Customer Service Representative Training Module

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.
Service Representative
2
Miranda and Associates Language Management Services btltsmdpsbfttmsbcpf10t

Customer Service
Representative
Training Module

(For classroom training purposes only. Not for Sale.)
3

DAILY TRAINING REQUIRED ELEMENTS

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

ASSESSMENT
THE
OBJECTIVES
4

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:
2.1 Discussion
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
1.7 Speak well using correct accent rules

5

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
3.1 Accent: The Th

(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 Gods 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
6

- How are you going to do it?
- How do you keep the conversation going?
- How do you end it?
-
D. Dialogue: Introducing oneself/someone
Here pay attention to the speakers natural way of communicating with each other

JIM: Excuse me, is anybody sitting here?
SHIELA: I dont think so. Have a seat.
JIM: Thank you. By the way, Im Jim. Im a CSR and I belong to
Canadian Immigration Consultancy.
SHIELA: Im Sheila from ProdataNet account. Pleased to meet you.
JIM: Pleased to meet you, too.
SHIELA: Oh, thats my friend. Lucy over here!
LUCY: Hi Sheila. How are you?
SHIELA: Im fine. Thank you, and you?
LUCY: Im fin too.
SHIELA: Why dont 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 well all be in the same
unit.
JIM & LUCY: Lets keep our fingers crossed.
SHIELA: Umm, the trainer is here. We better keep quiet now.

LEARNING GRAMMAR FUNCTIONS

a. Time-line of verbs
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.
7

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
from before past to past.
8

Now look at the following expressions

Introducing of oneself
A. FORMAL
- Allow me to introduce myself. My names___________________________________
- Im (+ information)

- May I introduce myself? My names _______________________________________
- Im(+ information)

B. INFORMAL
- Hello. Im ____________________________________________________________
- Hello. My names ______________________________________________________

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. Id like you to meet .
Good morning. May I introduce
Id 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

hes 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? Im fine/Im doing well.
How do you do? Im very pleased/delighted to meet you.
9

B. Informal
Hello. Nice to meet you
Hi.

Its very nice to meet you, too.
Good to meet you.
Its 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, its 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 doesnt 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. Its been nice talking to you.
Sure. No problem. I have to get going too.

I have to go.
Would you excuse me please?

Its alright. Take care.
Sure. Dont worry about it.
Id better not to take up any more of your time. Let me know how things work out.
Keep me posted.

B. INFORMAL
10

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.
Youre 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.

Introducing oneself: Beginning- sustaining the conversation- pre-closing-closing

11

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. Im Anne. Im the new secretary.
B: Pleased to meet you, Anne. Im Jerry and work as a clerk at the Accounting Office.

A: Small world. Ill work for Mr. Davis. Hes the Chief Accountant, right? By the way,
how long have you been working here?
B: Not long enough. Ive been here for a month. So just like you. Im also a newcomer.

A: But not as a neophyte as I am. Oh, I think your workstation is next to mine. Im
glad you sit next to my place so youre 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. Ill 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
12

- 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. TEACHERS 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
13

------------------------------------------------------------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 clients questions on flights and affairs
3. To practice speaking using rising-falling information
4. To produce the /i/ and /iy/ sounds
-------------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK

A. Dialogue

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. Im planning to go to New York next week. What
are the available flights? And whats the airfare at the moment?
14

Agent: Well sir, that depends. Dyou want to fly first or economy class?
Client: Economy class.
Agent: When dyou 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 dont mind waiting for a couple of minutes.
Client: Not at all.
Agent: Thank you. Im 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: Thats all. Thank you.
Agent: Youre 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
15

List Least Still Steal
mill Meal Wick Week
Rid Read will Weak
Sick Seat Well
Sit seek

D. Pronunciation exercises
1. Its something Id rather not eat.
2. Would you like to sit in seat number 3?
3. I still dont understand why they had to steal my tickets
4. Can you at least provide me with a list of choices?
5. Well 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 were going to hit the road tomorrow s=despite the heat.
8. No, please. Dont give me my brochure. Id rather get rid of those things.
9. Were finally leaving next week to live in Long Beach.
10. How do you reach me for the tickets? You see, Im 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. Its 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. Hes a chance passenger.
10. Ive earned enough mileage for a free trip to Boracay.

BASIC INTONATION PATTERNS USING THREE AND FOUR WORDS

THREE-WORD PATTERN
The 1
st
and last words or
ACare 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
16

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. Hes 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. Hes 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. Hes 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
17

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: Acquaintances family name
QUESTION: _________________________________________________________

INFORMATION: Customers date of birth?
QUESTION: _________________________________________________________
18

INFORMATION: Companys anniversary
QUESTION: _________________________________________________________

INFORMATION: Car rental fee
QUESTION: _________________________________________________________

INFORMATION: availability of flight
QUESTION: _________________________________________________________

INFORMATION: Office location
QUESTION: _________________________________________________________

INFORMATION: Way to the airport
QUESTION: _________________________________________________________

INFORMATION: Clients 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 days 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. Teachers feedback:
Spontaneity
19

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 clients inquiries on connecting flights
2. To use appropriate expressions to fill up dead air
20

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 havent booked my ticket yet. Please give me the connecting flights
on that day. Then Ill decide which airline to take.
CSR: Ok, sir, do you want to hold or Ill call you back in 5 minutes?
CLNT: I dont mind waiting.
CSR: Thank you, sir. Let me pull up the information from my computer. Its 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.
CSR: Anything else I can help you with?
21

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. Id like to rent a Mercedes for one week.
4. What does the package include?
5. Well see to it that your transportation is provided.
6. Our regular rate for this season ranges from $300-%700.
22

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. Ive 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?

Its _________________, 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?

23

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. Id like to know if theres a _____________ from San
Francisco to Miami, Florida. I intend _____________ PanAm on July 4.
A: Hold on a minute. Ill check with the airline. There is, sir, but youll 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 cant get you a confirmed seat?
B: ______________.
A: Okay then. Ill book you a flight now. Anything else, sir?
B: Uh-uh. How do I know if I am _____________________?
A: Ill 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: Ill __________of that.
A: Okay. Anything else I can help you with?
B: Nothing more. Thanks.
A: Dont mention it. Thank you for calling ABC Travel. Bye.

24

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 dont give a 20% discount anymore.

QUESTION: ____________________________________________________________
ANSWER: Its got to be in my files.

25

QUESTION: ____________________________________________________________
ANSWER: I went on a cruise alone.

QUESTION: ____________________________________________________________
ANSWER: The client wanted a refund.

QUESTION: ____________________________________________________________
ANSWER: I didnt 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. Hes 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
Accuracy in the use of yes-no questions
----------------------------------------------------------------End of Day3---------------------------------------

26

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
-------------------------------------------------------------------------------------------------------------------------------

27

PREPARE TO SPEAK
A. Dialogue
A: CIC Travel, this is _________, do you mind holding for a minute? Ill be with you
right away.
B: No. But dont be long. I dont 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: Im really sorry, sir. What can I do for you?
B: Id like to inquire about vacation packages, 5 nights in Orlando. Id like a package
that includes airfare and hotel accommodations.
A: Orlando? Well, we can certainly arrange a wonderful holiday for you, sir,
especially if youre booking early. Will it be for one person on more?
B: Its for 4 actually. My wife, me, and 2 children, 8 and 10 years old.
A: So youd 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 dont 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, theres also 10%
surcharge for taxes and fees.
B: Ill 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 theres a discount of 20% for the children.
B: Roughly, how much would it cost?
A: About #714.80, sir.
B: Thats rather expensive isnt it? Let me think about that. Ill 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: Ill take note of theat.
A: Could I have your name and phone number, please?
B: Its Mr. Robertson, 882-1130.
A: Thank you, sir. You dont 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.

28

/ / 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. Dont 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 dont 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:
29

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 travelers 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.
Im really sorry, sir/maam.

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.
30

Idioms Used In The Dialogue Possible Meaning

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 Ive been looking for

A: I feel so tired and bored. It seems Ive been working on this account _____________.
B: you must be feeling _____________. Youve been doing the same thing all your life,
havent you? You have the signs.
A: what signs?
B: what you are going through right now. Youre tired and bored, and probably feeling
__________. Those are the signs. Why dont you take time out of your work and to
say, the Caribbean?
A: Hmmmnn that sounds like fun doesnt 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: thats exactly ___________________.
B: Hey, remember, while youre on the vacation. Ill _____________. So you forget your
work and just enjoy yourself. And ___________, youre _________________________.
A: youre sweet.
B: its okay. Now, _____________ with your plan.
A: Im 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, isnt she?

Note: We generally use a positive tag question after a negative sentence:
Mary isnt a call center agent, is she?
31

Tag Question means mean either of these two:
1
st
: you are not really asking s question; youre only inviting the listener to agree with
you. In this instance, you have to project the voice by going down.

Vincent doesnt look happy today, does he?

2
nd
: but if you are really asking the question with this intention. Your voice goes up to
get a yes or no answer.

You havent met any rude clients today, have you?

B. Exercises: Complete the following sentences by putting the appropriate questions tag.

1. Youre not in a hurry, ________________?
2. Our manager speaks German, ________________?
3. The customer doesnt need to get this information, ______________?
4. Hes not interested, __________________?
5. Be more cautious, ________________?
6. She hasnt come back, _____________________?
7. The Director is still out, ___________________?
8. You didnt book my flight, _______________?
9. You wouldnt 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. Hes like the
best accommodation for him and his wife. The deal includes hotel
accommodation, food, and transportation services.

32

ASSESSMENT

Criteria:
Spontaneity
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
3. To practice speaking using the different intonation patterns
33

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

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. Im arriving in Houston at 8:00AM
tomorrow and Im 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 oclock. 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. Ill call Solomon Car Rentals and see if
theres 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: Thats fair enough, isnt it?
CSR: Oh, most certainly, sir. We offer the best details in car rentals.
CLNT: All right. Ill take your word for it. Ill 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
drivers name is Nestor Miranda and youll be taking a whitr Camry with plate
number Y41-TSD. You have to be at the museum before 9 oclock. Did you get
the details, sir?
CLNT: Perfect!
CSR: Anything else I can help you with?
CLNT: Nothing more. Youre 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

34

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 dont 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. Ill have my secretary fax the document to you, sir.
7. Wheres the shortest way to Philippine Package?
8. How many reward points do I get for this flight?
9. Theres 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, dont you?
Ill 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?

35

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. Havent we met before?
____ 3. Lets 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 didnt 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?


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?
Thats fair enough, isnt it?
Let me run through the arrangements, sir.
Did you get all the details, sir?
Anything else I can help you with?

36

Use the following expressions to express your gratitude:
Youre such a big help.
Thank you very much.
My pleasure, sir/maam.

C. More Practice: Can you do the list? Can you add more to letter B above?
Making confirmations Expressing gratitude

text and explain in your own words their meaning.
Idioms used in Prepare to Speak Possible meaning


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. Im afraid theres been a ____________ and Id 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
37

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 wasnt fair. I deserve my money
back, dont 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. Ive been renting cars
from your company ______________, and this is no way to treat a
____________ customer.
A: Indeed, Im very sorry about that, Mr. Jackson. Youre right; the agent shouldve
informed you. The discount no longer covered cars used the following day.
B: That mustve ____________ his mind.
A: I see no reason why you should ______________ this mistake. Please send me
the bill and your receipt of payment, and Ill see to it that you get your
___________.
B: thats very considerate of you, Patrick. Thanks.
A: Dont mention it. Customer satisfaction is our main concern. By the way, in case
youre interested, we have mileage discounts for middle-sized and luxury cars
_______ next week.
B: Ill 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.
38

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: its 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. Hes 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. Theres 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
Day 3:
39

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?

Members/partners
impression
Write your short
impression

Does the speaker stutter/falter?

Does the speed vary?

Hows the speakers accent? Is it
rising and falling?

Does the speaker able to finish a
sentence naturally?

B. Teacher feedback
Criteria:
Spontaneity
40

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
3. To master subject-verb agreement rules

41

-------------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK

Dialogue

A: Hi, _________! I heard youre leaving for the US.
B: Yeah. Howd you know about it?
A: Of course, from the grapevine!
B: Its still hush-hush until the formal announcement.
A: Cmon tell me. My lips are sealed. Trust me.
B: My Unit Head recommended me for further training at the Head Office in Florida., and
Im going to be away for three months.
A: Lucky for you! What will you be training for?
B: Public Relations.
A: Oh my, isnt that wonderful?! Congratulations!
B: thanks. Im quite thrilled, though I can hardly believe that among the short listed, I was
chosen.
A: Youre the person for the job and the Board knew that.

B: Thats 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 its 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 0clock 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

B. Practice by saying the following aloud:
42

/ / / 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 cant 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. Ive 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 cant imagine the horror that trip to Long Island brought us!
10. In the East, its 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)

43

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
44

E. Exercise in Word Stress

1. For this company to survive, we need innovative marketing strategies.
2. Its the companys 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.


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
Its still hush-hush until
My lips are sealed.
Lucky for you!
Isnt that wonderful?
Im quit thrilled.
Thats 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

45

E. Vocabulary and Idioms

Idioms used in the dialogue Possible meaning

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: didnt 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: thats fairly easy to handle.

B: ______________, but my computer gave me trouble.

A: what did you do?
46

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 didnt 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:
Gullivers 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,
47

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?

Members/partners
impression
Write your short
impression

Does the speaker stutter/falter?

Does the speed vary?

Hows the speakers 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 partners strengths and weaknesses according to the criteria set.
Afterwards, the groups will shift roles.
49

Criteria:

Spontaneity probability of the situation
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)

-------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK
50

A. Dialogue
A: Good morning, Mr. Robertson. International Jobs 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, umI havent done anything yet. I was about to phone you, in fact.
A: thats a coincidence. Lets see now. You were inquiring about 5 nights in Orlando
and car rentals, werent you?
B: Yes. Nut I had to think about it because it was bit over my budget.
A: Thats why I called, sir. IMI Travel has come up with special last minute packages.
Why dont you consider our offer? Im sure youll find one thats 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, Id recommend package A. all it requires is that you book
for 2 weeks in advance. Its very easy to pay because we accept credit cards.
Would this be fine with you?

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
51

Hood Proof
Push Prove
Put Route
Should Rude
Stood Rule
Would Truth
your whose

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 City? I think its 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. Isnt it rude to bring our own cooked food to the party?
10. I cant leave tomorrow night because of my hurt foot; so I will have to rebook my
flight.

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

52

3. Numbers in teen receive the stress on the word teen to distinguish it clearly from
numbers in ty.
Seventeen-seventy Eighteen-eighty
Fifteen-fifty Thirteen-thirty

4. Words ending in ical, -ion, -sion, -ic and ity always have their primary stress on the
syllable before the ending.
Cancellation Confirmation
economic Equality
exclusivity Historic
Regularity satisfaction

5. Generally, when a suffix is added to a word, the new form retains the stress on the
same syllable as the original.
Dutiful Guidance
Trainable Doable
happiness assignment

6. Words which show a shift in use as either a verb or noun differ in stress.
NOUN VEERB NOUN VERB
object object Subject Subject
present present conduct Conduct
permit permit contrast Contrast
record record address Address
progress progress rebel rebel
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.
53

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. Theres a sharp contrast between a proactive and reactive manager.


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
Thats why I called, sir.

Use the following expressions to give suggestions:

Why dont you consider our offer?
If I may make a suggestion
Would this be fine with you?
C. More Practice: Can you add to the list?
Making a Follow up Giving suggestions


Idioms used in the dialogue Possible meaning

54

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 meId like to know uhmmwhat topics
make for a good small talk?
B: Thats 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 clients response.
B: Listen to the tone of his voice. If he sounds lukewarm or unfriendly even if he
answers your question, hes 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 youre retrieving the information he needs, but its
taking a longer time. Ask if you could just call him back. If he agrees, get his
phone number. If he says hell wait, ask for 2-3 minutes. Dont keep quiet
though. Say something like youre doing your best to be quick but the system is
really slow, but assure him youll soon get there.
A: Okay, thanks for that. Let me ________________ client response. If the client
sounds enthusiastic, does that mean hes 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)

55

RULE 7: Neithernor, neitheror 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 yesterdays
problem.
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
weeks 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
56


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 hell 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.


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 partners strengths
and weakness according to the criteria set. Afterwards, the groups will shift roles.

Criteria:
----------------------------------------------End of Day 7 ---------------------------------------------------------------
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
-------------------------------------------------------------------------------------------------------------------------
57

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, Maam?
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, Maam. The fastest way to get there is through the Express Train on
NorthEast Line.
CLNT: where do I take that?
CSR: youve got to exit through Gate A and walk about 20 meters to the waiting
lounge. There youll 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: Itll only take you 15-20 minutes.
CLNT: Uh-uh. Ill take that. Youre a big help. Thanks.
CSR: My pleasure, Maam. Hope you enjoy your trip.

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


/ p / / f /
Appeal Affair
Beep Beef
Cop Cough
Deepen Deafen
58

Lap Fact
Leap Fair
Open Feign
Pace Fin
Pact Foot
Pain Laugh
Pair Leaf
Pin Often
Pony Phase
put phone


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 couldnt 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 dont forget to put your feet under your shoes.
9. Id definitely go to the fanfare on Friday.
10. More than fifty guests expressed their desire to be at the evening affair tomorrow.
E. Sentence Stress: the general rule is that content words are stressed and function words
are not stressed unless the speaker wants to give special emphasis to them.

Content Words

1. Nouns
2. Verbs
3. Adjectives
4. Adverbs
5. Demonstratives
6. Interrogatives

Function Words

1. Articles
2. Prepositions
3. Personal Pronouns
4. Possessive adjectives
59

5. Relative pronouns
6. Common conjunctions: and, but, yet, so
7. The word ONE when used as pronoun
8. Auxiliary Verbs and Linking Verbs

However, when these are used at the end of the sentence, they are stressed.

Example:
A: This is wrong.
B: It is correct. I know it is.

And when they are used in tag questions:

Example:
You did not make a reservation, did you?
You are taking a holiday, arent you?

F. Exercise in Sentence Stress

Read the following short dialogues. Take note of the sentence stress
A: Hey, did you say you are quitting?
B: I did. Why? Whats wrong with quitting?
A: Only cowards are quitters.
B: Only fools dont change their minds.
A: Youre a fool, arent you?
B: Youre a coward, quitter!


A. Exercise: Practice the dialogue in Prepare to Speak with a partner. Pay attention to the
common expressions used to respond to a customer who asks for assistance. Observe
the proper way of giving instructions.

B. Techniques:

Use the following expressions to respond to a customer who asks for assistance:
What time are you arriving?
The fastest way to get there is
Itll take aboutminutes.
Use the following expressions to give instructions:
60

Youve to exit through
Walk about _________________ meters
Look for

Responding to a customer asking for
assistance
Giving instructions

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

Exercise 2: Complete the dialogue below with the appropriate vocabulary and Idiomatic
expressions from the box.
hurdles On me shrugged
Run into All ears Baptism of fire
Got down to business Went to that length
A: Hey, good to see you, Brooke! How have you been?
B: Same here, Marionette. Well, Im okay. Talking of mental telepathy, I was
wishing Id ____________ you today.

A: Really? Me, too. You see, last time I wanted to talk more about fillers and dead
air but time was short.

B: its all right. Im relieved I didnt have my _______________ the first time I was
on board. I guess I did finally fairly well because I was able to deal with the
clients without any hassle.
A: Congratulations. You __________ the acid test.
B: I wouldnt have made it without your help.
61

A: What would you like to order?
B: No, order what you want. Its ____________.
A: There are still some things Id like to discuss with you some realizations while I
was taking calls.

B: Im __________. Tell me.
A: I realized that client-call agent communication was easy because I was relaxed
and I was myself. I also listened carefully for information that could keep the
conversation going. Guess what, I was conversant on small talk topics because I spent
lots of time reading and watching American sitcoms to get myself accustomed to the
accent.
B: You ____________? Youre marvelous!
A: If the client didnt respond to my question, I didnt take it personally, so I didnt
feel bad. I just ____________ my shoulders and ___________. I was friendly, and
accommodating.

B: I bet the next time you go on board, youre a veteran.
A: Not really, but more confident.
B: Give me five.
GRAMMAR
SUBJECT-VERB AGREEMENT (Part 3: Rules 11-14)

RULE 11: Mass nouns like water, air, wind, fire, space require a singular verb.
Example: Wind blows stronger in Midwest.
Space is maximized in an airplane.

RULE 12: Collective nouns like family, army, orchestra, crow, audience, herd, flock, team,
convoy, staff require a singular verb if they are taken a whole or collectively, and plural when
the individual members are thought of as acting separately.
Example: My family is leaving for Tallahassee next month.
My family are going on their separate ways to explore the place.

RULE 13: Some common and proper nouns ending in s including ics are singular and take a
singular verb.
Example: No news is good news.
62

This series of exhibits is fascinating.

RULE 14: Nouns occurring in sets of 2 take the singular form when the word pair is present, but
they take the plural form when the pair is absent regardless of whether one pair or more is
being referred to.
Example: A pair of leather shoes is what I need to get on this trip.
My only black leather shoes are old now.

Exercise

1. A: What (does, do) your family plan to do this summer?
B: My parents (plan, plans) to go to Florida.

2. A: What kind of news (is, are) that?
B: I know its terrible! I think the information (has, have) been tampered with.

3. A: How much (is, are) a pair of Gucci sunglasses nowadays.
B: Its rather expensive now. Why (doesnt, dont) you wait till the sale season?

4. A: Why (does, do) everybody seem agitated?
B: I think some space (is, are) what we all need right now.

5. A: Why (is, are) the audience complaining?
B: Well, the whole team (hasnt, havent) arrived yet.
APPLY THE SKILLS

A. Simulation: Prepare a 3-minute role play on the following situations:
1. A client is arriving at the airport one and a half hours before his scheduled lecture in
a university. He has to arrive at the place at least 30 minutes earlier so he can still
compose himself, aside from checking the venue and the necessary visual aids. Give
him the shortest route or ride to the university.
2. A client from Philadelphia lost his plane ticket and asks how he could get a new one.
The ticket is part of his 3-night vacation package I Holiday Inn South Beach Resort in
Miami.
3. A client wants to book for three nights at the Miyako Hotel Los Angeles. He is asking
foe several packages. Suggest the best option. Once he decides to book, ask if he
could guarantee his reservation with a credit card.

63

observe. Then after the performance, the observers will critique the partners strengths
and weaknesses according to the criteria set. Afterwards, the groups will shift roles.

Criteria:
----------------------------------------------End of Day 8 ---------------------------------------------------------------

Day 9
Giving Assistance and handling queries with accent and
grammar focus

OBJECTIVES

1. To use expressions in giving assistance and handling direct flights.
2. To practice / b / and / v / sounds
3. To emphasize a particular idea within a sentence using proper intonation and
stress
64

-------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK

A. Dialogue Direct Flights
CSR: Maple Airline. This is Jane. Can I help you?
CLNT: yes, please. Do you have a direct flight from Seattle to Memphis?
CSR: Let me check that for you, sir. Do you mind giving me a moment?
CLNT: Not at all.
CSR: when are you leaving, sir?
CLNT: On the 18
th
of this month.
CSR: we have one direct flight on that day, sir. What time are you leaving?
CLNT: is that flight available in the morning? I plan to leave around eight.
CSR: Oh, Im sorry, sir, but its not. Our only direct flight is the last flight for the day,
which is at eleven twenty in the evening.
CLNT: I see. Oh well, I think Ill have to check with another airline then. Thanks for your
help anyway.
CSR: Youre welcome.

B. Pronunciation

Directions: Go over the text again. List down some of the words that represent the / b /
and / v / sounds in the text. Write your answers in the box.

/ b / Sounds / v / sound


/ b / / fv/
Ban Rove
Bane Vain
Beer Van
Best Veer
Bet Vest
Biking Vet
Boys Viking
robe voice

65

1. I bet your vet is better than mine.
2. Dont veer away from the conversation. You must explain why you have to take beer
every morning.
3. I believe my vanity is a bane rather than a boon.
4. My mom used to tell me how she met an interesting Viking while biking the village.
5. The members of the San Diego Boys Choir got the most angelic voices I have ever
heard.
6. In Vienna, huge vans are banned on weekends.
7. Do you happen to know where to get the best piece of vest?
8. I would like to spend my next vacation close to a bay up north.
9. Did you see the beautiful vivacious customer we had last week?
10. A V-neck would be best for your body type.

E. Intonation and Stress

In normal speech, intonation is not only made at the end of the sentence, but also
within the sentence. This is called now d]final intonation.

The voice rises on a stressed content word or a specialized function word to emphasize
a particular idea other than the word at the end of the sentence. This generally happens
in sentences showing comparisons and contrasts, in compound sentences showing
comparisons and contrasts, in compound sentences, and in complex sentences.

Examples:
1. Comparisons
Using a mobile phone is more convenient than using a landline.

In comparisons and contrasts, the idea compared or contradicted requires a rise in
pitch (the musical tone with which we pronounce the stressed syllable) to show
emphasis.

2. Compound sentences
The first sentence ends with a rising-falling pattern. The second unit observes the
rule of the final intonation.

66

Lets take the package tour; its cheap.

3. Complex sentence: Conditionals

If you book now, youll get a 30% rebate.

F. Exercise in Intonation and Stress
1. Each class takes five hours, and there are five classes a week.
2. The client wants to rebook her flight, but she refuses to pay extra charge.
3. Are you going to Denver or Aspen?
4. Has the client agreed to pay the penalty charge or not?
5. Is your flight tonight or tomorrow?
6. Will you meet your friend or do you prefer to go home?
7. Lisa speaks more fluently than I do.
8. Karen can type faster than Ana.
9. Its more economical to hire a local than an expert.
10. Ill book the room, but please hold it until 11 tonight.


A. Exercises: Practice reading the dialogue in Prepare to Speak with a partner. Pay
attention to the common expressions used to give assistance to clients inquiries.

B. Techniques: use the following expressions to give assistance to clients inquiries.

Let me check that
When are you leaving, sir?
Oh, Im sorry, sir, but its not.

Giving assistance to Clients inquiries

67




Tricks of the table Put a premium on
Pretty occupied The ins and outs
Better said than done Wrap up

A: Excuse me, have we met before?
B: you look familiar
A: May I join you?
B: Sure, why not?
A: You seem __________. By the way, Im Mike.
B: Pleased to meet you, Mike. Im ____________.
A: Nice name for a pretty lady, huh?
B: Thank you. If youll excuse me, I want to finish my notes.
A: Notes? Oh, sorry. Go on with what youre doing.
B: Im learning the ________________.
A: Huh, what do you mean?
B: I just came out of a workshop on Customer Service.
A: Now I remember \, we met during the orientation. Youre from the Travel
Account.
B: You were saying a while ago, you were learning
68

B: The tricks of the trade ________________ of being a Customer Service
Representative.
A: You know American clients __________ efficiency. Actually, Im listing down
some important points to remember.
B: Good, I saw you. I need that, too.
A: OK, efficiency means giving your clients the accurate information they need at
the shortest possible time possible. Its assuring that while theyre waiting, were
processing data. Its not leaving a moment of idle silence. This is where SMALL
TALK of FILLERS come in. once the information is ready, we __________ our
SMALL TALK and FILLERS and lead the client to the information at hand.
B: Always ____________.
A: Yeah, thats why we have to work on it.

GRAMMAR

Subject-Verb Agreement (Part 4: Rules 15-20)

RULE 15:
Fractions and percentages take the singular form when they modify a mass noun and the plural
form when they modify a plural noun; either the singular or the plural may be used when they
modify a collective noun.

Example: Mass Fifty percent of the clients are satisfied with our services.
Plural- Two thirds of the clients are satisfied with our services.
Collective- Ninety percent of the population (is/are) Christians.

RULE 16:
Confusion with majority and minority they have three related but slightly different
meanings

A. An abstract or generic meaning that refers to superiority of numbers, the reference
can be human/non-human, but the number is always singular.

Example: The great majority is in favor of the 30% percent discount.

69

B. A specific meaning where one or two or more sets has a numerical plurality
(majority) or numerical inferiority (minority), the examples make references to
political parties, and grammatically these are the collectives and can be either
singular or plural.

Example: The majority was/were determined to get a refund of its/their advance
payment

C. A specific meaning where most (majority) or less than half (minority) of an explicit
set of persons is being referred to, the S-V agreement is always plural.

Example: A majority of the agents are promoted every year.
The majority of Democrats are opposed to that additional official holiday.

RULE 17:
The use of none, all, each, every. None means not one, and when none refers to a mass
noun, the inflection is singular.

Example: None of the information is accurate.

But when none refers to a plural noun either singular or plural inflection may be used.

Example: None of the customers (like/likes) the agent.
None of those production managers (was/were) informed.

If the noun that all modifies is a mass noun. Subject, then S-V agreement is singular.

Example: All (of the water) in the Midland is still crystal blue.

If all modifies a countable plural subject noun, S-V agreement is plural.

Example: All (of the) customers are satisfied.

Each or Every (one) when the quantified subject noun is singular, the S-V agreement is
always singular.

Example: Every participant was given a handbook.

Even with these examples

Example: Each of the examples was relevant.
Everyone of these athletes gets a reward from the President

70

RULE 18:
Proximity rule

Example: There is a manager and two team leaders in the conference room.
There are two team leaders and a manager in the conference room.

RULE 19:
Relative clause antecedents

Example: Leah is one of the few employees who have been in the company for
more than ten years.

She is one of the best agents that have ever worked to this company.

I am one of the team leaders who manage a group of more than thirty
agents in this company.

RULE 20:
When a clause functions as a subject, the S-V agreement is singular regardless of any plural
noun phrases that occur as part of the subject clause or the verb phrase.

Example: That the agents clamor for a salary increase doesnt surprise me.

What customers want is a more affordable package tour.

Exercise:

1. Only twenty five percent of the package (has, have) been paid.
2. Why (doesnt dont) the agents get the information from their Team
Leaders?
3. How much of the company population (is, are) coming?
4. Only a majority of agents (has/have) submitted their monthly report.
5. None of the news about the cancellation of flights (is, are) true.
6. I guess there (has, have) been a mistake in the memo I received yesterday.
7. At the computer station (is, are) the files the manager has been looking for.
8. Every customer in this company (is, are) our priority.
9. Roger is one of the trainers who (comes, come) really prepared.
71

10. What the company offers the clients (is, are) a 20% off on selected items.

APPLY THE SKILLS

A. Simulation: Prepare a 3-minute role-play on the following situations:

1. A client calls about direct flights from Honolulu to France. She wants to know whats
available. Include air fare rates.

2. A client wants to know about direct flights from Los Angeles to Florida. She is also
asking about discounts.

3. A client is asking about the schedule of direct flights from Chicago to London. She is
asking if the ticket is refundable in case she books two weeks earlier then the
departure date.


observe. Then after the performance, the observers will critique the partners strengths
and weaknesses according to the criteria set. Afterwards, the groups will shift roles.

ASSESSMENT
----------------------------------------------End of Day 8 ------------------------------------------------------

72

Day 10
Giving Special Offers with accent and grammar focus

OBJECTIVES

1. To practice expressions in giving special offers and discounts
2. To produce / p / and / b / sounds
3. To review correct word stress, sentence stress, and intonation patterns
4. To review subject-verb agreement (SVA) rules
-------------------------------------------------------------------------------------------------------------------------

73

PREPARE TO SPEAK

A. Dialogue Booking Cruise

CLNT: 1-800-672-7485
Agent: Canadian Immigration Services. Good morning. This is ______. How may I help
you?
CLNT: Id like to book for a four-day cruise to the Caribbean.
Agent: Is it the Royal Caribbean or the Celebrity Cruise?
CLNT: Royal Caribbean.
Agent: Thats very timely for our discount offers.
CLNT: Could you tell me about that?
Agent: Yes, of course. If you book any Royal or Celebrity Cruise in the next two more
weeks, youll receive a free hotel vacation, which includes 3 days and 2 nights.
CLNT: Sounds good, huh? Book me then.
Agent: Maam, to qualify the package cruise, you have to get the $2000/cabin or greater
and should be paid in full with a Mastercard in the next three days.
CLNT: Uh-uh. Can that be for two? I want to take along my husband?
Agent: Definitely, maam.
CLNT: Thats settled.
Agent: Thank you for calling. Enjoy your cruise.

B. Pronunciation
Directions: Go over the text again. List down some of the words that represent the / p /
and / b / sounds in the text. Write your answers in the box.
/ p / / b /

C. Practice by saying the following words aloud
/ p / / b /
Pin Bin
Pad Bad
Tap Tab
Lapel Label
Repay Rebate
Pill Bill
Repel Rebel
Cup Cub
Lap Lab
Stop Stab
74

Top Tub
Pack Back
pest best


1. Lets stop by the lab before going home today, shall we?
2. Our manager stays at the most expensive pad in the city.
3. My parents came back from Europe with a huge pack of chocolates.
4. How much was your bill for that cup of coffee?
5. The customer has requested to us to provide a bin for green tea.
6. My customer is the famous producer of the best pesticide in the country.
7. How much did the company pay for your rebate?
8. The grand opening for the tour of Big Ben is set on Friday.
9. The agents have to ask the customers to stop collecting too many stubs for free
meal.
10. The Team Leaders asked the agents to label the top of their desks for identification.

E. Review : Word Stress, Sentence Stress and Intonation

Mother: Are you calling in sick today?
Daughter: Yes.
Mother: Will you call your boss yourself, or Ill do it for you?
Daughter: Thanks, Ma. But its better if I do it myself.
Mother: I think so, too. Better call now, and then stay in bed. An ounce of
prevention is better than a pound of cure.
Daughter: This is nothing serious. You dont have to worry too much, mom.
Mother: Ok, just stay in bed.


A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay
attention to the common expressions used to offer a product or service to the client.
75

B. Technique: Use the following expressions to offer a product or service to the client:
Thats very timely for
If you book anyyoull receive
Maam, to qualify and get the package, you have to be
This should be paid in/through

Expressions used to offer a product or service to the client




nosy Breathing space Too absorbed in
Get used to profitable Paths crossed again
sparingly Summing up Graveyard shift

A: Hey, Marionette! Our __________. Still busy?
B: Hi, Mike. Yeah, this is the last day of our workshop.
A: You can have some __________ now.
Only to some extent, because starting next week, Ill be on the ____.
B: Youll ______________ it, just as I did.
A: Yeah, youre right.
B: What are writing? When I saw you, you were ________ whatever youre doing.
A: Im __________ the main points of the workshop.
76

B: And what is it this time?
A: Youre kind of __________, huh? Just kidding.
B: Not really, just interested.
A: Ways to avoid misunderstanding. First is to restart what the client said. Another
is to ask for a repetition if you didnt catch what he meant. This should be done
_______ though because it might give the client the impression that you werent
attentive. Next is to ask for more information. Then, you can have a combination
of the first three. Lastly, check if the client has nothing else left to say.
B: You definitely remember well, huh? This has been _____________ day for me.
See you around.
A: Bye. Till next time.

GRAMMAR

Exercise 1: Subject-verb agreement (Review: Rules 1-20)
Check if you still remember the SVA rules. Read the dialogue below and encircle the
correct form of the verb in the sentence.

A: Canadian Immigration Services. Good morning. This is ___________. How may I
help you?
B: I am looking for a very affordable vacation package to Hawaii. Do you have
anything between $300-$500 right now?
A: There (1. is, are) three different packages at the moment, maam. Would you
like me to go over them for you?
B: Sure.
A: Our cheapest package is the $330 inclusive of airfare, economy, hotel
accommodations, 1 room, double occupancy, and breakfast. This package (2. is,
are) for 3 days and 2 nights.
B: That sounds good! But Id like to hear the rest.
77

A: Maam, we also have a $400 package which is also for 3 days and 3 nights. This
(3. includes, include) airfare, economy, hotel accommodations, one room for
double occupancy, with breakfast, lunch and dinner.
B: Uh-huh. How about the last one?
A: The third one (4. costs, cost) $500 for 4 days and 3 nights, including airfare,
economy, hotel accommodations, single for double occupancy and
transportation services. Which one (5. Sounds, sound) reasonable for you?
B: Well, I find it tough to decide now. Do you have any suggestions?
A: Actually, majority of our customers (6. gets, get) the $500 package with
transportation services because in Hawaii, getting a transportation service (7. is,
are) rather expensive.
B: Is that so? Until when is this promo effective? I think I still have to talk to my
husband about it.
A: The packages (8. Is, are) only good until next week, and then I have to tell you
that this $500 package (9. has, have) only 3 more slots to go. So I really cannot
assure you that this will still be available when you call.
B: Thats ok. But Im also in a tight budget now.
A: Ok, maam our company (10. is, are) always here to help you. Call us back
anytime. Well be happy to serve you again.
B: Thank you very much. Ill definitely call back.
A: Thank you for calling Travel Links. Have a nice day. Bye.

APPLY THE SKILLS

1. A couple calls asking about a four-day cruise to the Bahamas in summer. Give
them three different rates from three shipping lines.

2. A man inquires about a Thanksgiving cruise in New Orleans. Give him discounted
rates.

3. A would-be-husband would like to book a two-week honeymoon cruise to the
Caribbean. He can afford to spend extravagantly so give him the best package
and discuss terms of payment by VISA/MasterCard.


78

observe. Then after the performance, the observers will critique the partners
strengths and weaknesses according to the criteria set. Afterwards, the groups will
shift roles.

ASSESSMENT
Spontaneity
----------------------------------------------End of Day 10 ----------------------------------------------------

Day 11
Giving Options/Verb Tenses

OBJECTIVES

1. To practice expressions in giving options
2. To produce the / k / and / g / consonant sounds
3. To improve ones rhythm of speech through proper phrasing
4. To review the different forms and functions of verb tenses
-------------------------------------------------------------------------------------------------------------------------
79

PREPARE TO SPEAK

A. Dialogue
A: Thank you for calling CIC TRavel . This is Kenneth. May I help you?
B: I need a direct flight to Houston. What do you have available?
A: Im checking to see whats availableOkay, I found one on Cargo Air for $417,
direct flight.
B: No, way! Thats unreasonable. Give me some other options.
A: Okay, sir. Ill check with other airlines. Would you mind holding?
B: Good. I dont mind waiting.
A: There are three other flights from San Francisco to Houston. Please take note of
these flights and the rates:

Continental Airlines: Direct Flight: $346
1. Depart 12:33PM
Arrive 6:06PM

2. Depart 6:30AM
Arrive 12:14PM
San Francisco, CA
Houston, TX

San Francisco, CA
Houston, TX

United Airlines: Direct Flight: $346
3. Depart 11:16AM
Arrive 5:06PM

San Francisco, CA
Houston, TX

B: The price is the same. Ill take the United Airlines and book me on this flight.
A: Ill do that. Sir, let me give you s brief rundown of your flight schedule. Youre
asking United Airlines leaving San Francisco at 11:15AM and arriving Houston at
5:05PM. Airfare is $346.
B: Thank you. Can I pay cash at the airport?
A: Yes, you may, but please confirm your flight and pay at least a day before
departure. Anything else, sir?
B: Thats all. Thank you.
A: Youre welcome. Happy trip, sir.
80

B. Pronunciation

Directions: Go over the text again. List down some of the words that represent critical
sound in the text. Write your answers in the box.
/ k / / g /

C. Practice Producing the following:
/ k / / g /
Akin Against
Carry Ago
Coin Beg
Keep Begin
Kind Eager
Leak Gain
Maker Gold
Rock Good
Seek Gun
Take mug

1. Im hoping nobody here is against gun ban.
2. There were really good packages offered last month.
3. Our tourist guide was very kind and eager.
4. Should our policy makers be lawyers?
5. Always remind the clients to keep their valuables in a safe place.
6. I bought you a Parisienne souvenir mug.
7. What do you actually gain from travelling?
8. The new batch of agents is going to begin receiving official calls next week.
9. Do you mind carrying my luggage to the counter?
10. Please encourage your customers to take the evening flights this week.

E. Phrasing (Making Pauses and Stops)

Phrasing:

The rhythm of speech can be improved through proper phrasing or dividing the
words according to related thought units. The following selection is marked with a single
bar like this (/) and double bars like this (//) to indicate pauses. The single bar (/) is a
81

brief pause to group together related ideas and the double bar (//) is a longer pause
marking the end of the thought unit. At this point, you can breathe before you proceed
to the next line.

Practice reading. Observe correct phrasing:

Each language / has its own music / with characteristic cadence / rhythm / and
inflection // and if an adult is to learn to speak a new language correctly / he must give
full value to these peculiar qualities. // It is as if he were learning to play / a new musical
instrument. //

English is a formidable language / filled with tongue twisting combinations of
vowels and consonants / that may be pronounced quite differently / as they occur in
various words / that look alike. //

Foreigners / well educated in their own language / and sensitive to its beauty
and grace, / have a natural desire to speak the language of their adopted country / not
only with grammatical correctness and precision / but also with proper pronunciation, /
accent and intonation. // Others not so well educated / need to know how to speak
clearly / for their own protection and comfort. // Too often / embarrassing mistakes in
pronunciation / result in unfortunate misunderstanding and setbacks.

It is almost impossible / to acquire this skills from books alone. // it is difficult to
acquire from listening to casual conversations. // it must be gained by painstaking effort
/ through continuous drill and practice.
Exercise:
(Read the following selection and put the correct mark single (/) or double (//) to
indicate proper phrasing.)

They gave their lives foe their country, and gained for themselves a glory that
can never fade, a tomb that shall stand as a mark forever. I do not mean that in which
their bodies lie, but in which their renown lives after them to be remembered forever
on every occasion of speech or action which calls it to mind. For the whole earth is the
grave and monument of heroes. It is not their deeds; but even in lands where they were
strangers their lives an unwritten record in every heart felt, though never embodied.

-Pericles


to the common expressions used in giving options.
82

B. Techniques: Use the following expressions when giving options:

There are (three) flights available
Let me give you a brief rundown of your

C. More Practice
Giving Options




direct flights day off

connecting flights times gold
up to our necks in a rush

inviting me out up to something
to treat raring agree with make a lot of
difference

A: What calls did you handle today?
B: Mostly questions on __________. Seemed everybody was ____________.
A: Because theres a three-day weekend and vacationers cant afford to waste time
on _______________.
B: Yeah, I agree with you ____________ an want to get the most of our vacation.
Why, even an hour saved on flights can __________!
83

A: I think so, too.
B: By the way, whens your __________?
A: Thursday. Are you _____________?
B: Yeah, we have been __________lately, and I believe, we deserve
__________ourselves to some fun.
A: Of course! Hmmmmwait, do you mean to say youre __________?
B: If you want. You know I was just thinking of a two-day cruise along the harbor
sunset. Then well have a dinner at the Manila Bay Restaurant. Im __________
to eat some seafood.
A: Seafood is great, but I dont think they ____________ me. You knowallergies.
Im sorry.
B: No cause for worry. There are other restaurants. Okay?
A: Sure. Thats very nice of you.

GRAMMAR

Verb Tenses
The different tenses refer to the time when an action happens. Thus, is speaking
and in writing, we have to indicate whether something is happening at the moment, or
it happened in the past or will happen in the future.

Tenses of verbs

Verbs tenses can be expressed in two different forms. Please memorize how
each box develops the verb.

VERB TENSE PAST PRESENT FUTURE
Simple
The client called the CSR
yesterday.
The client calls the
CSR.
The client will call
the CSR tomorrow.
Progressive
The client was calling the The client is calling The client will be
84

CSR yesterday. the CSR.
calling the CSR
tomorrow.
Perfect
The client had called the
CSR.
The client has
called the CSR.
The client will have
called the CSR
tomorrow.
Perfect
Progressive
The client had been
calling the CSR.
The client has
been calling the
CSR.
The client will have
been calling the
CSR.

Now using the above sample table, you try to develop the verb of these sentences
and supply the rest of the blank boxes below.
1. She worked at a call center
2. The English subject provides hope to many skilled workers.
3. I have trained to be a Call Center Agent for almost one rigorous month.

VERB TENSE PAST PRESENT FUTURE
Simple

Progressive

Perfect

Perfect
Progressive

The Principal Parts of Verbs

Present Past Present
Participle
Past
Participle
call called calling Called
speak spoke Speaking spoken

Regular Verbs vs. Irregular Verbs
Regular verbs form their past and past participle by adding ed or d to the
present form.
Present Past Present
Participle
Past
Participle
talk talked talking (has/have) talked
book booked booking (has/have) booked
reserve reserved reserving (has/have) reserved

85

Irregular Verbs
Irregular verbs do not form their past and past participle by adding ed or d to
the present form. Note the following verbs.
Present Past Present Participle Past Participle
put put putting (has/have) put
burst burst bursting )has/have) burst
Irregular verbs with the same past and past participle
buy bought buying (has/have) bought
deal dealt dealing (has/have) dealt
think thought thinking (has/have) thought
Irregular verbs that Change in Other Ways
choose chose choosing (has/have) chosen
come came coming (has/have) come
go went going (has/have) gone
eat ate eating (has/have) eaten
write wrote writing (has/have) written

Exercise
A. Tenses. Fill in the blanks with a correct form of the verb in parenthesis.
1. The number of clients ________ (increase) in the last three years.
2. There ______(be) more applicants this year than last year.
3. ____________ (do) you attend the orientation last week?
4. This company __________ (operate) in the Philippines for five years now.
5. Mont of the people in our Department _________ (work) in the office more than
eight hours a day.
6. She _______ (leave) with the company for ten years next month.
7. Our President ________ (have) with the company for ten years next month.
8. I ________ (work) at another call center when I met him.
9. We __________(have) a training soon.
10. I ______________ (write) that kind of report before.

B. Regular vs. Irregular Verb
1. The trainer _________ (teach) the participants the different kinds of American
accent.
86

2. My Manager was the only one who _____________ (deal) with the problem in
composure.
3. I have not __________ (see) a thing like that before.
4. The special guests of the President have just ___________ (come).
5. I wonder why all the Managers are __________ (go).
6. Im sorry about the trouble. I must have ______________ (mistake) your luggage for
mine.
7. The child looked really scared when he was ________________ (catch) stealing a
bag of goodies from one of the passengers.
8. She must have ____________ (put) the reports in her drawer.
9. The reports explain how the poor old man was _____________ (strike) by the
mugger.
10. Our closing ceremony will be ________________ (lead) by the Senior Vice President
herself.

APPLY THE RULES/SKILLS:
1. A businessman calls asking for a flight from New Orleans to Jamaica. Give him the
schedule of the flights and airfare.
2. A woman passenger inquires about a one-stop flight from South Carolina to New
York. She wants the cheapest rate.
3. A journalist asks for an early morning flight from LA to Florida. Give them the
schedule of flights that they can choose from, including airfare rates.
B. Peer Evaluation
Refer to the grid of guide questions to do this activity.
GUIDE QUESTIONS
CHECK THE APPROPRIATE COLUMN AND EXPLAIN YOUR ANSWER.
YES NO
1. IS THE SIMULATION REALISTIC?
Explanation: _____________________________________________

2. Did the speaker sound spontaneous?
Explanation: _____________________________________________

3. Did they use the appropriate words and expressions?
Explanation: _____________________________________________

4. Did they pronounce the vowels and consonants correctly?
Explanation: _____________________________________________

87

5. Was the delivery clear and accurate?
Explanation: _____________________________________________

Strengths:
______________________________________________________________________________
______________________________________________________________________________
Areas for Improvement:
______________________________________________________________________________
______________________________________________________________________________
ASSESSMENT
Spontaneity
-----------------------------------------------------End of Day 11 -------------------------------------------------------
Day 12
Offer alternatives and solutions with long
conversation focus

OBJECTIVES

1. To practice expressions used in cancelling or rescheduling flights
2. To reinforce proper paraphrasing
3. To produce the / t / and / d / consonant sounds
4. To master the forms and functions of the present verb tense

88

-------------------------------------------------------------------------------------------------------------------------
PREPARE TO SPEAK

A. Dialogue
A: Canadian Immigration Travel and Tours. Good morning. This is ________. May I
help you?
B: This is Tania. I have made some changes in my itinerary.
A: Can I have your access code?
B: I dont have it.
A: Did you forget, Maam?
B: Cant you just look it up by my name?
A: Ok, Maam. First, I have to find your reservation. Could you give me your flight
number?
B: T 732
A: Thanks. Please hold on a minute. Im locating your record now. Im almost there.
Here we go; Ive got it. Maam, youre traveling from South Carolina to Boston.
B: Yes. But I want to cancel my flight to Boston. Instead book me a ticket, business
class, to Denver, Colorado, I need to be in Denver by 6:00PM tomorrow. And
please cancel my hotel reservation and find me a 5-star hotel in Denver.
A: Okay, so you are going to Denver tomorrow, instead of Boston.
B: Thats right. How much will that cost me?
A: Just a moment, maam. Let me see whats available. HmmmmIm accessing the
flight schedule now. Here, we have a flight from South Carolina to Denver
departing tomorrow at 2:00PM and arriving at 4:00PM. It cost $525.
B: Isnt that rather expensive?
A: No, Maam. Would you like to book this flight? We have only two seats left.
B: All right. Book me then.
A: About the hotel, do you have any preference?
B: Yes, a suite at Paradise Hotel.
A: Ive got the rate for the suite, maam. Its $300 a day. Would you like me to
reserve this?
B: Yes, and thank you.
A: Youre welcome. Is there anything else I can help you with?
B: Thats all. Have a nice day.

B. Pronunciation
Directions: Go over the text again. List down some of the words that represent critical
sounds in the text. Write your answers in the box.

/ t / Sounds / d/ sound
89

C. Practice Producing the following:

/ t / / d/
Asked Believed
Detour Bread
Duty Dame
Gate Den
Hot Gold
Suit Greedy
Take Mad
Tame Made
Taught Played
test ready
1. The Team Leader asked the senior agents to help the new ones prepare for the
presentation.
2. Are all the participants ready?
3. Let me give you the shortest detour.
4. The trainer was so convincing that the trainees undoubtedly believed her.
5. Only a few of the customers played at the casino.
6. Dont you think Asians are generally tame?
7. Who taught you those amazing tricks?
8. Do we have to pass the test to be promoted?
9. Would you like some garlic or cheese bread?
10. The children made the biggest sand castle.

E. Phrasing Exercises
Read the following paragraph aloud and observe proper phrasing.

Tact and Talent

Talent is something, but tact is everything. Talent is serious, sober, grave, and
respectable; tact is all that and more too. It is not a sixth sense, nut is the life of the all
five, it is the open eye, the quick ear, the judging taste, the keen smell, and the lively
90

touch; it is the interpreter of all riddles, the surmounted of all difficulties, the remover
of all obstacles. It is useful in all places, and at all times, it is useful in solitude for it
shows a man his way into the world; it is useful in society, for it shows him his way
through the world.
-W.P Sargill

The Americans believe that if men are left free in the planning and conduct of their lives
they will win ore cusses in the professions, the trades, and the industries than they will if
their lives are regulated for them by some superior power, even if that power be more
intelligent and better informed than they. Blind obedience and implicit submission to
the will of another do not commend themselves to characteristics of Americans. The
discipline in which they believe is the voluntary co-operation of several or many persons
in the orderly and effective pursuit of common ends. Yet Americans are capable of
intense collective action when they see that such action is necessary to efficiency or to
the security of the community as a whole. Thus they submit willingly to any restrictions
on individual liberty which can be shown to be necessary to the preservation of the
public health, and they are capable of the most effective co-operation at need in
business, sports, and war.
-Charles W. Elliot

to the common expression used to ask for and get more information.

B. Techniques: Use the following expressions in canceling or rescheduling:

So you are going to _____________ instead of _______________.
Would you like to book this flight?
Do you have any preference?
Would you like me to reserve this now?

C. More Practice: Can you add to this list?
Canceling/Rescheduling

91




Fix you Spinning Make out
Downer Strain Catch your health
Tower of Babel Lost my composure Keep your cool

A: Guess what, I had a variety of callers, and my head is ___________!
B: __________ first, and then well talk about it.
A: I had a ___________, sort ot. Oh my, English with different accents! I had to
________ my ears trying to catch what the client was saying. Good, I was quick
enough to adjust to their context so I was able to _____________ something
from what they were saying.
B: Good girl!
A: At other times, I had to restate what the client said to check if I understood well.
I also asked them questions just to make sure I got them right.
B: Great!
A: Thank goodness, I didnt panic, but I almost __________________.
B: Trust yourself; you can _______________.
A: Excuse me, I think I need a glass of very cold orange juice. I need a ___________.
My adrenaline is still up!
B: Let me ________________ a drink then.

GRAMMAR
Verb tenses
Use of tense in Present Time. The simple present is used to show present action or condition.

Present action : Here she comes.
92

Present condition : The clients are waiting.
Regularly occurring : My favorite customer calls every other day.
Regulary occurring
Condition : The agents are always ready.

Constant action : The International Dateline indicates the time difference
between East and West

Constant condition : The Philippines is in the Far East

Now, the present progressive indicates actions that are in progress at the time of speaking.
Uses of the present progressive tenses.
Continuing action : He is talking to the client.
Continuing condition : The agent is being trained.

Exercise: Use the following words or groups of words in sentences following the suggestion in
the parenthesis.

1. travel regularly (regularly occurring action)
_______________________________________________________________________
_______________________________________________________________________

2. trainers are (present condition)
_______________________________________________________________________
_______________________________________________________________________

3. Hawaii is (constant condition)
_______________________________________________________________________
_______________________________________________________________________

4. company is (continuing condition)
_______________________________________________________________________
_______________________________________________________________________

5. arrive (present condition)
93

_______________________________________________________________________
_______________________________________________________________________

6. is never (regularly occurring condition)
_______________________________________________________________________
_______________________________________________________________________

7. receive (continuing action)
_______________________________________________________________________
_______________________________________________________________________

8. produce (constant action)
_______________________________________________________________________
_______________________________________________________________________

9. call (regularly occurring action)
_______________________________________________________________________
_______________________________________________________________________

10. talk (present action)
_______________________________________________________________________
_______________________________________________________________________

APPLY THE SKILLS


1. A famous playwright calls to cancel his flight from New York to Hawaii next week and
wants the same flight rescheduled on the last week of the month. Give him a list of
available flights and let him decide which one to take.

2. A lady calls cancelling her early morning flight from Maine to Los Angeles and
requests that it be rescheduled the next day any time.

3. A bachelor calls to cancel his flight and reschedules it to late in the evening of the
same day. He is flying from Alaska to Alabama. He didnt specify his time preference.

B. Peer evaluation:
Note, you must refer to the grid questions BELOW to do this activity.

GUIDE QUESTIONS
94

CHECK THE APPROPRIATE COLUMN AND EXPLAIN YOUR ANSWER.
YES NO
1. IS THE SIMULATION REALISTIC?
Explanation: _____________________________________________

2. Did the speaker sound spontaneous?
Explanation: _____________________________________________

3. Did they use the appropriate words and expressions?
Explanation: _____________________________________________

4. Did they pronounce the vowels and consonants correctly?
Explanation: _____________________________________________

5. Was the delivery clear and accurate?
Explanation: _____________________________________________

Strengths:
______________________________________________________________________________
______________________________________________________________________________

Areas for Improvement:
______________________________________________________________________________
______________________________________________________________________________

ASSESSMENT
Spontaneity
-----------------------------------------------------End of Day 12 -------------------------------------------------------

95

Day 13
Handling Complaints Part 1/Prepositions

OBJECTIVES

1. To use expressions in handling complaints effectively
2. To produce the / s / and / z / sounds correctly
3. To speak more naturally by using correct word and sentence stress
4. To achieve accuracy and fluency by using correct prepositions of time
-------------------------------------------------------------------------------------------------------------------------
96

PREPARE TO SPEAK

A. Dialogue
A: Customer Service. Good afternoon. This is _________. May I help you?
B: why would I be charged $100 for a canceled flight? The snowstorm isnt my fault.
And not only that, I also lost my payment for a hotel reservation because I didnt
give a 24-hour notice. This is outrageous! Your money-sucking agency. Damn
you!
A: I understand your situation, maam, but the company has its policies. Could you
tell me what happened?
B: I was stuck at Detroit because of a snowstorm. Then I called your agency to re-
book me in the next mornings flight. The agent obliged, but with a $100 penalty.
Isnt that unfair? My hotel booking too was not cancelled because of the 24-hour
notice policy. Stupid policies! Darn!
A: Im really very sorry, maam.
B: I want a refund of the flight penalty and my hotel reservation.
A: May I get your name, maam?
B: Therese Carmichael.
A: Access code?
B: I dont know.
A: Its all right. Could you hold for a couple of minutes while I put you through to
our supervisor?
B: Thanks.
A: Sir, theres a complaint from a customer. Im forwarding to you her record. This
is her complaint
B: Okay. Put her through.
A: Please keep your cool maam. I will now connect you to our supervisor.
B: Thank you.
A: Not at all.

B. Pronunciation
Directions: Go over the text again. List down some of the words that represent the
critical sounds / s / and / z / in the text.

/ s / Sound / z / Sound

C. Practice producing the following:

97

/ s / Sound / z / Sound
Advice Advice
Bless Blaze
Class Cause
Hostess Crazy
Process Cruise
Progressive Glitz
Same Roosevelt
Seen Rose
Several Zip
tense zoo

D. Pronunciation exercise
1. Theres a very affordable restaurant on Roosevelt Avenue.
2. My relatives are going on a cruise next week.
3. Dont worry, Ill advise the participants to come early.
4. Are we flying economy or business class?
5. Everyone in the company goes through a very tough proves.
6. Remind the customers not to cause any trouble.
7. We only have several items left for discount.
8. Do you want to get the same flight schedule?
9. I thought I was going to go crazy hosting the program.
10. Have you been to the biggest zoo in Seattle?
E. Review word/Sentence Stress
Read the following sentences aloud to practice word/sentence stress.
1. The ceremony lasted more than an hour.
2. I dont understand the content of the letter.
3. Some adventurous customers do not realize the circumstance they are in.
4. Do we have some penicillin in the first aid kit?
5. Can you do the report yourself?
6. Is it seventeen or seventy?
7. Im not sure if we can address that problem now.
8. The managers seem to object to the proposal.
9. The fundraising had a good turn out.
10. Who else needs to make up for the training?


A. Exercise: practice reading the dialogue in Prepare to Speak and find a partner. Pay
attention to the common expressions used in handling complaints.
B. Technique: Use the following expressions in handling complaints:
98

I understand your situation, _____. But the company has its policies.

Im, really sorry, ____________.

Its all right.

Please keep your cool.

C. More practice: Can you sad the list?

Handling Complaints



E. Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic

Beat up

Busted my chance Whats eating you?
Off your chest

Freaking out A hole in the wall
Spaced out

Passed up Giving me a creep

A: Hey, youre _____________.
B: Nothing. Im just exhausted, I guess.
A: Come on, get it ____________. Im your friend, ready to listen anytime.
B: Im bombed. I hate myself. I think I ________________ to handle a complaint
smoothly.
99

A: what did you do?
B: There was this very angry client because she was penalized for a cancelled flight.
At the moment I felt shes ______________ because of her voice. It wasnt her
fault she said if there was a snowstorm. She didnt also get a refund for her
cancelled hotel booking and shes running out of cash so she desperately looking
for a ______________. That does add up to her irritation. She missed the refund
because she wasnt able to notify the hotel in 24 hours earlier. Oh my, she was
really ________________ and I was tongue-tied.
A: Didnt you do anything except keep quiet?
B: I remember I stuttered, and then I said Id refer her case to the supervisor. I
regret I ____________ handling that complaint effectively.
A: Dont ___________ yourself about it. Charge it to experience. Next time, youll
be more composed and youll be able to handle a complaint well.

GRAMMAR
Prepositions: At, On, In (time)
We use:
at for the time of the day:
At 5 oclock at midnight at lunchtime at sunset, etc.

on for days and dates:
On Friday/on Saturdays on 12 March 2009 on Christmas day

in for longer periods (for example, months/years/seasons)
In October in 1968 in the 18
th
century in the past
In (the) winter in the middle ages in (the) future

We use at in these expressions:
100

I take the most number of calls at night.
I enjoy receiving a lot of gifts at Christmas.
The call is on hold at the moment.
The President and Vice President arrived at the airport at the same time.

Note that we usually ask What time? (not at what time?)
What time are you going to be on board?

We say:
In the morning(s) in the afternoon(s) in the evening(s)
Our meeting is in the morning.
The training is in the afternoon.
My duty is in the evening.

On Friday (morning) on Saturday afternoon on Monday evening
The manager will be attending at the meeting on Friday morning.
Our department has been assigned to take over on Saturday afternoons.
We plan to go out on Saturday evening.

We do not use at/on/in before last/next/this/every:
The trainer is going to be out next Friday. (not on next Friday)
Our team was evaluated last month.

In a few minutes/in six months etc.
The plane will be arriving in a few minutes. (=a few minutes from now)
All the new agents will start in a week. (=a week from now)
The Manager will be with you in a moment. (=a moment from now)
101

I acquired the native accent in three weeks.
The new policies will be implemented in two months time.

Exercise: Complete the following sentences by using the prepositions at, on, in with the words
or group of words in the box:

At night On Saturday evening
In the 1990s In the evenings
Last 200in December8 January 1, 2008
On Thanksgiving Day In a months time
Next year On Fridays
At lunchtime At ten oclock
At the moment In summer

1. I plan to move to another department ________________.
2. Last year, more Americans flew back to their hometowns _______________.
3. The company will be launching a new project __________, in time for Christmas.
4. The lowest number of applicants reported on record was __________.
5. Tourists prefer going to the beach ________________.
6. Im glad I never fail to go mass ________________ despite my hectic schedule.
7. Our call center started its operation in the Philippines.
8. The client should have called _________. Its now half past ten.
9. I prefer working _______because Im not a morning person.
10. Our team members usually have snacks ______________.
11. I dont think the supervisor is available ________________.
12. Do you notice how most people feel sluggish and burnt out _________?
13. A sister company of this call center will be introduces __________.
14. The couple from Wisconsin will be arriving __________.
102

15. I wonder why our supervisors call for meetings ________. I cant eat properly when they
do so.

APPLY THE SKILLS
1. A client complains that her booking date was changed to an earlier flight without
notice. She calls to inform your agency about it. She wants it re-booked to her
scheduled flight, but the problem is there is no more flight available on that day.

2. A client calls that the date of her flight to Jamaica and hotel reservation does not
match. She wants you to fix it right away. But theres no more available flight. The
client insists that she talk to your supervisor.

3. A client complains that his connecting flight from Phoenix to New Orleans isnt what
he booked. He wants you to make necessary arrangements within the day because
of an urgent matter he has to attend to later in the evening of the same day.

ASSESSMENT
Spontaneity
-----------------------------------------------------End of Day 13 -------------------------------------------------------

HOW DO YOU GET ANGRY CUSTOMERS TO BACK DOWN?
Introduction
Being intimidated by difficult customers, ignoring their behavior is not healthy or productive and in most
cases it doesnt even lead to customer satisfaction. In this segment there a re six field proven strategies
and effective which guarantee success in bringing irate customers to back down.
STRATEGIES TIPS EXAMPLE OF A
STATEMENT
EFFECT
USE APOLOGY Apologize Please accept my Makes the angry
103

regardless of
fault
Needs to be
carefully
worded

sincere and
unreserved apology
for any
inconvenience this
may have caused
you.

customer feel heard
and understood.
It diffuses angry and
allows you to
reestablish trust.
Reduces lawsuits,
settlement, and
defense cost
USE DIPLOMACY Do it sincere as
you can
Clearly, weve upset
you and I want you to
know that getting to
the bottom of this is
just as important to
me as it is to you.
Kill the anger softly
Youve addressed
the anger directly
and non-defensively
Youll not engage to
the drama of the
attack
GO INTO COMPUTER
MODE
Speak generally
without
emotion
Avoid the bait
your customer
is throwing you
Your word,
tone, and
attitude are
completely
impersonal
Continue to
response
without
emotion no
matter how
strong the
verbal abuse is
(Go to a usual
business questions
and answers
WITHOUT EMOTION)
This response
deflects, diffuses,
and disarms angry
customers because
you dont add fuel
to the fire by using
unemotional
reaction
ASK Have I done
SOMETHING
personally to upset
you?
Am I not part of the
solution?

SHOW SYMPATHY Is a powerful
tool used to
disarm an angry
customer

Empathy helps
you truly begin
to see the
That must have
been very frustrating
for you.
I realize the wait
you encountered was
an inconvenience.
If I were in your
shoes, Im sure Id

104

problem from
the customers
perspective.

Will help keep
you from
loosing cool
when your
customer gets
hot
feel just as you do.
It must have been
very frustrating for
you have waited five
days for your order
and for that I am
sorry.
SHOW APPRECIATION Interject (not
interrupt) to
thank the
customer for
taking time to
give you
feedback.
Thanks for taking
the time to let us
know how you feel.
Thanks for being so
honest.
WE appreciate
customers who let us
know when things
arent right.
Thanks for caring so
much.
Your customer
expects you to
answer with respect
and gratitude thats
why this works.
Its a shock factor
and many times
your customer is
stunned in silent

POST AND FINAL DIAGNOSTIC TEST

Test 1 Accent
A. H e l l o
Hello, my name is_______________. I'm taking
American Accent Training. There's a lot to learn, but I hope
to make it as enjoyable as possible. I should pick up on the
American intonation pattern pretty easily, although the only
105

way to get it is to practice all of the time. I use the up and
down, or peaks and valleys, intonation more than I used to.
I've been paying attention to pitch, too. It's like walking
down a staircase. I've been talking to a lot of Americans
lately, and they tell me that I'm easier to understand.
Anyway, I could go on and on, but the important thing is to
listen well and sound good. Well, what do you think? Do I?

Test 1 Accent (continuation)

B. 40 Years after the war
Forty years after the end of World War II, Japan and the
U.S. are again engaged in conflict. Trade frictions, which
began as minor irritants in an otherwise smooth relationship
in the 1960s, have gradually escalated over the years. The
conflict is more dangerous than it appears because its real
nature is partially hidden. It masquerades as a banal and
106

sometimes grubby dispute over widgets with the stakes
being whether American or Japanese big business makes
more money. In truth, the issue is strategic and geopolitical
in nature. Japan is once again challenging the U.S., only this
time the issue is not China or the Pacific, but world
industrial and technological leadership and the military and
economic powers which have always been its corollaries.

Test 2 Grammar

Test 3 Speaking
Test 4 Listening
Test 5 Writing
Test 6- Phone conversation

107

References

Morillo, J., M10-D English Language Proficiency for Seafarers. 2009
Morillo, J., Tongue Twisting Exercises for Seafarers2009
Morillo, J., English Grammar 101 for Seafarers 2009
Morillo, J., Customer Service Training Representative Training Module for IMI
Cook, Ann, American Accent Training

Customer Service Representative Training Module

Hochgeladen von

Dokumentinformationen

Originalbeschreibung:

Originaltitel

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

Customer Service Representative Training Module

Hochgeladen von

Copyright:

Verfügbare Formate

2010

Miranda & Associates

Das könnte Ihnen auch gefallen