Está en la página 1de 108

UNIVERSIDAD ESTATAL A DISTANCIA

COLEGIO NACIONAL DE EDUCACIÓN A DISTANCIA

COORDINACIÓN ACADÉMICA

ANTOLOGÍA
CONED

MATERIA: INGLES CONVERSACIONAL 2


CÓDIGO: 80042

2010.
El CONED agradece a Mairene Durán Garbanzo por la elección y presentación de los temas de
la presente antología, así como el aporte a la educación secundaria a distancia. Las denominaciones
empleadas en esta publicación y la forma en que aparecen presentados los datos, no implican de
parte del CONED o la UNED juicio alguno sobre la condición jurídica de personas, países, territorios,
ciudades o de autoridades.

MATERIAL SIN FINES COMERCIALES PARA USO EXCLUSIVO DE


ESTUDIANTES DEL COLEGIO NACIONAL DE EDUCACIÓN A DISTANCIA

CONED

Dirección General: Clara Vila Santo Domingo

Coordinación Académica: Jessica Ramírez Achoy

Coordinación Administrativa: Jéssica Vega

Coordinador de área: Olman Alfonso Cantillo Badilla

Teléfonos 22-58-22-09 / 22-55-30-42 / 22-21-29-95

Página Web: http//www.coned.ac.cr

© 2010, CONED.

2
PRESENTACIÓN

Descripción General

Esta antología de Inglés Conversacional nivel 2 tiene como objetivo general


desarrollar habilidades lingüísticas, cognitivas y de comunicación efectivas para que
los estudiantes del modelo a distancia logren hablar en Inglés en diferentes
situaciones de la vida real en donde ellos se desempeñen. Para lograr este objetivo
es necesario que el aprendizaje se desarrolle en un ambiente natural, positivo de
bajo estrés y mucho entretenimiento y sobre todo alta calidad en la participación en
clase. Además el estudiante debe ser constante y responder positivamente al
proceso de enseñanza y aprendizaje. Estar comprometido a trabajar en las diferentes
actividades del contenido y desarrollar los temas de cada sección. Las cuales
cumplen con los objetivos y el contenido propuesto por del Ministerio de Educación
Pública (MEP) con el único fin de que el aprendiz llene las expectativas y las
necesidades educativas que el país requiere de los futuros profesionales bilingües.

Aprendizaje con el Contenido de la Antología


La antología está dividida en 7 temas diferentes que a su vez se relacionan para
reforzar el proceso de aprendizaje comunicativo. Las actividades de cada unidad
están diseñadas para que el estudiante practique e interactué con sus compañeros
y su profesor. Estas actividades son orales, la escritura y la lectura también se
desarrollan pero en menor nivel. Los temas se deben de realizar en clase; tipo taller
participativo para que el profesor guié y monitoree el conocimiento interactivo y
comunicativo.

Descripción Específica del Contenido


La antología de inglés conversacional nivel 2; tiene un enfoque comunicativo. El
aprendiz desarrolla mucha práctica oral para adquirir el vocabulario, las expresiones,
la gramática y el contenido de los diferentes trabajos prácticos que ofrecen las
secciones por medio de los temas y las situaciones reales en cada caso.

3
TABLE OF CONTENTS.

FIRST UNIT________________________________________________5
Day to Day Work __________________________________________5
SECOND UNIT ____________________________________________23
Customer Service _________________________________________23
THIRD UNIT ______________________________________________37
Astounding Future Career __________________________________37
FOURTH UNIT ____________________________________________54
Safe Work_______________________________________________54
FIFTH UNIT_______________________________________________68
Introductions in the Business Activities ________________________68
SIXTH UNIT ______________________________________________79
Making Telephone Arrangements ____________________________79
SEVENTH UNIT ___________________________________________93
Entertainment! ___________________________________________93
BIBLIOGRAPHY __________________________________________106
Electronic Sources ________________________________________106

4
FIRST UNIT

http://designerman-whatisawtoday.blogspot.com/

Day to Day Work


THIS UNIT INTRODUCES YOU TO EXCHANGE INFORMATION ABOUT: DAY TO
DAY WORK.

FUNCTIONS:

• Asking questions regarding working routines.


• Talking about your daily working schedule.
• Describing likes and dislikes.
• Examining job skills and qualifications.

• Making wise choices.

• Identifying oneself to others in the company.

TOPIC: Day to Day Work


LEARNING STRATEGIES

1. Talk about which hours you prefer to work based on the business hours around
the world.
2. Role plays people saying what they like about their jobs.
3. Classify a list of items connected with work which are important and not important
to you.
4. Read online advertisements.
5. Planning for a safe environment.
6. Write a short letter describing the working conditions in a company you work.
7. Convey ideas in writing.

5
Section A: Daily Routines at Work.

Activity A.1. Asking Questions Regarding Daily Routines.

Instructions: Work in pairs reading the next paragraph.

Daily Routine
I always get up at seven o'clock. Then I eat breakfast. I usually eat bread and drink a
glass of milk. Then I feed the cat. I go to my job at 9:am. I always eat lunch at eleven
forty five. At lunch time I usually drink coke and eat a bowl of rice. I usually have
dinner at six o'clock in the evening. Later, I do many things in my office during the day.
There I have to do a lot of paperwork. When I come back home and go to bed
immediately. I often go to bed at nine o'clock.

Now divide into student A and student B, then interact by asking and
responding these questions. Student B asks the questions below to
student A using the information from the reading to answer.
Questions

1. What time does he always get up? ____________________________________


2. What does he do after that? _________________________________________
3. What does he usually eat for breakfast? ________________________________
4. What time does he always eat lunch? __________________________________
5. What does he usually eat and drink for lunch?____________________________
6. What kind of job does he have? _______________________________________
7. When does he usually have dinner?
___________________________________________________________________

8. What does he do after dinner? ________________________________________

9. What time does he usually go to bed?


___________________________________________________________________
9ay in the life of

6
Activity A.2. Read “A Day in the Life of Goa”
Goa gets up in the morning.
She brushes her teeth and eats breakfast.
She drives her to her job
She has to attend meetings every day and does a lot of paperwork, she works with
computers.
She has lunch at 12:30 PM. In a Chinese restaurant
Her boss is very exigent she almost does not have time to relax but she likes her job.
She has dinner at 6:00 PM.
Goa watches TV for one hour.
She does her house chores after watching TV. and resting a little bit.
She goes to bed at 9:30 PM.
She reads a story book in bed.
Goa turns off the lamp when she feels asleep.
She has an alarm clock next to her bed. She never arrives late to work because she is
very much punctual.
At the end of the week, she takes English lessons on Fridays in the morning
she has music and computer lessons in her free time on Saturdays and Sundays.
www.esl-galaxy.com

Now write your own daily working schedule.

7
Section B: Describing Likes and Dislikes after Work
Activity B.1. Reading for Oral Discussion
Instructions: Read the article below:

I leave for work about 6:30 a.m., and I walk to a bus stop not too far from my house. I
catch a bus that comes by around 6:45. The bus isn't very crowded when I get on, but
it fills up by the end of the line. Then, I get off the bus and catch a train going into
town. The train ride lasts about 30 minutes, and it's usually standing-room only.
People are packed in the train like sardines. There's a train stop about two blocks from
my office. The entire trip takes about an hour. I buy a monthly bus pass, and I save a
lot of money by using public transportation instead of driving my own car.

Now Discuss these questions in groups

1. How do you travel to work and/or school?

2. How long does it take you to get there?

3. Are the trains and buses packed during certain times of day?

4. What do you like and what you do not like about public transportation after a
working day?

Online Investigation Project

Suppose someone is visiting the capital city in your country on business or as part of a
study abroad program, and he or she needs to get from the airport to the downtown
area. What public transportation is available? Research online for specific schedules
and costs that this person would need to know to make the trip.

Note: Present your online investigation results in class.

8
Activity B.2 Daily Life

Instructions: read this conversation in pairs

(At a friend's house)

Carol: This is a lovely house!


Martha: Thank you. Carol, we call it home.

Carol: It's very close to work, isn't it?


Martha: Yes, it is. I always walk to work - even when it rains!

Carol: I usually take the bus. It takes so long!


Martha: How long does it take?

Carol: Oh, it takes about 20 minutes.


Martha: That is a long time. Well, have some cake.

Carol: (taking a bite of some cake) this is delicious! Do you bake all of your own
cakes?
Martha: Yes, I usually bake something at the weekend. I like having sweets in the
house.

Carol: You're a wonderful cook!


Martha: Thank you, it's nothing really.

Carol: I never cook. I'm just hopeless. My husband, David, usually does all the
cooking.
Martha: Do you often go out to eat?

Carol: Yes, when he doesn't have time to cook, we go out to eat somewhere.
Martha: There are some wonderful restaurants in the city.

Carol: Too many! You can eat at a different restaurant every day. Monday - Chinese,
Tuesday - Italian, Wednesday - Mexican, on and on...

http://esl.about.com/od/beginningreadingskills/a/d_cooking.htm

9
Section C:

Examining Job Skills and Qualifications


Activity C.1. Expressing what is Important and is not important to you in a
Job by using idiomatic expressions.

Instructions: Perform the following role play

I couldn't help it!!!

Daryl I am upset. Somebody told my boss I have a part-time job.


Smith And he doesn't like that?
Daryl No, he doesn't. He thinks that I am too tired to work.
Smith I am sorry. I have to admit I told him.
Daryl You told him? Why?
Smith I couldn't help it. He asked me point-blank.

Explanation :

If you can't help the way you feel or behave, you cannot control it or stop it from
happening. You can also say that you can't help yourself.

If you say something point-blank, you say it very directly or rudely, without explaining
or apologizing

http://www.englishdaily626.com/conversation.php

Now complete the sentences below with the best answer:


1. She _______________ everyday by bus and has a lot of time to do her work on a
laptop.

A. commutes to work B. draws up plans C. changes jobs

10
2. One of my friends got ____________ last week because he was late for work
everyday.

A. fired B. a promotion C. a raise

3. My boss decided to ______________ for personal reasons, but he should be here


tomorrow. He said something about seeing a doctor, but I don't know all of the details.

A. change jobs B. take the day off C. go on a business trip

Now in groups: Discuss a typical day at work.

1. What are your responsibilities and duties?


2. Are you satisfied with your working conditions and what do employees have to
do to get a raise or a promotion?

Can workers take days off and are they given paid vacation?

Activity C.2. Writing Practice


Read the following information about breaks at work

Diego is a cleaner.
Diego gets a 30 minute break.
His break is unpaid.
Sanjeev is a cashier.
He Works from 5 to10p.m.

Amalia is a security guard.


She works from 10 a.m. to 6 p.m.
She gets a 15 minute break at 12:30 p.m.
She gets a 15 minute break at 3:15 p.m.
Her breaks are unpaid.
She gets pay for 7 ½ hours of work.

Sanjeev is a cashier.
He works from 5 to 10 p.m.
He doesn’t get a break.
He gets pay for 5 hours of work.

11
Now write about yourself

7. I am a ________________________________.
8. I work from ____________ to _____________.
9. I get a ______ minute break at _____________.
10. My break is ______________. (Paid / unpaid)
11. I get pay for _______ hours of work.
Write about a worker you know.
12._______________ is a ________________.
13(He / She) ______ works from _________ to _________.
14. (He / She) ______ gets a _____ minute break at _____ a.m. /p.m.
15. (His / Her) ______ break is ___________.
15. (He / She) ______ gets pay for _____ hours of work.

Activity C.3. Examining Job Skills and Qualifications


Making wise choices
Instructions: Read online advertisements.

1. Job Position Available at LL Bean, Inc - Costa Rica Office


ANALYST I - PART TIME POSITION = 30 HRS WEEKLY

I. General Responsibility:
Compile and maintain data relative to business processes. Generate, support and
document production reports as requested. Part time position.

II. Requirements:
• Availability to work 30-35 hours per week. Part time position
• Currently College Student (careers such as Industrial or Systems Engineering,
Business Administration, Statistics or related field)
• TOEIC 850 minimum. Good communication skills
• MS Excel knowledge - applies formulas, pivot tables
• MS Access and BI Query knowledge is a plus
• Analytical skills, attention to detail, initiative, customer oriented, good communication
skills
• Good interpersonal skills, teamwork oriented

12
• Ability to document and very organized

III. Specific Functions:


1) Maintain daily, weekly, monthly reports showing performance of Supply Chain
processes
2) Determine data required for information needs that arise of the diverse processes of
the business
3) Support report owner in documentation of data sources, databases and procedures
to allow usefulness, accuracy and repetitiveness of reports
4) Respond to special data requests from various sources
5) Assist users of reports with the interpretation of data as necessary
6) Participate in team projects giving support in data recollection

IV. We offer you:


• Full benefit package
• Flexible schedule
• Career development opportunities
• Tuittion reimbursment for some career

If you are interest please send updated Resume to jobscr@llbean.com

2.
HTML CODER
ACCOUNT MANAGER
NOC (NETWORK OPERATIONS CENTER) SUPPORT ENGINEER

HTM Coder

Job Summary/Purpose

Cheetah Mail an Experian Company, the industry leader in permission-based email


marketing technology and services, is searching for a very good HTML coder with
interactive/digital design experience to join its creative group. The HTML coder will

13
receive written and/or verbal instructions from a team member in the U.S. who will
work directly with the client (you will do work for very large, well-known US and
international companies). You will typically receive a Photoshop document (.psd) that
needs to be “sliced” and coded in HTML. Oftentimes the client will have changes they
want made after the coding has been completed and you may need to “swap” out
images or text as appropriate. You may also need to re-code the entire psd. The end
product will be sent as an email marketing message to consumers. Small design
projects may also be completed. The work is fast-paced and coding needs to be done
quickly, efficiently, without error and instructions must be followed perfectly.

Job Requirements
Excellent English language skills – must be able to understand written and spoken
instructions in English and be able to write clear emails in English
Excellent HTML coding skills – proficient in HTML problem solving
2 - 3 years in interactive/digital design (ideally with an interactive/digital advertising
agency or equivalent)
Ability to work quickly and efficiently
Good attention to detail
Expert in Photoshop
Working knowledge of Illustrator and Flash
Note: Candidates who only use HTML editors should not apply for this position. We
are looking for hand-coders.
Design portfolios are welcome, but not required.
An HTML skills test will be given to all qualified candidates. As well, a test to ascertain
whether you can interpret written instructions (in English) will also be given.

3. Account Manager

Job Summary/Purpose

As an Account Manager you will work directly with co-workers and clients in the U.S.
(New York, Los Angeles and San Francisco) and also with clients. You will be
responsible for setting up and deploying your clients’ HTML email campaigns through
our proprietary web-based platform. You will ensure client emails are being sent to the
correct people by segmenting customer lists and will be responsible for campaigns
being sent out flawlessly since email campaigns in many cases go out to millions of
subscribers. Email marketing is very fast-paced and you will be expected to work
quickly and efficiently, and you will also see the value of your work in the results that

14
your client’s emails generate.

Job Requirements

Our Account Manager’s are responsible for:

• Setting up, testing, and deploying our clients' HTML email marketing campaigns
using our proprietary, web-based application
• Interacting and supporting tea
m members in the U.S. on a daily basis
• Performing quality assurance and cross-checking the work of peers to ensure 100%
accuracy
• Creating audience segments for targeted e-mail campaigns
• Creating and maintaining reports in Microsoft Excel

What do we look for in an Account Manager?


• Exceptional knowledge of the Internet and general computer skills, knowledge of
Microsoft Word, Excel and PowerPoint
• Excellent oral and written English and communication skills
• Exceptional work ethic, ability to perform under pressure and meet deadlines, and
demonstrate enthusiasm towards colleagues and clients.
• Proficiency with HTML a plus (must be interested in learning)
• Exposure to databases and query tools like Microsoft Access a plus.
• Proficiency in JavaScript and SQL a plus.
• Excellent organizational and prioritization skills.
• Keen attention to detail.
• Bachelor s Degree preferred.

4. NOC (Network Operations Center) Support Engineer

Job Summary
The Network Operation Center (NOC) Support Engineer will be responsible for
providing enterprise-wide monitoring services and queue management. The NOC
support engineer will also provide resolution of system/application failures and
coordination of internal resources for applying fixes to recurring incidents and issues,

15
and to initiate processes for ongoing application performance monitoring and
management. This position will be the first part of this growing team to support
24x7x365 mailing services. This team will be a shift based team with possible on-duty
pager rotation.
The NOC team will provide customer focused service providing the first line of support
for internal customers. This team will manage requests and facilitate resolution to
service requests and incidents across the operational teams. The NOC team is
responsible for managing ticket queues of incoming service and ensuring tickets are
handled within established SLAs.

The NOC team is responsible for monitoring and maintaining the production
environment that drives our business. This team must actively monitor and test
systems to ensure availability and delivery of mailing services. Issues identified will be
resolved by the NOC team or escalated when appropriate.

Responsibilities
• Proactively monitor 24 x 7 x 365 email services.
• Acts as first tier in alert response and incident resolution.
• Acts as first tier in identifying production related incidents and issues. This includes
detection of system, application, or performance degradation or unavailability.
• Tracks the resolution of any system or application problems.
• Escalates outage and other production interruptions to appropriate
individuals/groups.
• Employs production monitoring tools to ensure that all systems & applications are
running and have as close to 100% availability as possible.
• Provide basic troubleshooting to identify the infrastructure element related to an
incident or service request.
• Ensures effective communication to internal customers.
• Manages incidents and service requests to resolution.
• Monitor and manage ticket queues across operational teams to ensure that SLA’s
are met.

Required Skills
• 2-3 years of college education in a technical career and 2-3 years operations support
experience in a high-availability environment, OR BA/BS in technical discipline and 1+
years of experience
• Experience working in a cross-functional team environment that includes Technical
Support, Developers, SAs, DBAs, etc.
• Ability to perform well in fast-paced, high-pressure environment.
• Outstanding communication skills, both verbal and written and strong customer

16
focus.
• Experience with NOC tools including ticket systems and monitoring systems.
• Strong understanding of SLA’s.
• Experience with ITIL/ITIL Foundation certificate preferred.
• Knowledge of Linux/Unix production environments, networking and security
concepts.
• Knowledge of at least one high level language (C/C++, Java, Perl, Ruby, Python)
and database concepts (SQL, HTML, XML) and general web technologies preferred.

If you are interested, please send your resume to maria.lang@experian.com. You can
also apply on: http://www.experian.com/corporate/careers.html. On Keywords please
write the number of the requisition: IRC12715. Fill the requested information and
attached your resume (English version please).

Now select one of the four jobs above, work in groups and discuss the
following questions:

1. What job is better suitable for you? Why? Explain the benefits and the
working conditions.

2. Do you have the required skills for that job? Explain

3. Which job you did not like? Why?

4. Which Job would never apply for? Why?

Now compare the working conditions of your job with one of those jobs
above, which conditions are better, why?

Start by discussing these questions:

1. Describe a typical day at your current job?


2. Do you ever work overtime?
o If so, do you get paid more for overtime work?
3. Do you have a part-time job? If so, what do you do?
4. Do you have to attend a lot of meetings for your job?
5. Do you have to do a lot of paperwork?
6. Do you think that the place where you work is well run?

17
7. Do you work on weekends?
8. Do you work on Sundays?
9. Have you ever been promoted?
10. Have you ever taken any courses that specifically help you with the job you are
doing now?
11. How have working conditions changed in recent years?
12. Do you think that working conditions have improved? If so, in what ways?
13. How long do you plan to continue working where you are?
14. How long have you been working at your present job?
15. How many days a week do you work?
16. How many days a week do you work?
17. How many hours a week do you work?
18. How many times have you been promoted?
o When was the last time you were promoted?
o Did you get a large pay raise at that time?
19. How much do you think a doctor should be paid a month?
20. How much money do you make? (Maybe this is not a good question to ask)

http://iteslj.org/questio ns

Section D: Role Play Identifying Oneself to Others in the Company

Activity D.1. Talking About Your Job

Instructions: Perform this role play

Jack: Hi Peter. Can you tell me a little bit about your current job?

Peter: Certainly, what would you like to know?


Jack: First of all, what do you work as?

Peter: I work as a computer technician at Schuler’s and Co.


Jack: What do your responsibilities include?

18
Peter: I'm responsible for systems administration and in-house programming.
Jack: What sort of problems do you deal with on a day-to-do basis?

Peter: Oh, there are always lots of small system glitches. I also provide information on
a need-to-know basis for employees.
Jack: What else does your job involve?

Peter: Well, as I said, for part of my job I have to develop in-house programs for
special company tasks.
Jack: Do you have to produce any reports?

Peter: No, I just have to make sure that everything is in good working order.
Jack: Do you ever attend meetings?

Peter: Yes, I attend organizational meetings at the end of the month.


Jack: Thanks for all the information, Peter. It sounds like you have an interesting job.

Peter: Yes, it's very interesting, but stressful, too!

Useful Vocabulary

Computer technician
day-to-day basis
glitch
good working order
in-house
need-to-know basis
organizational meeting
stressful
to be responsible for
to develop
to involve
to pay bills
to produce reports
to work as

http://esl.about.com/od/businessenglishdialogues/a/d_talkjob.htm

Activity D.2. Hooking Up My Computer

Instructions: Perform this role play

Peter: Hi Jack. Can you give me a hand?


Jack: Sure. What’s up?

19
Peter: I've just bought a new computer and I'm having some problems hooking
everything up.
Jack: and I'm a geek. Yeah, I know. I'd be happy to help.

Peter: Thanks! I've connected all the cables from my monitor, mouse and keyboard,
and I've plugged it in.
Jack: Have you installed the software yet?

Peter: No, I haven't. Do I need to?


Jack: Not always, but it's best to install drivers for your keyboard and mouse, as well
as your printer.

Peter: Will the computer boot up without those?


Jack: Of course. Boot up the computer and then we can update the drives.

Peter: OK. What's that thing (points to a computer component)


Jack: Oh, that's a memory reader. You can insert things like SD cards from your
camera and mp3 players into it.

Peter: That's handy.


Jack: You've bought a nice system. How big is the hard drive?

Peter: I think it's 750 gigabyte.


Jack: Good... The computer's booted up. Let's install those drivers.

Peter: Before we do that, can I get online?


Jack: Do you have a modem?

Peter: Yes, I do. I think I have a cable modem.


Jack: hmmm... yes you do. Is the Ethernet cable plugged in?

Peter: What's that?


Jack: It's the cable that connects your modem to your computer.

Peter: Let's surf the internet!


Jack: Just a moment... first we need to launch the browser.

Peter: The browser?


Jack: It's the program that allows you to surf the internet.

Peter: oh ... I've got a lot to learn.


Jack: Yes, you do. I can see I'm going to be here all day...
http://esl.about.com/od/intermediatereading/a/d_hookup.htm

20
__________

Section F Role Play. Planning for a Safe Environment

Activity F.1

Activity F.2 .Describing the working conditions in the company through


advertisements on line.
Organization:
Whole class and small groups of 3-7 students.

Procedure:
One group makes decisions simulating that they are the managers of at
heir own company.
They simulate that they have job positions in their company
They reach a consensus about the type of employees that they need to
hire according to the company’s profile.
They write the job conditions and announce it to the rest of the class.
They draw up a set of guidelines, or contract for the future employees.

Follow-up:
The other students work in small groups and discuss the five main
working conditions and requisites of the jobs to make their decisions
about forming which job to apply for.

Each manager interviews the employees and develops and inform on the
qualities of the best employees for the post and finally the group makes
a decision about the new employees of their company.

21
Now study the following chart carefully. Notice how reported speech is
one step back into the past from direct speech.

Quoted Speech Reported Speech


He said, "I live in Paris." He told me he lived in Paris.
He said, "I am cooking dinner." He said he was cooking dinner.
He said, "I have visited London twice." He said he had visited London twice.
He told me he had gone to New York the
He said, "I went to New York last week."
week before.
He said, "I had already eaten." He said he had already eaten.
He said, "I am going to find a new job." He said he was going to find a new job.
He said, "I will give Jack a call." He said he would give Jack a call.
He said, "I have been working on that He told me he had been working on that
project for over two weeks." project for over two weeks.
He said, "I can come tonight." He said he could come that night.
* He said, "I may buy a new car." He said he might buy a new car.
* He said, "I might go to Denver." He told me he might go to Denver.
* He said, "I must give Ken a call." He said he had to give Ken a call.
* He said, "I have to give Ken a call." He said he had to give Ken a call.
* He said, "I should see a doctor" He told me he should see a doctor.

Work in two groups: find a new partner and report the information
from the interviews of the jobs. Put the information in the reported
speech into conversational form using direct speech.

For example:

Manager’s consensus: the first employee said he could travel abroad:


Employee’s discussion: the manager of the company told me that I might
earn $900 per week.

22
http://esl.about.com/library/lessons/nblrepspeech.htm

SECOND UNIT

http://bogglesworldesl.com/business_telephone_roleplay.htm

Customer Service

THIS UNIT INTRODUCES YOU TO INTERPRET AND COMMUNICATE


INFORMATION ABOUT: CUSTOMER SERVICE.
FUNCTIONS:

• Identifying elements of effective telephone communication.


• Managing to ensure courtesy in business telephone contacts.
• Smiling before you pick up the phone.
• Leaving a good last impression.
• Letting customers know you want to help.
• Asking the customer to repeat if the message is not clear.

TOPIC: Customer Service

LEARNING STRATEGIES

1. Listen to oral techniques about courtesy.


2. Comprehend how to determine the customer needs.
3. Role plays how to treat every caller as a welcome guest activity.
4. Development of skills to become a good clerk in customer service by
attending the telephone.
5. Completion of charts by listening to people speaking about the service
attitude to provide high quality customer service.

23
Section A: Customer Service Representatives Need to Handle
Consumers’ Complaints

Activity A.1. Need to Handle Consumers’ Problems

Instructions: Read the following short dialogue and identify some helpful
phrases to deal with clients:

Customer: Good morning. I purchased a computer from your company last month.
Unfortunately, I'm not satisfied with my new computer. I'm having a lot of problems.

Customer Care Representative: What seems to be the problem?

Customer: I'm having problems with my Internet connection, as well as repeated


crashes when I try to run my word-processing software.

Customer Care Representative: Did you read the instructions that came with
the computer?

Customer: Well, yes. But the troubleshooting section was no help.


Customer Care Representative: What happened exactly?

Customer: Well, the Internet connection doesn't work. I think the modem is broken.
I'd like a replacement.
Customer Care Representative: How were you using the computer when you
tried to connect to the Internet?

Customer: I was trying to connect to the Internet! What kind of question is that?!

Customer Care Representative: I understand you're upset, sir. I'm just trying to
understand the problem. I'm afraid it's not our policy to replace computers because of
glitches.

Customer: I bought this computer with the software pre-loaded. I haven't touched
anything.
Customer Care Representative: We’re sorry that you’ve had a problem with
this computer. Could you bring in your computer? I promise you we'll check the
settings and get back to you immediately.

24
Customer: OK, that will work for me.
Customer Care Representative: Is there anything else I need to know about
this that I haven’t thought to ask?

Customer: No, I'd just like to be able to use my computer to connect to the Internet.
Customer Care Representative: We'll do our best to get your computer
working as soon as possible.

Key Vocabulary

customer service representatives (reps)


gather information
resolve the problem
deal with complaints
not our policy
troubleshoot
glitch
www.bogglesworldesl.com/businessESL.htm

Key Phrases

What seems to be the problem? What happened exactly?


I'm afraid it's not our policy to ...
I promise you I'll ...
Did you read the instructions that came with the ...?
How were you using the...?
I understand you're upset, sir.
I'm just trying to understand the problem.
We’re sorry that you’ve had a problem with this product.
Is there anything else I need to know about this that I haven’t thought to ask?
http://esl.about.com/od/businessspeakingskills/a/customer_ser.htm

Activity A.2. Writing Information from a Client

Instructions: Work in groups and perform the following conversation

Divide into student A= Customer Service Representative and student B= Mr.


Peters.

Student A= you are the Customer Service Representative. You are listening to
your client: Mr Peters. Take notes to fill the next spaces by asking questions to the
customer:

25
Client’s address …………………………………………………
Telephone number/s…………………………………………….
Name of the client…………………………………………………
The problem that the client has with the
service…………………………………………………………….
Date of the call……………………………………………………

Sample Conversation:
Customer Service Representative: Hello, Big City Electricity, how may I help you
today?
Mr. Peters: I'm calling concerning my electricity bill.

Customer Service Representative: May I have your account number?


Mr. Peters: Certainly, it's 4392107.

Customer Service Representative: Thank you, is this Mr. Peters?


Mr. Peters: Yes, this is Mr. Peters.

Customer Service Representative: Thank you; what can I help you with?
Mr. Peters: I think I've been overcharged for the past month.

Customer Service Representative: I'm sorry to hear that. Why do you think we
charged you too much?
Mr. Peters: The bill is 300% higher than last month.

Customer Service Representative: I'm sorry to hear that. Let me ask you a few
questions and then I'll see what I can do.
Mr. Peters: OK, Thank you for your help.

Customer Service Representative: Of course, thank you for calling this to our
attention. Now, how much do you usually pay for your electricity?
Mr. Peters: I usually pay about $50 a month.

Customer Service Representative: Thank you and how much did we charge on this
bill?
Mr. Peters: $150. I can't understand why.

Customer Service Representative: Yes, Mr Smith. Was your usage different in any
way?
Mr. Peters: No, it was an average month.

Customer Service Representative: I'm sorry there certainly seems to be a mistake.


Mr. Peters: Well, I'm happy you agree with me.

26
Customer Service Representative: I'll contact a service representative to come out
and check your meter. What's your address Mr Peters?
Mr. Peters: 220 Florida, Tacoma, Washington 99995.

Customer Service Representative: ... and what's your phone number?


Mr. Peters: 408-533-0875

Customer Service Representative: I'm terribly sorry about the misunderstanding.


We'll do our best to change this as quickly as possible.
Mr. Peters: Thank you for your help in clearing this up.

Activity A.3 Customer Satisfaction Questionnaire

Instruction: work together use the same conversation above to


complete this Customer Satisfaction Questionnaire:
• Student A who was the Customer service representative asks the
questions to the student who played the role of Mr. Peters.

Student A= Customer service representative start by saying:

We would be grateful if you could spare a few minutes to complete this Customer
Satisfaction Questionnaire to help us ensure that our standard of customer care
exceeds expectations wherever possible.
Please tick the appropriate box to indicate your degree of satisfaction.

Where: 1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor

RESPONSIVENESS: How do you rate our responsiveness in dealing with you?


1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor

PROFESSIONALISM: How do you rate our professionalism in dealing with you?


1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor

TECHNICAL SUPPORT: If you received any technical support, how do you rate
the technical competence of our engineers and their response time?
1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor
PRODUCT QUALITY: How do you rate our products and services and did they
meet your needs and expectations regarding quality and performance?
1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor

27
DELIVERY: How do you rate our delivery on time performance and our commitment
to meet your delivery expectations?
1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor

COMPETITIVENESS: How do you rate the competitiveness of our products and


do they represent best value for total cost of lifetime ownership?
1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor

QUALITY: How do you rate our approach to quality management to ensure


complete customer satisfaction?
1 = Excellent, 2 = Good, 3 = Satisfactory, 4 = Poor

OVERALL: How do you rate our services?


Do you have any comments or suggestions that would help us improve our quality of
customer service?
Comments…………………………………………………………………….
Suggestions…………………………………………………………………….

What do you dislike about our service? Please give as many examples as you can.
What would we need to do to satisfy your requirements even more?
Would you be prepared to recommend our company to others?

Customer Signature: .......................................................


Date:…....................................................

http://www.captec.co.uk/data/pdfs/Customer_Satisfaction_Questionnaire.pdf

28
Now use the dialogue above and complete following conversation
samples.

Role Play: Caller 2

Caller 1: _____
Caller 2: Good afternoon, this is Robert Tips, I have a question about my electricity bill
this month.

Caller 1: _____
Caller 2: I'm afraid I don't have that with me.

Caller 1: _____
Caller 2: Great.

Caller 1: _____
Caller 2: It's 2368 NW 21st Ave. Vancouver, Washington.

Caller 1: _____
Caller 2: The last bill I received seemed too high.

Caller 1: _____
Caller 2: No, I don't think we used any more electricity that the year before.

Caller 1: _____
Caller 2: Thank you. When can I expect an answer?

Caller 1: _____
Caller 2: OK, let me get a pen.... OK, I'm ready.

Caller 1: _____
Caller 2: That's 3471.

Caller 1: _____
Caller 2: Thank you for your help.

Caller 1: Good afternoon, Northwest Electricity, how may I help you?


Caller 2: _____

Caller 1: I'd be happy to help you with that Mr. Tips. Can I have your account number?
Caller 2: _____

Caller 1: It's no problem; I'll just look your name up in our database.
Caller 2: _____

29
Caller 1: Could you give me your address as well?
Caller 2: _____

Caller 1: Yes, I have your account up on my computer. How may I help you?
Caller 2: _____

Caller 1: Yes, I see that it was considerably higher than last year. Did you use more
electricity?
Caller 2: _____

Caller 1: OK, I'll tell you what I can do. I'll mark this and have a supervisor take a look
at the account.
Caller 2: _____

Caller 1: We should have an answer for you by the end of the week. I'll give you an
inquiry number.
Caller 2: _____

Caller 1: It's 3471.


Caller 2: _____

Caller 1: Yes, that's correct.


Caller 2: _____

http://esl.about.com/od/intermediateconversation/ss/telephoning_english_6.htm

Section B: Reading and Writing to Discuss

Activity B.1. A Dialogue between a Janitor and a Supervisor

Instructions: discuss the following situation between an employee,


the clients and the boss.

ONE CUP OF COFFEE


My name is Diana. I work in Pleasanton as a janitor. One night at work, I was extra
tired. I was cleaning the kitchen, and I noticed that there was some coffee leftover.
I poured myself a cup because I didn’t think that one cup of coffee was a big deal.
Also, I needed the caffeine! I didn’t think there were any clients left in the building,

30
but one came by and complained to the supervisor. The company gave me a warning:
The next time I saw that client I apologized. I promised I would never do it again.

Now have a Discussion

1. What do clients at your worksite complain about?

2. As a class make a list of the top ten complaints. Copy them on the lines below.
_______________________ _______________________
_______________________ ____________________________
_______________________ ____________________________
_______________________ ____________________________
_______________________ _______________________
3. Do you think their complaints are always fair?

4. How should you respond to a client complaint?

5. Can you create a dialogue between a janitor and a supervisor.

Activity B.2. A Role Play between Diana and a client and then between
the Diana and her supervisor

Instructions: Read aloud the following role play and notice how the
janitor apologizes AND promises to fix the problem.

Dialogue One:
Situation: George is a client who speaks with Diana: the janitor

George: I saw you taking coffee from the kitchen last night!
Diana: I’m sorry. I didn’t know the rules.
George: That coffee is not for you.
Diana: I’m extremely sorry, it won’t happen again.
George: OK. Thank you.

Dialogue Two:

Supervisor: Diana, this morning I received a complaint from a client. He said you
drank a cup of coffee in the kitchen last night.

31
Diana: I did. I’m sorry.
Supervisor: That coffee is for the clients, not for the janitors. You are not allowed to
drink coffee while you are cleaning.
Diana: I know. I’m sorry. I promise it won’t happen again.
Supervisor: Unfortunately I have to write you up for this. It is company policy that I
give you a warning.

Directions:
• What do you think about of the official warning Diana received for drinking
the cup of coffee?
• As a class discuss the disciplinary process at your worksite.
• Have you ever received an official warning?

Phrases for Apologizing and Promising


I will take care of it.
I am very sorry. It won’t happen again.
I’m sorry I don’t know what happened. I’ll look into it.

Now use some of the Phrases above to write the apologizing and
promising that you think Diana gave to her boss.

Start by (She will) ____________ right now.

(She will not) ____________ throw out the pile of papers.


(They will not)____________ t ouch the computers.
(Diana’s boss will) ____________ .
(Her boss will not) ____________ .

Read your sentences for Diana apologizing aloud. Practice will with
nouns in speech.

32
Section C: Telephone English Role Plays

Activity C.1. Practice your telephone English

Instructions: Here are four role plays for you to use in practicing your
telephone English. Divide into groups, select one of the different role
plays and be ready to perform it in class.

Role Play # 1: Requesting Travel Information

Student A:

Choose a city in your country. You are going to travel to this city for a business
meeting over the next weekend. Telephone a travel agency and reserve the following:

• Round-trip flight
• Hotel room for two nights
• Restaurant recommendation
• Prices and departure times

Student B:

You work in a travel agency. Listen to student A and offer him/her the following
solutions:

• Round-trip flight: Air JW $450 Coach, $790 First Class


• Hotel room for two nights: Hotel City $120 a night in the downtown area, Hotel
Relax $110 a night near the airport
• Restaurant Recommendation: Chez Marceau - downtown - average price $70 a
person

Role Play # 2: Purchasing Computers for your Office

Student A:

You need to purchase six new computers for your office. Call JA's Computer World
and ask for the following information:

• Current special offers on computers


• Computer configuration (RAM, Hard Drive, CPU)
• Guaranty
• Possibility of discount for an order of six computers.

33
Student B:

You work in at JA's Computer World answer student A's questions using the following
information:

• Two special offers: Multimedia Monster - with latest Pentium CPU, 256 RAM,
40 GB Hard Drive, Monitor included - $2,500 AND Office Taskmaster - cheaper
CPU, 64 RAM, 10 GB Hard Drive, Monitor not included - $1,200
• 1 Year guaranty on all computers
• Discount of 5% for orders of more than five computers

Role Play # 3: Leaving a Message

Student A:

You want to speak to Ms Braun about your account with her company, BMW. If Ms
Braun isn't in the office, leave the following information:

• Y our name
• Telephone number: 347-8910 (or use your own)
• Calling about changing conditions of your contract with BMW
• You can be reached until 5 o'clock at the above number. If Ms Braun calls after
5 o'clock, she should call 458-2416

Student B:

You are a receptionist at BMW. Student A would like to speak to Ms Braun, but she is
out of the office. Take a message and make sure you get the following information:

• Name and telephone number - ask student A to spell the surname


• Message student A would like to leave for Ms Braun
• How late Ms Braun can call student A at the given telephone number

Role Play # 4: Selling Your Product

Student A:

You are a salesperson for Red Inc. You are telephoning a client who you think might
be interested in buying your new line of office supplies. Discuss the following
information with your client:

34
• New line of office supplies including: copy-paper, pens, stationary, mouse-pads
and white boards
• You know the customer hasn't ordered any new products during this past year
• Special discount of 15% for orders placed before next Monday.
• Any order placed before Monday will not only receive the discount, but also
have its company logo printed on the products at no extra charge.

Student B:

You work in an office and receive a telephone call from your local office supplier. As a
matter fact, you need some new office supplies so you are definitely interested in what
the salesperson has to offer. Talk about té following:

• New pens, stationary and white boards.


• Do they have any special offers.
• You would like to place an order for 200 packages of copy paper immediately.

http://esl.about.com/od/businessspeakingskills/a/t_role.htm

Section C.2 Telephone Scenarios


What do you need to know about your store before you give information to customers?
What information do you have to check on before you answer the customer’s
question?

Scenario 1:
A customer calls your store to find out whether you have any camping tents in stock.
When you tell him what types of tents are still available, he asks what hours and days
the store is open and where it is located.

Scenario 2:
You work in a flower shop. A customer calls to find out if you currently have red roses
for sale. If so, he wants to know how much they are and if your store will deliver them
to his girlfriend’s house.

Scenario 3:
You work in a toy store. A customer calls to see if you have any Barbie dolls in stock.
She wants to

Write your notes here

………………………………………………………………………………………………….

35
………………………………………………………………………………………………….

Activity C.2.Calling the Electrician


Instructions: read the conversation aloud taking roles A= Electrician and
B= Mrs Yee.
Electrician: Burke’s Electrical. How can I help you?
Mrs Yee: Hello. I need someone to install an extra power point and a new
light fitting.
Electrician: So you want to install one power point and one light fitting?
Mrs Yee: Yes, that’s right.
Electrician: Would early next week be okay?
Mrs Yee: Monday or Tuesday would be fine. How much will it cost?
Electrician: I can’t say without coming to see, but it shouldn’t be more than $100.
Mrs Yee: Could you come and give me a quote?
Electrician: Sure. Where do you live?
Mrs Yee: 325 Harding Street. You need to turn left after the bridge.
Electrician: I’m out that way this afternoon. Can I come around then?
Mrs Yee: Yes, I’ll be in all afternoon. I’ll see you then.
Electrician: Great. Can I get your name please?
Mrs Yee: Yes, Kirsty Yee.
Electrician: I should be there around 4pm. Bye then.
Mrs Yee: Good bye.

Discuss these questions:

Have you ever called a tradesman? Discuss some of the things he might say and ask
when you call.

Now think of something that needs to be fixed in your house.


- Prepare a similar conversation:
- Ask the technician to come to your house because there is something that needs to
be done.
-Tell him where you live.
-What work needs to be done
- Which day of the week he can come.
- when your are at home

36
THIRD UNIT

http://www.enrucafe.com/Newsletter/Newsletter3.pd

Astounding Future Career


THIS UNIT INTRODUCES YOU TO INTERPRET AND COMMUNICATE INFORMATION
ABOUT: APPLYING OR TRANSFERRING SKILLS LEARNED IN ONE JOB SITUATION TO
ANOTHER

FUNCTIONS:
• Identifying career skills.
• Attending to a job fair.
• Participating a in job interview.
• Defining the strengths and weaknesses.
• Describing future plans.
• Recognizing work standards.
• Expressing emotions.
TOPIC: Astounding Future Career.
LEARNING STRATEGIES

1. Identify how to interview appropriately.


2. Use sources of information about job opportunities such as job descriptions, job ads, and
online searches and about job market.
3. Respond appropriately to common personal information questions.
4. Role play a conversation on how to relax before a job interview
5. Demonstrate the ability to apply or transfer skills learned in one job situation to another.
6. Read about careers and skills.
7. Read about how to have a successful interview.
8. Read a resume from a job seeker.

37
Section A: Future Plans
Activity A.1. Think of your Goals and Plans for the Future

Instructions: Write a short presentation about your plans for the future.
Mention at least three future plans, preferably regarding your job, job
search, and/or educational plans. Every student will have a few minutes to
give their presentation to the class!

My future plans:

Activity A.2 Think about Your Career

Instructions: Think about these different careers. What kinds of skills and abilities
does each one require? What educational requirements do they have? What kinds of
responsibilities and duties do people who do these kinds of jobs have?

- Software designer - Police officer - Pilot - Author

Now read about people and their careers.

Claudia: Hi, my name is Claudia. I’m a computer software designer. I design


computer software. I use a computer everyday at work. I have to type a lot of
information. I also need to think about how to solve a variety of complicated problems.
After high school I went to college for four years. My major was computer science.
After college, I found a job in a software company. I have worked there for ten years.I
like my job. I like to use my imagination to design new programs and to edit old ones.

38
Graham: Hi, my name is Graham. I’m a police officer. My job is to help people. I
drive a patrol car. Sometimes we have to arrest people who break the law and take
them to the police station. After high school, I went to police college for four years.
After college, I got a job in the police force in a city near where my parents live. I have
been a police officer for twenty years. I really love my job. Being a police officer is
very rewarding. I like to help people. I feel I am doing something worthwhile.

Bruce: Hi, my name is Bruce. I’m a pilot. My job is to fly an airplane. I usually fly
international routes from the USA to Europe. After high school, I joined the Air Force.
In the Air Force I learned how to fly planes. I was in the Air Force for fifteen years.
After the Air Force, I got a job as a commercial pilot with a big airline. I have worked
there for about nine years. I love my job. It is exciting and I enjoy traveling.

Melissa: Hi, my name is Melissa. I’m an author. I write children’s books. I usually
write about three or four books a year. I write stories for children in elementary
school. I also do my own illustrations. After high school I went to college. My major
was elementary education. After college, I went to graduate school. My major was
English literature. I love writing children’s stories. I like to be creative and use my
imagination.

Discussion Questions:

3. Claudia works with computers. Do you have a computer? What do you use it
for?

4. How do you feel about computers? Why are they useful?

5. Graham is a police officer. Would you like to have his job? Why?

6. What dangers might a police officer have to face in his job?

7. Bruce is a pilot. Would you like to have his job? Why?

8. Have you ever been on an airplane? Where did you go? How long was the
flight?

9. Melissa is an author. Would you like to have her job? Why?

39
10. What kinds of books did you like to read when you were a child?

11. Which of the five careers most appeals to you? Why?

12. Which of the five careers does not appeal to you? Why?

13. If you had to choose one of the five careers, which one would you choose?
Why?
http://www.stickyball.net/adult/263.html

Activity A.3. Job Skills

Instructions: Work together and answer the following questions


Job Skills Worksheet

What can you do well?


How do you know you are good at it?
Who else knows you are good at it?

Now answer this question: Who else knows you are good at it? by completing this
Reference List Worksheet.
Name: _______________________________________
Position: _____________________________________
Company: ____________________________________
Address:
___________________________________________________________________
____________________________________________________________________
____________________________________________________________________
Phone: ____________________________
Name: _____________________________
Position: ___________________________
Company:
__________________________________________________________________
Address:
___________________________________________________________________

40
Section B: Personal Employment History
Activity B.1. Writing about Yourself

Instructions: Write about your own current Employment History

Employer:……………………………………….

Job Title:………………………………………….

Address:………………………………………….

Duties:……………………………………………

Telephone Number:……………………………

Supervisor:………………………………………...

Reason for Leaving:………………………………

EMPLOYMENT DATES………………………………………..

Start:………………………………………………..

Finish:………………………………………..……

Activity B.2. English to Solve Problems as a Team

Instructions: Read the information from the following scenario then work
together to solve the problems:

Work as a Team
Scenario: You are all the managers of a large supermarket. You are having a lot of
problems, and your customers are not happy. There is a long list of problems. Discuss
these problems with the other managers and decide together on a good solution to
each problem.
Here is some language you can use to discuss the problems:
Talk about problems:
One problem is that…. (Sentence)
_ One problem is that the milk spoils.

41
Talk about solutions:
One solution is to … (verb)
_ One solution is to get better refrigerators.
I think we should…. (Verb)
_ I think we should get better refrigerators.
Agreement: Disagreement:
I think that’s a good idea. It’s a good idea but…_________.
I agree with _____. I disagree with ____ because….____.
I am in favor of …..because ______. I am against _____ because…____.
The problem with that is….
This activity is an adaptation of Problems and Solutions found at
www.bogglesworldesl.com.

Activity B.3. Common Interview Questions

Instructions: Write Common Interview Questions similar to the ones


below.
Question: _____________________________________________________

Question: _____________________________________________________

1. Tell me about yourself.


2. Why should we hire you for this position?
3. What are your weaknesses?
4. Give me an example of a problem you had at a previous job. How did
you resolve it?
5. Why do you want to work for our company?
6. Why did you leave your last job?
7. Do you have any questions for us?
1. What gives you satisfaction at work?
2. How do you handle complaints from customers?
3. What did you like the most about your last job?
4. What did you like the least about your last job?

42
5. Give me an example of something you’ve done that would show your attention
to detail.
6. Give me an example of a time when you had to multitask at work.
7. How do you react when someone criticizes you at work?
8. Describe your ideal work day at your last job.
www.esljunction.com/conversation_questions/work.html.

Do you know someone who can give good References of you? If so


fill this:

Reference List Worksheet


Name: _______________________________________
Position:______________________
Company:
__________________________________________________________________
Address:
___________________________________________________________________
____________________________________________________________________
____________________________________________________________________
Phone: ____________________________
Name:
___________________________________Position:______________________
Company:
__________________________________________________________________
Address:
___________________________________________________________________

43
Section C. Read about careers and skills
Instructions: look at the following Resume

Carmen Hurtado
429 Oak Street, Apt. 3
Wheaton, MD 20116
(240) 838-4402
churtado@yahoo.com

HIGHLIGHTS OF QUALIFICATIONS
• Over 7 years experience in Customer Service.
• Outstanding organizer and supervisor.
• Proficient in English and Spanish, with excellent communication skills.

PROFESSIONAL EXPERIENCE
• Sales Associate, Blake’s Department Store 2004 - present
• Rockville, Maryland
• Greet, assist, and ring up customers in the Housewares Department, and
answer telephone calls.
• Maintain store appearance; design and coordinate product displays.
Customer Call Operator, Quality Electric 2002-2004Reston, VA
• Answered up to 300 calls a day and transferred customers to appropriate
departments in a large multi-division company.
• Coordinated shift schedules and facilitated team meetings..
• Trained new operators and participated in 3 professional development
workshops.
Banquet Server, Marriott Hotel 1999-2001
• Bethesda, MD
• Served meals to customers as part of a 20-server banquet staff.
• Efficiently managed set up of the evening meal shift, reducing set up time by 20
minutes.
EDUCATION
• Customer Service and Retail Sales Certificate, Sales & Service Learning
Center 2007
Wheaton, Maryland.
• Advanced English for Speakers of Other Languages, Montgomery College
2006 Wheaton, Maryland
• BA, Political Science, University of Nicaragua 1992 Managua, Nicaragua
• ESOL Customer Service Training: P:7

44
Key Past Tense Verbs for the Resume
Started
Attended
Obtained
managed
planned
assisted
participated in
organized
worked
volunteered
served
supervised
increased
conducted
coordinated
improved
developed
accomplished
completed
maintained
operated
reduced
reorganized
supported
utilized
set up

Key Adjectives for the Resume


Effective
proficient
qualified
resourceful
Versatile
Energetic
Consistent
skilled
Trained
Experienced
knowledgeable
familiar

45
Now Write your own Resume use the sample Resume above, the Past
Tense Verbs and the Adjectives too.

Section D. Role Play How to interview someone Appropriately


Read about careers and skills
Activity D.1. Searching for employees
Instructions: divide the class into two groups: managers and job
seekers.

Managers: Read the information from the following scenario then work
together as a work team.

46
Scenario # 1: You are all the managers of a large supermarket. Your company is
hiring now there is vacancy for an office Manager. You will announce the following job
ad:

Seeking for a Bilingual Office Manager


Contact Info Melanie Pond

melanie@palmcoastinteriors.com

Phone: 2643-2174

Established full service Interior Design firm Palm Coast Interiors in Jaco is seeking full
time bilingual (spanish/english) Office Manager for immediate employment. Must have
strong customer service skills and be proficient in computers (Mac preferred).
Experience needed. St /Employment arting Base Salary $800. Please send Resume
to melanie@palmcoastinteriors.com.
http://www.ticotimes.net/Classifieds

Scenario # 2: when the job candidates come to be interviewed ask them the following
questions: take notes while they answer.

Personal Goals & Ideal Jobs


Name: ____________________________
Date: ____________________________
1. Where do you see yourself in five years?
2. What steps can you take now to help yourself achieve your 5-year goal(s)?
3. What are your ideal jobs, and why?

4. What would you do in the in the case that you were in the clothing department and a
parent was looking for jeans for a child and the parent would prefer a slightly oversized
fit allow room for growth. But the child is determined to fit his size…he does not want
to obey his father and resist to buy a slightly oversized jean?

The Employee must consider the following costumer clues before answering.
Think that your job consist of:
-Asking questions to help define the right “fit”
- provide options that will meet those needs.
-Sometimes fit can be a sensitive issue. If you are selling clothing or shoes, you

47
eventually have to ask, “What size?” This is a very personal matter. Never react in a
judging way and never contradict the customer. If the customer is uncomfortable
giving you a direct answer, think of alternative ways to help.

Employees Use these Common Adjectives Followed by an Infinitive to


give your answers.

Example: I am eager to see you


Adjective Infinitive

afraid determined frightened ready


alarmed disappointed furious relieved
amazed distressed glad reluctant
angry disturbed happy sad
anxious eager hesitant scared
ashamed ecstatic interested shocked
astonished embarrassed intrigued sorry
careful encouraged lucky surprised
curious excited pleased touched
delighted fascinated prepared upset
depressed fortunate proud willing

Now after the managers have heard the answers form the different job
candidates, they will pass the following personality test. The managers will
read each statement aloud.

Personality Test 1
Instructions: Read each statement. Then, circle the level of agreement or
disagreement with that statement.

1. Becoming successful is mostly a matter of being in the right place at the right time.
Strongly Agree Agree Disagree Strongly Disagree

2. Doing your job well brings you satisfaction.


Strongly Agree Agree Disagree Strongly Disagree

48
3. Everyone at some time in their adult life has stolen something.
Strongly Agree Agree Disagree Strongly Disagree

4. It is important to have people in your life you can depend on.


Strongly Agree Agree Disagree Strongly Disagree

5. Most bosses don’t care if their employees always come late to work.
Strongly Agree Agree Disagree Strongly Disagree

6. Most people will try to take advantage of you if they get half a chance.
Strongly Agree Agree Disagree Strongly Disagree

Personality Test 2
Instructions: Read each statement. Then, circle the level of agreement or
disagreement with that statement.
1. Most places don’t care much if employees take a few things home with them from
work.
Strongly Agree Agree Disagree Strongly Disagree

2. Rarely have you been so upset that you wanted to leave home.
Strongly Agree Agree Disagree Strongly Disagree

3. The members of your family have gotten along well together.


Strongly Agree Agree Disagree Strongly Disagree

4. When you are very tired, you get crabby.


Strongly Agree Agree Disagree Strongly Disagree

5. You are a confident and self-assured person.


Strongly Agree Agree Disagree Strongly Disagree

6. You are not very sure of yourself.


Strongly Agree Agree Disagree Strongly Disagree

7. You find it easy to influence others.


Strongly Agree Agree Disagree Strongly Disagree

8. You freely admit your mistakes.


Strongly Agree Agree Disagree Strongly Disagree

9. You go by the saying “Don’t get mad – get even.”


Strongly Agree Agree Disagree Strongly Disagree

49
Personality Test 3
Instructions: Read each statement. Then, circle the level of agreement or
disagreement with
that statement.

1. You have a lot of energy and drive at work.


Strongly Agree Agree Disagree Strongly Disagree

2. You have done your share of “raising hell”.


Strongly Agree Agree Disagree Strongly Disagree

3. You have sometimes been jealous of other people.


Strongly Agree Agree Disagree Strongly Disagree

4. You love to take chances.


Strongly Agree Agree Disagree Strongly Disagree

5. You tend to “turn the other cheek” rather than start a fight.
Strongly Agree Agree Disagree Strongly Disagree

6. You tend to be resentful if you don’t get your own way.


Strongly Agree Agree Disagree Strongly Disagree

7. You usually like to take it easy at work or play.


Strongly Agree Agree Disagree Strongly Disagree

8. Your attitude at work makes a difference to your job performance.


Strongly Agree Agree Disagree Strongly Disagree

9. Your successes and failures have resulted from your own actions, not chance or
luck.
Strongly Agree Agree Disagree Strongly Disagree
Bookhttp://www.dllr.state.md.us/gedmd/esolcirr/CustomerServiceCurriculum.pdf

Now managers will ask candidates to read the job ads.

What do the abbreviations mean?


Customer Service
PT/FT avail. immed. at

50
national grocery chain.
Exp. req. Call for appt.
Jane Grey, HR Office,4578696

Super foods Warehouse.


202.566.8888. No
walk-ins.
PT/ FT
exp. req.
call for appt.
avail. immed.
Loly Ser, HR office, 4609870

Now managers discuss each candidate’ skills and qualifications for the job
as an office manager. Use the following chart: Be + Adjective Combinations
Followed by Infinitives chart to argument your decisions.

Note: you can use the same verbs with different sentences and
examples according to the real context.

51
CHART Be + Adjective Combinations Followed by Infinitives
be amazed He was amazed to discover the truth.

be anxious She was anxious to start her new job.

be ashamed He was ashamed to admit he had lied.

be bound She is bound to be elected company president.

They were careful not to reveal secrets of the interview until the
be careful
end.

be certain She is certain to get the job.

The man was content to receive second place in the


be content
competition.

be delighted We were delighted to be invited to participate in the project.

be
He was determined to finish the task.
determined

be eager He was eager to begin.

be eligible They were not eligible to participate in the program.

be fortunate She was fortunate to receive the research grant.

be glad I would be glad to help out.

52
be happy She was happy to see you in this company.

be hesitant Mary was hesitant to say anything.

That candidate is liable to hurt himself if he doesn't use well-


be liable
made equipment.

be likely They are likely to show up at any time.

be lucky they were lucky to have such an opportunity.

be pleased She as pleased to meet you.

be proud He was proud to have been chosen to lead the project.

be ready He was ready to start working now.

be reluctant He was reluctant to reveal what he had seen in his last job..

be sad She was really sad to leave her current job.

be shocked He was shocked to discover the truth.

be sorry I am sorry to have to tell you that the tickets are sold out.

She was surprised to discover that he had never learned how to


be surprised
use a computer.

Englishpage.com Home | Advertise at Englishpage.com

53
FOURTH UNIT

http://actrav.itcilo.org/actrav-english/telearn/osh/com/using.htm

Safe Work
THIS UNIT INTRODUCES YOU TO EXCHANGE INFORMATION ABOUT: SAFE
AND UNSAFE DRIVING, ACCIDENTS AND JOB BENEFITS.
FUNCTIONS:

• Distinguishing safe and unsafe driving.


• Avoiding dangerous situations at work.
• Acquiring and giving information.
• Interpreting and communicating information.
• Conveying ideas in writing.
TOPIC: Safe Work
LEARNING STRATEGIES
1. Present some procedures to follow in case of an accident at work.
2. Read about worker’s compensation in case of accident.
3. Write an accident description.
4. Take notes about an accident report from their classmates.
5. Fill out an employee accident report.
6. Study different signs used for prevention.
7. Interpret the meaning of universal warnings.
8. Give prevention procedures.
9. Explain how to avoid accidents at work.
10. Role-play using difficult situations at work and what to do, to prevent them or face
them.

54
Section A: Avoiding Dangerous Situations at Work
Activity A.1 Safety Hazards
Instructions: Work in pairs asking and responding to the
following Safety Hazards.

1. What is the first thing you should do if someone spills soda or food onto the sales
floor?

a. Call for a janitor.


b. Clean it up yourself.
c. Make a barrier around the spill or stand near it to direct traffic away from it until it
can be cleaned up.

2. What is the first thing you should do if you find broken glass on the
sales floor?

a. Call for a janitor.


b. Find a broom and clean it up yourself.
c. Make a barrier around the glass or stand near the glass to direct traffic away from it
until it can be cleaned up.

3. What should you do if a shopper knocks a pyramid of canned food


into the aisle?

a. Call for a janitor.


b. Pick up the cans yourself.
c. Check on the shopper, and then make a barrier around the cans until they can be
cleaned up properly.

4. What should you do if you discover an electrical hazard?

a. Nothing. The janitor is probably aware of the problem.


b. Make temporary repairs as best you can.
c. Secure the area and report the situation to management for response by an
electrician or qualified janitor.

55
5. What should you do with empty rolling racks?

a. Call for a custodian to remove them.


b. Remove them yourself to a separate room not used by customers.
c. Move them against a wall where they will be out of the way.

5. What should you do if you are working in your computer and accidentally spill coffee
or a drink on your desk almost on your keyword?

a. Nothing. The janitor is probably aware of the problem.


b. Make best you can to clean it up immediately.
c. Call the janitor to do his job.

Activity A.2. ACCIDENTS DISCUSSION


Instructions: Work in pairs asking and responding to the
following
STUDENT A’s QUESTIONS (Do not show these to student B)

1) What’s the biggest accident you’ve ever had?


2) Are you accident prone?
3) Have you ever been in a car accident?
4) Have you ever seen a very bad accident?
5) Have you ever caused an accident?
6) Do you know what to do or how to treat people in an accident?
7) Do you know anyone who is “an accident waiting for somewhere to
happen”?
8) Have you ever had any accident prevention training?
9) How often are there major rail accidents in your country?
10) Do you worry about having accidents?

56
STUDENT B’s QUESTIONS (Do not show these to student A)

1) Have you ever had any work-related accidents?


2) Have you ever received compensation for an accident?
3) Have you ever visited the accidents and emergencies department of a
hospital?
4) What do you think of the expression “he / she was an accident”,
meaning his / her parents didn’t plan on having him / her?
5) Have you ever made an insurance claim for an accident?
6) Do you think there’ll be another major nuclear accident?
7) What do you remember about the Space Shuttle accidents?
8) Have you ever run into an old friend by accident?
9) What do you think “accidentally on purpose” means?
10) What was the last tragic accident you read about?

www.eslDiscussions.com

Activity A.3. Talking about Accidents at Work


Instructions: Discuss these Questions in groups

1. Have you had any accidents at work? Describe what


happened.
____________________________________________
____________________________________________
____________________________________________
2. Do you know anyone else who had an accident at work?
Describe what happened.
____________________________________________
____________________________________________
____________________________________________

3. If you have had an accident at work, what did you do?

57
Activity A.4 Help! There’s been an Accident!
Instructions: read the following steps and safety policies
and procedures at your workplace aloud.

Nobody really knows how he or she will react when an accident occurs, especially if it
is life-threatening. That is why you should think ahead about how you might respond if
such a situation occurs. There are three traits a sales associate should develop now in
case an accident occurs later.
• Be Aware.
• Be Professional.
• Be Prepared.
Be Aware.
The first step is to become familiar with any safety policies and procedures at your
workplace. Accidents happen suddenly, so you need to respond quickly. Be sure you
know whom to call if CPR is necessary.
If you are the one who is injured, you should promptly report the work-related injury or
sickness to your employer. If your store has a certain number of employees, you may
have to file a workers’ compensation claim. Some states have a time requirement on
worker’s compensation claims – they may have to be reported within 2 to 30 days after
an injury.

Be Professional.
Whenever an injury occurs, keep the following points in mind:
• Don’t panic. Remain calm and reassure the victim that help is coming.
• Keep an injured person lying down and quiet. NEVER MOVE THE VICTIM!
• Notify store security or management. Report the injury, what happened, and the
current condition of the victim.
• Call 911 if the injury is serious or life-threatening.
• Always provide an accurate report of the incident.

58
Be Prepared:
It is important to anticipate accidents that may occur and prepare yourself for them.
• Ask your store to provide a small first-aid kit that can be kept handy, near the cash
register. However, never give anyone any type of drug – even aspirin.
• Take the time to learn CPR – you could save someone’s life!
• If your store does not have an emergency phone list posted, create one.

Activity A.4 Responding to Injuries and Emergencies

Instructions: Read about the following situations and discuss how


you should respond.

1. Customer: “I have a terrible pain in my chest. I think I might be having a heart


attack. Please help me!”

2. Customer: “I just cut myself on a staple sticking out from a box of detergent. Do you
have a bandage?”

3. Customer: “Excuse me. A lady in the next aisle just slipped on a spill of some kind,
and I think she has hurt herself.

http://www.hse.gov.uk/riddor/

59
Section B: Avoiding Dangerous Situations at Work

Activity B.1 Acquiring and giving information


Instructions: Work in pairs to identify accidents and
phrases below.

60
Phrases:
Hit finger
Broken glass
Hit on the foot
Slip on the ice
Step on a rake
Bike accident
Something in the eye
Hit on the head
Electric shock
Hole in the floor
Car accident
Spill the coffee
Slip on the wet floor
House fire Spill the wine
Hit a tree
Fall off a ladder
Trip over something
Trip on a cord
Swallow poison
Cut the finger

http://www.eastsideliteracy.org/tutorsupport/documents/HO_AccidentCards.pdf

Activity B.2 Acquiring and giving Information


Instructions: use the pictures and phrases above to fill in
the following accident report form:
Example: What was the person doing at the time of the accident?
Mary was cleaning the prep area when….

Who
Name Date Time Witness

Description
What happened?

Where
did it happened
happen?

61
Description
Nature & extent of injury
Exact location

What was the person doing at the time of the


accident?

What caused the injury?


Describe in detail how the accident.

Activity B.3 Read the conversation.


Instructions: work in pairs and
perform the following situations

A: Are you okay?


B: No.
A: Stay right there. I’ll get a manager.
(manager comes to the scene of the accident)
M: What happened?
A: He slipped and fell. We need to use those caution
signs.
Activity B.4. Randy's Story
Instructions: read the story and be ready
to perform a role play using the story.

Eighteen-year-old Randy Georges never dreamed


how his life would change on that day in 2002. He
had just started a new part-time job at a popular
restaurant where he worked in the kitchen.

Randy was asked to pour cooking oil through a filter


in order to clean it, something he hadn't done before.
Before starting to pour the oil he asked for a safety
apron and gloves but was told they weren't
necessary.

Unfortunately the boiling oil spilled and splashed all


over him. He suffered third degree burns on his
neck, chest, hands, stomach, groin and feet. He still

62
suffers pain today as a result of this incident.

Randy's injury was completely preventable. He didn't


know at the time that he had the right to refuse
unsafe work.

It is Randy's hope that all young workers know their


rights and that no one ever has to learn this in the
painful way that he has.

http://ywap.ca/english/stories.htm

Now Let’s talk:

• Where did the accident or incident occur?


• What time did it occur?
• What people were present?
• What was the employee doing at the time of
the accident or incident?
• What happened during the accident or
incident?

Discuss the questions in groups

1. What would you do if this happens at work?


2. Who do you have to report to when something
similar happens at work?
3. Do you fill out a form?
4. Has this happened to you before? What did you
do?

http://www.eastsideliteracy.org/tutorsupport/documents/HO_Accidents.pdf

63
Section C: Employee Report of Injury.
Activity C.1. Procedures to Follow in Case of an Accident at work

Instructions:
Work in pairs: play two roles: Student A will ask the questions and B
will give the necessary information to fill the Employee Report of
Injury. Use reading above: Randy's Story

1. Name of injured employee

____________________________________________________________________

2. Address

____________________________________________________________________

3. Home telephone

4.Job title

____________________________________________________________________

5. Work location Shift

____________________________________________________________________

6. Date of injury Time

____________________________________________________________________

7. Name of foreman, supervisor, or boss that the employce first informed of the injury

____________________________________________________________________

8. Did the employee finish work on the day the injury occurred? Yes No

9. Had the employer been informed that there was a safety hazard Yes No
before the accident?

64
10. When did the employee begin losing time from work (date)?

____________________________________________________________________

11. What doctor(s) is/are treating the employee? [Please list name(s) and telephone
number(s)]

____________________________________________________________________

12. Have other employees been injured under similar conditions? Yes No

13. How did the employee sustain the injury?

____________________________________________________________________

14. Was this the employee's regular job Yes No

15. Names of witnesses

____________________________________________________________________

16. Has the employer taken steps to prevent future accidents? Yes No

17. Has the employee returned to work?

Full Light When?


duty duty

18. Has the employee been given any papers to sign for compensation?

Yes No If yes, when?

65
Activity C.2. Work Safety into Practice
Role-play Using difficult Situations at Work Putting
Instructions: Work in pairs: select one of the Role-play Scenarios
and perform it.
Scenario # 1:
You work in a fast-food restaurant, and your employer asks you to stay until closing on
many nights. You do not get home until midnight and must get up for school by 6 a.m.
the next day. You are very tired at school and work.
Yesterday, another employee at work was tired and in a hurry to go home. Because of
this, he did not let the hot oil cool down enough before removing it, and he was
burned. Other coworkers are also concerned about the hours they are asked to work.

Scenario # 2:
You work for a grain elevator in town. It is a very dusty work environment. You usually
wear a respirator while you work, but today when you arrive, all the respirators are
gone.
Your supervisor asks you to work anyway, because the workload is really backed up.
The job must get done today and cannot wait for the new order of respirators to arrive.
Respirators can be purchased at a hardware store but are more expensive than when
the company buys them in bulk.

Scenario # 3:
You work for a landscaping firm and often ride from site to site in a company truck.
One of your coworkers, who is old enough to drive on the job, drives the truck. He is a
very reckless driver and takes many chances when out of view of your supervisor. You
feel very unsafe when riding with him.

Scenario # 4:
You are working on a local farm. The farmer has just started spraying pesticides on his
fields, and he has asked you to handle the pesticide containers and sprayers. Neither
of you received gloves or respirators or had any training.
The farmer is in a hurry to get the job done before it rains. Rain is expected throughout
the remainder of the week. If you ask for gloves and respirators, the farmer will have to
go buy these supplies. You could lose several hours of work time.
Lesson 9: Putting Work Safety into Practice 9 . 6 Work Safe, Work Smart
Role-play Scenarios (continued)

Scenario # 5:
Both of you work at a local convenience store. Your supervisor has just decided to
make each of you take turns working alone in the store in the evenings. This decision
makes both of you very nervous. Someone could rob you or assault you, and no one
would know.
Since your employer trusts you, she specifically wants you both to work the evening
shift but doesn’t want to have more than one employee working at one time.

66
Scenario # 6:
You are working as health assistants at a local hospital. You work closely with one of
the nursing staff there. She is always in a hurry and asks you to take a lot of risks
when working with patients, such as not wearing gloves and handling used needles
very carelessly.
Whenever you make suggestions or question her judgment, she brushes you both off
and says you do not know anything. You are only teenagers.

Scenario # 7:
You just got summer jobs mowing alongside county roads. Your supervisor asks you
both
to mow a hillside with a very steep embankment. You notice the tractors have no
rollover protection.
Several teenagers applied for these jobs, because they pay very well. Your supervisor
chose you both on a trial basis to see if you could handle the job.

Scenario # 8:
You got a job datasseling corn. You work very long hours. On some days, it is
incredibly
hot work. Your employer is not around very much. She has not supplied you with
water or shade, bathroom facilities, or a vehicle to ride in, if someone should get sick
or injured.

Note: In order to help you prepare your


role-play presentation; you can use these questions as the conversation guide.

Question # 1: What is the safety hazard in this situation?


Question # 2: Who should you talk to about this situation?
Question # 3: Are there any laws that would protect you in this situation?
Question # 4: List at least three options for handling this situation?
Question # 5: What do you think is the best option?
Question # 6: Who else might help you deal with this safety or health concern?

http://www.health.state.mn.us/divs/hpcd/cdee/occhealth/documents/lesson9.pdf

67
FIFTH UNIT

http://www.readtolearn.org/skillpacks/pdf/BasicMoney.pdf

Introductions in the Business Activities


THIS UNIT INTRODUCES YOU TO INTERPRET AND COMMUNICATE
INFORMATION ABOUT: BUSINESS ACTIVITIES.

FUNCTIONS:

• Dealing with numbers.


-millions

-billions

-trillions

• Choosing a location for a new factory.

TOPIC: Introductions in the Business Activities

LEARNING STRATEGIES
1. Listen to descriptions and dialogues about people’s future businesses.
2. Perform given instructions.
3. Role-play situations such as interviews, dialogues in a company where the
participants represent the boss, the secretary, the board of directors discussing the
conditions to start a business situation.
4. Interview people to collect the necessary information.
5. Develop reading comprehension skills by doing different exercises.
6. Develop writing skills by composing different type of letters.

68
Section A: Reading comprehension skills
Activity A.1. Basic Money Management
Instructions: Look at the following Business Vocabulary

Vocabulary
amazed
show off
big-ticket rebates knowledge
budget
live without pass up
electronic procrastination
consult
deduct
Now try to use some of the words above to respond to these questions:
1. Do you have a savings account?
2. Are you on a budget?
3. Is it difficult for you to save money?

Use the underline phrases and expressions following paragraph to help


yourself answer the questions

If you are like most people, you are amazed at how fast your paycheck disappears.
Saving money seems impossible.
Experts agree that most people can find money to save if they look closely at their
spending habits and the way they manage their money.
If you use some of the ideas presented here and get support from those who may
share
your paycheck, you will be on your way to stretching your income and saving money.

Activity A.2. Ten Tips That Add Up to Big Savings


Instructions: As you read discuss the ten Tips to get Business
Vocabulary
1. Knowledge is Savings
Try to remember what items cost at different stores. If you can, wait to purchase
an item until you know you have found a good price.
• What do you think of this tip, how you saved money this way?
2. Fast Food = Money Spent Fast
Americans are spending more than ever on fast foods and eating out.
You’ll save a lot of money by purchasing
convenient, easy-to-prepare foods at the grocery store
rather than eating out. Remember to bring your lunch to work.
• Do you usually eat spend money on fast food?

69
3. The Check’s Not in the Mail
Direct, electronic payment of bills can save you time as well as money. Check your
current bills for information on how to set up electronic payments.
• How do you pay your bill, have you ever used electronic payment bills? If no, why?
4. Call for Savings Advice
Call your phone company to ask if there is a savings plan that would be right for you.
Call your cell phone company. There may be a cheaper plan for you.
• Do you have this call system in your country? Who could provide you with this
system, woluld you used it?
5. Show Your Love / Don’t Show Off
If you give big gifts that you really can’t afford, buy items more within your budget.
• Why do you think people buy things they cannot afford? Does it happen to you?
6. Procrastination Pays
When you see a big-ticket item that you just have to buy, see if you can wait a week
or more. You might find that you don’t want exactly the same thing. You might find
something better on sale, or you may decide you can live without the item after all.
• What do you think of On sale Products? Are you’re a sales hunter?

• 7. Ask for a Sale Date

Stores these days are loaded with “sale” signs. If something you want isn’t on sale
now, it may be soon. Ask a sales clerk when the item will be on sale, or ask the store
to call you as soon as the item is reduced.
• What do you like to buy that is not on sale? Would you wait for it to be sale?
8. Talk Before You Spend
Some partners agree to consult each other before making a purchase of a certain amount -
$50, for example. Sometimes talking to another person will help you make a better decision.
• Have you talked to someone else about an item that you want to buy, do you listen others
when they give you recommendations about what and where to buy?
9. Clip Coupons
You can save a lot of money with coupons and rebates.
Coupons on items you normally buy are terrific. However, be
careful! It may be a great coupon or rebate, but if you normally
don’t buy it – don’t buy it! You’ll have more money in your
pocket by passing up a great deal.
• Which stores help you save money with coupons? Do you use them or you prefer to show
off that you do not need them?
10. Savings on Automatic Pilot
Studies show that people who build large amounts of savings usually do it by saving
regularly. If your company allows it, have some money deducted from your paycheck
and deposited into a savings account. You may also ask your bank to transfer a certain
amount from your checking to a savings account. You won’t miss money you don’t
see.

• How do you save money? Does your company have money deduction from your
paycheck?

70
Activity A.3. Saving Money Test
Instructions: Work in pairs choose the alternative that you think is
the best answer

1. To build a good savings account, save __________.


Occasionally regularly rarely

2. If you don’t normally buy a product, don’t _______ it for a rebate.


Sell use buy

3. Consult your partner before making a large ________.


purchase vacation account

4. If an item is not on sale, it may be ________.


Soon never yesterday

5. Eating at home is cheaper than ________ out.


Sleeping eating running

6. Ask your company to deduct money from your ________


Deposit your savings account.
Christmas club savings paycheck

7. Saving __________ seems impossible.


Time money food

8. You can save if you __________ your money better.


Manage spend give away
www.readtolearn.org

Now think about the ten tips listed here. Make a list
of tips you follow. Then list those you do not
follow. Compare the two lists. Where can you
make some changes to help you save money?

Section B: Interview People to collect information


Activity B.1. The Wallet Test
Instructions: Walk around the class and interview your classmates
about their savings: mark the option ( 1, 2…) that your classmate
tells you he would use. At the end you sum up the points for the
score…

71
Take the Wallet Test
1. Major Credit Cards
2. (Visa, Mastercard or Discover)
1. Card ________ + 10 points
2. Additional Cards ________ - 5 points per card

2. ATM or Debit Cards


1 Card ________ + 10 points
2.Additional Cards ________ - 5 points per card
3.Your PIN number ________ - 10 points

3. Retail Credit Cards


(i.e. Target, Sears)
1 Card ________ + 10 points
2.Additional Cards ________ - 5 points per card www.readtolearn.org

4. Preferred Grocery Card


Fresh Values, Jewel Preferred ________ + 10 points per card

5. Social Security Card ________ - 5 points

6. Health Insurance Card


Having health insurance ________ + 10 points
Card in wallet ________ + 10 points

TOTAL SCORE: _______ POINTS


If you scored:
50 or more: Congratulations! Your wallet reflects smart money
management.
35 – 50 points: You’re doing a lot of things right and are on your way to
being a
smart money manager.
20 – 35 points: You’re an OK money manager, but there’s room for
improvement.
Below 20 points: Clean out that wallet!

72
Section C: Numbers and Dreams come together
Activity C.1. Do You Have Big Dreams Loans
Instructions: survey in class
Do You Have BIG Dreams?

Do you want to buy something big? A car? A house?


Do you want to start your own business?
Do you want to study at the university?
If you answered "yes" to any of these questions, you will probably need to get a loan.
There are many types of loans:
car loans
home loans (also called a mortgage)
business loans
student loans
personal loans (to pay for other expensive things like computers or
travel)
But before you get a loan, you need to know some important information.
What are the fees? What is the interest rate?
What will your monthly payments be?
How long will you have to make payments?
Like finding the best checking or savings account, you need to shop to find the best
loan for you. You will want to ask experts to help you, people like financial planners or
counselors, and loan officers at a bank.
Do you understand? Circle yes or no.
1. A car loan is also called a mortgage. Yes / no
2. A financial counselor is an example of a loan expert. Yes /no
3. You can get a loan to study at the university. Yes / no
4. You can use a personal loan to buy a computer. Yes / no
5. You always have to pay interest on a loan. Yes / no
www.valrc.org/courses/moneytalks

73
Now look at the picture and create a story accordingly.

74
Section D. People’s Future Businesses
Activity D.1. Samuel and Miranda’story
Instructions: You are going to practice shopping for a loan by helping
Samuel and
Miranda find a car loan. Read carefully. You will need to answer some
questions about Samuel and Miranda’s savings. Read the questions first
so
you know what information to look for. As you read, you may want to
highlight or circle information that will help you answer the questions.

Samuel and Miranda’s Story


Samuel Reyes has been living in the United States for five years. He
started working after he had been here for six months. He is 26 years old
and got married one year ago. When he was single,
Samuel saved an average of $40 per month, and
was able to save $1,680.
He and his wife do not have any children yet.
Samuel is a custodian at an office building at night.
He works for a company called Clean by Dawn and
has been with them for three years. He makes $8.50
an hour, but he doesn’t have any benefits. In other
words, his company doesn’t give him health insurance or any paid days
off.
His wife, Miranda, is 24 years old. She works part-time as a cashier in an
electronics store called Electronics Depot, and she makes $7.75 an hour.
If
Samuel had a car, he could get a custodial position in the school district.
He would make $10.15 an hour and receive benefits. He needs a car
because custodians must travel to different schools when they are first
hired.
Samuel and Miranda have been saving money for a down
payment on a car or small truck. A down payment is the
money you pay to the car dealer when you purchase the car.
The larger the down payment you give, the less you will have to borrow.
Since they have been married, Samuel and Miranda have been putting
$100 a month for past 12 months into a special savings club to save for
the
down payment.
75
Samuel and Miranda decide to use half of Samuel’s savings for the down
payment in addition to the money they have saved together.
But before they shop for a loan, they need to think about how much they
can afford to pay each month. Samuel grosses about $1,400 per month,
but, after taxes and insurance, his take-home pay is approximately
$1,200.
Miranda earns $950 per month, but her net pay is only about $810.

Samuel and Miranda have the following fixed monthly expenses:

rent -$750;
gas and electric - $45
telephone -- $55;
food - $300;
transportation --$150;
money sent to families $200.

They would also like to continue saving at least $100 a month to save for
a
down payment on a house.
Finally, everyone needs to have money available for “rainy days”,
emergencies or unexpected expenses. (“Rainy days” is an idiom which
means
hard or difficult times.)

Activity D.2. Discussion about Samuel and Miranda’ story


Instructions: work in groups to Discuss the following Comprehension
Questions

1. How much money have Samuel and Miranda saved together?


_________
2. How much did Samuel save when he was single? _________

3. Now, Samuel and Miranda have _____________ for a down payment


for
their car or truck.

76
4. What do Samuel and Miranda take home in pay each month?
____________
5. What are their fixed expenses each month? ___________

6. If they save $100 per month, how much monthly income remains?
______________
7. What are some things that could happen to Samuel and Miranda that
would make their money situation more difficult?
___________________________________________________________
___________________________________________________________
___________________________________________________________
___________________________________________________________
8. How much do you think they could safely spend on a car payment each
month?
___________________________________________________________
___________________________________________________________

Now read carefully Samuel and Miranda’s decision

Samuel and Miranda decide that they will need to spend about $10,000 to
get the car they want. They plan to buy a used car, but they don’t want it
to be over three years old. They want it to have a warranty because they
don’t want to worry about repair costs right away. They are looking at four
different places for their loan. At their bank, they have three options. Then,
they find a loan with a lower interest rate at a local credit union. Next, they
find a loan with a low monthly payment on the internet. Finally, they ask
the car dealer what he can offer.

77
Activity D.3. Analyze which Loan is the Best for Samuel and Miranda
Instructions: In groups, discuss which loan you think is best for Samuel
and Miranda.

Answer the following questions about all the three loans.

1. Which loan has the lowest monthly payment?


2. Which loan has the highest monthly payment?
3. Which loan has the lowest interest rate?
4. Which loan has the highest interest rate?
5. What is the lowest total cost?
6. What is the highest total cost?
8. Which loans have lower interest rates – shorter loans or longer loans?
9. Which loans have lower monthly payments – shorter loans or longer loans?
Which one do you recommend? _____________________________________
What are your reasons for choosing this loan?

1. California Mutual Bank (Samuel and Miranda’s bank)

Monthly Payment: D $10,000


Total Interest to be paid: $8,000
Total Cost (down payment +principal +interest) $$11,999

2. West Coast Federal Credit Union

Monthly Payment: D $10,000


Total Interest to be Paid: $2,000
Total Cost (down payment +principal +interest) 36 6.75%

Loans R Us Online
3.
Joe Friendly Used Cars
Monthly Payment: D $10,000
Total Interest to be paid: $2,000
Total Cost (down payment +principal +interest) $10,224

78
SIXTH UNIT

http://designerman-whatisawtoday.blogspot.com/

Making Telephone Arrangements


THIS UNIT INTRODUCES YOU TO EXCHANGE INFORMATION ABOUT:
TELEPHONE CALLS AND ARRANGEMENTS.

• FUNCTIONS:
• Answering the phone when you are at work, at home, at a hotel room.
• Answering your mobile phone.
• Making appointments.
• Arranging a business meeting.
• Exchanging information by telephone.
• Responding to telephone messages

TOPIC: Making Telephone Arrangements


LEARNING STRATEGIES

1. Listen to conversations and pay attention to solve some of the problems people
have when answering the phone.
2. Role plays a caller and receptionist by taking turns performing different situations.
3. Distinguish the variety of telephone phrases when:
4. Asking to speak to someone.

5. Asking someone to wait.

6. Asking for the person’s name.

7. saying that you’ll phone again later.

79
Section A: Answering the Phone

Activity A.1. Telephone Banking

Instructions: Role play the following scenarios

Scenario # 1

Representative: Hello. How can I help you today?

Customer: Hello. I'd like some information on the telephone banking services offered
at by your bank.
Representative: Certainly. What is your account number?

Customer: at the High Street Branch.


Representative: What would you like to know?

Customer: How do I sign up?


Representative: Just let me know, I'll sign you up immediately.

Customer: Can you tell me how the telephone banking services work?
Representative: You can do all your day-to-day banking over the telephone, 24 hours
a day.

Customer: That's great. How do I access my account?


Representative: Just call the bank, key in your PIN number and listen to the menu of
options available.

Customer: How do I choose which option I want?


Representative: Just press the number for the service stated by the recording.

Customer: What kind of things can I do?


Representative: You can check your balance, pay bills, order a statement or even
transfer money to another bank.

Customer: That's fantastic! Can I trade stocks and bonds.


Representative: I'm afraid you will have to have a special account for that.

Customer: What about getting help if I have any problems?


Representative: There's an automated answering machine and staff are available 9
to 5 seven days a week.

Customer: It all sounds very good to me. I'd like to sign up.
Representative: Alright, can you answer a few questions please?

Customer: Certainly...

80
Pronounce this Useful Vocabulary with your teacher.

24 hours a day
account number
automated answering machine
day-to-day banking
menu of options
telephone banking services
to access an account
to check your balance
to key in a PIN number
to order a statement
to pay bills
to sign up
to trade stocks and bonds
to transfer money

Scenario # 2

Leaving a Message Answering Machine

Telephone: (Ring... Ring... Ring...) Hello, this is Tom. I'm afraid I'm not in at the
moment. Please leave a message after the beep..... (beep)

Ken: Hello Tom, this is Ken. It's about noon and I'm calling to see if you would like to
go to the Mets game on Friday. Could you call me back? You can reach me at 367-
8925 until five this afternoon. I'll talk to you later, bye.

81
Scenario # 3

Role Playing - A “911” Emergency Telephone Conversation

Directions: Working in pairs, discuss five reasons to call the emergency number,
911. Read the following conversation.

A. 911. What is your emergency?


B. My father is having chest pains.
A. Is he breathing on his own?
B. Yes.
A. Does he have a history of heart problems?
B. Yes, he had a heart attack five years ago in Colombia.
A. I am dispatching an ambulance immediately. Stay on the line until the
paramedics arrive.
B. Thank you so much.

Activity A.2. Telephone Order Role Play

Instructions: Read this dialogue: food delivery

Waiter: Hello, Can I help you?


Kim: Yes, I'd like to have some lunch to deliver.
Waiter: What would you like to order?
Kim: Yes, I'd like a chicken with tortillas, please.
Waiter: And what else?
Kim: I'd like a grilled cheese sandwich.
Waiter: Would you like anything to drink?
Kim: Yes, I'd like a litter of Coke, please.
Waiter... the waiter writes the order while speaking on the phone: Can I have your full
name and phone number, Please?

82
Kim: yes, I am Kim Luuze, my phone number is 29886- 9988
Waiter: Okay, and your adreess is Florida., Tacoma, Washington 99995

Kim: that is correct.

Waiter: Do you need something else?

Kim: No thank you. Just the bill.


Waiter: Certainly.
Kim: How much is the lunch?
Waiter: That's $6.75 plus the delivery $2
Kim: Thank you very much.

Waiter: You're welcome. Your lunch will be there in 8 minutes the most. Have a good
day.
Kim: Thank you, the same to you.

Now use these menus below to practice food delivery.

Menu # 1

Starters

Chicken Soup $2.50

Salad $3.25

Sandwiches - Main Course

Ham and cheese $3.50

Tuna $3.00

Vegetarian $4.00

Grilled Cheese $2.50

83
Piece of Pizza $2.50

Cheeseburger $4.50

Hamburger deluxe $5.00

Spaghetti $5.50

Drinks

Coffee $1.25

Tea $1.25

Soft Drinks - Coke, Sprite, Root Beer, etc. $1.75

http://esl.about.com/library/lessons/blordering.htm

Menu # 2

Burger King Menu

Main Menu Side Dishes


_ Whopper _ Medium French Fries
_ Whopper with Cheese _ Large French Fries
_ Whopper Jr. _ King French Fries
_ Hamburger
_ Cheeseburger
_ Double Cheeseburger
Beverages Desserts
_ Small Soda _ Apple Pie
_ Medium Soda _ Cherry Pie
_ Large Soda _ Hot Fudge Sundae
_ King Soda
_ Milk
_ Juice
____________________________________________________________________
Combo Meals
Combo #1: Combo #2: Combo #3:
Double Whopper Whopper with Cheese Double Cheeseburger
Large French Fries King French Fries Medium French Fries
Apple Pie Apple Pie Apple Pie
Large soda Medium Soda King Soda.

84
Work in pairs and start your Dialogue ordering food by phone

Section B: Telephone Use

Activity B.1. Telephone English expressions

Instructions: Read the following information about Telephone Use

The telephone- one of the greatest inventions of all time! The telephone is a fast, easy,
and efficient way to keep in touch. And these days, with the technology of the cell
phone, you can contact just about anyone, anytime, anywhere in the world. Whether
you consider the telephone as an absolute necessity, a handy device in an
emergency, or just a plain nuisance, there are a number of standard expressions that
are used when talking on the phone. Look at some of the examples below.

85
Practive these English Expressions

Expression Response

Hello. Good bye.

May I speak to (... John)? Hold on please. (Hold the line, please).

Is (... Amy) there? Speaking.

(... Jamie's Interiors), may I help you? Yes, I'm calling for Mr. Flanders.

Hi, (... Mrs. Murphy, is Allan) in? Not at the moment, he just went to the
store.
I would like to speak to (... Miss May I ask who’s calling?
Parkins)?
Who's calling please? This is Ralph Edison, from Barry’s Bakery.

I’ll put you through. Thanks.

I got your message. Thanks for calling back.

I’ll transfer you. OK.

I’ll call back. OK, but make it soon, it's important.

I’m returning your call. That was quick, thanks.

Activity B.2. English Dialogue

Instructions: Students should work together in pairs and read the following
dialogue, one student reading one part, the other student reading the
other. Note the expressions used in the dialogue and the progression of the
conversation. The dialogue can be used as a model to have similar
conversations.
Conversation 1
Donna: Hello.
Becky: Is Karen there?

86
Donna: Not at the moment. She just went to the store.
Becky: Do you know when she will return?
Donna: It shouldn’t be to long, maybe an hour or so. Can I take a message?
Becky: Yes, thanks. This is Becky.
Donna: And what is the message?
Becky: Could you have her call me at my office, ASAP. It’s about the Quiggly account.
Donna: Call her at your office in regards to the Quiggly account. Does she have your
number?
Becky: I’m not sure. Let me give it to you just in case. It’s 745-8895.
Donna: 745-8895. OK, I’ll give her the message.
Becky: Thanks a lot. Good bye.
Donna: Good bye.
Conversation 2
Callee: Hello.
Caller: would you, let me talk to Janine.
Callee: Janine? There is no one here by that name.
Caller: You sure? This is the number she gave me.
Callee: Quite sure. This is the Marple residence.
Caller: What number did I call?
Callee: What number where you trying to call?
Caller: 602-2928.
Callee: You must have misdialed. That is not this number. Hang up and try again.
Caller: OK, thanks man. Sorry for the trouble.
Callee: Quite all right. Good bye.
Caller: Bye.

Now after reading, close your book and tell your partner a summary of
the dialogue. Then switch and have your partner tell his or her summary.

87
Start like this: These dialogues are about people talking on the telephone.
One person ...This may seem silly, since you both already know what the
dialogue is about, but the purpose is to practice using your English, not to
give information or test your reading skills.

Section C: Conversation Activities

Activity C.1. Discussion

Instructions: work in pairs to do the following conversation activities.

1. Pair work- discussion


Do you use the phone often? Tell your partner about it using some of the ideas for
discussion
below. Your partner should ask questions to get more information.
• How often do you use it?
• Who do you talk to?
• Do you use it for business or pleasure mostly?
• Do others call you frequently- about what?
• Do you text message also- how often, to who and what for?

2. Pair work- role play


The situation: On the Phone
Working with a partner, role play the situations, using the information below
The roles: a caller and a callee.

1. Calling for information: The caller is talking to a theater employee to get information

about the dates and times pictures will be showing. The callee should respond to the
callers’ questions using the following information.

Movie Days Times


Gone With The Wind M, T, W, Th 1:00, 5:00, 9:00
The Ant That Ate Chicago M, T, W, Th, F 1:00, 3:00, 5:00, 7:00. 9:00

88
Titanic S, M, T, W, Th, F 11:00 AM, 2:00, 5:00, 8:00
Buddy Buddy S, M, T, W 12:00, 2:00, 4:00, 6:00. 8:00,

2. Calling to make an appointment: The caller is talking to a clerk at Dr. Wilson’s Dental

Clinic to make an appointment. The callee should respond to the callers questions using

the following information.

The patient should: The receptionist should:


● request a time for the appointment ● ask what the appointment is for
● state reason for appointment (cleaning, ● suggest a day and time of appointment
tooth ache, etc.)
● refuse first appointment time (you are ● suggest an alternate day and time for
busy) the
appointment
● thank the patient for calling

3. Wrong number: The caller is calling his best friend but receives a wrong number.

4. Leave message on answering machine: The caller is calling his best friend, but he or

she is out and the answering machine answers. The callee is the answering machine

and should play the recorded tape message. The caller should leave their message.

5. Call information: The caller is requesting information from an operator.

The caller is the operator and should supply the necessary information.

The operator should: The caller should:


● ask the caller what number he wants ● request number and address of Pizza
King Pizza Parlor
● give the caller the information

6. Calling for pizza delivery: The caller is a hungry person calling Pizza King Pizza
Parlor

89
for a delivery. The callee is an employee of the pizza parlor.

The caller should: The employee should:


● place order, including something to drink ● ask the caller for size and kind of pizza,
the

toppings

● give name, address, and telephone ● ask for the callers name, address, and
number number

http://yadayadaenglish.com/telephone.htm

Activity C.2. Find Your Partner: Telephone Skills Telephone Skills:


Partners Activity

Instructions: The teacher will cut the page down the middle and cut strips for
each telephone exchange.

The Students should walk around the room and find the missing half of their
exchange. Combinations must be logical.

This sheet has a total of nine exchanges, which allows for eighteen students. As an
alternative, you could make multiple copies of this page, cut the same as above,
divide students into groups, and give each group all the exchanges to match.

Find Your Partner: Telephone Skills

He's not here right now. May I take a


May I please speak to Jerry?
message?

I'd like to make a reservation. For how many people?

90
The Animal...what? Sorry, I think you
Is this the Animal Defense League?
have the wrong number.

May I please speak to Maria She just stepped out for a minute. Can
Shigematzu in Accounting? I have her call you back?

Sorry to bother you but- Do you know what time it is?

I'd like to order a large pizza with


Delivery or pick-up?
Canadian bacon and pineapple.

I'd like to place an order for 500 red Sorry, we're out of red. We should be
pens. getting more in next week.

I really have to get back to my English Oh, I'll let you go. Give me a call when
homework. you have some time.

I'm sorry I didn't call you last night. I


That's okay. I wasn't here anyway.
fell asleep early.

Activity C.3. Telephone Messages

Instructions: Practice the Conversation


Secretary : Good morning, Lewis and Lopez Language School for Business.
Mr. Rivera : Hello. May I speak with Silvia Lopez
please?

Secretary :I’m sorry. She’s not in the office at the moment. May I take a message ?
Mr. Rivera : Yes, please. This is Mr. Rivera.
Secretary : Could you spell that for me, please ?

Mr. Rivera : Sure, it´s R-I-V-E-R-A and my telephone number is 345-6565.


Secretary : Thank you. I´ll make sure she gets the message.
Mr. Rivera : When do you expect her back in the office ?

91
Secretary : I´m not sure. She said she had a meeting with some important clients at 2
p.m. so she should be back between 3:30 and 4 p.m.
Mr. Rivera : Great ! I really need to talk to her today, if possible.
Secretary : Don´t worry sir, as soon as she comes in, I´ll give her the message.
Mr. Rivera : Thanks a lot. It´s concerning a possible new client.
Secretary : Oh, she´ll be happy to here that. Thank you for calling.

Now Practice the conversation above and then repeat it with some

personal changes.

Activity C.4. Telephone Messages

Instructions: Fill out the following message pad using the conversation above
and then fill out another using your own information.

Messages:

Date:

Time

From:

To:

Phone no.:

Concerning

92
SEVENTH UNIT

http://hubpages.com/hub/English-Conversation---A-Dinner-Party

Entertainment!
THIS UNIT INTRODUCES YOU TO DEMONSTRATE ABILITY TO WORK
COOPERATIVELY WITH OTHERS.

FUNCTIONS:

• Taking a guest to dinner.


• Making invitations.
• Describing food.
• Greetings and small talk.
• Organizing types of events

TOPIC: Entertainment!
LEARNING STRATEGIES

1. Read and discuss the entertainment section of the newspaper to make


selections.
2. Developing different types of reading skills.
3. Developing different types of writing skills on different topics
4. How to make the conference abroad successful.
5. The staff should be friendly and helpful.
6. All equipment in the conference room should work.
7. The quality of the food in the restaurants and the speed of service.

93
Section A: English conversation - Dealer Meeting

Activity A.1. Persuading big Dealers to Lift More Stocks of the New
Brand.

Instructions: Work in groups and participate on the next conversation by


performing a role play based the dialogue.

Situation: Niren sen has been given the task of persuading big dealers to lift more
stocks of the new brand Citu of light bulbs and fluorescent light tubes. Niren visits a
big wholesaler “Bagiram and sons” in old Delhi.

Conversation Script:

Niren: Mr.Bagiram! Good morning Sir. I am Niren. Niren Sen from Technical Sales. I
am here for Dealer Meeting.

Mr.Bagiram: Yes, yes. Good morning Sen. What can we do for you? Some other
gentleman from your company with dealer central had come last week and we had
dealer meeting with them. I forgot his name.

Niren: That must have been Mr.Verma with a member of dealers association (taking
out his visiting card and handing it over to Mr.Bagiram). I am in the marketing
division of Technical sales.

Mr.Bagiram: I see. Does your company have dealerships in the brand citu of bulbs?

Niren: Yes Sir, I came along to find out from the dealers in bulbs , as to what they
think of our products. I value your opinion and advice very highly since you are the
most reputed dealer in this line, Mr.Bagiram.

Mr.Bagiram: Kind of you to say so. Sen Sahib. We are just ordinary businessmen.

Niren: And what do you think of our products new dealership.

Mr. Bagiram: They are all right, I would say. We bought 200 bulbs and 100 tubes
from you. We are proud of our new dealership of your products.

Niren: Have you sold those products?

Mr.Bagiram: I don’t know. Let me find out from dealer showroom. (shouting to
somebody in the showroom) Sharmaji how many pieces are left of brand citu? 50
bulbs and 50 tubes left over? All right, thank you for the Sales Report.

94
Niren: How many bulbs and tubes of our brand, can you sell in a week? Can we
make you a firm delivery order for 300 tubes and 500 bulbs every week? We also wish
to invite you for a dealer meeting for the sales target of new dealers.

In the meeting in the office of Niren.

Mr.Bagiram: I cannot make any definite commitment to you. Sahib, I have not yet
sold out what I got from you last week, leave aside increasing the order.

Niren: How are the other brands selling?

Mr.Bagiram: Very well, Sen Sahib. Brand LITE is selling like hot cakes.

Niren: How many bulbs and tubes of brand Lite does your dealership in Brand
LITE sell in a week?

Mr. Bagiram: our dealership in Brand LITE sell more than 1500 to 2000 pieces.

Niren: They why is it that our brand citu is not selling so well at your dealership in
Brand LITE?

Mr.Bagiram: Your product is new. Most of the customers do not know about it as
yet. People like to buy the popular brands they already know about.

Niren: You mean that we should do more publicity to build our brand?

Mr.Bagiram: Yes, I suppose so. You can advertise in Radio ,Tv, Internet.

Niren: I have some counter displays with me for local dealers. Would you display
these in your showroom?

Mr.Bagiram: Sen Sahib, we have hardly any space in our show room. Sen. Sahib,
we make hardly any profit from selling your brand. I wish to have conversation about
the profit. We get only 10 Paise on every bulb we sell made by your company. You
must increase our commission to 50 paise.

Niren: How much dealer commission do the other companies give you?

Mr.Bagiram: I cannot tell you that in this dealer meeting…

Niren: Well, suppose we were to raise the dealer’s margin to 25 paise per bulb, then
how would that be?

Mr.Bagiram: That is not much really. Anyway, I’ll try to push your goods. But
everything depends on the quality of the goods, you see.

95
Niren: Our quality is better than other brands. Actually, Mr.Bagiram, everything
depends upon your giving a good impression of our product to the customers.

Mr.Bagiram: Sen Sahib, you are only flattering me. I am only an ordinary dealer.
What can I do if the other brands are better known. I tell you what? Why don’t you
send personal letters to all the big electrical contractors with promotional material
like calendars and desk diaries, etc?

You also give me some free giveaways for distribution to customers.

Niren: Right, we’ll do that. Mr. Bagiram, why not have lunch together tomorrow, then
we can discuss this matter of larger orders from you.

Mr.Bagiram: You are taking too much trouble. Anyway tomorrow I am busy, but day
after tomorrow will be all right.

Niren: Right. I’ll meet you at the restaurant near cinema at 1o’clock day after
tomorrow.

Mr.Bagiram: And another thing, Mr. Sen You should ensure that your deliveries of
stocks are made by Friday mornings.

Niren: Does that make a difference?

Mr.Bagiram: In our new dealership makes the largest sales are made over the
weekends.

Niren: Oh I see. Thank you very much for the information. I’ll see to it that you got the
deliveries before the weekend. Thank you and a good day to you Mr.Bagiram.

96
Section: English Conversations – At Restaurant

Activity A.1. A. Discuss the prospects of selling the products of their


company.

Instructions: work together and act out the following conversation.


After that discuss the following question:

What is the purpose of the meeting: is it for entertainment or


business?

Situation: Ranjan is meeting Prema for lunch at the Nirula’s restaurant both of them
have been out meeting clients and have decided to meet for lunch to discuss the
prospects of selling the products of their company.

Ranjan : (Who has arrived earlier) Hello, Prema. I am glad you were able to come. Did
you get my message?

Prema: Hello, Ranjan. I’m sorry I’m a bit late. I got your message about meeting you
for lunch just as I was leaving for my appointment with the builders of Akash Deep. I
could’t get away any earlier.

Ranjan : Don’t worry. I haven’t been waiting long. Where would you like to sit? Shall
we sit in that corner?

Prema: Yes, let’s. It will be quieter over there.

Ranjan: How was your day?

Prema : Quite successful. But very tiring. People are interested in our products but
are hesitant to switch over to something new. I was wondering whether…

Ranjan: Before me get involved in a deep discussion lets order something to eat.
(Calling to the waiter) waiter.

Waiter: (Placing menu cards before both of them). Good afternoon. What would you
like to order?

Ranjan: Prema, What would you like to eat? A soup to begin with?

Prema : No, thank you. I don’t think I’ll have soup. I’ve never been here before, so I
don’t know what their specialities are.
97
Ranjan: (Reading the menu) would you like some chicken

curry with pullao?

Prema: Let me see. Waiter, are the prawns fresh?

Waiter: Yes, Ma’am Absolutely fresh. Why don’t you try some fried prawns with
Chinese fried rice?

Ranjan: That is a good suggestion. Let’s have a Chinese meal.

Prema: All right, you order, Ranjan.

Ranjan: Right Let’s have a plate of chicken fried rice, sweet and sour prawns and
an American chopsey. Prema, would you like mushrooms or bamboo shoots?

Prema: No, thank you. What you’ve ordered is more than enough.

Ranjan : What about something to drink? An orange juice or a leman squash


or……..

Prema : I’d love to have a Limca.

Ranjan : That’s good. Waiter, a Limca cold drink for the lady. And a fresh lime juice
for me. And please serve us quickly. We haven’t much time.

Waiter : Right Sir. It won’t be long.

(Writing down the order).

Ranjan: You were about to make a suggestion about our marketing policy.

Prema: I was wondering whether we couldn’t recommend a cut in the price of our
product. As it is, the profit margin is very small. And the overhead costs of
introducing a new product are already very high.

Prema: But we could increase the price once we have established ourselves in the
market.

The waiter arrives with the LIMCA soft drinks.

Waiter : Here you are Sir. Limca for the lady and a fresh lime for you sir.

Ranjan : Thank you. Please hurry up with the lunch order.

Waiter : In a moment sir. What will you have for dessert?

98
Ranjan: (Looking at the menu again). Prema, what would you like? An ice cream, a
soufflé or a fruit custard?

Prema: Nothing at all. Thanks.

Ranjan: (Closing the menu-card and handing it back to the waiter). No dessert, thank
you.

Waiter: What about coffee?

Ranjan : Will you have coffee after lunch, Prema?

Prema: Yes, Please. I’ll have coffee.

Waiter: with cream or milk?

Prema : Black please.

Waiter: And for you, sir?

Ranjan : Oh! I’ll have coffee with milk but please. Be quick about it.
The waiter hurries away.

Ranjan : I’m not sure how well it would go down psychologically if we cut on prices. It
might give people the impression that our’s is an inferior product.

Prema: Well then. You have to offer other forms of incentives. After all, why should
people buy our product and not keep using the brand that they are always used to!

Ranjan: You are right. We’ve got to scratch our heads and come up with what is
known as a “unique selling preposition”. What is it that our brand has.

Ranjan : Ah! here comes the lunch. Let’s leave the lighting systems alone for a while
and enjoy our lunch.

Prema : (Eating the food) Mmm! This is delicious. So many restaurants serve
Chinese food.

But I haven’t had food which is quite so well prepared as this. How did you discover
this place?

Ranjan : Just by chance. Actually I was visiting an office in the next block. It was lunch
time and I looked around for a place to eat and found. The Nirula’s. It isn’t very grand
but the food is wholesome. I’m glad you like it.

Prema : Thank you for bringing me here.

99
Section C : English Conversations -Staff car

Activity C.1. The Staff Should be Friendly and Helpful

Situation: Mr.Verma gets job transport to the office in a Staff car which picks up two
of his
colleagues as well. They are Mr. Lalit Lalbhai and Mr. Gurpreet singh.

Mr.Verma: Bye dear. That’s the horn of the staff car. I am going now.

Mrs.Verma: Bye bye. What time will you be back from office?

Mr.Verma: The usual time. Around six o’clock, when the staff car comes.

Mrs.Verma: All right don’t be late dear.If staff car is not available , I will come by
Public transport.

Mr.Verma: rushes out of the house carrying his office briefcase and lunch box.

Staff car driver: Good morning, Sir.

Mr.Verma: Good morning (getting into thestaff car). AH! Good morning, Lalit Bhai. I
hope I haven’t kept you waiting too long.

Mr.Lalbhait: Good morning, good morning. Come along, get in. There’s plenty of time
as yet.

Mr.Verma: It is a fine day to-day, isn’t it?

Mr.Lalbhai: Yes, I suppose so. But it looks like there will be heavy rain later in the
day.

Mr.Verma: How is the family! Has Mrs.Lalbhai returned from Ahmadabad yet?

Mr.Lalbhai: Yes, she arrived last night. But she’s come back with a bad cold. I’m
afraid if she isn’t careful, she is going to get a fever.

Department car Driver: Excuse me sir, do I pick up Mr. Singh?

Mr.Lalbhai: Yes of course. From now on, this staff car is to pick up Mr.Gurpreet
singh as well as Mr.Verma and myself every day.

Staff car Driver: Right sir.

Mr.Verma: There is Gurpreet standing at the gate of his house.

100
Mr.Lalbhai: Eager fellow this Gurpreet. It is good to see these young fellows with
enthusiasm.

Mr.Singh: Good morning, sir. Good morning, Mr.Verma.

Both of the others: Good morning.

Mr.Verma: Which company department are you working with these days, Gurpreet,

Mr.Singh: I’m with sales department now, sir.

Mr.Singh: We’re pushing the sales, sir. Business flourishing. But we can sell so
much more, sir,

Mr.Verma: I can see that you would like only our company to supply the whole
country!

Mr.Singh: That’s my ambition. Of course, I can’t do it all by myself. I need your


guidance.

Mr.Lalbhai: How did you go to office before this?

Mr.Singh: I travelled by a public transport to the office. I have been entitled to the
office pool car only since my recent promotion. But I am planning to buy a
secondhand car.

Mr.Verma: The staff Car picking us up for work and dropping us back home is a big
facility. It saves a lot of time and money.

Mr.Lalbhai: But I wish these staff Car drivers were to maintain the office cars better.
Mr.Verma I don’t know whether the management will continue this facility much
longer.

Mr.Singh: But why?

Mr.Lalbhai: The cost to the company of buying and maintaining so many cars is
proving unprofitable. The other day I heard some boy from the Accounts
Department saying that instead of sending an staff Car to fetch the
executives, they may all be given traveling allowances instead.

Mr.Verma: We can’t grumble really. But it is more convenient to be picked up and


dropped at one’s door-step. Well, here is the office. See you all later.

101
Section D : English Conversations - Picnic

Activity C.1. The Staff organized a Picnic


Instructions: Read about Picnic Conversation. Then, plan an
entertainment activity for all of you in the class:

Situation: Reena, Niren and Prema decide to go on a Romantic Picnic. They all
meet at Ranjan’s office to plan the Picnic details.

Niren :Hello, Reena. Nice to see you at our office for planning picnic, party food
ideas picnic games.

Prema :Hello, Reena. Good of you to have come over and discuss aboutparty food
ideas picnic games. ,as well as picnic desserts.

Reena :Hello, all of you. Ranjan suggested that I should come over and meet you
during the lunch hour regarding this romantic picnic.

Ranjan: I thought we might finalize the details for the picnic activities and picnic
games tomorrow.

Prema :Where are we going for Romantic Picnic?

Niren: I would like to go to a picnic at a location full of outdoor garden benchs where
we can relax in the sun and enjoy a lazy day. I am tired of rushing around madly.

Reena : Let’s choose a picnic areas where we can take a long walk as well. I sit all
cramped up in my office the whole week. I’d like to stretch my legs a bit. The picnic
spot should have picnic table bench , outdoor folding chairs , outdoor garden
bench.

Prema: Then which picnic areas should we go?

Ranjan: I think just the outdoor place where Niren and I can run and the girls can
walk, relax and enjoy. How about the khajjiar picnic spot. Often called India’s
Switzerland.

Prema: That khajjiar picnic spot is a splendid picnic Idea. I’ll borrow my father’s car.
Niren, you come over to my place and then we’ll pick up Reena and Ranjan. with
backpack picnic set, and picnic music

Reena: I’ll pack picnic lunch of sandwiches.

Reena: We’ll take along some soft drink for picnic.

102
Niren: I’ll request my mother to bake us a cake for the picnic party.

Reena: Then, that’s all fixed. See you all tomorrow at picnic spot.

The next day all four of them arrive with food for picnic at the picnic location
Khajjiar picnic spot.

Reena: Isn’t it beautiful to feast one’s eyes on the thick forests of deodar trees
climb the slopes?

Niren What Outdoor Games activities did you enjoy during the weekend?

Prema: Khajjiar picnic spot is so refreshing to find everything good, pollution free
environment and quiet. Never seen such a Scenic ,scenic mountain in India.It is
Great place for Honeymooners

Niren: Yes. Watch those ponies going inside the trees. It seems they have all the
time in the world. We can enjoy horse riding.

Ranjan: I am not sure whether I would not have liked to have been a farmer, growing
crops, keeping chickens instead of leading the high speed life of a business
executive.

Reena: I think You would not be bored with in three days, Ranjan. There is so much of
picnic activity like powered paragliding. A para glider can enjoy the real fun. I will
see Zorbing for the first time.

Reena I think we will take a look at the . Kids play area at the end of the ground

Ranjan Right. Then we’ll meet you girls after an hour of pony Ride.

After an hour they meet again at the edge of the lake.

Ranjan I am Astonished.. I have never seen such a picnic spot.

Ranjan What about Lunch Boxes , Can we leave it in the car.

Reena We’ll get Lunch Boxes out of the car?

Niren While you are getting it, I’ll take a little nap sleep before lunch. Wake me up
when all is ready, will you?

Ranjan I’ll help the girls. You go to nap sleep.

103
Prema Do you think that the carbonated drinks will still be cold?

Ranjan I’ll dip them in the cold water to cool them again

Reena Here are the carbonated drinks bottles, Ranjan.

Prema Shall we lay out the lunch boxes under that tree?

Reena I hope we won’t have bird droppings in our food.

Ranjan In that case, let us sit in the ground over there.

Reena There, everything is laid out. Ranjan, go and wake up that lazy fellow Niren.
http://hubpages.com/hub/English-Conversation---A-Picinic

Now Plan one of these activities with your classmates, you can vary the
activity according to your preferences, but you need to arrange everything
in English.

Going out with friends

104
Outdoor Games Activities Drink coffee

Having dinner eating out

Take notes of your party planning Here:

http://hubpages.com/hub/English-Conversation---A-Picini

105
BIBLIOGRAPHY

Electronic Sources

AudioNet.comhttp://www.audioenglish.net/englishlearning/english_roleplay_railway_tr
avel_2.htm. http://www.audioenglish.net/english-learning/type_roleplay.htm: October
the 19th, 2010.

Business English Lessons for ESL Teachers:eslflow webguide.Credit card business


english lesson incl.listening. Related Dialogues and Roleplays ... Vocabulary exercises
for e-busines (PDF). Business introductions ...
www.eslflow.com/BusinessEnglish.html .

Chris Gunn. Information Gap, Survey, Simulation, and Vocabulary Worksheets. En


http://bogglesworldesl.com/shopping-lesson-plan.htm. Consulta: 6 de Octubre 2010.

EFL Activities for kids, ESL Printable Worksheets. Resources for ... www.english-
4kids.com www.esl-galaxy.com. 2010.19th OCTOBER 2010. Futonge N. Kisito,
webmaster, english-4kids.com.

English Conversations / Dinner Party Ideas


Improve English Speaking through everyday conversations about Dinner Party Ideas I
have written a ... Ranjan goes to the door and receives party guest.
...hubpages.com/.../English-Conversation---A-Dinner-Party –

English for the Food Service Industry Introduction to Essential English ...
esl.about.com/.../businessenglishdialogues/Business_English_Role_Plays_Dialogues.
htm.

ESL Conversation Questions - Jobs & Occupations (I-TESL-J)


A Part of Conversation Questions for the ESL Classroom. Related: Self-employment
.... What other fields or work will that job make you qualified for?
...iteslj.org/questions/jobs.html

106
ESL-galaxy.com Website Search. Quizzes/advanced/compound. 2009.
OCTUBER1011:22. .AM.http://www.englishmedialab.com.

ESOL Customer Service Training Curriculum


Developing Communicative Competence. ProLingua: Brattleboro. Lanternfish ESL.
1997. In Lanternfish. Retrieved June 2007, from www.bogglesworldesl.com.
www.dllr.state.md.us/gedmd/esolcirr/CustomerServiceCurriculum.

ESL test: Work and job expressions


Work and job expressions. ESL test for intermediate level students ... Click for Answer
esl test: work and job expressions (questions) ...
www.english-test.net/esl/learn/english/.../esl-test.php

Frequency Adverbs Multiple Choice.Frequency Adverbs Multiple Choice.2007. 19th


OCTUBER 2010.www.teach-esl.lbcc.cc.ca.us/eesllessons/adverbfreq/adfreqz.htm -

Group Risk Assessment Conversation and Experience Transfer (GRACE)


KA Vassmyr - 2006 - Citado por 1 - Artículos relacionados
Real accidents are presented in a format purpose built for experience transfer among
first level leaders and their work force, with emphasis on visual ...
www.onepetro.org/mslib/servlet/onepetropreview?id=SPE

HostGator. Board game sheets for teaching ESL and EFL and science. 2002.
bogglesworldesl.com/wordsearches.htm. Consulta: 4 de Octubre 2010.

Index of flashcards. ESL Season Flashcards. Parent Directory.


bogglesworldesl.com/flashcardsESL/. Consulta 11 de Octubre.2010.

Lanternfish. Directions to a Restaurant: ESL Role-play. 2007. Practice for superlatives,


nationalities, and directions. http://bogglesworldesl.com/directions.htm. Consulta: 11
de Octubre 2010.

107
Match the jobs on the left to their definitions on the right ... 2010. Futonge Kisito,
webmaster, esl-galaxy.com. 19th October 2010. http://www.esl-galaxy.com/

MES-English - ESL/EFL resources for teachers www.mes-english.com

Pictures for short role plays in random business ... Information/request role-play
exercises and dialogues airlines ... Business introductions roleplay worksheet (PDF) ...
Oral English Activities: resources for teachers ...
www.eslflow.com/roleplaysdramatheatregames.html

Roleplays & drama games for ESL teachers: eslflow webguidejavascript:void(0)

Saunders, S. 2004. ESL Conversation Questions. Retrieved November, 2006, from


www.esljunction.com/conversation_questions/work.html.
Smith, L. B. 1995. In Activities for ESL Students. Retrieved May, 2007.
http://a4esl.org/q/h/employ/applic.htm.

Speaking and Pronunciation - Better English for everyone


Free online lessons and activities in conversation, vocabulary, pronunciation, .... with
interactive and downloadable exercises to help you build your ..... job interviews and
cover letters; resources include Business English Writing ...
www.betterenglish.org.ph/.../Pronunciation.htm -

Tico Times News Paper. Monday, October 18, 2010 - By The Tico Times

Travel English: English for tourists, English for travel, travel.


http://www.teachchildrenesl.com/flashcards.htm. Consulta: 17de October 2010.

108

También podría gustarte