Call Center Training Module

13 Sessions

2010

Miranda & Associates Skills Training Mgt. Miranda & Associates

ACCENT, CONVERSATION, GRAMMAR

This module is designed to train students of “100 Hour Call Center Finishing Course.” It is complete with specific task for the day with objectives on it. Along the way they are given ample time to prepare to speak based on a situation in dealing with customers. Their grammar and accent is checked as well as their customer service transaction skills. These are applied using an assessment tools to determine the progress of the skills.

Customer

Service Representative

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Customer Service

Representative

Training Module

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DAILY TRAINING REQUIRED ELEMENTS

TASK FOR THE DAY PREPARE TO SPEAK LEARNING GRAMMAR FUNCTIONS APPLY THE SKILLS ASSESSMENT THE OBJECTIVES

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Session 1

1. Scope:

Students at this point will be able to learn the American accent rules but will heavily focus on ‘T’ and Th’ sound. Throughout the course of Session 1, the teacher will be highly sensitive to the application of these sounds. On other areas, students will learn the proper way of introducing others as well as be able to correctly use verbs. In addition, it is but proper that they learn how to appropriately use expressions in conversation where they are expected to last for 15 minutes using three different stages, namely: warm up, long turn, and cross examination. At this stage, students will be able to learn how to quickly analyze a sentence and answer it according to its nature. They will learn how to predict, create opinion, judge or combine these elements and come up as a good conversationalist.

2. Strategies and approaches for this session:

2.2 Audio-visual for listening and speaking 2.3 Dyad, Triad, group

2.4 Simulation 2.5. Assessment 2.6 Memorization 2.7 Research/Take-home task 2.8 Demonstration/Reporting

2. Tasks:

1.1 Speak using correct ‘T’ and ‘Th’ sounds 1. 2 Introduce others correctly

1.3 Use correct verb-timeline

1.4 Use formal and informal expressions

1.5 Speak using warm-up, long-turn, and cross examination with sentence analysis 1.6 Role-play using a conversation

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3. OBJECTIVES:

2.1 To introduce oneself and others using formal or informal expressions

2.2 To carry on a conversation from beginning to end using appropriate expressions 2.3 To introduce the correct ‘T’ and ‘Th’ sounds

4. PREPARE TO SPEAK

(Play CD cf. CD#6)

Target:

The ‘Th’

Title: The Thessalonians

The Thessalonians believers thank the Lord for

thousands of people thriving in their amphitheatre

every Thursday at three. This must be due to

thematic theme about theism and hypothetical theory

of God’s theocratical throne which was made through

thunderous preaching which thrilled the throng

especially Thomas and Thutmose of Thurgau. For

three months every Thursday, through persistent

thrusting of effort and thundering voice, the

Thessalonians believers of Thurgau thought of the

unthinkable by even throwing themselves on the

floor of ice thaw.

A. J. Morillo

B.

C. 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

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- How are you going to do it?

- How do you keep the conversation going? - How do you end it?

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D. 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 Canadian Immigration Consultancy.

SHIELA: I’m Sheila from ProdataNet 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 have different accounts because I represent CANU Intl English Language for its IELTS. 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.

LEARNING GRAMMAR FUNCTIONS

Students are confused on how to use their verbs. This illustration will help you in an instant the timeline of your verb. The next time you use your verb make sure you know what ‘time’ you are talking about.

Time Line:

before past past now future

…the ‘has and have’ verbs encompasses from past to now.

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will…

Example: The student attends to his subject.

VERB FORM

PAST

NOW

FUTURE

Simple attended attends will attend

Continuous/ Progressive

was attending is attending will be attending

Perfect dad attended has attended will have attended Perfect continuous/ Progressive had been attending has been attending

will have been attending

Sentence:

Below are verbs for you. Translate the following verbs using the table above:

1. ate 2. sing 3. gave 4. swim 5. write 6. participate 7. report 8. speak 9. come 10. go 11. say 12. tell

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

…all present regular or irregular verb refer to ‘now’ in the timeline …the ‘had’ verb encompasses

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

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B. Informal

Hello. Nice to meet you Hi.

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. 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.

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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 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.

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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.

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.

Warm up: 5 Minutes - Introduce yourself - Ask the name

- Present work or studies or both

- place of residence, its people, traffic condition, changes - Family

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- Hobbies such as going to malls, cooking, favourite sports - Plan for the next 2 and five years

Long turn: 5 Minutes

Some people believe that allowing a partner to work abroad will be more disadvantageous rather than advantageous.

Discuss both the advantages and disadvantages of allowing a partner to go abroad. Include any relevant examples, personal experience, or knowledge about the topic.

You will have to discuss this in 3 minutes without interruption.

Making opinion: 5 minutes Why do people work hard?

What is the ideal life after retirement? How is time being spent before? How is time being spent today?

How do you think life will become in the future?

B. TEACHER’S FEEDBACK CRITERIA:

 Naturalness

 Probability of the situation

 Correct use of vocabulary and expressions in context

 Correct production of vowel sounds

 Correct use of intonation patterns

 Correct use of grammar

 Employment of paralinguistic i.e., speed, pitch, body language, intonation, and liaison

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---END OF DAY 1 ---

Day 2

Receiving and giving information with grammar

and long conversation focus

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

Flights and airfare

Agent: This is International Jobs Recruitment Agency (IJobs), 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?

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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

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

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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. 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.

BASIC INTONATION PATTERNS USING THREE AND FOUR WORDS

THREE-WORD PATTERN

The 1st _{and last words or} ‘AC’are emphasised while the middle word stays in normal

FOUR-WORD PATTERN

The first three words are mentioned monotonously but the last word or ‘D’ is emphasised by moving up the pitch a

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pitch.

A C Example: He B hired.

was

Ergon: Below are simple sentences. Read them by using the above principle.

little higher.

D Example: A B C hired. He was just

Ergon: Below are simple sentences. Read them using the above principles.

Repeat after me (practice): 1. He works well.

2. Services are carried. 3. Sea-travel is safe. 4. They prefer skills. 5. He speaks English. 6. They have rules. 7. Skills are required. 8. He’s working well. 9. Sea-travel is great.

10. Shipments were removed. 11. Services are ensured. 12. It cruises slowly. 13. Staffs are great.

14. They were appreciated. 15. They thank them.

Repeat after me (practice): 1. He’s cleaning the cabins. 2. Services are carried out.

3. Sea-travel is safely managed. 4. They prefer skilled workers. 5. He speaks English well.

6. Housekeeping rules are posted. 7. Qualifications are

important too.

8. He’s working well always.

9. Sea-travel is amazing experience. 10. Shipments were removed yesterday. 11. He ensures excellent services. 12. The ship was cruising.

13. Staffs are helping us.

14. They were appreciated honestly. 15. They thank them

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wholeheartedly.

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:

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 Probability of the situation

 Correct use of vocabulary and expressions in context

 Correct production of vowel sounds

 Correct use of intonation pattern

 Accuracy in the use of question words

 Good idioms

---End of Day 2---

Day 3

Making the conversation going with

long-turn and question analysis focus

OBJECTIVES

1. To answer client’s inquiries on connecting flights 2. To use appropriate expressions to fill up dead air

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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 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.

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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 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.

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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.

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?

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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.

A: Hold on a minute. I’ll check with the airline. There is, sir, but you’ll have a 12- 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.

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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

given answers? Write the possible questions.

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.

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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 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

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Day 4

Offering product line with long conversation focus

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: CIC 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 single rooms?

B: Just a double room.

A: Could I get your name and email address, sir?

B: Hang on just a minute. You also provide 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?

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: That’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.

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/ / 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 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.

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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.

B. Using techniques: Apologizing and Offering Something 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

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.

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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’ve 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 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 _______________.

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?”

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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, _______________? 9. You wouldn’t mind telling, ________________? 10. There are more customers now, ________________?

APPLY THE SKILLS

A. Simulation

1. You work for Canadian Immigration Consultancy. 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

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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---

Day 5

Offering product line and making the conversation

going

OBJECTIVES

1. To meet clients’ needs with utmost care for customer satisfaction 2. To produce the /ae) and /a/ sounds correctly

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4. To ask different kinds of questions to sound more natural in speaking

English

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PREPARE TO SPEAK

A. Dialogue

CSR: Canadian Immigration Consultancy 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 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.

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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? 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?”

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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?

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?”

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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:

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

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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.

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.

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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.

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?

Discuss in 5 minutes your plan for your personal development and its effect to yourself, company, family, and community/clients. Copy this and submit the result of your assessment to the teacher:

SPEAKING ASSESSMENT FORM

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The cruise staff department & Reservations Name of Speaker: ______________________________________________ Name of Assessor: _____________________________________________ Topic: ________________________________________________________ Date: _________________________________________________________

How do you

rate yourself?

Grade:

NI, Good, Very Good,

Excellent

 Your accent

 Your paralinguistic standard – eyes, arm movement, head-sway, pacing.

 Your sentences?

Member’s/partner’s

impression

Write your short

impression

 Does the speaker stutter/falter?

 Does the speed vary?

 How’s the speaker’s accent? Is it rising and falling?

 Does the speaker able to finish a sentence naturally?

B. Teacher feedback

Criteria:

 Spontaneity

 Probability of the situation

 Correct use of vocabulary and expressions in context

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 Correct use of intonation patterns

 Accuracy in the use of the different kinds of questions

---end of Day 5 ---

Day 6

Conversation warm-up, long-turn, judgment, and

opinion making with grammar focus

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

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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.

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

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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? 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)

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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 ‘ “ ‘ 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

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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. 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?

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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 back

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?

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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.

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.

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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?

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

Discuss in 5 minutes your plan for your personal development and its effect to yourself, company, family, and community/clients.

Copy this and submit the result of your assessment to the teacher:

SPEAKING ASSESSMENT FORM

Day 3:

The cruise staff department & Reservations Name of Speaker: ______________________________________________ Name of Assessor: _____________________________________________ Topic: ________________________________________________________ Date: _________________________________________________________

48

How do you

rate yourself?

Grade:

NI, Good, Very Good,

Excellent

 Your accent

 Your paralinguistic standard – eyes, arm movement, head-sway, pacing.

 Your sentences?

Member’s/partner’s

impression

Write your short

impression

 Does the speaker stutter/falter?

 Does the speed vary?

 How’s the speaker’s accent? Is it rising and falling?

 Does the speaker able to finish a sentence naturally?

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.

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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

Day 7

Making suggestions with accent focus

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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