LESSON 3 –MAKING THE

CONVERSATION GOING WITH

LONG-TURN AND QUESTION
ANALYSIS FOCUS
Call Center Communication 2 (IS ELEC 4)
Prepared by M.C. Eugenio
OBJECTIVES
• To answer client’s inquiries on connecting flights
• To use appropriate expressions to fill up dead air
• To produce /ey/ and /e/ sounds correctly
• To ask appropriate questions (yes/no) using the rising intonation pattern

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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 haven’t booked my ticket yet. Please give me
the connecting flights on that day. Then I’ll decide which airline to
take.
CSR: Ok, sir, do you want to hold or I’ll call you back in 5 minutes?

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PREPARE TO SPEAK A.
DIALOGUE
CLNT: I don’t mind waiting.
CSR: Thank you, sir. Let me pull up the information
from my computer. It’s September 22, right?
CLNT: Yes.
CSR: One minute more, sir. Are you still there?
CLNT: Uh-uh.
CSR: Here it is. Do you have your pen and paper?
CLNT: Yes.
CSR: Sir, here is your first option:

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PREPARE TO SPEAK
A. DIALOGUE

Wed, Sept 22 United Airlines 162

Depart: 9:34PM Chicago IL
Arrive: 11:59PM San Francisco, CA
2 Stops Change Airlines
Time Between flights
1 hr 6 min

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PREPARE TO SPEAK
A. DIALOGUE

Thu, Sept 23 China Airlines 3

Depart: 1:05AM San Francisco, CA
Arrive: 5:30AM Taipei, Taiwan
Change Planes
Time between flights:
2 hr 35 min

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PREPARE TO SPEAK
A. DIALOGUE

Fri, Sept 24 China Airlines 631

Depart: 8:05AM Taipei, Taiwan, Manila
Arrive: 10:04AM Philippines

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PREPARE TO SPEAK A.
DIALOGUE
CLNT: Got it! Thank you.

CSR: Anything else I can help you with?

CLNT: Nothing else. Thank you and good

bye.

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 B. PRONUNCIATION
Directions: go over the text again. List down some
of the words that represents the / ey/ and /e/
sounds in the text. Then classify them according to
the following:

/ey / sound /e/ sound

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C. PRACTICE
PRONOUNCING THE FF:

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11
 D. PRONUNCIATION
EXERCISES
1.What time are we leaving the
airport?
2.Do they say elevator or lift?
3.I’d like to rent a Mercedes for one
week.
4.What does the package include?

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5.We’ll see to it that your
transportation is provided.
D. PRONUNCIATION
EXERCISES
6.Our regular rate for this season ranges
from $300 - %700.
7.Your integrity 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?
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10.Our desk officer will be around to assist
you.

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E. INTONATION PATTERNS
EXERCISE
Direction: Read aloud the following
sentences below using the RISING
intonation pattern.

Example: Can I make it on the 9:30AM flight?

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E. INTONATION PATTERNS
EXERCISE
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. I’ve cancelled my flight to Houston. Can I get a
refund for my ticket?

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E. INTONATION PATTERNS
EXERCISE
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?

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COMMUNICATIVE
FUNCTIONS
A.exercise: Practice reading the dialogue in
‘Prepare to Speak with a partner. Pay
attention to the common expression used to
fill up dead air and make clarifications or
follow up.
B.Strategy: Fill up the ‘dead air’ by making
clarifications/follow up

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 COMMUNICATIVE
FUNCTIONS
• 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?

It’s _____________, right?

“Do you have your pen and paper?”
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“Anything else I can help you with?”
 COMMUNICATIVE
FUNCTIONS
C. More practice: Can you add more to
the list?

Filling up dead air Making

clarification/Follow up

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 COMMUNICATIVE
FUNCTIONS
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 Possible Meaning

dialogue
 COMMUNICATIVE
Book
Layover
FUNCTIONS
Exercise 2: Complete the dialogue below with the appropriate
Standby vocabulary and idiomatic expressions from the box.

Hold on
A: ABC Travel. This is Shane. May I help you?
Waitlisted B: Hi. This is Mark Sanders. I’d like to know if there’s a
Connecting flight Connecting flight from San Francisco to Miami, Florida. I
intend to fly PanAm on July 4.
Take note A: Hold on a minute. I’ll check with the airline. There is, sir,
No big deal but you’ll have a 12- hour in Texas.
To fly B: Can you Book me a ticket?
A: Yes, sir. Economy or Business? B: Economy.

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COMMUNICATIVE
FUNCTIONS
A: Are you willing to travel Layover if I can’t get you a
confirmed seat?
B: No big deal.
A: Okay then. I’ll book you a flight now. Anything else, sir?
B: Uh-uh. How do I know if I am Waitlisted?
A: I’ll 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: I’ll Take note of that.
A: Okay. Anything else I can help you with? B: Nothing
more. Thanks. A: Don’t mention it. Thank you for calling
ABC Travel. Bye.

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GRAMMAR YES/NO
QUESTIONS
Rule 1: Whenever a linking verb is used in a verb phrase, it
is always come with a progressive form of the main verb.

• Is she getting the bills today? Is + getting

• Are you doing the report now? Are + doing

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GRAMMAR YES/NO
QUESTIONS
Rule 2: Whenever the helping verb do, does, or did is used
in a verb phrase, it always comes with the main form of the
verb.

• Did you go to Arkansas last year? Did + go

• Does she eat pasta? Does + eat
• Do you know how to get there? Do + know

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GRAMMAR YES/NO
QUESTIONS
Rule 3: Whenever the helping verbs has, have, or had is
used it always comes with the past participle form of the
verb.

• Has your family lived here long enough? Has + lived

• Have you been to Manchester Homes? Have + been
• Had all the visitors gone when we left? Had + gone

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THANK YOU