The topics you need to understand are as follows

Phonetics
Syllables
Syllable Stress
Sentence stress
Intonation
Word Contractions and liaisons.
There is lot more to this but these are a few topics to start of with.

13 days call center training module

1. 1. 13 DAYS ofCALL CENTRE TRAINING GUIDE MODULESWithin the Customer Service
Representative Working Environment ...Focusing onCSR TrainingJbm(For classroom
training purposes only. Not for Sale.) jbm1
2. 2. DAILY TRAINING REQUIRED ELEMENTS TASK FOR THE DAY THE OBJECTIVES PREPARE
TO SPEAK LEARNING GRAMMAR FUNCTIONS APPLY THE RULES/SKILLS ASSESSMENT
jbm2
3. 3. Day 1Making Introductions and GreetingsOBJECTIVES 1. To introduce oneself and
others using formal or informal expressions 2. To carry on a conversation from
beginning to end using appropriate expressions 3. To introduce the correct vowel and
consonant sounds in English speech using the vowel
triangle------------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAK A. Introductions - It is your orientation day as a newlyhired CSR. /the trainer instructed you to introduce yourselves to each other for the
first 1 hour. The trainer divided you into groups. How would you introduce yourselves
to each other? - Now that you know each other, your task is to introduce your new
acquaintance to members of the other group - How are you going to do it? - How do
you keep the conversation going? - How do you end it? - B. 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 Industrial
Maintenance Account. jbm3
4. 4. SHIELA: Im Sheila from the same 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 belong to the same account. 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.COMMUNICATIVE
FUNCTIONSAnalysis: Recall your own dialogue in the introductions and the sample
dialogue above. Identifyfamiliar expressions you used and the ones used in this text.
When are the expressions used?How are they used? Expressions Used Function/sNow
look at the following expressionsIntroducing 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
______________________________________________________ jbm4
5. 5. Note: When introducing yourself to someone, you often need to give not only your
name, butalso other relevant details about yourself or the situation you presently are
having. The same istrue when introducing someone to others.Introducing
othersEXPRESSIONS ADDITIONAL INFORMATIONA. Formal a colleague of mine.Hi. Id
like you to meet . our sales manager.Good morning. May I introduce my old
time friend.Id like to introduceEXPRESSIONS ADDITIONAL INFORMATIONB. Informal
Can I introduce hes here for the week. This is my counterpart. I want you to
meet from the IMI division.GREETING POSSIBLE REPLY TO THE GREETINGA. Formal

6.

7.

8.

9.

How do you do? How do you do? Im fine/Im doing well. How do you do? Im very
pleased/delighted to meet you.B. Informal Hello. Nice to meet you Its very nice to
meet you, too. Hi. 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 toshake hands. This is when
the greeting How do you do? is appropriate, but it is only used forthe first time.Other
rules in introducing othersYounger to older introduce the younger person to older
person.Example: Father, this is my friend, Annie. Annie, this is my father. jbm5
6. Male to female introduce man to woman or boy to a girl.Example: Ella, meet my
friend, John.Lower rank to superiorExample: Sir Miranda, this is our new student,
Mitch.Any order same rank, gender, age. When you introduce people of the same
rank, gender, orage, it doesnt matter whose name comes first.Pre-closing the
conversationA. FORMALThanks for your time. No problem.Thanks a lot for the
information. Welcome. Its been nice talking to you.I really should be leaving. Sure. No
problem. I have to get going too.I have to go. Its alright. Take care.Would you excuse
me please? 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. INFORMALGot to go now OK.
See you again.I have to run OK. Great talking to you.I must be going Same here.I
have to rush off Same here.Closing the conversation Expression Possible ResponseA.
Formal Talk to you later Youre welcome. Thank you for your time. My pleasure.B.
Informal See you later. Bye. Until next time Ok. Bye jbm6
7. A male friend to a female friendFor Accent Theory: Get your Training Kit for accent
and try to know the rules forAmerican/British accentFor Accent Practice: Get your
Training Kit for accent and try to apply the rules forAmerican/British accentAPPLY THE
RULES IN YOUR SKILLSA. Simulation/role play After another orientation, the newlyhired 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- preclosing-closing Sample dialogue: Listen to the conversation among the call center
staff. Pay attention to expressions used and the spontaneous way of introducing
oneself to another person. Then practice the dialogue with a partner. A: Hello. 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. jbm7 Your new acquaintance to your boss Practice: Prepare a role
play based on the following situations.You want to introduce:
8. Correct use of intonation patterns------------------------------------------------------------END
OF DAY 1 ----------------------------------------- jbm8 Correct production of vowel sounds
Correct use of vocabulary and expressions in context Probability of the situation
Spontaneity 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 presentationGiven the situation above,
create your own situation in introducing and greetings that areapplicable and relevant
to gatherings or interactions in your unit.B. TEACHERS FEEDBACK CRITERIA:
9. Day 2Asking for and Giving Informationon Flights and AirfaresOBJECTIVES 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 risingfalling information 4. To produce the /i/ and /iy/
sounds------------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAKA. Dialogue Flights and airfare Agent: IMI Travel, 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? 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 AirwaysNonstop 7:30 $123 $233 $2451
Stop 10:00am $148 $248 $347 jbm9
10. 10. 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/ SoundC. Practice
producing the following: /i/ bit /iy/ beat /i/ bit /iy/ beat bitch beach itch each Fit Eat Live
Leave Grit Feat Rich Reach Hit Greet Sin Seen It Heat Slip Sleep List Least Still Steal
mill Meal Wick Week Rid Read will Weak Sick Seat Well Sit seekD. 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. jbm10
11. 11. 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.C.
Vocabulary and Idioms Cf. Speak English Like an American (Learn the Idioms &
Expressions that will help you speak like a native). If it is possible please play the
CD/MP3. (Note: For the teacher, please provide an exam based on the ready tests of
the book Lessons 1-25.GRAMMAR A. Question words with short and long answers
Drills: which of the Question words (what, where, when, who, and How), will you use in
asking with a follow up long answer? Write the exact question below the given
information. Example: INFORMATION: Social Security Number Question: What is your
Social Security Number, Sir? INFORMATION: Acquaintances family name QUESTION:
_________________________________________________________ INFORMATION: Customers
date of birth? QUESTION: _________________________________________________________
jbm11
12. 12. Correct use of vocabulary and expressions in contextjbm12 Probability of the
situation Spontaneity 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:

13. 13. Good idioms --------------------------------------------------End of Day

2------------------------------------------jbm13 Accuracy in the use of question words Correct
use of intonation pattern Correct production of vowel sounds
14. 14. Day 3Filling Up Dead AirOBJECTIVES 1. To answer clients inquiries on connecting
flights 2. To use appropriate expressions to fill up dead air 3. To produce the /ey/ and
/e/ sounds correctly 4. To ask appropriate questions (yes/no) using the rising intonation
pattern------------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAK A. Dialogue CSR: Philippine Airlines, good afternoon.
This is _____. Can I help you? CLNT: Yes. Is there a connecting flight to the Philippines
from Chicago Airport? CSR: What date and airline, sir? CLNT: Sept 22, but I 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 United Airlines 161
Depart: 9:34PM Chicago, IL Arrive: 11:59PM San Francisco, CA 2 Stops Change Airlines
Time between flights 1 hr 6 min jbm14
15. 15. Thu, Sept 23 China Airlines 3 Depart: 1:05AM San Francisco, CA Arrive: 5:30AM
Taipei, Taiwan Change Planes Time between flights: 2 hr 35min Fri, Sept 24 China
Airlines 631 Depart: 8:05AM Taipei, Taiwan, Manila Arrive: 10:05AM Philippines CLNT:
Got it! Thank you. CSR: Anything else I can help you with? CLNT: Nothing else. Thank
you and goodbye. B. PRONUNCIATION Directions: go over the text again. List down
some of the words that represent the /ey/ and /e/ sounds in the text. Then classify
them according to the following: /ey/ sound /e/ sound C. PRACTICE PRODUCING THE
FOLLOWING /ey/ gate /e/ get Airfare Men Airplane Bet Airport Check Date Desk
Dateline Get Delay Letter Dateline Melbourne Delay Men Detail Messenger holiday Met
Irate Penalty Late Pennyjbm15
16. 16. 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. 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.jbm16
17. 17. 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? 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 noteLayover waitlisted No big dealstandby 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-jbm17B. Strategy: Fill up the dead air by making
clarifications/follow up
18. 18. Had all the visitors gone when we left? Had + goneDrills: Study the following
sentences. What kind of questions are asked based on the followinggiven answers?

Write the possible questions. jbm18 Have you been to Manchester Homes? Have +
been Has your family lived here long enough? Has + lived Do you know how to get
there? Do + knowRule 3: Whenever the helping verbs has, have, or had is used it
always comes with the pastparticiple form of the verb. Does she eat pasta? Does +
eat Did you go to Arkansas last year? Did + go Are you doing the report now? Are +
doingRule 2: Whenever the helping verb do, does, or did is used in a verb phrase, it
always comeswith the main form of the verb. Is she getting the bills today? Is +
getting 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.GRAMMARYes/No QuestionsRule 1: Whenever a
linking verb is used in a verb phrase, it is always comes with a progressiveform of the
main verb.
19. 19. 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. 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 knowjbm19
20. 20. Accuracy in the use of yes-no
questions----------------------------------------------------------------End of
Day3---------------------------------- Correct use of intonation patterns Correct production
of vowel sounds Correct use of vocabulary and expressions in context Probability of
the situation Spontaneity the flights that will delay his trip for two hours only. Help
him change his booking.ASSESSMENT Criteria: ----- jbm20
21. 21. Day 4Offering vacation packages and discountsOBJECTIVES 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------------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAK A. Dialogue A: IMI 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

22.

23.

24.

25.

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 sngle
rooms? B: just a double room. A: could I get your name snf email address, sir? B: hang
on just a minute. You also prodive car rentals 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? jbm21
22. 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: thtats 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. / / 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 Zonejbm22
23. 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: 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 FUNCTIONA. 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 jbm23
24. 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 somethingD. 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: 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 Ibe 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 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 _______________. jbm24
25. 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? Tag Question means mean either of these two: 1st : 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? 2nd : 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, _______________?jbm25
26. 26. Accuracy in the use of tag questions--------------------------------------------------------------End of Day 4---------------------------------------------- jbm26 Correct use of intonation
patterns Correct production of vowel sounds Correct use of vocabulary and
expressions in context Probability of the situation Spontaneity 9. You wouldnt
mind telling, ________________? 10. There are more customers now, ________________?
APPLY THE SKILLS A. Simulation 1. You work for Industrial Maintenance International.
Help a customer who calls you about booking a Thanksgiving Holiday but on a tight
budget. Give your reasonable options and suggest the best one. 2. A client would like
to book for a weekend holiday for 25 people in a seaside resort. He inquires about
your packages. What will you suggest to entice him to close the deal with you? 3. An
executive calls to ask about a romantic 3-day holiday in Hawaii. Hes like the best
accommodation for him and his wife. The deal includes hotel accommodation, food,
and transportation services.ASSESSMENT Criteria:
27. 27. Day 5Providing Car RentalsOBJECTIVES 4. To meet clients needs with utmost care
for customer satisfaction 5. To produce the /ae) and /a/ sounds correctly 6. To practice
speaking using the different intonation patterns 7. To ask different kinds of questions
to sound more natural in speaking
English------------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAK A. Dialogue CSR: IMI 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 jbm27
28. 28. 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 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?jbm28

29. 29. The second pair of sentence is an e 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. 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? Note:
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?
jbm29 xample of falling intonation pattern. Questions of this kind are answerable by
yes or no.
30. 30. COMMUNICATIVE FUNCTIONS A. Exercise: Practice reading the dialogue in Prepare
to Speak with a partner. Pay attention to the common expressions used to confirm and
to express gratitude. B. Techniques Use the following expressions to make
confirmations: Would you like that or something else, sir? 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? 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 D. Vocabulary and Idioms Exercise 1: Go over the
dialogue again. Can you identify some of the idiomatic expressions used? Do you know
what they mean? List down the idioms you found in the text and explain in your own
words their meaning. Idioms used in Prepare to Speak Possible meaning Exercise 2:
Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box:jbm30
31. 31. 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 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.jbm31
32. 32. 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. B. Review Do you still recall how the different kinds of

33.

34.

35.

36.

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.jbm32
33. Accuracy in the use of the different kinds of
questions--------------------------------------------------end of Day 5
-------------------------------------------------- jbm33 Correct use of intonation patterns
Correct production of vowel sounds Correct use of vocabulary and expressions in
context Probability of the situation Spontaneity 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? B. Teacher feedback Criteria:
34. Day 6Making Small TalkOBJECTIVES 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------------------------------------------------------------------------------------------------------------------------------PREPARE TO SPEAKDialogueA: 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. jbm34
35. A: Okay, go! Good luck! A. Pronunciation Directions: Go over the text again. List
down some of the words that represent the / / and / a / sounds in the text. Write your
answers in the box. / / sound / a / sound B. Practice by saying the following aloud: / / /a
/ About Arch Among Balm Attend Bottle Attire Calm But Card Children comet Cousin
Drop Cup Flock enough Together Famous Foreigner Public Hobby Subway Horror Sun
jog The Knowledge Tough Mark Trouble Qualm us Sharp starch C. Pronunciation
Exercises 1. I want to stay calm but I just cant help getting upset now. 2. In New York
are we allowed to wear that kind of attire in the office? jbm35
36. 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) 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 manifestationjbm36

37. 37. 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 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.COMMUNICATIVE FUNCTIONS A. Exercises: Practice the dialogue in
Prepare to Speak with a partner. Pay attention to the common expressions used to
engage in small talks. B. Techniques/Strategies Its still hush-hush until My lips are
sealed.jbm37
38. 38. 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 E. Vocabulary and Idioms Exercise 1: Go over the dialogue again. Can you identify
some of the idiomatic expressions used? Do you know what they mean? List down the
idioms you found in the text and explain how you understand each. Idioms used in the
dialogue Possible meaning Exercise 2: Complete the dialogue below with the
appropriate vocabulary and idiomatic expressions from the box: Fill me in Dead air
Edgy Keep me on my toes No doubt about that Moment of silence Acting up Get
backjbm38
39. 39. 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? 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.jbm39
40. 40. 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,
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

41.

42.

43.

44.

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?
jbm40
41. Accuracy in making the subject agree with its verbjbm41 Correct use of
intonation patterns Correct production of vowel sounds Correct use of vocabulary
and expressions in context Spontaneity probability of the situation 8. The three
customers, not the agent, (was, were) the ones who complained. 9. My friend and
manager (wants, want) me to come along. 10. The agent and the team leader finally
(breaks, break) their silence.APPLY THE SKILLS A. Simulation: Prepare a 3-minute roleplay 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. Criteria:
42. Day 7Making SuggestionsOBJECTIVES 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 A. Dialogue A: Good morning, Mr. Robertson. IMI Travel on
the line. Sir, you rang us up a few days ago about a vacation package you were
planning to spend in Orlando. Have you made a booking yet? B: No, 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? jbm42
43. B: Sounds all right. Book me then. A: Thank you, sir. Anything else? B: Nothing
more. Thanks. B. Pronunciation Directions: go over the text again. List down some of
the words that represent the / u / and / uw / sounds in the text. Write your answers in
the box. / u / sound / uw / sound C. Practice by saying the following aloud: /u/ / uw /
Book Booth Cook Cruise Foot Fool Full Group Good Lose Hood Proof Push Prove Put
Route Should Rude Stood Rule Would Truth your whose D. Pronunciation Exercises 1.
My last cruise to the Caribbean was full of welcome surprises! 2. Would you mind
following even just the basic rules? 3. To avoid losing your baggage, make sure you
put them all at the counter. 4. Which route do your clients prefer? 5. Did you visit the
Bookish Boot in Lake Cit? I think 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.jbm43
44. E. Word Stress Rules These are some of the generalizations about stress in certain
groups of words: 1. Most words with two syllables are stressed on the first syllable.
airline Client duty Penny baggage details eastern Prepaid Booking dollars later transfer
business double local western 2. Intensive-reflexive pronouns are stressed on the word
self or selves yourself herself ourselves myself himself themselves 3. Numbers in
teen receive the stress on the word teen to distinguish it clearly from numbers in ty.
Seventeen-seventy Eighteen-eighty Fifteen-fifty Thirteen-thirty 4. Words ending in

ical, -ion, -sion, -ic and ity always have their primary stress on the syllable before the
ending. Cancellation Confirmation economic Equality exclusivity Historic Regularity
satisfaction 5. Generally, when a suffix is added to a word, the new form retains the
stress on the same syllable as the original. Dutiful Guidance Trainable Doable
happiness assignment 6. Words which show a shift in use as either a verb or noun
differ in stress. NOUN VEERB NOUN VERB object object Subject Subject present
present conduct Conduct permit permit contrast Contrast record record address
Address progress progress rebel rebeljbm44
45. 45. 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?jbm45 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. Generally, this rule also applies in two-word verbs.
NOUN VERB Make up Make up Pick up Pick up Put on Put on Turn over Turn over F.
Exercise in Word Stress 1. The injured were brought immediately to the hospital. 2.
Our records show that more than 70% of our clients are satisfied with our services. 3.
Talented people are sometimes misunderstood as smart-alecky. 4. Do you think that
our projections for the coming year are attainable? 5. He expressed his condolences to
the bereaved family. 6. We will reap a fruitful year if things go as expected. 7. There
should be a close coordination between the management and the personnel
department. 8. The committee on external affairs met to discuss new policy changes.
9. Such an admirable trait will never go unnoticed. 10. Theres a sharp contrast
between a proactive and reactive manager.COMMUNICATIVE FUNCTIONS A. Exercise:
Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to the
common expressions used to make a follow-up and give suggestions. B. Techniques
46. 46. Making a Follow up Giving suggestions D. Vocabulary and Idioms Exercise 1: Go
over the dialogue again. Can you identify some of the idiomatic expressions used? Do
you know what they mean? List down the idioms you found in the text and explain
how you understand each. Idioms used in the dialogue Possible meaning Exercise 2:
Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box Dead air Throws back Is in for Get back to How can I put it?
May sound like a dumb question A: Marionette.uhmm _____________. B: Yes, are you
saying something? A: I was wondering if you could help 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
hisjbm46
47. 47. 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.GRAMMARSUBJECT-VERB AGREEMENT (Part 2: Rules 7-10)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. jbm47
48. 48. Accuracy in making the subject agree with its
verb----------------------------------------------End of Day 7
--------------------------------------------------------------- jbm48 Correct use of intonation
patterns Correct production of vowel sounds Correct use of vocabulary and
expressions in context Spontaneity probability of the situation 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 A. Simulation: Prepare a 3-minute
role-play on the following situations. 1. A client asks about several vacation packages
for a family of 5 in the East Coast. Give him the best options so you can close the deal
right away. 2. A client wants to book for a two-week honeymoon in New Mexico. He
has a limited budget. Offer several packages that are within his budget do 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. B. Fishbowl Approach The class will be divided
into two groups. One group will observe the performers and take note of their
strengths and weaknesses. Each observer will have a partner to observe. Then after
the performance, the observer will critique the partners strengths and weakness
according to the criteria set. Afterwards, the groups will shift roles. Criteria:
49. 49. Day 8Giving Assistance and InstructionsOBJECTIVES 1. To practice more
expressions in giving assistance or instructions 2. To practice / p / and / f / sounds 3. To
practice proper sentence stress to show emphasis 4. To master subject-verb
agreement
rules------------------------------------------------------------------------------------------------------------------------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. jbm49
50. 50. B. Pronunciation Directions: Go over the text again. List down some of the words
that represent the / p / and / f / sounds in the text. Write your answers in the box. / p /
Sounds / f / sound C. Practice by saying the following: /p/ /f/ Appeal Affair Beep Beef
Cop Cough Deepen Deafen Lap Fact Leap Fair Open Feign Pace Fin Pact Foot Pain
Laugh Pair Leaf Pin Often Pony Phase put phone D. Pronunciation Exercises 1. Most
customers are not willing to get the latest pair of Fairmount shoes without the 50%
discount. 2. I need to get a phone call to Pony Island. 3. The Team Leader 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.jbm50

51. 51. 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 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?jbm51
52. 52. Use the following expressions to give instructions: Youve to exit through
Walk about _________________ meters Look for C. More practice: Can you add to
the list? Responding to a customer asking for Giving instructions assistance D.
Vocabulary and Idioms Exercise 1: go over the dialogue box 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 Meaningjbm52 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. A: Only cowards are quitters. B: Only fools
dont change their minds. A: Youre a fool, arent you? B: Youre a coward, quitter!
COMMUNICATIVE FUNCTIONS 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:
53. 53. 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. 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.jbm53
54. 54. A: Not really, but more confident. B: Give me five.GRAMMARSUBJECT-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 whenthe 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 asingular verb.
Example: No news is good news. This series of exhibits is fascinating.RULE 14: Nouns
occurring in sets of 2 take the singular form when the word pair is present, butthey
take the plural form when the pair is absent regardless of whether one pair or more
isbeing 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

55.

56.

57.

58.

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. jbm54
55. Accuracy in making the subject agree with its verb----------------- Correct use of
intonation patterns Correct production of vowel sounds Correct use of vocabulary
and expressions in context Spontaneity probability of the situation 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. B. Fishbowl Approach The class will be
divided into two groups. One group will observe the performers and take note of their
strengths and weaknesses. Each observer will have a partner to observe. Then after
the performance, the observers will critique the partners strengths and weaknesses
according to the criteria set. Afterwards, the groups will shift roles. Criteria:
-----------------------------End of Day 8 --------------------------------------------------------------- jbm55
56. Day 9Giving Assistance and Handling Direct FlightsOBJECTIVES 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 4. To master subject-verb agreement
rules------------------------------------------------------------------------------------------------------------------------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 18th 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. jbm56
57. / b / Sounds / v / sound C. Practice by saying the following: /b/ / fv/ Ban Rove Bane
Vain Beer Van Best Veer Bet Vest Biking Vet Boys Viking robe voice D. Pronunciation
Exercises 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.jbm57
58. 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. 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.jbm58
59. 59. COMMUNICATIVE FUNCTIONS 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. C. More practice: Can you add to the list? Giving
assistance to Clients inquiries 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: Tricks of the table Put a premium on Pretty occupied The ins and outs Better
said than done Wrap upjbm59

There has never been a better time to train our call centre staff.
We asked for training tips and have been amazed by the response. Here are the 44
great tips we were sent
1. Use free online tools

Kevin Stillwell

Popular video sharing websites such as YouTube are a cost-effective and brilliant
way to keep your call centre training sessions interactive, fun and engaging. These
websites offer a wide variety of free video footage everything from humorous clips
showing the top ten call centre disasters to more serious footage demonstrating
examples of high-quality customer service techniques.
These videos act as a great discussion starter for training sessions, staff can be
given time to find their own examples of good and bad practice and share their
learning with the team.
Online video clips can also help to inspire other, more classic, training techniques
such as role-play. Managers can show examples of poor customer service from
YouTube and ask staff to role-play the way they think the call should have been dealt
with.
Thanks to Kevin Stillwell, European Customer Service Director, Webloyalty
International (www.webloyalty.co.uk)
Call centres are great at training agents to be generic performers, and then we
expect the cream of the crop to rise to the top once the employees are in a
production environment. We can lose a prime opportunity to encourage superior
performance from the first day on the floor.
2. Get the WFM folks into the classroom
From a workforce management and operations perspective, its a great idea to get
WFM (Work Force Management) folks into the classroom to sell employees on
adherence and give practical tips on hitting KPIs. To build enthusiasm and make top
performance an achievable goal, bring top-performing employees into the room to
share their energy, passion and secrets for being the best in the business.
3. Provide real-world advice
In short dont just train your employees by filling their heads with knowledge. Be
sure to give them real-world advice and the encouragement theyll need to succeed
right out of the gate. Sometimes trainers arent in a position to do this. Thats why its
so important to bring experienced representatives into the room to have candid
conversations about their own successes.
4. Take a long hard look at your trainers

One tip Ive picked up over the years is just a brutal fact of business. If your trainers
came up through the organisation at time when the company wasnt performing up to
standards, then take a long hard look at them. Some trainers will often unwittingly
encourage the same performance standards they grew up with in the company.
Then you have a never-ending cycle of trying to break bad behaviours right out of
the gate. This is especially true for training programmes that last for extensive
periods of time.
5. Get exceptional agents to deliver the training
Finally, make sure you recruit agents with exceptional behaviour and performance to
deliver on-the-job floor training. Are they hitting adherence targets and any other
KPIs? Or are they mediocre performers? These agents will directly influence your
trainees in a big way. Something to think about!
Posted by Chris McCallister
6. Pilot groups
A great place to start with developing a coaching culture is to have a small group of
people who participate in a pilot of the scheme. This allows you to iron out any
changes before launching to the whole organisation. Pilot groups provide valuable
feedback on how systems are working in practice, and allow any changes to be
made before a wider launch. Pilot groups often become the biggest champions for
successful projects and are of significant value when implementing wide
organisational changes.
7. If managers are too busy to coach their team
If managers say they are too busy to coach their team, I would ask them: Do you
listen, when talking with your team?
8. Coaching does not need to be formal

Vandy Massey

I think all managers find they need to listen, and the type of listening you do and how
you respond can both be forms of coaching. Communication is an integral part of
being a manager and how you communicate can form a key part of coaching.
Coaching doesnt have to be a formal meeting at regular intervals. Coaching
conversations can take place anywhere, anytime, for any length of time. In fact,
sometimes the most effective coaching conversations can be the shortest.
A few ideas for training on a budget:
9. Partner with other similar companies
In the areas of people skills and team working, it may be useful to partner with other
similar-sized companies in the same area as you. Staff from each company could
attend, with costs being shared proportionately.
10. Skill up line managers
Skill up line managers to deliver training to small groups of their staff on key topics
that will improve productivity. It has the added advantage that people get to know
their team mates better.
11. Provide a library
Provide a library of books and DVDs that people can use to increase their knowledge
in their spare time. The company could make an initial investment and the collection
could then be grown through setting up your own version of BookCrossings.
12. Lunch and learn
Start lunchtime learning sessions where staff can elect to deliver a session on their
topic of choice. Even if the topic isnt work-specific, youre giving staff the opportunity
to see a different side of their colleagues, and the person delivering the session is
able to share their energy and enthusiasm for something theyre passionate about.
Great for upping the energy levels. Great for engaging staff.
Thanks to Vandy Massey of the Engauge Blog
13. Focus on staff engagement as well as technical ability

Geoff Sims

Ensure you have committed resources for training and development; training not
only nurtures technical ability but also increases staff engagement, helping to
motivate and retain talent.
When thinking about training look closely at what skills are needed within your team.
In a customer service call centre, training will often focus on product knowledge,
complaint management or questioning techniques in first-call resolution. In a salesbased call centre, training will also focus on ensuring employees are able to advise
customers on the best-fit product or service.
14. Training is an ongoing process
It is crucial to understand that training is an ongoing process; as markets, the
business or products change, additional training will be needed.
Geoff Sims, Managing Director of Hays Contact Centres
15. Individual training tailored to individuals
Whilst every agent in the contact centre will be using the same software and
equipment, each one will have different skills and personality. Training should reflect
this, developing their skills without over-emphasising any one particular area.
16. Training doesnt always have to happen in the classroom
Training needs to relate to the job at hand, so why move people away from the place
theyll be working in? If possible, incorporate relevant training into the working day,
into the tasks and activities agents have to complete whilst dealing with customers.
Online training tools can also be incorporated, freeing people from the classroom
and indeed the training centre and allowing training to take place on a genuinely as
needed basis.
Mark Smith, Convergys (www.covergys.com)

17. Speed training

Darren Benford

The idea of speed training is based around engagement of staff in the call centre.
This has been invented purely for the call centre market.
Involves games/activities which develop voice skills, customer service, etc.
Posted by Darren Benford Business Development at Its a Career Thing
18. Online training simulations

Helen Axe

Its not so much a tip, but rather a form of training. We have created an online
training simulation for a major US telecoms company, to train their staff in call
handling, whether that be retention, troubleshooting or sales. Effectively, agents can
train at their desks in chunks of approx 15mins, making decisions based on their
virtual customers responses. At the end of the virtual call agents receive feedback
on their choices, comparing the route they took for the call to the ideal route. All
feedback can be printed out, allowing agents to refer to the documentation every
time they have a similar real-life call.
Posted by Helen Axe Marketing Assistant at PIXELearning
19. When recruiting be clear about expectations

Miguel Barcena

One thing I believe is very important before any training is that you have to be sure
everybody understands why they are there.

You have to understand that the call centre environment is NOT for everybody,
before you provide training and then have recruits leave two months later when they
realise it is not for them.
When recruiting, dont just talk about how good it is work with you, but get the
candidate to listen to a good call, an average call and a really bad call. Talk about
the bad days and what it is like to spend 6 or 8 hours on the phone, and when you
are on your 120th call while it is your customers first contact with your company.
After they understand this, you can train them in whatever you want.
Posted by Miguel Barcena
I have experienced being on the team of a start-up call centre where call centre
culture was not known. As a trainer on a combination team of operations, recruiters
and trainers, we trained for six months with new classes every three weeks. This
time period gave the opportunity to integrate new methods, techniques and
strategies to improve and deliver a better product and process.
20. Time is money
Dont minimise the initial training time to save money. Efficient use of time in training
is essential. In other words, make every minute count. Eliminate exercises that dont
add value to the trainee, programmw, or client. Utilise the time in training by
integrating the new information with practice. Be flexible within the classroom.
Employ different learning methods for different situations and utilise leadership. This
often requires a prepared, experienced, connected trainer.
21. Trainers should be held accountable for the trainees at least six weeks
after training is finished
Tracking new-hire classes for retention and performance should be done in order to
improve the training curriculum and content as well as to place emphasis on the
value of the training experience. Often trainers are guilty of standing and delivering
material and not thinking of the impact of the training experience. Rarely have I seen
the training department accountable for the retention and performance of new hires.
This is a must.
22. Trainers should be involved in the transition from training to production

Often there are gaps in this process. The success of the training class often hinges
on this transitional period. Even if the training class has experienced on job practice
within the initial training period, the transition to real time is sometimes a black hole
where momentum and often employees are lost. Many companies make the
transition time a joint effort between trainers and subject-matter experts.
23. Trainers should be a support to Operations

Patricia Carroll

This may be done by periodically handling calls on the Operations floor, or it could be
done by helping supervisors with operational tasks. Monitoring quality would be an
excellent way of support and trainers must be involved in calibration sessions with
Operations in order to make sure that quality is maintained.
I can not emphasise quite enough how important it is to include the training
department as part of the Operations Team. Trainers deliver a product that supports
the production of the Operations team. Training is ongoing. The training process
should be a tool that is used often and assists in the success of the entire centre.
24. Handling calls during induction training
Handling calls during the initial training session is an activity that can not be
eliminated from the curriculum. This is what new hires were hired to do. Often either
the equipment within the classroom doesnt allow new hires to handle these calls or
individual equipment is not available for handling calls on the production floor. Maybe
volume is so heavy on the call centre floor that the new hires are asked to eliminate
a session of call taking due to seating shortages. It is imperative that the new hires
receive practice handling real-time calls. There is no substitute for this experience.
Role-play is good, but real call handling is essential. Trainers should make sure that
equipment in the classroom works and is available for each real-time call handling
session. Operations should make this a priority.
Posted by Patricia Carroll
25. Screening

During interviews, be very realistic about expectations of the job: how long reps will
be on phones; typical outbound and inbound calls; how reps will be measured; how
often reps managers will meet with reps regarding their performance; performance
levels that are unacceptable grounds for dismissal, etc.
26. Use behavioural types of questions
For example Tell me of a time when Ensure HR, Training, and Operations agree
on the Orientation, Aptitudes, Attitudes and/or Values to be screened for. And then
stick to them. So there needs to be a healthy balance between satisfying head count
and employing the right staff.
27. Avoid fluff in the curriculum
Ensure the curriculum has no fluff that it teaches only need-to-know
knowledge/skills.
28. Involve me, not tell me
Ensure the curriculum has very little lecture, but is mostly practice. That is, the
curriculum should be interactive and engaging.
Learners should NOT be idle they should be doing.
29. Trainers and subject-matter experts tacit knowledge should be
documented in the curriculum.
Trainers should collaborate with each other to ensure best practices of learning
strategies and methods are also included in curriculum. Include Level 1 and Level 2
evaluations.
30. Give trainers time to do their job

Kenneth Pack

Trainers should be provided time to do the job that theyre teaching. Sounds simple,
but most of the time, trainers only have time to develop training, print materials and
gather other materials/tools/resources, teach it, and then evaluate it. After all that, its
time for the next class.

31. Learners should be performing their job in the classroom

Learners experience in the classroom should match their experience on the floor as
closely as possible. Operations and HR should help to fill in gaps in the classroom
to set appropriate expectations of life on the floor.
32. A performance-based test should be used to determine graduation
This means metrics for a day-0 rep should be determined and incorporated in the
performance-based test.
You should also create a seamless transition from classroom to floor. The above
points should create no surprises for reps or Operations.
Posted by Kenneth Pack
33. Make sure supervisors understand the training agenda
Be sure the supervisors understand the agenda that is trained and see if there is
anything missing.
34. Ensure hand-off between the supervisor and trainer
Before graduating from a learning bay be sure there is a hand-off and agreement
between the supervisor and trainer. If there are issues then the trainer should keep
the CSR for another week and if it is still not working kick em out the door.
Supervisors should see the stats and understand the good and bad of associates.
Once the supervisor accepts responsibility they are on the hook to some degree.
35. Track new hire classes at least for six weeks

Rick Rude

The trainer should be held accountable for at least that long.

36. Show the trainers and supervisors the cost of training.
Be sure they put their business hat on versus emotional hats when dealing with
frustrating situations.

Posted by Rick Rude

37. Simplicity: everything in a call centre has to be done by the simplest
method possible
When a call centre rep is on the phone, nothing breaks concentration more than
involved processes. Everything must be done with multi-tasking in mind if the rep is
to be able to hit AHT/ACW/Sales goals or matrices. Simple processes, simple
procedures, simple, easy-to-implement computer aids, all mean that training time is
reduced and productivity increases.
In my call centre, we focused on KISS or Keeping It (Training) Supremely Simple. By
keeping the generalised training simple and focusing that training on versatility we
have increased the overall confidence while driving up productivity, and the training
has played a key role in how quickly the call centre became profitable.
38. Adaptability: add adaptable training to the weekly training session
Training in a call centre is at best generalised. Not every situation can be covered in
training to ensure the rep is fully capable to handle all situations. So, all training has
to be generalised; but generalised training has the tendency to remove the human
element, thus service levels suffer. Adaptable training is conducted by supervisors
on a one-on-one basis, with all the inputs for improving reps made by the rep after
listening to their calls. I am not advocating removing generalised training from the
curriculum, but adding the adaptable training to the weekly training session of the
new reps and monthly session with experienced reps. Thus, through listening to the
calls handled by the rep, individual strategic plans can be made, and personalised
training can become adaptable to many different situations.
39. Use periodic training

Dave Salisbury

Training should never be a once-in-a-lifetime thing. This is where adaptability comes

into the workforce mix. Weekly sessions to hear the calls, discuss plans, and drive
for improvements should be an integral part of the overall call centre experience.
This has two benefits, it helps the reps see the need for constant upgrades to

training while providing a forum to gain this training. This time also gives team
leads/supervisors the time and forum to personalise training to fix training holes from
the generalised training the rep received.
If machinery needs periodic maintenance to keep in top running form, consider how
much more periodic training the reps need to maintain efficiency and stay in top
performance.
Posted by Dave Salisbury
40. Use speech analytics to identify agent training opportunities

Darren Standing

Phonetic speech search technology can be used on agent interactions to identify

specific call issues, using key words or phrases. Training needs for agents can be
quickly identified.
Being able to analyse large volumes of agent/customer interactions releases
information on specific calls with issues, and trends across the whole agent
population, creating the opportunity to coach staff using identified good examples to
improve standards across the contact centre.
The resulting information not only creates training opportunities but also enables
refinement of scripts, improving the overall performance of the contact centre.
Supplied by Darren Standing of Aurix
41. Start staff learning before they arrive
A pre-induction learning portal is proving to be an excellent tool to dramatically
improve engagement and productivity of new staff from their very first day.

Lars Hyland

Brightwave and Sky, the satellite television and media communications provider,
worked together to build a pre-induction portal. Up to ten hours of learning covering
product knowledge, compliance topics, as well as sales simulations, have led to staff
arriving confident and competent.
This has reduced induction training by one week and measurably improved sales
and customer service performance. The portal also won the Most Effective Training
Programme award at the recent Customer Contact Association Global Excellence
Awards. Its a best practice model well worth replicating.
Lars Hyland, Director of Learning Services at e-learning specialist, Brightwave
42. Collect training feedback
Training feedback can be solicited by way of a Training Feedback Form, End of
the Program Quiz and Impact of Training surveys.
The feedback or evaluation process can cover the following features Quality of the
programme, Relevance of the programme, Evaluation of the trainer and Impact of
Training.
43. Pull together a training report
Half-yearly and annual training reports can give an overview of all the training
activities conducted during the year. They give qualitative data in terms of number of
hours of training imparted and cost involved, together with quantitative data in terms
of the programmes conducted, feedback received and an outline of the training
activities planned for the next year.
44. Work on improving knowledge management

Our strategy for knowledge management is Hone your skills to perfection and learn
something new everyday. This is because the only long-term competitive
advantage for any organisation is the collective brain power of its people.
Posted by Anurag Kull, Manager Quality at Dish TV

Grow your voice, grow your confidence grow your brand

1. Back ground and Motivation

Do your call centre agents project confidence and competence?

Do they invite confidence in your brand?

Do they feel like they are making a difference to themselves and to others?

Growing the power of the voice leads to growing the agents personal power and the power of your brand.
In everyday face to face conversations 7 % of what we communicate comes through our words, 55 through
body language and 38 through vocal tone and quality. But when the face of the person talking is absent, as it is
when talking on the phone, body language falls away and the effect of vocal quality jumps to 82%.
However, the average call centre agent handles around 1000 calls per day and maintaining a warm, friendly
yet efficient sounding tone all day becomes difficult. Unless your voice is trained, it will respond unconsciously
to your thoughts, feelings and the state of your body by default.

Instead, what if call centre agents could

Sound personable and professional at all times, irrespective of accent, personality or mood

Communicate eagerness to assist as well as sound warm and friendly

Always speak clearly and slowly so that they are easy to follow

Do all of this automatically so that they can keep their minds on solving the callers problems.

Maintain a personal sense of power and accomplishment in spite of difficult calls.

Such improvements will:

Ensure consistent quality throughout the day and across the team of agents.

Make each call more time efficient as agents will repeat themselves less often

Instil confidence in callers that they are being served with competence, efficiency and care.

Humanise the experience for each caller by allowing agents to sound more authentic.

Build brand loyalty by inviting trust and attention.

Build the personal sense of confidence and competence of agents.

Reduce staff turnover by increasing personal job satisfaction.

2. Playing Mantis Voice Training for Call Centre Agents

Playing Mantis offers a full day voice training course for call centre agents to help them understand the
importance of voice quality and provide tools for improving and maintaining their own vocal standard.
Cost depends on group size and level of customization required.
The Workshop will train agents to:

Hold a posture that enables positive connection and clear communication with callers.

Use breathing to control the pace and clarity of their speech.

Develop a tone of voice that invites attention and instils trust.

Shape sounds skilfully so that every word is heard without strain.

Infuse well known scripts with meaning and depth, keeping it alive for each caller.

Course material
Since it takes 6 weeks for the voice to automatically assume the new behaviour instead of reverting to
unconscious responses, each trainee can be issued with an audio CD containing 2 training routines for
developing and maintaining the desired vocal behaviours. The CD comes with a booklet containing a summary
of all the important techniques and reminding trainees of their own discoveries regarding their individual
voices.
3. Programme designer
Dr. Petro Janse van Vuuren is a masterful story teller and a dynamic , inspiring facilitator. She has
been training and coaching voice work and participative teaching methods for the last 18 years, both as a
trainer of actors and as presentation skills teacher.
She has worked with a wide range of clients including call centre agents, radio hosts, environmentalists,
evangelical ministers, microbiology lecturers, and rap artists.
Petro has written various academic articles and has published two books on speaking with confidence. She has
presented at various local conferences.
4. Testimonials
The most important thing I learned is act it until you feel it. Agents do not have to feel good or confident to
sound confident. The confidence comes as you allow yourself to be open and vulnerable to the caller. Chantel
Wilks, Learning Facilitator for Call Centre Agents, Capitec Bank.
This course has a way of demonstrating the goal immediately, and although good speaking only comes with
practise, the first important switch, realising how we could and should be speaking, can successfully happen in
the first morning. Gertrud Tnsing, Lecturer, Lutheran Theological Institute, Pietermaritzburg

I enjoyed the method of teaching. Found myself very relaxed and in a space that made me comfortable. The
facilitator is very warm and her tone of voice encourages. Melaine Sukhraj, PA
What I learned from the workshop is voice control and confidence when you get on stage how to have more
strength and energy and give a positive message. Reza Rust Zati G, Rapper for RIP

With the growth of the ITES and BPO sectors in India, everyone in the industry is looking for
that competitive edge which would give them more productivity.
We provide that competitive edge with our well designed training programs.
Few Voice and Accent trainings conducted by us for our clients are:

+ Accent Neutralization (U.K. and U.S.)

+ Cross Culture Sensitivity
+ Telephone etiquette
+ Customer Service
+ Telesales
For VnA Voice and Accent training enquiry, please contact us

India is fast becoming a cross border business hub.

We prepare companies stake holders to be prepared linguistically and culturally for Client
Interactions and Meetings.
Strength of our language trainings:

+ Certified trainers
+ One to one
+ Group trainings
+ Tailor made for you
+ At your work place
+ Online trainings