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13 Days Call Center Training Module PDF
13 Days Call Center Training Module PDF
...
CSR Training
Focusing on
Jbm
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THE
OBJECTIVES
PREPARE
TO SPEAK
LEARNING
GRAMMAR
FUNCTIONS
APPLY THE
RULES/SKILLS
ASSESSMENT
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Day 1
Making Introductions and Greetings
OBJECTIVES
1. To introduce oneself and others using formal or informal expressions
2. To carry on a conversation from beginning to end using appropriate
expressions
3. To introduce the correct vowel and consonant sounds in English speech using
the vowel triangle
-------------------------------------------------------------------------------------------------------------------------------
PREPARE TO SPEAK
A. 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?
B. Dialogue: Introducing oneself/someone
Here pay attention to the speakers natural way of communicating with each other
JIM:
SHIELA:
JIM:
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SHIELA:
JIM:
SHIELA:
LUCY:
SHIELA:
LUCY:
SHIELA:
COMMUNICATIVE FUNCTIONS
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
B. INFORMAL
- Hello. Im ____________________________________________________________
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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
A. Formal
Hi. Id like you to meet .
Good morning. May I introduce
Id like to introduce
ADDITIONAL INFORMATION
a colleague of mine.
our sales manager.
my old time friend.
EXPRESSIONS
B. Informal
Can I introduce
This is
I want you to meet
ADDITIONAL INFORMATION
GREETING
A. Formal
How do you do?
B. Informal
Hello. Nice to meet you
Hi.
Note: when you meet people for the first time on a personal or business basis, its 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.
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No problem.
Welcome. Its been nice talking to you.
Sure. No problem. I have to get going too.
I have to go.
Would you excuse me please?
B. INFORMAL
Got to go now
I have to run
I must be going
I have to rush off
Expression
A. Formal
Talk to you later
Thank you for your time.
B. Informal
See you later.
Until next time
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Possible Response
Youre welcome.
My pleasure.
Bye.
Ok. Bye
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. Im Anne. Im the new secretary.
B: Pleased to meet you, Anne. Im Jerry and work as a clerk at the Accounting Office.
A: Small world. Ill work for Mr. Davis. Hes the Chief Accountant, right? By the way,
how long have you been working here?
B: Not long enough. Ive been here for a month. So just like you. Im also a newcomer.
A: But not as a neophyte as I am. Oh, I think your workstation is next to mine. Im
glad you sit next to my place so youre within reach if I have some questions.
B: Yeah. Feel free to ask me anytime.
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B. TEACHERS FEEDBACK
CRITERIA:
Spontaneity
Probability of the situation
Correct use of vocabulary and expressions in context
Correct production of vowel sounds
Correct use of intonation patterns
------------------------------------------------------------END OF DAY 1 -----------------------------------------
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Day 2
Asking for and Giving Information
on Flights and Airfares
OBJECTIVES
1. To ask appropriate questions (Wh/H) to get desired information
2. To give appropriate answers to clients 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: IMI Travel, good morning. This is Mitch. How may I help you?
Client: Yeah. This is Stuart Daly. Im planning to go to New York next week. What
are the available flights? And whats the airfare at the moment?
Agent: Well sir, that depends. Dyou want to fly first or economy class?
Client: Economy class.
Agent: When dyou 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 dont mind waiting for a couple of minutes.
Client: Not at all.
Agent: Thank you. Im almost done. Here let me read the available airline flights and
fares:
Nonstop
1 Stop
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Time
7:30
10:00am
Multiple Carrier
$123
$148
United Airlines
$233
$248
US Airways
$245
$347
Client:
Agent:
Client:
Agent:
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
/iy/ beat
/i/ bit
/iy/ beat
bitch
beach
itch
each
Fit
Grit
Hit
It
List
mill
Rid
Sick
Sit
Eat
Feat
Greet
Heat
Least
Meal
Read
Seat
seek
Live
Rich
Sin
Slip
Still
Wick
will
Leave
Reach
Seen
Sleep
Steal
Week
Weak
Well
D. Pronunciation exercises
1.
2.
3.
4.
5.
6.
7.
8.
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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. Its 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. Hes a chance passenger.
10. Ive earned enough mileage for a free trip to Boracay.
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: Acquaintances family name
QUESTION: _________________________________________________________
INFORMATION: Customers date of birth?
QUESTION: _________________________________________________________
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Day 3
Filling Up Dead Air
OBJECTIVES
1. To answer clients 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 havent booked my ticket yet. Please give me the connecting flights
on that day. Then Ill decide which airline to take.
CSR: Ok, sir, do you want to hold or Ill call you back in 5 minutes?
CLNT: I dont mind waiting.
CSR: Thank you, sir. Let me pull up the information from my computer. Its 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
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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
/e/ sound
/e/ get
Men
Bet
Check
Desk
Get
Letter
Melbourne
Men
Messenger
Met
Penalty
Penny
Mail
Mercedes
Rate
Same
take
Press
Red
rentals
D. PRONUNCIATION EXERCISES
1. What time are we leaving the airport?
2. Do they say elevator or lift?
3. Id like to rent a Mercedes for one week.
4. What does the package include?
5. Well 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. Ive 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.
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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?
Its _________________, right?
Do you have your pen and paper?
Anything else I can help you with?
Making clarification/Follow up
Possible Meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box.
book
Layover
standby
A:
B:
A:
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Hold on
waitlisted
Connecting flight
Take note
No big deal
To fly
hour in Texas.
Can you ______________ me a ticket?
Yes, sir. Economy or Business?
Economy.
Are you willing to travel __________ if I cant get you a confirmed seat?
______________.
Okay then. Ill book you a flight now. Anything else, sir?
Uh-uh. How do I know if I am _____________________?
Ill 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.
Ill __________of that.
Okay. Anything else I can help you with?
Nothing more. Thanks.
Dont mention it. Thank you for calling ABC Travel. Bye.
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
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 + getting
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 + go
Does + eat
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.
Drills: Study the following sentences. What kind of questions are asked based on the following
given answers? Write the possible questions.
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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 dont give a 20% discount anymore.
QUESTION: ____________________________________________________________
ANSWER: Its got to be in my files.
QUESTION: ____________________________________________________________
ANSWER: I went on a cruise alone.
QUESTION: ____________________________________________________________
ANSWER: The client wanted a refund.
QUESTION: ____________________________________________________________
ANSWER: I didnt 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.
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the flights that will delay his trip for two hours only. Help him change his
booking.
ASSESSMENT
Criteria:
Spontaneity
Probability of the situation
Correct use of vocabulary and expressions in context
Correct production of vowel sounds
Correct use of intonation patterns
Accuracy in the use of yes-no questions
----------------------------------------------------------------End of Day3---------------------------------------
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Day 4
Offering vacation packages and discounts
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: IMI Travel, this is _________, do you mind holding for a minute? Ill be with you
right away.
B: NO. but dont be long. I dont 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: Im really sorry, sir. What can I do for you?
B: Id like to inquire about vacation packages, 5 nights in Orlando. Id like a package
that includes airfare and hotel accommodations.
A: Orlando? Well, we can certainly arrange a wonderful holiday for you, sir,
especially if youre booking early. Will it be for one person on more?
B: its for 4 actually. My wife, me, and 2 children, 8 and 10 years old.
A: so youd like a double room or two sngle rooms?
B: just a double room.
A: could I get your name snf email address, sir?
B: hang on just a minute. You also prodive car rentals dont 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, theres also 10% surcharge
for taxes and fees.
B: Ill take a mini van.
A: How long do you intend to use the car?
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/ sound
/ow/ sound
/ow/ sow
Both
Bowl
Cold
Dough
Flow
Gross
Load
Local
Note
Own
Roll
Row
Though
Told
Zone
D. Pronunciation Drills
1. Do I get a bonus point on my mileage?
2. Is that product produced locally?
3. Dont 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 dont 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?
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
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Offering something
Possible Meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box:
For ages
Good as new
Before you know it
What Ive been looking for
Burnt out
Go full steam ahead
Itching to start
In a rut
Package vacation
Cover for you
A: I feel so tired and bored. It seems Ibe been working on this account _____________.
B: you must be feeling _____________. Youve been doing the same thing all your life,
havent you? You have the signs.
A: what signs?
B: what you are going through right now. Youre tired and bored, and probably feeling
__________. Those are the signs. Why dont you take time out of your work and to to say,
the Caribbean?
A: Hmmmnn, that sounds like fun, doesnt it?
B: if you want to spend a few days in the Caribbean, you can access this website:
www.explorecarribean.com and book a _______________.
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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, isnt she?
Note: We generally use a positive tag question after a negative sentence:
Mary isnt a call center agent, is she?
Tag Question means mean either of these two:
1st : you are not really asking s question; youre only inviting the listener to agree with
you. In this instance, you have to project the voice by going down.
Vincent doesnt 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 havent met any rude clients today, have you?
B. Exercises: Complete the following sentences by putting the appropriate questions tag.
1.
2.
3.
4.
5.
6.
7.
8.
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ASSESSMENT
Criteria:
Spontaneity
Probability of the situation
Correct use of vocabulary and expressions in context
Correct production of vowel sounds
Correct use of intonation patterns
Accuracy in the use of tag questions
---------------------------------------------------------------End of Day 4----------------------------------------------
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Day 5
Providing Car Rentals
OBJECTIVES
4. To meet clients needs with utmost care for customer satisfaction
5. To produce the /ae) and /a/ sounds correctly
6. To practice speaking using the different intonation patterns
7. To ask different kinds of questions to sound more natural in speaking
English
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PREPARE TO SPEAK
A. Dialogue
CSR: IMI Links. Good afternoon. This is _________. Can I help you?
CLNT: This is __________. I have a problem. Im arriving in Houston at 8:00AM
tomorrow and Im 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 oclock. 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. Ill call Solomon Car Rentals and see if
theres 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: Thats fair enough, isnt it?
CSR: Oh, most certainly, sir. We offer the best details in car rentals.
CLNT: All right. Ill take your word for it. Ill 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
drivers name is Nestor Miranda and youll be taking a whitr Camry with plate
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number Y41-TSD. You have to be at the museum before 9 oclock. Did you get
the details, sir?
CLNT: Perfect!
CSR: Anything else I can help you with?
CLNT: Nothing more. Youre 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
/a/
Almond
Blond
Bottle
Calm
Card
College
Cop
Got
Hobby
Knowledge
Mark
Palm
Plot
Psalm
Sharp
shock
D. Pronunciation Exercises
1. I need a cab to take me to the hotel.
2. Why dont 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. Ill have my secretary fax the document to you, sir.
7. Wheres the shortest way to Philippine Package?
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COMMUNICATIVE FUNCTIONS
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?
Thats fair enough, isnt 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:
Youre such a big help.
Thank you very much.
My pleasure, sir/maam.
C. More Practice: Can you do the list? Can you add more to letter B above?
Making confirmations
Expressing gratitude
Possible meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box:
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adamant
slipped
Pay for
surcharge
Money back
Fr the longest time
Mix up
Regular
Coming up
A:
B:
This is Mr. Jackson. Im afraid theres been a ____________ and Id like to clear
the matter as soon as possible.
A:
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 wasnt fair. I deserve my money
back, dont I?
A:
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. Ive been renting cars
from your company ______________, and this is no way to treat a
____________ customer.
A:
Indeed, Im very sorry about that, Mr. Jackson. Youre right, the agent shouldve
informed you. The discount no longer covered cars used the following day.
B:
A:
I see no reason why you should ______________ this mistake. Please send me
the bill and your receipt of payment, and Ill see to it that you get your
___________.
B:
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A:
Dont mention it. Customer satisfaction is our main concern. By the way, in case
youre interested, we have mileage discounts for middle-sized and luxury cars
_______ next week.
B:
A:
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: its 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?
2. A client on holiday in Las Vegas calls to hire a car. Hes 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. Theres 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?
B. Teacher feedback
Criteria:
Spontaneity
Probability of the situation
Correct use of vocabulary and expressions in context
Correct production of vowel sounds
Correct use of intonation patterns
Accuracy in the use of the different kinds of questions
--------------------------------------------------end of Day 5 --------------------------------------------------
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Day 6
Making Small Talk
OBJECTIVES
1. To acquire strategies for small talk and fillers for dead air
2. To produce /
word stress
3. To master subject-verb agreement rules
-------------------------------------------------------------------------------------------------------------------------------
PREPARE TO SPEAK
Dialogue
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
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A:
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
/a /
Arch
Balm
Bottle
Calm
Card
comet
Drop
Flock
Together
Foreigner
Hobby
Horror
jog
Knowledge
Mark
Qualm
Sharp
starch
C. Pronunciation Exercises
1. I want to stay calm but I just cant help getting upset now.
2. In New York are we allowed to wear that kind of attire in the office?
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Circumstance
manifestation
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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
COMMUNICATIVE FUNCTIONS
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
Its still hush-hush until
My lips are sealed.
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Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box:
Fill me in
Dead air
Edgy
Keep me on my toes
Acting up
Get back
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Moment of silence
A:
Hi, ____! Nice to see you. Have a seat and ______________ on your latest job
experience.
B:
A:
B:
A:
B:
There was this client who lost her flight schedule and connecting flight itinerary.
A:
B:
A:
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 didnt 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.
that was a good job. Congratulations.
A:
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.
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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.
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Day 7
Making Suggestions
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. IMI 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, umI havent done anything yet. I was about to phone you, in fact.
A:
thats a coincidence. Lets see now. You were inquiring about 5 nights in Orlando
and car rentals, werent you?
B:
Yes. Nut I had to think about it because it was bit over my budget.
A:
Thats why I called, sir. IMI Travel has come up with special last minute packages.
Why dont you consider our offer? Im sure youll find one thats 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, Id recommend package A. all it requires is that you book
for 2 weeks in advance. Its very easy to pay because we accept credit cards.
Would this be fine with you?
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B:
A:
B:
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
/ uw /
Booth
Cruise
Fool
Group
Lose
Proof
Prove
Route
Rude
Rule
Truth
whose
D. Pronunciation Exercises
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 Cit? I think its 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. Isnt it rude to bring our own cooked food to the party?
10. I cant leave tomorrow night because of my hurt foot; so I will have to rebook my
flight.
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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
baggage
details
eastern
Booking
dollars
later
business
double
local
Penny
Prepaid
transfer
western
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VERB
Make up
Pick up
Put on
Turn over
COMMUNICATIVE FUNCTIONS
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
Thats why I called, sir.
Making a Follow up
Giving suggestions
Possible meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box
Dead air
Get back to
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
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Throws back
How can I put it?
Is in for
May sound like a dumb
question
Marionette.uhmm _____________.
Yes, are you saying something?
I was wondering if you could help meId like to know uhmmwhat topics
make for a good small talk?
Thats 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.
Yes, I understand that. My problem is how do you know if the client _________
some small talk while waiting.
I think the secret is for you to be sensitive to know the answers.
This _____________, but could you tell me how to gauge a clients response.
Listen to the tone of his voice. If he sounds lukewarm or unfriendly even if he
answers your question, hes 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.
How do I fill in _______________?
Sound sincere in saying youre retrieving the information he needs, but its
taking a longer time. Ask if you could just call him back. If he agrees, get his
A:
B:
A:
B:
phone number. If he says hell wait, ask for 2-3 minutes. Dont keep quiet
though. Say something like youre doing your best to be quick but the system is
really slow, but assure him youll soon get there.
Okay, thanks for that. Let me ________________ client response. If the client
sounds enthusiastic, does that mean hes inviting a conversation?
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.
That sounds great. Thanks.
I have to go. See you.
GRAMMAR
SUBJECT-VERB AGREEMENT (Part 2: Rules 7-10)
RULE 7: Neithernor, neitheror 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.
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
weeks 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.
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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
4. To master subject-verb agreement rules
-------------------------------------------------------------------------------------------------------------------------
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, Maam?
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, Maam. The fastest way to get there is through the Express Train on
NorthEast Line.
CLNT: where do I take that?
CSR: youve got to exit through Gate A and walk about 20 meters to the waiting
lounge. There youll 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: Itll only take you 15-20 minutes.
CLNT: Uh-uh. Ill take that. Youre a big help. Thanks.
CSR: My pleasure, Maam. Hope you enjoy your trip.
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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
/f/
Affair
Beef
Cough
Deafen
Fact
Fair
Feign
Fin
Foot
Laugh
Leaf
Often
Phase
phone
D. Pronunciation Exercises
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 couldnt 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 dont forget to put your feet under your shoes.
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Nouns
Verbs
Adjectives
Adverbs
Demonstratives
Interrogatives
Function Words
1.
2.
3.
4.
5.
6.
7.
8.
Articles
Prepositions
Personal Pronouns
Possessive adjectives
Relative pronouns
Common conjunctions: and, but, yet, so
The word ONE when used as pronoun
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, arent you?
A:
B:
A:
B:
COMMUNICATIVE FUNCTIONS
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
Itll take aboutminutes.
Use the following expressions to give instructions:
Youve to exit through
Walk about _________________ meters
Look for
Giving instructions
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Possible Meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and Idiomatic
expressions from the box.
hurdles
On me
Run into
All ears
Got down to business
Went to that length
A:
Hey, good to see you, Brooke! How have you been?
shrugged
Baptism of fire
B:
Same here, Marionette. Well, Im okay. Talking of mental telepathy, I was
wishing Id ____________ 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:
its all right. Im relieved I didnt 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:
B:
A:
B:
A:
There are still some things Id like to discuss with you some realizations while I
was taking calls.
B:
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:
A:
If the client didnt respond to my question, I didnt take it personally, so I didnt
feel bad. I just ____________ my shoulders and ___________. I was friendly, and
accommodating.
B:
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A:
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 its terrible! I think the information (has, have) been tampered with.
3. A: How much (is, are) a pair of Gucci sunglasses nowadays.
B: Its rather expensive now. Why (doesnt, dont) 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.
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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.
Criteria:
Spontaneity probability of the situation
Correct use of vocabulary and expressions in context
Correct production of vowel sounds
Correct use of intonation patterns
Accuracy in making the subject agree with its verb
----------------------------------------------End of Day 8 ---------------------------------------------------------------
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Day 9
Giving Assistance and Handling Direct Flights
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
4. To master subject-verb agreement rules
-------------------------------------------------------------------------------------------------------------------------
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, Im sorry, sir, but its 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 Ill have to check with another airline then. Thanks for your
help anyway.
CSR: Youre 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.
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/ b / Sounds
/ v / sound
/ fv/
Rove
Vain
Van
Veer
Vest
Vet
Viking
voice
D. Pronunciation Exercises
1. I bet your vet is better than mine.
2. Dont 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 Boys 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.
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COMMUNICATIVE FUNCTIONS
A. Exercises: Practice reading the dialogue in Prepare to Speak with a partner. Pay
attention to the common expressions used to give assistance to clients inquiries.
B. Techniques: use the following expressions to give assistance to clients inquiries.
Let me check that
When are you leaving, sir?
Oh, Im sorry, sir, but its not.
Possible Meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box:
Tricks of the table
Pretty occupied
Better said than done
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Put a premium on
The ins and outs
Wrap up
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
Now I remember \, we met during the orientation. Youre from the Travel
Account.
B:
B:
A:
B:
A:
OK, efficiency means giving your clients the accurate information they need at
the shortest possible time possible. Its assuring that while theyre waiting, were
processing data. Its 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:
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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.
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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.
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Example: That the agents clamor for a salary increase doesnt 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 (doesnt dont) 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.
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
Correct use of vocabulary and expressions in context
Correct production of vowel sounds
Correct use of intonation patterns
Accuracy in making the subject agree with its verb
----------------------------------------------End of Day 8 ------------------------------------------------------
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Day 10
Giving Special Offers and Discounts
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:
Agent:
CLNT:
Agent:
CLNT:
Agent:
CLNT:
Agent:
CLNT:
Agent:
CLNT:
Agent:
CLNT:
Agent:
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1-800-672-7485
IMI Cruise. Good morning. This is ______. How may I help you?
Id like to book for a four-day cruise to the Caribbean.
Is it the Royal Caribbean or the Celebrity Cruise?
Royal Caribbean.
Thats very timely for our discount offers.
Could you tell me about that?
Yes, of course. If you book any Royal or Celebrity Cruise in the next two more
weeks, youll receive a free hotel vacation, which includes 3 days and 2 nights.
Sounds good, huh? Book me then.
Maam, 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.
Uh-uh. Can that be for two? I want to take along my husband?
Definitely, maam.
Thats settled.
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/
/b/
Bin
Bad
Tab
Label
Rebate
Bill
Rebel
Cub
Lab
Stab
Tub
Back
best
D. Pronunciation Exercises
1. Lets 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.
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Daughter:
Yes.
Mother:
Daughter:
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 dont have to worry too much, mom.
Mother:
COMMUNICATIVE FUNCTIONS
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:
Thats very timely for
If you book anyyoull receive
Maam, to qualify and get the package, you have to be
This should be paid in/through
C. More practice: Can you add to the list?
Expressions used to offer a product or service to the client
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Possible Meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box:
nosy
Get used to
sparingly
Breathing space
profitable
Summing up
A:
B:
A:
Too absorbed in
Paths crossed again
Graveyard shift
Only to some extent, because starting next week, Ill be on the ____.
B:
A:
B:
What are writing? When I saw you, you were ________ whatever youre doing.
A:
B:
A:
B:
A:
Ways to avoid misunderstanding. First is to restart what the client said. Another
is to ask for a repetition if you didnt catch what he meant. This should be done
_______ though because it might give the client the impression that you werent
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:
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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:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
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IMI Travel Links. Good morning. This is ___________. How may I help you?
I am looking for a very affordable vacation package to Hawaii. Do you have
anything between $300-$500 right now?
There (1. is, are) three different packages at the moment, maam. Would you
like me to go over them for you?
Sure.
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.
That sounds good! But Id like to hear the rest.
Maam, 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.
Uh-huh. How about the last one?
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?
Well, I find it tough to decide now. Do you have any suggestions?
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.
Is that so? Until when is this promo effective? I think I still have to talk to my
husband about it.
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.
Thats ok. But Im also in a tight budget now.
Ok, maam our company (10. is, are) always here to help you. Call us back
anytime. Well be happy to serve you again.
Thank you very much. Ill definitely call back.
Thank you for calling Travel Links. Have a nice day. Bye.
ASSESSMENT
Spontaneity
Probability of the situation
Correct use of vocabulary and expressions in context
Correct production of vowel sounds
Correct use of intonation patterns
Accuracy in making the subject agree with its verb
----------------------------------------------End of Day 10 ----------------------------------------------------
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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 ones 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 IMI Travel. This is Kenneth. May I help you?
B:
A:
Im checking to see whats availableOkay, I found one on Cargo Air for $417,
direct flight.
B:
A:
Okay, sir. Ill check with other airlines. Would you mind holding?
B:
A:
There are three other flights from San Francisco to Houston. Please take note of
these flights and the rates:
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Continental Airlines:
1. Depart 12:33PM
Arrive 6:06PM
2. Depart 6:30AM
Arrive 12:14PM
San Francisco, CA
Houston, TX
United Airlines:
3. Depart 11:16AM
Arrive 5:06PM
B:
The price is the same. Ill take the United Airlines and book me on this flight.
A:
Ill do that. Sir, let me give you s brief rundown of your flight schedule. Youre
asking United Airlines leaving San Francisco at 11:15AM and arriving Houston at
5:05PM. Airfare is $346.
B:
A:
Yes, you may, but please confirm your flight and pay at least a day before
departure. Anything else, sir?
B:
A:
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/
/g/
Against
Ago
Beg
Begin
Eager
Gain
Gold
Good
Gun
mug
D. Pronunciation Exercises
1. Im 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.
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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 there lives an unwritten record in every heart felt, though never embodied.
-Pericles
COMMUNICATIVE FUNCTIONS
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
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Possible Meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box:
direct flights
day off
connecting flights
times 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:
B:
A:
Because theres a three-day weekend and vacationers cant 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:
B:
A:
B:
A:
B:
If you want. You know I was just thinking of a two-day cruise along the harbor
sunset. Then well have a dinner at the Manila Bay Restaurant. Im __________
to eat some seafood.
A:
Seafood is great, but I dont think they ____________ me. You knowallergies.
Im sorry.
B:
A:
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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
Simple
Progressive
PAST
The client called the CSR
yesterday.
The client was calling the
CSR yesterday.
PRESENT
The client calls the
CSR.
The client is calling
the CSR.
Perfect
Perfect
Progressive
FUTURE
The client will call
the CSR tomorrow.
The client will be
calling the CSR
tomorrow.
The client will have
called the CSR
tomorrow.
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
Simple
Progressive
Perfect
Perfect
Progressive
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PAST
PRESENT
FUTURE
Past
call
speak
called
spoke
Present
Participle
calling
Speaking
Past
Participle
Called
spoken
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.
put
burst
Present
Past
Present Participle
put
putting
burst
bursting
Irregular verbs with the same past and past participle
Past Participle
(has/have) put
)has/have) burst
Present
Past Participle
(has/have) bought
(has/have) dealt
(has/have) thought
Past
Present Participle
buy
bought
buying
deal
dealt
dealing
think
thought
thinking
Irregular verbs that Change in Other Ways
Present
choose
come
go
eat
write
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Past
chose
came
went
ate
wrote
Present Participle
choosing
coming
going
eating
writing
Past Participle
(has/have) chosen
(has/have) come
(has/have) gone
(has/have) eaten
(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. Im 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.
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
Strengths:
______________________________________________________________________________
______________________________________________________________________________
Areas for Improvement:
______________________________________________________________________________
______________________________________________________________________________
ASSESSMENT
Spontaneity
Probability of the situation
Correct use of vocabulary and expressions in context
Correct production of vowel sounds
Correct use of intonation patterns
Accuracy in making the subject agree with its verb
-----------------------------------------------------End of Day 11 -------------------------------------------------------
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Day 12
Cancelling/Rescheduling Flights
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:
IMI 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 dont have it.
A:
Did you forget, Maam?
B:
Cant you just look it up by my name?
A:
Ok, Maam. First, I have to find your reservation. Could you give me your flight
number?
B:
T 732
A:
Thanks. Please hold on a minute. Im locating your record now. Im almost there.
Here we go; Ive got it. Maam, youre 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:
Thats right. How much will that cost me?
A:
Just a moment, maam. Let me see whats available. HmmmmIm 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.
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B:
A:
B:
A:
B:
A:
B:
A:
B:
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
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/ d/
Believed
Bread
Dame
Den
Gold
Greedy
Mad
Made
Played
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. Dont 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
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COMMUNICATIVE FUNCTIONS
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
Possible Meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box:
Fix you
Downer
Tower of Babel
A:
B:
A:
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Spinning
Strain
Lost my composure
Make out
Catch your health
Keep your cool
B:
A:
Good girl!
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.
Great!
Thank goodness, I didnt panic, but I almost __________________.
Trust yourself; you can _______________.
Excuse me, I think I need a glass of very cold orange juice. I need a ___________.
My adrenaline is still up!
Let me ________________ a drink then.
B:
A:
B:
A:
B:
GRAMMAR
Verb tenses
Use of tense in Present Time. The simple present is used to show present action or condition.
Present
action
Present condition :
Regularly occurring
Regulary occurring
Condition
Constant action :
Constant condition :
Now, the present progressive indicates actions that are in progress at the time of speaking.
Uses of the present progressive tenses.
Continuing action
Continuing condition :
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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)
_______________________________________________________________________
_______________________________________________________________________
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GUIDE QUESTIONS
CHECK THE APPROPRIATE COLUMN AND EXPLAIN YOUR ANSWER.
YES
NO
Strengths:
______________________________________________________________________________
______________________________________________________________________________
Areas for Improvement:
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______________________________________________________________________________
______________________________________________________________________________
ASSESSMENT
Spontaneity
Probability of the situation
Correct use of vocabulary and expressions in context
Correct production of vowel sounds
Correct use of intonation patterns
Accuracy in making the subject agree with its verb
-----------------------------------------------------End of Day 12 -------------------------------------------------------
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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 isnt my fault.
And not only that, I also lost my payment for a hotel reservation because I didnt
give a 24-hour notice. This is outrageous! Your money-sucking agency. Damn
you!
A:
I understand your situation, maam, 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 rebook me in the next mornings flight. The agent obliged, but with a $100 penalty.
Isnt that unfair? My hotel booking too was not cancelled because of the 24-hour
notice policy. Stupid policies! Darn!
A:
Im really very sorry, maam.
B:
I want a refund of the flight penalty and my hotel reservation.
A:
May I get your name, maam?
B:
Therese Carmichael.
A:
Access code?
B:
I dont know.
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A:
B:
A:
B:
A:
B:
A:
Its all right. Could you hold for a couple of minutes while I put you through to
our supervisor?
Thanks.
Sir, theres a complaint from a customer. Im forwarding to you her record. This
is her complaint
Okay. Put her through.
Please keep your cool maam. I will now connect you to our supervisor.
Thank you.
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
/ z / Sound
Advice
Advice
Bless
Class
Hostess
Process
Progressive
Same
Seen
Several
tense
Blaze
Cause
Crazy
Cruise
Glitz
Roosevelt
Rose
Zip
zoo
D. Pronunciation exercise
1. Theres a very affordable restaurant on Roosevelt Avenue.
2. My relatives are going on a cruise next week.
3. Dont worry, Ill 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.
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COMMUNICATIVE FUNCTIONS
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.
Im, really sorry, ____________.
Its all right.
Please keep your cool.
C. More practice: Can you sad the list?
Handling Complaints
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Possible Meaning
E. Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box:
Beat up
Busted my chance
Freaking out
Spaced out
Passed up
Giving me a creep
A:
B:
A:
B:
A:
B:
There was this very angry client because she was penalized for a cancelled flight.
At the moment I felt shes ______________ because of her voice. It wasnt her
fault she said if there was a snowstorm. She didnt also get a refund for her
cancelled hotel booking and shes running out of cash so she desperately looking
for a ______________. That does add up to her irritation. She missed the refund
because she wasnt able to notify the hotel in 24 hours earlier. Oh my, she was
really ________________ and I was tongue-tied.
A:
B:
I remember I stuttered, and then I said Id refer her case to the supervisor. I
regret I ____________ handling that complaint effectively.
A:
Dont ___________ yourself about it. Charge it to experience. Next time, youll
be more composed and youll be able to handle a complaint well.
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GRAMMAR
Prepositions: At, On, In (time)
We use:
at midnight
on Christmas day
In October
in 1968
In (the) winter
in the past
in (the) future
We say:
In the morning(s)
in the afternoon(s)
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in the evening(s)
On Friday (morning)
on Saturday afternoon
on Monday evening
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)
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
January 1, 2008
On Thanksgiving Day
In a months time
Next year
On Fridays
At lunchtime
At ten oclock
At the moment
In summer
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ASSESSMENT
Spontaneity
Probability of the situation
Correct use of vocabulary and expressions in context
Correct production of vowel sounds
Correct use of intonation patterns
Accuracy in making the subject agree with its verb
-----------------------------------------------------End of Day 13 -------------------------------------------------------
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