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 1 Introduction & Vocabulary — Let's Watch  

Wizard: Would you look at that? The Pushkins are moving into their new apartment. Yeah! Boy, it brings back
memories of the day I moved into my lair, 800 years ago. Boy, it seems like yesterday.
In today's episode we will learn about accessing services like connecting the telephone and the words may,
would, can and could. These words are used to make requests and offers. Let's get on with the story. I'm sure
with the new apartment the Pushkins will need to access all kinds of services. Let's see how they do.

 2 access

to use or get information or services; for example, services from a utility company

 3 services

a system that provides people with something they need; for example, water or gas

 4 kind

very nice; caring

 5 neighbor

a person who lives next door to you or near you

 6 representative

a person who works at a company, usually helping customers

 7 technician

a person who is trained to do a specific job, like connect a telephone

 8 turn on

to start something or to activate a service; for example, the phone or electricity

 9 order

to request that a service or product be delivered to you; for example, TV service

 10 miss

to not meet or see someone because the person came earlier or was absent

 11 rearrange

to change the order or time of something; for example, the time you work

 12 nasty

very mean; cruel; not nice

 13 Story Start Up — Getting Ready

The Pushkins are moving into their new apartment and need to get the phone connected. Karina calls the
telephone company, and a representative schedules a technician to go to the apartment the next day. Karina
rearranges her work schedule to be home on time, but her boss asks her to work a little longer. She gets home
late and misses the technician.
She calls the phone company again to schedule another appointment. She is home on time for the second
appointment, but the nasty apartment manager tells the technician the Pushkins went on vacation.
While you watch the video, try to find the answer to this question:
What does the apartment manager do with the message from the technician?

 14 Story Start Up — Let's Watch  

Victor: Okay, we are never moving anywhere again.
Karina: We don't have to Victor because this apartment is perfect.
Victor: Yes, but do you know what I love the most?
Karina: What?
Victor: The couch.
Karina: Hi, how are you?
Alejandro: Hello. We're not interrupting are we?
Karina: No, no.
Sofia: Good. Congratulations.
Karina: Thank you.
Sofia: And welcome. You must be hungry so we wanted to bring you some food.
Karina: Oh that is so kind of you. Would you like to come in?
Sofia: No, thank you. You must have a lot of things to do.
Alejandro: But we're very happy that you're our new neighbors.
Karina: Thanks to you, you told us to fight.
Sofia: If there's anything you need, please ask.
Karina: Actually, there is one thing. They turned on the gas and they turned on the electricity but we still do not
have a phone. May we use your phone to call the phone company?
Sofia: Of course. Anytime. Just come on up.
Sofia: I think that's the number to the telephone company.
Karina: Thank you.
Sofia: I'll be back in a few minutes.
Phone company: Hello and thank you for calling the phone company.
If you would like to order new service for an existing account, press 1.
For repair service, press 2.
If you have a question about your bill, press 3.
If you would like to order new service and are not already a phone company customer, press 4, or press 0 now.
Thank you. A representative will be with you soon.
Representative: Hello. This is Sheila. May I offer you excellent service today?
Karina: Excuse me.
Sheila: What?
Karina: What did you say?
Sheila: May I help you?
Karina: Oh, oh yes. We would like to order telephone service.
Sheila: Okay. Could I have your name please?
Karina: Pushkin. Karina and Victor Pushkin.
---------------
Victor: The phone does not work.
Karina: I already told you, Victor, they are going to be here between 2 P.M. and
6 P.M. today to set it up.
Victor: Oh, good. You will be here to let them in.
Karina: Yes, I already rearranged my work schedule.
Victor: Oh, good. What is for breakfast?
---------------
Woman: Hey Karina. Maria just called in sick. Could you please teach her class?
Karina: Um.
Woman: For half an hour.
Karina: Just for half an hour.
Woman: Yes.
Karina: Okay.
Woman: Thanks so much.
Karina: Sorry we missed you. We'll try again tomorrow between 2 P.M. and 6 P.M.
---------------
Victor: The phone still does not work.
Karina: I know. They have to come again today.
Victor: Oh good. You will be here?
Karina: Yes.
Victor: Hm. Pancakes.
---------------
Mr. Greedo: Can I help you?
Phone technician: Yes. Can you help me find apartment 6, the Pushkins.
Mr. Greedo: Oh, you just missed them. They went on vacation.
Phone technician : They did? But they put the order in yesterday.
Phone technician: Oh. That's too bad.
Mr. Greedo: Yeah. They'll be gone for at least two weeks.
Can I get that to them for you?
Phone technician: Would you?
Mr. Greedo: No problem.
Phone technician: Thanks.

 15 wait

to stay in a place because you are expecting something to happen

 16 hold

to wait on the telephone to talk to a representative or any other person

 17 line

many people waiting in a row; for example, waiting at a store to pay for something

 18 dial

to press the buttons of a phone number on a telephone

 19 hook up

to connect something; for example, telephone wires or television cable service

 20 trained

to have received instruction and be skilled in a job

 21 bill

a document showing how much money a person must pay for services or products

 22 utilities

basic services you need in your home or business: telephone, gas, electric, water

 23 frustrating

difficult; not easy; requiring a lot of time and energy

 24 Life Skills — Getting Ready

Getting Services
Karina is having trouble getting the phone hooked up in the apartment. It's frustrating to use pay phones, to wait
while you are on hold, and to listen to an automated system. She decides to go to an office to talk to a
representative face-to-face.
At the telephone service's office, Karina waits in line. Finally she has the opportunity to speak with a phone
company employee. Unfortunately, Karina is angry and can't communicate clearly and calmly about what she
needs.
While you watch the video, listen for the answer to this question:
Why does the phone company employee say she can't help Karina?

 25 Life Skills — Let's Watch  

Victor: Karina, it's seven o'clock. Where are they?
Karina: I don't know. I will call them tomorrow.
---------------
Phone company: If you would like to speak to a customer care representative, press 0. Please hold. A customer
care representative will be with you soon. Bye-bye.
Karina: No!
Man: Hm. Quite a long line, huh?
Karina: Too long.
Clerk: Next! How can I help you today?
Karina: I would like to get my phone connected. I was home yesterday between 2 P.M. and 6 P.M. and no one
came.
Clerk: So would you like a service person to come to your home?
Karina: Yes.
Clerk: Sorry, I can't do that.
Karina: What? Why not?
Clerk: Because this is a payment center. You need to go to a service center or call one of our service care
representatives. Just dial -
Karina: No! I will not dial any more service care representative. I was home yesterday between 2 and 6 and no
one came.
Clerk: Ma'am. Would you please calm down.
Karina: I will not calm down.
Clerk: Then would you like to speak to my supervisor? She may be able to help you.
Karina: Your supervisor.
Clerk: Yes. But you will have to wait a few minutes. She's busy with another customer.
Karina: Wait more? All I do is wait and nothing gets done.
Clerk: Well what do you -
Man: Excuse me, ma'am. May I make a suggestion? If you just need your phone connected, I could help you.
I'm a student at the Berrytown Technical Institute and we're learning about hooking up telephones right now. If
you would like, I could help.
Clerk: Ma'am. I'd be careful. Use only a trained phone company professional.
Karina: Oh, really.
Man: It's not hard to do. Hooking up a phone is simple. You just have to connect a couple of wires. There's no
reason to wait in line. It's very easy. What do you say?

 26 Life Skills — Reading

Accessing Services
When you move to a new place, you may have to order electricity, water, telephone, Internet, and other services.
Usually you can order these utilities by making a simple phone call. When you call, be prepared by having all
the important information you need. You will have to explain the reason you are calling and give your name
and address. You may also need to give your credit card information, your account number, and possibly your
social security number or a password.
Often when you call for services, you will reach an automated voice system. You will need to listen carefully to
make the correct choices. You may have to wait before you can talk with a customer service representative. If
you cannot get help using the telephone, you can go to a customer service center in person. Talk with a
customer service representative and explain your request. If he or she cannot help you, ask to speak with a
supervisor.
When you talk with a customer service person on the phone or in person, be polite and clear about what you
want. If you are upset about waiting a long time or angry about bad service, don't show it by shouting or being
rude. This will not get you better service. Getting new services can be a frustrating experience if you have to
wait, but most of the time it can be done very easily.

 27 Grammar — Let's Watch  

Wizard: Poor Karina. She waited and waited. Of course she's considering the services of this nice man. What is
she going to do? Wait for this man to hook up her telephone or wait for the supervisor? Hm. We'll find out in
just a second. But first let's find out how to use the words may, would, can and could to make offers and
requests.
We can use any one of these words to ask for something but may and would are more polite.
Excuse me, ma'am. May I make a suggestion?
If you just need your phones connected, I could help you.

 28 Making Choices — Let's Watch (A)  

Wizard: That was easy, right? Now let's go back and see what Karina will do. Option one, Karina uses the
services of the nice man or Option two, Karina waits for the supervisor. Good. Let's see what happens. And
action!
---------------
Man: It's very easy. What do you say?
Karina: Yes, I say yes.
Clerk: Fine. Next!
---------------
Man: Okay, would you please try it now?
Victor: Nothing.
Man: Nothing? Oh, I get it. Yeah, that. Okay. All right. You know I think if I just pull this wire here -
Bzzzz. Ooops.
Karina: Get out!
---------------
Wizard: [Laughing] I guess connecting the Pushkin's phone wasn't so easy.

 29 Making Choices — Getting Ready (B)

Karina meets with a supervisor at the Telephone Company. The supervisor sends a trained technician to the
Pushkins' apartment immediately.
When Karina arrives home, Victor tells her the technician came and the phone is finally hooked up. Karina is
upset with Victor and she is very tired. After her long day, she wants to take a nice hot shower.
While you watch the video, think about the answer to this question:
Why is Karina upset with Victor?

 30 Making Choices — Let's Watch (B)  

Wizard: Now let's see what happens when Karina tries option two. Karina waits for the supervisor. And action!
---------------
Man: It's very easy. What do you say?
Karina: I'm sorry. I think I will wait to talk to the supervisor.
Man: Fine with me, ma'am. I was just trying to be of service.
Karina: And as for service, could you please tell your supervisor that I will be waiting for her right over there?
Clerk: All right.
Supervisor: I'm very sorry about what happened, Mrs. Pushkin. We will send a phone technician to your home
right away.
Karina: Thank you.
---------------
Max: Hi Pop-pop.
Victor: Hey, how are you? Help me with the pieces.
Max: Sure.
Victor: Okay. Hi.
Karina: Hi.
Victor: The man came to connect the phone. It was a good thing I was here.
Karina: You could pick up Max once in a while.
Victor: I thought you were going to. So what's for dinner?
Karina: Dinner?
Victor: We could eat out if you like.
Karina: All I want right now, Victor, is a nice hot bath.
Max: I'm going to beat you this time.
Victor: Okay.
Karina: [Scream!]
Victor: What's wrong? !
Karina: There's no hot water!
Mr. Greedo: Hahaha. Hahaha.

 31 Review and Assessment — Let's Watch  

Wizard: How about that? Karina, Victor and little Max got the apartment after all. Hee Hee!
They fought and won. And how did they fight? With information!
First they learned that the manager broke the law. Then they learned there was an agency to help them.
Still, from the look on Mr. Greedo's face, I don't think the Pushkin's fight is over. I wonder what he will do?
Oh boy. I can't believe this episode is already over.
Well I hope you practice using can and could because as you know practice makes perfect!

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