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  • 1. 2010 13 Sessions Miranda&Associates SkillsTrainingMgt. Miranda&Associates Customer ServiceRepresentative Training Module ACCENT,CONVERSATION, GRAMMAR Thismoduleisdesignedtotrainstudentsof“100HourCallCenterFinishingCourse.”Itiscomplete withspecifictaskforthedaywithobjectivesonit.Alongthewaytheyaregivenampletimeto prepare tospeak basedonasituationin dealingwithcustomers.Their grammarandaccent is checked as wellastheircustomer servicetransactionskills. These are applied using anassessmenttoolsto determine theprogress ofthe skills.
  • 2. CustomerService Representative TrainingModule (For classroom trainingpurposesonly.NotforSale.) MirandaandAssociatesLanguage ManagementServices 2 btltsmdpsbfttmsbcpf10t
  • 3. DAILYTRAININGREQUIREDELEMENTS TASKFOR THE DAY THE OBJECTIVES PREPARE TO SPEAK LEARNING GRAMMAR FUNCTIONS APPLYTHE SKILLS ASSESSMENT 3 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 4. Session1 1. Scope: Students atthis pointwillbeable tolearnthe Americanaccentrules butwill heavilyfocus on ‘T’andTh’sound.Throughout thecourse of Session 1,theteacher willbehighlysensitive totheapplicationofthesesounds. Onotherareas,studentswilllearntheproperwayof introducing othersaswellasbeabletocorrectlyuseverbs.In addition, itisbutproperthat theylearn howtoappropriatelyuseexpressionsin conversation wheretheyareexpectedto lastfor15minutesusingthreedifferentstages,namely:warmup,long turn,andcross examination.Atthisstage,studentswillbeabletolearnhowtoquicklyanalyzeasentence andansweritaccording toitsnature.Theywilllearn howtopredict,createopinion, judgeor combine these elements andcome up asagoodconversationalist. 2.Strategiesand approaches for this session: 2.1Discussion 2.2Audio-visualfor listeningandspeaking 2.3Dyad,Triad, group 2.4 Simulation 2.5.Assessment 2.6Memorizatio n 2.7Research/Take-home task 2.8Demonstration/Reportin g 2.Tasks: 1.1 Speak using correct‘T’ and‘Th’sounds 1.2Introduceotherscorrectly 4 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 5. 1.3 Use correct verbtimeline 1.4 Useformalandinformalexpressions 1.5 Speak using warm-up,long- turn,andcrossexaminationwithsentenceanalysis 1.6Role-play usingaconversation 1.7 Speakwellusingcorrect accentrules 5 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 6. 3. OBJECTIVES: 2.1Tointroduceoneself andothersusingformalorinformalexpressions 2.2To carryonaconversation frombeginningtoendusingappropriateexpressions 2.3Tointroducethecorrect‘T’and‘Th’sounds 4. PREPARE TO SPEAK 3.1Accent:The‘Th’ (Play CD cf. CD#6) Target: The ‘Th’ Title: The Thessalonians TheThessalonians believers thanktheLordfor thousands ofpeoplethriving intheiramphitheatre every Thursday at three. This must be due to thematic theme about theism and hypothetical theory ofGod’stheocraticalthronewhichwas madethrough thunderous preaching whichthrilled thethrong especially Thomas and Thutmose of Thurgau. For three months every Thursday, through persistent thrusting ofeffort andthunderingvoice, 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 - Itisyourorientationdayasanewly-hiredCSR. /the trainerinstructedyou to introduceyourselves toeachother forthefirst1hour.Thetrainerdivided youinto groups. How wouldyouintroduceyourselvestoeachother? - Now that youknow eachother,yourtask istointroduceyournew acquaintanceto membersof theothergroup 6 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 7. - How areyougoingtodoit? - How doyou keep theconversationgoing? - How doyouendit? D. Dialogue:Introducing oneself/someone Here pay attention tothespeaker’snaturalway ofcommunicatingwitheachother JIM: SHIELA: JIM: Excuseme,isanybody sittinghere? I don’t think so.Haveaseat. Thank you. By theway, I’mJim.I’m aCSR andIbelongto CanadianImmigration Consultancy. SHIELA: I’m SheilafromProdataNet account.Pleasedtomeetyou. JIM: Pleased tomeetyou,too. SHIELA: Oh,that’smy friend. Lucy overhere! LUCY: HiSheila. How areyou? SHIELA: I’m fine.Thank you,and you? LUCY: I’m fin too. SHIELA:Why don’t yousithere andmeet anew friend. Lucy, thisisJim. Weallhavedifferent accounts becauseIrepresentCANUIntl EnglishLanguageforits IELTS. Ijust hope we’llallbeinthesame unit. JIM & LUCY: Let’s keep ourfingers crossed. SHIELA: Umm, thetrainerishere. Webetterkeepquiet now. LEARNING GRAMMAR FUNCTIONS a.Time-lineofverbs 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. TimeLine: beforepast past nowfuture …the‘hasa ndhave’verbs 7 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 8. …allpresent regularor irregular …the‘had’verb encompasses from before past to past. will… verb referto‘now’in thetimeline Example: The student attendsto hissubject. VERBFORM 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: Belowareverbsforyou. Translatethefollowingverbsusing thetable above: 1.ate 2.sing 7. report 8.speak 3. gave4.swim 9.come 5. write 6.participate 10.go11.say12. tell Analysis:Recallyourowndialoguein theintroductions and thesampledialogueabove. Identify familiarexpressions youused and theonesusedinthistext. When are theexpressions used? How arethey used? ExpressionsUsed 8 MirandaandAssociatesLanguage ManagementServices Function/s btltsmdpsbfttmsbcpf10t
  • 9. Now look at thefollowingexpressions Introducingofoneself A. FORMAL - Allow metointroducemyself. Myname’s - I’m… (+information) - May Iintroducemyself?My name’s - I’m…(+information) B. INFORMAL - Hello. I’m - Hello. Myname’s Note:When introducingyourself tosomeone,youoftenneedtogivenot only yourname, but alsootherrelevant details aboutyourselfor thesituation you presently are having. Thesameis true when introducingsomeonetoothers. Introducingothers EXPRESSIONS A. Formal Hi. I’dlikeyoutomeet…. Goodmorning. MayI introduce… I’dliketointroduce… EXPRESSIONS B. Informal CanI introduce… This is… I wantyoutomeet… GREETING A. Formal How doyou do? 8 ADDITIONALINFORMATION …acolleagueofmine. …oursalesmanager. …my old timefriend. ADDITIONALINFORMATION …he’shere for theweek. …my counterpart. …fromtheIMIdivision. POSSIBLEREPLYTOTHEGREETING How doyou do? I’m fine/I’m doing well. How doyou do? I’mverypleased/delightedtomeetyou. MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 10. B. Informal Hello. Nicetomeetyou Hi. It’svery nice tomeetyou,too. Goodtomeetyou. It’svery nice tomeetyou. Nice/Goodtomeet you. Nicetohaveyou withus. Pleased tomeetyou. Note:whenyoumeet peoplefor thefirst timeona personalorbusinessbasis, it’susualto shake hands. This is whenthegreeting ‘Howdoyou do?” is appropriate, butitisonlyusedfor thefirst time. Otherrulesin introducingothers Younger toolder–introducetheyoungerpersontoolder person. Example:Father, thisismy friend,Annie.Annie,thisismy father. Maletofemale–introduceman to woman orboytoagirl. Example: Ella,meet my friend,John. Lowerranktosuperior Example:SirMiranda,this isour new student,Mitch. Any order –samerank,gender,age.Whenyouintroducepeopleof thesamerank,gender, or age,it doesn’t matter whosename comesfirst. Pre-closingtheconversation A. FORMAL Thanksforyourtime. Thanks alot fortheinformation. I really should beleaving. Noproblem. Welcome.It’sbeen nicetalkingtoyou. Sure. Noproblem. Ihavetoget goingtoo. I havetogo. Would youexcusemeplease? It’salright. Take care. Sure. Don’tworry about it. I’d betternot totakeup any moreofyour time. Letme know how thingswork out. Keepmeposted. B. INFORMAL 9 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 11. Got togo now… I havetorun… I mustbegoing… I havetorushoff… OK. Seeyouagain. OK. Great talkingtoyou. Samehere. Samehere. Closingtheconversation Expression PossibleResponse A. Formal Talktoyoulater You’re welcome. Thank you foryourtime. My pleasure. B. Informal Seeyoulater. Bye. Untilnexttime… Ok. Bye Practice:Prepare aroleplay basedonthefollowingsituations. Youwant tointroduce: Yournew acquaintance toyourboss Amale friendtoafemale friend ForAccentTheory:Get yourTrainingKit foraccentandtrytoknow therulesfor American/Britishaccent ForAccentPractice:Get yourTrainingKit foraccentandtrytoapplytherulesfor American/Britishaccent APPLY THE RULES IN YOUR SKILLS A. Simulation/roleplay Afteranother orientation,thenewly-hired agents and theirtrainersheldawelcome partyforalldepartments. Introduceyourselvestotheothersandintroduceyournew friends andtrainerstoyournew acquaintances. Practiceusingtheappropriatestrategyforintroducingyourselvesandothers, for keepingthe conversationgoing. Beconscious tooof yourvowelandconsonantsounds. Introducingoneself:Beginning-sustainingtheconversation-pre-closing-closing 10 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 12. Sample dialogue: Listento the conversationamong thecall centerstaff.Pay attention toexpressions usedandthe spontaneous way ofintroducing oneselfto anotherperson.Then practicethedialoguewitha partner. A: Hello.I’mAnne.I’mthenew secretary. B: Pleased tomeetyou,Anne.I’mJerryandwork asaclerk at theAccounting Office. A: Smallworld. I’llworkforMr.Davis. He’stheChief Accountant,right? By the way, how longhaveyoubeenworkinghere? B: Not long enough. I’vebeen hereforamonth. Sojustlikeyou. I’malsoanewcomer. A: But notasaneophyteasI am.Oh,Ithink yourworkstationisnexttomine.I’m gladyousitnexttomy placesoyou’re withinreachif I havesomequestions. B: Yeah. Feelfree toaskmeanytime. A:I guessIhavetoget backtowork. Break timeis over. B: Willyouhavelunchwithme? A: Sure. B: Seeyouthenatthe cafeteria. Twelvefifteen?I usuallytaketable ten. I’llreservea seat for youandmaybeyoucan meetmyfriends. A: Really? Thatsounds great. Seeyoulater. Role-playpresentation Giventhesituationabove,createyourownsituationinintroducingandgreetingsthat are applicableandrelevant togatherings orinteractions inyour unit. Warmup:5Minutes - Introduceyourself - Ask thename - Present workorstudiesorboth - place ofresidence,itspeople, traffic condition,changes - Family 11 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 13. - Hobbies such as goingto malls, cooking,favouritesports - Planfor thenext2andfiveyears Long turn:5Minutes Somepeoplebelievethatallowingapartnertoworkabroadwillbemoredisadvantageousrather than advantageous. Discussboththeadvantagesanddisadvantagesofallowinga partnerto goabroad. Includeany relevantexamples,personalexperience,orknowledgeaboutthetopic. Youwillhavetodiscussthis in3minuteswithout interruption. Makingopinion:5minutes Whydopeopleworkhard? What isthe ideallife after retirement? Howistimebeingspent before? Howistimebeingspenttoday? Howdoyouthinklifewillbecomein thefuture? B. TEACHER’SFEEDBACK CRITERIA: Naturalness Probabilityof thesituation Correct useofvocabulary andexpressions incontext Correct productionofvowelsounds Correct useofintonationpatterns Correct useofgrammar Employment of paralinguistic i.e., speed, pitch, body language, intonation, and liaison 12 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 14. ------------------------------------------------------------END OF DAY1----------------------------------------- Day2 Receivingandgivinginformationwithgrammar andlongconversationfocus OBJECTIVES 1. Toask appropriatequestions (Wh/H) toget desiredinformation 2. Togiveappropriateanswers toclient’squestions on flights and affairs 3. Topracticespeakingusingrising-fallinginformation 4. Toproducethe/i/and/iy/sounds ------------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. Dialogue Flights andairfare Agent:Thisis InternationalJobs Recruitment Agency (IJobs),goodmorning. Thisis Mitch. How mayI helpyou? Client: Yeah. This isStuartDaly. I’m planningtogo toNewYork nextweek. What are theavailable flights? Andwhat’s theairfareat themoment? 13 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 15. Agent: Client: Agent: Client: Wellsir,that depends.D’you want toflyfirstoreconomy class? Economy class. When d’youwanttoleave? September28. What are theavailablemorningflights fromWashingtonD.C. to New York? Agent: Holdonaminute,sir. Let mecheck theflights. Sir,my computerisratherslow today. I hopeyou don’tmind waiting fora coupleofminutes. Client: Not at all. Agent:Thank you. I’malmostdone.Herelet meread theavailableairline flights and fares: Time 7:30 10:00am Nonstop 1Stop Multiple Carrier $123 $148 UnitedAirlines $233 $248 USAirways $245 $347 Whichflightwouldyoulike totake,sir? Client: The7:30 flight–MultipleCarrier. Could youbookthatforme? Agent: Letmeconfirm withtheairlinefirst. Okay then,7:30in themorning. Multiple Carrier. IsthereanythingelseI canhelpyou with? Client: That’sall. Thankyou. Agent:You’rewelcome. Havea niceday, sir.Bye. B. Pronunciation Directions:Goover the textagain.Listdownsomeof thewords thatrepresent thecritical sounds /i/and/iy/inthetext. /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 14 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 16. List mill Rid Sick Sit Least Meal Read Seat seek Still Wick will Steal Week Weak We’ll D. Pronunciationexercises 1. It’ssomething I’drathernot eat. 2. Would youliketositin seat number 3? 3. I stilldon’t understand why they had tostealmy tickets 4. Canyouatleastprovidemewithalistofchoices? 5. We’llmakesureyouget there.Youwillsurely arriveontime. 6. I seek forapostponement fornext week becausemy childisstillsick. 7. I stillthink we’regoingto hit theroadtomorrows=despitethe heat. 8. No,please.Don’tgivememy brochure.I’dratherget rid ofthosethings. 9. We’refinally leavingnextweek toliveinLong Beach. 10. How doyou reachmefor thetickets? Yousee,I’m not thatrich togoall theway there justfor that. E. IntonationPattern What isintonation? Itisthespeechmusic.(cf.topages11-20of theAccentKit) Intonationistherising and falling whenyouspeak. It’s likeajazzy movement,orastaircase. Cf.Exercise 1-44:Buildinganintonation sentenceCD2Track13. AdditionalPractice: 1. Thereceptionistat thehotelisvery accommodating. 2. Shewants tojoin thecaravantoNepal. 3. Thechauffeurdrovemearoundthe city. 4. Youcanavailyourselfof thepackagetour toRome. 5. My flight toChicagowas cancelled. 6. Thecabdrivergotmetotheairport in time. 7. Thetourguidegraciously showedmearoundthemuseum. 8. I left my luggageat theresort hotel. 9. He’sachancepassenger. 10. I’veearned enoughmileageforafreetrip to Boracay. BASIC INTONATION PATTERNS USING THREE AND FOUR WORDS THREE-WORD PATTERN FOUR-WORD PATTERN The 1st and last words or ‘AC’are emphasised while the middle word stays in normal The first threewordsare mentioned monotonously but the last word or ‘D’ is emphasised by moving up the pitch a 15 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 17. pitch. little higher. A Example: He C hired. B was D Example: A B He hired. C was just Ergon: Beloware simple Ergon:Belowaresimplesentences.Read them sentences. Read them by using using the above principles. the above principle. Repeat after me (practice): Repeat after me (practice): 1. Heworks well. 1. He’s cleaning the cabins. 2. Servicesare carried. 2. Services are carried out. 3. Sea-travelis safe. 3. Sea-travel is safely managed. 4. Theyprefer skills. 4. They prefer skilled workers. 5. Hespeaks English. 5. He speaks English well. 6. Theyhave rules. 6. Housekeeping rules are posted. 7. Skillsare required. 7. Qualifications are 8. He’sworking well. important too. 9. Sea-travelis great. 8. He’s working well always. 10. Shipmentswere removed. 9. Sea-travel is amazing experience. 11. Servicesare ensured. 10. Shipments were removed yesterday. 12. Itcruises slowly. 11. He ensures excellent services. 13. Staffsaregreat. 12. The ship was cruising. 14. Theywere appreciated. 13. Staffs are helping us. 15. They thank them. 14. They were appreciated honestly. 15. They thank them
  • 18. 16 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 19. wholeheartedly. GRAMMAR A. Questionwordswithshortandlonganswers Drills:whichoftheQuestion words (what,where,when,who,and How),willyouusein askingwithafollow uplonganswer?Write theexact questionbelow thegiven information. Example: INFORMATION:SocialSecurity Number Question:What isyourSocialSecurity Number,Sir? INFORMATION:Acquaintance’s family name QUESTION: INFORMATION:Customer’s dateof birth? QUESTION: 17 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 20. INFORMATION:Company’s anniversary QUESTION: INFORMATION:Carrental fee QUESTION: INFORMATION:availability of flight QUESTION: INFORMATION:Officelocation QUESTION: INFORMATION:Wayto theairport QUESTION: INFORMATION:Client’scomplaints QUESTION: INFORMATION:Nameof comparison QUESTION: INFORMATION:Reason forcancellation QUESTION: APPLY THE SKILLS A. Simulation:Prepare a3minuteroleplay onthe followingsituations. 1. Aclientcallstoaskforflights andpricesfrom HoustontoNew OrleansonDecember 15. Heisbookingamonthin advance.Heisflyingwithhiswifeand3teenage children. Canyougivehimalist ofpackage flights andprices? 2. AclientfromMarylandisaskingaboutroundtripflight ticket toSanDiego.Heisalso expectingsomediscounts. What canyouoffer him? 3. Youwant toshare theday’s happenings with yourfriend.You had30good callers and5bad ones.Despitethegood calls,youfelt downbecausethebadcallers were so nasty. B. Teacher’sfeedback: Spontaneity 18 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 21. Probabilityof thesituation Correct useofvocabulary andexpressions incontext Correct productionofvowelsounds Correct useofintonation pattern Accuracy intheuseof question words Goodidioms --------------------------------------------------Endof Day2------------------------------------------ Day3 Making the conversation going with longturn and question analysis focus OBJECTIVES 1. Toanswerclient’s inquirieson connecting flights 2. Touseappropriateexpressionstofillup dead air 19 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 22. 3. Toproduce the/ey/and/e/ soundscorrectly 4. Toaskappropriatequestions (yes/no)usingtherising intonation pattern ------------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. Dialogue CSR: PhilippineAirlines,goodafternoon. Thisis.CanIhelp you? CLNT: Yes.Is there aconnectingflight tothePhilippinesfromChicagoAirport? CSR: What dateandairline,sir? CLNT: Sept 22,but I haven’t bookedmyticketyet. Pleasegiveme theconnectingflights on that day. Then I’ll decidewhich airline totake. CSR: Ok,sir, doyouwant to holdorI’ll callyou backin5minutes? CLNT: I don’tmind waiting. CSR: Thank you,sir. Let mepull up theinformation frommy computer. It’sSeptember 22,right? CLNT: Yes. CSR: Oneminutemore,sir.Areyoustillthere? CLNT: Uh-uh. CSR: Hereit is. Doyouhaveyourpen andpaper? CLNT: Yes. CSR: Sir, hereisyourfirst option: Wed,Sept 22 UnitedAirlines161 Depart:9:34PM Chicago,IL Arrive:11:59PM SanFrancisco,CA 2Stops ChangeAirlines Timebetweenflights 1 hr6min Thu,Sept 23 Depart:1:05AM Arrive:5:30AM ChinaAirlines3 SanFrancisco,CA Taipei,Taiwan ChangePlanes Timebetweenflights: 2 hr35min Fri,Sept 24 Depart:8:05AM Arrive:10:05AM ChinaAirlines631 Taipei,Taiwan,Manila Philippines CLNT: Gotit!Thank you. CSR: AnythingelseI can help youwith? 20 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 23. CLNT: Nothingelse. Thank youandgoodbye. B. PRONUNCIATION Directions:goover the textagain.Listdownsomeof thewords thatrepresent the/ey/ and/e/ soundsin thetext. Thenclassify themaccordingto thefollowing: /ey/sound /e/sound C. PRACTICEPRODUCINGTHEFOLLOWING /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. PRONUNCIATIONEXERCISES 1. What timeare weleaving theairport? 2. Dotheysayelevatororlift? 3. I’dliketorent aMercedes foroneweek. 4. What does thepackageinclude? 5. We’llseetoit that your transportation isprovided. 6. Ourregularratefor thisseasonrangesfrom$300-%700. 21 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 24. 7. Youritinerary might varyaccordingtoyour choiceof aholiday. 8. Pleasecheck ifallyour papersareready. 9. Dowetakea caborabus? 10. Ourdeskofficerwillbearoundtoassistyou. E. INTONATIONPATTERNEXERCISES Direction:Readaloudthe followingsentencesbelow usingtheRISING intonation pattern Example:CanI makeit onthe9:30AM flight? 1. Doyouhaveyourpassportwithyou? 2. Is heenroutetoBethany? 3.Haveyoupackedyourclothesyet? 4. Inthisclubexclusiveforvisa holders? 5. I’vecancelled my flight toHouston. CanI getarefund formy ticket? 6. Willyoufetchmeattheairport terminal? 7. Would youplease bookmeasuitefortonight? 8. AmI astandbypassenger? 9. Is thereanavailableseat at the10:30 night express train? 10. Is thisitinerary ready? COMMUNICATIVE FUNCTIONS A. Exercise:Practicereading the dialoguein ‘Prepare toSpeak’with apartner. Pay attentionto thecommonexpressionsused tofillupdeadairandmakeclarifications or follow up. B. Strategy:Fillup the‘deadair’by makingclarifications/follow up Use thefollowingexpressions tofillup‘deadair.’Repeat thesewords asoftenas youcan. “Okay sir, doyouwant to hold orI callyou backin5minutes?” “Letmepullup theinformation.” “Oneminutemore,sir. Areyou stillthere?” “It’s _,right?” “Doyou haveyourpen and paper?” “Anything elseI canhelp youwith?” C. Morepractice:Canyouaddmoretothelist? 22 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 25. Fillingupdeadair Makingclarification/Follow up D. Vocabulary andIdioms Exercise 1:Gooverthe dialogueagain. Canyouidentify someof theidiomatic expressionsused? Doyouknow whattheymean? Listdowntheidiomsyoufoundin the textandexplainhow youunderstandeach. Idioms Used in theDialogue PossibleMeaning Exercise 2:Completethedialoguebelow withtheappropriatevocabularyandidiomatic expressionsfromthebox. book Layover standby A: B: A: B: A: B: A: B: A: B: A: B: A: B: A: 23 Holdon waitlisted Connectingflight Take note Nobigdeal To fly ABC Travel.ThisisShane. May Ihelp you? Hi. This isMark Sanders.I’dliketoknow if there’sa fromSan FranciscotoMiami,Florida. I intend PanAmonJuly 4. Holdonaminute.I’llcheck withtheairline.Thereis, sir,butyou’llhavea12hourinTexas. Canyou meaticket? Yes,sir. Economy orBusiness? Economy. Areyou willingtotravel ifI can’t getyouaconfirmed seat? _. Okay then. I’llbook you a flight now. Anything else,sir? Uh-uh. How doI know if I am _? I’ll callyou 48 hoursbeforeyou scheduledflight.Oncewegiveyouareserved seat,besureto callandconfirmyourflightat least14hoursbefore departure. I’ll of that. Okay. AnythingelseI canhelpyou with? Nothingmore.Thanks. Don’tmention it.Thank youforcalling ABC Travel. Bye. MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 26. GRAMMAR Yes/NoQuestions Rule1: Wheneveralinkingverb isused in averbphrase,it isalways comes withaprogressive formof themainverb. Is shegettingthebillstoday? Areyoudoingthereport now? Is +getting Are+doing Rule2: Whenever thehelpingverb do,does,ordidisused in averbphrase,it always comes withthemain formof theverb. Didyougo toArkansaslastyear? Doessheeat pasta? Doyouknowhow toget there? Did +go Does+eat Do+ know Rule3: Whenever thehelpingverbshas,have,orhadisuseditalways comeswiththepast participleformof theverb. Hasyourfamilylivedherelongenough? Has +lived Haveyoubeen toManchesterHomes? Have+ been Hadallthevisitorsgone whenweleft? Had+gone Drills: Studythe followingsentences. What kindofquestionsareaskedbasedonthe following givenanswers?Writethe possiblequestions. QUESTION: ANSWER:I camewithsomebody else. QUESTION: ANSWER:Shepassed theoraland written exams. QUESTION: ANSWER:Theflightwasdelayedbecauseof the fog. QUESTION: ANSWER: Theydon’tgivea20% discount anymore. QUESTION: ANSWER: It’s got tobein my files. 24 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 27. QUESTION: ANSWER:I went onacruisealone. QUESTION: ANSWER:The clientwanted arefund. QUESTION: ANSWER: Ididn’t attend theorientationbut I was thereat theseminar. QUESTION: ANSWER:Ihad toseemy boss becauseaclientcomplained. QUESTION: ANSWER:The managersleft earlytoday to prepare forourteamplanning. APPLY THE SKILLS A. Simulation 1. Aclientcallstobook aticket. Heritinerary isNew York toMiami;shewantstofly backtoNorthCarolinaonthesameday. Sheneeds toleaveNewYork at 2:00PM andbein Miaminotlater than 9:00PM.Giveher twooptions 2. A /Filipinoasks for connectingflightsfrom/san/Francisco toCebu,hewants to know theavailableflights and theprices. He’sflying economy andprefersthe cheapestticket. Givehiatleast3options but besuretoget himtobook with youragency. 3. Aclientholdsa ticket,adirect flight fromParistoLosAngeles. Forsomereason, heneedstostopoverinRome;thenheadback toLosAngeles. Hewantstoknow theflightsthatwilldelayhistrip for twohoursonly. Helphim changehis booking. ASSESSMENT Criteria: Spontaneity Probabilityof thesituation Correct useofvocabulary andexpressions incontext Correct productionofvowelsounds Correct useofintonation patterns Accuracy intheuseof yes-noquestions ----------------------------------------------------------------Endof Day3--------------------------------------- 25 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 28. Day4 Offeringproductlinewithlongconversationfocus OBJECTIVES 1. Toaddressclients’ concernsabout vacation packagesanddiscounts 2. Toproduce the/ / soundand/ow/ sounds correctly 3. Topractice speakingusing circumflex pattern 4. Toaskappropriate (tag)questionstosoundmorenatural ------------------------------------------------------------------------------------------------------------------------------- 26 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 29. PREPARE TO SPEAK A. Dialogue A: CIC Travel,this is _,doyoumind holding foraminute? I’llbewithyou rightaway. B: No. But don’t belong. Idon’thaveall thetimein theworld,you know. A: Sorry tohave keptyou waiting. I wasontheotherline.How mayI helpyou? B: thatwasadamn longminute. A: I’m really sorry,sir. What canIdoforyou? B: I’dliketoinquireabout vacation packages,5nights in Orlando. I’d likea package that includesairfareandhotelaccommodations. A: Orlando? Well,wecan certainly arrangea wonderfulholiday foryou,sir, especiallyif you’re booking early. Willit be foronepersononmore? B: It’s for4actually. My wife,me, and2 children,8and10yearsold. A: Soyou’dlikea doubleroomortwosinglerooms? B: Justa doubleroom. A: CouldI get yournameandemailaddress, sir? B: Hangonjustaminute.Youalsoprovide carrentals don’tyou? A: Yeswedo,sir would youlike to know ourrates? B: sure. A: Hereare therated,sir. Compact- $21/day;Mid-size-$23/day, Full-size– $30/day;andMini-Van- $36/day. Asidefromtherental,there’s also10% surchargefortaxes andfees. B: I’ll takeamini-van. A: How longdoyouintendtousethe car? B: Threedays. Sohow muchisthevacationpackageagain? A: %168/ person,but there’s a discountof20% for thechildren. B: Roughly,how much wouldit cost? A: About#714.80,sir. B: That’sratherexpensive isn’tit? Letme think about that. I’llcallback. A: Thank you,sir. Butlet me tellyou that the20% discount forthe children isonly gooduntiltheendof theweek. B: I’ll takenoteof theat. A: CouldIhaveyournameandphone number, please? B: It’s Mr. Robertson,882-1130. A: Thank you,sir.You don’t mind I supposeifI say youand yourfamilydeservea vacation? B: NOTATALL. THANKS. A: Thank youforcallingIMITravel.Haveaniceday.Bye. B. Pronunciation Instruction:Gooverthetextagain. List downsomeof thewordsthatrepresent the / /and/ow /sounds inthetext.Thenfindapatterntoclassify them. 27 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 30. / /sound C. Practiceby sayingthe 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. DoI geta bonuspoint onmy mileage? 2. Is thatproduct producedlocally? 3. Don’tget upset;Ithink Isaw your nameon theofficiallist/ 4. Youwillseeasigninthehallway. 5. Arethere mallsaround thecity? 6. Thethree boxesof documentswill besentintwoweeks. 7. Letmeshow youthetime zone. 8. Canyouphonemewithintheweek? 9. Youwillhaveto complywiththeairlinerules. 10. Doyouhaveaproblem?Why don’t you makea toll freecall? E. IntonationPatterns Thethirdkindofintonation pattern isthe‘CIRCUMFLEX.’ Thisisused in sentencesindicatingchoices. Inthefirst choice, thevoicegoes up; whilein thesecond choice,thevoicegoesdown. Example: 28 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 31. Areyoutakingthe economy orbusiness class? Exercises:Nowusethe circumflex. 1. Would youlikeanon-smokingorasmokingarea? 2. Would youlikesometeaorcoffee? 3. Is my rented caraToyotaoraNissan? 4. Didyoubook measingleoradoubleroom? 5. ARETHECAR RENTALSEXPENSIVEOR REASONABLE? 6. IS THIS BUS LEAVINGAT10:00OR 11:00o’clock tonight? 7. DoIpay in cash ortraveler’schecks? 8. Willyouhavea dinnerinarestaurant orinyourroom? 9. Willyougoonabusinessorpleasuretrip? 10. Haveyoubooked mea ticketornot? COMMUNICATIVE FUNCTION A. Exercise:Practicereading the dialoguein Prepare toSpeak withapartner.Pay attentionto the commonexpressionsused toapologizeandoffersomething. B. Using techniques:ApologizingandOfferingSomething USETHEFOLLOWINGEXPRESSIONSTO APOLOGIZE: “Sorry tohavekeptyou waiting.” “I’mreally sorry, sir/ma’am.” USETHEFOLLOWINGEXPRESSIONSTO OFFER SOMETHING: “Wecancertainly arrangeawonderfulholidayforyou.” “Butletmetellyou that the20%discount for the childrenisonlygood until next week.” C. Morepractice:Canyouaddtothelist? Apologizing Offeringsomething D. Vocabulary andIdioms Exercise1:Goover the dialogueagain. Canyouidentify someof theidiomatic expressions used”doyou know what they mean? List down theidioms you found in thetextand explain how youunderstandeach. 29 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 32. Idioms Used InTheDialogue PossibleMeaning Exercise2:Completethedialoguebelow withtheappropriatevocabularyandidiomatic expressionsfromthebox: Forages Goodasnew Beforeyouknow it WhatI’vebeen lookingfor Burnt out Go fullsteamahead Itchingtostart Inarut Packagevacation Cover foryou A: I feelsotiredand bored.ItseemsI’vebeen workingon thisaccount _. B: youmust befeeling . You’vebeen doingthesame thingallyourlife, haven’tyou?Youhavethesigns. A: whatsigns? B: whatyouare goingthroughright now. You’retiredand bored,and probably feeling _.Thosearethesigns. Whydon’tyoutaketimeout of yourwork and to say, theCaribbean? A: Hmmmnnthatsounds likefundoesn’t it? B: ifyou want tospendafew days in theCaribbean,youcan access thiswebsite: www.explorecarribean.comandbook a . A: that’s exactly _. B: Hey, remember,whileyou’reon thevacation. I’ll .Soyouforgetyour work andjust enjoyyourself.And ,you’re _. A: you’resweet. B: it’s okay. Now, withyourplan. A: I’m already my vacation. GRAMMAR A. TagQuestion Exercise1:Goover the2dialoguesinthislesson.Underlinethe tagquestions used. Exercise2:listdownotherexamplesof tagquestions. TagQuestionsare questions placedat theendofasentence. Note:Wegenerallyuse a negativetagquestion afterapositivesentence. “Mary is a callcenteragent,isn’t she?” Note:Wegenerallyuseapositivetagquestion afteranegativesentence: “Mary isn’ta callcenteragent,is she?” 30 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 33. TagQuestion means meaneitherof thesetwo: 1st:youare notreally askings question;you’reonly invitingthelistener toagree with you. Inthisinstance,youhavetoprojectthevoice by goingdown. “Vincent doesn’t look happy today, doeshe? 2nd:butifyouare reallyasking thequestion withthisintention.Yourvoicegoesupto getayes ornoanswer. “You haven’t met anyrudeclients today,have you? B. Exercises:Complete thefollowingsentencesby puttingtheappropriate questionstag. 1. You’re notina hurry, _? 2. Ourmanagerspeaks German, _? 3. Thecustomerdoesn’t need toget thisinformation, _? 4. He’s not interested, ? 5. Bemorecautious, ? 6. Shehasn’tcomeback, ? 7. TheDirectorisstillout, _? 8. You didn’t book my flight, _? 9. Youwouldn’t mindtelling, _? 10. There are more customers now, ? APPLY THE SKILLS A. Simulation 1. YouworkforCanadianImmigrationConsultancy. Helpa customerwhocallsyou about bookingaThanksgivingHolidaybutonatight budget.Giveyour reasonableoptionsandsuggest thebest one. 2. Aclientwouldliketobook foraweekendholidayfor25 peoplein aseaside resort. Heinquiresabout yourpackages. Whatwillyousuggest toenticehimto closethedealwithyou? 3. Anexecutivecallstoaskaboutaromantic3-dayholidayinHawaii. He’slike the best accommodationforhimandhiswife.Thedealincludeshotel accommodation,food,andtransportationservices. 31 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 34. ASSESSMENT Criteria: Spontaneity Probabilityof thesituation Correct useofvocabulary andexpressions incontext Correct productionofvowelsounds Correct useofintonation patterns Accuracy intheuseof tag questions ---------------------------------------------------------------EndofDay 4---------------------------------------------- Day5 Offeringproductlineandmakingtheconversation going OBJECTIVES 1. To meet clients’ needs with utmost careforcustomersatisfaction 2. Toproduce the/ae)and/a/ soundscorrectly 3. Topractice speakingusing the different intonation patterns 32 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 35. 4. Toaskdifferent kinds of questionstosoundmorenaturalin speaking English ------------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. Dialogue CSR: Canadian Immigration ConsultancyLinks. Goodafternoon. Thisis _. CanI helpyou? CLNT: This is _.Ihaveaproblem. I’marrivinginHouston at 8:00AM tomorrow andI’m runninglatefora photoshoot soIneedacartopick meupat theairport and takeme tothemuseumbefore9o’clock. Couldyou make arrangementsforme? CSR: Wecan dothat.May Ihaveyourcompletename,sir? CLNT: ,InternationalPhotography,MadisonSquare,NewYork. Myflight numberis707PanAm. CSR: Sir, pleasehold theline forafew minutes. I’ll callSolomon Car Rentalsand seeif there’sacaravailableforyou. By theway,doyouhaveanyspecificpreference? CLNT: None.Any suggestions? How muchistherental? CSR: Ourminimumis$63anhourforanordinarycar.Would youlikethat or somethingelse,sir? CLNT: That’sfairenough,isn’tit? CSR: Oh,most certainly,sir.Weoffer thebest detailsincarrentals. CLNT: Allright. I’lltakeyourwordforit. I’lltakeitthen. CSR:Letmerunthrough thearrangement,sir. Soyouare(name) , flight number707 PanAmwill bepicked upat theairport at 8:00AM.Your driver’snameis NestorMirandaand you’llbetaking awhitrCamry withplate number Y41TSD.You have tobeat themuseumbefore9o’clock. Didyou get thedetails,sir? CLNT: Perfect! CSR: AnythingelseI can help youwith? CLNT: Nothingmore.You’resuchabig help. Thank you very much. CSR: My pleasure,sir. Bye. B. Pronunciation Directions:Goover the textagain.Listdownsomeof thewords thatrepresent the/ae/ and/a/ sounds inthetext. Writeyouranswersin thebox. /ae/Sound 33 MirandaandAssociatesLanguage ManagementServices /a/Sound btltsmdpsbfttmsbcpf10t
  • 36. C. Practiceby sayingtheseExtrawords /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. PronunciationExercises 1. I needacabtotakeme tothehotel. 2. Why don’t you leaveyour baggagehere? 3. Doesthiscardserveas thekey? 4. My luggage wasaccidentally taken by anoldblondewoman. 5. How muchdoesaPhilippinePackagecost? 6. I’ll havemysecretary faxthedocument toyou,sir. 7. Where’stheshortestwaytoPhilippinePackage? 8. How many reward points doIget forthisflight? 9. There’sacaravanonTenthAvenue. 10. Flightshavetobe canceled becauseof thewar. E.Review IntonationPatterns Check ifyoustillremember hoe threeintonationpatterns are usedby readingthe followingsentencesaloud. Usetheappropriateintonationpattern foeeach. “Youremembertheexactdates,don’tyou? “I’llget thetickets foryou.” “Is thistheway toExit B?” Dowehavetofillout the DepartureFormnow? “Is it theblueoneorthe whiteone?” “Whichseat doyou prefer–aisleor window?” 34 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 37. Note: Thefirst pairofsentences isan exampleofrisingandfallingintonation. The first oneisatagquestion andthesecondoneisasimplestatement. Thesecondpairofsentenceisanexampleof fallingintonationpattern. Questions ofthiskindareanswerableby yesor no. Thelast pairof sentences isan exampleofcircumflexintonation. Theyare statements that indicatechoices. F. IntonationPatternExercises Exercise:Identify theintonationpatterns inthe followingsentences. WriteFforfalling, C forcircumflex,andR forrisingintonationontheblankbefore thenumber. 1.TakethenewPNR train to Bicutan. 2. Haven’t wemet before? 3.Let’sgotothecounternow,shall we? 4.Doyouenjoy skiingordriving? 5.Thisvacationpackageis unreasonably expressive. 6.Is your child oldenoughtotravel? 7.Youdidn’t noticethewarning signat thelobby,did you? 8.Are youtakingthecruisewithyourwholefamily? 9.Is it economy orbusinessclass? 10. Do wegetourtickets now? 11.Thestewards at PAL101areveryfriendlyandaccommodating. 12.Wouldyoulikecoffeeor tea? 13.Canwetakea bus tothedowntownarea? 14. Didyougetadiscount ornot? 15.Is that placein New HampshireorRhodeIsland? COMMUNICATIVE FUNCTIONS A. Exercise:Practicereading the dialoguein Prepare toSpeak withapartner.Pay attention tothe commonexpressions used toconfirmandtoexpress gratitude. B. Techniques Use thefollowingexpressions tomakeconfirmations: “Would you likethat orsomethingelse,sir?” “That’s fairenough,isn’tit?” “Letmerun through thearrangements,sir.” “Did youget allthedetails, sir?” “Anything elseI canhelp youwith?” 35 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 38. Usethefollowingexpressions toexpress yourgratitude: “You’resuch abighelp.” “Thank youverymuch.” “My pleasure,sir/ma’am.” C. MorePractice:Canyou dothelist? Canyouaddmoretoletter‘B’above? Makingconfirmations Expressinggratitude D. Vocabulary andIdioms Exercise 1:Gooverthe dialogueagain. Canyouidentify someof theidiomatic expressionsused? Doyouknow whattheymean? Listdowntheidiomsyoufoundin the textandexplaininyourownwordstheirmeaning. Idioms usedin‘Prepare toSpeak’ Possiblemeaning Exercise 2:Completethedialoguebelow withtheappropriatevocabularyandidiomatic expressionsfromthebox: adamant slipped Pay for surcharge Moneyback Frthelongest time Mix up Regular Comingup A: Car Rentals,Patrickspeaking. How mayI helpyou? B: This isMr. Jackson. I’mafraid there’sbeena andI’dliketo clear thematterassoonaspossible. A: Whatseemstobethetrouble? B: 36 Aweek ago,I rented asmallCivic economycarfromyourairport office,somy son,who wasarrivingthe followingday coulduseit.TheagenttheretoldmeI MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 39. could havethecarat $25aday, included. Whenmyson returned the caryesterday,theagent was thathepay$30plus50 centsa mile. My son paid thesurcharge,butIthink that wasn’tfair. I deservemymoney back, don’tI? A: Was hethesameagentyoutalked to? B: Probably. A:I see. Now Iknow what theproblemis.Thattimeyourentedthe carwas thelast day of ormileagediscount foreconomy cars. Charges for carsused thefollowing day reverted totheregularrate. B: Inthat case,youragent should havemadeitcleartome.I’vebeenrentingcars fromyourcompany ,andthisisnowaytotreata customer. A: Indeed,I’m verysorry about that,Mr. Jackson. You’reright;theagentshould’ve informed you. Thediscount nolongercovered cars used thefollowing day. B: That must’ve hismind. A: I seenoreason whyyoushould thismistake.Pleasesendme thebillandyourreceiptof payment,and I’ll see toit that yougetyour . B: that’s very considerateofyou,Patrick. Thanks. A: Don’tmention it. Customersatisfactionisourmainconcern. By theway,incase you’reinterested,wehavemileagediscountsformiddle-sizedandluxurycars nextweek. B: I’ll let youknow. Thank you. Bye. A: Our pleasure,Mr.Jackson. Bye. GRAMMAR A. QuestionWords, Yes/NoQuestions,TagQuestions Goover thetwo dialoguesin thislesson.Underlinethe questionwords, yes/no questions,andtagquestions usedinthetext. 37 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 40. B. Review Doyoustillrecallhowthe differentkinds ofquestions are used? Writeashort dialogue giventhefollowingsituationsusingtagquestion words, yes/noquestions,and/ortag questions. Situation 1:it’syourfirst day on acall centerworkand you already encounteranirate client. The clientdoesnothavemostof theinformation you havetogetfrom him/herin ordertoprocesstherequest. What kindof questions are yougoingtoasktoget the information? Situation 2:youare on thelastday of yourtrainingsessions.Thetrainerencouragesall participants toask questions forclarificationorfurtherexplanation. Whatkindof questionsareyoulikely toask tomakesureyouare prepared foryourjobafter the training? APPLY THE SKILLS A. Situation 1. Aclientcallstoenquireaboutcarrentals. Onordinary days,yourcars cost$20,$30, $40forsmall,medium,andlargesizes,respectively. Theprices areinclusiveof per day insurance,tax, andmileage,except forgas.Youalsodoinclusiveweekend arrangementsat $29,$39,$49. 2. AclientonholidayinLasVegascallstohireacar. He’slikeasmall carfor the weekend. Hecallsyouragency toseewhatyoucanoffer.Thetotal cost,without gas,shouldbe$40. 3. Aclientmakesanurgent call toask youtosentacarat theairport,whichisjusta kilometeraway fromyourcompany. There’snoavailablesmallor compact car.You wanttoclinchthedealsoyoutrytoconvinceherthatamedium-sizedonewould do. Whatwouldyousayforher toagree withyoursuggestion? Discuss in5minutesyour planforyour personal development anditseffectto yourself,company, family,andcommunity/clients.Copy this andsubmittheresultofyour assessmenttotheteacher: SPEAKING ASSESSMENT FORM Day3: 38 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 41. Thecruisestaffdepartment&Reservations Name of Speaker: Name of Assessor: Topic: Date: How do you rate yourself? Grade: NI, Good, Very Good, Excellent Your accent Your paralinguistic standard – eyes, arm movement, head-sway, pacing. Your sentences? Member’s/partner’s impression Write your short 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? B. Teacherfeedback Criteria: Spontaneity Probabilityof thesituation Correct useofvocabulary andexpressions incontext Correct productionofvowelsounds 39 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 42. Correct useofintonation patterns Accuracy intheuseof the differentkinds ofquestions --------------------------------------------------endof Day5-------------------------------------------------- Day6 Conversationwarm-up,long-turn,judgment,and opinionmakingwithgrammarfocus OBJECTIVES 1. Toacquirestrategiesforsmall talkandfillersfordeadair 2. Toproduce / /and/a/ soundsandpronounce words with correct wordstress 3. To mastersubject-verbagreementrules 40 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 43. ------------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK Dialogue A: Hi, _! I heard you’releavingfor theUS. B: Yeah. How’dyouknow aboutit? A: Ofcourse,fromthegrapevine! B: It’sstillhush-hush until theformalannouncement. A: C’montellme. My lips aresealed. Trustme. B: My Unit Headrecommendedmeforfurthertrainingat the HeadOfficeinFlorida., and I’m goingtobeaway forthreemonths. A: Lucky foryou!What willyoubetrainingfor? B: Public Relations. A: Ohmy, isn’t thatwonderful?!Congratulations! B: thanks. I’m quitethrilled,thoughI can hardly believethat among theshortlisted,I was chosen. A: You’re theperson forthejob and the Board knew that. B: A: B: A: That’squit flattering. But,youknow thenews cameonsuchshort noticethatIhaveto getmy visathis week andalsomy things in twodays’ time. Good it’s stillsummerthere. Mostof my clotheswill do. Otherwise, packingwould beimpossible. How canI beofhelp?Justtellme. So far,everythingisfallinginto place. Thanks, anyway, I havetogetgoingnow. My interview for thevisais atthree0’clock this afternoon. Okay, go!Goodluck! A. Pronunciation Directions:Goover the textagain.Listdownsomeof thewords thatrepresent the/ / and/a/sounds inthetext. Writeyouranswersinthebox. / /sound /a/ sound B. Practiceby sayingthe followingaloud: 41 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 44. / / 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 tostay calmbutI justcan’t helpgetting upsetnow. 2. In NewYork are weallowedto wearthatkindof attireintheoffice? 3. Didyounotice thesharpcurvealongMainStreet? 4. ThechildrenhavetogobacktoSchooleven if the familysituationisstillrough. 5. Whatkindof trouble didyourforeigngetinto? 6. I’vegot noknowledgeabout theincreaseinregistration fee. 7. I havenoqualmstakingthesubway toJersey. 8. Amongtheagents,onlyonehasreachedan outstandingmark. 9. Youjust can’t imaginethe horrorthat trip toLongIsland brought us! 10. IntheEast,it’snot enoughthat you jog every day. D. WordStress ElementofLanguageStress 1. Loudness(forceorintensity) 2. Pitch(lownessorhighness ofsound) 3. Duration (thelengthof thestressed word isgreaterthan theunstressed word) 42 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 45. Readthefollowingwords. Whichsyllablesare stressed? 1. Customs 2. Maintenance 3. Itinerary 4. Coverage 5. Cashier 6. Baggage 7. Southern 8. Transatlantic 9. Mercedes 10. Mileage Tobetteracquaint yourselfwithword stressorstress, you mustlearnhow to consult thedictionary. Two (2)KindsofStresses 1. Primary (‘) stress 2. Secondary(“) stress Somewordshaveasecondaryandprimarystresses. Example: ‘ “ “ ‘ Circumstance manifestation ‘ “ Consequence ‘ penicillin “ ‘ Evaluation “ ‘ registration “ ‘ Humanitarian “ ‘ transportation Compoundverbshaveaprimary stress onthesecondsyllablesandasecondary stress onthefirst. “ ‘ Understand 43 ‘ outdo “ ‘ overflow MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 46. E. ExerciseinWord Stress 1. Forthiscompanytosurvive,we needinnovativemarketingstrategies. 2. It’sthecompany’sobligationtooverhaultherecruitment process to betterscreen applicants. 3. Asamanager,hisreputation as anonon-sense boss precedeshim. 4. Theclassificationof thedifferent accounts depends onservicesrenderedtoclients. 5. Under whatcategory should we place thecomplaint? 6. Itisobligatory forallemployeestoget an NBI clearance. 7. Dueto unavoidable circumstances,theairportwas closed. 8. Duringtheawardingceremonies,hegot astandingovation. 9. Thesituationwassuch that hehadnochoicebut toleave. 10. Hisassociatenominatedhimforthe position. COMMUNICATIVE FUNCTIONS A. Exercises:Practice thedialoguein‘PreparetoSpeak’withapartner.Pay attention to the commonexpressionsused toengageinsmalltalks. B. Techniques/Strategies It’sstillhush-hush until… My lipsaresealed. Lucky foryou! Isn’t thatwonderful? I’m quit thrilled. That’squit flattering. I havetogetgoingnow. What doyouthink istheusualtopic of smalltalksbased on theexpressions onthe abovelist? C. Discuss Briefly:/smallTalks vs. Business/Formal Talk Whatdo you think is thebasicdifferencebetween thetwo? D. MorePractice:Canyouaddtothelist? CommonExpressionsinsmall talk 44 Equivalent Expressions inBusinessTalk MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 47. E. Vocabulary andIdioms Exercise1:Goover the dialogueagain. Canyouidentify someof theidiomatic expressionsused? Doyouknow whattheymean? Listdowntheidiomsyoufoundin the textandexplainhow youunderstandeach. Idioms usedinthedialogue Possiblemeaning Exercise2:Completethedialoguebelow withtheappropriatevocabularyandidiomatic expressionsfromthebox: Fillmein Deadair Edgy Keepmeon mytoes Nodoubt about that Actingup Moment of silence Getback A: Hi, !Nicetoseeyou. Haveaseatand onyourlatestjob experience. B: I like that. We recentlyhadaworkshoponavoiding while calling calls. The nextdaythelanguagecoordinatorcheckedour conversationwith clients. A: didn’t thatmakeyou ? B: Not really, just . A: Goodtohear that. B: There wasthisclientwholost her flight scheduleandconnectingflightitinerary. A: that’s fairly easytohandle. B: A: 45 _,butmy computergavemetrouble. whatdidyoudo? MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 48. B: A: B: Well,I kept talkingtoher, notevena _.ItoldherI was retrievingtheinformationbut my computerwas . Itwould probablytake fiveminutesorso topullup theinformation. IguessI sounded sincereshesaidshe didn’tmindwaiting. I said thank youand told her the computerwasalready runningthedata,andIwasscrollingdowntoM toget her name,andI was very close. Youseeadamnsecondofwaitingcould meana minute.SoI kepttalkingtoherand keptherinformedaboutwhatwas happening,andbefore weknew it theinformationflashedonthescreen. thatwasagoodjob.Congratulations. Well,I studied theexpressions andpracticessayingthemin front of themirror. Afterall,I wanted toimpress theCoordinator (laughs). GRAMMAR A. Subject-VerbAgreementorSVA(Part 1:Rules1-6) RULE 1:Asingularsubjectrequiresasingularverb;aphrasesubject requiresaplural verb. Example: Ellatakesthe bus to work. EllaandJohntakethebustowork. RULE 2:Titlesof books,movies,etc., always requiresasingularverb Example: Gulliver’s Travelsisonsaleat eh bookshop Caribbean CruisesisofferingbigdiscountsfortheThanksgivingHoliday. RULE 3:Amounts, distances,measurements,always requireasingularverb. Example: Fifteen milesis the distance betweenXanaduandIslandParadise. Seventy dollarsis thecar rentalfee. RULE 4:Whenbothpositiveandnegativesubjectsareinthesamesentence,theverb should takeafter thepositivesubject. Example: Thetrainers, notthe participants,are responsiblefor thematerials. RULE 5:Intervening words such as,“together with,aswellas,along with,including,” 46 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 49. etc., donotaffecttheverb Example: Thetrainingmanager,as wellastheteamleaders, hassubmittedthe monthly report. RULE 6:Theword “and” whenreferringtothesamesubject,requiresasingularverb; “and”requiresapluralverbwhenreferring to differentsubjects. Example: An old friendandmyboss areat thesameunit. Exercise:Underlinethe correct formof verb 1. CustomerServiceRepresentatives(gains,gain) meaningfulexperiencesindealing withdifferentkinds of people. 2. Thecoordinator,aswellas hersubordinate,(was,were) onherway to themain office when theManagercame. 3. That $5000profitlast week (is,are) thehighestsofar. 4. “PiratesoftheCaribbean”(has,have) been surprisingly popularamongtheyoung movieviewers. 5. I think “Romeo andJuliet”(is, are)not reallyaboutlove. 6. When we travel,my momanddadusually (pays,pay) incash. 7. (is,are) five kilometerslong? 8. Thethreecustomers,nottheagent,(was,were) theoneswhocomplained. 9. My friendandmanager (wants, want)metocomealong. 10. Theagentandtheteamleaderfinally (breaks,break) theirsilence. APPLY THE SKILLS Discuss in5minutesyour planforyour personal development anditseffectto yourself,company, family,andcommunity/clients. Copythis andsubmit theresultof your assessmenttotheteacher: SPEAKING ASSESSMENT FORM Day3: Thecruisestaffdepartment&Reservations Name of Speaker: Name of Assessor: Topic: Date: 47 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 50. How do you rate yourself? Grade: NI, Good, Very Good, Excellent Your accent Your paralinguistic standard – eyes, arm movement, head-sway, pacing. Your sentences? Member’s/partner’s impression Write your short 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? A. Simulation:Prepare a3-minuterole-play onthe followingsituations. 1. Aclientasks about discountsat 3hotels of her choicein San Francisco. Shewantsto know thepackagesthat suit herspecifications. Yourcomputerisvery slow at retrievingtheinformation,how willyoufillindeadairsothe clientwillnotget impatient? 2. Whileyouarepullingtheinformationregardinga confirmationof flightschedule, hotelbookingand carrentalof your clientfromArizona,the computersnags. Try small talk so theclient will notmind waiting. 3. Theinformationon connectingflights fromNorthCarolinatoHawaiithat theclient wants istakingtimeasyoursystemisslow. You try small talkaswellasfillers to keepyour client occupiedwhile waiting. B. FishbowlApproach Theclasswillbedividedintotwoorthreegroupsdependingthesizeofyourclass. One group willobservethe performersandtakenoteof theirstrengths and weaknesses. Eachobserverwillhavea partnertoobserve.Thenaftertheperformance,theobservers willcritiquethepartner’s strengthsandweaknessesaccordingto thecriteriaset. Afterwards,the groupswillshift roles. 48 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 51. Criteria: Spontaneityprobabilityof thesituation Correct useofvocabulary andexpressions incontext Correct productionofvowelsounds Correct useofintonation patterns Accuracy inmakingthesubject agree withitsverb Day7 Makingsuggestionswithaccentfocus OBJECTIVES 1. Topracticeexpressionsin making suggestions 2. Toproduce / u /and/ uw/ soundsandcorrect word stress 3. To mastersubject-verb-agreement (SVA) ------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK 49 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 52. A. Dialogue A: Goodmorning,Mr. Robertson. InternationalJobsTravelontheline.Sir,yourang us upafewdays agoaboutavacationpackageyouwere planningtospendin Orlando. Haveyoumadeabookingyet? B: No,um…I haven’t doneanything yet.I was abouttophoneyou,infact. A: that’s acoincidence.Let’s seenow. You wereinquiringabout 5nights in Orlando andcarrentals,weren’t you? B: Yes. NutIhadtothink about it becauseitwas bit overmybudget. A: That’swhy I called,sir. IMI Travelhascomeup withspeciallastminutepackages. Why don’t you considerouroffer?I’m sureyou’llfindone that’seasy onyour pocket. Here are ourpackages. Orlando,5nights, includes hotelaccommodations, airfare,carservice OptionA:$188with10% discount for thefirst 20bookings in2 weeks OptionB:$220 with15%discount for thenext20bookings in4 weeks Option/c:$250with10% discount forthelast 10 bookings in 5 weeks IfI makesuggestion,I’drecommendpackageA. allit requiresisthat you book for2weeks in advance.It’s very easytopaybecauseweacceptcredit cards. Would thisbefine withyou? B: Sounds allright. Book methen. A: Thank you,sir. Anythingelse? B: Nothingmore.Thanks. B. Pronunciation Directions:goover the textagain.Listdownsomeof thewords thatrepresent the/u/ and/uw/sounds in the text. Writeyouranswersin thebox. /u/sound / uw /sound C. Practice by sayingthefollowing aloud: /u/ Book Cook Foot Full Good 50 / uw / Booth Cruise Fool Group Lose MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 53. Hood Push Put Should Stood Would your Proof Prove Route Rude Rule Truth whose D. PronunciationExercises 1. My last cruiseto theCaribbeanwasfullof welcomesurprises! 2. Would youmindfollowingevenjust thebasicrules? 3. Toavoidlosingyourbaggage,makesureyouputthemallat the counter. 4. Whichroutedoyourclientsprefer? 5. Didyouvisitthe Bookish BootinLakeCity? Ithinkit’s reallygood. 6. How many groups ofEuropeans are there inyourneighborhood? 7. Youhavetopresent anyproofof purchasetoget yourprize. 8. Someagentsreallyhavetopush their customerstothelimitjust toget the truth fromthem. 9. Isn’titrudetobringourowncooked foodtotheparty? 10. I can’tleavetomorrow night becauseof myhurt foot;soI willhavetorebook my flight. E. WordStress Rules Thesearesomeof thegeneralizations aboutstress incertain groupsofwords: 1. Most words withtwosyllablesarestressed on thefirst syllable. airline Client duty baggage details eastern Booking dollars later business double local Penny Prepaid transfer western 2. Intensive-reflexivepronouns arestressed on the wordself orselves yourself herself ourselves myself himself themselves 51 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 54. 3.Numbersin–teenreceivethestress onthe word –teentodistinguishit clearly from numbersin–ty. Seventeen-seventy Eighteen-eighty Fifteen-fifty Thirteen-thirty 4. Words endingin–ical,-ion,-sion,-ic and–ityalways have their primary stress on the syllablebeforetheending. Cancellation Confirmation economic Equality exclusivity Historic Regularity satisfaction 5. Generally, whenasuffix is added toaword,the new formretainsthestress onthe samesyllableastheoriginal. Dutiful Guidance Trainable Doable happiness assignment 6. Words whichshow ashiftin useaseitheraverb or noundifferin 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,thisrulealsoappliesin two-word verbs. NOUN Make up Pickup Puton Turnover VERB Makeup Pick up Put on Turn over F. ExerciseinWordStress 1. Theinjured were broughtimmediatelytothehospital. 2. Ourrecords show that morethan70% of our clients aresatisfiedwithourservices. 3. Talented peopleare sometimesmisunderstoodassmart-alecky. 4. Doyouthinkthat ourprojections forthe comingyearare attainable? 5. Heexpressedhiscondolencestothebereaved family. 6. Wewillreapafruitfulyearif things goasexpected. 52 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 55. 7. There should beaclosecoordinationbetweenthemanagementandthepersonnel department. 8. Thecommittee onexternalaffairsmet todiscuss new policy changes. 9. Suchanadmirabletraitwill nevergounnoticed. 10. There’sasharp contrastbetweenaproactiveand reactivemanager. COMMUNICATIVE FUNCTIONS A. Exercise:Practicereading the dialoguein Prepare toSpeak withapartner.Pay attentiontothe commonexpressions used tomakeafollow-upandgivesuggestions. B. Techniques Use thefollowingexpressions tomakeafollow up: Sir,you rangusup afewdays ago… Haveyoumadea bookingyet? Youwere inquiring about… That’swhy I called,sir. Use thefollowingexpressions togivesuggestions: Why don’t you considerouroffer? If I maymakeasuggestion… Would thisbefine withyou? C. MorePractice:Canyouaddtothelist? MakingaFollow up Givingsuggestions D. Vocabulary andIdioms Exercise1:Goover the dialogueagain. Canyouidentify someof theidiomatic expressionsused? Doyouknow whattheymean? Listdowntheidiomsyoufoundin the textandexplainhow youunderstandeach. Idioms usedinthedialogue 53 Possiblemeaning MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 56. Exercise2:Completethedialoguebelow withtheappropriatevocabularyandidiomatic expressionsfromthebox Deadair Getbackto Throws back How canI put it? Is infor May soundlikeadumb question A:Marionette….uhmm… . B: Yes,are yousayingsomething? A: I was wondering if you could helpme…I’dliketoknow …uhmm…what topics make foragoodsmalltalk? B: That’san interestingquestion. AsfarasI know,wecan talk about the weather, sports,movies,andotherentertainmentnews,current events, places,or anythingsafeandinterestingtotalk about. But neveraboutpolitics,religion,and otherverypersonaltopics. Also nothingracistorsexist. A: Yes,I understand that.My problemis–howdoyouknow ifthe client somesmalltalk while waiting. B: I think thesecretisforyoutobesensitive toknow theanswers. A: This _,but could you tellmehowtogaugeaclient’sresponse. B: Listen to thetoneof hisvoice. Ifhesounds lukewarmorunfriendlyeven if he answersyourquestion, he’s notencouraging anyconversation. You betterhurry locatingtheinformation hewants. Forexample,yousay, “Niceplacetospend the weekend”and heanswers“Ohyeah” and keeps quiet. A: How doIfillin _? B: Soundsincereinsayingyou’reretrievingtheinformation heneeds,but it’s takingalonger time.Askifyoucould just callhimback. Ifheagrees,get his phonenumber.Ifhesays he’ll wait,ask for2-3minutes. Don’t keep quiet though. Say somethinglikeyou’redoing yourbesttobequick but thesystemis really slow,but assurehimyou’llsoon get there. A:Okay, thanks forthat. Letme client response. If the client sounds enthusiastic,does thatmean he’sinvitingaconversation? B: Yes,especiallyif he a questionat youafteranswering. Becareful thoughnot tooverstretchtheconversation. Onethingmore,soundsincerely enthusiastic, too. A: That soundsgreat.Thanks. B: I havetogo. See you. GRAMMAR SUBJECT-VERB AGREEMENT(Part 2:Rules7-10) 54 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 57. RULE7: “Neither…nor, neither…or”requireasingularverb,if bothsubjects aresingular.Itnot, theverb follows thesubjectclosertoit. Example: EitherJames ortheladiesarereadyfor thepresentation. Neithertheguestspeakernor thecoordinator was present. RULE8: Indefinitepronouns like“anybody, everybody, anyone,noone,each, nobody, somebody, everyone,notone,someone,every,”etc., always requireasingularverb. Example: Everyonelovesgoingto thebeach. Eachofthepackages has been disconnected. RULE9:“Few,both,several,many”always requireapluralverb. Example: Afew of themthink weshouldgoasplanned. Many of themgotothemovieson weekends andholidays. Bothhave theright to complain. RULE10:“Anumberof”requiresapluralverb;“thenumberof”requiresasingularverb. Example: Anumberof customers havealready complained. Thenumberof agentsreceivesafreevacationpackage to HongKong. Exercise:Supplythecorrectformof theverbbasedonthegiven wordin theparenthesis. 1. Neitherthepassengers northeflightsteward(be) awareofyesterday’s problem. 2. Despitehisannoying habit,nooneinthedepartment (have) calledhis attention. 3. Thenumberof applicants (expect) toget the50% discountfromlast week’s promo. 4. Severalissues(have) beenraisedatthemeeting. 5. Not oneof these choices (be) promising. 6. Forthepast weeks now,neither my customersnormy teamleader (have) complained. 7. I am pretty sure!Both(be) getting Vacation PackageB. 8. A numberofflights(have) beencanceled. 9. Eachoftheparticipants (get) a package tour toRhodeIsland. 10. Eitherthe consultant or theclients (be) makingit difficult forthe company. APPLY THE SKILLS 55 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 58. A. Simulation:Prepare a3-minuterole-play onthe followingsituations. 1. Aclientasks about severalvacationpackagesfora familyof5intheEastCoast. Give himthebestoptions soyoucan closethedealrightaway. 2. Aclientwantstobook foratwo-week honeymoonin NewMexico. Hehasalimited budget. Offerseveralpackages that are withinhis budget do he’llbeabletopick the one that hethinks isthebestchoice. 3. Acouplewants amountainhideawayfora week. Givethecaller5 choicesin the WestCoast.Seetoit thattheybooktheirchoicebeforethe callends. B. FishbowlApproach Theclasswillbedividedintotwogroups. Onegroupwillobserve theperformersand take noteof theirstrengths andweaknesses. Eachobserverwillhaveapartnerto observe.Thenafter theperformance, theobserverwillcritique thepartner’sstrengths andweaknessaccordingtothe criteriaset. Afterwards, thegroupswillshift roles. Criteria: Spontaneityprobabilityof thesituation Correct useofvocabulary andexpressions incontext Correct productionofvowelsounds Correct useofintonation patterns Accuracy inmakingthesubject agree withitsverb ----------------------------------------------Endof Day7--------------------------------------------------------------- Day8 Giving assistance and instructions OBJECTIVES 1. Topracticemoreexpressionsin giving assistance orinstructions 2. Topractice/ p/and/ f /sounds 3. Topracticepropersentence stressto showemphasis 4. To mastersubject-verb agreementrules ------------------------------------------------------------------------------------------------------------------------- 56 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 59. PREPARE TO SPEAK A. Dialogue CSR: UnitedAirlines. Thisis . How may Ihelp you? CLNT: Yeah. Ineedtoget thefastest ridefromtheChicagoAirport toJohnHancock Center. CSR: May Igetyour name,Ma’am? CLNT: ThisisVidaRitchie. CSR: What timeare youarrivingat theairport? CLNT: About9:30AM. But I have toget toHancock Centerbefore10:30. CSR: allright,Ma’am. Thefastestway togetthereisthrough theExpress Train on NorthEastLine. CLNT: wheredoItakethat? CSR: you’vegot toexit throughGateAandwalk about20metersto thewaiting lounge.Thereyou’llseea numberof slotmachines. Look forslotmachineEto getyoursinglejourney ticketto Hancock Station.Thecenterisa5minutewalk fromthestation. CLNT: Holdit!How longisit from theairport? CSR: It’llonlytakeyou 15-20 minutes. CLNT: Uh-uh. I’lltakethat.You’reabighelp.Thanks. CSR: My pleasure,Ma’am.Hopeyouenjoy yourtrip. B. Pronunciation Directions:Goover the textagain.Listdownsomeof thewords thatrepresent the /p/ and/f/soundsin thetext. Writeyouranswersinthebox. /p/Sounds /f /sound C. Practiceby sayingthe following: /p/ Appeal Beep Cop Deepen 57 /f / Affair Beef Cough Deafen MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 60. 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 customersarenotwilling toget thelatestpairof Fairmountshoeswithout the 50% discount. 2. I needtogeta phonecall toPony Island. 3. TheTeamLeadercouldn’thelpbutlaugh when shesaw my wild pink laptop. 4. Doyouthink wecanmakeit to thenext phasein thetrainingconsideringourpace? 5. Everyonehastowear the bluepin toseethedolphin show. 6. Oneof the cops could notaccompany the customertothehospitalbecauseof his severecough. 7. TheManager hasexpressedtheneed of thecompany isbeef upits shares. 8. Whileon theCinetrain,pleasedon’tforgettoput yourfeet underyourshoes. 9. I’d definitely gotothefanfareonFriday. 10. Morethan fifty guestsexpressed theirdesire tobeat theeveningaffairtomorrow. E. SentenceStress:thegeneralruleisthatcontent words arestressedand functionwords arenotstressedunless thespeakerwants togivespecialemphasistothem. Content Words 1. 2. 3. 4. 5. 6. Nouns Verbs Adjectives Adverbs Demonstratives Interrogatives FunctionWords 1. 2. 3. 4. 58 Articles Prepositions PersonalPronouns Possessiveadjectives MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 61. 5. 6. 7. 8. Relativepronouns Commonconjunctions:and,but,yet,so ThewordONEwhenusedaspronoun AuxiliaryVerbs andLinkingVerbs However,when theseare usedat theendof thesentence,theyarestressed. Example: A: Thisiswrong. B: Itiscorrect. Iknow itis. Andwhen theyare usedintagquestions: Example: Youdid notmakeareservation,didyou? Youaretaking aholiday,aren’t you? F. ExerciseinSentenceStress Readthefollowingshortdialogues. Takenoteof thesentencestress A: Hey, didyousayyouarequitting? B: Idid. Why?What’s wrong withquitting? A: Only cowards are quitters. B: Only foolsdon’tchangetheirminds. A: You’reafool, aren’t you? B: You’reacoward,quitter! COMMUNICATIVE FUNCTIONS A. Exercise:PracticethedialogueinPreparetoSpeak withapartner.Pay attentiontothe commonexpressions usedtorespondtoacustomerwhoasksforassistance.Observe theproper way of givinginstructions. B. Techniques: Use thefollowingexpressions torespondtoacustomer whoasksforassistance: “What timeareyou arriving…?” “Thefastestwaytoget there is…” “It’lltakeabout…minutes.” Use thefollowingexpressions togiveinstructions: 59 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 62. “You’vetoexit through…” “Walk about meters…” “Look for…” C. Morepractice:Canyouaddtothelist? Respondingtoa customeraskingfor assistance Givinginstructions D. Vocabulary andIdioms Exercise1:goover thedialoguebox again. Canyouidentify someof theidiomatic expressionsused? Doyouknow whattheymean? Listdowntheidiomsyoufoundin the textandexplainhow youunderstandeach. Idioms Used in theDialogue PossibleMeaning Exercise2:Completethedialoguebelow withtheappropriatevocabularyandIdiomatic expressionsfromthebox. hurdles Onme Runinto Allears Got downtobusiness Went to that length A: Hey,goodtoseeyou,Brooke!How haveyou been? shrugged Baptismof fire B: Samehere,Marionette.Well,I’m okay. Talkingof mentaltelepathy, I was wishing I’d you today. A: Really? Me,too.Yousee,last timeI wanted totalk moreabout fillersanddead air but time wasshort. B: it’s allright. I’mrelievedI didn’t havemy thefirst timeI was onboard. IguessI did finally fairly wellbecauseI was abletodeal withthe clients without any hassle. Congratulations. You theacidtest. B: I A: wouldn’t havemadeitwithoutyourhelp. 60 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 63. A: Whatwould youlike toorder? B: No,order what you want. It’s _. A: There arestillsomethings I’dliketodiscuss with you–somerealizationswhileI wastakingcalls. B: I’m .Tellme. A: I realizedthatclient-callagent communicationwaseasy becauseI was relaxed andIwasmyself. Ialsolistenedcarefullyforinformation that couldkeep the conversationgoing. Guess what,I was conversant onsmalltalktopics becauseI spent lots of timereadingandwatchingAmericansitcoms toget myself accustomed tothe accent. B: A: You _? You’remarvelous! Iftheclient didn’trespond tomy question,Ididn’ttakeit personally, soIdidn’t feelbad.I just myshouldersand _.I was friendly,and accommodating. B: I bet thenexttimeyou goon board,you’reaveteran. A: Not really,butmoreconfident. B: Givemefive. GRAMMAR SUBJECT-VERB AGREEMENT(Part3:Rules11-14) RULE11:Massnouns like“water,air,wind,fire,space”requireasingularverb. Example:Windblows strongerinMidwest. Spaceismaximized in anairplane. RULE12:Collectivenouns like“family,army,orchestra,crow,audience,herd,flock, team, convoy, staff”requireasingularverb if they are takenawholeorcollectively, and pluralwhen theindividualmembersarethought ofasactingseparately. Example: Myfamilyisleaving forTallahasseenextmonth. Myfamilyaregoingontheirseparateways toexploretheplace. RULE13: Some commonandproper nounsendingin–sincluding–ics aresingularandtakea singularverb. Example: Nonews isgoodnews. 61 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 64. Thisseriesof exhibits is fascinating. RULE14: Nounsoccurringin setsof 2takethesingularform whenthe word pairispresent,but theytakethepluralform when thepairisabsentregardlessof whetherone pairormoreis beingreferredto. Example: ApairofleathershoesiswhatIneedtogetonthistrip. My onlyblackleather shoesareoldnow. Exercise 1. A: What (does,do) yourfamily plan todo thissummer? B: Myparents (plan,plans) togotoFlorida. 2. A: What kindof news (is,are) that? B: I know it’sterrible! Ithink theinformation (has,have) beentampered with. 3. A: How much(is,are)apairof Guccisunglasses nowadays. B: It’sratherexpensivenow. Why (doesn’t,don’t)youwait tillthesaleseason? 4. A: Why (does,do)everybody seemagitated? B: I think somespace(is,are) whatweallneedright now. 5. A: Why (is,are)theaudiencecomplaining? B: Well,thewholeteam (hasn’t,haven’t) arrivedyet. APPLY THE SKILLS A. Simulation:Prepare a3-minuteroleplay onthe followingsituations: 1. Aclientisarrivingat theairportoneandahalf hoursbeforehisscheduledlecturein a university. Hehastoarriveat theplaceatleast 30minutesearliersohe canstill composehimself,aside fromcheckingthevenueandthenecessary visualaids. Give himtheshortest routeorride totheuniversity. 2. AclientfromPhiladelphialost hisplaneticketandasks howhecould geta new one. Theticketispartof his3-nightvacationpackageIHoliday InnSouthBeachResort in Miami. 3. Aclientwantstobook for threenights at theMiyakoHotelLos Angeles. Heisasking foeseveralpackages. Suggestthebestoption. Once he decidestobook,ask ifhe couldguaranteehisreservation withacredit card. B. FishbowlApproach Theclasswillbedividedintotwogroups. Onegroupwillobserve theperformersand take noteof theirstrengths andweaknesses. Eachobserverwillhaveapartnerto 62 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 65. observe.Thenafter theperformance, theobserverswillcritique thepartner’sstrengths andweaknessesaccordingtothe criteria set.Afterwards, thegroups willshift roles. Criteria: Spontaneityprobabilityof thesituation Correct useofvocabulary andexpressions incontext Correct productionofvowelsounds Correct useofintonation patterns Accuracy inmakingthesubject agree withitsverb ----------------------------------------------Endof Day8--------------------------------------------------------------- Day9 GivingAssistanceandhandlingquerieswithaccentand grammarfocus OBJECTIVES 1. Touseexpressionsingiving assistanceandhandling direct flights. 2. Topractice/ b/and/ v / sounds 3. Toemphasizea particularidea within a sentenceusing properintonation and stress 63 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 66. 4. To mastersubject-verb agreementrules ------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. Dialogue–DirectFlights CSR: MapleAirline.ThisisJane.CanIhelp you? CLNT: yes, please.Doyouhavea directflight fromSeattle to Memphis? CSR: Letme check that foryou,sir.Doyoumindgivingmeamoment? CLNT: Not at all. CSR: whenareyouleaving,sir? CLNT: Onthe18thof thismonth. CSR: we haveonedirectflight onthat day, sir.What timeare youleaving? CLNT: is thatflightavailablein themorning? I plantoleavearoundeight. CSR: Oh,I’m sorry,sir,butit’snot. Ouronly direct flightisthelast flight for theday, whichisat eleventwenty in theevening. CLNT: I see.Ohwell,I think I’llhavetocheck withanotherairline then.Thanks foryour help anyway. CSR: You’re welcome. B. Pronunciation Directions:Goover the textagain.Listdownsomeof thewords thatrepresent the/b/ and/v/sounds in thetext. Writeyouranswersinthebox. /b/Sounds /v / sound C. Practiceby sayingthe following: /b/ Ban Bane Beer Best Bet Biking Boys robe 64 / fv/ Rove Vain Van Veer Vest Vet Viking voice MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 67. D. Pronunciation Exercises 1. I bet yourvet isbetterthanmine. 2. Don’tveeraway fromtheconversation. Youmustexplainwhy you have to takebeer every morning. 3. I believemy vanity isa banerather thanaboon. 4. My momusedtotellmehow shemet aninterestingVikingwhilebikingthevillage. 5. Themembersof theSanDiegoBoy’s Choirgot themostangelic voices Ihaveever heard. 6. InVienna, hugevansarebanned on weekends. 7. Doyouhappen to knowwheretoget thebest pieceof vest? 8. I wouldliketospendmynextvacation closetoabay upnorth. 9. Didyouseethebeautifulvivacious customer wehadlast week? 10. A V-neck would bebest foryourbodytype. E. IntonationandStress In normalspeech,intonation isnot onlymadeat theendof thesentence,but also within thesentence.Thisiscallednowd]finalintonation. Thevoicerisesonastressedcontentwordoraspecialized function word toemphasize a particularideaother thanthe wordat theendofthesentence.Thisgenerally happens insentencesshowingcomparisonsandcontrasts,incompoundsentencesshowing comparisonsandcontrasts, in compoundsentences,andin complexsentences. Examples: 1. Comparisons Usingamobile phoneismoreconvenient than usingalandline. Incomparisons and contrasts, theidea comparedorcontradictedrequiresarisein pitch (themusicaltone withwhichwepronouncethestressed syllable)toshow emphasis. 2. Compoundsentences Thefirst sentenceendswitharising-fallingpattern. Thesecondunit observes the ruleof thefinalintonation. 65 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 68. “Let’stakethepackagetour;it’s cheap.” 3. Complexsentence:Conditionals “Ifyou book now,you’llgeta30% rebate.” F. ExerciseinIntonationandStress 1. Eachclass takesfivehours,and there are five classesaweek. 2. Theclient wantstorebook her flight,butsherefusestopay extra charge. 3. AreyougoingtoDenverorAspen? 4. Has the clientagreed topay thepenalty chargeor not? 5. Is yourflighttonight or tomorrow? 6. Willyoumeetyourfriendordoyouprefertogohome? 7. Lisaspeaks morefluentlythanIdo. 8. Karencantypefaster thanAna. 9. It’smoreeconomicaltohirealocalthananexpert. 10. I’ll booktheroom,but pleasehold it until11 tonight. COMMUNICATIVE FUNCTIONS A. Exercises:PracticereadingthedialogueinPrepare toSpeak withapartner. Pay attention to thecommonexpressionsused togiveassistance toclient’s inquiries. B. Techniques:use thefollowingexpressions togiveassistancetoclient’sinquiries. “Letmecheckthat…” “When areyouleaving,sir?” “Oh,I’m sorry, sir,butit’s not.” C. Morepractice:Canyouaddtothelist? Givingassistance toClient’s inquiries D. Vocabulary andIdioms 66 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 69. Exercise1:Goover the dialogueagain. Canyouidentify someof theidiomatic expressionsused? Doyouknow whattheymean? Listdowntheidiomsyoufoundin the textandexplainhow youunderstandeach. Idioms Used in theDialogue PossibleMeaning Exercise2:Completethedialoguebelow withtheappropriatevocabularyandidiomatic expressionsfromthebox: Tricks of thetable Pretty occupied Bettersaid than done A: Put apremiumon Theins andouts Wrap up Excuseme, havewemetbefore? B: youlookfamiliar A: May I joinyou? B: Sure,whynot? A: Youseem . By the way, I’m Mike. B: Pleased tomeetyou,Mike.I’m _. A: Nice nameforapretty lady, huh? B: Thank you. Ifyou’llexcuseme,Iwant tofinishmy notes. A: Notes? Oh,sorry. Goon withwhat you’redoing. B: I’m learningthe . A: Huh,whatdoyoumean? B: I just cameout of aworkshoponCustomerService. A: Now I remember,wemet duringtheorientation. You’refromtheTravel Account. B: 67 Youwere sayingawhileago,you werelearning… MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 70. B: Thetricks of thetrade of beingaCustomer Service Representative. A: Youknow American clients efficiency. Actually, I’mlisting down someimportant points toremember. B: A: Good,Isaw you. Ineedthat,too. OK, efficiency means givingyour clientstheaccurateinformationthey needat theshortest possibletime possible.It’sassuring thatwhilethey’re waiting, we’re processingdata. It’snotleaving amoment of idlesilence.This is whereSMALL TALKofFILLERS comein.oncetheinformationisready, we our SMALLTALKandFILLERSandlead theclient to theinformation at hand. B: Always . A: Yeah,that’s why wehave to work on it. GRAMMAR Subject-VerbAgreement(Part4:Rules15-20) RULE15: Fractionsandpercentages takethesingularform when theymodify amass nounand theplural formwhen theymodifya pluralnoun;eitherthesingularorthepluralmay beused when they modifyacollectivenoun. Example: Mass–Fiftypercent of theclients aresatisfiedwithourservices. Plural-Twothirds of the clients aresatisfiedwithourservices. Collective- Ninetypercentof thepopulation(is/are) Christians. RULE16: Confusionwith“majority” and“minority”–theyhavethreerelated butslightlydifferent meanings A. Anabstractorgeneric meaningthat referstosuperiorityof numbers, thereference canbe human/non-human,but thenumberisalways singular. Example:Thegreat majority isinfavorof the30% percent discount. 68 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 71. B. Aspecificmeaningwhereoneortwoormoresets hasa numericalplurality (majority)ornumericalinferiority (minority), theexamplesmakereferences to politicalparties,andgrammatically theseare the collectivesand can beeither singularorplural. Example:Themajoritywas/weredeterminedtogetarefundofits/theiradvance payment C. Aspecific meaningwheremost (majority)orlessthanhalf(minority)of an explicit setof persons isbeingreferredto,theS-Vagreement isalways plural. Example:Amajority of theagentsare promotedevery year. Themajority of Democrats areopposed tothatadditionalofficialholiday. RULE17: Theuseof “none,all,each,every”.“None”means“notone”,andwhennonereferstoamass noun,theinflectionissingular. Example:Noneof theinformation isaccurate. Butwhen“none”refers toapluralnoun eithersingularorpluralinflection may beused. Example:Noneof thecustomers(like/likes)theagent. Noneofthoseproductionmanagers (was/were) informed. Ifthenoun that“all”modifiesis amass noun.Subject,then S-Vagreementissingular. Example:All(of the water)in theMidlandisstillcrystalblue. If“all”modifiesacountablepluralsubject noun,S-Vagreementisplural. Example:All(of the) customersare satisfied. “Each” or“Every (one)”–when thequantified subject nounissingular,theS-Vagreementis always singular. Example:Every participantwasgivenahandbook. Evenwiththeseexamples Example:Eachof theexampleswasrelevant. Everyoneof theseathletesgets areward from thePresident 69 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 72. RULE18: Proximity rule Example:There isamanagerandtwoteamleadersin theconferenceroom. There are twoteamleadersandamanagerintheconferenceroom. RULE19: Relative– clauseantecedents Example:Leahis oneof the few employees whohavebeenin thecompanyfor morethanten years. Sheisoneof thebest agentsthat haveeverworkedto thiscompany. I amoneof theteamleaderswhomanageagroupof more than thirty agentsinthis company. RULE20: When aclause functionsasasubject,theS-Vagreementissingularregardlessof anyplural nounphrasesthat occuras partof thesubjectclauseor theverb phrase. Example:That theagentsclamor forasalary increasedoesn’t surpriseme. Whatcustomerswant is amoreaffordablepackage tour. Exercise: 1. Only twenty fivepercent of thepackage(has, have) beenpaid. 2. Why (doesn’tdon’t)theagents get theinformationfromtheirTeam Leaders? 3. How muchof the company population(is, are) coming? 4. Only amajorityofagents (has/have) submitted theirmonthly report. 5. Noneofthenews about the cancellation of flights (is,are) true. 6. I guessthere (has,have) beenamistakeinthememoI receivedyesterday. 7. At the computerstation(is,are) thefilesthemanager hasbeenlookingfor. 8. Every customerinthiscompany (is,are) ourpriority. 9. Rogerisoneof thetrainers who(comes,come) really prepared. 70 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 73. 10. What thecompanyoffers the clients (is,are) a20% off onselecteditems. APPLY THE SKILLS A. Simulation:Prepare a3-minuterole-play onthe followingsituations: 1. Aclientcallsabout direct flightsfrom Honolulu toFrance.Shewants toknow what’s available.Includeairfare rates. 2. Aclientwantstoknow about direct flightsfromLos AngelestoFlorida. Sheisalso askingabout discounts. 3. Aclientisaskingabout thescheduleof direct flightsfromChicagotoLondon. Sheis askingif theticket isrefundableincaseshebookstwoweeks earlierthen the departuredate. B. FishbowlApproach Theclasswillbedividedintotwogroups. Onegroupwillobserve theperformersand take noteof theirstrengths andweaknesses. Eachobserverwillhaveapartnerto observe.Thenafter theperformance, theobserverswillcritique thepartners’strengths andweaknessesaccordingtothe criteria set.Afterwards, thegroups willshift roles. ASSESSMENT Spontaneityprobabilityof thesituation Correct useofvocabulary andexpressions incontext Correct productionofvowelsounds Correct useofintonation patterns Accuracy inmakingthesubject agree withitsverb ----------------------------------------------Endof Day8------------------------------------------------------ 71 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 74. Day10 GivingSpecial Offerswith accent and grammarfocus OBJECTIVES 1. Topracticeexpressionsin giving specialoffersanddiscounts 2. Toproduce / p /and / b / sounds 3. Toreviewcorrect wordstress, sentencestress,andintonation patterns 4. Toreview subject-verb agreement (SVA)rules ------------------------------------------------------------------------------------------------------------------------- 72 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 75. PREPARE TO SPEAK A. Dialogue– BookingCruise CLNT: 1-800-672-7485 Agent: CanadianImmigrationServices. Goodmorning. Thisis . How mayIhelp you? CLNT: I’dliketobookfora four-day cruisetotheCaribbean. Agent:Is it theRoyal CaribbeanortheCelebrity Cruise? CLNT: Royal Caribbean. Agent:That’svery timelyforour discount offers. CLNT: Couldyoutellmeabout that? Agent:Yes,ofcourse.Ifyoubook any Royal orCelebrityCruisein thenexttwomore weeks, you’llreceiveafreehotelvacation,whichincludes3days and 2nights. CLNT: Sounds good,huh? Book methen. Agent:Ma’am,toqualifythepackagecruise,youhavetoget the$2000/cabinorgreater andshould bepaidin full withaMastercardin thenext threedays. CLNT: Uh-uh. Canthat befor two? I wanttotakealongmy husband? Agent:Definitely,ma’am. CLNT: That’ssettled. Agent:Thank youforcalling. Enjoy yourcruise. B. Pronunciation Directions:Goover the textagain.Listdownsomeof thewords thatrepresent the/p/ and/b/soundsin the text. Writeyouranswersinthebox. /p/ /b/ C. Practiceby sayingthe followingwords aloud /p/ Pin Pad Tap Lapel Repay Pill Repel Cup Lap Stop 73 /b/ Bin Bad Tab Label Rebate Bill Rebel Cub Lab Stab MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 76. Top Pack pest Tub Back best D. Pronunciation Exercises 1. Let’s stop bythelab beforegoinghometoday, shallwe? 2. Ourmanagerstays at themostexpensivepad inthe city. 3. My parents camebackfromEurope withahuge packofchocolates. 4. How muchwasyourbill forthat cupof coffee? 5. Thecustomer hasrequested toustoprovidea binforgreentea. 6. My customeristhefamous producerof thebest pesticidein thecountry. 7. How muchdidthecompany payforyourrebate? 8. Thegrandopeningforthe tourof BigBenisset onFriday. 9. Theagents have toask thecustomerstostopcollectingtoomany stubsfor free meal. 10. TheTeamLeadersasked theagentstolabelthetopoftheirdesksforidentification. E. Review :Word Stress, SentenceStress andIntonation Mother: Areyou callinginsick today? Daughter: Yes. Mother:Willyoucallyourbossyourself,orI’lldoit foryou? Daughter: Thanks,Ma. But it’sbetterif I doitmyself. Mother: I think so,too. Bettercallnow,andthen stay inbed. Anounceof preventionisbetter than apoundofcure. Daughter: This isnothing serious. You don’t havetoworrytoomuch,mom. Mother: Ok,juststay in bed. COMMUNICATIVE FUNCTIONS A. Exercise:Practicereading the dialoguein Prepare toSpeak withapartner.Pay attentionto thecommonexpressionsused toofferaproduct orservicetotheclient. 74 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 77. B. Technique:Usethefollowingexpressions tooffera product orserviceto theclient: “That’s verytimelyfor…” “Ifyou book any…you’ll receive…” “Ma’am,to qualify and get thepackage,you havetobe…” “This should bepaid in/through…” C. Morepractice:Canyouaddtothelist? Expressionsusedtooffera product orserviceto theclient D. Vocabulary andIdioms Exercise1:Goover the dialogueagain. Canyouidentify someof theidiomatic expressionsused? Doyouknow whattheymean? Listdowntheidiomsyoufoundin the textandexplainhow youunderstandeach. Idioms Used in theDialogue PossibleMeaning Exercise2:Completethedialoguebelow withtheappropriatevocabularyandidiomatic expressionsfromthebox: nosy Getused to sparingly Breathingspace profitable Summingup A: Hey, Marionette!Our _.Still busy? B: Tooabsorbed in Pathscrossed again Graveyardshift Hi, Mike.Yeah,thisisthelast day ofourworkshop. A: Youcanhavesome now. Onlytosomeextent,becausestarting nextweek,I’ll beon the _. B: You’ll it,justasI did. A: Yeah,you’reright. B: What arewriting? WhenI saw you,you were whateveryou’redoing. A: I’m themainpoints ofthe workshop. 75 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 78. B: Andwhatisit this time? A: You’re kindof ,huh?Just kidding. B: Not really, justinterested. A: Ways toavoidmisunderstanding. Firstistorestart what theclientsaid. Another is toask forarepetitionifyou didn’tcatchwhathemeant. This should bedone thoughbecauseitmight givethe client theimpression thatyouweren’t attentive.Nextistoaskformoreinformation. Then,youcan haveacombination of thefirst three.Lastly,check ifthe clienthasnothingelseleft tosay. B: Youdefinitelyremember well,huh? Thishasbeen day forme. Seeyouaround. A: Bye. Till nexttime. GRAMMAR Exercise1:Subject-verb agreement(Review:Rules 1-20) Check ifyoustillremember theSVArules. Read thedialoguebelow andencirclethe correct formof theverbinthesentence. A: B: A: Canadian Immigration Services. Goodmorning. Thisis . HowmayI help you? I amlookingforaveryaffordablevacationpackage to Hawaii. Doyouhave anythingbetween$300-$500right now? There (1.is, are)threedifferentpackagesat themoment,ma’am. Would you likemetogoover them foryou? B: Sure. A: Ourcheapest packageisthe$330inclusiveof airfare,economy,hotel accommodations,1room, doubleoccupancy, and breakfast.Thispackage(2.is, are)for3 daysand2nights. B: That soundsgood!ButI’dliketohear therest. 76 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 79. A: Ma’am,wealsohavea$400packagewhichisalso for3days and 3nights. This (3.includes,include)airfare,economy,hotelaccommodations,oneroom for doubleoccupancy,withbreakfast,lunchanddinner. B: Uh-huh. How about thelastone? A: Thethirdone(4.costs,cost)$500for4days and3 nights, includingairfare, economy,hotelaccommodations, singlefordoubleoccupancy and transportationservices.Whichone(5.Sounds,sound) reasonable foryou? B: Well,I findit tough todecidenow. Doyouhaveany suggestions? A: Actually, majorityof our customers(6.gets, get)the$500packagewith transportationservices becauseinHawaii,gettingatransportationservice(7.is, are)ratherexpensive. B: Is thatso? Until when isthispromoeffective? I think I stillhavetotalktomy husbandabout it. A: Thepackages(8.Is, are)only gooduntilnextweek,andthenIhaveto tellyou thatthis$500 package(9.has,have)only 3moreslotstogo.SoI really cannot assureyouthat thiswillstillbeavailablewhen youcall. B: That’sok. But I’malsoin a tight budget now. A: Ok,ma’amour company(10.is,are)always here tohelp you. Callusback anytime.We’llbehappy toserveyouagain. B: Thank youvery much. I’lldefinitely callback. A: Thank youforcallingTravelLinks. Haveaniceday. Bye. APPLY THE SKILLS A. Simulation:Prepare a3-minuterole-play onthe followingsituations. 1. Acouplecallsaskingaboutafour-day cruisetotheBahamas insummer. Give them threedifferentrates fromthreeshippinglines. 2. Aman inquiresabout aThanksgivingcruisein New Orleans. Givehimdiscounted rates. 3. Awould-be-husbandwouldliketobook atwo-week honeymooncruisetothe Caribbean. Hecan affordtospendextravagantly sogivehimthebest package anddiscusstermsof payment byVISA/MasterCard. B. FishbowlApproach Theclasswillbedividedintotwogroups. Onegroupwillobserve theperformersand take noteof theirstrengths andweaknesses. Eachobserverwillhaveapartnerto 77 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 80. observe.Thenafter theperformance, theobserverswillcritique thepartners’ strengths and weaknessesaccordingto thecriteriaset. Afterwards,thegroups will shift roles. ASSESSMENT Spontaneity Probabilityof thesituation Correct useofvocabulary andexpressions incontext Correct productionofvowelsounds Correct useofintonation patterns Accuracy inmakingthesubject agree withitsverb ----------------------------------------------Endof Day10---------------------------------------------------- Day11 Giving Options/Verb Tenses OBJECTIVES 1. Topracticeexpressionsin giving options 2. Toproduce the/k/and/ g / consonant sounds 3. Toimproveone’srhythm ofspeechthroughproperphrasing 4. Toreviewthedifferent formsandfunctions of verb tenses ------------------------------------------------------------------------------------------------------------------------- 78 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 81. PREPARE TO SPEAK A. Dialogue A: Thank youforcallingCICTRavel. ThisisKenneth.May Ihelp you? B: I needadirectflight toHouston. What doyouhaveavailable? A: I’m checking tosee what’s available…Okay, IfoundoneonCargoAirfor$417, direct flight. B: No,way!That’s unreasonable.Givemesomeotheroptions. A: Okay, sir.I’ll check with otherairlines. Would youmind holding? B: Good. Idon’tmind waiting. A: There are threeotherflightsfromSan Francisco toHouston.Pleasetake noteof theseflightsand therates: ContinentalAirlines: 1. Depart 12:33PM Arrive6:06PM Direct Flight:$346 SanFrancisco,CA Houston,TX 2. Depart 6:30AM Arrive12:14PM SanFrancisco,CA Houston,TX UnitedAirlines: 3. Depart 11:16AM Arrive5:06PM Direct Flight:$346 SanFrancisco,CA Houston,TX B: Thepriceisthesame.I’lltaketheUnited Airlinesand book meon thisflight. A: I’ll dothat. Sir,letmegiveyousbrief rundown ofyourflight schedule.You’re askingUnitedAirlinesleavingSan Franciscoat 11:15AM andarrivingHoustonat 5:05PM. Airfare is$346. B: A: Thank you. CanIpay cashat theairport? Yes,youmay,but please confirmyour flight andpay at leastaday before departure.Anythingelse,sir? B: That’sall. Thank you. A: You’re welcome.Happy trip,sir. 79 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 82. B. Pronunciation Directions:Goover the textagain.Listdownsomeof thewords thatrepresentcritical soundin thetext. Writeyouranswersin thebox. /k / /g/ C. PracticeProducingthefollowing: /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 hopingnobodyhere is againstgunban. 2. There werereally good packagesoffered last month. 3. Ourtouristguidewasvery kindandeager. 4. Shouldourpolicy makersbelawyers? 5. Alwaysremind theclients tokeeptheirvaluablesinasafeplace. 6. I bought youaParisiennesouvenirmug. 7. What doyouactuallygainfromtravelling? 8. Thenew batchof agentsisgoingtobeginreceivingofficialcallsnextweek. 9. Doyoumindcarryingmyluggagetothecounter? 10. Pleaseencourageyourcustomerstotaketheeveningflightsthisweek. E. Phrasing(MakingPausesandStops) Phrasing: Therhythmofspeechcanbeimproved through proper phrasingor dividingthe words accordingtorelatedthought units. Thefollowingselectionismarkedwithasingle barlikethis(/)anddoublebarslikethis(//)toindicatepauses.Thesinglebar(/)isa 80 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 83. briefpause togrouptogetherrelatedideasandthe double bar(//)isalongerpause markingtheend of the thought unit.Atthispoint,you can breathe beforeyou proceed tothenextline. Practice reading.Observe correct phrasing: Eachlanguage/ has its ownmusic /withcharacteristic cadence/rhythm/and inflection//andifanadultistolearntospeakanewlanguagecorrectly /hemustgive fullvalue tothesepeculiarqualities.//Itisasifhewerelearning to play /anewmusical instrument.// Englishis a formidablelanguage/ filledwith tongue twisting combinations of vowelsandconsonants /thatmaybepronouncedquitedifferently/astheyoccurin various words/that lookalike. // Foreigners/welleducatedintheirownlanguage/andsensitivetoitsbeauty andgrace, / havea naturaldesiretospeak thelanguage of theiradopted country/ not onlywithgrammaticalcorrectnessand precision/butalsowithproper pronunciation,/ accentandintonation.//Others notsowelleducated/needtoknow howtospeak clearly/fortheirownprotectionandcomfort.//Too often/embarrassingmistakesin pronunciation / resultinunfortunatemisunderstandingandsetbacks. Itisalmostimpossible/ toacquirethisskillsfrombooksalone.// itisdifficultto acquirefromlisteningtocasualconversations.//itmustbegainedbypainstakingeffort /throughcontinuousdrillandpractice. Exercise: (Read the following selection and putthe correct mark–single(/) or double(//) to indicateproper phrasing.) “Theygave theirlives foetheircountry,andgainedfor themselvesa glorythat canneverfade,a tomb thatshallstandasamark forever.Idonotmean thatinwhich theirbodieslie,butinwhichtheirrenownlivesafterthemtoberememberedforever oneveryoccasionofspeechoractionwhichcalls ittomind.Forthewholeearthisthe graveandmonumentof heroes.Itis nottheir deeds;buteveninlandswheretheywere strangers theirlivesan unwrittenrecordin everyheart–felt,thoughneverembodied.” -Pericles COMMUNICATIVE FUNCTIONS A. Exercise:Practicereading the dialoguein Prepare toSpeak withapartner.Pay attention tothe commonexpressions usedingivingoptions. 81 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 84. B. Techniques:Usethe followingexpressions whengivingoptions: “There are (three)flights available…” “Letmegiveyouabrief rundownofyour…” C. MorePractice GivingOptions D. Vocabulary andIdioms Exercise1:Goover the dialogueagain. Canyouidentify someof theidiomatic expressionsused? Doyouknow whattheymean? Listdowntheidiomsyoufoundin the textandexplainhow youunderstandeach. Idioms Used in theDialogue PossibleMeaning Exercise2:Completethedialoguebelow withtheappropriatevocabularyandidiomatic expressionsfromthebox: direct flights day off connectingflights time’s gold uptoournecks inarush invitingmeout uptosomething totreat raring agreewith makealotof difference A: Whatcallsdidyouhandle today? B:Mostlyquestions on _.Seemedeverybody was . A: Becausethere’sathree-day weekend andvacationerscan’t afford towastetime on _. B: Yeah,Iagree withyou anwant toget themostofourvacation. Why, even an hoursavedonflightscan _! 82 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 85. A: I think so,too. B: By theway, when’s your _? A: Thursday. Are you_? B: Yeah,wehavebeen _lately,andI believe,wedeserve ourselves tosome fun. A: B: Ofcourse!Hmmmm…wait,doyoumean tosay you’re ? Ifyou want. You know Iwasjustthinkingofatwo-day cruisealongtheharbor sunset.Thenwe’llhaveadinnerat theManila Bay Restaurant.I’m toeatsomeseafood. A: Seafoodisgreat,but I don’t think they me.You know…allergies. I’m sorry. B: Nocause forworry. Thereare other restaurants.Okay? A: Sure. That’svery niceof you. GRAMMAR Verb Tenses Thedifferent tensesrefer to thetime when an action happens. Thus, isspeaking andinwriting,wehave toindicate whethersomethingishappeningat themoment,or ithappenedinthepastorwill happeninthe future. Tensesofverbs Verbstensescan beexpressedintwodifferent forms. Pleasememorizehow eachbox developstheverb. VERB TENSE Simple 83 PAST TheclientcalledtheCSR yesterday. PRESENT Theclientcallsthe CSR. MirandaandAssociatesLanguage ManagementServices FUTURE Theclientwillcall theCSRtomorrow. btltsmdpsbfttmsbcpf10t
  • 86. Progressive 84 Theclientwascallingthe Theclientiscalling MirandaandAssociatesLanguage ManagementServices Theclientwillbe btltsmdpsbfttmsbcpf10t
  • 87. CSRyesterday. theCSR. Perfect Theclienthadcalledthe CSR. Theclienthas calledtheCSR. Perfect Progressive Theclienthadbeen callingtheCSR. Theclienthas beencallingthe CSR. callingtheCSR tomorrow. Theclientwillhave calledtheCSR tomorrow. Theclientwillhave beencallingthe CSR. Now usingtheabovesampletable,you try todeveloptheverb of thesesentences andsupply therest of the blank boxesbelow. 1. Sheworkedatacall center 2. TheEnglishsubjectprovideshopetomany skilled workers. 3. I have trainedtobeaCallCenterAgent foralmostonerigorous month. VERB TENSE Simple PAST PRESENT FUTURE Progressive Perfect Perfect Progressive ThePrincipalPartsof Verbs Present Past call speak called spoke Present Participle calling Speaking Past Participle Called spoken RegularVerbs vs. IrregularVerbs Regularverbs formtheirpastandpast participleby adding–edor–dto 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 84 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 88. IrregularVerbs Irregularverbsdo not formtheirpast andpast participleby adding–edor–dto thepresentform.Note thefollowingverbs. Present Past Present Participle put put putting burst burst bursting Irregularverbs withthesamepastandpastparticiple PastParticiple (has/have)put )has/have)burst Present PastParticiple (has/have)bought (has/have)dealt (has/have)thought Past Present Participle buy bought buying deal dealt dealing think thought thinking IrregularverbsthatChangeinOtherWays Present choose come go eat write Past chose came went ate wrote Present Participle choosing coming going eating writing PastParticiple (has/have) chosen (has/have) come (has/have) gone (has/have) eaten (has/have) written Exercise A. Tenses. Fillin the blankswithacorrect formoftheverb in parenthesis. 1. Thenumberof clients (increase) inthelastthreeyears. 2. There (be) moreapplicantsthisyearthanlastyear. 3. (do) youattend theorientation lastweek? 4. Thiscompany (operate) inthePhilippinesforfiveyearsnow. 5. Montof the peoplein our Department (work) intheofficemorethan eight hoursaday. 6. She (leave)withthecompanyfortenyears nextmonth. 7. OurPresident (have) with the companyfortenyearsnextmonth. 8. I (work) atanother callcenter when I met him. 9. We _(have) atrainingsoon. 10. I (write) thatkindofreport before. B. Regularvs. IrregularVerb 1. Thetrainer (teach) theparticipants thedifferentkinds ofAmerican accent. 85 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 89. 2. 3. 4. 5. 6. My Managerwastheonly onewho (deal) withtheproblemin composure. I havenot (see) athinglikethatbefore. Thespecialguestsof thePresident havejust (come). I wonder why allthe Managers are (go). I’m sorry about thetrouble.I musthave (mistake) yourluggagefor mine. 7. Thechild looked really scaredwhen hewas (catch) stealinga bagofgoodiesfromoneof thepassengers. 8. Shemust have (put)thereports inher drawer. 9. Thereportsexplain how thepooroldmanwas (strike) bythe mugger. 10. Ourclosingceremony will be (lead) bytheSeniorVicePresident herself. APPLY THE RULES/SKILLS: A. Simulation:Prepare a3-minuterole-play onthe followingsituations. 1. A businessmancallsaskingforaflight fromNewOrleanstoJamaica. Givehimthe scheduleof theflights andairfare. 2. Awoman passengerinquiresaboutaone-stopflight fromSouthCarolinatoNew York. Shewantsthecheapest rate. 3. Ajournalist asks foran earlymorningflight fromLA toFlorida. Givethemthe scheduleof flightsthat theycanchoosefrom,includingairfare rates. B. Peer Evaluation Refer tothegrid ofguidequestions todothisactivity. GUIDEQUESTIONS CHECK THEAPPROPRIATECOLUMNAND EXPLAINYOUR ANSWER. YES NO 1. IS THESIMULATIONREALISTIC? Explanation: 2. Did thespeakersoundspontaneous? Explanation: 3. Did they use theappropriatewords andexpressions? Explanation: 4. Did they pronouncethevowelsand consonants correctly? Explanation: 86 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 90. 5. Was thedelivery clearandaccurate? Explanation: Strengths: AreasforImprovement: ASSESSMENT Spontaneity Probabilityof thesituation Correct useofvocabulary andexpressions incontext Correct productionofvowelsounds Correct useofintonation patterns Accuracy inmakingthesubject agree withitsverb -----------------------------------------------------Endof Day 11 ------------------------------------------------------- Day12 Offer alternativesand solutions withlong conversation focus OBJECTIVES 1. Topracticeexpressionsusedin cancelling or rescheduling flights 2. Toreinforceproperparaphrasing 3. Toproduce the/ t /and/ d / consonant sounds 4. To mastertheformsandfunctions of the present verb tense 87 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 91. ------------------------------------------------------------------------------------------------------------------------- PREPARE TO SPEAK A. Dialogue A: Canadian ImmigrationTravelandTours. Goodmorning. Thisis _.May I helpyou? B: ThisisTania. Ihavemadesome changesin my itinerary. A: CanI haveyouraccesscode? B: I don’t haveit. A: Didyou forget,Ma’am? B: Can’tyoujustlook it up by my name? A: Ok, Ma’am.First,I have to findyourreservation.Couldyougivemeyour flight number? B: T732 A: Thanks. Pleasehold on aminute.I’m locatingyourrecord now. I’malmost there. Herewego;I’vegotit.Ma’am,you’retravelingfromSouthCarolinato Boston. B: Yes. ButIwant to cancelmy flight toBoston. Insteadbook meaticket,business class, toDenver,Colorado,I needto bein Denverby 6:00PMtomorrow. And pleasecancelmyhotelreservationandfindmea5-starhotelin Denver. A: Okay, soyouare goingto Denvertomorrow,insteadofBoston. B: That’sright. How muchwill thatcostme? A: Justamoment,ma’am. Letmesee what’savailable.Hmmmm…I’maccessing the flight schedulenow. Here,we haveaflight fromSouthCarolinatoDenver departingtomorrow at 2:00PMandarrivingat 4:00PM.Itcost$525. B: Isn’t thatratherexpensive? A: No,Ma’am. Would you like tobookthisflight? We haveonlytwoseats left. B: Allright. Book me then. A: About the hotel,doyouhaveany preference? B: Yes,asuiteatParadise Hotel. A: I’vegot theratefor thesuite,ma’am. It’s $300aday. Wouldyoulikemeto reservethis? B: Yes,andthank you. A: You’re welcome.IsthereanythingelseI can helpyouwith? B: That’sall. Haveaniceday. B. Pronunciation Directions:Goover the textagain.Listdownsomeof thewords thatrepresentcritical sounds in thetext. Writeyouranswersin thebox. /t /Sounds/d/sound 88 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 92. C. PracticeProducingthefollowing: /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. TheTeamLeaderasked thesenioragentstohelpthenew onesprepare for the presentation. 2. Arealltheparticipants ready? 3. Letmegiveyoutheshortest detour. 4. Thetrainerwasso convincingthatthetraineesundoubtedlybelieved her. 5. Only afew of thecustomers playedat the casino. 6. Don’tyouthink Asians aregenerally tame? 7. Whotaughtyouthoseamazingtricks? 8. Dowehavetopassthe test tobepromoted? 9. Would youlikesomegarlic orcheesebread? 10. Thechildrenmade thebiggestsandcastle. E. PhrasingExercises Readthefollowing paragraphaloudandobserveproper phrasing. TactandTalent Talentissomething,but tactiseverything.Talent isserious, sober,grave,and respectable; tactisall thatandmoretoo. Itisnot asixthsense,nut isthelifeof theall five,itistheopen eye, thequick ear, thejudgingtaste, thekeensmell,andthelively 89 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 93. touch;itistheinterpreterof allriddles,thesurmounted of alldifficulties, theremover ofallobstacles. Itis usefulin allplaces,andat alltimes, itisusefulinsolitudeforit shows amanhisway intotheworld;itisuseful insociety,forit showshim hisway through theworld. -W.PSargill TheAmericansbelieve thatifmen areleftfreein the planningand conductof theirlives theywillwin ore cusses intheprofessions, thetrades,andtheindustries than theywillif theirlivesareregulated forthemby somesuperior power,even if thatpowerbemore intelligentandbetterinformed than they. Blind obedienceandimplicitsubmission to the willof another donotcommend themselves tocharacteristics ofAmericans. The disciplinein whichtheybelieveisthevoluntaryco-operationofseveralormany persons intheorderlyandeffective pursuit ofcommonends. Yet Americans arecapableof intensecollectiveactionwhen theysee thatsuchaction is necessarytoefficiency orto thesecurity of thecommunityasawhole.Thustheysubmitwillinglytoany restrictions onindividualliberty whichcan beshowntobenecessary tothepreservationof the publichealth,andthey arecapableof themosteffectiveco-operation at needin business,sports, and war. -CharlesW.Elliot COMMUNICATIVE FUNCTIONS A. Exercise:Practicereading the dialoguein Prepare toSpeak withapartner.Pay attention tothe commonexpressionused toask forandgetmoreinformation. B. Techniques:Usethe followingexpressions incancelingorrescheduling: “Soyou aregoingto instead of _.” “Would you liketobookthisflight?” “Doyou haveany preference?” “Would you likemetoreservethis now?” C. MorePractice:Canyouaddtothislist? Canceling/Rescheduling D. Vocabulary andIdioms 90 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 94. Exercise1:Goover the dialogueagain. Canyouidentify someof theidiomatic expressionsused? Doyouknow whattheymean? Listdowntheidiomsyoufoundin the textandexplainhow youunderstandeach. Idioms Used in theDialogue PossibleMeaning Exercise2:Completethedialoguebelow withtheappropriatevocabularyandidiomatic expressionsfromthebox: Fix you Downer TowerofBabel Spinning Strain Lostmy composure Makeout Catchyour health Keepyourcool A: Guesswhat,I hadavariety of callers,andmy headis ! B: first,and thenwe’lltalk aboutit. A: I had a ,sortot. Ohmy, Englishwithdifferent accents!Ihad to my earstryingtocatchwhatthe client wassaying. Good,Iwasquick enoughtoadjust totheir contextsoI was ableto something fromwhat theyweresaying. B: Goodgirl! A: Atothertimes, Ihad torestate what theclient saidtocheck ifIunderstoodwell. I alsoasked themquestions justtomakesureI got themright. B: Great! A: Thank goodness,Ididn’tpanic,butI almost . B: Trustyourself;youcan _. A: Excuseme,Ithink Ineedaglass ofverycold orangejuice.Ineeda _. My adrenalineisstillup! B: Letme adrinkthen. GRAMMAR Verb tenses Useof tenseinPresent Time. Thesimplepresentis used toshowpresent action orcondition. Present 91 action :Hereshe comes. MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 95. Present condition : Theclientsarewaiting. Regularly occurring : My favorite customercallsevery otherday. Regulary occurring Condition : Theagents are always ready. Constantaction : TheInternationalDatelineindicatesthetimedifference betweenEastandWest Constantcondition : ThePhilippinesisin theFarEast Now,thepresent progressiveindicatesactionsthatare in progressat thetimeofspeaking. Usesof thepresent progressive tenses. Continuing action : Heis talkingto theclient. Continuing condition: Theagentisbeingtrained. Exercise:Usethefollowingwordsorgroupsof words insentencesfollowingthesuggestionin theparenthesis. 1. travelregularly(regularly occurringaction) 2. trainersare (present condition) 3. Hawaiiis(constantcondition) 4. company is(continuingcondition) 5. arrive(present condition) 92 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 96. 6. is never (regularlyoccurringcondition) 7. receive(continuingaction) 8. produce(constantaction) 9. call(regularlyoccurring action) 10. talk (present action) APPLY THE SKILLS A. Simulation:Prepare a3-minuterole-play onthe followingsituations: 1. A famousplaywright calls tocancelhis flight fromNew York to Hawaii next week and wants thesameflightrescheduled on thelastweek of themonth.Givehimalist of availableflights andlet him decidewhichoneto take. 2. Alady calls cancellingherearlymorning flight from MainetoLos Angelesand requeststhatit berescheduledthe nextday anytime. 3. A bachelorcallsto cancelhisflightandreschedules it tolatein theeveningof the same day. Heis flying fromAlaska toAlabama. Hedidn’t specify histimepreference. B. Peer evaluation: Note,youmustreferto thegridquestionsBELOW todo thisactivity. GUIDEQUESTIONS 93 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 97. CHECK THEAPPROPRIATECOLUMNAND EXPLAINYOUR ANSWER. YES NO 1. IS THESIMULATIONREALISTIC? Explanation: 2. Did thespeakersoundspontaneous? Explanation: 3. Did they use theappropriatewords andexpressions? Explanation: 4. Did they pronouncethevowelsand consonants correctly? Explanation: 5. Was thedelivery clearandaccurate? Explanation: Strengths: AreasforImprovement: ASSESSMENT Spontaneity Probabilityof thesituation Correct useofvocabulary andexpressions incontext Correct productionofvowelsounds Correct useofintonationpatterns Accuracy inmakingthesubject agree withitsverb -----------------------------------------------------Endof Day 12 ------------------------------------------------------- 94 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 98. Day13 Handling ComplaintsPart 1/Prepositions OBJECTIVES 1. Touseexpressionsinhandling complaintseffectively 2. Toproduce the/ s/and/ z / soundscorrectly 3. To speak morenaturally by using correct word and sentence stress 4. Toachieveaccuracy andfluency by using correct prepositions oftime ------------------------------------------------------------------------------------------------------------------------- 95 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 99. PREPARE TO SPEAK A. Dialogue A: Customer Service.Goodafternoon. Thisis . May Ihelpyou? B: why wouldIbecharged $100 foracanceled flight? Thesnowstormisn’tmy fault. Andnotonly that,I alsolostmypayment forahotelreservation becauseIdidn’t givea24-hournotice.Thisisoutrageous!Yourmoney-suckingagency. Damn you! A: I understand yoursituation,ma’am,but thecompanyhasits policies. Couldyou tellmewhathappened? B: I was stuck at Detroit becauseofasnowstorm. Then I called youragencytore- book mein thenextmorning’sflight. Theagent obliged,butwitha$100 penalty. Isn’t thatunfair? Myhotel bookingtoowasnotcancelled becauseof the24-hour noticepolicy. Stupid policies!Darn! A: I’m really very sorry, ma’am. B: I wantarefundof theflight penalty andmy hotelreservation. A: May Igetyour name,ma’am? B: ThereseCarmichael. A: Accesscode? B: I don’tknow. A: It’sallright. Could you hold foracoupleof minuteswhileIputyouthroughto oursupervisor? B: Thanks. A: Sir,there’sacomplaint fromacustomer.I’mforwardingtoyouherrecord. This is her complaint… B: Okay. Puther through. A: Pleasekeepyourcool ma’am. Iwill now connect youtooursupervisor. B: Thank you. A: Not at all. B. Pronunciation Directions:Goover the textagain.Listdownsomeof thewords thatrepresent the criticalsounds/s/and/z /inthetext. /s /Sound /z /Sound C. Practiceproducingthefollowing: 96 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 100. /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’saveryaffordablerestaurantonRooseveltAvenue. 2. My relativesaregoingonacruisenextweek. 3. Don’tworry, I’lladvise the participantsto comeearly. 4. Areweflyingeconomy or businessclass? 5. Everyonein thecompany goes throughaverytoughproves. 6. Remindthecustomersnot tocauseany trouble. 7. Weonlyhaveseveralitemsleft fordiscount. 8. Doyouwanttoget thesameflight schedule? 9. I thoughtI was goingtogocrazyhostingtheprogram. 10. Haveyoubeen tothebiggestzooinSeattle? E. Review word/SentenceStress Readthefollowingsentencesaloudtopractice word/sentencestress. 1. Theceremony lastedmorethan an hour. 2. I don’t understand thecontent oftheletter. 3. Someadventurous customers do not realizethe circumstance theyarein. 4. Dowehavesomepenicillinin thefirst aid kit? 5. Canyoudo thereportyourself? 6. Is itseventeen orseventy? 7. I’m notsureifwecan address thatproblemnow. 8. Themanagersseemtoobject totheproposal. 9. Thefundraisinghad agoodturnout. 10. Whoelseneedstomakeupfor thetraining? COMMUNICATIVE FUNCTIONS A. Exercise:practicereading the dialoguein Prepare toSpeak andfindapartner.Pay attentionto thecommonexpressionsused in handlingcomplaints. B. Technique:Usethefollowingexpressions in handlingcomplaints: 97 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 101. “I understand yoursituation, . But thecompany hasitspolicies.” “I’m,really sorry, .” “It’s allright.” “Pleasekeepyourcool.” C. Morepractice:Canyousadthelist? HandlingComplaints D. Vocabulary andIdioms Exercise1:Goover thedialogueagain. Canyouidentify someof theidiomatic expressionsused? Doyouknow whattheymean? Listdowntheidiomsyoufoundin the textandexplainhow youunderstandeach. Idioms Used in theDialogue PossibleMeaning E. Exercise2:Completethedialoguebelow withtheappropriatevocabularyandidiomatic expressionsfromthebox: Beatup Busted my chance What’seating you? Offyourchest Freakingout A holein thewall Spaced out Passed up Givingmea creep A: Hey, you’re _. B: Nothing. I’mjustexhausted,I guess. A: Come on,getit _.I’m yourfriend, ready tolisten anytime. B: I’m bombed. Ihatemyself. Ithink I tohandleacomplaint smoothly. 98 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 102. A: whatdidyoudo? B: There wasthisvery angry client becauseshewaspenalizedfora cancelledflight. At themoment I felt she’s becauseof hervoice.Itwasn’ther faultshesaid if there wasasnowstorm.Shedidn’talsoget arefund forher cancelled hotelbookingandshe’srunningout of cashsoshedesperately looking fora _. That doesadduptoherirritation. Shemissed therefund becauseshewasn’tabletonotifythehotelin 24 hoursearlier. Ohmy,she was really andI wastongue-tied. A: Didn’tyou doanything exceptkeep quiet? B: I rememberI stuttered,and thenIsaid I’drefer hercasetothesupervisor. I regret I handlingthat complainteffectively. A: Don’t yourselfaboutit. Chargeit toexperience.Nexttime,you’ll bemorecomposedand you’llbeabletohandleacomplaintwell. GRAMMAR Prepositions:At,On,In (time) Weuse: ‘at’forthe timeof theday: At5o’clock atmidnight atlunchtime atsunset, etc. ‘on’fordays and dates: OnFriday/onSaturdays on12March2009 onChristmasday ‘in’forlongerperiods(forexample,months/years/seasons) inthe18thcentury InOctober in1968 In(the) winter inthemiddleages inthepast in(the) future We use‘at’in theseexpressions: 99 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 103. I takethemost numberofcalls‘at night.’ I enjoy receiving alotof gifts ‘atChristmas.’ Thecallis on hold ‘at themoment.’ ThePresidentand VicePresidentarrived at theairport ‘atthesametime.’ Note that we usually ask‘What time…?’(not “at whattime…?) ‘What time’areyou going tobeon board? Wesay: Inthemorning(s) intheafternoon(s) intheevening(s) Ourmeetingis ‘inthemorning.’ Thetraining is‘in theafternoon.’ My duty is‘in theevening.’ OnFriday(morning) onSaturday afternoon onMonday evening Themanager willbeattendingat themeeting ‘on Fridaymorning.’ Our departmenthasbeenassigned totakeover‘onSaturday afternoons.’ We plan togoout‘on Saturday evening.’ Wedo notuseat/on/in beforelast/next/this/every: Thetrainerisgoingto beout‘nextFriday’. (not‘onnextFriday) Ourteamwas evaluated ‘lastmonth.’ Ina few minutes/in six monthsetc. Theplanewillbearriving‘ina few minutes.’ (=a few minutesfromnow) Allthenew agents willstart‘ina week.’ (=aweekfromnow) TheManagerwillbewithyou ‘in amoment.’(=amomentfromnow) 100 100 100 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 104. I acquired thenativeaccent ‘in threeweeks.’ Thenew policieswillbeimplemented‘in twomonthstime.’ Exercise:Completethe followingsentences byusingtheprepositionsat,on,in with thewords orgroupof words inthebox: Atnight OnSaturdayevening Inthe1990s Intheevenings Last200in December8 January1,2008 OnThanksgivingDay Inamonth’stime Nextyear OnFridays Atlunchtime At ten o’clock At themoment Insummer 1. I plan tomovetoanother department _. 2. Lastyear,moreAmericans flew backto theirhometowns _. 3. Thecompanywill belaunchinganew project _,in timeforChristmas. 4. Thelowest number of applicantsreported onrecordwas _. 5. Tourists prefergoingto thebeach . 6. I’m gladIneverfail togomass despitemy hectic schedule. 7. Ourcallcenterstartedits operationinthePhilippines. 8. Theclient should have called _.It’snowhalf past ten. 9. I preferworking becauseI’mnotamorning person. 10. Ourteammembersusually havesnacks . 11. I don’t think thesupervisoris available _. 12. Doyounoticehow mostpeoplefeelsluggishandburnt out ? 13. Asister company ofthiscallcenterwillbeintroduces _. 14. ThecouplefromWisconsinwillbearriving _. 101 101 101 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 105. 15. I wonder why oursupervisors callformeetings . Ican’t eatproperly when they doso. APPLY THE SKILLS A. Simulation:Prepare a3-minuterole-play onthe followingsituations: 1. Aclientcomplainsthat herbookingdate waschanged toan earlier flightwithout notice.She calls toinformyouragency aboutit.Shewants itre-booked to her scheduledflight,but theproblemisthereisnomoreflight availableonthatday. 2. Aclientcallsthat the dateof herflight toJamaicaandhotelreservationdoesnot match. Shewants you tofix itrightaway. Butthere’s nomoreavailableflight. The clientinsiststhatshetalktoyoursupervisor. 3. Aclientcomplainsthat hisconnectingflight fromPhoenix toNew Orleansisn’twhat hebooked. He wantsyoutomakenecessary arrangements within theday because ofanurgentmatter he has toattendtolaterin theeveningof thesameday. ASSESSMENT Spontaneity Probabilityof thesituation Correct useofvocabulary andexpressions incontext Correct productionofvowelsounds Correct useofintonation patterns Accuracy inmakingthesubject agree withitsverb -----------------------------------------------------Endof Day 13 ------------------------------------------------------- HOWDO YOUGETANGRY CUSTOMERSTOBACK DOWN? Introduction Beingintimidated bydifficult customers,ignoringtheir behavior is nothealthyor productiveandinmost casesitdoesn’teven lead tocustomersatisfaction. Inthis segmenttherearesixfieldproven strategies andeffectivewhichguaranteesuccessin bringingiratecustomerstoback down. STRATEGIES USEAPOLOGY 102 102 102 TIPS Apologize EXAMPLE OFA STATEMENT “Please acceptmy MirandaandAssociatesLanguage ManagementServices EFFECT Makes theangry btltsmdpsbfttmsbcpf10t
  • 106. regardlessof fault Needs tobe carefully worded sincereand unreserved apology for any inconveniencethis mayhavecaused you.” USE DIPLOMACY Doitsincereas youcan “Clearly,we’veupset youandIwantyouto knowthatgettingto the bottomofthis is justas important to meas itis toyou.” GO INTOCOMPUTER MODE Speakgenerally without emotion Avoidthe bait yourcustomer is throwing you Yourword, tone,and attitudeare completely impersonal Continueto response without emotionno matterhow strongthe verbal abuseis (Gotoausual businessquestions andanswers WITHOUTEMOTION) “HaveI done SOMETHING personallytoupset you?” “AmI notpartofthe solution?” ASK SHOWSYMPATHY Is a powerful tool usedto disarman angry customer Empathy helps youtrulybegin toseethe 103 customerfeelheard andunderstood. It diffusesangryand allowsyouto reestablishtrust. Reduceslawsuits, settlement, and defensecost Kill theanger softly You’veaddressed the angerdirectly andnon-defensively You’ll notengageto the dramaof the attack This response deflects,diffuses, anddisarms angry customers because you don’tadd fuel to the firebyusing unemotional reaction “Thatmusthave been veryfrustrating for you.” “I realizethewait youencounteredwas aninconvenience.” “If I werein your shoes,I’msure I’d MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 107. problemfrom the customer’s perspective. SHOWAPPRECIATION Will help keep youfrom loosingcool when your customergets hot Interject(not interrupt)to thankthe customerfor takingtimeto giveyou feedback. feel justasyou do.” “Itmusthavebeen veryfrustratingfor youhavewaited five daysfor yourorder andfor thatIam sorry.” “Thanksfortaking the timetoletus knowhowyou feel.” “Thanksfor beingso honest.” “WEappreciate customers wholetus knowwhenthings aren’tright.” “Thanksforcaringso much.” Your customer expects youto answerwith respect and gratitudethat’s whythisworks. It’s ashockfactor andmanytimes yourcustomeris stunned insilent POSTANDFINALDIAGNOSTICTEST Test1–Accent A. He llo Hello, my name is. I'm taking AmericanAccentTraining.There'salottolearn,butIhope tomakeitasenjoyable aspossible. Ishouldpickuponthe Americanintonationpatternprettyeasily,althoughtheonly 104 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 108. waytogetitistopractice allofthetime.Iusetheupand down,orpeaksandvalleys,intonation morethanIusedto. I've beenpayingattentionto pitch,too. It's like walking downastaircase. I'vebeentalking toalotofAmericans lately, andtheytellmethatI'measiertounderstand. Anyway, Icouldgoonandon,buttheimportant thingisto listenwellandsoundgood.Well,whatdoyouthink?DoI? Test1–Accent(continuation) B. 40 Yearsafter thewar FortyyearsaftertheendofWorldWarII,Japanandthe U.S.are againengagedin conflict.Tradefrictions,which beganas minorirritantsinanotherwisesmoothrelationship inthe1960s,havegraduallyescalated overtheyears.The conflictismoredangerous thanitappearsbecauseitsreal natureispartiallyhidden.Itmasqueradesasabanaland 105 105 105 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 109. sometimes grubbydisputeoverwidgetswiththestakes beingwhetherAmerican orJapanesebigbusinessmakes moremoney. Intruth,theissueisstrategic andgeopolitical innature.Japanisonceagainchallenging theU.S.,onlythis time the issue is not China or the Pacific, but world industrialandtechnological leadership andthemilitaryand economicpowerswhichhavealwaysbeenitscorollaries. Test2–Grammar Test3–Speaking Test4– Listening Test5–Writing Test6-Phoneconversation 106 106 106 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t
  • 110. References Morillo,J.,M10-D English Language Proficiencyfor Seafarers.2009 Morillo,J.,Tongue Twisting Exercises for Seafarers2009 Morillo,J.,EnglishGrammar 101 for Seafarers 2009 Morillo,J.,CustomerService Training RepresentativeTraining Module for IMI Cook,Ann,AmericanAccent Training 107 MirandaandAssociatesLanguage ManagementServices btltsmdpsbfttmsbcpf10t

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