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 newly-hired
CSR. /the trainer instructed you to introduce yourselves to each other for the first 1 hour. The
trainer divided you into groups. How would you introduce yourselves to each other? - Now
that you know each other, your task is to introduce your new acquaintance to members of the
other group - How are you going to do it? - How do you keep the conversation going? - How
do you end it? - 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 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. 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. 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 newly-hired agents and their
trainers held a welcome party for all departments. Introduce yourselves to the others and
introduce your new friends and trainers to your new acquaintances. Practice using the
appropriate strategy for introducing yourselves and others, for keeping the conversation
going. Be conscious too of your vowel and consonant sounds. Introducing oneself:
Beginning- sustaining the conversation- pre-closing-closing Sample dialogue: Listen to the
conversation among the call center staff. Pay attention to expressions used and the
spontaneous way of introducing oneself to another person. Then practice the dialogue with a
partner. A: Hello. 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. 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. 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 rising-falling 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: Uhuh. 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. the flights that will delay his trip for two hours only. Help him ch Accuracy in the use of
yes-no questions----------------------------------------------------------------End of
Day3--------------------------------------- jbm20 Correct use of intonation patterns Correct
production of vowel sounds Correct use of vocabulary and expressions in context
Probability of the situation Spontaneity ange his booking.ASSESSMENT Criteria:
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 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. 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. 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. 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. 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. 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 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 The second pair of sentence is an
example of falling intonation pattern. Questions of this kind are answerable by yes or no.
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. 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:
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 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

33.

34.

35.

36.

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. Correct use 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: 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 of vocabulary and expressions in context
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 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. 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 role-play on the following situations. 1. A client
asks about discounts at 3 hotels of her choice in San Francisco. She wants to know the
packages that suit her specifications. Your computer is very slow at retrieving the
information, how will you fill in dead air so the client will not get impatient? 2. While you are
pulling the information regarding a confirmation of flight schedule, hotel booking and car
rental of your client from Arizona, the computer snags. Try small talk so the client will not
mind waiting. 3. The information on connecting flights from North Carolina to Hawaii that the
client wants is taking time as your system is slow. You try small talk as well as fillers to keep
your client occupied while waiting. B. Fishbowl Approach The class will be divided into two or

three groups depending the size of your class. One group will observe the performers and
take note of their strengths and weaknesses. Each observer will have a partner to observe.
Then after the performance, the observers will critique the partners strengths and
weaknesses according to the criteria set. Afterwards, the groups will shift roles. Criteria:
42. 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. 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. 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 Eighteeneighty 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 smartalecky. 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 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. 55. 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 Accuracy in
making the subject agree with its verb----------------------------------------------End of Day 8
--------------------------------------------------------------- jbm55 Correct use of intonation patterns
Correct production of vowel sounds Correct use of vocabulary and expressions in context
Spontaneity probability of the situation the partners strengths and weaknesses according to
the criteria set. Afterwards, the groups will shift roles. Criteria:
56. 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. 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. 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