FULL PROGRAM (NOV 24 – DEC 31)
Designed for call center + real-life English fluency
WEEK 1 (Nov 24–30): Fluency Foundations
Goal: Reactivate your English, fix common mistakes, build listening & speaking
confidence.
You will practice:
• Contrast, addition, and sequence connectors
• Basic tenses used in call centers
• Core customer service vocabulary
• Essential phrasal verbs and idioms
• Pronunciation through shadowing
• Listening using movies
Movie of the week: The Intern
Book suggestions: Side by Side 4 / Interchange Level 2
WEEK 2 (Dec 1–7): Call Center English
Goal: Sound professional and polite on the phone.
You will practice:
• Call flow (greeting, verification, resolution)
• Soft skills and polite language
• Listening to real call recordings
• Writing professional emails
• Connectors for formal communication (e.g., therefore, thus, regarding)
Movie: The Devil Wears Prada
Book: English for Customer Service
WEEK 3 (Dec 8–14): Problem-Solving Language
Goal: Handle difficult or confused customers smoothly.
You will practice:
• Empathy phrases
• Calm and control language
• Clear explanations
• Complex phrasal verbs and idioms
• Roleplays with difficult clients
Movie: The Social Network
WEEK 4 (Dec 15–21): Advanced & Natural English
Goal: Speak faster, more naturally, and without translating.
You will practice:
• Connected speech
• Advanced connectors
• Natural small talk
• Storytelling for fluency
• Daily reading & speaking
Book: The Curious Incident of the Dog in the Night-Time
WEEK 5 (Dec 22–28): Call Center Training Simulation
Goal: Practice like a real call center agent.
You will practice:
• Fast listening (1.25x)
• Fast reading
• Billing, tech support, orders, complaints
• Call summaries
• Grammar in context
WEEK 6 (Dec 29–31): Final Prep + Job Interview
Goal: Be fully ready for your interview.
You will practice:
• Job interview questions (B2 level)
• Mock interviews
• Full call simulations (easy, medium, difficult)
• Final assessment
LESSON 1 – TODAY (NOV 24)
(Duration: 3 hours)
Everything below is in English only, with definitions in English.
SPEAKING WARM-UP (10 min)
Answer these out loud:
• “Tell me about your day today.”
• “What do you usually do on weekends?”
• “Why do you want to work in a call center?”
You can send me your answers for correction.
LISTENING PRACTICE (45 min)
✔ Shadowing Exercise (10–15 min)
Search on YouTube:
“English Speaking Practice – Daily Conversation – 10 minutes”
Shadow = repeat exactly what you hear, copying tone and rhythm.
✔ Movie Listening (30 min)
Watch the first 30 minutes of The Intern.
Send me:
• 5 sentences you understood
• 3 new words you noticed
VOCABULARY – CALL CENTER + DAILY ENGLISH (30 min)
Essential Call Center Phrases
• “Thank you for calling, my name is ... How can I assist you today?”
• “Could you please verify your full name and date of birth?”
• “Let me check that for you.”
• “Thanks for your patience.”
• “I completely understand your concern.”
• “Is there anything else I can help you with today?”
These are formal, polite, and used in every call.
Phrasal Verbs of the Day
(Definitions in English only)
• Look into — to investigate; to check something carefully
• Figure out — to understand or solve a problem
• Follow up — to continue checking something; to contact again
• Turn on / turn off — to activate or deactivate a device
• Pick up — to answer a phone call; to collect something
• Hold on — to wait for a moment
Idioms of the Day
(Definitions in English only)
• Piece of cake — something very easy to do
• Break the ice — to start a friendly conversation in a new situation
• In the long run — over a long period of time; eventually
GRAMMAR — CONNECTORS (40 min)
Addition connectors
Meaning: used to add more information.
• Also — in addition
• Furthermore — even more, adding stronger information
• Moreover — a formal version of “also”
• In addition — adds an extra point
Example:
I want to improve my English; moreover, I want to speak more fluently.
Contrast connectors
Meaning: used to show difference between two ideas.
• However — introduces a contrasting idea
• Although — shows contrast within the same sentence
• Even though — stronger version of “although”
• On the other hand — introduces an opposite perspective
Example:
I understand English; however, I need to improve my speaking.
✔ Writing Exercise
Write 3 sentences with addition connectors and 3 with contrast connectors.
Send them to me for correction.
WRITING TASK (20 min)
Write 80–120 words:
Topic:
Why I want to work in a call center, and what skills I already have.
Use at least two addition and two contrast connectors.
Send it to me and I’ll correct it.
SPEAKING PRACTICE — Roleplay (10 min)
Repeat these sentences out loud:
• “Thank you for calling. How can I assist you today?”
• “Let me verify that information.”
• “I completely understand your situation.”
• “I’ll be happy to help you with that.”