Programa de Inglés

para Call Center

MINEC-ITCA

LEVEL B1
 CENTRO DE CAPACITACION EN IDIOMAS

ITCA-FEPADE Specialized School of Engineering has a recognized academic

trajectory, a path supported by the effort and vision that gave way to the realization
of its founding objective: to promote training and human resources in El Salvador.
We are committed to academic quality, entrepreneurship, and the relevance of our
educational offering; therefore, we have developed an educational model that is
characterized by the constant innovation of the teaching-learning system, the
updating of technology and the training of teaching staff. . , for our students to obtain
the best opportunities in the labor market.

Day by day we continue to see beyond adversity, and we commit to working for
education, aimed at employability and productivity, because only with quality
education can we guarantee the progress of our country.

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 GENERAL OBJECTIVES OF THE LEVEL:

In this module, participants will acquire the competencies that are necessary to
provide quality service and to reflect on the soft skills they must develop to meet the
needs of customers and to establish a cordial relationship with them while performing
different customer service simulations analyzing and applying everything seen
during all the previous modules.
All the activities in these worksheets are oriented to complete tasks while developing
listening comprehension, speaking, writing, and reading.
Congratulations for being a participant of this program and for making your best effort
to become a competent English language speaker.

TABLE OF CONTENT

Units Competences Pages

Unit 1- Improve Your • Greet customers.

Customer Service • Describe a customer
experience. Page 5 to page 11
•

Unit 2- Going to the • Describe movie

movies preferences.
• Discuss preferences for Page 12 to page 15
movie genres.
•

Unit 3- Staying in a hotel • Talk about staying in a

hotel.
• Discuss how to check into
a hotel. Page 16 to page 23
• Describe how to take a
leave a message.
• Request housekeeping
service.

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Unit 4- Cars and Driving • Talk about bad habits of
customer service agents.
• Describe the exterior and
interior parts of a car. Page 24 to page 32
• Discuss how to rent a car.

Unit 5- personal care • Ask for something in a

products and appearance store.
• Request salon services.
• Describe how to make an Page 33 to page 40
appointment in a salon or
spa.

Unit 6- Eating well • Ordering food

• Make an excuse to
decline food. Page 41 to page 48
• Describe local dishes

Unit 7- About Personality • Get to know customer´s

personalities.
• Cheer someone up Page 49 to page 56
• Discuss personality and
its origin

Unit 8- The arts • Recommend a piece of

art.
• Ordering a piece of art Page 57 to page 64
• Talk about artistic talent

Unit 9- Technical • Troubleshoot a problem.

assistance • Compare product
features. Page 65 to page 72
• Describe how to use
computers

Unit 10-Ethic and values • Discuss ethical choices.

• Return someone else´s
Page 73 to page 80
property.
• Express personal values

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 UNIT 1

IMPROVE YOUR CUSTOMER SERVICE

CUSTOMER SERVICE VOCABULARY

Positive words Email support Inbound &

Live chat
service outbound Call
center

Activity 1: Greeting customers.

How do you greet when you receive an email?
How do you greet in a chat?
How do you greet in a call?
What should a strong greeting include?
Activity 2. Read and practice the following greetings.
A. Welcome to Lego customer service. My name is Kevin. How can I help you?
B. Good afternoon! You're through to Jonh Lewis. My name is Nancy. How may I
help you today?
C. Good afternoon. You're speaking to Abrham. How may I help you?
D. British Airways! How can I help you? Hello, good afternoon. Bryam from Auto
glass speaking. How can I help?
Activity 3. Discuss with your classmates.
a. Which ones include a warmly welcome?
b. Which of the greetings include the company´s name?
c. Which one brands the company?
d. Which of the greetings offer help?
Activity 4. Create 4 greetings and share them with your classmates. Use a
warm welcome, say your name, brand the company, and offer help.

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  Reinforce here technical
issues.https://www.liveworksheets.com/w/en/english-second-
language-esl/1207489
Activity 5. Listen to your teacher reading the conversation.
Paul: Luis, have you reported the issue to tech support?
Luis : Hi Paul. No, I haven’t. I have been busy all day.
Paul : So have I! I have sent a lot of emails today.
Luis : Same here. I have not had time today, and my team leader has not been
here today to report the problem to IT.
Paul : I see, I hope they fix it soon. My break is over, see you soon.
Luis : Ok Luis, see you then.

Present perfect tense

A present perfect tense is a verb form that expresses certain actions taken
place for once or more than once. Just a few moments ago.

Subject + have / has / + verb ( past participle) + object.

He has completed the mission.

Subject + have / has + not + verb ( past participle) + object

He has not completed the mission.

have / has + subject + verb ( past participle) + object ?

Has he completed the mission?
Base form Past simple Past participle
Be ( am / are /is) Was / were Been
Begin began Begun
Break Broke Broken
Build Built Built
Buy Bought Bought
Can Could Could
Choose Chose Chosen
Come Came Come
do did done

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Activity 6. Complete the sentences with the present perfect tense in
affirmative, negative, or interrogative. Use the verbs and hints in
parentheses.
1- I ______________(call) several times.
2- She ____________(take) calls for a long time.
3- My Boss _________________(not / be) here since Monday.
4- ________ you __________(take) your break?
5- The customer ______________(not / call) for a long time.
6- Ernesto ________________(reach) the monthly goal.
7- _____________________________________(your own idea)
Grammar The present perfect. Read the grammar chart.

Present perfect vs simple present

▪ Use the present perfect to report a recent event without giving a specific
time reference.
I've had a terrible experience at Tmart.
▪ Use the present perfect to report a repeated past event that could continue
into the present.
The customer service agents have gone to 3 trainings this year.
They have learned a lot about quality customer service so far.
▪ Use the present perfect to report an event that has an effect on the present
or is still relevant.
They have been more receptive since attending these events.
The company has had to send more agents to train this year.
▪ Use the simple past tense to report an event with specific time reference.
I started looking for a new store after that.
After my terrible experience, I went to the competitor.

Activity 7. Complete the story with the present perfect or simple past form of
the verbs in parentheses. Then compare answers with a partner.

A group of customer service agents have come (come) to a training around New
Haven. Yesterday we all 1. (share) ________________where we are from and 2.
(get) _________________ to know each other better. I 3. (memorize)
_________________ everyone’s name immediately because if not I would forget
them. We 4. (be) ____________________together only for a while, but it feels like
we are quickly becoming friends. It 5. (be) _______________nice to get to know
them. Hopefully their company 6. (have) __________________good results by
training people here. We 7. (learn) ______________ a lot these past few days.

 Reinforce here present perfect. present perfect exercises interactive

worksheet | Live Worksheets
 Present Perfect review activity | Live Worksheets

Activity 8. Think of 3 bad customer service situations that you have experienced
in the past.

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 Write down quick notes about them so you don’t forget them before the next
activity.
Activity:
Make two lines facing each other (sit in front of another person) you should be sitting
face to face for this activity.
Some students are As, and some are Bs:
• First, A students tell their first story about bad customer service of something that
has happened recently or that happened in the past.
• B students take notes about how customer service could have been better for that
situation.
• Change roles. Bs tell their story and as take notes about better customer service
options.
• After you have talked to 3 people, go back to your original seats.

LESSON 1

DESCRIBE A CUSTOMER EXPERIENCE VOCABULARY

Provide
Answer questions Resolve costumer problems troubleshooting steps.

Escalate problems Explain a bill Meet some metrics

Participial adjectives. Read and listen.

The call was The call was The resolution was The resolution was
satisfying dissatisfying confusing pleasing

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The agent was The agent was My service was My service was
gratifying. annoying. interesting. overwhelming.

Activity 1. Create a customer satisfaction survey in forms and pass the

survey to the class.
• Was the call answered on time?
• What has been the reason of your call?
• Which Troubleshooting steps has the agent provided you?
• Was the agent polite?
• Your own question ____________________?

Activity 2. Complete the chart. Write things you’ve done and things you
haven’t done but would like to do. Example:
Things I’ve done Things I’d like to
do
Assist someone Assisted someone
Work in a call center Things I’ve done Things I’d like to
do
Explain a bill
Be train on
Answer questions
Resolve costumers’ problems
Provide troubleshooting steps.
Escalate problems
Meet specific metrics.
LIST OF PARTICIPIAL ADJECTIVES

Verb Present Participle (-ing) Past Participle (-ed)

astonish astonishing astonished

bore boring bored

challenge challenging challenged
comfort comforting comforted
compel compelling compelled

depress depressing depressed

devastate devastating devastated

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 disappoint disappointing disappointed
excite exciting excited
inspire inspiring inspired

 Reinforce here participial adjectives. Participles as adjectives activity | Live

Worksheets
 Participial Adjectives worksheet | Live Worksheets
Activity 3. Read the conversation between an agent and a customer.
Agent: Hi, thank you for calling ___________ my name is __________, How can I
help you today?
Customer: Hello __________ I would like to ask you some questions about my
Phone service.
Agent: Sure, I will be glad to assist you. First, May I have your name please?
Customer: My name is ___________
Agent: Thank you so much Mr. / Ms. ____________. What information would you
like to know?
Customer: Sure, I have received Bills with a different amount since last July and I
want to know the reason.
Agent: I understand, and sorry about the inconvenience. I´ll do my best to help you
explaining the bill. I will ask you some questions to find a solution. Have you recently
Been in another country?
Customer: Yes, I have. I´ve been to Canada for 2 months.
 Reinforce here since and for . Present Perfect: since and for worksheet | Live
Worksheets
 Present perfect - for and since interactive worksheet | Live Worksheets

Activity 4. read the article then answer some questions.

A satisfied customer is not only likely to become a loyal, repeat customer but can
also become an advocate, spreading positive word-of-mouth about your brand.
Achieving a satisfying customer experience requires a combination of excellent
service, effective communication, and a commitment to resolving customer issues
promptly and professionally.
Here are some key answers and strategies for creating a satisfying customer
experience:
• Active Listening: When interacting with customers, it's crucial to actively listen
to their needs and concerns. Acknowledge their questions or issues and express
empathy.

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• Prompt Response: Respond to customer inquiries and messages as quickly as
possible. Timely responses demonstrate that you value their time and concerns.
• Personalization: Treat customers as individuals, not just another number.
Address them by their names, and offer personalized solutions whenever
possible.
• Problem-Solving Skills: Equip your customer service team with effective
problem-solving skills. Having a set of key answers to common issues can
expedite resolution and ensure consistency in responses.
• Transparency: If there are problems or delays, communicate this with your
customers honestly. Transparency builds trust and understanding.
• Consistency: Ensure that your customer service team provides consistent
answers and solutions to common inquiries. Having a well-structured answer key
can help maintain consistency.
• Follow-Up: After resolving an issue or completing a transaction, follow up with
customers to ensure their satisfaction. This extra step can leave a lasting positive
impression.
• Training: Continuously train your customer service team on best practices,
company policies, and product knowledge. Well-trained staff can handle
customer inquiries more effectively.
• Feedback Loop: Establish a feedback mechanism to collect input from
customers about their experience. Use this feedback to make necessary
improvements.
• Empowerment: Empower your customer service representatives to make
decisions and resolve issues within reasonable limits. This reduces the need for
unnecessary escalations and streamlines the resolution process.
In conclusion, achieving a satisfying customer experience involves a combination of
effective communication, prompt responses, and the ability to resolve issues
professionally. Implementing these key answers and strategies can help your
business build strong, long-lasting customer relationships, leading to increased
loyalty and advocacy. Remember that happy customers are more likely to return and
recommend your products or services to others, which can significantly impact your
company's success.
1. What is the significance of customer satisfaction for a business?
2. What are some key components of a satisfying customer experience
mentioned in the reading?
3. Why is active listening important when dealing with customers?
4. How can transparency enhance the customer experience?

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 UNIT 2

GOING TO THE MOVIES

DESCRIBE MOVIE PREFERENCES

Comedy / crime Action / adventure Fantasy / adventure

Romance / comedy Horror Drama

Netflix Streaming App HBO Streaming App Disney Streaming App

Streaming apps (Add streaming app) Vocabulary: movies and

apps

LESSON 1

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Activity 1. Talking about movies. Work with a partner.

• Look at the movies you’ve seen and choose the ones you’d like to
see.
• Where do you like to see movies: at home or in a movie theater?
Explain.
Activity 2. Answer the questions about your own movie preferences.
a. What actor or actress are you a big fan of?
b. What movie genres are you usually in the mood for?
c. What was the last movie you saw in a theater?
d. What was the last movie you watched at home?
Activity 3. Complete the sentences with words or expressions from the box.
A bunch of Frankly I can’t stand It’s my treat I’ve heard

1. There are _____________ good new comedies on Netflix. I can’t decide which
one to watch.
2. ______________ the new Emma Stone movie is fantastic. Have you seen it yet?
3. I have two tickets for the 10:00 show. Would you like to go?
__________________
4. The wolf of Wall Street? __________________, I’m too tired for a three-hour
epic!
5. __________________ horror movies. I watch movies to relax-not, not to be
frightened.
Activity 4. Read the following chat support for a streaming app.
Claudio: So, what are you in the mood for? They’ve got a bunch of great classic
movies tonight.
Camilo: They sure do. Hey, you’re a big DiCaprio fan. I missed Gangs of New York
when it was playing. Have you ever seen it?
Claudio: Nope, I haven’t. I’ve heard it’s pretty violent. Frankly, I just can’t take all
that fighting.
Camilo: Yeah. It is supposed to be pretty bloody… What else?
Claudio: Well, there’s Wall-E. They say it’s spectacular. What do you think?
Camilo: Hmmm… To tell you the truth, I can’t stand animated films. Sorry, I don’t
think I could handle a picture with two hours of a machine talking.
Claudio: Hey! What about Casablanca?
Camilo: Casablanca? Now you’re talking! And by the way, it’s my treat. You paid
last time. What do you say?
Claudio: It’s a deal! I’ll get the popcorn.

 Reinforce chat support here. https://textexpander.com/blog/customer-service-

live-chat-scripts

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Activity 5. Go to breakout rooms and create a chat with your classmate.

Comments: I’ve an action film fan ______ 20 years,

______ I was 10 years old. I haven’t seen a good one
_____ a very long time. Last night I saw the movie Crazy
Aliens, and it was terrible. I watched it for about an hour,
but then I had to turn it off. I kept falling asleep! It was the
worst action film I’ve seen ______ 1997, when I saw
Another Planet Earth. In my opinion, there still haven’t
been any good action films _______ Avatar in 2009.
What a disappointment!

LESSON 2

Discuss Preferences for a Movie Genres

Activity 1. Match each movie genre with the correct description. Write the letter
on the line.

a) ___ feature fast-paced, exciting, and dangerous situations a. dramas

b) ___ are drawn by hand or created on a computer b. documentaries.
c) ___ tell a story with singing and dancing c. science-fiction
films.
d) ___ give us information about real people and things d. action films.
e) ___ usually take place in the future e. animated films.
f) ___ make us smile and laugh f. musicals.
g) ___ focus on characters’ problems and emotions g. comedies

Activity 2. Complete the conversation. Write the letter on the line.

Victor: Hi, Janelle. Seen any good movies recently?
Janelle : ____________________
Victor : Play Time? What kind of movie is that?
Janelle : ___________________
Victor : Well, what is it about?
Janelle: ____________________
Victor : That doesn’t sound very funny. Was it any good?
Janelle : __________________
Victor : The funniest? Wow! Who was in it?
Janelle: ___________________

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Victor : So, you think I would like it?
Janelle: ___________________

Grammar Would rather

Would rather + infinitive … (than)
We use would rather+ infinitive (without to) to talk about preference. We can use
it with than (+noun/infinitive) in affirmative sentences or with or in questions.
• I ‘d rather call the customer tea, please.
• I ‘d rather have tea than drink that coffee.
• Would you rather have tea or coffee?

Activity 3. Complete the sentences. Circle the correct words.

1- I (prefer / would rather) see a silly movie than a violent movie.
2- Annabelle (likes / would rather) classic films.
3- We (prefer / would rather) to order tickets online.
4- She would (like / would rather) to watch a romantic comedy.
5- Would you (prefer / rather) sit in the middle or on the aisle?
6- No soda for me. I (prefer / would rather) water.
7- Oscar (prefers / would rather) not go to the movies tonight.
 Reinforce here would rather or would prefer. Would rather vs would
prefer worksheet | Live Worksheets

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 UNIT 3

STAYING IN A HOTEL

CHECK INTO A HOTEL

Double room Twin room Single room Suite room

Twin bed Queen-size bed King –size bed Rollaway bed

LESSON 1

Activity 1. Complete the questions. Then ask your partner.

a) Have you ever made a hotel reservation?
b) What room type would you prefer?
c) How much would you pay for it?
d) How long have you stayed in a hotel?
e) Did you have any bad experience?

Activity 2. Which services are important for you? Explain why?

Activity 3. Read and listen to the conversation.

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Customer: Hi, I need to book a hotel room for next weekend.
Agent: Sure, I can help with that. What are your check-in and
check-out dates?
Customer: I'll be arriving on Friday the 15th and checking out
on Sunday the 17th.
Agent: Got it. How many guests will there be?
Customer: It's just me.
Agent: Alright. Any specific preferences for the room or amenities?
Customer: A double bed and free Wi-Fi, please.
Agent: I found a few options for you. There's a hotel with a double bed and free
Wi-Fi at $120 per night and another one at $140 per night. Which one would you
like to book?
Customer: I'll go with the $120 option.
Agent: Great choice. I'll proceed with the booking. May I have your name and
email address for the reservation?
Customer: Sure, it's Mark Johnson, and my email is mark@email.com.
Agent: Thank you, Mark. Your reservation from Friday the 15th to Sunday the 17th
is confirmed. You'll receive a confirmation email shortly.
Customer: Thanks for your help!
Agent: You're welcome, Mark. If you have any
more questions or need assistance in the future,
feel free to reach out. Enjoy your stay!

Activity 4. Listen to the hotel check-in. Then compare answers in

pairs.

Hotel Check-in - Randall's ESL Cyber Listening Lab (esl-lab.com)

Activity 5. watch the video of how to make a hotel reservation. then

share the information step to step.
Making a hotel reservation in English
1.
2.
3.
4.
5.
LESSON 2

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P
LEAVE AND TAKE A MESSAGE

hone etiquette

Activity 1. Read and listen to someone leaving a message.

Agent: Thanks for calling Queen hotel. How can I assist you?
Customer: Hello. This is Bryan. I’d like to speak to Jenny
Smith.
She’s a guest.
Agent: I’m ringing that room for you and she’s not answering.
Would you like to leave a message?
Customer: Yes, please tell her Bryan called. I will meet her at the Italian restaurant
today at 5pm

Activity 2. Listen to leave and take a message. Then compare your

answers in pairs.
1. Leave and take a message worksheet | Live Worksheets
2. Taking messages interactive worksheet | Live Worksheets
3. Taking and leaving a message worksheet | Live Worksheets
Grammar The future with will
You can use Will or Won’t + a base form to talk about the future

Affirmative statements Negative statements

I will be happy to assist you. We won’t charge you for those
services.
Questions

Will she take the call at the hotel? Yes, she will. / No, she won’t.
Will he provide the airport shuttle? Yes, he will. / No, he won’t.
When will the bell service arrive?
Who will the guest call later to? The guest will call Ana.

Activity 3. Write questions with will. Use question marks.

1. when / you / make / your hotel reservations _______________________________

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 2. who / take / Joan’s message ___________________________________________
3. the check in / What time / will be ? _______________________________________
4. who / Ron / call / when he arrives / at the airport ____________________________
5. How much / double room / will the / be? __________________________________
6. How long / you / stay / at the Uzbek Palace Hotel ___________________________
7. when will 7 the hotel facilities they visit ? _________________________________
8. who / make / the reservations __________________________________________

 Reinforce here will future simple or be going to for future. Will and be
going to worksheet | Live Worksheets
 Future simple English as a Second Language (ESL) activity | Live Worksheets

LESSON 3

Hotel service vocabulary

Wake-up service Room service In room mini bar Free airport shuttle

Laundry service Bell service Free Internet Full-service

service business center

Activity 1. Listen and read the phone call. What is the hotel service the
customer request?
Customer: Hello, I'm staying at your hotel, and I need some room service.
Agent: Of course, we're happy to assist you. What can we help you with today?
Customer: I'd like to order some dinner to my room. Do you have a menu?
Agent: Yes, we do. I can provide you with a menu. What type of cuisine are you in
the mood for?

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Customer: I'd like to have some pasta, please.
Agent: Noted. I'll place your order. Can I have your room number, please?
Customer: It's room 215.
Agent: Thank you, room 215. Your dinner will be delivered to your room shortly. Is
there anything else you need?
Customer: That's all for now, thank you.
Agent: You're welcome. Enjoy your meal, and if you need anything else, don't
hesitate to call the front desk. Have a pleasant evening!

Activity 2. Listen to the hotel service. Then compare your answers in

pairs.
Hotel Room Service - Randall's ESL Cyber Listening Lab (esl-lab.com)

Activity 3. Vocabulary: Hotel room Complete the sentences with the

vocabulary in the box.

advance bunk beds vacancies key dormitory double room

single room twin room family room reception

1. If you book a room for one person, you usually book a

..........................................
2. If you want a room with two beds, you book a ..........................................
3. For families there are usually special offers if they take a
..........................................
4. In youth hostels rooms are often shared by 10 or more people. This kind of room
is called a ..........................................
5. To get 10 people into one room, two beds are usually placed on top of each
other. They are called ..........................................
6. If you want a room with a double bed, you book a ..........................................
7. When you stay at a hotel, you usually must fill in a form at
..........................................
8. Then the receptionist tells you your room number and gives you the
.......................................... your room.
9. During high season you should book a room in ..........................................
10. If a Guest House is fully booked, they usually have a sign in the window saying.
‘No ..........................................’

Grammar Conditional
Zero conditional
If clause (conditional) comma main clause ( result)

If a condition exists , the result is true.

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 If the food is out of date, I don’t eat it.
If you are talking, I can’t concentrate. I can’t concentrate if you are
talking.
When you are talking, I can’t concentrate.

Present simple + future simple

If I call customer service, I will have the correct information.
If condition , result
The first conditional is used to express a real or very probable situation in the future.
It refers to things that will possibly happen in the future if a condition is met.
The first conditional is common when we are talking about possible plans, promises,
quick decisions and predictions.
▪ If I call support tech, they will assist me with my technical issue.
▪ If you contact customer service before the 30-day return policy expires, they will
help you process a refund for your purchase.
▪ If he reaches out to customer service with his concern, they will assist him in
resolving the issue.
Questions
If they don’t have a non-smoking room, will you stay at a different room?
Where will you go if they don’t have a room for tonight?
If there are not rental cars at the airport, what will you do?
BE CAREFUL
Never use will in the if clause.
If the customer provides their account information, the call center representative will
be able to assist them with their inquiry. NOT If the customer WILL
provide their account information, the call center representative will be able to assist
them with their inquiry.
IN conditional sentences, the clause can be reversed with no change in meaning.
In writing use a comma when the if clause comes first.

If the restaurant is still open , we’ll go there.

We'll go there if the restaurant is still open.

Activity 4. Complete each statement or question. Circle the correct word.

1. If we (make / will make) reservations today, we (get / ’ll get) the best deal.
2. She (uses / ’ll use) the pool if she (checks / will check) in before 8:00 p.m.
3. They (save / ’ll save) a lot of money on their next vacation if they (look / will
look)
for a hotel online.
4. If I (don’t hurry / won’t hurry), I (don’t get / won’t get) to the airport on time.
5. What (do you do / will you do) tomorrow if there (aren’t / won’t be) any
non-smoking rooms?
6. If there (’s / will be) a problem next week, who (helps / will help) us?

21
Activity 5. Complete the statements by using the if clauses below.
1. If the buses aren’t running today,
2. If the restaurant is full,
3. If our flight is at 8:00 A.M.,
4. If there are no parking spots on the street,
5. If I go to my favorite restaurant next week,
6. If I don’t study English,

 Reinforce here zero conditionals. Zero conditionals worksheet | Live Worksheets

 First conditional worksheet | Live Worksheets

Hotel amenities and services vocabulary

Extra towels Extra hangers Skirt hangers An iron

A hair dryer

Make up the Turn down the Pick up the

room beds laundry Bring up a Take away
newspaper the dishes

Activity 6. Listen to the hotel check-in. Then compare answers in pairs.

1. Complain worksheet | Live Worksheets

2. Hotel Listening | Live Worksheets

Read the passage and provide the answers at the end of the reading activity.
Reading Passage: Booking a hotel.
Booking a hotel room can be an essential part of any travel plan. Whether you're traveling
for business or leisure, finding the right hotel can make a significant difference in your
overall experience. Here are some steps to consider when booking a hotel:
• Plan Ahead: It's always a good idea to plan your hotel booking well in advance of your
trip. This allows you to choose from a wider range of options and potentially secure
better rates.
• Check Your Dates: Double-check your travel dates to ensure accuracy. Mistakes in
dates can lead to booking the wrong nights or missing out on a reservation.

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• Set a Budget: Determine your budget for accommodation. Hotels come in various price
ranges, so knowing your budget will help narrow down your options.
• Consider Location: Think about the location of the hotel in relation to your travel
plans. Is it close to your business meetings, tourist attractions, or the airport?
• Amenities: Decide on the amenities you need. Do you require a gym, free Wi-Fi,
breakfast, or a pool? Make a list of must-haves.
• Room Type: Choose the type of room you prefer, such as a single bed, double bed, or
suite.
• Read Reviews: Research hotels online and read customer reviews. This can provide
insights into the quality of service and overall experience.
• Booking Method: Decide how you want to book the hotel. You can book directly
through the hotel's website, use a booking platform, or call the hotel.
• Confirmation: After booking, make sure you receive a confirmation email with all the
details of your reservation. Keep this email handy for check-in.
Activity 1. Now read the questions and discuss your answers. Work in pairs.
1. Why is it recommended to plan your hotel booking well in advance?
2. What is the importance of double-checking your travel dates?
3. Why is setting a budget important when booking a hotel?
4. Why should you consider the location of the hotel in relation to your travel plans?
5. Why is reading customer reviews important when researching hotels?
6. What are some examples of amenities that travelers may need to consider when
booking a hotel?
7. How can travelers book a hotel room?
8. What should travelers do after booking a hotel room to ensure a smooth check-in?

 Reinforce vocabulary here. Payment policies

23
 UNIT 4

CARS AND DRIVING

EIGHT BAD HABITS OF CUSTOMER SERVICE AGENTS

Ignoring Being rude Poor Listening Delayed Responses

Customers.

Lack of Transferring too Not Apologizing. Being too pushy

Knowledge. Much

LESSON 1

Activity 1. ask some questions about eight habits of bad customer service.
1. Have you ever been attended to by a rude agent?
2. How can you identify poor listening in a call?
3. Did you ever ask a question to a call center agent and you had delayed
answers?
4. How can an agent demonstrate lack of knowledge?
5. Have you ever been transferred to different departments in a call?
6. How many times have you called reporting an issue, and the agent has not
apologized?
7. How many times have you been pushed to buy a product?

Activity 2. Watch the video about call center salesman goes insane.

call center salesman goes insane (REAL RECORDING)

Discuss which of the 8 bad habits you identified and give examples.
Activity 3. pair work.
Prepare a call where you show at least 4 bad habits. Then switch roles with your
classmate.

24
Present the conversation to the class.

DESCRIBE A CAR ACCIDENT

Activity 1. Read and practice conversation about a car accident.

Customer: Hello, I need to report an accident. I was just
involved in a collision.
Agent: I'm sorry to hear that. I'm here to assist you. Can you
please provide me with your policy number and some details
about the accident?
Customer: Sure, my policy number is 123456789. The accident occurred about an
hour ago. I was rear-ended while waiting at a red light. Thankfully, no one is injured,
but there's damage to the rear of my car.
Agent: Thank you for the information. I'm glad to hear that there are no injuries. I'm
going to start the claim process for you. Can you describe the extent of the damage
to your vehicle?
Customer: The rear bumper is dented, and there are some scratches. It doesn't look
too severe, but I'll need to get it checked by a mechanic.
Agent: Understood. I’ll initiate the claim process, and one of our claim’s adjusters
will be in touch with you shortly to guide you through the next steps. Do you have
any other questions or concerns for now?
Customer: No, that's all for now. Thank you for your help.
Agent: You're welcome. We're here to assist you
throughout this process. If you need anything else, don't
hesitate to reach out. Take care, and I hope everything gets
resolved smoothly.
Activity 2. Discuss the accident the agent and customer described in the
conversation.

1. Who saw the 2. Where was it? 3. What was the

accident? cause accident?

Activity 3. Read and listen to the second conversation.

Customer: Hello, I need to report a car accident and arrange for repairs.
Agent: I'm here to help. Can you please provide me with your
vehicle information and details about the accident?
Customer: Certainly, my car is a Honda Civic, license plate
ABC123. I was involved in a collision this morning. There's
significant front-end damage.

25
Agent: Thank you for the details. I'm sorry to hear about the accident. We'll arrange
for a tow truck to pick up your car and bring it to our repair shop. Can you confirm
your current location?
Customer: I'm on Main Street, near the intersection with Oak Avenue.
Agent: Got it. We'll dispatch a tow truck to your location as soon as possible. Do you
need a rental car while your car is being repaired?
Customer: Yes, a rental car would be helpful. I rely on my car for work.
Agent: We can arrange that for you. Please expect a call from the tow truck and
another call from our rental car service shortly. Is there anything else you need now?
Customer: No, that's all for now. Thank you for your assistance.
Agent: You're welcome. We'll make sure to get your car
repaired and back on the road as soon as possible. If you
have any more questions or concerns, don't hesitate to
reach out. Take care!

Activity 4. Discuss the accident an agent and customer

described in the conversation.
2. Where was 3. What was the cause
1. Who saw the it? accident?
accident?

LESSON 2

CAR PARTS VOCABULARY

26
5. Take turns identifying the car part for each definition.
1. A light at the back of the car.
2. A light that indicates a turn.
3. A part the driver uses to turn the car.
4. A part that cleans the front window.
5. A part that makes the car go faster.
6.Activity 6. Watch
A part that keepsthe video of exterior
passengers andaninterior
safe during car parts.
accident.
7. A light that helps the driver see the road.
8. A place in the back for carrying things.
ENGLISH VOCABULARY IN MY CAR

Activity 7.Listen to the car accident. Then compare answers in pairs

Car Accidents - Randall's ESL Cyber Listening Lab (esl-lab.com)

Car Repairs - Randall's ESL Cyber Listening Lab (esl-lab.com)

Grammar The past continuous

27
 Simple past Past continuous

We use the simple past to The past continuous is used to express

talk about completed
actions, facts in the past.
I rented a car yesterday.
I always wore the seatbelt
when I learned to drive.
interrupted actions, specific time as an
interruption and parallel actions.
I was calling to the agent when the phone didn’t
work.
While I was calling to the customer service, I was
taking notes to the information.

Subject + was / were + not + verb ( ing ) + object.

I was not going to school.

Subject + was / were + verb ( ing ) + object.

I was going to school.

Was / were + subject + verb ( ing) + object ?

Was I going to school?

Activity 6. Grammar practice complete the paragraph with the past

continuous and the simple past tense.
Marcela 1.( have) ______________ an accident last night. 2. She
(drive)____________slowly and she was sure she.3. (pay) ___________ attention.
But she 4. (wait) __________ for a phone call. When the phone 5.
(ring)___________, she 6. (answer) __________ it. Suddenly, the car in front of me
7. (stop) ____________, and she 8. (hit)__________ it. She certainly 9. (learn)
_____________ her lesson! Luckily, she 10. (not speed) ______________. When
she 11. (have) _____________ the accident.
 Reinforce here past continuous. Past Continuous interactive worksheet | Live
Worksheets
 Past simple vs past continuos exercise | Live Worksheets

Activity 7: Listen to activate vocabulary. Write the number of each

conversation next to the picture and the car part damaged.

Activity 8. Listen to the car insure call. Then compare answers in pairs.

28
 https://www.esl-lab.com/intermediate/car-insurance/

LESSON 3

Phrasal verbs vocabulary

Turn on Turn off Pick up Fill up Drop off

Grammar placement of direct objects with phrasal verbs

Phrasal verbs contain a verb and an article that together have their own meaning.
Main verb participle
fill + up = make something full
Many phrasal verbs are separable. This means that a direct object noun can come
before or after the particle. Turn on , turn off, pick up, drop off, and fill up are
separable.
direct object direct object
I'll drop off the car. Or I'll drop the car off.
Be careful! With a separable phrasal verb, if the direct object is a pronoun, it must
come before the particle.

I'll drop it off. ( NOT I’ll drop off it)

Did you fill them up? (NOT Did you fill up them)
Where will they pick us up? ( NOT Where will they pick up us)

Activity 1. Complete the sentences with the two parts of each phrasal verb.

1. The customer’s car is almost out of gas. Let's recommend to _________

it______.
2. It's raining and can’t ___________ the windshield wipers _________. They aren’t
working.
3. Can I use your car this afternoon? I can ________it __________at 4:30 if you
don’t need it then.
4. We must return the rental car before 6:00. Let's_________it_______early at the
airport and get something to eat, OK?
5. I can’t__________ the air conditioning_________. It's freezing in here!

 Reinforce phrasal verbs. Phrasal verbs online pdf exercise | Live Worksheets
 Phrasal verbs online exercise for 9 | Live Worksheets

29
 Car types vocabulary

A full size sedan A compact car A Convertible A spots car

A Station wagon A Mini van / van An SUV A Luxury car

Activity 2. Conversation about rental car.

Agent: Thank you for calling Travel Lucas, my name is
Rod. May I know your rental record?
Customer: I don´t have it.
Agent : Not worries, we can try with your reservation
ID number, it’s one that starts with the letter “K” as Kilo.
Customer: Ok let me see…. Ok I have it.
Agent : Perfect.
Customer: It’s 12345678.
Agent : Thank you just let me pull up this information in my system…. Ok I have
here the reservation. -May I know your first and last name?
Customer: Robert McDonalds
Agent : Thank you, Robert, May I know where did you pick up the car?
Customer: Los Angeles AP.
Agent : May I know When did you pick up the car?
Customer: I picked it up the week on October first at 12 or 1 pm.
Agent: Ok perfect, I have the reservation here, tell me How may I help you?
Customer: Well, I have a doble charge for $400 , It’s a cleaning fee and I did not
return the vehicle dirty, could you help me with that?
Agent: Of course, Robert just allow me a moment. I Will check in my system about
that information.
Customer: Perfect! take your time.
Agent: I still working in your case just allow me some seconds on the line.
Customer: Not worries.

30
Agent: Apologize for the long delay, I doble checked in my system about that extra
charge and I did not see any problem about this the charge is invalid so in this case
I will process with your refund for this extra fee just allow me some seconds more on
the line, ok?
Customer: Thank you for your help.
Agent: Ok, I will back just allow me one
moment......Apologize for the long delay, I have
already finished with this process, you will be able to
see in your bank account the total amount within 5 to
seven business day.
Customer: Perfect thank you for your help.
Rod: Not worries, May I help you with anything else?
Customer: No that’s all.
Rod: Ok, thank you for calling to Travel Lucas. Have
a Good day.

Reading activity

Activity 3. How to Rent a Car through a Call Center:

• Contact the Call Center: Begin by calling the car rental company's dedicated
call center. You can usually find their contact information on their website or
through a quick internet search. Once you connect with a call center agent, they
will guide you through the rental process.
• Provide Necessary Information: The call center agent will request information
such as your name, contact details, and driver's license information. Be sure to
have your driver's license and any required documentation ready.
• Specify Rental Details: Inform the agent about your rental requirements. This
includes the type of car you want, the rental duration, and any special features
or services you may need (e.g., GPS navigation, car seats, or additional
insurance coverage).
• Check Availability and Pricing: The agent will check the availability of the car
you requested for your desired dates and provide you with a price quote,
including any applicable taxes and fees. Take this opportunity to clarify any
questions about the rental terms and conditions.
• Payment: If you're satisfied with the terms and pricing, you'll need to provide
payment information. Most car rental call centers accept credit or debit cards for
reservations. Ensure that you understand the payment and cancellation policies.
• Confirmation: Once your payment is processed, the agent will provide you with
a reservation confirmation number and the pick-up location details. Be sure to
take note of these details for your records.
• Pick Up Your Rental Car: On the scheduled day, head to the designated rental
location to pick up your car. You'll need to present your driver's license and the
reservation confirmation number to complete the rental process.

31
• Inspect the Vehicle: Before driving away, thoroughly inspect the rental car for
any existing damages and report them to the rental agency. This will help avoid
disputes over damages when you return the vehicle.
• Return the Car: At the end of your rental period, return the car to the specified
drop-off location in the same condition you received it. The rental agent will
complete the return process and provide you with a final invoice.
Now read the questions and answer them according to the information.

1. How can you initiate the car rental process through a call center?
2. What information will you need to provide to the call center agent?
3. What should you specify to the agent regarding your rental requirements?
4. What should you do before driving away with your rental car?
5. What payment methods are typically accepted for reservations through call
centers?
6. What should you do if you are satisfied with the terms and pricing provided by
the agent?
7. What should you bring with you when picking up your rental car?
8. What should you do when returning the rental car?

32
 UNIT 5

PERSONAL CARE PRODUCT AND APPEARANCE

SALON SERVICE VOCABULARY

Massages Manicures Pedicures

Facials shaves haircuts

More vocabulary. (82) 👩🏽‍🦰 Hair Salon English Vocabulary ✄ Essential English Terms for
Beginners #english #englishstream - YouTube

Activity 1: asking for information.

1. What information should a customer be prepared to provide when calling to book

a salon appointment?
2. How can a salon agent assist a customer in choosing the right hairstyle or
service?
3. What steps should an agent take if a customer wants to reschedule their salon
appointment?
4. In the event of a last-minute cancellation, what is the salon's policy for
rescheduling or refunds?
5. How can a salon agent handle a customer's special requests, such as
hypoallergenic products or a specific stylist?
6. What should a customer do if they are dissatisfied with the service, they received
during their salon appointment?
7. Can a customer request a specific stylist when making a salon appointment over
the phone?
8. What information should an agent provide to a customer regarding salon pricing,
packages, and promotions?

33
 LESSON 1

ASK FOR SOMETHING IN A STORE

Personal care products vocabulary

Count nouns vocabulary

A brush A
A comb a razor A nail clipper A nail file
toothbrush
Non-count nouns
vocabulary
Makeup

1. soap 2. deodorant

11. Lipstick

3.shaving cream 4. aftershave

12. Mascara

13.
5.toothpaste 6. shampoo Eyeshadow

34
 14. Face powder

7.hairspray 8.sunscreen

9. dental floss 10. Hand and 15. Nail polish

body lotion
Video about more vocabulary.

(82) Personal Care Products Vocabulary Words in English - YouTube

Activity 1. Teacher plays the audio. Listen to infer. Listen and circle the kind of
product each ad describes.

1. Spring Rain ( shampoo / deodorant )

2. Rose ( soap / polish )
3. Pro-Tect ( sunscreen / hand and body lotion )
4. All Over ( face powder / hand and body lotion )
5. 5. Scrubbie ( toothpaste / shaving cream )
6. Maximum Hold ( hairspray / shampoo)

Activity 2. conversation about an agent and a customer asking for personal

care products.
Agent: Hello, how can I assist you today?
Customer: I need skincare products—moisturizer and a
cleanser.
Agent: Great, any specific skin concerns or type I should
know?
Customer: I have combination skin, oily and dry.
Agent: We recommend Soft Rose for cleanser and Strawberry Milky cream for
moisturizer. We have a 15% discount if you buy both. Interested?
Customer: Sounds good, let's do that.

35
Agent: Perfect. Added to your cart. Ready to check out, or need anything else?
Customer: All set, thank you!
Agent: You're welcome. Enjoy your products!

Grammar Quantifiers for indefinite quantities and amounts

Use some and any with both plural count nouns and non-count nouns.

Some affirmative statements Any negative statements

We bought some combs. Now we
have some.
They need some soap. We have
some.
Some for questions
Do you want some aftershave?
Does she have some nail file.
I don’t have any razor. I don’t want
any.
We don’t want any makeup. We don’t
need any.
Any questions
Do you have any aftershave?
Does she have any nail file?

Use a lot of or lots of with both plural count nouns and non count nouns in
statements and questions. They have the same meaning.
That store offers a lot of ( or lots of ) razors. They don’t have a lot of or ( lots of )
sunscreen.
Do they offer a lot of or ( lots of) make up?

Use many and much in negative statements.

many with plural count nouns much with non-count
nouns.
They don’t have many brands of makeup. the store doesn’t have
much toothpaste.

Activity 3. Grammar practice. Complete the conversation between a customer and

an agent.

Customer: do you have 1. ( any / many) shampoo?

Agent: yes, we have 2. ( many / lots of ) shampoo and different brands.
Customer: My daughter uses 3. ( much / a lot of ) sunscreen. Is there 4. ( many / any)?
Agent: Yes, there is 5. ( some / any ). And we have 6. ( some / any ) toothpaste.
Customer: Do you have 7. ( any / many ) shaving cream my husband need?
Agent: We do.
 Reinforce here quantifiers. Some-any-no-little-few-much-many worksheet | Live
Worksheets
 Some, any, an, a, much, many, a lot of, (a) few, little, fewer, less worksheet | Live
Worksheets

36
Activity 4. Read and listen to someone looking for personal care products in
a store.
customer: Excuse me. Where would I find lipstick?
Seller : Lipstick? Have a look in the cosmetic section, in aisle 4.
Customer : Actually, I did and there wasn’t any.
Seller : I’m sorry. Let me get you some from the back. Anything else
I can help?
customer: Yes. I couldn’t find any mascara either.
Seller : No, problem. There are some over there. I’ll show you.
Activity 5- practice.
Go to the following link Wholesale Personal Care Supplier - 4SGM.com, use the
vocabular and grammar to discuss online shopping.

LESSON 2

REQUEST A SALON SERVICE

Activity 1. work in pairs and practice conversation.

Customer: Good afternoon! I'd like to book an appointment for a haircut and styling,
please.
Agent: Hello! Of course, we'd be happy to help you with that. Can you please provide me
with your name and contact information?
Customer: Certainly. My name is Sarah Johnson, and you can
reach me at (555) 123-4567.
Agent: Thank you, Sarah. What date and time are you looking
for your appointment?
Customer: I'm quite flexible, but I prefer a weekend slot if
possible.
Agent: Great! We have availability this Saturday and Sunday.
Which one works better for you?
Customer: Saturday would be perfect. What time slots do you have?
Agent: We have openings in the morning from 9:00 AM to 12:00 PM and in the afternoon
from 2:00 PM to 5:00 PM. Which time do you prefer?
Customer: I'll take a morning slot, please, around 10:30 AM.
Agent: Noted. Would you like to request a specific stylist, or should we assign one for
you?
Customer: I don't have a preference, so you can assign one for me.

37
Agent: Alright, Sarah. Your appointment for a haircut and styling is booked for this
Saturday at 10:30 AM. Is there anything else you'd like to add or any specific requests?
Customer: No, that sounds perfect. Thank you so much for your help!
Agent: You're welcome, Sarah! We look forward to seeing you on Saturday. If you need to
make any changes or have questions before then, feel free to give us a call. Have a great
day!

Activity 2. comprehension questions. Read and work in pairs.

1. what is the salon service the customer needs?
2. What date and time is the customer looking for her appointment?

LESSON 3

MAKE AN APPOINTMENT IN A SALON OR SPA

Activity 1. conversation about making an appointment in a salon or spa.

Agent: Good afternoon, thank you for calling Lucas Salon Spa.
How can we assist you today?

Customer: Hi there, I'd like to schedule an appointment for a

haircut and color.

Agent: Certainly! We have a few openings this week. What day and
time works best for you?

Customer: How about this Friday afternoon around 3 PM?

Agent: Friday at 3 PM is available. May I have your name, please?

Customer: It's Sarah Smith.

Agent: Thank you, Sarah. Your appointment for a haircut and color on Friday at 3 PM is
booked. Is there anything specific you'd like for the hair color?

Customer: Just a subtle highlight, please.

Agent: Noted, we'll make it a subtle highlight. We look forward to seeing you on Friday,
Sarah.

Customer: Thank you. I can't wait!

Grammar Indefinite pronouns someone / no one / anyone are indefinite

pronouns. Each refers to an unnamed person. Use indefinite pronouns when
the identity of the pereson is unknown or unimportant.
Affirmative statements Questions

There's someone ahead of you. Can anyone was my hair?

38
 There's no one ahead of you. Can someone wash my hair?

I saw someone at the front desk.
Negative statements
There isn’t anyone waiting.
I didn’t see anyone a the salon.
Be careful!
Use anyone, not no one, with the
negative form of a verb.
DON’T SAY I didn’t speak to no one.
Is there anyone at the front desk?
Is there someone at the front desk?
Did you see anyone waiting for a
shave?
Did you see someone waiting for a
shave?

Activity 2. grammar practice. Complete each statement or questions with

someone, no one, or anyone. In some cases, more that one answer is
correct.
1. There's someone or no one at the front desk.
2. They didn’t tell ___________ it would be a long wait.
3. Did you see ____________ giving manicure?
4. I don’t have the nail file. I gave it to _____________.
5. There will be ____________ here to give you a pedicure in a few minutes.
6. _______________can cut your hair at 12:30 if you can wait.
7. Please don’t tell ______________ the price. It was very expensive.
8. ____________ called and left you this message while you were getting your
shampoo.
9. Please give this list of services to ____________ to read.
10. There wasn’t ____________ there when she called for an appointment.
11. I didn’t speak to ____________ about the bad haircut.
12. ____________ told me the salon offer Shiatsu massage now.
13. I din’t ask _____________about the price.

 Reinforce indefinite pronouns here. Indefinite pronouns exercise | Live Worksheets

 Indefinite Pronouns Reading worksheet | Live Worksheets
Activity 3. Listen and select the best the options. Then discuss the main idea.

Just a Haircut, Please! - Randall's ESL Cyber Listening Lab (esl-lab.com)

Activity 4. read the article and answer some questions.

The Perfect Spa Day: Salon Services for Relaxation
Are you in need of some pampering and self-care? Look no further than our luxurious
salon and spa, where we offer a range of services designed to help you relax and

39
rejuvenate. Whether you're looking for a haircut, a manicure, or a full-body massage,
we have the perfect solution for you.
Haircut and Styling: Our experienced hairstylists are here to give you the haircut
and style you've always dreamed of. From classic cuts to trendy, modern styles, we
can cater to your specific preferences. Sit back, relax, and let our professionals work
their magic.
Manicures and Pedicures: Treat your hands and feet to some TLC with our
manicure and pedicure services. We use high-quality products to ensure that your
nails look their best. Choose from a variety of colors and designs to match your style.
Facial Treatments: Indulge your skin with one of our rejuvenating facial treatments.
Our aestheticians will analyze your skin type and customize a facial that addresses
your unique needs, leaving you with a radiant and refreshed complexion.
Massage Therapy: For the ultimate relaxation, try our massage therapy services.
Our skilled massage therapists specialize in various techniques, such as Swedish
massage, deep tissue massage, and hot stone therapy. Unwind, release tension,
and leave feeling completely refreshed.
Spa Packages: If you can't decide on just one service, consider our spa packages.
These bundles combine various treatments for a full day of relaxation. They make
for the perfect gift or an ideal way to treat yourself to a day of pampering.
Now answer the questions in pairs.
1. What types of services are offered at the salon and spa?
2. Who provides the haircut and styling services?
3. How do the estheticians customize facial treatments for customers?
4. What types of massage techniques are offered at the spa?
5. What are spa packages, and who might benefit from them?

40
 UNIT 6

EATING WELL

ORDERING FOOD
Vocabulary: Ordering food delivery
Activity 1: Study the vocabulary of ordering food. Then practice the
conversation in pairs.
Menu: The list of Substitutions: Replacing Tip: Additional money
dishes available for one ingredient with another, given to the delivery
order. based on customer person for their service.
Delivery: The service preference or dietary Contactless Delivery:
of bringing food to a restrictions. Delivery where there is
specific location. Condiments: Sauces, no direct interaction
Takeout: Food dressings, or toppings that between the customer
prepared to be accompany the main dish. and the delivery person.
consumed off the Spices: Flavorful substances Order Status: The
premises. used to season food, such as current stage of the
Order: The specific salt, pepper, or herbs. order, like confirmed,
selection of food items Beverages: Drinks available preparing, out for
requested. for order, including soft delivery, or delivered.
Delivery Address: drinks, juices, and water. Customer Reviews:
The location where the Appetizers: Small dishes Feedback and ratings
food should be served before the main given by customers about
delivered. course. the food and service.
Delivery Time: The Entrees: Main dishes in a Late Delivery: When the
estimated time when meal. food arrives later than the
the food will arrive. Desserts: Sweet dishes estimated delivery time.
Delivery Fee: The served at the end of a meal. Order History: A record of
charge for delivering Combo Meal: A meal deal past orders placed by the
the food to the that includes multiple items customer.
specified address. for a set price. Minimum Order
Specials: Special Promo Code: A code used to Amount: The lowest total
dishes or offers apply discounts or special amount required for an
available for a limited offers to the order. order to be delivered.
time. Confirmation: Verification of Service Charge: An
Cuisine: The type of the order details before it is additional fee for the
food, such as Italian, processed. service of delivering the
Chinese, or Mexican. Payment Method: The way food.
Allergens: Ingredients the customer will pay for the Delivery App: Mobile or
that some people are order, such as credit card, web application used to
allergic to, like nuts, cash, or mobile payment. place food delivery orders
dairy, or gluten. online.

41
 LESSON 1
Activity 1. Work in pairs and practice conversation.
Sarah: Thank you for calling Naples Pizza My name is
Sarah, and I'll be assisting you with your food order today.
How can I help you?
John: Hi, Sarah! I'd like to place an order for delivery,
please.
Sarah: Of course, I'd be happy to assist you with that. May
I have your name and phone number, please?
John: Certainly. My name is John Smith, and my phone
number is 555-1234.
Sarah : Thank you, John. How can I assist you with your order today? Do you have
a specific menu item in mind?
John : Yes, I'd like to order a large pepperoni pizza, some garlic bread sticks, and a
Caesar salad, please.
Sarah: Great choice! One large pepperoni pizza, garlic bread sticks, and a Caesar
salad. Is there anything else you would like to add to your order, such as drinks or
desserts?
John : No, that's all for now, thank you.
Sarah: Alright, I have your order down: one large pepperoni pizza, garlic breadsticks,
and a Caesar salad. Can you please confirm your delivery address for me?
John: Sure, it's 1823 Main Street, Apartment 4B.
Sarah: Perfect. And may I know if there are any specific delivery instructions for the
driver?
John: Just ring the doorbell, please. I'll be home.
Sarah: Got it, John. Your total for the order is $27.99. How would you like to pay:
cash or card?
John : I'll pay with my card.
Sarah: Great! I'll just need your card number, expiration date, and the three-digit
security code on the back of the card, please.
John: Sure, it's 1234-5678-9012-3456, expiring 12/25, and the security code is 323.
Sarah: Thank you, John. Your payment is confirmed, and your order will be delivered
to 1823 Main Street, Apartment 4B. Your estimated delivery time is 30-45 minutes.
Is there anything else I can assist you with?
John: No, that's it. Thank you for your help, Sarah.

42
 Sarah: You're welcome, John! Thank you for
choosing Naples pizza. We hope you enjoy
your meal. If you have any more questions or
need assistance in the future, feel free to
give us a call. Have a great day!

Activity 2: Answer the following questions with your partner.

1. What kind of food you can’t resist?
2. What food are you craving for?
3. Do you have to admit something about food to someone?
4. What kind of food you better pass?
5. What type of dessert would you like just a bite?

Grammar: Use to/used to

Use use to and used to + the base form of a verb to describe things that were true
in the past but are no longer true in the present.

I used to be crazy about candy, but now I don’t care for it.
She didn’t use to eat cheese, but now she has it all the time.
Did you use to eat a lot of fatty foods? Yes, I did/ Yes, I used to.
What did you use to have for breakfast? (Eggs and sausage. But not anymore)
Why did you use to eat so much? (Because I didn’t use to worry about my health)

Activity 3: Use the context to help you complete each sentence with used to
or didn’t use to
1. Sonya_____________________ to eat a lot, but now, she eats at home more
often.
2. Nina_____________________ eat a lot of pasta, but now she does.
3. Vivian_____________________ a lot of coffee, but now she’s a coffee addict.
4. Anthony_____________________ eat a lot of vegetables, but now he doesn’t.
5. Kathe_____________________ hate seafood, but now, she’s crazy about fish.
6. Tedy_____________________ eat a lot of fatty foods, but now, he avoids them.
7. Timmy _____________________drink a lot of water, but now, he has several
glasses a day.
8. Marie _____________________ like salad, but now, she has salad several times
a week.

 Reinforce here used to and use to. Used to interactive worksheet for Intermediate
| Live Worksheets
LESSON 2

MAKE AN EXCUSE TO DECLINE A FOOD

Activity 1: Read and practice the following conversations.

43
Conversation 1:
Person A: "Hey, I made your favorite chocolate cake! Want a slice?"
Person B: "Oh, thank you so much for offering! I just had a big meal a little while
ago, so I'm absolutely stuffed. I wouldn't be able to do justice to that delicious cake
right now. But I appreciate the gesture!"
Conversation 2:
Person A: "I brought some homemade lasagna for lunch today. Care to join?"
Person B: "Your lasagna sounds amazing, and I appreciate the offer! Unfortunately,
I'm trying to avoid heavy meals right now because I've been feeling a bit under the
weather. I need to stick to lighter foods for a while. But I'm sure it's delicious!"
Conversation 3:
Person A: "I baked fresh cookies! Do you want some?"
Person B: "I'm sure your cookies are fantastic, and I appreciate you offering. I'm
actually on a strict diet plan right now, and I'm trying to avoid sweets and high-calorie
snacks. It's been challenging, but I'm committed to my health goals. Thanks for
understanding!
Vocabulary: Excuses for not eating something (click on the link to listen to the
vocabulary)
click here to listen to the audio

Activity 2: Listen to each conversation. Write the letter to complete each statement.
click here to listen to the comnversations
-----1. Cindy a) is a vegetarian.
-----2. Frank b) is avoiding fatty/salty foods.
-----3. Mary c) is trying to lose weight.
-----4.Susan d) is allergic to something.
-----5. George e) doesn’t care for seafood.
Grammar: Negative yes/ no questions.
Use negative yes/no question:

44
 To confirm information, you think is true
Isn’t Johan a vegetarian? (yes, she is)
Didn’t he go on a diet last week? (Yes, he did)

When you want someone to agree with you

Don’t you love Mexican food? (Yes, It’s delicious)
Wasn’t that a terrible dinner? (Actually no, I thought it was good

To express surprise
Aren’t you going to have cake? (I’m sorry but I’m on a diet)
Hasn’t he tried the chicken? (No, he’s a vegetarian)

Activity 3: Rewrite the following sentences into negative yes/no questions.

Use the correct auxiliary verb and word order. Follow the two examples.
Statement: She resolved the issue for the customer.
Negative Yes/No Question: Didn’t she resolve the issue for the customer?
Statement: They received the payment confirmation email.
Negative Yes/No Question: Didn’t they receive the payment confirmation email?

1. He called the customer back within 10 minutes.

Negative Yes/No Question: _________________________________________
2. We provided the necessary information to the client.
Negative Yes/No Question: _________________________________________
3. You processed the refund for the customer’s order.
Negative Yes/No Question: _________________________________________
4. The team resolved the technical issue.
Negative Yes/No Question: _________________________________________
5. I sent the follow-up email to the client.
Negative Yes/No Question: _________________________________________
6. She updated the customer’s account information.
Negative Yes/No Question: _________________________________________
7. They resolved the billing problem for the customer.
Negative Yes/No Question: _________________________________________

 Reinforce negatives yes/ no questions here. Negative questions exercise |

Live Worksheets

LESSON 3

DESCRIBE LOCAL DISHES

Activity 1: Read the follow recipe for Salvadoran Pupusas and answer the
questions:
1-What’s your favorite pupusa?

45
2-How can you describe to a foreigner what a pupusa is?
Pupusas are a traditional Salvadorian dish made of stuffed corn tortillas. They can
be filled with various ingredients such as cheese, beans, meat, or a combination of
these. Here's a basic recipe for making cheese and bean pupusas, one of the most
popular varieties:
Ingredients: For the pupusa dough (masa):
• 2 cups masa harina (corn flour)
• 1 1/4 cups warm water
• 1/2 teaspoon salt
• For the filling: 1 cup refried black beans
• 1 cup grated mozzarella cheese (or any other cheese of your choice)
• Optional: finely chopped cooked pork, loroco flower, or any other filling you
prefer
For serving:
• Curtido (Salvadoran cabbage slaw)
• Salvadoran tomato sauce
Instructions:
1. Prepare the Pupusa Dough:
• In a mixing bowl, combine masa harina and salt.
• Gradually add warm water and mix until you have a soft, pliable dough. If the
dough is too dry, add a little more water, one tablespoon at a time.
• Cover the dough with a damp cloth and let it rest for 10-15 minutes.
• 2. Prepare the Filling: Mix the refried black beans with the grated cheese. This
will be your pupusa filling.
3. Form the Pupusas:
• Take a golf ball-sized portion of dough and flatten it into a small disc in your hand.
• Place a spoonful of the bean and cheese filling in the center of the disc.
• Carefully fold the edges of the dough over the filling, sealing it completely. Pat it
gently to form a thick, stuffed tortilla.
4. Cook the Pupusas:
• Heat a non-stick skillet or griddle over medium-high heat.
• Lightly grease the surface with oil.
• Place the pupusas on the hot skillet and cook for 3-4 minutes on each side, or
until they are golden brown and crispy.
5. Prepare Curtido (Cabbage Slaw):
• Finely shred 2 cups of green cabbage and 1/2 cup of carrots.
• In a bowl, mix the cabbage and carrots with 1/2 thinly sliced onion, 1/4 cup
chopped fresh cilantro, 1/4 cup apple cider vinegar, 1/4 cup water, 1/2 teaspoon
dried oregano, 1/4 teaspoon red pepper flakes, and salt to taste.
• Let the curtido sit for at least 30 minutes before serving to allow the flavors to
meld.
6. Serve:

46
• Serve the pupusas hot off the griddle with curtido and tomato sauce on the side.
Enjoy your homemade Salvadorian pupusas!
Regenerate
Activity 2: Read the vocabulary to describe food. Then practice the
conversation with a partner.
These words can be used to describe various aspects of food, including
taste, texture, and aroma.
Delicious: Highly Savory: Sweet: Having a Spicy: Having a Bitter: Having a
pleasing to the Pleasantly taste like sugar, strong, hot, or sharp, pungent
taste or smell. flavorful, not honey, or syrup. tangy flavor. taste.
sweet.

Rich: Having a lot Creamy: Smooth Crunchy: Making Tender: Easy to Juicy: Full of
of flavor, often and soft in texture, a sharp noise chew or cut; not juice; moist and
due to high-fat often with a rich when bitten; tough. succulent.
content. taste. having a crispy
texture.

Organic:
Flavorful: Full of Mild: Not strong or Exquisite: Gourmet: High- Produced or
flavor; tasty. spicy in flavor; Extremely quality, often involving
subtle. beautiful, of unique or rare, production
special beauty or food and drink. without the use
charm. of chemical
fertilizers,
pesticides, or
other artificial
agents.

Work in pairs and practice the conversation.

Ioseph: Thank you for calling Our Chicken Recipe customer support. My name is
Ioseph . How may I assist you today?
Claudia: Hi Ioseph, I recently ordered some food from your restaurant, and I wanted
to know more about the dishes I ordered. Can you describe them to me?

47
Ioseph: Of course! I'd be happy to describe the dishes for you. Can you please let
me know the names of the dishes you ordered?
Claudia: Yes, I ordered the chicken curry and the vegetable stir-fry.
Ioseph: Great choices! Our chicken curry is a flavorful and aromatic dish made with
tender pieces of chicken cooked in a rich and creamy tomato-based sauce. It's
infused with a blend of spices, including cumin, coriander, and turmeric, giving it a
perfect balance of heat and flavor. The dish is typically served with fragrant basmati
rice or naan bread, allowing you to enjoy every bit of the delicious sauce.
Claudia: That sounds amazing! And what about the vegetable stir-fry?
Ioseph: Certainly! Our vegetable stir-fry is a colorful medley of fresh, crisp
vegetables sautéed to perfection. We use a combination of bell peppers, broccoli,
carrots, and snow peas, cooked quickly over high heat to retain their natural crunch
and vibrant colors. The stir-fry is seasoned with a savory sauce made from soy
sauce, garlic, and ginger, creating a harmonious blend of flavors.
Claudia: Wow, both dishes sound delicious! Thank you for the detailed descriptions.
Can you also tell me if there are any allergens in these dishes?
Ioseph: Absolutely, I understand the importance of allergen information. The chicken
curry contains dairy products in the form of cream, so if you're lactose intolerant,
please be cautious. As for the vegetable stir-fry, it does not contain any dairy, nuts,
or gluten-based ingredients. However, our dishes are prepared in a kitchen where
cross-contamination can occur, so if you have severe allergies, please let us know,
and we can take extra precautions while preparing your food.
Claudia: Thank you for letting me know. I appreciate your help.
Ioseph: You're welcome! I'm sure you'll love your food. If you have any more
questions or if there's anything else I can assist you with, please feel free to ask.
Enjoy your meal and thank you for choosing Our Chicken Recipe!

Activity 3:Listen to the description of food from around the world and put an X on
the word that completes that description Click here to listen to the audio
It’s Crunchy chewy hard And it tastes salty sweet sour
It tastes salty sweet spicy And it’s soft hard crunchy

It’s soft chewy crunchy And it tastes salty sweet spicy

It tastes salty sweet spicy Some think tastes smells Looks

awful
It tastes smells Looks Great, and it tastes smells Looks
awful
They are crunchy chewy hard And they taste salty sweet spicy

48
 UNIT 7
ABOUT PERSONALITY

GET TO KNOW CUSTOMER’S PERSONALITIES

LESSON 1

4 Different Personality Types Of Customers

The analytical The amiable The expressive The driver

Every person has a distinct personality type and buying decision behavior. Cultural
traditions, race, and social status influence an individual’s decisions and actions. This is why
sales professionals need to understand these key factors to determine a strategy that best
fits them.
Activity 1: Read and practice the following conversation with a partner.
In this call center environment, the customer service representative adapts their responses
to the varying personalities and situations of the customers, ensuring a tailored and
empathetic approach to each interaction.
Regener
Caesar: Thank you for calling Computer premium service
Customer Support. My name is Caesar. How can I assist you
today?
Mr Smith: Hi Caesar, I ordered a product online, and it arrived
damaged. I'm really frustrated about this.
Caesar: I'm sorry to hear that, Mr Smith. I understand how
frustrating that can be. Let me assist you with that. Can you
please provide me with your order number and some details about the damage?
Mr Jhonson: Hello, I need help with my billing statement. I think I was charged incorrectly,
and I want to dispute the charges.
Caesar: Of course, Mr Jhonson. I'll be happy to help you with that. To assist you further,
could you please provide me with your account number and the specific charges you're
disputing?

49
Mrs Williams: Hey there! I just wanted to say that I love your company's products! I recently
bought something, and it's fantastic. I wanted to give you guys a shout-out for your great
work.
Caesar: Thank you so much, Mrs Williams! We really appreciate your kind words and your
support. Is there anything specific you'd like to know or any other way I can assist you today?
Dr Brown: I've been waiting on the phone for ages! This is ridiculous! Your company has
the worst customer service ever!
Caesar: I'm truly sorry to hear about your long wait time, Dr Brown. We value your time, and
I apologize for the inconvenience. I'll do my best to assist you quickly. Can you please let
me know how I can help you today?
Mr Jones: Hi, I have a question about one of your services. I'm not quite sure how it works,
and I need some clarification before I proceed.
Caesar: Of course, Mr Jones . I'm here to help. Please feel free to ask any questions you
have, and I'll provide you with the information you need to understand our services better.
Mrs Miller: Hey, I don't know if this is the right place to ask, but I'm having trouble logging
into my account online. Can you help me with that?
Caesar: Absolutely, Mrs Miller. I can assist you with that. To get started, could you please
provide me with your email address or username associated with your account? I'll guide
you through the process of resetting your password or resolving any login issues you're
experiencing.
Mr Moore: I want to cancel my subscription. I've decided I don't need it anymore.
Caesar: I'm sorry to hear that you want to cancel, Mr Moore. I'll assist you with the
cancellation process. Can you please provide me with your account information or
subscription ID, so I can locate your account and proceed with the cancellation for you?

Grammar: Gerunds and Infinitives. Study the following rules and solve activity 2.
Gerunds and infinitives come from verbs but function as nouns in a sentence, often as
direct objects. REMEMBER: a direct object is a noun that receives the action of
the verb

Gerund Infinitives

-Ing form of a verb to + base form of the verb

Example: She enjoys painting Example: He wants to paint the kitchen

Use a gerund after the following verbs and Use an infinitive after the following verbs
expressions: and expressions:
Avoid, discuss, dislike, don`t mind, choose, decide, expect, hope, learn,
enjoy, feel like, practice, quit, suggest need plant, seem, want, wish, would like

Other verbs and expressions can be followed by either a gerund or an infinitive:

Begin, can’t stand, continue, hate, like, love, prefer, start.

50
Activity 2: Choose the correct form of the verb.
1. Everyone wants making / to make friends.
2. Decide to be / being friendly to everyone you meet.
3. Even if you don't like socializing / to socialize show interest in meeting/to
meet a new person.
4. Don't expect a new acquaintance becoming / to become a new friend.
5. Be patient with people who enjoy talking / to talk about themselves.
6. Avoid to talk / talking too much about yourself.
7. Practice asking / to ask people questions about their interests.
8. Plan doing / to do something you both like.

 Reinforce Gerunds and infinitive her. Gerund and Infinitive worksheet | Live Worksheets
 Pdf online activity: Gerunds and Infinitives | Live Worksheets
 Grade 8 Unit 9 Gerund or Infinitive worksheet | Live Worksheets

Activity 3: Practice the following dialogue with your partner. Talk about your
likes and dislikes.

Sarah : Hello, thank you for calling IKLEA Customer Support. My name is Sarah,
and I'll be assisting you today. May I have your name, please?
Alex: Hi Sarah, my name is Alex. I've been having some issues with my account,
and I was hoping you could help me out.
Sarah : Of course, Alex! I'd be happy to assist you. First, can you please provide me
with your account number or the email associated with your account so I can pull up
your information?
Alex : Sure, my account number is 11-555-234-56789.
Sarah : Thank you, Alex. I see your account now. Before we proceed, may I ask if
there's anything specific you like or dislike about our services? Your feedback
helps us improve our service quality.
Alex : Well, I really like your product features; they're quite innovative and user-
friendly. However, I've been having some issues with the billing process, and that's
what brought me to call today.
Sarah : I appreciate your positive feedback about our product features, Alex. I'm
sorry to hear about the billing issues. We certainly want to resolve that for you. Can
you please share more details about the problem you're facing with the billing?
Alex : Certainly, Sarah. I was charged incorrectly on my last bill, and when I tried
to reach out through email, I didn't get any response. It's quite frustrating because
I've never had this issue before.
Sarah : I understand how frustrating that can be, Alex. I apologize for the
inconvenience you've experienced. Thank you for bringing this to our attention. I'll
make sure to escalate this issue to our billing department, and we'll investigate the

51
incorrect charge for you. Is there anything else you'd like to share about your
preferences or concerns regarding our services?
Alex : Well, I'd appreciate it if there were a more straightforward way to contact
support. It took me a while to find the right number to call. Also, it would be great if
the response time for emails could be improved. Other than that, I'm generally
satisfied with the service.
Sarah : Thank you for your valuable feedback, Alex. We definitely take your
suggestions seriously, and I'll pass along your comments to our management team.
We're constantly working to enhance our customer service experience, and your
input is crucial in this process. Is there anything else I can assist you with today?
Alex : No, that covers everything for now, Sarah. I appreciate your help and
understanding.
Sarah : You're welcome, Alex. Thank you for reaching out to us. If you have any
more questions in the future, don't hesitate to contact us. Have a great day!
Alex : You too, Sarah. Goodbye!
Sarah : Goodbye, and take care!

Activity 2: Answer the following questions based on the conversation:

1. What did Alex like about the company's services?
2. What issue did Alex face regarding billing, and how did Sarah respond to it?
3. What were Alex's suggestions for improvement, and how did Sarah
acknowledge them?
4. Why is customer feedback important for business?
5. How can businesses use customer feedback to improve their products or
services?
6. What are some effective ways for businesses to make it easier for customers to
reach their support teams?
LESSON 2

CHEER SOMEONE UP

ACTIVITY 1: Read and practice the following conversation.

Vanessa: Thank you for calling Brighten Up Helpline! My name is Vanessa. How
can I brighten your day today?
Charles: Hi Vanessa, I'm feeling really down lately. I
just lost my job, and everything seems so
overwhelming.
Vanessa : I'm really sorry to hear that you're going
through a tough time, but I'm here to help lift your
spirits! First of all, I want you to know that it's okay to
feel the way you're feeling. Losing a job can be

52
incredibly challenging. Let's focus on some positive things to cheer you up. What are
some activities or hobbies that used to bring you joy?
Charles: Well, I used to love painting. It always helped me relax and forget about
my problems.
Vanessa : That's fantastic to hear! Painting is a wonderful way to express your
emotions and clear your mind. Maybe you could consider picking up your
paintbrushes again? It might provide a great outlet for your feelings. Also, remember
the feeling of accomplishment and satisfaction you get when you create something
beautiful!
Charles: You're right; I haven't painted in months. I should give it a try again.
Vanessa : I'm glad to hear you're considering it! Is there a specific subject or theme
you enjoy painting? Sometimes, the choice of subject can also inspire and uplift your
mood.
Charles: Sunsets have always fascinated me. The vibrant colors and the sense of
tranquility they bring.
Vanessa : Sunsets are incredibly calming and beautiful. Imagine capturing that
feeling on canvas – the warm hues blending together, creating a serene atmosphere.
Your painting could remind you of the peace that comes after a challenging day. And
hey, maybe you could even experiment with different techniques or styles to make it
even more exciting!
Charles: That sounds like a great idea. I'll definitely give it a shot. Thank you, Sarah.
I already feel a bit better.
Vanessa : I'm really glad to hear that! Remember, you have a talent that can bring
joy not only to yourself but also to others who get to see your artwork. If you ever
feel down again, don't hesitate to reach out. We're here 24/7 to support you. Take
care, and happy painting!

More ideas to cheer someone up:

Activity 2: Roleplay a situation where you must cheer your customer up using some
of the phrases below

POSITIVE WORDS 😄😉 😊 IDEAS TO CHEER SOMEONE UP🥰🥳

 Hang in there  Give a gift
 Don't give up  Watch movies together
 Keep pushing  Share a walk
 Stay strong  Lend an ear
 Never give up  Tell a joke
 Never say “die”  Send a handwritten letter
 Come on! You can do it!  Make dinner

Activity 3: Study the content of gerunds as objects of prepositions and solve the
exercises.

53
 preposition object

I am afraid of flying

She's bored with cooking

She objects to discuss her feelings

Remember: don`t use an infinitive as an object of a preposition
Expressions followed by gerunds:

Adjectives + prepositions Verb + preposition

Angry about Complain about
Excited about Talk about
Depressed about Worry about
Happy about Think about
Sad about
Crazy about
Afraid of Apologize for
Sick of Believe in
Tired of Object to
Bored with

Activity 4: Complete the sentences with preposition and gerunds.

1. Fred is extroverted. Like most extroverted people , he believes in __________ (tell)
the truth to anyone.
2. He never complains __________(work) long hours.
3. He works hard and he doesn't worry__________ (have to) on weekends or holidays.
4. Most of all, he’s afraid of __________(fly)
5. Fred`s wife on the other hand is introverted but she doesn't object __________(talk)
about herself.
6. She's bored of __________(be) a student.
7. She's sick and tired of __________(write) so many long reports.
8. She’s angry __________(have to ) spend so much time in front of a computer.

 Reinforce gerunds + adjectives or prepositions here. Gredunds after prepositions

worksheet | Live Worksheets

LESSON 3

DISCUSS PERSONALITY AND ITS ORIGINS

Activity 1: Read the following reading and solve the activities.

Exploring the Origins of Personality: Nature, Nurture, and Beyond

54
Introduction
Personality, the unique set of characteristics, behaviors, and patterns of thought
that define an individual, has long fascinated psychologists, philosophers, and
everyday people. The question of where personality comes from is a complex and
multifaceted one, often debated between the influences of nature (genetics and
biology) and nurture (environment and upbringing). This reading delves into the
origins of personality, exploring the interplay between genetics, environment, and
other factors that shape who we are.
I. Genetic Foundations
• Inherited Traits: Scientific studies suggest that a significant portion of our
personality is inherited. Genes contribute to various traits such as temperament,
introversion/extroversion, and emotional stability. Research into specific gene
markers has provided insights into the heritability of personality traits.
• Genetic Predispositions: Certain genetic predispositions may make individuals
more susceptible to specific personality traits or mental health conditions. For
example, genes associated with risk-taking behavior or anxiety can influence
personality development.
II. Environmental Influences
• Family Dynamics: Families play a crucial role in shaping personality. Parenting
styles, sibling interactions, and family structures can impact traits like self-
esteem, sociability, and resilience. Children raised in nurturing and supportive
environments often exhibit different personality traits than those in dysfunctional
families.
• Cultural and Societal Factors: Culture molds personality by defining norms,
values, and expectations. Cultural variations influence attitudes towards
individualism, collectivism, assertiveness, and emotional expression. Societal
changes and technological advancements also introduce new factors that shape
personality in contemporary contexts.
III. The Role of Early Experiences
• Attachment Theory: Early attachments formed with caregivers influence the
development of personality. Secure attachments foster trust and emotional
regulation, leading to confident and sociable individuals. Insecure attachments,
on the other hand, can result in anxiety, avoidance, or clinginess.
• Trauma and Adversity: Traumatic experiences during childhood or later in life
can significantly impact personality. Individuals who have faced adversity may
develop resilience, empathy, or, conversely, struggle with trust issues and
emotional regulation.
Conclusion
The origin of personality is a complex interplay between genetic predispositions,
early experiences, and ongoing interactions with the environment. While genes
provide the blueprint, the environment sculpts the final form. Understanding the
origins of personality is not only a scientific endeavor but also a deeply human one,
offering insights into our individual differences and shared humanity. Embracing the
intricate dance of nature, nurture, and personal agency allows us to appreciate the
richness of human personality in all its diverse forms.

55
 Answer the following questions based on the previous reading:
1. What strategies can a Customer Service Representative employ to effectively
handle demanding customers who are dissatisfied with the company's products
or services?

2. How should a CCR adapt their communication style when dealing with elderly
customers who may not be familiar with modern technology and prefer traditional
methods of interaction?

3. What specific techniques can a CCR use to empathetically assist first-time

customers who are unfamiliar with the company's policies, products, or services?

4. In what ways can a CCR handle situations where they encounter customers from
diverse cultural backgrounds, ensuring respectful communication and avoiding
misunderstandings related to cultural differences?

5. How can a CCR effectively manage interactions with impatient customers who
expect immediate solutions to their problems, and how can they balance
providing prompt assistance with ensuring accurate and helpful responses?

56
 UNIT 8
THE ARTS

RECOMMEND A PIECE OF ART

Vocabulary: Types of art

Drawing Jewelry Fashion Pottery

Sculpture Painting Photography Abstract art

LESSON 1

Activity 1: Conversation. Read and practice the following conversation.

Customer: Hello, I'm interested in purchasing a piece of art for my living room. I'm
looking for something unique and contemporary.
Agent: Hello! Thank you for contacting us. I'd be happy to help you find the perfect
piece of art for your living room. Could you please tell me more about your
preferences? Do you have a specific style or artist in mind?
Customer: I'm open to different styles, but I lean towards abstract art. I love vibrant
colors and bold designs. Something that can be a focal point in my living room.
Agent: That sounds great! Abstract art offers a wide range of creative expressions.
We have several talented artists in our collection who create vibrant and bold
abstract pieces. Are you looking for a specific size for the artwork?
Customer: I have a relatively large empty wall, so I'm thinking of something around
4 feet by 6 feet. Do you have any recommendations within that size range?

57
Agent: Absolutely, that size can make a striking statement. One of our popular
pieces in that size range is an abstract painting titled "Ethereal Harmony" by artist
Emilio Carranza. It features a vibrant mix of colors and intricate brushwork, creating
a sense of movement and depth. Many customers have found it to be a captivating
addition to their living spaces. Would you like more details about this artwork?
Customer: Yes, please tell me more about "Ethereal Harmony." What inspired the
artist to create it?
Agent: "Ethereal Harmony" is inspired by the interplay of emotions and colors in the
artist's life. The blending of bold and soft hues represents the harmony found within
contrasting elements. The artist intended to evoke a sense of wonder and
contemplation, allowing viewers to interpret the piece in their own unique ways. The
painting is created using high-quality acrylics on canvas, ensuring its longevity and
vibrancy over time.
Customer: That sounds wonderful. Can you tell me about the pricing and the
process of purchasing this artwork?
Agent: Certainly! "Ethereal Harmony" is priced at $1,000. To purchase, we can
securely process your payment over the phone. We accept major credit cards and
can also provide you with details for a bank transfer if you prefer. Once the payment
is confirmed, the artwork will be carefully packaged and shipped to your address.
We offer free shipping and insurance to ensure the safe delivery of the artwork to
your doorstep. Is there anything else you would like to know or any other
assistance you need?
Customer: No, that covers everything. I'm excited about purchasing "Ethereal
Harmony." Let's proceed with the payment.
Agent: Fantastic! I'll guide you through the payment process. Thank you for
choosing our artwork to adorn your living room. I'm sure "Ethereal Harmony" will
bring a touch of creativity and beauty to your home. If you have any further questions
or need assistance in the future, feel free to reach out. Have a wonderful day!
Activity 2: Read the adjectives to describe art below. Then, complete the
sentence using the correct adjectives.
Adjectives to describe art
Beautiful Thought-provoking Silly Unusual
Exciting Awful Depressing Practical
Fascinating Boring Feminine Interesting
Relaxing Weird Masculine Modern

1. I don’t like that painting, it’s too___________________, I doesn’t make any

sense.
2. Botero’s artwork is so_________________. You’ll never get bored.
3. Dali’s artworks are too much _________________.They make me feel sad.

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 4. _________________paintings such as The Giaconda by
Leonardo DaVinci are ultra fascinating.
5. Personally, I don’t like ___________ paintings, I’m old fashion
person.
Grammar: Active and passive voice
Active voice and passive voice are two different ways to express actions in a
sentence. The distinction between them lies in the focus of the sentence: whether
the subject is performing the action or receiving the action.
Active Voice: In active voice, the subject of the sentence performs the action
denoted by the verb. The typical order of an active voice sentence is subject-verb-
object.
Example:
• Active: Architect Frank Gehry designed The Guggenheim Museum in Bilbao,
Spain.

Passive Voice: In passive voice, the object of the action becomes the subject of
the sentence. The focus is on what or who is receiving the action. Passive voice
sentences are usually formed using a form of the verb "to be" (such as is, am,
are, was, were, etc.) along with the past participle form of the main verb.
Example:
• Passive: The Guggenheim Museum in Bilbao Spain was designed by
architect Frank Gehry.

Key differences between active and passive voice:

Focus: Active voice: Focuses on the doer of the action.
Passive voice: Focuses on the receiver of the action.
Structure: Active voice: Subject-Verb-Object
Passive voice: Object-Verb (formed using a form of "to be" + past
participle) [+ Agent]
Clarity and Directness:
Active voice is often clearer and more direct because it is straightforward about
who is performing the action.
Passive voice can be less clear, especially if the agent is omitted, leaving readers
wondering who or what performed the action.
It's important to note that both active and passive voices have their own
appropriate uses in writing, and the choice between them depends on the context
and what the writer wants to emphasize in a particular sentence.

Regenerate
Activity 3: Change each sentence from the active voice to the passive voice
as in the example. Use by phrase.
Example:
Active: The French artist August Rodin created the sculpture The Thinker

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Passive: The sculpture The Thinker was created by the French artist August Rodin
1. Leonardo da Vinci painted the Mona Lisa the sixteenth
century.___________________________
2. Brazilian photographer Sebastiao Salgado took that photograph in
2007.____________________
3. Mexican filmmaker Alfonzo Cuaron directed the 2013 3D film
Gravity.______________________
4. Japanese master printmaker Katsushika Hokusai made the print over a century
ago.__________
5. Korean fashion designers Sang A Im-Propp created these beautiful
handbags._______________
Activity 4: Practice the following conversation with your partner.
Vincent: Be sure not to miss the Golden Museum in Bogota
Amanda: Really? Why is that?
Vincent: Well, for one thing, it is famous for its large collection of
jewelry and sculptures.
Amanda: No kidding! I’ve always wanted to see El Dorado’s Raf
Vincent: Well, I’ve heard it is made of gold and emeralds. You'll love it.
Amanda: Thanks for the suggestions
Activity 5. Listening activity: Emphatic stress. Notice how stress is
emphasized to show enthusiasm. Listen and repeat.
Click here for the audio
No kidding! That’s perfect. That’s terrific! How Exciting!

That’s fantastic! How interesting! That’s wonderful! How nice!

LESSON 2

ORDERING A PIECE OF ART

Vocabulary: click here to listen to the audio

Glass: A glass pitcher Cloth: A cloth bag Stone: a stone bowl

60
 Ceramic : A ceramic plate
Wood : A wood figure Gold : A gold bracelet

Activity 1: Practice the following conversation with your partner. Notice the
expressions in bold.
Customer: Hello, thank you for calling Handicraft Haven! My name is Sarah. How
can I assist you with our beautiful handicrafts today?
Caller: Hi Sarah, I'm interested in purchasing some
handmade crafts. Could you tell me more about
what you offer?
Sarah: Of course! We have a wide range of
handmade handicrafts, including intricate pottery,
colorful textiles, exquisite jewelry, and unique home
decor items. Our artisans use traditional techniques
to create high-quality products. Is there a specific
type of handicraft you're interested in?
Caller: I'm actually looking for a gift for my sister. She loves jewelry. Do you have
any handmade jewelry pieces available?
Sarah: Absolutely, we have a stunning collection of handmade jewelry crafted by
skilled artisans. We offer everything from delicate earrings and necklaces to bold
statement pieces. Each piece is crafted with care and attention to detail. Is there a
particular style or material you have in mind?
Caller: She likes silver jewelry with natural stones. Do you have anything like that?
Sarah: Yes, we do! We have a beautiful selection of silver jewelry embedded with
various natural stones like turquoise, amethyst, and opal. These pieces are not only
visually appealing but also carry unique energies. If you're looking for a specific stone
or design, I can help you find the perfect piece.
Caller: That sounds great! Can you tell me more about the craftsmanship involved
in these jewelry pieces?

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Sarah: Certainly! Our artisans handcraft each piece of jewelry with great skill and
precision. They use traditional silversmithing techniques, such as casting, forging,
and filigree, to create intricate designs. The natural stones are carefully selected and
expertly set to enhance their beauty. Our craftsmen take pride in their work, ensuring
that each piece meets our high standards of quality and craftsmanship.
Caller: That sounds amazing. I think I've found the perfect gift for my sister. How
can I place an order?
Sarah: I'm thrilled to hear that! To place an order, I can assist you right now. I'll
need some details from you, including the item code, quantity, and your shipping
information. Once I have that information, I can process your order, and you'll receive
a confirmation email with the details of your purchase.
Caller: Great! I have the item code ready. It's HJ-567. I would like to order one piece,
please.
Sarah: Perfect! Thank you for providing the item code. I have added one piece of
the HJ-567 silver necklace with natural turquoise to your order. May I have your
name and shipping address, please?
Caller: My name is Emily Turner, and I live at 123 Maple Street, Anytown, USA.
Sarah: Thank you, Emily. I have your name and address. Your order for the HJ-567
silver necklace with natural turquoise has been placed successfully. You will receive
a confirmation email shortly with the order details and payment instructions. Is there
anything else I can assist you with today?
Caller: No, that's all. Thank you for your help, Sarah.
Sarah: You're welcome, Emily! If you have any more questions in the future or
need assistance, feel free to reach out. Have a wonderful day and thank you for
choosing Handicraft Haven!

Grammar: The passive voice question:

• Was this stone figure carved by
hand?
• Were these wood bracelets made in
Thailand?
• What is it made of?
• What is this ceramic bowl used for?
• When was this picture painted?
Yes, it was/ no, it wasn’t.
Yes, they were/no, they weren’t.
It’s made of wood.
It’s used for preparing food.
It was painted in 1980s.

Activity 2: Write information questions using the passive voice.

A- A-
B- The glass? They were made by hand. B-These wood chains? They
were made in Venezuela
A- A-
B-That silver bowl? It’s used for serving sugar. B-That Chenese bag? It was
made by machine

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 A- A-
B-This beautiful figure? It’s made of gold B-This cup? It’s made of
ceramic

LESSON 3

TALK ABOUT ARTISTIC TALENT

Activity 1: Read the following conversation and answer the questions. Then,
practice the conversation with a partner.
Talent management is a critical aspect of human resources and organizational
development. It involves various processes and practices aimed at attracting,
developing, retaining, and maximizing the potential of employees within an
organization. There are numerous resources available for reading about talent
management, including books, articles, and research papers. Read the following
conversation.
Customer: Hello, I'm interested in learning more about your talent management
services. Can you provide me with some information?
Agent: Of course, I'd be happy to help you with that! Our talent management
services are designed to help businesses identify, recruit, develop, and retain top
talent. We offer a range of solutions tailored to your specific needs. Could you please
provide me with some more details about your requirements or the specific aspects
of talent management you're interested in?
Customer: Certainly. I'm particularly interested in how your services can help us
identify and recruit the right candidates for our organization. What methods do you
use for talent identification and recruitment?
Agent: Great question! We employ a variety of methods to identify and recruit top
talent. Firstly, we conduct thorough assessments to understand your organization's
culture, values, and specific job requirements. Then, we utilize advanced data
analytics and industry insights to identify potential candidates who align with your
needs. We also leverage social media platforms, professional networks, and job
portals to reach a wider pool of candidates. Our team of experienced recruiters then
conducts rigorous interviews and evaluations to ensure that the candidates we
recommend are not only qualified but also a great fit for your company culture.
Customer: That sounds impressive. How do you ensure that the candidates you
recommend are the right fit for our organization in terms of skills and cultural fit?
Agent: We have a multi-step screening process that evaluates candidates based on
their skills, experience, and cultural fit. Our team conducts in-depth interviews to
assess their technical abilities and qualifications. Additionally, we assess their
interpersonal skills, adaptability, and alignment with your company values and
culture. We believe that a candidate's cultural fit is as important as their skills, as it
ensures they can integrate seamlessly into your organization and contribute
positively to your team.

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Customer: I see. Can you also tell me about your approach to talent development
and retention?
Agent: Certainly! Talent development is a crucial aspect of our services. We offer
personalized training programs and continuous learning opportunities to help your
employees enhance their skills and stay updated with industry trends. We also
provide mentoring and coaching services to nurture their professional growth within
your organization. As for retention, we work closely with you to create a positive work
environment, offering competitive benefits, recognition programs, and career
development opportunities. By fostering a supportive workplace culture, we help you
retain your top talent and reduce employee turnover.
Customer: That all sounds very comprehensive. I appreciate the detailed
information. How do we get started with your talent management services?
Agent: I'm glad you're interested! To get started, we can schedule a meeting with
our team to discuss your specific requirements in more detail. During the meeting,
we'll gather more information about your organization and your talent management
needs. After understanding your unique challenges and goals, we can customize a
tailored solution for you. Would you prefer to schedule a meeting now, or is there
any other information you would like before we proceed?
Customer: I think scheduling a meeting would be the next logical step. How can we
go about that?
Agent: Fantastic! I will arrange for one of our specialists to reach out to you to
schedule a convenient time for the meeting. They will guide you through the process,
answer any further questions you might have, and ensure that we create a
customized talent management solution that aligns perfectly with your organization's
needs. Thank you for considering our services, and we look forward to working
with you to enhance your talent management strategies.
Customer: Thank you for your assistance. I look forward to speaking with your
specialist soon.
Agent: You're welcome! Have a great day, and we'll be in touch soon. If you have
any more questions in the meantime, feel free to reach out. Take care!
Answer the following questions according to the conversation.

Question 1: What is the main idea of the conversation?

Question 2: What is talent management services?
Question 3: What methods are mentioned for talent identification and recruitment?
Question 4: Do any of your family members or friends have management talent?
Question 5: Do you think you have natural management talent?
Question 6: Do other people think you’re talented?
Question 7: In which of the management area do you think you may have talent?

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 UNIT 9

TECHNICAL ASSISTANCE

LESSON 1

TROUBLESHOOT A PROBLEM

Vocabulary: The computer screen, components and commands click here to

listen to the audio
A monitor A mouse A pull down A scroll bar
menu

A screen A touch pad A tool bar A cursor

Open a file Print a file Cut text Paste text

Save a file Close a file Copy text

65
 LESSON 1

Activity 1: Listen to activate vocabulary. Listen. Check the computer

command each person needs. Click here to listen to the audio

1. He needs to click on
2. She needs to click on.
3. He needs to click on.
4. She needs to click on.
5. He needs to click on.
6. She needs to click on.

Activity 2: Conversation. Read and practice the following conversation.

A technical support call center conversation typically follows a structured format to
ensure effective communication and problem resolution. Here's an example of a
conversation between a customer (Sara) and a technical support representative
(Alex):
Alex: Thank you for calling AT and T Technical Support. My name is Alex. How can
I assist you today?
Sara: Hi Alex, my name is Sarah. I'm having trouble with my computer. It keeps
freezing whenever I try to open certain applications.
Alex: I'm sorry to hear that, Sarah. Let's get that sorted out for you. To better assist
you, can you please provide me with your account number and a brief description of
the issue?
Sara : Sure, my account number is 123456789. The problem started yesterday.
Whenever I try to open Microsoft Word or Excel, the whole system becomes
unresponsive, and I must force restart the computer.
Alex: Thank you for the information, Sarah. It sounds frustrating. Let's try a few
troubleshooting steps. First, could you please check if your operating system and
the applications are up to date? Outdated software can sometimes cause
compatibility issues.
Sara : I'm not sure how to do that.
Alex: No worries, I can guide you through it. For your operating system, click on the
Start button, go to Settings, then Update & Security, and finally, click on Windows
Update to check for updates. For Microsoft Office, open Word or Excel, click on File,
then Account, and look for Office Updates. If there are updates available, please
install them, and let me know if the issue persists.
Sara : Okay, I'll do that right now. Just a moment... Alright, I've updated both my
Windows and Office applications.

66
Alex: Great job, Sarah! Let's see if the issue is resolved. Try opening Word or Excel
again and see if the problem persists.
Sara : Okay, I'm opening Word now... Oh, it seems to be working fine now! Thank
you so much, Alex!
Alex: You're welcome, Sarah! I'm glad to hear that it's working now. Is there anything
else I can assist you with today?
Sara: No, that was my main concern. Thank you for your help.
Alex: It was my pleasure, Sarah. If you have any more questions in the future, don't
hesitate to reach out. Have a great day!
Sara : You too, Alex. Goodbye!
Alex: Goodbye, Sarah. Take care!

Vocabulary:
Technical support vocabulary refers to the specialized terms and phrases used
in the field of technology and customer support to communicate effectively with
users and resolve technical issues. Here are some common technical support
terms and phrases:
Customer Support Phrases:
How can I assist you today?
I understand your concern.
Thank you for reaching out to us.
I'm here to help you.
Please provide me with more details about the issue.
Let me look into this for you.
Is there anything else I can assist you with?
Your issue has been resolved.
Is there any other problem you would like me to address?

Problem-Solving Phrases:
Have you tried restarting your device?
Let's perform a diagnostic test.
I will guide you through the troubleshooting process.
Please follow these steps.
It seems to be a connectivity issue.
I will escalate this issue to our technical team.
I apologize for the inconvenience.
We are working on a solution.

Using appropriate technical support vocabulary ensures clear communication and helps in
resolving customer issues effectively and efficiently.
 Technical Terms:
 Hardware: Refers to physical components of a computer or electronic system.
Examples: CPU, motherboard, hard drive, etc.

67
 Software: Refers to programs and applications that run on a computer. Examples:
Operating systems, browsers, word processors, etc.
 Operating System (OS): Software that manages computer hardware and provides
services for computer programs.
 Driver: Software that allows the operating system to communicate with hardware
devices.
 Browser: Software for accessing information on the internet (e.g., Chrome, Firefox).
 Firewall: Security system that prevents unauthorized access to or from a private
network.
 Router: Device that forwards data packets between computer networks.
 IP Address: Numerical label assigned to each device connected to a computer network.
 Cache: Temporary storage area where frequently accessed data is stored for quick
retrieval.
 Plug and Play: Feature that allows devices to be automatically detected and configured
by the computer.
 Bug: An error or flaw in a software program that causes it to behave unexpectedly.
 Virus: Malicious software that can replicate itself and spread to other computers.
 Malware: General term for various types of malicious software, including viruses,
ransomware, and spyware.
 RAM (Random Access Memory): Computer memory that is used to store data and
machine code currently being used.
 CPU (Central Processing Unit): The "brain" of the computer, responsible for executing
instructions from programs.

Grammar: Infinitive of purpose

An infinitive can be used to express a purpose.

I scrolled down to read the text (=because I wanted to read the text)
Put the cursor on the toolbar to choose a file (= if you want to choose a file)

Answering a why question with an infinitive of purpose is like answering with

because.
Why did you click on that icon? To save the file before I close it.
Why did you highlight that word? To select it, so I can copy it.

Activity 3: Complete the sentences in your own way. Use infinitive of purpose
1. Don’t forget to click on the save icon _______________________________
2. You can click on the print icon ____________________________________
3. Put the cursor on the pull-down menu ______________________________
4. I bought a new scanner _________________________________________
5. I e-mailed my friend ____________________________________________
6. I connected to internet __________________________________________

LESSON 2

COMPARE PRODUCT FEATURES

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Activity 4: Read the following comparison of computers.
Laptop Model Astral vs. Laptop Model BeTa
Specification Laptop Model Astral Laptop Model BeTa
Processor Intel Core i7-10th Gen AMD Ryzen 9 5000 Series
RAM 16GB DDR4 32GB DDR4
Storage 512GB SSD 1TB NVMe SSD
Graphics NVIDIA GeForce RTX 2060 NVIDIA GeForce RTX 3080
Display 15.6-inch FHD IPS 17.3-inch QHD IPS
Resolution 1920 x 1080 2560 x 1440
Operating System Windows 10 Home Windows 11 Home
Weight 4.2 lbs. (1.9 kg) 5.5 lbs. (2.5 kg)
Battery Life Up to 8 hours Up to 6 hours
Ports 3 x USB 3.0, 1 x USB-C, 4 x USB 3.2, 1 x USB-C,
HDMI, SD Card Reader HDMI, Ethernet, SD Card
Reader
Price $1500 $2000
Laptop Model A: Laptop Model A offers a powerful 10th generation Intel Core i7
processor, a good balance of RAM and storage for multitasking and storage needs.
It has a high-end graphics card, making it suitable for gaming and resource-intensive
tasks. The 15.6-inch display provides a standard Full HD resolution, making it a good
choice for productivity and entertainment.
Laptop Model B: Laptop Model B, on the other hand, features the latest AMD Ryzen
9 5000 series processor, offering excellent performance for both gaming and
productivity. It comes with a larger 17.3-inch QHD display, providing a higher
resolution for sharper visuals.
The laptop has a generous 32GB of RAM, allowing for smooth multitasking, and a
spacious 1TB NVMe SSD for ample storage. The powerful NVIDIA GeForce RTX
3080 graphics card ensures top-notch gaming and graphics performance.
Considerations:
• If you prioritize portability and longer battery life, Laptop Model Astral might be a
better choice due to its lighter weight and slightly longer battery life.
• If you need a larger display, higher graphics performance, and more RAM, Laptop
Model BeTa would be the preferred option, despite being heavier and having a
shorter battery life.
• Pricing is a crucial factor; choose the one that fits your budget while meeting your
performance and feature requirements.

Grammar: Comparison as... as

To express similarity
Use as... as with an adjective to indicate how two things are equal or the same.
Use the verb just for emphasis.
Example: The new speakers are as good as the older ones
The IFriend tablet is just as nice as the F40.

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 Use the adverb almost in affirmative statements to indicate that two things are
very similar but not exactly the same.
Example: The Zeta Be is almost as fast as the Panasox.
To express difference:
Use not as... as to indicate how two things are different.
Our new printer isn’t as noisy as the old one.
Use not quite when the difference is very small.
The G4 isn’t quite as expensive as the Z90.
Use not nearly to indicate that there’s a big difference.
The Panasox isn’t nearly as affordable as the Zeta Be
You can use shortened statements with as when the meaning is clear.
The old motor was great, but the new one is just as good.

Activity 5: write a sentence with as... as a and the cue to compare the
products.
1. The new keyboard is popular. The one from Digital is popular, too (just)
__________________________________________________________________
2. The Xcuse joystick is easy to use. The Rockstar joystick is also easy to use
(just)
__________________________________________________________________
3. The P40 monitor is large. The C30 monitor is a little larger than the P40.
(almost)
__________________________________________________________________
4. Comcet’s new mini tablet is very small. Sango’s new mini tablet is also very
small (just)
__________________________________________________________________
5. The CCC speakers are very powerful. The soundwave speakers are much
more powerful (not/nearly)
__________________________________________________________________
6. The Falcon monitor is very inexpensive. The sentinel monitors are a little more
expensive (not/quite)
__________________________________________________________________

LESSON 3

DESCRIBE HOW YOU USE COMPUTERS

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Activity 1: Read and practice the following conversation.
Roger: Hello, I'm having trouble with my internet connection. It's been slow lately.
Sharon: I'm sorry to hear that you're experiencing slow internet. I'd be happy to help you
with that. Can you please provide me with your account number,
or the phone number associated with your account?
Roger: Sure, my account number is 801-2345-6789.
Sharon: Thank you for providing that information. I see your
account here. Let me run a quick diagnostic on your internet
connection to see what might be causing the slowdown. Please
bear with me for a moment.
Sharon: Thank you for waiting. It looks like there might be some
signal interference causing the slow internet speed. Have you made any changes to your
home setup recently, like adding new electronic devices or moving your router?
Roger: Well, we did add a new smart TV in the living room recently. Could that be causing
the issue?
Sharon: Yes, that could potentially be the cause. Electronic devices like smart TVs can
sometimes interfere with Wi-Fi signals. I recommend moving your router to a more
centralized location in your home and away from other electronic devices. Also, make sure
there are no obstacles blocking the signal between your router and the devices you're using.
Roger: Alright, I'll try moving the router and see if that helps. Is there anything else I can do
to improve my internet speed?
Sharon: Another thing you can try is resetting your modem and router. Unplug the power
cables, wait for about 30 seconds, and then plug them back in. This can often help resolve
minor connectivity issues. If the problem persists after trying these steps, please don't
hesitate to give us a call back. We're here 24/7 to assist you.
Roger: Okay, I'll give that a shot. Thank you for your help and quick response.
Sharon: You're welcome! If you have any more questions or concerns, feel free to reach
out. Have a great day!

Vocabulary: Internet activities

Visit a website go to a specific address on the internet and read its content
Surf the internet visit a lot of different websites for information that interests
you
Join an online group become a member of an internet groups to meet friends and
share information.
Post a message add your comment to an online discussion.
Attach a file Place a document or photo into an e-mail.
Upload a file move a document, music file or picture from a personal
computer onto the internet.
Share a link send an e-mail or post a message with their address of an
interesting website you one someone to visit.
Download an application download a useful program that you use to play games or
perform talk.

71
 Send an instant chat with someone online.
message
Look up for information go to a website to learn about something.

Activity 2: Listening comprehension. Listen to people describe how they use the
internet. Listen again and check the activities each person does.
Click here to listen to the audio

GEORGE SONIA ROBERT NADIA

Buys products
Download music

Checks the latest news

Participates in online
groups

Plays online games

Send instant messages

Surfs the internet

Upload photos

Uses a computer at work

Activity 3: Describe how do you use the internet. Ask and answer these questions
with your partner.

1. How many hours a week do you spend online?

2. Where do you use the internet? At work? At home?
3. What do you usually check on the internet?
4. What device do you use to connect to internet?

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 UNIT 10

ETHIC AND VALUES

LESSON 1

DISCUSS ETHICAL CHOICES

Activity1: Read and practice the following conversation.
Scene: A bustling call center, where customer service representative Sophia is on a
call with a concerned customer named Lisa. Lisa is inquiring about a controversial
product that the company sells, which has raised ethical concerns in the community.
Sophia: Thank you for calling our customer service center. This is Sophia speaking.
How may I assist you today?
Lisa: Hi Sophia, I'm calling about your company's new product. I've read some
concerning things about its ethical implications. Can you shed some light on this?
Sophia: Of course, I understand your concerns, Lisa. Our company is aware of the
discussions surrounding this product. We strive to be transparent and ethical in all
our practices. The product in question has been controversial, and we take these
concerns seriously.
Lisa: I appreciate your honesty. I've read that the production process might be
harmful to the environment. Is that true?
Sophia: Yes, there have been environmental concerns raised. Our company is
actively working on reducing the environmental impact of our products. We've
initiated projects to minimize waste and implement eco-friendly practices in our
manufacturing processes. We understand the importance of sustainability and are
committed to making positive changes.
Lisa: That's good to hear, but what about the ethical treatment of workers involved
in making the product? Are they paid fairly, and is their safety ensured?
Sophia: Absolutely, Lisa. We adhere to strict labor standards and regulations to
ensure that all workers involved in the production of our products are treated fairly
and ethically. We have ongoing audits and collaborations with labor organizations to
maintain a safe and respectful working environment for everyone involved.
Lisa: I'm glad to hear that steps are being taken, but what about the community
where these products are being produced? Are they negatively affected?
Sophia: We are deeply committed to being responsible corporate citizens. Our
company actively engages with the communities where we operate. We invest in
community development programs, education, and healthcare initiatives to create a

73
positive impact. We continuously assess our community engagement efforts to
ensure they align with the needs and concerns of the residents.
Lisa: Thank you for addressing my concerns, Sophia. It's reassuring to know that
your company is taking steps to be more ethical and responsible.
Sophia: You're welcome, Lisa. We appreciate your feedback and understanding. If
you have any more questions or concerns in the future, please don't hesitate to reach
out. We value your perspective, and it helps us make better ethical choices as a
company.
As the call ends, Sophia reflects on the importance of addressing ethical concerns
openly and honestly. The conversation serves as a reminder of the company's
responsibility to its customers, employees, and the communities it serves, prompting
ongoing efforts to make ethical choices in all aspects of its operations.
Vocabulary: Idioms.
Activity 2: Match each idiom with its meaning.
1. An arm and a leg A- face a difficult situation.
2. Split B- what you said or did was exactly
right.
3. Put yourself in someone’s shoes C-something very easy to do.
4. A drop in the bucket D- work late into the night
5. I couldn’t face myself E- a small amount of money.
6. Bite the bullet F- I would feel bad about it.
7. Hit the nail on the head G- a lot of money.
8. Piece of cake H- imagine another person’s point
of view.
9. The ball is in your court J-leave.
10. Burn the midnight oil I- It's someone else’s responsibility.

Grammar: The unreal conditional

Meaning: The unreal conditional sentences describe the result of unreal
conditions-conditions that don’t exist
Unreal action or condition: result if they were true.
If I found a wallet in the street. I’d try to return it (unreal= I
haven’t found one)
Formation:
In the if clause, use the simple past tense. For the verb to, always use were
In the clause result, use would + a base form

Unreal action or condition Result (if they were true)

If I had to make a hard decision I would try to do the right thing
If she knew how to speak French She’d help me

74
 If you broke something in a store Would you pay for it?
If you were Matt What would you do?
If I were you I wouldn’t do that
If you weren’t my friend I wouldn’t tell you what happened

Activity 3: Complete each unreal conditional sentence with the correct form
of the verb in parenthesis.
1. If they ______ the wrong price on the coat, ______ you _______ it without
telling the clerk? (put / buy)
2. I’m sure you ______ something if the restaurant check ______ wrong (say / be)
3. If I ______ an expensive piece of jewelry in a public bathroom, and I ______
the owner, I ______ keep it. (find / can not /not keep)
4. If you ______friends with someone who did something wrong ______you
______ something to him or her?
5. If you ______ two tickets, ______ you ______ one to a friend? (have / give)
6. What ______ if it ______ here tomorrow? (happen / snow)
7. They ______ to India if they ______ the money. (go / have)
8. If you ______ two jackets instead of one you ordered, ______you ______ one
of them back?(receive / send)
9. If they ______ here, what_______ them? (be / happen)

LESSON 2

RETURN SOMEONE ELSE´S PROPERTY

Activity 1: Read the following conversation. Practice in pairs.

Angel: Thank you for calling AT and T Customer Support. My name is Angel , and
I'm here to assist you. How can I help you today?
Mortimer: Hi, I recently received my order, and it looks like there was a mistake. I
received an extra product that I didn't order.
Angel: I apologize for the inconvenience and thank you for bringing this to our
attention. I understand how frustrating that can be. To assist you further, may I please
have your order number and the item you received in error?
Mortimer: Sure, my order number is 1-800-010200-3456789, and the extra item I
received is a pair of shoes.
Angel: Thank you for providing that information. I'm sorry for the mix-up. We'll
definitely take care of this for you. I'll process a return for the extra item right away.
You won't be charged for it, and we'll arrange for it to be picked up from your address.
Would that be convenient for you?
Mortimer: Yes, that works for me. How long will it take to arrange the return?

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Angel: Typically, it takes 1-2 business days to process the return request. Once the
return request is processed, our courier service will contact you within the next 2-3
business days to schedule a convenient pickup time for you. They'll provide you with
all the necessary details and instructions.
Mortimer: Alright, that sounds good. Is there anything else I need to do for the
return?
Angel: No, you don't need to worry about anything else. We will handle the entire
return process for you. You should receive an email confirmation shortly with the
details of the return request and pickup schedule. If you have any more questions or
concerns, feel free to reach out to us. Is there anything else I can assist you with
today?
Angel: No, that's all. Thank you for your help.
Angel: You're welcome! If you have any more questions in the future, don't hesitate
to contact us. Have a great day!
Grammar: possessive pronoun /whose

Possessive pronouns can replace nouns and nouns phrases.

They answer questions with whose and clarify answers to questions with which.
A: Whose coat is this? B: It’s mine (= it is my coat)
A:Which is her cup? B: This one is hers

Subjec Possessi Possessiv example

t ve e pronoun
prono adjective
un
I My Mine That’s my jacket/ It’s mine
You Your Yours Your dinner was great/ Yours was great
He His His Are these his keys?/ Are this his?
She Her Hers She drives her car to work/ She drives hers to
work
We Our Ours These are our shoes/ These are ours
They Their Theirs They finished their assignment/ They finished
theirs

Activity 2: Rewrite the following sentences with the correct possessive

pronoun.
Example:
Those gloves are my gloves Those gloves are mine

1. That is her coat _____________________________________________

2. The books on the table are Mr. Davidson’s _______________________
3. Their car and our car are parked in the same street ___________________
4. Are those my tickets or her tickets? ____________________________

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5. The white house is my mother’s house _____________________________
6. Is this painting your painting or her brother’s painting? _________________
7. The newspaper under the chair is his daughter’s paper ________________
8. Is this DVD your DVD or your friends? _____________________________
9. Are these your son’s shoes? _____________________________________

Activity 3: Choose the correct possessive adjective or possessive pronoun

to complete each sentence.

1. Maria: Is this ___ computer?

a) your b) yours
2. Call Center Manager: Please submit ___ reports by the end of the day.
a) your b) yours
3. John: I can't find ___ headset. Have you seen it?
a) my b) mine
4. Lisa: The customer complimented ___ service skills on the phone.
a) my b) mine
5. Manager: Is this ___ pen on the desk?
a) your b) yours
6. Paul: No, it's not ___ pen. ___ is in the drawer.
a) my, Mine b) mine, Yours
7. Call Center Trainer: Remember to bring ___ training materials to the meeting
tomorrow.
a) your b) yours
8. Customer Support Representative: I think this headset is ___.
a) my b) mine
9. Supervisor: Yes, it's ___ headset. Thank you for returning it.
a) my b) mine
10. Team Leader: Sarah, is this ___ report you were working on?
a) my b) yours

LESSON 3

EXPRESS PERSONAL VALUES

Vocabulary: Personal values in a call center environment.
In a call center environment, personal values play a significant role in ensuring
excellent customer service, fostering a positive work culture, and maintaining
professionalism.
Here's a list of personal values that are important in a call center setting:
 Customer Focus: Putting the customer's needs and satisfaction at the forefront
of every interaction.
 Empathy: Understanding and sharing the feelings of customers, showing
compassion and understanding their perspective.
 Patience: Remaining calm and composed, especially during challenging or
frustrating customer interactions.

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 Communication: Clearly and effectively conveying information, both verbally
and in writing, to customers and colleagues.
 Respect: Treating every customer, regardless of their situation, with dignity and
respect.
 Integrity: Being honest, trustworthy, and transparent in all interactions, ensuring
customers can rely on the information provided.
 Teamwork: Collaborating and working effectively with colleagues to solve
problems and enhance the overall customer experience.
 Adaptability: Being flexible and open to change, as call center environments
often require adjusting to new procedures and technologies.
 Accountability: Taking ownership of one's actions, including mistakes, and
working towards resolving issues to the customer's satisfaction.
 Time Management: Efficiently managing time to handle customer inquiries
promptly and meet response time targets.
 Professionalism: Maintaining a high standard of professionalism in appearance,
language, and behavior while representing the company.
 Listening Skills: Actively listening to customers' concerns, questions, and
feedback to provide appropriate and helpful responses.
 Problem-Solving: Having the ability to analyze situations, identify problems, and
find effective solutions for customers.
 Self-Motivation: Being proactive and motivated to continuously improve skills
and provide exceptional service without constant supervision.
 Stress Management: Managing stress and pressure effectively, ensuring that it
does not impact the quality of customer interactions.
 Positive Attitude: Approaching each interaction with a positive and optimistic
attitude, even in challenging situations.
 Continuous Learning: Willingness to learn about new products, services, and
company policies to provide accurate and up-to-date information to customers.
 Cultural Sensitivity: Being aware of and respecting cultural differences,
ensuring interactions are inclusive and respectful of diverse backgrounds.
 Confidentiality: Respecting customer privacy and maintaining the confidentiality
of sensitive information shared during interactions.
 Gratitude: Expressing gratitude to customers for their business and showing
appreciation for their time and feedback.

RegActivity 1: Read the following conversation. Follow the instructions to

solve each activity.

Exploring Company Values: A Customer Service Conversation

Objective: The objective of this reading activity is to help learners improve their
reading and comprehension skills by engaging with a customer service
conversation. Learners will also have the opportunity to discuss the importance of
company values in building customer trust and loyalty.

Customer: Hello, thank you for calling Falcon YZ Customer Support. My name is
Sarah. How may I assist you today?

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Caller: Hi Sarah, I'm calling because I received an email about my account, and it
mentioned something about changes in the company's values. I'm a bit curious about
that.
Customer: Of course, I'd be happy to help you with that. Our company recently
revisited our values to better reflect what we believe in. We're focusing more on
transparency, respect, and customer satisfaction. Can I help you with anything
specific regarding these values?
Caller: That sounds great! I really appreciate companies that value transparency. It
makes me feel more connected to the businesses I engage with. I just wanted to
express how important that is to me.
Customer: I completely understand, and I'm glad to hear you value transparency.
We believe it's crucial too. We're working hard to ensure our customers are well-
informed about our services and any changes that might affect them. Is there
anything specific you would like to know about regarding our services or policies?
Caller: Well, it’s reassuring to know that your values align with mine. It builds trust.
I've been a customer for a while and knowing that you prioritize transparency and
respect makes me feel valued as a customer.
Customer: Thank you for your kind words. We genuinely appreciate your loyalty,
and we're here to serve you. If you have any questions in the future or if there's
anything else you'd like to know about our services, please don't hesitate to reach
out. Your feedback is invaluable to us.
Caller: I will do that. Thank you, Sarah. I appreciate your help and for taking the time
to discuss this with me. It makes a difference.
Customer: You're very welcome! It's been my pleasure assisting you. If there's
anything else you need, feel free to call us anytime. Have a wonderful day!
Caller: You too, Sarah. Goodbye!
Customer: Goodbye and take care!

2: Comprehension Questions: Answer the following questions based on the

conversation:
• What did the company email mention about their values?
• Name three values the company is focusing on.
• Why does the caller appreciate transparency in companies?
• How does the customer service representative respond to the caller's feedback
about the company's values?

3: Discussion: Discuss the following questions with a partner

• Why do you think the caller felt reassured by the company's commitment to
transparency and respect?
• How do you think a company's values can impact customer satisfaction and
loyalty?

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• In your opinion, what are the key values that a company should prioritize to
build customer trust? Why?

4: Reflection Think about a company you are loyal to. Reflect on whether their
values and commitment to transparency influence your decision to be their
customer. Write a short paragraph explaining your thoughts.
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