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training flow

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English4callcenters .com

on 28 September 2018

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Transcript of training flow

Class flow and coach techniques.
WELCOME TO ...
TODAY'S AGENDA

1-Introduce yourself.
2-Set up expectations.
3-Deliver table content and preview
for class techniques.
4-Develop class flow Basic.
5-Develop class flow Intermediate
6-Questions/answers.
7-Deliver questionnaires
8-Set out expectations for certification
BASIC 1 FUTURE, NUMBERS, DATES AND PRONOUNS
GENERAL GOAL
: At the end of the month our trainees will be able to describe events by making use of future will and going to .
EVALUATION
: Deep level interview &
Monthly evaluation
SPECIFIC GOALS
: At the end of the month trainees will be able to talk about: Tell me about yourself, spell personal information correctly, name parts of the body, share ages, dates and numbers, describe birthday plans , home activities, class activities, working activities, plans for the future, predictions, general plans and specific plans.
READERS FOR BASIC ONE
WEEK 2
READING GOAL
:
WEEK 3
WEEK 4
(Assign on
B1W1D5
to be evaluated
on B1W2D5)
WEEK 1
(Assign on
B1W1D1
to be evaluated
on B1W1D5)
(Assign on
B1W2D5
to be evaluated
on B1W3D5)
(Assign on
B1W3D5
to be evaluated
on B1W4D5)
BACK THEN
NOW &
COMPARE HOW DIFFERENT YOUR LIFE WAS COMPARED TO YOUR LIFE TODAY.
TIME
DEBATE
MAKE TWO TEAMS AND GET READY TO DEBATE
TIME
PRACTICE
GET IN COUPLES AND BE READY TO SHARE YOUR ANSWER.
CLASS WILL ASK QUESTIONS ABOUT THE PRODUCT.
TECHNIQUE
SALES
MAKE GROUPS/COUPLES AND SELL A PRODUCT. THE
TECHNIQUE
VIDEO
WATCH THE VIDEO AND THEN RETELL
THE STORY IN COUPLES.
TECHNIQUE
ROLE PLAY
MAKE COUPLES AND PRACTICE THE
FOLLOWING ROLE PLAY.
TECHNIQUE
MAKE A COMMERCIAL
MAKE GROUPS AND BE READY TO ACT IN FRONT
OF THE CLASS.
TECHNIQUE
MAKE UP A STORY
GET IN COUPLES AND MAKE UP A STORY.
SELECT NAMES, JOBS, AND BE CREATIVE.
TECHNIQUE
IMPERSONATING
PRETEND YOU ARE A FAKE CHARACTER. THEN COME TO
THE FRONT AND YOUR CLASSMATES WILL ASK QUESTIONS.
CLASS TECHNIQUES.
week 1 Sky race.
week 2 Gulliver's travels
week 3 Sara says no!
Week 4 The umbrella
READER
BASIC 2
READER
BASIC 3
READER
BASIC 4
Assign on
b1w4d5
to be evaluated
on every day 4/5
of the week
Assign on
b2w4d5
to be evaluated
on every day 4/5
of the week
Assign on
b3w4d5
to be evaluated
on every day 4/5
of the week
READING
INSTRUCTIONS:
Your coach will give you a copy of this book. You can also get an original copy at reception. Read it, get vocabulary and have fun. You will have a
test
at the end of
week 4
.
Basic 4
BASIC1 STRUCTURE
NEW ORDER!
Week 1
- Basic Stuff (Alphabet, numbers & verb to be)
Week 2
- FUTURE GOING TO

Week 3
- FUTURE WILL

Week 4
- Predictions will/going to and first conditional.


Basic 2 Present tenses & plural rules.
Describe places
Basic 2 Present tenses & plural rules.
Describe people
Basic 2 Present tenses & plural rules.
Describe objects.
Deep level and monthly evaluation.
Basic 3 extras!
ED verbs practice
FLOW!
Basic 4 flows!
Basic 4 must!
Sentences
Seconds
mistakes
How did you meet your best friend?
PHRASES
- I
was
at
- My impression
about him/her
was
..
- She/he was
friendly
or
not
friendly
- I didn't like him/her
at the beginning
How did you
start the
conversation?
Where were
you?
What was the
first impression?
What did you do
together?
What do you like about him/her?
Story
Flow
30 min
FLUENCY
AUTOMATIC
Review the stars, goals & melody.
FLUENCY
AUTOMATIC
Sentences
Seconds
mistakes
How was your first day of class?
WAS EXPRESSIONS
- It was phenomenal
- It was boring
- I was nervous
- It was anxious
- There was a
- There were many
- There were a lot of
- I met many people
4--What did
you do?
1--Where was it?
3--Who did you
meet?
5--What did you
learn?
2--How was it
How did you feel?
Story
Flow
40 min
BASIC 2 SIMPLE PRESENT AND PLURAL RULES.
GENERAL GOAL
: At the end of the month our trainee will be able to describe events and specific situations about everyday life by making use of simple present and present continues.
EVALUATION
: Deep level interview &
Next level evaluation
SPECIFIC GOALS
: At the end of the month trainees will be able to talk about: House, chores and routines. Activities at work,class, university. Indoor and Outdoor actions, hobbies and leisure and spare time activities.
Differentiate between simple present and present continues for actions in affirmative, negative and question form.
Describe people based on physical appearance and personality, Describe places by making use of there is and there are , quantifiers, singular and plural nouns, countable and uncountable nouns. Describe objects.
READING GOAL
: The wonderful wizard of oz.
BASIC 3 SIMPLE PAST AND COMPOUND SENTENCES.
GENERAL GOAL
: At the end of the month our trainee will be able to describe events by making use of simple past and past progressive.
EVALUATION
: Deep level interview &
Monthly evaluation
SPECIFIC GOALS
: At the end of the month trainees will be able to talk about: Events in past by making use of simple past and past progressive. Retell stories like: Memories, happy and funny moments, movies and books, first day of class, meeting people. Recognize regular and irregular verbs, explain spelling rules in past, differentiate ED and ING adjectives, Use can and couldn't for past events, apply when and while at the moment to tel stories, was going to , simple past verb to be for places, ages and descriptions.
READING GOAL
: The Stranger.
BASIC 4 MIXED TENSES, DATES, NUMBERS AND SPELLING
GENERAL GOAL
: At the end of the month our trainee will be able to describe events by making use of any tense in present, past and future .
EVALUATION
: Deep level interview &
Next level evaluation
SPECIFIC GOALS
: At the end of the month trainees will be able to talk properly about: Important events in past, recognize verbs that are followed by gerunds and infinitives, ask questions with frequency adverbs, apply modal verbs like should, can or could, recognize verbs in past participle, share experiences by using have you ever, express ideas by using second conditional,
READING GOAL
: Frankenstein.
INTERMEDIATE 1 MODALS AND CONDITIONALS
GENERAL GOAL
: At the end of the month our trainees will be able to suggest ideas by making use of modals as well to talk about unreal future and imaginary situations.
EVALUATION
: Deep level interview &
Monthly level evaluation
SPECIFIC GOALS
: At the end of the month trainees will be able to talk about: Make suggestions by making use of modals like should , must, have to , had better, can , could , may, might in all their forms positive, negative and questions. Differentiate conditionals and usage, describe specific situations based on zero, first and second conditional, ask questions by making use of would in imaginary situations, convert direct questions into indirect questions.
READING GOAL
:
INTERMEDIATE 2 PRESENT PERFECT, MODALS AND PREPOSITION
REINFORCEMENT.
GENERAL GOAL
: At the end of the month our trainees will be able to describe important events by making use present perfect combined with simple past, talk about past regrets , talk about actions by using past perfect.
EVALUATION
: Deep level interview &
Monthly evaluation
SPECIFIC GOALS
: At the end of the month trainees will be able to differentiate present perfect and simple past. Identify how to use just , already , never, ever , since and for by making use of present perfect and simple past. Talk about completed actions before a specific action by making use of simple past and past perfect, Share regrets about present and past events by making use of third conditional and I wish I, Recognize how to use FOR and TO for purpose, Identify verbs followed by gerunds and infinitives, provide opinions using adjectives with prepositions, express amounts by using quantifiers.
READING GOAL
:
INTERMEDIATE 3 COMPARATIVES, SUPERLATIVES AND PAST PERFECT.
GENERAL GOAL
: At the end of the month our trainees will be able to compare nouns by making use of comparatives and superlatives and report what someone else has said in an indirect form.
EVALUATION
: Deep level interview &
Next level evaluation
SPECIFIC GOALS
: At the end of the month trainees will be able to compare similarities and differences by making use of comparatives and superlatives. Identify how to use some and any with countable and uncountable nouns, recognize indefinite pronouns, Differentiate between much and many, report imperatives and direct statements by making use of direct speech.
READING GOAL
:
INTERMEDIATE
VOCABULARY
FLOW
SYMPTOMS AND TREATMENT
15 Min
VOCABULARY
REVIEW
- ANTACID
- ALLERGY
- RASH
- ITCH
- PILLS
- CAPSULES
- FEVER
- PAINKILLERS
- HEADACHE
- STOMACHACHE
-- VOMITING
-
NAUSEA
- SYRUP
COUGH
- SORE THROAT
Your coach will explain the following vocabulary!
practice pronunciation and memorize them.
BODY CREAM
OINTMENT
TIME
practice
15 Min
QUESTION:
My sister has a big diarrhea, what
would you recommend her?
Instructions:Your coach will push you to
1)

SHOW EMPATHY
and
TELL A STORY

2)
USE
MODAL VERBS
and use 3
)

FIRST CONDITIONAL
. Take a look at flow!
SHOW EMPATHY & TELL A STORY
ADVICE FLOW
MODAL VERBS
FIRST CONDITIONAL
Omg that's bad! I remember once.....
1. You have to
2. You shouldn't
If you ____________, this will happen
If you don't ________, this won't ________
INTERMEDIATE
GRAMMAR
GAME
PRACTICE
Your coach will show you which verbs are followed by a Gerund and which ones by an infinitive. Provide more examples !
10 MIN

VERBS FOLLOWED BY ....
REVIEW
GRAMMAR
VERBS FOLLOWED BY GERUNDS OR INFINITIVES
SUGGEST
MIND
CONSIDER
RECOMMEND
AVOID
PRACTICE
ENJOY
MISS
DENY
APPRECIATE
IMAGINE

GERUNDS
INFINITIVES
WANT
NEED
HOPE
CAN'T BEAR
CHOOSE
DECIDE
DEMAND
OFFER
WAIT
REFUSE
MANAGE
Examples with gerunds :
I
don't mind

taking
you to the office.
I
don't mind

to take
you to the office.
Gerund:
work
ing

Infinitive :

to
work

NO!
Examples with infinitives:
She

wants
to work
in a call center.
She

wants
working
in a call center.
NO!
10 min
Look at the word search puzzle and try finding
16 verbs
. Once you find them, categorize
them to see If they are followed by a
gerund
or an
infinitive
(They are the examples from the previous part).
TIME
PRACTICE
GET IN COUPLES AND BE READY TO SHARE YOUR ANSWER.
verbs followed by ...

GERUNDS

INFINITIVES

10 min
Make groups and sell one of the following items, use verbs followed by gerunds and infinitives to describe your product and make a sale! Include everything you have learned up to now. (Do not forget to ask questions) An item cannot be used two times.
CLASS WILL ASK QUESTIONS ABOUT THE PRODUCT.
TECHNIQUE
SALES
MAKE GROUPS/COUPLES AND SELL A PRODUCT. THE
Suggested verbs
.
suggest
consider
recommend
avoid
want
decide
choose
etc ...

lighter

pencil
nail clipper
hen
ipod
bundle of wood
INTERMEDIATE
GRAMMAR
ROLE PLAY
PRATICE
REVIEW
GRAMMAR
SOME and ANY
WITH COUNTABLE AND UNCOUNTABLE
10 min
We use
SOME
and
ANY
with
countable
and
uncountable
nouns to measure the amount of something. We use
SOME
and
ANY
in questions,
Some
in
affirmative
sentences and
Any
in
negative
ones.
SOME AND ANY
POSITIVE STATEMENT
(Questions ?
COUNTABLE--UNCOUNTABLE
)
-Do you have
(any/some)

shoes
you can lend me?
-Are there
(any/some)
students
in the class?
-Did you find
(any/some)
oranges
for the juice?
-Do you have
(any/some)
homework
for today?
-Did your mom lend you

(any/some)
money
?
i
-I have
some

shoes
you could wear.
-There are
some

students

in class right now.
-I got
some

oranges
for
breakfast.
-The teacher assigned
some
homework

today.
-My mom gave

me
some
money
!
NEGATIVE STATEMENT
-I
don't
have
any

shoes
of your size.
-There
aren't

any

students
today.
-I
didn't
find
any

oranges
in the market.
-The teacher
didn't

assign
any

homework
.
-My mom
didn't
give me
any

money
today.
10 min
Imagine you work as sales clerk in an important store. Start asking questions about the products you want and the sales clerk you greet and answer what they have or don't.
TECHNIQUE
ROLE PLAY
MAKE COUPLES AND PRACTICE THE
FOLLOWING ROLE PLAY.
Example:
By any chance do you have some-any ...
Is there some-any ....
Are there some-any ....
Were there some-any...
Was there some-any ...
Have you gotten some-any...
10 min
TIME
PRACTICE
GET IN COUPLES AND BE READY TO SHARE YOUR ANSWER.
The following paragraph has two options you have to circle. Choose the best option that matches with the type of nouns it has.
Last weekend I had to buy
some/any
things I didn't have. I went to
some/any
places but I didn't find
some/any
decent store where I could buy a present. Anyway, I went to an expensive store and I bought the following: I got
some/any
perfume for my mom, I bought
some/any
lotion for my sister and
I saw
some/any
clothes for my girlfriend. A clerk asked me - Do you need
some/any
thing special for your girlfriend? Being honest, I didn't see
some/any
special stuff for her. There weren't
some/any
good promotions or even there wasn't
some/any
great fragrance for her. So , I just got
some/any
chocolates for her and a love card, but I didn't write
some/any
special message for her. Hope she likes it!
TIPS
-Study a prezi a day before in order to have an idea about what you will teach.
-When a prezi is not clear, read instructions! Everything is explained in the instruction.
-If a content seems to be so much, do your best to make it easy and practical. Remember you are a coach and you will find a way.
-If you see any mistake, take a picture and send it to us so it can be corrected inmediately.
-All the activities are connected to each other, so if you skip one you will get in troubles since one depends on the information the other one has.
-This new material was created with the purpose to provide an input to the students. This input is based on grammar , exercises, vocabulary practice, videos and reading. Output will be measured by using our automatic fluency .
-At the end of each class you will find the objective achieved and the next goal for tomorrow. In that way , your trainee will realize what he learned and what he will learn next day. Having done that in everyclass, they will have an idea about what to expect for each class.
Questions or Comments
kudos ------- Areas of improvement
Certification and material
All coaches will be evaluated and certified based on how all techniques are applied and by the knowledge of the new grammar content. There will be a calendar for future interviews where your manager will tell you the process. So far , just make sure you are learning and applying all the new coaching and class techniques and be sure you know and manage all the new grammar content.

Intermediate flow!
30 min
FLUENCY
AUTOMATIC
Review the stars, goals & melody.
Have you ever

1- Answer the question.
Yes I have ... No, I haven´t...
2- Provide details how you did it.

I visited this country before and it was spectacular...

I would like to visit it , I would never visit it since I consider It has...
3-Describe If you would do it again or you wouldn't do it
flow
Sentences
Questions.
-Have you ever lost something
important?
-Have you ever gotten in troubles?
-Has your mother ever told you not to do something?
mistakes
Seconds
Have you ever been to another country?
FLUENCY
AUTOMATIC
Review the stars, goals & melody.
10 min
-What should I do If I have
acne problems?
-What do I need to do
If I have chopped lips?
-What do I have to do If I cannot sleep at night?
Sentences
mistakes
Seconds
SHOW EMPATHY & TELL A STORY
ADVICE FLOW
MODAL VERBS
FIRST CONDITIONAL
I understand how difficult it is ! I remember once.....
1. You have to
2. You shouldn't
If you ____________, this will happen
If you don't ________, this won't ________
-What do you prefer having eternal beauty but being poor, or being rich but extremely ugly?
-What do you prefer
finding real love or having a million dollars to fix your problems?
-What is easier
Math or English?
30 min
FLUENCY
AUTOMATIC
Review the stars, goals & melody.
Instructions:Your coach will push you to give
1)
comparison
2)
give your opinion or experience and
3)
Conditionals.
COMPARISON
OPINION / EXPERIENCE
CONDITIONALS
FLOW
I rather being rich since money can buy every thing , so it is better ...
I know a person who is not really attractive but this person has confidence....
If you have money and confidence , then ..
Full transcript