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- 1. Day 1 Objective Orientation Personal description Setting of expectations Rules and policies Materials Pen, paper and yourself. Time 4 hours Procedure Begin by writing about yourself by reading the paragraph below, and using the tips to help you write your own personal description. Continue by reading a description of another person and then write a description about one of your friends. Say it to the class Read the following paragraph. Notice that this paragraph describes the person who is writing the introducTory paragraph. Hello, my name is James. I'm a programmer and I come from Chicago. I live in Seattle with my wife Jennifer. We have two children and a dog. The dog is very funny. I work at a computer company in the city. The company is very famous and successful. Our daughter is named Anna and our Son is named Peter. She is four years old and he is five. We like living and working in Seattle. Tips for Writing a Personal Description about Yourself Use 'come from' for the city or country where you were born. Use 'live' for the city where you currently live. Use the present simple tense to explain what you do every day. Use 'have' or 'have got' to speak about your children, pets, etc. Use 'a' the first time you mention something. For example, I live in a house. Then use 'the' after the first time you write about it. For example, I live in a house. The house is in Seattle.
- 2. Remember to use he, his, him for boys and men and she, her, her for girls and women. Use 'our' when speaking about the whole family. Use 'like doing' when speaking about hobbies. ICE BREAKER The Pocket/Purse Game - everyone selects one (optionally two) items from their pocket or purse that has some personal significance to them. They introduce themselves and do a show and tell for the selected item and why it is important to them. Read the following paragraph. Notice that this paragraph describes a different person than the person who is writing the introductory paragraph. Mary is my friend. She is a student at a college in our town. The college is very small. She lives in an apartment in the center of town. She doesn't have a dog or a cat. She studies every day and sometimes works in the evening at a small shop. The shop sells gift items like postcards, games and other small items. She enjoys playing golf, tennis and walking in the countryside. Tips for Writing a Personal Description about a Friend Remember to add 's' to the present simple tense when writing about other people. In the present simple tense, 'doesn't' takes the 's' in the negative form. Remember to use 'doesn't + verb' in the negative. Use sometimes, often, never, etc. before the main verb in a sentence. Remember to use he, his, him for boys and men and she, her, her for girls and women. Use 'enjoys doing' when speaking about hobbies. It's okay to connect a few verbs using commas, but place 'and' before the final verb in the list when speaking about someone's hobbies. For example, She enjoys playing tennis, swimming and riding horses. Exercise
- 3. 1. Write a paragraph about yourself. Try to use a variety of verbs and 'a' and 'the' correctly. 2. Write a paragraph about someone else. You can write about a friend or a someone from your family. 3. Compare the two paragraphs and note the differences in pronoun and verb use. For example, I live in Seattle BUT She lives in Chicago. My house is in a suburb. BUT His house is in the city. Homework Record your voice by reading or describing your favourite food or place. Start practicing in speaking in English at home. Get two words in the dictionary and know the meaning and pronunciation of it. Day 2 Objective Discuss the homework and listen to at least 5 recordings in front of the class Students will: 1. Understands the culture and meaning of call center 2. Metrics 3. Call handling process 4. Call flow 5. Phone etiquette 6. Overcoming fillers 7. Call center terminologies Materials Projector, pc and speakers Time 4 hours Procedure
- 4. 1:00 – 3:00 discuss topic 1. Understands the culture and meaning of call center 2. Metrics 3. Call handling process 4. Call flow ICEBREAKER The Talent Show - Everyone selects one talent or special gift that they possess and can demonstrate for the group. They introduce themselves, explain what their special talent is, and then perform their special talent for the group. 3:30 – 5:00 discuss topic 8. Phone etiquette 9. Overcoming fillers 10.Call center terminologies Homework Watch news and discuss it to the class. Practice speaking in English at home. Get two words in the dictionary and know the meaning and pronunciation of it. Day 3 Objective Discuss the homework and pick 5 students to listen to the news that they heard Basic computer skills Tools use in a call center Operating system including terminologies Materials Pc, headset, and sample pictures of what we can see in a call center office Time 4 hours
- 5. Procedure 1:00 – 2:00 discuss the basic computer skills including the parts of it 2:00 – 2:45 show the pictures of different tools Icebreaker Story Time Game - The facilitator starts a story by saying a sentence. It then goes in a circle, each person adding a sentence onto the story-after repeating each sentence that's already been added. 3:00-5:00 familiarised with different terminologies in computer setting for call center Homework Research on American Culture. Practice speaking in English at home. Get two words in the dictionary and know the meaning and pronunciation of it. Day 4 Objective American culture and values Cities and states including abbreviation and map American holidays and their landmarks American Idioms Materials Pc, projector and speakers Time 4 hours Procedure 1:00-2:00 American culture and values 2:00-3:00 Cities and states including abbreviation and map Icebreaker CHARADES 3:30-4:30 American holidays and their landmark 4:30-5:00 American Idioms
- 6. Homework Watch or search American movies and discuss it to the class. Practice speaking in English at home. Get two words in the dictionary and know the meaning and how to pronounce it correctly. Day 5 Objective Pronunciation and Enunciation Intonation Word connections Silent letters Jokes, Folks! Watch Ellen DeGeneres show Materials Pc, projector and speakers Time 4 hours Procedure 1:00-2:00 Pronunciation and Enunciation 2:00-3:00 Intonation Icebreaker American genius (Pinoy Henyo) 3:30-4:00 Word connections, Silent letters 4:00-5:00 Jokes, Folks! Watch Ellen DeGeneres show Homework Practice speaking in English at home. Get two words in the dictionary and know the meaning and how to pronounce it correctly. Day 6 Objective GRAMMAR Tenses
- 7. Subject Verb agreement Adjectives Conjunctions Materials Pc, projector, ball for icebreaker Time 4 hours Procedure 1:00-3:00 Tenses Subject Verb agreement Icebreaker Ball Toss Game - This is a semi-review and wake-up exercise when covering material that requires heavy concentration. Have everyone stand up and form a resemblance of a circle. It does not have to be perfect, but they should all be facing in, looking at each other. Toss a nerf ball or bean bag to a person and have tell what they thought was the most important learning concept was. They then toss the ball to someone and that person explains what they though was the most important concept. Continue the exercise until everyone has caught the ball at least once and explained an important concept of the material just covered. 3:30-5:00 Adjectives Conjunctions Homework Practice speaking in English at home. Get two words in the dictionary and know the meaning and how to pronounce it correctly. Day 7 Objective Customer service Interactive communication Probing skills, paraphrasing, clarifying, summarizing Active listening Materials Pc, projector and speakers
- 8. Time 4 hours Procedure 1:00-3:00 Customer service Interactive communication Icebreaker Pass the message 3:30-5:00 Probing skills, paraphrasing, clarifying, summarizing Active listening Homework Practice speaking in English at home. Get two words in the dictionary and know the meaning and how to pronounce it correctly. Day 8 Objective Watch Movie Movie review Materials PC, projector and speakers Time 4 hours Procedure 1:00-3:00 watch movie 3:00-5:00 movie review Day 9 Objective Job interviews rules Tips and sample answer on commonly asked questions during interview Practice interview on the group/class
- 9. Materials PC, projector and speakers Time 4 hours Procedure 1:00-3:00 Job interviews rules Tips and sample answer on commonly asked questions during interview 3:00-5:00 Practice interview on the group/class Homework Practice speaking in English at home. Get two words in the dictionary and know the meaning and how to pronounce it correctly. Day 10 Objective Communication barriers Call listening Sample call simulations Materials PC, projector and speakers Time 4 hours Procedure 1:00-2:00 Communication barriers Icebreaker The Quiet Game - The instructor explains that this exercise will take self control. Members pair back to back. On the count of three, everyone must face their partner, look each other in the eyes, and then try to remain solemn and serious. No speaking! The first to smile or laugh must sit down. All who remain standing then take a new partner and the activity continues until only one person has not smiled or laughed. (Second round of playing can involve two teams competing tooutlast each other.) If you get a pair at the ends who are both keeping a straight face, the rest of the group can act ask hecklers to disrupt them. 3:30-5:00 Call listening Sample call simulations
- 10. Homework Practice speaking in English at home. Get two words in the dictionary and know the meaning and how to pronounce it correctly. Day 11 Objective Refresher on the call flow Preparing for call simulation Practicing call simulation Materials Time Procedure Day 12 Objective Call Simulation together with the partner back to back Materials Not applicable Time 4 hours Procedure Call Simulation together with the partner back to back Day 13 Objective Call Simulation together with the Instructor as a customer Materials Pc, headsets
- 11. Time 4 hours Procedure Call Simulation together with the Instructor as a customer Day 14 FINAL ASSESTMENT Day 15 CONTINUATION OF FINAL ASSESTMENT