BPO Training

2017
13-day-Course Outline

 Day 1: Making Introductions & Greetings

 Expressions; vowels and consonants
 Day 2: Flights and Airfares
 Appropriate questions; rising-falling information; /i/ and /iy/ sounds
 Day 3: Dead Air
 Expressions; /ey/ and /e/ sounds; yes/no questions
 Day 4: Vacation packages & discounts
 / / and /ow/ sounds; circumflex pattern; tag questions
 Day 5: Car Rentals
 Customer Care; /ae/ and /a/ sounds; intonation patterns;
13-day-Course Outline

 Day 6: Small Talk

 / / and /a/ sounds; subject-verb agreement
 Day 7: Suggestions
 Expressions; /u/ and /uw/ sounds
 Day 8: Assistance and Instructions
 /p/ and /f/ sounds; sentence stress / emphasis
 Day 9: Handling direct flight
 /b/ and /v/ sounds; intonations
 Day 10:: Special Offers and Discounts
 /p/ and /b/ sounds; stress and intonations
13-day-Course Outline

 Day 11: Options and Verb tenses

 /k/ and /g/ sounds; rhythm of speech
 Day 12: Cancelling and Rescheduling Flights
 Paraphrasing; /t/ and /d/ sounds
 Day 13: Handling Complaints
 /s/ and /z/ sounds; word or sentence stress
13-day-Course Schedule

 February 6: Day 1 & 2

 February 8: Day 3 & 4
 February 13: Day 5 & 6
 February 15: Day 7 & 8
 February 20: Day 9 & 10
 February 22: Day 11 & 12
 February 27: Day 13 & Assessment

*”Day” will cover two hours each; Four hours daily

What to expect

 Participation: no participation will be release out of the class

 Absence: Only one excused absence is allowed
 Missed days must be covered with assigned work according to schedule
 Otherwise, you must retake the class or no certificate will be received
Day 1: Making Introductions & Greetings

 How to introduce yourself

 Formal & Informal
/e/, /i/, /iy/

 Fell  Fill  Feel

 Red  Rid  Read
 Ben  Been  Bean
 Etch  Itch  Each
 Ten  Tin  Teen
 Pet  Pit  Peat
/e/, /i/, /iy/

 Tell  Till  Teal

 Speck  Spick  Speak
 Bed  Bid  Bead
 Wretch  Rich  Reach
 Bet  Bit  Beat
 Fell  Fill  Feel
/ae/, /o/, /u/

 Hat  Hot  Hut

 Cap  Cop  Cup
 Back  Bock  Buck
 Rat  Rot  Rut
 Mad  Mod  Mud
/ae/, /o/, /u/

 Cad  Cod  Cud

 Pat  Pot  Putt
 Cat  Cot  Cut
 Lack  Lock  Luck
 Sack  Sock  Suck
WEAK “T”

 Butter  City  Flatter

 Attic  Daughter  Matter
 Beauty  Hated  Letter
 Dating  Totem  Internet
 Fatter  Pointed  Meter
 Atom  Batted  Cater
 Cutting  Better  Pointed
GLOTTAL “T”

 Button  Fatten
 Rotten  Botany
 Cotton  Trenton
 Kitten  Baton Rogue
 Forgotten  Eaten
 Latin  Mountain