csrtraining-121125123658-phpapp02.docx

csrtraining-121125123658-phpapp02.docx - 13 Sessions 2010...

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13 Sessions 2010 Miranda & Associates Skills Training Mgt. Miranda & Associates ACCENT, CONVERSATION, GRAMMAR This module is designed to train students of “100 Hour Call Center Finishing Course.” It is complete with specific task for the day with objectives on it. Along the way they are given ample time to prepare to speak based on a situation in dealing with customers. Their grammar and accent is checked as well as their customer service transaction skills. These are applied using an assessment tools to determine the progress of the skills. Customer Service Representative Training Module
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2 Miranda and Associates Language Management Services btltsmdpsbfttmsbcpf10t Customer Service Representative Training Module (For classroom training purposes only. Not for Sale.)
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3 Miranda and Associates Language Management Services btltsmdpsbfttmsbcpf10t DAILY TRAINING REQUIRED ELEMENTS TASK FOR THE DAY PREPARE TO SPEAK LEARNING GRAMMAR FUNCTIONS APPLY THE SKILLS ASSESSMENT THE OBJECTIVES
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4 Miranda and Associates Language Management Services btltsmdpsbfttmsbcpf10t Session 1 1. Scope: Students at this point will be able to learn the American accent rules but will heavily focus ‘T’ and Th’ sound. Throughout the course of Session 1, the teacher will be highly sensitive to the application of these sounds. On other areas, students will learn the proper way introducing others as well as be able to correctly use verbs. In addition, it is but proper tha they learn how to appropriately use expressions in conversation where they are expected last for 15 minutes using three different stages, namely: warm up, long turn, and examination. At this stage, students will be able to learn how to quickly analyze a sentenc and answer it according to its nature. They will learn how to predict, create opinion, judge combine these elements and come up as a good conversationalist. 2. Strategies and approaches for this session: 2.1 Discussion 2.2 Audio-visual for listening and speaking 2.3 Dyad, Triad, group 2.4 Simulation 2.5. Assessment 2.6 Memorization 2.7 Research/Take-home task 2.8 Demonstration/Reporting 2. Tasks: 1.1 Speak using correct ‘T’ and ‘Th’ sounds 1. 2 Introduce others correctly 1.3 Use correct verb-timeline 1.4 Use formal and informal expressions 1.5 Speak using warm-up, long-turn, and cross examination with sentence analysis 1.6 Role-play using a conversation 1.7 Speak well using correct accent rules
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5 Miranda and Associates Language Management Services btltsmdpsbfttmsbcpf10t 3. OBJECTIVES: 2.1 To introduce oneself and others using formal or informal expressions 2.2 To carry on a conversation from beginning to end using appropriate expressions 2.3 To introduce the correct ‘T’ and ‘Th’ sounds 4. PREPARE TO SPEAK 3.1 Accent: The ‘Th’ (Play CD cf. CD#6) Target: The ‘Th’ Title: The Thessalonians The Thessalonians believers thank the Lord for thousands of people thriving in their amphitheatre every Thursday at three. This must be due to thematic theme about theism and hypothetical theory
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