Unit 10.

4
Any other business?
LEARNING OUTCOMES

 Identify the main idea (skimming) and

specific information (scanning) in a
recording of a conversation (helpline)
related to customer service.

 Writing minutes of a meeting using

reporting verbs.
 WARM UP

Has your
experience with
helplines been
positive or
negative?
 SURVEY: SERVICES ( )
What do you value most when you deal with a company’s
helpline?

 a free phone number

 friendliness as well as politeness
 knowing the person’s name
 no waiting time on the phone
 a personal response
 prompt follow-ups to your enquiry
 LISTENING: HELPLINES
Listen to a meeting.
What is the topic?
Choose one option.
o Helplines versus
websites
o Response times
on helplines
o Charges on
helplines
 LISTENING: HELPLINES
Listen again.
Make notes
about:

 The problem
 A suggestion
 The reaction
 An offer
 USEFUL LANGUAGE
TAKING PART IN MEETINGS (RASA)
Receive Yes Great You’re absolutely
right
Appreciate oh yeah hmmm OK

Summarizing So… What you’re saying In other words…

is…
Asking questions And is that...? Do you mean…?
 WRITING
Identify the
following:

The problem
A suggestion
The reaction
An offer
 WRITING
THE PROBLEM

A SUGGESTION

THE REACTION

AN OFFER
 WRITING

Underline FIVE
reporting verbs
in the
document.
 WRITING

Underline FIVE
reporting verbs
in the
document.
ADD THE REPORTING VERBS TO THESE GROUPS

SUGGEST

OFFER

REMIND

AGREE

INFORM
 CHOOSE THE CORRECT OPTION

1 The agent SAID / TOLD me that the company was being looked into.
2 The committee ASKED / PROPOSED waiting for the results of the survey.
3 My friend EXPLAINED / TOLD that there was a way to speak to an agent immediately on
the phone.
4 The person I spoke to ASKED / SUGGESTED me to send proof of my identity.
5 The company RECOMMENDED / WARNED clients that all deliveries would be delayed by
two days.
6 The hotel owner HAS INVITED / HAS REFUSED us to write about our experience on their
website.
7 My friend INFORMED / PROMISED not to get angry when he complained about the food.
8 The company REFUSED / REMINDED to give us our money back.
SPEAKING
Work in small groups of three. Discuss your
experiences and opinions on the use of
helplines. Use the vocabulary in the Useful
Language Box. Take notes.
 WRITING

Write the minutes of your

discussion during the
speaking activity. Use at
least THREE reporting
verbs. Upload your Word
document to CANVAS.
 METACOGNITION

27/05/2020 ENGLISH IV 16
REFLECTING

 What did we learn today?

 What was the learning
outcome expected?
 Do you have any
questions/ doubts?
ENGLISH IV 5/27/2020 17
 Reference:

[1]Helen Stephenson, Lewis Lansford & Paul Dummett (2016). Keynote

(Split B) – Upper Intermediate (1era edición). 2017:National Geographic
Learning - Cengage Learning.
Thank you !