Call Center Training Module

13 Sessions

2010 Miranda & Associates Skills Training Mgt.

Miranda & Associates

Customer Service Representative

Training Module

ACCENT, CONVERSATION, GRAMMAR This module is designed to train students of “100 Hour Call Center Finishing Course.” It is complete with specific task for the day with objectives on it. Along the way they are given ample time to prepare to speak based on a situation in dealing with customers. Their grammar and accent is checked as well as their customer service transaction skills. These are applied using an assessment tools to determine the progress of the skills.

Customer Service

Representative

Training Module

(For classroom training purposes only. Not for Sale.)

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DAILY TRAINING REQUIRED ELEMENTS

TASK FOR THE DAY

THE OBJECTIVES

PREPARE TO SPEAK

LEARNING GRAMMAR FUNCTIONS

APPLY THE SKILLS

ASSESSMENT

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Session 1 1. Scope: Students at this point will be able to learn the American accent rules but will heavily focus on ‘T’ and Th’ sound. Throughout the course of Session 1, the teacher will be highly sensitive to the application of these sounds. On other areas, students will learn the proper way of introducing others as well as be able to correctly use verbs. In addition, it is but proper that they learn how to appropriately use expressions in conversation where they are expected to last for 15 minutes using three different stages, namely: warm up, long turn, and cross examination. At this stage, students will be able to learn how to quickly analyze a sentence and answer it according to its nature. They will learn how to predict, create opinion, judge or combine these elements and come up as a good conversationalist.

2. Strategies and approaches for this session: 2.1 Discussion 2.2 Audio-visual for listening and speaking 2.3 Dyad, Triad, group 2.4 Simulation 2.5. Assessment 2.6 Memorization 2.7 Research/Take-home task 2.8 Demonstration/Reporting

2. Tasks: 1.1 Speak using correct ‘T’ and ‘Th’ sounds 1. 2 Introduce others correctly 1.3 Use correct verb-timeline 1.4 Use formal and informal expressions 1.5 Speak using warm-up, long-turn, and cross examination with sentence analysis 1.6 Role-play using a conversation 1.7 Speak well using correct accent rules

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3. OBJECTIVES: 2.1 To introduce oneself and others using formal or informal expressions 2.2 To carry on a conversation from beginning to end using appropriate expressions 2.3 To introduce the correct ‘T’ and ‘Th’ sounds

4. PREPARE TO SPEAK 3.1 Accent: The ‘Th’

(Play CD cf. CD#6)

Target: The ‘Th’

Title: The Thessalonians The Thessalonians believers thank the Lord for thousands of people thriving in their amphitheatre every Thursday at three. This must be due to thematic theme about theism and hypothetical theory of God’s theocratical throne which was made through thunderous preaching which thrilled the throng especially Thomas and Thutmose of Thurgau. For three months every Thursday, through persistent thrusting of effort and thundering voice, the Thessalonians believers of Thurgau thought of the unthinkable by even throwing themselves on the floor of ice thaw. A. J. Morillo B. C. 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

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- How are you going to do it? - How do you keep the conversation going? - How do you end it? D. Dialogue: Introducing oneself/someone Here pay attention to the speaker’s natural way of communicating with each other JIM: SHIELA: JIM: SHIELA: JIM: SHIELA: LUCY: SHIELA: LUCY: SHIELA:

JIM & LUCY: SHIELA:

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 Canadian Immigration Consultancy. I’m Sheila from ProdataNet account. Pleased to meet you. Pleased to meet you, too. Oh, that’s my friend. Lucy over here! Hi Sheila. How are you? I’m fine. Thank you, and you? I’m fin too. Why don’t you sit here and meet a new friend. Lucy, this is Jim. We all have different accounts because I represent CANU Intl English Language for its IELTS. I just hope we’ll all be in the same unit. Let’s keep our fingers crossed. Umm, the trainer is here. We better keep quiet now.

LEARNING GRAMMAR FUNCTIONS a. Time-line of verbs Students are confused on how to use their verbs. This illustration will help you in an instant the timeline of your verb. The next time you use your verb make sure you know what ‘time’ you are talking about.

Time Line:

before past

now

past

future

…the ‘has and have’ verbs encompasses from past to now.

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…all present regular or irregular

…the ‘had’ verb encompasses from before past to past.

will… verb refer to ‘now’ in the timeline

Example: The student attends to his subject.

VERB FORM

PAST

NOW

FUTURE

Simple

attended

attends

will attend

Continuous/

was attending

is attending

will be attending

Progressive Perfect

dad attended

has attended

will have attended

Perfect

had been

has been

will have been

continuous/

attending

attending

attending

Progressive

Sentence: Below are verbs for you. Translate the following verbs using the table above: 1. ate

2. sing

3. gave

4. swim

5. write

7. report

8. speak

9. come

10. go 11. say 12. tell

6. participate

Analysis: Recall your own dialogue in the introductions and the sample dialogue above. Identify familiar expressions you used and the ones used in this text. When are the expressions used? How are they used? Expressions Used

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Function/s

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Now look at the following expressions Introducing of oneself A. FORMAL - Allow me to introduce myself. My name’s___________________________________ - I’m… (+ information) -

May I introduce myself? My name’s _______________________________________ I’m…(+ information)

B. INFORMAL - Hello. I’m ____________________________________________________________ - Hello. My name’s ______________________________________________________ Note: When introducing yourself to someone, you often need to give not only your name, but also other relevant details about yourself or the situation you presently are having. The same is true when introducing someone to others. Introducing others EXPRESSIONS A. Formal Hi. I’d like you to meet …. Good morning. May I introduce… I’d like to introduce… EXPRESSIONS B. Informal Can I introduce… This is… I want you to meet… GREETING A. Formal How do you do?

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ADDITIONAL INFORMATION …a colleague of mine. …our sales manager. …my old time friend.

ADDITIONAL INFORMATION …he’s here for the week. …my counterpart. …from the IMI division. POSSIBLE REPLY TO THE GREETING How do you do? I’m fine/I’m doing well. How do you do? I’m very pleased/delighted to meet you.

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B. Informal Hello. Nice to meet you Hi.

It’s very nice to meet you, too. Good to meet you. It’s very nice to meet you. Nice/Good to meet you. Nice to have you with us. Pleased to meet you.

Note: when you meet people for the first time on a personal or business basis, it’s usual to shake hands. This is when the greeting ‘How do you do?” is appropriate, but it is only used for the first time. Other rules in introducing others Younger to older – introduce the younger person to older person. Example: Father, this is my friend, Annie. Annie, this is my father. Male to female – introduce man to woman or boy to a girl. Example: Ella, meet my friend, John. Lower rank to superior Example: Sir Miranda, this is our new student, Mitch. Any order – same rank, gender, age. When you introduce people of the same rank, gender, or age, it doesn’t matter whose name comes first.

Pre-closing the conversation A. FORMAL Thanks for your time. Thanks a lot for the information. I really should be leaving.

No problem. Welcome. It’s been nice talking to you. Sure. No problem. I have to get going too.

I have to go. Would you excuse me please?

It’s alright. Take care. Sure. Don’t worry about it.

I’d better not to take up any more of your time.

Let me know how things work out. Keep me posted.

B. INFORMAL

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Got to go now… I have to run… I must be going… I have to rush off…

OK. See you again. OK. Great talking to you. Same here. Same here.

Closing the conversation

Expression

Possible Response

A. Formal Talk to you later You’re welcome. Thank you for your time. My pleasure. B. Informal See you later. Bye. Until next time… Ok. Bye Practice: Prepare a role play based on the following situations. 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. Simulation/role play After another orientation, the newly-hired agents and their trainers held a welcome party for all departments. Introduce yourselves to the others and introduce your new friends and trainers to your new acquaintances. Practice using the appropriate strategy for introducing yourselves and others, for keeping the conversation going. Be conscious too of your vowel and consonant sounds.

Introducing oneself: Beginning- sustaining the conversation- pre-closing-closing

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Sample dialogue: Listen to the conversation among the call center staff. Pay attention to expressions used and the spontaneous way of introducing oneself to another person. Then practice the dialogue with a partner. A: Hello. I’m Anne. I’m the new secretary. B: Pleased to meet you, Anne. I’m Jerry and work as a clerk at the Accounting Office. A: Small world. I’ll work for Mr. Davis. He’s the Chief Accountant, right? By the way, how long have you been working here? B: Not long enough. I’ve been here for a month. So just like you. I’m also a newcomer. A: But not as a neophyte as I am. Oh, 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. B: Yeah. Feel free to ask me anytime.

A: I guess I have to get back to work. Break time is over. B: Will you have lunch with me? A: Sure. B: See you then at the cafeteria. Twelve fifteen? I usually take table ten. I’ll reserve a seat for you and maybe you can meet my friends. A: Really? That sounds great. See you later.

Role-play presentation Given the situation above, create your own situation in introducing and greetings that are applicable and relevant to gatherings or interactions in your unit.

Warm up: 5 Minutes -

Introduce yourself

-

Ask the name

-

Present work or studies or both

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place of residence, its people, traffic condition, changes

-

Family

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Hobbies such as going to malls, cooking, favourite sports

-

Plan for the next 2 and five years

Long turn: 5 Minutes Some people believe that allowing a partner to work abroad will be more disadvantageous rather than advantageous. Discuss both the advantages and disadvantages of allowing a partner to go abroad. Include any relevant examples, personal experience, or knowledge about the topic. You will have to discuss this in 3 minutes without interruption.

Making opinion: 5 minutes Why do people work hard? What is the ideal life after retirement? How is time being spent before? How is time being spent today? How do you think life will become in the future?

B. TEACHER’S FEEDBACK CRITERIA: 

Naturalness



Probability of the situation



Correct use of vocabulary and expressions in context



Correct production of vowel sounds



Correct use of intonation patterns



Correct use of grammar



Employment of paralinguistic i.e., speed, pitch, body language, intonation, and liaison

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------------------------------------------------------------END OF DAY 1 -----------------------------------------

Day 2 Receiving and giving information with grammar and long conversation focus OBJECTIVES 1. To ask appropriate questions (Wh/H) to get desired information 2. To give appropriate answers to client’s questions on flights and affairs 3. To practice speaking using rising-falling information 4. To produce the /i/ and /iy/ sounds -------------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK A. Dialogue Flights and airfare Agent: This is International Jobs Recruitment Agency (IJobs), good morning. This is Mitch. How may I help you? Client: Yeah. This is Stuart Daly. I’m planning to go to New York next week. What are the available flights? And what’s the airfare at the moment?

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Agent: Client: Agent: Client:

Well sir, that depends. D’you want to fly first or economy class? Economy class. When d’you want to leave? September 28. What are the available morning flights from Washington D.C. to New York? Agent: Hold on a minute, sir. Let me check the flights. Sir, my computer is rather slow today. I hope you don’t mind waiting for a couple of minutes. Client: Not at all. Agent: Thank you. I’m almost done. Here let me read the available airline flights and fares: Time Nonstop 1 Stop

Multiple Carrier $123 $148

7:30 10:00am

Client: Agent: Client: Agent:

United Airlines $233 $248

US Airways $245 $347

Which flight would you like to take, sir? The 7:30 flight – Multiple Carrier. Could you book that for me? Let me confirm with the airline first. Okay then, 7:30 in the morning. Multiple Carrier. Is there anything else I can help you with? That’s all. Thank you. You’re welcome. Have a nice day, sir. Bye.

B. Pronunciation Directions: Go over the text again. List down some of the words that represent the critical sounds /i/ and /iy/ in the text. /i/ Sound

/iy/ Sound

C. Practice producing the following: /i/ bit

/iy/ beat

/i/ bit

/iy/ beat

bitch

beach

itch

each

Fit Grit Hit It

Eat Feat Greet Heat

Live Rich Sin Slip

Leave Reach Seen Sleep

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List mill Rid Sick Sit

Least Meal Read Seat seek

Still Wick will

Steal Week Weak We’ll

D. Pronunciation exercises 1. It’s something I’d rather not eat. 2. Would you like to sit in seat number 3? 3. I still don’t understand why they had to steal my tickets 4. Can you at least provide me with a list of choices? 5. We’ll make sure you get there. You will surely arrive on time. 6. I seek for a postponement for next week because my child is still sick. 7. I still think we’re going to hit the road tomorrow s=despite the heat. 8. No, please. Don’t give me my brochure. I’d rather get rid of those things. 9. We’re finally leaving next week to live in Long Beach. 10. How do you reach me for the tickets? You see, I’m not that rich to go all the way there just for that.

E. Intonation Pattern What is intonation? It is the speech music. (cf. to pages 11-20 of the Accent Kit) Intonation is the rising and falling when you speak. It’s like a jazzy movement, or a staircase. Cf. Exercise 1-44: Building an intonation sentence CD 2 Track 13. Additional Practice: 1. The receptionist at the hotel is very accommodating. 2. She wants to join the caravan to Nepal. 3. The chauffeur drove me around the city. 4. You can avail yourself of the package tour to Rome. 5. My flight to Chicago was cancelled. 6. The cab driver got me to the airport in time. 7. The tour guide graciously showed me around the museum. 8. I left my luggage at the resort hotel. 9. He’s a chance passenger. 10. I’ve earned enough mileage for a free trip to Boracay. BASIC INTONATION PATTERNS USING THREE AND FOUR WORDS

THREE-WORD PATTERN The 1st and last ‘AC’are emphasised middle word stays

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FOUR-WORD PATTERN words or The first three words are mentioned while the monotonously but the last word or ‘D’ is in normal emphasised by moving up the pitch a

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pitch.

little higher. A

Example:

C

He

B

hired.

was

D Example: A He

B was

C

hired.

just

Ergon: Below are simple Ergon: Below are simple sentences. Read sentences. Read them by using them using the above principles. the above principle. Repeat after me (practice):

Repeat after me (practice):

1. He works well.

1. He’s cleaning the cabins.

2. Services are carried.

2. Services are carried out.

3. Sea-travel is safe.

3. Sea-travel is safely managed.

4. They prefer skills.

4. They prefer skilled workers.

5. He speaks English.

5. He speaks English well.

6. They have rules.

6. Housekeeping rules are posted.

7. Skills are required.

7. Qualifications are

8. He’s working well.

important too.

9. Sea-travel is great.

8. He’s working well always.

10. Shipments were removed.

9. Sea-travel is amazing experience.

11. Services are ensured.

10. Shipments were removed yesterday.

12. It cruises slowly.

11. He ensures excellent services.

13. Staffs are great.

12. The ship was cruising.

14. They were appreciated.

13. Staffs are helping us.

15. They thank them.

14. They were appreciated honestly. 15. They thank them

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wholeheartedly.

GRAMMAR A. Question words with short and long answers Drills: which of the Question words (what, where, when, who, and How), will you use in asking with a follow up long answer? Write the exact question below the given information. Example: INFORMATION: Social Security Number Question: What is your Social Security Number, Sir? INFORMATION: Acquaintance’s family name QUESTION: _________________________________________________________ INFORMATION: Customer’s date of birth? QUESTION: _________________________________________________________

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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. Simulation: Prepare a 3 minute role play on the following situations. 1. A client calls to ask for flights and prices from Houston to New Orleans on December 15. He is booking a month in advance. He is flying with his wife and 3 teenage children. Can you give him a list of package flights and prices? 2. A client from Maryland is asking about round trip flight ticket to San Diego. He is also expecting some discounts. What can you offer him? 3. You want to share the day’s happenings with your friend. You had 30 good callers and 5 bad ones. Despite the good calls, you felt down because the bad callers were so nasty. B. Teacher’s feedback:  Spontaneity

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 Probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation pattern  Accuracy in the use of question words  Good idioms --------------------------------------------------End of Day 2------------------------------------------

Day 3 Making the conversation going with longturn and question analysis focus OBJECTIVES 1. To answer client’s inquiries on connecting flights 2. To use appropriate expressions to fill up dead air

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3. To produce the /ey/ and /e/ sounds correctly 4. To ask appropriate questions (yes/no) using the rising intonation pattern -------------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK A. Dialogue CSR: Philippine Airlines, good afternoon. This is _____. Can I help you? CLNT: Yes. Is there a connecting flight to the Philippines from Chicago Airport? CSR: What date and airline, sir? CLNT: Sept 22, but I haven’t booked my ticket yet. Please give me the connecting flights on that day. Then I’ll decide which airline to take. CSR: Ok, sir, do you want to hold or I’ll call you back in 5 minutes? CLNT: I don’t mind waiting. CSR: Thank you, sir. Let me pull up the information from my computer. It’s September 22, right? CLNT: Yes. CSR: One minute more, sir. Are you still there? CLNT: Uh-uh. CSR: Here it is. Do you have your pen and paper? CLNT: Yes. CSR: Sir, here is your first option: Wed, Sept 22 Depart: 9:34PM Arrive: 11:59PM 2 Stops

United Airlines 161 Chicago, IL San Francisco, CA Change Airlines Time between flights 1 hr 6 min

Thu, Sept 23 Depart: 1:05AM Arrive: 5:30AM

China Airlines 3 San Francisco, CA Taipei, Taiwan Change Planes Time between flights: 2 hr 35min

Fri, Sept 24 Depart: 8:05AM Arrive: 10:05AM

China Airlines 631 Taipei, Taiwan, Manila Philippines

CLNT: Got it! Thank you. CSR: Anything else I can help you with?

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CLNT: Nothing else. Thank you and goodbye. B. PRONUNCIATION Directions: go over the text again. List down some of the words that represent the /ey/ and /e/ sounds in the text. Then classify them according to the following: /ey/ sound

/e/ sound

C. PRACTICE PRODUCING THE FOLLOWING /ey/ gate Airfare Airplane Airport Date Dateline Delay Dateline Delay Detail holiday Irate Late Mail Mercedes Rate Same take

/e/ get Men Bet Check Desk Get Letter Melbourne Men Messenger Met Penalty Penny Press Red rentals

D. PRONUNCIATION EXERCISES 1. What time are we leaving the airport? 2. Do they say elevator or lift? 3. I’d like to rent a Mercedes for one week. 4. What does the package include? 5. We’ll see to it that your transportation is provided. 6. Our regular rate for this season ranges from $300-%700.

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7. Your itinerary might vary according to your choice of a holiday. 8. Please check if all your papers are ready. 9. Do we take a cab or a bus? 10. Our desk officer will be around to assist you. E. INTONATION PATTERN EXERCISES Direction: Read aloud the following sentences below using the RISING intonation pattern Example: Can I make it on the 9:30AM flight? 1. Do you have your passport with you? 2. Is he en route to Bethany? 3. Have you packed your clothes yet? 4. In this club exclusive for visa holders? 5. I’ve cancelled my flight to Houston. Can I get a refund for my ticket? 6. Will you fetch me at the airport terminal? 7. Would you please book me a suite for tonight? 8. Am I a standby passenger? 9. Is there an available seat at the 10:30 night express train? 10. Is this itinerary ready?

COMMUNICATIVE FUNCTIONS A. Exercise: Practice reading the dialogue in ‘Prepare to Speak’ with a partner. Pay attention to the common expressions used to fill up dead air and make clarifications or follow up. B. Strategy: Fill up the ‘dead air’ by making clarifications/follow up  Use the following expressions to fill up ‘dead air.’ Repeat these words as often as you can. “Okay sir, do you want to hold or I call you back in 5 minutes?” “Let me pull up the information.” “One minute more, sir. Are you still there?” “It’s _________________, right?” “Do you have your pen and paper?” “Anything else I can help you with?” C. More practice: Can you add more to the list?

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Filling up dead air

Making clarification/Follow up

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. book Layover standby A: B: A: B: A: B: A: B: A: B: A: B: A: B: A:

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Hold on waitlisted Connecting flight

Take note No big deal To fly

ABC Travel. This is Shane. May I help you? Hi. This is Mark Sanders. I’d like to know if there’s a _____________ from San Francisco to Miami, Florida. I intend _____________ PanAm on July 4. Hold on a minute. I’ll check with the airline. There is, sir, but you’ll have a 12hour in Texas. Can you ______________ me a ticket? Yes, sir. Economy or Business? Economy. Are you willing to travel __________ if I can’t get you a confirmed seat? ______________. Okay then. I’ll book you a flight now. Anything else, sir? Uh-uh. How do I know if I am _____________________? I’ll call you 48 hours before you scheduled flight. Once we give you a reserved seat, be sure to call and confirm your flight at least 14 hours before departure. I’ll __________of that. Okay. Anything else I can help you with? Nothing more. Thanks. Don’t mention it. Thank you for calling ABC Travel. Bye. Miranda and Associates Language Management Services

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GRAMMAR Yes/No Questions Rule 1: Whenever a linking verb is used in a verb phrase, it is always comes with a progressive form of the main verb.  

Is she getting the bills today? Are you doing the report now?

Is + getting Are + doing

Rule 2: Whenever the helping verb do, does, or did is used in a verb phrase, it always comes with the main form of the verb.   

Did 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, have, or had is used it always comes with the past participle form of the verb.   

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. What kind of questions are asked based on the following given answers? Write the possible questions.

QUESTION: ____________________________________________________________ ANSWER: I came with somebody else. QUESTION: ____________________________________________________________ ANSWER: She passed the oral and written exams. QUESTION: ____________________________________________________________ ANSWER: The flight was delayed because of the fog. QUESTION: ____________________________________________________________ ANSWER: They don’t give a 20% discount anymore. QUESTION: ____________________________________________________________ ANSWER: It’s got to be in my files.

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QUESTION: ____________________________________________________________ ANSWER: I went on a cruise alone. QUESTION: ____________________________________________________________ ANSWER: The client wanted a refund. QUESTION: ____________________________________________________________ ANSWER: I didn’t attend the orientation but I was there at the seminar. QUESTION: ____________________________________________________________ ANSWER: I had to see my boss because a client complained. QUESTION: ____________________________________________________________ ANSWER: The managers left early today to prepare for our team planning.

APPLY THE SKILLS A. Simulation 1. A client calls to book a ticket. Her itinerary is New York to Miami; she wants to fly back to North Carolina on the same day. She needs to leave New York at 2:00PM and be in Miami not later than 9:00PM. Give her two options 2. A /Filipino asks for connecting flights from /san /Francisco to Cebu, he wants to know the available flights and the prices. He’s flying economy and prefers the cheapest ticket. Give hi at least 3 options but be sure to get him to book with your agency. 3. A client holds a ticket, a direct flight from Paris to Los Angeles. For some reason, he needs to stopover in Rome; then head back to Los Angeles. He wants to know the flights that will delay his trip for two hours only. Help him change his booking.

ASSESSMENT Criteria:  Spontaneity  Probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns  Accuracy in the use of yes-no questions ----------------------------------------------------------------End of Day3---------------------------------------

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Day 4 Offering product line with long conversation focus OBJECTIVES 1. To address clients’ concerns about vacation packages and discounts 2. To produce the / / sound and /ow/ sounds correctly 3. To practice speaking using circumflex pattern 4. To ask appropriate (tag) questions to sound more natural -------------------------------------------------------------------------------------------------------------------------------

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PREPARE TO SPEAK A. Dialogue A: CIC Travel, this is _________, do you mind holding for a minute? I’ll be with you right away. B: No. But don’t be long. I don’t have all the time in the world, you know. A: Sorry to have kept you waiting. I was on the other line. How may I help you? B: that was a damn long minute. A: I’m really sorry, sir. What can I do for you? B: I’d like to inquire about vacation packages, 5 nights in Orlando. I’d like a package that includes airfare and hotel accommodations. A: Orlando? Well, we can certainly arrange a wonderful holiday for you, sir, especially if you’re booking early. Will it be for one person on more? B: It’s for 4 actually. My wife, me, and 2 children, 8 and 10 years old. A: So you’d like a double room or two single rooms? B: Just a double room. A: Could I get your name and email address, sir? B: Hang on just a minute. You also provide car rentals don’t you? A: Yes we do, sir would you like to know our rates? B: sure. A: Here are the rated, sir. Compact - $21/day; Mid-size - $23/day, Full-size – $30/day; and Mini-Van - $36/day. Aside from the rental, there’s also 10% surcharge for taxes and fees. B: I’ll take a mini-van. A: How long do you intend to use the car? B: Three days. So how much is the vacation package again? A: %168/ person, but there’s a discount of 20% for the children. B: Roughly, how much would it cost? A: About #714.80, sir. B: That’s rather expensive isn’t it? Let me think about that. I’ll call back. A: Thank you, sir. But let me tell you that the 20% discount for the children is only good until the end of the week. B: I’ll take note of theat. A: Could I have your name and phone number, please? B: It’s Mr. Robertson, 882-1130. A: Thank you, sir. You don’t mind I suppose if I say you and your family deserve a vacation? B: NOT AT ALL. THANKS. A: Thank you for calling IMI Travel. Have a nice day. Bye. B. Pronunciation Instruction: Go over the text again. List down some of the words that represent the / / and / ow / sounds in the text. Then find a pattern to classify them.

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/

/ sound

C. Practice by saying the following: / / saw Bald Bought Call Draw Flaw Fought Hall Lunch Mall Talk Thought Walk War Warm warn

/ow/ sound

/ow/ sow Both Bowl Cold Dough Flow Gross Load Local Note Own Roll Row Though Told Zone

D. Pronunciation Drills 1. Do I get a bonus point on my mileage? 2. Is that product produced locally? 3. Don’t get upset; I think I saw your name on the official list/ 4. You will see a sign in the hallway. 5. Are there malls around the city? 6. The three boxes of documents will be sent in two weeks. 7. Let me show you the time zone. 8. Can you phone me within the week? 9. You will have to comply with the airline rules. 10. Do you have a problem? Why don’t you make a toll free call? E. Intonation Patterns The third kind of intonation pattern is the ‘CIRCUMFLEX.’ This is used in sentences indicating choices. In the first choice, the voice goes up; while in the second choice, the voice goes down. Example:

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Are you taking the economy or business class?

Exercises: Now use the circumflex. 1. Would you like a non-smoking or a smoking area? 2. Would you like some tea or coffee? 3. Is my rented car a Toyota or a Nissan? 4. Did you book me a single or a double room? 5. ARE THE CAR RENTALS EXPENSIVE OR REASONABLE? 6. IS THIS BUS LEAVING AT 10:00 OR 11:00 o’ clock tonight? 7. Do I pay in cash or traveler’s checks? 8. Will you have a dinner in a restaurant or in your room? 9. Will you go on a business or pleasure trip? 10. Have you booked me a ticket or not?

COMMUNICATIVE FUNCTION A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to apologize and offer something. B. Using techniques: Apologizing and Offering Something USE THE FOLLOWING EXPRESSIONS TO APOLOGIZE: “Sorry to have kept you waiting.” “I’m really sorry, sir/ma’am.”

USE THE FOLLOWING EXPRESSIONS TO OFFER SOMETHING: “We can certainly arrange a wonderful holiday for you.” “But let me tell you that the 20% discount for the children is only good until next week.” C. More practice: Can you add to the list? Apologizing

Offering something

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.

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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. It seems I’ve been working on this account _____________. B: you must be feeling _____________. You’ve been doing the same thing all your life, haven’t you? You have the signs. A: what signs? B: what you are going through right now. You’re tired and bored, and probably feeling __________. Those are the signs. Why don’t you take time out of your work and to say, the Caribbean? A: Hmmmnn that sounds like fun doesn’t it? B: if you want to spend a few days in the Caribbean, you can access this website: www.explorecarribean.com and book a _______________. A: that’s exactly ___________________. B: Hey, remember, while you’re on the vacation. I’ll _____________. So you forget your work and just enjoy yourself. And ___________, you’re _________________________. A: you’re sweet. B: it’s okay. Now, _____________ with your plan. A: I’m already _________________ my vacation.

GRAMMAR A. Tag Question Exercise 1: Go over the 2 dialogues in this lesson. Underline the tag questions used. Exercise 2: list down other examples of tag questions. Tag Questions are questions placed at the end of a sentence. Note: We generally use a negative tag question after a positive sentence. “Mary is a call center agent, isn’t she?” Note: We generally use a positive tag question after a negative sentence: “Mary isn’t a call center agent, is she?”

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Tag Question means mean either of these two: 1st : you are not really asking s question; you’re only inviting the listener to agree with you. In this instance, you have to project the voice by going down. “Vincent doesn’t look happy today, does he? 2nd : but if you are really asking the question with this intention. Your voice goes up to get a yes or no answer. “You haven’t met any rude clients today, have you?

B. Exercises: Complete the following sentences by putting the appropriate questions tag. 1. You’re not in a hurry, ________________? 2. Our manager speaks German, ________________? 3. The customer doesn’t need to get this information, ______________? 4. He’s not interested, __________________? 5. Be more cautious, ________________? 6. She hasn’t come back, _____________________? 7. The Director is still out, ___________________? 8. You didn’t book my flight, _______________? 9. You wouldn’t mind telling, ________________? 10. There are more customers now, ________________?

APPLY THE SKILLS A. Simulation 1. You work for Canadian Immigration Consultancy. 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.

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ASSESSMENT Criteria:  Spontaneity  Probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns  Accuracy in the use of tag questions ---------------------------------------------------------------End of Day 4----------------------------------------------

Day 5 Offering product line and making the conversation going OBJECTIVES 1. To meet clients’ needs with utmost care for customer satisfaction 2. To produce the /ae) and /a/ sounds correctly 3. To practice speaking using the different intonation patterns

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4. To ask different kinds of questions to sound more natural in speaking English -------------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK A. Dialogue CSR: Canadian Immigration Consultancy 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 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

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/a/ Sound

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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? 8. How many reward points do I get for this flight? 9. There’s a caravan on Tenth Avenue. 10. Flights have to be canceled because of the war. E. Review Intonation Patterns Check if you still remember hoe three intonation patterns are used by reading the following sentences aloud. Use the appropriate intonation pattern foe each. “You remember the exact dates, don’t you? “I’ll get the tickets for you.” “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?”

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Note:  The first pair of sentences is an example of rising and falling intonation. The first one is a tag question and the second one is a simple statement.  The second pair of sentence is an example of falling intonation pattern. Questions of this kind are answerable by yes or no.  The last pair of sentences is an example of circumflex intonation. They are statements that indicate choices. F. Intonation Pattern Exercises Exercise: Identify the intonation patterns in the following sentences. Write F for falling, C for circumflex, and R for rising intonation on the blank before the number. ____ 1. Take the new PNR train to Bicutan. ____ 2. Haven’t we met before? ____ 3. Let’s go to the counter now, shall we? ____ 4. Do you enjoy skiing or driving? ____ 5. This vacation package is unreasonably expressive. ____ 6. Is your child old enough to travel? ____ 7. You didn’t notice the warning sign at the lobby, did you? ____ 8. Are you taking the cruise with your whole family? ____ 9. Is it economy or business class? ___ 10. Do we get our tickets now? ___ 11. The stewards at PAL 101 are very friendly and accommodating. ___ 12. Would you like coffee or tea? ___ 13. Can we take a bus to the downtown area? ___ 14. Did you get a discount or not? ___ 15. Is that place in New Hampshire or Rhode Island?

COMMUNICATIVE FUNCTIONS A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to confirm and to express gratitude. B. Techniques Use the following expressions to make confirmations: “Would you like that or something else, sir?” “That’s fair enough, isn’t it?” “Let me run through the arrangements, sir.” “Did you get all the details, sir?” “Anything else I can help you with?”

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Use the following expressions to express your gratitude: “You’re such a big help.” “Thank you very much.” “My pleasure, sir/ma’am.” C. More Practice: Can you do the list? Can you add more to letter ‘B’ above? Making confirmations Expressing gratitude

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 in your own words their meaning. Idioms used in ‘Prepare to Speak’

Possible meaning

Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box:

adamant slipped Pay for

surcharge Money back Fr the longest time

Mix up Regular Coming up

A:

Car Rentals, Patrick speaking. How may I help you?

B:

This is Mr. Jackson. I’m afraid there’s been a ____________ and I’d like to clear the matter as soon as possible.

A:

What seems to be the trouble?

B:

A week ago, I rented a small Civic economy car from your airport office, so my son, who was arriving the following day could use it. The agent there told me I

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could have the car at $25 a day, __________ included. When my son returned the car yesterday, the agent was ____________ that he pay $30 plus 50 cents a mile. My son paid the surcharge, but I think that wasn’t fair. I deserve my money back, don’t I? A:

Was he the same agent you talked to?

B:

Probably.

A:

I see. Now I know what the problem is. That time you rented the car was the last day of or mileage discount for economy cars. Charges for cars used the following day reverted to the regular rate.

B:

In that case, your agent should have made it clear to me. I’ve been renting cars from your company ______________, and this is no way to treat a ____________ customer.

A:

Indeed, I’m very sorry about that, Mr. Jackson. You’re right; the agent should’ve informed you. The discount no longer covered cars used the following day.

B:

That must’ve ____________ his mind.

A:

I see no reason why you should ______________ this mistake. Please send me the bill and your receipt of payment, and I’ll see to it that you get your ___________.

B:

that’s very considerate of you, Patrick. Thanks.

A:

Don’t mention it. Customer satisfaction is our main concern. By the way, in case you’re interested, we have mileage discounts for middle-sized and luxury cars _______ next week.

B:

I’ll let you know. Thank you. Bye.

A:

Our pleasure, Mr. Jackson. Bye.

GRAMMAR A. Question Words, Yes/No Questions, Tag Questions Go over the two dialogues in this lesson. Underline the question words, yes/no questions, and tag questions used in the text.

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B. Review Do you still recall how the different kinds of questions are used? Write a short dialogue given the following situations using tag question words, yes/no questions, and/or tag questions. Situation 1: it’s your first day on a call center work and you already encounter an irate client. The client does not have most of the information you have to get from him/her in order to process the request. What kind of questions are you going to ask to get the information? Situation 2: you are on the last day of your training sessions. The trainer encourages all participants to ask questions for clarification or further explanation. What kind of questions are you likely to ask to make sure you are prepared for your job after the training?

APPLY THE SKILLS A. Situation 1. A client calls to enquire about car rentals. On ordinary days, your cars cost $20, $30, $40 for small, medium, and large sizes, respectively. The prices are inclusive of per day insurance, tax, and mileage, except for gas. You also do inclusive weekend arrangements at $29, $39, $49. 2. A client on holiday in Las Vegas calls to hire a car. He’s like a small car for the weekend. He calls your agency to see what you can offer. The total cost, without gas, should be $40. 3. A client makes an urgent call to ask you to sent a car at the airport, which is just a kilometer away from your company. There’s no available small or compact car. You want to clinch the deal so you try to convince her that a medium-sized one would do. What would you say for her to agree with your suggestion?

Discuss in 5 minutes your plan for your personal development and its effect to yourself, company, family, and community/clients. Copy this and submit the result of your assessment to the teacher:

SPEAKING ASSESSMENT FORM Day 3:

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The cruise staff department & Reservations Name of Speaker: ______________________________________________ Name of Assessor: _____________________________________________ Topic: ________________________________________________________ Date: _________________________________________________________

How do you rate yourself? 

Your accent



Your paralinguistic standard – eyes, arm movement, head-sway, pacing.



Your sentences?

Member’s/partner’s impression 

Does the speaker stutter/falter?



Does the speed vary?



How’s the speaker’s accent? Is it rising and falling?



Does the speaker able to finish a sentence naturally?

Grade: NI, Good, Very Good, Excellent

Write your short impression

B. Teacher feedback Criteria:  Spontaneity  Probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds

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 

Correct use of intonation patterns Accuracy in the use of the different kinds of questions

--------------------------------------------------end of Day 5 --------------------------------------------------

Day 6 Conversation warm-up, long-turn, judgment, and opinion making with grammar focus OBJECTIVES 1. To acquire strategies for small talk and fillers for dead air 2. To produce /

/ and /a/ sounds and pronounce words with correct

word stress 3. To master subject-verb agreement rules

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-------------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK Dialogue A: B: A: B: A: B: A: B: A: B: A: B:

A: B: A:

Hi, _________! I heard you’re leaving for the US. Yeah. How’d you know about it? Of course, from the grapevine! It’s still hush-hush until the formal announcement. C’mon tell me. My lips are sealed. Trust me. My Unit Head recommended me for further training at the Head Office in Florida., and I’m going to be away for three months. Lucky for you! What will you be training for? Public Relations. Oh my, isn’t that wonderful?! Congratulations! thanks. I’m quite thrilled, though I can hardly believe that among the short listed, I was chosen. You’re the person for the job and the Board knew that. That’s quit flattering. But, 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. Good it’s still summer there. Most of my clothes will do. Otherwise, packing would be impossible. How can I be of help? Just tell me. So far, everything is falling into place. Thanks, anyway, I have to get going now. My interview for the visa is at three 0’clock this afternoon. Okay, go! Good luck!

A. Pronunciation Directions: Go over the text again. List down some of the words that represent the / / and / a / sounds in the text. Write your answers in the box. /

/ sound

/ a / sound

B. Practice by saying the following aloud:

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/

/

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 Exercises 1. I want to stay calm but I just can’t help getting upset now. 2. In New York are we allowed to wear that kind of attire in the office? 3. Did you notice the sharp curve along Main Street? 4. The children have to go back to School even if the family situation is still rough. 5. What kind of trouble did your foreign get into? 6. I’ve got no knowledge about the increase in registration fee. 7. I have no qualms taking the subway to Jersey. 8. Among the agents, only one has reached an outstanding mark. 9. You just can’t imagine the horror that trip to Long Island brought us! 10. In the East, it’s not enough that you jog every day. D. Word Stress Element of Language Stress 1. Loudness (force or intensity) 2. Pitch (lowness or highness of sound) 3. Duration (the length of the stressed word is greater than the unstressed word)

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Read the following words. Which syllables are stressed? 1. Customs 2. Maintenance 3. Itinerary 4. Coverage 5. Cashier 6. Baggage 7. Southern 8. Transatlantic 9. Mercedes 10. Mileage To better acquaint yourself with word stress or stress, you must learn how to consult the dictionary. Two (2) Kinds of Stresses 1. Primary (‘) stress 2. Secondary (“) stress Some words have a secondary and primary stresses. Example: ‘ “ “ ‘ Circumstance manifestation ‘ “ Consequence

‘ penicillin

“ ‘ Evaluation

“ ‘ registration

“ ‘ Humanitarian

“ ‘ transportation

Compound verbs have a primary stress on the second syllables and a secondary stress on the first. “ ‘ Understand

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‘ outdo

“ ‘ overflow

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E. Exercise in Word Stress 1. For this company to survive, we need innovative marketing strategies. 2. It’s the company’s obligation to overhaul the recruitment process to better screen applicants. 3. As a manager, his reputation as a no non-sense boss precedes him. 4. The classification of the different accounts depends on services rendered to clients. 5. Under what category should we place the complaint? 6. It is obligatory for all employees to get an NBI clearance. 7. Due to unavoidable circumstances, the airport was closed. 8. During the awarding ceremonies, he got a standing ovation. 9. The situation was such that he had no choice but to leave. 10. His associate nominated him for the position.

COMMUNICATIVE FUNCTIONS A. Exercises: Practice the dialogue in ‘Prepare to Speak’ with a partner. Pay attention to the common expressions used to engage in small talks. B. Techniques/Strategies It’s still hush-hush until… My lips are sealed. Lucky for you! Isn’t that wonderful? I’m quit thrilled. That’s quit flattering. I have to get going now. What do you think is the usual topic of small talks based on the expressions on the above list? C. Discuss Briefly: /small Talks vs. Business/Formal Talk What do you think is the basic difference between the two? D. More Practice: Can you add to the list? Common Expressions in small talk

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Equivalent Expressions in Business Talk

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E. 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: Fill me in Dead air Edgy Keep me on my toes

No doubt about that

Acting up

Get back

Moment of silence

A:

Hi, ____! Nice to see you. Have a seat and ______________ on your latest job experience.

B:

I like that. We recently had a workshop on avoiding _____________ while calling calls. The next day the language coordinator checked our conversation with clients.

A:

didn’t that make you __________________?

B:

Not really, just _________________.

A:

Good to hear that.

B:

There was this client who lost her flight schedule and connecting flight itinerary.

A:

that’s fairly easy to handle.

B:

______________, but my computer gave me trouble.

A:

what did you do?

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B:

A: B:

Well, I kept talking to her, not even a ________________. I told her I was retrieving the information but my computer was ____________. It would probably take five minutes or so to pull up the information. I guess I sounded sincere she said she didn’t mind waiting. I said thank you and told her the computer was already running the data, and I was scrolling down to M to get her name, and I was very close. You see a damn second of waiting could mean a minute. So I kept talking to her and kept her informed about what was happening, and before we knew it the information flashed on the screen. that was a good job. Congratulations. Well, I studied the expressions and practices saying them in front of the mirror. After all, I wanted to impress the Coordinator (laughs).

GRAMMAR A. Subject-Verb Agreement or SVA (Part 1: Rules 1-6) RULE 1: A singular subject requires a singular verb; a phrase subject requires a plural verb. Example: Ella takes the bus to work. Ella and John take the bus to work.

RULE 2: Titles of books, movies, etc., 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. RULE 3: Amounts, distances, measurements, always require a singular verb. Example: Fifteen miles is the distance between Xanadu and Island Paradise. Seventy dollars is the car rental fee. RULE 4: When both positive and negative subjects are in the same sentence, the verb should take after the positive subject. Example: The trainers, not the participants, are responsible for the materials. RULE 5: Intervening words such as, “together with, as well as, along with, including,”

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etc., do not affect the verb Example: The training manager, as well as the team leaders, has submitted the monthly report. RULE 6: The word “and” when referring to the same subject, requires a singular verb; “and” requires a plural verb when referring to different subjects. Example: An old friend and my boss are at the same unit. Exercise: Underline the correct form of verb 1. Customer Service Representatives (gains, gain) meaningful experiences in dealing with different kinds of people. 2. The coordinator, as well as her subordinate, (was, were) on her way to the main office when the Manager came. 3. That $5000 profit last week (is, are) the highest so far. 4. “Pirates of the Caribbean” (has, have) been surprisingly popular among the young movie viewers. 5. I think “Romeo and Juliet” (is, are) not really about love. 6. When we travel, my mom and dad usually (pays, pay) in cash. 7. (is, are) five kilometers long? 8. The three customers, not the agent, (was, were) the ones who complained. 9. My friend and manager (wants, want) me to come along. 10. The agent and the team leader finally (breaks, break) their silence.

APPLY THE SKILLS Discuss in 5 minutes your plan for your personal development and its effect to yourself, company, family, and community/clients. Copy this and submit the result of your assessment to the teacher:

SPEAKING ASSESSMENT FORM Day 3: The cruise staff department & Reservations Name of Speaker: ______________________________________________ Name of Assessor: _____________________________________________ Topic: ________________________________________________________ Date: _________________________________________________________

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How do you rate yourself? 

Your accent



Your paralinguistic standard – eyes, arm movement, head-sway, pacing.



Your sentences?

Member’s/partner’s impression 

Does the speaker stutter/falter?



Does the speed vary?



How’s the speaker’s accent? Is it rising and falling?



Does the speaker able to finish a sentence naturally?

Grade: NI, Good, Very Good, Excellent

Write your short impression

A. Simulation: Prepare a 3-minute role-play on the following situations. 1. A client asks about discounts at 3 hotels of her choice in San Francisco. She wants to know the packages that suit her specifications. Your computer is very slow at retrieving the information, how will you fill in dead air so the client will not get impatient? 2. While you are pulling the information regarding a confirmation of flight schedule, hotel booking and car rental of your client from Arizona, the computer snags. Try small talk so the client will not mind waiting. 3. The information on connecting flights from North Carolina to Hawaii that the client wants is taking time as your system is slow. You try small talk as well as fillers to keep your client occupied while waiting. B. Fishbowl Approach The class will be divided into two or three groups depending the size of your class. One group will observe the performers and take note of their strengths and weaknesses. Each observer will have a partner to observe. Then after the performance, the observers will critique the partner’s strengths and weaknesses according to the criteria set. Afterwards, the groups will shift roles.

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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

Day 7 Making suggestions with accent focus OBJECTIVES 1. To practice expressions in making suggestions 2. To produce / u / and / uw / sounds and correct word stress 3. To master subject-verb-agreement (SVA) -------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK 49

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A. Dialogue A: Good morning, Mr. Robertson. International Jobs Travel on the line. Sir, you rang us up a few days ago about a vacation package you were planning to spend in Orlando. Have you made a booking yet? B: No, um…I haven’t done anything yet. I was about to phone you, in fact. A: that’s a coincidence. Let’s see now. You were inquiring about 5 nights in Orlando and car rentals, weren’t you? B: Yes. Nut I had to think about it because it was bit over my budget. A: That’s why I called, sir. IMI Travel has come up with special last minute packages. Why don’t you consider our offer? I’m sure you’ll find one that’s easy on your pocket. Here are our packages. Orlando, 5 nights, includes hotel accommodations, airfare, car service Option A: $188 with 10% discount for the first 20 bookings in 2 weeks Option B: $220 with 15% discount for the next 20 bookings in 4 weeks Option /c: $250 with 10% discount for the last 10 bookings in 5 weeks If I make suggestion, I’d recommend package A. all it requires is that you book for 2 weeks in advance. It’s very easy to pay because we accept credit cards. Would this be fine with you? B: A: B:

Sounds all right. Book me then. Thank you, sir. Anything else? Nothing more. Thanks.

B. Pronunciation Directions: go over the text again. List down some of the words that represent the / u / and / uw / sounds in the text. Write your answers in the box. / u / sound / uw / sound

C. Practice by saying the following aloud: /u/ Book Cook Foot Full Good

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/ uw / Booth Cruise Fool Group Lose

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Hood Push Put Should Stood Would your

Proof Prove Route Rude Rule Truth whose

D. Pronunciation Exercises 1. My last cruise to the Caribbean was full of welcome surprises! 2. Would you mind following even just the basic rules? 3. To avoid losing your baggage, make sure you put them all at the counter. 4. Which route do your clients prefer? 5. Did you visit the Bookish Boot in Lake City? I think it’s really good. 6. How many groups of Europeans are there in your neighborhood? 7. You have to present any proof of purchase to get your prize. 8. Some agents really have to push their customers to the limit just to get the truth from them. 9. Isn’t it rude to bring our own cooked food to the party? 10. I can’t leave tomorrow night because of my hurt foot; so I will have to rebook my flight.

E. Word Stress

Rules These are some of the generalizations about stress in certain groups of words: 1. Most words with two syllables are stressed on the first syllable. airline Client duty baggage details eastern Booking dollars later business double local

Penny Prepaid transfer western

2. Intensive-reflexive pronouns are stressed on the word self or selves yourself herself ourselves myself himself themselves

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3. Numbers in –teen receive the stress on the word –teen to distinguish it clearly from numbers in –ty. Seventeen-seventy Eighteen-eighty Fifteen-fifty Thirteen-thirty

4. Words ending in –ical, -ion, -sion, -ic and –ity always have their primary stress on the syllable before the ending. Cancellation Confirmation economic Equality exclusivity Historic Regularity satisfaction

5. Generally, when a suffix is added to a word, the new form retains the stress on the same syllable as the original. Dutiful Guidance Trainable Doable happiness assignment

6. Words which show a shift in use as either a verb or noun differ in stress. NOUN VEERB NOUN VERB object object Subject Subject present present conduct Conduct permit permit contrast Contrast record record address Address progress progress rebel rebel 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.

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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? 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

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Possible meaning

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Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box Dead air Get back to

A: B: A: B:

A: B: A: B:

A: B:

A: B:

A: B:

Throws back How can I put it?

Is in for May sound like a dumb question

Marionette….uhmm… _____________. Yes, are you saying something? I was wondering if you could help 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 hurry locating the information he wants. For example, you say, “Nice place to spend the weekend” and he answers “Oh yeah” and keeps quiet. How do I fill in _______________? Sound sincere in saying 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 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)

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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. 2. Despite his annoying habit, no one in the department (have) ___________ called his attention. 3. The number of applicants (expect) ____________ to get the 50% discount from last week’s promo. 4. Several issues (have) ____________ been raised at the meeting. 5. Not one of these choices (be) __________ promising. 6. For the past weeks now, neither my customers nor my team leader (have) ________ complained. 7. I am pretty sure! Both (be) __________ getting Vacation Package B. 8. A number of flights (have) _______________ been canceled. 9. Each of the participants (get) _____________ a package tour to Rhode Island. 10. Either the consultant or the clients (be) ____________ making it difficult for the company.

APPLY THE SKILLS 55

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A. Simulation: Prepare a 3-minute role-play on the following situations. 1. A client asks about several vacation packages for a family of 5 in the East Coast. Give him the best options so you can close the deal right away. 2. A client wants to book for a two-week honeymoon in New Mexico. He has a limited budget. Offer several packages that are within his budget do he’ll be able to pick the one that he thinks is the best choice. 3. A couple wants a mountain hideaway for a week. Give the caller 5 choices in the West Coast. See to it that they book their choice before the call ends. B. Fishbowl Approach The class will be divided into two groups. One group will observe the performers and take note of their strengths and weaknesses. Each observer will have a partner to observe. Then after the performance, the observer will critique the partner’s strengths and weakness according to the criteria set. Afterwards, the groups will shift roles. Criteria:  Spontaneity probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns  Accuracy in making the subject agree with its verb ----------------------------------------------End of Day 7 ---------------------------------------------------------------

Day 8 Giving assistance and instructions OBJECTIVES 1. To practice more expressions in giving assistance or instructions 2. To practice / p / and / f / sounds 3. To practice proper sentence stress to show emphasis 4. To master subject-verb agreement rules -------------------------------------------------------------------------------------------------------------------------

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PREPARE TO SPEAK A. Dialogue CSR: United Airlines. This is ______. How may I help you? CLNT: Yeah. I need to get the fastest ride from the Chicago Airport to John Hancock Center. CSR: May I get your name, Ma’am? CLNT: This is Vida Ritchie. CSR: What time are you arriving at the airport? CLNT: About9:30AM. But I have to get to Hancock Center before 10:30. CSR: all right, Ma’am. The fastest way to get there is through the Express Train on NorthEast Line. CLNT: where do I take that? CSR: you’ve got to exit through Gate A and walk about 20 meters to the waiting lounge. There you’ll see a number of slot machines. Look for slot machine E to get your single journey ticket to Hancock Station. The center is a 5 minute walk from the station. CLNT: Hold it! How long is it from the airport? CSR: It’ll only take you 15-20 minutes. CLNT: Uh-uh. I’ll take that. You’re a big help. Thanks. CSR: My pleasure, Ma’am. Hope you enjoy your trip. B. Pronunciation Directions: Go over the text again. List down some of the words that represent the / p / and / f / sounds in the text. Write your answers in the box.

/ p / Sounds

/ f / sound

C. Practice by saying the following: /p/ Appeal Beep Cop Deepen

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/f/ Affair Beef Cough Deafen

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Lap Leap Open Pace Pact Pain Pair Pin Pony put

Fact Fair Feign Fin Foot Laugh Leaf Often Phase phone

D. Pronunciation Exercises 1. Most customers are not willing to get the latest pair of Fairmount shoes without the 50% discount. 2. I need to get a phone call to Pony Island. 3. The Team Leader couldn’t help but laugh when she saw my wild pink laptop. 4. Do you think we can make it to the next phase in the training considering our pace? 5. Everyone has to wear the blue pin to see the dolphin show. 6. One of the cops could not accompany the customer to the hospital because of his severe cough. 7. The Manager has expressed the need of the company is beef up its shares. 8. While on the Cinetrain, please don’t forget to put your feet under your shoes. 9. I’d definitely go to the fanfare on Friday. 10. More than fifty guests expressed their desire to be at the evening affair tomorrow. 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. Content Words 1. 2. 3. 4. 5. 6.

Nouns Verbs Adjectives Adverbs Demonstratives Interrogatives

Function Words 1. 2. 3. 4.

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Articles Prepositions Personal Pronouns Possessive adjectives Miranda and Associates Language Management Services

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5. 6. 7. 8.

Relative pronouns Common conjunctions: and, but, yet, so The word ONE when used as pronoun Auxiliary Verbs and Linking Verbs

However, when these are used at the end of the sentence, they are stressed. Example: A: This is wrong. B: It is correct. I know it is. And when they are used in tag questions: Example: You did not make a reservation, did you? You are taking a holiday, aren’t you?

F. Exercise in Sentence Stress Read the following short dialogues. Take note of the sentence stress A: Hey, did you say you are quitting? B: I did. Why? What’s wrong with quitting? A: Only cowards are quitters. B: Only fools don’t change their minds. A: You’re a fool, aren’t you? B: You’re a coward, quitter!

COMMUNICATIVE FUNCTIONS A. Exercise: Practice the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to respond to a customer who asks for assistance. Observe the proper way of giving instructions. B. Techniques: 



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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.” Use the following expressions to give instructions: Miranda and Associates Language Management Services

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“You’ve to exit through…” “Walk about _________________ meters…” “Look for…” C. More practice: Can you add to the list? Responding to a customer asking for assistance

Giving instructions

D. Vocabulary and Idioms Exercise 1: go over the dialogue box 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. hurdles On me Run into All ears Got down to business Went to that length A: Hey, good to see you, Brooke! How have you been?

shrugged Baptism of fire

B:

Same here, Marionette. Well, I’m okay. Talking of mental telepathy, I was wishing I’d ____________ you today.

A:

Really? Me, too. You see, last time I wanted to talk more about fillers and dead air but time was short.

B:

A:

it’s all right. I’m relieved I didn’t have my _______________ the first time I was on board. I guess I did finally fairly well because I was able to deal with the clients without any hassle. Congratulations. You __________ the acid test.

B:

I wouldn’t have made it without your help.

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A:

What would you like to order?

B:

No, order what you want. It’s ____________.

A:

There are still some things I’d like to discuss with you – some realizations while I was taking calls.

B:

I’m __________. Tell me.

A: I realized that client-call agent communication was easy because I was relaxed and I was myself. I also listened carefully for information that could keep the conversation going. Guess what, I was conversant on small talk topics because I spent lots of time reading and watching American sitcoms to get myself accustomed to the accent. B:

You ____________? You’re marvelous!

A:

If the client didn’t respond to my question, I didn’t take it personally, so I didn’t feel bad. I just ____________ my shoulders and ___________. I was friendly, and accommodating.

B:

I bet the next time you go on board, you’re a veteran.

A:

Not really, but more confident.

B:

Give me five.

GRAMMAR SUBJECT-VERB AGREEMENT (Part 3: Rules 11-14) RULE 11: Mass nouns like “water, air, wind, fire, space” require a singular verb. Example: Wind blows stronger in Midwest. Space is maximized in an airplane. RULE 12: Collective nouns like “family, army, orchestra, crow, audience, herd, flock, team, convoy, staff” require a singular verb if they are taken a whole or collectively, and plural when the individual members are thought of as acting separately. Example: My family is leaving for Tallahassee next month. My family are going on their separate ways to explore the place. RULE 13: Some common and proper nouns ending in –s including –ics are singular and take a singular verb. Example: No news is good news.

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This series of exhibits is fascinating. RULE 14: Nouns occurring in sets of 2 take the singular form when the word pair is present, but they take the plural form when the pair is absent regardless of whether one pair or more is being referred to. Example: A pair of leather shoes is what I need to get on this trip. My only black leather shoes are old now. Exercise 1. A: What (does, do) your family plan to do this summer? B: My parents (plan, plans) to go to Florida. 2. A: What kind of news (is, are) that? B: I know it’s terrible! I think the information (has, have) been tampered with. 3. A: How much (is, are) a pair of Gucci sunglasses nowadays. B: It’s rather expensive now. Why (doesn’t, don’t) you wait till the sale season? 4. A: Why (does, do) everybody seem agitated? B: I think some space (is, are) what we all need right now. 5. A: Why (is, are) the audience complaining? B: Well, the whole team (hasn’t, haven’t) arrived yet.

APPLY THE SKILLS A. Simulation: Prepare a 3-minute role play on the following situations: 1. A client is arriving at the airport one and a half hours before his scheduled lecture in a university. 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. Give him the shortest route or ride to the university. 2. A client from Philadelphia lost his plane ticket and asks how he could get a new one. The ticket is part of his 3-night vacation package I Holiday Inn South Beach Resort in Miami. 3. A client wants to book for three nights at the Miyako Hotel Los Angeles. He is asking foe several packages. Suggest the best option. Once he decides to book, ask if he could guarantee his reservation with a credit card.

B. Fishbowl Approach The class will be divided into two groups. One group will observe the performers and take note of their strengths and weaknesses. Each observer will have a partner to

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observe. Then after the performance, the observers will critique the partner’s strengths and weaknesses according to the criteria set. Afterwards, the groups will shift roles. Criteria:  Spontaneity probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns  Accuracy in making the subject agree with its verb ----------------------------------------------End of Day 8 ---------------------------------------------------------------

Day 9 Giving Assistance and handling queries with accent and grammar focus OBJECTIVES 1. To use expressions in giving assistance and handling direct flights. 2. To practice / b / and / v / sounds 3. To emphasize a particular idea within a sentence using proper intonation and stress

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4. To master subject-verb agreement rules -------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK A. Dialogue – Direct Flights CSR: Maple Airline. This is Jane. Can I help you? CLNT: yes, please. Do you have a direct flight from Seattle to Memphis? CSR: Let me check that for you, sir. Do you mind giving me a moment? CLNT: Not at all. CSR: when are you leaving, sir? CLNT: On the 18th of this month. CSR: we have one direct flight on that day, sir. What time are you leaving? CLNT: is that flight available in the morning? I plan to leave around eight. CSR: Oh, I’m sorry, sir, but it’s not. Our only direct flight is the last flight for the day, which is at eleven twenty in the evening. CLNT: I see. Oh well, I think I’ll have to check with another airline then. Thanks for your help anyway. CSR: You’re welcome.

B. Pronunciation Directions: Go over the text again. List down some of the words that represent the / b / and / v / sounds in the text. Write your answers in the box. / b / Sounds

/ v / sound

C. Practice by saying the following: /b/ Ban Bane Beer Best Bet Biking Boys robe

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/ fv/ Rove Vain Van Veer Vest Vet Viking voice

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D. Pronunciation Exercises 1. I bet your vet is better than mine. 2. Don’t veer away from the conversation. You must explain why you have to take beer every morning. 3. I believe my vanity is a bane rather than a boon. 4. My mom used to tell me how she met an interesting Viking while biking the village. 5. The members of the San Diego Boy’s Choir got the most angelic voices I have ever heard. 6. In Vienna, huge vans are banned on weekends. 7. Do you happen to know where to get the best piece of vest? 8. I would like to spend my next vacation close to a bay up north. 9. Did you see the beautiful vivacious customer we had last week? 10. A V-neck would be best for your body type.

E. Intonation and Stress In normal speech, intonation is not only made at the end of the sentence, but also within the sentence. This is called now d]final intonation. 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. This generally happens in sentences showing comparisons and contrasts, in compound sentences showing comparisons and contrasts, in compound sentences, and in complex sentences. Examples: 1. Comparisons Using a mobile phone is more convenient than using a landline. In comparisons and contrasts, the idea compared or contradicted requires a rise in pitch (the musical tone with which we pronounce the stressed syllable) to show emphasis. 2. Compound sentences The first sentence ends with a rising-falling pattern. The second unit observes the rule of the final intonation.

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“Let’s take the package tour; it’s cheap.” 3. Complex sentence: Conditionals “If you book now, you’ll get a 30% rebate.” F. Exercise in Intonation and Stress 1. Each class takes five hours, and there are five classes a week. 2. The client wants to rebook her flight, but she refuses to pay extra charge. 3. Are you going to Denver or Aspen? 4. Has the client agreed to pay the penalty charge or not? 5. Is your flight tonight or tomorrow? 6. Will you meet your friend or do you prefer to go home? 7. Lisa speaks more fluently than I do. 8. Karen can type faster than Ana. 9. It’s more economical to hire a local than an expert. 10. I’ll book the room, but please hold it until 11 tonight.

COMMUNICATIVE FUNCTIONS A. Exercises: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to give assistance to client’s inquiries. B. Techniques: use the following expressions to give assistance to client’s inquiries. “Let me check that…” “When are you leaving, sir?” “Oh, I’m sorry, sir, but it’s not.”

C. More practice: Can you add to the list? Giving assistance to Client’s inquiries

D. Vocabulary and Idioms

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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: Tricks of the table Pretty occupied Better said than done

Put a premium on The ins and outs Wrap up

A:

Excuse me, have we met before?

B:

you look familiar

A:

May I join you?

B:

Sure, why not?

A:

You seem __________. By the way, I’m Mike.

B:

Pleased to meet you, Mike. I’m ____________.

A:

Nice name for a pretty lady, huh?

B:

Thank you. If you’ll excuse me, I want to finish my notes.

A:

Notes? Oh, sorry. Go on with what you’re doing.

B:

I’m learning the ________________.

A:

Huh, what do you mean?

B:

I just came out of a workshop on Customer Service.

A:

Now I remember \, we met during the orientation. You’re from the Travel Account.

B:

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You were saying a while ago, you were learning…

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B:

The tricks of the trade ________________ of being a Customer Service Representative.

A:

You know American clients __________ efficiency. Actually, I’m listing down some important points to remember.

B:

Good, I saw you. I need that, too.

A:

OK, efficiency means giving your clients the accurate information they need at the shortest possible time possible. It’s assuring that while they’re waiting, we’re processing data. It’s not leaving a moment of idle silence. This is where SMALL TALK of FILLERS come in. once the information is ready, we __________ our SMALL TALK and FILLERS and lead the client to the information at hand.

B:

Always ____________.

A:

Yeah, that’s why we have to work on it.

GRAMMAR Subject-Verb Agreement (Part 4: Rules 15-20) RULE 15: Fractions and percentages take the singular form when they modify a mass noun and the plural form when they modify a plural noun; either the singular or the plural may be used when they modify a collective noun. Example: Mass – Fifty percent of the clients are satisfied with our services. Plural- Two thirds of the clients are satisfied with our services. Collective- Ninety percent of the population (is/are) Christians. RULE 16: Confusion with “majority” and “minority” – they have three related but slightly different meanings A. An abstract or generic meaning that refers to superiority of numbers, the reference can be human/non-human, but the number is always singular. Example: The great majority is in favor of the 30% percent discount.

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B. A specific meaning where one or two or more sets has a numerical plurality (majority) or numerical inferiority (minority), the examples make references to political parties, and grammatically these are the collectives and can be either singular or plural. Example: The majority was/were determined to get a refund of its/their advance payment C. A specific meaning where most (majority) or less than half (minority) of an explicit set of persons is being referred to, the S-V agreement is always plural. Example: A majority of the agents are promoted every year. The majority of Democrats are opposed to that additional official holiday. RULE 17: The use of “none, all, each, every”. “None” means “not one”, and when none refers to a mass noun, the inflection is singular. Example: None of the information is accurate. But when “none” refers to a plural noun either singular or plural inflection may be used. Example: None of the customers (like/likes) the agent. None of those production managers (was/were) informed. If the noun that “all” modifies is a mass noun. Subject, then S-V agreement is singular. Example: All (of the water) in the Midland is still crystal blue. If “all” modifies a countable plural subject noun, S-V agreement is plural. Example: All (of the) customers are satisfied. “Each” or “Every (one)” – when the quantified subject noun is singular, the S-V agreement is always singular. Example: Every participant was given a handbook. Even with these examples Example: Each of the examples was relevant. Everyone of these athletes gets a reward from the President

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RULE 18: Proximity rule Example: There is a manager and two team leaders in the conference room. There are two team leaders and a manager in the conference room. RULE 19: Relative – clause antecedents Example: Leah is one of the few employees who have been in the company for more than ten years. She is one of the best agents that have ever worked to this company. I am one of the team leaders who manage a group of more than thirty agents in this company. RULE 20: When a clause functions as a subject, the S-V agreement is singular regardless of any plural noun phrases that occur as part of the subject clause or the verb phrase. Example: That the agents clamor for a salary increase doesn’t surprise me. What customers want is a more affordable package tour.

Exercise: 1. Only twenty five percent of the package (has, have) been paid. 2. Why (doesn’t don’t) the agents get the information from their Team Leaders? 3. How much of the company population (is, are) coming? 4. Only a majority of agents (has/have) submitted their monthly report. 5. None of the news about the cancellation of flights (is, are) true. 6. I guess there (has, have) been a mistake in the memo I received yesterday. 7. At the computer station (is, are) the files the manager has been looking for. 8. Every customer in this company (is, are) our priority. 9. Roger is one of the trainers who (comes, come) really prepared.

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10. What the company offers the clients (is, are) a 20% off on selected items.

APPLY THE SKILLS A. Simulation: Prepare a 3-minute role-play on the following situations: 1. A client calls about direct flights from Honolulu to France. She wants to know what’s available. Include air fare rates. 2. A client wants to know about direct flights from Los Angeles to Florida. She is also asking about discounts. 3. A client is asking about the schedule of direct flights from Chicago to London. She is asking if the ticket is refundable in case she books two weeks earlier then the departure date. B. Fishbowl Approach The class will be divided into two groups. One group will observe the performers and take note of their strengths and weaknesses. Each observer will have a partner to observe. Then after the performance, the observers will critique the partners’ strengths and weaknesses according to the criteria set. Afterwards, the groups will shift roles.

ASSESSMENT  Spontaneity probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns  Accuracy in making the subject agree with its verb ----------------------------------------------End of Day 8 ------------------------------------------------------

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Day 10 Giving Special Offers with accent and grammar focus OBJECTIVES 1. To practice expressions in giving special offers and discounts 2. To produce / p / and / b / sounds 3. To review correct word stress, sentence stress, and intonation patterns 4. To review subject-verb agreement (SVA) rules -------------------------------------------------------------------------------------------------------------------------

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PREPARE TO SPEAK A. Dialogue – Booking Cruise CLNT: Agent: you? CLNT: Agent: CLNT: Agent: CLNT: Agent: CLNT: Agent: CLNT: Agent: CLNT: Agent:

1-800-672-7485 Canadian Immigration Services. Good morning. This is ______. How may I help I’d like to book for a four-day cruise to the Caribbean. Is it the Royal Caribbean or the Celebrity Cruise? Royal Caribbean. That’s very timely for our discount offers. Could you tell me about that? Yes, of course. If you book any Royal or Celebrity Cruise in the next two more weeks, you’ll receive a free hotel vacation, which includes 3 days and 2 nights. Sounds good, huh? Book me then. Ma’am, to qualify the package cruise, you have to get the $2000/cabin or greater and should be paid in full with a Mastercard in the next three days. Uh-uh. Can that be for two? I want to take along my husband? Definitely, ma’am. That’s settled. Thank you for calling. Enjoy your cruise.

B. Pronunciation Directions: Go over the text again. List down some of the words that represent the / p / and / b / sounds in the text. Write your answers in the box. /p/ /b/

C. Practice by saying the following words aloud /p/ Pin Pad Tap Lapel Repay Pill Repel Cup Lap Stop

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/b/ Bin Bad Tab Label Rebate Bill Rebel Cub Lab Stab

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Top Pack pest

Tub Back best

D. Pronunciation Exercises 1. Let’s stop by the lab before going home today, shall we? 2. Our manager stays at the most expensive pad in the city. 3. My parents came back from Europe with a huge pack of chocolates. 4. How much was your bill for that cup of coffee? 5. The customer has requested to us to provide a bin for green tea. 6. My customer is the famous producer of the best pesticide in the country. 7. How much did the company pay for your rebate? 8. The grand opening for the tour of Big Ben is set on Friday. 9. The agents have to ask the customers to stop collecting too many stubs for free meal. 10. The Team Leaders asked the agents to label the top of their desks for identification.

E. Review : Word Stress, Sentence Stress and Intonation Mother:

Are you calling in sick today?

Daughter:

Yes.

Mother:

Will you call your boss yourself, or I’ll do it for you?

Daughter:

Thanks, Ma. But it’s better if I do it myself.

Mother:

I think so, too. Better call now, and then stay in bed. An ounce of prevention is better than a pound of cure.

Daughter:

This is nothing serious. You don’t have to worry too much, mom.

Mother:

Ok, just stay in bed.

COMMUNICATIVE FUNCTIONS A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to offer a product or service to the client.

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B. 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, to qualify and get the package, you have to be…” “This should be paid in/through…” C. More practice: Can you add to the list? Expressions used to offer a product or service to the client

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: nosy Get used to sparingly

Breathing space profitable Summing up

A:

Hey, Marionette! Our __________. Still busy?

B:

Hi, Mike. Yeah, this is the last day of our workshop.

A:

You can have some __________ now.

Too absorbed in Paths crossed again Graveyard shift

Only to some extent, because starting next week, I’ll be on the ____. B:

You’ll ______________ it, just as I did.

A:

Yeah, you’re right.

B:

What are writing? When I saw you, you were ________ whatever you’re doing.

A:

I’m __________ the main points of the workshop.

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B:

And what is it this time?

A:

You’re kind of __________, huh? Just kidding.

B:

Not really, just interested.

A:

Ways to avoid misunderstanding. First is to restart what the client said. Another is to ask for a repetition if you didn’t catch what he meant. This should be done _______ though because it might give the client the impression that you weren’t attentive. Next is to ask for more information. Then, you can have a combination of the first three. Lastly, check if the client has nothing else left to say.

B:

You definitely remember well, huh? This has been _____________ day for me. See you around.

A:

Bye. Till next time.

GRAMMAR Exercise 1: Subject-verb agreement (Review: Rules 1-20) Check if you still remember the SVA rules. Read the dialogue below and encircle the correct form of the verb in the sentence. A: B: A: B: A:

B:

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Canadian Immigration Services. Good morning. This is ___________. How may I help you? I am looking for a very affordable vacation package to Hawaii. Do you have anything between $300-$500 right now? There (1. is, are) three different packages at the moment, ma’am. Would you like me to go over them for you? Sure. Our cheapest package is the $330 inclusive of airfare, economy, hotel accommodations, 1 room, double occupancy, and breakfast. This package (2. is, are) for 3 days and 2 nights. That sounds good! But I’d like to hear the rest.

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A:

B: A:

B: A:

B: A:

B: A: B: A:

Ma’am, we also have a $400 package which is also for 3 days and 3 nights. This (3. includes, include) airfare, economy, hotel accommodations, one room for double occupancy, with breakfast, lunch and dinner. Uh-huh. How about the last one? The third one (4. costs, cost) $500 for 4 days and 3 nights, including airfare, economy, hotel accommodations, single for double occupancy and transportation services. Which one (5. Sounds, sound) reasonable for you? Well, I find it tough to decide now. Do you have any suggestions? Actually, majority of our customers (6. gets, get) the $500 package with transportation services because in Hawaii, getting a transportation service (7. is, are) rather expensive. Is that so? Until when is this promo effective? I think I still have to talk to my husband about it. The packages (8. Is, are) only good until next week, and then I have to tell you that this $500 package (9. has, have) only 3 more slots to go. So I really cannot assure you that this will still be available when you call. That’s ok. But I’m also in a tight budget now. Ok, ma’am our company (10. is, are) always here to help you. Call us back anytime. We’ll be happy to serve you again. Thank you very much. I’ll definitely call back. Thank you for calling Travel Links. Have a nice day. Bye.

APPLY THE SKILLS A. Simulation: Prepare a 3-minute role-play on the following situations. 1. A couple calls asking about a four-day cruise to the Bahamas in summer. Give them three different rates from three shipping lines. 2. A man inquires about a Thanksgiving cruise in New Orleans. Give him discounted rates. 3. A would-be-husband would like to book a two-week honeymoon cruise to the Caribbean. He can afford to spend extravagantly so give him the best package and discuss terms of payment by VISA/MasterCard. B. Fishbowl Approach The class will be divided into two groups. One group will observe the performers and take note of their strengths and weaknesses. Each observer will have a partner to

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observe. Then after the performance, the observers will critique the partners’ strengths and weaknesses according to the criteria set. Afterwards, the groups will shift roles.

ASSESSMENT  Spontaneity  Probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns  Accuracy in making the subject agree with its verb ----------------------------------------------End of Day 10 ----------------------------------------------------

Day 11 Giving Options/Verb Tenses OBJECTIVES 1. To practice expressions in giving options 2. To produce the / k / and / g / consonant sounds 3. To improve one’s rhythm of speech through proper phrasing 4. To review the different forms and functions of verb tenses -------------------------------------------------------------------------------------------------------------------------

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PREPARE TO SPEAK A. Dialogue A: Thank you for calling CIC TRavel . This is Kenneth. May I help you? B:

I need a direct flight to Houston. What do you have available?

A:

I’m checking to see what’s available…Okay, I found one on Cargo Air for $417, direct flight.

B:

No, way! That’s unreasonable. Give me some other options.

A:

Okay, sir. I’ll check with other airlines. Would you mind holding?

B:

Good. I don’t mind waiting.

A:

There are three other flights from San Francisco to Houston. Please take note of these flights and the rates: Continental Airlines: 1. Depart 12:33PM Arrive 6:06PM

Direct Flight: $346 San Francisco, CA Houston, TX

2. Depart 6:30AM Arrive 12:14PM

San Francisco, CA Houston, TX

United Airlines: 3. Depart 11:16AM Arrive 5:06PM

Direct Flight: $346 San Francisco, CA Houston, TX

B:

The price is the same. I’ll take the United Airlines and book me on this flight.

A:

I’ll do that. Sir, let me give you s brief rundown of your flight schedule. You’re asking United Airlines leaving San Francisco at 11:15AM and arriving Houston at 5:05PM. Airfare is $346.

B:

Thank you. Can I pay cash at the airport?

A:

Yes, you may, but please confirm your flight and pay at least a day before departure. Anything else, sir?

B:

That’s all. Thank you.

A:

You’re welcome. Happy trip, sir.

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B. Pronunciation Directions: Go over the text again. List down some of the words that represent critical sound in the text. Write your answers in the box. /k/ /g/

C. Practice Producing the following: /k/ Akin Carry Coin Keep Kind Leak Maker Rock Seek Take

/g/ Against Ago Beg Begin Eager Gain Gold Good Gun mug

D. Pronunciation Exercises 1. I’m hoping nobody here is against gun ban. 2. There were really good packages offered last month. 3. Our tourist guide was very kind and eager. 4. Should our policy makers be lawyers? 5. Always remind the clients to keep their valuables in a safe place. 6. I bought you a Parisienne souvenir mug. 7. What do you actually gain from travelling? 8. The new batch of agents is going to begin receiving official calls next week. 9. Do you mind carrying my luggage to the counter? 10. Please encourage your customers to take the evening flights this week. E. Phrasing (Making Pauses and Stops) Phrasing: The rhythm of speech can be improved through proper phrasing or dividing the words according to related thought units. The following selection is marked with a single bar like this (/) and double bars like this (//) to indicate pauses. The single bar (/) is a

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brief pause to group together related ideas and the double bar (//) is a longer pause marking the end of the thought unit. At this point, you can breathe before you proceed to the next line. Practice reading. Observe correct phrasing: Each language / has its own music / with characteristic cadence / rhythm / and inflection // and if an adult is to learn to speak a new language correctly / he must give full value to these peculiar qualities. // It is as if he were learning to play / a new musical instrument. // English is a formidable language / filled with tongue twisting combinations of vowels and consonants / that may be pronounced quite differently / as they occur in various words / that look alike. // Foreigners / well educated in their own language / and sensitive to its beauty and grace, / have a natural desire to speak the language of their adopted country / not only with grammatical correctness and precision / but also with proper pronunciation, / accent and intonation. // Others not so well educated / need to know how to speak clearly / for their own protection and comfort. // Too often / embarrassing mistakes in pronunciation / result in unfortunate misunderstanding and setbacks. It is almost impossible / to acquire this skills from books alone. // it is difficult to acquire from listening to casual conversations. // it must be gained by painstaking effort / through continuous drill and practice. Exercise: (Read the following selection and put the correct mark – single (/) or double (//) to indicate proper phrasing.) “They gave their lives foe their country, and gained for themselves a glory that can never fade, a tomb that shall stand as a mark forever. I do not mean that in which their bodies lie, but in which their renown lives after them to be remembered forever on every occasion of speech or action which calls it to mind. For the whole earth is the grave and monument of heroes. It is not their deeds; but even in lands where they were strangers their lives an unwritten record in every heart – felt, though never embodied.” -Pericles

COMMUNICATIVE FUNCTIONS A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used in giving options.

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B. Techniques: Use the following expressions when giving options: “There are (three) flights available…” “Let me give you a brief rundown of your…” C. More Practice Giving Options

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: direct flights

day off

connecting flights

time’s gold

up to our necks

in a rush

inviting me out

up to something

to treat

raring

agree with

make a lot of difference

A:

What calls did you handle today?

B:

Mostly questions on __________. Seemed everybody was ____________.

A:

Because there’s a three-day weekend and vacationers can’t afford to waste time on _______________.

B:

Yeah, I agree with you ____________ an want to get the most of our vacation. Why, even an hour saved on flights can __________!

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A:

I think so, too.

B:

By the way, when’s your __________?

A:

Thursday. Are you _____________?

B:

Yeah, we have been __________lately, and I believe, we deserve __________ourselves to some fun.

A:

Of course! Hmmmm…wait, do you mean to say you’re __________?

B:

If you want. You know I was just thinking of a two-day cruise along the harbor sunset. Then we’ll have a dinner at the Manila Bay Restaurant. I’m __________ to eat some seafood.

A:

Seafood is great, but I don’t think they ____________ me. You know…allergies. I’m sorry.

B:

No cause for worry. There are other restaurants. Okay?

A:

Sure. That’s very nice of you.

GRAMMAR Verb Tenses The different tenses refer to the time when an action happens. Thus, is speaking and in writing, we have to indicate whether something is happening at the moment, or it happened in the past or will happen in the future. Tenses of verbs Verbs tenses can be expressed in two different forms. Please memorize how each box develops the verb. VERB TENSE Simple Progressive

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PAST

PRESENT FUTURE The client called the CSR The client calls the The client will call yesterday. CSR. the CSR tomorrow. The client was calling the The client is calling The client will be

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CSR yesterday.

the CSR.

Perfect

The client had called the The client has CSR. called the CSR.

Perfect Progressive

The client had been calling the CSR.

The client has been calling the CSR.

calling the CSR tomorrow. The client will have called the CSR tomorrow. The client will have been calling the CSR.

Now using the above sample table, you try to develop the verb of these sentences and supply the rest of the blank boxes below. 1. She worked at a call center 2. The English subject provides hope to many skilled workers. 3. I have trained to be a Call Center Agent for almost one rigorous month. VERB TENSE Simple

PAST

PRESENT

FUTURE

Progressive Perfect Perfect Progressive The Principal Parts of Verbs Present

Past

call speak

called spoke

Present Participle calling Speaking

Past Participle Called spoken

Regular Verbs vs. 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

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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. Present

Past Present Participle put put putting burst burst bursting Irregular verbs with the same past and past participle

Past Participle (has/have) put )has/have) burst

Present

Past Participle (has/have) bought (has/have) dealt (has/have) thought

Past Present Participle buy bought buying deal dealt dealing think thought thinking Irregular verbs that Change in Other Ways Present choose come go eat write

Past chose came went ate wrote

Present Participle choosing coming going eating writing

Past Participle (has/have) chosen (has/have) come (has/have) gone (has/have) eaten (has/have) written

Exercise A. Tenses. Fill in the blanks with a correct form of the verb in parenthesis. 1. The number of clients ________ (increase) in the last three years. 2. There ______(be) more applicants this year than last year. 3. ____________ (do) you attend the orientation last week? 4. This company __________ (operate) in the Philippines for five years now. 5. Mont of the people in our Department _________ (work) in the office more than eight hours a day. 6. She _______ (leave) with the company for ten years next month. 7. Our President ________ (have) with the company for ten years next month. 8. I ________ (work) at another call center when I met him. 9. We __________(have) a training soon. 10. I ______________ (write) that kind of report before. B. Regular vs. Irregular Verb 1. The trainer _________ (teach) the participants the different kinds of American accent.

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2. My Manager was the only one who _____________ (deal) with the problem in composure. 3. I have not __________ (see) a thing like that before. 4. The special guests of the President have just ___________ (come). 5. I wonder why all the Managers are __________ (go). 6. I’m sorry about the trouble. I must have ______________ (mistake) your luggage for mine. 7. The child looked really scared when he was ________________ (catch) stealing a bag of goodies from one of the passengers. 8. She must have ____________ (put) the reports in her drawer. 9. The reports explain how the poor old man was _____________ (strike) by the mugger. 10. Our closing ceremony will be ________________ (lead) by the Senior Vice President herself.

APPLY THE RULES/SKILLS: A. Simulation: Prepare a 3-minute role-play on the following situations. 1. A businessman calls asking for a flight from New Orleans to Jamaica. Give him the schedule of the flights and airfare. 2. A woman passenger inquires about a one-stop flight from South Carolina to New York. She wants the cheapest rate. 3. A journalist asks for an early morning flight from LA to Florida. Give them the schedule of flights that they can choose from, including airfare rates. B. Peer Evaluation Refer to the grid of guide questions to do this activity.

GUIDE QUESTIONS CHECK THE APPROPRIATE COLUMN AND EXPLAIN YOUR ANSWER. YES

NO

1. IS THE SIMULATION REALISTIC? Explanation: _____________________________________________ 2. Did the speaker sound spontaneous? Explanation: _____________________________________________ 3. Did they use the appropriate words and expressions? Explanation: _____________________________________________ 4. Did they pronounce the vowels and consonants correctly? Explanation: _____________________________________________

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5. Was the delivery clear and accurate? Explanation: _____________________________________________

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 -------------------------------------------------------

Day 12 Offer alternatives and solutions with long conversation focus OBJECTIVES 1. To practice expressions used in cancelling or rescheduling flights 2. To reinforce proper paraphrasing 3. To produce the / t / and / d / consonant sounds 4. To master the forms and functions of the present verb tense

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-------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK A. Dialogue A: Canadian Immigration Travel and Tours. Good morning. This is ________. May I help you? B: This is Tania. I have made some changes in my itinerary. A: Can I have your access code? B: I don’t have it. A: Did you forget, Ma’am? B: Can’t you just look it up by my name? A: Ok, Ma’am. First, I have to find your reservation. Could you give me your flight number? B: T 732 A: Thanks. Please hold on a minute. I’m locating your record now. I’m almost there. Here we go; I’ve got it. Ma’am, you’re traveling from South Carolina to Boston. B: Yes. But I want to cancel my flight to Boston. Instead book me a ticket, business class, to Denver, Colorado, I need to be in Denver by 6:00PM tomorrow. And please cancel my hotel reservation and find me a 5-star hotel in Denver. A: Okay, so you are going to Denver tomorrow, instead of Boston. B: That’s right. How much will that cost me? A: Just a moment, ma’am. Let me see what’s available. Hmmmm…I’m accessing the flight schedule now. Here, we have a flight from South Carolina to Denver departing tomorrow at 2:00PM and arriving at 4:00PM. It cost $525. B: Isn’t that rather expensive? A: No, Ma’am. Would you like to book this flight? We have only two seats left. B: All right. Book me then. A: About the hotel, do you have any preference? B: Yes, a suite at Paradise Hotel. A: I’ve got the rate for the suite, ma’am. It’s $300 a day. Would you like me to reserve this? B: Yes, and thank you. A: You’re welcome. Is there anything else I can help you with? B: That’s all. Have a nice day.

B. Pronunciation Directions: Go over the text again. List down some of the words that represent critical sounds in the text. Write your answers in the box. / t / Sounds

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/ d/ sound btltsmdpsbfttmsbcpf10t

C. Practice Producing the following: /t/

/ d/

Asked Believed Detour Bread Duty Dame Gate Den Hot Gold Suit Greedy Take Mad Tame Made Taught Played test ready D. Pronunciation Exercises 1. The Team Leader asked the senior agents to help the new ones prepare for the presentation. 2. Are all the participants ready? 3. Let me give you the shortest detour. 4. The trainer was so convincing that the trainees undoubtedly believed her. 5. Only a few of the customers played at the casino. 6. Don’t you think Asians are generally tame? 7. Who taught you those amazing tricks? 8. Do we have to pass the test to be promoted? 9. Would you like some garlic or cheese bread? 10. The children made the biggest sand castle.

E. Phrasing Exercises Read the following paragraph aloud and observe proper phrasing. Tact and Talent Talent is something, but tact is everything. Talent is serious, sober, grave, and respectable; tact is all that and more too. It is not a sixth sense, nut is the life of the all five, it is the open eye, the quick ear, the judging taste, the keen smell, and the lively

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touch; it is the interpreter of all riddles, the surmounted of all difficulties, the remover of all obstacles. It is useful in all places, and at all times, it is useful in solitude for it shows a man his way into the world; it is useful in society, for it shows him his way through the world. -W.P Sargill

The Americans believe that if men are left free in the planning and conduct of their lives they will win ore cusses in the professions, the trades, and the industries than they will if their lives are regulated for them by some superior power, even if that power be more intelligent and better informed than they. Blind obedience and implicit submission to the will of another do not commend themselves to characteristics of Americans. The discipline in which they believe is the voluntary co-operation of several or many persons in the orderly and effective pursuit of common ends. Yet Americans are capable of intense collective action when they see that such action is necessary to efficiency or to the security of the community as a whole. Thus they submit willingly to any restrictions on individual liberty which can be shown to be necessary to the preservation of the public health, and they are capable of the most effective co-operation at need in business, sports, and war. -Charles W. Elliot

COMMUNICATIVE FUNCTIONS A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expression used to ask for and get more information. B. Techniques: Use the following expressions in canceling or rescheduling: “So you are going to _____________ instead of _______________.” “Would you like to book this flight?” “Do you have any preference?” “Would you like me to reserve this now?” C. More Practice: Can you add to this list? Canceling/Rescheduling

D. Vocabulary and Idioms

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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: Fix you Downer Tower of Babel A: B: A:

B: A: B: A: B: A: B:

Spinning Strain Lost my composure

Make out Catch your health Keep your cool

Guess what, I had a variety of callers, and my head is ___________! __________ first, and then we’ll talk about it. I had a ___________, sort ot. Oh my, English with different accents! I had to ________ my ears trying to catch what the client was saying. Good, I was quick enough to adjust to their context so I was able to _____________ something from what they were saying. Good girl! At other times, I had to restate what the client said to check if I understood well. I also asked them questions just to make sure I got them right. Great! Thank goodness, I didn’t panic, but I almost __________________. Trust yourself; you can _______________. Excuse me, I think I need a glass of very cold orange juice. I need a ___________. My adrenaline is still up! Let me ________________ a drink then.

GRAMMAR Verb tenses Use of tense in Present Time. The simple present is used to show present action or condition.

Present

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action

:

Here she comes.

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Present condition :

The clients are waiting.

Regularly occurring

:

My favorite customer calls every other day.

Regulary occurring Condition

:

The agents are always ready.

Constant action :

Constant condition :

The International Dateline indicates the time difference between East and West The Philippines is in the Far East

Now, the present progressive indicates actions that are in progress at the time of speaking. Uses of the present progressive tenses. Continuing action

:

Continuing condition :

He is talking to the client. The agent is being trained.

Exercise: Use the following words or groups of words in sentences following the suggestion in the parenthesis. 1. travel regularly (regularly occurring action) _______________________________________________________________________ _______________________________________________________________________ 2. trainers are (present condition) _______________________________________________________________________ _______________________________________________________________________ 3. Hawaii is (constant condition) _______________________________________________________________________ _______________________________________________________________________ 4. company is (continuing condition) _______________________________________________________________________ _______________________________________________________________________ 5. arrive (present condition)

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_______________________________________________________________________ _______________________________________________________________________ 6. is never (regularly occurring condition) _______________________________________________________________________ _______________________________________________________________________ 7. receive (continuing action) _______________________________________________________________________ _______________________________________________________________________ 8. produce (constant action) _______________________________________________________________________ _______________________________________________________________________ 9. call (regularly occurring action) _______________________________________________________________________ _______________________________________________________________________ 10. talk (present action) _______________________________________________________________________ _______________________________________________________________________

APPLY THE SKILLS A. Simulation: Prepare a 3-minute role-play on the following situations: 1. 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. Give him a list of available flights and let him decide which one to take. 2. A lady calls cancelling her early morning flight from Maine to Los Angeles and requests that it be rescheduled the next day any time. 3. A bachelor calls to cancel his flight and reschedules it to late in the evening of the same day. He is flying from Alaska to Alabama. He didn’t specify his time preference. B. Peer evaluation: Note, you must refer to the grid questions BELOW to do this activity.

GUIDE QUESTIONS

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CHECK THE APPROPRIATE COLUMN AND EXPLAIN YOUR ANSWER. YES

NO

1. IS THE SIMULATION REALISTIC? Explanation: _____________________________________________ 2. Did the speaker sound spontaneous? Explanation: _____________________________________________ 3. Did they use the appropriate words and expressions? Explanation: _____________________________________________ 4. Did they pronounce the vowels and consonants correctly? Explanation: _____________________________________________ 5. Was the delivery clear and accurate? Explanation: _____________________________________________

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 12 -------------------------------------------------------

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Day 13 Handling Complaints Part 1/Prepositions OBJECTIVES 1. To use expressions in handling complaints effectively 2. To produce the / s / and / z / sounds correctly 3. To speak more naturally by using correct word and sentence stress 4. To achieve accuracy and fluency by using correct prepositions of time -------------------------------------------------------------------------------------------------------------------------

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PREPARE TO SPEAK A. Dialogue A: Customer Service. Good afternoon. This is _________. May I help you? B: why would I be charged $100 for a canceled flight? The snowstorm isn’t my fault. And not only that, I also lost my payment for a hotel reservation because I didn’t give a 24-hour notice. This is outrageous! Your money-sucking agency. Damn you! A: I understand your situation, ma’am, but the company has its policies. Could you tell me what happened? B: I was stuck at Detroit because of a snowstorm. Then I called your agency to rebook me in the next morning’s flight. The agent obliged, but with a $100 penalty. Isn’t that unfair? My hotel booking too was not cancelled because of the 24-hour notice policy. Stupid policies! Darn! A: I’m really very sorry, ma’am. B: I want a refund of the flight penalty and my hotel reservation. A: May I get your name, ma’am? B: Therese Carmichael. A: Access code? B: I don’t know. A: It’s all right. Could you hold for a couple of minutes while I put you through to our supervisor? B: Thanks. A: Sir, there’s a complaint from a customer. I’m forwarding to you her record. This is her complaint… B: Okay. Put her through. A: Please keep your cool ma’am. I will now connect you to our supervisor. B: Thank you. A: Not at all. B. Pronunciation Directions: Go over the text again. List down some of the words that represent the critical sounds / s / and / z / in the text. / s / Sound

/ z / Sound

C. Practice producing the following:

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/ s / Sound

/ z / Sound

Advice

Advice

Bless Class Hostess Process Progressive Same Seen Several tense

Blaze Cause Crazy Cruise Glitz Roosevelt Rose Zip zoo

D. Pronunciation exercise 1. There’s a very affordable restaurant on Roosevelt Avenue. 2. My relatives are going on a cruise next week. 3. Don’t worry, I’ll advise the participants to come early. 4. Are we flying economy or business class? 5. Everyone in the company goes through a very tough proves. 6. Remind the customers not to cause any trouble. 7. We only have several items left for discount. 8. Do you want to get the same flight schedule? 9. I thought I was going to go crazy hosting the program. 10. Have you been to the biggest zoo in Seattle? E. Review word/Sentence Stress Read the following sentences aloud to practice word/sentence stress. 1. The ceremony lasted more than an hour. 2. I don’t understand the content of the letter. 3. Some adventurous customers do not realize the circumstance they are in. 4. Do we have some penicillin in the first aid kit? 5. Can you do the report yourself? 6. Is it seventeen or seventy? 7. I’m not sure if we can address that problem now. 8. The managers seem to object to the proposal. 9. The fundraising had a good turn out. 10. Who else needs to make up for the training?

COMMUNICATIVE FUNCTIONS A. Exercise: practice reading the dialogue in Prepare to Speak and find a partner. Pay attention to the common expressions used in handling complaints. B. Technique: Use the following expressions in handling complaints:

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“I understand your situation, _____. But the company has its policies.” “I’m, really sorry, ____________.” “It’s all right.” “Please keep your cool.” C. More practice: Can you sad the list? Handling Complaints

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

E. Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box: Beat up

Busted my chance

What’s eating you?

Off your chest

Freaking out

A hole in the wall

Spaced out

Passed up

Giving me a creep

A:

Hey, you’re _____________.

B:

Nothing. I’m just exhausted, I guess.

A:

Come on, get it ____________. I’m your friend, ready to listen anytime.

B:

I’m bombed. I hate myself. I think I ________________ to handle a complaint smoothly.

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A:

what did you do?

B:

There was this very angry client because she was penalized for a cancelled flight. At the moment I felt she’s ______________ because of her voice. It wasn’t her fault she said if there was a snowstorm. 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 ______________. That does add up to her irritation. 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.

A:

Didn’t you do anything except keep quiet?

B:

I remember I stuttered, and then I said I’d refer her case to the supervisor. I regret I ____________ handling that complaint effectively.

A:

Don’t ___________ yourself about it. Charge it to experience. Next time, you’ll be more composed and you’ll be able to handle a complaint well.

GRAMMAR Prepositions: At, On, In (time) We use: 

‘at’ for the time of the day: At 5 o’clock



at midnight

at lunchtime at sunset, etc.

‘on’ for days and dates: On Friday/on Saturdays on 12 March 2009





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on Christmas day

‘in’ for longer periods (for example, months/years/seasons) in the 18th century

In October

in 1968

In (the) winter

in the middle ages

in the past

in (the) future

We use ‘at’ in these expressions: Miranda and Associates Language Management Services

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I take the most number of calls ‘at night.’ I enjoy receiving a lot of gifts ‘at Christmas.’ The call is on hold ‘at the moment.’ The President and Vice President arrived at the airport ‘at the same time.’ 

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)



Our meeting is ‘in the morning.’



The training is ‘in the afternoon.’



My duty is ‘in the evening.’



On Friday (morning)

in the evening(s)

on Saturday afternoon

on Monday evening

The manager will be attending at the meeting ‘on Friday morning.’ Our department has been assigned to take over ‘on Saturday afternoons.’ We plan to go out ‘on Saturday evening.’

We do not use at/on/in before last/next/this/every: 

The trainer is going to be out ‘next Friday’. (not ‘on next Friday)



Our team was evaluated ‘last month.’

In a few minutes/in six months etc. 

The plane will be arriving ‘in a few minutes.’ (=a few minutes from now)



All the new agents will start ‘in a week.’ (=a week from now)



The Manager will be with you ‘in a moment.’ (=a moment from now)

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

I acquired the native accent ‘in three weeks.’



The new policies will be implemented ‘in two months time.’

Exercise: Complete the following sentences by using the prepositions at, on, in with the words or group of words in the box: At night

On Saturday evening

In the 1990s

In the evenings

Last 200in December8

January 1, 2008

On Thanksgiving Day

In a month’s time

Next year

On Fridays

At lunchtime

At ten o’clock

At the moment

In summer

1. I plan to move to another department ________________. 2. Last year, more Americans flew back to their hometowns _______________. 3. The company will be launching a new project __________, in time for Christmas. 4. The lowest number of applicants reported on record was __________. 5. Tourists prefer going to the beach ________________. 6. I’m glad I never fail to go mass ________________ despite my hectic schedule. 7. Our call center started its operation in the Philippines. 8. The client should have called _________. It’s now half past ten. 9. I prefer working _______because I’m not a morning person. 10. Our team members usually have snacks ______________. 11. I don’t think the supervisor is available ________________. 12. Do you notice how most people feel sluggish and burnt out _________? 13. A sister company of this call center will be introduces __________. 14. The couple from Wisconsin will be arriving __________.

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15. I wonder why our supervisors call for meetings ________. I can’t eat properly when they do so.

APPLY THE SKILLS A. Simulation: Prepare a 3-minute role-play on the following situations: 1. A client complains that her booking date was changed to an earlier flight without notice. She calls to inform your agency about it. She wants it re-booked to her scheduled flight, but the problem is there is no more flight available on that day. 2. A client calls that the date of her flight to Jamaica and hotel reservation does not match. She wants you to fix it right away. But there’s no more available flight. The client insists that she talk to your supervisor. 3. A client complains that his connecting flight from Phoenix to New Orleans isn’t what he booked. 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.

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 -------------------------------------------------------

HOW DO YOU GET ANGRY CUSTOMERS TO BACK DOWN? Introduction Being intimidated by difficult customers, ignoring their behavior is not healthy or productive and in most cases it doesn’t even lead to customer satisfaction. In this segment there a re six field proven strategies and effective which guarantee success in bringing irate customers to back down.

STRATEGIES USE APOLOGY

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TIPS  Apologize

EXAMPLE OF A STATEMENT  “Please accept my

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EFFECT  Makes the angry btltsmdpsbfttmsbcpf10t

regardless of fault  Needs to be carefully worded

sincere and unreserved apology for any inconvenience this may have caused you.”





USE DIPLOMACY

 Do it sincere as you can

 “Clearly, we’ve upset  you and I want you to  know that getting to the bottom of this is just as important to  me as it is to you.”

GO INTO COMPUTER MODE

 Speak generally without emotion  Avoid the bait your customer is throwing you  Your word, tone, and attitude are completely impersonal  Continue to response without emotion no matter how strong the verbal abuse is

 (Go to a usual business questions and answers WITHOUT EMOTION)

 “Have I done SOMETHING personally to upset you?”  “Am I not part of the solution?”

ASK

SHOW SYMPATHY

 Is a powerful tool used to disarm an angry customer  Empathy helps you truly begin to see the

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

customer feel heard and understood. It diffuses angry and allows you to reestablish trust. Reduces lawsuits, settlement, and defense cost Kill the anger softly You’ve addressed the anger directly and non-defensively You’ll not engage to the drama of the attack This response deflects, diffuses, and disarms angry customers because you don’t add fuel to the fire by using unemotional reaction

 “That must have been very frustrating for you.”  “I realize the wait you encountered was an inconvenience.”  “If I were in your shoes, I’m sure I’d

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problem from the customer’s perspective.

SHOW APPRECIATION

 Will help keep you from loosing cool when your customer gets hot  Interject (not interrupt) to thank the customer for taking time to give you feedback.

feel just as you do.”  “It must have been very frustrating for you have waited five days for your order and for that I am sorry.”

 “Thanks for taking the time to let us know how you feel.”  “Thanks for being so honest.”  “ WE appreciate customers who let us know when things aren’t right.”  “Thanks for caring so much.”

 Your customer expects you to answer with respect and gratitude that’s why this works.  It’s a shock factor and many times your customer is stunned in silent

POST AND FINAL DIAGNOSTIC TEST Test 1 – Accent

A. H e l l o Hello, my name is_______________. I'm taking American Accent Training. There's a lot to learn, but I hope to make it as enjoyable as possible. I should pick up on the American intonation pattern pretty easily, although the only 104

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way to get it is to practice all of the time. I use the up and down, or peaks and valleys, intonation more than I used to. I've been paying attention to pitch, too. It's like walking down a staircase. I've been talking to a lot of Americans lately, and they tell me that I'm easier to understand. Anyway, I could go on and on, but the important thing is to listen well and sound good. Well, what do you think? Do I?

Test 1 – Accent (continuation)

B. 40 Years after the war Forty years after the end of World War II, Japan and the U.S. are again engaged in conflict. Trade frictions, which began as minor irritants in an otherwise smooth relationship in the 1960s, have gradually escalated over the years. The conflict is more dangerous than it appears because its real nature is partially hidden. It masquerades as a banal and 105

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sometimes grubby dispute over widgets with the stakes being whether American or Japanese big business makes more money. In truth, the issue is strategic and geopolitical in nature. Japan is once again challenging the U.S., only this time the issue is not China or the Pacific, but world industrial and technological leadership and the military and economic powers which have always been its corollaries.

Test 2 – Grammar

Test 3 – Speaking Test 4 – Listening Test 5 – Writing Test 6- Phone conversation

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References Morillo, J., M10-D English Language Proficiency for Seafarers. 2009 Morillo, J., Tongue Twisting Exercises for Seafarers2009 Morillo, J., English Grammar 101 for Seafarers 2009 Morillo, J., Customer Service Training Representative Training Module for IMI Cook, Ann, American Accent Training

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