Notes

......Listen and Repeat SECTION 3



Do you know where Anthony has gotten to?
It is said that history repeats itself.
She wants to buy a new book for school today.
My cat is always hiding behind the couch.
The family sat down for dinner. The father had made pizza for them to eat.
The office building needed new windows. They kept breaking in the strong cansas wind.
My husband went to the store last night but he forgot to buy bread as I had ask.
This is my dog. His name is Champion, he loves to go out for long walks.
The apples did not look so good at the supermarket. They were not in season.
If you watch my basketball later, don't forget to take your shoes with you.
Steven and Tiffany are going to be late. They haven't called. I hope nothing bad happen to them.
Look at this bottle I found washed up on shore, it has was a message in it. I think that we should read it.
These are endangered species. We need to protect them from harm. They are essential to our way of life.
The umbrella was knocked over the wind. They tried to put it back up. It was too windy to stay there.
Mary's white little lamb follow her to school.




......Listen and Summarize SECTION 5




Won is an excellent co-worker because he always goes extra mile. When talking to a customer, he doesn't speak too loudly so that his customer can still hear him clearly and not distracting other people in the office. He understand that it is rude to speak to someone to talk while the other is talking to a customer. This attitude is what made Won stand out as a great employee.



Elaina brought her cat to the office because she 's afraid that the construction noise will scare her cat. But when she brought the cat to the office, she experience a lot that causes trouble. Her cat ran into a meeting and knocked a coffee on her boss and then the cat scratch one of her co-worker so she was told by her boss to find a new place where she can leave her cat because the office is not a place where pet can roam around.



Sally is having a lot of trouble on her cellphone that is causing her a problem with work. Her ringtone works fine with calls and messages but does not work on emails. This caused her to missed a lot of important emails that made her boss upset. When she replied to an important email with a lot of mistakes, this made her boss more upset. She was then asked to fix the ringtone or it will get her fired.



Marissa noticed that her co-worker Anthony is struggling with his duties and was very stressed about it. She don't want the team to be down with him and for him to get fired. She knows that they are a team so she decided to teach Anthony to boost his confidence that will make Anthony proud. Marissa's boss noticed the effort and gave he a raise.



When Allen stayed late at the office, he noticed that one of his co-worker stole some money from his manager's office. He doesn't want to be involved and knows that if this will not be punished, it will continue to happen.



Alice always want to be of help with people, a reason she became a customer care representative. When she takes a call from a customer who is very upset and was able to solve the issue, she feels great about it. It fills her pride with her work. Because of this, Alice will now soon be promoted to be a supervisor.



Benjamin has been having trouble sleeping on time. He lays awake and thinking if he made a mistake at work. When going to work without enough sleep, this made Benjamin very tired and keeps doing mistakes at with co-workers and clients. He is worried that his boss might hear about it, so when he comes home, Benjamin keeps on thinking about what happen at the office earlier.



Becky left her lunch at home. She have three options are, to go home, eat at the nearby cafe or not eat at all. She knows that she can't get her lunch at home as it will take an hour. She also knew that she cannot it as it will make her weak and she cannot concentrate with work, so she decided to just eat at the nearby cafe.



Dressing appropriately is very important. It is critical part in following the rules and major of ability to function. Dressing in flashy will distract co-workers and if someone will not dress appropriately will also cause other problems like people not wanting to follow the rules as someone also did not follow it. Being a good co-worker means following the rules is a good example.



Taylor always try her very best in assisting customers. She knows that if a customer's happiness is the key to success. When a customer us having a problem with her website, she transferred the customer to the correct department. After that, she called back the customer to check if the problem was solved. Because of this, the customer was happy about her service and informed that supervisor and praises Taylor for a job well done.



Jillian loves her job as a CSR because she love solving problems. She feels like a detective. She has to have a great listening skills and great thinking skills to know what went wrong. She feels like a detective who solved a big case. This positivity affects the customer and makes the customer happy with the services.



Danny is calling because he bought a software as he thought it will be compatible on his computer. When he tried it, he saw a note that it was not compatible. The sales rep promised him that it was compatible so he was upset and wants a full refund. But the policy says that we cannot provide a refund for a virtual products which is also on the website when Danny purchase the software. Danny asks for a supervisor about the refund because he did not believe that I was telling the truth.



Jerome was assigned to install a new phone. When they were thought how to install the phone, he did not pay attention so he decided to install it on his own. Unfortunately, he made many mistake and the phone does not work. This cause a big problem as it is part of his work. He needs to wait for someone to install the phone and will not be paid while he cannot work. This in ability is causing him a lot of money.





......Question and Answer SECTION 6




When you’re given a new piece of technology, do you read the instructions to make it work or do you prefer to learn by trying the technology?



When you have a day completely free to relax, do you prefer to spend that time indoors or outdoors? Why do you feel that way?



Do you have any strategies for delivering bad news to a customer? Can you tell us what those strategies are?