day 18.pdf

7/26/2019 DAY 18.pdf

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Sykes Academy ǀ

Day 18

1

DAY 18

Not up to scratch

If something or somebody is not up to scratch, they are not as good as they should be

Example:

“The customer is asking for another plan because his was not up to scratch.”

7/26/2019 DAY 18.pdf


Sykes Academy ǀ Day 18

GIVING INSTRUCTIONS

Instructions can be given in many ways. A list with the imperative form of the verb and

words such as "first, "then, "next" is one common way. Continuous text using the present tense

form of the verb with you and should is another common way. Make sure you distinguish between

giving instructions - that is, telling someone how to do something - and describing a process - that isdescribing how something happens.

Sequence

Sequence or order is important in giving instructions. The table below shows some commonexpressions used.

Firstly, The first step is Simultaneously, While

First of all, The first stage is Secondly, Thirdly etc After this,

To begin with, begins with Next, The next step is

Initially commences with Then, In the next stage,

Beforehand, Before this, Subsequently, In the following stage,

Previously, Prior to this, Later, Following this,

Earlier, During Eventually, until

At the same time, When this happens Lastly finishes with

In the last stage, The last step is Finally, concludes with

7/26/2019 DAY 18.pdf


Sykes Academy ǀ Day 18

PRACTICE

In pairs, try to explain to a customer how to do the following. Take notes and compete against yourclassmates to give the clearest and best instructions. The instructor will choose a pair.

REMEMBER to use the expressions to give instructions.

1. Explain to a customer how to send an e-mail.

2. Explain to a customer how to turn off his computer.

3. Explain to a customer how to turn off his cell phone.

4. Explain to a customer how to send a text message with his cell phone. Here are the instructions:

Steps to send a text message

1. Access the main menu on your cell phone.

2. In menu, select "Messages".

3. Go to "Create new message" and hit select.

4. If you choose to use T9, make sure your phone is set to "T9 mode".

5. Enter in your message, using the letters located on the keypad.

6. To send your completed message, go to "Options" and select "Send".

7. If prompted to specify the number that you are sending the message to, either directly enter inthe message receiver's number OR access "Phonebook" and select the message receiver'snumber.

8. After selecting the message receiver’s number, hit "Send" to send the message.

9. Wait to confirm that the message has been sent.

7/26/2019 DAY 18.pdf


Sykes Academy ǀ

Day 18

READING ALOUD

In pairs, read the following text aloud. Make sure you use the appropriate pronunciation

and intonation.

Don't wait until it is too late!

Foreclosure Consequences:

If your home is foreclosed, you lose your home and all the money you have invested in it. Inaddition, the foreclosure goes on your credit bureau record and may affect your ability to obtain

another mortgage in the future.

A foreclosure, short-sale or a deed-in-lieu of a foreclosure also could have adverse tax consequencesfor you. Consult your tax advisor for details.

Contact a Capital One Mortgage ServicingProfessional today at (877) 423-5117

Mon - Thur: 8am - 11pm ET Fri: 8am -7pm ETSat: 9am - 1pm ET

If you would like to speak with a certified, independent housing counselor, you may find onethrough the U.S. Department of Housing and Urban Development Housing Counseling Line (800)569-4287. You may also locate information about a certified, independent housing counselor, at:http://www.hud.gov/offices/hsg/sfh/hcc/hcs.cfm.

In addition to HUD counseling, several states offer unique counseling or financial assistanceprograms. Please check with the state in which you live to see if such programs are offered.

7/26/2019 DAY 18.pdf


Sykes Academy ǀ

Day 18

PRONUNCIATION PRACTICE

Pronunciation Dominoes

As in normal dominoes, like pairs must be put together. So, for example, 'saw' can be put next to 'law'.

http://www.esl-lounge.com/pronunciation/prondominoes

Liked Walked

Listened Looked

Talked Chatted

Arrived Traveled

Washed Played

Tried Painted

Studied Danced

Lived Answered

Helped Laughed

Attended Watched

Jumped Fainted

Washed Touched

Incorporated Claimed

Borrowed Popped

7/26/2019 DAY 18.pdf


Sykes Academy ǀ

Day 18

Sounds in Pictures

7/26/2019 DAY 18.pdf


Sykes Academy ǀ

Day 18

SPEAKING PRACTICE

Role Play cards “Telephoning” Names and Numbers

Student A: (Your partner will start the call.)

Introduce yourself and which company you are calling for and then ask the person you are speaking with if you can have an address to send them a package for Mr. Frederickson.

(Spell it.) (Write it down and check your answer later.)

Thank your partner for the information.

Student B: (You start the call.)

Answer the telephone using your name and your company’s name.

Write down the name and then give your partner the following information.

Crown Field Street Suite 21b Kingstown, England QZ 027

Ask partner if there is anything else you can do

for them and then close the call.

Student A: (Your partner will start the call.)

Introduce yourself and which company you are calling for and then explain that you are calling

to enquire about a shipment you have not received.

Tell your partner that the order is for Mr. Whitman (Spell it.) Give the client number B2B 17890.

Write the tracking number down. (You will check the answer later.)

Thank your partner and say you will check the order.

Student B: (You start the call.)

Answer the phone using your name and your company’s name.

Apologize to your partner, and then ask them to give you the name and client number.

Write this information and say it will take a moment. (Check the answers later.)

Then, give your partner the tracking number for the shipment.

TRKNUM 21110676889 Ask partner if there is anything else you can do

for them and then close the call.

MAKE VS. DO (Review)

Do the following exercises:

http://enjoyenglish.free.fr/english/ageless/makedo/makedo1.htm

http://www.bbc.co.uk/worldservice/learningenglish/youmeus/quiznet/newquiz111.shtml

http://a4esl.org/q/h/lb/domake.html










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