Toaz - Info Call Center Training Module PR

2010 13 Sessions
Miranda & Associates

Skills Training Mgt.
Miranda & Associates
Customer
Service Representative
Training Module
ACCENT, CONVERSATION, GRAMMAR

This module is designed to train students of “100 Hour Call Center Finishing Course.” It is complete
with specific task for the day with objectives on it. Along the way they are given ample time to
prepare to speak based on a situation in dealing with customers. Their grammar and accent is checked
as well as their customer service transaction skills. These are applied using an assessment tools to
determine the progress of the skills.
Customer Service
Representative
Training Module
(For classroom training purposes only. Not for Sale.)
2 Miranda and Associates Language Management Services btltsmdpsbfttmsbcpf10t

DAILY TRAINING REQUIRED ELEMENTS
TASK FOR
THE DAY
THE
OBJECTIVES
PREPARE
TO SPEAK
LEARNING
GRAMMAR
FUNCTIONS
APPLY THE
SKILLS
ASSESSMENT

Session 1
1. Scope:
Students at this point will be able to learn the American accent rules but will heavily focus on
‘T’ and Th’ sound. Throughout the course of Session 1, the teacher will be highly sensitive
to the application of these sounds. On other areas, students will learn the proper way of
introducing others as well as be able to correctly use verbs. In addition, it is but proper that
they learn how to appropriately use expressions in conversation where they are expected to
last for 15 minutes using three different stages, namely: warm up, long turn, and cross
examination. At this stage, students will be able to learn how to quickly analyze a sentence
and answer it according to its nature. They will learn how to predict, create opinion, judge or
combine these elements and come up as a good conversationalist.
2. Strategies and approaches for this session:

2.1 Discussion
2.2 Audio-visual for listening and speaking
2.3 Dyad, Triad, group
2.4 Simulation
2.5. Assessment
2.6 Memorization
2.7 Research/Take-home task
2.8 Demonstration/Reporting
2. Tasks:
1.1 Speak using correct ‘T’ and ‘Th’ sounds
1. 2 Introduce others correctly
1.3 Use correct verb-timeline
1.4 Use formal and informal expressions
1.5 Speak using warm-up, long-turn, and cross examination with sentence analysis
1.6 Role-play using a conversation
1.7 Speak well using correct accent rules

3. OBJECTIVES:
2.1 To introduce oneself and others using formal or informal expressions
2.2 To carry on a conversation from beginning to end using appropriate expressions
2.3 To introduce the correct ‘T’ and ‘Th’ sounds
4. PREPARE TO SPEAK
3.1 Accent: The ‘Th’
(Play CD cf. CD#6)
Target: The ‘Th’

Title: The Thessalonians
The Thessalonians believers thank the Lord for
thousands of people thriving in their amphitheatre
every Thursday at three. This must be due to
thematic theme about theism and hypothetical theory
of God’s theocratical throne which was made through
thunderous preaching which thrilled the throng
especially Thomas and Thutmose of Thurgau. For
three months every Thursday, through persistent
thrusting of effort and thundering voice, the
Thessalonians believers of Thurgau thought of the
unthinkable by even throwing themselves on the
floor of ice thaw.
A. J. Morillo
B.
C. 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?
-
D. Dialogue: Introducing oneself/someone
Here pay attention to the speaker’s natural way of communicating with each other
JIM: Excuse me, is anybody sitting here?

SHIELA: I don’t think so. Have a seat.
JIM: Thank you. By the way, I’m Jim. I’m a CSR and I belong to
Canadian Immigration Consultancy.
SHIELA: I’m Sheila from ProdataNet account. Pleased to meet you.
JIM: Pleased to meet you, too.
SHIELA: Oh, that’s my friend. Lucy over here!
LUCY: Hi Sheila. How are you?
SHIELA: I’m fine. Thank you, and you?
LUCY: I’m fin too.
SHIELA: Why don’t you sit here and meet a new friend. Lucy, this is Jim.
We all have different accounts because I represent CANU Intl
English Language for its IELTS. I just hope we’ll all be in the same
unit.
JIM & LUCY: Let’s keep our fingers crossed.
SHIELA: Umm, the trainer is here. We better keep quiet now.
LEARNING GRAMMAR FUNCTIONS

a. Time-line of verbs
Students are confused on how to use their verbs. This illustration

will help you in an instant the timeline of your verb. The next time
you use your verb make sure you know what ‘time’ you are talking
about.
Time Line:
before past past now future
…the ‘has and have’ verbs
encompasses from past to now.

…the ‘had’ verb encompasses …all present regular or irregular
from before past to past. will…
verb refer to ‘now’ in the timeline
Example: The student attends to his subject.
VERB FORM PAST NOW FUTURE
Simple attended attends will attend
Continuous/ was attending is attending will be

attending
Progressive
Perfect dad attended has attended will have

attended
Perfect had been has been will have been

continuous/ attending attending attending
Progressive
Sentence:
Below are verbs for you. Translate the following verbs using the table above:
1. ate 2. sing 3. gave 4. swim 5. write 6. participate
7. report 8. speak 9. come 10. go 11. say 12. tell
Analysis: Recall your own dialogue in the introductions and the sample dialogue above. Identify
familiar expressions you used and the ones used in this text. When are the expressions used?
How are they used?
Expressions Used Function/s

Now look at the following expressions
Introducing of oneself
A. FORMAL
- Allow me to introduce myself. My name’s___________________________________
- I’m… (+ information)
- May I introduce myself? My name’s _______________________________________

- I’m…(+ information)
B. INFORMAL
- Hello. I’m ____________________________________________________________
- Hello. My name’s ______________________________________________________
Note: When introducing yourself to someone, you often need to give not only your name, but
also other relevant details about yourself or the situation you presently are having. The same is
true when introducing someone to others.
Introducing others
EXPRESSIONS ADDITIONAL INFORMATION

A. Formal …a colleague of mine.
Hi. I’d like you to meet …. …our sales manager.
Good morning. May I introduce… …my old time friend.
I’d like to introduce…
EXPRESSIONS ADDITIONAL INFORMATION

B. Informal
Can I introduce… …he’s here for the week.
This is… …my counterpart.
I want you to meet… …from the IMI division.
GREETING POSSIBLE REPLY TO THE GREETING

A. Formal
How do you do? How do you do? I’m fine/I’m doing well.
How do you do? I’m very pleased/delighted to meet you.

B. Informal
Hello. Nice to meet you It’s very nice to meet you, too.
Hi. Good to meet you.
It’s 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, it’s usual to
shake hands. This is when the greeting ‘How do you do?” is appropriate, but it is only used for
the first time.
Other rules in introducing others
Younger to older – introduce the younger person to older person.

Example: Father, this is my friend, Annie. Annie, this is my father.
Male to female – introduce man to woman or boy to a girl.

Example: Ella, meet my friend, John.
Lower rank to superior

Example: Sir Miranda, this is our new student, Mitch.
Any order – same rank, gender, age. When you introduce people of the same rank, gender, or
age, it doesn’t matter whose name comes first.
Pre-closing the conversation
A. FORMAL
Thanks for your time. No problem.

Thanks a lot for the information. Welcome. It’s been nice talking to you.
I really should be leaving. Sure. No problem. I have to get going too.
I have to go. It’s alright. Take care.

Would you excuse me please? Sure. Don’t worry about it.
I’d better not to take up any more of your time. Let me know how things work out.
Keep me posted.
B. INFORMAL

Got 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 Response

A. Formal
Talk to you later You’re welcome.
Thank you for your time. My pleasure.
B. Informal
See you later. Bye.
Until next time… Ok. Bye
Practice: Prepare a role play based on the following situations.
You want to introduce:
 Your new acquaintance to your boss
 A male friend to a female friend
For Accent Theory: Get your Training Kit for accent and try to know the rules for
American/British accent
For Accent Practice: Get your Training Kit for accent and try to apply the rules for
American/British accent
APPLY THE RULES IN YOUR SKILLS

A. 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. I’m Anne. I’m the new secretary.

B: Pleased to meet you, Anne. I’m Jerry and work as a clerk at the Accounting Office.
A: Small world. I’ll work for Mr. Davis. He’s the Chief Accountant, right? By the way,
how long have you been working here?
B: Not long enough. I’ve been here for a month. So just like you. I’m also a newcomer.
A: But not as a neophyte as I am. Oh, I think your workstation is next to mine. I’m
glad you sit next to my place so you’re within reach if I have some questions.
B: Yeah. Feel free to ask me anytime.
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. I’ll reserve a
seat for you and maybe you can meet my friends.
A: Really? That sounds great. See you later.
Role-play presentation
Given the situation above, create your own situation in introducing and greetings that are
applicable and relevant to gatherings or interactions in your unit.
Warm up: 5 Minutes
- Introduce yourself
- Ask the name
- Present work or studies or both
- place of residence, its people, traffic condition, changes
- Family

- Hobbies such as going to malls, cooking, favourite sports
- Plan for the next 2 and five years
Long turn: 5 Minutes
Some people believe that allowing a partner to work abroad will be more disadvantageous rather
than advantageous.
Discuss both the advantages and disadvantages of allowing a partner to go abroad.
Include any relevant examples, personal experience, or knowledge about the topic.
You will have to discuss this in 3 minutes without interruption.
Making opinion: 5 minutes
Why do people work hard?

What is the ideal life after retirement?
How is time being spent before?
How is time being spent today?
How do you think life will become in the future?
B. TEACHER’S FEEDBACK
CRITERIA:
 Naturalness
 Probability of the situation
 Correct use of vocabulary and expressions in context
 Correct production of vowel sounds
 Correct use of intonation patterns
 Correct use of grammar
 Employment of paralinguistic i.e., speed, pitch, body language, intonation, and
liaison

------------------------------------------------------------END OF DAY 1 -----------------------------------------
Day 2
Receiving and giving information with grammar
and long conversation focus
OBJECTIVES
1. To ask appropriate questions (Wh/H) to get desired information
2. To give appropriate answers to client’s questions on flights and affairs
3. To practice speaking using rising-falling information
4. To produce the /i/ and /iy/ sounds
-------------------------------------------------------------------------------------------------------------------------------
PREPARE TO SPEAK
A. Dialogue
Flights and airfare
Agent: This is International Jobs Recruitment Agency (IJobs), good morning. This is
Mitch. How may I help you?
Client: Yeah. This is Stuart Daly. I’m planning to go to New York next week. What
are the available flights? And what’s the airfare at the moment?

Agent: Well sir, that depends. D’you want to fly first or economy class?
Client: Economy class.
Agent: When d’you 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 don’t mind waiting for a couple of minutes.
Client: Not at all.
Agent: Thank you. I’m almost done. Here let me read the available airline flights and
fares:
Time Multiple Carrier United Airlines US Airways

Nonstop 7:30 $123 $233 $245
1 Stop 10:00am $148 $248 $347
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: That’s all. Thank you.
Agent: You’re 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/ Sound
C. 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 We’ll
Sit seek
D. Pronunciation exercises
1. It’s something I’d rather not eat.
2. Would you like to sit in seat number 3?
3. I still don’t understand why they had to steal my tickets
4. Can you at least provide me with a list of choices?
5. We’ll 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 we’re going to hit the road tomorrow s=despite the heat.
8. No, please. Don’t give me my brochure. I’d rather get rid of those things.
9. We’re finally leaving next week to live in Long Beach.
10. How do you reach me for the tickets? You see, I’m 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. It’s 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. He’s a chance passenger.
10. I’ve earned enough mileage for a free trip to Boracay.
BASIC INTONATION PATTERNS USING THREE AND FOUR WORDS
THREE-WORD PATTERN FOUR-WORD PATTERN
The 1st and last words or The first three words are mentioned
‘AC’are emphasised while the monotonously but the last word or ‘D’ is
middle word stays in normal emphasised by moving up the pitch a

pitch. little higher.
A C D
Example: He B hired. Example: A B C hired.
was He was just
Ergon: Below are simple Ergon: Below are simple sentences. Read
sentences. Read them by using them using the above principles.
the above principle.
Repeat after me (practice): Repeat after me (practice):
1. He works well. 1. He’s cleaning the cabins.
2. Services are carried. 2. Services are carried out.
3. Sea-travel is safe. 3. Sea-travel is safely managed.
4. They prefer skills. 4. They prefer skilled workers.
5. He speaks English. 5. He speaks English well.
6. They have rules. 6. Housekeeping rules are posted.
7. Skills are required. 7. Qualifications are
8. He’s working well. important too.
9. Sea-travel is great. 8. He’s working well always.
10. Shipments were removed. 9. Sea-travel is amazing experience.
11. Services are ensured. 10. Shipments were removed yesterday.
12. It cruises slowly. 11. He ensures excellent services.
13. Staffs are great. 12. The ship was cruising.
14. They were appreciated. 13. Staffs are helping us.
15. They thank them. 14. They were appreciated honestly.
15. They thank them

wholeheartedly.
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: Acquaintance’s family name

QUESTION: _________________________________________________________
INFORMATION: Customer’s date of birth?

QUESTION: _________________________________________________________

INFORMATION: Company’s anniversary
QUESTION: _________________________________________________________
INFORMATION: Car rental fee

QUESTION: _________________________________________________________
INFORMATION: availability of flight

QUESTION: _________________________________________________________
INFORMATION: Office location

QUESTION: _________________________________________________________
INFORMATION: Way to the airport

QUESTION: _________________________________________________________
INFORMATION: Client’s 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 day’s 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. Teacher’s feedback:
 Spontaneity

 Correct use of intonation pattern
 Accuracy in the use of question words
 Good idioms
--------------------------------------------------End of Day 2------------------------------------------
Day 3
Making the conversation going with long-
turn and question analysis focus
OBJECTIVES
1. To answer client’s 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 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?
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:
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
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 Penny
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. I’d like to rent a Mercedes for one week.
4. What does the package include?
5. We’ll 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. I’ve 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.
B. Strategy: Fill up the ‘dead air’ by making clarifications/follow up

 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?”
“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 note

Layover waitlisted No big deal
standby Connecting flight To fly
A: ABC Travel. This is Shane. May I help you?

B: Hi. This is Mark Sanders. I’d like to know if there’s a _____________ from San
Francisco to Miami, Florida. I intend _____________ PanAm on July 4.
A: Hold on a minute. I’ll check with the airline. There is, sir, but you’ll have a 12-
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 can’t get you a confirmed seat?
B: ______________.
A: Okay then. I’ll book you a flight now. Anything else, sir?
B: Uh-uh. How do I know if I am _____________________?
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 __________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.

GRAMMAR
Yes/No Questions
Rule 1: Whenever a linking verb is used in a verb phrase, it is always comes with a progressive
form of the main verb.
 Is she getting the bills today? Is + getting

 Are you doing the report now? Are + doing
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
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
Drills: Study the following sentences. What kind of questions are asked based on the following
given answers? Write the possible questions.
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 don’t give a 20% discount anymore.
QUESTION: ____________________________________________________________
ANSWER: It’s got to be in my files.

QUESTION: ____________________________________________________________
ANSWER: I went on a cruise alone.
QUESTION: ____________________________________________________________
ANSWER: The client wanted a refund.
QUESTION: ____________________________________________________________
ANSWER: I didn’t 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. He’s 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 know
the flights that will delay his trip for two hours only. Help him change his
booking.
ASSESSMENT
Criteria:
 Spontaneity
 Accuracy in the use of yes-no questions
----------------------------------------------------------------End of Day3---------------------------------------

Day 4
Offering product line with long conversation focus
OBJECTIVES
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: CIC Travel, this is _________, do you mind holding for a minute? I’ll be with you
right away.
B: No. But don’t be long. I don’t 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: I’m really sorry, sir. What can I do for you?
B: I’d like to inquire about vacation packages, 5 nights in Orlando. I’d like a package
that includes airfare and hotel accommodations.
A: Orlando? Well, we can certainly arrange a wonderful holiday for you, sir,
especially if you’re booking early. Will it be for one person on more?
B: It’s for 4 actually. My wife, me, and 2 children, 8 and 10 years old.
A: So you’d like a double room or two single rooms?
B: Just a double room.
A: Could I get your name and email address, sir?
B: Hang on just a minute. You also provide car rentals don’t 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, there’s also 10%
surcharge for taxes and fees.
B: I’ll take a mini-van.
A: How long do you intend to use the car?
B: Three days. So how much is the vacation package again?
A: %168/ person, but there’s a discount of 20% for the children.
B: Roughly, how much would it cost?
A: About #714.80, sir.
B: That’s rather expensive isn’t it? Let me think about that. I’ll 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: I’ll take note of theat.
A: Could I have your name and phone number, please?
B: It’s Mr. Robertson, 882-1130.
A: Thank you, sir. You don’t 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 Zone
D. Pronunciation Drills
1. Do I get a bonus point on my mileage?
2. Is that product produced locally?
3. Don’t 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 don’t 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 traveler’s 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 FUNCTION
A. 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
USE THE FOLLOWING EXPRESSIONS TO APOLOGIZE:
“Sorry to have kept you waiting.”

“I’m really sorry, sir/ma’am.”
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 something

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
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 I’ve been looking for
A: I feel so tired and bored. It seems I’ve been working on this account _____________.
B: you must be feeling _____________. You’ve been doing the same thing all your life,
haven’t you? You have the signs.
A: what signs?
B: what you are going through right now. You’re tired and bored, and probably feeling
__________. Those are the signs. Why don’t you take time out of your work and to
say, the Caribbean?
A: Hmmmnn that sounds like fun doesn’t it?
B: if you want to spend a few days in the Caribbean, you can access this website:
www.explorecarribean.com and book a _______________.
A: that’s exactly ___________________.
B: Hey, remember, while you’re on the vacation. I’ll _____________. So you forget your
work and just enjoy yourself. And ___________, you’re _________________________.
A: you’re sweet.
B: it’s okay. Now, _____________ with your plan.
A: I’m 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, isn’t she?”
Note: We generally use a positive tag question after a negative sentence:

“Mary isn’t a call center agent, is she?”

Tag Question means mean either of these two:
1st : you are not really asking s question; you’re only inviting the listener to agree with
you. In this instance, you have to project the voice by going down.
“Vincent doesn’t 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 haven’t met any rude clients today, have you?
B. Exercises: Complete the following sentences by putting the appropriate questions tag.
1. You’re not in a hurry, ________________?

2. Our manager speaks German, ________________?
3. The customer doesn’t need to get this information, ______________?
4. He’s not interested, __________________?
5. Be more cautious, ________________?
6. She hasn’t come back, _____________________?
7. The Director is still out, ___________________?
8. You didn’t book my flight, _______________?
9. You wouldn’t mind telling, ________________?
10. There are more customers now, ________________?
APPLY THE SKILLS

A. Simulation
1. You work for Canadian Immigration Consultancy. 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. He’s like the
best accommodation for him and his wife. The deal includes hotel
accommodation, food, and transportation services.

ASSESSMENT
Criteria:
 Spontaneity
 Accuracy in the use of tag questions
---------------------------------------------------------------End of Day 4----------------------------------------------
Day 5
Offering product line and making the conversation
going
OBJECTIVES
1. To meet clients’ needs with utmost care for customer satisfaction
2. To produce the /ae) and /a/ sounds correctly
3. To practice speaking using the different intonation patterns

4. To ask different kinds of questions to sound more natural in speaking
English
-------------------------------------------------------------------------------------------------------------------------------
PREPARE TO SPEAK
A. Dialogue
CSR: Canadian Immigration Consultancy Links. Good afternoon. This is _________.
Can I help you?
CLNT: This is __________. I have a problem. I’m arriving in Houston at 8:00AM
tomorrow and I’m 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 o’clock. 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. I’ll call Solomon Car Rentals and see if
there’s 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: That’s fair enough, isn’t it?
CSR: Oh, most certainly, sir. We offer the best details in car rentals.
CLNT: All right. I’ll take your word for it. I’ll 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
driver’s name is Nestor Miranda and you’ll be taking a whitr Camry with plate
number Y41-TSD. You have to be at the museum before 9 o’clock. Did you get
the details, sir?
CLNT: Perfect!
CSR: Anything else I can help you with?
CLNT: Nothing more. You’re 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 don’t 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. I’ll have my secretary fax the document to you, sir.
7. Where’s the shortest way to Philippine Package?
8. How many reward points do I get for this flight?
9. There’s 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, don’t you?
“I’ll get the tickets for you.”
“Is this the way to Exit B?”

Do we have to fill out the Departure Form now?
“Is it the blue one or the white one?”

“Which seat do you prefer – aisle or window?”

Note:
 The 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.
 The second pair of sentence is an example of falling intonation pattern.
Questions of this kind are answerable by yes or no.
 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. Haven’t we met before?
____ 3. Let’s 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 didn’t 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?
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?”
“That’s fair enough, isn’t 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:
“You’re such a big help.”
“Thank you very much.”
“My pleasure, sir/ma’am.”
C. More Practice: Can you do the list? Can you add more to letter ‘B’ above?
Making confirmations Expressing gratitude

text and explain in your own words their meaning.
Idioms used in ‘Prepare to Speak’ Possible meaning
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. I’m afraid there’s been a ____________ and I’d 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 wasn’t fair. I deserve my money
back, don’t 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. I’ve been renting cars
from your company ______________, and this is no way to treat a
____________ customer.
A: Indeed, I’m very sorry about that, Mr. Jackson. You’re right; the agent should’ve
informed you. The discount no longer covered cars used the following day.
B: That must’ve ____________ his mind.
A: I see no reason why you should ______________ this mistake. Please send me
the bill and your receipt of payment, and I’ll see to it that you get your
___________.
B: that’s very considerate of you, Patrick. Thanks.
A: Don’t mention it. Customer satisfaction is our main concern. By the way, in case
you’re interested, we have mileage discounts for middle-sized and luxury cars
_______ next week.
B: I’ll 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: it’s your first day on a call center work and you already encounter an irate
client. The client does not have most of the information you have to get from him/her in
order to process the request. What kind of questions are you going to ask to get the
information?
Situation 2: you are on the last day of your training sessions. The trainer encourages all
participants to ask questions for clarification or further explanation. What kind of
questions are you likely to ask to make sure you are prepared for your job after the
training?
APPLY THE SKILLS

A. Situation
1. A client calls to enquire about car rentals. On ordinary days, your cars cost $20, $30,
$40 for small, medium, and large sizes, respectively. The prices are inclusive of per
day insurance, tax, and mileage, except for gas. You also do inclusive weekend
arrangements at $29, $39, $49.
2. A client on holiday in Las Vegas calls to hire a car. He’s 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. There’s 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?
Discuss in 5 minutes your plan for your personal development and its effect to yourself, company,
family, and community/clients. Copy this and submit the result of your assessment to the teacher:
SPEAKING ASSESSMENT FORM

Day 3:

The cruise staff department & Reservations
Name of Speaker: ______________________________________________

Name of Assessor: _____________________________________________
Topic: ________________________________________________________
Date: _________________________________________________________
How do you Grade:

rate yourself? NI, Good, Very Good,
Excellent
 Your accent
 Your paralinguistic standard – eyes,

arm movement, head-sway, pacing.
 Your sentences?
Member’s/partner’s Write your short

impression impression
 Does the speaker stutter/falter?
 Does the speed vary?
 How’s the speaker’s accent? Is it

rising and falling?
 Does the speaker able to finish a

sentence naturally?
B. Teacher feedback
Criteria:
 Spontaneity

 Accuracy in the use of the different kinds of questions
--------------------------------------------------end of Day 5 --------------------------------------------------
Day 6
Conversation warm-up, long-turn, judgment, and
opinion making with grammar focus
OBJECTIVES
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 SPEAK
Dialogue
A: Hi, _________! I heard you’re leaving for the US.

B: Yeah. How’d you know about it?
A: Of course, from the grapevine!
B: It’s still hush-hush until the formal announcement.
A: C’mon tell me. My lips are sealed. Trust me.
B: My Unit Head recommended me for further training at the Head Office in Florida., and
I’m going to be away for three months.
A: Lucky for you! What will you be training for?
B: Public Relations.
A: Oh my, isn’t that wonderful?! Congratulations!
B: thanks. I’m quite thrilled, though I can hardly believe that among the short listed, I was
chosen.
A: You’re the person for the job and the Board knew that.
B: That’s 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 it’s 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 0’clock this afternoon.
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 can’t help getting upset now.
2. In New York are we allowed to wear that kind of attire in the office?
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. I’ve 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 can’t imagine the horror that trip to Long Island brought us!
10. In the East, it’s 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 manifestation
‘ “ ‘
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. It’s the company’s 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.
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
It’s still hush-hush until…
My lips are sealed.
Lucky for you!
Isn’t that wonderful?
I’m quit thrilled.
That’s 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
Idioms used in the dialogue Possible meaning
Fill me in Dead air Edgy
Keep me on my toes No doubt about that Moment of silence
Acting up Get back
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: didn’t 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: that’s 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 didn’t 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.
RULE 2: Titles of books, movies, etc., always requires a singular verb
Example:
Gulliver’s 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?
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

Discuss in 5 minutes your plan for your personal development and its effect to yourself, company,
family, and community/clients.
Copy this and submit the result of your assessment to the teacher:
SPEAKING ASSESSMENT FORM

Day 3:
The cruise staff department & Reservations
Name of Speaker: ______________________________________________

Name of Assessor: _____________________________________________
Topic: ________________________________________________________
Date: _________________________________________________________

How do you Grade:
rate yourself? NI, Good, Very Good,
Excellent
 Your accent
 Your paralinguistic standard – eyes,

arm movement, head-sway, pacing.
 Your sentences?
Member’s/partner’s Write your short

impression impression
 Does the speaker stutter/falter?
 Does the speed vary?
 How’s the speaker’s accent? Is it

rising and falling?
 Does the speaker able to finish a

sentence naturally?
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 partner’s strengths and weaknesses according to the criteria set.
Afterwards, the groups will shift roles.

Criteria:
 Spontaneity probability of the situation

 Accuracy in making the subject agree with its verb
Day 7
Making suggestions with accent focus
OBJECTIVES
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. International Jobs 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, um…I haven’t done anything yet. I was about to phone you, in fact.
A: that’s a coincidence. Let’s see now. You were inquiring about 5 nights in Orlando
and car rentals, weren’t you?
B: Yes. Nut I had to think about it because it was bit over my budget.
A: That’s why I called, sir. IMI Travel has come up with special last minute packages.
Why don’t you consider our offer? I’m sure you’ll find one that’s 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, I’d recommend package A. all it requires is that you book
for 2 weeks in advance. It’s very easy to pay because we accept credit cards.
Would this be fine with you?
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
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 City? I think it’s 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. Isn’t it rude to bring our own cooked food to the party?
10. I can’t leave tomorrow night because of my hurt foot; so I will have to rebook my
flight.
E. Word Stress
Rules
These are some of the generalizations about stress in certain groups of words:
1. Most words with two syllables are stressed on the first syllable.
airline Client duty Penny
baggage details eastern Prepaid
Booking dollars later transfer
business double local western
2. Intensive-reflexive pronouns are stressed on the word self or selves

yourself herself ourselves
myself himself themselves

3. Numbers in –teen receive the stress on the word –teen to distinguish it clearly from
numbers in –ty.
Seventeen-seventy Eighteen-eighty
Fifteen-fifty Thirteen-thirty
4. Words ending in –ical, -ion, -sion, -ic and –ity always have their primary stress on the
syllable before the ending.
Cancellation Confirmation
economic Equality
exclusivity Historic
Regularity satisfaction
5. Generally, when a suffix is added to a word, the new form retains the stress on the
same syllable as the original.
Dutiful Guidance
Trainable Doable
happiness assignment
6. Words which show a shift in use as either a verb or noun differ in stress.
NOUN VEERB NOUN VERB
object object Subject Subject
present present conduct Conduct
permit permit contrast Contrast
record record address Address
progress progress rebel rebel
Generally, this rule also applies in two-word verbs.
NOUN VERB
Make up Make up
Pick up Pick up
Put on Put on
Turn over Turn over
F. Exercise in Word Stress

1. The injured were brought immediately to the hospital.
2. Our records show that more than 70% of our clients are satisfied with our services.
3. Talented people are sometimes misunderstood as smart-alecky.
4. Do you think that our projections for the coming year are attainable?
5. He expressed his condolences to the bereaved family.
6. We will reap a fruitful year if things go as expected.

7. There should be a close coordination between the management and the personnel
department.
8. The committee on external affairs met to discuss new policy changes.
9. Such an admirable trait will never go unnoticed.
10. There’s a sharp contrast between a proactive and reactive manager.
to the common expressions used to make a follow-up and give suggestions.
B. Techniques
 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…
That’s why I called, sir.
 Use the following expressions to give suggestions:
Why don’t 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?
Making a Follow up Giving suggestions

Idioms used in the dialogue Possible meaning

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 me…I’d like to know …uhmm…what topics
make for a good small talk?
B: That’s 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 client’s response.
B: Listen to the tone of his voice. If he sounds lukewarm or unfriendly even if he
answers your question, he’s 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 you’re retrieving the information he needs, but it’s
taking a longer time. Ask if you could just call him back. If he agrees, get his
phone number. If he says he’ll wait, ask for 2-3 minutes. Don’t keep quiet
though. Say something like you’re doing your best to be quick but the system is
really slow, but assure him you’ll soon get there.
A: Okay, thanks for that. Let me ________________ client response. If the client
sounds enthusiastic, does that mean he’s 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.
GRAMMAR
SUBJECT-VERB AGREEMENT (Part 2: Rules 7-10)

RULE 7: “Neither…nor, neither…or” 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 yesterday’s
problem.
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
week’s 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

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 he’ll 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.
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 partner’s strengths
and weakness according to the criteria set. Afterwards, the groups will shift roles.
Criteria:
----------------------------------------------End of Day 7 ---------------------------------------------------------------
Day 8
Giving assistance and instructions
OBJECTIVES
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

-------------------------------------------------------------------------------------------------------------------------

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, Ma’am?
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, Ma’am. The fastest way to get there is through the Express Train on
NorthEast Line.
CLNT: where do I take that?
CSR: you’ve got to exit through Gate A and walk about 20 meters to the waiting
lounge. There you’ll 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: It’ll only take you 15-20 minutes.
CLNT: Uh-uh. I’ll take that. You’re a big help. Thanks.
CSR: My pleasure, Ma’am. Hope you enjoy your trip.
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
/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
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 couldn’t 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 don’t forget to put your feet under your shoes.
9. I’d 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, aren’t 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? What’s wrong with quitting?
A: Only cowards are quitters.
B: Only fools don’t change their minds.
A: You’re a fool, aren’t you?
B: You’re a coward, quitter!
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:
 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…”
“It’ll take about…minutes.”
 Use the following expressions to give instructions:

“You’ve to exit through…”
“Walk about _________________ meters…”
“Look for…”
Responding to a customer asking for Giving instructions

assistance
Exercise 1: go over the dialogue box again. Can you identify some of the idiomatic
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, I’m okay. Talking of mental telepathy, I was
wishing I’d ____________ 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: it’s all right. I’m relieved I didn’t 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 wouldn’t have made it without your help.

A: What would you like to order?
B: No, order what you want. It’s ____________.
A: There are still some things I’d like to discuss with you – some realizations while I
was taking calls.
B: I’m __________. 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 ____________? You’re marvelous!
A: If the client didn’t respond to my question, I didn’t take it personally, so I didn’t

feel bad. I just ____________ my shoulders and ___________. I was friendly, and
accommodating.
B: I bet the next time you go on board, you’re a veteran.
A: Not really, but more confident.
B: Give me five.
GRAMMAR
SUBJECT-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 when
the 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 a
singular 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, but
they take the plural form when the pair is absent regardless of whether one pair or more is
being 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 it’s terrible! I think the information (has, have) been tampered with.
3. A: How much (is, are) a pair of Gucci sunglasses nowadays.

B: It’s rather expensive now. Why (doesn’t, don’t) 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.
5. A: Why (is, are) the audience complaining?

B: Well, the whole team (hasn’t, haven’t) 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.

observe. Then after the performance, the observers will critique the partner’s strengths
and weaknesses according to the criteria set. Afterwards, the groups will shift roles.
Criteria:
----------------------------------------------End of Day 8 ---------------------------------------------------------------
Day 9
Giving Assistance and handling queries with accent and
grammar focus
OBJECTIVES
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

-------------------------------------------------------------------------------------------------------------------------
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, I’m sorry, sir, but it’s 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 I’ll have to check with another airline then. Thanks for your
help anyway.
CSR: You’re 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.
/ b / Sounds / v / sound
/b/ / fv/
Ban Rove
Bane Vain
Beer Van
Best Veer
Bet Vest
Biking Vet
Boys Viking
robe voice

1. I bet your vet is better than mine.
2. Don’t 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 Boy’s 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.
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.

“Let’s take the package tour; it’s cheap.”
3. Complex sentence: Conditionals
“If you book now, you’ll 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. It’s more economical to hire a local than an expert.
10. I’ll book the room, but please hold it until 11 tonight.
A. Exercises: Practice reading the dialogue in Prepare to Speak with a partner. Pay
attention to the common expressions used to give assistance to client’s inquiries.
B. Techniques: use the following expressions to give assistance to client’s inquiries.
“Let me check that…”

“When are you leaving, sir?”
“Oh, I’m sorry, sir, but it’s not.”

Giving assistance to Client’s inquiries

Tricks of the table Put a premium on

Pretty occupied The ins and outs
Better said than done Wrap up
A: Excuse me, have we met before?

B: you look familiar
A: May I join you?
B: Sure, why not?
A: You seem __________. By the way, I’m Mike.
B: Pleased to meet you, Mike. I’m ____________.
A: Nice name for a pretty lady, huh?
B: Thank you. If you’ll excuse me, I want to finish my notes.
A: Notes? Oh, sorry. Go on with what you’re doing.
B: I’m learning the ________________.
A: Huh, what do you mean?
B: I just came out of a workshop on Customer Service.
A: Now I remember \, we met during the orientation. You’re from the Travel
Account.
B: You were saying a while ago, you were learning…

B: The tricks of the trade ________________ of being a Customer Service
Representative.
A: You know American clients __________ efficiency. Actually, I’m listing down
some important points to remember.
B: Good, I saw you. I need that, too.
A: OK, efficiency means giving your clients the accurate information they need at
the shortest possible time possible. It’s assuring that while they’re waiting, we’re
processing data. It’s not leaving a moment of idle silence. This is where SMALL
TALK of FILLERS come in. once the information is ready, we __________ our
SMALL TALK and FILLERS and lead the client to the information at hand.
B: Always ____________.
A: Yeah, that’s why we have to work on it.
GRAMMAR
Subject-Verb Agreement (Part 4: Rules 15-20)
RULE 15:
Fractions and percentages take the singular form when they modify a mass noun and the plural
form when they modify a plural noun; either the singular or the plural may be used when they
modify a collective noun.
Example: Mass – Fifty percent of the clients are satisfied with our services.
Plural- Two thirds of the clients are satisfied with our services.
Collective- Ninety percent of the population (is/are) Christians.
RULE 16:
Confusion with “majority” and “minority” – they have three related but slightly different
meanings
A. An abstract or generic meaning that refers to superiority of numbers, the reference

can be human/non-human, but the number is always singular.
Example: The great majority is in favor of the 30% percent discount.

B. A specific meaning where one or two or more sets has a numerical plurality
(majority) or numerical inferiority (minority), the examples make references to
political parties, and grammatically these are the collectives and can be either
singular or plural.
Example: The majority was/were determined to get a refund of its/their advance

payment
C. A specific meaning where most (majority) or less than half (minority) of an explicit
set of persons is being referred to, the S-V agreement is always plural.
Example: A majority of the agents are promoted every year.

The majority of Democrats are opposed to that additional official holiday.
RULE 17:
The use of “none, all, each, every”. “None” means “not one”, and when none refers to a mass
noun, the inflection is singular.
Example: None of the information is accurate.
But when “none” refers to a plural noun either singular or plural inflection may be used.
Example: None of the customers (like/likes) the agent.

None of those production managers (was/were) informed.
If the noun that “all” modifies is a mass noun. Subject, then S-V agreement is singular.
Example: All (of the water) in the Midland is still crystal blue.
If “all” modifies a countable plural subject noun, S-V agreement is plural.
Example: All (of the) customers are satisfied.
“Each” or “Every (one)” – when the quantified subject noun is singular, the S-V agreement is
always singular.
Example: Every participant was given a handbook.
Even with these examples
Example: Each of the examples was relevant.

Everyone of these athletes gets a reward from the President

RULE 18:
Proximity rule
Example: There is a manager and two team leaders in the conference room.
There are two team leaders and a manager in the conference room.
RULE 19:
Relative – clause antecedents
Example: Leah is one of the few employees who have been in the company for
more than ten years.
She is one of the best agents that have ever worked to this company.
I am one of the team leaders who manage a group of more than thirty
agents in this company.
RULE 20:
When a clause functions as a subject, the S-V agreement is singular regardless of any plural
noun phrases that occur as part of the subject clause or the verb phrase.
Example: That the agents clamor for a salary increase doesn’t surprise me.
What customers want is a more affordable package tour.
Exercise:
1. Only twenty five percent of the package (has, have) been paid.
2. Why (doesn’t don’t) the agents get the information from their Team
Leaders?
3. How much of the company population (is, are) coming?
4. Only a majority of agents (has/have) submitted their monthly report.
5. None of the news about the cancellation of flights (is, are) true.
6. I guess there (has, have) been a mistake in the memo I received yesterday.
7. At the computer station (is, are) the files the manager has been looking for.
8. Every customer in this company (is, are) our priority.
9. Roger is one of the trainers who (comes, come) really prepared.

10. What the company offers the clients (is, are) a 20% off on selected items.
APPLY THE SKILLS

A. Simulation: Prepare a 3-minute role-play on the following situations:
1. A client calls about direct flights from Honolulu to France. She wants to know what’s
available. Include air fare rates.
2. A client wants to know about direct flights from Los Angeles to Florida. She is also
asking about discounts.
3. A client is asking about the schedule of direct flights from Chicago to London. She is
asking if the ticket is refundable in case she books two weeks earlier then the
departure date.
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.
ASSESSMENT
----------------------------------------------End of Day 8 ------------------------------------------------------

Day 10
Giving Special Offers with accent and grammar focus
OBJECTIVES
1. To practice expressions in giving special offers and discounts
2. To produce / p / and / b / sounds
3. To review correct word stress, sentence stress, and intonation patterns
4. To review subject-verb agreement (SVA) rules

-------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK
A. Dialogue – Booking Cruise
CLNT: 1-800-672-7485
Agent: Canadian Immigration Services. Good morning. This is ______. How may I help
you?
CLNT: I’d like to book for a four-day cruise to the Caribbean.
Agent: Is it the Royal Caribbean or the Celebrity Cruise?
CLNT: Royal Caribbean.
Agent: That’s very timely for our discount offers.
CLNT: Could you tell me about that?
Agent: Yes, of course. If you book any Royal or Celebrity Cruise in the next two more
weeks, you’ll receive a free hotel vacation, which includes 3 days and 2 nights.
CLNT: Sounds good, huh? Book me then.
Agent: Ma’am, to qualify the package cruise, you have to get the $2000/cabin or greater
and should be paid in full with a Mastercard in the next three days.
CLNT: Uh-uh. Can that be for two? I want to take along my husband?
Agent: Definitely, ma’am.
CLNT: That’s settled.
Agent: Thank you for calling. Enjoy your cruise.
B. Pronunciation
Directions: Go over the text again. List down some of the words that represent the / p /
and / b / sounds in the text. Write your answers in the box.
/p/ /b/
C. Practice by saying the following words aloud

/p/ /b/
Pin Bin
Pad Bad
Tap Tab
Lapel Label
Repay Rebate
Pill Bill
Repel Rebel
Cup Cub
Lap Lab
Stop Stab

Top Tub
Pack Back
pest best
1. Let’s stop by the lab before going home today, shall we?
2. Our manager stays at the most expensive pad in the city.
3. My parents came back from Europe with a huge pack of chocolates.
4. How much was your bill for that cup of coffee?
5. The customer has requested to us to provide a bin for green tea.
6. My customer is the famous producer of the best pesticide in the country.
7. How much did the company pay for your rebate?
8. The grand opening for the tour of Big Ben is set on Friday.
9. The agents have to ask the customers to stop collecting too many stubs for free
meal.
10. The Team Leaders asked the agents to label the top of their desks for identification.
E. Review : Word Stress, Sentence Stress and Intonation
Mother: Are you calling in sick today?

Daughter: Yes.
Mother: Will you call your boss yourself, or I’ll do it for you?
Daughter: Thanks, Ma. But it’s better if I do it myself.
Mother: I think so, too. Better call now, and then stay in bed. An ounce of
prevention is better than a pound of cure.
Daughter: This is nothing serious. You don’t have to worry too much, mom.
Mother: Ok, just stay in bed.
A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay
attention to the common expressions used to offer a product or service to the client.

B. Technique: Use the following expressions to offer a product or service to the client:
“That’s very timely for…”
“If you book any…you’ll receive…”
“Ma’am, to qualify and get the package, you have to be…”
“This should be paid in/through…”

Expressions used to offer a product or service to the client

nosy Breathing space Too absorbed in

Get used to profitable Paths crossed again
sparingly Summing up Graveyard shift
A: Hey, Marionette! Our __________. Still busy?

B: Hi, Mike. Yeah, this is the last day of our workshop.
A: You can have some __________ now.
Only to some extent, because starting next week, I’ll be on the ____.
B: You’ll ______________ it, just as I did.
A: Yeah, you’re right.
B: What are writing? When I saw you, you were ________ whatever you’re doing.
A: I’m __________ the main points of the workshop.

B: And what is it this time?
A: You’re kind of __________, huh? Just kidding.
B: Not really, just interested.
A: Ways to avoid misunderstanding. First is to restart what the client said. Another
is to ask for a repetition if you didn’t catch what he meant. This should be done
_______ though because it might give the client the impression that you weren’t
attentive. Next is to ask for more information. Then, you can have a combination
of the first three. Lastly, check if the client has nothing else left to say.
B: You definitely remember well, huh? This has been _____________ day for me.
See you around.
A: Bye. Till next time.
GRAMMAR
Exercise 1: Subject-verb agreement (Review: Rules 1-20)
Check if you still remember the SVA rules. Read the dialogue below and encircle the
correct form of the verb in the sentence.
A: Canadian Immigration Services. Good morning. This is ___________. How may I

help you?
B: I am looking for a very affordable vacation package to Hawaii. Do you have
anything between $300-$500 right now?
A: There (1. is, are) three different packages at the moment, ma’am. Would you
like me to go over them for you?
B: Sure.
A: Our cheapest package is the $330 inclusive of airfare, economy, hotel
accommodations, 1 room, double occupancy, and breakfast. This package (2. is,
are) for 3 days and 2 nights.
B: That sounds good! But I’d like to hear the rest.

A: Ma’am, we also have a $400 package which is also for 3 days and 3 nights. This
(3. includes, include) airfare, economy, hotel accommodations, one room for
double occupancy, with breakfast, lunch and dinner.
B: Uh-huh. How about the last one?
A: The third one (4. costs, cost) $500 for 4 days and 3 nights, including airfare,
economy, hotel accommodations, single for double occupancy and
transportation services. Which one (5. Sounds, sound) reasonable for you?
B: Well, I find it tough to decide now. Do you have any suggestions?
A: Actually, majority of our customers (6. gets, get) the $500 package with
transportation services because in Hawaii, getting a transportation service (7. is,
are) rather expensive.
B: Is that so? Until when is this promo effective? I think I still have to talk to my
husband about it.
A: The packages (8. Is, are) only good until next week, and then I have to tell you
that this $500 package (9. has, have) only 3 more slots to go. So I really cannot
assure you that this will still be available when you call.
B: That’s ok. But I’m also in a tight budget now.
A: Ok, ma’am our company (10. is, are) always here to help you. Call us back
anytime. We’ll be happy to serve you again.
B: Thank you very much. I’ll definitely call back.
A: Thank you for calling Travel Links. Have a nice day. Bye.
APPLY THE SKILLS

1. A couple calls asking about a four-day cruise to the Bahamas in summer. Give
them three different rates from three shipping lines.
2. A man inquires about a Thanksgiving cruise in New Orleans. Give him discounted
rates.
3. A would-be-husband would like to book a two-week honeymoon cruise to the

Caribbean. He can afford to spend extravagantly so give him the best package
and discuss terms of payment by VISA/MasterCard.

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.
ASSESSMENT
 Spontaneity
----------------------------------------------End of Day 10 ----------------------------------------------------
Day 11
Giving Options/Verb Tenses
OBJECTIVES
1. To practice expressions in giving options
2. To produce the / k / and / g / consonant sounds
3. To improve one’s rhythm of speech through proper phrasing
4. To review the different forms and functions of verb tenses

-------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK
A. Dialogue
A: Thank you for calling CIC TRavel . This is Kenneth. May I help you?
B: I need a direct flight to Houston. What do you have available?
A: I’m checking to see what’s available…Okay, I found one on Cargo Air for $417,
direct flight.
B: No, way! That’s unreasonable. Give me some other options.
A: Okay, sir. I’ll check with other airlines. Would you mind holding?
B: Good. I don’t mind waiting.
A: There are three other flights from San Francisco to Houston. Please take note of
these flights and the rates:
Continental Airlines: Direct Flight: $346

1. Depart 12:33PM San Francisco, CA
Arrive 6:06PM Houston, TX
2. Depart 6:30AM San Francisco, CA

United Airlines: Direct Flight: $346

3. Depart 11:16AM San Francisco, CA
B: The price is the same. I’ll take the United Airlines and book me on this flight.
A: I’ll do that. Sir, let me give you s brief rundown of your flight schedule. You’re
asking United Airlines leaving San Francisco at 11:15AM and arriving Houston at
5:05PM. Airfare is $346.
B: Thank you. Can I pay cash at the airport?
A: Yes, you may, but please confirm your flight and pay at least a day before
departure. Anything else, sir?
B: That’s all. Thank you.
A: You’re welcome. Happy trip, sir.

B. Pronunciation
Directions: Go over the text again. List down some of the words that represent critical
sound in the text. Write your answers in the box.
/k/ /g/
C. Practice Producing the following:

/k/ /g/
Akin Against
Carry Ago
Coin Beg
Keep Begin
Kind Eager
Leak Gain
Maker Gold
Rock Good
Seek Gun
Take mug
1. I’m hoping nobody here is against gun ban.
2. There were really good packages offered last month.
3. Our tourist guide was very kind and eager.
4. Should our policy makers be lawyers?
5. Always remind the clients to keep their valuables in a safe place.
6. I bought you a Parisienne souvenir mug.
7. What do you actually gain from travelling?
8. The new batch of agents is going to begin receiving official calls next week.
9. Do you mind carrying my luggage to the counter?
10. Please encourage your customers to take the evening flights this week.
E. Phrasing (Making Pauses and Stops)
Phrasing:
The rhythm of speech can be improved through proper phrasing or dividing the
words according to related thought units. The following selection is marked with a single
bar like this (/) and double bars like this (//) to indicate pauses. The single bar (/) is a

brief pause to group together related ideas and the double bar (//) is a longer pause
marking the end of the thought unit. At this point, you can breathe before you proceed
to the next line.
Practice reading. Observe correct phrasing:
Each language / has its own music / with characteristic cadence / rhythm / and
inflection // and if an adult is to learn to speak a new language correctly / he must give
full value to these peculiar qualities. // It is as if he were learning to play / a new musical
instrument. //
English is a formidable language / filled with tongue twisting combinations of

vowels and consonants / that may be pronounced quite differently / as they occur in
various words / that look alike. //
Foreigners / well educated in their own language / and sensitive to its beauty
and grace, / have a natural desire to speak the language of their adopted country / not
only with grammatical correctness and precision / but also with proper pronunciation, /
accent and intonation. // Others not so well educated / need to know how to speak
clearly / for their own protection and comfort. // Too often / embarrassing mistakes in
pronunciation / result in unfortunate misunderstanding and setbacks.
It is almost impossible / to acquire this skills from books alone. // it is difficult to

acquire from listening to casual conversations. // it must be gained by painstaking effort
/ through continuous drill and practice.
Exercise:
(Read the following selection and put the correct mark – single (/) or double (//) to
indicate proper phrasing.)
“They gave their lives foe their country, and gained for themselves a glory that
can never fade, a tomb that shall stand as a mark forever. I do not mean that in which
their bodies lie, but in which their renown lives after them to be remembered forever
on every occasion of speech or action which calls it to mind. For the whole earth is the
grave and monument of heroes. It is not their deeds; but even in lands where they were
strangers their lives an unwritten record in every heart – felt, though never embodied.”
-Pericles
to the common expressions used in giving options.

B. Techniques: Use the following expressions when giving options:
“There are (three) flights available…”

“Let me give you a brief rundown of your…”
C. More Practice
Giving Options

direct flights day off connecting flights time’s gold
up to our necks in a rush inviting me out up to something
to treat raring agree with make a lot of

difference
A: What calls did you handle today?

B: Mostly questions on __________. Seemed everybody was ____________.
A: Because there’s a three-day weekend and vacationers can’t afford to waste time
on _______________.
B: Yeah, I agree with you ____________ an want to get the most of our vacation.
Why, even an hour saved on flights can __________!

A: I think so, too.
B: By the way, when’s your __________?
A: Thursday. Are you _____________?
B: Yeah, we have been __________lately, and I believe, we deserve
__________ourselves to some fun.
A: Of course! Hmmmm…wait, do you mean to say you’re __________?
B: If you want. You know I was just thinking of a two-day cruise along the harbor
sunset. Then we’ll have a dinner at the Manila Bay Restaurant. I’m __________
to eat some seafood.
A: Seafood is great, but I don’t think they ____________ me. You know…allergies.
I’m sorry.
B: No cause for worry. There are other restaurants. Okay?
A: Sure. That’s very nice of you.
GRAMMAR
Verb Tenses
The different tenses refer to the time when an action happens. Thus, is speaking
and in writing, we have to indicate whether something is happening at the moment, or
it happened in the past or will happen in the future.
Tenses of verbs
Verbs tenses can be expressed in two different forms. Please memorize how
each box develops the verb.
VERB TENSE PAST PRESENT FUTURE

Simple The client called the CSR The client calls the The client will call
yesterday. CSR. the CSR tomorrow.
Progressive The client was calling the The client is calling The client will be

CSR yesterday. the CSR. calling the CSR
tomorrow.
Perfect The client had called the The client has The client will have
CSR. called the CSR. called the CSR
tomorrow.
Perfect The client had been The client has The client will have
Progressive calling the CSR. been calling the been calling the
CSR. CSR.
Now using the above sample table, you try to develop the verb of these sentences
and supply the rest of the blank boxes below.
1. She worked at a call center
2. The English subject provides hope to many skilled workers.
3. I have trained to be a Call Center Agent for almost one rigorous month.
VERB TENSE PAST PRESENT FUTURE

Simple
Progressive
Perfect
Perfect
Progressive
The Principal Parts of Verbs
Present Past Present Past

Participle Participle
call called calling Called
speak spoke Speaking spoken
Regular Verbs vs. Irregular Verbs

Regular verbs form their past and past participle by adding –ed or –d to the
present form.
Present Past Present Past
Participle Participle
talk talked talking (has/have) talked
book booked booking (has/have) booked
reserve reserved reserving (has/have) reserved

Irregular Verbs
Irregular verbs do not form their past and past participle by adding –ed or –d to
the present form. Note the following verbs.
Present Past Present Participle Past Participle

put put putting (has/have) put
burst burst bursting )has/have) burst
Irregular verbs with the same past and past participle

buy bought buying (has/have) bought
deal dealt dealing (has/have) dealt
think thought thinking (has/have) thought
Irregular verbs that Change in Other Ways

choose chose choosing (has/have) chosen
come came coming (has/have) come
go went going (has/have) gone
eat ate eating (has/have) eaten
write wrote writing (has/have) written
Exercise
A. Tenses. Fill in the blanks with a correct form of the verb in parenthesis.
1. The number of clients ________ (increase) in the last three years.
2. There ______(be) more applicants this year than last year.
3. ____________ (do) you attend the orientation last week?
4. This company __________ (operate) in the Philippines for five years now.
5. Mont of the people in our Department _________ (work) in the office more than
eight hours a day.
6. She _______ (leave) with the company for ten years next month.
7. Our President ________ (have) with the company for ten years next month.
8. I ________ (work) at another call center when I met him.
9. We __________(have) a training soon.
10. I ______________ (write) that kind of report before.
B. Regular vs. Irregular Verb

1. The trainer _________ (teach) the participants the different kinds of American
accent.

2. My Manager was the only one who _____________ (deal) with the problem in
composure.
3. I have not __________ (see) a thing like that before.
4. The special guests of the President have just ___________ (come).
5. I wonder why all the Managers are __________ (go).
6. I’m sorry about the trouble. I must have ______________ (mistake) your luggage for
mine.
7. The child looked really scared when he was ________________ (catch) stealing a
bag of goodies from one of the passengers.
8. She must have ____________ (put) the reports in her drawer.
9. The reports explain how the poor old man was _____________ (strike) by the
mugger.
10. Our closing ceremony will be ________________ (lead) by the Senior Vice President
herself.
APPLY THE RULES/SKILLS:

1. A businessman calls asking for a flight from New Orleans to Jamaica. Give him the
schedule of the flights and airfare.
2. A woman passenger inquires about a one-stop flight from South Carolina to New
York. She wants the cheapest rate.
3. A journalist asks for an early morning flight from LA to Florida. Give them the
schedule of flights that they can choose from, including airfare rates.
B. Peer Evaluation
Refer to the grid of guide questions to do this activity.
GUIDE QUESTIONS
CHECK THE APPROPRIATE COLUMN AND EXPLAIN YOUR ANSWER.
YES NO
1. IS THE SIMULATION REALISTIC?
Explanation: _____________________________________________
2. Did the speaker sound spontaneous?

Explanation: _____________________________________________
3. Did they use the appropriate words and expressions?

Explanation: _____________________________________________
4. Did they pronounce the vowels and consonants correctly?

Explanation: _____________________________________________

5. Was the delivery clear and accurate?
Explanation: _____________________________________________
Strengths:
______________________________________________________________________________
______________________________________________________________________________
Areas for Improvement:
______________________________________________________________________________
______________________________________________________________________________
ASSESSMENT
 Spontaneity
-----------------------------------------------------End of Day 11 -------------------------------------------------------
Day 12
Offer alternatives and solutions with long
conversation focus
OBJECTIVES
1. To practice expressions used in cancelling or rescheduling flights
2. To reinforce proper paraphrasing
3. To produce the / t / and / d / consonant sounds
4. To master the forms and functions of the present verb tense

-------------------------------------------------------------------------------------------------------------------------
PREPARE TO SPEAK
A. Dialogue
A: Canadian Immigration Travel and Tours. Good morning. This is ________. May I
help you?
B: This is Tania. I have made some changes in my itinerary.
A: Can I have your access code?
B: I don’t have it.
A: Did you forget, Ma’am?
B: Can’t you just look it up by my name?
A: Ok, Ma’am. First, I have to find your reservation. Could you give me your flight
number?
B: T 732
A: Thanks. Please hold on a minute. I’m locating your record now. I’m almost there.
Here we go; I’ve got it. Ma’am, you’re traveling from South Carolina to Boston.
B: Yes. But I want to cancel my flight to Boston. Instead book me a ticket, business
class, to Denver, Colorado, I need to be in Denver by 6:00PM tomorrow. And
please cancel my hotel reservation and find me a 5-star hotel in Denver.
A: Okay, so you are going to Denver tomorrow, instead of Boston.
B: That’s right. How much will that cost me?
A: Just a moment, ma’am. Let me see what’s available. Hmmmm…I’m accessing the
flight schedule now. Here, we have a flight from South Carolina to Denver
departing tomorrow at 2:00PM and arriving at 4:00PM. It cost $525.
B: Isn’t that rather expensive?
A: No, Ma’am. Would you like to book this flight? We have only two seats left.
B: All right. Book me then.
A: About the hotel, do you have any preference?
B: Yes, a suite at Paradise Hotel.
A: I’ve got the rate for the suite, ma’am. It’s $300 a day. Would you like me to
reserve this?
B: Yes, and thank you.
A: You’re welcome. Is there anything else I can help you with?
B: That’s all. Have a nice day.
B. Pronunciation
Directions: Go over the text again. List down some of the words that represent critical
sounds in the text. Write your answers in the box.
/ t / Sounds / d/ sound

C. Practice Producing the following:
/t/ / d/
Asked Believed
Detour Bread
Duty Dame
Gate Den
Hot Gold
Suit Greedy
Take Mad
Tame Made
Taught Played
test ready
1. The Team Leader asked the senior agents to help the new ones prepare for the
presentation.
2. Are all the participants ready?
3. Let me give you the shortest detour.
4. The trainer was so convincing that the trainees undoubtedly believed her.
5. Only a few of the customers played at the casino.
6. Don’t you think Asians are generally tame?
7. Who taught you those amazing tricks?
8. Do we have to pass the test to be promoted?
9. Would you like some garlic or cheese bread?
10. The children made the biggest sand castle.
E. Phrasing Exercises
Read the following paragraph aloud and observe proper phrasing.
Tact and Talent
Talent is something, but tact is everything. Talent is serious, sober, grave, and
respectable; tact is all that and more too. It is not a sixth sense, nut is the life of the all
five, it is the open eye, the quick ear, the judging taste, the keen smell, and the lively

touch; it is the interpreter of all riddles, the surmounted of all difficulties, the remover
of all obstacles. It is useful in all places, and at all times, it is useful in solitude for it
shows a man his way into the world; it is useful in society, for it shows him his way
through the world.
-W.P Sargill
The Americans believe that if men are left free in the planning and conduct of their lives
they will win ore cusses in the professions, the trades, and the industries than they will if
their lives are regulated for them by some superior power, even if that power be more
intelligent and better informed than they. Blind obedience and implicit submission to
the will of another do not commend themselves to characteristics of Americans. The
discipline in which they believe is the voluntary co-operation of several or many persons
in the orderly and effective pursuit of common ends. Yet Americans are capable of
intense collective action when they see that such action is necessary to efficiency or to
the security of the community as a whole. Thus they submit willingly to any restrictions
on individual liberty which can be shown to be necessary to the preservation of the
public health, and they are capable of the most effective co-operation at need in
business, sports, and war.
-Charles W. Elliot
to the common expression used to ask for and get more information.
B. Techniques: Use the following expressions in canceling or rescheduling:
“So you are going to _____________ instead of _______________.”

“Would you like to book this flight?”
“Do you have any preference?”
“Would you like me to reserve this now?”
C. More Practice: Can you add to this list?

Canceling/Rescheduling

Fix you Spinning Make out

Downer Strain Catch your health
Tower of Babel Lost my composure Keep your cool
A: Guess what, I had a variety of callers, and my head is ___________!

B: __________ first, and then we’ll talk about it.
A: I had a ___________, sort ot. Oh my, English with different accents! I had to
________ my ears trying to catch what the client was saying. Good, I was quick
enough to adjust to their context so I was able to _____________ something
from what they were saying.
B: Good girl!
A: At other times, I had to restate what the client said to check if I understood well.
I also asked them questions just to make sure I got them right.
B: Great!
A: Thank goodness, I didn’t panic, but I almost __________________.
B: Trust yourself; you can _______________.
A: Excuse me, I think I need a glass of very cold orange juice. I need a ___________.
My adrenaline is still up!
B: Let me ________________ a drink then.
GRAMMAR
Verb tenses
Use of tense in Present Time. The simple present is used to show present action or condition.
Present action : Here she comes.

Present condition : The clients are waiting.
Regularly occurring : My favorite customer calls every other day.
Regulary occurring
Condition : The agents are always ready.
Constant action : The International Dateline indicates the time difference

between East and West
Constant condition : The Philippines is in the Far East
Now, the present progressive indicates actions that are in progress at the time of speaking.
Uses of the present progressive tenses.
Continuing action : He is talking to the client.
Continuing condition : The agent is being trained.
Exercise: Use the following words or groups of words in sentences following the suggestion in
the parenthesis.
1. travel regularly (regularly occurring action)

_______________________________________________________________________
_______________________________________________________________________
2. trainers are (present condition)

_______________________________________________________________________
_______________________________________________________________________
3. Hawaii is (constant condition)

_______________________________________________________________________
_______________________________________________________________________
4. company is (continuing condition)

_______________________________________________________________________
_______________________________________________________________________
5. arrive (present condition)

_______________________________________________________________________
_______________________________________________________________________
6. is never (regularly occurring condition)

_______________________________________________________________________
_______________________________________________________________________
7. receive (continuing action)

_______________________________________________________________________
_______________________________________________________________________
8. produce (constant action)

_______________________________________________________________________
_______________________________________________________________________
9. call (regularly occurring action)

_______________________________________________________________________
_______________________________________________________________________
10. talk (present action)

_______________________________________________________________________
_______________________________________________________________________
APPLY THE SKILLS

1. A famous playwright calls to cancel his flight from New York to Hawaii next week and
wants the same flight rescheduled on the last week of the month. Give him a list of
available flights and let him decide which one to take.
2. A lady calls cancelling her early morning flight from Maine to Los Angeles and
requests that it be rescheduled the next day any time.
3. A bachelor calls to cancel his flight and reschedules it to late in the evening of the
same day. He is flying from Alaska to Alabama. He didn’t specify his time preference.
B. Peer evaluation:
Note, you must refer to the grid questions BELOW to do this activity.
GUIDE QUESTIONS

CHECK THE APPROPRIATE COLUMN AND EXPLAIN YOUR ANSWER.
YES NO
1. IS THE SIMULATION REALISTIC?
Explanation: _____________________________________________
2. Did the speaker sound spontaneous?

Explanation: _____________________________________________
3. Did they use the appropriate words and expressions?

Explanation: _____________________________________________
4. Did they pronounce the vowels and consonants correctly?

Explanation: _____________________________________________
5. Was the delivery clear and accurate?

Explanation: _____________________________________________
Strengths:
______________________________________________________________________________
______________________________________________________________________________
Areas for Improvement:
______________________________________________________________________________
______________________________________________________________________________
ASSESSMENT
 Spontaneity
-----------------------------------------------------End of Day 12 -------------------------------------------------------

Day 13
Handling Complaints Part 1/Prepositions
OBJECTIVES
1. To use expressions in handling complaints effectively
2. To produce the / s / and / z / sounds correctly
3. To speak more naturally by using correct word and sentence stress
4. To achieve accuracy and fluency by using correct prepositions of time

-------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK
A. Dialogue
A: Customer Service. Good afternoon. This is _________. May I help you?
B: why would I be charged $100 for a canceled flight? The snowstorm isn’t my fault.
And not only that, I also lost my payment for a hotel reservation because I didn’t
give a 24-hour notice. This is outrageous! Your money-sucking agency. Damn
you!
A: I understand your situation, ma’am, but the company has its policies. Could you
tell me what happened?
B: I was stuck at Detroit because of a snowstorm. Then I called your agency to re-
book me in the next morning’s flight. The agent obliged, but with a $100 penalty.
Isn’t that unfair? My hotel booking too was not cancelled because of the 24-hour
notice policy. Stupid policies! Darn!
A: I’m really very sorry, ma’am.
B: I want a refund of the flight penalty and my hotel reservation.
A: May I get your name, ma’am?
B: Therese Carmichael.
A: Access code?
B: I don’t know.
A: It’s all right. Could you hold for a couple of minutes while I put you through to
our supervisor?
B: Thanks.
A: Sir, there’s a complaint from a customer. I’m forwarding to you her record. This
is her complaint…
B: Okay. Put her through.
A: Please keep your cool ma’am. I will now connect you to our supervisor.
B: Thank you.
A: Not at all.
B. Pronunciation
Directions: Go over the text again. List down some of the words that represent the
critical sounds / s / and / z / in the text.
/ s / Sound / z / Sound
C. Practice producing the following:

/ s / Sound / z / Sound
Advice Advice
Bless Blaze
Class Cause
Hostess Crazy
Process Cruise
Progressive Glitz
Same Roosevelt
Seen Rose
Several Zip
tense zoo
D. Pronunciation exercise
1. There’s a very affordable restaurant on Roosevelt Avenue.
2. My relatives are going on a cruise next week.
3. Don’t worry, I’ll advise the participants to come early.
4. Are we flying economy or business class?
5. Everyone in the company goes through a very tough proves.
6. Remind the customers not to cause any trouble.
7. We only have several items left for discount.
8. Do you want to get the same flight schedule?
9. I thought I was going to go crazy hosting the program.
10. Have you been to the biggest zoo in Seattle?
E. Review word/Sentence Stress
Read the following sentences aloud to practice word/sentence stress.
1. The ceremony lasted more than an hour.
2. I don’t understand the content of the letter.
3. Some adventurous customers do not realize the circumstance they are in.
4. Do we have some penicillin in the first aid kit?
5. Can you do the report yourself?
6. Is it seventeen or seventy?
7. I’m not sure if we can address that problem now.
8. The managers seem to object to the proposal.
9. The fundraising had a good turn out.
10. Who else needs to make up for the training?
A. Exercise: practice reading the dialogue in Prepare to Speak and find a partner. Pay
attention to the common expressions used in handling complaints.
B. Technique: Use the following expressions in handling complaints:

“I understand your situation, _____. But the company has its policies.”
“I’m, really sorry, ____________.”
“It’s all right.”
“Please keep your cool.”
C. More practice: Can you sad the list?
Handling Complaints

E. Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
Beat up Busted my chance What’s eating you?
Off your chest Freaking out A hole in the wall
Spaced out Passed up Giving me a creep
A: Hey, you’re _____________.

B: Nothing. I’m just exhausted, I guess.
A: Come on, get it ____________. I’m your friend, ready to listen anytime.
B: I’m bombed. I hate myself. I think I ________________ to handle a complaint
smoothly.

A: what did you do?
B: There was this very angry client because she was penalized for a cancelled flight.
At the moment I felt she’s ______________ because of her voice. It wasn’t her
fault she said if there was a snowstorm. She didn’t also get a refund for her
cancelled hotel booking and she’s running out of cash so she desperately looking
for a ______________. That does add up to her irritation. She missed the refund
because she wasn’t able to notify the hotel in 24 hours earlier. Oh my, she was
really ________________ and I was tongue-tied.
A: Didn’t you do anything except keep quiet?
B: I remember I stuttered, and then I said I’d refer her case to the supervisor. I
regret I ____________ handling that complaint effectively.
A: Don’t ___________ yourself about it. Charge it to experience. Next time, you’ll
be more composed and you’ll be able to handle a complaint well.
GRAMMAR
Prepositions: At, On, In (time)
We use:
 ‘at’ for the time of the day:
At 5 o’clock at midnight at lunchtime at sunset, etc.
 ‘on’ for days and dates:

On Friday/on Saturdays on 12 March 2009 on Christmas day
 ‘in’ for longer periods (for example, months/years/seasons)

In October in 1968 in the 18th century in the past
In (the) winter in the middle ages in (the) future
 We use ‘at’ in these expressions:

I take the most number of calls ‘at night.’
I enjoy receiving a lot of gifts ‘at Christmas.’
The call is on hold ‘at the moment.’
The President and Vice President arrived at the airport ‘at the same time.’
 Note that we usually ask ‘What time…?’ (not “at what time…?)
‘What time’ are you going to be on board?
We say:
In the morning(s) in the afternoon(s) in the evening(s)
 Our meeting is ‘in the morning.’
 The training is ‘in the afternoon.’
 My duty is ‘in the evening.’
 On Friday (morning) on Saturday afternoon on Monday evening

The manager will be attending at the meeting ‘on Friday morning.’
Our department has been assigned to take over ‘on Saturday afternoons.’
We plan to go out ‘on Saturday evening.’
We do not use at/on/in before last/next/this/every:

 The trainer is going to be out ‘next Friday’. (not ‘on next Friday)
 Our team was evaluated ‘last month.’
In a few minutes/in six months etc.

 The plane will be arriving ‘in a few minutes.’ (=a few minutes from now)
 All the new agents will start ‘in a week.’ (=a week from now)
 The Manager will be with you ‘in a moment.’ (=a moment from now)

 I acquired the native accent ‘in three weeks.’
 The new policies will be implemented ‘in two months time.’
Exercise: Complete the following sentences by using the prepositions at, on, in with the words
or group of words in the box:
At night On Saturday evening

In the 1990s In the evenings
Last 200in December8 January 1, 2008
On Thanksgiving Day In a month’s time
Next year On Fridays
At lunchtime At ten o’clock
At the moment In summer
1. I plan to move to another department ________________.

2. Last year, more Americans flew back to their hometowns _______________.
3. The company will be launching a new project __________, in time for Christmas.
4. The lowest number of applicants reported on record was __________.
5. Tourists prefer going to the beach ________________.
6. I’m glad I never fail to go mass ________________ despite my hectic schedule.
7. Our call center started its operation in the Philippines.
8. The client should have called _________. It’s now half past ten.
9. I prefer working _______because I’m not a morning person.
10. Our team members usually have snacks ______________.
11. I don’t think the supervisor is available ________________.
12. Do you notice how most people feel sluggish and burnt out _________?
13. A sister company of this call center will be introduces __________.
14. The couple from Wisconsin will be arriving __________.

15. I wonder why our supervisors call for meetings ________. I can’t eat properly when they
do so.
APPLY THE SKILLS

1. A client complains that her booking date was changed to an earlier flight without
notice. She calls to inform your agency about it. She wants it re-booked to her
scheduled flight, but the problem is there is no more flight available on that day.
2. A client calls that the date of her flight to Jamaica and hotel reservation does not
match. She wants you to fix it right away. But there’s no more available flight. The
client insists that she talk to your supervisor.
3. A client complains that his connecting flight from Phoenix to New Orleans isn’t what
he booked. He wants you to make necessary arrangements within the day because
of an urgent matter he has to attend to later in the evening of the same day.
ASSESSMENT
 Spontaneity
-----------------------------------------------------End of Day 13 -------------------------------------------------------
HOW DO YOU GET ANGRY CUSTOMERS TO BACK DOWN?

Introduction
Being intimidated by difficult customers, ignoring their behavior is not healthy or productive and in most
cases it doesn’t even lead to customer satisfaction. In this segment there a re six field proven strategies
and effective which guarantee success in bringing irate customers to back down.
STRATEGIES TIPS EXAMPLE OF A EFFECT

STATEMENT
USE APOLOGY  Apologize  “Please accept my  Makes the angry

regardless of sincere and customer feel heard
fault unreserved apology and understood.
 Needs to be for any  It diffuses angry and
carefully inconvenience this allows you to
worded may have caused reestablish trust.
you.”  Reduces lawsuits,
settlement, and
defense cost
USE DIPLOMACY  Do it sincere as  “Clearly, we’ve upset  Kill the anger softly
you can you and I want you to  You’ve addressed
know that getting to the anger directly
the bottom of this is and non-defensively
just as important to  You’ll not engage to
me as it is to you.” the drama of the
attack
GO INTO COMPUTER  Speak generally  (Go to a usual  This response
MODE without business questions deflects, diffuses,
emotion and answers and disarms angry
 Avoid the bait WITHOUT EMOTION) customers because
your customer you don’t add fuel
is throwing you to the fire by using
 Your word, unemotional
tone, and reaction
attitude are
completely
impersonal
 Continue to
response
without
emotion no
matter how
strong the
verbal abuse is
ASK  “Have I done
SOMETHING
personally to upset
you?”
 “Am I not part of the
solution?”
SHOW SYMPATHY  Is a powerful  “That must have

tool used to been very frustrating
disarm an angry for you.”
customer  “I realize the wait
you encountered was
 Empathy helps an inconvenience.”
you truly begin  “If I were in your
to see the shoes, I’m sure I’d

problem from feel just as you do.”
the customer’s  “It must have been
perspective. very frustrating for
you have waited five
 Will help keep days for your order
you from and for that I am
loosing cool sorry.”
when your
customer gets
hot
SHOW APPRECIATION  Interject (not  “Thanks for taking  Your customer
interrupt) to the time to let us expects you to
thank the know how you feel.” answer with respect
customer for  “Thanks for being so and gratitude that’s
taking time to honest.” why this works.
give you  “ WE appreciate  It’s a shock factor
feedback. customers who let us and many times
know when things your customer is
aren’t right.” stunned in silent
 “Thanks for caring so
much.”
POST AND FINAL DIAGNOSTIC TEST
Test 1 – Accent
A. H e l l o
Hello, my name is_______________. I'm taking
American Accent Training. There's a lot to learn, but I hope
to make it as enjoyable as possible. I should pick up on the
American intonation pattern pretty easily, although the only
way to get it is to practice all of the time. I use the up and
down, or peaks and valleys, intonation more than I used to.
I've been paying attention to pitch, too. It's like walking
down a staircase. I've been talking to a lot of Americans
lately, and they tell me that I'm easier to understand.
Anyway, I could go on and on, but the important thing is to
listen well and sound good. Well, what do you think? Do I?
Test 1 – Accent (continuation)
B. 40 Years after the war

Forty years after the end of World War II, Japan and the
U.S. are again engaged in conflict. Trade frictions, which
began as minor irritants in an otherwise smooth relationship
in the 1960s, have gradually escalated over the years. The
conflict is more dangerous than it appears because its real
nature is partially hidden. It masquerades as a banal and
sometimes grubby dispute over widgets with the stakes
being whether American or Japanese big business makes
more money. In truth, the issue is strategic and geopolitical
in nature. Japan is once again challenging the U.S., only this
time the issue is not China or the Pacific, but world
industrial and technological leadership and the military and
economic powers which have always been its corollaries.
Test 2 – Grammar
Test 3 – Speaking
Test 4 – Listening
Test 5 – Writing
Test 6- Phone conversation

References
Morillo, J., M10-D English Language Proficiency for Seafarers. 2009
Morillo, J., Tongue Twisting Exercises for Seafarers2009
Morillo, J., English Grammar 101 for Seafarers 2009
Morillo, J., Customer Service Training Representative Training Module for IMI
Cook, Ann, American Accent Training

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2010 13 Sessions

Miranda & Associates

Miranda & Associates

ACCENT, CONVERSATION, GRAMMAR

(For classroom training purposes only. Not for Sale.)

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2. Strategies and approaches for this session:

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(Play CD cf. CD#6)

Target: The ‘Th’

JIM: Excuse me, is anybody sitting here?

LEARNING GRAMMAR FUNCTIONS

Students are confused on how to use their verbs. This illustration

before past past now future

…the ‘has and have’ verbs

encompasses from past to now.

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Example: The student attends to his subject.

VERB FORM PAST NOW FUTURE

Simple attended attends will attend

Continuous/ was attending is attending will be

Perfect dad attended has attended will have

Perfect had been has been will have been

1. ate 2. sing 3. gave 4. swim 5. write 6. participate

7. report 8. speak 9. come 10. go 11. say 12. tell

Expressions Used Function/s

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- May I introduce myself? My name’s _______________________________________

EXPRESSIONS ADDITIONAL INFORMATION

EXPRESSIONS ADDITIONAL INFORMATION

GREETING POSSIBLE REPLY TO THE GREETING

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Other rules in introducing others

Younger to older – introduce the younger person to older person.

Male to female – introduce man to woman or boy to a girl.

Lower rank to superior

Pre-closing the conversation

Thanks for your time. No problem.

I have to go. It’s alright. Take care.

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Closing the conversation

Expression Possible Response

APPLY THE RULES IN YOUR SKILLS

Introducing oneself: Beginning- sustaining the conversation- pre-closing-closing

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A: Hello. I’m Anne. I’m the new secretary.

A: I guess I have to get back to work. Break time is over.

A: Really? That sounds great. See you later.

Warm up: 5 Minutes

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Long turn: 5 Minutes

Discuss both the advantages and disadvantages of allowing a partner to go abroad.

You will have to discuss this in 3 minutes without interruption.

Making opinion: 5 minutes

Why do people work hard?

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Flights and airfare

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Time Multiple Carrier United Airlines US Airways

Which flight would you like to take, sir?

/i/ Sound /iy/ Sound

C. Practice producing the following: