UNIT 10: CONNECTIONS

10.2 How can I help you?

LEARNING OUTCOMES
The students will be able to…

discuss about the impact of customer

service on future business using reported
speech.

be ready to support key information when

reporting a situation.
 What did we do last class?
5 ways to listen better
Experiences at Customer Service department
 Work in pairs

Tell your partner about and experience you had

with a customer service department. How would
you rate your level of satisfaction on a scale of 1
(unsatisfactory) to 5 (completely satisfied)?
Explain why.
Direct Speech Reported Speech
 Reported Speech

Statements Kate: I listen to music on the way to work.

Kate said (that) she listened to music on the way to work.

Kate: Jack isn’t working today.

Kate said (that) Jack wasn’t working that day.

Kate: I will consider using the company again.

Kate told us (that) she would consider using the company
again.
Most common reporting verbs
SAID
TOLD
 Activity 1: Exercises
Report the following sentences.

1. Mary: “I am working online these weeks.” (say)

Mary said (that) she was working online those days.
_______________________________________________________

2. Teacher to students: “The exam will be next class.” (tell)

The teacher told the students (that) the exam would be the following class.
______________________________________________________________

3. Jonathan: “Children must wear uniform to school.” (say)

Jonathan said (that) children had to wear uniform to school.
_____________________________________________________
 TYPES OF QUESTIONS
YES/NO
QUESTIONS
• Do you like eating apples?
• Are you in class now?
• Did you see the news?
• Have you ever eaten
Japanese food?
WH- QUESTIONS
• What’s your favorite sport?
• Where are you now?
• Where were you born?
• How much did you pay for that?
• Who speaks English in your
family?
 REPORTING QUESTIONS

YES/NO
WH- QUESTIONS
QUESTIONS

IF Word order changes

Luis: Do you live in Comas? Maria:Where do you live?

Luis asked IF I lived in Comas. Maria asked where I lived

 Reported Speech

Kate: Did you hear about the new boss?

QUESTIONS
Kate asked (me) if /whether I’d heard about the new boss.

Kate: What were you doing with Mary?

Kate asked (us) what we’d been doing with Mary.

Kate: Have you ever eaten ‘suri’?

Kate asked (me) if / whether I had ever eaten suri.

Most common reporting verb

ASKED
 Activity 2: Exercises
Report the following sentences.

1. Katy: ‘Did you watch the latest film?’

Katy asked (me) if/whether I had watched the latest film.
_______________________________________________________

2. Teacher to Students: ‘When are you going to travel?’

The teacher asked (the students) when they were going to travel.
______________________________________________________________

3. Jonathan: ‘How long has Sally been your friend?’

Jonathan asked (me) how long Sally had been my friend.
_____________________________________________________
Reported Speech
PRESENT SIMPLE PAST SIMPLE
PAST SIMPLE PAST PERFECT (PAST SIMPLE)
PRESENT PERFECTPAST PERFECT
WILLWOULD
CANCOULD
MAYMIGHT
PRES CONTINUOUS PAST CONTINUOUS
MUST HAVE TO
PAST CONTINUOUS PAST PERFECT CONTINUOUS
 John: I love my English class.

John said that he loved his English class.

 Mary: I am reading a good book this semester.

Mary said that she was reading a good book that semester.
 Peter: I went to the bank last week .

Peter said that he had gone to the bank the week before.

Peter said that he went to the bank the week before._

 Peter: I was sick last week .

Peter said that he had been sick the week before .

PAST PERFECT

HAD + PAST PARTICIPLE FORM A VERB

I had bought my first car before I moved to Piura

Reported Speech
Paul: I was watching TV at around 8 pm
last night.

Paul said he had been watching TV at

around 8 pm the previous night.
 Reporting verbs and patterns
2. Verb + object+ (not) to
11. Verb + that +infinitive

He denied that he had Susan invited her brother John warned Richard not
stolen the money. to build a snowman. to do that again..
 Reporting verbs and patterns

3. Verb + -ing 14. Verb +(not) to + infinitive 5. Verb + object + that

John advised being nice He refused to eat the The reporter told the audience
to his mom. new dish. that aliens had landed in NY.
REPORTING VERBS AND PATTERNS
1. VERB + THAT
The student said that he hadn’t been listening.
ADMIT AGREE DENY EXPLAIN REALIZE SAY
WARN
The student: ‘I wasn’t listening.’

2. VERB + OBJECT + (NOT) TO + INFINITIVE

The speaker told the audience to think about their own experiences.
ADVICE ASK CONVINCE REMIND TELL
WARN ENCOURAGE INVITE PERSUADE
The speaker: ‘Think about your own experiences.’

3. VERB +-ING

ADMIT ADVISE DENY MENTION PROPOSE

The saleswoman recommended buying the programme.
RECOMMEND SUGGEST The saleswoman: ‘You should buy the programme.’

4. VERB + (not) to + INFINITIVE

AGREE OFFER PROMISE REFUSE THREATEN

James promised not to interrupt my speech.
James: ‘I won’t interrupt your speech.

5. VERB + OBJECT+ THAT

The speaker told the audience that she had discovered something amazing.
ADVISE PERSUADE TELL WARN The speaker: ‘I’ve discovered something amazing.’
 CANVAS – Week 8
W8 Session 2: REPORTING A DIALOGUE (10.2)
INSTRUCTIONS
Report the following dialogue

Mike: "What are you doing here, Liz? I haven't seen you since June."
Liz: "I've just come back from my holiday in Ireland."
Mike: "Did you enjoy it?"
Liz: "I love Ireland. And the Irish people were so friendly.". “I can show you some pictures. Are
you doing anything tomorrow?"
Mike: "I'll be at your place tomorrow at eight.”
Mike asked Liz 1. ___________________________ . And he
said 2.___________________________ since June.
Liz explained that 3.______________________________ back from her holiday in
Ireland.
Mike wondered if 4. _______________________________ it.
Liz told him that she 5.________________ Ireland and that the Irish people
6._____________________ so friendly.
Liz also said that 7. ___________________him some pictures.
And then she asked him if he 8. ________________something the following day.
Mike said he 9_______________would be at Liz's place the following day.
 Answer key
Mike asked Liz 1. what she was doing there And he said 2. he hadn’t seen her since June.

Liz explained that 3. she had just come back from her holiday in Ireland.

Mike wondered if 4. she had enjoyed it .

Liz told him that 5. she loved Ireland and that the Irish people 6. had been so friendly
.
Liz also said that 7. she could show him some pictures.

And then she asked him if he 8. was doing something the following day.

Mike said he 9 would be at Liz's place the following day.

 DISCUSSION - ZOOM
GROUP WORK. Imagine you have witnessed situations like these. Tell your
partners what happened, what was said and how the situation ended.

CANVAS
 METACOGNITION
Now I can …

01 Report what people said and asked.

02 Organize my ideas effectively when reporting a situation.

 REFERENCES

Stephenson, H. (2019). Keynote. Upper intermediate. Student’s

book. Third Edition. National Geographic Learning.
Mexico.

Stephenson, H. (2019). Keynote. Upper intermediate. Teacher’s book.

Third Edition. National Geographic Learning.
Mexico.
THANK YOU.
GRACIAS
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