2. Point to Ponder:
How do you think
geography affects the
development of a
language?
3. 1. We adopt how the people in our home,
community speak. We are social beings, and
in order to conform to our society, we try to
imitate what we hear.
2. English has become global, and our aim must
be to be understood generally by almost
everyone, not to acquire a British or
American accent.
10. Eh? Don’t you agree?
Loonie 1 dollar coin
CANADIAN AMERICAN
Toonie 2 dollar coin
Pop Soda
Serviette Table napkin
11. Toque Winter cap
Canuck Canadian
CANADIAN AMERICAN
Double-double 2 cream 2 sugar
Housecoat Bathrobe
Hydro Electricity
12. How do you pronounce these in British?
Worcestershire /wästähshä/
Water /wättäh/
Center /sentäh/
Harry /häry/
The caller asked for the color of my collar.
14. We tend to transliterate (think in Filipino and
translate it word for word in English)
This is not effective because the structure of
sentences in Filipino is different from
English
Example:
Buksan mo ang ilaw- Open or close the light
Bumaba ng jeepney- Go down the jeepney
Nung isang araw- The other day
15. Literal translation
1. Pumupunta ako doon araw-
araw
2. Dadaanan kita ng alas sais
3. Ewan ko sa kanya
4. Bakit ngayon ka lang?
1. I am going there everyday
2. I’ll pass for you at six
3. I don’t know to her
4. Why are you now only?
16. Filipino English
1. Avail of
2. Fill up this form
3. Pull out your account
4. For a while/ For a moment
5. Go here
6. Hold on the line
7. I’ll go ahead
8. Routinary
9. Salvage
Standard English
1. Take advantage
2. Fill out this form
3. Pull up your account
4. One moment (informal)
5. Come here/Go there
6. May I put you on hold?
7. See you later
8. Routinely
9. Save
17. Others
1. Branding- mongol, pampers, colgate, Jollibee
2. Redundancies-
a. Repeat it again
b. Color yellow
c. Month of January
d. Reason why is because
e. Free gift
f. 8am in the morning
g. Moral lesson
h. If, in case
i. Not unless
18. • Can I speak with?
• Do you mind?
• I’d like to ask for an apology.
• Let’s take lunch.
• Tuck out
• She delivered her baby.
• Hand carry
• Senatoriable
• Under Mr. Johnson
• One participant only
• Go already!
• Actually, basically---
• May I speak with?
• Yes, it’s ok.
• I apologize.
• Let’s eat lunch.
• Untuck
• The doctor delivered her baby.
• Carry-on luggage
• Senatorial candidate
• Part of Mr. Johnson’s class
• Only one participant
• Go!
• -- fillers
20. That one or this one
I already updated that one
I’ll help you with this one
We need to wait for that one
I apologize for that one
I need to make sure for that one (?)
Be more specific
21. Your issue/your problem
• Don’t say, “I will help you with your issue.”
Or “I will help resolve your problem.”
• Say, “this issue or this problem”
“your issue” sounds very personal, compared to “this issue” which
separates the customer from the issue
22. Outbound calls building rapport
Don’t say “how are you doing today?”, even before you introduce
yourself
Cust: Hello?
Agent: Hi, how are you today?
Cust: Huh? Who’s this?
23. Sample grammar lapses among agents
• It’s already update for that one
• It’s closed the batch already
• When asked, “Do you mind—” your answer was, “Yes, it’s okay”
• He’s calling all over again
• We deposited an amount to your bank account but it did not went
through
Be mindful of your sentence construction and verb tenses
25. Grammar
1. Subject-verb agreement/ Plurality
a. Informations
b. Credit card protections/ a credit card protection
c. They has a president
d. The first part of the clips
e. One of the call
26. 2. Verbs
a. What happened is
b. I need to focused
c. The company close
d. Open the phone/ terminal (turn on)
30. Pronunciation
1. /TH/ the, there, those, these, that, thought
2. /u/ big backs or big bucks?
3. /t/ script, fact, shift
31. Negative Wording
1. Unfortunately, we can’t upgrade your plan.
“We can upgrade your plan after 2 months.”
2. You did not pay your bill.
“No payment has been posted for this month.”
