Making Suggestions
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?
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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 his
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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.
GRAMMAR
SUBJECT-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.
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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 ---
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