What kind of English do you speak?

Point to Ponder:How do you think geography affects the development of a language?

1. We adopt how the people in our home, community speak. We are social beings, and in order to conform to our society, we try to imitate what we hear.

2. English has become global, and our aim must be to be understood generally by almost everyone, not to acquire a British or American accent.

I am Canadian Video

Translation Game5 minutes

Practice

Biscuit Cookie

Cinema Movie theater

BRITISH AMERICAN

Chips French fries

BRITISH ROUND

Sweets Candies

Crisps Potato Chips

BRITISH AMERICAN

Flat (noun) Apartment

Lift Elevator

Petrol Gas station

Dustbin Garbage can

Pub Bar

BRITISH AMERICAN

Queue Line

Newsreader Newscaster

Torch Flashlight

Chemist Drugstore

BRITISH AMERICAN

Rubber Eraser

Fag Cigarette

Smashing! Terrific!

Eh? Don’t you agree?

Loonie 1 dollar coin

CANADIAN AMERICAN

Toonie 2 dollar coin

Pop Soda

Serviette Table napkin

Toque Winter cap

Canuck Canadian

CANADIAN AMERICAN

Double-double 2 cream 2 sugar

Housecoat Bathrobe

Hydro Electricity

How do you pronounce these in British?

Worcestershire /wästähshä/

Water /wättäh/

Center /sentäh/

Harry /häry/

The caller asked for the color of my collar.

Filipino English

Module 1

We tend to transliterate (think in Filipino and translate it word for word in English)

This is not effective because the structure of sentences in Filipino is different from English

Example:Buksan mo ang ilaw- Open or close the lightBumaba ng jeepney- Go down the jeepneyNung isang araw- The other day

Literal translation

1. Pumupunta ako doon araw-araw

2. Dadaanan kita ng alas sais

3. Ewan ko sa kanya

4. Bakit ngayon ka lang?

1. I am going there everyday

2. I’ll pass for you at six

3. I don’t know to her

4. Why are you now only?

Filipino English

1. Avail of

2. Fill up this form

3. Pull out your account

4. For a while/ For a moment

5. Go here

6. Hold on the line

7. I’ll go ahead

8. Routinary

9. Salvage

Standard English

1. Take advantage

2. Fill out this form

3. Pull up your account

4. One moment (informal)

5. Come here/Go there

6. May I put you on hold?

7. See you later

8. Routinely

9. Save

Others1. Branding- mongol, pampers, colgate, Jollibee

2. Redundancies-a. Repeat it again

b. Color yellow

c. Month of January

d. Reason why is because

e. Free gift

f. 8am in the morning

g. Moral lesson

h. If, in case

i. Not unless

• Can I speak with?

• Do you mind?

• I’d like to ask for an apology.

• Let’s take lunch.

• Tuck out

• She delivered her baby.

• Hand carry

• Senatoriable

• Under Mr. Johnson

• One participant only

• Go already!

• Actually, basically---

• May I speak with?

• Yes, it’s ok.

• I apologize.

• Let’s eat lunch.

• Untuck

• The doctor delivered her baby.

• Carry-on luggage

• Senatorial candidate

• Part of Mr. Johnson’s class

• Only one participant

• Go!

• -- fillers

Deadly Sins of Call Center Grammar

That one or this one

I already updated that one

I’ll help you with this one

We need to wait for that one

I apologize for that one

I need to make sure for that one (?)

Be more specific

Your issue/your problem

• Don’t say, “I will help you with your issue.”

Or “I will help resolve your problem.”

• Say, “this issue or this problem”

“your issue” sounds very personal, compared to “this issue” which separates the customer from the issue

Outbound calls building rapport

Don’t say “how are you doing today?”, even before you introduce yourself

Cust: Hello?

Agent: Hi, how are you today?

Cust: Huh? Who’s this?

Sample grammar lapses among agents

• It’s already update for that one

• It’s closed the batch already

• When asked, “Do you mind—” your answer was, “Yes, it’s okay”

• He’s calling all over again

• We deposited an amount to your bank account but it did not went through

Be mindful of your sentence construction and verb tenses

Let’s Talk About Your Own AFIs!

Common Errors During Assessment

Grammar

1. Subject-verb agreement/ Plurality

a. Informations

b. Credit card protections/ a credit card protection

c. They has a president

d. The first part of the clips

e. One of the call

2. Verbs

a. What happened is

b. I need to focused

c. The company close

d. Open the phone/ terminal (turn on)

3. Prepositions

a. Please verify me the address

b. And unexpected, I was hired Media Link

4. Fillers

a. Uhm, ahh

b. Actually, basically

c. Drags the last syllable or word of a phrase to prolong sentence

5. Redundancies

a. Can be able

b. If, in case

c. Repeat and repeat and repeat

Pronunciation

1. /TH/ the, there, those, these, that, thought

2. /u/ big backs or big bucks?

3. /t/ script, fact, shift

Negative Wording

1. Unfortunately, we can’t upgrade your plan.

“We can upgrade your plan after 2 months.”

2. You did not pay your bill.

“No payment has been posted for this month.”