Introduction to Call Center Language Training Day 1

DAY ONE AGENDA1. Military Phonetic Alphabet/Telephone Alphabet2. Symbols3. Numbers4. Parts of Speech5. Consonant Sounds6. Vowel Sounds7. Diphthongs8. Listening Strategies

Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014

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YOUR WORKSPACE AND TOOLS

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The NATO phonetic alphabet or military alphabet, more accurately known as the International Radiotelephony Spelling Alphabet, is the most widely used spelling alphabet. The International Civil Aviation Organization (ICAO) has assigned code words to the letters of the English alphabet so that critical combinations of letters and numbers can be pronounced and understood despite language barriers or transmission static. This alphabet contains 26 code words as follows:

What is the NATO or Military Phonetic Alphabet?

ALFA or ALPHA/ælfə/

BRAVO/brɑvoʊ/

CHARLIE/tʃɑrli/

DELTA/dɛltə/

ECHO/ɛkoʊ/

FOXTROT/fakstrat/

GOLF/ga:lf/

HOTEL/hoʊtɛl/

INDIA/ɪndiə/

JULIET/dʒuliət/

KILO/kiloʊ OR kɪloʊ/

LIMA/limə / OR /lima/

MIKE/maɪk/

NOVEMBER/noʊvɛmbər/

OSCAR/a:skər/

PAPA/pa:pə/

QUEBEC/kwɪbɛk

ROMEO/roʊmioʊ/

SIERRA/siɛrə/

TANGO/tæŋgoʊ/

UNIFORM/yunəfɔrm/

VICTOR/vɪktər/

WHISKEY/wɪski/

X-RAY/ɛksreɪ/

YANKEE/yæŋki/

ZULU/zulu/


Spell the following last names. Use:K as in_______ or K for_______.

KELLERMAN LYNCH WEYERHAUSER NOLAN

SCHWEINSTEIGER BUNTING HARARY PARKER

STROMBERG RYFFEL RIBLEY PHYLLIS

SELTZER HUGHES RUSSELL CAMPBELL

CARTER BENNETT TURNER EVANS

PIERCE JONES WRIGHT CZYZEWSKI

WEINSTOCK HERMAN GLYNN READE

SCIASCIA GALLAGHER BARTON GRIMES


1. Asking someone to spell a word, name or last name• Could you please spell your last name for me?

• I’m sorry I didn’t quite understand your first name. Can you please spell it out for me?

• Would you mind spelling the word for me?

DON’T EVER say “Spell me”. If you say that, then the answer would be M-E. Be sure to say “Spell your name for me.”


http://www.blog.gurukpo.com/wp-content/uploads/2014/04/words.jpg

Troublesome sounds for Spanish speakers


CASE 1: /b/ vs /v/ as MINIMAL PAIRS. A minimal pair is two words that differ in only one sound. Example: BOAT /boʊt/ and VOTE /voʊt/

BILABIAL /b/ Upper and lower lips pressed firmly together

LABIODENTAL /v/ Lower lip and upper teeth with same position as for /f/

BEER VEER

BOAT VOTE

BASE VASE

BERRY VERY

BENT VENT

BOWELS VOWELS

BEST VEST


https://www.google.co.cr/url?q=http://liceu.uab.es/~joaquim/phonetics/fon_produccio/clasificacion_articulatoria.html&sa=U&ei=l0lxU6SRJIGnO6y6gLAC&ved=0CC4Q9QEwAQ&sig2=jKGF7nbLvSb99zoA37RMYg&usg=AFQjCNH5nzZ4sUrjOoNqzaMqrxWNdRy9Yg

https://www.google.co.cr/url?q=http://liceu.uab.es/~joaquim/phonetics/fon_produccio/clasificacion_articulatoria.html&sa=U&ei=t0lxU6n_LMODO8zZgYgJ&ved=0CC4Q9QEwAQ&sig2=Rl72X9otbPq4A6Qg6SfrWA&usg=AFQjCNE3C4_VrzJ-51tzQGhXYh7LpZ9Pzw

MINIMAL PAIRS /b/ vs /v/ PRACTICE


/b/ /v/

BALE VAIL

BANE VEIN

BAT VAT

BENT VENT

BID VID

BILE VILE

BOLT VOLT

BOWELS VOWELS

CURB CURVE

DUB DOVE

GIBBON GIVEN

DRIBBLE DRIVEL


Practice: Identify and practice phonemes /b/ and /v/.

CASE 2: C /si/ vs Z /zi/ “C as in Charlie or Z as in Zebra?”

ENVIRONMENT 1: between two vowels : /s/ is usually pronounced /z/ when it occurs between two vowel sounds:

ENVIRONMENT 2 If the spelling Pattern “se” comes after a vowel, it is usually pronounced /z/.

ENVIRONMENT 3 Final “s” as the plural form or third person singular form:

MUSIC USE CARS

REASON THESE LOVES

SEASON LOSE CUBICLES

COUSIN CAUSE PHONES

DISEASE CHOOSE CUSTOMERS

EASY PHASE GUIDELINES

ROSE TEASE IS-WAS-HAS

http://www.englishpronunciationpod.com/podcast_44.html

Exceptions: promise, house, mouse, lease

Exceptions: CUPS-DATES TAKES-WAITS: p-t-k-f endings




CASE 3: “th” sounds /θ/ vs /ð/

Voiceless “th” /θ/ Voiced “th” /ð/ Lower lip and upper teeth with same position as for /f/

BEGINNING MIDDLE END BEGINNING MIDDLE END

thank toothache Ruth that feather breathe

thumb healthy oath those either bathe

therapy truthful mouth them although scathe

thirty pathway strength there father loathe

toothpick athlete bath this another clothe

three birthday ninth they brother smooth


CASE 4: “S” sounds at the beginning of a word and before a consonantAvoid “aspiration” as “speak” vs “(es)speak

CLUSTERS at the beginning of a word

/sp/ SPEAK

/st/ START

/sk/ SCHOOL

/sl/ SLIDE

/sn/ SNAP

/sm/ SMALL

/sp/ SPLIT

/sw/ SWUM


PRACTICE reading the following numbers using fake account numbers, tickets, addresses, amounts, and telephone numbers.


Student A should fill in the blank spaces with the required information. Ask student B to provide this information.


Student B should provide the information requested by student A.



Read the following addresses

1441 Camino Del Río S. San Diego, CA 92108

429 S. Keller Rd. Orlando, FL. 32825

7315 State Road 53, Windermere, FL. 34786

2295 Hiawassee, Rd. Orlando, FL 32835

11757 S. Orange, Trl. Orlando, FL 32837

250 N. Orange Ave #1220, Orlando, FL 32801

13574 Village Park, Dr. #110, Orlando, FL 32837

1220 Commerce Park Dr. Ste. 207, Longwood

1233 N. 30th St. Billings, MT 59101

4650 Palm Ave. San Diego, CA 92154

675 Main St. #10, Lewiston, ME 04240

302 Husson Ave. #1, Bangor, ME 04401

509 Fores Ave. #1, Portland, ME 04101

3222 East Ave, Central Square, NY 10036

3801 E. Florida Ave #604, Denver, CO 80210

7200 E. Hampden Ave, Denver, CO 80224

4201 S. 69th West Ave, Tulsa, OK 74107

419 S. Wheeling Ave #600, Tulsa, OK 74104

105 Gatewood Dr. Chickash, OK 73018

4479 N. Elson Ave, Chicago, IL 60630

4472 Pond Branch Rd, Leesville, SC 29070

190 Gibson St. #110, Orangeburg, SC 29115

1510 Calhoun St. Columbia, SC, 20201

111 Baltimore Ave, Derby, KS 67037

108 S. Webster St. Spring Hill, KS 66083

4707 College Blvd, Leawood, KS 66211

5605 SW Barrington Ct, S. Topeka, KS 66614

130 N. Cherry St. #203, Olathe, KS 66061

1211 Massachusetts St. Lawrence, KS 66044

1401 Brickwell Ave, Miami, FL 33131

98 Merchants Row #400, Rutland, VT 05701

806 Broad St. Lyndondvilla, VT 05851


Read the following telephone numbers(619) 291-9021 (407) 838-2174 (407) 426-7222 (407) 236-7423

(406) 657-7000 (619) 662-5490 (207) 783-7800 (207) 947-6141

(207) 771-3500 (315) 676-2500 (303) 692-9326 (303) 337-8824

(303) 639-3066 (803) 929-3600 (803) 536-5682 (803) 532-5493

(913) 592-3550 (913) 451-9736 (802) 627-8129 (480) 323-2409

(423) 698-0523 (620) 373-874 (701) 608-3214 (918) 298-6133

(208) 889-3200 (401) 232-1008 (256) 666-3333 (505) 705-5590

(318) 434-8901 (660) 342-8654 (854) 882-7998 (801) 840-9518


Read the following amounts and numbers$1,237 $12,587 $86 $12,837.086

$17,830 $70,873 $1.88 $3.59

$15.99 $529.99 $36.99 $1,900.40

$590.40 $1,317.40 $822.40 $1,054.40

$2,483.40 $4,232.40 $1,750.40 $3,066.40

$1,286.40 $30,649.40 $2,214.40 $8,283.40

$358.40 $1,518.40 $734.40 $3,127.40

$2,446.40 $5,981.40 $7,147.40 $4,815.40



A diphthong is a combination of a strong vowel and a weak vowel, or two weak vowels to make one syllable or sound. Fill in the below char with words containing diphthongs.

What is a diphthong?

/eɪ/ /oʊ/ /aɪ/ /aʊ/ /ɔɪ/


Thank You!Q’s & A’s

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Introduction to Call Center Language Training Day 1