on, in with the words or group of words in the box:

At night On Saturday evening

In the 1990s In the evenings

Last 200in December8 January 1, 2008

On Thanksgiving Day In a month’s time

Next year On Fridays

At lunchtime At ten o’clock

At the moment In summer

1. I plan to move to another department ________________.

2. Last year, more Americans flew back to their hometowns _______________.

3. The company will be launching a new project __________, in time for Christmas.

4. The lowest number of applicants reported on record was __________.

5. Tourists prefer going to the beach ________________.

6. I’m glad I never fail to go mass ________________ despite my hectic schedule.

7. Our call center started its operation in the Philippines.

8. The client should have called _________. It’s now half past ten.

9. I prefer working _______because I’m not a morning person.

10. Our team members usually have snacks ______________.

11. I don’t think the supervisor is available ________________.

12. Do you notice how most people feel sluggish and burnt out _________?

13. A sister company of this call center will be introduces __________.

14. The couple from Wisconsin will be arriving __________.


15. I wonder why our supervisors call for meetings ________. I can’t eat properly when they

do so.

APPLY THE SKILLS

A. Simulation: Prepare a 3-minute role-play on the following situations:

1. A client complains that her booking date was changed to an earlier flight without notice. She calls to inform your agency about it. She wants it re-booked to her scheduled flight, but the problem is there is no more flight available on that day.

2. A client calls that the date of her flight to Jamaica and hotel reservation does not

match. She wants you to fix it right away. But there’s no more available flight. The client insists that she talk to your supervisor.

3. A client complains that his connecting flight from Phoenix to New Orleans isn’t what he booked. He wants you to make necessary arrangements within the day because of an urgent matter he has to attend to later in the evening of the same day.







HOW DO YOU GET ANGRY CUSTOMERS TO BACK DOWN?

Introduction

Being intimidated by difficult customers, ignoring their behavior is not healthy or productive and in most

cases it doesn’t even lead to customer satisfaction. In this segment there a re six field proven strategies

and effective which guarantee success in bringing irate customers to back down.

STRATEGIES TIPS EXAMPLE OF A STATEMENT

EFFECT

USE APOLOGY Apologize “Please accept my Makes the angry


regardless of fault

Needs to be carefully worded

sincere and unreserved apology for any inconvenience this may have caused you.”

customer feel heard and understood.

It diffuses angry and allows you to reestablish trust.

Reduces lawsuits, settlement, and defense cost

USE DIPLOMACY Do it sincere as you can

“Clearly, we’ve upset you and I want you to know that getting to the bottom of this is just as important to me as it is to you.”

Kill the anger softly You’ve addressed

the anger directly and non-defensively

You’ll not engage to the drama of the attack

GO INTO COMPUTER MODE

Speak generally without emotion

Avoid the bait your customer is throwing you

Your word, tone, and attitude are completely impersonal

Continue to response without emotion no matter how strong the verbal abuse is

(Go to a usual business questions and answers WITHOUT EMOTION)

This response deflects, diffuses, and disarms angry customers because you don’t add fuel to the fire by using unemotional reaction

ASK “Have I done SOMETHING personally to upset you?”

“Am I not part of the solution?”

SHOW SYMPATHY Is a powerful tool used to disarm an angry customer

Empathy helps

you truly begin to see the

“That must have been very frustrating for you.”

“I realize the wait you encountered was an inconvenience.”

“If I were in your shoes, I’m sure I’d


problem from the customer’s perspective.

Will help keep

you from loosing cool when your customer gets hot

feel just as you do.” “It must have been

very frustrating for you have waited five days for your order and for that I am sorry.”

SHOW APPRECIATION Interject (not interrupt) to thank the customer for taking time to give you feedback.

“Thanks for taking the time to let us know how you feel.”

“Thanks for being so honest.”

“ WE appreciate customers who let us know when things aren’t right.”

“Thanks for caring so much.”

Your customer expects you to answer with respect and gratitude that’s why this works.

It’s a shock factor and many times your customer is stunned in silent

POST AND FINAL DIAGNOSTIC TEST

Test 1 – Accent

A. H e l l o

Hello, my name is_______________. I'm taking

American Accent Training. There's a lot to learn, but I hope

to make it as enjoyable as possible. I should pick up on the

American intonation pattern pretty easily, although the only


way to get it is to practice all of the time. I use the up and

down, or peaks and valleys, intonation more than I used to.

I've been paying attention to pitch, too. It's like walking

down a staircase. I've been talking to a lot of Americans

lately, and they tell me that I'm easier to understand.

Anyway, I could go on and on, but the important thing is to

listen well and sound good. Well, what do you think? Do I?

Test 1 – Accent (continuation)

B. 40 Years after the war

Forty years after the end of World War II, Japan and the

U.S. are again engaged in conflict. Trade frictions, which

began as minor irritants in an otherwise smooth relationship

in the 1960s, have gradually escalated over the years. The

conflict is more dangerous than it appears because its real

nature is partially hidden. It masquerades as a banal and


sometimes grubby dispute over widgets with the stakes

being whether American or Japanese big business makes

more money. In truth, the issue is strategic and geopolitical

in nature. Japan is once again challenging the U.S., only this

time the issue is not China or the Pacific, but world

industrial and technological leadership and the military and

economic powers which have always been its corollaries.

Test 2 – Grammar

Test 3 – Speaking

Test 4 – Listening

Test 5 – Writing

Test 6- Phone conversation


References

Morillo, J., M10-D English Language Proficiency for Seafarers. 2009

Morillo, J., Tongue Twisting Exercises for Seafarers2009

Morillo, J., English Grammar 101 for Seafarers 2009

Morillo, J., Customer Service Training Representative Training Module for IMI

Cook, Ann, American Accent Training

Documents

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