VOCABULARY EXPANSION

FLUENCY PRACTICE 2

•SESSION D
In our previews class, we discussed:
Customer Service activities involve various tasks and
responsibilities aimed at assisting customers and
providing them with satisfactory solutions. Here are
some typical activities performed by customer service
representatives:
Answering Inquiries
Problem Resolution

Order Management
Technical Support
Product Knowledge and
Upselling
Documenting and Logging
Interactions

Escalation Handling
Continuous Learning and
Development
 CUSTOMER SERVICE
SCENARIOS

SCENARIO 1
CUSTOMER

Hello, I have a problem with my recent purchase. I ordered a product

online, but it arrived damaged. What can I do about this?

Representative

I'm sorry to hear that your product arrived damaged. I'll be happy
to assist you with this issue. Can you please provide me with your
order number?
Intonation plays an important role during problem
resolution conversations as it can convey empathy,
understanding, and a willingness to help.
 Empathetic Tone: When a customer explains their issue or
expresses frustration, using a warm and empathetic tone can
help convey understanding. This includes using a soft, gentle
tone and a slight downward inflection to show empathy and
reassurance.

"I understand how frustrating it can be when a product arrives damaged."

 Active Listening Tone: Demonstrating active listening
through intonation can help customers feel heard and
understood. Using upward inflections at appropriate points
and using vocal cues like "mmm," "okay," or "I see" can
show that you are actively engaged in the conversation.

"I hear what you're saying. Let me make sure I have all the details correct."
Confident and Assuring Tone: When providing a solution
or offering assistance, using a confident and reassuring tone
can help instill trust in the customer. Using a steady, calm
tone with a slight downward inflection can convey
competence and assurance.

"I assure you that we will resolve this issue for you. Let me check our available
options."
 Problem-Solving Tone: When discussing potential
solutions or troubleshooting steps, using a problem-solving
tone can show your willingness to help the customer find a
resolution. Using a slightly more animated tone with varying
inflections can convey a sense of proactive problem-solving.

"Let's explore a few options together to ensure we find the best solution for you."
Sales Pitch Practice
A sales pitch is a persuasive presentation or
conversation aimed at promoting a product,
service, or idea to potential customers or clients.
PITCH 1

Are you tired of long waits and complicated

processes when it comes to managing your
healthcare? Introducing PharmaCare, a
revolutionary pharmaceutical service designed
to simplify and enhance your healthcare
experience.
Fluency Building
Strategies
What is fluency?
Fluency refers to the ability to communicate in a
language smoothly, accurately, and effortlessly.
Techniques for improving verbal fluency and
reducing hesitation.
Active Listening
Practice 1
You will hear an audio, ONLY ONCE, The type
exactly what you hear.
AUDIO 1
Today is November 26th.
AUDIO 2
It snowed all day today.
AUDIO 3
The snow is beautiful.
AUDIO 4
The snow finally stopped.
AUDIO 5
My sister and I are excited.
AUDIO 6
My mom puts on my scarf.
Practice 2
 You will hear an audio with a full paragraph,
ONLY ONCE, TheN type exactly what you hear.
 My flower garden

My name is Anne. I love flowers. I have a flower garden. My garden is in front of my house. My neighbor has a garden too. My garden has different types of flowers. I have

roses in my garden. I have tulips in my garden. I have petunias in my garden. My garden has different colors. I plant red flowers. I plant orange flowers. I plant blue flowers. I

plant purple flowers. I take care of my garden. I water my garden every day. I kill the weeds in my garden. I kill insects that eat my flowers. I love my beautiful garden.
Today, we’ll focus on:

VOCABULARY EXPANSION

FLUENCY PRACTICE 2
Vocabulary Expansion
 vocabulary expansion is important because it strengthens
communication skills, enhances comprehension abilities, boosts
confidence, facilitates academic and professional success, fosters
critical thinking, promotes cultural understanding, improves
reading comprehension, and contributes to personal growth and
intellectual stimulation. Investing time and effort into expanding
your vocabulary is a worthwhile endeavor that will benefit you in
numerous aspects of life.
PRACTICE 1

CROSSWORD PUZZLE
 1
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8. ESCALATION
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PRACTICE 2

Rapid-fire question-
and-answer sessions.
 Smooth and
natural speech flow
Read each question carefully and try to
provide an immediate answer. Aim to
respond within a few seconds for each
question.
Don't worry about being perfect or
knowing every answer—just do your
best to think quickly and respond
confidently.
 Ready?
LET’S GO
1
What is the capital of France?
France

Name three
red, primary
blue, colors.
and yellow.

Jane Austen.
Who wrote the novel "Pride and Prejudice"?
What is the chemical symbol for gold?
Au
2 Which planet is known as the "Red Planet"?
Mars
What is the tallest mountain in the world?
Mount Everest.
Who painted the famous artwork "Mona Lisa"?
Leonardo da Vinci
How many players are on a basketball team?
5
3
What is the capital of Australia?
Canberra
What is the largest planet in our solar
system?
Jupiter
What is the world's longest river?
The Nile River.
Who wrote the play "Romeo and Juliet"?
William Shakespeare.
PRACTICE 3

Word Roots
Word Roots
They are the core elements from which many words are
derived. Understanding word roots can help in deciphering
the meanings of unfamiliar words and expanding your
vocabulary. Here are some common word roots and their
meanings:
 Root Meaning
Bio Life

EXAMPLES biology biography antibiotic

In my biology class, we learned about the intricate workings of cells and the fascinating
processes of life.

I thoroughly enjoyed reading the biography of Marie Curie, a remarkable scientist whose
discoveries revolutionized the field of physics and chemistry.

The doctor prescribed me an antibiotic to treat the bacterial infection and help alleviate
my symptoms.
 Root Meaning
Chron time

EXAMPLES chronology chronic synchronize

The historian arranged the events in chronological order to provide a clear timeline of the
historical period.

She has been dealing with chronic back pain for years, requiring ongoing medical
treatment and management.

The dancers worked hard to synchronize their movements, creating a visually stunning
and cohesive performance.
 Root Meaning
Derm skin

EXAMPLES dermatology epidermis hypodermic

My sister decided to pursue a career in dermatology, specializing in the diagnosis and

treatment of various skin conditions.

The epidermis is the outermost layer of the skin, serving as a protective barrier against
external factors.

The nurse used a hypodermic needle to administer the medication subcutaneously,

ensuring a quick and direct delivery into the underlying tissues.
 Root Meaning
Geo earth

EXAMPLES geography geology geophysics

Studying geography helped me gain a deeper understanding of the

world's diverse landscapes, climate patterns, and cultural differences.

The geology field trip allowed us to examine rock formations, learn about
the Earth's geological history, and observe the effects of erosion.

Geophysics combines principles from physics and geology to study the physical properties
of the Earth, such as seismic activity, magnetic fields, and gravitational forces.
 Root Meaning
Hydro water

EXAMPLES hydrology hydroelectric dehydrate

Hydrology is the scientific study of water, including its distribution, movement, and
properties in various forms, such as lakes, rivers, and groundwater.

Hydroelectric power plants harness the energy of flowing or falling water to

generate electricity, providing a renewable and sustainable energy source.

During intense physical activity, it is crucial to stay hydrated and avoid

dehydrating the body by replenishing fluids lost through sweating.
 Root Meaning
Tele distant

EXAMPLES telephone television telecommunication

Before the era of smartphones, people relied on telephones to

communicate with one another, using voice transmission over a distance.

Television revolutionized the way we receive information and entertainment,

allowing us to watch news, shows, and movies from the comfort of our homes.
Advancements in telecommunication technology have greatly enhanced
global connectivity, enabling seamless communication across long
distances through various channels, such as telephone, internet, and
satellite systems.
 Root Meaning
Morph form

EXAMPLES morphology metamorphosis amorphous

Linguists study the morphology of languages, analyzing the structure

and formation of words and how they convey meaning.
The caterpillar undergoes a remarkable metamorphosis, transforming into
a beautiful butterfly through distinct stages of growth and development.

The artist created an abstract sculpture with amorphous shapes, defying

conventional forms and embracing a fluid and undefined structure.
 Root Meaning
Aqua water

EXAMPLES Aquarium Aquatic Aqueduct

Visiting the aquarium was a mesmerizing experience, as I marveled

at the vibrant array of fish, sea turtles, and other aquatic creatures
The study of aquatic ecosystems is essential for understanding the
delicate balance of life in lakes, rivers, and oceans.

The ancient aqueducts of Rome showcased remarkable engineering prowess,

efficiently delivering water to the city and sustaining its population.
FLUENCY
PRACTICE
Here are a few practice scenarios for
conversations and discussions
related to call centers.
 Placing an Order
Customer: Hello, I would like to place an
order for a new laptop.

Call Center Representative:

Of course, I can assist you with that.
May I have your name and the model
of the laptop you're interested in?
 Troubleshooting Assistance
Customer: Hi, I'm having trouble connecting to the
internet on my computer. Can you help me
with that?

Call Center Representative:

Certainly, I'll do my best to assist you. Could you please
provide me with some details about the issue you're
facing and any error messages you're receiving?
 Product Information Request
Customer: Good morning. I'm interested in buying a new
smartphone. Can you give me some information
about the latest models you offer?

Call Center Representative:

Absolutely, I'd be happy to help. Our latest models
include [model names] with features such as [list
features]. Is there anything specific you would like to
know or any particular requirements you have?
 Handling a Complaint
Customer: I would like to speak to a supervisor. I have been
experiencing multiple issues with the product I
purchased.

Call Center Representative:

I'm sorry to hear that you're facing difficulties. I'm here
to assist you. Could you please provide me with more
details about the issues you're encountering?
 Ordering Food at a Restaurant
Customer: Good evening. I would like to order a pizza,
please.

Waiter/Waitress:
Certainly! What kind of pizza would you like? We have
options like margherita, pepperoni, and vegetarian.
 Asking for Directions
Tourist: Excuse me, can you help me find the nearest
train station?

Local Resident:
Of course! Just go straight ahead, and you'll see the train
station on your left.
 Planning a Weekend Activity
Friend 1: Hey, what do you want to do this weekend?

Friend 2:

How about going to the park for a picnic and playing

some outdoor games?
 Making Travel Arrangements
Traveler: I'm planning a trip to Paris. Can you help me
book a flight and find a hotel?

Travel Agent:

Absolutely! Let me check the available flights and hotel

options for you.
COMPREHENSIO
N
PRACTICE 1

READING
COMPREHENSION
Read the passage and answer the questions in
the chat
John is planning a trip to the beach. He wants to enjoy the
sun, swim in the ocean, and build sandcastles. He will bring
his beach towel, sunscreen, and a bucket and spade. He also
wants to have a picnic, so he will pack some sandwiches and
fruit. John is excited about his beach day!
 Questions:
Where is John planning to go?
to the beach
What activities does he want to do at the beach?
to enjoy the sun, swim in the ocean, and build sandcastles

What items will John bring with him?

his beach towel, sunscreen, and a bucket and spade
What does John want to do during his beach day?
He wants to have a picnic
PRACTICE 2

Listening
COMPREHENSION
Listen to the audio and answer the
questions in the chat
John is planning a trip to the beach. He wants to enjoy the
sun, swim in the ocean, and build sandcastles. He will bring
his beach towel, sunscreen, and a bucket and spade. He also
wants to have a picnic, so he will pack some sandwiches and
fruit. John is excited about his beach day!