SYKES ACADEMY DAY 6

IDIOM OF THE DAY: Get the hang of something

When you get the hang of an activity, you now know how to do it correctly.
EXAMPLE: “Peter finally got the hang of his work, he doesn’t get escalated anymore.”

/ʃ/ vs. /tʃ/ vs. /Ʒ/

(Pressure-Preacher-Pleasure)1

/ʃ/: To make this sound, practice the previously covered sound /S/.
Put the tip of your tongue up and back a little to make /ʃ/. Push your
lips forward a little into a circle.

/tʃ/: Practice the sounds /t/ and /ʃ/. To say /tʃ/, begin to make /t/.
Then move your tongue back and away from the roof of your mouth
as you say /ʃ/. Do NOT use your voice. You may even feel the sound
in your stomach when you say it strongly.

/Ʒ/: Practice the sound /ʃ/. Use your voice to say /Ʒ/

Exercise 1: For the following words, listen and repeat with you teacher. Then practice saying them with a
partner.

/ʃ/ she station permission

should condition discussion
brush appreciate glacier
patient inertia sufficient
musician cautious negotiate
Chicago sugar sure
pressure ocean issue

/tʃ/ watch scratch nature

picture statue fortune
actual situation suggestion

/ Ʒ/ measure television collision

pleasure garage revision
treasure Asia leisure
occasionally decision vision

1
(Illustrations taken from Pronunciation Pairs. Cambridge University Press, 2007.)
 SYKES ACADEMY DAY 6
Websites:
http://www.learnersdictionary.com/pronex/pron26.htm
http://www.learnersdictionary.com/pronex/pron46.htm

Exercise 2: Listen and repeat the following minimal pair sentences, then say them to your partner while
your partner tries to select the sentence s/he hears.

/∫/ /t ∫/
1. They’re sheep. 1. They’re cheap.
2. He shows nice pictures. 2. He chose nice pictures.
3. I counted ten ships. 3. I counted ten chips.
4. He took my share. 4. He took my chair.
5. They’re washing my car. 5. They’re watching my car.
6. You should cash it. 6. You should catch it.
7. He put it in the dish. 7. He put it in the ditch.
8. I’m going to mash them. 8. I’m going to match them.
9. Your Porsche is beautiful. 9. Your porch is beautiful.
10. We’ve already washed it. 10. We’ve already watched.

Exercise 3: Odd-one-out. One word in each group below does NOT have the same sound as the other
words. Find it and circle it.
1. special precious mission vision
2. leisure garage pressure version
3. confusion show garage pleasure
4. casually shortcut should insurance
5. leash television shell shine

Exercise 4: Complete the following sentences with the correct word from the box. Check your dictionary
if you don’t know the meaning of a word. Then, construct a conversation using the words from the
exercise and read it to the class.

1. “Mrs. Sheraton, I see here a charge for $50 from the U.S.______________________.
2. "I am sorry Mr. Louis; you will only be able to find __________________ phones online."
3. “We __________________ your __________________ in waiting to speak with us today.”
4. "Could you confirm your __________________ address, please?"
5. “I’d be my pleasure to __________________ this card for you, Mrs. Shawn.”
6. "We have done a __________________ to solve your messaging problem, so now everything will
be working just perfectly."
7. “My system __________________ a payment for $54 made at Sherry’s Cherry Pies.”
8. “"It __________________ happens whenever we are updating the device information."
 SYKES ACADEMY DAY 6
PERFORMANCE

From the following video identify /ʃ/ /tʃ/ /Ʒ/ /th/ sounds and final /t/, /d/, /s/, /z/ sounds and write them
in the chart, mirror the person speaking and record your voice.

Sebastian Thrun and Chris Anderson TED2017 What AI is — and isn't (mirror segment 13:45 - 14: 30)
https://www.ted.com/talks/sebastian_thrun_and_chris_anderson_the_new_generation_of_computers_is_prog
ramming_itself/transcript?referrer=playlist-future_forward_thoughts_on_tech

/ʃ/ /tʃ/ /Ʒ/ /th/ Final /t/ Final /d/ Final /id/ Final /s/ Final /z/

Simple Future

Grammar Explanation:

1. You can use be going to or will to talk

about future plans or predictions.

Examples:

Sir, you are going to receive your new cell phone next October 3rd.

Sir, you will receive your new cell phone next October 3rd.

2. Use be going to, will, the present progressive, and the simple present tense to talk about things in
the future.

2a. Use be going to when there is something in the present that leads to the prediction.
Example:
Based on this information you’re providing to me, I’m going to create your account immediately.

2b. Use will when you decide something at the moment of speaking.
Example:
A: Sir, there is a special offer for a 64 gigabyte IPhone 11 for just $699.99.
B: Well, it sounds like a good price. I’ll take it.
 SYKES ACADEMY DAY 6
Examples:

Next week, I’m going to start my job as a Customer Service Agent.

Next week, I’ll start my job as a Customer Service Agent.

Next week, I’m starting my job as a Customer Service Agent.

Next week, I start my job as a Customer Service Agent.

3. Usage Notes: Sometimes only one form of the future is appropriate, but in many cases more
than one form is possible.

a) Use be going to or will to make predictions or guesses.

Examples:

I guess today is going to be a really busy day at work.

I guess today will be a really busy day at work.

b) Use be going to (not will) when something in the present leads to a prediction.
Example:

Ma’am, please consider getting a Platinum card instead for your shopping needs. It’s going to be
much more convenient for you.

c) Use be going to, will, or present progressive to talk about future intentions or plans.
Examples:

We are going to reward you for being one of our VIP customers.

We will reward you for being one of our VIP customers.

We are rewarding you for being one of our VIP customers.

d) We often use will when we decide something at the moment of speaking. We also use will to
make offers.
Example:

A: Excuse me, sir. Do you mind if I place you on hold for a couple of minutes?
 B: I don’t know….Ok, I’ll wait.

e) We often use the present progressive when we talk about future plans that have already been
arranged. There is usually some reference to the future that shows that the event is not happening right
now.
Example:

Ok ma’am, the shipping company is shipping your product next October 10th; so you might be
getting your package before the 15th.

f) Use the simple present tense to talk about scheduled future events such as timetables,
programs, and schedules.
Example:
 The due date for your next payment is next September 25th.
 SYKES ACADEMY DAY 6
Exercise 1
Use the appropriate future tense form in each case (will, going to, present progressive or simple present
tense). Some items may have more than one correct answer.

1. Hi, I'm Kevin Smith, and I'm part of the professional team of installers and technicians at
Weltman Home Services. My next scheduled visit to your home ________________ on December 1 st.
Before I arrive to your home, I want you to know a little bit about me, and what to expect.

2. I ________________ treat you and your home with complete respect. I have the entire
Weltman team to back me up should I require any support during my visit to your home.

3. Once I arrive, I ________________ look things over and explain what's needed to do the job
correctly.

4. I ________________ answer all your questions. If you like, I can have a look around to see if any
other repair issues might be brewing. I'll give you a guaranteed upfront price and, even if the job is more
complicated than expected, you won't pay one dime more.

5. I ________________ leave the work area as clean (or cleaner!) than I found it. 6. Finally, I
________________ call you one week after the job is done in order to check if everything is working
appropriately.

Oh, and in case you're interested, my favorite movie of all time is Ironman, my favorite sports team is
the New York Giants, and I'm passionate about my home and family!

On behalf of all of us at Weltman Home Services, thank you for allowing us to serve you today. I know
you had other choices, which means my goal is to make you glad you chose us!

Exercise 2
Use either the Simple Present Tense (SP) or the Present Progressive (PP) to complete the following future
tense sentences appropriately. The tense you should use in each case has been provided to you.

1. (SP) Sir, I’m happy to inform you that your package __________________ (arrive) to our facilities
on May 21st, 2012.

2. (PP) Well, apparently in your next billing statement, you __________________ (get) charged an
extra $12.99 for being late in your last payment.

3. (SP) When you __________________ (receive) your Platinum credit card, please give us a call
back in order to help you activate your online account.

4. (PP) Because of the $50 more that you paid in your last bill, you __________________ (see) an
extra $50 credited on your bill.

5. (SP) The technician’s visit __________________(be) for next Friday October 17th.
 SYKES ACADEMY DAY 6
Use of Verbs Do & Make

'Do' or 'make' used as main verbs can be confusing to the majority of learners. The verb 'make' is used
together with some words and the verb 'do' with other words.

Do

We use the verb 'do' when someone performs an action, activity or task.

do a crossword do the laundry do the ironing do the washing

do the washing up

'Do' is often used when referring to work of any kind.

do your work do housework do homework do your job

These activities do not usually produce a physical object.

'Do' for General Ideas

Use the verb 'do' when speaking about things in general. In other words, to describe an action without
saying exactly what the action is. This form is often used with the words 'something, nothing, anything,
everything, etc.'

 I'm not doing anything today.

 She's doing nothing.
 He does everything for his mother.

Important Expressions with 'Do'

There are a number of standard expressions that take the verb 'do'. The best solution is to try to learn
them.

do badly do time - (to go to prison) do business do well

do the dishes do your best do a favor do your hair
do good do your nails do harm do your worst
do the laundry

Make

We use the verb 'make' for constructing, building or creating.

 make a dress
 make food
 make a cup of tea / coffee
 SYKES ACADEMY DAY 6
'Make' is often used when referring to preparing food of any kind.

make a meal - breakfast / lunch / dinner

These activities usually create something that you can touch.

Important Expressions with 'Make'

There are a number of standard expressions that take the verb 'make'. The best solution is to try to
learn them.
make a promise
make amends make a remark
make apology make a sound
make arrangements make a speech
make believe - (to pretend) make a suggestion
make a choice make time
make a comment make a visit
make a decision make your bed - (to prepare the bed
make a difference for sleeping in)
make an effort Make copies
make an inquiry
make an excuse
make a fool of yourself Do not use make here
make a fortune
make friends Take a test
make a fuss Ask a question
make a journey
make a list
make love (Explanation taken from:
http://www.learnenglish.d
e/ )
make a mess
make a mistake
make money
make a move
make a noise
make a phone call
make a plan
make a point
make a profit
 SYKES ACADEMY DAY 6
Exercise: Make vs. Do
Can you find mistakes in the following sentences? Try to identify them in the following statements. Not all
of them have mistakes.

1. I did some calls yesterday. The clients were pretty satisfied with the service.

2. Mr. Whitman, I’d be glad to make any necessary changes to your account.

3. The company made business with Telecommunications Inc last year.

4. Can you please make me a favor?

5. Mrs. Jenkins, that won’t do any harm to your credit card.

6. I’d like to do a suggestion for the new investment plan.

7. The Human Resources Department makes research every year in relation to human capital.

8. Mr. Mendelson, I’ll make my best to solve your problem.

9. The accountant made a mistake when he calculated the income per month.

10. We are doing some progress in regards to the use of the new recruitment software.

11. There’s no problem. We’ll make any necessary arrangements so your problem will be fixed soon.

12. The company will do an offer and wait for the response.

Vocabulary - VLANs
10. Physical 20. Switches
1. Devices 11. Broadcast 21. Multiport
2. Configured 12. Domains 22. Bridges
3. Communicate 13. Layer 23. Within
4. Attached 14. Receive 24. Traffic
5. As if 15. Frames 25. Interconnect
6. When in fact 16. Typically 26. Interfaces
7. Located 17. Bounded by 27. Associated
8. Segments 18. Routers
9. Logical 19. Forward

PERFORMANCE

Roleplay set expectations: explain to the customer how next bill will look like after changing his/her plan
from two lines in Get More Unlimited to Mix and Match one smartphone in Get More Unlimited and
one smartphone in Start Unlimited
 SYKES ACADEMY DAY 6
Overview of VLANs

A VLAN is a group of devices on one or more LANs that are configured to communicate as if they were
attached to the same wire, when in fact they are located on a number of different LAN segments.
Because VLANs are based on logical instead of physical connections, they are extremely flexible.

VLANs define broadcast domains in a Layer 2 network. A broadcast domain is the set of all devices that
will receive broadcast frames originating from any device within the set. Broadcast domains are typically
bounded by routers because routers do not forward broadcast frames. Layer 2 switches create
broadcast domains based on the configuration of the switch. Switches are multiport bridges that allow
you to create multiple broadcast domains. Each broadcast domain is like a distinct virtual bridge within a
switch.

You can define one or many virtual bridges within a switch. Each virtual bridge you create in the switch
defines a new broadcast domain (VLAN). Traffic cannot pass directly to another VLAN (between
broadcast domains) within the switch or between two switches. To interconnect two different VLANs,
you must use routers or Layer 3 switches. See the "Overview of Layer 3 Interfaces" section for
information on inter-VLAN routing on Catalyst 4500 series switches.
Figure 10-1 shows an example of three VLANs that create logically defined networks.
Figure 10-1 Sample VLANs

VLANs are often associated with IP subnetworks. For example, all of the end stations in a particular IP
subnet belong to the same VLAN. Traffic between VLANs must be routed. You must assign LAN interface
VLAN membership on an interface-by-interface basis (this is known as interface-based or static VLAN
membership).

PERFORMANCE:
Write an e-mail guiding the customer on how to configure a VLAN Correctly using formal expressions
 SYKES ACADEMY DAY 6
Active Listening Skills

1. Restating
To show you are listening, repeat every so often what you think the person said — not by parroting, but
by paraphrasing what you heard in your own words. For example, “Let’s see if I’m clear about this. . .”

2. Summarizing
Bring together the facts and pieces of the problem to check understanding — for example, “So it sounds
like . . .” Or, "If I understood correctly, you…"

3. Minimal encouragers
Use brief, positive prompts to keep the conversation going and show you are listening — for example,
“umm-hmmm,” “Oh?” “I understand,” “I see…” “Please go on.”

4. Reflecting
Instead of just repeating, reflect the speaker’s words in terms of feelings — for example, “This seems
really important to you. . .”

5. Giving feedback
Let the person know what your initial thoughts are on the situation. Share pertinent information, and
observations. Then listen carefully to confirm.

6. Emotion labeling
Putting feelings into words will often help a person to see things more objectively. To help the person
begin, use “door openers” — for example, “I understand that you’re feeling frustrated. . . worried. . .
anxious. . .”

7. Probing
Ask questions to draw the person out and get deeper and more meaningful information — for example,
“Is this a savings or a checking account?”

8. Validation
Acknowledge the individual’s problems, issues, and feelings. Listen openly and with empathy, and
respond in an interested way — for example, “I appreciate your willingness to talk about such a difficult
issue. . .”

9. Effective pause
Deliberately pause at key points for emphasis. This will tell the person you are saying something that is
very important to them.

10. Silence
Allow for comfortable silences to slow down the exchange. Give a person time to think as well as talk.
Silence can also be very helpful in diffusing an unproductive interaction.

11. “I” messages

By using “I” in your statements, you focus on the problem not the person. An I-message lets the person
know what you feel and why — for example, “I am sorry to hear that . . .”
 SYKES ACADEMY DAY 6

USEFUL EXPRESSIONS: Starting presentations

On behalf of myself and Cisco, I'd like to welcome you. My name is …

Hi everyone, I'm Huge Deel. Good to see you all.

Introducing the topic

I'm going to tell you about the ideas we've come up with for the ad campaign.
This morning, I'd like to outline the campaign concept we've developed for you.

Giving a plan for your talk

I've divided my presentation into three parts. Firstly, I'll give you background to the campaign
Secondly, I'll discuss the media we plan to use. Finally, I'll talk you through the storyboard for the TV
commercial.

Inviting questions
If there's anything you're not clear about, go ahead and ask me any questions you want.
If you have any questions, please don't hesitate to interrupt me.

LISTENING: Sebastian Thrun and Chris Anderson TED2017 What AI is — and isn't

https://www.ted.com/talks/sebastian_thrun_and_chris_anderson_the_new_generation_of_computers_is_prog
ramming_itself/transcript?referrer=playlist-future_forward_thoughts_on_tech

1. Read the title

a. Try to predict the content of lecture
b. Write down key terms / ideas
c. Check key vocabulary using a dictionary

2. Answer the following questions based on the conversation:

a. A software engineer makes lots of much money because they have to decipher a rule for
every contingency (true/false)
b. Deep learning have not helped cancer patients yet (true/false)
c. According to Sebastian a domain-specific function will stop computers from taking over
the world. (true/false)
d. Computers can help human break the rules of physics (true/false)
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SYKES ACADEMY DAY 6