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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.”
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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
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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.
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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.
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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
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Sykes Academy ǀ
Day 18
Sounds in Pictures
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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