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Training Nov 2016

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English4callcenters .com

on 2 October 2018

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Transcript of Training Nov 2016

FUTURE
STORY
Form

will: [will + verb]
Wake up
Take a shower
Eat breakfast
Get dressed
Brush...teeth
Go to ...
Eat lunch
3rd person (he / she / it)
Get in couples, and create a story using simple future with the following vocabulary. Then some students will come to the front.
YES or
Yes, ___ will
(won't)
...Take a shower?
Eat breakfast
Get dressed
Brush...teeth
...Go to ...?
Eat lunch
Will ____ Wake up?
No, ____ will not
Question:
Answer:
Yes, IT will
Wake up?
NO
3rd person (he / she / it)
Get in couples, your coach will explain how to ask Yes/No questions using simple future, Then Some students will come to the front.
What..?
Where...?
When...?
What time Will ...?
What time will _____ wake up?
Example:
WH
(MC Donald's)
(The Restaurant)
(Pizza hut)
At 9 am
At 6 o clock
At noon

In the morning
In the afternoon
At night
Tomorrow
Questions
... Will he...?
... Will she...?
3rd person (he / she / it)
Your Coach will explain how to ask WH questions, and how to answer them properly.
Basic
Activities
Get in couples and make up the character's life, using the information
below, your coach will explain how to use simple present .
country
age
status
like/dislike
work
live
study
Build-up-
Technique
country
age
statUS
like/dislike
job
live
study
Get in couples and make up the character's life, using the information
below, your coach will explain how to use simple present.
Build-up-
Technique
live
favorite food
color
physical aspect
Build-up-
Technique
Get in couples and make up the character's life, using the information
below, your coach will explain how to use simple present.
Movie
Technique
Watch the following video and pay attention to it, you will retell what happened in the video in your own words. .
be born
die
grow up
run away
meet -have fun
return - defeat
the lion king
Retelling
Technique
Get in couples and retell the video you previously watch, use the verbs showed below.
Beginning
B
E
G
I
N
N
I
N
G
cLIMAX
cLIMAX
E
N
D
I
N
G
Pronunciation
REVIEW
Your coach will explain to you how to properly pronounce the following words. Let's Practice the "R" sound with your coach
R sound at the beginning of words
Road
rain
read
R sound in the middle of words
arrive
early
hurry
rice
Rapid
very
original
R sound at the end of words
Car
year
door
poor
star
he likes to
r
ead, specially when it
r
ains.
they always a
rr
ive to e4cc ve
r
y ea
r
ly.
his ca
r
has a sta
r
on the doo
r
.
Technique










Create a character
Create the characters life using the vocabulary below
live
paint
visit
go
order
eat
drive
spare time
visit
Technique










Create a character
Create the characters life answering the WH questions below
What is her name?
how old is she?
what is her hobby?
where does she live?
What does she like to eat?
What does she study?
Where is she going to work?
does she like to eat in restaurants?
describe where she lives
Frequency
Review the following vocabulary with your coach
Always = 100%
From time to time = 30%
Hardly ever = 10%
Never 0%

Once a week
Twice a week
Thrice a week

2 times a week
3 times a week
How often do you....
Example:
Words
from time to time
She prepares dinner

I
hardly ever
visit the dentist
The Three Little Pigs
Pigs´ perspective
In-Story
Technique
build
Play/work
Warn
laugh
See
escape
Stack
Help
The Three Little Pigs
Wolf´s perspective
In-Story
Technique
Hungry
Force
blow
trick
catch
blow
get into
burn
fly
Run away
The Three Little Pigs
In-Story
Technique
My perspective

Build
scare
Stack
Blow
grab
Couldn't
Climb
Burn
Vocabulary
Review
Review the following vocabulary with your coach.
Match each word with a picture and explain.
1. Desert
2. Lake
3. Beach

4. River
5. Jungle
6. Forest
Spelling
Review
Coach will write down some words, on the whiteboard. Students practice spelling them.
Example: Spell your name in 5 seconds with no mistakes!

Make a competition, the one that makes it faster and without mistakes wins!
Reading
Banjo and Kazooie
Technique
My name is Banjo, I am a Bear and
I am living
in the
forest
with my

best friend
Kazooie. Kazooie is a red bird, she is
unique
. Everyday
we are walking

around
the forest for a few hours,
sometimes
when
we are going
to the beach we buy fast food,
we are doing

a lot of
exercise
because we don't want to get fat. I am really
intelligent
and my friend Kazooie is really
brave
.
Read the following paragraph, pay attention to new vocabulary and practice pronunciation with your coach.
Banjo and Kazooie
Present progressive
Retell the previous story using first and second person and make questions about it.

afterwards
at the end
Reading
Technique
by the way
Picture


Describe what they are doing and practice WH questions with the given tense:
Kiss
Simple Present
Technique
hug
sit
Why?
Where?
when?
Picture


Describe what they are doing and practice WH questions with the given tense:
Simple past
Technique
fight
argue
discuss
hit
why?
where?
who?
WHen?
Picture


Describe what they are doing and practice WH questions with the given tense:
Simple Future
Technique
Cry
support
clean
why?
where?
when?
LISTENING
Technique
http://www.rong-chang.com/speak/s/buycar01.htm
Listen to the following audio and answer the questions
LISTENING
Comprehension
1. What is she going to buy?
2. What brand will she buy?
3. Who will she take with her?
4. How much money does she have?

Technique
Lights, camera, action!
ACTING

A. You want to sell your car, tell your friend about it.
B. You want a car, ask your friend to give you a discount.
Review the following vocabulary with your coach
Vocabulary
REVIEW
Before and after
Describe what happened in your own words.
Study
Go on a date
Fall in love
graduated
proposal
Engage
surprise
married
honeymoon
pregnant
live
travel
Technique
Technique
where did they meet?
what did they study?
where was their first date?
how old were they?
where did they travel for the honeymoon?
where does he work?
what do you think about marriage?
how long did they date?
what is the best age to get marry?
Describe what happened in your own words.
Before and after
IMPROVE YOUR
FLUENCY
Linking words
Phrasal verbs
So
instead
Even though
look after
get along
Get over
1. I am tired
so
I am going to sleep.
2.
Instead
of going to the movies, we are
going to the new restaurant.
3. She is angry
even though
I said sorry.
1. Yesterday I had to
look after
my
little brother.
2. I
get along
with my parents, they
are cool.
3. He finally
got over
his ex girlfriend.
Solving
Technique
Mike is a really responsible employee, he started
working at Avianca 2 years ago and he always stood out in his current position. He is trying to apply for a promotion, however he will be required to travel overseas from time to time, which is an inconvenience because he has a wife, one kid and another one on his way.
Now, discuss the problem and think about what is the best decision for Mike.
Work in groups. Read the following paragraph and think about a solution for the problem given, then compare solutions and decide which is the best one.
He doesn´t want to leave his wife, since her baby is coming soon, he really needs the promotion because it implies more money, and he has some financial issues because he has a loan and mortgage.
Solving
Technique
Work in groups. Read the following paragraph and think about a solution for the problem given, then compare solutions and decide which is the best one.
Jeniffer is a great student, she is a senior in Business Administration. She needs a lot of money to pay for her graduation cost. She is thinking about getting a part time job, however she is looking for something with enough time to cover all her activities at the university. Her mom told her to get a loan to pay for everything, but she doesn't like the idea since they will have to pay a lot of interest charges and she doesn't trust banks.
Jeniffer only has 1 month to think of a solution and pay the cost of her graduation. So she needs to do something right now.
Now, discuss the problem and think about what Jeniffer is going to do?
DOUBTS
REVIEW
With the help of your coach and the rest of your classmates CLEAR OUT all the doubts that you have.

Such as:
"how do I pronounce x word..."
"how do I say mis papas estaran fuera del pais por negocios..."
"when do I use to and not for?"
"when do I use at and not on?"
Review all the topics that are giving you trouble.
S1
S2
DISCIPLINE CHECK
COMPETITION
Intermediate
Activities
Movie
Technique
Taken 2
revenge
meet
attack
kidnap
call
escape
kill
save
Retelling
Movie
Watch the following video, pay attention to new vocabulary!
Practice retelling what happened, use the following vocabulary and different tenses!
Shrek is an ogre who
lived
in a forest, he
loved
the mess and eating nasty things.
There was
a guy Lord Farquaad, he was a bad person. Lord Farquaad
wanted
to become a king, and, he
was in love
with a princess named Fiona who
had
a dirty little secret, and Shrek
had
to rescue Fiona in order to get his house back, he
went
to the castle along with the talking donkey, he
defeated
the dragon and
rescued
the princess. After rescuing the princess Shrek
ended

up
falling in love with her.
Donkey
discovered
her secret and
promised
her not to tell Shrek about it.
At the end of the movie Shrek
decided
to interrupt Farquaad and Fiona's wedding and he
told
her he
was in love
with her. Fiona
revealed
her secret to Shrek, they
Kissed
,
got
married and lived happily ever after.
Reading &
Comprehension
1) Describe Shrek.

2) What did Shrek have to do in order to get his house back?

3) Why did Shrek interrupt Farquaad and Fiona's wedding?

4) What were Lord Farquaad's plans?
Reading &
Comprehension
Answer the questions from what you read previously
?
Read the following paragraph, pay attention to new vocabulary and practice pronunciation with your coach.
Describing
Situations
Retelling
Situations
Describe what happen in your own words.
What
Happened?
Confident
In the
middle of
In love
Fiancé
Proposed
Expected
Rejected
Ashamed/
Shocked
Watch the following video, pay attention to the details and get ready to retell what happens.
LISTENING
TECHNIQUE
Click on the following link and and pay close attention to the audio.
http://www.esl-lab.com/birthday/birthdayrd1.htm
LISTENING
Answer the following questions based on what you Listened.
1.
What is the boy's name?
A. Matthew
B. Michael
C. Mitchell

2.
How old is the boy turning in the conversation?
A. seven
B. eight
C. nine

3.
What does he want to do first?
A. play outdoor games
B. open presents
C. eat cake and ice cream

4.
Who is coming to the party?
A. aunts, grandparents, and cousins
B. grandparents, cousins, and uncles
C. friends, cousins, and grandparents
Review
Make couples and create a story with the given tense
Simple Past/
Past Progressive

escaped
suddenly
appeared
run
scared
get together
Hang out
Point of
View Story
Point of
View Story
Make couples and create a story with the given tense
Simple Future
escaped
suddenly
appeared
run
scared
get together
Hang out
Make couples and create a story with the given tense
Simple Present / Present Progressive
escaped
suddenly
appeared
run
scared
get together
Hang out
Point of
View Story
Job
Interview
Why should I choose you among other
candidates?
Pair up and practice the following job interview question
READING
SKILLS
Inequality
between men and women results in
poorer
health for children and greater
poverty
for the family, according to a new study. The UN (United Nations) agency Unicef found that in places where women are
excluded
from family decisions, children are more likely to suffer from
malnutrition
. There would be 13 million fewer
malnourished
children in South Asia if women had an equal say in the family, Unicef said.

Unicef
surveyed
family decision-making in 30 countries around the world. Their main finding is that
equality
between men and women is
vital
to reduce poverty and improving health, especially that of children, in
developing
countries.

The conclusions are
contained
in the agency's latest report. This report points to a greater
lack
of opportunities for girls and women in education and work which
contributes
to
disempowerment
and poverty. Where men control the household, less money is spent on health care and food for the family, which results in poorer health for children. At the same time this causes a lower life
expectancy
, in some cases, increasing the death rate of children and even for elderly. This is a really common situation around the world, especially
within
third world countries.
Gender Inequality and poverty
READING
SKILLS
An increase in employment and income-earning opportunities for women would increase their household power, the report said. For example, the agency found that whoever has the greater share of household income and assets decides whether those resources will be used for family needs.

Wage discrimination exists when workers are equally qualified and perform the same work but one group of workers is paid more than another. Historically, wage discrimination has favored men over similarly qualified women.

Despite the increase in women in the labor force since the mid-1900s, traditional gender roles are still prevalent in American society. Women may be expected to put their educational and career goals on hold in order to raise children, while their husbands work. However, women who choose to work as well as fulfill a perceived gender role of cleaning the house and taking care of the children. Despite the fact that different households may divide chores more evenly, there is evidence that supports that women have retained the primary caregiver role within familial life despite contributions economically. This evidence suggest that women who work outside the home often put an extra 18 hours a week doing household or childcare related chores as opposed to men who average 12 minutes a day in childcare activities.
Gender Inequality and poverty
READING
SITUATION
Answer the following questions in your own words
What are the consequences of inequality between men and women?

Whose more likely to suffer from malnutrition?

What factor is vital to reduce poverty and improving health? Why?

What are the trends and consequences of men controlling the household?

Why is wage discrimination an important matter?

What is the most common role expected from women in society? What do yo think about this point of view?
NUMBER
Hear the audio and write down what it says.
IT
1. What has the phone number?

2. To which phone was the payment going to go?

3. (***) 329-4404. Which was the area code?

4. Which were the last numbers for (878) 306-****?

5. What was the complete number (***) - ***- 5230?

GETTING
STARTED
Describe yourself in 3 adjectives.
HEARING
EXPERT
Laura and Mike
Listen to the audio and answer the following questions
1. Where is Laura sending her package?
2. What did make needed to make Laura`s account? What`s her brides name and where does she live?
3. What is the difference in price for the Premium service? and what does it offer?
4. What are the dimensions and weight of the package?
5. To whom is she sending the package?
6. What is the label for?
7. What is the international signature?
8. Was Mike polite and able to solve the problem? why?

SOLVE
ANALYZE &
Read the following case, analyze it and provide the best solution for the scenario.
A) You have a very important appointment for tomorrow and you need a car. You already called the car rental agency to make a reservation but the agent did not save the information in the system therefore your reservation was not made.
Once you arrive to the car rental agency they tell you that there is no reservation and they don't have cars anymore. Tell them that you made the reservation, and ask them for a solution.
B) You work at the Car rental agency, but you don't have any car available. Apologize and explain to your customer what may happened. Also look for a solution so he/she can go to his/ her appointment.
VOCABULARY
PUSH
Answer the following questions and
then share your answers with the class
Package
Label
Mailbox
Stamp
Premium service
Pick up
Dimensions
Drop off
DOUBTS
REVIEW
Ask as many questions as you can, this section was created to clarify every doubt that you have
Coach how do you say "Yo habia visto este lugar antes.. "
Coach when can I use the modal used to?
Coach where can I practice listening?
SET THE
MOOD
Relax and practice your fluency!
Are you ready for the call?
Why are you nervous?
What`s the point of doing this?
NAIL
IT
where do you see yourself working
in the next 5 years?
what do you need to get a raise?
VOCABULARY &
PRONUNCIATION REVIEW
dress code
Qualifications
Resume
STrENGHTS
rELIABLE
skills
weakness
flaws
salary expectations
teamworker
WATCH &
Watch the video, practice your
active listening:
hear and write down at the
same time
LEARN

JOB HUNT
ROUND 1... GO!
1. Can you tell me a little bit about yourself?
2. What are your strengths and flaws?
3. Why are you the right person for the job?
4. If you had problems with a coworker how would you solve it?
5. Why do we need to hire you?
6. Why are you better than the other candidates?
7. Why do you want to work in our company?
8. How do you see yourself in 5 years?

Common Job Interview Questions:
BACK THEN, NOW
& AFTER?
How did people communicate with their families before
having internet or cellphones? do you remember ever using the postal service? do you think it was safe to send valuable objects thru mail?
with technology, companies are sending package around the world and customer service can give you details about where your package is, what are the main differences back then and now?
what do you think will be different in 10 years? do you think we can improve this even more? what would be the advantages in the future?
Discuss how was it in the past, how is it right now, and how it will be in the future.
Get into
the floor
Let's master the following vocabulary
Is there a price range you would like to stay within?
I can offer you a discount if you place the order right now with me
Delivery address
Confirmation Number
Promotion code
Billing address
CVV2
Expiration date
Advanced
Activities
Call a restaurant and request information about the food, request the food to be delivered to your house.
Let´s get in couples and practice the following phone call, you have 5 minutes and then change couples. Follow the call flow
Get into
the floor
Follow the flow
Greeting
Verification
process
Probing
Questions
Engagement
Rapport
Payment process
Recap
Provide information
Closing
Full transcript