13 DAYS ofCALL CENTRE TRAINING GUIDE MODULES Within the Customer Service Representative Working Environment ... CSR Training Focusing on Jbm (For classroom training purposes only. Not for Sale.) jbm1 DAILY TRAINING REQUIRED ELEMENTS TASK FOR THE DAY THE OBJECTIVES PREPARE TO SPEAK LEARNING GRAMMAR FUNCTIONS APPLY THE RULES/SKILLS ASSESSMENT jbm2 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 speaker’s natural way of communicating with each other JIM: SHIELA: JIM: Excuse me, is anybody sitting here? I don’t think so. Have a seat. Thank you. By the way, I’m Jim. I’m a CSR and I belong to Industrial Maintenance Account. jbm3 How are you? I’m fine. and you? I’m fin too. I just hope we’ll all be in the same unit. Why don’t you sit here and meet a new friend. Identify familiar expressions you used and the ones used in this text.Hello. too. When are the expressions used? How are they used? Expressions Used Function/s Now look at the following expressions Introducing of oneself A. Pleased to meet you. We better keep quiet now. Umm. the trainer is here. Lucy over here! Hi Sheila. Pleased to meet you. Oh. INFORMAL . COMMUNICATIVE FUNCTIONS Analysis: Recall your own dialogue in the introductions and the sample dialogue above.I’m… (+ information) May I introduce myself? My name’s _______________________________________ I’m…(+ information) B. My name’s___________________________________ . I’m ____________________________________________________________ jbm4 Hello. My name’s ______________________________________________________ . this is Jim. Thank you. FORMAL . that’s my friend. Lucy. Let’s keep our fingers crossed.Allow me to introduce myself.SHIELA: JIM: SHIELA: LUCY: SHIELA: LUCY: SHIELA: JIM & LUCY: SHIELA: I’m Sheila from the same account. We all belong to the same account. Informal Can I introduce… This is… I want you to meet… GREETING A. I’d like you to meet …. you often need to give not only your name. this is my friend. but it is only used for the first time. Informal Hello. Nice to meet you Hi. but also other relevant details about yourself or the situation you presently are having. It’s very nice to meet you. It’s very nice to meet you. Formal How do you do? B. …my counterpart. Formal Hi. …my old time friend. Note: when you meet people for the first time on a personal or business basis. jbm5 . Good to meet you. ADDITIONAL INFORMATION …he’s here for the week. This is when the greeting ‘How do you do?” is appropriate. this is my father. EXPRESSIONS B. POSSIBLE REPLY TO THE GREETING How do you do? I’m fine/I’m doing well. Example: Father. Annie. Nice to have you with us. Introducing others EXPRESSIONS A. …from the IMI division. Other rules in introducing others Younger to older – introduce the younger person to older person. Pleased to meet you. Nice/Good to meet you.Note: When introducing yourself to someone. The same is true when introducing someone to others. it’s usual to shake hands. …our sales manager. How do you do? I’m very pleased/delighted to meet you. Good morning. too. May I introduce… I’d like to introduce… ADDITIONAL INFORMATION …a colleague of mine. Annie. Informal See you later. FORMAL Thanks for your time. I have to go. gender. INFORMAL Got to go now… I have to run… I must be going… I have to rush off… OK. Mitch. Great talking to you. gender. B. or age. No problem. It’s alright. this is our new student. When you introduce people of the same rank. I have to get going too. Welcome.Male to female – introduce man to woman or boy to a girl. OK. Sure. Sure. Take care. No problem. Let me know how things work out. Closing the conversation Expression A. Bye. Keep me posted. Same here. Formal Talk to you later Thank you for your time. Thanks a lot for the information. See you again. Until next time… Possible Response You’re welcome. Would you excuse me please? I’d better not to take up any more of your time. John. It’s been nice talking to you. Bye jbm6 . My pleasure. Pre-closing the conversation A. Don’t worry about it. Same here. age. Ok. it doesn’t matter whose name comes first. Example: Ella. I really should be leaving. meet my friend. B. Any order – same rank. Lower rank to superior Example: Sir Miranda. Oh. Feel free to ask me anytime. I’ll work for Mr. I’m Jerry and work as a clerk at the Accounting Office. I’m also a newcomer. So just like you. Anne. Introducing oneself: Beginning. Simulation/role play After another orientation. right? By the way. A: Hello.pre-closing-closing Sample dialogue: Listen to the conversation among the call center staff. I’m Anne. Introduce yourselves to the others and introduce your new friends and trainers to your new acquaintances. for keeping the conversation going. I’m the new secretary. I think your workstation is next to mine. I’m glad you sit next to my place so you’re within reach if I have some questions. Pay attention to expressions used and the spontaneous way of introducing oneself to another person. A: But not as a neophyte as I am. Practice using the appropriate strategy for introducing yourselves and others. how long have you been working here? B: Not long enough. Then practice the dialogue with a partner. You want to introduce: Your new acquaintance to your boss A male friend to a female friend For Accent Theory: Get your Training Kit for accent and try to know the rules for American/British accent For Accent Practice: Get your Training Kit for accent and try to apply the rules for American/British accent APPLY THE RULES IN YOUR SKILLS A. the newly-hired agents and their trainers held a welcome party for all departments.Practice: Prepare a role play based on the following situations. Davis. I’ve been here for a month. He’s the Chief Accountant. A: Small world. B: Yeah.sustaining the conversation. jbm7 . B: Pleased to meet you. Be conscious too of your vowel and consonant sounds. Break time is over. See you later. B: See you then at the cafeteria. B: Will you have lunch with me? A: Sure.END OF DAY 1 ----------------------------------------- jbm8 . TEACHER’S 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 -----------------------------------------------------------. A: Really? That sounds great. Role-play presentation Given the situation above. I’ll reserve a seat for you and maybe you can meet my friends. B. create your own situation in introducing and greetings that are applicable and relevant to gatherings or interactions in your unit. Twelve fifteen? I usually take table ten.A: I guess I have to get back to work. sir.Day 2 Asking for and Giving Information on Flights and Airfares OBJECTIVES 1. Client: Not at all. D’you want to fly first or economy class? Client: Economy class. What are the available flights? And what’s the airfare at the moment? Agent: Well sir. How may I help you? Client: Yeah. my computer is rather slow today. This is Mitch. that depends. Let me check the flights. Dialogue Flights and airfare Agent: IMI Travel. What are the available morning flights from Washington D. I’m almost done. Sir. good morning. Here let me read the available airline flights and fares: Time 7:30 10:00am Multiple Carrier $123 $148 United Airlines $233 $248 US Airways $245 $347 Nonstop 1 Stop jbm9 . Agent: When d’you want to leave? Client: September 28. I’m planning to go to New York next week. To produce the /i/ and /iy/ sounds ------------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. To ask appropriate questions (Wh/H) to get desired information 2.C. to New York? Agent: Hold on a minute. This is Stuart Daly. Agent: Thank you. I hope you don’t mind waiting for a couple of minutes. To practice speaking using rising-falling information 4. To give appropriate answers to client’s questions on flights and affairs 3. 4. Have a nice day. 3. /i/ Sound /iy/ Sound C. Multiple Carrier. Pronunciation Directions: Go over the text again. Thank you. Bye. 7. 5. Okay then. Would you like to sit in seat number 3? I still don’t understand why they had to steal my tickets Can you at least provide me with a list of choices? We’ll make sure you get there. Don’t give me my brochure. No. I’d rather get rid of those things. sir. List down some of the words that represent the critical sounds /i/ and /iy/ in the text.Client: Agent: Client: Agent: Which flight would you like to take. Could you book that for me? Let me confirm with the airline first. Practice producing the following: /i/ bit bitch Fit Grit Hit It List mill Rid Sick Sit beach Eat Feat Greet Heat Least Meal Read Seat seek /iy/ beat itch Live Rich Sin Slip Still Wick will /i/ bit each Leave Reach Seen Sleep Steal Week Weak We’ll /iy/ beat D. Pronunciation exercises 1. You will surely arrive on time. 7:30 in the morning. 8. sir? The 7:30 flight – Multiple Carrier. Is there anything else I can help you with? That’s all. 6. I still think we’re going to hit the road tomorrow s=despite the heat. 2. It’s something I’d rather not eat. please. You’re welcome. I seek for a postponement for next week because my child is still sick. jbm10 . B. The chauffeur drove me around the city. to pages 11-20 of the Accent Kit) Intonation is the rising and falling when you speak. Sir? INFORMATION: Acquaintance’s family name QUESTION: _________________________________________________________ INFORMATION: Customer’s date of birth? QUESTION: _________________________________________________________ jbm11 . 9. where. Exercise 1-44: Building an intonation sentence CD 2 Track 13. Question words with short and long answers Drills: which of the Question words (what. You can avail yourself of the package tour to Rome. C. Additional Practice: 1. please provide an exam based on the ready tests of the book Lessons 1-25. 2. Intonation Pattern What is intonation? It is the speech music. He’s a chance passenger. 10. We’re finally leaving next week to live in Long Beach. Cf. or a staircase. ‘Speak English Like an American’ (Learn the Idioms & Expressions that will help you speak like a native). (cf. How do you reach me for the tickets? You see. 3. who. Vocabulary and Idioms Cf. 6. The tour guide graciously showed me around the museum. My flight to Chicago was cancelled. I’ve earned enough mileage for a free trip to Boracay. The receptionist at the hotel is very accommodating. 8. GRAMMAR A. She wants to join the caravan to Nepal. I’m not that rich to go all the way there just for that. It’s like a jazzy movement. 5.9. 10. E. 4. 7. If it is possible please play the CD/MP3. Example: INFORMATION: Social Security Number Question: What is your Social Security Number. (Note: For the teacher. will you use in asking with a follow up long answer? Write the exact question below the given information. The cab driver got me to the airport in time. and How). when. I left my luggage at the resort hotel. You want to share the day’s happenings with your friend. You had 30 good callers and 5 bad ones. Simulation: Prepare a 3 minute role play on the following situations. He is also expecting some discounts. He is booking a month in advance. He is flying with his wife and 3 teenage children. 1. Despite the good calls. A client calls to ask for flights and prices from Houston to New Orleans on December 15. B. Teacher’s feedback: Spontaneity Probability of the situation Correct use of vocabulary and expressions in context jbm12 .INFORMATION: Company’s anniversary QUESTION: _________________________________________________________ INFORMATION: Car rental fee QUESTION: _________________________________________________________ INFORMATION: availability of flight QUESTION: _________________________________________________________ INFORMATION: Office location QUESTION: _________________________________________________________ INFORMATION: Way to the airport QUESTION: _________________________________________________________ INFORMATION: Client’s complaints QUESTION: _________________________________________________________ INFORMATION: Name of comparison QUESTION: _________________________________________________________ INFORMATION: Reason for cancellation QUESTION: ________________________________________________________ APPLY THE SKILLS A. A client from Maryland is asking about round trip flight ticket to San Diego. you felt down because the bad callers were so nasty. What can you offer him? 3. Can you give him a list of package flights and prices? 2. Correct production of vowel sounds Correct use of intonation pattern Accuracy in the use of question words Good idioms --------------------------------------------------End of Day 2------------------------------------------ jbm13 . This is _____. Please give me the connecting flights on that day. Dialogue CSR: Philippine Airlines. CA Change Airlines Time between flights 1 hr 6 min jbm14 . IL San Francisco. here is your first option: Wed.Day 3 Filling Up Dead Air OBJECTIVES 1. right? CLNT: Yes. To ask appropriate questions (yes/no) using the rising intonation pattern ------------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAK A. To answer client’s inquiries on connecting flights 2. sir. Sept 22 Depart: 9:34PM Arrive: 11:59PM 2 Stops United Airlines 161 Chicago. do you want to hold or I’ll call you back in 5 minutes? CLNT: I don’t mind waiting. but I haven’t booked my ticket yet. To produce the /ey/ and /e/ sounds correctly 4. Let me pull up the information from my computer. sir? CLNT: Sept 22. CSR: One minute more. It’s September 22. Do you have your pen and paper? CLNT: Yes. sir. Can I help you? CLNT: Yes. sir. CSR: Thank you. CSR: Sir. good afternoon. To use appropriate expressions to fill up dead air 3. Is there a connecting flight to the Philippines from Chicago Airport? CSR: What date and airline. Then I’ll decide which airline to take. CSR: Ok. Are you still there? CLNT: Uh-uh. CSR: Here it is. Thank you and goodbye. PRACTICE PRODUCING THE FOLLOWING /ey/ gate Airfare Airplane Airport Date Dateline Delay Dateline Delay Detail holiday Irate Late jbm15 /e/ get Men Bet Check Desk Get Letter Melbourne Men Messenger Met Penalty Penny . Taiwan. Manila Philippines Fri. Sept 23 Depart: 1:05AM Arrive: 5:30AM China Airlines 3 San Francisco. B. Then classify them according to the following: /ey/ sound /e/ sound C. Taiwan Change Planes Time between flights: 2 hr 35min China Airlines 631 Taipei. Sept 24 Depart: 8:05AM Arrive: 10:05AM CLNT: Got it! Thank you. CSR: Anything else I can help you with? CLNT: Nothing else. PRONUNCIATION Directions: go over the text again.Thu. List down some of the words that represent the /ey/ and /e/ sounds in the text. CA Taipei. jbm16 . Have you packed your clothes yet? 4. Your itinerary might vary according to your choice of a holiday. Am I a standby passenger? 9. PRONUNCIATION EXERCISES 1. Exercise: Practice reading the dialogue in ‘Prepare to Speak’ with a partner. I’ve cancelled my flight to Houston. 7. Do we take a cab or a bus? 10. Can I get a refund for my ticket? 6. Is this itinerary ready? COMMUNICATIVE FUNCTIONS A. 8. 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. What time are we leaving the airport? 2. Do you have your passport with you? 2. 4. Our desk officer will be around to assist you. In this club exclusive for visa holders? 5. 9. Is he en route to Bethany? 3. What does the package include? 5. Is there an available seat at the 10:30 night express train? 10. Do they say elevator or lift? 3. We’ll see to it that your transportation is provided. Pay attention to the common expressions used to fill up dead air and make clarifications or follow up. I’d like to rent a Mercedes for one week. Please check if all your papers are ready. Our regular rate for this season ranges from $300-%700. 6. Would you please book me a suite for tonight? 8. Will you fetch me at the airport terminal? 7.Mail Mercedes Rate Same take Press Red rentals D. E. This is Shane. book Layover standby A: B: A: jbm17 Hold on waitlisted Connecting flight Take note No big deal To fly ABC Travel. sir. right?” “Do you have your pen and paper?” “Anything else I can help you with?” C. but you’ll have a 12 - .B. I’d like to know if there’s a _____________ from San Francisco to Miami. This is Mark Sanders. Hold on a minute. do you want to hold or I call you back in 5 minutes?” “Let me pull up the information. Strategy: Fill up the ‘dead air’ by making clarifications/follow up Use the following expressions to fill up ‘dead air. Are you still there?” “It’s _________________. Idioms Used in the Dialogue Possible Meaning Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box. There is. Vocabulary and Idioms Exercise 1: Go over the dialogue again. Florida. “Okay sir. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each.” “One minute more. I’ll check with the airline. May I help you? Hi. sir. I intend _____________ PanAm on July 4.’ Repeat these words as often as you can. More practice: Can you add more to the list? Filling up dead air Making clarification/Follow up D. Bye. have. Can you ______________ me a ticket? Yes. it always comes with the main form of the verb. Thanks. sir. Don’t mention it. Thank you for calling ABC Travel. Anything else I can help you with? Nothing more. GRAMMAR Yes/No Questions Rule 1: Whenever a linking verb is used in a verb phrase. Are you willing to travel __________ if I can’t get you a confirmed seat? ______________. Is she getting the bills today? Are you doing the report now? Is + getting Are + doing Rule 2: Whenever the helping verb do. be sure to call and confirm your flight at least 14 hours before departure. Anything else.B: A: B: A: B: A: B: A: B: A: B: A: hour in Texas. jbm18 . Did you go to Arkansas last year? Does she eat pasta? Do you know how to get there? Did + go Does + eat Do + know Rule 3: Whenever the helping verbs has. Has your family lived here long enough? Has + lived Have you been to Manchester Homes? Have + been Had all the visitors gone when we left? Had + gone Drills: Study the following sentences. Okay. I’ll __________of that. I’ll book you a flight now. or had is used it always comes with the past participle form of the verb. Economy or Business? Economy. or did is used in a verb phrase. How do I know if I am _____________________? I’ll call you 48 hours before you scheduled flight. it is always comes with a progressive form of the main verb. Once we give you a reserved seat. does. sir? Uh-uh. What kind of questions are asked based on the following given answers? Write the possible questions. Okay then. QUESTION: ____________________________________________________________ ANSWER: I didn’t attend the orientation but I was there at the seminar. He wants to know jbm19 . QUESTION: ____________________________________________________________ ANSWER: They don’t give a 20% discount anymore. he needs to stopover in Rome. QUESTION: ____________________________________________________________ ANSWER: The managers left early today to prepare for our team planning. QUESTION: ____________________________________________________________ ANSWER: I went on a cruise alone. Simulation 1. a direct flight from Paris to Los Angeles. APPLY THE SKILLS A. He’s flying economy and prefers the cheapest ticket. QUESTION: ____________________________________________________________ ANSWER: The flight was delayed because of the fog. he wants to know the available flights and the prices. 3. QUESTION: ____________________________________________________________ ANSWER: She passed the oral and written exams. Give her two options 2. Her itinerary is New York to Miami. QUESTION: ____________________________________________________________ ANSWER: It’s got to be in my files. A client calls to book a ticket. she wants to fly back to North Carolina on the same day. then head back to Los Angeles. She needs to leave New York at 2:00PM and be in Miami not later than 9:00PM. QUESTION: ____________________________________________________________ ANSWER: I had to see my boss because a client complained. QUESTION: ____________________________________________________________ ANSWER: The client wanted a refund. A client holds a ticket. Give hi at least 3 options but be sure to get him to book with your agency. For some reason. A /Filipino asks for connecting flights from /san /Francisco to Cebu.QUESTION: ____________________________________________________________ ANSWER: I came with somebody else. 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--------------------------------------- jbm20 . Help him change his booking.the flights that will delay his trip for two hours only. this is _________. B: I’ll take a mini van. 8 and 10 years old. My wife. A: Sorry to have kept you waiting. sir. Mid-size . To ask appropriate (tag) questions to sound more natural ------------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. A: Orlando? Well. A: I’m really sorry. and Mini-Van . B: NO. sir. A: here are the rated. especially if you’re booking early. me.$21/day. To address clients’ concerns about vacation packages and discounts 2. sir would you like to know our rates? B: sure. I don’t have all the time in the world. I was on the other line. there’s also 10% surcharge for taxes and fees. What can I do for you? B: I’d like to inquire about vacation packages. Aside from the rental. Dialogue A: IMI Travel.$36/day. do you mind holding for a minute? I’ll be with you right away. but don’t be long. 5 nights in Orlando. Will it be for one person on more? B: it’s for 4 actually. Full-size $30/day. sir? B: hang on just a minute. I’d like a package that includes airfare and hotel accommodations. sir.$23/day. A: How long do you intend to use the car? jbm21 . Compact . A: so you’d like a double room or two sngle rooms? B: just a double room. we can certainly arrange a wonderful holiday for you. How may I help you? B: that was a damn long minute. You also prodive car rentals don’t you? A: yes we do. To produce the / / sound and /ow/ sounds correctly 3. and 2 children. A: could I get your name snf email address. you know.Day 4 Offering vacation packages and discounts OBJECTIVES 1. To practice speaking using circumflex pattern 4. B: thtat’s rather expensive isn’t it? Let me think about that. Have a nice day. A: could I have your name and phone number. I’ll call back. You don’t mind I suppose if I say you and your family deserve a vacation? B: NOT AT ALL. THANKS. sir. B: roughly. B: I’ll take note of theat. Bye. but there’s a discount of 20% for the children. / / sound /ow/ sound C. A: thank you. Then find a pattern to classify them. please? B: It’s Mr. 882-1130. So how much is the vacation package again? A: %168/ person. Robertson. sir. sir. A: thank you. B. List down some of the words that represent the / / and / ow / sounds in the text.80. how much would it cost? A: about #714. A: thank you for calling IMI Travel. But let me tell you that the 20% discount for the children is only good until the end of the week.B: three days. Practice by saying the following: / / saw Bald Bought Call Draw Flaw Fought Hall Lunch Mall Talk Thought Walk War Warm warn jbm22 /ow/ sow Both Bowl Cold Dough Flow Gross Load Local Note Own Roll Row Though Told Zone . Pronunciation Instruction: Go over the text again. 10.’ This is used in sentences indicating choices. Are there malls around the city? 6. Don’t get upset. Will you have a dinner in a restaurant or in your room? 9. Can you phone me within the week? 9. Pronunciation Drills 1. Intonation Patterns The third kind of intonation pattern is the ‘CIRCUMFLEX. In the first choice. Do you have a problem? Why don’t you make a toll free call? E. Will you go on a business or pleasure trip? 10. Is my rented car a Toyota or a Nissan? 4. Did you book me a single or a double room? 5. Example: Are you taking the economy or business class? Exercises: Now use the circumflex. Using techniques: Apologizing and Offering Something jbm23 . Is that product produced locally? 3. I think I saw your name on the official list/ 4. Would you like a non-smoking or a smoking area? 2. the voice goes up. Have you booked me a ticket or not? COMMUNICATIVE FUNCTION A. The three boxes of documents will be sent in two weeks. You will see a sign in the hallway. You will have to comply with the airline rules. the voice goes down. 7. Pay attention to the common expressions used to apologize and offer something. IS THIS BUS LEAVING AT 10:00 OR 11:00 o’ clock tonight? 7. ARE THE CAR RENTALS EXPENSIVE OR REASONABLE? 6. 5. Do I get a bonus point on my mileage? 2. Would you like some tea or coffee? 3. while in the second choice. 1. 8.D. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Let me show you the time zone. Do I pay in cash or traveler’s checks? 8. B. com and book a _______________. A: what signs? B: what you are going through right now. Why don’t you take time out of your work and to to say. haven’t you? You have the signs. the Caribbean? A: Hmmmnn.” “I’m really sorry. Can you identify some of the idiomatic expressions used” do you know what they mean? List down the idioms you found in the text and explain how you understand each.” C. You’ve been doing the same thing all your life. you can access this website: www. jbm24 . sir/ma’am. More practice: Can you add to the list? Apologizing Offering something D.” USE THE FOLLOWING EXPRESSIONS TO OFFER SOMETHING: “We can certainly arrange a wonderful holiday for you. Those are the signs. doesn’t it? B: if you want to spend a few days in the Caribbean. that sounds like fun. It seems I’be been working on this account _____________. Vocabulary and Idioms Exercise 1: Go over the dialogue again. You’re tired and bored.” “But let me tell you that the 20% discount for the children is only good until next week. Idioms Used In The Dialogue 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 I’ve 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. B: you must be feeling _____________.explorecarribean.USE THE FOLLOWING EXPRESSIONS TO APOLOGIZE: “Sorry to have kept you waiting. and probably feeling __________. In this instance. isn’t she?” Note: We generally use a positive tag question after a negative sentence: “Mary isn’t a call center agent. B: Hey. Tag Question Exercise 1: Go over the 2 dialogues in this lesson. Exercise 2: list down other examples of tag questions. ________________? She hasn’t come back. _______________? . And ___________. 7. _____________________? The Director is still out. 4. So you forget your work and just enjoy yourself. have you? B. Exercises: Complete the following sentences by putting the appropriate questions tag. 5. 2. ________________? The customer doesn’t need to get this information. while you’re on the vacation. ________________? Our manager speaks German. you’re only inviting the listener to agree with you. B: it’s okay. Tag Questions are questions placed at the end of a sentence. Underline the tag questions used. A: you’re sweet. 6. jbm25 You’re not in a hurry. “You haven’t met any rude clients today. “Mary is a call center agent. you have to project the voice by going down. 8. _____________ with your plan. I’ll _____________. Your voice goes up to get a yes or no answer. does he? 2nd : but if you are really asking the question with this intention. A: I’m already _________________ my vacation. ______________? He’s not interested. remember.A: that’s exactly ___________________. is she?” Tag Question means mean either of these two: 1st : you are not really asking s question. you’re _________________________. 3. Now. Note: We generally use a negative tag question after a positive sentence. “Vincent doesn’t look happy today. ___________________? You didn’t book my flight. __________________? Be more cautious. 1. GRAMMAR A. 9. You wouldn’t mind telling, ________________? 10. There are more customers now, ________________? APPLY THE SKILLS A. Simulation 1. You work for Industrial Maintenance International. Help a customer who calls you about booking a Thanksgiving Holiday but on a tight budget. Give your reasonable options and suggest the best one. 2. A client would like to book for a weekend holiday for 25 people in a seaside resort. He inquires about your packages. What will you suggest to entice him to close the deal with you? 3. An executive calls to ask about a romantic 3-day holiday in Hawaii. He’s like the best accommodation for him and his wife. The deal includes hotel accommodation, food, and transportation services. 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---------------------------------------------- jbm26 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 ------------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. Dialogue CSR: IMI Links. Good afternoon. This is _________. Can I help you? CLNT: This is __________. I have a problem. I’m arriving in Houston at 8:00AM tomorrow and I’m 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 o’clock. 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. I’ll call Solomon Car Rentals and see if there’s 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: That’s fair enough, isn’t it? CSR: Oh, most certainly, sir. We offer the best details in car rentals. CLNT: All right. I’ll take your word for it. I’ll 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 driver’s name is Nestor Miranda and you’ll be taking a whitr Camry with plate jbm27 number Y41-TSD. You have to be at the museum before 9 o’clock. Did you get the details, sir? CLNT: Perfect! CSR: Anything else I can help you with? CLNT: Nothing more. You’re 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 C. Practice by saying these Extra words /ae/ Add Bad Baggage Bat Cab Cap Caravan Crack Fax package[ Pass passport Stamp Transatlantic Transfer transportation /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 don’t 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. I’ll have my secretary fax the document to you, sir. 7. Where’s the shortest way to Philippine Package? jbm28 They are statements that indicate choices. The last pair of sentences is an example of circumflex intonation. Are you taking the cruise with your whole family? ____ 9. This vacation package is unreasonably expressive. Questions of this kind are answerable by yes or no. “You remember the exact dates. shall we? ____ 4. ___ 12. Use the appropriate intonation pattern foe each. Write F for falling. Did you get a discount or not? ___ 15. The stewards at PAL 101 are very friendly and accommodating. Do you enjoy skiing or driving? ____ 5. E. ____ 6. ____ 1. Can we take a bus to the downtown area? ___ 14. F.8. The second pair of sentence is an example of falling intonation pattern. You didn’t notice the warning sign at the lobby. Intonation Pattern Exercises Exercise: Identify the intonation patterns in the following sentences. 10. Haven’t we met before? ____ 3. ____ 2. and R for rising intonation on the blank before the number. Do we get our tickets now? ___ 11.” “Is this the way to Exit B?” Do we have to fill out the Departure Form now? “Is it the blue one or the white one?” “Which seat do you prefer – aisle or window?” Note: The first pair of sentences is an example of rising and falling intonation. Review Intonation Patterns Check if you still remember hoe three intonation patterns are used by reading the following sentences aloud. Is that place in New Hampshire or Rhode Island? jbm29 . How many reward points do I get for this flight? 9. did you? ____ 8. Take the new PNR train to Bicutan. Let’s go to the counter now. The first one is a tag question and the second one is a simple statement. Is your child old enough to travel? ____ 7. Flights have to be canceled because of the war. don’t you? “I’ll get the tickets for you. C for circumflex. Is it economy or business class? ___ 10. There’s a caravan on Tenth Avenue. Would you like coffee or tea? ___ 13. sir/ma’am. Vocabulary and Idioms Exercise 1: Go over the dialogue again. sir.” “Thank you very much. sir?” “Anything else I can help you with?” Use the following expressions to express your gratitude: “You’re such a big help. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. B.COMMUNICATIVE FUNCTIONS A. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain in your own words their meaning. More Practice: Can you do the list? Can you add more to letter ‘B’ above? Making confirmations Expressing gratitude D.” “My pleasure. isn’t it?” “Let me run through the arrangements. Pay attention to the common expressions used to confirm and to express gratitude.” “Did you get all the details. Idioms used in ‘Prepare to Speak’ Possible meaning Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box: jbm30 . Techniques Use the following expressions to make confirmations: “Would you like that or something else. sir?” “That’s fair enough.” C. so my son. In that case.adamant slipped Pay for surcharge Money back Fr the longest time Mix up Regular Coming up A: B: Car Rentals. I rented a small Civic economy car from your airport office. When my son returned the car yesterday. the agent should’ve informed you. Patrick. and I’ll see to it that you get your ___________. I deserve my money back. I’m afraid there’s been a ____________ and I’d like to clear the matter as soon as possible. A: B: A: B: A: B: A: B: A: B: jbm31 . My son paid the surcharge. How may I help you? This is Mr. Jackson. What seems to be the trouble? A week ago. that’s very considerate of you. Now I know what the problem is. Patrick speaking. Mr. Thanks. but I think that wasn’t fair. don’t I? Was he the same agent you talked to? Probably. The agent there told me I could have the car at $25 a day. Indeed. Please send me the bill and your receipt of payment. your agent should have made it clear to me. I see. That time you rented the car was the last day of or mileage discount for economy cars. You’re right. Charges for cars used the following day reverted to the regular rate. I see no reason why you should ______________ this mistake. Jackson. I’ve been renting cars from your company ______________. __________ included. the agent was ____________ that he pay $30 plus 50 cents a mile. That must’ve ____________ his mind. and this is no way to treat a ____________ customer. I’m very sorry about that. The discount no longer covered cars used the following day. who was arriving the following day could use it. 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. $39. Bye. we have mileage discounts for middle-sized and luxury cars _______ next week. B: A: GRAMMAR A. On ordinary days. $49. yes/no questions. You also do inclusive weekend arrangements at $29. Jackson. except for gas. and tag questions used in the text. The prices are inclusive of per day insurance. Situation 1. Customer satisfaction is our main concern. Underline the question words. and/or tag questions. and large sizes. jbm32 . yes/no questions. $30. Question Words. The client does not have most of the information you have to get from him/her in order to process the request. Our pleasure.A: Don’t mention it. Tag Questions Go over the two dialogues in this lesson. and mileage. tax. Situation 1: it’s your first day on a call center work and you already encounter an irate client. Mr. 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. your cars cost $20. A client calls to enquire about car rentals. medium. Thank you. B. I’ll let you know. By the way. in case you’re interested. The trainer encourages all participants to ask questions for clarification or further explanation. $40 for small. Yes/No Questions. What kind of questions are you likely to ask to make sure you are prepared for your job after the training? APPLY THE SKILLS A. respectively. Bye. 2. There’s no available small or compact car. which is just a kilometer away from your company. What would you say for her to agree with your suggestion? B. should be $40. A client on holiday in Las Vegas calls to hire a car. He calls your agency to see what you can offer. A client makes an urgent call to ask you to sent a car at the airport. The total cost. He’s like a small car for the weekend. without gas. 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 -------------------------------------------------- jbm33 . You want to clinch the deal so you try to convince her that a medium-sized one would do. 3. How’d you know about it? Of course. I’m quite thrilled. _________! I heard you’re leaving for the US. everything is falling into place. Trust me. though I can hardly believe that among the short listed. That’s quit flattering. Oh my. How can I be of help? Just tell me. You’re the person for the job and the Board knew that. So far. Yeah. packing would be impossible. I was chosen. But. I have to get going now.Day 6 Making Small Talk OBJECTIVES 1. C’mon tell me. from the grapevine! It’s still hush-hush until the formal announcement. To master subject-verb agreement rules ------------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK Dialogue A: B: A: B: A: B: A: B: A: B: A: B: Hi. Otherwise. Lucky for you! What will you be training for? Public Relations. Thanks. To produce / / and /a/ sounds and pronounce words with correct word stress 3. My lips are sealed. isn’t that wonderful?! Congratulations! thanks. My Unit Head recommended me for further training at the Head Office in Florida. you know the news came on such short notice that I have to get my visa this week and also my things in two days’ time. Most of my clothes will do. Good it’s still summer there. My interview for the visa is at three 0’clock this afternoon. anyway.. and I’m going to be away for three months. To acquire strategies for small talk and fillers for dead air 2. A: B: jbm34 . 2. Practice by saying the following aloud: / / About Among Attend Attire But Children Cousin Cup enough Famous Public Subway Sun The Tough Trouble us /a / Arch Balm Bottle Calm Card comet Drop Flock Together Foreigner Hobby Horror jog Knowledge Mark Qualm Sharp starch C. Pronunciation Directions: Go over the text again. / / sound / a / sound B. Pronunciation Exercises 1. List down some of the words that represent the / / and / a / sounds in the text. In New York are we allowed to wear that kind of attire in the office? jbm35 . Write your answers in the box.A: Okay. go! Good luck! A. I want to stay calm but I just can’t help getting upset now. Coverage 5. Cashier 6. Which syllables are stressed? 1. 9. Customs 2.3. Primary (‘) stress 2. Example: ‘ “ “ ‘ Circumstance manifestation jbm36 . In the East. Among the agents. Duration (the length of the stressed word is greater than the unstressed word) Read the following words. 8. I’ve got no knowledge about the increase in registration fee. Maintenance 3. Baggage 7. Two (2) Kinds of Stresses 1. Transatlantic 9. Pitch (lowness or highness of sound) 3. Itinerary 4. Loudness (force or intensity) 2. only one has reached an outstanding mark. Mileage To better acquaint yourself with word stress or stress. Did you notice the sharp curve along Main Street? 4. Word Stress Element of Language Stress 1. What kind of trouble did your foreign get into? 6. I have no qualms taking the subway to Jersey. You just can’t imagine the horror that trip to Long Island brought us! 10. Southern 8. 5. 7. The children have to go back to School even if the family situation is still rough. Secondary (“) stress Some words have a secondary and primary stresses. it’s not enough that you jog every day. D. Mercedes 10. you must learn how to consult the dictionary. 8. he got a standing ovation. Techniques/Strategies It’s still hush-hush until… My lips are sealed. The situation was such that he had no choice but to leave. 5. jbm37 . his reputation as a no non-sense boss precedes him. Under what category should we place the complaint? 6. During the awarding ceremonies. It is obligatory for all employees to get an NBI clearance. B. Exercise in Word Stress 1. the airport was closed.‘ “ Consequence “ ‘ penicillin “ ‘ Evaluation “ ‘ Humanitarian “ ‘ registration “ ‘ transportation Compound verbs have a primary stress on the second syllables and a secondary stress on the first. 2. 4. we need innovative marketing strategies. The classification of the different accounts depends on services rendered to clients. Due to unavoidable circumstances. 3. “ ‘ Understand ‘ outdo “ ‘ overflow E. Exercises: Practice the dialogue in ‘Prepare to Speak’ with a partner. 7. It’s the company’s obligation to overhaul the recruitment process to better screen applicants. For this company to survive. His associate nominated him for the position. As a manager. Pay attention to the common expressions used to engage in small talks. 10. COMMUNICATIVE FUNCTIONS A. 9. Lucky for you! Isn’t that wonderful? I’m quit thrilled. What do you think is the usual topic of small talks based on the expressions on the above list? C. Business/Formal Talk What do you think is the basic difference between the two? D. Vocabulary and Idioms Exercise 1: Go over the dialogue again. That’s quit flattering. More Practice: Can you add to the list? Common Expressions in small talk Equivalent Expressions in Business Talk E. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each. Idioms used in the dialogue Possible meaning 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 No doubt about that Get back Moment of silence jbm38 . I have to get going now. Discuss Briefly: /small Talks vs. and I was very close. Have a seat and ______________ on your latest job experience. So I kept talking to her and kept her informed about what was happening. You see a damn second of waiting could mean a minute. that’s fairly easy to handle. It would probably take five minutes or so to pull up the information. didn’t that make you __________________? Not really. There was this client who lost her flight schedule and connecting flight itinerary. jbm39 . ____! Nice to see you. I kept talking to her. but my computer gave me trouble. I wanted to impress the Coordinator (laughs). Congratulations. Ella and John take the bus to work. The next day the language coordinator checked our conversation with clients. just _________________. Subject-Verb Agreement or SVA (Part 1: Rules 1-6) RULE 1: A singular subject requires a singular verb. and before we knew it the information flashed on the screen. We recently had a workshop on avoiding _____________ while calling calls. Well. Example: Ella takes the bus to work. not even a ________________. I studied the expressions and practices saying them in front of the mirror. B: A: B: A: B: A: B: A: B: A: B: GRAMMAR A. ______________. Good to hear that. I told her I was retrieving the information but my computer was ____________. I like that. After all. I guess I sounded sincere she said she didn’t mind waiting.A: Hi. a phrase subject requires a plural verb. and I was scrolling down to M to get her name. that was a good job. what did you do? Well. I said thank you and told her the computer was already running the data. RULE 2: Titles of books. including. have) been surprisingly popular among the young movie viewers. RULE 4: When both positive and negative subjects are in the same sentence. Exercise: Underline the correct form of verb 1. That $5000 profit last week (is. Seventy dollars is the car rental fee. gain) meaningful experiences in dealing with different kinds of people. (is. RULE 6: The word “and” when referring to the same subject. etc. Example: Fifteen miles is the distance between Xanadu and Island Paradise. 7. 2. not the participants. RULE 3: Amounts. 4. RULE 5: Intervening words such as. always requires a singular verb Example: Gulliver’s Travels is on sale at eh bookshop Caribbean Cruises is offering big discounts for the Thanksgiving Holiday. are) five kilometers long? jbm40 . are responsible for the materials. “together with.. as well as her subordinate. 5. movies. 6. When we travel. “Pirates of the Caribbean” (has. Example: The trainers. my mom and dad usually (pays. measurements. along with. “and” requires a plural verb when referring to different subjects. The coordinator. as well as the team leaders. has submitted the monthly report. pay) in cash. the verb should take after the positive subject. are) not really about love.. do not affect the verb Example: The training manager. are) the highest so far. were) on her way to the main office when the Manager came. requires a singular verb. (was. I think “Romeo and Juliet” (is. 3. as well as. distances. Customer Service Representatives (gains. Example: An old friend and my boss are at the same unit. always require a singular verb.” etc. not the agent. Your computer is very slow at retrieving the information. the observers will critique the partner’s strengths and weaknesses according to the criteria set. how will you fill in dead air so the client will not get impatient? 2. Simulation: Prepare a 3-minute role-play on the following situations. Each observer will have a partner to observe. The three customers. 10. break) their silence. A client asks about discounts at 3 hotels of her choice in San Francisco. The information on connecting flights from North Carolina to Hawaii that the client wants is taking time as your system is slow. were) the ones who complained. APPLY THE SKILLS A. B. the computer snags. 9. hotel booking and car rental of your client from Arizona. 1. Try small talk so the client will not mind waiting. Fishbowl Approach The class will be divided into two or three groups depending the size of your class.8. the groups will shift roles. She wants to know the packages that suit her specifications. 3. You try small talk as well as fillers to keep your client occupied while waiting. One group will observe the performers and take note of their strengths and weaknesses. (was. Then after the performance. While you are pulling the information regarding a confirmation of flight schedule. Afterwards. 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 jbm41 . want) me to come along. My friend and manager (wants. The agent and the team leader finally (breaks. Would this be fine with you? jbm42 . IMI Travel on the line. It’s very easy to pay because we accept credit cards. You were inquiring about 5 nights in Orlando and car rentals. Nut I had to think about it because it was bit over my budget. sir. To master subject-verb-agreement (SVA) ------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. includes hotel accommodations. Here are our packages. you rang us up a few days ago about a vacation package you were planning to spend in Orlando. I was about to phone you. Why don’t you consider our offer? I’m sure you’ll find one that’s easy on your pocket. Let’s see now. Sir. Have you made a booking yet? B: No. in fact. 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. all it requires is that you book for 2 weeks in advance. A: That’s why I called. um…I haven’t done anything yet. To produce / u / and / uw / sounds and correct word stress 3. weren’t you? B: Yes. Orlando. airfare. To practice expressions in making suggestions 2. A: that’s a coincidence. Mr. I’d recommend package A.Day 7 Making Suggestions OBJECTIVES 1. Dialogue A: Good morning. IMI Travel has come up with special last minute packages. 5 nights. Robertson. make sure you put them all at the counter. / u / sound / uw / sound C. jbm43 . Which route do your clients prefer? 5. Pronunciation Exercises 1. List down some of the words that represent the / u / and / uw / sounds in the text. Thanks. My last cruise to the Caribbean was full of welcome surprises! 2. You have to present any proof of purchase to get your prize. 6. Practice by saying the following aloud: /u/ Book Cook Foot Full Good Hood Push Put Should Stood Would your / uw / Booth Cruise Fool Group Lose Proof Prove Route Rude Rule Truth whose D. 4. I can’t leave tomorrow night because of my hurt foot. Book me then. How many groups of Europeans are there in your neighborhood? 7. Isn’t it rude to bring our own cooked food to the party? 10. 8. B. Pronunciation Directions: go over the text again. so I will have to rebook my flight. To avoid losing your baggage. Thank you. Did you visit the Bookish Boot in Lake Cit? I think it’s really good.B: A: B: Sounds all right. 9. Would you mind following even just the basic rules? 3. Write your answers in the box. sir. Anything else? Nothing more. Some agents really have to push their customers to the limit just to get the truth from them. Most words with two syllables are stressed on the first syllable. Dutiful Guidance Trainable Doable happiness assignment 6. Words which show a shift in use as either a verb or noun differ in stress. -sion. airline Client duty baggage details eastern Booking dollars later business double local Penny Prepaid transfer western 2. the new form retains the stress on the same syllable as the original. Words ending in –ical. when a suffix is added to a word. Seventeen-seventy Eighteen-eighty Fifteen-fifty Thirteen-thirty 4. Word Stress Rules These are some of the generalizations about stress in certain groups of words: 1. NOUN VEERB NOUN VERB object object Subject Subject present present conduct Conduct permit permit contrast Contrast record record address Address progress progress rebel rebel jbm44 . Numbers in –teen receive the stress on the word –teen to distinguish it clearly from numbers in –ty. Cancellation Confirmation economic Equality exclusivity Historic Regularity satisfaction 5. -ion.E. Intensive-reflexive pronouns are stressed on the word self or selves yourself herself ourselves myself himself themselves 3. -ic and –ity always have their primary stress on the syllable before the ending. Generally. Generally, this rule also applies in two-word verbs. NOUN Make up Pick up Put on Turn over VERB Make up Pick up Put on Turn over F. Exercise in Word Stress 1. The injured were brought immediately to the hospital. 2. Our records show that more than 70% of our clients are satisfied with our services. 3. Talented people are sometimes misunderstood as smart-alecky. 4. Do you think that our projections for the coming year are attainable? 5. He expressed his condolences to the bereaved family. 6. We will reap a fruitful year if things go as expected. 7. There should be a close coordination between the management and the personnel department. 8. The committee on external affairs met to discuss new policy changes. 9. Such an admirable trait will never go unnoticed. 10. There’s a sharp contrast between a proactive and reactive manager. 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… That’s why I called, sir. Use the following expressions to give suggestions: Why don’t you consider our offer? If I may make a suggestion… Would this be fine with you? C. More Practice: Can you add to the list? jbm45 Making a Follow up Giving suggestions D. Vocabulary and Idioms Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each. Idioms used in the dialogue Possible meaning Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box Dead air Get back to Throws back How can I put it? Is in for May sound like a dumb question A: B: A: B: Marionette….uhmm… _____________. Yes, are you saying something? I was wondering if you could help me…I’d like to know …uhmm…what topics make for a good small talk? That’s 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 client’s response. Listen to the tone of his voice. If he sounds lukewarm or unfriendly even if he answers your question, he’s not encouraging any conversation. You better h urry 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 you’re retrieving the information he needs, but it’s taking a longer time. Ask if you could just call him back. If he agrees, get his A: B: A: B: A: B: jbm46 A: B: A: B: phone number. If he says he’ll wait, ask for 2-3 minutes. Don’t keep quiet though. Say something like you’re doing your best to be quick but the system is really slow, but assure him you’ll soon get there. Okay, thanks for that. Let me ________________ client response. If the client sounds enthusiastic, does that mean he’s 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: “Neither…nor, neither…or” 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. RULE 9: “Few, both, several, many” always require a plural verb. Example: A few of them think we should go as planned. Many of them go to the movies on weekends and holidays. Both have the right to complain. RULE 10: “A number of” requires a plural verb; “the number of” requires a singular verb. Example: A number of customers have already complained. The number of agents receives a free vacation package to Hong Kong. Exercise: Supply the correct form of the verb based on the given word in the parenthesis. 1. Neither the passengers nor the flight steward (be) _____________ aware of yesterday’s problem. jbm47 Either the consultant or the clients (be) ____________ making it difficult for the company. 3. Not one of these choices (be) __________ promising. 7. APPLY THE SKILLS A. He has a limited budget. no one in the department (have) ___________ called his attention. 3. I am pretty sure! Both (be) __________ getting Vacation Package B. A client asks about several vacation packages for a family of 5 in the East Coast. The number of applicants (expect) ____________ to get the 50% discount from last week’s promo. Give the caller 5 choices in the West Coast. B. 5. A number of flights (have) _______________ been canceled. Each observer will have a partner to observe. Afterwards. See to it that they book their choice before the call ends. 4. Several issues (have) ____________ been raised at the meeting. 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 7 --------------------------------------------------------------- jbm48 . 9. Then after the performance.2. 8. Offer several packages that are within his budget do he’ll be able to pick the one that he thinks is the best choice. Simulation: Prepare a 3-minute role-play on the following situations. neither my customers nor my team leader (have) ________ complained. 1. Despite his annoying habit. One group will observe the performers and take note of their strengths and weaknesses. A couple wants a mountain hideaway for a week. A client wants to book for a two-week honeymoon in New Mexico. Give him the best options so you can close the deal right away. the groups will shift roles. 10. the observer will critique the partner’s strengths and weakness according to the criteria set. 2. Fishbowl Approach The class will be divided into two groups. Each of the participants (get) _____________ a package tour to Rhode Island. 6. For the past weeks now. How may I help you? CLNT: Yeah. The center is a 5 minute walk from the station. Dialogue CSR: United Airlines. CLNT: Uh-uh. CLNT: Hold it! How long is it from the airport? CSR: It’ll only take you 15-20 minutes. To practice more expressions in giving assistance or instructions 2. Ma’am. CSR: My pleasure. CSR: What time are you arriving at the airport? CLNT: About9:30AM. I need to get the fastest ride from the Chicago Airport to John Hancock Center. But I have to get to Hancock Center before 10:30. jbm49 . Thanks.Day 8 Giving Assistance and Instructions OBJECTIVES 1. This is ______. To master subject-verb agreement rules ------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. I’ll take that. CLNT: where do I take that? CSR: you’ve got to exit through Gate A and walk about 20 meters to the waiting lounge. Ma’am? CLNT: This is Vida Ritchie. There you’ll see a number of slot machines. You’re a big help. To practice proper sentence stress to show emphasis 4. CSR: all right. The fastest way to get there is through the Express Train on NorthEast Line. Ma’am. CSR: May I get your name. Look for slot machine E to get your single journey ticket to Hancock Station. To practice / p / and / f / sounds 3. Hope you enjoy your trip. 3. Practice by saying the following: /p/ Appeal Beep Cop Deepen Lap Leap Open Pace Pact Pain Pair Pin Pony put D. The Manager has expressed the need of the company is beef up its shares. Most customers are not willing to get the latest pair of Fairmount shoes without the 50% discount. 7. Pronunciation Directions: Go over the text again. Pronunciation Exercises 1. I need to get a phone call to Pony Island.B. 2. List down some of the words that represent the / p / and / f / sounds in the text. One of the cops could not accompany the customer to the hospital because of his severe cough. 4. Everyone has to wear the blue pin to see the dolphin show. 8. / p / Sounds / f / sound C. 6. please don’t forget to put your feet under your shoes. Do you think we can make it to the next phase in the training considering our pace? 5. The Team Leader couldn’t help but laugh when she saw my wild pink laptop. jbm50 /f/ Affair Beef Cough Deafen Fact Fair Feign Fin Foot Laugh Leaf Often Phase phone . While on the Cinetrain. Write your answers in the box. 4. Example: A: This is wrong. 6. did you? You are taking a holiday. Exercise in Sentence Stress Read the following short dialogues. Why? What’s wrong with quitting? jbm51 . I know it is. so The word ONE when used as pronoun Auxiliary Verbs and Linking Verbs However. 5. 2. they are stressed. And when they are used in tag questions: Example: You did not make a reservation. aren’t you? F. 3. I’d definitely go to the fanfare on Friday.9. 3. 7. 10. Take note of the sentence stress A: Hey. did you say you are quitting? B: I did. but. 5. Nouns Verbs Adjectives Adverbs Demonstratives Interrogatives Function Words 1. when these are used at the end of the sentence. Content Words 1. More than fifty guests expressed their desire to be at the evening affair tomorrow. 8. B: It is correct. 6. 2. yet. E. Sentence Stress: the general rule is that content words are stressed and function words are not stressed unless the speaker wants to give special emphasis to them. 4. Articles Prepositions Personal Pronouns Possessive adjectives Relative pronouns Common conjunctions: and. B. quitter! COMMUNICATIVE FUNCTIONS A. Idioms Used in the Dialogue Possible Meaning jbm52 .” Use the following expressions to give instructions: “You’ve to exit through…” “Walk about _________________ meters…” “Look for…” C. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each. More practice: Can you add to the list? Responding to a customer asking for assistance Giving instructions D. aren’t you? You’re a coward.A: B: A: B: Only cowards are quitters. Exercise: Practice the dialogue in Prepare to Speak with a partner. 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…” “It’ll take about…minutes. Observe the proper way of giving instructions. You’re a fool. Pay attention to the common expressions used to respond to a customer who asks for assistance. Only fools don’t change their minds. Vocabulary and Idioms Exercise 1: go over the dialogue box again. B: it’s all right. A: B: A: B: Congratulations. A: I realized that client-call agent communication was easy because I was relaxed and I was myself. What would you like to order? No. Well. A: There are still some things I’d like to discuss with you – some realizations while I was taking calls. I guess I did finally fairly well because I was able to deal with the clients without any hassle. I didn’t take it personally. Marionette. I was wishing I’d ____________ you today. Tell me. and accommodating. You __________ the acid test. Guess what.Exercise 2: Complete the dialogue below with the appropriate vocabulary and Idiomatic expressions from the box. B: jbm53 I bet the next time you go on board. too. I also listened carefully for information that could keep the conversation going. Talking of mental telepathy. I wouldn’t have made it without your help. 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. I was friendly. It’s ____________. so I didn’t feel bad. Brooke! How have you been? shrugged Baptism of fire B: Same here. good to see you. B: You ____________? You’re marvelous! A: If the client didn’t respond to my question. you’re a veteran. . order what you want. I’m okay. A: Really? Me. B: I’m __________. hurdles On me Run into All ears Got down to business Went to that length A: Hey. You see. last time I wanted to talk more about fillers and dead air but time was short. I just ____________ my shoulders and ___________. I’m relieved I didn’t have my _______________ the first time I was on board. are) that? B: I know it’s terrible! I think the information (has. wind. are) a pair of Gucci sunglasses nowadays. A: What kind of news (is. GRAMMAR SUBJECT-VERB AGREEMENT (Part 3: Rules 11-14) RULE 11: Mass nouns like “water. 3. 2. don’t) you wait till the sale season? 4. RULE 14: Nouns occurring in sets of 2 take the singular form when the word pair is present. herd. A: Why (does.A: B: Not really. crow. My only black leather shoes are old now. This series of exhibits is fascinating. RULE 12: Collective nouns like “family. My family are going on their separate ways to explore the place. orchestra. plans) to go to Florida. have) been tampered with. Why (doesn’t. do) your family plan to do this summer? B: My parents (plan. air. Example: A pair of leather shoes is what I need to get on this trip. Example: My family is leaving for Tallahassee next month. A: How much (is. B: It’s rather expensive now. Example: Wind blows stronger in Midwest. are) what we all need right now. and plural when the individual members are thought of as acting separately. Space is maximized in an airplane. Give me five. fire. team. RULE 13: Some common and proper nouns ending in –s including –ics are singular and take a singular verb. flock. convoy. army. A: What (does. staff” require a singular verb if they are taken a whole or collectively. do) everybody seem agitated? B: I think some space (is. jbm54 . but more confident. but they take the plural form when the pair is absent regardless of whether one pair or more is being referred to. Example: No news is good news. audience. space” require a singular verb. Exercise 1. The ticket is part of his 3-night vacation package I Holiday Inn South Beach Resort in Miami. are) the audience complaining? B: Well. A: Why (is. A client from Philadelphia lost his plane ticket and asks how he could get a new one. Then after the performance. He is asking foe several packages. Each observer will have a partner to observe. ask if he could guarantee his reservation with a credit card. Suggest the best option. Give him the shortest route or ride to the university. Simulation: Prepare a 3-minute role play on the following situations: 1. He has to arrive at the place at least 30 minutes earlier so he can still compose himself. aside from checking the venue and the necessary visual aids. APPLY THE SKILLS A. A client wants to book for three nights at the Miyako Hotel Los Angeles.5. the whole team (hasn’t. haven’t) arrived yet. Fishbowl Approach The class will be divided into two groups. the groups will shift roles. the observers will critique the partner’s strengths and weaknesses according to the criteria set. One group will observe the performers and take note of their strengths and weaknesses. 2. Once he decides to book. B. Afterwards. A client is arriving at the airport one and a half hours before his scheduled lecture in a university. 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 --------------------------------------------------------------- jbm55 . 3. Write your answers in the box. sir. Dialogue – Direct Flights CSR: Maple Airline. CSR: You’re welcome. Pronunciation Directions: Go over the text again. To emphasize a particular idea within a sentence using proper intonation and stress 4. Oh well. 2. Our only direct flight is the last flight for the day. To master subject-verb agreement rules ------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. CLNT: I see. sir? CLNT: On the 18th of this month. This is Jane. jbm56 . Do you mind giving me a moment? CLNT: Not at all. List down some of the words that represent the / b / and / v / sounds in the text.Day 9 Giving Assistance and Handling Direct Flights OBJECTIVES 1. Thanks for your help anyway. What time are you leaving? CLNT: is that flight available in the morning? I plan to leave around eight. sir. please. To use expressions in giving assistance and handling direct flights. Can I help you? CLNT: yes. CSR: we have one direct flight on that day. which is at eleven twenty in the evening. To practice / b / and / v / sounds 3. I’m sorry. I think I’ll have to check with another airline then. but it’s not. sir. CSR: when are you leaving. B. CSR: Oh. Do you have a direct flight from Seattle to Memphis? CSR: Let me check that for you. 9. In Vienna. You must explain why you have to take beer every morning. Practice by saying the following: /b/ Ban Bane Beer Best Bet Biking Boys robe Rove Vain Van Veer Vest Vet Viking voice / fv/ D. 4./ b / Sounds / v / sound C. My mom used to tell me how she met an interesting Viking while biking the village. I believe my vanity is a bane rather than a boon. 7. The members of the San Diego Boy’s Choir got the most angelic voices I have ever heard. I would like to spend my next vacation close to a bay up north. Pronunciation Exercises 1. 2. Don’t veer away from the conversation. 6. huge vans are banned on weekends. Do you happen to know where to get the best piece of vest? 8. A V-neck would be best for your body type. I bet your vet is better than mine. 3. 5. Did you see the beautiful vivacious customer we had last week? 10. jbm57 . jbm58 . in compound sentences showing comparisons and contrasts. but also within the sentence. but please hold it until 11 tonight. Compound sentences The first sentence ends with a rising-falling pattern. The client wants to rebook her flight. you’ll get a 30% rebate. intonation is not only made at the end of the sentence. 2. Has the client agreed to pay the penalty charge or not? 5. and in complex sentences.” F. Exercise in Intonation and Stress 1. I’ll book the room. and there are five classes a week. 2. The second unit observes the rule of the final intonation. 8. The voice rises on a stressed content word or a specialized function word to emphasize a particular idea other than the word at the end of the sentence.E. Each class takes five hours. Intonation and Stress In normal speech. This is called now d]final intonation. 10. 3. in compound sentences. Lisa speaks more fluently than I do. This generally happens in sentences showing comparisons and contrasts.” 3. “Let’s take the package tour. it’s cheap. Will you meet your friend or do you prefer to go home? 7. Is your flight tonight or tomorrow? 6. 9. Are you going to Denver or Aspen? 4. Examples: 1. In comparisons and contrasts. Comparisons Using a mobile phone is more convenient than using a landline. the idea compared or contradicted requires a rise in pitch (the musical tone with which we pronounce the stressed syllable) to show emphasis. but she refuses to pay extra charge. Complex sentence: Conditionals “If you book now. It’s more economical to hire a local than an expert. Karen can type faster than Ana. I’m sorry.COMMUNICATIVE FUNCTIONS A. Vocabulary and Idioms Exercise 1: Go over the dialogue again. Idioms Used in the Dialogue 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 jbm59 Put a premium on The ins and outs Wrap up . Techniques: use the following expressions to give assistance to client’s inquiries. but it’s not. More practice: Can you add to the list? Giving assistance to Client’s inquiries D. B. Exercises: Practice reading the dialogue in Prepare to Speak with a partner. sir. “Let me check that…” “When are you leaving. sir?” “Oh. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each. Pay attention to the common expressions used to give assistance to client’s inquiries.” C. efficiency means giving your clients the accurate information they need at the shortest possible time possible. Notes? Oh. I’m learning the ________________. you were learning… The tricks of the trade ________________ of being a Customer Service Representative. You’re from the Travel Account. we met during the orientation. It’s assuring that while they’re waiting. once the information is ready. why not? You seem __________. jbm60 . huh? Thank you. I’m ____________. I saw you. OK. B: A: Good. Mike. too. I’m listing down some important points to remember. It’s not leaving a moment of idle silence. Now I remember \. I’m Mike. B: B: You were saying a while ago. have we met before? you look familiar May I join you? Sure. Nice name for a pretty lady. we __________ our SMALL TALK and FILLERS and lead the client to the information at hand. This is where SMALL TALK of FILLERS come in. Actually. that’s why we have to work on it. B: A: Always ____________. Yeah.A: B: A: B: A: B: A: B: A: B: A: B: A: Excuse me. Go on with what you’re doing. I need that. A: You know American clients __________ efficiency. what do you mean? I just came out of a workshop on Customer Service. Pleased to meet you. If you’ll excuse me. I want to finish my notes. we’re processing data. Huh. By the way. sorry. Example: The majority was/were determined to get a refund of its/their advance payment C. jbm61 .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. An abstract or generic meaning that refers to superiority of numbers. all.Ninety percent of the population (is/are) Christians. A specific meaning where one or two or more sets has a numerical plurality (majority) or numerical inferiority (minority). the reference can be human/non-human. but the number is always singular. B. the examples make references to political parties. A specific meaning where most (majority) or less than half (minority) of an explicit set of persons is being referred to. Collective. Example: None of the information is accurate.Two thirds of the clients are satisfied with our services. RULE 17: The use of “none. RULE 16: Confusion with “majority” and “minority” – they have three related but slightly different meanings A. each. But when “none” refers to a plural noun either singular or plural inflection may be used. every”. Example: Mass – Fifty percent of the clients are satisfied with our services. Example: A majority of the agents are promoted every year. either the singular or the plural may be used when they modify a collective noun. Plural. The majority of Democrats are opposed to that additional official holiday. and grammatically these are the collectives and can be either singular or plural. the inflection is singular. and when none refers to a mass noun. Example: The great majority is in favor of the 30% percent discount. the S-V agreement is always plural. “None” means “not one”. Everyone of these athletes gets a reward from the President RULE 18: Proximity rule Example: There is a manager and two team leaders in the conference room. If the noun that “all” modifies is a mass noun. Even with these examples Example: Each of the examples was relevant. None of those production managers (was/were) informed. “Each” or “Every (one)” – when the quantified subject noun is singular. the S-V agreement is always singular. the S-V agreement is singular regardless of any plural noun phrases that occur as part of the subject clause or the verb phrase. then S-V agreement is singular. Example: Every participant was given a handbook. Example: All (of the) customers are satisfied. Example: All (of the water) in the Midland is still crystal blue. 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. S-V agreement is plural. jbm62 . There are two team leaders and a manager in the conference room. If “all” modifies a countable plural subject noun.Example: None of the customers (like/likes) the agent. RULE 19: Relative – clause antecedents Example: Leah is one of the few employees who have been in the company for more than ten years. Subject. RULE 20: When a clause functions as a subject. 2. A client calls about direct flights from Honolulu to France. A client wants to know about direct flights from Los Angeles to Florida. I guess there (has. None of the news about the cancellation of flights (is. 7. are) the files the manager has been looking for. Include air fare rates. have) been a mistake in the memo I received yesterday. 10. come) really prepared. Roger is one of the trainers who (comes. A client is asking about the schedule of direct flights from Chicago to London. 8.Example: That the agents clamor for a salary increase doesn’t surprise me. Fishbowl Approach jbm63 . 6. 5. 3. What customers want is a more affordable package tour. are) our priority. are) coming? 4. 9. 2. How much of the company population (is. She wants to know what’s available. Only twenty five percent of the package (has. B. She is asking if the ticket is refundable in case she books two weeks earlier then the departure date. are) a 20% off on selected items. Why (doesn’t don’t) the agents get the information from their Team Leaders? 3. What the company offers the clients (is. She is also asking about discounts. APPLY THE SKILLS A. are) true. Only a majority of agents (has/have) submitted their monthly report. have) been paid. Simulation: Prepare a 3-minute role-play on the following situations: 1. At the computer station (is. Exercise: 1. Every customer in this company (is. 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 ------------------------------------------------------ jbm64 . Each observer will have a partner to observe.The class will be divided into two groups. the groups will shift roles. Afterwards. One group will observe the performers and take note of their strengths and weaknesses. the observers will critique the partners’ strengths and weaknesses according to the criteria set. Then after the performance. to qualify the package cruise. That’s settled. Could you tell me about that? Yes. Good morning. To review correct word stress. Enjoy your cruise. To review subject-verb agreement (SVA) rules ------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. Ma’am. and intonation patterns 4. ma’am. which includes 3 days and 2 nights. Thank you for calling. Can that be for two? I want to take along my husband? Definitely. To produce / p / and / b / sounds 3. This is ______. Sounds good. of course. you’ll receive a free hotel vacation.Day 10 Giving Special Offers and Discounts OBJECTIVES 1. huh? Book me then. That’s very timely for our discount offers. sentence stress. To practice expressions in giving special offers and discounts 2. Is it the Royal Caribbean or the Celebrity Cruise? Royal Caribbean. If you book any Royal or Celebrity Cruise in the next two more weeks. you have to get the $2000/cabin or greater and should be paid in full with a Mastercard in the next three days. How may I help you? I’d like to book for a four-day cruise to the Caribbean. Dialogue – Booking Cruise CLNT: Agent: CLNT: Agent: CLNT: Agent: CLNT: Agent: CLNT: Agent: CLNT: Agent: CLNT: Agent: 1-800-672-7485 IMI Cruise. Uh-uh. jbm65 . My customer is the famous producer of the best pesticide in the country. Pronunciation Exercises /b/ Bin Bad Tab Label Rebate Bill Rebel Cub Lab Stab Tub Back best 1. Write your answers in the box. The grand opening for the tour of Big Ben is set on Friday. The customer has requested to us to provide a bin for green tea. Practice by saying the following words aloud /p/ Pin Pad Tap Lapel Repay Pill Repel Cup Lap Stop Top Pack pest D. List down some of the words that represent the / p / and / b / sounds in the text. jbm66 .B. 3. My parents came back from Europe with a huge pack of chocolates. 4. How much did the company pay for your rebate? 8. 9. The Team Leaders asked the agents to label the top of their desks for identification. Pronunciation Directions: Go over the text again. 6. 7. The agents have to ask the customers to stop collecting too many stubs for free meal. 10. How much was your bill for that cup of coffee? 5. /p/ /b/ C. shall we? 2. Let’s stop by the lab before going home today. Our manager stays at the most expensive pad in the city. to qualify and get the package. too.E. Review : Word Stress. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each. and then stay in bed. Vocabulary and Idioms Exercise 1: Go over the dialogue again. An ounce of prevention is better than a pound of cure. Daughter: Mother: This is nothing serious. Sentence Stress and Intonation Mother: Daughter: Mother: Daughter: Mother: Are you calling in sick today? Yes. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. COMMUNICATIVE FUNCTIONS A. I think so. Pay attention to the common expressions used to offer a product or service to the client. Ma. Ok. But it’s better if I do it myself. Will you call your boss yourself. you have to be…” “This should be paid in/through…” C. mom. B. More practice: Can you add to the list? Expressions used to offer a product or service to the client D. just stay in bed. Idioms Used in the Dialogue Possible Meaning jbm67 . Technique: Use the following expressions to offer a product or service to the client: “That’s very timely for…” “If you book any…you’ll receive…” “Ma’am. or I’ll do it for you? Thanks. You don’t have to worry too much. Better call now. You can have some __________ now. Not really. Till next time. Still busy? Hi. A: Bye. this is the last day of our workshop.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 Too absorbed in Paths crossed again Graveyard shift A: B: A: Hey. you were ________ whatever you’re doing. Marionette! Our __________. B: You definitely remember well. And what is it this time? You’re kinda __________. Lastly. I’ll be on the ____. I’m __________ the main points of the workshop. Next is to ask for more information. Ways to avoid misunderstanding. See you around. Then. First is to restart what the client said. Yeah. just as I did. you’re right. huh? This has been _____________ day for me. Another is to ask for a repetition if you didn’t catch what he meant. jbm68 . Yeah. check if the client has nothing else left to say. This should be done _______ though because it might give the client the impression that you weren’t attentive. you can have a combination of the first three. just interested. B: A: B: A: B: A: B: A: You’ll ______________ it. huh? Just kidding. Only to some extent. What are writing? When I saw you. Mike. because starting next week. How about the last one? The third one (4. are) three different packages at the moment. and breakfast. have) only 3 more slots to go. Read the dialogue below and encircle the correct form of the verb in the sentence. Our cheapest package is the $330 inclusive of airfare. is. double occupancy. That sounds good! But I’d like to hear the rest. I’ll definitely call back. So I really cannot assure you that this will still be available when you call. lunch and dinner. Ok. That’s ok. costs. and then I have to tell you that this $500 package (9. Sounds. Would you like me to go over them for you? Sure. with breakfast. 1 room. Call us back anytime. are) for 3 days and 2 nights. Good morning. is. Do you have any suggestions? Actually. Bye. Uh-huh. is. ma’am. But I’m also in a tight budget now. This package (2. Ma’am. economy. This is ___________.GRAMMAR Exercise 1: Subject-verb agreement (Review: Rules 1-20) Check if you still remember the SVA rules. Thank you very much. economy. are) always here to help you. Do you have anything between $300-$500 right now? There (1. Which one (5. Is that so? Until when is this promo effective? I think I still have to talk to my husband about it. This (3. getting a transportation service (7. has. hotel accommodations. cost) $500 for 4 days and 3 nights. include) airfare. hotel accommodations. How may I help you? I am looking for a very affordable vacation package to Hawaii. B: A: B: A: B: A: B: A: B: A: B: A: jbm69 . single for double occupancy and transportation services. sound) reasonable for you? Well. is. gets. one room for double occupancy. we also have a $400 package which is also for 3 days and 3 nights. We’ll be happy to serve you again. get) the $500 package with transportation services because in Hawaii. are) rather expensive. ma’am our company (10. I find it tough to decide now. Thank you for calling Travel Links. includes. including airfare. The packages (8. Have a nice day. are) only good until next week. economy. hotel accommodations. A: B: A: B: A: IMI Travel Links. majority of our customers (6. Is. Give them three different rates from three shipping lines. 1.APPLY THE SKILLS A. A couple calls asking about a four-day cruise to the Bahamas in summer. Simulation: Prepare a 3-minute role-play on the following situations. the observers will critique the partners’ strengths and weaknesses according to the criteria set. 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 ---------------------------------------------------- jbm70 . Give him discounted rates. Each observer will have a partner to observe. 2. He can afford to spend extravagantly so give him the best package and discuss terms of payment by VISA/MasterCard. the groups will shift roles. Afterwards. A would-be-husband would like to book a two-week honeymoon cruise to the Caribbean. One group will observe the performers and take note of their strengths and weaknesses. 3. B. Then after the performance. A man inquires about a Thanksgiving cruise in New Orleans. Fishbowl Approach The class will be divided into two groups. CA Houston. This is Kenneth. To practice expressions in giving options 2. Dialogue A: Thank you for calling IMI Travel. sir. Okay. CA Houston. TX . TX San Francisco. To produce the / k / and / g / consonant sounds 3. What do you have available? I’m checking to see what’s available…Okay. I found one on Cargo Air for $417. Give me some other options. I’ll check with other airlines. Depart 12:33PM Arrive 6:06PM 2. Please take note of these flights and the rates: Continental Airlines: 1. May I help you? B: A: I need a direct flight to Houston. direct flight. Would you mind holding? Good.Day 11 Giving Options/Verb Tenses OBJECTIVES 1. B: A: B: A: No. There are three other flights from San Francisco to Houston. To improve one’s rhythm of speech through proper phrasing 4. way! That’s unreasonable. Depart 6:30AM Arrive 12:14PM jbm71 Direct Flight: $346 San Francisco. I don’t mind waiting. To review the different forms and functions of verb tenses ------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. let me give you s brief rundown of your flight schedule. CA Houston. you may. I’ll do that. Happy trip. Practice Producing the following: /k/ Akin Carry Coin Keep Kind Leak Maker Rock Seek Take jbm72 /g/ Against Ago Beg Begin Eager Gain Gold Good Gun mug . Airfare is $346. TX B: A: The price is the same. B: A: Thank you. List down some of the words that represent critical sound in the text. You’re asking United Airlines leaving San Francisco at 11:15AM and arriving Houston at 5:05PM. /k/ /g/ C. You’re welcome. sir. but please confirm your flight and pay at least a day before departure. Sir. I’ll take the United Airlines and book me on this flight. Can I pay cash at the airport? Yes. B.United Airlines: 3. Depart 11:16AM Arrive 5:06PM Direct Flight: $346 San Francisco. Write your answers in the box. Thank you. sir? B: A: That’s all. Pronunciation Directions: Go over the text again. Anything else. 4. 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. you can breathe before you proceed to the next line. Always remind the clients to keep their valuables in a safe place. // Others not so well educated / need to know how to speak clearly / for their own protection and comfort. What do you actually gain from travelling? 8. There were really good packages offered last month. / accent and intonation. // it is difficult to acquire from listening to casual conversations. // 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. / have a natural desire to speak the language of their adopted country / not only with grammatical correctness and precision / but also with proper pronunciation. // It is as if he were learning to play / a new musical instrument. Please encourage your customers to take the evening flights this week. // Too often / embarrassing mistakes in pronunciation / result in unfortunate misunderstanding and setbacks. 9. Practice reading. Should our policy makers be lawyers? 5. The following selection is marked with a single bar like this (/) and double bars like this (//) to indicate pauses. I’m hoping nobody here is against gun ban. 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. jbm73 . 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. At this point. // Foreigners / well educated in their own language / and sensitive to its beauty and grace. The new batch of agents is going to begin receiving official calls next week. Our tourist guide was very kind and eager. 2. 3.D. // it must be gained by painstaking effort / through continuous drill and practice. 7. Pronunciation Exercises 1. E. Do you mind carrying my luggage to the counter? 10. I bought you a Parisienne souvenir mug. It is almost impossible / to acquire this skills from books alone. 6. and gained for themselves a glory that can never fade. Vocabulary and Idioms Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each. Exercise: Practice reading the dialogue in Prepare to Speak with a partner.) “They gave their lives foe their country. Techniques: Use the following expressions when giving options: “There are (three) flights available…” “Let me give you a brief rundown of your…” C. B. It is not their deeds. For the whole earth is the grave and monument of heroes. though never embodied. but in which their renown lives after them to be remembered forever on every occasion of speech or action which calls it to mind. Idioms Used in the Dialogue Possible Meaning jbm74 . I do not mean that in which their bodies lie. a tomb that shall stand as a mark forever. but even in lands where they were strangers there lives an unwritten record in every heart – felt.Exercise: (Read the following selection and put the correct mark – single (/) or double (//) to indicate proper phrasing. Pay attention to the common expressions used in giving options.” -Pericles COMMUNICATIVE FUNCTIONS A. More Practice Giving Options D. but I don’t think they ____________ me. we deserve __________ourselves to some fun. we have been __________lately. Seemed everybody was ____________. do you mean to say you’re __________? If you want. Why. too. I’m __________ to eat some seafood. You know…allergies. Then we’ll have a dinner at the Manila Bay Restaurant.Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box: direct flights up to our necks to treat day off in a rush raring connecting flights inviting me out agree with time’s gold up to something make a lot of difference A: B: A: What calls did you handle today? Mostly questions on __________. By the way. A: B: Of course! Hmmmm…wait. Because there’s a three-day weekend and vacationers can’t afford to waste time on _______________. even an hour saved on flights can __________! A: B: A: B: I think so. and I believe. B: A: No cause for worry. Okay? Sure. Are you _____________? Yeah. I agree with you ____________ an want to get the most of our vacation. You know I was just thinking of a two-day cruise along the harbor sunset. I’m sorry. There are other restaurants. when’s your __________? Thursday. That’s very nice of you. jbm75 . A: Seafood is great. B: Yeah. The client will have been calling the CSR. VERB TENSE Simple Progressive Perfect Perfect Progressive jbm76 PAST PRESENT FUTURE . is speaking and in writing. The client had been calling the CSR. Perfect The client had called the The client has CSR.GRAMMAR Verb Tenses The different tenses refer to the time when an action happens. Please memorize how each box develops the verb. Perfect Progressive Now using the above sample table. PRESENT The client calls the CSR. called the CSR. The client has been calling the CSR. you try to develop the verb of these sentences and supply the rest of the blank boxes below. FUTURE The client will call the CSR tomorrow. The client will have called the CSR tomorrow. Thus. I have trained to be a Call Center Agent for almost one rigorous month. The client was calling the CSR yesterday. She worked at a call center 2. VERB TENSE Simple Progressive PAST The client called the CSR yesterday. The client will be calling the CSR tomorrow. 1. Tenses of verbs Verbs tenses can be expressed in two different forms. 3. The client is calling the CSR. we have to indicate whether something is happening at the moment. or it happened in the past or will happen in the future. The English subject provides hope to many skilled workers. The Principal Parts of Verbs Present call speak Past called spoke Present Participle calling Speaking Past Participle Called spoken Regular Verbs vs. put burst Past Present Participle put putting burst bursting Irregular verbs with the same past and past participle Present Present Past Participle (has/have) put )has/have) burst Past Participle (has/have) bought (has/have) dealt (has/have) thought Past Participle (has/have) chosen (has/have) come (has/have) gone (has/have) eaten (has/have) written 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 Past chose came went ate wrote Present Participle choosing coming going eating writing jbm77 . Irregular Verbs Regular verbs form their past and past participle by adding –ed or –d to the present form. Present Past Present Past Participle Participle talk talked talking (has/have) talked book booked booking (has/have) booked reserve reserved reserving (has/have) reserved 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. Irregular Verb 1. The special guests of the President have just ___________ (come). I have not __________ (see) a thing like that before. ____________ (do) you attend the orientation last week? 4. 1. I must have ______________ (mistake) your luggage for mine. Our closing ceremony will be ________________ (lead) by the Senior Vice President herself. There ______(be) more applicants this year than last year. 7. 4. I wonder why all the Managers are __________ (go). 7. This company __________ (operate) in the Philippines for five years now. Mont of the people in our Department _________ (work) in the office more than eight hours a day. 6. My Manager was the only one who _____________ (deal) with the problem in composure. 2. 5. A journalist asks for an early morning flight from LA to Florida. 3. She wants the cheapest rate. including airfare rates. I’m sorry about the trouble. The number of clients ________ (increase) in the last three years. We __________(have) a training soon. 3. 8. 9. jbm78 . I ______________ (write) that kind of report before. She _______ (leave) with the company for ten years next month. 3. 5. B. The trainer _________ (teach) the participants the different kinds of American accent. APPLY THE RULES/SKILLS: A. 9. Our President ________ (have) with the company for ten years next month. A businessman calls asking for a flight from New Orleans to Jamaica. The child looked really scared when he was ________________ (catch) stealing a bag of goodies from one of the passengers. I ________ (work) at another call center when I met him. Give him the schedule of the flights and airfare. 6. Simulation: Prepare a 3-minute role-play on the following situations. Tenses. 1. A woman passenger inquires about a one-stop flight from South Carolina to New York. Fill in the blanks with a correct form of the verb in parenthesis. 10. Give them the schedule of flights that they can choose from. 2. The reports explain how the poor old man was _____________ (strike) by the mugger.Exercise A. 8. 2. 10. Regular vs. She must have ____________ (put) the reports in her drawer. Peer Evaluation Refer to the grid of guide questions to do this activity. GUIDE QUESTIONS CHECK THE APPROPRIATE COLUMN AND EXPLAIN YOUR ANSWER. IS THE SIMULATION REALISTIC? Explanation: _____________________________________________ 2.B. YES 1. Did they pronounce the vowels and consonants correctly? Explanation: _____________________________________________ 5. Did they use the appropriate words and expressions? Explanation: _____________________________________________ 4. Was the delivery clear and accurate? Explanation: _____________________________________________ 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 ------------------------------------------------------- jbm79 . Did the speaker sound spontaneous? Explanation: _____________________________________________ 3. Please hold on a minute. I’m almost there. Good morning. jbm80 . To master the forms and functions of the present verb tense ------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. I’ve got it. I have made some changes in my itinerary. Colorado. A: Can I have your access code? B: I don’t have it. To produce the / t / and / d / consonant sounds 4.Day 12 Cancelling/Rescheduling Flights OBJECTIVES 1. to Denver. This is ________. But I want to cancel my flight to Boston. Ma’am. Let me see what’s available. To practice expressions used in cancelling or rescheduling flights 2. How much will that cost me? A: Just a moment. A: Okay. And please cancel my hotel reservation and find me a 5-star hotel in Denver. Could you give me your flight number? B: T 732 A: Thanks. I have to find your reservation. Here we go. business class. I’m locating your record now. Instead book me a ticket. I need to be in Denver by 6:00PM tomorrow. Dialogue A: IMI Travel and Tours. Hmmmm…I’m accessing the flight schedule now. A: Did you forget. First. ma’am. May I help you? B: This is Tania. instead of Boston. so you are going to Denver tomorrow. you’re traveling from South Carolina to Bos ton. B: That’s right. Ma’am. we have a flight from South Carolina to Denver departing tomorrow at 2:00PM and arriving at 4:00PM. Ma’am? B: Can’t you just look it up by my name? A: Ok. B: Yes. Here. It cost $525. To reinforce proper paraphrasing 3. About the hotel. List down some of the words that represent critical sounds in the text. Pronunciation Directions: Go over the text again. Have a nice day. Is there anything else I can help you with? That’s all. Write your answers in the box. Practice Producing the following: /t/ Asked Detour Duty Gate Hot Suit Take Tame Taught test Believed Bread Dame Den Gold Greedy Mad Made Played ready / d/ jbm81 . You’re welcome. / t / Sounds / d/ sound C. It’s $300 a day. Would you like me to reserve this? Yes. I’ve got the rate for the suite. a suite at Paradise Hotel.B: A: B: A: B: A: B: A: B: Isn’t that rather expensive? No. Book me then. and thank you. ma’am. Would you like to book this flight? We have only two seats left. Ma’am. do you have any preference? Yes. B. All right. Who taught you those amazing tricks? 8. Don’t you think Asians are generally tame? 7. the keen smell. 5. Do we have to pass the test to be promoted? 9. It is not a sixth sense. -Charles W. Are all the participants ready? 3. Only a few of the customers played at the casino. sober. The children made the biggest sand castle. for it shows him his way through the world. -W. grave. and they are capable of the most effective co-operation at need in business. and respectable. It is useful in all places. Phrasing Exercises Read the following paragraph aloud and observe proper phrasing. The trainer was so convincing that the trainees undoubtedly believed her. nut is the life of the all five. 6. it is the open eye.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. and war. even if that power be more intelligent and better informed than they. 2. it is useful in society. Let me give you the shortest detour.D. Elliot jbm82 . and at all times. but tact is everything. Pronunciation Exercises 1. 4. Blind obedience and implicit submission to the will of another do not commend themselves to characteristics of Americans. Talent is serious. the judging taste. the remover of all obstacles. tact is all that and more too. Thus they submit willingly to any restrictions on individual liberty which can be shown to be necessary to the preservation of the public health. 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. Would you like some garlic or cheese bread? 10. the quick ear. it is useful in solitude for it shows a man his way into the world. and the industries than they will if their lives are regulated for them by some superior power. 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. it is the interpreter of all riddles. and the lively touch. Tact and Talent Talent is something. sports. the surmounted of all difficulties. The Team Leader asked the senior agents to help the new ones prepare for the presentation. E. the trades. More Practice: Can you add to this list? Canceling/Rescheduling D.COMMUNICATIVE FUNCTIONS A. Pay attention to the common expression used to ask for and get more information. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each. Vocabulary and Idioms Exercise 1: Go over the dialogue again. and then we’ll talk about it. Oh my. I had a variety of callers. I was quick enough to adjust to their context so I was able to _____________ something from what they were saying. jbm83 . sort ot. and my head is ___________! __________ first. 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. Good. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Idioms Used in the Dialogue 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: Spinning Strain Lost my composure Make out Catch your health Keep your cool Guess what. English with different accents! I had to ________ my ears trying to catch what the client was saying. I had a ___________. B. I didn’t panic. Excuse me. Continuing action : He is talking to the client. My adrenaline is still up! Let me ________________ a drink then. but I almost __________________. Continuing condition : jbm84 . I need a ___________. GRAMMAR Verb tenses Use of tense in Present Time. The International Dateline indicates the time difference between East and West The Philippines is in the Far East Present condition : Regularly occurring Regulary occurring Condition : : Constant action : Constant condition : Now. The agents are always ready. Great! Thank goodness. Trust yourself. The simple present is used to show present action or condition. the present progressive indicates actions that are in progress at the time of speaking. The agent is being trained. The clients are waiting. I think I need a glass of very cold orange juice. Present action : Here she comes. My favorite customer calls every other day. you can _______________. 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.B: A: B: A: B: A: B: Good girl! At other times. Uses of the present progressive tenses. call (regularly occurring action) _______________________________________________________________________ _______________________________________________________________________ 10. produce (constant action) _______________________________________________________________________ _______________________________________________________________________ 9. is never (regularly occurring condition) _______________________________________________________________________ _______________________________________________________________________ 7. company is (continuing condition) _______________________________________________________________________ _______________________________________________________________________ 5. trainers are (present condition) _______________________________________________________________________ _______________________________________________________________________ 3. arrive (present condition) _______________________________________________________________________ _______________________________________________________________________ 6.Exercise: Use the following words or groups of words in sentences following the suggestion in the parenthesis. 1. Hawaii is (constant condition) _______________________________________________________________________ _______________________________________________________________________ 4. receive (continuing action) _______________________________________________________________________ _______________________________________________________________________ 8. talk (present action) _______________________________________________________________________ _______________________________________________________________________ jbm85 . travel regularly (regularly occurring action) _______________________________________________________________________ _______________________________________________________________________ 2. you must refer to the grid questions BELOW to do this activity. Did they pronounce the vowels and consonants correctly? Explanation: _____________________________________________ 5. He didn’t specify his time preference. GUIDE QUESTIONS CHECK THE APPROPRIATE COLUMN AND EXPLAIN YOUR ANSWER. A famous playwright calls to cancel his flight from New York to Hawaii next week and wants the same flight rescheduled on the last week of the month.APPLY THE SKILLS A. Did the speaker sound spontaneous? Explanation: _____________________________________________ 3. He is flying from Alaska to Alabama. Peer evaluation: Note. B. 3. A bachelor calls to cancel his flight and reschedules it to late in the evening of the same day. 2. YES 1. A lady calls cancelling her early morning flight from Maine to Los Angeles and requests that it be rescheduled the next day any time. Did they use the appropriate words and expressions? Explanation: _____________________________________________ 4. IS THE SIMULATION REALISTIC? Explanation: _____________________________________________ 2. Give him a list of available flights and let him decide which one to take. Simulation: Prepare a 3-minute role-play on the following situations: 1. Was the delivery clear and accurate? Explanation: _____________________________________________ NO Strengths: ______________________________________________________________________________ ______________________________________________________________________________ Areas for Improvement: jbm86 . ______________________________________________________________________________ ______________________________________________________________________________ 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 ------------------------------------------------------- jbm87 . A: May I get your name. To use expressions in handling complaints effectively 2. Dialogue A: Customer Service. Good afternoon. To speak more naturally by using correct word and sentence stress 4. ma’am. Then I called your agency to rebook me in the next morning’s flight. The agent obliged. This is outrageous! Your money-sucking agency. ma’am.Day 13 Handling Complaints Part 1/Prepositions OBJECTIVES 1. A: Access code? B: I don’t know. I also lost my payment for a hotel reservation because I didn’t give a 24-hour notice. To produce the / s / and / z / sounds correctly 3. This is _________. Stupid policies! Darn! A: I’m really very sorry. Isn’t that unfair? My hotel booking too was not cancelled because of the 24 -hour notice policy. B: I want a refund of the flight penalty and my hotel reservation. To achieve accuracy and fluency by using correct prepositions of time ------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. ma’am? B: Therese Carmichael. Damn you! A: I understand your situation. but the company has its policies. Could you tell me what happened? B: I was stuck at Detroit because of a snowstorm. And not only that. May I help you? B: why would I be charged $100 for a canceled flight? The snowstorm isn’t my fault. but with a $100 penalty. jbm88 . Not at all. Put her through. Pronunciation Directions: Go over the text again. B. My relatives are going on a cruise next week. Pronunciation exercise 1. 4.A: B: A: B: A: B: A: It’s all right. List down some of the words that represent the critical sounds / s / and / z / in the text. 7. I will now connect you to our supervisor. There’s a very affordable restaurant on Roosevelt Avenue. Don’t worry. This is her complaint… Okay. We only have several items left for discount. Thank you. Practice producing the following: / s / Sound Advice Bless Class Hostess Process Progressive Same Seen Several tense Advice Blaze Cause Crazy Cruise Glitz Roosevelt Rose Zip zoo / z / Sound D. I’m forwarding to you her record. Sir. there’s a complaint from a customer. / s / Sound / z / Sound C. jbm89 . 6. Please keep your cool ma’am. Remind the customers not to cause any trouble. Could you hold for a couple of minutes while I put you through to our supervisor? Thanks. I’ll advise the participants to come early. 2. 3. Everyone in the company goes through a very tough proves. Are we flying economy or business class? 5. 9. Pay attention to the common expressions used in handling complaints. I thought I was going to go crazy hosting the program. I’m not sure if we can address that problem now. Exercise: practice reading the dialogue in Prepare to Speak and find a partner. I don’t understand the content of the letter. 1.” C. 3. Can you do the report yourself? 6. The ceremony lasted more than an hour. 10. Some adventurous customers do not realize the circumstance they are in. Review word/Sentence Stress Read the following sentences aloud to practice word/sentence stress. 4. _____. But the company has its policies. Vocabulary and Idioms Exercise 1: Go over the dialogue again. 2. The fundraising had a good turn out. B. Do we have some penicillin in the first aid kit? 5.” “It’s all right. ____________. Who else needs to make up for the training? COMMUNICATIVE FUNCTIONS A. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each.” “I’m. really sorry. The managers seem to object to the proposal. 8. jbm90 . 10. Technique: Use the following expressions in handling complaints: “I understand your situation. More practice: Can you sad the list? Handling Complaints D. Do you want to get the same flight schedule? 9.8. Is it seventeen or seventy? 7.” “Please keep your cool. Have you been to the biggest zoo in Seattle? E. and then I said I’d refer her case to the supervisor. A: Don’t ___________ yourself about it. you’re _____________. Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box: Beat up Off your chest Spaced out Busted my chance Freaking out Passed up What’s eating you? A hole in the wall Giving me a creep A: B: A: B: Hey. She missed the refund because she wasn’t able to notify the hotel in 24 hours earlier. Oh my. she was really ________________ and I was tongue-tied. get it ____________.Idioms Used in the Dialogue Possible Meaning E. I’m just exhausted. jbm91 . Come on. I’m your friend. you’ll be more composed and you’ll be able to handle a complaint well. Charge it to experience. I regret I ____________ handling that complaint effectively. At the moment I felt she’s ______________ because of her voice. That does add up to her irritation. It wasn’t her fault she said if there was a snowstorm. I guess. I think I ________________ to handle a complaint smoothly. I hate myself. A: B: what did you do? There was this very angry client because she was penalized for a cancelled flight. ready to listen anytime. I’m bombed. Next time. A: B: Didn’t you do anything except keep quiet? I remember I stuttered. She didn’t also get a refund for her cancelled hotel booking and she’s running out of cash so she desperately looking for a ______________. Nothing. ’ The call is on hold ‘at the moment.’ The President and Vice President arrived at the airport ‘at the same time.’ The training is ‘in the afternoon. months/years/seasons) In October In (the) winter in 1968 in the 18th century in (the) future in the past in the middle ages We use ‘at’ in these expressions: I take the most number of calls ‘at night. In (time) We use: ‘at’ for the time of the day: At 5 o’clock at midnight at lunchtime at sunset.’ Note that we usually ask ‘What time…?’ (not “at what time…?) ‘What time’ are you going to be on board? We say: In the morning(s) in the afternoon(s) in the evening(s) Our meeting is ‘in the morning.’ jbm92 .GRAMMAR Prepositions: At. ‘on’ for days and dates: On Friday/on Saturdays on 12 March 2009 on Christmas day ‘in’ for longer periods (for example. etc.’ I enjoy receiving a lot of gifts ‘at Christmas. On.’ My duty is ‘in the evening. On Friday (morning) on Saturday afternoon on Monday evening The manager will be attending at the meeting ‘on Friday morning. The plane will be arriving ‘in a few minutes. 2008 In a month’s time On Fridays At ten o’clock In summer jbm93 .’ In a few minutes/in six months etc.’ We do not use at/on/in before last/next/this/every: The trainer is going to be out ‘next Friday’.’ We plan to go out ‘on Saturday evening. (not ‘on next Friday) Our team was evaluated ‘last month.’ (=a few minutes from now) All the new agents will start ‘in a week.’ Our department has been assigned to take over ‘on Saturday afternoons.’ (=a week from now) The Manager will be with you ‘in a moment.’ Exercise: Complete the following sentences by using the prepositions at.’ The new policies will be implemented ‘in two months time. in with the words or group of words in the box: At night In the 1990s Last 200in December8 On Thanksgiving Day Next year At lunchtime At the moment On Saturday evening In the evenings January 1. on.’ (=a moment from now) I acquired the native accent ‘in three weeks. 3. 7. He wants you to make necessary arrangements within the day because of an urgent matter he has to attend to later in the evening of the same day. APPLY THE SKILLS A. 8. 6. Our call center started its operation in the Philippines. The couple from Wisconsin will be arriving __________. I wonder why our supervisors call for meetings ________. She wants you to fix it right away. 2. I don’t think the supervisor is available ________________. A client complains that her booking date was changed to an earlier flight without notice. 9. I plan to move to another department ________________. Simulation: Prepare a 3-minute role-play on the following situations: 1. 14. I prefer working _______because I’m not a morning person. A client calls that the date of her flight to Jamaica and hotel reservation do not match. 3. jbm94 . The client should have called _________. A sister company of this call center will be introduces __________. The lowest number of applicants reported on record was __________. It’s now half past ten. Our team members usually have snacks ______________. I’m glad I never fail to go mass ________________ despite my hectic schedule. 15. I can’t eat prop erly when they do so. 5. Tourists prefer going to the beach ________________. Do you notice how most people feel sluggish and burnt out _________? 13. 4. The company will be launching a new project __________. but the problem is there is no more flight available on that day. in time for Christmas. 10. She wants it re-booked to her scheduled flight. The client insists that she talk to your supervisor. more Americans flew back to their hometowns _______________. A client complains that his connecting flight from Phoenix to New Orleans isn’t what he booked. 2. But there’s no more available flight. 11. Last year. 12.1. She calls to inform your agency about it. 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 ------------------------------------------------------- jbm95 .