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DAY ONE AGENDA
1. Military Phonetic Alphabet/Telephone Alphabet
2. Symbols
3. Numbers
4. Parts of Speech
5. Consonant Sounds
6. Vowel Sounds
7. Diphthongs
8. Listening Strategies
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
YOUR WORKSPACE AND TOOLS
The NATO phonetic alphabet or military alphabet, more accurately known as the
International Radiotelephony Spelling Alphabet, is the most widely used spelling
alphabet. The International Civil Aviation Organization (ICAO) has assigned code
words to the letters of the English alphabet so that critical combinations of letters
and numbers can be pronounced and understood despite language barriers or
transmission static.
This alphabet contains 26 code words as follows:
What is the NATO or Military Phonetic Alphabet?
ALFA or
ALPHA
/ælfə/
BRAVO
/brɑvoʊ/
CHARLIE
/tʃɑrli/
DELTA
/dɛltə/
ECHO
/ɛkoʊ/
FOXTROT
/fakstrat/
GOLF
/ga:lf/
HOTEL
/hoʊtɛl/
INDIA
/ɪndiə/
JULIET
/dʒuliət/
KILO
/kiloʊ OR
kɪloʊ/
LIMA
/limə / OR
/lima/
MIKE
/maɪk/
NOVEMBER
/noʊvɛmbər/
OSCAR
/a:skər/
PAPA
/pa:pə/
QUEBEC
/kwɪbɛk
ROMEO
/roʊmioʊ/
SIERRA
/siɛrə/
TANGO
/tæŋgoʊ/
UNIFORM
/yunəfɔrm/
VICTOR
/vɪktər/
WHISKEY
/wɪski/
X-RAY
/ɛksreɪ/
YANKEE
/yæŋki/
ZULU
/zulu/
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
Spell the following last names. Use:
K as in_______ or K for_______.
KELLERMAN LYNCH WEYERHAUSER NOLAN
SCHWEINSTEIGER BUNTING HARARY PARKER
STROMBERG RYFFEL RIBLEY PHYLLIS
SELTZER HUGHES RUSSELL CAMPBELL
CARTER BENNETT TURNER EVANS
PIERCE JONES WRIGHT CZYZEWSKI
WEINSTOCK HERMAN GLYNN READE
SCIASCIA GALLAGHER BARTON GRIMES
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
1. Asking someone to spell a word, name or
last name
• Could you please spell your last name for me?
• I’m sorry I didn’t quite understand your first name. Can
you please spell it out for me?
• Would you mind spelling the word for me?
DON’T EVER say “Spell me”. If you say that, then the answer
would be M-E. Be sure to say “Spell your name for me.”
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
Troublesome
sounds for Spanish
speakers
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
CASE 1: /b/ vs /v/ as MINIMAL PAIRS. A minimal pair
is two words that differ in only one sound. Example: BOAT /boʊt/ and VOTE /voʊt/
BILABIAL /b/ Upper and lower lips
pressed firmly together
LABIODENTAL /v/ Lower lip
and upper teeth with same position as for /f/
BEER VEER
BOAT VOTE
BASE VASE
BERRY VERY
BENT VENT
BOWELS VOWELS
BEST VEST
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
MINIMAL PAIRS /b/ vs /v/ PRACTICE
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
/b/ /v/
BALE VAIL
BANE VEIN
BAT VAT
BENT VENT
BID VID
BILE VILE
BOLT VOLT
BOWELS VOWELS
CURB CURVE
DUB DOVE
GIBBON GIVEN
DRIBBLE DRIVEL
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
Practice: Identify and practice phonemes /b/ and /v/.
CASE 2: C /si/ vs Z /zi/
“C as in Charlie or Z as in Zebra?”
ENVIRONMENT 1:
between two vowels : /s/ is usually
pronounced /z/ when it occurs
between two vowel sounds:
ENVIRONMENT 2 If the
spelling Pattern “se” comes after a
vowel, it is usually pronounced /z/.
ENVIRONMENT 3 Final “s”
as the plural form or third person
singular form:
MUSIC USE CARS
REASON THESE LOVES
SEASON LOSE CUBICLES
COUSIN CAUSE PHONES
DISEASE CHOOSE CUSTOMERS
EASY PHASE GUIDELINES
ROSE TEASE IS-WAS-HAS
http://www.englishpronunciationp
od.com/podcast_44.html
Exceptions: promise, house,
mouse, lease
Exceptions: CUPS-DATES
TAKES-WAITS: p-t-k-f endings
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
CASE 3: “th” sounds /θ/ vs /ð/
Voiceless “th” /θ/ Voiced “th” /ð/ Lower lip and upper teeth with same
position as for /f/
BEGINNING MIDDLE END BEGINNING MIDDLE END
thank toothache Ruth that feather breathe
thumb healthy oath those either bathe
therapy truthful mouth them although scathe
thirty pathway strength there father loathe
toothpick athlete bath this another clothe
three birthday ninth they brother smooth
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
CASE 4: “S” sounds at the beginning of a word
and before a consonant
Avoid “aspiration” as “speak” vs “(es)speak
CLUSTERS at the beginning of
a word
/sp/ SPEAK
/st/ START
/sk/ SCHOOL
/sl/ SLIDE
/sn/ SNAP
/sm/ SMALL
/sp/ SPLIT
/sw/ SWUM
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
PRACTICE reading the following
numbers using fake account
numbers, tickets, addresses,
amounts, and telephone numbers.
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
Student A should fill in the
blank spaces with the
required information. Ask
student B to provide this
information.
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
Student B should provide
the information requested
by student A.
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
Read the following addresses
1441 Camino Del Río S.
San Diego, CA 92108
429 S. Keller Rd. Orlando,
FL. 32825
7315 State Road 53,
Windermere, FL. 34786
2295 Hiawassee, Rd.
Orlando, FL 32835
11757 S. Orange, Trl.
Orlando, FL 32837
250 N. Orange Ave
#1220, Orlando, FL
32801
13574 Village Park, Dr.
#110, Orlando, FL 32837
1220 Commerce Park Dr.
Ste. 207, Longwood
1233 N. 30th St. Billings,
MT 59101
4650 Palm Ave. San
Diego, CA 92154
675 Main St. #10,
Lewiston, ME 04240
302 Husson Ave. #1,
Bangor, ME 04401
509 Fores Ave. #1,
Portland, ME 04101
3222 East Ave, Central
Square, NY 10036
3801 E. Florida Ave #604,
Denver, CO 80210
7200 E. Hampden Ave,
Denver, CO 80224
4201 S. 69th West Ave,
Tulsa, OK 74107
419 S. Wheeling Ave
#600, Tulsa, OK 74104
105 Gatewood Dr.
Chickash, OK 73018
4479 N. Elson Ave,
Chicago, IL 60630
4472 Pond Branch Rd,
Leesville, SC 29070
190 Gibson St. #110,
Orangeburg, SC 29115
1510 Calhoun St.
Columbia, SC, 20201
111 Baltimore Ave, Derby,
KS 67037
108 S. Webster St. Spring
Hill, KS 66083
4707 College Blvd,
Leawood, KS 66211
5605 SW Barrington Ct, S.
Topeka, KS 66614
130 N. Cherry St. #203,
Olathe, KS 66061
1211 Massachusetts St.
Lawrence, KS 66044
1401 Brickwell Ave,
Miami, FL 33131
98 Merchants Row #400,
Rutland, VT 05701
806 Broad St.
Lyndondvilla, VT 05851
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
Read the following telephone numbers
(619) 291-9021 (407) 838-2174 (407) 426-7222 (407) 236-7423
(406) 657-7000 (619) 662-5490 (207) 783-7800 (207) 947-6141
(207) 771-3500 (315) 676-2500 (303) 692-9326 (303) 337-8824
(303) 639-3066 (803) 929-3600 (803) 536-5682 (803) 532-5493
(913) 592-3550 (913) 451-9736 (802) 627-8129 (480) 323-2409
(423) 698-0523 (620) 373-874 (701) 608-3214 (918) 298-6133
(208) 889-3200 (401) 232-1008 (256) 666-3333 (505) 705-5590
(318) 434-8901 (660) 342-8654 (854) 882-7998 (801) 840-9518
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
Read the following amounts and numbers
$1,237 $12,587 $86 $12,837.086
$17,830 $70,873 $1.88 $3.59
$15.99 $529.99 $36.99 $1,900.40
$590.40 $1,317.40 $822.40 $1,054.40
$2,483.40 $4,232.40 $1,750.40 $3,066.40
$1,286.40 $30,649.40 $2,214.40 $8,283.40
$358.40 $1,518.40 $734.40 $3,127.40
$2,446.40 $5,981.40 $7,147.40 $4,815.40
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
A diphthong is a combination of a strong vowel and a weak vowel, or
two weak vowels to make one syllable or sound. Fill in the below char
with words containing diphthongs.
What is a diphthong?
/eɪ/ /oʊ/ /aɪ/ /aʊ/ /ɔɪ/
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
Thank You!
Q’s & A’s
ghernandezq@gmail.com
Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014

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Introduction to Call Center Language Training Day 1

  • 1. DAY ONE AGENDA 1. Military Phonetic Alphabet/Telephone Alphabet 2. Symbols 3. Numbers 4. Parts of Speech 5. Consonant Sounds 6. Vowel Sounds 7. Diphthongs 8. Listening Strategies Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 2. Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 3. Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014 YOUR WORKSPACE AND TOOLS
  • 4. The NATO phonetic alphabet or military alphabet, more accurately known as the International Radiotelephony Spelling Alphabet, is the most widely used spelling alphabet. The International Civil Aviation Organization (ICAO) has assigned code words to the letters of the English alphabet so that critical combinations of letters and numbers can be pronounced and understood despite language barriers or transmission static. This alphabet contains 26 code words as follows: What is the NATO or Military Phonetic Alphabet? ALFA or ALPHA /ælfə/ BRAVO /brɑvoʊ/ CHARLIE /tʃɑrli/ DELTA /dɛltə/ ECHO /ɛkoʊ/ FOXTROT /fakstrat/ GOLF /ga:lf/ HOTEL /hoʊtɛl/ INDIA /ɪndiə/ JULIET /dʒuliət/ KILO /kiloʊ OR kɪloʊ/ LIMA /limə / OR /lima/ MIKE /maɪk/ NOVEMBER /noʊvɛmbər/ OSCAR /a:skər/ PAPA /pa:pə/ QUEBEC /kwɪbɛk ROMEO /roʊmioʊ/ SIERRA /siɛrə/ TANGO /tæŋgoʊ/ UNIFORM /yunəfɔrm/ VICTOR /vɪktər/ WHISKEY /wɪski/ X-RAY /ɛksreɪ/ YANKEE /yæŋki/ ZULU /zulu/ Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 5. Spell the following last names. Use: K as in_______ or K for_______. KELLERMAN LYNCH WEYERHAUSER NOLAN SCHWEINSTEIGER BUNTING HARARY PARKER STROMBERG RYFFEL RIBLEY PHYLLIS SELTZER HUGHES RUSSELL CAMPBELL CARTER BENNETT TURNER EVANS PIERCE JONES WRIGHT CZYZEWSKI WEINSTOCK HERMAN GLYNN READE SCIASCIA GALLAGHER BARTON GRIMES Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 6. 1. Asking someone to spell a word, name or last name • Could you please spell your last name for me? • I’m sorry I didn’t quite understand your first name. Can you please spell it out for me? • Would you mind spelling the word for me? DON’T EVER say “Spell me”. If you say that, then the answer would be M-E. Be sure to say “Spell your name for me.” Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 7. Troublesome sounds for Spanish speakers Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 8. CASE 1: /b/ vs /v/ as MINIMAL PAIRS. A minimal pair is two words that differ in only one sound. Example: BOAT /boʊt/ and VOTE /voʊt/ BILABIAL /b/ Upper and lower lips pressed firmly together LABIODENTAL /v/ Lower lip and upper teeth with same position as for /f/ BEER VEER BOAT VOTE BASE VASE BERRY VERY BENT VENT BOWELS VOWELS BEST VEST Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 9. MINIMAL PAIRS /b/ vs /v/ PRACTICE Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014 /b/ /v/ BALE VAIL BANE VEIN BAT VAT BENT VENT BID VID BILE VILE BOLT VOLT BOWELS VOWELS CURB CURVE DUB DOVE GIBBON GIVEN DRIBBLE DRIVEL
  • 10. Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014 Practice: Identify and practice phonemes /b/ and /v/.
  • 11. CASE 2: C /si/ vs Z /zi/ “C as in Charlie or Z as in Zebra?” ENVIRONMENT 1: between two vowels : /s/ is usually pronounced /z/ when it occurs between two vowel sounds: ENVIRONMENT 2 If the spelling Pattern “se” comes after a vowel, it is usually pronounced /z/. ENVIRONMENT 3 Final “s” as the plural form or third person singular form: MUSIC USE CARS REASON THESE LOVES SEASON LOSE CUBICLES COUSIN CAUSE PHONES DISEASE CHOOSE CUSTOMERS EASY PHASE GUIDELINES ROSE TEASE IS-WAS-HAS http://www.englishpronunciationp od.com/podcast_44.html Exceptions: promise, house, mouse, lease Exceptions: CUPS-DATES TAKES-WAITS: p-t-k-f endings Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 12. CASE 3: “th” sounds /θ/ vs /ð/ Voiceless “th” /θ/ Voiced “th” /ð/ Lower lip and upper teeth with same position as for /f/ BEGINNING MIDDLE END BEGINNING MIDDLE END thank toothache Ruth that feather breathe thumb healthy oath those either bathe therapy truthful mouth them although scathe thirty pathway strength there father loathe toothpick athlete bath this another clothe three birthday ninth they brother smooth Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 13. CASE 4: “S” sounds at the beginning of a word and before a consonant Avoid “aspiration” as “speak” vs “(es)speak CLUSTERS at the beginning of a word /sp/ SPEAK /st/ START /sk/ SCHOOL /sl/ SLIDE /sn/ SNAP /sm/ SMALL /sp/ SPLIT /sw/ SWUM Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 14. PRACTICE reading the following numbers using fake account numbers, tickets, addresses, amounts, and telephone numbers. Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 15. Student A should fill in the blank spaces with the required information. Ask student B to provide this information. Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 16. Student B should provide the information requested by student A. Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 17. Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 18. Read the following addresses 1441 Camino Del Río S. San Diego, CA 92108 429 S. Keller Rd. Orlando, FL. 32825 7315 State Road 53, Windermere, FL. 34786 2295 Hiawassee, Rd. Orlando, FL 32835 11757 S. Orange, Trl. Orlando, FL 32837 250 N. Orange Ave #1220, Orlando, FL 32801 13574 Village Park, Dr. #110, Orlando, FL 32837 1220 Commerce Park Dr. Ste. 207, Longwood 1233 N. 30th St. Billings, MT 59101 4650 Palm Ave. San Diego, CA 92154 675 Main St. #10, Lewiston, ME 04240 302 Husson Ave. #1, Bangor, ME 04401 509 Fores Ave. #1, Portland, ME 04101 3222 East Ave, Central Square, NY 10036 3801 E. Florida Ave #604, Denver, CO 80210 7200 E. Hampden Ave, Denver, CO 80224 4201 S. 69th West Ave, Tulsa, OK 74107 419 S. Wheeling Ave #600, Tulsa, OK 74104 105 Gatewood Dr. Chickash, OK 73018 4479 N. Elson Ave, Chicago, IL 60630 4472 Pond Branch Rd, Leesville, SC 29070 190 Gibson St. #110, Orangeburg, SC 29115 1510 Calhoun St. Columbia, SC, 20201 111 Baltimore Ave, Derby, KS 67037 108 S. Webster St. Spring Hill, KS 66083 4707 College Blvd, Leawood, KS 66211 5605 SW Barrington Ct, S. Topeka, KS 66614 130 N. Cherry St. #203, Olathe, KS 66061 1211 Massachusetts St. Lawrence, KS 66044 1401 Brickwell Ave, Miami, FL 33131 98 Merchants Row #400, Rutland, VT 05701 806 Broad St. Lyndondvilla, VT 05851 Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 19. Read the following telephone numbers (619) 291-9021 (407) 838-2174 (407) 426-7222 (407) 236-7423 (406) 657-7000 (619) 662-5490 (207) 783-7800 (207) 947-6141 (207) 771-3500 (315) 676-2500 (303) 692-9326 (303) 337-8824 (303) 639-3066 (803) 929-3600 (803) 536-5682 (803) 532-5493 (913) 592-3550 (913) 451-9736 (802) 627-8129 (480) 323-2409 (423) 698-0523 (620) 373-874 (701) 608-3214 (918) 298-6133 (208) 889-3200 (401) 232-1008 (256) 666-3333 (505) 705-5590 (318) 434-8901 (660) 342-8654 (854) 882-7998 (801) 840-9518 Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 20. Read the following amounts and numbers $1,237 $12,587 $86 $12,837.086 $17,830 $70,873 $1.88 $3.59 $15.99 $529.99 $36.99 $1,900.40 $590.40 $1,317.40 $822.40 $1,054.40 $2,483.40 $4,232.40 $1,750.40 $3,066.40 $1,286.40 $30,649.40 $2,214.40 $8,283.40 $358.40 $1,518.40 $734.40 $3,127.40 $2,446.40 $5,981.40 $7,147.40 $4,815.40 Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 21. Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 22. A diphthong is a combination of a strong vowel and a weak vowel, or two weak vowels to make one syllable or sound. Fill in the below char with words containing diphthongs. What is a diphthong? /eɪ/ /oʊ/ /aɪ/ /aʊ/ /ɔɪ/ Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014
  • 23. Thank You! Q’s & A’s ghernandezq@gmail.com Educational material created and customized by TEFL Specialist Dr. Gilberto Hernández Quirós. 2014