UNIT 1: SHOULD I PUT YOU THROUGH? | LESSON 5

What is going on Future Agent from the Call Center Industry?

In today's lesson we are going to talk about:

How to deal with communication problems. 

• Common expression when communicating over the phone. 

• Strategy how to learn to listen, 

• how to practice your listening skills. 

1. Can you tell me what are some of the communication problems you may face during a phone call?

 

2. How would you say in English the following expressions:

 

• Lo siento, pero no le entendi a eso!

• Lo siento, pero puedria repetir eso?

• Lo siento puedes hablar un poco mas alto, por favor?

• Creo que tienes el numero incorrecto. 

• Podria decir eso un poco mas lento, por favor?

 

 

ANSWERS:

 

Sorry I didn't catch that!

Sorry, could you repeat that?

Sorry, can you speak up a bit, please?

I think you have the wrong number

Could you say that a bit more slowly, please?

 

 

3. Listening Activity

Listen to call 1 and tell me what expressions can you hear.

Listen to call 2 and tell me what expressions can you hear.

Listen to call 3 and tell me what expressions can you hear.

Listen to call 4  and tell me what expressions can you hear.

 

4. Let's talk about listening strategy, how to practice your listening skills. 

• Listen
• Read
• Chose a character and practice

 

5. Homework

Let's have more practice

Listen to the calls from 5 to 8 in our live event today.