This module is about 13 days training for Customer Service Representatives, and Communication Arts students. This is patterned to TESDA's 100 to 120 training hours.

1. 13 DAYS of
CALL CENTRE TRAINING GUIDE MODULES
Within the Customer Service Representative Working Environment
...
Focusing on
CSR Training
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(For classroom training purposes only. Not for Sale.)
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2. DAILY TRAINING REQUIRED ELEMENTS
TASK FOR
THE DAY
THE
OBJECTIVES
PREPARE
TO SPEAK
LEARNING
GRAMMAR
FUNCTIONS
APPLY THE
RULES/SKILLS
ASSESSMENT
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3. Day 1
Making Introductions and Greetings
OBJECTIVES
1. To introduce oneself and others using formal or informal expressions
2. To carry on a conversation from beginning to end using appropriate
expressions
3. To introduce the correct vowel and consonant sounds in English speech using
the vowel triangle
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PREPARE TO SPEAK
A. Introductions
- It is your orientation day as a newly-hired CSR. /the trainer instructed you to
introduce yourselves to each other for the first 1 hour. The trainer divided you into
groups. How would you introduce yourselves to each other?
- Now that you know each other, your task is to introduce your new acquaintance to
members of the other group
- How are you going to do it?
- How do you keep the conversation going?
- How do you end it?
-
B. Dialogue: Introducing oneself/someone
Here pay attention to the speaker’s natural way of communicating with each other
JIM: Excuse me, is anybody sitting here?
SHIELA: I don’t think so. Have a seat.
JIM: Thank you. By the way, I’m Jim. I’m a CSR and I belong to
Industrial Maintenance Account.
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4. SHIELA: I’m Sheila from the same account. Pleased to meet you.
JIM: Pleased to meet you, too.
SHIELA: Oh, that’s my friend. Lucy over here!
LUCY: Hi Sheila. How are you?
SHIELA: I’m fine. Thank you, and you?
LUCY: I’m fin too.
SHIELA: Why don’t you sit here and meet a new friend. Lucy, this is Jim.
We all belong to the same account. I just hope we’ll all be in the
same unit.
JIM & LUCY: Let’s keep our fingers crossed.
SHIELA: Umm, the trainer is here. We better keep quiet now.
COMMUNICATIVE FUNCTIONS
Analysis: Recall your own dialogue in the introductions and the sample dialogue above. Identify
familiar expressions you used and the ones used in this text. When are the expressions used?
How are they used?
Expressions Used Function/s
Now look at the following expressions
Introducing of oneself
A. FORMAL
- Allow me to introduce myself. My name’s___________________________________
- I’m… (+ information)
- May I introduce myself? My name’s _______________________________________
- I’m…(+ information)
B. INFORMAL
- Hello. I’m ____________________________________________________________
- Hello. My name’s ______________________________________________________
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5. Note: When introducing yourself to someone, you often need to give not only your name, but
also other relevant details about yourself or the situation you presently are having. The same is
true when introducing someone to others.
Introducing others
EXPRESSIONS ADDITIONAL INFORMATION
A. Formal …a colleague of mine.
Hi. I’d like you to meet …. …our sales manager.
Good morning. May I introduce… …my old time friend.
I’d like to introduce…
EXPRESSIONS ADDITIONAL INFORMATION
B. Informal
Can I introduce… …he’s here for the week.
This is… …my counterpart.
I want you to meet… …from the IMI division.
GREETING POSSIBLE REPLY TO THE GREETING
A. Formal
How do you do? How do you do? I’m fine/I’m doing well.
How do you do? I’m very pleased/delighted to meet you.
B. Informal
Hello. Nice to meet you It’s very nice to meet you, too.
Hi. Good to meet you.
It’s very nice to meet you.
Nice/Good to meet you.
Nice to have you with us.
Pleased to meet you.
Note: when you meet people for the first time on a personal or business basis, it’s usual to
shake hands. This is when the greeting ‘How do you do?” is appropriate, but it is only used for
the first time.
Other rules in introducing others
Younger to older – introduce the younger person to older person.
Example: Father, this is my friend, Annie. Annie, this is my father.
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6. Male to female – introduce man to woman or boy to a girl.
Example: Ella, meet my friend, John.
Lower rank to superior
Example: Sir Miranda, this is our new student, Mitch.
Any order – same rank, gender, age. When you introduce people of the same rank, gender, or
age, it doesn’t matter whose name comes first.
Pre-closing the conversation
A. FORMAL
Thanks for your time. No problem.
Thanks a lot for the information. Welcome. It’s been nice talking to you.
I really should be leaving. Sure. No problem. I have to get going too.
I have to go. It’s alright. Take care.
Would you excuse me please? Sure. Don’t worry about it.
I’d better not to take up any more of your time. Let me know how things work out.
Keep me posted.
B. INFORMAL
Got to go now… OK. See you again.
I have to run… OK. Great talking to you.
I must be going… Same here.
I have to rush off… Same here.
Closing the conversation
Expression Possible Response
A. Formal
Talk to you later You’re welcome.
Thank you for your time. My pleasure.
B. Informal
See you later. Bye.
Until next time… Ok. Bye
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7. Practice: Prepare a role play based on the following situations.
You want to introduce:
 Your new acquaintance to your boss
 A male friend to a female friend
For Accent Theory: Get your Training Kit for accent and try to know the rules for
American/British accent
For Accent Practice: Get your Training Kit for accent and try to apply the rules for
American/British accent
APPLY THE RULES IN YOUR SKILLS
A. Simulation/role play
After another orientation, the newly-hired agents and their trainers held a welcome
party for all departments. Introduce yourselves to the others and introduce your new
friends and trainers to your new acquaintances.
Practice using the appropriate strategy for introducing yourselves and others, for
keeping the conversation going. Be conscious too of your vowel and consonant sounds.
Introducing oneself: Beginning- sustaining the conversation- pre-closing-closing
Sample dialogue:
Listen to the conversation among the call center staff. Pay attention to expressions
used and the spontaneous way of introducing oneself to another person. Then
practice the dialogue with a partner.
A: Hello. I’m Anne. I’m the new secretary.
B: Pleased to meet you, Anne. I’m Jerry and work as a clerk at the Accounting Office.
A: Small world. I’ll work for Mr. Davis. He’s the Chief Accountant, right? By the way,
how long have you been working here?
B: Not long enough. I’ve been here for a month. So just like you. I’m also a newcomer.
A: But not as a neophyte as I am. Oh, I think your workstation is next to mine. I’m
glad you sit next to my place so you’re within reach if I have some questions.
B: Yeah. Feel free to ask me anytime.
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8. A: I guess I have to get back to work. Break time is over.
B: Will you have lunch with me?
A: Sure.
B: See you then at the cafeteria. Twelve fifteen? I usually take table ten. I’ll reserve a
seat for you and maybe you can meet my friends.
A: Really? That sounds great. See you later.
Role-play presentation
Given the situation above, create your own situation in introducing and greetings that are
applicable and relevant to gatherings or interactions in your unit.
B. TEACHER’S FEEDBACK
CRITERIA:
 Spontaneity
 Probability of the situation
 Correct use of vocabulary and expressions in context
 Correct production of vowel sounds
 Correct use of intonation patterns
------------------------------------------------------------END OF DAY 1 -----------------------------------------
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9. Day 2
Asking for and Giving Information
on Flights and Airfares
OBJECTIVES
1. To ask appropriate questions (Wh/H) to get desired information
2. To give appropriate answers to client’s questions on flights and affairs
3. To practice speaking using rising-falling information
4. To produce the /i/ and /iy/ sounds
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PREPARE TO SPEAK
A. Dialogue
Flights and airfare
Agent: IMI Travel, good morning. This is Mitch. How may I help you?
Client: Yeah. This is Stuart Daly. I’m planning to go to New York next week. What
are the available flights? And what’s the airfare at the moment?
Agent: Well sir, that depends. D’you want to fly first or economy class?
Client: Economy class.
Agent: When d’you want to leave?
Client: September 28. What are the available morning flights from Washington D.C. to
New York?
Agent: Hold on a minute, sir. Let me check the flights. Sir, my computer is rather slow
today. I hope you don’t mind waiting for a couple of minutes.
Client: Not at all.
Agent: Thank you. I’m almost done. Here let me read the available airline flights and
fares:
Time Multiple Carrier United Airlines US Airways
Nonstop 7:30 $123 $233 $245
1 Stop 10:00am $148 $248 $347
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10. Which flight would you like to take, sir?
Client: The 7:30 flight – Multiple Carrier. Could you book that for me?
Agent: Let me confirm with the airline first. Okay then, 7:30 in the morning. Multiple
Carrier. Is there anything else I can help you with?
Client: That’s all. Thank you.
Agent: You’re welcome. Have a nice day, sir. Bye.
B. Pronunciation
Directions: Go over the text again. List down some of the words that represent the critical
sounds /i/ and /iy/ in the text.
/i/ Sound /iy/ Sound
C. Practice producing the following:
/i/ bit /iy/ beat /i/ bit /iy/ beat
bitch beach itch each
Fit Eat Live Leave
Grit Feat Rich Reach
Hit Greet Sin Seen
It Heat Slip Sleep
List Least Still Steal
mill Meal Wick Week
Rid Read will Weak
Sick Seat We’ll
Sit seek
D. Pronunciation exercises
1. It’s something I’d rather not eat.
2. Would you like to sit in seat number 3?
3. I still don’t understand why they had to steal my tickets
4. Can you at least provide me with a list of choices?
5. We’ll make sure you get there. You will surely arrive on time.
6. I seek for a postponement for next week because my child is still sick.
7. I still think we’re going to hit the road tomorrow s=despite the heat.
8. No, please. Don’t give me my brochure. I’d rather get rid of those things.
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11. 9. We’re finally leaving next week to live in Long Beach.
10. How do you reach me for the tickets? You see, I’m not that rich to go all the way there
just for that.
E. Intonation Pattern
What is intonation? It is the speech music. (cf. to pages 11-20 of the Accent Kit)
Intonation is the rising and falling when you speak. It’s like a jazzy movement, or a staircase.
Cf. Exercise 1-44: Building an intonation sentence CD 2 Track 13.
Additional Practice:
1. The receptionist at the hotel is very accommodating.
2. She wants to join the caravan to Nepal.
3. The chauffeur drove me around the city.
4. You can avail yourself of the package tour to Rome.
5. My flight to Chicago was cancelled.
6. The cab driver got me to the airport in time.
7. The tour guide graciously showed me around the museum.
8. I left my luggage at the resort hotel.
9. He’s a chance passenger.
10. I’ve earned enough mileage for a free trip to Boracay.
C. Vocabulary and Idioms
Cf. ‘Speak English Like an American’ (Learn the Idioms & Expressions that will help you
speak like a native). If it is possible please play the CD/MP3. (Note: For the teacher, please
provide an exam based on the ready tests of the book Lessons 1-25.
GRAMMAR
A. Question words with short and long answers
Drills: which of the Question words (what, where, when, who, and How), will you use in
asking with a follow up long answer? Write the exact question below the given
information.
Example:
INFORMATION: Social Security Number
Question: What is your Social Security Number, Sir?
INFORMATION: Acquaintance’s family name
QUESTION: _________________________________________________________
INFORMATION: Customer’s date of birth?
QUESTION: _________________________________________________________
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12. INFORMATION: Company’s anniversary
QUESTION: _________________________________________________________
INFORMATION: Car rental fee
QUESTION: _________________________________________________________
INFORMATION: availability of flight
QUESTION: _________________________________________________________
INFORMATION: Office location
QUESTION: _________________________________________________________
INFORMATION: Way to the airport
QUESTION: _________________________________________________________
INFORMATION: Client’s complaints
QUESTION: _________________________________________________________
INFORMATION: Name of comparison
QUESTION: _________________________________________________________
INFORMATION: Reason for cancellation
QUESTION: ________________________________________________________
APPLY THE SKILLS
A. Simulation: Prepare a 3 minute role play on the following situations.
1. A client calls to ask for flights and prices from Houston to New Orleans on December
15. He is booking a month in advance. He is flying with his wife and 3 teenage
children. Can you give him a list of package flights and prices?
2. A client from Maryland is asking about round trip flight ticket to San Diego. He is also
expecting some discounts. What can you offer him?
3. You want to share the day’s happenings with your friend. You had 30 good callers
and 5 bad ones. Despite the good calls, you felt down because the bad callers were
so nasty.
B. Teacher’s feedback:
 Spontaneity
 Probability of the situation
 Correct use of vocabulary and expressions in context
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13.  Correct production of vowel sounds
 Correct use of intonation pattern
 Accuracy in the use of question words
 Good idioms
--------------------------------------------------End of Day 2------------------------------------------
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14. Day 3
Filling Up Dead Air
OBJECTIVES
1. To answer client’s inquiries on connecting flights
2. To use appropriate expressions to fill up dead air
3. To produce the /ey/ and /e/ sounds correctly
4. To ask appropriate questions (yes/no) using the rising intonation pattern
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PREPARE TO SPEAK
A. Dialogue
CSR: Philippine Airlines, good afternoon. This is _____. Can I help you?
CLNT: Yes. Is there a connecting flight to the Philippines from Chicago Airport?
CSR: What date and airline, sir?
CLNT: Sept 22, but I haven’t booked my ticket yet. Please give me the connecting flights
on that day. Then I’ll decide which airline to take.
CSR: Ok, sir, do you want to hold or I’ll call you back in 5 minutes?
CLNT: I don’t mind waiting.
CSR: Thank you, sir. Let me pull up the information from my computer. It’s September
22, right?
CLNT: Yes.
CSR: One minute more, sir. Are you still there?
CLNT: Uh-uh.
CSR: Here it is. Do you have your pen and paper?
CLNT: Yes.
CSR: Sir, here is your first option:
Wed, Sept 22 United Airlines 161
Depart: 9:34PM Chicago, IL
Arrive: 11:59PM San Francisco, CA
2 Stops Change Airlines
Time between flights
1 hr 6 min
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15. Thu, Sept 23 China Airlines 3
Depart: 1:05AM San Francisco, CA
Arrive: 5:30AM Taipei, Taiwan
Change Planes
Time between flights:
2 hr 35min
Fri, Sept 24 China Airlines 631
Depart: 8:05AM Taipei, Taiwan, Manila
Arrive: 10:05AM Philippines
CLNT: Got it! Thank you.
CSR: Anything else I can help you with?
CLNT: Nothing else. Thank you and goodbye.
B. PRONUNCIATION
Directions: go over the text again. List down some of the words that represent the /ey/
and /e/ sounds in the text. Then classify them according to the following:
/ey/ sound /e/ sound
C. PRACTICE PRODUCING THE FOLLOWING
/ey/ gate /e/ get
Airfare Men
Airplane Bet
Airport Check
Date Desk
Dateline Get
Delay Letter
Dateline Melbourne
Delay Men
Detail Messenger
holiday Met
Irate Penalty
Late Penny
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16. Mail Press
Mercedes Red
Rate rentals
Same
take
D. PRONUNCIATION EXERCISES
1. What time are we leaving the airport?
2. Do they say elevator or lift?
3. I’d like to rent a Mercedes for one week.
4. What does the package include?
5. We’ll see to it that your transportation is provided.
6. Our regular rate for this season ranges from $300-%700.
7. Your itinerary might vary according to your choice of a holiday.
8. Please check if all your papers are ready.
9. Do we take a cab or a bus?
10. Our desk officer will be around to assist you.
E. INTONATION PATTERN EXERCISES
Direction: Read aloud the following sentences below using the RISING intonation
pattern
Example: Can I make it on the 9:30AM flight?
1. Do you have your passport with you?
2. Is he en route to Bethany?
3. Have you packed your clothes yet?
4. In this club exclusive for visa holders?
5. I’ve cancelled my flight to Houston. Can I get a refund for my ticket?
6. Will you fetch me at the airport terminal?
7. Would you please book me a suite for tonight?
8. Am I a standby passenger?
9. Is there an available seat at the 10:30 night express train?
10. Is this itinerary ready?
COMMUNICATIVE FUNCTIONS
A. Exercise: Practice reading the dialogue in ‘Prepare to Speak’ with a partner. Pay
attention to the common expressions used to fill up dead air and make clarifications or
follow up.
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17. B. Strategy: Fill up the ‘dead air’ by making clarifications/follow up
 Use the following expressions to fill up ‘dead air.’ Repeat these words as often as
you can.
“Okay sir, do you want to hold or I call you back in 5 minutes?”
“Let me pull up the information.”
“One minute more, sir. Are you still there?”
“It’s _________________, right?”
“Do you have your pen and paper?”
“Anything else I can help you with?”
C. More practice: Can you add more to the list?
Filling up dead air Making clarification/Follow up
D. Vocabulary and Idioms
Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic
expressions used? Do you know what they mean? List down the idioms you found in the
text and explain how you understand each.
Idioms Used in the Dialogue Possible Meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box.
book Hold on Take note
Layover waitlisted No big deal
standby Connecting flight To fly
A: ABC Travel. This is Shane. May I help you?
B: Hi. This is Mark Sanders. I’d like to know if there’s a _____________ from San
Francisco to Miami, Florida. I intend _____________ PanAm on July 4.
A: Hold on a minute. I’ll check with the airline. There is, sir, but you’ll have a 12-
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18. hour in Texas.
B: Can you ______________ me a ticket?
A: Yes, sir. Economy or Business?
B: Economy.
A: Are you willing to travel __________ if I can’t get you a confirmed seat?
B: ______________.
A: Okay then. I’ll book you a flight now. Anything else, sir?
B: Uh-uh. How do I know if I am _____________________?
A: I’ll call you 48 hours before you scheduled flight. Once we give you a reserved
seat, be sure to call and confirm your flight at least 14 hours before departure.
B: I’ll __________of that.
A: Okay. Anything else I can help you with?
B: Nothing more. Thanks.
A: Don’t mention it. Thank you for calling ABC Travel. Bye.
GRAMMAR
Yes/No Questions
Rule 1: Whenever a linking verb is used in a verb phrase, it is always comes with a progressive
form of the main verb.
 Is she getting the bills today? Is + getting
 Are you doing the report now? Are + doing
Rule 2: Whenever the helping verb do, does, or did is used in a verb phrase, it always comes
with the main form of the verb.
 Did you go to Arkansas last year? Did + go
 Does she eat pasta? Does + eat
 Do you know how to get there? Do + know
Rule 3: Whenever the helping verbs has, have, or had is used it always comes with the past
participle form of the verb.
 Has your family lived here long enough? Has + lived
 Have you been to Manchester Homes? Have + been
 Had all the visitors gone when we left? Had + gone
Drills: Study the following sentences. What kind of questions are asked based on the following
given answers? Write the possible questions.
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19. QUESTION: ____________________________________________________________
ANSWER: I came with somebody else.
QUESTION: ____________________________________________________________
ANSWER: She passed the oral and written exams.
QUESTION: ____________________________________________________________
ANSWER: The flight was delayed because of the fog.
QUESTION: ____________________________________________________________
ANSWER: They don’t give a 20% discount anymore.
QUESTION: ____________________________________________________________
ANSWER: It’s got to be in my files.
QUESTION: ____________________________________________________________
ANSWER: I went on a cruise alone.
QUESTION: ____________________________________________________________
ANSWER: The client wanted a refund.
QUESTION: ____________________________________________________________
ANSWER: I didn’t attend the orientation but I was there at the seminar.
QUESTION: ____________________________________________________________
ANSWER: I had to see my boss because a client complained.
QUESTION: ____________________________________________________________
ANSWER: The managers left early today to prepare for our team planning.
APPLY THE SKILLS
A. Simulation
1. A client calls to book a ticket. Her itinerary is New York to Miami; she wants to fly
back to North Carolina on the same day. She needs to leave New York at 2:00PM
and be in Miami not later than 9:00PM. Give her two options
2. A /Filipino asks for connecting flights from /san /Francisco to Cebu, he wants to
know the available flights and the prices. He’s flying economy and prefers the
cheapest ticket. Give hi at least 3 options but be sure to get him to book with
your agency.
3. A client holds a ticket, a direct flight from Paris to Los Angeles. For some reason,
he needs to stopover in Rome; then head back to Los Angeles. He wants to know
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20. the flights that will delay his trip for two hours only. Help him change his
booking.
ASSESSMENT
Criteria:
 Spontaneity
 Probability of the situation
 Correct use of vocabulary and expressions in context
 Correct production of vowel sounds
 Correct use of intonation patterns
 Accuracy in the use of yes-no questions
----------------------------------------------------------------End of Day3---------------------------------------
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21. Day 4
Offering vacation packages and discounts
OBJECTIVES
1. To address clients’ concerns about vacation packages and discounts
2. To produce the / / sound and /ow/ sounds correctly
3. To practice speaking using circumflex pattern
4. To ask appropriate (tag) questions to sound more natural
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PREPARE TO SPEAK
A. Dialogue
A: IMI Travel, this is _________, do you mind holding for a minute? I’ll be with you
right away.
B: NO. but don’t be long. I don’t have all the time in the world, you know.
A: Sorry to have kept you waiting. I was on the other line. How may I help you?
B: that was a damn long minute.
A: I’m really sorry, sir. What can I do for you?
B: I’d like to inquire about vacation packages, 5 nights in Orlando. I’d like a package
that includes airfare and hotel accommodations.
A: Orlando? Well, we can certainly arrange a wonderful holiday for you, sir,
especially if you’re booking early. Will it be for one person on more?
B: it’s for 4 actually. My wife, me, and 2 children, 8 and 10 years old.
A: so you’d like a double room or two sngle rooms?
B: just a double room.
A: could I get your name snf email address, sir?
B: hang on just a minute. You also prodive car rentals don’t you?
A: yes we do, sir would you like to know our rates?
B: sure.
A: here are the rated, sir. Compact - $21/day; Mid-size - $23/day, Full-size -
$30/day; and Mini-Van - $36/day. Aside from the rental, there’s also 10% surcharge
for taxes and fees.
B: I’ll take a mini van.
A: How long do you intend to use the car?
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22. B: three days. So how much is the vacation package again?
A: %168/ person, but there’s a discount of 20% for the children.
B: roughly, how much would it cost?
A: about #714.80, sir.
B: thtat’s rather expensive isn’t it? Let me think about that. I’ll call back.
A: thank you, sir. But let me tell you that the 20% discount for the children is only
good until the end of the week.
B: I’ll take note of theat.
A: could I have your name and phone number, please?
B: It’s Mr. Robertson, 882-1130.
A: thank you, sir. You don’t mind I suppose if I say you and your family deserve a
vacation?
B: NOT AT ALL. THANKS.
A: thank you for calling IMI Travel. Have a nice day. Bye.
B. Pronunciation
Instruction: Go over the text again. List down some of the words that represent the
/ / and / ow / sounds in the text. Then find a pattern to classify them.
/ / sound /ow/ sound
C. Practice by saying the following:
/ / saw /ow/ sow
Bald Both
Bought Bowl
Call Cold
Draw Dough
Flaw Flow
Fought Gross
Hall Load
Lunch Local
Mall Note
Talk Own
Thought Roll
Walk Row
War Though
Warm Told
warn Zone
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23. D. Pronunciation Drills
1. Do I get a bonus point on my mileage?
2. Is that product produced locally?
3. Don’t get upset; I think I saw your name on the official list/
4. You will see a sign in the hallway.
5. Are there malls around the city?
6. The three boxes of documents will be sent in two weeks.
7. Let me show you the time zone.
8. Can you phone me within the week?
9. You will have to comply with the airline rules.
10. Do you have a problem? Why don’t you make a toll free call?
E. Intonation Patterns
The third kind of intonation pattern is the ‘CIRCUMFLEX.’
This is used in sentences indicating choices. In the first choice, the voice goes up;
while in the second choice, the voice goes down.
Example:
Are you taking the economy or business class?
Exercises: Now use the circumflex.
1. Would you like a non-smoking or a smoking area?
2. Would you like some tea or coffee?
3. Is my rented car a Toyota or a Nissan?
4. Did you book me a single or a double room?
5. ARE THE CAR RENTALS EXPENSIVE OR REASONABLE?
6. IS THIS BUS LEAVING AT 10:00 OR 11:00 o’ clock tonight?
7. Do I pay in cash or traveler’s checks?
8. Will you have a dinner in a restaurant or in your room?
9. Will you go on a business or pleasure trip?
10. Have you booked me a ticket or not?
COMMUNICATIVE FUNCTION
A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention to
the common expressions used to apologize and offer something.
B. Using techniques: Apologizing and Offering Something
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24. USE THE FOLLOWING EXPRESSIONS TO APOLOGIZE:
“Sorry to have kept you waiting.”
“I’m really sorry, sir/ma’am.”
USE THE FOLLOWING EXPRESSIONS TO OFFER SOMETHING:
“We can certainly arrange a wonderful holiday for you.”
“But let me tell you that the 20% discount for the children is only good until next week.”
C. More practice: Can you add to the list?
Apologizing Offering something
D. Vocabulary and Idioms
Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic expressions
used” do you know what they mean? List down the idioms you found in the text and explain
how you understand each.
Idioms Used In The Dialogue Possible Meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box:
For ages Burnt out In a rut
Good as new Go full steam ahead Package vacation
Before you know it Itching to start Cover for you
What I’ve been looking for
A: I feel so tired and bored. It seems I’be been working on this account _____________.
B: you must be feeling _____________. You’ve been doing the same thing all your life,
haven’t you? You have the signs.
A: what signs?
B: what you are going through right now. You’re tired and bored, and probably feeling
__________. Those are the signs. Why don’t you take time out of your work and to to say,
the Caribbean?
A: Hmmmnn, that sounds like fun, doesn’t it?
B: if you want to spend a few days in the Caribbean, you can access this website:
www.explorecarribean.com and book a _______________.
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25. A: that’s exactly ___________________.
B: Hey, remember, while you’re on the vacation. I’ll _____________. So you forget your
work and just enjoy yourself. And ___________, you’re _________________________.
A: you’re sweet.
B: it’s okay. Now, _____________ with your plan.
A: I’m already _________________ my vacation.
GRAMMAR
A. Tag Question
Exercise 1: Go over the 2 dialogues in this lesson. Underline the tag questions used.
Exercise 2: list down other examples of tag questions.
Tag Questions are questions placed at the end of a sentence.
Note: We generally use a negative tag question after a positive sentence.
“Mary is a call center agent, isn’t she?”
Note: We generally use a positive tag question after a negative sentence:
“Mary isn’t a call center agent, is she?”
Tag Question means mean either of these two:
1st : you are not really asking s question; you’re only inviting the listener to agree with
you. In this instance, you have to project the voice by going down.
“Vincent doesn’t look happy today, does he?
2nd : but if you are really asking the question with this intention. Your voice goes up to
get a yes or no answer.
“You haven’t met any rude clients today, have you?
B. Exercises: Complete the following sentences by putting the appropriate questions tag.
1. You’re not in a hurry, ________________?
2. Our manager speaks German, ________________?
3. The customer doesn’t need to get this information, ______________?
4. He’s not interested, __________________?
5. Be more cautious, ________________?
6. She hasn’t come back, _____________________?
7. The Director is still out, ___________________?
8. You didn’t book my flight, _______________?
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26. 9. You wouldn’t mind telling, ________________?
10. There are more customers now, ________________?
APPLY THE SKILLS
A. Simulation
1. You work for Industrial Maintenance International. Help a customer who calls
you about booking a Thanksgiving Holiday but on a tight budget. Give your
reasonable options and suggest the best one.
2. A client would like to book for a weekend holiday for 25 people in a seaside
resort. He inquires about your packages. What will you suggest to entice him to
close the deal with you?
3. An executive calls to ask about a romantic 3-day holiday in Hawaii. He’s like the
best accommodation for him and his wife. The deal includes hotel
accommodation, food, and transportation services.
ASSESSMENT
Criteria:
 Spontaneity
 Probability of the situation
 Correct use of vocabulary and expressions in context
 Correct production of vowel sounds
 Correct use of intonation patterns
 Accuracy in the use of tag questions
---------------------------------------------------------------End of Day 4----------------------------------------------
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27. Day 5
Providing Car Rentals
OBJECTIVES
4. To meet clients’ needs with utmost care for customer satisfaction
5. To produce the /ae) and /a/ sounds correctly
6. To practice speaking using the different intonation patterns
7. To ask different kinds of questions to sound more natural in speaking
English
-------------------------------------------------------------------------------------------------------------------------------
PREPARE TO SPEAK
A. Dialogue
CSR: IMI Links. Good afternoon. This is _________. Can I help you?
CLNT: This is __________. I have a problem. I’m arriving in Houston at 8:00AM
tomorrow and I’m running late for a photo shoot so I need a car to pick me up at
the airport and take me to the museum before 9 o’clock. Could you make
arrangements for me?
CSR: We can do that. May I have your complete name, sir?
CLNT: ___________, International Photography, Madison Square, New York. My flight
number is 707 PanAm.
CSR: Sir, please hold the line for a few minutes. I’ll call Solomon Car Rentals and see if
there’s a car available for you. By the way, do you have any specific preference?
CLNT: None. Any suggestions? How much is the rental?
CSR: Our minimum is $63 an hour for an ordinary car. Would you like that or
something else, sir?
CLNT: That’s fair enough, isn’t it?
CSR: Oh, most certainly, sir. We offer the best details in car rentals.
CLNT: All right. I’ll take your word for it. I’ll take it then.
CSR: Let me run through the arrangement, sir. So you are (name) ____________,
flight number 707 PanAm will be picked up at the airport at 8:00AM. Your
driver’s name is Nestor Miranda and you’ll be taking a whitr Camry with plate
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28. number Y41-TSD. You have to be at the museum before 9 o’clock. Did you get
the details, sir?
CLNT: Perfect!
CSR: Anything else I can help you with?
CLNT: Nothing more. You’re such a big help. Thank you very much.
CSR: My pleasure, sir. Bye.
B. Pronunciation
Directions: Go over the text again. List down some of the words that represent the /ae/
and /a/ sounds in the text. Write your answers in the box.
/ae/ Sound /a/ Sound
C. Practice by saying these Extra words
/ae/ /a/
Add Almond
Bad Blond
Baggage Bottle
Bat Calm
Cab Card
Cap College
Caravan Cop
Crack Got
Fax Hobby
package[ Knowledge
Pass Mark
passport Palm
Stamp Plot
Transatlantic Psalm
Transfer Sharp
transportation shock
D. Pronunciation Exercises
1. I need a cab to take me to the hotel.
2. Why don’t you leave your baggage here?
3. Does this card serve as the key?
4. My luggage was accidentally taken by an old blonde woman.
5. How much does a Philippine Package cost?
6. I’ll have my secretary fax the document to you, sir.
7. Where’s the shortest way to Philippine Package?
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29. 8. How many reward points do I get for this flight?
9. There’s a caravan on Tenth Avenue.
10. Flights have to be canceled because of the war.
E. Review Intonation Patterns
Check if you still remember hoe three intonation patterns are used by reading the
following sentences aloud. Use the appropriate intonation pattern foe each.
“You remember the exact dates, don’t you?
“I’ll get the tickets for you.”
“Is this the way to Exit B?”
Do we have to fill out the Departure Form now?
“Is it the blue one or the white one?”
“Which seat do you prefer – aisle or window?”
Note:
 The first pair of sentences is an example of rising and falling intonation. The first
one is a tag question and the second one is a simple statement.
 The second pair of sentence is an example of falling intonation pattern.
Questions of this kind are answerable by yes or no.
 The last pair of sentences is an example of circumflex intonation. They are
statements that indicate choices.
F. Intonation Pattern Exercises
Exercise: Identify the intonation patterns in the following sentences. Write F for falling,
C for circumflex, and R for rising intonation on the blank before the number.
____ 1. Take the new PNR train to Bicutan.
____ 2. Haven’t we met before?
____ 3. Let’s go to the counter now, shall we?
____ 4. Do you enjoy skiing or driving?
____ 5. This vacation package is unreasonably expressive.
____ 6. Is your child old enough to travel?
____ 7. You didn’t notice the warning sign at the lobby, did you?
____ 8. Are you taking the cruise with your whole family?
____ 9. Is it economy or business class?
___ 10. Do we get our tickets now?
___ 11. The stewards at PAL 101 are very friendly and accommodating.
___ 12. Would you like coffee or tea?
___ 13. Can we take a bus to the downtown area?
___ 14. Did you get a discount or not?
___ 15. Is that place in New Hampshire or Rhode Island?
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30. COMMUNICATIVE FUNCTIONS
A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention
to the common expressions used to confirm and to express gratitude.
B. Techniques
Use the following expressions to make confirmations:
“Would you like that or something else, sir?”
“That’s fair enough, isn’t it?”
“Let me run through the arrangements, sir.”
“Did you get all the details, sir?”
“Anything else I can help you with?”
Use the following expressions to express your gratitude:
“You’re such a big help.”
“Thank you very much.”
“My pleasure, sir/ma’am.”
C. More Practice: Can you do the list? Can you add more to letter ‘B’ above?
Making confirmations Expressing gratitude
D. Vocabulary and Idioms
Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic
expressions used? Do you know what they mean? List down the idioms you found in the
text and explain in your own words their meaning.
Idioms used in ‘Prepare to Speak’ Possible meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box:
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31. adamant surcharge Mix up
slipped Money back Regular
Pay for Fr the longest time Coming up
A: Car Rentals, Patrick speaking. How may I help you?
B: This is Mr. Jackson. I’m afraid there’s been a ____________ and I’d like to clear
the matter as soon as possible.
A: What seems to be the trouble?
B: A week ago, I rented a small Civic economy car from your airport office, so my
son, who was arriving the following day could use it. The agent there told me I
could have the car at $25 a day, __________ included. When my son returned
the car yesterday, the agent was ____________ that he pay $30 plus 50 cents a
mile. My son paid the surcharge, but I think that wasn’t fair. I deserve my money
back, don’t I?
A: Was he the same agent you talked to?
B: Probably.
A: I see. Now I know what the problem is. That time you rented the car was the last
day of or mileage discount for economy cars. Charges for cars used the following
day reverted to the regular rate.
B: In that case, your agent should have made it clear to me. I’ve been renting cars
from your company ______________, and this is no way to treat a
____________ customer.
A: Indeed, I’m very sorry about that, Mr. Jackson. You’re right, the agent should’ve
informed you. The discount no longer covered cars used the following day.
B: That must’ve ____________ his mind.
A: I see no reason why you should ______________ this mistake. Please send me
the bill and your receipt of payment, and I’ll see to it that you get your
___________.
B: that’s very considerate of you, Patrick. Thanks.
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32. A: Don’t mention it. Customer satisfaction is our main concern. By the way, in case
you’re interested, we have mileage discounts for middle-sized and luxury cars
_______ next week.
B: I’ll let you know. Thank you. Bye.
A: Our pleasure, Mr. Jackson. Bye.
GRAMMAR
A. Question Words, Yes/No Questions, Tag Questions
Go over the two dialogues in this lesson. Underline the question words, yes/no
questions, and tag questions used in the text.
B. Review
Do you still recall how the different kinds of questions are used? Write a short dialogue
given the following situations using tag question words, yes/no questions, and/or tag
questions.
Situation 1: it’s your first day on a call center work and you already encounter an irate
client. The client does not have most of the information you have to get from him/her in
order to process the request. What kind of questions are you going to ask to get the
information?
Situation 2: you are on the last day of your training sessions. The trainer encourages all
participants to ask questions for clarification or further explanation. What kind of
questions are you likely to ask to make sure you are prepared for your job after the
training?
APPLY THE SKILLS
A. Situation
1. A client calls to enquire about car rentals. On ordinary days, your cars cost $20, $30,
$40 for small, medium, and large sizes, respectively. The prices are inclusive of per
day insurance, tax, and mileage, except for gas. You also do inclusive weekend
arrangements at $29, $39, $49.
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33. 2. A client on holiday in Las Vegas calls to hire a car. He’s like a small car for the
weekend. He calls your agency to see what you can offer. The total cost, without
gas, should be $40.
3. A client makes an urgent call to ask you to sent a car at the airport, which is just a
kilometer away from your company. There’s no available small or compact car. You
want to clinch the deal so you try to convince her that a medium-sized one would
do. What would you say for her to agree with your suggestion?
B. Teacher feedback
Criteria:
 Spontaneity
 Probability of the situation
 Correct use of vocabulary and expressions in context
 Correct production of vowel sounds
 Correct use of intonation patterns
 Accuracy in the use of the different kinds of questions
--------------------------------------------------end of Day 5 --------------------------------------------------
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34. Day 6
Making Small Talk
OBJECTIVES
1. To acquire strategies for small talk and fillers for dead air
2. To produce / / and /a/ sounds and pronounce words with correct
word stress
3. To master subject-verb agreement rules
-------------------------------------------------------------------------------------------------------------------------------
PREPARE TO SPEAK
Dialogue
A: Hi, _________! I heard you’re leaving for the US.
B: Yeah. How’d you know about it?
A: Of course, from the grapevine!
B: It’s still hush-hush until the formal announcement.
A: C’mon tell me. My lips are sealed. Trust me.
B: My Unit Head recommended me for further training at the Head Office in Florida., and
I’m going to be away for three months.
A: Lucky for you! What will you be training for?
B: Public Relations.
A: Oh my, isn’t that wonderful?! Congratulations!
B: thanks. I’m quite thrilled, though I can hardly believe that among the short listed, I was
chosen.
A: You’re the person for the job and the Board knew that.
B: That’s quit flattering. But, you know the news came on such short notice that I have to
get my visa this week and also my things in two days’ time. Good it’s still summer there.
Most of my clothes will do. Otherwise, packing would be impossible.
A: How can I be of help? Just tell me.
B: So far, everything is falling into place. Thanks, anyway, I have to get going now. My
interview for the visa is at three 0’clock this afternoon.
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35. A: Okay, go! Good luck!
A. Pronunciation
Directions: Go over the text again. List down some of the words that represent the / /
and / a / sounds in the text. Write your answers in the box.
/ / sound / a / sound
B. Practice by saying the following aloud:
/ / /a /
About Arch
Among Balm
Attend Bottle
Attire Calm
But Card
Children comet
Cousin Drop
Cup Flock
enough Together
Famous Foreigner
Public Hobby
Subway Horror
Sun jog
The Knowledge
Tough Mark
Trouble Qualm
us Sharp
starch
C. Pronunciation Exercises
1. I want to stay calm but I just can’t help getting upset now.
2. In New York are we allowed to wear that kind of attire in the office?
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36. 3. Did you notice the sharp curve along Main Street?
4. The children have to go back to School even if the family situation is still rough.
5. What kind of trouble did your foreign get into?
6. I’ve got no knowledge about the increase in registration fee.
7. I have no qualms taking the subway to Jersey.
8. Among the agents, only one has reached an outstanding mark.
9. You just can’t imagine the horror that trip to Long Island brought us!
10. In the East, it’s not enough that you jog every day.
D. Word Stress
Element of Language Stress
1. Loudness (force or intensity)
2. Pitch (lowness or highness of sound)
3. Duration (the length of the stressed word is greater than the unstressed word)
Read the following words. Which syllables are stressed?
1. Customs
2. Maintenance
3. Itinerary
4. Coverage
5. Cashier
6. Baggage
7. Southern
8. Transatlantic
9. Mercedes
10. Mileage
To better acquaint yourself with word stress or stress, you must learn how to consult
the dictionary.
Two (2) Kinds of Stresses
1. Primary (‘) stress
2. Secondary (“) stress
Some words have a secondary and primary stresses.
Example:
‘ “ “ ‘
Circumstance manifestation
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37. ‘ “ “ ‘
Consequence penicillin
“ ‘ “ ‘
Evaluation registration
“ ‘ “ ‘
Humanitarian transportation
Compound verbs have a primary stress on the second syllables and a secondary
stress on the first.
“ ‘ ‘ “ ‘
Understand outdo overflow
E. Exercise in Word Stress
1. For this company to survive, we need innovative marketing strategies.
2. It’s the company’s obligation to overhaul the recruitment process to better screen
applicants.
3. As a manager, his reputation as a no non-sense boss precedes him.
4. The classification of the different accounts depends on services rendered to clients.
5. Under what category should we place the complaint?
6. It is obligatory for all employees to get an NBI clearance.
7. Due to unavoidable circumstances, the airport was closed.
8. During the awarding ceremonies, he got a standing ovation.
9. The situation was such that he had no choice but to leave.
10. His associate nominated him for the position.
COMMUNICATIVE FUNCTIONS
A. Exercises: Practice the dialogue in ‘Prepare to Speak’ with a partner. Pay attention to
the common expressions used to engage in small talks.
B. Techniques/Strategies
It’s still hush-hush until…
My lips are sealed.
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38. Lucky for you!
Isn’t that wonderful?
I’m quit thrilled.
That’s quit flattering.
I have to get going now.
What do you think is the usual topic of small talks based on the expressions on the
above list?
C. Discuss Briefly: /small Talks vs. Business/Formal Talk
What do you think is the basic difference between the two?
D. More Practice: Can you add to the list?
Common Expressions in small talk Equivalent Expressions in Business Talk
E. Vocabulary and Idioms
Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic
expressions used? Do you know what they mean? List down the idioms you found in the
text and explain how you understand each.
Idioms used in the dialogue Possible meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box:
Fill me in Dead air Edgy
Keep me on my toes No doubt about that Moment of silence
Acting up Get back
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39. A: Hi, ____! Nice to see you. Have a seat and ______________ on your latest job
experience.
B: I like that. We recently had a workshop on avoiding _____________ while calling
calls. The next day the language coordinator checked our conversation with
clients.
A: didn’t that make you __________________?
B: Not really, just _________________.
A: Good to hear that.
B: There was this client who lost her flight schedule and connecting flight itinerary.
A: that’s fairly easy to handle.
B: ______________, but my computer gave me trouble.
A: what did you do?
B: Well, I kept talking to her, not even a ________________. I told her I was
retrieving the information but my computer was ____________. It would
probably take five minutes or so to pull up the information. I guess I sounded
sincere she said she didn’t mind waiting. I said thank you and told her the
computer was already running the data, and I was scrolling down to M to get her
name, and I was very close. You see a damn second of waiting could mean a
minute. So I kept talking to her and kept her informed about what was
happening, and before we knew it the information flashed on the screen.
A: that was a good job. Congratulations.
B: Well, I studied the expressions and practices saying them in front of the mirror.
After all, I wanted to impress the Coordinator (laughs).
GRAMMAR
A. Subject-Verb Agreement or SVA (Part 1: Rules 1-6)
RULE 1: A singular subject requires a singular verb; a phrase subject requires a plural
verb.
Example: Ella takes the bus to work.
Ella and John take the bus to work.
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40. RULE 2: Titles of books, movies, etc., always requires a singular verb
Example:
Gulliver’s Travels is on sale at eh bookshop
Caribbean Cruises is offering big discounts for the Thanksgiving Holiday.
RULE 3: Amounts, distances, measurements, always require a singular verb.
Example:
Fifteen miles is the distance between Xanadu and Island Paradise.
Seventy dollars is the car rental fee.
RULE 4: When both positive and negative subjects are in the same sentence, the verb
should take after the positive subject.
Example:
The trainers, not the participants, are responsible for the materials.
RULE 5: Intervening words such as, “together with, as well as, along with, including,”
etc., do not affect the verb
Example:
The training manager, as well as the team leaders, has submitted the
monthly report.
RULE 6: The word “and” when referring to the same subject, requires a singular verb;
“and” requires a plural verb when referring to different subjects.
Example:
An old friend and my boss are at the same unit.
Exercise: Underline the correct form of verb
1. Customer Service Representatives (gains, gain) meaningful experiences in dealing
with different kinds of people.
2. The coordinator, as well as her subordinate, (was, were) on her way to the main
office when the Manager came.
3. That $5000 profit last week (is, are) the highest so far.
4. “Pirates of the Caribbean” (has, have) been surprisingly popular among the young
movie viewers.
5. I think “Romeo and Juliet” (is, are) not really about love.
6. When we travel, my mom and dad usually (pays, pay) in cash.
7. (is, are) five kilometers long?
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41. 8. The three customers, not the agent, (was, were) the ones who complained.
9. My friend and manager (wants, want) me to come along.
10. The agent and the team leader finally (breaks, break) their silence.
APPLY THE SKILLS
A. Simulation: Prepare a 3-minute role-play on the following situations.
1. A client asks about discounts at 3 hotels of her choice in San Francisco. She wants to
know the packages that suit her specifications. Your computer is very slow at
retrieving the information, how will you fill in dead air so the client will not get
impatient?
2. While you are pulling the information regarding a confirmation of flight schedule,
hotel booking and car rental of your client from Arizona, the computer snags. Try
small talk so the client will not mind waiting.
3. The information on connecting flights from North Carolina to Hawaii that the client
wants is taking time as your system is slow. You try small talk as well as fillers to
keep your client occupied while waiting.
B. Fishbowl Approach
The class will be divided into two or three groups depending the size of your class. One
group will observe the performers and take note of their strengths and weaknesses.
Each observer will have a partner to observe. Then after the performance, the observers
will critique the partner’s strengths and weaknesses according to the criteria set.
Afterwards, the groups will shift roles.
Criteria:
 Spontaneity probability of the situation
 Correct use of vocabulary and expressions in context
 Correct production of vowel sounds
 Correct use of intonation patterns
 Accuracy in making the subject agree with its verb
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42. Day 7
Making Suggestions
OBJECTIVES
1. To practice expressions in making suggestions
2. To produce / u / and / uw / sounds and correct word stress
3. To master subject-verb-agreement (SVA)
-------------------------------------------------------------------------------------------------------------------------
PREPARE TO SPEAK
A. Dialogue
A: Good morning, Mr. Robertson. IMI Travel on the line. Sir, you rang us up a few
days ago about a vacation package you were planning to spend in Orlando. Have
you made a booking yet?
B: No, um…I haven’t done anything yet. I was about to phone you, in fact.
A: that’s a coincidence. Let’s see now. You were inquiring about 5 nights in Orlando
and car rentals, weren’t you?
B: Yes. Nut I had to think about it because it was bit over my budget.
A: That’s why I called, sir. IMI Travel has come up with special last minute packages.
Why don’t you consider our offer? I’m sure you’ll find one that’s easy on your
pocket. Here are our packages.
Orlando, 5 nights, includes hotel accommodations, airfare, car service
Option A: $188 with 10% discount for the first 20 bookings in 2 weeks
Option B: $220 with 15% discount for the next 20 bookings in 4 weeks
Option /c: $250 with 10% discount for the last 10 bookings in 5 weeks
If I make suggestion, I’d recommend package A. all it requires is that you book
for 2 weeks in advance. It’s very easy to pay because we accept credit cards.
Would this be fine with you?
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43. B: Sounds all right. Book me then.
A: Thank you, sir. Anything else?
B: Nothing more. Thanks.
B. Pronunciation
Directions: go over the text again. List down some of the words that represent the / u /
and / uw / sounds in the text. Write your answers in the box.
/ u / sound / uw / sound
C. Practice by saying the following aloud:
/u/ / uw /
Book Booth
Cook Cruise
Foot Fool
Full Group
Good Lose
Hood Proof
Push Prove
Put Route
Should Rude
Stood Rule
Would Truth
your whose
D. Pronunciation Exercises
1. My last cruise to the Caribbean was full of welcome surprises!
2. Would you mind following even just the basic rules?
3. To avoid losing your baggage, make sure you put them all at the counter.
4. Which route do your clients prefer?
5. Did you visit the Bookish Boot in Lake Cit? I think it’s really good.
6. How many groups of Europeans are there in your neighborhood?
7. You have to present any proof of purchase to get your prize.
8. Some agents really have to push their customers to the limit just to get the truth
from them.
9. Isn’t it rude to bring our own cooked food to the party?
10. I can’t leave tomorrow night because of my hurt foot; so I will have to rebook my
flight.
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44. E. Word Stress
Rules
These are some of the generalizations about stress in certain groups of words:
1. Most words with two syllables are stressed on the first syllable.
airline Client duty Penny
baggage details eastern Prepaid
Booking dollars later transfer
business double local western
2. Intensive-reflexive pronouns are stressed on the word self or selves
yourself herself ourselves
myself himself themselves
3. Numbers in –teen receive the stress on the word –teen to distinguish it clearly from
numbers in –ty.
Seventeen-seventy Eighteen-eighty
Fifteen-fifty Thirteen-thirty
4. Words ending in –ical, -ion, -sion, -ic and –ity always have their primary stress on the
syllable before the ending.
Cancellation Confirmation
economic Equality
exclusivity Historic
Regularity satisfaction
5. Generally, when a suffix is added to a word, the new form retains the stress on the
same syllable as the original.
Dutiful Guidance
Trainable Doable
happiness assignment
6. Words which show a shift in use as either a verb or noun differ in stress.
NOUN VEERB NOUN VERB
object object Subject Subject
present present conduct Conduct
permit permit contrast Contrast
record record address Address
progress progress rebel rebel
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45. Generally, this rule also applies in two-word verbs.
NOUN VERB
Make up Make up
Pick up Pick up
Put on Put on
Turn over Turn over
F. Exercise in Word Stress
1. The injured were brought immediately to the hospital.
2. Our records show that more than 70% of our clients are satisfied with our services.
3. Talented people are sometimes misunderstood as smart-alecky.
4. Do you think that our projections for the coming year are attainable?
5. He expressed his condolences to the bereaved family.
6. We will reap a fruitful year if things go as expected.
7. There should be a close coordination between the management and the personnel
department.
8. The committee on external affairs met to discuss new policy changes.
9. Such an admirable trait will never go unnoticed.
10. There’s a sharp contrast between a proactive and reactive manager.
COMMUNICATIVE FUNCTIONS
A. Exercise: Practice reading the dialogue in Prepare to Speak with a partner. Pay attention
to the common expressions used to make a follow-up and give suggestions.
B. Techniques
 Use the following expressions to make a follow up:
Sir, you rang us up a few days ago…
Have you made a booking yet?
You were inquiring about…
That’s why I called, sir.
 Use the following expressions to give suggestions:
Why don’t you consider our offer?
If I may make a suggestion…
Would this be fine with you?
C. More Practice: Can you add to the list?
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46. Making a Follow up Giving suggestions
D. Vocabulary and Idioms
Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic
expressions used? Do you know what they mean? List down the idioms you found in the
text and explain how you understand each.
Idioms used in the dialogue Possible meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box
Dead air Throws back Is in for
Get back to How can I put it? May sound like a dumb
question
A: Marionette….uhmm… _____________.
B: Yes, are you saying something?
A: I was wondering if you could help me…I’d like to know …uhmm…what topics
make for a good small talk?
B: That’s an interesting question. As far as I know, we can talk about the weather,
sports, movies, and other entertainment news, current events, places, or
anything safe and interesting to talk about. But never about politics, religion, and
other very personal topics. Also nothing racist or sexist.
A: Yes, I understand that. My problem is – how do you know if the client _________
some small talk while waiting.
B: I think the secret is for you to be sensitive to know the answers.
A: This _____________, but could you tell me how to gauge a client’s response.
B: Listen to the tone of his voice. If he sounds lukewarm or unfriendly even if he
answers your question, he’s not encouraging any conversation. You better hurry
locating the information he wants. For example, you say, “Nice place to spend
the weekend” and he answers “Oh yeah” and keeps quiet.
A: How do I fill in _______________?
B: Sound sincere in saying you’re retrieving the information he needs, but it’s
taking a longer time. Ask if you could just call him back. If he agrees, get his
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47. phone number. If he says he’ll wait, ask for 2-3 minutes. Don’t keep quiet
though. Say something like you’re doing your best to be quick but the system is
really slow, but assure him you’ll soon get there.
A: Okay, thanks for that. Let me ________________ client response. If the client
sounds enthusiastic, does that mean he’s inviting a conversation?
B: Yes, especially if he _________ a question at you after answering. Be careful
though not to overstretch the conversation. One thing more, sound sincerely
enthusiastic, too.
A: That sounds great. Thanks.
B: I have to go. See you.
GRAMMAR
SUBJECT-VERB AGREEMENT (Part 2: Rules 7-10)
RULE 7: “Neither…nor, neither…or” require a singular verb, if both subjects are singular. It not,
the verb follows the subject closer to it.
Example: Either James or the ladies are ready for the presentation.
Neither the guest speaker nor the coordinator was present.
RULE 8: Indefinite pronouns like “anybody, everybody, anyone, no one, each, nobody,
somebody, everyone, not one, someone, every,” etc., always require a singular verb.
Example: Everyone loves going to the beach.
Each of the packages has been disconnected.
RULE 9: “Few, both, several, many” always require a plural verb.
Example: A few of them think we should go as planned.
Many of them go to the movies on weekends and holidays.
Both have the right to complain.
RULE 10: “A number of” requires a plural verb; “the number of” requires a singular verb.
Example: A number of customers have already complained.
The number of agents receives a free vacation package to Hong Kong.
Exercise: Supply the correct form of the verb based on the given word in the parenthesis.
1. Neither the passengers nor the flight steward (be) _____________ aware of yesterday’s
problem.
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48. 2. Despite his annoying habit, no one in the department (have) ___________ called his
attention.
3. The number of applicants (expect) ____________ to get the 50% discount from last
week’s promo.
4. Several issues (have) ____________ been raised at the meeting.
5. Not one of these choices (be) __________ promising.
6. For the past weeks now, neither my customers nor my team leader (have) ________
complained.
7. I am pretty sure! Both (be) __________ getting Vacation Package B.
8. A number of flights (have) _______________ been canceled.
9. Each of the participants (get) _____________ a package tour to Rhode Island.
10. Either the consultant or the clients (be) ____________ making it difficult for the
company.
APPLY THE SKILLS
A. Simulation: Prepare a 3-minute role-play on the following situations.
1. A client asks about several vacation packages for a family of 5 in the East Coast. Give
him the best options so you can close the deal right away.
2. A client wants to book for a two-week honeymoon in New Mexico. He has a limited
budget. Offer several packages that are within his budget do he’ll be able to pick the
one that he thinks is the best choice.
3. A couple wants a mountain hideaway for a week. Give the caller 5 choices in the
West Coast. See to it that they book their choice before the call ends.
B. Fishbowl Approach
The class will be divided into two groups. One group will observe the performers and
take note of their strengths and weaknesses. Each observer will have a partner to
observe. Then after the performance, the observer will critique the partner’s strengths
and weakness according to the criteria set. Afterwards, the groups will shift roles.
Criteria:
 Spontaneity probability of the situation
 Correct use of vocabulary and expressions in context
 Correct production of vowel sounds
 Correct use of intonation patterns
 Accuracy in making the subject agree with its verb
----------------------------------------------End of Day 7 ---------------------------------------------------------------
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49. Day 8
Giving Assistance and Instructions
OBJECTIVES
1. To practice more expressions in giving assistance or instructions
2. To practice / p / and / f / sounds
3. To practice proper sentence stress to show emphasis
4. To master subject-verb agreement rules
-------------------------------------------------------------------------------------------------------------------------
PREPARE TO SPEAK
A. Dialogue
CSR: United Airlines. This is ______. How may I help you?
CLNT: Yeah. I need to get the fastest ride from the Chicago Airport to John Hancock
Center.
CSR: May I get your name, Ma’am?
CLNT: This is Vida Ritchie.
CSR: What time are you arriving at the airport?
CLNT: About9:30AM. But I have to get to Hancock Center before 10:30.
CSR: all right, Ma’am. The fastest way to get there is through the Express Train on
NorthEast Line.
CLNT: where do I take that?
CSR: you’ve got to exit through Gate A and walk about 20 meters to the waiting
lounge. There you’ll see a number of slot machines. Look for slot machine E to
get your single journey ticket to Hancock Station. The center is a 5 minute walk
from the station.
CLNT: Hold it! How long is it from the airport?
CSR: It’ll only take you 15-20 minutes.
CLNT: Uh-uh. I’ll take that. You’re a big help. Thanks.
CSR: My pleasure, Ma’am. Hope you enjoy your trip.
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50. B. Pronunciation
Directions: Go over the text again. List down some of the words that represent the / p /
and / f / sounds in the text. Write your answers in the box.
/ p / Sounds / f / sound
C. Practice by saying the following:
/p/ /f/
Appeal Affair
Beep Beef
Cop Cough
Deepen Deafen
Lap Fact
Leap Fair
Open Feign
Pace Fin
Pact Foot
Pain Laugh
Pair Leaf
Pin Often
Pony Phase
put phone
D. Pronunciation Exercises
1. Most customers are not willing to get the latest pair of Fairmount shoes without the
50% discount.
2. I need to get a phone call to Pony Island.
3. The Team Leader couldn’t help but laugh when she saw my wild pink laptop.
4. Do you think we can make it to the next phase in the training considering our pace?
5. Everyone has to wear the blue pin to see the dolphin show.
6. One of the cops could not accompany the customer to the hospital because of his
severe cough.
7. The Manager has expressed the need of the company is beef up its shares.
8. While on the Cinetrain, please don’t forget to put your feet under your shoes.
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51. 9. I’d definitely go to the fanfare on Friday.
10. More than fifty guests expressed their desire to be at the evening affair tomorrow.
E. Sentence Stress: the general rule is that content words are stressed and function words
are not stressed unless the speaker wants to give special emphasis to them.
Content Words
1. Nouns
2. Verbs
3. Adjectives
4. Adverbs
5. Demonstratives
6. Interrogatives
Function Words
1. Articles
2. Prepositions
3. Personal Pronouns
4. Possessive adjectives
5. Relative pronouns
6. Common conjunctions: and, but, yet, so
7. The word ONE when used as pronoun
8. Auxiliary Verbs and Linking Verbs
However, when these are used at the end of the sentence, they are stressed.
Example:
A: This is wrong.
B: It is correct. I know it is.
And when they are used in tag questions:
Example:
You did not make a reservation, did you?
You are taking a holiday, aren’t you?
F. Exercise in Sentence Stress
Read the following short dialogues. Take note of the sentence stress
A: Hey, did you say you are quitting?
B: I did. Why? What’s wrong with quitting?
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52. A: Only cowards are quitters.
B: Only fools don’t change their minds.
A: You’re a fool, aren’t you?
B: You’re a coward, quitter!
COMMUNICATIVE FUNCTIONS
A. Exercise: Practice the dialogue in Prepare to Speak with a partner. Pay attention to the
common expressions used to respond to a customer who asks for assistance. Observe
the proper way of giving instructions.
B. Techniques:
 Use the following expressions to respond to a customer who asks for assistance:
“What time are you arriving…?”
“The fastest way to get there is…”
“It’ll take about…minutes.”
 Use the following expressions to give instructions:
“You’ve to exit through…”
“Walk about _________________ meters…”
“Look for…”
C. More practice: Can you add to the list?
Responding to a customer asking for Giving instructions
assistance
D. Vocabulary and Idioms
Exercise 1: go over the dialogue box again. Can you identify some of the idiomatic
expressions used? Do you know what they mean? List down the idioms you found in the
text and explain how you understand each.
Idioms Used in the Dialogue Possible Meaning
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53. Exercise 2: Complete the dialogue below with the appropriate vocabulary and Idiomatic
expressions from the box.
hurdles On me shrugged
Run into All ears Baptism of fire
Got down to business Went to that length
A: Hey, good to see you, Brooke! How have you been?
B: Same here, Marionette. Well, I’m okay. Talking of mental telepathy, I was
wishing I’d ____________ you today.
A: Really? Me, too. You see, last time I wanted to talk more about fillers and dead
air but time was short.
B: it’s all right. I’m relieved I didn’t have my _______________ the first time I was
on board. I guess I did finally fairly well because I was able to deal with the clients
without any hassle.
A: Congratulations. You __________ the acid test.
B: I wouldn’t have made it without your help.
A: What would you like to order?
B: No, order what you want. It’s ____________.
A: There are still some things I’d like to discuss with you – some realizations while I
was taking calls.
B: I’m __________. Tell me.
A: I realized that client-call agent communication was easy because I was relaxed
and I was myself. I also listened carefully for information that could keep the
conversation going. Guess what, I was conversant on small talk topics because I spent
lots of time reading and watching American sitcoms to get myself accustomed to the
accent.
B: You ____________? You’re marvelous!
A: If the client didn’t respond to my question, I didn’t take it personally, so I didn’t
feel bad. I just ____________ my shoulders and ___________. I was friendly, and
accommodating.
B: I bet the next time you go on board, you’re a veteran.
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54. A: Not really, but more confident.
B: Give me five.
GRAMMAR
SUBJECT-VERB AGREEMENT (Part 3: Rules 11-14)
RULE 11: Mass nouns like “water, air, wind, fire, space” require a singular verb.
Example: Wind blows stronger in Midwest.
Space is maximized in an airplane.
RULE 12: Collective nouns like “family, army, orchestra, crow, audience, herd, flock, team,
convoy, staff” require a singular verb if they are taken a whole or collectively, and plural when
the individual members are thought of as acting separately.
Example: My family is leaving for Tallahassee next month.
My family are going on their separate ways to explore the place.
RULE 13: Some common and proper nouns ending in –s including –ics are singular and take a
singular verb.
Example: No news is good news.
This series of exhibits is fascinating.
RULE 14: Nouns occurring in sets of 2 take the singular form when the word pair is present, but
they take the plural form when the pair is absent regardless of whether one pair or more is
being referred to.
Example: A pair of leather shoes is what I need to get on this trip.
My only black leather shoes are old now.
Exercise
1. A: What (does, do) your family plan to do this summer?
B: My parents (plan, plans) to go to Florida.
2. A: What kind of news (is, are) that?
B: I know it’s terrible! I think the information (has, have) been tampered with.
3. A: How much (is, are) a pair of Gucci sunglasses nowadays.
B: It’s rather expensive now. Why (doesn’t, don’t) you wait till the sale season?
4. A: Why (does, do) everybody seem agitated?
B: I think some space (is, are) what we all need right now.
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55. 5. A: Why (is, are) the audience complaining?
B: Well, the whole team (hasn’t, haven’t) arrived yet.
APPLY THE SKILLS
A. Simulation: Prepare a 3-minute role play on the following situations:
1. A client is arriving at the airport one and a half hours before his scheduled lecture in
a university. He has to arrive at the place at least 30 minutes earlier so he can still
compose himself, aside from checking the venue and the necessary visual aids. Give
him the shortest route or ride to the university.
2. A client from Philadelphia lost his plane ticket and asks how he could get a new one.
The ticket is part of his 3-night vacation package I Holiday Inn South Beach Resort in
Miami.
3. A client wants to book for three nights at the Miyako Hotel Los Angeles. He is asking
foe several packages. Suggest the best option. Once he decides to book, ask if he
could guarantee his reservation with a credit card.
B. Fishbowl Approach
The class will be divided into two groups. One group will observe the performers and
take note of their strengths and weaknesses. Each observer will have a partner to
observe. Then after the performance, the observers will critique the partner’s strengths
and weaknesses according to the criteria set. Afterwards, the groups will shift roles.
Criteria:
 Spontaneity probability of the situation
 Correct use of vocabulary and expressions in context
 Correct production of vowel sounds
 Correct use of intonation patterns
 Accuracy in making the subject agree with its verb
----------------------------------------------End of Day 8 ---------------------------------------------------------------
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56. Day 9
Giving Assistance and Handling Direct Flights
OBJECTIVES
1. To use expressions in giving assistance and handling direct flights.
2. To practice / b / and / v / sounds
3. To emphasize a particular idea within a sentence using proper intonation and
stress
4. To master subject-verb agreement rules
-------------------------------------------------------------------------------------------------------------------------
PREPARE TO SPEAK
A. Dialogue – Direct Flights
CSR: Maple Airline. This is Jane. Can I help you?
CLNT: yes, please. Do you have a direct flight from Seattle to Memphis?
CSR: Let me check that for you, sir. Do you mind giving me a moment?
CLNT: Not at all.
CSR: when are you leaving, sir?
CLNT: On the 18th of this month.
CSR: we have one direct flight on that day, sir. What time are you leaving?
CLNT: is that flight available in the morning? I plan to leave around eight.
CSR: Oh, I’m sorry, sir, but it’s not. Our only direct flight is the last flight for the day,
which is at eleven twenty in the evening.
CLNT: I see. Oh well, I think I’ll have to check with another airline then. Thanks for your
help anyway.
CSR: You’re welcome.
B. Pronunciation
Directions: Go over the text again. List down some of the words that represent the / b /
and / v / sounds in the text. Write your answers in the box.
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57. / b / Sounds / v / sound
C. Practice by saying the following:
/b/ / fv/
Ban Rove
Bane Vain
Beer Van
Best Veer
Bet Vest
Biking Vet
Boys Viking
robe voice
D. Pronunciation Exercises
1. I bet your vet is better than mine.
2. Don’t veer away from the conversation. You must explain why you have to take beer
every morning.
3. I believe my vanity is a bane rather than a boon.
4. My mom used to tell me how she met an interesting Viking while biking the village.
5. The members of the San Diego Boy’s Choir got the most angelic voices I have ever
heard.
6. In Vienna, huge vans are banned on weekends.
7. Do you happen to know where to get the best piece of vest?
8. I would like to spend my next vacation close to a bay up north.
9. Did you see the beautiful vivacious customer we had last week?
10. A V-neck would be best for your body type.
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58. E. Intonation and Stress
In normal speech, intonation is not only made at the end of the sentence, but also
within the sentence. This is called now d]final intonation.
The voice rises on a stressed content word or a specialized function word to emphasize
a particular idea other than the word at the end of the sentence. This generally happens
in sentences showing comparisons and contrasts, in compound sentences showing
comparisons and contrasts, in compound sentences, and in complex sentences.
Examples:
1. Comparisons
Using a mobile phone is more convenient than using a landline.
In comparisons and contrasts, the idea compared or contradicted requires a rise in
pitch (the musical tone with which we pronounce the stressed syllable) to show
emphasis.
2. Compound sentences
The first sentence ends with a rising-falling pattern. The second unit observes the
rule of the final intonation.
“Let’s take the package tour; it’s cheap.”
3. Complex sentence: Conditionals
“If you book now, you’ll get a 30% rebate.”
F. Exercise in Intonation and Stress
1. Each class takes five hours, and there are five classes a week.
2. The client wants to rebook her flight, but she refuses to pay extra charge.
3. Are you going to Denver or Aspen?
4. Has the client agreed to pay the penalty charge or not?
5. Is your flight tonight or tomorrow?
6. Will you meet your friend or do you prefer to go home?
7. Lisa speaks more fluently than I do.
8. Karen can type faster than Ana.
9. It’s more economical to hire a local than an expert.
10. I’ll book the room, but please hold it until 11 tonight.
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59. COMMUNICATIVE FUNCTIONS
A. Exercises: Practice reading the dialogue in Prepare to Speak with a partner. Pay
attention to the common expressions used to give assistance to client’s inquiries.
B. Techniques: use the following expressions to give assistance to client’s inquiries.
“Let me check that…”
“When are you leaving, sir?”
“Oh, I’m sorry, sir, but it’s not.”
C. More practice: Can you add to the list?
Giving assistance to Client’s inquiries
D. Vocabulary and Idioms
Exercise 1: Go over the dialogue again. Can you identify some of the idiomatic
expressions used? Do you know what they mean? List down the idioms you found in the
text and explain how you understand each.
Idioms Used in the Dialogue Possible Meaning
Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic
expressions from the box:
Tricks of the table Put a premium on
Pretty occupied The ins and outs
Better said than done Wrap up
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60. A: Excuse me, have we met before?
B: you look familiar
A: May I join you?
B: Sure, why not?
A: You seem __________. By the way, I’m Mike.
B: Pleased to meet you, Mike. I’m ____________.
A: Nice name for a pretty lady, huh?
B: Thank you. If you’ll excuse me, I want to finish my notes.
A: Notes? Oh, sorry. Go on with what you’re doing.
B: I’m learning the ________________.
A: Huh, what do you mean?
B: I just came out of a workshop on Customer Service.
A: Now I remember , we met during the orientation. You’re from the Travel
Account.
B: You were saying a while ago, you were learning…
B: The tricks of the trade ________________ of being a Customer Service
Representative.
A: You know American clients __________ efficiency. Actually, I’m listing down
some important points to remember.
B: Good, I saw you. I need that, too.
A: OK, efficiency means giving your clients the accurate information they need at
the shortest possible time possible. It’s assuring that while they’re waiting, we’re
processing data. It’s not leaving a moment of idle silence. This is where SMALL
TALK of FILLERS come in. once the information is ready, we __________ our
SMALL TALK and FILLERS and lead the client to the information at hand.
B: Always ____________.
A: Yeah, that’s why we have to work on it.
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