3 lessons

Presentation of myself

They present themselves (name, expectations of the specialty and where they wanna work?

Ask them how would they like to conduct the class?

Talking about unit 6. How far can you count?

Make some examples…

Make the listening page 14 and 15

Number game
Using a google app, some random numbers are going to be generated. Once the number is obtained, the
student will have to elaborate a sentence or phrase in context with the work environment or daily routine,
always including that number.

For example: 356

Today I received 356 calls.

3 lessons
Talking about unit 7. Phone numbers

Examples, clarifications

Make page 16, 17,18.

Role play
In pairs, choose a situation and reaction. Plan a role play where this situation is developed, always using
numbers and phone numbers to review the topic previously seen.

3 lessons
Presentation of the role play.
 Ordering food

Online shopping

Banking transaction

Technical support

Hotel Reservation

Job interview
Calm Angry
Hurry Flirty
Confused Wrong
Sad Anxious
 Call Center vocabulary and phrases

Hi this is [name] from the [name of the department/company]. How are you today?

Great to hear! I’m doing very well, thank you for asking. How can I assist you? / help you
today? / What can I do to help?

Sure / Not a problem, sir/ma’am. Can I get your full name/ phone number/ address / #
of order… to check in / make a review?

I apologize for any inconvenience. Let me transfer you to the [insert department name]
so they can help resolve the issue. 

Please hold for a second while I transfer you to [department or staff member].

Please hold for a moment while I get in touch with him/her. 

I am sorry, but [administrator/department] is the one who can handle your problem. Let
me put you through to them.

Can I put you on hold for a moment? 

Would you mind being on hold for a second while I check on this situation.

Thank you for waiting. 

If things went wrong

 I’m so sorry this has happened. Let me see if I find a way to fix things. 
 I’m so sorry. Can you tell me what happened so I can help?
 I’m really sorry that you weren’t happy with your purchase. Let’s see what we
can do to set things right. 
 I completely understand your frustration. I’d feel the same way. Can I please
have your order number so we can get to resolving this?
 I’m so sorry your order didn’t come in on time. Let me speak to my supervisor
to see what we can do for you. 

Wrapping Up

 Thank you for your call. Do you have any other questions or concerns? Great,
thank you. Have a nice day. 
  Thanks for using the 24-hour help service, and please feel free to reach out
to us if you need anything else. 
 I’m so glad we could help and that you found exactly what you were looking
for. 
 There might be something else I can help you with before I let you go.
 Again, so sorry about the mix-up. If you have any other issues with your re-
order, please let us know. Have a good day. 

Numbers you can use

Number of your credit card, CVV code, and expiration date. 

Telephone number
Zip code
Address
Age
Amount (dollars or colones)
Order #
…
In the table below we list the letter, the word representing the letter and the
pronunciation, of the international phonetic alphabet.

The NATO Phonetic Alphabet

Letter Phonic Word Pronunciation

A Alpha AL FAH

B Bravo BRAH VOH

C Charlie CHAR LEE

D Delta DEL TAH

E Echo ECK OH

F Foxtrot FOKS TROT

G Golf GOLF

H Hotel HO TELL

I India IN DEE AH

J Juliet JEW LEE ETT

K Kilo KEY LOH

L Lima LEE MAH

M Mike MIKE

N November NO VEM BER

O Oscar OSS CAH

P Papa PAH PAH

Q Quebec KEH BECK

R Romeo ROW ME OH

S Sierra SEE AIR RAH

T Tango TANG GO

U Uniform YOU NEE FORM

V Victor VIK TAH
W Whiskey WISS KEY

X X-ray ECKS RAY

Y Yankee YANG KEY

Z Zulu ZOO LOO