Mariano Marcos State University

COLLEGE OF TEACHER EDUCATION

Laoag City

RODOLFO B. LUCERO JR.

=Author=

RONALD CANDY S. LASATEN

=Editor and Consultant=
 Skill Book in Grammar for Grade 9
(English)

Use of Modals Quarter 4 Lesson 11

Use of Direct and Indirect Speech- Quarter 4 Lesson 12

In Partial Fulfillment of the Requirements in EngEd 105:

Preparation and Evaluation of Instructional Materials

Prepared by:
Rodolfo Balneg Lucero Jr.
BSE IV-A English

Prepared for:
Dr. Ronald Candy S. Lasaten
Professor
This skill book is intended for GRADE 7 LEARNERS.
It contains the following parts:

This part of the material serves as starting point for grammar lesson. It
presents authentic material of which grammar points are elicited.

This part of the material contains review on grammar rules. Likewise,

it offers examples to serve as models for the learners

This part of the material provides controlled exercises and practices.

The activities can be done is dyads, triads or small group to benefit
from the principle of cooperative or collaborative learning.

This part of the material offers exercises and products that reinforce
learner’s initial understanding of the presented grammar lesson.
Basically, this challenge learner’s independent learning skills.

This part of the material measures learner’s transfer of learning. The

activity or task is authentic; thus, the output is original or genuine.
Use of Modals
Quarter 4 Lesson 11
 Name: ________________________________________Year/Section: ________________
Date Accomplished: ___________________Teacher:______________________________

Learning Aims:
 Determine the function of modals as used in sentences.
 Use appropriate modals in sentences.
 Construct paragraph(s) using modals.

What to do?
Given below are excerpted lines from different customer service staff. Read them
silently and answer the questions that follow.

(Call Center Representative)

“Thank you for calling Philippine Airlines,
how may I assist you today?”

(Mall/Department Store Representative)

“I can handle this one for you sir.”

(Bank Representative)
“I will check on that for you ma’am.”

(Gift Shop Representative)

“Shall I wrap now your purchase, sir?”

(Tour Guide)
“We must leave this place before
sunset.”

(Waiter/Food Service Crew)

“Would you like to try our special dish
for the day?”

Source: Google Images

 Test your Understanding- Answer the following questions briefly but concisely.

1. What do the lines presented convey?

2. What did you notice with the lines? What kind of verbs do they have in common?
3. What auxiliary verbs are used to form the verb phrases in the given lines?
4. How are the verb phrases structured?
5. Which line(s) mean(s) a necessity? A purpose or permission? An implication of
power or ability? A possibility?

What to do?
Read the following facts about the grammar presented.
Grammar Notes

Modals are special verbs that give more information about the function of the main verb. They are
placed before the main verb and are used to express a possibility, an intention, an obligation, or a
necessity.

They take the structure (modal + simple present form of the verb).

Examples:
- Can + act
- Will + speak
- Should + start

The following are the common modals:

Can is used when the speaker implies ability or power. The past tense of this modal is
Could.

Examples:
You can trust me on this matter.
I wish I could trust you in this matter.

May is used when expressing permission, a wish or a purpose. It is also used to show doubt
or express a possibility. The past tense of this modal is Might.

Examples:
I may avail this promo.
I might consider joining the raffle.

The modal Must denotes necessity while Ought to is used to advise or make
recommendations, express assumption or expectation as well as strong probability, often with the
idea that something is deserved.

Examples:
You must deliver all my orders now or I will cancel them.
 You ought to be in your own working area.

When the speaker is expressing duty, obligation or possibility, the modal used is Shall and
its past tense if Should.

Examples:
I shall assist now all the customers.
You should listen to my suggestion.

In sentences where the speaker implies wish or willingness, the modal used is Will and the
past tense of this modal is Would.

Examples:
He will definitely give you a call once your purchased is tested.
I would love to give you a tip.

What to do?
Find a pair. Share your ideas together to accomplish the exercise below.
EXERCISE A.
Direction: Underline the modals used in each of the following sentences.

1. (Prompt Voicemail): “All our operators are busy, please leave a message and
we will give you a call back as soon as a representative is ready to assist
you.”
2. Should you need any further assistance, please call our technical support at
toll free number 1-800-888-0000.
3. To place your order, you may visit our website directly at
http://www.placeorder.com.
4. Is there any way I can change the item I just bought yesterday because it has
factory defect.
5. Will you be our tour guide for the whole week, Mr. Berto?
6. How shall I place your order Mr. Salazar? Will it be through card or online
check?
7. I must pay now my debts or my card will be overdrawn later.
8. We might have delivered the items you ordered Mrs. Aguirre if you left us
your complete address.
9. These gifts could all be wrapped in 20 minutes?
10. She would have answered all your queries if she could. Let’s wait for the
manager to takeover.

Source(s): http://www.customerservicegroup.com/pdf/powerful_phrases.pdf
http://www.express-scripts.com/members/contact/
EXERCISE A.
Direction: Give the appropriate modal for each sentence. Write your answer on the space
provided.
1. You (can, must) ____________ offer promotions and slash prices to bring in as many
new customers as you want.
2. Unless you can get some of these customers to come back, your business (can’t,
won’t)_____________ be profitable for long.
3. If you don’t want the scent of the product you bought, you (shall, may) ____________
want to return it to the store.
4. It (ought to, will) _______________ be your approach to customer service that
determines whether or not you’ll ever be able to sell that person anything else.
5. Don’t make promises unless you (will, shall) _________________ keep them.
6. (May, Can) ________________ the sales pitches and the product babble?
7. If you give the complaint your attention, you (must, may) be able to please this one
person this one time.
8. When he explained the problem, the proprietor said that he thought he (could, might)
have one lying around.
9. If the staff is not addressing your concern, you (can, ought to) find immediately the
manager for complaints.
10. They (may, will) not say to you, but people notice when people make an extra effort.

EXERCISE C.
Direction: Given the paragraph below, fill in the blanks with the appropriate modal.

Customer Service is a very important aspect in businesses, publics and everywhere. A

quality customer service 1._____________ assure big income as customers demand for a
reasonable treatment of the staffs. If a customer has any concerns about the product, he
2.___________ directly go to the customer service section and let the staff know his concern. It
3.___________ be in his best interest to tell the representative all his concerns for better
assistance. In the event that the representative is not sure as to how to assist the customer, he
4.____________ ask assistance from the higher department directly.
Good customer service is all about bringing customers back. And about sending them
away happy – happy enough to pas positive feedback about your business along to others, who
5.____________ then try the product or service you offer for themselves and in their turn
become repeat customers.
If you are a good salesperson, you 6.___________ sell anything to anyone once. But it
7.___________ be your approach to customer service that determines whether or not you
8.___________ ever be able to sell that person anything else. The essence of good service is
forming a relationship with customers – a relationship that that individual customer feels that he
9.____________ like to pursue. So if you continue to provide quality customer service, there are
many blessings that 10.___________ surely come in return.
 What to do?
After having a lot of practices, this time, you are going to answer the activities on your
own.

EXERCISE A.

Direction: Complete each of the following sentences by using the most appropriate modal.
Choose your answer from the given modals below. Write your answers in the space provided.

can may must shall will

could might ought to should would

1. A quality customer service _______________ be of any assistance all the time.

2. You don’t necessarily want to do what the bank teller said but you _______________
consider it.
3. How _______________ you assist me with my concern when you don’t even know what
to do?
4. I _______________ really love to buy your product but I don’t have any money right
now.
5. The buyers saw what happened at the mall but they _______________ tell how exactly.
6. Pokwang _______________ get the promotion as she badly needs it.
7. _______________ the bank lend me the amount I need right now?
8. The saleslady _______________ have given me a nice shirt.
9. That man _______________ have entered the mall when he looked for a washing
machine.
10. When we meet the tour guide, I _______________ ask him immediately where to go
first.

Exercise B.

Direction: Given the following situations below, how will you respond to each of the queries of
the customers using the appropriate modal? Write your answers in the space provided.

Scenario 1: (Irate caller): You have been explaining the same thing over and over. I want to
speak to your supervisor.

Response:
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
_______________________________________________________________________
Scenario 2: (Cardholder complaining at the bank): I saw a charge on my bank statement which
I don’t recognize and I don’t think I authorize it.

Response:
____________________________________________________________________________
____________________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

Scenario 3: (A foreigner who is lost in his way): Excuse me mister but I think I’m lost. Where is
the way to Sexy Beach?

Response:
____________________________________________________________________________
____________________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

Scenario 4: (Customer at the restaurant): Waiter, what’s the best dessert that you have?

Response:
____________________________________________________________________________
____________________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

Scenario 5: (At the laundry shop): Hello, it’s been weeks since my coat was placed in the
cabinet and I forgot that it needed a wash.

Response:
____________________________________________________________________________
____________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

Scenario 6: (At the beach): Excuse me miss/mister. I have been looking for my son everywhere
and I can’t find him. Can you help me please?

Response:
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
_______________________________________________________________________

Scenario 7: (Pizza delivery and there’s one slice missing): As I opened the box, I saw that a
slice was missing. As far as I remember, I order a whole pizza.
Response:
____________________________________________________________________________
____________________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

Scenario 8: (A customer complaining why you did not put sugar in his halo-halo): Is this how
your halo-halo really tastes like? Don’t you really put some sugar to taste?

Response:
____________________________________________________________________________
____________________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

Scenario 9: (At the pet shop): Hello, my dog is sick. Can I please make an appointment with the
Doctor?

Response:
____________________________________________________________________________
____________________________________________________________________________
_______________________________________________________________________
_______________________________________________________________________

Scenario 10: (At the internet cafe): My computer is not working fine. I don’t know what
happened but it just turned out not responding.

Response:
____________________________________________________________________________
____________________________________________________________________________
________________________________________________________________________
________________________________________________________________________

What to do?
As an application of the things you learned, get ready with the final task.

Final Task

Direction: Assuming that you are the manager of Jollibee Food Chain and there are new set of
crew and staff to train. Using the different modals, create your own instruction to them as to how
to deal with the customers in every way. How would you like them to maintain quality customer
service? Write your instructions below and encircle the modals used.

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Rosal, N.U. (2010). English Across Continents. Makati City: Diwa Learning Systems,
Inc.

Morgan, Marian D., Set of Activities (Center for Southeast Asian Studies, University of
Hawaii, 1982).

Navarro, H.C.(2014) English for a Brighter World. Bright House Publishing, Quezon
City.

Schumacker, Earl Q., Modals Rules (GrammarRooms Inc., USA, 2013).