Módulo 08 Inglés para Call Center HN

OCUPACIÓN:
OPERADOR DE CENTRO
DE LLAMADAS
MóDULO No. 08
GRUPO PRIMARIO:
TELEFONISTAS
INGLES PARA CALL CENTER CÓDIGO:

C: 4223001
Tegucigalpa M.D.C. Diciembre 2018

División Técnico Docente
Departamento de Servicios Técnicos
Unidad de Material Didáctico
© Copyright
2018 (INFOP-UMD)
Tegucigalpa, D.C., Honduras, C.A.
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origen.
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solicitud a INFOP, Apartado Postal 3235, Tegucigalpa, D.C. o www.infop.org.
Por ser un documento didáctico, es recomendable comprender los elementos que lo integran.
Las publicaciones del INFOP, pueden obtenerse en los diferentes lugares donde éstas funcionan.
Autoridad Institucional
Abog. Roberto Cardona
Director Ejecutivo
INFOP
EQUIPO DE TRABAJO
Dirección técnica:
Edgardo Valenzuela
División Técnico Docente
Coordinación técnico metodológica:

Digna Sierra Banegas
Unidad de Material Didáctica
Elaboración de contenido técnico:

Hildegard Falck Suazo
Coordinadora de Inglés, INFOP
Kevin Jeancarlo Sánchez
Universidad Nacional Autónoma Honduras.- Infop
de Honduras Inglés para Call Center.- Tegucigalpa: Infop,
2018
Asesoría y revisión metodológica:
Keydi Yaquelin García R. 110 p. (Módulo Instruccional No 08
Técnico en Material Didáctico Operador de Centro de Llamadas).
Diseño y diagramación: I. Tit.

María Magdalena Sánchez Zúniga 1. Enseñanza de idiomas.R-
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010010100110011000 Inglés para Call Center
indice
Introducción........................................................................................................ 5
Contenido modular.............................................................................................. 6
Objetivos............................................................................................................ 7
Diagnostic test.................................................................................................... 8
Workbook Unit 1
Call Center Administration
Call center.......................................................................................................... 12
Why are call centers important?............................................................................ 13
American culture................................................................................................. 13
Alphabet............................................................................................................. 17
Cardinal and ordinal numbers............................................................................... 21
Greetings............................................................................................................ 22
Verb to be.......................................................................................................... 23
Autoevalutation................................................................................................... 29
Workbook Unit 2
Profesional Ethic
Telephone marketing and rules on a call center...................................................... 32
Call Center’s Ethic .............................................................................................. 43
Values................................................................................................................ 44
Autoevaluation.................................................................................................... 47
WORKBOOK UNIT 3
Controversial Problems
Political Ideas...................................................................................................... 52
Social Problems................................................................................................... 53
Frequently asked questions.................................................................................. 55
Global Issues...................................................................................................... 57
How to create a proposal to solve a social problem................................................ 58
Módulo No 08 3
Inglés para Call Center
Agree or Disagree............................................................................................... 60
Cardinal Points..................................................................................................... 63
Simple Ways to give an advise............................................................................. 65
Most dangerous animals in the world.................................................................... 67
Beautiful things in the world................................................................................. 75
Autoevaluation.................................................................................................... 79
WORKBOOK UNIT 4
Reading
Different types of books....................................................................................... 84
How to describe a book....................................................................................... 85
Steps to enjoy reading......................................................................................... 86
Writing a book..................................................................................................... 90
Helping others..................................................................................................... 94
Planning an event................................................................................................ 97
Autoevaluation.................................................................................................... 100
Final Evaluation................................................................................................... 104
Glossary............................................................................................................. 107
Bibliography........................................................................................................ 110
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INTRODUCCIÓN
El uso y dominio del idioma inglés es una oportunidad de crecimiento y mejora de capacidades
y con esto adaptarse a las exigencias y competencias de los cambios a nivel mundial.
El presente manual tiene como propósito brindar conocimientos sobre la comunicación básica
y la interpretación de conversaciones en idioma ingles, para ser utilizados en diferentes áreas
laborales relacionadas a Call Center.
El manual consta de cuatro unidades didacticas en las cuales se incluye el contenido y ejercicios
practicos con la finalidad que los participantes y personas que hagan uso del manual conozcan
el vocabulario, reglas gramaticales y con esto poder entablar una conversación fluida en el
idioma Ingles.
Módulo No 08 5
CONTENIDO MODULAR
M-01 Orientación ocupacional y habilidades para la vida.

M-02 Inteligencia emocional.
M-03 Comunicación y lenguaje.
M-04 Matemáticas
M-05 Ofimática básica
M-06 Herramientas de internet
M-07 Introducción a la tecnología del Call Center
M-08 Inglés para Call Center I

M-09 Inglés Call Center II
M-10 Inglés Conversacional Avanzado para Call Center

M-11 Servicio al Cliente para Call Center
M-12 Gestión Operativa de Call Center
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OBJETIVOS
GENERAL
At the end of course students will be able to use expressions and vocabulary related with an
effective use of the English language related with the business of call centers, according to rules
and standard established.

SPECIFIC
At the end of units students will be able to:
Make English conversations applying emotional intelligence.
Keep control of conversations with customers according to rules and standard of call
centers.
Módulo No 08 7
DIAGNOSTIC TEST
Complete each sentence
Instructions
Write the correct word in each blanck space.
1. “ ___________ is she?” “She’s my friend from London”

Who Why Which What
2. 2. Jenny ___________ tired.

Be is has have
3. How many people ___________ in your family?

are there is there there are there
4. ___________ lots of animals in the zoo.

There There is There are There aren’t
5. “Has Steve got a sister?” “No, he ___________, but he’s got 2 brothers.”
has hasn’t haven’t not
6. Where ___________ Sarah live?

are is do does
7. ___________ to London on the train yesterday?

Did Mary went Did Mary go Mary go Mary goes
8. It’s Thursday today. Tomorrow it ___________ Friday.

be was will be will
9. Jack ___________ English, Spanish and a bit of French.

speaks speak speaking is speaking
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Instructions
Write these words in the correct group.
Germany Swedish Brown Snow

Seventy June Friday Eight
Green Twelve Tuesday Wind
December Switzerland February Nineteen
Italian Norwegian Sun Sunday
Rain Greek April Orange
THE
COUNTRIES NATIONALITIES DAYS NUMBERS MONTHS COLORS
WEATHER
Módulo No 08 9
Instructions
Circle the correct form in each exercise.
1. A. Where are you from?

B. What is your from?
C. What from are you
2. A. Yes, I is
B. Yes he are
C. Yes I am
3. A. He live on London
B. He live in London
C. He lives in London
4. A. I don’t like coffee

B. I doesn’t like coffee
C. I does like coffee
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WORKBOOK UNIT 1
Call center
Why are call centers important?
American culture
Alphabet
Cardinal and ordinal numbers
Greetings
Verb to be
WORKBOOK Objective
UNIT 1 Apply the rules and procedures established about
Call Center in English
CALL CENTER
Read
A Call Center is a centralized department to which phone calls from current
and potential customers are directed. Call centers can handle inbound and/
or outbound calls, and be located either within a company or outsourced to
another company that specializes in handling calls.
Types of call centers
1 In-house call center: The company owns and runs

its own call center and hires its own agents.
2 Outsourced call center: The company hires

a third party to handle calls on its behalf,
generally to reduce operating costs by removing
the burden of hiring and training call center
agents and investing in and updating call center
technology.
3 Offshore call center: A company has outsourced

its call center operations to an organization
in another country, often to save money on
wages and provide services around the clock.
Drawbacks to an offshore call center can include
reduced customer satisfaction due to language
issues and a lack of knowledge about the
company, product or service due to distance.
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4 Virtual call center: Agents are geographically dispersed and answer calls utilizing cloud
call center technology. Call center agents can be located either in smaller groupings in
different offices or in their own homes.
WHY ARE CALL CENTERS IMPORTANT?
Call centers have helped companies to improve their service, since they provide clients with the
opportunity to solve any doubt from the comfort of their own home.
The departments in which call centers have a larger market share and a higher demand are,
among others, the following:
hh Customer service department

It is the channel through which agents provide clients with information about the features
of a product or service.
hh Accounts receivable department

It is one of the most important resources of financing companies for it facilitates the localization
of delinquent clients and increases the collection of late payments or investments.
hh Sales department
It is the means that makes purchasing products and hiring services easier for customers,
since they only have to make a phone call to acquire whatever they desire.

AMERICAN CULTURE
The United States is the third largest country in the

world with a population of more than 325 million,
according to the U.S. Census Bureau. It is located
in North America, bordering both the North Atlantic
Ocean and the North Pacific Ocean, between Canada
and Mexico.Its Capital city is Washington, DC, Its
National anthem is The Star-Spangled Banner.
Their climate is mostly temperate, but tropical in Hawaii and Florida, arctic in Alaska, semiarid
in the great plains west of the Mississippi River, and arid in the Great Basin of the southwest.
Módulo No 08 13
The United States is one of the most culturally diverse countries in the world. Nearly every
region of the world has influenced American culture, most notably the English who colonized
the country beginning in the early 1600s. U.S. culture has also been shaped by the cultures of
Native Americans, Latin Americans, Africans and Asians.
The United States is sometimes described as a “melting pot” in which different cultures have
contributed their own distinct “flavors” to American culture. Just as cultures from around the
world have influenced American culture, today American culture influences the world. The term
Western culture often refers broadly to the cultures of the United States and Europe.
Language
There is no official language of the United States, according to the U.S. government. While
almost every language in the world is spoken in the United States, the most frequently spoken
non-English languages are Spanish, Chinese, French and German. Ninety percent of the U.S.
population speaks and understands at least some English, and most official business is conducted
in English.
The Census Bureau estimates that more than 300 languages are spoken in the United States. The
bureau divides those languages into four categories: Spanish; other Indo-European languages,
which includes German, Yiddish, Swedish, French, Italian, Russian, Polish, Hindi, Punjabi,
Greek and several others; Asian and Pacific Island languages, including Chinese, Korean,
Japanese, Thai, Tamil and more; and “all other languages,” which is a category for languages
that didn’t fit into the first three categories, such as Hungarian, Arabic, Hebrew, languages of
Africa and languages of native people of North, Central and South America.
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Holidays / Celebrations
Many holidays are celebrated only in the United States. These are some of them:
North Americans celebrate their Presidents’ Day, marking the birthdays

1 Independence from Britain on July 4. 5 of George Washington and Abraham
Lincoln, is a federal holiday that occurs
on the third Monday in February.
Memorial Day, celebrated on the last
2 Monday in May, honors those who have
died in military service. The contributions of veterans are
6 honored on Veterans’ Day, observed on
Nov. 11.
. Labor Day, observed on the first
3 Monday in September, celebrates the
country’s workforce. The contributions of civil rights leader
7 Martin Luther King Jr. are remembered
on the third Monday in January.
Thanksgiving, another distinctive
4 American holiday, falls on the fourth
Thursday in November and dates back
to colonial times to celebrate the
harvest.
Módulo No 08 15
Food
North Americans as a nation eat a lot of food.
They consume large amounts of processed and fast
foods such as hamburgers, hot dogs, subs, etc.
As a result, the diet is one that is high in fat, salt,

sugars, preservatives and refined carbohydrates.
60% percent of Americans are considered to be
obese.
The tendency towards ‘junk foods’ is cultural –

convenience/processed food is quicker, cheaper, larger,
cleaner, tastier and therefore better.
Healthy-eating of course does exist across the States with a liking for local produce, fine teas
and quality breads not uncommon in most cities.
Cuisines can differ from region to region. Cheese steaks are synonymous with Philadelphia
whereas fajitas and chili stews are much more New Mexico.
Communication style
North Americans can come across as self-interested,
aggressive and rude to some outsiders.
This is down to the United States communication

style which is influenced by the need to be direct,
clear, transparent and open about matters.
Plain and simple talk is very much valued in the

Unites States.
North Americans see coded, indirect communication

which relies on body language as confusing and
unnecessary.
The emphasis within communication is on the facts at hand and not the relationships – thus the
term, “It’s just business.”
North Americans are much more open in conversation about private affairs than many other
cultures and do not shy away from asking direct questions.
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Personal Space
Americans do not tend to like close contact with others. 2-3 feet of personal space during
conversations is the norm.
For most Americans there is little or no touching ever with others although within some
communities this may be much more common within the community itself. This will also be
different between good friends and family.
In public, such as in parks or on the bus, people try to give one another space.
ALPHABET
Instruction
Read and Repeat each letter.
Módulo No 08 17
In the Alphabet we have vowels and Consonants which are:
Vowels
A E I O U
Consonants
B C D F G H J K L
M N P Q R S T V W
X Y Z
Instruction
Read and spell the following words:
A S
A-g-e-n-t A-d-m-i-n-i-s-t-r-a-t-i-o-n S-e-r-v-i-c-e S-u-p-p-o-r-t
T
C T-u-t-o-r-i-a-l T-e-s-t-i-n-g
C-o-m-p-u-t-e-r C-u-s-t-o-m-e-r
D I
D-o-c-u-m-e-n-t-a-t-i-o-n D-a-t-a I-n-b-o-u-n-d I-n-c-en-t-i-v-e
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Instruction
Work in a small group. Practice spelling names and write them.
1. Write your full name and spell it letter by letter:

____________________________________________________________
2. Write your teacher`s name and spell it:

____________________________________________________________
3. Ask the name of three classmates, write it and spell it:

____________________________________________________________
____________________________________________________________
____________________________________________________________
Módulo No 08 19
Write
Instruction
Unscramble each of the words.
computer service customer support

operator caller return credit
charge warranty damaged office
department code agency sales
training agent
1) toeprmcu __________________________
2) gyaecn __________________________
3) rgnntiai __________________________
4) spupotr __________________________
5) egcarh __________________________
6) peentamdtr __________________________
7) reoopatr __________________________
8) alecrl __________________________
9) arnyrtaw __________________________
10) gamdade __________________________
11) tunrer __________________________
12) vicrese __________________________
13) dircet __________________________
14) cstmuroe __________________________
15) sasel __________________________
16) deoc __________________________
17) angte __________________________
18) fcfeoi __________________________
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CARDINAL AND ORDINAL NUMBERS
Cardinal numbers
1 one 11 eleven 21 twenty-one 31 thirty-one
2 two 12 twelve 22 twenty-two 40 forty
3 three 13 thirteen 23 twenty-three 50 fifty
4 four 14 fourteen 24 twenty-four 60 sixty
5 five 15 fifteen 25 twenty-five 70 seventy
6 six 16 sixteen 26 twenty-six 80 eighty
7 seven 17 seventeen 27 twenty-seven 90 ninety
8 eight 18 eighteen 28 twenty-eight 100 a/one hundred
9 nine 19 nineteen 29 twenty-nine 1,000 a/one thousand
10 ten 20 twenty 30 thirty 1,000,000 a/one million
Ordinal numbers
1st first 11th eleventh 21st twenty-first 31st thirty-first
2nd second 12th twelfth 22nd twenty-second 40th fortieth
3rd third 13th thirteenth 23rd twenty-third 50th fiftieth
4th fourth 14th fourteenth 24th twenty-fourth 60th sixtieth
5th fifth 15th fifteenth 25th twenty-fifth 70th seventieth
6th sixth 16th sixteenth 26th twenty-sixth 80th eightieth
7th seventh 17th seventeenth 27th twenty-seventh 9th ninetieth
8th eighth 18th eighteenth 28th twenty-eighth 100th one hundredth
9th ninth 19th nineteenth 29th twenty-ninth 1,000th one thousandth
10th tenth 20th twentieth 30th thirtieth 1,000,000th one millionth
Módulo No 08 21
Write the missing letters to complete the numbers in letter
0. z __r__ 11. E__l__ v__n
1. o__e 12 . t__e__v__
2. t__o 13. T__ i__t__e__
3. t__r__e 14. F__u__t__e__
4. f__u__ 15. F__ f__e__n
5. f__v__ 16. S__ x__e__n
6. s__x 17. S__v__n__e__n
7. s__v__n 18. E__g__t__e__
8. e__g__t 19. N__n__t__e__
9. n__n__ 20. T__e__t__
10. t__n
GREETINGS
ARRIVALS DEPARTURES
Hello! Good night
Hi! Bye!
Good morning See you_____ (later, soon, tomorrow)
Good afternoon So long
Good evening
GREETINGS RESPONSE
Nice to meet you Nice to meet you too
Glad to meet your Glad to meet you too
Pleased to meet your Pleased to meet you too
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Phrases to introduce yourself or another person
pp Introduce one to each other

a. I am___________________nice to meet you.
b. Nice to meet you too. I am_____________________.
c. Pleased to meet you. I’m__________________.
d. It’s a pleasure to see you. I’m__________________.
pp Introducing another person

1. This is_________________________.
2. Let me introduce you to_______________________________.
3. Allow me to introduce you to____________________________.
VERB TO BE
What is the verb to be?

“To Be” is a verb which shows a state of existence.
“To Be” can be used to describe the Present, Past, and Future time.
Yesterday Today Tomorrow

last year this year next year
Módulo No 08 23
How to use the verb to be
Use the verb to be in the present tense.
Examples of present tense:

,, I am a student. I am...
,, She is a student. He is...
,, You are a student. She is...
It is...
,, They are students. You are...
We are...
They are...
EXAMPLES OF CONTRACTIONS USED IN THE VERB TO BE IN PRESENT TENSE:
I’m, You´re, He´s, She´s, It´s, We´re, They´re.
Write the sentences as in the example using the correct verb to be.
My family - at home ________________________________________
The manager / in his office. My family is at home.
________________________________________
Peter and John / in class. ________________________________________
The course / interesting. ________________________________________
Your friends / from Canada. ________________________________________
The computer / connected to the Internet. ________________________________________
The package / light or heavy. ________________________________________
The pictures / clear. ________________________________________
The customer service / in the 2nd floor. ________________________________________
The earphones / in the drawer. ________________________________________
The maps / in the library. ________________________________________
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Use the correct form of the verb TO BE (am/is/are)
1. The teacher ______ in the classroom now. 6. Doctor Smith ______ busy right now.
2. John and Mary ______ good friends. 7. The train ______ ten minutes late.
3. The men ______ tired. 8. I ______ an undergraduate student.
4. Those vehicles ______ slow-moving. 9. The instructor´s name ______ John Doe.
5. Those weapons ______ powerful. 10. The instructors ______ in the staff-room.
The negative form is expressed with the word NOT.

Examples of the negative form and its contractions
I am not ---- I´m not

Your are not You aren´t You´re not
He is not He isn´t He´s not
She is not She isn´t She´s not
It is not It isn´t It´s not / its
We are not We aren´t We´re not
They are not They aren´t the´re not
Use the verb to be in the past tense.
Examples of past tense:

I was...
He was... ,, I was a student in 1990.
She was...
It was... ,, She was a student in 1990.
You were...
We were... ,, You were a student in 1990.
They were...
,, They were students in 1990.
Módulo No 08 25
EXAMPLES OF CONTRACTIONS IN NEGATIVE FORM USED IN THE VERB TO BE IN
PAST TENSE:
Wasn´t Weren´t
Use the correct form of the verb TO BE (WAS, WERE)
1. John ______ in New York the day before 5. The elevator ______ out of order last
yesterday. night.
2. They ______ on the Customer Office. 6. Carlos ______n´t in the office at ten this
morning.
3. Today is Monday. Yesterday ______ 7. Jonny ______very sick yesterday, but he
Sunday. feels much better today.
4. Where ______ the Johnsons last 8. The computer ______ not working well.
weekend?
Write the sentences as in the example using the correct verb to be in PAST TENSE.
The call center service /unavailable. The Customer’s service was unavailable
________________________________________
The secretary / busy at midday. ________________________________________
They / good friends at school. ________________________________________
The weather / fine that day. ________________________________________
The men / tired after the long walk. ________________________________________
Mary / late for the train this morning. ________________________________________
Henry / at the movie at 7 P.M. ________________________________________
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Complete each sentence with the correct word in PAST TENSE form.
1) I _____ tired last night. 5) Julian _____ angry yesterday.

2) You _____ happy last night. 6) Rachel _____ sleepy yesterday.
3) Richard and I ______ excited last night. 7) The agent ______ proud of Carlos
work.
4) Javier and Roberto _____ lazy last night. 8) Carlos and jonny ______tired after the
long drive back home.

Use the verb to be in the future tense.
Examples of prense tense:

,, I will be a student next year. I will be...
,, She will be a student next year. He will be...
She will be...
,, You will be a student next year. It will be...
Your will be...
,, They will be students next year. We will be...
They will be...
The simple future tense is used

to express something which
will happen or something EXAMPLES OF CONTRACTIONS USED IN THE VERB TO
which will be true in the BE IN FUTURE TENSE:
future. One way to form this
tense is: “will” + the simple
present tense form of the
verb. We use “will” when the I´ll be You´ll be He´ll be They´ll be
subject is volunteering to do
something in the future or
deciding to do something in
the future while speaking.
Módulo No 08 27
Complete the sentences with the correct verb and Future Tense form.
My computer is not working. I (repair) will repair it next week.
1. The house is dirty. I (clean) _______________ it on Monday.

2. (work) _______ you ________ on Tuesday?
3. It looks like the washer is broken. I (ask) ______________ a repair man to come
Wednesday.
4. Okay then, our group (meet) _______________ on Thursday.
5. Helga (hike) _______ you _______ with us on Friday?
6. If necessary, we (carry) _______________ the supplies in our car Saturday.
7. John and Wes, (read) _______ you _______ to the children on Sunday?
Complete the sentences using the correct Future Tense, look at the example below.
John is not at home today, but he will be at home tomorrow.
1. Tom and Jack aren´t in the same class this semester, but they _______________ next
semester.
2. John isn´t absent today, but he _______________ the day after tomorrow.
3. It is not very cold now, but it _______________ this evening.
4. We are not busy right now, but we _______________ after lunch.
5. I am not in my office at the moment, but I _______________ in ten minutes.
6. Mr.Johnson was not at the meeting last week, but he _______________ next Monday.
7. The weather was not very nice last month, but it _______________ next month.
8. I was going to work and it started raining
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AUTOEVALUATION
WORKBOOK UNIT 1
Circle the one that is NOT correct.
This are the Holidays/ Celebrations at the United States.
1. Independence 5. Thanksgiving
2. Memorial Day 6. Presidents’ Day
3. Labor Day 7. Veterans’ Day
4. Victoria Day 8. The contributions of civil rights leader
Martin Luther King Jr.
Write the sentences in NEGATIVE form using WASN´T or WEREN´T.

They / good friends at school. _______________________________________
The weather / fine that day. _______________________________________
The men / tired after the long walk. _______________________________________
Mary / late for the train this morning. _______________________________________
Henry / at the movie at the customer office. _______________________________________
Write (T) true or (F) false in each statement.

1. There is over 80% percent of Americans are considered to be obese. .................. ( )
2. Americans tend to like close contact with others.................................................. ( )
3. A Call Center is a department to which visits customers for any doubts................ ( )
4. The United States is the third largest country in the world................................... ( )
Módulo No 08 29
Write the correct form of VERB TO BE in Present Tense.
1) The old man (be) ________ wise.
2) The children (be) ________ eating bananas.
3) The racecar (be) ________ fast.
4) I (be) ________ at the sales department.
5) The agent (be) ________ available until 9:00 p.m.
6) The computers (be) ________ new.
7) The sun (be) ________ hot.
8) I (be) ________ happy.
9) My friend (be) ________ buying a new car. Her old car broke down. It doesn’t work
anymore.
10) It (be) ________ my fault.
11) The operator (be) ________ not working.
Complete the numbers.

7. s__v__n 18. e__g__t__e__
8. e__g__t 19. n__n__t__e__
9. n__n__ 20. t__e__t__
11. __l__ v__n 12. t__e__v__
2. t__o 13. t__ i__t__e__
3. t__r__e 14. f__u__t__e__
Rewrite the sentences into Future Tense.

The Call Center is a centralized department.
_____________________________________________________________
The computer is not on.

_____________________________________________________________
The Call center is working today.

_____________________________________________________________
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Objective
WORKBOOK UNIT 2
Professional Ethic
Telephone Marketing and Rules on a Call Center

Call Center’s Ethic
Values
Módulo No 08 31
Professional Ethic
WORKBOOK Objective
UNIT 2 Apply principles of professional ethic, according to
the norms and rules of a call center
TELEPHONE MARKETING AND RULES ON A CALL CENTER
Examples on how to answer in a call center.
Presenting yourself
What is your name?.......... My name is Carlos.
How old are you?.......... I am 23 years old.
Where are you from?.......... I am from Honduras.
Personal pronouns
I You He She It We Your They
Person Singular Plural

Personal pronouns 1st I We
refer to specific
people or things. 2nd Your Your
3rd He/She/It They
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Examples
I I would like some help.
YOU Marie, did you forget something?
HE Kevin said he would share his information with me.
IT The dog acts like it is hungry.
THEY The customer said that they will pay tomorrow.
WE Are we going to the lake with them?
SHE She is my little sister.
Complete the sentences with the correct personal pronoun from above.
1. John and Peter are brothers. ______ know them very well and my father likes them very
much.
2. ______ answered my phone call but _____ did not hel me, his name was Carlos.
3. The woman gave a good service to the new customers in the meeting, but ______ did not
thank her.
4. The agent said, ‘John, you’re a disrespectful employer. ______ don’t obey me.’
5. The boys were late on their training, ______ were not interested in learning.
6. ______ have a good guide. ______ really appreciate his help advised us to work harder.
7. My father told my mother, ‘______ want you to take call for assistance, the network is not
working since yesturday and ______ already pay what we owe about last month.
8. ______ is incredible, ______ is the third time I did not receive my products on time.
9. Carlos helped me yesturday with my car, but ______ wasted his money.
10. Even ______ could help me I have no money to pay you.
Telephone introductions
Use ‘This is...’ to introduce yourself on the telephone:
This is Tom Yonkers calling to speak with Ms. Filler.
Use ‘This is ... speaking’ if someone asks for you and you are on the phone.
Yes, this is Tom speaking. How may I help you?
This is Helen Anderson.
Módulo No 08 33
Grammar: Would / Could for polite requests
CCUse ‘Would / Could you please’ to make requests on the telephone such as asking to leave
a message:
Could you please take message?
Would you please let him know that I called?
Could you please ask him/her to call me back?
Wh - Questions
Questions are an important form of communication.
Questions words are terms specifically used to gather information about a topic, person, or
situation. Given their nature, these are the first words children use to acquire facts about their
worlds. This type of questions gets their name from the fact that most of them start with wh- or
h.
“What” is the most common question word used by children as old as 2 years
old. It can refer to an object, an idea or an action.
What What do you need?
What can I help you?
“Where” is the question word to use when asking for information about a
place.
Where
Where are you right now?
Where is the teddy bear?
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The information gathered by asking “who” refers always to a person.
Who is she?
Who
Who is your teacher?
If your little one wants to know about a specific time, “when” is the word to
use when asking.
When When are we leaving?
When do you go to school?
Asking “why” is making an inquiry about a reason or purpose of something.
Why Why are you learning English?
Why are there clouds in the sky?
“Which” is the question word to use when asking about choices.
Which Which one do you like: the blue car or the green car?
Which one of these dresses is yours?
“Whose’ is used when asking someone about possession.
Whose Whose book is this?
Whose house is it?
Even though this question word doesn’t start with wh-, “how” is still is one of the
basics. It’s used to talk about manner, like the way that something happened.
How are you?
How was your lunch?
There are a few more questions that can be asked using “how” as a question
words, let’s check some of them out.
How much?
We use how much to ask about quantities of things that can’t be easily counted
How (money, work, sugar, water)
How much water is in the pool?
How much money does that bike cost?
How many?
When we want to ask about the number of things that can be numbered, we used
this option, for example: to count apples, cars or toys.
How many celphones do you have?
How many apples did mom buy?
Módulo No 08 35
Complete the sentences with the correct WH- question word.
1) ………………… is your problem?
2) ………………… is the agent in charge?
3) ………………… are you calling from?
4) ………………… is your network working today?
5) ………………… did you pay your taxes?
6) ………………… are you so nervous?
7) ………………… is your hometown?
8) ………………… is your best offer?
9) ………………… are you going on Friday?
10) ………………… is your schedule?
Grammar: Present continuous for telephone English

CCUse the present continuous tense to state why you are calling:
I’m calling to speak to Ms. Anderson.
We’re sponsoring a contest and would like to know if you are interested.
CCUse the present continuous to make an excuse for someone who can’t take a call:
I’m sorry, Ms. Anderson is meeting with a client at the moment.
Unfortunately, Peter isn’t working in the office today.
Examples of Present Continuous
AFFIRMATIVE NEGATIVE INTERROGATIVE
I am going I am not going Am I going?

You are asking You aren’t asking Are you asking?
He, she, it is needing He, she, it isn’t needing Is he, she, it needing?
We are working We aren’t working Are we working?
You are waiting You aren’t waiting Are you waiting?
They are helping They aren’t helping Are they helping?
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Complete the sentences with each verb in the parenthesis using the PRESENT CONTINUOUS
1. I ___________ (watch) a tutorial.
2. My phone ___________ (not working)!
3. They ___________ (help) the customer right now.
4. I ___________ (check) the problem in your account.
5. We ___________ (solve) the problem.
6. I ___________ (look) for someone to deliver it by te afternoon.
7. Mom ___________ (read) a manual.
8. My brother ___________ (not follow) to the instructions given.
9. The agent ___________ (not answer) my calls.
10. Tara ___________ (talk) by phone
Here are some tips that could help you
Providing reassurance and “I’m currently”

immediacy If the advisor informs the customer as
To assure the customer that their query to what they are doing to help them
is a matter of importance, it is vital to while still on the phone, they are taking
demonstrate that you understand the control of the situation.
value of the customer’s time and that
they are doing their bit to speed up the This is courteous as it allows the
process. customer to feel as if the problem has
been “lifted from them”, while it is also
“Right away” a good tactic to minimise “dead air”.
Using this phrase signals that the
process of solving the customer query “Dead air” is a period of silence
has been enacted. For example: during a customer–advisor
interaction, which may damage
“I’ll contact the delivery driver the rapport-building process.
right away and give them this new
information.”
Módulo No 08 37
HELPFUL TIPS!
Offering a commitment
During difficult queries, especially “I will”

those where the customer has
high emotional interest, making To make a commitment, “I will”
a commitment over the phone is the obvious place to start. And
can help to comfort the customer, following up on this promise will
which not only helps to show help to establish a basis of trust,
courtesy, but also empathy. which should encourage future
customer loyalty.
The Basics
Let’s also look at the most common “Thank you”
courtesy words, which can be sprinkled When the customer hands over their
into an interaction as a signal of mutual information or pays the advisor a
respect. compliment, it is important to say thank
“Please” you. Common sense, right?
Don’t forget to say please when asking
for information from the customer! “Sorry”
Doing otherwise will seem rude and may As a representative of an organisation, it
damage any rapport than had been built is courteous to apologise when something
previously. goes wrong.
However, an advisor should not say “we’re
“You’re welcome” sorry”, “I’m sorry” should instead be
When a customer expresses their gratitude, used, so the customer can feel assured
saying “you’re welcome” shows that it has that someone has taken it personally upon
been acknowledged by the advisor. themselves to resolve their query.
Also, using “you’re” instead “you are”
makes the conversation sound more
natural, taking away the robotic tone
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Greeting a customer
Being courteous in an opening statement “Good morning / good afternoon”
is a great way to set the foundation for a According to our readers, good morning/
strong customer–advisor interaction. good afternoon is the best opening to
a contact centre greeting, although
“welcome to” and “thank you for calling”
were also well received.
Clarifying a Situation
There will be occasions when the customer “Forgive me & Pardon Me…”
feels as though they have fully detailed
their query yet the advisor cannot quite “Pardon me” is a good reflex phrase when
understand the situation. an advisor has missed a small part of the
conversation. However, when large chunks
In these scenarios, it is important for of information have been lost, “forgive
advisors to use courtesy phrases like those me” is more appropriate.
below, so that the customer does not feel
as though the advisor was simply not For example, it can be used in this way:
listening to them. “Forgive me, I didn’t catch your email
address. Could you please repeat it for
me?”
Módulo No 08 39
Closing the call
It’s important to remain courteous for Instead of using the standard Thank you
the full duration of the call, so customers for your time today it is much better use
feel comfortable in voicing more concerns the extended alternative closing, I’m
or queries. This consequently boosts glad that I was able to help you, is there
satisfaction. anything else I can help you with?
Is there anything else that I can do? Using this phrase also helps to highlight
to the customer that there are no company
Closing courtesy statements of this nature time constraints on advisors that would
are important and should ideally be prevent them from providing great
customary. customer service.
You can say thank you in different ways.
Examples
Basic phrases Accepting thanks

Thank you! That´s all right.
Thanks! You´re welcome.
Thanks a lot! Don´t mention it.
Thank you very much! Not at all.
That´s very kind of you. It´s nothing.
You´re so helpful. My pleasure.
Thanks for your kind words!
Thank you for coming here today!
Written, formal
Many thanks for your email.
I was so pleased to hear from you.
I greatly appreciate your kind words.
I am very thankful that you are considering my problem.
Thank you for your consideration.
Very polite, formal

How kind you are to help me.
Thank you for spending time with me.
Thank you for taking the trouble to help me. I do appreciate it.
Many thanks for your assistance in our project.
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Work with a partner and enable a conversation with the appropiate questions and answers.
Conversation 1
YOU _ ______________________________________________________________________
PARTNER ___________________________________________________________________
YOU _ ______________________________________________________________________
PARTNER ___________________________________________________________________
YOU _ ______________________________________________________________________
PARTNER ___________________________________________________________________
YOU _ ______________________________________________________________________
PARTNER ___________________________________________________________________
YOU _ ______________________________________________________________________
PARTNER ___________________________________________________________________
YOU _ ______________________________________________________________________

Conversation 2
YOU _ ______________________________________________________________________
PARTNER ___________________________________________________________________
YOU _ ______________________________________________________________________
PARTNER ___________________________________________________________________
YOU _ ______________________________________________________________________
PARTNER ___________________________________________________________________
YOU _ ______________________________________________________________________
PARTNER ___________________________________________________________________
YOU _ ______________________________________________________________________
PARTNER ___________________________________________________________________
YOU _ ______________________________________________________________________
Módulo No 08 41
Give a polite answer to the following Statements.
How would you answer if you……

// Receive a call
____________________________________________________
// Asking for name and number
____________________________________________________
// If you did not understand a name or number
____________________________________________________
// Transfer a call
____________________________________________________
// Requesting information
____________________________________________________
// Setting an appointment
____________________________________________________
Remember to use
POLITE words......
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CALL CENTER´S ETHIC
Call center agents can be the first and only contact point for customers and are therefore often
the face of a company.
The Call Centre is committed to providing service excellence to our customers while creating
and maintaining a clean safe work environment for ourselves, promoting respect, trust and
tolerance of each other’s differences. This code defines the parameters within which a rewarding
and mutually supportive working environment can be created and is based on the assumption
that most employees already uphold these standards of conduct.
Every positive interaction a customer has with a company can turn them
into a loyal customer. Thus, positive interactions with well-trained agent
will increase customer lifetime value and brand awareness. Apart from
providing your call center agents with an intuitive and easy-to-use call
center software, giving them the proper training to treat every customer
with courtesy and grace is extremely important.
Providing a personalized and satisfying customer experience

is critical for the growth of your business. However, dealing
with different customers can become an arduous task because
determining and fulfilling their requirements is not always as
easy.
Responsiveness
Customers expect that they will receive ready, willing and quick help on their issues and answers
to their questions. If a customer service executive fails to do so, it could force the customer to
switch to the competitor’s service.
ppOpen-mindedness
Being open-minded and objective in your approach is important to make the customer feel
confident and valued.
ppTaking too long to pick up calls

Your customers could reach out to you at any time and it is necessary that you answer the
calls you receive instantly.
Módulo No 08 43
ppDiscipline
Discipline in an organization is intended to promote a minimum acceptable behavior by
employees. It is defined in terms of adherence to the company rules, regulations, systems,
and processes. Discipline ensures smooth functioning and helps in creating a healthy business
environment.
Indiscipline and misconduct of employees affect all stakeholders including supervisors,

fellow employees, customers and even the vendors/ suppliers.
ppOrder
The arrangement or disposition of people or things in relation to each other according to
a particular sequence, pattern, or method. A state in which everything is in its correct or
appropriate place.
Values
Here are some important values to keep in mind……………
ppBe courteous
Agents should always treat each caller with courtesy. Ask how they prefer to be addressed,
make every attempt to pronounce their name correctly and use this name consistently. Talk
with a smile, remain calm and speak clearly. Wait for the person to finish speaking before
speaking. These simple tips will go a long way in interacting with the caller in a positive and
professional manner.
ppBe professional
Agents should maintain a level of professionalism throughout the entire conversation. They
are the face of the company, so they should have adequate training and should be monitored
for adherence to quality standards. All conversations should be in line with corporate values
and goals.
ppBe respectful
All customers should be treated with respect. Throughout each interaction, agents should
remain calm, act rationally and treat the caller as if they were the most valued customer.
Respect also involves understanding the caller’s needs and making an effort to accommodate
them. Agents should attempt to understand the causes of the customer’s problem, realize
how their problem affects their behavior and respond with compassion.
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ppBe honest
Agents should always be honest with their customers and with themselves. Agents should
never lie, guess or make up an answer. If the customer’s problem is beyond their competence
level, the agent should politely explain that they will transfer the customer to an employee
who can better address their needs.
ppBe trustworthy
Building trust is essential, not only for the interaction to progress smoothly, but also to
build positive brand awareness for the company. Trust is based on ethical principles such
as character and competence. It requires truthfulness, honesty, reliability, loyalty and
integrity. In order to ensure that your staff is trustworthy, monitor for their adherence to
these character traits and the values of your company.
ppBe confident
Confidence is critical for any productive interaction. Ensure that your staff is well trained,
well managed and properly equipped to handle difficult situations. This will instill confidence,
interactions will be more effective and the image of the company will be more positive.
ppBe competent
Agents must demonstrate a certain level of competence to adequately address the customer’s
needs. When the customer’s demands are too high, they must refer them to someone with
more experience who can effectively handle their issue or concern.
ppBe interested
Agents must take a genuine interest in the customer’s question or concerns. This will make
the process more enjoyable for both the agent and the caller. Call center work can be very
monotonous. Agents should keep it fresh by taking a genuine interest in each caller’s unique
situation, asking personal questions and attempting to make a quick connection.
ppBe neutral
Agents should not offer opinions or introduce their own biases into the conversation. They
should always take a neutral stance on issues, but empathize with the caller’s needs. Taking a
neutral stance will allow agents to more effectively solve problems in an efficient manner.
ppBe flexible
Agents should anticipate the unexpected and be prepared to change course when necessary.
Sometimes pertinent information will be obtained that can change the course of the problem
solving efforts. Agents should always be flexible, welcome the change and keep the customer
informed of the reasons for the change.
Módulo No 08 45
Responsible
When a manager tells you to be responsible and accountable at work, you might be
confused at what he/ she means. Many people often use these workplace buzzwords
to mean the same thing, when they have different meanings. Your ability to be
responsible and accountable is a direct result of the tasks you are assigned and your
personal work ethic when you take ownership of your work product.
When you are hired for a job, your manager provides you a list of your duties,
also known as responsibilities. She’ll tell you that it is your job to ensure the
tasks on the list are completed when due. While you can be assigned a variety of
responsibilities, whether or not you are accountable depends on your character. A
person who demonstrates accountability takes the hit if she doesn’t complete the
task on schedule. When you refuse to be accountable, you’ll place the blame on
someone else for the project’s failure.
Providing quality service to each customer should be a priority of every call center. Managers
and decision makers should define call center etiquette guidelines, allocate sufficient funds for
proper training and monitor for adherence to the guidelines. When all agents adhere to etiquette
guidelines, companies will gain an image of trustworthiness, honesty and effectiveness. This
positive brand awareness is critical to any company’s success.
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AUTOEVALUATION
WORKBOOK UNIT 2
Professional Ethic
Write in a short paragraph why are values important and how can you use them.
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
Circle the answer that is NOT correct.
1.
a) How can I help you?
b) Do you need something else?
c) That’s all?
d) Is there something else I can do for you?
2.
a) Thanks for calling.
b) You’re welcome.
c) Ok.
Módulo No 08 47
d) Thank you very much.
3.
a) Respect
b) Envy
c) Corteous
d) Honest
4.
a) Please
b) Sorry
c) My bad
d) Thank you
Explain with your own words the purpose of a CALL CENTER.

____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
Continue the following conversation. Read the situation and continue the conversation and solve
it.
Operator: “Ridge Hall, computer assistance; may I help you?”
Caller: ”Yes, well, I’m having trouble with Word.”
Operator: “What sort of trouble?”
Caller: ”Well, I was just typing along, and all of a sudden the words went away.”
Operator: “Went away?”
Caller: ”They disappeared”
Operator: “Hmm. So what does your screen look like now?”
Caller: ”Nothing.”
Operator: “Nothing?”
Caller: ______________________________________________________________________
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Operator: ____________________________________________________________________
Caller: ______________________________________________________________________
Operator: ____________________________________________________________________
Caller: ______________________________________________________________________
Operator:_ ___________________________________________________________________
Caller: ______________________________________________________________________
Operator: ____________________________________________________________________
Caller: ______________________________________________________________________
Operator: ____________________________________________________________________
Caller: ______________________________________________________________________
Operator: ____________________________________________________________________
Caller: ______________________________________________________________________
Operator: ____________________________________________________________________
Write three sentences requesting a need, use Polite words and phrases.
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
____________________________________________________________________________
Módulo No 08 49
Practice with a partner a Situation where you are te operator, remember to use the proper ways
of communication. Copy the conversation in the blank spaces below.
__________________________________________
__________________________________________
__________________________________________
__________________________________________
__________________________________________
__________________________________________
__________________________________________
__________________________________________
__________________________________________
__________________________________________
__________________________________________
__________________________________________
__________________________________________
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WORKBOOK UNIT 3
Political ideas
Social problems
Frequently asked questions
Global issues
How to create a proposal to solve a social problem
Agree or disagree
Cardinal points
Simple ways to give an advise
Most dangerous animals in the world
Beautiful things in the world
Módulo No 08 51
WORKBOOK Objective
UNIT 3 Talk in English about controversial problems ac-
cording to the indications given.
POLITICAL IDEAS
Politics are the actions or activities concerned with

achieving and using power in a country or society. Are
proposals for improvement in a society.
Politic is the knowledge of the art of governing the

state; also it refers to the study of principals that
condition the relationship between government and
citizens, government and foreign countries (Great
Encyclopedia). Therefore, a politician is a man who participates in governing the state.
Politic is also defined as a program, a way of governing, a system. It is a field when individuals
or groups with different perspective argue, and challenge each other for the supreme good.
Furthermore, politic is reality and the awareness (conscious) of this reality.
From one perspective, understanding politic means the understanding of the relationship
between people, who present authority, and citizens, and questioning how people perceive this
authority.
Finally, the nature of politic is to transcend all disaccords, create a unified country, set rules,
and govern the state into the goodness of humanity. Politic therefore is a noble practice that
leads to human happiness as individuals, and stability as a society.
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SOCIAL PROBLEMS
Social problems
Social problems are the general factors that affect and damage society. A social problem is
normally a term used to describe problems with a particular area or group of people in the
world. Social problems often involve problems that affect the real world. It also affects how
people react to certain situations.
A social problem is any condition or behavior that has negative consequences for large numbers
of people and that is generally recognized as a condition or behavior that needs to be addressed.
This definition has both an objective component and a subjective component.
Examples can include:
hh Anti social behavior

hh Poverty
hh Drug and alcohol abuse
hh Economic Deprivation
hh Unemployment
hh Sexual abuse
hh Early pregnancy
hh Animal abuse
Módulo No 08 53
pp Discuss with your partner what are social problems and political ideas from Honduras.
Write in your own words a short paragraph about what you do understand about Social
problems and political ideas.
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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FREQUENTLY ASKED QUESTIONS
Read the following common questions.
1. How was your day?

2. Can you tell me a little about yourself?
3. What do you know about politics?
4. Why do you think about poverty?
5. Are you planning on having children?
6. What are your greatest professional strengths?
7. What do you consider to be your weaknesses?
8. Can you explain why you changed career paths?
9. Tell me about a challenge or conflict you’ve faced at work, and how you dealt with it.
10. Where do you see yourself in five years?
11. What’s your dream job?
12. Do you like any sport?
13. How do you deal with pressure or stressful situations?
14. Why were you angry today?
15. If you were an animal, which one would you want to be?
16. What type of work environment do you prefer?
17. What do you like to do on your free time?
18. How can you identify a good leader?
Work with a partner and make an interview with 11 questions from the ones listed
before.
Write the answers in the blank spaces below.
1. _________________________________________________________________________
_________________________________________________________________________
Módulo No 08 55
2. _________________________________________________________________________
_________________________________________________________________________
3. _________________________________________________________________________
_________________________________________________________________________
4. _________________________________________________________________________
_________________________________________________________________________
5. _________________________________________________________________________
_________________________________________________________________________
6. _________________________________________________________________________
_________________________________________________________________________
7. _________________________________________________________________________
_________________________________________________________________________
8. _________________________________________________________________________
_________________________________________________________________________
9 _________________________________________________________________________
_________________________________________________________________________
10. _________________________________________________________________________
_________________________________________________________________________
11. _________________________________________________________________________
_________________________________________________________________________
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GLOBAL ISSUES
Read the following Global Problems.
Africa
The UN system plays a crucial role in coordinating
assistance of all kinds — to help Africa help itself.
From promoting the development of democratic
institutions, to the establishment of peace between
warring nations, the UN is present on the ground
supporting economic and social development and
the promotion and protection of human rights.
AID
New HIV infections have fallen by 35% since 2000
(by 58% among children) and AIDS-related deaths
have fallen by 42% since the peak in 2004. The
global response to HIV has averted 30 million new
HIV infections and nearly 8 million AIDS-related
deaths since 2000. The UN family has been in the
vanguard of this progress.
Climate change
Climate change is one of the major challenges of our
time. From shifting weather patterns that threaten
food production, to rising sea levels that increase the
risk of catastrophic flooding, the impacts of climate
change are global in scope and unprecedented in
scale.
Ending poverty
While global poverty rates have been cut by more
than half since 2000, one in ten people in developing
regions still lives on less than US$1.90 a day - the
internationally agreed poverty line, and millions of
others live on slightly more than this daily amount.
Módulo No 08 57
Migration
Since the earliest times, humanity has been on the
move. Today, more people than ever before live in
a country other than the one in which they were
born.
Water
Fresh water sustains human life and is vital for
human health. There is enough fresh water for
everyone on Earth. However, due to bad economics
or poor infrastructure, millions of people (most of
them children) die from diseases associated with
inadequate water supply, sanitation and hygiene.
HOW TO CREATE A PROPOSAL TO SOLVE A SOCIAL PROBLEM
There are many things you will need to cover in your proposal letter. Each
different part has a purpose, and altogether they should set out clearly the
reason for the letter. Here are five sections that need to be included:
pp Introduction. This should grab the attention of the reader. Take this part to establish your
agreement about the issue and begin to set the tone for the next section.
pp What is the problem? Define the problem you are working on and what would happen if it
is not resolved. This should be stated clearly and concisely to convince the reader that what
you are proposing is necessary.
pp How will you solve the problem? What this section includes will vary depending on the
type of proposal, but it will be the most important part of the document. When describing
your proposed solution, any supplemental information can be added as annexes to the
document.
pp Conclusion. It needs to sum up the major points from your document and leave your reader
with a good final impression.
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pp Discuss with a partner about the global issues.
Choose one of the issues and propose a solution.
Write at least 10 sentences and share it with your classmates.
___________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
Módulo No 08 59
AGREE OR DESAGREE
Examples of the use of agreement or disagreement.

Statements are based upon a point of view, but it is your decision
to agree or disagree.
Examples
.. I agree with you.
.. I disagree with you.
.. I don’t agree with you.
.. Q: Do you agree with me?
A: Yes, I do.
.. Q: Does Pedro agree with you?
A: No, he doesn’t.
Even you agree

or disagree, always
explain why.
pp Read the following Statement

The global Warming is affecting the whole world. Those countries who
consume more electricity and abuse from the use of fuels are affecting us.
pp Answer:
I agree, with you because it afects all of us not only the country who have
high levels of consume of electricity and fuels.
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Work with a partner and discuss the proposal they did.

Copy your partner proposal with the tittle.
__________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
______________________________________________________________________________
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Answer if you agree or disagree. REMEMBER TO EXPLAIN WHY.
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CARDINAL POINTS
The four equal divisions - Northeast, Southeast, Southwest and Northwest - are called Primary
InterCardinal directions.
Additional subdivisions indicated on the compass rose, between the Cardinal and Primary
InterCardinal directions are in fact called Secondary InterCardinal directions, but they are
hardly ever used. Example: North-Northeast.
The Compass Rose can be traced back to early nautical times, and its primary purpose was
to display the cardinal directions in a readable and usable format. Elaborate versions of the
Compass Rose exist in and on historic atlases and maps, similar to the sample below.
Look at the picture of the cardinal points.
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Look at the map of Honduras and answer the questions according to the directions using the
Compass Rose.
Where is Gracias a Dios? It’s to the East part of Honduras.
It’s at the ____________ part of Honduras.

Where is San Pedro Sula?
It’s to the ____________ of Honduras.

Where is Choluteca?
It’s at the ____________ part of Honduras.

Where is Ocotepeque?
Where is Lempira? It’s at the ____________ part of Honduras.
Where is Colon? It’s at the ____________ part of Honduras.
Where is El Paraiso? It’s at the ____________ part of Honduras.
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SIMPLE WAYS TO GIVE AN ADVISE
Read the different ways to give an advise.
1 Use a modal verb

There are two modal verbs we often use for giving advice: ‘should’ and ‘ought to’. Both mean
the same thing but work in slightly different ways. Let’s look at some examples.
You should do more exercise.
You shouldn’t drink so much beer.
As you can see above, after ‘should’ we use an infinitive without ‘to’
You ought to do more exercise.
You ought not to drink so much beer.
Unlike ‘should’, we always use ‘to’ in ‘ought to’ for giving advice.
2 Make it into a question

To make advice less direct, we can use a question to make the person we are advising consider
about the advice we are giving them.
Why don’t you do some more exercise?
How about doing some more exercise?
With the question ‘Why don’t you…?’ we use an infinitive without ‘to’. When we use ‘How
about…?’ to make a question, we use a gerund after it.
3 Put yourself in the person’s position

If someone is asking for your advice, sometimes it’s useful to imagine yourself being in that
person’s position. This is a good way to explain your advice, too.
If I were you, I would do more exercise.
If I were you, I wouldn’t do more exercise.
Remember to use an infinitive after ‘would’ and not ‘to’.

To make this negative, put ‘not’ after ‘would’.
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4 Make a suggestion
A suggestion or recommendation is another good way of giving advice
that isn’t to direct. You can use the words ‘suggest’ or ‘recommend’
as in the example below.
I would suggest doing more exercise.
I would recommend doing more exercise.
I wouldn’t suggest doing more exercise.
I wouldn’t recommend doing more exercise.
Use ‘verb+ing’ after ‘suggest’ or ‘recommend’ to explain your
advice to the listener. To make these negative, put ‘not’ before your
‘verb+ing’.
Write a positive and negative advise to a friend about a PIZZA RESTAURANT.
POSITIVE
NEGATIVE
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MOST DANGEROUS ANIMALS IN THE WORLD
Sharks
Shark attacks are pretty rare. In 2014, there were just
three deaths globally related to shark attacks, and in 2015,
there were six, which is about the average.
Wolves
Wolf attacks are not common in many parts of the world
where wolves live.

A review of wolf attacks found that very few happened in the
50 years leading up to 2002 in Europe and North America,
though there were a few hundred reported over the course
of two decades in some regions of India, averaging out to
close to 10 per year.
Lions
Estimates for lion-related deaths also vary year-to-year. A
2005 study found that since 1990, lions have killed 563
people in Tanzania alone, an average of about 22 a year.

Additional deaths likely occur outside of Tanzania, but it’s
difficult to find a concrete global number.
Tapeworms
Moving to parasites, the tapeworm is responsible for an
infection called cysticerosis that kills an estimated 700
people a year.
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Elephants
Elephants are also responsible for a number of deaths per year
- a 2005 National Geographic article said that 500 people a
year are killed in elephant attacks.
Far more elephants have been killed by people.
Hippopotamuses
For a long time, hippos were considered the most deadly
animal in Africa. Hippos are known for being aggressive
toward humans, including tipping over boats.
Crocodiles
Crocodiles are now considered the large animal responsible
for the most human deaths in Africa, according to the Food
and Agricultural Organization of the United Nations, though
concrete numbers are tricky to gather.
Tsetse flies
The tsetse fly transmits a disease called sleeping sickness, a
parasitic infection that at first can lead to headaches, fever,
joint pain, and itchiness, but later can lead to some serious
neurological problems. The number of deaths has been
decreasing.
With about 10,000 new cases now reported each year, the
estimated number of annual deaths is likely on the decline as
well.
Snakes
Snake bites kill more than 100,000 people a year as of
2015. Worse still, there’s a troubling shortage of an essential
antivenom.
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Mosquitoes
Mosquitoes - the pesky bugs that suck blood and transmit
viruses from person to person - are responsible for the most
animal-related deaths.
Malaria by itself is responsible for more than half of

mosquito-related deaths, predominantly in sub-Saharan
Africa, though it’s on the decline: The incidence of malaria
fell by 37 percent between 2000 and 2015, according to
the World Health Organization.
Dengue fever, another mosquito-borne disease, has become

a leading cause of hospitalization and death among children
in some Asian and Latin-American countries.
Deer Tick
The deer tick is the major reason for infecting people with
lyme disease, we’re talking about thousands of people every
year. Lyme disease starts with a small rash around the tick
bite and developed into headaches and heart problems.
Later on the infected body will have stiff joints and a lot of
pain, however few people have died from this disease but
the pain and suffering it cause is extreme, no wonder it
made this list of most dangerous bugs.
Black Widow
Everyone knows the Black Widow spider and how dangerous
it is. When the spider bites you need to get medical attention
ASAP or you could actually die from the venom. However,
if you receive a toxin as soon as possible, the bite will end
with nothing more than mediocre pain.
Army Ants
Now we’re getting serious, before you laugh at us, know
that army ants are really dangerous bugs. Unlike other ant
types, these are predators that actively seek prey and food,
they build small colonies everywhere they go and prey on
insects and other small species. Fun fact - The army ants
can actually consume half a million animals each day if the
entire colony goes on the hunt. Talk about a dangerous bug
right?
Módulo No 08 69
Yellow Jackets
You do not want to piss off this bug. While you might think
it’s just a little bee, know that the German Yellow Jacket
found in North America is an aggressive bug that can sting
you multiple times and cause a lot of pain. They will even go
to mark their provokers and pursue them to attack. Watch
out from this one.
Parasitic Worms
These little worms can cause a lot of pain. The worms are
known to be part of a eukaryotic parasite that feeds on the
blood of its host. Most of the time they will sit inside your
stomach and cause you vomiting, nausea and other unpleasant
issues.
The Black Spitting Thick Tail Scorpion

Just by its name you already know not to mess with it right?
Not typically a bug, but most dangerous for sure. One of the
most dangerous types of scorpions, usually found in South
Africa in desserts and best recognise because of their thick
tails that can spit venom. If you are hit with hit, it will cause
extreme pain, paralysis and even death, so beware of this bug
at all cost.
Puss Caterpillars
Don’t be fooled by the lovable appearance of this bug, it may
look like a cuddle kitten you want to pet so bad, but if your
skin touches the spikes of the fur, a powerful venom will be
released that will cause you pain, numbness and even chest
pain and difficulty breathing. So watch out.
Bed bugs - The worst bugs in the world

What hasn’t been said about these bugs already? Everyone
knows them, and hate them. While the bites of the bed
bugs won’t cause any serious injury or be life threatening,
they usually cause a psychological damage and are just so
irritating.
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House centipedes
House Centipedes can be found in almost every house.
You’ve seen one right? Their venom claws are a killer and
when they bite you, it will hurt really bad causing the area
to swell drastically that will last for days.
Assassin bugs
Usually found in the poor areas of the Americas, these
parasites can infect humans with Chagas disease among
others and is recommended to stay away from it as
possible.
Bullet Ants
These ants got their name for a reason. It has been said
that when a bullet ant bites you, it feels like you have been
shot by a gun - Yes, that painful, and it can last for up to a
full day after, so you better watch out from this dangerous
bug like you would from a loaded gun.
Dorylus Ants
Similar to the army ants we mentioned before, these bugs
move in colonies and can easily take down a small animals
when they attack it together. Not so dangerous to human
though, but their bite is pretty painful.
The Brazilian Wandering Spider

In 2010 this spider was considered the most venomous
spider in the world and had the strongest toxin. Can be
found in tropical areas around South and Central America.
The spider is defensive so it won’t attack out of the blue
unless feeling threatened.
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Africanized Honey bee
You might known them as killer bees, and their name lives up
to the hype. They will invade other types of bee hives and kill
their queen only to set up shop inside with their own queen.
They can kill humans if they attack one with large numbers as
their toxin is strong. Never mess with an angry bee.
Rat Fleas
As the name implies, the rat fleas can usually be found on
rodents and can transfer life threatening diseases to humans.
They can host tapeworms and transmit dangerous diseases
with their eggs.
Fire Ants
It’s easy to spot a fire ant because of its red brownish color.
When they bite it will hurt, they release formed acid on the
host that could cause pain and in severe cases even death.
Anopheles Mosquito
This little bug is responsible for so many deaths by transmitting
the malaria disease. Epidemics and these mosquitos go hand
in hand, watch out from this one.
Tsetse fly
Have you heard of sleeping sickness? Well, this fly causes
it. Sometimes referred to as tiktik flies, these bugs can feed
on the blood of animals and the chemical they carry called
trypanosome is dangerous to humans as well.
Brown Recluse
This is the second spider that made our list of the most
dangerous bugs in the world, unlike the black widow, this
spider doesn’t release toxins but its bite can destroy tissues
which will take months to heal. And oh yeah, it’s painful AF.
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The asian hornet ( Giant Japanese )
Could be the deadliest of all the bugs on this list, the Asian
hornet is not an aggressive bee, but if provoked it will
attack and its venom will attack your nervous system and
can kill you with just one sting. If you’re in the Japan area,
look out from bees.
Tarantula spider
Another spider to make the list, while its venom is not
really deadly, a tarantula bite will hurt like hell. Tarantulas
can live to be 30 years old and reach a size of a pizza slice.
Which is big enough to scare us.
Arizona Bark Scorpions

The Arizona Bark Scorpion is the most deadliest scorpion
in North America. You can find this fellow in Southwest
America and Southern Utah. If you get bitten by this
scorpion you will vomit, experience extreme pain and
numbness. Although dying from its bite is unlikely, elderly
and young children are more at risk.
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pp Write a personal or a family member experience with any of these animals.
Explain how, where, when happened.
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BEAUTIFUL THINGS IN THE WORLD
Sunsets Architecture
Stately homes, country houses, palaces are
all beautiful. I love the history surrounding
medieval churches.
Family
Stars
The light up the night. A sign of hope among
darkness
Books
Rainbows
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Unity Language
Space
Food
The Northern Lights Animals
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Mountains Snow
New Experiences
TV
You can get stuck in a whole of addictive

movies or series.
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Make a list of your favorite Things in the World and describe why they are your favorites.
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AUTOEVALUATION
WORKBOOK UNIT 3
Write
Instruction
Write a proposal to solve Public Education in Honduras.
Education Problems in Honduras
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Read and write
Instruction
Read the statement and answer if you agree or disagree and explain why.
Rights of the child

In July 2017, the Honduran Congress unanimously passed a bill making all child marriage
illegal. The new bill replaces legislation that previously allowed for girls to marry at 16 with
permission from family. According to UNICEF, a third of Honduran girls are married before
18.
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Write
Instruction
Look at the map below and complete the sentences using the Cardinal Points.
1. What country is west of Venezuela? 4. What country is north of Brazil?

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2. What country is south of Bolivia? 5. What county is north of Peru?

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3. What country is east of Chile? 6. What country is north of Argentina?

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WORKBOOK UNIT 4
Reading
Different types of books

How to describe a book
Steps to enjoy reading
Writing a book
Helping others
Planning an event
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Reading
WORKBOOK Objective
UNIT 4 Use reading in English for entertainment and how
to achieve an objective, according to the specifica-
tions given.
DIFFERENT TYPES OF BOOKS
Biographies - Historical figures, sports and television icons are widely available in a variety of
difficulty levels.
Anthology - An anthology is a collection of poems, or stories, or plays, or any other pieces of
writing chosen by the compiler.
Myths, legends, fables and folktales - Are types of stories originally passed by word-of-mouth,
but are now found in writing. They vary in their subject matter, from explaining the natural
world and delivering life lessons, to exaggerated events and people grounded in history.
Audio book - An audio book is a recording of a text designed for different purposes. There
are many audio books designed for teaching different languages by enhancing listening skills
whereas, other audio books contain humorous content for relaxation.
Realistic literature - This type of book features real life problems that people may be experiencing
themselves, such as going to a new school, being bullied, or welcoming home a new baby. There
are even picture books of realistic fiction that deal with very sensitive issues like divorce or
death.
Comic book - A comic book or a comic magazine represents a story in strips. Such books contain
art to describe individual scenes for the story progression.
Novel - an extended work in prose, either fictitious or partly so, dealing with character, action,
thought, etc, esp in the form of a story.
Illustrated novel - The text format of an illustrated book is generally standard. The text of such
books is complemented by pictures on the same page or on a separate page in order to represent
a story.
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HOW TO DESCRIBE A BOOK
Adjectives Negative Words Phrases

absorbing redundant I was sorry to see the story end
acclaimed arrogant is a character worth knowing
accomplished average a account of
adventurous obvious a romp through
ambitious offensive a book to be read again and again
charismatic silly a charismatic hero
coherent boring a cornucopia of and
comic childish a great book and a fast read
literal cliché a literary masterpiece
meaningful common a long and meaningful meditation on
complex failure a novel that never fails to
conceptual forced a passionate historical/semiautobiographical/
personal account of
narrative tragic a plot fueled by certitude
contemporary frustrating a story with a great premise
controversial unsatisfactory a stunning achievement
profound grating a terrific read
provoking overrated a work that left me better than I was before
reading it
pure hollow an excellent new kind of narrative
realistic horrible an exploration of many themes of modern
recommended implausible I was sorry to see the story end
refined poor written for the audience
refreshing inconsistent written with great compassion
relevant inexperienced written with precision
remarkable innocuous you will love it from beginning to end
researched insincere you won’t be able to put the book dow
original intimidating a book to be read again and again
Inspirational irrelevant a fascinating literary hybrid of part and part
Interesting irritating a great book and a fast read
Tragic So- so a literary masterpiece
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STEPS TO ENJOY READING
1 Pick the right book. What is your favorite

genre? Reading what you like is often the key
to liking reading. If you don’t like chocolate
cake, it doesn’t mean you don’t like all types
of cake. It’s the same with reading.
2 Ask your friends and family about their favorite

books. You can start learning about different
varieties of books, and this can give you some
ideas on where to look. Also, ask what these
other people like about reading, and why that
is.
3 Read the book about your favorite movie

lot of times, a movie is based on a book and
. A
because the screen version can only be so long,

by reading the book, you get more details!
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4 Find a comfier place to read. If you’re always
itchy or achy while reading, you probably won’t
enjoy your book! Choose a clean, quiet area that
will be easy to focus in.
5
Relax. Take a couple of deep breaths before
reading and have something hot to drink near
you. Relaxing is a great way to enjoy lots of
things.
hh If you’re having a hard time finding a quiet
place, try a backyard or park. The outdoors
are always great.
6 Understand what you are reading. Find a reading

level for you. If you don’t know the words or
expressions, you will find the book very dull and
frustrating.
7 Connect with the story. Ask yourself what each

character enjoys doing the most. Try connecting
it to you by comparing your hobbies, talents,
likes, and dislikes. Also, think if you would
change the character at all.
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8 Plan time for reading
. Keep everything balanced
so you have time to read a little bit at least.
You can never enjoy reading if you never do
it.
9 Set goals. Try reading one page every day for a

week and challenge yourself to read two pages
the next! Work your way up until you’re at a
comfortable amount of time for you.
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How do you read?
Write about your reading:

pp Write the Name of your favorite book and describe it.
pp Describe what type of book is.
pp Use adjectives, negative words and phrases used to describe a book.
pp Describe what steps do you use.
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WRITING A BOOK
Phase 1: Getting started
We all have to start somewhere. With writing a book, the first phase is made up of four parts:
Decide what the book is about

1. Good writing is always about something. Write the argument of your book in a sentence,
then stretch that out to a paragraph, and then to a one-page outline. After that, write
a table of contents to help guide you as you write, then break each chapter into a few
sections. Think of your book in terms of beginning, middle, and end. Anything more
complicated will get you lost.
Set a daily word count goal

2. You just need to write often. Setting a daily goal will give you something to aim for.
Make it small and attainable so that you can hit your goal each day and start building
momentum.
Set a time to work on your book every day

3. Consistency makes creativity easier. You need a daily deadline to do your work — that’s
how you’ll finish writing a book. Feel free to take a day off, if you want, but schedule that
ahead of time. Setting a daily deadline and regular writing time will ensure that you don’t
have to think about when you will write. When it’s time to write, it’s time to write.
Write in the same place every time

4. It doesn’t matter if it’s a desk or a restaurant or the kitchen table. It just needs to be
different from where you do other activities. Make your writing location a special space,
so that when you enter it, you’re ready to work.
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Phase 2: Doing the work
Now, it’s time to get down to business. Here, we are going to focus on the next three tips to help
you get the book done:
Set a total word count

5. Begin with the end in mind. Once you’ve started writing, you need a total word count for
your book. Think in terms of 10-thousand work increments and break each chapter into
roughly equal lengths. Here are some general guiding principles:
££ 10,000 words = a pamphlet or business white paper. Read time = 30-60 minutes.
££ 20,000 words = short eBook or manifesto. The Communist Manifesto is an example
of this, at about 18,000 words. Read time = 1-2 hours.
££ 40,000–60,000 words = standard nonfiction book / novella. The Great Gatsby is an
example of this. Read time = three to four hours.
££ 60,000–80,000 words = long nonfiction book / standard-length novel. Most Malcolm
Gladwell books fit in this range. Read time = four to six hours.
££ 80,000 words–100,000 words = very long nonfiction book / long novel. The Four-
Hour Work Week falls in this range.
££ 100,000+ words = epic-length novel / academic book / biography. Read time = six
to eight hours. The Steve Jobs biography would fit this category.
Give yourself weekly deadlines

6. You need a weekly goal. Make it a word count to keep things objective. Celebrate the
progress you’ve made while still being honest about how much work is left to do. You need
to have something to aim for and a way to measure yourself. This is the only way I ever
get any work done: with a deadline
Get early feedback

7. Nothing stings worse than writing a book and then
having to rewrite it, because you didn’t let anyone
look at it. Have a few trusted advisers to help you
discern what’s worth writing. These can be friends,
editors, family. Just try to find someone who will give
you honest feedback early on to make sure you’re
headed in the right direction.
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Phase 3: Finishing
How do you know when you’re done? Short answer: you don’t. Not really. So here’s what you do
to end this book-writing process well:
Commit to shipping
8. No matter what, finish the book. Set a deadline or have one set for you. Then release it
to the world. Send it to the publisher, release it on Amazon, do whatever you need to do
to get it in front of people. Just don’t put it in your drawer. The worst thing would be for
you to quit once this thing is written. That won’t make you do your best work and it won’t
allow you to share your ideas with the world.
Embrace failure
9. As you approach the end of this project, know that this will be hard and you will most
certainly mess up. Just be okay with failing, and give yourself grace. That’s what will
sustain you — the determination to continue, not your elusive standards of perfection.
Write another book

10.Most authors are embarrassed by their first book. I certainly was. But without that first
book, you will never learn the lessons you might otherwise miss out on. So, put your
work out there, fail early, and try again. This is the only way you get better. You have to
practice, which means you have to keep writing.
Every writer started somewhere, and most of them started by squeezing their writing into
the cracks of their daily lives. That’s how I began, and it may be where you begin, as well.
The ones who make it are the ones who show up day after day. You can do the same.
The reason most people never finish their books

Every year, millions of books go unfinished. Books that could have helped people, brought
beauty or wisdom into the world. But they never came to be. And in one way or another,
the reason is always the same: the author quit.
T
H
E N D
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Write a short Story. Remember the steps before starting a writing.
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HELPING OTHERS
Too often the trend in our society is for people to be separated from either other, to be cut off
from the great mass of humanity, and in doing so to be dehumanized a little bit more with each
step.
Benefits of helping others

1. It makes you feel better about yourself;
2. It connects you with another person, at least for a
moment, if not for life;
3. It improves the life of another, at least a little;
4. It makes the world a better place, one little step at
a time;
5. And if that kindness is passed on, it can multiply,
and multipy.
So take just a few minutes today, and do a kindness for another person. It can be
something small, or the start of something big. Ask them to pay it forward. Put a
smile on someone’s face.
Easy things in which you could help others

1. Smile and be friendly. Sometimes a simple little thing like this can put a smile and warm
feeling in someone else’s heart and make their day a little better. They might then do the
same for others.
2. Call a charity to volunteer. You don’t have to go to a soup kitchen today. Just look up
the number, make the call, and make an appointment to volunteer sometime in the next
month. It can be whatever charity you like. Volunteering is one of the most amazing things
you can do.
3. Donate something you don’t use. Or a whole box of somethings. Drop them off at a charity
— others can put your clutter to good use.
4. Stop to help. The next time you see someone pulled over with a flat tire, or somehow in
need of help, stop and ask how you can help. Sometimes all they need is a push, or the use
of your cell phone.
5. Teach. Take the time to teach someone a skill you know. This could be teaching your
grandma to use email, teaching your child to ride a bike, teaching your co-worker a
valuable computer skill, teaching your spouse how to clean the darn toilet. OK, that last
one doesn’t count.
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6. Comfort someone in grief. Often a hug, a helpful hand, a kind word, a listening ear, will go
a long way when someone has lost a loved one or suffered some similar loss or tragedy.
7. Buy food for a homeless person. Cash is often a bad idea if it’s going to be used for drugs
but buying a sandwich and chips or something like that is a good gesture. Be respectful
and friendly.
8. Lend your ear. Often someone who is sad, depressed, angry, or frustrated just needs someone
who will listen. Venting and talking through an issue is a huge help.
9. Help someone on the edge. If someone is suicidal, urge them to get help. If they don’t, call
a suicide hotline or doctor yourself to get advice.
10. Help someone get active. A person in your life who wants to get healthy might need a
helping hand — offer to go walking or running together, to join a gym together. Once they
get started, it can have profound effects.
11. Send a nice text, message or email.Just a quick note telling someone how much you
appreciate them, or how proud you are of them, or just saying thank you for something
they did.
12. Show appreciation, publicly. Praising someone on a blog, in front of coworkers, in front
of family, or in some other public way, is a great way to make them feel better about
themselves.
13. Be patient. Sometimes people can have difficulty understanding things or learning to do
something right. Learn to be patient with them.
Módulo No 08 95
Share at least 5 times you have helped someone and share with your classmates.
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PLANNING AN EVENT
An event can be described as a public assembly for

the purpose of celebration, education, marketing or
reunion. Events can be classified on the basis of
their size, type and context.
You can plan an event by following this steps:
1. Decide what type of event is right for you.

,, Talk to friends, family and others you trust to get ideas.Take a look at our list of event
suggestions or contact us to discuss.
,, Think about who you would like to have participate/attend your event – your target
audience.
,, Keep it simple – hosting an event can be very time consuming.
2. Choose a date!
,, Think about how much time you need to plan your event
,, Consider the time of year and weather conditions if it is an outdoor event
,, Think about other community events or major holidays that may impact attendance at
your event
,, Remember your target audience when deciding on the event and time.
3. Recruit help
,, Look to friends, family, school mates to help with the planning and rollout of the event.
,, Think about your volunteers strengths and how they can contribute to your goals when
assigning tasks/duties.
,, Assign duties to individuals to make sure everyone knows what is expected of them
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4. Promote your Event
,, Think about how you want people to know about your event or if its only for your friends
and family let them know personaly or via message, post, text etc.
,, Flyers, posters, brochures, tickets, email, twitter and facebook are all great ways to tell
your contacts about your event.
5. Plan the event logistics!

,, Whether big or small, some planning will be needed to run a successful event
,, Event day is always hectic – making sure you have enough people on hand to help and
clearly defined jobs will make the day run smoother.
,, It is always helpful to have a timeline that shows all the items of the event, when they
happen and what you need for it to run successfully.
6. Thank Everyone
,, This is THE KEY to making your event successful.
,, Acknowledge everyone who participated in your event, let them know how much their
support meant to you and how much you have appreciated their help.
7. Congratulate yourself
,, Taking on the challenge of hosting your own event has its challenges and recognize the
effort and time commitment you make. THANK YOU!
,, Your commitment to being creative, having fun while supporting an event makes you an
amazing person!
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Work with the instructions given on how to plan an event. Imagine you will do a
Graduation party for a friend.
How would you plann it using the 7 steps.

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AUTOEVALUATION
WORKBOOK UNIT 4
Reading
Read
Instruction
Read the following paragraph.
Christmas Time
Waking up Christmas morning as a 6-12-year-old.
Those 6 mornings were just freaking magical. I don’t think anything can
touch the pure, unadulterated happiness. It is just like a different sensation
from most of the other celebrations, it is special.
Sure, I had my wedding day, and I was very, very happy, but there’s always a
tinge of grown up worry, you know? Maybe she won’t show, or maybe someone
will do something dumb, or maybe it won’t work out in the long run.
But those Christmas mornings were pure. There was no worry. No sadness.
There was just Christmas.
Write
Instruction: Write in a short paragraph a brief description about Christmas Time.
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Instruction
Write a short Biography about you.
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Write
Instruction
Plan an event and share it with a partner and check it. (remember to follow the steps to prepare
an event).
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Write your Partner Feedback from your event.
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FINAL AUTOEVALUATION
1 Instruction
Answer the questions.
What is a CALL CENTER?

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2 Instruction
Name 3 types of Call Center.
_______________________ _______________________ _______________________
3 Instruction
Write T if the sentence is true, and F if the sentence is false.
a. The United States is the second largest country in the world with a
population of more than 325 million. ................................................................... ( )
b. The United States is one of the most culturally diverse countries in
the world............................................................................................................. ( )
c. The contributions of civil rights leader Martin Luther King Jr. are
remembered on the fourth Monday in January....................................................... ( )
d. They consume large amounts of processed and fast foods such as hamburgers,
hot dogs, subs, etc............................................................................................... ( )
e. Americans tend to like close contact with others. . ................................................ ( )
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f. The Call Centre is committed to providing service excellence to our customers
while creating and maintaining a clean safe work environment for ourselves,
promoting respect, trust and tolerance of each other’s differences.......................... ( )
g. Every positive interaction a customer has with a company can turn them into
a bored customer. . .............................................................................................. ( )
h. Politics are the actions or activities concerned with achieving and using power
in a country or society. Are proposals for improvement in a society........................ ( )
4 Instruction
Write the correct personal pronoun in each sentence.
a. The agent said, ‘John, you’re a disrespectful employer. ______ don’t obey me.’
b. The boys were late on their training, ______ were not interested in learning.
c. ______ have a good guide. ______ really appreciate his help advised us to work harder.
d. My father told my mother, ‘______ want you to take call for assistance, the network is not
working since yesturday and ______ already pay what we owe about last month.
e. ______ is incredible, ______ is the third time I did not receive my products on time.
f. Carlos helped me yesturday with my car, but ______ wasted his money.
5 Write in your own words what is Responsible.

Instruction
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6 Instruction
Write the correct form of the verb TO BE (am/is/are)
a. The customer ______ waiting a respnse.

b. John and Mary ______ good friends.
c. The men ______ tired.
d. Those vehicles ______ slow-moving.
e. Those call centers ______ available 24/7.
f. They ______ working hard to finish it tomorrow.
Instruction
7 Write the correct form of the verb TO BE ( WAS. WERE)
a. Carlos ______n´t in the office at ten this morning.

b. They ______ on the Customer Office.
c. Today is Monday. Yesterday ______ Sunday.
d. Where ______ the Johnsons last weekend?
e. The elevator ______ out of order last night.
f. John ______ in New York the day before yesterday.
8
Instruction
Write a paragraph with a proposal about solving Poverty in Honduras.
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GLOSSARY
Absorbing - extremely interesting; deeply engrossing.
Agent - Also known as a telephone/customer service representative, an Agent deals with
customer interactions and contacts in the Call Center.
Book - a handwritten or printed work of fiction or nonfiction, usually on sheets of paper fastened
or bound together within covers.
Caller - a person who makes a telephone call or pays a brief visit
Call center – A physical location where a high volume of customer and other telephone calls
are handled by an organization, usually with some amount of computer automation. Call centers
typically provide voice only inbound, outbound and limited self-service customer interactions.
See also: Contact Center.
Call monitoring - A call center feature that lets managers listen in on agents’ calls in order to
improve agent performance.
Cash - a form of payment with bills or coins
Central office -The “local” phone office where the subscriber’s lines are connected to the
switching equipment.
Collections - provide a more flexible way to work with groups of objects than arrays.
Collection agency - A firm that is in the business of collecting overdue accounts.
Controversial - of, relating to, or characteristic of controversy, or prolonged public dispute,
debate, or contention; polemical
Coaching - communicating with someone for the direct purpose of improving the person’s on-
the-job performance or behavior
Courteous - polite and gracious; considerate toward others; well-mannered
Customer - a person who purchases goods or services from another; buyer; patron.
Customer Service - who Works on behalf of and for the satisfaction of a customer.
Credit card -A plastic card used to make purchases now and pay for them later.
Dangerous - full of danger or risk; causing danger;perilous; risky; hazardous; unsafe.
Módulo No 08 107
Database – A structured set of files, records, or tables. Often abbreviated DB. A collection of
information organized in such a way that a computer program can quickly select desired pieces
of data. You can think of a database as an electronic filing system.
Dissatisfied -not content or happy with something.
Expired - out of date
Failure - nonperformance of something due, required, or expected
Feedback - the transmission of evaluative or corrective information about an action, event, or
process to the original or controlling source.
Fix - a difficult or awkward situation from which it is hard to extricate oneself; a predicament.
Frusrate - to make (plans, efforts, etc.) worthless or of no avail; defeat; nullify.
Incentive - A positive or negative environmental stimulus that motivates behavior.
Interactions – the way in which customers engage with your organization after selecting the
communication channel of their choice. Interactions can be self-service orientated and can
include navigating an IVR, leaving a voicemail, or filling out a web form to send an email.
Interactions can also be human or agent oriented to include Chat sessions, talking to a live
representative, or face-to-face video calls. Each interaction point—whether human or self-
service—will have a different perceived value and unique organizational cost associated to it.
Issue - a point in question or a matter that is in dispute, as between contending parties in an
action at law, matter, or dispute, the decision of which is of special or public importance:
Leader - a person or thing that leads, a guiding or directing head, as of an army, movement, or
political group.
Operator - a person who operates a machine, apparatus, or the like.
Politics - the science or art of political government.
Representative - a person chosen or appointed to act or speak for another or others
Sales - charges made on purchases of goods and services Social - relating to, devoted to, or
characterized byfriendly companionship or relations
Service level - a measure of how well the objective of meeting customer demand is met
Shipping - to put or take on board a ship or other means of transportation; to send or transport
by ship, rail, truck, plane, etc.
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Support - to bear or hold up (a load, mass, structure, part, etc.); serve as a foundation for.or
sustain, withstand (weight, pressure, strain, etc.) without giving way; serve as a prop for.
Troubleshoot -analyse and solve serious problems for a company or other organization.touch
tone phone automated voice response system
Training - to make proficient by instruction and practice, as in some art, profession, or work,
the process of learning the skills that you need to do a job
Technical support - a service provided by a hardware or software company which provides
registered users with help and advice about their products
Warranty - a written guarantee given to the purchaser of a new appliance, automobile, or other
item by the manufacturer or dealer, usually specifying that the manufacturer will make any
Módulo No 08 109
repairs or replace defective parts free of charge for a stated period of time.
BIBLIOGR APHY
Blog Language. (2015). Verb to be: present, past, and future. Miami School. Estados
Unidos.
Blog. (2016). Why Are Call Centers Important to Your Business?. Estados Unidos.
Diccionario. (2001). Diccionario de modismos verbales en inglés y español. Herder
Editorial. Barcelona.
Blog. (2009). The Ethics of Handling Customer Calls. The Ethics of Handling Customer
Calls.
Hunter, León. (2016). Traducción español-inglés. Recursos para traductores.
National Geographic Headquarters. Cardinal Directions and Maps. Washington, D.C.
117th Street NW. Estados Unidos.
Océano. (1991). Enciclopedia autodidáctica Océano: lengua y humanidades. Volumen 1.
(Versión Electrónica). Bogotá, Colombia.
Using English.(2002). Página Digital para docentes. (Versión Electrónica)
Ramsey Lidia (2018). These Are The Top 15 Deadliest Animals on Earth. Science alert.
Estados Unidos.
USA Guide (2017). American Culture and Society.
Zimmermann Kim Ann. (2016). American Culture: Traditions and Customs of the United
States. Live Science. Estados Unidos.
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OCUPACIÓN:

INGLES PARA CALL CENTER CÓDIGO:

Tegucigalpa M.D.C. Diciembre 2018

En lo referente a la reproducción total o traducción de dichas publicaciones, deberá dirigirse la correspondiente

Coordinación técnico metodológica:

Elaboración de contenido técnico:

Diseño y diagramación: I. Tit.

M-01 Orientación ocupacional y habilidades para la vida.

M-08 Inglés para Call Center I

M-10 Inglés Conversacional Avanzado para Call Center

Complete each sentence

1. “ ___________ is she?” “She’s my friend from London”

2. 2. Jenny ___________ tired.

3. How many people ___________ in your family?

4. ___________ lots of animals in the zoo.

6. Where ___________ Sarah live?

7. ___________ to London on the train yesterday?

8. It’s Thursday today. Tomorrow it ___________ Friday.

9. Jack ___________ English, Spanish and a bit of French.

Germany Swedish Brown Snow

1. A. Where are you from?

4. A. I don’t like coffee

Types of call centers

1 In-house call center: The company owns and runs

2 Outsourced call center: The company hires

3 Offshore call center: A company has outsourced

WHY ARE CALL CENTERS IMPORTANT?

hh Customer service department

hh Accounts receivable department

The United States is the third largest country in the

North Americans celebrate their Presidents’ Day, marking the birthdays

As a result, the diet is one that is high in fat, salt,

The tendency towards ‘junk foods’ is cultural –

This is down to the United States communication

Plain and simple talk is very much valued in the

North Americans see coded, indirect communication

1. Write your full name and spell it letter by letter:

2. Write your teacher`s name and spell it:

3. Ask the name of three classmates, write it and spell it:

computer service customer support

pp Introduce one to each other

pp Introducing another person

What is the verb to be?

Yesterday Today Tomorrow

Use the verb to be in the present tense.

Examples of present tense:

EXAMPLES OF CONTRACTIONS USED IN THE VERB TO BE IN PRESENT TENSE:

I’m, You´re, He´s, She´s, It´s, We´re, They´re.

The negative form is expressed with the word NOT.

I am not ---- I´m not

Use the verb to be in the past tense.

Examples of past tense:

Use the correct form of the verb TO BE (WAS, WERE)

1) I _____ tired last night. 5) Julian _____ angry yesterday.

Use the verb to be in the future tense.

Examples of prense tense:

The simple future tense is used

My computer is not working. I (repair) will repair it next week.

1. The house is dirty. I (clean) _______________ it on Monday.

John is not at home today, but he will be at home tomorrow.

Circle the one that is NOT correct.

This are the Holidays/ Celebrations at the United States.

Write the sentences in NEGATIVE form using WASN´T or WEREN´T.

1) I _ tired last night. 5) Julian _ angry yesterday.