Garantía limitada de Motorola (Internacional)

Advice Advice Bless Blaze Class Cause Hostess Crazy Process Cruise Progressive Glitz Same Roosevelt Seen Rose Several Zip tense zoo D. Pronunciation exercise

1. There’s a very affordable restaurant on Roosevelt Avenue. 2. My relatives are going on a cruise next week.

3. Don’t worry, I’ll advise the participants to come early. 4. Are we flying economy or business class?

5. Everyone in the company goes through a very tough proves. 6. Remind the customers not to cause any trouble.

7. We only have several items left for discount. 8. Do you want to get the same flight schedule?

9. I thought I was going to go crazy hosting the program. 10. Have you been to the biggest zoo in Seattle?

E. Review word/Sentence Stress

Read the following sentences aloud to practice word/sentence stress. 1. The ceremony lasted more than an hour.

2. I don’t understand the content of the letter.

3. Some adventurous customers do not realize the circumstance they are in. 4. Do we have some penicillin in the first aid kit?

5. Can you do the report yourself? 6. Is it seventeen or seventy?

7. I’m not sure if we can address that problem now. 8. The managers seem to object to the proposal. 9. The fundraising had a good turn out.

10. Who else needs to make up for the training?

COMMUNICATIVE FUNCTIONS

A. Exercise: practice reading the dialogue in Prepare to Speak and find a partner. Pay attention to the common expressions used in handling complaints.

98

“I understand your situation, _____. But the company has its policies.” “I’m, really sorry, ____________.”

“It’s all right.”

“Please keep your cool.”

C. More practice: Can you sad the list?

Handling Complaints

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

E. Exercise 2: Complete the dialogue below with the appropriate vocabulary and idiomatic expressions from the box:

Beat up Busted my chance What’s eating you?

Off your chest Freaking out A hole in the wall

Spaced out Passed up Giving me a creep

A: Hey, you’re _____________.

B: Nothing. I’m just exhausted, I guess.

A: Come on, get it ____________. I’m your friend, ready to listen anytime. B: I’m bombed. I hate myself. I think I ________________ to handle a complaint

99

A: what did you do?

B: There was this very angry client because she was penalized for a cancelled flight. At the moment I felt she’s ______________ because of her voice. It wasn’t her fault she said if there was a snowstorm. She didn’t also get a refund for her cancelled hotel booking and she’s running out of cash so she desperately looking for a ______________. That does add up to her irritation. She missed the refund because she wasn’t able to notify the hotel in 24 hours earlier. Oh my, she was really ________________ and I was tongue-tied.

A: Didn’t you do anything except keep quiet?

B: I remember I stuttered, and then I said I’d refer her case to the supervisor. I regret I ____________ handling that complaint effectively.

A: Don’t ___________ yourself about it. Charge it to experience. Next time, you’ll be more composed and you’ll be able to handle a complaint well.

GRAMMAR

Prepositions: At, On, In (time)

We use:

 ‘at’ for the time of the day:

At 5 o’clock at midnight at lunchtime at sunset, etc.

 ‘on’ for days and dates:

On Friday/on Saturdays on 12 March 2009 on Christmas day

 ‘in’ for longer periods (for example, months/years/seasons) In October in 1968 in the 18th century in the past In (the) winter in the middle ages in (the) future

100

I take the most number of calls ‘at night.’ I enjoy receiving a lot of gifts ‘at Christmas.’ The call is on hold ‘at the moment.’

The President and Vice President arrived at the airport ‘at the same time.’

 Note that we usually ask ‘What time…?’ (not “at what time…?) ‘What time’ are you going to be on board?

We say:

In the morning(s) in the afternoon(s) in the evening(s)

 Our meeting is ‘in the morning.’

 The training is ‘in the afternoon.’

 My duty is ‘in the evening.’

 On Friday (morning) on Saturday afternoon on Monday evening The manager will be attending at the meeting ‘on Friday morning.’

Our department has been assigned to take over ‘on Saturday afternoons.’ We plan to go out ‘on Saturday evening.’

We do not use at/on/in before last/next/this/every:

 The trainer is going to be out ‘next Friday’. (not ‘on next Friday)

 Our team was evaluated ‘last month.’

In a few minutes/in six months etc.

 The plane will be arriving ‘in a few minutes.’ (=a few minutes from now)

 All the new agents will start ‘in a week.’ (=a week from now)

101

 I acquired the native accent ‘in three weeks.’

 The new policies will be implemented ‘in two months time.’

Exercise: Complete the following sentences by using the prepositions at, on, in with the words

or group of words in the box:

At night On Saturday evening

In the 1990s In the evenings

Last 200in December8 January 1, 2008

On Thanksgiving Day In a month’s time

Next year On Fridays

At lunchtime At ten o’clock

At the moment In summer

1. I plan to move to another department ________________.

2. Last year, more Americans flew back to their hometowns _______________. 3. The company will be launching a new project __________, in time for Christmas. 4. The lowest number of applicants reported on record was __________.

5. Tourists prefer going to the beach ________________.

6. I’m glad I never fail to go mass ________________ despite my hectic schedule. 7. Our call center started its operation in the Philippines.

8. The client should have called _________. It’s now half past ten. 9. I prefer working _______because I’m not a morning person. 10. Our team members usually have snacks ______________. 11. I don’t think the supervisor is available ________________.

12. Do you notice how most people feel sluggish and burnt out _________? 13. A sister company of this call center will be introduces __________. 14. The couple from Wisconsin will be arriving __________.

102

15. I wonder why our supervisors call for meetings ________. I can’t eat properly when they do so.

APPLY THE SKILLS

A. Simulation: Prepare a 3-minute role-play on the following situations:

1. A client complains that her booking date was changed to an earlier flight without notice. She calls to inform your agency about it. She wants it re-booked to her scheduled flight, but the problem is there is no more flight available on that day. 2. A client calls that the date of her flight to Jamaica and hotel reservation does not

match. She wants you to fix it right away. But there’s no more available flight. The client insists that she talk to your supervisor.

3. A client complains that his connecting flight from Phoenix to New Orleans isn’t what he booked. He wants you to make necessary arrangements within the day because of an urgent matter he has to attend to later in the evening of the same day.

ASSESSMENT

 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 13 ---