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13 DAYS ofCALL CENTRE TRAINING GUIDE MODULESWithin the Customer Service Representative Working Environment ...Focusing onCSR TrainingJbm(For classroom training purposes only. Not for Sale.) jbm1

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DAILY TRAINING REQUIRED ELEMENTS TASK FOR THE DAY THE OBJECTIVES PREPARE TO SPEAK LEARNING GRAMMAR FUNCTIONS APPLY THE RULES/SKILLS ASSESSMENT jbm2

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Day 1Making Introductions and GreetingsOBJECTIVES 1. To introduce oneself and others using formal or informal expressions 2. To carry on a conversation from beginning to end using appropriate expressions 3. To introduce the correct vowel and consonant sounds in English speech using the vowel triangle-------------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAK A. Introductions - It is your orientation day as a newly-hired CSR. /the trainer instructed you to introduce yourselves to each other for the first 1 hour. The trainer divided you into groups. How would you introduce yourselves to each other? - Now that you know each other, your task is to introduce your new acquaintance to members of the other group - How are you going to do it? - How do you keep the conversation going? - How do you end it? - B. Dialogue: Introducing oneself/someone Here pay attention to the speaker’s natural way of communicating with each other JIM: Excuse me, is anybody sitting here? SHIELA: I don’t think so. Have a seat. JIM: Thank you. By the way, I’m Jim. I’m a CSR and I belong to Industrial Maintenance Account. jbm3

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SHIELA: I’m Sheila from the same account. Pleased to meet you. JIM: Pleased to meet you, too. SHIELA: Oh, that’s my friend. Lucy over here! LUCY: Hi Sheila. How are you? SHIELA: I’m fine. Thank you, and you? LUCY: I’m fin too. SHIELA: Why don’t you sit here and meet a new friend. Lucy, this is Jim. We all belong to the same account. I just hope we’ll all be in the same unit. JIM & LUCY: Let’s keep our fingers crossed. SHIELA: Umm, the trainer is here. We better keep quiet now.COMMUNICATIVE FUNCTIONSAnalysis: Recall your own dialogue in the introductions and the sample dialogue above. Identifyfamiliar expressions you used and the ones used in this text. When are the expressions used?How are they used? Expressions Used Function/sNow look at the following expressionsIntroducing of oneself A. FORMAL - Allow me to introduce myself. My name’s___________________________________ - I’m… (+ information) - May I introduce myself? My name’s _______________________________________ - I’m…(+ information) B. INFORMAL - Hello. I’m ____________________________________________________________ - Hello. My name’s ______________________________________________________ jbm4

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Note: When introducing yourself to someone, you often need to give not only your name, butalso other relevant details about yourself or the situation you presently are having. The same istrue when introducing someone to others.Introducing othersEXPRESSIONS ADDITIONAL INFORMATIONA. Formal …a colleague of mine.Hi. I’d like you to meet …. …our sales manager.Good morning. May I introduce… …my old time friend.I’d like to introduce…EXPRESSIONS ADDITIONAL INFORMATIONB. Informal Can I introduce… …he’s here for the week. This is… …my counterpart. I want you to meet… …from the IMI division.GREETING POSSIBLE REPLY TO THE GREETINGA. Formal How do you do? How do you do? I’m fine/I’m doing well. How do you do? I’m very pleased/delighted to meet you.B. Informal Hello. Nice to meet you It’s very nice to meet you, too. Hi. Good to meet you. It’s very nice to meet you. Nice/Good to meet you. Nice to have you with us. Pleased to meet you.Note: when you meet people for the first time on a personal or business basis, it’s usual toshake hands. This is when the greeting ‘How do you do?” is appropriate, but it is only used forthe first time.Other rules in introducing othersYounger to older – introduce the younger person to older person.Example: Father, this is my friend, Annie. Annie, this is my father. jbm5

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Male to female – introduce man to woman or boy to a girl.Example: Ella, meet my friend, John.Lower rank to superiorExample: Sir Miranda, this is our new student, Mitch.Any order – same rank, gender, age. When you introduce people of the same rank, gender, orage, it doesn’t matter whose name comes first.Pre-closing the conversationA. FORMALThanks for your time. No problem.Thanks a lot for the information. Welcome. It’s been nice talking to you.I really should be leaving. Sure. No problem. I have to get going too.I have to go. It’s alright. Take care.Would you excuse me please? Sure. Don’t worry about it.I’d better not to take up any more of your time. Let me know how things work out. Keep me posted.B. INFORMALGot to go now… OK. See you again.I have to run… OK. Great talking to you.I must be going… Same here.I have to rush off… Same here.Closing the conversation Expression Possible ResponseA. Formal Talk to you later You’re welcome. Thank you for your time. My pleasure.B. Informal See you later. Bye. Until next time… Ok. Bye jbm6

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Practice: Prepare a role play based on the following situations.You want to introduce:  Your new acquaintance to your boss  A male friend to a female friendFor Accent Theory: Get your Training Kit for accent and try to know the rules forAmerican/British accentFor Accent Practice: Get your Training Kit for accent and try to apply the rules forAmerican/British accentAPPLY THE RULES IN YOUR SKILLSA. Simulation/role play After another orientation, the newly-hired agents and their trainers held a welcome party for all departments. Introduce yourselves to the others and introduce your new friends and trainers to your new acquaintances. Practice using the appropriate strategy for introducing yourselves and others, for keeping the conversation going. Be conscious too of your vowel and consonant sounds. Introducing oneself: Beginning- sustaining the conversation- pre-closing-closing Sample dialogue: Listen to the conversation among the call center staff. Pay attention to expressions used and the spontaneous way of introducing oneself to another person. Then practice the dialogue with a partner. A: Hello. I’m Anne. I’m the new secretary. B: Pleased to meet you, Anne. I’m Jerry and work as a clerk at the Accounting Office. A: Small world. I’ll work for Mr. Davis. He’s the Chief Accountant, right? By the way, how long have you been working here? B: Not long enough. I’ve been here for a month. So just like you. I’m also a newcomer. A: But not as a neophyte as I am. Oh, I think your workstation is next to mine. I’m glad you sit next to my place so you’re within reach if I have some questions. B: Yeah. Feel free to ask me anytime. jbm7

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A: I guess I have to get back to work. Break time is over. B: Will you have lunch with me? A: Sure. B: See you then at the cafeteria. Twelve fifteen? I usually take table ten. I’ll reserve a seat for you and maybe you can meet my friends. A: Really? That sounds great. See you later.Role-play presentationGiven the situation above, create your own situation in introducing and greetings that areapplicable and relevant to gatherings or interactions in your unit.B. TEACHER’S FEEDBACK CRITERIA:  Spontaneity  Probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns------------------------------------------------------------END OF DAY 1 ----------------------------------------- jbm8

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Day 2Asking for and Giving Informationon Flights and AirfaresOBJECTIVES 1. To ask appropriate questions (Wh/H) to get desired information 2. To give appropriate answers to client’s questions on flights and affairs 3. To practice speaking using rising-falling information 4. To produce the /i/ and /iy/ sounds-------------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAKA. Dialogue Flights and airfare Agent: IMI Travel, good morning. This is Mitch. How may I help you? Client: Yeah. This is Stuart Daly. I’m planning to go to New York next week. What are the available flights? And what’s the airfare at the moment? Agent: Well sir, that depends. D’you want to fly first or economy class? Client: Economy class. Agent: When d’you want to leave? Client: September 28. What are the available morning flights from Washington D.C. to New York? Agent: Hold on a minute, sir. Let me check the flights. Sir, my computer is rather slow today. I hope you don’t mind waiting for a couple of minutes. Client: Not at all. Agent: Thank you. I’m almost done. Here let me read the available airline flights and fares: Time Multiple Carrier United Airlines US AirwaysNonstop 7:30 $123 $233 $2451 Stop 10:00am $148 $248 $347 jbm9

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Which flight would you like to take, sir? Client: The 7:30 flight – Multiple Carrier. Could you book that for me? Agent: Let me confirm with the airline first. Okay then, 7:30 in the morning. Multiple Carrier. Is there anything else I can help you with? Client: That’s all. Thank you. Agent: You’re welcome. Have a nice day, sir. Bye.B. Pronunciation Directions: Go over the text again. List down some of the words that represent the critical sounds /i/ and /iy/ in the text. /i/ Sound /iy/ SoundC. Practice producing the following: /i/ bit /iy/ beat /i/ bit /iy/ beat bitch beach itch each Fit Eat Live Leave Grit Feat Rich Reach Hit Greet Sin Seen It Heat Slip Sleep List Least Still Steal mill Meal Wick Week Rid Read will Weak Sick Seat We’ll Sit seekD. Pronunciation exercises 1. It’s something I’d rather not eat. 2. Would you like to sit in seat number 3? 3. I still don’t understand why they had to steal my tickets 4. Can you at least provide me with a list of choices? 5. We’ll make sure you get there. You will surely arrive on time. 6. I seek for a postponement for next week because my child is still sick. 7. I still think we’re going to hit the road tomorrow s=despite the heat. 8. No, please. Don’t give me my brochure. I’d rather get rid of those things. jbm10

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9. We’re finally leaving next week to live in Long Beach. 10. How do you reach me for the tickets? You see, I’m not that rich to go all the way there just for that.E. Intonation Pattern What is intonation? It is the speech music. (cf. to pages 11-20 of the Accent Kit) Intonation is the rising and falling when you speak. It’s like a jazzy movement, or a staircase.Cf. Exercise 1-44: Building an intonation sentence CD 2 Track 13. Additional Practice: 1. The receptionist at the hotel is very accommodating. 2. She wants to join the caravan to Nepal. 3. The chauffeur drove me around the city. 4. You can avail yourself of the package tour to Rome. 5. My flight to Chicago was cancelled. 6. The cab driver got me to the airport in time. 7. The tour guide graciously showed me around the museum. 8. I left my luggage at the resort hotel. 9. He’s a chance passenger. 10. I’ve earned enough mileage for a free trip to Boracay.C. Vocabulary and Idioms Cf. ‘Speak English Like an American’ (Learn the Idioms & Expressions that will help you speak like a native). If it is possible please play the CD/MP3. (Note: For the teacher, please provide an exam based on the ready tests of the book Lessons 1-25.GRAMMAR A. Question words with short and long answers Drills: which of the Question words (what, where, when, who, and How), will you use in asking with a follow up long answer? Write the exact question below the given information. Example: INFORMATION: Social Security Number Question: What is your Social Security Number, Sir? INFORMATION: Acquaintance’s family name QUESTION: _________________________________________________________ INFORMATION: Customer’s date of birth? QUESTION: _________________________________________________________ jbm11

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INFORMATION: Company’s anniversary QUESTION: _________________________________________________________ INFORMATION: Car rental fee QUESTION: _________________________________________________________ INFORMATION: availability of flight QUESTION: _________________________________________________________ INFORMATION: Office location QUESTION: _________________________________________________________ INFORMATION: Way to the airport QUESTION: _________________________________________________________ INFORMATION: Client’s complaints QUESTION: _________________________________________________________ INFORMATION: Name of comparison QUESTION: _________________________________________________________ INFORMATION: Reason for cancellation QUESTION: ________________________________________________________APPLY THE SKILLS A. Simulation: Prepare a 3 minute role play on the following situations. 1. A client calls to ask for flights and prices from Houston to New Orleans on December 15. He is booking a month in advance. He is flying with his wife and 3 teenage children. Can you give him a list of package flights and prices? 2. A client from Maryland is asking about round trip flight ticket to San Diego. He is also expecting some discounts. What can you offer him? 3. You want to share the day’s happenings with your friend. You had 30 good callers and 5 bad ones. Despite the good calls, you felt down because the bad callers were so nasty. B. Teacher’s feedback:  Spontaneity  Probability of the situation  Correct use of vocabulary and expressions in contextjbm12

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 Correct production of vowel sounds  Correct use of intonation pattern  Accuracy in the use of question words  Good idioms --------------------------------------------------End of Day 2------------------------------------------jbm13

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Day 3Filling Up Dead AirOBJECTIVES 1. To answer client’s inquiries on connecting flights 2. To use appropriate expressions to fill up dead air 3. To produce the /ey/ and /e/ sounds correctly 4. To ask appropriate questions (yes/no) using the rising intonation pattern-------------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAK A. Dialogue CSR: Philippine Airlines, good afternoon. This is _____. Can I help you? CLNT: Yes. Is there a connecting flight to the Philippines from Chicago Airport? CSR: What date and airline, sir? CLNT: Sept 22, but I haven’t booked my ticket yet. Please give me the connecting flights on that day. Then I’ll decide which airline to take. CSR: Ok, sir, do you want to hold or I’ll call you back in 5 minutes? CLNT: I don’t mind waiting. CSR: Thank you, sir. Let me pull up the information from my computer. It’s September 22, right? CLNT: Yes. CSR: One minute more, sir. Are you still there? CLNT: Uh-uh. CSR: Here it is. Do you have your pen and paper? CLNT: Yes. CSR: Sir, here is your first option: Wed, Sept 22 United Airlines 161 Depart: 9:34PM Chicago, IL Arrive: 11:59PM San Francisco, CA 2 Stops Change Airlines Time between flights 1 hr 6 min jbm14

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Thu, Sept 23 China Airlines 3 Depart: 1:05AM San Francisco, CA Arrive: 5:30AM Taipei, Taiwan Change Planes Time between flights: 2 hr 35min Fri, Sept 24 China Airlines 631 Depart: 8:05AM Taipei, Taiwan, Manila Arrive: 10:05AM Philippines CLNT: Got it! Thank you. CSR: Anything else I can help you with? CLNT: Nothing else. Thank you and goodbye. B. PRONUNCIATION Directions: go over the text again. List down some of the words that represent the /ey/ and /e/ sounds in the text. Then classify them according to the following: /ey/ sound /e/ sound C. PRACTICE PRODUCING THE FOLLOWING /ey/ gate /e/ get Airfare Men Airplane Bet Airport Check Date Desk Dateline Get Delay Letter Dateline Melbourne Delay Men Detail Messenger holiday Met Irate Penalty Late Pennyjbm15

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Mail Press Mercedes Red Rate rentals Same take D. PRONUNCIATION EXERCISES 1. What time are we leaving the airport? 2. Do they say elevator or lift? 3. I’d like to rent a Mercedes for one week. 4. What does the package include? 5. We’ll see to it that your transportation is provided. 6. Our regular rate for this season ranges from $300-%700. 7. Your itinerary might vary according to your choice of a holiday. 8. Please check if all your papers are ready. 9. Do we take a cab or a bus? 10. Our desk officer will be around to assist you. E. INTONATION PATTERN EXERCISES Direction: Read aloud the following sentences below using the RISING intonation pattern Example: Can I make it on the 9:30AM flight? 1. Do you have your passport with you? 2. Is he en route to Bethany? 3. Have you packed your clothes yet? 4. In this club exclusive for visa holders? 5. I’ve cancelled my flight to Houston. Can I get a refund for my ticket? 6. Will you fetch me at the airport terminal? 7. Would you please book me a suite for tonight? 8. Am I a standby passenger? 9. Is there an available seat at the 10:30 night express train? 10. Is this itinerary ready?COMMUNICATIVE FUNCTIONS A. Exercise: Practice reading the dialogue in ‘Prepare to Speak’ with a partner. Pay attention to the common expressions used to fill up dead air and make clarifications or follow up.jbm16

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B. Strategy: Fill up the ‘dead air’ by making clarifications/follow up  Use the following expressions to fill up ‘dead air.’ Repeat these words as often as you can. “Okay sir, do you want to hold or I call you back in 5 minutes?” “Let me pull up the information.” “One minute more, sir. Are you still there?” “It’s _________________, right?” “Do you have your pen and paper?” “Anything else I can help you with?” C. More practice: Can you add more to the list? Filling up dead air Making clarification/Follow up D. Vocabulary and Idioms Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each. Idioms Used in the Dialogue Possible Meaning Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box.book Hold on Take noteLayover waitlisted No big dealstandby Connecting flight To fly A: ABC Travel. This is Shane. May I help you? B: Hi. This is Mark Sanders. I’d like to know if there’s a _____________ from San Francisco to Miami, Florida. I intend _____________ PanAm on July 4. A: Hold on a minute. I’ll check with the airline. There is, sir, but you’ll have a 12-jbm17

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hour in Texas. B: Can you ______________ me a ticket? A: Yes, sir. Economy or Business? B: Economy. A: Are you willing to travel __________ if I can’t get you a confirmed seat? B: ______________. A: Okay then. I’ll book you a flight now. Anything else, sir? B: Uh-uh. How do I know if I am _____________________? A: I’ll call you 48 hours before you scheduled flight. Once we give you a reserved seat, be sure to call and confirm your flight at least 14 hours before departure. B: I’ll __________of that. A: Okay. Anything else I can help you with? B: Nothing more. Thanks. A: Don’t mention it. Thank you for calling ABC Travel. Bye.GRAMMARYes/No QuestionsRule 1: Whenever a linking verb is used in a verb phrase, it is always comes with a progressiveform of the main verb.  Is she getting the bills today? Is + getting  Are you doing the report now? Are + doingRule 2: Whenever the helping verb do, does, or did is used in a verb phrase, it always comeswith the main form of the verb.  Did you go to Arkansas last year? Did + go  Does she eat pasta? Does + eat  Do you know how to get there? Do + knowRule 3: Whenever the helping verbs has, have, or had is used it always comes with the pastparticiple form of the verb.  Has your family lived here long enough? Has + lived  Have you been to Manchester Homes? Have + been  Had all the visitors gone when we left? Had + goneDrills: Study the following sentences. What kind of questions are asked based on the followinggiven answers? Write the possible questions. jbm18

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QUESTION: ____________________________________________________________ ANSWER: I came with somebody else. QUESTION: ____________________________________________________________ ANSWER: She passed the oral and written exams. QUESTION: ____________________________________________________________ ANSWER: The flight was delayed because of the fog. QUESTION: ____________________________________________________________ ANSWER: They don’t give a 20% discount anymore. QUESTION: ____________________________________________________________ ANSWER: It’s got to be in my files. QUESTION: ____________________________________________________________ ANSWER: I went on a cruise alone. QUESTION: ____________________________________________________________ ANSWER: The client wanted a refund. QUESTION: ____________________________________________________________ ANSWER: I didn’t attend the orientation but I was there at the seminar. QUESTION: ____________________________________________________________ ANSWER: I had to see my boss because a client complained. QUESTION: ____________________________________________________________ ANSWER: The managers left early today to prepare for our team planning.APPLY THE SKILLS A. Simulation 1. A client calls to book a ticket. Her itinerary is New York to Miami; she wants to fly back to North Carolina on the same day. She needs to leave New York at 2:00PM and be in Miami not later than 9:00PM. Give her two options 2. A /Filipino asks for connecting flights from /san /Francisco to Cebu, he wants to know the available flights and the prices. He’s flying economy and prefers the cheapest ticket. Give hi at least 3 options but be sure to get him to book with your agency. 3. A client holds a ticket, a direct flight from Paris to Los Angeles. For some reason, he needs to stopover in Rome; then head back to Los Angeles. He wants to knowjbm19

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the flights that will delay his trip for two hours only. Help him change his booking.ASSESSMENT Criteria:  Spontaneity  Probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns  Accuracy in the use of yes-no questions----------------------------------------------------------------End of Day3--------------------------------------- jbm20

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Day 4Offering vacation packages and discountsOBJECTIVES 1. To address clients’ concerns about vacation packages and discounts 2. To produce the / / sound and /ow/ sounds correctly 3. To practice speaking using circumflex pattern 4. To ask appropriate (tag) questions to sound more natural-------------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAK A. Dialogue A: IMI Travel, this is _________, do you mind holding for a minute? I’ll be with you right away. B: NO. but don’t be long. I don’t have all the time in the world, you know. A: Sorry to have kept you waiting. I was on the other line. How may I help you? B: that was a damn long minute. A: I’m really sorry, sir. What can I do for you? B: I’d like to inquire about vacation packages, 5 nights in Orlando. I’d like a package that includes airfare and hotel accommodations. A: Orlando? Well, we can certainly arrange a wonderful holiday for you, sir, especially if you’re booking early. Will it be for one person on more? B: it’s for 4 actually. My wife, me, and 2 children, 8 and 10 years old. A: so you’d like a double room or two sngle rooms? B: just a double room. A: could I get your name snf email address, sir? B: hang on just a minute. You also prodive car rentals don’t you? A: yes we do, sir would you like to know our rates? B: sure. A: here are the rated, sir. Compact - $21/day; Mid-size - $23/day, Full-size - $30/day; and Mini-Van - $36/day. Aside from the rental, there’s also 10% surcharge for taxes and fees. B: I’ll take a mini van. A: How long do you intend to use the car? jbm21

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B: three days. So how much is the vacation package again? A: %168/ person, but there’s a discount of 20% for the children. B: roughly, how much would it cost? A: about #714.80, sir. B: thtat’s rather expensive isn’t it? Let me think about that. I’ll call back. A: thank you, sir. But let me tell you that the 20% discount for the children is only good until the end of the week. B: I’ll take note of theat. A: could I have your name and phone number, please? B: It’s Mr. Robertson, 882-1130. A: thank you, sir. You don’t mind I suppose if I say you and your family deserve a vacation? B: NOT AT ALL. THANKS. A: thank you for calling IMI Travel. Have a nice day. Bye. B. Pronunciation Instruction: Go over the text again. List down some of the words that represent the / / and / ow / sounds in the text. Then find a pattern to classify them. / / sound /ow/ sound C. Practice by saying the following: / / saw /ow/ sow Bald Both Bought Bowl Call Cold Draw Dough Flaw Flow Fought Gross Hall Load Lunch Local Mall Note Talk Own Thought Roll Walk Row War Though Warm Told warn Zonejbm22

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D. Pronunciation Drills 1. Do I get a bonus point on my mileage? 2. Is that product produced locally? 3. Don’t get upset; I think I saw your name on the official list/ 4. You will see a sign in the hallway. 5. Are there malls around the city? 6. The three boxes of documents will be sent in two weeks. 7. Let me show you the time zone. 8. Can you phone me within the week? 9. You will have to comply with the airline rules. 10. Do you have a problem? Why don’t you make a toll free call? E. Intonation Patterns The third kind of intonation pattern is the ‘CIRCUMFLEX.’ This is used in sentences indicating choices. In the first choice, the voice goes up; while in the second choice, the voice goes down. Example: Are you taking the economy or business class? Exercises: Now use the circumflex. 1. Would you like a non-smoking or a smoking area? 2. Would you like some tea or coffee? 3. Is my rented car a Toyota or a Nissan? 4. Did you book me a single or a double room? 5. ARE THE CAR RENTALS EXPENSIVE OR REASONABLE? 6. IS THIS BUS LEAVING AT 10:00 OR 11:00 o’ clock tonight? 7. Do I pay in cash or traveler’s checks? 8. Will you have a dinner in a restaurant or in your room? 9. Will you go on a business or pleasure trip? 10. Have you booked me a ticket or not?COMMUNICATIVE FUNCTIONA. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to apologize and offer something.B. Using techniques: Apologizing and Offering Something jbm23

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USE THE FOLLOWING EXPRESSIONS TO APOLOGIZE: “Sorry to have kept you waiting.” “I’m really sorry, sir/ma’am.” USE THE FOLLOWING EXPRESSIONS TO OFFER SOMETHING: “We can certainly arrange a wonderful holiday for you.” “But let me tell you that the 20% discount for the children is only good until next week.”C. More practice: Can you add to the list? Apologizing Offering somethingD. Vocabulary and Idioms Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic expressions used” do you know what they mean? List down the idioms you found in the text and explain how you understand each. Idioms Used In The Dialogue Possible Meaning Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box: For ages Burnt out In a rut Good as new Go full steam ahead Package vacation Before you know it Itching to start Cover for you What I’ve been looking for A: I feel so tired and bored. It seems I’be been working on this account _____________. B: you must be feeling _____________. You’ve been doing the same thing all your life, haven’t you? You have the signs. A: what signs? B: what you are going through right now. You’re tired and bored, and probably feeling __________. Those are the signs. Why don’t you take time out of your work and to to say, the Caribbean? A: Hmmmnn, that sounds like fun, doesn’t it? B: if you want to spend a few days in the Caribbean, you can access this website: www.explorecarribean.com and book a _______________. jbm24

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A: that’s exactly ___________________. B: Hey, remember, while you’re on the vacation. I’ll _____________. So you forget your work and just enjoy yourself. And ___________, you’re _________________________. A: you’re sweet. B: it’s okay. Now, _____________ with your plan. A: I’m already _________________ my vacation.GRAMMAR A. Tag Question Exercise 1: Go over the 2 dialogues in this lesson. Underline the tag questions used. Exercise 2: list down other examples of tag questions. Tag Questions are questions placed at the end of a sentence. Note: We generally use a negative tag question after a positive sentence. “Mary is a call center agent, isn’t she?” Note: We generally use a positive tag question after a negative sentence: “Mary isn’t a call center agent, is she?” Tag Question means mean either of these two: 1st : you are not really asking s question; you’re only inviting the listener to agree with you. In this instance, you have to project the voice by going down. “Vincent doesn’t look happy today, does he? 2nd : but if you are really asking the question with this intention. Your voice goes up to get a yes or no answer. “You haven’t met any rude clients today, have you? B. Exercises: Complete the following sentences by putting the appropriate questions tag. 1. You’re not in a hurry, ________________? 2. Our manager speaks German, ________________? 3. The customer doesn’t need to get this information, ______________? 4. He’s not interested, __________________? 5. Be more cautious, ________________? 6. She hasn’t come back, _____________________? 7. The Director is still out, ___________________? 8. You didn’t book my flight, _______________?jbm25

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9. You wouldn’t mind telling, ________________? 10. There are more customers now, ________________?APPLY THE SKILLS A. Simulation 1. You work for Industrial Maintenance International. Help a customer who calls you about booking a Thanksgiving Holiday but on a tight budget. Give your reasonable options and suggest the best one. 2. A client would like to book for a weekend holiday for 25 people in a seaside resort. He inquires about your packages. What will you suggest to entice him to close the deal with you? 3. An executive calls to ask about a romantic 3-day holiday in Hawaii. He’s like the best accommodation for him and his wife. The deal includes hotel accommodation, food, and transportation services.ASSESSMENT Criteria:  Spontaneity  Probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns  Accuracy in the use of tag questions---------------------------------------------------------------End of Day 4---------------------------------------------- jbm26

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Day 5Providing Car RentalsOBJECTIVES 4. To meet clients’ needs with utmost care for customer satisfaction 5. To produce the /ae) and /a/ sounds correctly 6. To practice speaking using the different intonation patterns 7. To ask different kinds of questions to sound more natural in speaking English-------------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAK A. Dialogue CSR: IMI Links. Good afternoon. This is _________. Can I help you? CLNT: This is __________. I have a problem. I’m arriving in Houston at 8:00AM tomorrow and I’m running late for a photo shoot so I need a car to pick me up at the airport and take me to the museum before 9 o’clock. Could you make arrangements for me? CSR: We can do that. May I have your complete name, sir? CLNT: ___________, International Photography, Madison Square, New York. My flight number is 707 PanAm. CSR: Sir, please hold the line for a few minutes. I’ll call Solomon Car Rentals and see if there’s a car available for you. By the way, do you have any specific preference? CLNT: None. Any suggestions? How much is the rental? CSR: Our minimum is $63 an hour for an ordinary car. Would you like that or something else, sir? CLNT: That’s fair enough, isn’t it? CSR: Oh, most certainly, sir. We offer the best details in car rentals. CLNT: All right. I’ll take your word for it. I’ll take it then. CSR: Let me run through the arrangement, sir. So you are (name) ____________, flight number 707 PanAm will be picked up at the airport at 8:00AM. Your driver’s name is Nestor Miranda and you’ll be taking a whitr Camry with plate jbm27

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number Y41-TSD. You have to be at the museum before 9 o’clock. Did you get the details, sir? CLNT: Perfect! CSR: Anything else I can help you with? CLNT: Nothing more. You’re such a big help. Thank you very much. CSR: My pleasure, sir. Bye. B. Pronunciation Directions: Go over the text again. List down some of the words that represent the /ae/ and /a/ sounds in the text. Write your answers in the box. /ae/ Sound /a/ Sound C. Practice by saying these Extra words /ae/ /a/ Add Almond Bad Blond Baggage Bottle Bat Calm Cab Card Cap College Caravan Cop Crack Got Fax Hobby package[ Knowledge Pass Mark passport Palm Stamp Plot Transatlantic Psalm Transfer Sharp transportation shock D. Pronunciation Exercises 1. I need a cab to take me to the hotel. 2. Why don’t you leave your baggage here? 3. Does this card serve as the key? 4. My luggage was accidentally taken by an old blonde woman. 5. How much does a Philippine Package cost? 6. I’ll have my secretary fax the document to you, sir. 7. Where’s the shortest way to Philippine Package?jbm28

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8. How many reward points do I get for this flight? 9. There’s a caravan on Tenth Avenue. 10. Flights have to be canceled because of the war. E. Review Intonation Patterns Check if you still remember hoe three intonation patterns are used by reading the following sentences aloud. Use the appropriate intonation pattern foe each. “You remember the exact dates, don’t you? “I’ll get the tickets for you.” “Is this the way to Exit B?” Do we have to fill out the Departure Form now? “Is it the blue one or the white one?” “Which seat do you prefer – aisle or window?” Note:  The first pair of sentences is an example of rising and falling intonation. The first one is a tag question and the second one is a simple statement.  The second pair of sentence is an example of falling intonation pattern. Questions of this kind are answerable by yes or no.  The last pair of sentences is an example of circumflex intonation. They are statements that indicate choices. F. Intonation Pattern Exercises Exercise: Identify the intonation patterns in the following sentences. Write F for falling, C for circumflex, and R for rising intonation on the blank before the number. ____ 1. Take the new PNR train to Bicutan. ____ 2. Haven’t we met before? ____ 3. Let’s go to the counter now, shall we? ____ 4. Do you enjoy skiing or driving? ____ 5. This vacation package is unreasonably expressive. ____ 6. Is your child old enough to travel? ____ 7. You didn’t notice the warning sign at the lobby, did you? ____ 8. Are you taking the cruise with your whole family? ____ 9. Is it economy or business class? ___ 10. Do we get our tickets now? ___ 11. The stewards at PAL 101 are very friendly and accommodating. ___ 12. Would you like coffee or tea? ___ 13. Can we take a bus to the downtown area? ___ 14. Did you get a discount or not? ___ 15. Is that place in New Hampshire or Rhode Island?jbm29

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COMMUNICATIVE FUNCTIONS A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to confirm and to express gratitude. B. Techniques Use the following expressions to make confirmations: “Would you like that or something else, sir?” “That’s fair enough, isn’t it?” “Let me run through the arrangements, sir.” “Did you get all the details, sir?” “Anything else I can help you with?” Use the following expressions to express your gratitude: “You’re such a big help.” “Thank you very much.” “My pleasure, sir/ma’am.” C. More Practice: Can you do the list? Can you add more to letter ‘B’ above? Making confirmations Expressing gratitude D. Vocabulary and Idioms Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain in your own words their meaning. Idioms used in ‘Prepare to Speak’ Possible meaning Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box:jbm30

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adamant surcharge Mix up slipped Money back Regular Pay for Fr the longest time Coming up A: Car Rentals, Patrick speaking. How may I help you? B: This is Mr. Jackson. I’m afraid there’s been a ____________ and I’d like to clear the matter as soon as possible. A: What seems to be the trouble? B: A week ago, I rented a small Civic economy car from your airport office, so my son, who was arriving the following day could use it. The agent there told me I could have the car at $25 a day, __________ included. When my son returned the car yesterday, the agent was ____________ that he pay $30 plus 50 cents a mile. My son paid the surcharge, but I think that wasn’t fair. I deserve my money back, don’t I? A: Was he the same agent you talked to? B: Probably. A: I see. Now I know what the problem is. That time you rented the car was the last day of or mileage discount for economy cars. Charges for cars used the following day reverted to the regular rate. B: In that case, your agent should have made it clear to me. I’ve been renting cars from your company ______________, and this is no way to treat a ____________ customer. A: Indeed, I’m very sorry about that, Mr. Jackson. You’re right, the agent should’ve informed you. The discount no longer covered cars used the following day. B: That must’ve ____________ his mind. A: I see no reason why you should ______________ this mistake. Please send me the bill and your receipt of payment, and I’ll see to it that you get your ___________. B: that’s very considerate of you, Patrick. Thanks.jbm31

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A: Don’t mention it. Customer satisfaction is our main concern. By the way, in case you’re interested, we have mileage discounts for middle-sized and luxury cars _______ next week. B: I’ll let you know. Thank you. Bye. A: Our pleasure, Mr. Jackson. Bye.GRAMMAR A. Question Words, Yes/No Questions, Tag Questions Go over the two dialogues in this lesson. Underline the question words, yes/no questions, and tag questions used in the text. B. Review Do you still recall how the different kinds of questions are used? Write a short dialogue given the following situations using tag question words, yes/no questions, and/or tag questions. Situation 1: it’s your first day on a call center work and you already encounter an irate client. The client does not have most of the information you have to get from him/her in order to process the request. What kind of questions are you going to ask to get the information? Situation 2: you are on the last day of your training sessions. The trainer encourages all participants to ask questions for clarification or further explanation. What kind of questions are you likely to ask to make sure you are prepared for your job after the training?APPLY THE SKILLS A. Situation 1. A client calls to enquire about car rentals. On ordinary days, your cars cost $20, $30, $40 for small, medium, and large sizes, respectively. The prices are inclusive of per day insurance, tax, and mileage, except for gas. You also do inclusive weekend arrangements at $29, $39, $49.jbm32

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2. A client on holiday in Las Vegas calls to hire a car. He’s like a small car for the weekend. He calls your agency to see what you can offer. The total cost, without gas, should be $40. 3. A client makes an urgent call to ask you to sent a car at the airport, which is just a kilometer away from your company. There’s no available small or compact car. You want to clinch the deal so you try to convince her that a medium-sized one would do. What would you say for her to agree with your suggestion? B. Teacher feedback Criteria:  Spontaneity  Probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns  Accuracy in the use of the different kinds of questions--------------------------------------------------end of Day 5 -------------------------------------------------- jbm33

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Day 6Making Small TalkOBJECTIVES 1. To acquire strategies for small talk and fillers for dead air 2. To produce / / and /a/ sounds and pronounce words with correct word stress 3. To master subject-verb agreement rules-------------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAKDialogueA: Hi, _________! I heard you’re leaving for the US.B: Yeah. How’d you know about it?A: Of course, from the grapevine!B: It’s still hush-hush until the formal announcement.A: C’mon tell me. My lips are sealed. Trust me.B: My Unit Head recommended me for further training at the Head Office in Florida., and I’m going to be away for three months.A: Lucky for you! What will you be training for?B: Public Relations.A: Oh my, isn’t that wonderful?! Congratulations!B: thanks. I’m quite thrilled, though I can hardly believe that among the short listed, I was chosen.A: You’re the person for the job and the Board knew that.B: That’s quit flattering. But, you know the news came on such short notice that I have to get my visa this week and also my things in two days’ time. Good it’s still summer there. Most of my clothes will do. Otherwise, packing would be impossible.A: How can I be of help? Just tell me.B: So far, everything is falling into place. Thanks, anyway, I have to get going now. My interview for the visa is at three 0’clock this afternoon. jbm34

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A: Okay, go! Good luck! A. Pronunciation Directions: Go over the text again. List down some of the words that represent the / / and / a / sounds in the text. Write your answers in the box. / / sound / a / sound B. Practice by saying the following aloud: / / /a / About Arch Among Balm Attend Bottle Attire Calm But Card Children comet Cousin Drop Cup Flock enough Together Famous Foreigner Public Hobby Subway Horror Sun jog The Knowledge Tough Mark Trouble Qualm us Sharp starch C. Pronunciation Exercises 1. I want to stay calm but I just can’t help getting upset now. 2. In New York are we allowed to wear that kind of attire in the office? jbm35

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3. Did you notice the sharp curve along Main Street? 4. The children have to go back to School even if the family situation is still rough. 5. What kind of trouble did your foreign get into? 6. I’ve got no knowledge about the increase in registration fee. 7. I have no qualms taking the subway to Jersey. 8. Among the agents, only one has reached an outstanding mark. 9. You just can’t imagine the horror that trip to Long Island brought us! 10. In the East, it’s not enough that you jog every day. D. Word Stress Element of Language Stress 1. Loudness (force or intensity) 2. Pitch (lowness or highness of sound) 3. Duration (the length of the stressed word is greater than the unstressed word) Read the following words. Which syllables are stressed? 1. Customs 2. Maintenance 3. Itinerary 4. Coverage 5. Cashier 6. Baggage 7. Southern 8. Transatlantic 9. Mercedes 10. Mileage To better acquaint yourself with word stress or stress, you must learn how to consult the dictionary. Two (2) Kinds of Stresses 1. Primary (‘) stress 2. Secondary (“) stress Some words have a secondary and primary stresses. Example: ‘ “ “ ‘ Circumstance manifestationjbm36

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‘ “ “ ‘ Consequence penicillin “ ‘ “ ‘ Evaluation registration “ ‘ “ ‘ Humanitarian transportation Compound verbs have a primary stress on the second syllables and a secondary stress on the first. “ ‘ ‘ “ ‘ Understand outdo overflow E. Exercise in Word Stress 1. For this company to survive, we need innovative marketing strategies. 2. It’s the company’s obligation to overhaul the recruitment process to better screen applicants. 3. As a manager, his reputation as a no non-sense boss precedes him. 4. The classification of the different accounts depends on services rendered to clients. 5. Under what category should we place the complaint? 6. It is obligatory for all employees to get an NBI clearance. 7. Due to unavoidable circumstances, the airport was closed. 8. During the awarding ceremonies, he got a standing ovation. 9. The situation was such that he had no choice but to leave. 10. His associate nominated him for the position.COMMUNICATIVE FUNCTIONS A. Exercises: Practice the dialogue in ‘Prepare to Speak’ with a partner. Pay attention to the common expressions used to engage in small talks. B. Techniques/Strategies It’s still hush-hush until… My lips are sealed.jbm37

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Lucky for you! Isn’t that wonderful? I’m quit thrilled. That’s quit flattering. I have to get going now. What do you think is the usual topic of small talks based on the expressions on the above list? C. Discuss Briefly: /small Talks vs. Business/Formal Talk What do you think is the basic difference between the two? D. More Practice: Can you add to the list? Common Expressions in small talk Equivalent Expressions in Business Talk E. Vocabulary and Idioms Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each. Idioms used in the dialogue Possible meaning Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box: Fill me in Dead air Edgy Keep me on my toes No doubt about that Moment of silence Acting up Get backjbm38

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A: Hi, ____! Nice to see you. Have a seat and ______________ on your latest job experience. B: I like that. We recently had a workshop on avoiding _____________ while calling calls. The next day the language coordinator checked our conversation with clients. A: didn’t that make you __________________? B: Not really, just _________________. A: Good to hear that. B: There was this client who lost her flight schedule and connecting flight itinerary. A: that’s fairly easy to handle. B: ______________, but my computer gave me trouble. A: what did you do? B: Well, I kept talking to her, not even a ________________. I told her I was retrieving the information but my computer was ____________. It would probably take five minutes or so to pull up the information. I guess I sounded sincere she said she didn’t mind waiting. I said thank you and told her the computer was already running the data, and I was scrolling down to M to get her name, and I was very close. You see a damn second of waiting could mean a minute. So I kept talking to her and kept her informed about what was happening, and before we knew it the information flashed on the screen. A: that was a good job. Congratulations. B: Well, I studied the expressions and practices saying them in front of the mirror. After all, I wanted to impress the Coordinator (laughs).GRAMMAR A. Subject-Verb Agreement or SVA (Part 1: Rules 1-6) RULE 1: A singular subject requires a singular verb; a phrase subject requires a plural verb. Example: Ella takes the bus to work. Ella and John take the bus to work.jbm39

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RULE 2: Titles of books, movies, etc., always requires a singular verb Example: Gulliver’s Travels is on sale at eh bookshop Caribbean Cruises is offering big discounts for the Thanksgiving Holiday. RULE 3: Amounts, distances, measurements, always require a singular verb. Example: Fifteen miles is the distance between Xanadu and Island Paradise. Seventy dollars is the car rental fee. RULE 4: When both positive and negative subjects are in the same sentence, the verb should take after the positive subject. Example: The trainers, not the participants, are responsible for the materials. RULE 5: Intervening words such as, “together with, as well as, along with, including,” etc., do not affect the verb Example: The training manager, as well as the team leaders, has submitted the monthly report. RULE 6: The word “and” when referring to the same subject, requires a singular verb; “and” requires a plural verb when referring to different subjects. Example: An old friend and my boss are at the same unit. Exercise: Underline the correct form of verb 1. Customer Service Representatives (gains, gain) meaningful experiences in dealing with different kinds of people. 2. The coordinator, as well as her subordinate, (was, were) on her way to the main office when the Manager came. 3. That $5000 profit last week (is, are) the highest so far. 4. “Pirates of the Caribbean” (has, have) been surprisingly popular among the young movie viewers. 5. I think “Romeo and Juliet” (is, are) not really about love. 6. When we travel, my mom and dad usually (pays, pay) in cash. 7. (is, are) five kilometers long?jbm40

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8. The three customers, not the agent, (was, were) the ones who complained. 9. My friend and manager (wants, want) me to come along. 10. The agent and the team leader finally (breaks, break) their silence.APPLY THE SKILLS A. Simulation: Prepare a 3-minute role-play on the following situations. 1. A client asks about discounts at 3 hotels of her choice in San Francisco. She wants to know the packages that suit her specifications. Your computer is very slow at retrieving the information, how will you fill in dead air so the client will not get impatient? 2. While you are pulling the information regarding a confirmation of flight schedule, hotel booking and car rental of your client from Arizona, the computer snags. Try small talk so the client will not mind waiting. 3. The information on connecting flights from North Carolina to Hawaii that the client wants is taking time as your system is slow. You try small talk as well as fillers to keep your client occupied while waiting. B. Fishbowl Approach The class will be divided into two or three groups depending the size of your class. One group will observe the performers and take note of their strengths and weaknesses. Each observer will have a partner to observe. Then after the performance, the observers will critique the partner’s strengths and weaknesses according to the criteria set. Afterwards, the groups will shift roles. Criteria:  Spontaneity probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns  Accuracy in making the subject agree with its verbjbm41

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Day 7Making SuggestionsOBJECTIVES 1. To practice expressions in making suggestions 2. To produce / u / and / uw / sounds and correct word stress 3. To master subject-verb-agreement (SVA)-------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAK A. Dialogue A: Good morning, Mr. Robertson. IMI Travel on the line. Sir, you rang us up a few days ago about a vacation package you were planning to spend in Orlando. Have you made a booking yet? B: No, um…I haven’t done anything yet. I was about to phone you, in fact. A: that’s a coincidence. Let’s see now. You were inquiring about 5 nights in Orlando and car rentals, weren’t you? B: Yes. Nut I had to think about it because it was bit over my budget. A: That’s why I called, sir. IMI Travel has come up with special last minute packages. Why don’t you consider our offer? I’m sure you’ll find one that’s easy on your pocket. Here are our packages. Orlando, 5 nights, includes hotel accommodations, airfare, car service Option A: $188 with 10% discount for the first 20 bookings in 2 weeks Option B: $220 with 15% discount for the next 20 bookings in 4 weeks Option /c: $250 with 10% discount for the last 10 bookings in 5 weeks If I make suggestion, I’d recommend package A. all it requires is that you book for 2 weeks in advance. It’s very easy to pay because we accept credit cards. Would this be fine with you? jbm42

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B: Sounds all right. Book me then. A: Thank you, sir. Anything else? B: Nothing more. Thanks. B. Pronunciation Directions: go over the text again. List down some of the words that represent the / u / and / uw / sounds in the text. Write your answers in the box. / u / sound / uw / sound C. Practice by saying the following aloud: /u/ / uw / Book Booth Cook Cruise Foot Fool Full Group Good Lose Hood Proof Push Prove Put Route Should Rude Stood Rule Would Truth your whose D. Pronunciation Exercises 1. My last cruise to the Caribbean was full of welcome surprises! 2. Would you mind following even just the basic rules? 3. To avoid losing your baggage, make sure you put them all at the counter. 4. Which route do your clients prefer? 5. Did you visit the Bookish Boot in Lake Cit? I think it’s really good. 6. How many groups of Europeans are there in your neighborhood? 7. You have to present any proof of purchase to get your prize. 8. Some agents really have to push their customers to the limit just to get the truth from them. 9. Isn’t it rude to bring our own cooked food to the party? 10. I can’t leave tomorrow night because of my hurt foot; so I will have to rebook my flight.jbm43

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E. Word Stress Rules These are some of the generalizations about stress in certain groups of words: 1. Most words with two syllables are stressed on the first syllable. airline Client duty Penny baggage details eastern Prepaid Booking dollars later transfer business double local western 2. Intensive-reflexive pronouns are stressed on the word self or selves yourself herself ourselves myself himself themselves 3. Numbers in –teen receive the stress on the word –teen to distinguish it clearly from numbers in –ty. Seventeen-seventy Eighteen-eighty Fifteen-fifty Thirteen-thirty 4. Words ending in –ical, -ion, -sion, -ic and –ity always have their primary stress on the syllable before the ending. Cancellation Confirmation economic Equality exclusivity Historic Regularity satisfaction 5. Generally, when a suffix is added to a word, the new form retains the stress on the same syllable as the original. Dutiful Guidance Trainable Doable happiness assignment 6. Words which show a shift in use as either a verb or noun differ in stress. NOUN VEERB NOUN VERB object object Subject Subject present present conduct Conduct permit permit contrast Contrast record record address Address progress progress rebel rebeljbm44

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Generally, this rule also applies in two-word verbs. NOUN VERB Make up Make up Pick up Pick up Put on Put on Turn over Turn over F. Exercise in Word Stress 1. The injured were brought immediately to the hospital. 2. Our records show that more than 70% of our clients are satisfied with our services. 3. Talented people are sometimes misunderstood as smart-alecky. 4. Do you think that our projections for the coming year are attainable? 5. He expressed his condolences to the bereaved family. 6. We will reap a fruitful year if things go as expected. 7. There should be a close coordination between the management and the personnel department. 8. The committee on external affairs met to discuss new policy changes. 9. Such an admirable trait will never go unnoticed. 10. There’s a sharp contrast between a proactive and reactive manager.COMMUNICATIVE FUNCTIONS A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to make a follow-up and give suggestions. B. Techniques  Use the following expressions to make a follow up: Sir, you rang us up a few days ago… Have you made a booking yet? You were inquiring about… That’s why I called, sir.  Use the following expressions to give suggestions: Why don’t you consider our offer? If I may make a suggestion… Would this be fine with you? C. More Practice: Can you add to the list?jbm45

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Making a Follow up Giving suggestions D. Vocabulary and Idioms Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each. Idioms used in the dialogue Possible meaning Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box Dead air Throws back Is in for Get back to How can I put it? May sound like a dumb question A: Marionette….uhmm… _____________. B: Yes, are you saying something? A: I was wondering if you could help me…I’d like to know …uhmm…what topics make for a good small talk? B: That’s an interesting question. As far as I know, we can talk about the weather, sports, movies, and other entertainment news, current events, places, or anything safe and interesting to talk about. But never about politics, religion, and other very personal topics. Also nothing racist or sexist. A: Yes, I understand that. My problem is – how do you know if the client _________ some small talk while waiting. B: I think the secret is for you to be sensitive to know the answers. A: This _____________, but could you tell me how to gauge a client’s response. B: Listen to the tone of his voice. If he sounds lukewarm or unfriendly even if he answers your question, he’s not encouraging any conversation. You better hurry locating the information he wants. For example, you say, “Nice place to spend the weekend” and he answers “Oh yeah” and keeps quiet. A: How do I fill in _______________? B: Sound sincere in saying you’re retrieving the information he needs, but it’s taking a longer time. Ask if you could just call him back. If he agrees, get hisjbm46

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phone number. If he says he’ll wait, ask for 2-3 minutes. Don’t keep quiet though. Say something like you’re doing your best to be quick but the system is really slow, but assure him you’ll soon get there. A: Okay, thanks for that. Let me ________________ client response. If the client sounds enthusiastic, does that mean he’s inviting a conversation? B: Yes, especially if he _________ a question at you after answering. Be careful though not to overstretch the conversation. One thing more, sound sincerely enthusiastic, too. A: That sounds great. Thanks. B: I have to go. See you.GRAMMARSUBJECT-VERB AGREEMENT (Part 2: Rules 7-10)RULE 7: “Neither…nor, neither…or” require a singular verb, if both subjects are singular. It not,the verb follows the subject closer to it. Example: Either James or the ladies are ready for the presentation. Neither the guest speaker nor the coordinator was present.RULE 8: Indefinite pronouns like “anybody, everybody, anyone, no one, each, nobody,somebody, everyone, not one, someone, every,” etc., always require a singular verb. Example: Everyone loves going to the beach. Each of the packages has been disconnected.RULE 9: “Few, both, several, many” always require a plural verb. Example: A few of them think we should go as planned. Many of them go to the movies on weekends and holidays. Both have the right to complain.RULE 10: “A number of” requires a plural verb; “the number of” requires a singular verb. Example: A number of customers have already complained. The number of agents receives a free vacation package to Hong Kong.Exercise: Supply the correct form of the verb based on the given word in the parenthesis. 1. Neither the passengers nor the flight steward (be) _____________ aware of yesterday’s problem. jbm47

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2. Despite his annoying habit, no one in the department (have) ___________ called his attention. 3. The number of applicants (expect) ____________ to get the 50% discount from last week’s promo. 4. Several issues (have) ____________ been raised at the meeting. 5. Not one of these choices (be) __________ promising. 6. For the past weeks now, neither my customers nor my team leader (have) ________ complained. 7. I am pretty sure! Both (be) __________ getting Vacation Package B. 8. A number of flights (have) _______________ been canceled. 9. Each of the participants (get) _____________ a package tour to Rhode Island. 10. Either the consultant or the clients (be) ____________ making it difficult for the company.APPLY THE SKILLS A. Simulation: Prepare a 3-minute role-play on the following situations. 1. A client asks about several vacation packages for a family of 5 in the East Coast. Give him the best options so you can close the deal right away. 2. A client wants to book for a two-week honeymoon in New Mexico. He has a limited budget. Offer several packages that are within his budget do he’ll be able to pick the one that he thinks is the best choice. 3. A couple wants a mountain hideaway for a week. Give the caller 5 choices in the West Coast. See to it that they book their choice before the call ends. B. Fishbowl Approach The class will be divided into two groups. One group will observe the performers and take note of their strengths and weaknesses. Each observer will have a partner to observe. Then after the performance, the observer will critique the partner’s strengths and weakness according to the criteria set. Afterwards, the groups will shift roles. Criteria:  Spontaneity probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns  Accuracy in making the subject agree with its verb----------------------------------------------End of Day 7 --------------------------------------------------------------- jbm48

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Day 8Giving Assistance and InstructionsOBJECTIVES 1. To practice more expressions in giving assistance or instructions 2. To practice / p / and / f / sounds 3. To practice proper sentence stress to show emphasis 4. To master subject-verb agreement rules-------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAK A. Dialogue CSR: United Airlines. This is ______. How may I help you? CLNT: Yeah. I need to get the fastest ride from the Chicago Airport to John Hancock Center. CSR: May I get your name, Ma’am? CLNT: This is Vida Ritchie. CSR: What time are you arriving at the airport? CLNT: About9:30AM. But I have to get to Hancock Center before 10:30. CSR: all right, Ma’am. The fastest way to get there is through the Express Train on NorthEast Line. CLNT: where do I take that? CSR: you’ve got to exit through Gate A and walk about 20 meters to the waiting lounge. There you’ll see a number of slot machines. Look for slot machine E to get your single journey ticket to Hancock Station. The center is a 5 minute walk from the station. CLNT: Hold it! How long is it from the airport? CSR: It’ll only take you 15-20 minutes. CLNT: Uh-uh. I’ll take that. You’re a big help. Thanks. CSR: My pleasure, Ma’am. Hope you enjoy your trip. jbm49

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B. Pronunciation Directions: Go over the text again. List down some of the words that represent the / p / and / f / sounds in the text. Write your answers in the box. / p / Sounds / f / sound C. Practice by saying the following: /p/ /f/ Appeal Affair Beep Beef Cop Cough Deepen Deafen Lap Fact Leap Fair Open Feign Pace Fin Pact Foot Pain Laugh Pair Leaf Pin Often Pony Phase put phone D. Pronunciation Exercises 1. Most customers are not willing to get the latest pair of Fairmount shoes without the 50% discount. 2. I need to get a phone call to Pony Island. 3. The Team Leader couldn’t help but laugh when she saw my wild pink laptop. 4. Do you think we can make it to the next phase in the training considering our pace? 5. Everyone has to wear the blue pin to see the dolphin show. 6. One of the cops could not accompany the customer to the hospital because of his severe cough. 7. The Manager has expressed the need of the company is beef up its shares. 8. While on the Cinetrain, please don’t forget to put your feet under your shoes.jbm50

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9. I’d definitely go to the fanfare on Friday. 10. More than fifty guests expressed their desire to be at the evening affair tomorrow. E. Sentence Stress: the general rule is that content words are stressed and function words are not stressed unless the speaker wants to give special emphasis to them. Content Words 1. Nouns 2. Verbs 3. Adjectives 4. Adverbs 5. Demonstratives 6. Interrogatives Function Words 1. Articles 2. Prepositions 3. Personal Pronouns 4. Possessive adjectives 5. Relative pronouns 6. Common conjunctions: and, but, yet, so 7. The word ONE when used as pronoun 8. Auxiliary Verbs and Linking Verbs However, when these are used at the end of the sentence, they are stressed. Example: A: This is wrong. B: It is correct. I know it is. And when they are used in tag questions: Example: You did not make a reservation, did you? You are taking a holiday, aren’t you? F. Exercise in Sentence Stress Read the following short dialogues. Take note of the sentence stress A: Hey, did you say you are quitting? B: I did. Why? What’s wrong with quitting?jbm51

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A: Only cowards are quitters. B: Only fools don’t change their minds. A: You’re a fool, aren’t you? B: You’re a coward, quitter!COMMUNICATIVE FUNCTIONS A. Exercise: Practice the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to respond to a customer who asks for assistance. Observe the proper way of giving instructions. B. Techniques:  Use the following expressions to respond to a customer who asks for assistance: “What time are you arriving…?” “The fastest way to get there is…” “It’ll take about…minutes.”  Use the following expressions to give instructions: “You’ve to exit through…” “Walk about _________________ meters…” “Look for…” C. More practice: Can you add to the list? Responding to a customer asking for Giving instructions assistance D. Vocabulary and Idioms Exercise 1: go over the dialogue box again. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each. Idioms Used in the Dialogue Possible Meaningjbm52

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Exercise 2: Complete the dialogue below with the appropriate vocabulary and Idiomatic expressions from the box. hurdles On me shrugged Run into All ears Baptism of fire Got down to business Went to that length A: Hey, good to see you, Brooke! How have you been? B: Same here, Marionette. Well, I’m okay. Talking of mental telepathy, I was wishing I’d ____________ you today. A: Really? Me, too. You see, last time I wanted to talk more about fillers and dead air but time was short. B: it’s all right. I’m relieved I didn’t have my _______________ the first time I was on board. I guess I did finally fairly well because I was able to deal with the clients without any hassle. A: Congratulations. You __________ the acid test. B: I wouldn’t have made it without your help. A: What would you like to order? B: No, order what you want. It’s ____________. A: There are still some things I’d like to discuss with you – some realizations while I was taking calls. B: I’m __________. Tell me. A: I realized that client-call agent communication was easy because I was relaxed and I was myself. I also listened carefully for information that could keep the conversation going. Guess what, I was conversant on small talk topics because I spent lots of time reading and watching American sitcoms to get myself accustomed to the accent. B: You ____________? You’re marvelous! A: If the client didn’t respond to my question, I didn’t take it personally, so I didn’t feel bad. I just ____________ my shoulders and ___________. I was friendly, and accommodating. B: I bet the next time you go on board, you’re a veteran.jbm53

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A: Not really, but more confident. B: Give me five.GRAMMARSUBJECT-VERB AGREEMENT (Part 3: Rules 11-14)RULE 11: Mass nouns like “water, air, wind, fire, space” require a singular verb. Example: Wind blows stronger in Midwest. Space is maximized in an airplane.RULE 12: Collective nouns like “family, army, orchestra, crow, audience, herd, flock, team,convoy, staff” require a singular verb if they are taken a whole or collectively, and plural whenthe individual members are thought of as acting separately. Example: My family is leaving for Tallahassee next month. My family are going on their separate ways to explore the place.RULE 13: Some common and proper nouns ending in –s including –ics are singular and take asingular verb. Example: No news is good news. This series of exhibits is fascinating.RULE 14: Nouns occurring in sets of 2 take the singular form when the word pair is present, butthey take the plural form when the pair is absent regardless of whether one pair or more isbeing referred to. Example: A pair of leather shoes is what I need to get on this trip. My only black leather shoes are old now. Exercise 1. A: What (does, do) your family plan to do this summer? B: My parents (plan, plans) to go to Florida. 2. A: What kind of news (is, are) that? B: I know it’s terrible! I think the information (has, have) been tampered with. 3. A: How much (is, are) a pair of Gucci sunglasses nowadays. B: It’s rather expensive now. Why (doesn’t, don’t) you wait till the sale season? 4. A: Why (does, do) everybody seem agitated? B: I think some space (is, are) what we all need right now. jbm54

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5. A: Why (is, are) the audience complaining? B: Well, the whole team (hasn’t, haven’t) arrived yet.APPLY THE SKILLS A. Simulation: Prepare a 3-minute role play on the following situations: 1. A client is arriving at the airport one and a half hours before his scheduled lecture in a university. He has to arrive at the place at least 30 minutes earlier so he can still compose himself, aside from checking the venue and the necessary visual aids. Give him the shortest route or ride to the university. 2. A client from Philadelphia lost his plane ticket and asks how he could get a new one. The ticket is part of his 3-night vacation package I Holiday Inn South Beach Resort in Miami. 3. A client wants to book for three nights at the Miyako Hotel Los Angeles. He is asking foe several packages. Suggest the best option. Once he decides to book, ask if he could guarantee his reservation with a credit card. B. Fishbowl Approach The class will be divided into two groups. One group will observe the performers and take note of their strengths and weaknesses. Each observer will have a partner to observe. Then after the performance, the observers will critique the partner’s strengths and weaknesses according to the criteria set. Afterwards, the groups will shift roles. Criteria:  Spontaneity probability of the situation  Correct use of vocabulary and expressions in context  Correct production of vowel sounds  Correct use of intonation patterns  Accuracy in making the subject agree with its verb----------------------------------------------End of Day 8 --------------------------------------------------------------- jbm55

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Day 9Giving Assistance and Handling Direct FlightsOBJECTIVES 1. To use expressions in giving assistance and handling direct flights. 2. To practice / b / and / v / sounds 3. To emphasize a particular idea within a sentence using proper intonation and stress 4. To master subject-verb agreement rules-------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAK A. Dialogue – Direct Flights CSR: Maple Airline. This is Jane. Can I help you? CLNT: yes, please. Do you have a direct flight from Seattle to Memphis? CSR: Let me check that for you, sir. Do you mind giving me a moment? CLNT: Not at all. CSR: when are you leaving, sir? CLNT: On the 18th of this month. CSR: we have one direct flight on that day, sir. What time are you leaving? CLNT: is that flight available in the morning? I plan to leave around eight. CSR: Oh, I’m sorry, sir, but it’s not. Our only direct flight is the last flight for the day, which is at eleven twenty in the evening. CLNT: I see. Oh well, I think I’ll have to check with another airline then. Thanks for your help anyway. CSR: You’re welcome. B. Pronunciation Directions: Go over the text again. List down some of the words that represent the / b / and / v / sounds in the text. Write your answers in the box. jbm56

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/ b / Sounds / v / sound C. Practice by saying the following: /b/ / fv/ Ban Rove Bane Vain Beer Van Best Veer Bet Vest Biking Vet Boys Viking robe voice D. Pronunciation Exercises 1. I bet your vet is better than mine. 2. Don’t veer away from the conversation. You must explain why you have to take beer every morning. 3. I believe my vanity is a bane rather than a boon. 4. My mom used to tell me how she met an interesting Viking while biking the village. 5. The members of the San Diego Boy’s Choir got the most angelic voices I have ever heard. 6. In Vienna, huge vans are banned on weekends. 7. Do you happen to know where to get the best piece of vest? 8. I would like to spend my next vacation close to a bay up north. 9. Did you see the beautiful vivacious customer we had last week? 10. A V-neck would be best for your body type.jbm57

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E. Intonation and Stress In normal speech, intonation is not only made at the end of the sentence, but also within the sentence. This is called now d]final intonation. The voice rises on a stressed content word or a specialized function word to emphasize a particular idea other than the word at the end of the sentence. This generally happens in sentences showing comparisons and contrasts, in compound sentences showing comparisons and contrasts, in compound sentences, and in complex sentences. Examples: 1. Comparisons Using a mobile phone is more convenient than using a landline. In comparisons and contrasts, the idea compared or contradicted requires a rise in pitch (the musical tone with which we pronounce the stressed syllable) to show emphasis. 2. Compound sentences The first sentence ends with a rising-falling pattern. The second unit observes the rule of the final intonation. “Let’s take the package tour; it’s cheap.” 3. Complex sentence: Conditionals “If you book now, you’ll get a 30% rebate.” F. Exercise in Intonation and Stress 1. Each class takes five hours, and there are five classes a week. 2. The client wants to rebook her flight, but she refuses to pay extra charge. 3. Are you going to Denver or Aspen? 4. Has the client agreed to pay the penalty charge or not? 5. Is your flight tonight or tomorrow? 6. Will you meet your friend or do you prefer to go home? 7. Lisa speaks more fluently than I do. 8. Karen can type faster than Ana. 9. It’s more economical to hire a local than an expert. 10. I’ll book the room, but please hold it until 11 tonight.jbm58

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COMMUNICATIVE FUNCTIONS A. Exercises: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to give assistance to client’s inquiries. B. Techniques: use the following expressions to give assistance to client’s inquiries. “Let me check that…” “When are you leaving, sir?” “Oh, I’m sorry, sir, but it’s not.” C. More practice: Can you add to the list? Giving assistance to Client’s inquiries D. Vocabulary and Idioms Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic expressions used? Do you know what they mean? List down the idioms you found in the text and explain how you understand each. Idioms Used in the Dialogue Possible Meaning Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box: Tricks of the table Put a premium on Pretty occupied The ins and outs Better said than done Wrap upjbm59