April 27 2016 Assgnment

Wednesday's assignment

Contracts

Task 1:

Listen to a talk and take notes of seven key points and supporting details. Compare your notes with a partner. 

Before you consider signing a contract ...  - make sure you shop around: comparing  prices, guarantees, and warranties, the duration of contract, any terms or conditions that are important  ask 3 companies to compare before signing for services -know who you are dealing with: research this company to see its reputation. world of mouse or reference

When signing a contract ...  - never feel pressure to sign the contract right away: offer once a life time special deal and they won't offer it again.  - always get it in writing, never rely on verbal promise: don’t hesitate to cross out some parts of agreement that you don’t agree with. Make sure any of these changes  are initialed of all parties before you sign. also fill in any blank spaces so other detail can't be added without your permission or your knowledge  - read the fine print: if you don't understand any of terms or conditions, ask questions.  - if or how you can get out of contract: cooling off period, check the consumer service act

Task 2:

Listen again and answer the questions. 

1.    What can prevent you from getting the best possible service and price?

     Dont go to the first place sign you contract, compare with three

     people don't do the research enough 

2.    What are the potential consequences of not performing due diligence?

      you may cost more money than you should or spent more time

3.    What signals should you be wary of when a contract is involved?

     If someone press you what's the 

     sales put pressure on consumers.

4.    What can help prevent misunderstandings or fraud when you sign a contract?

     dont be shy and ask questions

     people has to do some research about this company or service in order to see their reputation or get a reference letter if it was referred from your friends or family members. 

5.    What is contained in “the fine print” and what are the consequences of not reading it?

       some terms or conditions of the contract

       the contract can't be changed or broken unless you and your parties both agree with the new terms. 

6.    What points does the speaker make about the language of contracts?

     Plain language in published communication this means language that the average person understands rather than the complex legal and technical jargon that has been traditionally used. More and more business are slowly coming on board, so we are moving in the right direction 

7.    Explain the term direct agreement and give an example of a personal development service agreement.What do both of these agreements have in common?

     a personal development service agreement.What do both of these agreements have in common?

     direct agreement:  door to door selling situation. 

     a personal development service agreement: gym membership contract 

8.    What are the potential consequences of cancelling a contract?

     if people cancel the contract over time, both parties has to agree with it otherwise you will be charge in most of time. Or they will spent more money and time to hire a lawyer even going to the court. 

9.    What will help protect you if there is a breach of contract?

     keep the contract copy in writing.

Task 3:

Fill in the following table and add any new idioms/vocabulary that you have picked from the talk.

Key vocabulary	Meaning	Sentences
party	a person or people forming one side in an agreement or dispute.
offer	present or proffer (something) for (someone) to accept or reject as so desired.
acceptance	agreement with or belief in an idea, opinion, or explanation.
consideration	careful thought, typically over a period of time.
terms	conditions under which an action may be undertaken or agreement reached; stipulated or agreed-upon requirements.
conditions	a state of affairs that must exist or be brought about before something else is possible or permitted.
disclaimer	a statement that denies something, especially responsibility.
cooling-off period	an interval during which two people or groups who are in disagreement can try to settle their differences before taking further action.
regulated sectors	the government sectors of regulating
small claims court	a local court in which claims for small sums of money can be heard and decided quickly and cheaply, without legal representation.
estimate	roughly calculate or judge the value, number, quantity, or extent of.
recourse	a source of help in a difficult situation.
buyer’s remorse	buyer deep regret or guilt for a wrong committed.
arbitration	the use of an arbitrator to settle a dispute.
retainer fee	a fee paid for retainer
Verbs and verb collocations
to be bound by
to be subject to
to breach
to sue
to file a complaint
to resolve
to perform due
diligence	hard work
to disclose
information	how about something
be liable for	responsible by law
to reserve the right

Monday's assignment

Monday's assignment

Task 1:

Listen to a dialogue between a customer and a restaurant manager. Answer the questions below.

1. What product or service does the customer enquire about? What are her general requirements?

   Family party of 30 person, 18 adults and 12 kids.

2. What are the specific items that the customer would like to have included in her order? How will the manager accommodate those needs?

    He suggested her tall table sit-down dinner, children  menu, wheelchair,

3. Underline the items from the menu that are not mentioned in the conversation:

  • mini pizzas • drinks • steak • Caesar salad • cream filling

4. What is the final order that the manager wants the customer to confirm?

   large cake.

5. How and when will the order be finalized?

   The manage recall to customer all the cost, then customer apply it.

6. How would you describe the manager’s style of customer service? Give reasons.

   Consider

Task 2:

Listen to the recording again. Record the phrases and expressions you hear. Then, with a partner, add your own expressions to the list.

Asking for information: I'd like to know if....                                          Could I have...                                          What about the menu?

Clarifying information:  Let me repeat the number....

Changing the topic:  How about ......

Closing the conversation: I'll back for you shortly.

Task 3:

Locate information relating to each of the situations above. Go to the home page of the Ontario Ministry of Small Business and Consumer Services, and then click on then Your Rights. There are four categories, within your groups, write a quick summary, and then present your findings to the class.

April 22 2016 Assgnment

Your Voice on the Telephone: Tone, Intonation and Emphasis

The way you use your voice on the telephone will impact on how the message is received. Tone of voice, intonation and emphatic stress all carry meaning and can affect the way the other person perceives your message.

Tone: Because there are no visual cues, a listener must rely on the tone of your voice to determine the mood and intent of the call. For example, if you are making a complaint, your tone will be serious. If you feel that your concerns are not being addressed, your tone may change to one of frustration. If you have complained about the same problem to several people, your voice will probably have an angry tone.

Intonation: Intonation refers to the way your voice goes up and down when you are speaking. It’s important to vary your pitch to maintain the listener’s interest. Having a monotonous or flat voice makes the conversation boring for the listener. It also sends the message that you are bored with what the other person is saying.

Emphasis: Emphasis refers to the way certain words are stressed to convey meaning. For example, in each of the following sentences different words are stressed, and the meaning of each sentence is different because of it.

I was told you did the work. vs. I was told you did the work. vs. Iwas told you did the work.

Task 1:

Listen to segments of eight telephone conversations. Discuss the questions below.

Conversation 1: What message does the tone of the speaker convey? Why?

The speaker was very angry because she wanted to complaint the service with a manager.  

Conversation 2: Describe Eleni’s tone. Describe Adam’s tone at the end of the conversation.

Eleni was angry because Adam didn't pick up Eleni's phone call. 

Adam emphasized his words to Eleni that was true  

Conversation 3 and 4: Compare the tone in the two conversations. How are they different?

Gus was in trouble and very serious, there was some issues they had to fix

The manager had some information to inform to Gus. There was nothing serious happened.

Conversation 5: Describe Greg Milne’s intonation. What impression of Greg would you have if you received this message on your answering machine?

He had falling intonation. he seems that he is sad. There were some problems about the renovation fees 

Conversation 6: Describe the caller’s tone. What kind of impression does she make?
Would you consider ordering this product based on the sound of her voice? Why?

The caller's tone was very excited and promoted products. she is not interested in it at all . I will consider ordering it if I need, because his tone sounds like this was very good product

Conversation 7, 8: Which words are emphasized in each conversation? Why? How would you emphasize the words in Tom’s sentences?

Tuesday, Thursday

April 20 2016 Assgnment

Listen to the following telephone conversation in which a patient is apologizing for missing an appointment. As you listen, fill in the blanks.

Hospital: Good morning. Princess Margaret Lung Scan Study.

Patient: Oh, hello. I had an appointment for a lung scan on Monday and I’m
……terrible………..sorry but I missed…………the appointment. I apologize. I just didn’t notice it on my …calendar…

Hospital: Okay. May I have your name, please?


Patient: Yes, it’s Vivian Bryce – that’s B-R-Y-C-E. My appointment was for 9:45 a.m. on Monday the 12th. I was  wondering if I could possibly …the sche………….?

Hospital: Let’s see. how about Wednesday the 21st at 9:50 a.m?

Patient: No, I’m not aviliable the 21st. Do you have anything………. on Friday the 23rd?

Hospital: 
Yes, how about 10:30 a.m.?

Patient: Perfect. so that's Friday the 23rd at 10:30 a.m. Bye.

Hospital: Bye.

Task 2:

Complete the table below with the expressions used to apologize and the explanation used in the above telephone dialogue.

Apology	Explanation

April 19 2016 Assignment

Look up your phone number or your friends’ numbers on www.canada411.ca.

Task 1:

Use the Blue Pages to find the number you would call in the following situations.

1. You want to find a recreation centre near your home.

Heading and level of government: TORONTO PUBLIC LIBRARY

Department/Phone #: 416-395-5750

2. You need to find a long-term care facility for an elderly relative.

Heading and level of government: Seniors' Health Centre -North York General Hospital

Department/Phone #: 416-756-1040

3. A car ran over a squirrel in front of your house and the squirrel is dead. You need to call someone to come and remove the animal.

Heading and level of government: C G Cleaning Services Ltd

Department/Phone #: 519-763-5830

4. You want to find out where you can take a road test to get your driver’s license.

Heading and level of government: ExExaminers' Blue Chip Driving School 

Department/Phone #:416-507-6383

5. Your employer asked you to work overtime but has not paid you anything extra. You want to know what your rights are.

Heading and level of government:

Department/Phone #:

6. You have a temporary disability (you broke your leg) and you need to get an accessibility sticker for your car that allows you to park in accessible parking places.

Heading and level of government:

Department/Phone #:

7. You received a notice with your automobile plate renewal notification that your car has to have an emissions test before you can renew your plate this year. You need to find a garage in your area that does emissions tests.

Heading and level of government:

Department/Phone #:

8. The snow has not been removed from your street for several weeks and you can’t get your car out of the driveway.

Heading and level of government:

Department/Phone #:

Task 2:

Read the following article about deceptive telemarketing.

What is Deceptive Telemarketing? Using the phone to obtain payment from you for a non-existent or misrepresented product, service or charitable gift is deceptive telemarketing. Using the phone to obtain your private banking information or credit card number to steal is deceptive telemarketing. Offering you a prize for which you must pay is deceptive telemarketing. Using the phone to obtain your money fraudulently in any way is deceptive telemarketing. It is a serious crime punishable by jail. Telemarketing, the use of telephones to market goods and services, has rapidly expanded in recent years. Sales in Canada now exceed $500 billion dollars a year. Most of these telemarketing activities are legitimate but some are not. Deceptive telemarketing practices have been a problem in Canada, with cross-border implications, since the early 1970s. Telemarketing fraud has now become one of the most pervasive forms of white-collar crime. In 1998, law enforcement and other agencies reported over 45,000 complaints about fraudulent telemarketing. Since 1995, Canadians have lost approximately $200 million as a result of this activity. Criminals are drawn to the offence by large proceeds and relatively low risks of detection, prosecution and punishment. Since the 1980s, low-cost telecommunications have created economies of scale and provided offenders with effective means of conducting potentially massive frauds. A single telemarketer with a well-organized scheme can easily extort several hundred thousand dollars per year from unsuspecting victims. In some cases, the high profits have also attracted organized crime.

Target Groups and Victims

Offenders maximize their profits by focusing on vulnerable target groups. Victims are not chosen at random but rather are methodically selected because they have savings or assets and are perceived to be susceptible. Fraudulent telemarketers often prey on seniors on the assumption that they may be more trusting and polite toward strangers. Offenders have told police their ideal target is an elderly person, home alone, with little or no contact with family members. Another higher risk group is past victims. Once an individual has been identified as being vulnerable, they are repeatedly targeted. Victim information is often sold in the form of "sucker lists" or "hot lists" to other offenders. The Effects of Telemarketing Fraud The estimated $200 million lost by Canadian victims of telemarketing fraud is only a small part of the cost of this pervasive crime. Research conducted by North American law-enforcement and police officials indicates that the elderly are not only more susceptible, but they tend to be more seriously affected. Some have lost their life savings and have been forced to sell their homes. Seniors are often reluctant to report the crime to the authorities or even to family fearing they will be blamed for being “careless” or “greedy.” Some fear they will be seen as incompetent and lose control over their affairs.

Source: PhoneBusters: The Canadian Anti-fraud Call Centre, www.phonebusters.com; extracted June 22, 2009, with permission.

A- Find synonyms in the article for the following words.

1. get                          7. profits

2. dishonestly            8. very large; huge

3. increased in size     9. vulnerable

4. are more than       10. victimize

5. honest                   11. unwilling

6. common                12. the object of attention

B-  Choose True or False.

1. Fraudulent telemarketers sometimes pretend to be legitimate charities seeking a donation. T 

2. All telemarketing is dishonest.  F

3. Many fraudulent telemarketers are never caught and punished. T F

4. Fraudulent telemarketing is attractive to criminals because of the potential to make 

large amounts of money with little investment. T F

5. Organized crime is responsible for most telemarketing fraud. T F

6. Fraudulent telemarketers target seniors because they have more money. T F

7. A victim of telemarketing fraud is at higher risk of being victimized again. T F

8. Seniors may not report being victimized by a telemarketing fraud because they

are afraid of what their family will say. T F