13 Days Call Center Training Module

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13 DAYS

of

CALL CENTRE TRAINING GUIDE MODULES

Within the Customer ServiceRepresentative Working Environment

Focusing on

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C

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Training

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DAILY TRAINING REQUIRED ELEMENTS

TASK FOR

THE DAY

PREPARE TO SPEAK LEARNING GRAMMAR FUNCTIONS APPLY THE RULES/SKILLS ASSESSMENT THE OBJECTIVES

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Day 1

Making Introductions and Greetings

OBJECTIVES

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

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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?

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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.

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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 FUNCTIONS

Analysis: Recall your own dialogue in the introductions and the sample dialogue above. Identify familiar expressions you used and the ones used in this text. When are the expressions used? How are they used?

Expressions Used Function/s

Now look at the following expressions Introducing 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 ______________________________________________________

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Note: When introducing yourself to someone, you often need to give not only your name, but also other relevant details about yourself or the situation you presently are having. The same is true when introducing someone to others.

Introducing others

EXPRESSIONS ADDITIONAL INFORMATION A. Formal

Hi. I’d like you to meet ….

Good morning. May I introduce… I’d like to introduce…

…a colleague of mine. …our sales manager. …my old time friend.

EXPRESSIONS ADDITIONAL INFORMATION B. Informal

Can I introduce… This is…

I want you to meet…

…he’s here for the week. …my counterpart.

…from the IMI division.

GREETING POSSIBLE REPLY TO THE GREETING A. Formal

How do you do? B. Informal

Hello. Nice to meet you Hi.

How do you do? I’m fine/I’m doing well.

How do you do? I’m very pleased/delighted to meet you. It’s very nice to meet you, too.

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 to shake hands. This is when the greeting ‘How do you do?” is appropriate, but it is only used for the first time.

Other rules in introducing others

Younger to older – introduce the younger person to older person. Example: Father, this is my friend, Annie. Annie, this is my father.

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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 superior

Example: Sir Miranda, this is our new student, Mitch.

Any order – same rank, gender, age. When you introduce people of the same rank, gender, or age, it doesn’t matter whose name comes first.

Pre-closing the conversation

A. FORMAL

Thanks for your time.

Thanks a lot for the information. I really should be leaving.

No problem.

Welcome. It’s been nice talking to you. Sure. No problem. I have to get going too.

I have to go.

Would you excuse me please?

It’s alright. Take care. 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. INFORMAL

Got to go now… I have to run… I must be going… I have to rush off…

OK. See you again. OK. Great talking to you. Same here.

Same here.

Closing the conversation

Expression Possible Response

A. Formal

Talk to you later

Thank you for your time.

You’re welcome. My pleasure. B. Informal

See you later. Until next time…

Bye. Ok. Bye

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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 friend

For Accent Theory: Get your Training Kit for accent and try to know the rules for American/British accent

For Accent Practice: Get your Training Kit for accent and try to apply the rules for American/British accent

APPLY THE RULES IN YOUR SKILLS

A. 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.

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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 presentation

Given the situation above, create your own situation in introducing and greetings that are applicable 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

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Day 2

Asking for and Giving Information

on Flights and Airfares

OBJECTIVES

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

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PREPARE TO SPEAK A. 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 Airways

Nonstop 7:30 $123 $233 $245 1 Stop 10:00am $148 $248 $347

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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/ Sound

C. 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 seek

D. 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.

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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?

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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

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 Correct use of intonation pattern

 Accuracy in the use of question words

 Good idioms

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Day 3

Filling Up Dead Air

OBJECTIVES

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 Depart: 9:34PM Arrive: 11:59PM 2 Stops United Airlines 161 Chicago, IL San Francisco, CA Change Airlines Time between flights 1 hr 6 min

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jbm15 Thu, Sept 23 Depart: 1:05AM Arrive: 5:30AM China Airlines 3 San Francisco, CA Taipei, Taiwan Change Planes

Time between flights: 2 hr 35min

Fri, Sept 24 Depart: 8:05AM Arrive: 10:05AM

China Airlines 631 Taipei, Taiwan, Manila 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 Penny

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jbm16 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.

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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 note Layover waitlisted No big deal standby 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.

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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.

GRAMMAR

Yes/No Questions

Rule 1: Whenever a linking verb is used in a verb phrase, it is always comes with a progressive form of the main verb.

 Is she getting the bills today? Is + getting

 Are you doing the report now? Are + doing

Rule 2: Whenever the helping verb do, does, or did is used in a verb phrase, it always comes with 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 + know

Rule 3: Whenever the helping verbs has, have, or had is used it always comes with the past participle 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 + gone

Drills: Study the following sentences. What kind of questions are asked based on the following

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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 know

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the flights that will delay his trip for two hours only. Help him change his booking.

ASSESSMENT

Criteria:

 Spontaneity

 Accuracy in the use of yes-no questions

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Day 4

Offering vacation packages and discounts

OBJECTIVES

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

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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.

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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 Zone

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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 FUNCTION

A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the common expressions used to apologize and offer something.

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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 something

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:

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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, _______________?

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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

 Accuracy in the use of tag questions

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Day 5

Providing Car Rentals

OBJECTIVES

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

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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

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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?

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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?

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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

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

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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

___________.

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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.

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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

 Accuracy in the use of the different kinds of questions

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Day 6

Making Small Talk

OBJECTIVES

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

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PREPARE TO SPEAK

Dialogue

A: 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.

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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.

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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 manifestation

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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.

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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

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 back

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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.

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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?

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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

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Day 7

Making Suggestions

OBJECTIVES

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)

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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?

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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.

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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

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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?

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Making a Follow up Giving suggestions

Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic

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

 Accuracy in making the subject agree with its verb

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Day 8

Giving Assistance and Instructions

OBJECTIVES

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

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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.

(50)

jbm50

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.