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WEEKEND A3W2D3

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English4callcenters .com

on 20 August 2018

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Transcript of WEEKEND A3W2D3

GRAMMAR
REVIEW
Form:
{subject+have/has+past participle}
I have eaten
You have eaten
He
has
eaten
She
has
eaten
It
has
eaten
We have eaten
They have eaten
I have not eaten
You have not eaten
He
has
not eaten
She
has
not eaten
It
has
not eaten
We have not eaten
They have not eaten
Have I eaten?
Have you eaten?
Has
he eaten?
Has
she eaten?
Has
it eaten?
Have we eaten?
Have they eaten?
Positive
Negative
Questions
Contraction: I've eaten. I haven't eaten
Your coach will explain to you the grammar chart. Pay attention.
Present Perfect
GRAMMAR
REVIEW
Your coach will explain to you the grammar chart. Pay attention.
Form:
[Subject+ Have/has + been + present participle]
I have been eating
You have been eating
He has been eating
She has been eating
It has been eating
They have been eating
We have been eating
I have not been eating
You have not been eating
He has not been eating
she has not been eating
It has not been eating
They have not been eating
We have not been eating
Have I been eating?
Have you been eating?
Has he been eating?
Has she been eating?
Has it been eating?
Have they been eating?
Have we been eating?
Positive
Negative
Question
Present Perfect Progressive
ADDRESS
Hear the audio and write
down what it says.
Wh questions
What...?
Where...?
When...?
Who...?
Which...?
Why...?
Who...with...?
How...?
How long...?
How many...?
How much...?
How often...?
Review stars/goal/melody and have all students practice the repetitions
AUTOMATIC
Fluency
?
Linking words:


60 seconds non-stop
Get in couples, you have one minute to discuss a question for today using the tense learned.

1.
2.
3.
Make groups and create a plan to sell
the following product to your coach! Let`s see who can do it better!
SELL
SOMETHING
VOCABULARY
PUSH
Practice the following vocabulary and get ready to give examples.
Recovery
TIME
Discipline check
S1
S2
COMPETITION
REMEMBER! study the vocabulary for tomorrow calls!
FAST VOCABULARY
REVIEW
Recap yesterday`s vocabulary, be ready to use it for the calls!
Parcel Services
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?
ANALYZE &
RESOLVE
Make couples. Read the following case, analyze it and provide the best solution for the scenario.
Get into
the floor
I totally understand your frustration Ma'am/sir...
Bare with me for a moment while I check your account
Allow me to review your account
Let me make it up for you
Bill/statement
Balance
Adjustment
Claim
Expiration date/due date
Overdue payment
Reference number
Credit card
Confirmation number
Taxes
You received your utilities bill which is normally $20 but this month the charge is for $85, get an explanation and get a solution you can't afford to pay that bill.
Get into
the floor
Follow the flow
Greeting
Verification
process
Probing
Questions
Engagement
Rapport
Provide
information
Offer solution
Offer additional
assistance
Closing
You want to study in the university, but your parents told you that they would only help you if you study what they want you to study. You can decide to study your own major but you would have to get a job, which will limit the amount of time that you will have to study.
Try to convince your parents, and take a decision, based on their argument.
Full tank
policy
Drop-off
Weekly
Rate
Sunroof
SUV

ATV (All terrain
vehicle)
No-show fee
Leave it off
EMAIL &
1. What is his email? Does he live in: a. Virginia, B. Florida C. Ohio d. Vancouver

2. What is the street address?
And his email:
a. Jack_Nichol86@yahoo.com
b. Jack_Nicholson76@gmail.com
c. Jhon_Nicholson66@gmail.edu
d. Daddy_Nicholson76@university.com

3. What is his main account?

4. What is his mother's email? What is her address?

a. Emily_coolgranny1980@gmail.com
b. Emily_coolgrandmother10@gmail.com
c. Lizzy_coolgrandmother@thereitis.com
d. Emily_coolgrandmother80@yahoo.com


5. What is his email account? And his address is a. 7079 Astral Avenue
b. 6069 Arcade Road
c. 7070 Academic Street
d. 7079 Academy Road
Let´s get in couples and practice the following phone call, you have 5 minutes and then change couples. Follow the call flow
Your coach will explain the following vocabulary, use it and get ready to get into the floor.

Grammar
Review
Your coach will explain to you how to use active voice.
Pay attention.
active voice
Active voice describes a sentence where
the subject
performs
the action
stated by the verb.

Mary

is

preparing

dinner
right now.

my dog

bit

my brother

the police

was

investigating

the case.
In all of the examples
the subject

performs
the main action of the verb.
GRAMMAR
REVIEW
Your coach will explain to you how to use the passive voice.
Pay attention.
passive voice
The passive voice is used when we want to emphasize the action (the verb) and the object of a sentence rather than the subject. This means that the subject is either less important than the action itself or that we don’t know who or what the subject is.

Mary
is preparing

dinner
right now /
The dinner

is being prepared
by
mary

my dog

bit

my brother
/
my brother

was bitten
by
my dog

the police

was investigating

the case
. /
the case

was being investigated
by
the police
Topic
Metrics
Review the following vocabulary, this is business related vocabulary.
BECOMING
EXPERT
Overtime
Log in / log out
Average Handle Time (AHT)
Medical leave
Adherence
After call
Availability
Graveyard
Csat
Metrics
Conversation
TIME
Get in couples. With someone that you don`t practice often and answer the following questions and then share your answers with the class
Have you ever had to follow a schedule compliance? Were you able to handle it?

Do you think working under pressure helps you to achieve results?

Do you consider good or bad keeping track of a person daily productivity?
Review stars/goal/melody and give your best! You are advanced, combine tenses and use the linking words!
FLUENCY
Challenge
60 seconds non-stop
Get in couples, you have one minute to discuss a question for today. get creative, questions that are difficult for you or that you think that you need more vocabulary.

1.
2.
3.
Linking words:
If I remember correctly.
To be more precise.
As a matter of fact.
I am afraid that.
Now seriously.
All joking aside.
Well then.
In the end
COACH
Listen to your coach and take
notes!
EXAMPLE

CALL-SET
Coach: Choose the students randomly.
They will come to the front one by one.

Students: Be ready to take notes, respect
your classmate and you`ll give feedback
to your partner after the call!
1
Recovery
TIME
CALL-SET
Coach: Choose the students randomly.
They will come to the front one by one.

Students: Be ready to take notes, respect
your classmate and you`ll give feedback
to your partner after the call!
2
Couples
Debate
Choose a couple and get ready to prepare your exposition for
your next class.
Instructions:
- Your coach will set the couples to prepare the debates.
- Choose a topic to have a debate, the topic needs to be approved by your coach.
- Prepare your debate by researching statistics, and prepare a good argument to
defend your point of view.
-You can bring visual support to show your research.
Suggested Topics:
-Drinking Age
-Animal Testing
-Gay Marriage
-Legalize Weed
-Video Games
-Cars Vs motorcycles
-Single Sex Schools
-Social networks
-Prostitution
-Men Vs Women
EXPOSITION
You must watch this video
Full transcript