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MODULE 1

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AUSSIE 101OVERVIEW

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Aussie 101 Vision and Mission

Vision:

Aussie 101 will prepare learners to smoothly transition to Product Training with the

minimum agent skills requirement and the ability to communicate effectively with

our customers.

Mission:

To train TSRs to confidently communicate cross-culturally in a business environment

through understanding cultural differences; improving language skills through the

reinforcement of STANDARD English; and emphasizing excellence in customer

service.

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Aussie 101 Overview

1. Learners will be exposed to the Australian culture through listening exercises.

They will hear and become familiar with common Aussie Slang heard and

demonstrated on recorded calls. During the Aussie 101 course, agents ears

will be trained to the Australian accent through exposure from Audio and

Video files and onsite resources as available.

1. Learners will understand customer service skills important to help them be

successful. This also includes phone etiquette. During the course agents will

have time to listen to recorded calls modeling the skills we discuss and will

have the opportunity to Role-Play and receive regular coaching and feedback.

1. Learners will put it all together through additional role-plays, mock calls and

practice identifying problems and presenting the resolution to customers in a

confident manner.

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Goal for Day 1

Introduce the Australian Culture. This will increase yourunderstanding of the Australian Culture and the

customers that that you will soon be assisting. By

increasing the understanding and awareness of likes

and differences will help you to better relate and assistour customers.

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Introduction to

Australia

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Visit Australia:http://www.youtube.com/watch?v=jTzdojMxNWE

Basic Aussie English:http://www.youtube.com/watch?v=4q7y75JGhYU

http://www.youtube.com/watch?v=jTzdojMxNWEhttp://www.youtube.com/watch?v=4q7y75JGhYUhttp://www.youtube.com/watch?v=4q7y75JGhYUhttp://www.youtube.com/watch?v=4q7y75JGhYUhttp://www.youtube.com/watch?v=jTzdojMxNWEhttp://www.youtube.com/watch?v=jTzdojMxNWE

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What is your

perception of an

Australian?

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Australian Values Statement*

I understand:

Australian society values respect for the freedom and dignityof the individual, freedom of religion, commitment to the ruleof law, parliamentary democracy, equality of men and womenand a spirit of egalitarianism that embraces mutual respect,tolerance, fair play and compassion for those in need andpursuit of the public good.

Australian society values equality of opportunity for

individuals, regardless of their race, religion or ethnicbackground.

*from the Australian Government Department of Immigration &

Citizenship (www.immi.gov.au.)

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Australian Values & Principles*

To maintain a stable, peaceful and prosperous community, Australians of allbackgrounds are expected to uphold the shared principles and values thatunderpin Australian society.

These values provide the basis for Australias free and democratic society.

They include: respect for the equal worth, dignity and freedom of the individual

freedom of speech

freedom of religion and secular government

freedom of association

support for parliamentary democracy and the rule of law

*from the Australian Government Department of Immigration &

Citizenship (www.immi.gov.au.)

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Australian Values & Principles*

equality under the law equality of men and women

equality of opportunity

Peacefulness

a spirit of egalitarianism that embraces tolerance, mutual respect andcompassion for those in need.

While shared to some extent by many other countries, these values andprinciples have been adapted to Australias unique setting, shaped andmodernised through the settlement in Australia of millions of people fromall over the world. Although they may be expressed differently by different

people, their meaning remains the same.

*from the Australian Government Department of Immigration &

Citizenship (www.immi.gov.au.)

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Mateship - (The chains that bind)

The word 'mate' covers all relationships that are important, after the family ones. A 'mate'

is more than a friend, suggesting a mutual closeness. Contrary to misconception, it is agender neutral term that used by, and in reference to, both men and women.

She'll be right

Australians have confidence. They are comfortable, positive, self assured, happy and believe

that everything will turn out well. Ask someone in Australia how they are going and theautomatic reply will be Good, thanks..

The egalitarian ethic refers to the tendency of Australians to judge

others on their basis of their substance rather than their bank account,race, breeding or title. It is due to this ethic that Australians from

differing social classes mix to a degree rarely found in other countries.

Egalitarian ethic : They want to be judged due to substance than labels

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Taking the piss : They laugh at their misfortune

Australians have a tendency to laugh at the misfortunes suffered by their mates.

Rather than become angry by the joke, the unfortunate individual laughs as well.

Honesty : Exclusives are the real crooks

Honesty is central to an Australian's identity. Australians often use honesty in reference

to a person who has substance but may lack flashiness.

Defiance : Firms of convictions

Defiance can be defined as "the tendency of people to maintain their conviction in the face

of verbal , moral or physical attempts at conformity." Australians have exhibited such defiance

for the full 200 years of their country.

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Humorous

Australians are generally happy people despite of hardships that come.

Acceptance

Because most Australians grew up in a multi-cultural society with many

different nationalities around them, they have become quite accepting

towards other people and their beliefs.

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Communication

English is the spoken language

Shake hands when meeting and when leaving.

Although uncommon, some women may greet each other with a kiss

on the cheek.

Exchanging business cards is common among professional workers.

Australians are friendly and open, but directness and brevity arevalued.

Opinions are respected, and opinionated discussions are

entertaining.

Be an active listener, and ask if you do not understand something in

the conversation.

Do not hype yourself, your company or your information.

Sightseeing and sports are good conversational topics

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Knowing Australia

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Facts & Figures

National capital Canberra

Surface area 7.74 million square kilometres

Population 21 million

Proportion born overseas Almost 22 per cent

Language English

Percentage of people who speak a

second language at home

15 per cent

Currency Australian dollars ($A)

TimeAustralia has three

standard time zonesDaylight saving (standard time + 1)

East: GMT + 10

Central: GMT + 9.5West: GMT + 8

Daylight saving time is observed by New South

Wales, South Australia, Tasmania, Victoria and

Western Australia from early to late October

to the

end of March.

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NATIONAL SYMBOLS

Australias Name: The name Australia derives from the Latin word Australis,

meaning of the south.

The Australian National Flag

The flag has a dark blue background, with the Union Jack inthe upper left corner, acknowledging the history of Britishsettlement of Australia.

The five stars of the Southern Cross constellation representAustralias geographic position in the southern hemisphere. In

1908, the sixpointed star representing the six states wasreplaced by a sevenpointed star, the seventh point torepresent the two territories.

Each Australian state and territory also has its own flag.

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Australias National Anthem: Advance Australia Fair

http://www.youtube.com/watch?v=Q3wPm8sY5Ls

http://www.youtube.com/watch?v=Q3wPm8sY5Lshttp://www.youtube.com/watch?v=Q3wPm8sY5Lshttp://www.youtube.com/watch?v=Q3wPm8sY5Ls

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NATIONAL SYMBOLS

Commonwealth Coat ofArms:

The Commonwealth Coat of Arms,

which is used to identify the authority

and property of the Commonwealth

of Australia, was granted by King

George V in 1912.

It comprises a shield containing the

badges of the six Australian states,

symbolising federation.

The design also features the golden

wattle (Australias floral emblem), the

kangaroo and the emu (Australias

national animals).

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Australia, nicknamed the

"Land Down Under", is acountry, an island and acontinent.

It is the world's smallestcontinent and the sixth-

largest country.

In total area, Australia isabout the same size as theUnited States (not includingAlaska), more than double

the size of India and 32times the size of the United

Kingdom.

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Australia: State Territories

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Australia: Time Zones

http://www.worldtimezone.com/time-australia.htm

http://www.worldtimezone.com/time-australia.htmhttp://www.worldtimezone.com/time-australia.htmhttp://www.worldtimezone.com/time-australia.htmhttp://www.worldtimezone.com/time-australia.htmhttp://www.worldtimezone.com/time-australia.htm

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Area Codes

Australian phone numbers have 10 digits, including the Area Code

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How to Pronounce Dates and Numbers the

Australian Way

Why do we need to know how to pronounce dates and

numbers the Australian way?

When would we usually need to get dates?

What kind of numbers do we usually need to get?

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How to Pronounce Dates and Phone

Numbers the Australian Way

8 December 1983 (also shown in this format in Moby) is

8(th) of the 12th, 83 (1983)

18 November 1990 can be 18-11-90 or 1990

0747794897 is O(h)-seven-four-doubleseven-nine-

four-eight-nine-seven

1800 222 609 is One-eight hundred-tripletwo-six-o-

nine

13 POND (7663) is Thirteen Pond

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Famous Places &

Landmarks

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Sydney Opera House (NSW)

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Sydney Harbour Bridge (NSW)

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Uluru/Ayers Rock

(Northern Territory)

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Telstra Tower (Canberra)

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Bondi Beach (NSW)

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Great Barrier Reef (Queensland)

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The interior of Australia is covered largely by scrub and

desert, called the Outback. The Great Dividing Range, a

mountain range that runs north-south along Australia's

eastern coast, blocks rain from the interior of the continent.

Desert

http://kproxy.com/servlet/redirect.srv/p5.p1.pbcd.pnxntnbiuudxumjflf.pdqp/biomes/desert/desert.shtmlhttp://kproxy.com/servlet/redirect.srv/p5.p1.pbcd.pnxntnbiuudxumjflf.pdqp/biomes/desert/desert.shtml

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Lake Eyre (South Australia)

Australia's lowest point.

53 feet (16 m) below sea level.

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Animals

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Koala Kangaroo

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Tasmanian Devil

Cassowary

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Platypus

Dingo

Nile Crocodile

Emu

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Aussie Holidays

and Major

Celebrations

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Aussie Holidays

Heavily influenced by British, holiday celebrations

Most workers have about 12 national and state/territory public

holidays throughout the year, inaddition to their annual holidays.

Sometimes they are celebrated nationally

through specially organized events.

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