Pat Tooles Corporate Performance Omaha Public Power District

Transcription

1 I have really enjoyed Spanish Chat for Business. The pronunciation guides and phrases are valuable tools that I use often in my day to day work. Jill Regester Communications Manager Woodmen of the World A variety of fun activities kept me and other library employees engaged while learning vocabulary and phrases essential to conducting business with Spanish-speaking customers. (In fact, I just used those skills yesterday!) Joanne Ferguson Cavanaugh Omaha Public Library The practical and enjoyable lessons were designed to teach our employees to communicate with our Spanish-speaking customers. We learned the language, plus important cultural facts about Spanishspeaking countries. Pat Tooles Corporate Performance Omaha Public Power District The lessons are easy to follow and understand, and the phrases we learned were exactly what we needed to better serve our customers. Julie has that rare gift of making learning fun. She brings such exuberance to her classes, the students learn very easily. Terry Wingate Volunteer Coordinator Omaha Public Library This was the best Spanish learning experience I have ever had. The class was extremely upbeat and fun. I will continue using her guides as a reference. Thanks! Tess Snyder Woodmen Insurance Agency The thing I like best about having learned Spanish is that it helps me connect with people from another culture and it makes them feel better too. Cynthia Vana Library Specialist Omaha Public Library I enjoyed the practical classes Spanish classes which were geared to the needs of our Customer Service Department at OPPD. Joy Mota Customer Service Center Omaha Public Power District The types of phrases are very applicable to the different divisions within Woodmen. The style is both educational as well as fun which is always important when challenging adults to learn a new language. Leslie Loeffler PHR HR Generalist Woodmen Life Insurance Society I would say: Spanish Chat with Julie is an experience of enthusiasm for the topic. She is pragmatic, able to teach at the appropriate level and yet challenging in a polite way. Dr. Charles Filipi Professor of Surgery Creighton University When learning to speak a new language, students often feel shy or intimidated when trying to put together more than a few words. Spanish Chat Company s method of teaching Spanish makes the learning process fun and easy, so students show more confidence in pronouncing words and forming sentences. I would recommend these beneficial key words and phrases whether for personal or business use. Deb Barelos Circulation Manager Omaha Public Library I grew up speaking Spanish and English, upon moving to the Midwest at age 14, I didn t have anyone to really speak with and I lost a lot of it. The Spanish classes are refreshing my memory and I ve started speaking more at home so my 4 year old son can also learn. I now communicate with my fellow colleagues and we talk in passing. It s been an enjoying experience to relearn. Mary Hunziker Project Specialist Woodmen of the World

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3 SPANISH CHAT for BUSINESS CONVERSATIONAL SPANISH LESSONS FOR BUSINESS PROFESSIONALS JULIE JAHDE POSPISHIL and BRADLEY POSPISHIL Omaha, Nebraska

4 by Spanish Chat Company, LLC All rights reserved. No part of this book may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without permission in writing from the publisher. The authors acknowledge that there are many differences in language translation and have attempted to select a form of Spanish that will be understood in the vast majority of Spanish-speaking situations. For more information and to contact the authors: ISBN 13: ISBN 10: LCCN: Library of Congress Cataloging-in Publication Data on file with publisher. Published by: Spanish Chat Company Cover and Design by Concierge Marketing, Inc. Printed in the United States of America

5 Acknowledgments Spanish Chat for Business is dedicated to our family, son Jaden, daughter Elena, friends, students, and future travelers everywhere. We would like to thank Sandra Wendel, Indira Engel, Angelica Gomez, Monica Huapaya, Gonzalo Baron, Teresa Shane, and Mary Jo Pederson for help with book editing. We appreciate the guidance and expertise of Lisa Pelto, Gary Withrow and everyone at Concierge Marketing. An extra thanks to our parents and grandparents who have been amazing role models for us and have taken care of our children while we worked on the book.

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7 About the Authors Julie Jahde Pospishil studied for a semester at the University in San Sebastian, Spain, and has an M.A. in Education-Language Acquisition from the University of Nebraska Omaha. She has taught Spanish for 15 years customizing Adult Spanish Business Classes for Ameristar Casinos, Cox Cable Communications, Boystown Pediatrics Bergan Mercy Hospital, Omaha Public Power Development (OPPD), Omaha Public Libraries, Dana College, Woodmen of the World and Metropolitan Community College. She loves traveling with her husband, Brad, and has spent summers in 14 different Latin American countries, meeting many amigos. Julie currently teaches Spanish Chat for Business classes, directs a summer Spanish camp, and cooks Latin American dishes with her children, Jaden and Elena. She believes everyone smiles in the same language and donde existe voluntad, siempre hay un camino. = Where there's a will, there's a way. Brad Pospishil has been a Spanish teacher for the past 10 years at Omaha North Magnet High School. He has a B.A. from Rockhurst University and an M.S. from the University of Wisconsin Madison in Industrial Relations. He studied Spanish at the University of Nebraska Lincoln and at ITESM-Querétaro, México. He received his teaching certificate from UNL with endorsements in Spanish, history, and government. Brad has traveled extensively in Latin America with his wife, Julie, on Aventuras con Julia.

8 Contents Introduction: A Tour of the Book... 1 Survey of goals and needs... 3 Lesson 1: Read Spanish in Just 5 Minutes... 5 Pronunciation of vowels and consonants... 6 Greetings and goodbyes... 8 Choosing a Spanish name... 9 Using 2 last names...10 Tú versus usted...12 Accent marks...12 Helpful customer service phrases...13 Categorizing Hispanics and Latinos...17 Famous Hispanic-Americans...18 Desktop Phrase guide...23 Map of Spanish Speaking Countries...24 Lesson 2: Connect with Your Customers Initial customer contact...26 Account information...27 Numbers 1 9, Business information / Pricing...31 Question words...34 Spain...36 Variations in the Spanish language...38 The 4 ways of saying the...40 Lesson 3: Build Rapport Gathering customer information / Personal questions...48 Gender differences / Machismo / Hispanic families...49 Supervising Latino employees...49 Expressing likes and dislikes...49 Describing your family, your job, your age...51 México...54 Historical perspectives...56 Verifying account information...57 Alphabet...58 Dealing with customer problems...60

9 Lesson 4: Solve Problems and Sell More Family presentation...68 Number practice / Bingo...68 Account inquiries...69 The Mayan number system...71 Solving technical and account problems...72 Three very useful verbs: to have = tener, to want = querer, and to go = ir...74 Sales phrases...78 Locating Central American countries...80 Guatemala / El Salvador / Honduras / Nicaragua...81 Lesson 5: Time for an Appointment Telling time...89 Daily routine / Reflexive verbs...90 Tomorrow = Mañana / Tardiness...91 Holidays and fiestas...91 Months of the year / Days of the week...92 Weather / Calendar phrases / Seasons...94 Aztec Calendar...96 Billing and installation phrases...97 Legends and myths Costa Rica / Panamá The verbs to be = ser versus estar Lesson 6: Collect Payments Conquistadors / Why Spanish is spoken throughout the Americas Billing and payments Communication styles Colombia / Ecuador / Venezuela Locating South American countries Credit card transactions and payment processing Bill collection Regular present tense ar verb conjugation...122

10 Lesson 7: Graceful Goodbyes Closing phrases Exclamations Adjectives / Colors Inca Empire Completing transactions Bolivia / Perú / Chile Regular present tense er/ ir verb conjugation Lesson 8: Need Directions? Polite phrases Giving and receiving directions Bilingual employees This/that/these/those Preterite past tense Language acquisition English versus Spanish Argentina / Uruguay / Paraguay Final project ideas Lesson 9: Travel Tips Menus Latin American schedules Restaurant phrases and etiquette Travel and medical phrases Puerto Rico / Dominican Republic / Cuba / Equatorial Guinea Travel advice Table settings Recipes Lesson 10: Future Prospects Final project presentations Proverbs Tongue twisters ideas to continue learning in the future Grocery store scavenger hunt and field trip Feedback form Summary...203

11 Extra Vocabulary Additional vocabulary and cultural considerations relating to these lessons Lesson 1-List of female/male names in Spanish Lesson 2-Number chart Number song Lesson 3-Extended family Professions / Workplace / Things you like to do Lesson 7-Basic adjectives / Opposites / Colors Lesson 8-Stores Around the town Lesson 9-Health words / Body parts / A little more Medical phrases Food words / Tourist needs / Hotel words Metric system conversions / Temperature Extra Grammar Additional grammar explanations with practice exercises Lesson 1-Accent marks and when to use an accent Lesson 3-Gustar Indirect and direct object pronouns Lesson 5-Reflexive verbs Present progressive Lesson 7-Basic verb conjugation / Regular present tense Stem changing verbs (boot verbs) / First person irregular verbs Lesson 8-This/that/these/those Regular preterite Irregular preterite Skateboard verbs Imperfect Irregular imperfect Preterite vs. imperfect Answer Key For all exercises in lessons 1 10 and answers to Extra Grammar Glossary Alphabetical word list of all the phrases in the book Spanish to English English to Spanish Subject Index Business Spanish Chatbook Order Form...295

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13 Introduction: A Tour of the Book Welcome = Bienvenidos! We are so glad you have joined us on this adventure, and we hope you will be able to use these phrases starting immediately. If you would like to communicate with Latino employees or Hispanic customers, then this book has useful, practical phrases designed for busy professionals. If you have forgotten your high school Spanish, and you are spending a fortune in translation services, then this is the book for you. Spanish Chat for Business helps you to start communicating in Spanish right now. Each of the first 9 lessons includes 20 business phrases. The first time the phrase is introduced, it will have the English phrase = the Spanish phrase followed by the pronunciation guide in italics. This guide is meant to help a native English speaker read the Spanish phrase out loud and pronounce the words correctly. Each new word in the pronunciation guide is capitalized. For example, nice to meet you = mucho gusto (Moo-cho Goose-toe).

14 2 SPANISH CHAT FOR BUSINESS This book is primarily written in the polite Usted form in order to help with customer service and business situations. Usted is pronounced Ew-sted like the ew in the word new. A word with an accent mark will have all capital letters in the pronunciation guide to show which syllable is stressed. For example, telephone = teléfono (Tell-LAY-phone-oh) means put the emphasis on the LAY in this word. Each lesson contains a review of the phrases from the previous lesson, 20 new phrases, spoken practice, multiple choice exercises, matching, a skit with a typical business conversation, grammar tidbits, translation practice, an exam, flashcards, games, and puzzles. Awareness of the Hispanic culture is woven into each lesson with facts about each Spanish-speaking country, trivia questions, an explanation of cultural differences in business styles, and overall cultural diversity considerations. You will need to have dice, scissors, and bingo pieces or small paper scraps ready for some of the activities. There are also a few partner exercises in each lesson. Find a friend, family member, or a native speaker to help you with these activities. A lunch study group that meets for an hour or two each week is ideal. Each lesson will take about 2 hours to complete. To improve your pronunciation, purchase the Spanish Chat for Business CD. Each time you see the CD symbol on the left, follow along to improve your Spanish skills. Native speakers pronounce the Spanish phrases, allow time for you to repeat them, and act out each of the conversational role plays. Listen to these 180 phrases and typical business conversations while driving, working, or exercising. Pair the book and CD together to maximize your learning experience! Order the CD from our website, Spanish Chat for Business aims to help you apply knowledge of Spanish to your profession immediately, by personalizing the activities and making learning enjoyable. Vámonos! = Let s go!

15 INTRODUCTION: A TOUR OF THE BOOK 3 BIENVENIDOS! = WELCOME! This survey will help you identify your goals and needs in order to create the best learning environment possible. Fill out this form and then discuss your answers with a partner or as a group. Learning requires interest. 1. Why are you interested in learning Spanish? Your background affects learning. 2. Have you ever taken a foreign language class? If so, where? How many years? 3. How would you rate your Spanish abilities? Circle the choice that best fits your current level. àà I understand Spanish. Everything Most conversations Some A little Nada =Nothing àà I speak in Spanish. Fluently With some mistakes Lots of mistakes Nunca = Never àà I write in Spanish. Well, with very few mistakes With some mistakes Lots of mistakes Nunca = Never à à I read in Spanish. Easily without a dictionary to look up words Sporadically, with a dictionary to look up words Nunca = Never Please continue this survey on the next page.

16 4 SPANISH CHAT FOR BUSINESS You learn from your problems. 4. Describe a past experience where it would have been helpful to know Spanish. Practice makes perfect. 5. How do you plan to study Spanish outside of class? 6. How much time do you expect to practice Spanish each week? You learn better in a positive and respectful environment. 7. What will you do to make learning Spanish a positive experience? 8. Any other comments or questions???

17 LESSON 1 LECCIÓN Read Spanish in Just 5 Minutes Goals: In this lesson you will learn about these topics: pronunciation of vowels and consonants, how to learn to read Spanish in 5 minutes, greetings and introductions, using 2 last names, tú versus usted, accent marks, helpful customer service phrases, and categorizing Hispanics and Latinos, and famous Hispanic-Americans.

18 6 SPANISH CHAT FOR BUSINESS 1 = UNO YOU CAN LEARN TO READ SPANISH IN 5 MINUTES This guide will help you pronounce and read every word in Spanish, although you will have to use detective skills to be able to understand anything. Read these words and phrases out loud, paying careful attention to the sounds of each letter. The vowels = Las vocales: The good news is, the vowels are always the same! A = (ah) la banana (Lah Bah-nah-nah) = the banana la mamá (Lah Mah-MAH) = the mom E = (eh) el bebé (L Bay-BAY) = the baby el empleo (L M-play-oh) = the employee I = (eee) sí (See) = yes qui-qui-ri-quí (Key-key-ree-key) = cock-a-doodle-doo O = (oh) no (No) = no Cómo? (Co-moh) = How s that? U = (ew or oo) Mucho gusto (Moo-cho Goose-toe) = Nice to meet you.

19 LESSON 1: READ SPANISH IN JUST 5 MINUTES 7 The consonants = Las consonantes B and V sound similar Vámonos! (Bah-moh-nose) = Let s go! H is silent (Cross it out) Hola.(O-lah) = Hello Habla (Ah-blah) = talk J and Ge and Gi sound like H Julia (Who-lee-ah) = Julie José (Ho-say) = Joe gente (Hen-tay) = people girasol (Here-ah-soul) = sunflower QUE- Kay Por qué? (Poor-K) = Why? porque (Poor-K) = because QUI- Key Quién? (Key- N) = Who? LL- Yeah or Yah Me llamo. (May Yah-mow) = My name is. Ñ- Like bunion Señor (Seen-yore) = Mr. or Sir Señora (Seen-yore-ah) = Mrs. or Ma am Señorita (Seen-yore-ree-tah) = Miss (young, unwed) RR- is trilled/rolled Correcto (Core-wrrrreck-toe) = correct Perro (Pair-r-r-row) = dog Without rolling the r it would be: Pero (Pair-row) = but Having trouble rolling your RR s? Your tongue muscle needs exercise. You should be able to roll your RR s if you spend a few months practicing this Spanish phrase: Un tigre, dos tigres, tres tigres = One tiger, two tigers, three tigers (Ewn T-gray, Doughs T-grays, Trays T-grays)

20 8 SPANISH CHAT FOR BUSINESS 2 = DOS There are some Spanish business words that resemble English words. English and Spanish are both Latin-based languages and some words are similar. Read these words out loud using your new pronunciation skills and then guess the meaning of each word. When you are finished, refer to the Answer Key at the back of the book. 1. el cheque = 2. el banco = 3. el café = 4. el teléfono = 5. el cliente = 6. el número = 3 = TRES Let s begin chatting with these common greetings and goodbyes. Read the phrase out loud using the italics to help you with your pronunciation. 1. Hello. = Hola. (Oh-lah.) 2. Good morning. = Buenos días. (Bwen-nose Dee-ahs.) 3. Good afternoon. Good evening. = Buenas tardes. (Bwen-nahs Tar-days.) This greeting is used from noon until dark. 4. Good night. = Buenas noches. (Bwen-nahs No-chays.) 5. Have a great day. = Que tenga un buen día. (K tang-gah Ewn Bwhen Dee-ah.) 6. See you later. = Hasta luego. (Ah-stah Loo-way-go) 7. Goodbye! = Adiós! (Ah- dee-ohs) (Many times this is used as a final goodbye.)

21 LESSON 1: READ SPANISH IN JUST 5 MINUTES 9 4 = CUATRO Circle the English choice that matches the Spanish phrase. 1. Buenos días a. Good afternoon. b. Good night. c. Good morning. d. Good job. 2. Hasta luego. a. Goodbye. b. See you later. c. Never again. d. See you soon. 3. Buenas noches. a. Good afternoon. b. Good night. c. Good morning. d. Good nachos. 4. Buenas tardes. a. Good afternoon. b. Good night. c. Good morning. d. Good tacos. 5 = CINCO Choose a Spanish first name for yourself: (This is the one time in life where you get to choose your own name.) See Extra Vocabulary- Lesson 1 for a name list. Write your new name here: Me llamo. (May Yah-mow.) = My name is. At your workplace, find a Spanish-speaker and practice saying the appropriate greeting for the time of day, buen. For example, buenas tardes. Then say, me llamo. Hasta luego. If you are working in a group, greet as many people as possible in the next 3 minutes.

22 10 SPANISH CHAT FOR BUSINESS 6 = SEIS In many Hispanic countries people use 2 last names. This may cause confusion when dealing with account and billing issues. Businesses should be aware that typically the father s last name comes first, followed by the mother s last name. For example, José Ramírez Gómez marries María López Vásquez. (See the following family tree.) Their son is named José Carlos Ramírez López and their daughter is María Carmen Ramírez López. A woman getting married may keep both her maiden names or add de with her husband s last name. For example if the daughter, María Carmen Ramírez López, marries Diego Cantú Molina she may be María Carmen Ramírez López de Cantú. In many Latin American countries, you would even use both last names when looking up someone in the phone book. In the United States the son may shorten his name to Carlos Ramirez (dropping José and López and also dropping the accent mark/tilde. He may choose to hyphenate his last name as Ramírez-López. The daughter may be called Carmen Ramírez. José Carlos may even be called Carlitos as a child. Nicknames and using the endings of ito and ita is common throughout the Hispanic world. José Ramírez Gómez María López Vásquez José Carlos Ramírez López María Carmen Ramírez López de Cantú Diego Cantú Molina

23 LESSON 1: READ SPANISH IN JUST 5 MINUTES 11 7 = SIETE What would your Hispanic name look like? For example, what was your father s last name? + what was your mother s maiden name? + (for women only) de (your husband s last name). If you lived in a Spanish-speaking country, there would be space for these multiple names on most official forms and documents. 8 = OCHO Practice this chant using rainsticks, maracas, drums, or some other instrument to provide rhythm: A, E, I, O, U, Cómo se llama usted? = What is your name? (Ah, Eh, Eee, Oh, Ewh, Koh-mow Say Yah-mah Ew-sted?) At the end of the chant you say, me llamo. (May Yah-mow) meaning, my name is. Then say, mucho gusto. (Moo-cho Goose-toe.) which means, nice to meet you. If you have a group, play hot potato with a maraca. The person holding the maraca at the end of the chant says, me llamo. The group then replies, mucho gusto. The authentic original rhyme in Latin America is, A, E, I, O, U, un burro sabe más que tú, meaning A, E, I, O, U, a donkey knows more than you. Remember back to when you or your child was learning to speak English. They start out with wha-wha for water and everyone cheered. Learn to laugh and cheer at your mistakes because that means you are at least trying. We will work together as we take baby steps to learn this new language.

24 12 SPANISH CHAT FOR BUSINESS 9 = NUEVE Tú versus Usted (abbreviation Ud.) both words mean YOU in Latin America. Tú (Two) is the casual and informal you versus Usted (Ewsted like the ew in new), which is the polite and formal way of saying you. Usted is used as respect for customer service, courtesy, anyone older, or higher ranking. Use usted for an initial meeting. We will use the usted form because it is best for customer service. Tú is used with close family members and friends in your same age group, when in doubt use USTED! One company had complaints with a customer service representative who was always addressing clients in the informal tú form. Her evaluations were lower, due to this informality. If you are in doubt in a social situation, just ask, Is it okay to use the tú form? = Me puede tutear? (May Pway-day Two-tee-are?) For more than one person use Ustedes (Uds.) = Y all or all of you. In Spain, Vosotros is used instead of Ustedes. 10 = DIEZ Do you need an accent? Here are some computer keyboard shortcuts. For more Spanish marks and how and when to use an accent, see the Extra Grammar-Lesson 1. ON A PC: For á, é, í, ó, ú, Á, É, Í, Ó, Ú Hold down these two keys at the same time: Now the next letter you type will have an accent mark. Ctrl / Accent Grave ON A MAC: For á, é, í, ó, ú, Á, É, Í, Ó, Ú Hold down these two keys at the same time: Now the next letter you type will have an accent mark. Alt E

25 LESSON 1: READ SPANISH IN JUST 5 MINUTES = ONCE When you begin to try out your Spanish skills, sometimes you will get yourself into confusing situations. Use these 10 helpful customer service phrases to take control of the conversation and slow down the speaker. Use what you already know and try out your detective skills to guess the rest. Relax and have fun because many Hispanic customers are honored that you are trying to learn their language and relieved that they aren t relying on their own English skills. The phrases in this book will cover initial questions along with typical customer responses. Working with a partner, have one person ask the question and the partner answer in Spanish. Then switch roles. 1. How are you? = Cómo está usted? (Koh-mow S-tah Ew-sted?) 2. I am fine. = Estoy bien. (S-toy B-N.) 3. And you? = Y usted? (Eee Ew-sted?) 4. How may I help you? = En qué le puedo ayudar? (N K Lay Pway-dough Eye-you-dar?) 5. I d be glad to help you. = Con mucho gusto le ayudaré. (Cone Moo-cho Goose-toe Lay Eye-you-dah-ray.) 6. How do you say in Spanish? = Cómo se dice en español? (Koh-moe Say Dee-say N S-span-yole?) 7. Slow down. = Más despacio. (Moss Dess-paw-see-oh.) 8. I understand. = Entiendo. (N-tee-n-doe.) 9. I don t understand. = No entiendo. (No N-tee-n-doe.) 10. Repeat that, please. = Repítalo, por favor. (Ray-PEA-tah-low, Poor Fah-vor.) 11. What is your name? = Cómo se llama usted? (Koh-mow Say Yah-mah Ew-sted?) 12. My name is. = Me llamo. (May Yah-mow ) 13. Nice to meet you. = Mucho gusto. (Moo-cho Goose-toe.)

26 14 SPANISH CHAT FOR BUSINESS 12 = DOCE Now you have an opportunity to practice. Complete exercises 12 = doce and 13 = trece and then check your answers in the Answer Key. Find these Spanish words in the word search and then write the English on the line next to each word. The Spanish words are from the phrases in 11 = once. Buena suerte! = Good luck! A O D E S P A C I O L M S I P V D S M R T S A Y U D A R M S R D I C E M X T O Y Z B S A R I M I S G Á C D G Á V E M O B R E P Í T A L O H I S S J K O T P D M L B R A D T M P Ñ O D J Í S U P Q U V Á W Y A Z E N U N V C O M O R N O R Ñ R L E S E C H T L A B R O M O N E I E I O O S M F O V R A L P N T L B S H U L P A Í S D M U A N L R L Í G W F L N M U S E P E A B Ñ D E R U A N I T O D X V M E T N O M E T E L P M O C R A A N P U L U S T E D F I N X Word search = Buscapalabras CÓMO ESTÁ DICE PUEDO AYUDAR ENTIENDO BIEN MÁS ESPAÑOL MUCHO GUSTO DESPACIO POR FAVOR USTED REPÍTALO SE LLAMA

27 LESSON 1: READ SPANISH IN JUST 5 MINUTES = TRECE Write the letter of the corresponding English phrase on the line next to the Spanish phrase. 1. Cómo se llama usted? 2. Repítalo, por favor. 3. Hasta luego. 4. En qué le puedo ayudar? 5. Buenas noches. 6. Estoy bien. 7. Hola. 8. Me llamo. 9. Con mucho gusto le ayudaré. 10. Adiós! 11. Y usted? 12. Mucho gusto 13. Buenas tardes. 14. Cómo se dice en español? 15. Entiendo. 16. Buenos días. 17. No entiendo. 18. Más despacio. 19. Cómo está usted? A. (ah) I understand. B. (bay) See you later. C. (say) Hello. D. (day) I d be glad to help you. E. (eh) I don t understand. F. (F--fay) Have a great day. G. (hay) What is your name? H. (ah-chay) Goodbye! I. (eeee) Nice to meet you. J. (hoe-tah) Good morning. K. (kah) My name is. L. (L--lay) How may I help you? M. (M- -may) I am fine. N. (N- -nay) Good night. Ñ. (N--yeah) How are you? O. (oh) Slow down. P. (pay) Repeat that, please. Q. (coo) How do you say in Spanish? R. (air-ray) Good afternoon. S. (S --say) And you? 20. Que tenga un buen día.

28 16 SPANISH CHAT FOR BUSINESS 14 = CATORCE Have one person say the lines for María and the other person say the lines for José, replacing María and José with your new Spanish names. Then switch roles. If you have a group, have two people present this as a skit. María: José: María: José: María: José: María: José: María: Hola! Buenas tardes. Buenas tardes. Cómo está usted? Estoy bien, gracias. Y usted? No estoy bien. Estoy muy mal. Cómo se llama? (Estoy muy mal. = I am (feeling) very bad.) Me llamo José. Y usted? Me llamo María. Mucho gusto. Mucho gusto. Hasta luego. Hasta luego. 15 = QUINCE Fill in the following blanks to write your own skit. Refer to 14 = catorce for help. If you have a group, present these to each other. Estudiante #1 Estudiante #2 Estudiante #1 Estudiante #2 Estudiante #1 Estudiante #2 Estudiante #1 Estudiante #2 Estudiante #1 Hola! Buen. (Buenos días, Buenas tardes, Buenas noches) Buen. Cómo está usted? (Buenos días, Buenas tardes, Buenas noches) Estoy gracias. Y usted? (Bien, mal) Estoy. Cómo se llama? (Bien, mal) Me llamo. (Your Spanish name). Y usted? Me llamo. Mucho gusto. Mucho gusto. Hasta luego. Hasta luego.

29 LESSON 1: READ SPANISH IN JUST 5 MINUTES = DIECISÉIS Hispanic? Latino? Chicano? Mexican? Which one should you use? What is the correct term? àà Spanish is the language. àà Spanish speakers are any persons who speak Spanish regardless of race. Felicidades! = Congratulations! You are now a Spanish speaker. àà Latinos are people from Latin America (Central and South America) not usually including Spain. Latino or Latina is used often in the media and for cultural events. àà Spaniards are people from Spain. àà Mexicans are people who were born in México. àà Chicanos and Mexican-Americans are U.S. citizens of Mexican descent. àà Guatemalans are people who were born in Guatemala or born to Guatemalan parents. This pattern would continue with every Spanish-speaking country represented. à à The United States of America in Spanish is Los Estados Unidos de América, also abbreviated with E.E.U.U. Therefore, a United States citizen is known as estadounidense. You would probably be understood if you said you were an americano or norte americano, but the terms aren t entirely accurate. All the people in North, South, and Central America are also Americans. North America includes the countries of Canada, México, and the United States. The slang terms of güera or gringo or yanqui are sometimes used to refer to U.S. citizens. These may have negative connotations depending on context.

30 18 SPANISH CHAT FOR BUSINESS àà Hispanics are people from the countries formerly ruled by Spain. The majority of Hispanics speak the Spanish language. The term Hispanic is used by the government to describe people from Spanish-speaking countries. Each of the following lessons will include cultural information about these Hispanic countries. àà Hispanic-Americans are U.S. citizens of Hispanic descent. Hispanics- Americans have made significant contributions to the United States history and culture and continue to influence many lives. In 2007, Hispanics comprised 15% of the U.S. population. A few influential people include César Chávez (labor leader), Gloria Estefan (singer), Alex Rodriguez (baseball player), Sonia Sotomayor (Supreme Court Justice), Rita Moreno (actress), Tito Puente (drummer), and many more. à à Hispanic Heritage Month: September 15 October 15 is the time to celebrate Hispanic culture and achievements of Hispanic Americans. México, Guatemala, El Salvador, Honduras, Nicaragua, Costa Rica, and Chile all celebrate their independence days on either September 15, 16 or 18. During Hispanic Heritage Month you could post pictures of your Hispanic employees or make a display highlighting the contributions of famous Hispanics. Check for local events celebrating the Hispanic culture. the dates and times to staff members to encourage participation.

31 LESSON 1: READ SPANISH IN JUST 5 MINUTES = DIECISIETE Translate these phrases. Write the English for the first 10 phrases and write the Spanish for the last 10 phrases. This may be done as an exam or as homework for the next lesson. When finished check your answers in the Answer Key. 1. Hola. 2. Y usted? 3. Buenos días. 4. Que tenga un buen día. 5. Con mucho gusto le ayudaré. 6. Adiós! 7. Estoy bien. 8. No entiendo. 9. Cómo se dice en español? 10. Más despacio, por favor. 11. What is your name? 12. Good night. 13. Repeat that, please. 14. Good afternoon. 15. I understand. 16. See you later. 17. How may I help you? 18. Nice to meet you. 19. How are you? 20. My name is

32 20 SPANISH CHAT FOR BUSINESS 18 = DIECIOCHO To play this Tic, Tac, Toe game, you and your partner will share one board depicted here. Cut out the X and O pieces. Put 9 flashcards from 19 = diecinueve Spanish side up on the board. Player X will go first, choosing a square that will help to get three in a row. Player X will read the Spanish for that square and say what it means in English in order to cover it up with an X piece. Then it is Player O s turn. Player O will read the Spanish for the square and say what it means in English. Play until someone gets three in row, Tres en Raya or Tic, Tac, Toe. To make it more difficult, put the English side up and say the answer in Spanish. Buena suerte! = Good luck! Tres en Raya = Three in a Row game board GAME PIECES X X X X X O O O O O

33 LESSON 1: READ SPANISH IN JUST 5 MINUTES = DIECINUEVE Cut these flashcards apart, and save them in an envelope to use during the games in this book. Strive to find at least 5 minutes each day to review them. Hello. Good morning. Good afternoon/ evening. Good night. Have a great day See you later. Goodbye! How are you? And you? I am fine. How may I help you? I d be glad to help you. How do you say in Spanish? Slow down. I understand. I don t understand. Repeat that, please. What is your name? My name is. Nice to meet you.

34 22 SPANISH CHAT FOR BUSINESS Buenas noches. (Bwen-nahs No-chays.) Buenas tardes. (Bwen-nahs Tar-days.) Buenos días. (Bwen-nose Dee-ahs.) Hola. (Oh-lah.) Cómo está usted? (Koh-mow S-tah Ew-sted? Adiós! (Ah- dee-ohs) Hasta luego. (Ah-stah Loo-way-go) Que tenga un buen día. (K tang-gah Ewn Bwhen Dee-ah.) Con mucho gusto le ayudaré. (Cone Moo-cho Goose-toe Lay Eye-you-dah-ray.) En qué le puedo ayudar? (N K Lay Pway- dough Eye-you-dar?) Estoy bien. (S-toy B- N.) Y usted? (Eee Ew-sted?) No entiendo. (No N-tee-n-doe.) Entiendo. (N-tee-n-doe.) Más despacio. (Moss Dess-paw-see-oh.) Cómo se dice en español? (Koh-moe Say Dee-say N S-span-yole?) Mucho gusto. (Moo-cho Goose-toe.) Me llamo. (May Yah-mow) Cómo se llama usted? (Koh-mow Say Yah-mah Ew-sted?) Repítalo, por favor. (Ray-PEA-tah-low, Poor Fah-vor.)

35 LESSON 1: READ SPANISH IN JUST 5 MINUTES 23 AYÚDEME = HELP ME Post this at your desk to help you in Spanish-speaking situations. Fill in the 5 blank rows with useful phrases from the chapters. GOOD MORNING. = BUENOS DÍAS. (Bwen-nose Dee-ahs.) GOOD AFTERNOON. GOOD EVENING. = BUENAS TARDES. (Bwen-nahs Tar-days.) MY NAME IS WITH (COMPANY NAME.) = ME LLAMO CON (COMPANY NAME.) (May Yah-mow Cone Company Name.) SLOW DOWN. = MÁS DESPACIO. (Moss Dess-paw-see-oh.) I DON T UNDERSTAND. = NO ENTIENDO. (No N-tee-n-doe.) REPEAT THAT, PLEASE. = REPÍTALO, POR FAVOR. (Ray-PEA-tah-low, Poor Fah-vor.) ONE MOMENT, WHILE I GET AN INTERPRETER. = UN MOMENTO, MIENTRAS BUSCO UN INTÉRPRETE. (Ewn Moe-men-toe Me-N-trahs Boos-co Ewn N-TAIR-pray-tay.) HAVE A GREAT DAY. = QUE TENGA UN BUEN DÍA. (K tang-gah Ewn Bwhen Dee-ah.)

36 268 SPANISH CHAT FOR BUSINESS Esto pasa todo el tiempo. = This happens all the time. (S-toe Pah-saw Toe-doe L Tea-M-poe.) (Ch. 3) Estoy bien. = I am fine. (S-toy B- N.) (Ch. 1) Estoy regresando su llamada. = I am returning your call. (S-toy Ray-gress-sawn-doe Sue Yahmah-dah.) (Ch. 3) F Felicidades! = Best wishes! (Fay-lee-C-dah-days!) (Ch. 9) Firme aquí por favor. = Sign here please. (Fear-may Ah-key Poor Fah-vor.) (Ch. 7) G Gracias por esperar. = Thank you for waiting. (Grah-see-us Poor S-pear-are.) (Ch. 2) Gracias por llamar a (Company Name.) = Thank you for calling (Company Name.) (Grahsee-us Poor Yah-mahr Ah (Company Name.)) (Ch. 2) Gracias por su llamada. = Thank you for your call. (Grah-see-ahs Poor Sue Yah-mah-dah.) (Ch. 7) Gracias por su paciencia. = Thank you for your patience. (Grah-see-ahs Poor Sue Paws-see- N-see-ah.) (Ch. 8) Gracias por venir a. = Thank you for coming to. (Grah-see-ahs Poor Ven-near Ah.) (Ch. 7) H/I/J/K Habla inglés? = Do you speak English? (Ah-blah Ing-Glaze?) (Ch. 8) Hablo un poco de español. = I speak only a little Spanish. (Ah-blow Ewn Poe-co Day S-spanyole.) (Ch. 8) Hasta luego. = See you later. (Ah-stah Loo-way-go) (Ch. 1) Hay alguna rázon por la cual quiere terminar (el servicio)? = Is there a reason why you want to end (the service)? (Eye Al-goon-nah Rah-zone Poor Lah Cwall Key-air-eh Tairme-nar (L Sair-V-C-O?) (Ch. 4) Hay personas en mi familia. = There are people in my family. (Eye Pear-zone-ahs N Mee Fam-meal-lee-ah.) (Ch. 3) Hay un depósito de. = There will be a deposit of. (Eye Ewn Day-POS-seat-toe Day.) (Ch.6) Hay un problema con = There is a problem with (Eye Ewn Prob-lehm-mah Cone..) (Ch. 4)

37 GLOSSARY: SPANISH = ENGLISH 269 Hola. = Hello. (Oh-lah.) (Ch. 1) Hoy es lunes. = Today is Monday. (O-eh S Loon-ace.) (Ch. 5) L La clave no es la correcta. = The PIN is not correct. (Lah Clah-vay No S Lah Core-wrecktah.) (Ch. 3) La comida = The food (Lah Co-me-dah) (Food in Spanish-speaking countries- Lessons 2-9) La cuenta está a nombre de. = The account is in name. (Lah Cwhen-tah S-tah A Gnome-bray Day.) (Ch. 3) La cuenta por favor. = The bill please. (Lah Cwhen-tah Poor Fah-vor.) (Ch. 9) La factura va a salir el 30 de este mes. = The bill will be on the 30th of this month. (Lah Facttour-rah vah ah Sol-leer L Train-tah Day S-tay Mays.) (Ch.6) La gente famosa = The famous people (Lah Hen-tay Fahm-moe-saw) (Spanish-speaking countries lessons 2-9) La moneda nacional = The National currency (Lah Moe-nay-dah Nah-see-own-nall) (Spanish-speaking countries lessons 2-9) La oferta termina en 3 días. = The offer ends in 3 days. (Lah Off-fair-tah Tair-me-nah N Trays Dee-ahs. ) (Ch. 4) La población = The population (Lah Poe-blah-see-own) (Spanish-speaking countries lessons 2-9) La próxima factura será dólares. = The next bill will be. (Lah Prox-he-mah Fact-tour-rah Sair-rah DOUGH-law-raise.) (Ch.6) Las instrucciones también vienen en español. = The directions also come in Spanish. (Lahs In-struck-she-ownnays Tom-B-N V-N-N N S-span-yole.) (Ch. 7) Le gusta la comida? = Do you like the food? (Lay Goose-tah Lah Co-mee-dah?) (Ch. 9) Le gustaría conectarse con el departamento de servicio al cliente? = Would you like to connect to the department of customer service? (Lay Goose-tar-ree-ah Cone-neck-tar-say Cone L Day-part-tah-men-toe Day Sair-V-C-O All Clee-N-tay?) (Ch. 4) Le puedo ayudar en algo más? = May I help you with anything else? (Lay Pway-dough Eyeyou-dar N All-go Moss?) (Ch. 7) Le puedo ofrecer un descuento. = I can offer a discount. (Lay Pway-dough Off-fray-sair Ewn- Days-cwhen-toe.) (Ch. 4) Le voy a decir por qué = Let me tell you why (Lay Boy Ah Day-seer Poor-K ) (Ch. 4) Lo desconectamos porque no ha pagado su factura. = We disconnected it because you have not paid your bill. (Low Days-co-neck-tah-moes Poor-K No Ah Pah-gah-doe Sue Facttour-rah.) (Ch. 6) Los cargos por instalación son. = The install fees are. (Lows Car-gos Day In-stall-lah-see-OWN Sewn.) (Ch. 5)

38 GLOSSARY: ENGLISH = SPANISH 283 The National currency = La moneda nacional (Lah Moe-nay-dah Nah-see-own-nall) (Spanish-speaking countries lessons 2-9) The next bill will be. = La próxima factura será dólares. (Lah Prox-he-mah Fact-tour-rah Sair-rah DOUGH-lawraise.) (Ch. 6) The offer ends in 3 days. = La oferta termina en 3 días. (Lah Off-fair-tah Tair-me-nah N Trays Dee-ahs.) (Ch. 4) The PIN is not correct. = La clave no es la correcta. (Lah Clah-vay No S Lah Core-wrecktah.) (Ch. 3) The places to visit. = Los lugares para visitar (Lows Loo-gar-rays Par-rah Veez-E-tar.) (Spanish-speaking countries lessons 2-9) The pleasure is mine. = El gusto es mío. (L Goose-toe S Mee-O.) (Ch. 8) The population = La población (Lah Poe-blah-see-own) (Spanish-speaking countries lessons 2-9) The service begins on (#)of (month). = El servicio comienza el (#) de mes). (L Sair-V-C-O Co-me-N- Saw L Day.) (Ch. 7) The technician needs to come in the house. = El técnico necesita entrar a la casa. (L TECHknee-co Ness-say-seat-tah N-trar Ah Lah Kah-saw.) (Ch. 5) The technician will arrive at your house. = El técnico llegará a su casa. (L TECH-knee-co Yeah-gar-RAH Ah Sue Kah-saw.) (Ch. 5) There are people in my family. = Hay personas en mi familia. (Eye Sing-co Pear-zone-ahs N Mee Fam-meal-lee-ah.) (Ch. 3) There is a problem with = Hay un problema con (Eye Ewn Prob-lehm-mah Cone..) (Ch. 4) There will be a deposit of. = Hay un depósito de. (Eye Ewn Day-POS-seat-toe Day.) (Ch.6) This happens all the time. = Esto pasa todo el tiempo. (S-toe Pah-saw Toe-doe L Tea-M-poe.) (Ch. 3) To make changes you need the PIN. = Se necesita el número de la clave para hacer cambios. (Say Ness-ah-see-tah L NEW-mare-oh Day Lah Clah-vay Par-ah Ah-sair Cahm-bee-ohs.) (Ch. 3) To make payments, you have to speak with the billing department. = Para hacer un arreglo de pago necesita hablar con el departamento de facturación. (Par-rah Ah-sair Ewn Ahray-glow Day Pah-go Ness-say-see-tah Ah-blahr Cone L Day-part-tah-men-toe Day Facttour-rah-see-own.) (Ch.6) To verify, the address is. = Para verificar, la dirección es. (Par-rah Ver-ree-fee-car, Lah Dee-wreck-she-OWN S.) (Ch. 5) Today is Monday. = Hoy es lunes. (O-eh S Loon-ace.) (Ch. 5)

39 284 SPANISH CHAT FOR BUSINESS Today s date is February 13th. = Es el 13 de febrero. (S L Tray-say Day Feb-rare-oh.) (Ch. 5) W/X Watch out! = Cuidado! (Qwee- dah-dough!) (Ch. 9) We are ready. = Estamos listos. (S-Tah-moes Lease-toes.) (Ch. 7) We disconnected it because you have not paid your bill. = Lo desconectamos porque no ha pagado su factura. (Low Days-co-neck-tah-moes Poor-K No Ah Pah-gah-doe Sue Facttour-rah.) (Ch. 6) We need to verify that you don t have any debt. = Necesitamos verificar que usted no tenga ninguna deuda. (Ness-say-seat-tah-moes Vair-ree-fee-car K Ew-sted No Tang-gah Ningoon -nah Day-U-dah.) (Ch. 6) We take electronic checks and credit cards. = Aceptamos los cheques electrónicos y tarjetas de crédito. (Ah-sept-tah -moes Lows Check-Ks L-leck-tron-knee-cos E Tar-het-tahs Day CRAY-dee-toe.) (Ch.6) We will bill a month in advance. = Mandaremos la factura un mes antes. (Mahn-dah-raymoes Lah Fact-tour-rah Ewn Mays On-tays.) (Ch.6) Welcome to. = Bienvenidos a. (B-N-ven-knee-doughs Ah.) (Ch. 8) What are the last 4 digits of your social security number? = Cuáles son los últimos 4 números de su seguro social? (Coo-wall-S Zone Lows OOL-tee-moes Coowah-tro Newmare-ohs Day Sue Say-goo-row Sew-see-all?) (Ch. 2) What are you going to do? = Qué va a hacer? (K Vah Ah-sare?) (Ch. 9) What day is today? = Qué día es hoy? (K Dee-ah S O-eh?) (Ch. 5) What do you recommend? = Qué es lo que recomienda? (K S Low K Wreck-come-mee-Ndah?) (Ch. 9) What is the state that you live in? = Cuál es el estado donde vive? (Coo-wall S L S-tah-dough Doane-day V-vay?) (Ch. 2) What is the date today? = Cuál es la fecha de hoy? (Kwall S Lah Feh-cha Day O-eh?) (Ch. 5) What is the expiration date? = Cuál es la fecha de expiración? (Kwall S Lah Fay-cha Day X-peer-ah-C-OWN?) (Ch.6) What is the weather like today? = Cómo está el clima hoy? (Co-moe S-tah L Clee-mah O-eh?) What is your account number? = Cuál es el número de su cuenta? (Kwall S L NEW-mareoh Day Sue Kwhen-tah?) (Ch. 3) What is your address? = Cuál es su dirección? (Coo-wall S Sue Dee-Wreck-she-OWN?) (Ch. 2) What is your favorite food or drink? = Cuál es su comida o bebida favorita? (Kwall S Sue Co-mee-dah O Bay-bee-dah Fah-vor-ree-tah?) (Ch. 9)

40 GLOSSARY: ENGLISH = SPANISH 285 What is your last name? = Cuál es su apellido? (Coo-wall S Sue Ah-pay-yee-dough?) (Ch. 2) What is your mother s name? = Cómo se llama su mamá? (Co-moe Say Yah-mah Sue Mah- MAH?) (Ch. 3) What is your name? = Cómo se llama usted? (Koh-mow Say Yah-mah Ew-sted?) (Ch. 1) What is your phone number? = Cuál es su número de teléfono? (Coo-wall S Sue NEWmare-oh Day Tell- LAY- phone-oh?) (Ch. 2) What is your zip code? = Cuál es su código postal? (Coo-wall S Sue CO-dee-go Post-tall?) (Ch. 2) What number can we call to contact you? = A qué número nos podemos comunicar con usted? (Ah K NEW-mare-O Nose Poe-day-moes Co-moon-knee-car Cone Ew-sted?) (Ch. 7) What time is it? = Qué hora es? (K Or-rah S?) (Ch. 5) What was your previous address? = Cuál fue su dirección anterior? (Coo-wall Fway Sue Dee-Wreck-she-own On-tier-ree-or?) (Ch. 2) What would you like? = Qué le gustaría? (K Lay Goose-tah-ree-ah?) (Ch. 9) When do you open? = A qué hora abre? (Ah K Or-rah Ah-bray?) (Ch. 9) When does the service begin? = Cuándo comienza el servicio? (Kwan-dough Co-me-N-saw L Sair-V-C-O?) (Ch. 7) When does your contract end? = Cuándo termina su contrato? (Kwan-dough Tair-mee-nah Sue Cone-tract-toe?) (Ch. 7) When is your birthday? = Cuándo es su cumpleaños? (Kwan-dough S Sue Coom-plea-onyohs?) (Ch. 5) Where are you going? = A dónde va? (Ah Doane-day Vah?) (Ch. 8) Where do you hurt? = Dónde le duele? (Doughn-day Lay Dwell-lay?) (Ch. 9) Where do you live? = Dónde vive usted? (Doane-day Vee-vay Ew-sted?) (Ch. 2) Where do you work? = Dónde trabaja? (Doane-day Trah-bah-ha?) (Ch. 3) Where is the bathroom? = Dónde está el baño? (Doane-day S-tah L Bonn-yoh?) (Ch. 8) Where should I put the? = Dónde debo poner? (Doane-day Day-bo Poe-nair?) (Ch. 8) Will you please give me your card number? = Podría darme el número de su tarjeta por favor? (Poe-dree-ah Dar-may L NEW-mare-O Day Sue Tar-het-tah Poor Fah-vor?) (Ch.6) Write it here, please (or spell it). = Escríbalo aquí, por favor. (S-CREE-bah-low Ah-Key, Poor Fah-vor.) (Ch. 8) Would you like to connect to the department of customer service? = Le gustaría conectarse con el departamento de servicio al cliente? = (Lay Goose-tar-ree-ah Cone-neck-tar-say Cone L Day-part-tah-men-toe Day Sair-V-C-O All Clee-N-tay?) (Ch. 4) Would you like to try another service? = Quiere probar algún otro servicio? (Key-air-eh Probe-bar All-goon Oh-troh Sair-V-C-O?) (Ch. 4)

41 286 SPANISH CHAT FOR BUSINESS Y/Z Yes, I love it. It s delicious. = Sí, me encanta. Es muy rica. (See, May N-can-tah. S Moo-ee Ree-kah.) (Ch. 9) You aren t authorized to make changes. = Usted no tiene autorización para hacer cambios. (Ew-sted No T-N-A Ah-tore-ree-zah-see-own Par-rah Ah-Sair Cahm-bee-ohs.) (Ch. 3) You don t need your bill. = No necesita su factura. (No Ness-say-seat-tah Sue Fact-tour-rah.) (Ch. 6) You can have one hour per day. = Puede tener una hora por día. (Pway-dough Ten-nair Ewnah Or-rah Poor Dee-ah.) (Ch. 8) You have to pay or we will end your service. = Tiene que pagar o vamos a desconectar su servicio. (T-N-A K Pah-gahr O Vah-moes Ah Days-co-neck-tar Sue Sair-V-C-O.) (Ch. 6) You need to buy. = Necesita comprar. (Ness-say-seetah Come-prar.) (Ch. 7) You will have to call technical support. = Tiene que llamar al servicio técnico. (T-N-A K Yah-mahr All Sair-V-C-O TECH-knee-co.) (Ch. 4) Your approval code is. = Su código de aprobación es. (Sue CO-D-go Day Ah-pro-bah-She-own S.) (Ch. 7) Your bill is. = Su factura es. (Sue Fact-tour-rah S.) (Ch.6) Your bill went up on July 1st. = Su factura subió el primero de julio. (Sue Fact-tour-rah Suebee-OH L Pree-mare-Oh Day Who-lee-oh.) (Ch.6) Your first bill will be on the 30th of this month. = Su primera factura será el 30 de este mes. (Sue Pree-mare Fact-tour-tah Sair-RAH L Train-tah Day S-tay Mace.) (Ch. 5) Your time has finished. = Se ha terminado su tiempo. (Say Ah Tair-me-nah-dough Sue T-Mpo.) (Ch. 8) You re welcome. = De nada. (Day Nah-dah.) (Ch. 7)

42 SUBJECT INDEX A Accent marks, Introduction to, 12 Practice with, Account, Information, 27, 57 Inquiries, 69 Problems, 72 Verifying, 57 Acquisition language, Adjectives, Introduction to, List of, 210 AEIOU/vowels, 6 Age, 48, Alphabet, Answer key, Americas, speaking Spanish throughout, ar verb conjugation, Imperfect past tense, Present tense, 122, , Preterite past tense, 161,227, 235 Argentina, 113,118, 133, Around the town, 221 Aztec calendar, 54, 96 B Basic customer service phrases, 130 Bilingual employees, 156 Billing Installation, 97 Payments, 114 Bingo, game directions, 63-64, 68, 126, 188, 244 Body parts, 176, 211 Bolivia, 118, 141 Business, Account, Information, 27 Inquiries, 64 Problems, 72 Bilingual employees, 156 Billing, Collection, 120 Installation, 97 Payments, 114 Credit card transactions, 119 Customers, Contact, 26 Greeting, 8 Information gathering, 48 Initial contact, 26 Introductions, 8 Problems, 60 Service phrases, 130 Unpaid bills, 120 Directions, giving and receiving, Employees, Bilingual, 156 Latino, supervision, 49, 156 Personal questions, 48 Tardiness, 91

43 288 SPANISH CHAT FOR BUSINESS Greeting, 8 Information, 31 Introductions, 8 Latin American schedules, 173 Payment processing, 119 Personal questions, 48 Pricing, 31 Problems, Account, 72 Customer information, 48 Technical, 72 Sales phrases, 78 Transactions, Completing, 136 C Calendar, Aztec, 54, 96 Days of the week, 93, 96 Phrases, 95 Seasons, 95 Categorizing, Hispanics and Latinos, Central American countries, Costa Rica, 80, , 132, 174, 182, 196 El Salvador, Guatemala, Honduras, 80-82, 182 Nicaragua, 80-82, 182 Panamá, 80, Chicanos, 17, 161 Chile, 118, Choosing, Spanish name, 9, 206 Closing phrases, 131 Colombia, , 132 Colors, Introduction to, List of, 210 Communication styles, 116 Conquistadors, Contact, initial customers, 26 Continue learning in the future, 10 ideas, Conversations, role plays, 16, 32-33, 47, 80, 88, 103, 112, 119, 120, 138, 159, 178 Costa Rica, 80, , 132, 174, 182, 196 Countries, Central America, Costa Rica, 80, , 132, 174, 182, 196 El Salvador, Guatemala, Honduras, 80-82, 182 Nicaragua, 80-82, 182 Panamá, 80, Equatorial Guinea, Island nations, Cuba, , 183, 185 Dominican Republic, Puerto Rico, 91, 172, , 185, 259 México, 17-18, 29, 38, 54-56, 80, 91, 96, 132, South America, Argentina, 113, 118, 133, Bolivia, 118, Chile, 118, Colombia, , 132 Ecuador, Paraguay, 118, Perú, 118, 135, , 183 Uruguay, 118, Venezuela, , 132 Spain, 12, 17-18, 36-38, 47, 91, , 132, 173, 182, , 221 Credit card transactions, 119 Crossword puzzle, 28, 99, 157 Cuba, , 183, 185 Customers, Bill collection, 120 Greeting, 8 Information gathering, 48 Initial contact, 26 Introductions, 8 Problems, 60, 72, 131 Service phrases, 13 D Daily routine, 90 Days of the week, 93, 96 Dealing with customer problems, 60 Descriptions, Age, 48, Body parts, 176, 211 Colors, Introduction of, List of, 210 Days of the week, 93, 96 Dislikes, 50-53, 209, 218 Family, Extended, 208 Hispanic, 49 Members, 46