Codeigniter

2010

13 Sessions

Miranda&Associates
SkillsTrainingMgt.

Miranda&Associates

Customer
ServiceRepresentative

Training
Module

ACCENT,CONVERSATION, GRAMMAR
Thismoduleisdesignedtotrainstudentsof“100HourCallCenterFinishingCourse.”Itiscomplete
withspecifictaskforthedaywithobjectivesonit.Alongthewaytheyaregivenampletimeto prepare tospeak
basedonasituationin
dealingwithcustomers.Their
grammarandaccent
is
checked
as
wellastheircustomer servicetransactionskills. These are applied using anassessmenttoolsto determine
theprogress
ofthe
skills.

CustomerService

Representative

TrainingModule

(For classroom trainingpurposesonly.NotforSale.)
MirandaandAssociatesLanguage ManagementServices
2

btltsmdpsbfttmsbcpf10t

DAILYTRAININGREQUIREDELEMENTS

TASKFOR

THE DAY

THE
OBJECTIVES

PREPARE
TO SPEAK

LEARNING
GRAMMAR

FUNCTIONS

APPLYTHE
SKILLS

ASSESSMENT

3



Session1
1. Scope:

Students atthis pointwillbeable tolearnthe Americanaccentrules butwill
heavilyfocus on
‘T’andTh’sound.Throughout thecourse of Session 1,theteacher willbehighlysensitive
totheapplicationofthesesounds.

Onotherareas,studentswilllearntheproperwayof

introducing othersaswellasbeabletocorrectlyuseverbs.In addition, itisbutproperthat
theylearn howtoappropriatelyuseexpressionsin conversation wheretheyareexpectedto
lastfor15minutesusingthreedifferentstages,namely:warmup,long

turn,andcross

examination.Atthisstage,studentswillbeabletolearnhowtoquicklyanalyzeasentence
andansweritaccording

toitsnature.Theywilllearn

howtopredict,createopinion,

judgeor combine these elements andcome up asagoodconversationalist.

2.Strategiesand approaches for this session:
2.1Discussion

2.2Audio-visualfor
listeningandspeaking
2.3Dyad,Triad, group
2.4
Simulation
2.5.Assessment
2.6Memorizatio
n
2.7Research/Take-home task
2.8Demonstration/Reportin
g

2.Tasks:

1.1 Speak using correct‘T’ and‘Th’sounds
1.2Introduceotherscorrectly

4



1.3
Use
correct
verbtimeline
1.4 Useformalandinformalexpressions
1.5
Speak

using

warm-up,long-

turn,andcrossexaminationwithsentenceanalysis
1.6Role-play
usingaconversation
1.7 Speakwellusingcorrect accentrules

5



3. OBJECTIVES:
2.1Tointroduceoneself andothersusingformalorinformalexpressions
2.2To carryonaconversation frombeginningtoendusingappropriateexpressions
2.3Tointroducethecorrect‘T’and‘Th’sounds

4. PREPARE TO SPEAK
3.1Accent:The‘Th’

(Play CD cf. CD#6)

Target: The ‘Th’

Title: The Thessalonians
TheThessalonians
believers
thanktheLordfor
thousands ofpeoplethriving intheiramphitheatre every
Thursday
at
three.
This
must
be
due
to
thematic theme about theism and hypothetical theory
ofGod’stheocraticalthronewhichwas
madethrough
thunderous
preaching
whichthrilled
thethrong
especially Thomas and Thutmose of Thurgau. For
three months every Thursday, through persistent
thrusting
ofeffort
andthunderingvoice,
the
Thessalonians believers of Thurgau thought of the
unthinkable by even throwing themselves on the
floor of ice thaw.
A.J. Morillo
B.
C. Introductions
- Itisyourorientationdayasanewly-hiredCSR. /the trainerinstructedyou to
introduceyourselves toeachother forthefirst1hour.Thetrainerdivided youinto
groups. How wouldyouintroduceyourselvestoeachother?
- Now that youknow eachother,yourtask istointroduceyournew acquaintanceto
membersof theothergroup

6



- How areyougoingtodoit?
- How doyou keep theconversationgoing?
- How doyouendit?
D. Dialogue:Introducing oneself/someone
Here pay attention tothespeaker’snaturalway ofcommunicatingwitheachother
JIM:
SHIELA:
JIM:

Excuseme,isanybody sittinghere?
I don’t think so.Haveaseat.
Thank you. By theway, I’mJim.I’m aCSR andIbelongto
CanadianImmigration Consultancy.
SHIELA:
I’m SheilafromProdataNet account.Pleasedtomeetyou.
JIM:
Pleased tomeetyou,too.
SHIELA:
Oh,that’smy friend. Lucy overhere!
LUCY:
HiSheila. How areyou?
SHIELA:
I’m fine.Thank you,and you?
LUCY:
I’m fin too.
SHIELA:Why don’t yousithere andmeet anew friend. Lucy, thisisJim.
Weallhavedifferent accounts becauseIrepresentCANUIntl
EnglishLanguageforits IELTS. Ijust hope we’llallbeinthesame unit.
JIM & LUCY:
Let’s keep ourfingers crossed.
SHIELA:
Umm, thetrainerishere. Webetterkeepquiet now.

LEARNING GRAMMAR FUNCTIONS
a.Time-lineofverbs
Students are confused on how to use their verbs. This illustration
will help you in an instant the timeline of your verb. The next time
you use your verb make sure you know what ‘time’ you are talking
about.

TimeLine:

beforepast

past

nowfuture

…the‘hasa ndhave’verbs

7



…allpresent regularor irregular

…the‘had’verb encompasses
from before past to past.

will…
verb referto‘now’in thetimeline

Example: The student attendsto hissubject.

VERBFORM

PAST

NOW

FUTURE

Simple

attended

attends

will attend

Continuous/

was attending

is attending

will be
attending

Progressive
Perfect

dad attended

has attended

will have
attended

Perfect

had been

has been

will have been

continuous/

attending

attending

attending

Progressive

Sentence:
Belowareverbsforyou. Translatethefollowingverbsusing thetable above:
1.ate

2.sing

7. report

8.speak

3. gave4.swim
9.come

5. write

6.participate

10.go11.say12. tell

Analysis:Recallyourowndialoguein theintroductions and thesampledialogueabove. Identify
familiarexpressions youused and theonesusedinthistext. When are theexpressions used? How
arethey used?
ExpressionsUsed

8


Function/s


Now look at thefollowingexpressions
Introducingofoneself
A. FORMAL
- Allow metointroducemyself. Myname’s
- I’m… (+information)
- May Iintroducemyself?My name’s
- I’m…(+information)
B. INFORMAL
- Hello. I’m
- Hello. Myname’s
Note:When introducingyourself tosomeone,youoftenneedtogivenot only yourname, but
alsootherrelevant details aboutyourselfor thesituation you presently are having. Thesameis
true when introducingsomeonetoothers.
Introducingothers
EXPRESSIONS
A. Formal
Hi. I’dlikeyoutomeet….
Goodmorning. MayI introduce…
I’dliketointroduce…
EXPRESSIONS
B. Informal
CanI introduce…
This is…
I wantyoutomeet…
GREETING
A. Formal
How doyou do?

8

ADDITIONALINFORMATION
…acolleagueofmine.
…oursalesmanager.
…my old timefriend.

ADDITIONALINFORMATION
…he’shere for theweek.
…my counterpart.
…fromtheIMIdivision.
POSSIBLEREPLYTOTHEGREETING
How doyou do? I’m fine/I’m doing well.
How doyou do? I’mverypleased/delightedtomeetyou.



B. Informal
Hello. Nicetomeetyou
Hi.

It’svery nice tomeetyou,too.
Goodtomeetyou.
It’svery nice tomeetyou.
Nice/Goodtomeet you.
Nicetohaveyou withus.
Pleased tomeetyou.

Note:whenyoumeet peoplefor thefirst timeona personalorbusinessbasis, it’susualto shake
hands. This is whenthegreeting ‘Howdoyou do?” is appropriate, butitisonlyusedfor thefirst
time.
Otherrulesin introducingothers
Younger toolder–introducetheyoungerpersontoolder person.
Example:Father, thisismy friend,Annie.Annie,thisismy father.
Maletofemale–introduceman to woman orboytoagirl.
Example: Ella,meet my friend,John.
Lowerranktosuperior
Example:SirMiranda,this isour new student,Mitch.
Any order –samerank,gender,age.Whenyouintroducepeopleof thesamerank,gender, or
age,it doesn’t matter whosename comesfirst.

Pre-closingtheconversation
A. FORMAL
Thanksforyourtime.
Thanks alot fortheinformation. I
really should beleaving.

Noproblem.
Welcome.It’sbeen nicetalkingtoyou.
Sure. Noproblem. Ihavetoget goingtoo.

I havetogo.
Would youexcusemeplease?

It’salright. Take care.
Sure. Don’tworry about it.

I’d betternot totakeup any moreofyour time.

Letme know how thingswork out.
Keepmeposted.

B. INFORMAL

9



Got togo now…
I havetorun…
I mustbegoing…
I havetorushoff…

OK. Seeyouagain.
OK. Great talkingtoyou.
Samehere.
Samehere.

Closingtheconversation

Expression

PossibleResponse

A. Formal
Talktoyoulater
You’re welcome.
Thank you foryourtime.
My pleasure.
B. Informal
Seeyoulater.
Bye.
Untilnexttime…
Ok. Bye
Practice:Prepare aroleplay basedonthefollowingsituations.
Youwant tointroduce:
Yournew acquaintance toyourboss
Amale friendtoafemale friend
ForAccentTheory:Get yourTrainingKit foraccentandtrytoknow therulesfor
American/Britishaccent
ForAccentPractice:Get yourTrainingKit foraccentandtrytoapplytherulesfor
American/Britishaccent

APPLY THE RULES IN YOUR SKILLS
A. Simulation/roleplay
Afteranother orientation,thenewly-hired agents and theirtrainersheldawelcome
partyforalldepartments. Introduceyourselvestotheothersandintroduceyournew
friends andtrainerstoyournew acquaintances.
Practiceusingtheappropriatestrategyforintroducingyourselvesandothers, for
keepingthe conversationgoing. Beconscious tooof yourvowelandconsonantsounds.

Introducingoneself:Beginning-sustainingtheconversation-pre-closing-closing

10



Sample dialogue:
Listento the conversationamong thecall centerstaff.Pay attention toexpressions
usedandthe spontaneous way ofintroducing oneselfto anotherperson.Then
practicethedialoguewitha partner.
A: Hello.I’mAnne.I’mthenew secretary.
B: Pleased tomeetyou,Anne.I’mJerryandwork asaclerk at theAccounting Office.
A: Smallworld. I’llworkforMr.Davis. He’stheChief Accountant,right? By the way,
how longhaveyoubeenworkinghere?
B: Not long enough. I’vebeen hereforamonth. Sojustlikeyou. I’malsoanewcomer.
A: But notasaneophyteasI am.Oh,Ithink yourworkstationisnexttomine.I’m
gladyousitnexttomy placesoyou’re withinreachif I havesomequestions.
B: Yeah. Feelfree toaskmeanytime.

A:I guessIhavetoget backtowork. Break timeis over.
B: Willyouhavelunchwithme?
A: Sure.
B: Seeyouthenatthe cafeteria. Twelvefifteen?I usuallytaketable ten. I’llreservea
seat for youandmaybeyoucan meetmyfriends.
A: Really? Thatsounds great. Seeyoulater.

Role-playpresentation
Giventhesituationabove,createyourownsituationinintroducingandgreetingsthat are
applicableandrelevant togatherings orinteractions inyour unit.

Warmup:5Minutes
- Introduceyourself
- Ask thename
- Present workorstudiesorboth
- place ofresidence,itspeople, traffic condition,changes
- Family

11



- Hobbies such as goingto malls, cooking,favouritesports
- Planfor thenext2andfiveyears
Long turn:5Minutes
Somepeoplebelievethatallowingapartnertoworkabroadwillbemoredisadvantageousrather than
advantageous.
Discussboththeadvantagesanddisadvantagesofallowinga partnerto goabroad.
Includeany relevantexamples,personalexperience,orknowledgeaboutthetopic.
Youwillhavetodiscussthis in3minuteswithout interruption.

Makingopinion:5minutes
Whydopeopleworkhard?
What isthe ideallife after retirement?
Howistimebeingspent before?
Howistimebeingspenttoday?
Howdoyouthinklifewillbecomein thefuture?

B. TEACHER’SFEEDBACK
CRITERIA:
Naturalness
Probabilityof thesituation
Correct useofvocabulary andexpressions incontext
Correct productionofvowelsounds
Correct useofintonationpatterns
Correct useofgrammar
Employment of paralinguistic i.e., speed, pitch, body language, intonation, and
liaison

12



------------------------------------------------------------END OF DAY1-----------------------------------------

Day2
Receivingandgivinginformationwithgrammar
andlongconversationfocus
OBJECTIVES
1. Toask appropriatequestions (Wh/H) toget desiredinformation
2. Togiveappropriateanswers toclient’squestions on flights and affairs
3. Topracticespeakingusingrising-fallinginformation
4. Toproducethe/i/and/iy/sounds
-------------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK
A. Dialogue
Flights andairfare
Agent:Thisis InternationalJobs Recruitment Agency (IJobs),goodmorning. Thisis
Mitch. How mayI helpyou?
Client: Yeah. This isStuartDaly. I’m planningtogo toNewYork nextweek. What
are theavailable flights? Andwhat’s theairfareat themoment?

13



Agent:
Client:
Agent:
Client:

Wellsir,that depends.D’you want toflyfirstoreconomy class?
Economy class.
When d’youwanttoleave?
September28. What are theavailablemorningflights fromWashingtonD.C. to
New York?
Agent: Holdonaminute,sir. Let mecheck theflights. Sir,my computerisratherslow
today. I hopeyou don’tmind waiting fora coupleofminutes.
Client: Not at all.
Agent:Thank you. I’malmostdone.Herelet meread theavailableairline flights and
fares:
Time
7:30
10:00am

Nonstop
1Stop

Multiple Carrier
$123
$148

UnitedAirlines
$233
$248

USAirways
$245
$347

Whichflightwouldyoulike totake,sir?
Client: The7:30 flight–MultipleCarrier. Could youbookthatforme?
Agent: Letmeconfirm withtheairlinefirst. Okay then,7:30in themorning. Multiple
Carrier. IsthereanythingelseI canhelpyou with?
Client: That’sall. Thankyou.
Agent:You’rewelcome. Havea niceday, sir.Bye.

B. Pronunciation
Directions:Goover the textagain.Listdownsomeof thewords thatrepresent thecritical
sounds /i/and/iy/inthetext.
/i/Sound

/iy/Sound

C. Practice producing the following:
/i/bit

/iy/ beat

/i/bit

/iy/ beat

bitch

beach

itch

each

Fit
Grit
Hit
It

Eat
Feat
Greet
Heat

Live
Rich
Sin
Slip

Leave
Reach
Seen
Sleep

14



List
mill
Rid
Sick
Sit

Least
Meal
Read
Seat
seek

Still
Wick
will

Steal
Week
Weak
We’ll

D. Pronunciationexercises
1. It’ssomething I’drathernot eat.
2. Would youliketositin seat number 3?
3. I stilldon’t understand why they had tostealmy tickets
4. Canyouatleastprovidemewithalistofchoices?
5. We’llmakesureyouget there.Youwillsurely arriveontime.
6. I seek forapostponement fornext week becausemy childisstillsick.
7. I stillthink we’regoingto hit theroadtomorrows=despitethe heat.
8. No,please.Don’tgivememy brochure.I’dratherget rid ofthosethings.
9. We’refinally leavingnextweek toliveinLong Beach.
10. How doyou reachmefor thetickets? Yousee,I’m not thatrich togoall theway there
justfor that.

E. IntonationPattern
What isintonation? Itisthespeechmusic.(cf.topages11-20of theAccentKit)
Intonationistherising and falling whenyouspeak. It’s likeajazzy movement,orastaircase.
Cf.Exercise 1-44:Buildinganintonation sentenceCD2Track13.
AdditionalPractice:
1. Thereceptionistat thehotelisvery accommodating.
2. Shewants tojoin thecaravantoNepal.
3. Thechauffeurdrovemearoundthe city.
4. Youcanavailyourselfof thepackagetour toRome.
5. My flight toChicagowas cancelled.
6. Thecabdrivergotmetotheairport in time.
7. Thetourguidegraciously showedmearoundthemuseum.
8. I left my luggageat theresort hotel.
9. He’sachancepassenger.
10. I’veearned enoughmileageforafreetrip to Boracay.
BASIC INTONATION PATTERNS USING THREE AND FOUR WORDS
THREE-WORD PATTERN

FOUR-WORD PATTERN

The 1st and last words or
‘AC’are emphasised while the
middle word stays in normal

The
first
threewordsare
mentioned
monotonously but the last word or ‘D’ is
emphasised by moving up the pitch a

15



pitch.

little higher.
A

Example: He

C
hired.

B

was

D
Example: A B
He

hired.

C

was

just

Ergon:
Beloware
simple Ergon:Belowaresimplesentences.Read them
sentences. Read them by using using the above principles.
the above principle.
Repeat after me (practice):

Repeat after me (practice):

1. Heworks well.

1. He’s cleaning the cabins.

2. Servicesare carried.

2. Services are carried out.

3. Sea-travelis safe.

3. Sea-travel is safely managed.

4. Theyprefer skills.

4. They prefer skilled workers.

5. Hespeaks English.

5. He speaks English well.

6. Theyhave rules.

6. Housekeeping rules are posted.

7. Skillsare required.

7. Qualifications are

8. He’sworking well.

important too.

9. Sea-travelis great.

8. He’s working well always.

10. Shipmentswere removed.

9. Sea-travel is amazing experience.

11. Servicesare ensured.

10. Shipments were removed yesterday.

12. Itcruises slowly.

11. He ensures excellent services.

13. Staffsaregreat.

12. The ship was cruising.

14. Theywere appreciated.

13. Staffs are helping us.

15. They thank them.

14. They were appreciated honestly.
15. They thank them

16



wholeheartedly.

GRAMMAR
A. Questionwordswithshortandlonganswers
Drills:whichoftheQuestion words (what,where,when,who,and How),willyouusein
askingwithafollow uplonganswer?Write theexact questionbelow thegiven information.
Example:
INFORMATION:SocialSecurity Number
Question:What isyourSocialSecurity Number,Sir?
INFORMATION:Acquaintance’s family name
QUESTION:
INFORMATION:Customer’s dateof birth?
QUESTION:

17



INFORMATION:Company’s anniversary
QUESTION:
INFORMATION:Carrental fee
QUESTION:
INFORMATION:availability of flight
QUESTION:
INFORMATION:Officelocation
QUESTION:
INFORMATION:Wayto theairport
QUESTION:
INFORMATION:Client’scomplaints
QUESTION:
INFORMATION:Nameof comparison
QUESTION:
INFORMATION:Reason forcancellation
QUESTION:

APPLY THE SKILLS
A. Simulation:Prepare a3minuteroleplay onthe followingsituations.
1. Aclientcallstoaskforflights andpricesfrom HoustontoNew OrleansonDecember
15. Heisbookingamonthin advance.Heisflyingwithhiswifeand3teenage
children. Canyougivehimalist ofpackage flights andprices?
2. AclientfromMarylandisaskingaboutroundtripflight ticket toSanDiego.Heisalso
expectingsomediscounts. What canyouoffer him?
3. Youwant toshare theday’s happenings with yourfriend.You had30good callers
and5bad ones.Despitethegood calls,youfelt downbecausethebadcallers were so
nasty.
B. Teacher’sfeedback:
Spontaneity

18



Correct useofintonation pattern
Accuracy intheuseof question words
Goodidioms
--------------------------------------------------Endof Day2------------------------------------------

Day3
Making the conversation going with longturn and question analysis focus
OBJECTIVES
1. Toanswerclient’s inquirieson connecting flights
2. Touseappropriateexpressionstofillup dead air

19



3. Toproduce the/ey/and/e/ soundscorrectly
4. Toaskappropriatequestions (yes/no)usingtherising intonation pattern
-------------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK
A. Dialogue
CSR: PhilippineAirlines,goodafternoon. Thisis.CanIhelp you?
CLNT: Yes.Is there aconnectingflight tothePhilippinesfromChicagoAirport?
CSR: What dateandairline,sir?
CLNT: Sept 22,but I haven’t bookedmyticketyet. Pleasegiveme theconnectingflights on
that day. Then I’ll decidewhich airline totake.
CSR: Ok,sir, doyouwant to holdorI’ll callyou backin5minutes?
CLNT: I don’tmind waiting.
CSR: Thank you,sir. Let mepull up theinformation frommy computer. It’sSeptember
22,right?
CLNT: Yes.
CSR: Oneminutemore,sir.Areyoustillthere?
CLNT: Uh-uh.
CSR: Hereit is. Doyouhaveyourpen andpaper?
CLNT: Yes.
CSR: Sir, hereisyourfirst option:
Wed,Sept 22
UnitedAirlines161
Depart:9:34PM
Chicago,IL
Arrive:11:59PM
SanFrancisco,CA
2Stops
ChangeAirlines
Timebetweenflights
1 hr6min
Thu,Sept 23
Depart:1:05AM
Arrive:5:30AM

ChinaAirlines3
SanFrancisco,CA
Taipei,Taiwan
ChangePlanes
Timebetweenflights:
2 hr35min

Fri,Sept 24
Depart:8:05AM
Arrive:10:05AM

ChinaAirlines631
Taipei,Taiwan,Manila
Philippines

CLNT: Gotit!Thank you.
CSR: AnythingelseI can help youwith?

20



CLNT: Nothingelse. Thank youandgoodbye.
B. PRONUNCIATION
Directions:goover the textagain.Listdownsomeof thewords thatrepresent the/ey/
and/e/ soundsin thetext. Thenclassify themaccordingto thefollowing:
/ey/sound

/e/sound

C. PRACTICEPRODUCINGTHEFOLLOWING
/ey/gate
Airfare
Airplane
Airport
Date
Dateline
Delay
Dateline
Delay
Detail
holiday
Irate
Late
Mail
Mercedes
Rate
Same
take

/e/get
Men
Bet
Check
Desk
Get
Letter
Melbourne
Men
Messenger
Met
Penalty
Penny
Press
Red
rentals

D. PRONUNCIATIONEXERCISES
1. What timeare weleaving theairport?
2. Dotheysayelevatororlift?
3. I’dliketorent aMercedes foroneweek.
4. What does thepackageinclude?
5. We’llseetoit that your transportation isprovided.
6. Ourregularratefor thisseasonrangesfrom$300-%700.

21



7. Youritinerary might varyaccordingtoyour choiceof aholiday.
8. Pleasecheck ifallyour papersareready.
9. Dowetakea caborabus?
10. Ourdeskofficerwillbearoundtoassistyou.
E. INTONATIONPATTERNEXERCISES
Direction:Readaloudthe followingsentencesbelow usingtheRISING intonation
pattern
Example:CanI makeit onthe9:30AM flight?
1. Doyouhaveyourpassportwithyou?
2. Is heenroutetoBethany?
3.Haveyoupackedyourclothesyet?
4. Inthisclubexclusiveforvisa holders?
5. I’vecancelled my flight toHouston. CanI getarefund formy ticket?
6. Willyoufetchmeattheairport terminal?
7. Would youplease bookmeasuitefortonight?
8. AmI astandbypassenger?
9. Is thereanavailableseat at the10:30 night express train?
10. Is thisitinerary ready?

COMMUNICATIVE FUNCTIONS
A. Exercise:Practicereading the dialoguein ‘Prepare toSpeak’with apartner. Pay attentionto
thecommonexpressionsused tofillupdeadairandmakeclarifications or follow up.
B. Strategy:Fillup the‘deadair’by makingclarifications/follow up
Use thefollowingexpressions tofillup‘deadair.’Repeat thesewords asoftenas
youcan.
“Okay sir, doyouwant to hold orI callyou backin5minutes?”
“Letmepullup theinformation.”
“Oneminutemore,sir. Areyou stillthere?”
“It’s _,right?” “Doyou haveyourpen
and paper?” “Anything elseI canhelp
youwith?”
C. Morepractice:Canyouaddmoretothelist?

22



Fillingupdeadair

Makingclarification/Follow up

D. Vocabulary andIdioms
Exercise 1:Gooverthe dialogueagain. Canyouidentify someof theidiomatic
expressionsused? Doyouknow whattheymean? Listdowntheidiomsyoufoundin the
textandexplainhow youunderstandeach.
Idioms Used in theDialogue

PossibleMeaning

Exercise 2:Completethedialoguebelow withtheappropriatevocabularyandidiomatic
expressionsfromthebox.
book
Layover
standby
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:
B:
A:

23

Holdon
waitlisted
Connectingflight

Take note
Nobigdeal
To fly

ABC Travel.ThisisShane. May Ihelp you?
Hi. This isMark Sanders.I’dliketoknow if there’sa fromSan
FranciscotoMiami,Florida. I intend PanAmonJuly 4.
Holdonaminute.I’llcheck withtheairline.Thereis, sir,butyou’llhavea12hourinTexas.
Canyou meaticket?
Yes,sir. Economy orBusiness?
Economy.
Areyou willingtotravel
ifI can’t getyouaconfirmed seat?
_.
Okay then. I’llbook you a flight now. Anything else,sir?
Uh-uh. How doI know if I am _?
I’ll callyou 48 hoursbeforeyou scheduledflight.Oncewegiveyouareserved
seat,besureto callandconfirmyourflightat least14hoursbefore departure.
I’ll of that.
Okay. AnythingelseI canhelpyou with?
Nothingmore.Thanks.
Don’tmention it.Thank youforcalling ABC Travel. Bye.



GRAMMAR
Yes/NoQuestions
Rule1: Wheneveralinkingverb isused in averbphrase,it isalways comes withaprogressive
formof themainverb.
Is shegettingthebillstoday?
Areyoudoingthereport now?

Is +getting
Are+doing

Rule2: Whenever thehelpingverb do,does,ordidisused in averbphrase,it always comes
withthemain formof theverb.
Didyougo toArkansaslastyear?
Doessheeat pasta?
Doyouknowhow toget there?

Did +go
Does+eat
Do+ know

Rule3: Whenever thehelpingverbshas,have,orhadisuseditalways comeswiththepast
participleformof theverb.
Hasyourfamilylivedherelongenough? Has +lived
Haveyoubeen toManchesterHomes? Have+ been
Hadallthevisitorsgone whenweleft? Had+gone
Drills: Studythe followingsentences. What kindofquestionsareaskedbasedonthe following
givenanswers?Writethe possiblequestions.

QUESTION:
ANSWER:I camewithsomebody else.
QUESTION:
ANSWER:Shepassed theoraland written exams.
QUESTION:
ANSWER:Theflightwasdelayedbecauseof the fog.
QUESTION:
ANSWER: Theydon’tgivea20% discount anymore.
QUESTION:
ANSWER: It’s got tobein my files.

24



QUESTION:
ANSWER:I went onacruisealone.
QUESTION:
ANSWER:The clientwanted arefund.
QUESTION:
ANSWER: Ididn’t attend theorientationbut I was thereat theseminar.
QUESTION:
ANSWER:Ihad toseemy boss becauseaclientcomplained.
QUESTION:
ANSWER:The managersleft earlytoday to prepare forourteamplanning.

APPLY THE SKILLS
A. Simulation
1. Aclientcallstobook aticket. Heritinerary isNew York toMiami;shewantstofly
backtoNorthCarolinaonthesameday. Sheneeds toleaveNewYork at 2:00PM
andbein Miaminotlater than 9:00PM.Giveher twooptions
2. A /Filipinoasks for connectingflightsfrom/san/Francisco toCebu,hewants to
know theavailableflights and theprices. He’sflying economy andprefersthe
cheapestticket. Givehiatleast3options but besuretoget himtobook with
youragency.
3.
Aclientholdsa ticket,adirect flight fromParistoLosAngeles. Forsomereason,
heneedstostopoverinRome;thenheadback
toLosAngeles.
Hewantstoknow
theflightsthatwilldelayhistrip for twohoursonly. Helphim changehis
booking.

ASSESSMENT
Criteria:
Spontaneity
Correct useofintonation patterns
Accuracy intheuseof yes-noquestions
----------------------------------------------------------------Endof Day3---------------------------------------

25



Day4
Offeringproductlinewithlongconversationfocus
OBJECTIVES
1. Toaddressclients’ concernsabout vacation packagesanddiscounts
2. Toproduce the/ / soundand/ow/ sounds correctly
3. Topractice speakingusing circumflex pattern
4. Toaskappropriate (tag)questionstosoundmorenatural
-------------------------------------------------------------------------------------------------------------------------------

26



PREPARE TO SPEAK
A. Dialogue
A: CIC Travel,this is _,doyoumind holding foraminute? I’llbewithyou
rightaway.
B: No. But don’t belong. Idon’thaveall thetimein theworld,you know.
A: Sorry tohave keptyou waiting. I wasontheotherline.How mayI helpyou? B:
thatwasadamn longminute.
A: I’m really sorry,sir. What canIdoforyou?
B: I’dliketoinquireabout vacation packages,5nights in Orlando. I’d likea package
that includesairfareandhotelaccommodations.
A: Orlando? Well,wecan certainly arrangea wonderfulholiday foryou,sir,
especiallyif you’re booking early. Willit be foronepersononmore?
B: It’s for4actually. My wife,me, and2 children,8and10yearsold. A:
Soyou’dlikea doubleroomortwosinglerooms?
B: Justa doubleroom.
A: CouldI get yournameandemailaddress, sir?
B: Hangonjustaminute.Youalsoprovide carrentals don’tyou?
A: Yeswedo,sir would youlike to know ourrates? B:
sure.
A: Hereare therated,sir. Compact- $21/day;Mid-size-$23/day, Full-size–
$30/day;andMini-Van- $36/day. Asidefromtherental,there’s also10%
surchargefortaxes andfees.
B: I’ll takeamini-van.
A: How longdoyouintendtousethe car?
B: Threedays. Sohow muchisthevacationpackageagain?
A: %168/ person,but there’s a discountof20% for thechildren.
B: Roughly,how much wouldit cost?
A: About#714.80,sir.
B: That’sratherexpensive isn’tit? Letme think about that. I’llcallback.
A: Thank you,sir. Butlet me tellyou that the20% discount forthe children isonly
gooduntiltheendof theweek.
B: I’ll takenoteof theat.
A: CouldIhaveyournameandphone number, please? B:
It’s Mr. Robertson,882-1130.
A: Thank you,sir.You don’t mind I supposeifI say youand yourfamilydeservea
vacation?
B: NOTATALL. THANKS.
A: Thank youforcallingIMITravel.Haveaniceday.Bye.
B. Pronunciation
Instruction:Gooverthetextagain. List downsomeof thewordsthatrepresent the
/ /and/ow /sounds inthetext.Thenfindapatterntoclassify them.

27



/ /sound

C. Practiceby sayingthe following:
/ /saw
Bald
Bought
Call
Draw
Flaw
Fought
Hall
Lunch
Mall
Talk
Thought
Walk
War
Warm
warn

/ow/sound

/ow/sow
Both
Bowl
Cold
Dough
Flow
Gross
Load
Local
Note
Own
Roll
Row
Though
Told
Zone

D. Pronunciation Drills
1. DoI geta bonuspoint onmy mileage?
2. Is thatproduct producedlocally?
3. Don’tget upset;Ithink Isaw your nameon theofficiallist/
4. Youwillseeasigninthehallway.
5. Arethere mallsaround thecity?
6. Thethree boxesof documentswill besentintwoweeks.
7. Letmeshow youthetime zone.
8. Canyouphonemewithintheweek?
9. Youwillhaveto complywiththeairlinerules.
10. Doyouhaveaproblem?Why don’t you makea toll freecall?
E. IntonationPatterns
Thethirdkindofintonation pattern isthe‘CIRCUMFLEX.’
Thisisused in sentencesindicatingchoices. Inthefirst choice, thevoicegoes up;
whilein thesecond choice,thevoicegoesdown.
Example:

28



Areyoutakingthe economy orbusiness class?

Exercises:Nowusethe circumflex.
1. Would youlikeanon-smokingorasmokingarea?
2. Would youlikesometeaorcoffee?
3. Is my rented caraToyotaoraNissan?
4. Didyoubook measingleoradoubleroom?
5. ARETHECAR RENTALSEXPENSIVEOR REASONABLE?
6. IS THIS BUS LEAVINGAT10:00OR 11:00o’clock tonight?
7. DoIpay in cash ortraveler’schecks?
8. Willyouhavea dinnerinarestaurant orinyourroom?
9. Willyougoonabusinessorpleasuretrip?
10. Haveyoubooked mea ticketornot?

COMMUNICATIVE FUNCTION
A. Exercise:Practicereading the dialoguein Prepare toSpeak withapartner.Pay attentionto the
commonexpressionsused toapologizeandoffersomething.
B. Using techniques:ApologizingandOfferingSomething
USETHEFOLLOWINGEXPRESSIONSTO APOLOGIZE:
“Sorry tohavekeptyou waiting.”
“I’mreally sorry, sir/ma’am.”

USETHEFOLLOWINGEXPRESSIONSTO OFFER SOMETHING:
“Wecancertainly arrangeawonderfulholidayforyou.”
“Butletmetellyou that the20%discount for the childrenisonlygood until next week.”
C. Morepractice:Canyouaddtothelist?
Apologizing

Offeringsomething

Exercise1:Goover the dialogueagain. Canyouidentify someof theidiomatic expressions
used”doyou know what they mean? List down theidioms you found in thetextand explain
how youunderstandeach.

29



Idioms Used InTheDialogue

PossibleMeaning

Exercise2:Completethedialoguebelow withtheappropriatevocabularyandidiomatic
expressionsfromthebox:
Forages
Goodasnew
Beforeyouknow it
WhatI’vebeen lookingfor

Burnt out
Go fullsteamahead
Itchingtostart

Inarut
Packagevacation
Cover foryou

A: I feelsotiredand bored.ItseemsI’vebeen workingon thisaccount _. B: youmust
befeeling . You’vebeen doingthesame thingallyourlife, haven’tyou?Youhavethesigns.
A: whatsigns?
B: whatyouare goingthroughright now. You’retiredand bored,and probably feeling
_.Thosearethesigns. Whydon’tyoutaketimeout of yourwork and to say,
theCaribbean?
A: Hmmmnnthatsounds likefundoesn’t it?
B: ifyou want tospendafew days in theCaribbean,youcan access thiswebsite:
www.explorecarribean.comandbook a . A: that’s exactly _.
B: Hey, remember,whileyou’reon thevacation. I’ll .Soyouforgetyour
work andjust enjoyyourself.And ,you’re _.
A: you’resweet.
B: it’s okay. Now, withyourplan.
A: I’m already my vacation.

GRAMMAR
A. TagQuestion
Exercise1:Goover the2dialoguesinthislesson.Underlinethe tagquestions used.
Exercise2:listdownotherexamplesof tagquestions.
TagQuestionsare questions placedat theendofasentence.
Note:Wegenerallyuse a negativetagquestion afterapositivesentence.
“Mary is a callcenteragent,isn’t she?”
Note:Wegenerallyuseapositivetagquestion afteranegativesentence:
“Mary isn’ta callcenteragent,is she?”

30



TagQuestion means meaneitherof thesetwo:
1st:youare notreally askings question;you’reonly invitingthelistener toagree with
you. Inthisinstance,youhavetoprojectthevoice by goingdown.
“Vincent doesn’t look happy today, doeshe?
2nd:butifyouare reallyasking thequestion withthisintention.Yourvoicegoesupto
getayes ornoanswer.
“You haven’t met anyrudeclients today,have you?

B. Exercises:Complete thefollowingsentencesby puttingtheappropriate questionstag.
1. You’re notina hurry, _?
2. Ourmanagerspeaks German, _?
3. Thecustomerdoesn’t need toget thisinformation, _?
4. He’s not interested, ?
5. Bemorecautious, ?
6. Shehasn’tcomeback, ?
7. TheDirectorisstillout, _?
8. You didn’t book my flight, _?
9. Youwouldn’t mindtelling, _?
10. There are more customers now, ?

APPLY THE SKILLS
A. Simulation
1. YouworkforCanadianImmigrationConsultancy. Helpa customerwhocallsyou
about bookingaThanksgivingHolidaybutonatight budget.Giveyour
reasonableoptionsandsuggest thebest one.
2. Aclientwouldliketobook foraweekendholidayfor25 peoplein aseaside resort.
Heinquiresabout yourpackages. Whatwillyousuggest toenticehimto
closethedealwithyou?
3. Anexecutivecallstoaskaboutaromantic3-dayholidayinHawaii. He’slike the
best accommodationforhimandhiswife.Thedealincludeshotel
accommodation,food,andtransportationservices.

31



ASSESSMENT
Criteria:
Spontaneity
Accuracy intheuseof tag questions
---------------------------------------------------------------EndofDay 4----------------------------------------------

Day5
Offeringproductlineandmakingtheconversation
going
OBJECTIVES
1. To meet clients’ needs with utmost careforcustomersatisfaction
2. Toproduce the/ae)and/a/ soundscorrectly
3. Topractice speakingusing the different intonation patterns

32



4. Toaskdifferent kinds of questionstosoundmorenaturalin speaking
English
-------------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK
A. Dialogue
CSR: Canadian Immigration ConsultancyLinks. Goodafternoon. Thisis _.
CanI helpyou?
CLNT: This is _.Ihaveaproblem. I’marrivinginHouston at 8:00AM tomorrow andI’m
runninglatefora photoshoot soIneedacartopick meupat theairport and takeme
tothemuseumbefore9o’clock. Couldyou make arrangementsforme?
CSR: Wecan dothat.May Ihaveyourcompletename,sir?
CLNT: ,InternationalPhotography,MadisonSquare,NewYork. Myflight
numberis707PanAm.
CSR: Sir, pleasehold theline forafew minutes. I’ll callSolomon Car Rentalsand seeif
there’sacaravailableforyou. By theway,doyouhaveanyspecificpreference?
CLNT: None.Any suggestions? How muchistherental?
CSR: Ourminimumis$63anhourforanordinarycar.Would youlikethat or
somethingelse,sir?
CLNT: That’sfairenough,isn’tit?
CSR: Oh,most certainly,sir.Weoffer thebest detailsincarrentals.
CLNT: Allright. I’lltakeyourwordforit. I’lltakeitthen.
CSR:Letmerunthrough thearrangement,sir. Soyouare(name) , flight number707
PanAmwill bepicked upat theairport at 8:00AM.Your driver’snameis
NestorMirandaand you’llbetaking awhitrCamry withplate number Y41TSD.You have tobeat themuseumbefore9o’clock. Didyou get thedetails,sir?
CLNT: Perfect!
CSR: AnythingelseI can help youwith?
CLNT: Nothingmore.You’resuchabig help. Thank you very much.
CSR: My pleasure,sir. Bye.
B. Pronunciation
Directions:Goover the textagain.Listdownsomeof thewords thatrepresent the/ae/
and/a/ sounds inthetext. Writeyouranswersin thebox.
/ae/Sound

33


/a/Sound


C. Practiceby sayingtheseExtrawords
/ae/
Add
Bad
Baggage
Bat
Cab
Cap
Caravan
Crack
Fax
package[
Pass
passport
Stamp
Transatlantic
Transfer
transportation

/a/
Almond
Blond
Bottle
Calm
Card
College
Cop
Got
Hobby
Knowledge
Mark
Palm
Plot
Psalm
Sharp
shock

D. PronunciationExercises
1. I needacabtotakeme tothehotel.
2. Why don’t you leaveyour baggagehere?
3. Doesthiscardserveas thekey?
4. My luggage wasaccidentally taken by anoldblondewoman.
5. How muchdoesaPhilippinePackagecost?
6. I’ll havemysecretary faxthedocument toyou,sir.
7. Where’stheshortestwaytoPhilippinePackage?
8. How many reward points doIget forthisflight?
9. There’sacaravanonTenthAvenue.
10. Flightshavetobe canceled becauseof thewar.
E.Review IntonationPatterns
Check ifyoustillremember hoe threeintonationpatterns are usedby readingthe
followingsentencesaloud. Usetheappropriateintonationpattern foeeach.
“Youremembertheexactdates,don’tyou?
“I’llget thetickets foryou.”
“Is thistheway toExit B?”
Dowehavetofillout the DepartureFormnow?
“Is it theblueoneorthe whiteone?”
“Whichseat doyou prefer–aisleor window?”

34



Note:
Thefirst pairofsentences isan exampleofrisingandfallingintonation. The first
oneisatagquestion andthesecondoneisasimplestatement.
Thesecondpairofsentenceisanexampleof fallingintonationpattern.
Questions ofthiskindareanswerableby yesor no.
Thelast pairof sentences isan exampleofcircumflexintonation. Theyare
statements that indicatechoices.
F. IntonationPatternExercises
Exercise:Identify theintonationpatterns inthe followingsentences. WriteFforfalling, C
forcircumflex,andR forrisingintonationontheblankbefore thenumber.
1.TakethenewPNR train to Bicutan.
2. Haven’t wemet before?
3.Let’sgotothecounternow,shall we?
4.Doyouenjoy skiingordriving?
5.Thisvacationpackageis unreasonably expressive.
6.Is your child oldenoughtotravel?
7.Youdidn’t noticethewarning signat thelobby,did you?
8.Are youtakingthecruisewithyourwholefamily?
9.Is it economy orbusinessclass?
10. Do wegetourtickets now?
11.Thestewards at PAL101areveryfriendlyandaccommodating.
12.Wouldyoulikecoffeeor tea?
13.Canwetakea bus tothedowntownarea?
14. Didyougetadiscount ornot?
15.Is that placein New HampshireorRhodeIsland?

A. Exercise:Practicereading the dialoguein Prepare toSpeak withapartner.Pay attention
tothe commonexpressions used toconfirmandtoexpress gratitude.
B. Techniques
Use thefollowingexpressions tomakeconfirmations:
“Would you likethat orsomethingelse,sir?”
“That’s fairenough,isn’tit?”
“Letmerun through thearrangements,sir.”
“Did youget allthedetails, sir?”
“Anything elseI canhelp youwith?”

35



Usethefollowingexpressions toexpress yourgratitude:
“You’resuch abighelp.”
“Thank youverymuch.”
“My pleasure,sir/ma’am.”
C. MorePractice:Canyou dothelist? Canyouaddmoretoletter‘B’above?
Makingconfirmations
Expressinggratitude

Exercise 1:Gooverthe dialogueagain. Canyouidentify someof theidiomatic
textandexplaininyourownwordstheirmeaning.
Idioms usedin‘Prepare toSpeak’

Possiblemeaning

Exercise 2:Completethedialoguebelow withtheappropriatevocabularyandidiomatic

adamant
slipped
Pay for

surcharge
Moneyback
Frthelongest time

Mix up
Regular
Comingup

A:

Car Rentals,Patrickspeaking. How mayI helpyou?

B:

This isMr. Jackson. I’mafraid there’sbeena andI’dliketo clear
thematterassoonaspossible. A:

Whatseemstobethetrouble?
B:

36

Aweek ago,I rented asmallCivic economycarfromyourairport office,somy
son,who wasarrivingthe followingday coulduseit.TheagenttheretoldmeI


could havethecarat $25aday, included. Whenmyson returned the
caryesterday,theagent was thathepay$30plus50 centsa mile. My son paid
thesurcharge,butIthink that wasn’tfair. I deservemymoney back, don’tI?
A:

Was hethesameagentyoutalked to? B:

Probably.
A:I see. Now Iknow what theproblemis.Thattimeyourentedthe carwas thelast
day of ormileagediscount foreconomy cars. Charges for carsused thefollowing
day reverted totheregularrate.
B:

Inthat case,youragent should havemadeitcleartome.I’vebeenrentingcars
fromyourcompany ,andthisisnowaytotreata
customer.

A:

Indeed,I’m verysorry about that,Mr. Jackson. You’reright;theagentshould’ve
informed you. Thediscount nolongercovered cars used thefollowing day. B:

That must’ve hismind.
A:

I seenoreason whyyoushould thismistake.Pleasesendme
thebillandyourreceiptof payment,and I’ll see toit that yougetyour
.

B:

that’s very considerateofyou,Patrick. Thanks.

A:

Don’tmention it. Customersatisfactionisourmainconcern. By theway,incase
you’reinterested,wehavemileagediscountsformiddle-sizedandluxurycars
nextweek.

B:

I’ll let youknow. Thank you. Bye.

A:

Our pleasure,Mr.Jackson. Bye.

GRAMMAR
A. QuestionWords, Yes/NoQuestions,TagQuestions
Goover thetwo dialoguesin thislesson.Underlinethe questionwords, yes/no
questions,andtagquestions usedinthetext.

37



B. Review
Doyoustillrecallhowthe differentkinds ofquestions are used? Writeashort dialogue
giventhefollowingsituationsusingtagquestion words, yes/noquestions,and/ortag
questions.
Situation 1:it’syourfirst day on acall centerworkand you already encounteranirate client.
The clientdoesnothavemostof theinformation you havetogetfrom him/herin
ordertoprocesstherequest. What kindof questions are yougoingtoasktoget the
information?
Situation 2:youare on thelastday of yourtrainingsessions.Thetrainerencouragesall
participants toask questions forclarificationorfurtherexplanation. Whatkindof
questionsareyoulikely toask tomakesureyouare prepared foryourjobafter the training?

APPLY THE SKILLS
A. Situation
1. Aclientcallstoenquireaboutcarrentals. Onordinary days,yourcars cost$20,$30,
$40forsmall,medium,andlargesizes,respectively. Theprices areinclusiveof per day
insurance,tax, andmileage,except forgas.Youalsodoinclusiveweekend
arrangementsat $29,$39,$49.
2. AclientonholidayinLasVegascallstohireacar. He’slikeasmall carfor the
weekend. Hecallsyouragency toseewhatyoucanoffer.Thetotal cost,without
gas,shouldbe$40.
3. Aclientmakesanurgent call toask youtosentacarat theairport,whichisjusta
kilometeraway fromyourcompany. There’snoavailablesmallor compact car.You
wanttoclinchthedealsoyoutrytoconvinceherthatamedium-sizedonewould do.
Whatwouldyousayforher toagree withyoursuggestion?

Discuss in5minutesyour planforyour personal development anditseffectto yourself,company,
family,andcommunity/clients.Copy this andsubmittheresultofyour assessmenttotheteacher:

SPEAKING ASSESSMENT FORM
Day3:

38



Thecruisestaffdepartment&Reservations
Name of Speaker:
Name of Assessor:
Topic:
Date:

How do you
rate yourself?

Grade:
NI, Good, Very Good,
Excellent

Your accent
Your paralinguistic standard – eyes,
arm movement, head-sway, pacing.
Your sentences?

Member’s/partner’s
impression

Write your short
impression

Does the speaker stutter/falter?

Does the speed vary?

How’s the speaker’s accent? Is it
rising and falling?
Does the speaker able to finish a
sentence naturally?

B. Teacherfeedback
Criteria:
Spontaneity

39



Accuracy intheuseof the differentkinds ofquestions
--------------------------------------------------endof Day5--------------------------------------------------

Day6
Conversationwarm-up,long-turn,judgment,and
opinionmakingwithgrammarfocus
OBJECTIVES
1. Toacquirestrategiesforsmall talkandfillersfordeadair
2. Toproduce / /and/a/ soundsandpronounce words with correct

wordstress
3. To mastersubject-verbagreementrules

40



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

PREPARE TO SPEAK
Dialogue
A:
Hi, _! I heard you’releavingfor theUS.
B:
Yeah. How’dyouknow aboutit?
A:
Ofcourse,fromthegrapevine!
B:
It’sstillhush-hush until theformalannouncement. A:
C’montellme. My lips aresealed. Trustme.
B:
My Unit Headrecommendedmeforfurthertrainingat the HeadOfficeinFlorida., and
I’m goingtobeaway forthreemonths.
A:
Lucky foryou!What willyoubetrainingfor? B:
Public Relations.
A:
Ohmy, isn’t thatwonderful?!Congratulations!
B:
thanks. I’m quitethrilled,thoughI can hardly believethat among theshortlisted,I was
chosen.
A:
You’re theperson forthejob and the Board knew that.
B:

A:
B:
A:

That’squit flattering. But,youknow thenews cameonsuchshort noticethatIhaveto getmy
visathis week andalsomy things in twodays’ time. Good it’s stillsummerthere. Mostof my
clotheswill do. Otherwise, packingwould beimpossible.
How canI beofhelp?Justtellme.
So far,everythingisfallinginto place. Thanks, anyway, I havetogetgoingnow. My
interview for thevisais atthree0’clock this afternoon.
Okay, go!Goodluck!

A. Pronunciation
Directions:Goover the textagain.Listdownsomeof thewords thatrepresent the/ /
and/a/sounds inthetext. Writeyouranswersinthebox.
/

/sound

/a/ sound

B. Practiceby sayingthe followingaloud:

41



/

/

About
Among
Attend
Attire
But
Children
Cousin
Cup
enough
Famous
Public
Subway
Sun
The
Tough
Trouble
us

/a/
Arch
Balm
Bottle
Calm
Card
comet
Drop
Flock
Together
Foreigner
Hobby
Horror
jog
Knowledge
Mark
Qualm
Sharp
starch

C. Pronunciation Exercises
1. I want tostay calmbutI justcan’t helpgetting upsetnow.
2. In NewYork are weallowedto wearthatkindof attireintheoffice?
3. Didyounotice thesharpcurvealongMainStreet?
4. ThechildrenhavetogobacktoSchooleven if the familysituationisstillrough.
5. Whatkindof trouble didyourforeigngetinto?
6. I’vegot noknowledgeabout theincreaseinregistration fee.
7. I havenoqualmstakingthesubway toJersey.
8. Amongtheagents,onlyonehasreachedan outstandingmark.
9. Youjust can’t imaginethe horrorthat trip toLongIsland brought us!
10. IntheEast,it’snot enoughthat you jog every day.
D. WordStress
ElementofLanguageStress
1. Loudness(forceorintensity)
2. Pitch(lownessorhighness ofsound)
3. Duration (thelengthof thestressed word isgreaterthan theunstressed word)

42



Readthefollowingwords. Whichsyllablesare stressed?
1. Customs
2. Maintenance
3. Itinerary
4. Coverage
5. Cashier
6. Baggage
7. Southern
8. Transatlantic
9. Mercedes
10. Mileage
Tobetteracquaint yourselfwithword stressorstress, you mustlearnhow to consult
thedictionary.
Two (2)KindsofStresses
1. Primary (‘) stress
2. Secondary(“) stress
Somewordshaveasecondaryandprimarystresses.
Example:
‘
“
“
‘
Circumstance
manifestation
‘
“
Consequence

‘
penicillin

“ ‘
Evaluation

“
‘
registration

“ ‘
Humanitarian

“
‘
transportation

Compoundverbshaveaprimary stress onthesecondsyllablesandasecondary
stress onthefirst.
“
‘
Understand

43

‘
outdo

“
‘
overflow



E. ExerciseinWord Stress
1. Forthiscompanytosurvive,we needinnovativemarketingstrategies.
2. It’sthecompany’sobligationtooverhaultherecruitment process to betterscreen
applicants.
3. Asamanager,hisreputation as anonon-sense boss precedeshim.
4. Theclassificationof thedifferent accounts depends onservicesrenderedtoclients.
5. Under whatcategory should we place thecomplaint?
6. Itisobligatory forallemployeestoget an NBI clearance.
7. Dueto unavoidable circumstances,theairportwas closed.
8. Duringtheawardingceremonies,hegot astandingovation.
9. Thesituationwassuch that hehadnochoicebut toleave.
10. Hisassociatenominatedhimforthe position.

A. Exercises:Practice thedialoguein‘PreparetoSpeak’withapartner.Pay attention to the
commonexpressionsused toengageinsmalltalks.
B. Techniques/Strategies
It’sstillhush-hush until…
My lipsaresealed.
Lucky foryou!
Isn’t thatwonderful?
I’m quit thrilled.
That’squit flattering.
I havetogetgoingnow.
What doyouthink istheusualtopic of smalltalksbased on theexpressions onthe
abovelist?
C. Discuss Briefly:/smallTalks vs. Business/Formal Talk
Whatdo you think is thebasicdifferencebetween thetwo?
D. MorePractice:Canyouaddtothelist?
CommonExpressionsinsmall talk

44

Equivalent Expressions inBusinessTalk



E. Vocabulary andIdioms
Exercise1:Goover the dialogueagain. Canyouidentify someof theidiomatic
Idioms usedinthedialogue
Possiblemeaning

Fillmein
Deadair
Edgy
Keepmeon mytoes

Nodoubt about that

Actingup

Moment of silence

Getback

A:

Hi, !Nicetoseeyou. Haveaseatand onyourlatestjob experience.

B:

I like that. We recentlyhadaworkshoponavoiding while calling calls. The
nextdaythelanguagecoordinatorcheckedour conversationwith clients.

A:

didn’t thatmakeyou ?

B:

Not really, just . A:

Goodtohear

that.
B:

There wasthisclientwholost her flight scheduleandconnectingflightitinerary.

A:

that’s fairly easytohandle.

B:
A:

45

_,butmy computergavemetrouble.
whatdidyoudo?



B:

A:
B:

Well,I kept talkingtoher, notevena _.ItoldherI was retrievingtheinformationbut
my computerwas . Itwould probablytake fiveminutesorso topullup
theinformation. IguessI sounded sincereshesaidshe didn’tmindwaiting. I said
thank youand told her the computerwasalready
runningthedata,andIwasscrollingdowntoM toget her name,andI was very close.
Youseeadamnsecondofwaitingcould meana minute.SoI kepttalkingtoherand
keptherinformedaboutwhatwas happening,andbefore weknew it
theinformationflashedonthescreen.
thatwasagoodjob.Congratulations.
Well,I studied theexpressions andpracticessayingthemin front of themirror.
Afterall,I wanted toimpress theCoordinator (laughs).

GRAMMAR
A. Subject-VerbAgreementorSVA(Part 1:Rules1-6)
RULE 1:Asingularsubjectrequiresasingularverb;aphrasesubject requiresaplural verb.
Example: Ellatakesthe bus to work.
EllaandJohntakethebustowork.

RULE 2:Titlesof books,movies,etc., always requiresasingularverb
Example:
Gulliver’s Travelsisonsaleat eh bookshop
Caribbean CruisesisofferingbigdiscountsfortheThanksgivingHoliday.
RULE 3:Amounts, distances,measurements,always requireasingularverb.
Example:
Fifteen milesis the distance betweenXanaduandIslandParadise.
Seventy dollarsis thecar rentalfee.
RULE 4:Whenbothpositiveandnegativesubjectsareinthesamesentence,theverb should
takeafter thepositivesubject.
Example:
Thetrainers, notthe participants,are responsiblefor thematerials.
RULE 5:Intervening words such as,“together with,aswellas,along with,including,”

46



etc., donotaffecttheverb
Example:
Thetrainingmanager,as wellastheteamleaders, hassubmittedthe
monthly report.
RULE 6:Theword “and” whenreferringtothesamesubject,requiresasingularverb;
“and”requiresapluralverbwhenreferring to differentsubjects.
Example:
An old friendandmyboss areat thesameunit.
Exercise:Underlinethe correct formof verb
1. CustomerServiceRepresentatives(gains,gain) meaningfulexperiencesindealing
withdifferentkinds of people.
2. Thecoordinator,aswellas hersubordinate,(was,were) onherway to themain office
when theManagercame.
3. That $5000profitlast week (is,are) thehighestsofar.
4. “PiratesoftheCaribbean”(has,have) been surprisingly popularamongtheyoung
movieviewers.
5. I think “Romeo andJuliet”(is, are)not reallyaboutlove.
6. When we travel,my momanddadusually (pays,pay) incash.
7. (is,are) five kilometerslong?
8. Thethreecustomers,nottheagent,(was,were) theoneswhocomplained.
9. My friendandmanager (wants, want)metocomealong.
10. Theagentandtheteamleaderfinally (breaks,break) theirsilence.

APPLY THE SKILLS
Discuss in5minutesyour planforyour personal development anditseffectto yourself,company,
family,andcommunity/clients.
Copythis andsubmit theresultof your assessmenttotheteacher:

SPEAKING ASSESSMENT FORM
Day3:
Thecruisestaffdepartment&Reservations
Name of Speaker:
Name of Assessor:
Topic:
Date:

47



How do you
rate yourself?

Grade:
NI, Good, Very Good,
Excellent

Your accent
Your paralinguistic standard – eyes,
arm movement, head-sway, pacing.
Your sentences?

Member’s/partner’s
impression

Write your short
impression

Does the speaker stutter/falter?
Does the speed vary?
How’s the speaker’s accent? Is it
rising and falling?
Does the speaker able to finish a
sentence naturally?

A. Simulation:Prepare a3-minuterole-play onthe followingsituations.
1. Aclientasks about discountsat 3hotels of her choicein San Francisco. Shewantsto
know thepackagesthat suit herspecifications. Yourcomputerisvery slow at
retrievingtheinformation,how willyoufillindeadairsothe clientwillnotget impatient?
2.
Whileyouarepullingtheinformationregardinga confirmationof flightschedule,
hotelbookingand carrentalof your clientfromArizona,the computersnags. Try
small talk so theclient will notmind waiting.
3. Theinformationon connectingflights fromNorthCarolinatoHawaiithat theclient
wants istakingtimeasyoursystemisslow. You try small talkaswellasfillers to
keepyour client occupiedwhile waiting.
B. FishbowlApproach
Theclasswillbedividedintotwoorthreegroupsdependingthesizeofyourclass. One group
willobservethe performersandtakenoteof theirstrengths and weaknesses.
Eachobserverwillhavea partnertoobserve.Thenaftertheperformance,theobservers
willcritiquethepartner’s strengthsandweaknessesaccordingto thecriteriaset.
Afterwards,the groupswillshift roles.

48



Criteria:
Spontaneityprobabilityof thesituation
Accuracy inmakingthesubject agree withitsverb

Day7
Makingsuggestionswithaccentfocus
OBJECTIVES
1. Topracticeexpressionsin making suggestions
2. Toproduce / u /and/ uw/ soundsandcorrect word stress
3. To mastersubject-verb-agreement (SVA)
-------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK
49



A. Dialogue
A:
Goodmorning,Mr. Robertson. InternationalJobsTravelontheline.Sir,yourang us
upafewdays agoaboutavacationpackageyouwere planningtospendin Orlando.
Haveyoumadeabookingyet?
B:
No,um…I haven’t doneanything yet.I was abouttophoneyou,infact.
A:
that’s acoincidence.Let’s seenow. You wereinquiringabout 5nights in Orlando
andcarrentals,weren’t you?
B:
Yes. NutIhadtothink about it becauseitwas bit overmybudget.
A:
That’swhy I called,sir. IMI Travelhascomeup withspeciallastminutepackages.
Why don’t you considerouroffer?I’m sureyou’llfindone that’seasy onyour
pocket. Here are ourpackages.
Orlando,5nights, includes hotelaccommodations, airfare,carservice
OptionA:$188with10% discount for thefirst 20bookings in2 weeks
OptionB:$220 with15%discount for thenext20bookings in4 weeks
Option/c:$250with10% discount forthelast 10 bookings in 5 weeks
IfI makesuggestion,I’drecommendpackageA. allit requiresisthat you book
for2weeks in advance.It’s very easytopaybecauseweacceptcredit cards. Would
thisbefine withyou?
B:
Sounds allright. Book methen.
A:
Thank you,sir. Anythingelse? B:
Nothingmore.Thanks.
B. Pronunciation
Directions:goover the textagain.Listdownsomeof thewords thatrepresent the/u/
and/uw/sounds in the text. Writeyouranswersin thebox.
/u/sound
/ uw /sound

C. Practice by sayingthefollowing aloud:
/u/
Book
Cook
Foot
Full
Good

50

/ uw /
Booth
Cruise
Fool
Group
Lose



Hood
Push
Put
Should
Stood
Would
your

Proof
Prove
Route
Rude
Rule
Truth
whose

D. PronunciationExercises
1. My last cruiseto theCaribbeanwasfullof welcomesurprises!
2. Would youmindfollowingevenjust thebasicrules?
3. Toavoidlosingyourbaggage,makesureyouputthemallat the counter.
4. Whichroutedoyourclientsprefer?
5. Didyouvisitthe Bookish BootinLakeCity? Ithinkit’s reallygood.
6. How many groups ofEuropeans are there inyourneighborhood?
7. Youhavetopresent anyproofof purchasetoget yourprize.
8. Someagentsreallyhavetopush their customerstothelimitjust toget the truth
fromthem.
9. Isn’titrudetobringourowncooked foodtotheparty?
10. I can’tleavetomorrow night becauseof myhurt foot;soI willhavetorebook my
flight.

E. WordStress

Rules
Thesearesomeof thegeneralizations aboutstress incertain groupsofwords:
1. Most words withtwosyllablesarestressed on thefirst syllable.
airline
Client
duty
baggage
details
eastern
Booking
dollars
later
business
double
local

Penny
Prepaid
transfer
western

2. Intensive-reflexivepronouns arestressed on the wordself orselves
yourself
herself
ourselves
myself
himself
themselves

51



3.Numbersin–teenreceivethestress onthe word –teentodistinguishit clearly from
numbersin–ty.
Seventeen-seventy
Eighteen-eighty
Fifteen-fifty
Thirteen-thirty

4. Words endingin–ical,-ion,-sion,-ic and–ityalways have their primary stress on the
syllablebeforetheending.
Cancellation
Confirmation
economic
Equality
exclusivity
Historic
Regularity
satisfaction

5. Generally, whenasuffix is added toaword,the new formretainsthestress onthe
samesyllableastheoriginal.
Dutiful
Guidance
Trainable
Doable
happiness
assignment

6. Words whichshow ashiftin useaseitheraverb or noundifferin stress.
NOUN
VEERB
NOUN
VERB
object
object
Subject
Subject
present
present
conduct
Conduct
permit
permit
contrast
Contrast
record
record
address
Address
progress
progress
rebel
rebel
Generally,thisrulealsoappliesin two-word verbs.
NOUN
Make up
Pickup
Puton
Turnover

VERB
Makeup
Pick up
Put on
Turn over

F. ExerciseinWordStress
1. Theinjured were broughtimmediatelytothehospital.
2. Ourrecords show that morethan70% of our clients aresatisfiedwithourservices.
3. Talented peopleare sometimesmisunderstoodassmart-alecky.
4. Doyouthinkthat ourprojections forthe comingyearare attainable?
5. Heexpressedhiscondolencestothebereaved family.
6. Wewillreapafruitfulyearif things goasexpected.

52



7. There should beaclosecoordinationbetweenthemanagementandthepersonnel
department.
8. Thecommittee onexternalaffairsmet todiscuss new policy changes.
9. Suchanadmirabletraitwill nevergounnoticed.
10. There’sasharp contrastbetweenaproactiveand reactivemanager.

A. Exercise:Practicereading the dialoguein Prepare toSpeak withapartner.Pay
attentiontothe commonexpressions used tomakeafollow-upandgivesuggestions.
B. Techniques
Use thefollowingexpressions tomakeafollow up:
Sir,you rangusup afewdays ago…
Haveyoumadea bookingyet?
Youwere inquiring about…
That’swhy I called,sir.
Use thefollowingexpressions togivesuggestions:
Why don’t you considerouroffer?
If I maymakeasuggestion… Would
thisbefine withyou?
C. MorePractice:Canyouaddtothelist?
MakingaFollow up

Givingsuggestions

Idioms usedinthedialogue

53

Possiblemeaning



expressionsfromthebox
Deadair
Getbackto

Throws back
How canI put it?

Is infor
May soundlikeadumb
question

A:Marionette….uhmm… .
B:
Yes,are yousayingsomething?
A:
I was wondering if you could helpme…I’dliketoknow …uhmm…what topics
make foragoodsmalltalk?
B:
That’san interestingquestion. AsfarasI know,wecan talk about the weather,
sports,movies,andotherentertainmentnews,current events, places,or
anythingsafeandinterestingtotalk about. But neveraboutpolitics,religion,and
otherverypersonaltopics. Also nothingracistorsexist.
A:

Yes,I understand that.My problemis–howdoyouknow ifthe client
somesmalltalk while waiting.
B:
I think thesecretisforyoutobesensitive toknow theanswers.
A:
This _,but could you tellmehowtogaugeaclient’sresponse.
B:
Listen to thetoneof hisvoice. Ifhesounds lukewarmorunfriendlyeven if he
answersyourquestion, he’s notencouraging anyconversation. You betterhurry
locatingtheinformation hewants. Forexample,yousay, “Niceplacetospend the
weekend”and heanswers“Ohyeah” and keeps quiet.
A:
How doIfillin _?
B:
Soundsincereinsayingyou’reretrievingtheinformation heneeds,but it’s
takingalonger time.Askifyoucould just callhimback. Ifheagrees,get his
phonenumber.Ifhesays he’ll wait,ask for2-3minutes. Don’t keep quiet though.
Say somethinglikeyou’redoing yourbesttobequick but thesystemis really
slow,but assurehimyou’llsoon get there.
A:Okay, thanks forthat. Letme client response. If the client
sounds enthusiastic,does thatmean he’sinvitingaconversation?
B:
Yes,especiallyif he a questionat youafteranswering. Becareful thoughnot
tooverstretchtheconversation. Onethingmore,soundsincerely enthusiastic,
too.
A:
That soundsgreat.Thanks.
B:
I havetogo. See you.

GRAMMAR
SUBJECT-VERB AGREEMENT(Part 2:Rules7-10)

54



RULE7: “Neither…nor, neither…or”requireasingularverb,if bothsubjects aresingular.Itnot,
theverb follows thesubjectclosertoit.
Example: EitherJames ortheladiesarereadyfor thepresentation.
Neithertheguestspeakernor thecoordinator was present.
RULE8: Indefinitepronouns like“anybody, everybody, anyone,noone,each, nobody,
somebody, everyone,notone,someone,every,”etc., always requireasingularverb.
Example: Everyonelovesgoingto thebeach.
Eachofthepackages has been disconnected.

RULE9:“Few,both,several,many”always requireapluralverb.
Example: Afew of themthink weshouldgoasplanned.
Many of themgotothemovieson weekends andholidays.
Bothhave theright to complain.
RULE10:“Anumberof”requiresapluralverb;“thenumberof”requiresasingularverb.
Example: Anumberof customers havealready complained.
Thenumberof agentsreceivesafreevacationpackage to HongKong.
Exercise:Supplythecorrectformof theverbbasedonthegiven wordin theparenthesis.
1. Neitherthepassengers northeflightsteward(be) awareofyesterday’s
problem.
2. Despitehisannoying habit,nooneinthedepartment (have) calledhis attention.
3. Thenumberof applicants (expect) toget the50% discountfromlast
week’s promo.
4. Severalissues(have) beenraisedatthemeeting.
5. Not oneof these choices (be) promising.
6. Forthepast weeks now,neither my customersnormy teamleader (have)
complained.
7. I am pretty sure!Both(be) getting Vacation PackageB.
8. A numberofflights(have) beencanceled.
9. Eachoftheparticipants (get) a package tour toRhodeIsland.
10. Eitherthe consultant or theclients (be) makingit difficult forthe company.

APPLY THE SKILLS

55



1. Aclientasks about severalvacationpackagesfora familyof5intheEastCoast. Give
himthebestoptions soyoucan closethedealrightaway.
2. Aclientwantstobook foratwo-week honeymoonin NewMexico. Hehasalimited
budget. Offerseveralpackages that are withinhis budget do he’llbeabletopick the
one that hethinks isthebestchoice.
3. Acouplewants amountainhideawayfora week. Givethecaller5 choicesin the
WestCoast.Seetoit thattheybooktheirchoicebeforethe callends. B.
FishbowlApproach
Theclasswillbedividedintotwogroups. Onegroupwillobserve theperformersand take
noteof theirstrengths andweaknesses. Eachobserverwillhaveapartnerto
observe.Thenafter theperformance, theobserverwillcritique thepartner’sstrengths
andweaknessaccordingtothe criteriaset. Afterwards, thegroupswillshift roles.
Criteria:
----------------------------------------------Endof Day7---------------------------------------------------------------

Day8

Giving assistance and instructions
OBJECTIVES
1. Topracticemoreexpressionsin giving assistance orinstructions
2. Topractice/ p/and/ f /sounds
3. Topracticepropersentence stressto showemphasis
4. To mastersubject-verb agreementrules
-------------------------------------------------------------------------------------------------------------------------

56



PREPARE TO SPEAK
A. Dialogue
CSR: UnitedAirlines. Thisis . How may Ihelp you?
CLNT: Yeah. Ineedtoget thefastest ridefromtheChicagoAirport toJohnHancock
Center.
CSR: May Igetyour name,Ma’am?
CLNT: ThisisVidaRitchie.
CSR: What timeare youarrivingat theairport?
CLNT: About9:30AM. But I have toget toHancock Centerbefore10:30.
CSR: allright,Ma’am. Thefastestway togetthereisthrough theExpress Train on
NorthEastLine.
CLNT: wheredoItakethat?
CSR: you’vegot toexit throughGateAandwalk about20metersto thewaiting
lounge.Thereyou’llseea numberof slotmachines. Look forslotmachineEto
getyoursinglejourney ticketto Hancock Station.Thecenterisa5minutewalk
fromthestation.
CLNT: Holdit!How longisit from theairport?
CSR: It’llonlytakeyou 15-20 minutes.
CLNT: Uh-uh. I’lltakethat.You’reabighelp.Thanks.
CSR: My pleasure,Ma’am.Hopeyouenjoy yourtrip.
B. Pronunciation
Directions:Goover the textagain.Listdownsomeof thewords thatrepresent the /p/
and/f/soundsin thetext. Writeyouranswersinthebox.

/p/Sounds

/f /sound

/p/
Appeal
Beep
Cop
Deepen

57

/f /
Affair
Beef
Cough
Deafen



Lap
Leap
Open
Pace
Pact
Pain
Pair
Pin
Pony
put

Fact
Fair
Feign
Fin
Foot
Laugh
Leaf
Often
Phase
phone

D. Pronunciation Exercises
1. Most customersarenotwilling toget thelatestpairof Fairmountshoeswithout the
50% discount.
2. I needtogeta phonecall toPony Island.
3. TheTeamLeadercouldn’thelpbutlaugh when shesaw my wild pink laptop.
4. Doyouthink wecanmakeit to thenext phasein thetrainingconsideringourpace?
5. Everyonehastowear the bluepin toseethedolphin show.
6. Oneof the cops could notaccompany the customertothehospitalbecauseof his
severecough.
7. TheManager hasexpressedtheneed of thecompany isbeef upits shares.
8. Whileon theCinetrain,pleasedon’tforgettoput yourfeet underyourshoes.
9. I’d definitely gotothefanfareonFriday.
10. Morethan fifty guestsexpressed theirdesire tobeat theeveningaffairtomorrow. E.
SentenceStress:thegeneralruleisthatcontent words arestressedand functionwords
arenotstressedunless thespeakerwants togivespecialemphasistothem.
Content Words
1.
2.
3.
4.
5.
6.

Nouns
Verbs
Adjectives
Adverbs
Demonstratives
Interrogatives

FunctionWords
1.
2.
3.
4.

58

Articles
Prepositions
PersonalPronouns
Possessiveadjectives


5.
6.
7.
8.

Relativepronouns
Commonconjunctions:and,but,yet,so
ThewordONEwhenusedaspronoun
AuxiliaryVerbs andLinkingVerbs

However,when theseare usedat theendof thesentence,theyarestressed.
Example:
A:
Thisiswrong.
B:
Itiscorrect. Iknow itis.
Andwhen theyare usedintagquestions:
Example:
Youdid notmakeareservation,didyou?
Youaretaking aholiday,aren’t you?

F. ExerciseinSentenceStress
Readthefollowingshortdialogues. Takenoteof thesentencestress
A:
Hey, didyousayyouarequitting?
B:
Idid. Why?What’s wrong withquitting? A:
Only cowards are quitters.
B:
Only foolsdon’tchangetheirminds.
A:
You’reafool, aren’t you?
B:
You’reacoward,quitter!

A.

Exercise:PracticethedialogueinPreparetoSpeak withapartner.Pay attentiontothe
commonexpressions
usedtorespondtoacustomerwhoasksforassistance.Observe
theproper way of givinginstructions.

B. Techniques:
Use thefollowingexpressions torespondtoacustomer whoasksforassistance:
“What timeareyou arriving…?”
“Thefastestwaytoget there is…”
“It’lltakeabout…minutes.”
Use thefollowingexpressions togiveinstructions:

59



“You’vetoexit through…”
“Walk about meters…” “Look for…”
Respondingtoa customeraskingfor
assistance

Givinginstructions

Exercise1:goover thedialoguebox again. Canyouidentify someof theidiomatic

PossibleMeaning

Exercise2:Completethedialoguebelow withtheappropriatevocabularyandIdiomatic
expressionsfromthebox.
hurdles
Onme
Runinto
Allears
Got downtobusiness
Went to that length
A:
Hey,goodtoseeyou,Brooke!How haveyou been?

shrugged
Baptismof fire

B:

Samehere,Marionette.Well,I’m okay. Talkingof mentaltelepathy, I was
wishing I’d you today.

A:

Really? Me,too.Yousee,last timeI wanted totalk moreabout fillersanddead air
but time wasshort.

B:

it’s allright. I’mrelievedI didn’t havemy thefirst timeI was onboard. IguessI did
finally fairly wellbecauseI was abletodeal withthe clients without any hassle.
Congratulations. You theacidtest. B:
I

A:

wouldn’t havemadeitwithoutyourhelp.

60



A:

Whatwould youlike toorder?

B:

No,order what you want. It’s _.

A:

There arestillsomethings I’dliketodiscuss with you–somerealizationswhileI
wastakingcalls.

B:

I’m .Tellme.

A:
I realizedthatclient-callagent communicationwaseasy becauseI was relaxed
andIwasmyself. Ialsolistenedcarefullyforinformation that couldkeep the
conversationgoing. Guess what,I was conversant onsmalltalktopics becauseI spent
lots of timereadingandwatchingAmericansitcoms toget myself accustomed tothe
accent.
B:
A:

You _? You’remarvelous!
Iftheclient didn’trespond tomy question,Ididn’ttakeit personally, soIdidn’t
feelbad.I just myshouldersand _.I was friendly,and accommodating.

B:

I bet thenexttimeyou goon board,you’reaveteran.

A:

Not really,butmoreconfident. B:

Givemefive.

GRAMMAR
SUBJECT-VERB AGREEMENT(Part3:Rules11-14)
RULE11:Massnouns like“water,air,wind,fire,space”requireasingularverb.
Example:Windblows strongerinMidwest.
Spaceismaximized in anairplane.
RULE12:Collectivenouns like“family,army,orchestra,crow,audience,herd,flock, team, convoy,
staff”requireasingularverb if they are takenawholeorcollectively, and pluralwhen
theindividualmembersarethought ofasactingseparately.
Example: Myfamilyisleaving forTallahasseenextmonth.
Myfamilyaregoingontheirseparateways toexploretheplace.
RULE13: Some commonandproper nounsendingin–sincluding–ics aresingularandtakea
singularverb.
Example: Nonews isgoodnews.

61



Thisseriesof exhibits is fascinating.
RULE14: Nounsoccurringin setsof 2takethesingularform whenthe word pairispresent,but
theytakethepluralform when thepairisabsentregardlessof whetherone pairormoreis
beingreferredto.
Example: ApairofleathershoesiswhatIneedtogetonthistrip.
My onlyblackleather shoesareoldnow.
Exercise
1. A: What (does,do) yourfamily plan todo thissummer?
B: Myparents (plan,plans) togotoFlorida.
2. A: What kindof news (is,are) that?
B: I know it’sterrible! Ithink theinformation (has,have) beentampered with.
3. A: How much(is,are)apairof Guccisunglasses nowadays.
B: It’sratherexpensivenow. Why (doesn’t,don’t)youwait tillthesaleseason?
4. A: Why (does,do)everybody seemagitated?
B: I think somespace(is,are) whatweallneedright now.
5. A: Why (is,are)theaudiencecomplaining?
B: Well,thewholeteam (hasn’t,haven’t) arrivedyet.

APPLY THE SKILLS
A. Simulation:Prepare a3-minuteroleplay onthe followingsituations:
1. Aclientisarrivingat theairportoneandahalf hoursbeforehisscheduledlecturein a
university. Hehastoarriveat theplaceatleast 30minutesearliersohe canstill
composehimself,aside fromcheckingthevenueandthenecessary visualaids. Give
himtheshortest routeorride totheuniversity.
2. AclientfromPhiladelphialost hisplaneticketandasks howhecould geta new one.
Theticketispartof his3-nightvacationpackageIHoliday InnSouthBeachResort in
Miami.
3. Aclientwantstobook for threenights at theMiyakoHotelLos Angeles. Heisasking
foeseveralpackages. Suggestthebestoption. Once he decidestobook,ask ifhe
couldguaranteehisreservation withacredit card.

B. FishbowlApproach

62



observe.Thenafter theperformance, theobserverswillcritique thepartner’sstrengths
andweaknessesaccordingtothe criteria set.Afterwards, thegroups willshift roles.
Criteria:
----------------------------------------------Endof Day8---------------------------------------------------------------

Day9
GivingAssistanceandhandlingquerieswithaccentand
grammarfocus
OBJECTIVES
1. Touseexpressionsingiving assistanceandhandling direct flights.
2. Topractice/ b/and/ v / sounds
3. Toemphasizea particularidea within a sentenceusing properintonation and
stress

63



4. To mastersubject-verb agreementrules
-------------------------------------------------------------------------------------------------------------------------

PREPARE TO SPEAK
A. Dialogue–DirectFlights
CSR: MapleAirline.ThisisJane.CanIhelp you?
CLNT: yes, please.Doyouhavea directflight fromSeattle to Memphis?
CSR: Letme check that foryou,sir.Doyoumindgivingmeamoment? CLNT:
Not at all.
CSR: whenareyouleaving,sir?
CLNT: Onthe18thof thismonth.
CSR: we haveonedirectflight onthat day, sir.What timeare youleaving?
CLNT: is thatflightavailablein themorning? I plantoleavearoundeight.
CSR: Oh,I’m sorry,sir,butit’snot. Ouronly direct flightisthelast flight for theday,
whichisat eleventwenty in theevening.
CLNT: I see.Ohwell,I think I’llhavetocheck withanotherairline then.Thanks foryour
help anyway.
CSR: You’re welcome.

B. Pronunciation
Directions:Goover the textagain.Listdownsomeof thewords thatrepresent the/b/
and/v/sounds in thetext. Writeyouranswersinthebox.
/b/Sounds

/v / sound

/b/
Ban
Bane
Beer
Best
Bet
Biking
Boys
robe

64

/ fv/
Rove
Vain
Van
Veer
Vest
Vet
Viking
voice



1. I bet yourvet isbetterthanmine.
2. Don’tveeraway fromtheconversation. Youmustexplainwhy you have to takebeer
every morning.
3. I believemy vanity isa banerather thanaboon.
4. My momusedtotellmehow shemet aninterestingVikingwhilebikingthevillage.
5. Themembersof theSanDiegoBoy’s Choirgot themostangelic voices Ihaveever
heard.
6. InVienna, hugevansarebanned on weekends.
7. Doyouhappen to knowwheretoget thebest pieceof vest?
8. I wouldliketospendmynextvacation closetoabay upnorth.
9. Didyouseethebeautifulvivacious customer wehadlast week?
10. A V-neck would bebest foryourbodytype.

E. IntonationandStress
In normalspeech,intonation isnot onlymadeat theendof thesentence,but also
within thesentence.Thisiscallednowd]finalintonation.
Thevoicerisesonastressedcontentwordoraspecialized function word toemphasize
a particularideaother thanthe wordat theendofthesentence.Thisgenerally happens
insentencesshowingcomparisonsandcontrasts,incompoundsentencesshowing
comparisonsandcontrasts, in compoundsentences,andin complexsentences.
Examples:
1. Comparisons
Usingamobile phoneismoreconvenient than usingalandline.
Incomparisons and contrasts, theidea comparedorcontradictedrequiresarisein
pitch (themusicaltone withwhichwepronouncethestressed syllable)toshow
emphasis.
2. Compoundsentences
Thefirst sentenceendswitharising-fallingpattern. Thesecondunit observes the
ruleof thefinalintonation.

65



“Let’stakethepackagetour;it’s cheap.”
3. Complexsentence:Conditionals
“Ifyou book now,you’llgeta30% rebate.”
F. ExerciseinIntonationandStress
1. Eachclass takesfivehours,and there are five classesaweek.
2. Theclient wantstorebook her flight,butsherefusestopay extra charge.
3. AreyougoingtoDenverorAspen?
4. Has the clientagreed topay thepenalty chargeor not?
5. Is yourflighttonight or tomorrow?
6. Willyoumeetyourfriendordoyouprefertogohome?
7. Lisaspeaks morefluentlythanIdo.
8. Karencantypefaster thanAna.
9. It’smoreeconomicaltohirealocalthananexpert.
10. I’ll booktheroom,but pleasehold it until11 tonight.

A. Exercises:PracticereadingthedialogueinPrepare toSpeak withapartner. Pay
attention to thecommonexpressionsused togiveassistance toclient’s inquiries.
B. Techniques:use thefollowingexpressions togiveassistancetoclient’sinquiries.
“Letmecheckthat…”
“When areyouleaving,sir?”
“Oh,I’m sorry, sir,butit’s not.”

Givingassistance toClient’s inquiries


66




PossibleMeaning

Tricks of thetable
Pretty occupied
Bettersaid than done
A:

Put apremiumon
Theins andouts
Wrap up

Excuseme, havewemetbefore? B:

youlookfamiliar
A:

May I joinyou?

B:

Sure,whynot?

A:

Youseem . By the way, I’m Mike.

B:

Pleased tomeetyou,Mike.I’m _.

A:

Nice nameforapretty lady, huh?

B:

Thank you. Ifyou’llexcuseme,Iwant tofinishmy notes.

A:

Notes? Oh,sorry. Goon withwhat you’redoing.

B:

I’m learningthe .

A:

Huh,whatdoyoumean?

B:

I just cameout of aworkshoponCustomerService.

A:

Now I remember,wemet duringtheorientation. You’refromtheTravel
Account.

B:

67

Youwere sayingawhileago,you werelearning…



B:

Thetricks of thetrade of beingaCustomer Service
Representative.

A:

Youknow American clients efficiency. Actually, I’mlisting down
someimportant points toremember.

B:
A:

Good,Isaw you. Ineedthat,too.
OK, efficiency means givingyour clientstheaccurateinformationthey needat
theshortest possibletime possible.It’sassuring thatwhilethey’re waiting, we’re
processingdata. It’snotleaving amoment of idlesilence.This is whereSMALL
TALKofFILLERS comein.oncetheinformationisready, we our
SMALLTALKandFILLERSandlead theclient to theinformation at hand.

B:

Always .

A:

Yeah,that’s why wehave to work on it.

GRAMMAR
Subject-VerbAgreement(Part4:Rules15-20)
RULE15:
Fractionsandpercentages takethesingularform when theymodify amass nounand theplural
formwhen theymodifya pluralnoun;eitherthesingularorthepluralmay beused when they
modifyacollectivenoun.
Example: Mass–Fiftypercent of theclients aresatisfiedwithourservices.
Plural-Twothirds of the clients aresatisfiedwithourservices.
Collective- Ninetypercentof thepopulation(is/are) Christians.
RULE16:
Confusionwith“majority” and“minority”–theyhavethreerelated butslightlydifferent
meanings
A. Anabstractorgeneric meaningthat referstosuperiorityof numbers, thereference
canbe human/non-human,but thenumberisalways singular.
Example:Thegreat majority isinfavorof the30% percent discount.

68



B. Aspecificmeaningwhereoneortwoormoresets hasa numericalplurality
(majority)ornumericalinferiority (minority), theexamplesmakereferences to
politicalparties,andgrammatically theseare the collectivesand can beeither
singularorplural.
Example:Themajoritywas/weredeterminedtogetarefundofits/theiradvance
payment
C. Aspecific meaningwheremost (majority)orlessthanhalf(minority)of an explicit setof
persons isbeingreferredto,theS-Vagreement isalways plural.
Example:Amajority of theagentsare promotedevery year.
Themajority of Democrats areopposed tothatadditionalofficialholiday.
RULE17:
Theuseof “none,all,each,every”.“None”means“notone”,andwhennonereferstoamass
noun,theinflectionissingular.
Example:Noneof theinformation isaccurate.
Butwhen“none”refers toapluralnoun eithersingularorpluralinflection may beused.
Example:Noneof thecustomers(like/likes)theagent.
Noneofthoseproductionmanagers (was/were) informed.
Ifthenoun that“all”modifiesis amass noun.Subject,then S-Vagreementissingular.
Example:All(of the water)in theMidlandisstillcrystalblue.
If“all”modifiesacountablepluralsubject noun,S-Vagreementisplural.
Example:All(of the) customersare satisfied.
“Each” or“Every (one)”–when thequantified subject nounissingular,theS-Vagreementis
always singular.
Example:Every participantwasgivenahandbook.
Evenwiththeseexamples
Example:Eachof theexampleswasrelevant.
Everyoneof theseathletesgets areward from thePresident

69



RULE18:
Proximity rule
Example:There isamanagerandtwoteamleadersin theconferenceroom.
There are twoteamleadersandamanagerintheconferenceroom.
RULE19:
Relative– clauseantecedents
Example:Leahis oneof the few employees whohavebeenin thecompanyfor
morethanten years.
Sheisoneof thebest agentsthat haveeverworkedto thiscompany.
I amoneof theteamleaderswhomanageagroupof more than thirty
agentsinthis company.
RULE20:
When aclause functionsasasubject,theS-Vagreementissingularregardlessof anyplural
nounphrasesthat occuras partof thesubjectclauseor theverb phrase.
Example:That theagentsclamor forasalary increasedoesn’t surpriseme.
Whatcustomerswant is amoreaffordablepackage tour.

Exercise:
1. Only twenty fivepercent of thepackage(has, have) beenpaid.
2. Why (doesn’tdon’t)theagents get theinformationfromtheirTeam
Leaders?
3. How muchof the company population(is, are) coming?
4. Only amajorityofagents (has/have) submitted theirmonthly report.
5. Noneofthenews about the cancellation of flights (is,are) true.
6. I guessthere (has,have) beenamistakeinthememoI receivedyesterday.
7. At the computerstation(is,are) thefilesthemanager hasbeenlookingfor.
8. Every customerinthiscompany (is,are) ourpriority.
9. Rogerisoneof thetrainers who(comes,come) really prepared.

70



10. What thecompanyoffers the clients (is,are) a20% off onselecteditems.

APPLY THE SKILLS
A. Simulation:Prepare a3-minuterole-play onthe followingsituations:
1. Aclientcallsabout direct flightsfrom Honolulu toFrance.Shewants toknow what’s
available.Includeairfare rates.
2. Aclientwantstoknow about direct flightsfromLos AngelestoFlorida. Sheisalso
askingabout discounts.
3. Aclientisaskingabout thescheduleof direct flightsfromChicagotoLondon. Sheis
askingif theticket isrefundableincaseshebookstwoweeks earlierthen the
departuredate.
B. FishbowlApproach
observe.Thenafter theperformance, theobserverswillcritique thepartners’strengths
andweaknessesaccordingtothe criteria set.Afterwards, thegroups willshift roles.

ASSESSMENT
----------------------------------------------Endof Day8------------------------------------------------------

71



Day10
GivingSpecial Offerswith accent and grammarfocus
OBJECTIVES
1. Topracticeexpressionsin giving specialoffersanddiscounts
2. Toproduce / p /and / b / sounds
3. Toreviewcorrect wordstress, sentencestress,andintonation patterns
4. Toreview subject-verb agreement (SVA)rules
-------------------------------------------------------------------------------------------------------------------------

72



PREPARE TO SPEAK
A. Dialogue– BookingCruise
CLNT: 1-800-672-7485
Agent: CanadianImmigrationServices. Goodmorning. Thisis . How mayIhelp you?
CLNT: I’dliketobookfora four-day cruisetotheCaribbean.
Agent:Is it theRoyal CaribbeanortheCelebrity Cruise? CLNT:
Royal Caribbean.
Agent:That’svery timelyforour discount offers.
CLNT: Couldyoutellmeabout that?
Agent:Yes,ofcourse.Ifyoubook any Royal orCelebrityCruisein thenexttwomore
weeks, you’llreceiveafreehotelvacation,whichincludes3days and 2nights.
CLNT: Sounds good,huh? Book methen.
Agent:Ma’am,toqualifythepackagecruise,youhavetoget the$2000/cabinorgreater
andshould bepaidin full withaMastercardin thenext threedays.
CLNT: Uh-uh. Canthat befor two? I wanttotakealongmy husband?
Agent:Definitely,ma’am.
CLNT: That’ssettled.
Agent:Thank youforcalling. Enjoy yourcruise.

B. Pronunciation
Directions:Goover the textagain.Listdownsomeof thewords thatrepresent the/p/
and/b/soundsin the text. Writeyouranswersinthebox.
/p/
/b/

C. Practiceby sayingthe followingwords aloud
/p/
Pin
Pad
Tap
Lapel
Repay
Pill
Repel
Cup
Lap
Stop

73

/b/
Bin
Bad
Tab
Label
Rebate
Bill
Rebel
Cub
Lab
Stab



Top
Pack
pest

Tub
Back
best

1. Let’s stop bythelab beforegoinghometoday, shallwe?
2. Ourmanagerstays at themostexpensivepad inthe city.
3. My parents camebackfromEurope withahuge packofchocolates.
4. How muchwasyourbill forthat cupof coffee?
5. Thecustomer hasrequested toustoprovidea binforgreentea.
6. My customeristhefamous producerof thebest pesticidein thecountry.
7. How muchdidthecompany payforyourrebate?
8. Thegrandopeningforthe tourof BigBenisset onFriday.
9. Theagents have toask thecustomerstostopcollectingtoomany stubsfor free meal.
10. TheTeamLeadersasked theagentstolabelthetopoftheirdesksforidentification.

E. Review :Word Stress, SentenceStress andIntonation
Mother:

Areyou callinginsick today?

Daughter:

Yes.

Mother:Willyoucallyourbossyourself,orI’lldoit foryou?
Daughter:

Thanks,Ma. But it’sbetterif I doitmyself.

Mother:

I think so,too. Bettercallnow,andthen stay inbed. Anounceof
preventionisbetter than apoundofcure.

Daughter:

This isnothing serious. You don’t havetoworrytoomuch,mom.

Mother:

Ok,juststay in bed.

A. Exercise:Practicereading the dialoguein Prepare toSpeak withapartner.Pay
attentionto thecommonexpressionsused toofferaproduct orservicetotheclient.

74



B. Technique:Usethefollowingexpressions tooffera product orserviceto theclient:
“That’s verytimelyfor…”
“Ifyou book any…you’ll receive…”
“Ma’am,to qualify and get thepackage,you havetobe…”
“This should bepaid in/through…”
Expressionsusedtooffera product orserviceto theclient


PossibleMeaning

nosy
Getused to
sparingly

Breathingspace
profitable
Summingup

A:

Hey, Marionette!Our _.Still busy?

B:

Tooabsorbed in
Pathscrossed again
Graveyardshift

Hi, Mike.Yeah,thisisthelast day ofourworkshop. A:

Youcanhavesome now.
Onlytosomeextent,becausestarting nextweek,I’ll beon the _.
B:

You’ll it,justasI did.

A:

Yeah,you’reright.

B:

What arewriting? WhenI saw you,you were whateveryou’redoing.

A:

I’m themainpoints ofthe workshop.

75



B:

Andwhatisit this time?

A:

You’re kindof ,huh?Just kidding. B:

Not

really, justinterested.
A:

Ways toavoidmisunderstanding. Firstistorestart what theclientsaid. Another
is toask forarepetitionifyou didn’tcatchwhathemeant. This should bedone
thoughbecauseitmight

givethe

client

theimpression

thatyouweren’t

attentive.Nextistoaskformoreinformation. Then,youcan haveacombination of
thefirst three.Lastly,check ifthe clienthasnothingelseleft tosay.
B:

Youdefinitelyremember well,huh? Thishasbeen day forme.
Seeyouaround.

A:

Bye. Till nexttime.

GRAMMAR
Exercise1:Subject-verb agreement(Review:Rules 1-20)
Check ifyoustillremember theSVArules. Read thedialoguebelow andencirclethe
correct formof theverbinthesentence.
A:
B:
A:

Canadian Immigration Services. Goodmorning. Thisis . HowmayI
help you?
I amlookingforaveryaffordablevacationpackage to Hawaii. Doyouhave
anythingbetween$300-$500right now?
There (1.is, are)threedifferentpackagesat themoment,ma’am. Would you
likemetogoover them foryou? B:

Sure.
A:
Ourcheapest packageisthe$330inclusiveof airfare,economy,hotel
accommodations,1room, doubleoccupancy, and breakfast.Thispackage(2.is,
are)for3 daysand2nights.
B:
That soundsgood!ButI’dliketohear therest.

76



A:

Ma’am,wealsohavea$400packagewhichisalso for3days and 3nights. This
(3.includes,include)airfare,economy,hotelaccommodations,oneroom for
doubleoccupancy,withbreakfast,lunchanddinner.
B:
Uh-huh. How about thelastone?
A:
Thethirdone(4.costs,cost)$500for4days and3 nights, includingairfare,
economy,hotelaccommodations, singlefordoubleoccupancy and
transportationservices.Whichone(5.Sounds,sound) reasonable foryou?
B:
Well,I findit tough todecidenow. Doyouhaveany suggestions?
A:
Actually, majorityof our customers(6.gets, get)the$500packagewith
transportationservices becauseinHawaii,gettingatransportationservice(7.is,
are)ratherexpensive.
B:
Is thatso? Until when isthispromoeffective? I think I stillhavetotalktomy
husbandabout it.
A:
Thepackages(8.Is, are)only gooduntilnextweek,andthenIhaveto tellyou
thatthis$500 package(9.has,have)only 3moreslotstogo.SoI really cannot
assureyouthat thiswillstillbeavailablewhen youcall.
B:
That’sok. But I’malsoin a tight budget now.
A:
Ok,ma’amour company(10.is,are)always here tohelp you. Callusback
anytime.We’llbehappy toserveyouagain. B:
Thank youvery much. I’lldefinitely callback.
A:
Thank youforcallingTravelLinks. Haveaniceday. Bye.

APPLY THE SKILLS
1. Acouplecallsaskingaboutafour-day cruisetotheBahamas insummer. Give them
threedifferentrates fromthreeshippinglines.
2. Aman inquiresabout aThanksgivingcruisein New Orleans. Givehimdiscounted
rates.
3.

Awould-be-husbandwouldliketobook atwo-week honeymooncruisetothe
Caribbean. Hecan affordtospendextravagantly sogivehimthebest package
anddiscusstermsof payment byVISA/MasterCard.

B. FishbowlApproach

77



observe.Thenafter theperformance, theobserverswillcritique thepartners’
strengths and weaknessesaccordingto thecriteriaset. Afterwards,thegroups will
shift roles.

ASSESSMENT
Spontaneity
----------------------------------------------Endof Day10----------------------------------------------------

Day11
Giving Options/Verb Tenses
OBJECTIVES
1. Topracticeexpressionsin giving options
2. Toproduce the/k/and/ g / consonant sounds
3. Toimproveone’srhythm ofspeechthroughproperphrasing
4. Toreviewthedifferent formsandfunctions of verb tenses
-------------------------------------------------------------------------------------------------------------------------

78



PREPARE TO SPEAK
A. Dialogue
A:
Thank youforcallingCICTRavel. ThisisKenneth.May Ihelp you? B:
I needadirectflight toHouston. What doyouhaveavailable?
A:

I’m checking tosee what’s available…Okay, IfoundoneonCargoAirfor$417,
direct flight.

B:

No,way!That’s unreasonable.Givemesomeotheroptions.

A:

Okay, sir.I’ll check with otherairlines. Would youmind holding?

B:

Good. Idon’tmind waiting.

A:

There are threeotherflightsfromSan Francisco toHouston.Pleasetake noteof
theseflightsand therates:
ContinentalAirlines:
1. Depart 12:33PM
Arrive6:06PM

Direct Flight:$346
SanFrancisco,CA
Houston,TX

2. Depart 6:30AM
Arrive12:14PM

SanFrancisco,CA
Houston,TX

UnitedAirlines:
3. Depart 11:16AM
Arrive5:06PM

Direct Flight:$346
SanFrancisco,CA
Houston,TX

B:

Thepriceisthesame.I’lltaketheUnited Airlinesand book meon thisflight.

A:

I’ll dothat. Sir,letmegiveyousbrief rundown ofyourflight schedule.You’re
askingUnitedAirlinesleavingSan Franciscoat 11:15AM andarrivingHoustonat
5:05PM. Airfare is$346.

B:
A:

Thank you. CanIpay cashat theairport?
Yes,youmay,but please confirmyour flight andpay at leastaday before
departure.Anythingelse,sir?

B:

That’sall. Thank you.

A:

You’re welcome.Happy trip,sir.

79



B. Pronunciation
Directions:Goover the textagain.Listdownsomeof thewords thatrepresentcritical
soundin thetext. Writeyouranswersin thebox.
/k /
/g/

C. PracticeProducingthefollowing:
/k /
Akin
Carry
Coin
Keep
Kind
Leak
Maker
Rock
Seek
Take

/g/
Against
Ago
Beg
Begin
Eager
Gain
Gold
Good
Gun
mug

1. I’m hopingnobodyhere is againstgunban.
2. There werereally good packagesoffered last month.
3. Ourtouristguidewasvery kindandeager.
4. Shouldourpolicy makersbelawyers?
5. Alwaysremind theclients tokeeptheirvaluablesinasafeplace.
6. I bought youaParisiennesouvenirmug.
7. What doyouactuallygainfromtravelling?
8. Thenew batchof agentsisgoingtobeginreceivingofficialcallsnextweek.
9. Doyoumindcarryingmyluggagetothecounter?
10. Pleaseencourageyourcustomerstotaketheeveningflightsthisweek. E.
Phrasing(MakingPausesandStops)
Phrasing:
Therhythmofspeechcanbeimproved through proper phrasingor dividingthe words
accordingtorelatedthought
units.
Thefollowingselectionismarkedwithasingle
barlikethis(/)anddoublebarslikethis(//)toindicatepauses.Thesinglebar(/)isa

80



briefpause
togrouptogetherrelatedideasandthe
double
bar(//)isalongerpause
markingtheend of the thought unit.Atthispoint,you can breathe beforeyou proceed
tothenextline.
Practice reading.Observe correct phrasing:
Eachlanguage/ has its ownmusic /withcharacteristic cadence/rhythm/and
inflection//andifanadultistolearntospeakanewlanguagecorrectly /hemustgive fullvalue
tothesepeculiarqualities.//Itisasifhewerelearning to play /anewmusical instrument.//
Englishis a formidablelanguage/ filledwith tongue twisting combinations of
vowelsandconsonants /thatmaybepronouncedquitedifferently/astheyoccurin various
words/that lookalike. //
Foreigners/welleducatedintheirownlanguage/andsensitivetoitsbeauty andgrace,
/ havea naturaldesiretospeak thelanguage of theiradopted country/ not
onlywithgrammaticalcorrectnessand
precision/butalsowithproper
pronunciation,/
accentandintonation.//Others
notsowelleducated/needtoknow
howtospeak
clearly/fortheirownprotectionandcomfort.//Too
often/embarrassingmistakesin
pronunciation / resultinunfortunatemisunderstandingandsetbacks.
Itisalmostimpossible/
toacquirethisskillsfrombooksalone.//
itisdifficultto
acquirefromlisteningtocasualconversations.//itmustbegainedbypainstakingeffort
/throughcontinuousdrillandpractice.
Exercise:
(Read the following selection and putthe correct mark–single(/) or double(//) to
indicateproper phrasing.)
“Theygave theirlives foetheircountry,andgainedfor themselvesa glorythat
canneverfade,a tomb thatshallstandasamark forever.Idonotmean thatinwhich
theirbodieslie,butinwhichtheirrenownlivesafterthemtoberememberedforever
oneveryoccasionofspeechoractionwhichcalls
ittomind.Forthewholeearthisthe
graveandmonumentof heroes.Itis nottheir deeds;buteveninlandswheretheywere
strangers theirlivesan unwrittenrecordin everyheart–felt,thoughneverembodied.”
-Pericles

A. Exercise:Practicereading the dialoguein Prepare toSpeak withapartner.Pay attention
tothe commonexpressions usedingivingoptions.

81



B. Techniques:Usethe followingexpressions whengivingoptions:
“There are (three)flights available…”
“Letmegiveyouabrief rundownofyour…”
C. MorePractice
GivingOptions


PossibleMeaning

direct flights

day off

connectingflights

time’s gold

uptoournecks

inarush

invitingmeout

uptosomething

totreat

raring

agreewith

makealotof
difference

A:

Whatcallsdidyouhandle today?

B:Mostlyquestions on _.Seemedeverybody was .
A:

Becausethere’sathree-day weekend andvacationerscan’t afford towastetime on
_.

B:

Yeah,Iagree withyou anwant toget themostofourvacation.
Why, even an hoursavedonflightscan _!

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