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ENGLISH
COURSE
| 1.
SPEAKING ACCURATELY |
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a) |
Sound system |
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b) |
Rhythm |
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c) |
Phrases |
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d) |
Intonation |
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| 2.
CONVERSATION SKILLS |
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a) |
Starting
a conversation |
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b) |
Maintaining
a conversation |
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c) |
Changing
a conversation |
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| 3.
CONVERSATION WITH IMPACT |
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a) |
Understanding
and expressing thanks |
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b) |
Asking
for and giving information and directions |
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c) |
Describing
places, people and things |
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d) |
Expressing
likes and dislikes |
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e) |
Handling
numbers, quantity, cost and time |
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f) |
Making
and accepting offers and apologies |
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g) |
Describing
Events |
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h) |
Understanding
and communicating feelings and opinions |
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i) |
Giving instructions and explanations |
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j) |
Asking
for and giving permission |
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k) |
Giving
and accepting invitations |
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l) |
Understanding
and making suggestions |
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m) |
Following
and narrating a story |
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| 4.
CONVERSATION THROUGH THE TELEPHONE |
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a) |
Developing
your telephone voice |
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b) |
Techniques
to aid clear speaking-articulation, assimilation,
rate, pace, inflection |
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c) |
Examining
the difference between hearing and listening |
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d) |
Supportive techniques to enhance listening
skills-showing empathy and clarifying understanding |
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d) |
Examining techniques-being Courteous, Clear,
Colorful, Concise, Consistent, Correct and
Communicative |
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| 5.
CONTROLLING THE TELEPHONE PROCESS CONFIDENTLY |
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a) |
Making
and taking call-the do's and don'ts |
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b) |
Being
prepared and beginning the call |
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c) |
How
to sound confident and helpful-building
rapport |
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d) |
Dealing with enquiries-getting the facts
and controlling the call |
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e) |
Ending the call |
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