SYKES ACADEMY

DAY 01
 AGENDA

 Look into how to spell and use telephone alphabet

 Practice different ways of saying numbers

 Recognize parts of speech

 Analyze different sounds, accents and pronunciation

of the English Language

 Learn some listening strategies and employ them in

authentic listening

 Use paraphrasing techniques in call center situations

2
WARM UP
TRUE OR FALSE
 IDIOM OF THE DAY
UP AND RUNNING

If something is up and running, it has

started and is functioning
successfully.

Example: “Once we finish the

troubleshooting, your
cell phone will be up and running.”

4
 EXAMPLES
UP AND RUNNING

It seems there was an issue with the system…

Unfortunately, there was a power outage. Yet…

I finally set the ground rules and procedures…

Everything’s up and running since…

I’m sure it’s up and running because…

5
WHY IS SPELLING IMPORTANT

HOW DO YOU SPELL THIS NAME?

Khamaka Brekker
 TELEPHONE ALPHABET
ENGLISH / NATO

A B C D E F G
Alfred Benjami Charles David Edward Frederic George
Alfa n Charlie Delta Echo k Golf
Bravo Foxtrot
H I J K L M N
Harry Isaac Jack King London Mary Nelly
Hotel India Juliet Kilo Lima Mike Novemb
er
O P Q R S T U
Oliver Peter Queen Robert Samuel Thomas Uncle
Oscar Papa Quebec Romeo Sierra Tango Unifor
m
V W X Y Z
Victor William X-ray Yellow Zebra
7 Victor Whisky X-ray Yankee Zulu
 SYMBOLS AND PUNCTUATION

: ; , # / \ *
Colon Semicolo Comma Pound Slash Backslash Asterisk
n sign or star
^ . @ & ~ ! ?
Carat Period or At Ampersa Tilde Exclamat Question
dot nd ion mark mark
- + = > < [] ()
Dash or Plus Equal Greater Less than Brackets Parenthes
minus than is
{ } “ ‘ _ -
Squiggly Double Single Undersco Hyphen
brackets quote quote re

8
 HOW DO YOU PRONOUNCE THEIR NAMES?

Saoirse Ronan Quvenzhané Wallis

Charlize Theron Milla Jovovich

Galifianaki
s
9 Amanda Seyfried Zach Γαλιφιανάκης
READING NUMBERS
PDF PAGE 05

four hundred and fifty-six the eighteenth of April nineteen eighty-

three (UK)
three thousand and twenty-seven
nineteen twenty-nine
zero point one two five
eighty-five per cent
quarter to five in the evening
twenty-five dollars thirty-eight cents
seventy-five meters squared
SMALL ADVANTAGES
English tips #01 – PLOSIVE SOUNDS
SMALL ADVANTAGES
English tips #02 – FLAPPING AND GLOTTAL STOPS
SMALL ADVANTAGES
VOWELS THAT DON’T EXIST IN PORTUGUESE
 PRETTY REGULARLY!!!

14
ONE WOMAN, 17 BRITISH ACCENTS
Anglophenia Ep 5
 BASIC PARTS OF Steve can play the trumpet.
THE SPEECH Do you like dogs?
(PARTS OF A They listen to music every day.
SENTENCE)
She is an old lady.

Has your father ever been to Australia? The group went climbing in the
mountains.
This wood will make a good hiding
place. My father drives carefully.

This is a fast car. The play was fantastic.

He did well in the test. They lived many miles from the town.

16 She was made to repeat the whole

17
 LISTENING STRATEGIES
 Pay attention to contente, not to the customer’s
atitude. Judge the material, not the delivery.
 Put asside emotional concerns if you disagree
with what is being said, hold your judgement
or answer until the customer has finished
saying everything.
 Listen to ideas, not just to facrs and words.
 Watch fo clues of importante information.
 Keep your mind open even if you hear
emotional words.
 Be prepared to ask questions in case you
need to clarify information.
 Don’t stop listening of taking notes during
discussion periods.
 Work on listening instead of pretending to
listen.
 Resist external distractions such as
someone talking or things happening
around you.
 AGENDA

 Look into how to spell and use telephone alphabet

 Practice different ways of saying numbers

 Recognize parts of speech

 Analyze different sounds, accents and pronunciation

of the English Language

 Learn some listening strategies and employ them in

authentic listening

 Use paraphrasing techniques in call center situations

19
THANK YOU!