English Language for Customer Service Workers

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Jordan is tall, dark and handsome. Series of adjectives
He appears very comfortable. Adverb or intensifier added.
George became sick last night. Different tense and linking verb
Note: Only linking verbs can be used with this sentence pattern.

The following sentences are examples of S-V-Adv pattern
The teacher is here. Basic sentence

The teacher is over there. Using an adverb phrase
Teachers are everywhere. Plural noun and verb used

He appears very comfortable. Adverb or intensifier added
The teachers are in the lobby.
Prepositional phrase functioning as adverb

Note: Only linking verbs can be used with this sentence pattern.

The following sentences are examples of S-V-N pattern
The man is a doctor. Basic sentence

The women are doctors. Using plural noun and verb
My father is a nice guy. Modified subject and complement
My grandparents are senior citizens.

Modified plural subject and complement
Note: Only linking verbs can be used with this sentence pattern.

CAPITALIZATION
Capitalization means using a capital letter (for example, A instead of a). The use
of capital letters helps readers read your writing without confusion.

Always capitalize the following:
The first word in a sentence.

 I grew up in India.
 She left a message on my phone.

The pronoun I
 This country is where I dreamed of.

The first letter of a proper noun (specific name)

 David wants to play soccer with us.
 This letter is from Chang.

 I graduated from the University of New York.
 I like Coca-Cola.
 She likes Godiva chocolates.

The first letter of months, days, and holidays (but not seasons)
 Today is June 8, 2011.
 Susie’s birthday is this Thursday.
 The shops are closed on Easter.

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The first letter of nationalities, religions, races of people, and languages.
 We often eat Italian food.
 I want to master many languages, such as Spanish, Korean, Chinese,
and Russian.
 There is one Christian church in my town.

The first letter in a person’s title
 This is Dr. Simon.
 I got it from Mr. Tom.

Geographic areas: cities, states, countries, mountains, oceans, rivers, etc.
 My destination is Paris, France.
 Hawaii is in the middle of the Pacific Ocean.

Historical periods
 The Renaissance began in the 14th century.
 The Qing Dynasty is the last dynasty in China.

The first letter of each major word in the title of a book, movie, article, etc.
 Tolstoy’s War and Peace is my favorite novel.
 I found the article “How to Write a Good Cover Letter” in this magazine.

Activity: Writing Sentences
Date: (Google Classroom Activity)

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Workers Leilanie U. Unciano

Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

Unit of Communicate in the Basic English Language
Competency Identify and use English Vocabularies

Learning
Outcome

INFORMATION SHEET 1.3.1
VOCABULARY DEVELOPMENT

New vocabulary is one of the basic building blocks in your students'

learning. But have you ever put much thought into how you introduce new
words? Learning long laundry lists of words can be very tedious for students.
On the other hand, introducing words in students' native language and then

translating them into English or vice versa is not very effective, either. You
have to start training them to think in English right from the start. Needless
to say, the language you are teaching should be spoken at all times, even if
students are absolute beginners.

VAocffaibxu=laprryefix (in-side, dis-connect) Collocations = words that
Suffix (govern-ment, pain-less) goes together
a-tone-ment : compensation Do or die; rain or shine; kiss
and tell
re-vital-ize : refresh

Synonyms – words Vocabulary Antonyms = words
with the same meaning with opposite
Customer: consumer meaning
Kind: unkind

Context = idioms Homonyms = pronounced or
spelled the same way but
I have to hand; lend me a hand. have different meanings
I can smell you’re cooking fish.
I smell something fishy a. Homographs – spelled the
same way but different in
meaning (Minute (smallest);
Minute (time)

b. Homophones –
pronounced the same way
but differ in meaning or
spelling or both

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Synonyms are words with the same meaning.

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WORD ANTONYM WORD ANTONYM WORD ANTONYM
difficult easy
abandon keep birth dead disagree agree
wet
abbreviate increase brave coward dry late
early
able incapable brief long encourage discourage
enjoy dislike
abundant insufficient busy inactive few many
full empty
active idle calm excited give take
hard soft
adequate insufficient care neglect huge tiny
internal external
after before cease continue large small
poor rich
always never close open sad happy

apparent hidden combine separate

arrive depart confess deny

artificial real complex simple

awkward graceful continue stop

barren fertile dark light

believe doubt deduct add
beneficial harmful
deter encourage

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Homonyms are two or more words having the same spelling or pronunciation
but different in meanings or origins. Homonyms can be homographs or
homophones.

Homographs are words with the same spelling but having more than one
meaning.

Examples: There’s a letter for you.
Letter

B is the second letter of the alphabet.
Live We used to live in London.

The club has live music most nights.
Minute I’ll be back in few minutes.
You need to take down the minutes of the meeting.

Novel I read a lot of novels.

What a novel idea!

Right I am sure, I am right.
Take a right turn at the intersection.

Homophones are words with the same pronunciation but different in meaning.
Some examples of homophones are shown below:

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A collocation is two or more words that often go together. These combinations
just sound "right" to native English speakers, who use them all the time.

Have Do Make

have a bath do business make a difference

have a drink do nothing make a mess
have a good time do someone a favour make a mistake
have a haircut do the cooking make a noise
have a holiday do the housework make an effort
have a problem do the shopping make furniture
have a relationship do the washing up make money
have a rest do your best make progress
have lunch do your hair make room
have sympathy do your homework make trouble

Take Break Catch

take a break break a habit catch a ball
take a chance break a leg catch a bus
take a look
take a rest break a promise catch a chill
take a seat break a record catch a cold
take a taxi
take an exam break a window catch a thief
take notes break someone's heart catch fire
take someone's place
take someone's break the ice catch sight of
temperature break the law catch someone's
break the news to someone attention

break the rules catch someone's eye
catch the flu

Pay Save Keep

pay a fine save electricity keep a diary
keep a promise
pay attention save energy keep a secret
pay by credit card save money keep an appointment
keep calm
pay cash save one's strength keep control
pay interest save someone a seat keep in touch
pay someone a compliment save someone's life keep quiet
keep someone's place
pay someone a visit save something to a disk keep the change
pay the bill save space

pay the price save time
pay your respects save yourself the trouble

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ENGLISH IDIOMS

English idioms, proverbs, and expressions are important part of everyday
English. They come up all the time in both written and spoken English.
Because idioms don’t always make sense literally, you’ll need to familiarize
yourself with the meaning and usage of each idiom. That may seem like a lot of
work, but learning idioms is fun, especially when you compare English idioms
to the idioms in your own language,

Idiomatic expressions

Idioms are phrases or sentences that cannot be translated literally from one
language to another. They usually comprise common words used in an
unexpected way, and that often results in confusion when the student of

English is not aware that the words are used idiomatically.
Ordinary words + unexpected usage = idiom

Consider the following examples and what the sentences mean – not what the
individual words mean:

Keep an eye on that for me. Watch that for me.
You’re pulling my leg! You’re joking with me!
She made a beeline for the library She went directly to the library.
I have a bone to pick with you. I need to discuss a problem with you

The appropriate use of idioms are other expressions that carry an unexpected
meaning can be an asset in writing good sentences. Although they require care
in how they’re employed, they can make sentences more interesting by
providing a casual tone to a text and even a little fun.

SOME OF THE MOST COMMON ENGLISH IDIOMS

Idiom Meaning Usage

A blessing in a good thing that seemed bad at as part of a sentence
disguise first as part of a sentence
A dime a dozen as part of a sentence
Beat around the Something common
bush by itself
Avoid saying what you mean,
Better late than usually because it is
never uncomfortable

Better to arrive late than not to
come at all

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Idiom Meaning Usage

Bite the bullet To get something over with as part of a sentence
because it is inevitable

Break a leg Good luck by itself

Call it a day Stop working on something as part of a sentence

Cut somebody Don't be so critical as part of a sentence
some slack

Cutting corners Doing something poorly in order to as part of a sentence
save time or money

Easy does it Slow down by itself

Get out of hand Get out of control as part of a sentence

Get something out Do the thing you've been wanting as part of a sentence

of your system to do so you can move on

Get your act Work better or leave by itself
together

Give someone the Trust what someone says as part of a sentence
benefit of the
doubt

Go back to the Start over as part of a sentence
drawing board

Hang in there Don't give up by itself

Hit the sack Go to sleep as part of a sentence

It's not rocket It's not complicated by itself
science

Let someone off To not hold someone responsible as part of a sentence
the hook for something

Make a long story Tell something briefly as part of a sentence
short

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NATIONAL LANGUAGE SKILLS CENTER

Idiom Meaning Usage
as part of a sentence
Miss the boat It's too late by itself

No pain, no gain You have to work for what you as part of a sentence
want as part of a sentence
by itself
On the ball Doing a good job
by itself
Pull someone's leg To joke with someone by itself

Pull yourself Calm down by itself
together
as part of a sentence
So far so good Things are going well so far
by itself
Speak of the devil The person we were just talking
about showed up! as part of a sentence

That's the last My patience has run out as part of a sentence
straw
as part of a sentence
The best of both An ideal situation
worlds

Time flies when You don't notice how long
you're having fun something lasts when it's fun

To get bent out of To get upset
shape

To make matters Make a problem worse
worse

Under the weather Sick

We'll cross that Let's not talk about that problem by itself
bridge when we right now
come to it
Understand something complicated as part of a sentence
Wrap your head
around something

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Idiom Meaning Usage

You can say that That's true, I agree by itself
again

Your guess is as I have no idea by itself
good as mine

Add insult to To make a bad situation worse as part of a sentence
injury

Barking up the To be mistaken, to be looking for as part of a sentence
wrong tree solutions in the wrong place

Birds of a feather People who are alike are often by itself
flock together friends (usually used negatively)

Bite off more than Take on a project that you cannot as part of a sentence

you can chew finish

Break the ice Make people feel more comfortable as part of a sentence

By the skin of your Just barely as part of a sentence
teeth

Spill the beans Give away a secret as part of a sentence

It takes one to You're just as bad as I am by itself
know one

It's a piece of cake It's easy by itself

It's raining cats It's raining hard by itself
and dogs

Let the cat out of Give away a secret as part of a sentence
the bag

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Unit of Communicate in the Basic English Language
Competency
Recognize and use common English Greetings,
Learning Phrases, and Expressions
Outcome 4

Information Sheet 1.4.1
Common English Greetings, Phrases and Basic Expressions

General greetings (Formal)

1. Hello
2. Good morning/ Good afternoon/ Good evening

3. How are you?
4. How are you doing?

5. Nice to meet you
6. It’s nice to meet you
7. I’m pleased to meet you.

8. It’s a pleasure to meet you.
9. I’m glad to see you.

10. How do you do?

General greetings (Informal)

1. Hi
2. Hey
3. What’s up?
4. How’s it going?
5. How have you been?
6. What’s new?
7. What’s going on?
8. How are things?
9. How’s your day?
10. How’s your day going?
11. Good to see you.

Greeting someone you haven’t seen for a long time.
1. Long time no see.
2. It’s been a while.
3. It’s been a long time.
4. It’s been such a long time.
5. It’s been too long.
6. I’m so happy to see you again.
7. Wow, it’s so good to see you again!
8. What have you been up to?

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Giving Compliments:
1. Good job!
2. Well done!
3. Fantastic!
4. Perfect!
5. That’s great!
6. Nice work!
7. Excellent!
8. That’s really remarkable.
9. Good grades!
10. What a nice dress!
11. You look great.
12. This dish is delicious.
13. You look very good in that suit.
14. This tie looks nice on you.
15. You have a nice voice.
16. You look very handsome.
17. I like your haircut.
18. What a beautiful house!
19. What a nice apartment!
20. I really must express my admiration for your speech.

Receiving compliments:

1. How kind of you to say so.
2. It’s nice of you to say so.
3. It’s very kind of you to say that.
4. Really? I’m not sure about that, actually.
5. Thank you.
6. Thanks a lot.

7. I’m glad you like it.
8. It was nothing really.
9. I’m delighted to hear that.
10. Thanks for your compliment.

USEFUL ENGLISH EXPRESSIONS

PHRASES FOR INVITATION PHRASES FOR ASKING DIRECTIONS

 Which the best way to…?

 Let me check my calendar  I’m looking for…?

 Would you like to join me for dinner?  Could you direct me to…?

 How about a game of football on  How can we get to High Park?
Monday?  Is it far?
 How do I get to the library?
 Would you like to have breakfast with  Where is the nearest post office?
me tomorrow?  How do I find…?

 I’ve got two tickets for a cinema on
Saturday. Would you like to come?

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 Would you like to have dinner with me  Are we on the right road for Manila?
tonight?  Can you show me on the map,

 How about coming to the picnic at the please?
football club?
 I’m looking for the address.
PHRASES FOR SAYING NO  Would you like to join me for dinner?
 I’m already booked.
 That’s not going to work for me. PHRASES FOR ASKING
 Sounds fun, but I’m not available. INFORMATION
 I want to, but I’m unable to.
 I just don’t have that to give right now.  Do you happen to know...?
 I’m not able to commit to that right now.  Have you got an idea of…?
 It is not a good idea for me.
 Apologies, but I can’t make it.  I don’t suppose you know…?
 I can’t take on any more responsibilities.  Could anyone tell me…?
 My body says yes, but my heart says no.  I’m interested in…?
 Nope.  I was wondering…?
 Maybe another time.  Can I have … please?

USEFUL PHRASES IN SHOPPING  Is this the right way for…?
 Do you know where else I could try…?  Would you mind…?
 Do you have this item in stock?  I’m looking for…?
 Do you offer a cash discount?  I’d like to know…?
 Do you have any strawberry?  Do you know…?
 Do you have a refund policy? PHRASES FOR GIVING BAD NEWS
 How much is this?  Please don’t take this badly, but…
 Do you have a bigger size?
 Do you sell organic vegetables?  There is no easy way to say this
 Could you help me please? but…
 Where can I weigh my groceries?
 Does it come with a  I’m sorry to tell you this but…
 I tried … but…
guarantee/warranty?
 I’m looking for a leather handbag.  I need to warn you that I have some
bad news…

 I’m afraid; I’ve got some bad news…
 I regret to inform you that…
 I’m afraid to inform you of…

 I’ve got some bad news I’m afraid…
 I’m afraid I’ve got something sad to

tell you…

Activity: Institutional Assessment Unit 1
Date: (Google Classroom Activity)

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Unit of Neutralize Local or Regional Accent
Competency
Identify different elements of stress and
Learning intonation patterns
Outcome 1

Information Sheet 2.1.1
Accent Neutralization

WHAT IS ACCENT?
Accent is a combination of three components: intonation (speech music),

liaisons (word connections), and pronunciation (spoken sounds of vowels,
consonants, and combinations). As you go along, you’ll notice that you’re being

asked to look at accent in a different way. You’ll also realize that the grammar
you studied before and this accent you’re studying now are completely

different.

WHY PRONUNCIATION IS IMPORTANT?
Pronunciation is definitely the biggest thing that people notice when you are
speaking in English. Your pronunciation creates the first impression you

make.

CAN YOU LEARN A NEW LANGUAGE?
If you practice, definitely YES, you can! It’s just a matter of learning and

practicing techniques. It’s all up to you. How well you do, depends mostly on
how open and willing you are to sounding different from the way you’ve
sounded all your life. A very important thing you need to remember is that you

can use accent to say what you mean and how you mean it.
Word stress conveys meaning through tone or feeling which could be much

more important than the actual words that you use.

WHY UNDERGO ACCENT NEUTRALIZATION TRAINING?
This training is aimed at helping you sound American, not just for

lectures, interviews, teaching or daily communication, but more so for business

communications.

REMEMBER:
1. For American Accent Training, you need to speak fairly quickly and with

strong intonation. If you do, you’ll be understood more easily.
2. Don’t say the word as it is written. For example, you don’t sound the t in

listen. The tt in better is spoken as soft d as in beder. Any other

pronunciation will sound foreign, strange, wrong or different to a native
speaker.

3. Language is fluent and liquid. (Conversational English has a very
smooth, fluid sound).

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4. You need to change your old speech habits. You have to think about
your speech more than you do now.

5. A new accent is an adventure. Be bold! Don’t worry that Americans will
laugh at you for putting on an accent, they surely won’t. They’ll just
think that you’ve finally learned to talk right.

In our early childhood, we were taught how to pronounce English words
the Filipino way. Words that are supposed to be squeezed out are expanded for
emphasis. This is an aim for comprehension for the Filipino ear, however,
subliminally, it achieves another purpose – that of pointing out how words
ought to be pronounced, which is not at all incorrect, just choppy to the
American ear.

The purpose of Accent Neutralization is to sound less Asian or Filipino.
Acquisition of an American accent is a plus but not a necessity.

CHARACTERISTICS OF GOOD SPEECH
Sufficient Volume
Softer volume is more professional on the telephone. It must neither be too
loud nor too soft.

Optimum Pitch
Lower pitch is more professional on the telephone. It shows that you are
confident and in control.

Pleasantness of Sound
A pleasant voice can be achieved by relaxing the vocal chords. Calming the
body through deep breathing is effective in relaxing the vocal chords.

Flexibility of Tone
Varied tone in speaking is more interesting to listen to. Emphasize key words
such as nouns, verbs and adjectives.

Intelligibility
Speak clearly. Avoid being tongue-lazy. Do some tongue twisters.

Acceptability of Pronunciation
Follow the Standard American English accent. Your customers will perceive
you as more professional and educated. You may even want to learn how to
use the dictionary to guide you in improving your accent.

ARTICULATION - expressing one’s self clearly and fluently.
- the production of sound and the control of airflow

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Information Sheet 2.1.1
Word Stress and Intonation

WORD STRESS
Stress is the weight or force given on a particular syllable in a word. Stressed
words are the key to excellent pronunciation and understanding of English.

Stress has three elements
1. loudness or intensity
2. heightened tone or pitch
3. increased duration

Two types of Stress in English
1. Syllable Stress – prominence given to a syllable
2. Sense Stress – prominence given towards a word in a sentence in relation
to the other words in that sentence.

What is Intonation?
Intonation is the movement of the voice up or down along the line of sound
(pitches variation). Intonation is about how we say things, rather than what we
say. Without intonation it is impossible to understand the expressions and
thoughts that go with words.

Kinds of Intonation

1. Rising intonation the pitch of the voice increases over time, also used
for questions answerable by YES or NO
 Are you sure that you like her?

2. Falling Intonation – the pitch of the voice decreases with time. This is
for open-ended questions that require extended answer or explanation
 What problems do you encounter with your online class?

3. List Intonation – for items in a series. Use rising intonation on the first
items and use falling intonation on the last item of the series.
 My favorite fruits are banana, mango, apple and orange.

4. Choice Intonation can either go double rising or upward and downward.
 Do you want sandwich or pasta?
 Where do you want to eat, Shakey’s, Mc Donalds, or Max’s?

5. Rising and falling Intonation – the speaker is making a statement and
may want confirmation on what he said.
 You prefer this type of dress, don’t you?
 It’s a beautiful day, isn’t it?

6. Intro phrases of sentence use – rising tone and down at the end of the
sentence.
 Before I wrote it, I thought things very well.

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Use Staircase Intonation
Let those sound groups floating on the wavy river in the figure flow downhill
and you’ll get the staircase. Staircase intonation not only gives you that
American sound. It also makes you sound much more confident. Not every
American uses the downward staircase. A certain segment of the population
uses rising staircases---generally, teenagers on their way to a shopping mall:
“Hi, my name is Tiffany. I live in La Caňada. I’m on the pep squad.”

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Unit of Neutralize Local or Regional Accent
Competency
Listen and speak English vowels and
Learning consonants
Outcome 2

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CONSONANT SOUNDS V as in very, drive
CH as in child, much X as in box
F as in fine, if Z as in zipper, is
J as in jump, badge ZH as in usual
P as in pass, up
R as in right, or
S as in safe, miss
SH as in shoe, wash
TH as in think, with
THH as in this, breathe

VOWEL SOUNDS the long E sound
EE as in eat, see the short I sound
I as in it, with the long A sound
AY as in ate, say the short E sound
EH as in edge, set the short A sound
AE as in at, ran the short O sound
A as if often, not
OO as in book the Ooh sound
U as in boot the schwa sound
UH as in up, but
UR as in early, her the long I sound
AI as in I, ice
OW as in out, how the long U sound
OY as in oil, boy the long O sound
YOO as in cube
OU as in old

VOWEL SOUNDS
AE as in cat (The short A sound – combination of A and E sounds)

At map Adam jazz batch

Am has Advil tab craft
Ask bag math tack mask

Add had grass yam jack
As that jam mash quack

Reading the æ Sound

The Tan Man

A fashionably tan man sat casually at the bat stand, lashing a handful of
practice bats. The manager, a crabby old bag of bones passed by and laughed,
“You’re about average, Jack Can’t you lash faster than that? Jack had had
enough, so he clambered to his feet and lashed bats faster than any man had
ever lashed bats. As a matter of fact, he lashed bats so fast that he seemed to
dance. The manager was aghast. “Jack, you’re a master bat lasher!” he gasped.
Satisfied at last, Jack sat back and never lashed another bat.

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A as in hot (The short O sound) /ɑ:/

Honest doll sod jog pond
Opera calm flock fox prop
Art upon crop prop shock
Olive mop arctic tar yard
Arm car hard park march
Pause walk garden sharp guard

Reading the A Sound
A Lot of Long Hot Walks in the Garden

John was not sorry when the boss called off the long hot walks in the garden.

Obviously, to him, it was awfully hot, and the walks were far too long. He had
not thought that walking would have caught the way it did, and he fought the

policy from the onset. At first, he thought he could talk it over at the law office
and have it quashed, but a small obstacle halted that thought. The top lawyers

always bought coffee at the shop across the lawn and they didn’t want to stop
on John’s account. John’s problem was not office politics but office policy. He
resolved the problem by bombing the garden.

The UH sound (The Schwa sound ə)

Alone mother data other
One soda about balloon
love zebra
Vista oven arena such
Asleep done anew America
Alarm again adult annoy
gallop circus
Away appear
Afoot ajar

EE as in cheese (The long E sound) /i:/

To make the EE sound, the front part of the tongue is high in the mouth, lips
are unrounded, facial muscles are relatively tense.

East keep me speech belief
Equal need free scream shield

Even please key shriek shiny
Eagle mean tea sunny gravy

Eager these she beauty dizzy
Babies cookies chief thief brief

Reading the EE Sound
 The teacher teaching teacher’s teaching methods methodically teaches

the teacher’s teaching methods to the teachers who would teach the
teacher’s teaching methods to other teachers.

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EH as in bed (The Short E sound) /e/
To make the short E sound, the front part of the tongue is mid-height in the
mouth. Lips are spread and the facial muscles are lax.

Else help said neck etch
Egg any guess enter men
Bed
Elf den left press sell
Friend fresh care says said
Ready
bury leopard hedge wealth
leather sweater fence instead

Reading the EH Sound
 Seven hundred seventy seven billion seven hundred seventy seven million

seven hundred seventy seven thousand and seventy seven centavos.
 She meant to cement the cement while cementing the pavement to pave

the way for improvement, that’s what she meant.

SOUND FOCUS – DIPHTHONGS

A diphthong is an unbroken sequence of 12 vowel sounds. Your mouth
slides from one position to another.

AY (The long A sound) /eɪ/
The long A sound is a combination of the EH and EE. Your mouth should slide
form slightly open the smallest smile.

Eight name pay ace rain
Day acre same they ache

Stay aim cake play great
Bake blade brace pain laid

Frail wave whale flake flame
Pail pain paint skate chain

Reading the AY Sound
 A great way to break plates is to take plates of great weight in great

haste, facing or gazing or gaping one way, while pacing or hastening
another way.

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Unit of Neutralize Local or Regional Accent
Competency Differentiate American and British Accent

Learning
Outcome 3

Information Sheet 2.3-1
Difference of Standard American and British English

It is incorrect to say that one type of English is better than the other, or one is
more correct than the other. It is important to be aware of the differences
between American and British English and focus on the type of English that is
most relevant for you.

Main Differences between Standard British English and Standard

American English
1. Accent

2. Spelling
3. Vocabulary
4. Some areas of Grammar including the use of prepositions, and use of

collective nouns

Areas of Differences
1. Accent

Vowels
There is difference on how vowels are pronounced

Flap T
Example letter t in the following words are pronounced as soft D

in American English while it is pronounced as T in British English
Water

Bottle
Little
Daughter

Letter R
Standard American English clearly pronounces letter R after a

vowel sound while British English don’t. For example:
car
burger
daughter

2. Spelling

Words that end in –our in British English simply end in –or in American
English.

British colour, honour, neighbour

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American color, honor, neighbor

Verbs that end in an L after a short vowel sound have a double L when –
ed or –ing is added in British English while it has only a single L in

American English
British travelled, travelling, modeling, jewellery

American traveled, traveling, modeling, jewelry

Words ending in –ise in British English, end in –ize in American English

British realise, organise

American realize, organize

Words ending in –re in British English, end in –er in American English
British centre

American center

Words ending in –ence in British, end in –ense in American English
British defence, licence

American defense, license

Past Form of Regular Verb
British learned/learnt, dreamed/dreamt, burned/burnt
American learned, dreamed, burned

3. Vocabulary – the most frustrating difference between British and

American English is surely vocabulary. Even the native speakers, there
are hundreds of everyday words that are just different.
Example

British coriander, flat, lift
American cilantro, apartment, elevator

4. Grammar which includes prepositions, verbs, and collective nouns.

Preposition
Use of at

British What are you doing at the weekend?

American What are you doing on the weekend?

Period in a week
British My brother works Monday to Friday.
American My brother works Monday through Friday.

Describing something that recently occurred that affects the present
moment.

British Present Perfect No thanks, I’ve eaten too much!
American Past Simple No thanks, I ate too much!

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American vs British Terms / vocabularies

American Terms British Terms
Absorbent cotton Cotton wall
Apartment Flat
Attorney / Lawyer Barrister or solicitor
Baby carriage Pram
Ballpoint Biro
Bangs (of hair) Fringe
Bathing suit Bathing costume
Bathroom / restroom Toilet / lavatory
Buck (money) Dollar
Buddy, pal Mate
Business hours Opening hours
Call (on the telephone) Ring
Can (of solid food) Tin
Candy Sweets
Chips, potato chips Crisps
Cigarettes Smokes, cancer sticks
Cookie (sweet), crackers (dry) Biscuit
Cop, policeman Bobby
Cot Campbed
Crib Cot
Cuffs Turn-ups
Curb Kerb
Dessert Pudding, sweet
Diaper Nappy
Doctor’s / dentist’s office Surgery
Downtown City center, in town
Drugstore Chemist

Drunk Pissed
Eggplant Aubergine
Elevator Lift

Eraser Rubber
Exit (traffic direction) Way out
Faculty (of universe) Staff
Fanny Bottom

Fart Trump
Faucet Tap
Flashlight Torch

Fries (French fries) chips
Fruit and vegetable store Greengrocer’s
Garbage can, trash can Dustbin

Garbage, trash Rubbish
Gas, gasoline Petrol

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Get a woman pregnant Knock up
Give someone a ride Give someone a lift
Graduate student Post graduate student
Grand “k” A thousand dollars
Ground beef Minced meat
Guy Chap (spoken), fellow (written)
Half past 12 Half 12
Hallway, hall Passage
Hardware store Ironmonger’s
Hood (of a car) Bonnet
Intersection Crossroads, junction
Janitor Caretaker
Jello (gelatin dessert) Jelly
Looseleaf notebook, binder Ring book, ring binder
Mail Post
Mailbox Pillarbox
Mainstreet High street
Make fun of Take the piss out of, take the mickey out
of
Molasses syrup Treacle
Nail polish Nail varnish
Napkin Serviette
Oatmeal Porridge
One-room apartment, studio Bed-sitter
Orchestra (seat in the theater) Stalls
Overpass Flyover
Paficifier, soother Child’s dummy
Package Parcel
Pail Bucket
Pants Trousers
Pantyhose Tights
Parkway Motorway
Patrolman (policeman) Constable
Pedestrian crossing Zebra crossing
Pissed, pissed off Angry, irritated
Pms (premenstrual syndrome) Pmt (premenstrual tension)
Potato chips Crisps
Powdered / confectioner’s sugar Icing sugar
Raincoat Mackintosh (mac)
Rare (meat) Underdone
Ready to wear Off the peg
Rubber band Elastic band
Run (in stocking) Ladder
Salesperson Shop assistant

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Sausage Banger
Shopping bag Carrier bag
Sick Unwell, ill
Sidewalk Pavement, footpath
Simple Noddy
Skillet Frying pan
Slingshot Catapult
Spool of thread Reel of cotton
Store Shop
Stove Cooker
Streetcar Tram
String beans French beans
Stroller Pram
Stuff Kit
Subway Underground, tube
Suspenders Braces
Sweater Jumper
The movies The cinema
Thread Cotton
Thumbtack Drawing pin
Toilet (bathroom) Lavatory
Toilet paper Loo roll
Traffic circle Roundabout
Wastebasket Bin
Truck Lorry
Trunk (of car) Boot
Turtleneck (sweater0 Poloneck
Tv Telly
Undershirt Vest
Underwater, briefs, boxers Underpants
Vacation Holiday
Vacuum Hoover
Vest Waistcoast
Water heater Geyser
Wrench Spanner
Yard Garden
Yield (traffic signal) Give way
Zipper Zip
Zucchini Courgette

Note: Watch video of
 American vs. British English Pronunciation
 British vs. American English Pronunciation

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Unit of Competency Neutralize Local or Regional Accent
Learning Outcome 4 Listen and Speak English Language in American Accent

Information Sheet 2.4-1
English Language in American Accent

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Liaisons and Colloquial Reductions (CD 3 – T3)

For Letters T, D, S, or Z plus Y Liaisons

T plus Y = CH

What’s your name? Can I get you a drink?
Can’t you do it? We thought you weren’t coming.

Actually I’ll bet you ten bucks he forgot.
Don’t you love it? Is that your final answer?

D plus Y = J We followed your instructions.
Did you see it? Where did you send your check?
How did you like it? Gradual
Did you find your keys? Could you tell?
What did your family think?

S plus Y = SH You can pass your exams.
Yes, you are.
I’ll try to guess your age.
Insurance Press your hands together.
Let him gas your car. Tissue
Bless you!

Z plus Y = ZH How was your trip?
How’s your family? Casual
Visual Where’s your mom?
Who does your hair? Who’s your friend?
When’s your birthday?

Read through the following list of sentences. The corresponding

pronunciations are found at the right side of the column.

1. Blame her. Blaymer.

2. I have a book. I’ve a book.

3. Do you want to dance? Do you wanna dance?

4. Do you want a banana? Do you wanna banana?
5. Let me in. Lemme in.

6. Let me go. Lemme go.
7. I’ll let you know. I’ll letcha know.

8. Did you do it? Didja do it?

9. Not yet. Na chet.

10. I’ll see you later. I’ll see yalayder.
11. What do you think? Whaddyu think?
12. What did you do with it? Whajoo do with it?

13. How did you like that? Howja like that?
14. When did you get it? When jugeddit?

15. Why did you take it? Whyjutay kit?
16. Why don’t you try it? Why don chu try it?

17. What are you doing? Whatchadoin’?

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18. How is it going? Howzit going?
19. What are you waiting for? Whaddyawaitin’ for?
20. Could you speed it up please? Couldjoospee di dup, pleez?
21. I should have told you? I shouldatoljoo?
22. Tell her I miss her. Teller I misser.
23. Tell him I love him. Tellim I lovim.
24. Don’t you get it? Doanchageddit?
25. Do you mind? Ja mind?

Practice saying these tag endings. (CD2-T34)

Spelled Pronounced

Did he? Didee?

Does he? Duzzy?

Was he? Wuzzy?

Has he? Hazzy?
Is he? Izzy?

Will he? Willy?
Would he? Woody?

Can he? Canny?

Wouldn’t you? Wooden chew?
Shouldn’t I? Shudnnai?

Won’t he? Woe knee?
Didn’t he? Didn knee?

Hasn’t he? Has a knee?
Wouldn’t he? Wooden knee?
Isn’t he? Is a knee?

Isn’t it? Is a nit?
Doesn’t it? Duzza nit?

Aren’t I? Are nai?

Won’t you? Wone chew?

Don’t you? Done chew?

Can’t you? Can chew?
Could you? Cujoo?

Would you? Wujoo?

Extremely Extreme Reductions Jeet?
1. Did you eat? No, joo?
Whynchagetta job?
2. No, did you? I dunno, stoo hard.
3. Why don’t you get a job? Kwee go?
4. I don’t know, it’s too hard. Aight!
Sko!
5. Could we go?
6. Alright!

7. Let’s go!

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The American T
The American is influenced very strongly by intonation and its position in a
word or phrase. It can be a little tricky of you try to base your pronunciation on
spelling alone.

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Unit of Competency Apply Verbal and Non-Verbal Communication Skills
Learning Outcome 1 as Customer Service Worker

Differentiate and interpret verbal and non- verbal
communication

Information Sheet 3.1-1
Kinds of Communication

Kinds of Communication

1. Verbal (In-Person) or Oral communication – a two-way communication
process that involves listening and speaking.
The objective of this type is to ensure that people understand whatever
you want to convey. Because of its very nature, verbal communication is
quicker and more precise than written communication.

Whenever possible, use face – to – face communication in the workplace
to eliminate many of the misunderstandings that can occur. Speaking
directly with someone in person allows both of you to see and hear the
bigger picture.

2. Non verbal / Interpersonal Communication (Body Language & Facial
Expression) – a two way communication process without using words.
E.g. facial expression, body language / sign language)
Your body language and facial expressions play a vital role in how
effective or ineffective you are at communication with other people. Eye
contact makes people feel acknowledged as they talk and listen.

3. Written Communication – emails, memos, and notes are common forms
of written communication.

This kind of communication can lead to misunderstandings. People often
read between the lines or feel that there are implied messages or

emotions in written forms of communication.

Workplace Signage

The purpose of having safety signage in the workplace is to identify and warn
workers who may be exposed to hazards in the workplace. Safety signs can
assist in the communication of important instructions, reinforce safety
messages and provide instructions for emergency situations.

Types Of Workplace Signage

The first 2 types of safety signs have been classified Regulatory Signs. These
signs contain instructions on what CAN’T be done or MUST be done:

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Technical Education and Skills Development Authority

NATIONAL LANGUAGE SKILLS CENTER

1. Prohibition Signs – CAN’T DO
When you need to tell people that they can’t do something, you’ll need a
Prohibition Sign – you know, the one with the universally recognizable red
circle with a diagonal line through it. Keep people from entering private
property with a NO ENTRY sign or signal that people aren’t allowed to smoke
in an area with a NO SMOKING sign.

2. Mandatory Signs – MUST DO

A Mandatory Sign is a must when you have an instruction that must be
followed. You’ll recognize these by a white symbol or pictogram within a blue
circle on a white background. If your workplace requires protective clothing or
equipment, for instance, you’ll have seen signs like: Foot Protection Must Be
Worn In This Area or Hearing and Eye Protection Must Be Worn In This Area.
You can also have just a word message with no image for Mandatory Signs,
with the words in black on a white rectangular background

3. Danger Signs – KILL YOU
If you need to warn people about potentially life-threatening hazards or
hazardous conditions, you need to use a Danger Sign. The familiar red oval
inside a black rectangle with the word DANGER in bold, capital letters, alerts
people to the threat. Common Danger Signs include HIGH VOLTAGE and DO
NOT ENTER.

4. Warning Signs – HURT YOU

When the hazard or hazardous conditions are not life-threatening, a Warning
Sign lets you know you could still get hurt. These are easy to identify with their
yellow background and black triangle around the hazard symbol. SLIPPERY
WHEN WET is a commonly recognizable Warning Sign.

5. Emergency Information Signs – SAFETY FIRST

If something does go wrong, Emergency Information Signs help people to find
the location of, or directions to, your emergency related facilities, like
emergency exits, first aid or safety equipment. The green background with
white writing and symbols is instantly identifiable for safety, with common
signs like, FIRST AID KIT, or EMERGENCY PHONE.

6. Fire Signs – FIRE EQUIP

The bright red of Fire Signs makes them easy to spot around fire alarms and
fire-fighting equipment. All text and imagery are white and stands out against
the red background. Fire Signs are available to indicate the location of all your
fire equipment, like fire extinguishers, fire blankets, fire hoses, and more.

Competency-Based Date Developed: Document No. WB-EPCSW-01
Learning Workbook August 30, 2021
National Language English Proficiency for Issued by: NLSC Page 100 of
Skills Center Developed by: Revision No. 114
Customer Service Wilma R. Malones
Workers Leilanie U. Unciano