تدريب Shadowing: Angry 😡 Customer Asks for a Compensation / Insurance Scenario - تعلم التحدث بالإنجليزية عبر الفيديو
جارٍ إنشاء الدرس...
1
you Thank you.
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Bro, what a drag!
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- Oh fuck, who the hell is calling now?
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Hi, Prenuris Car Insurance Agency, this is Joshua.
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How may I help you today?
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So I've been dealing with this issue since last June and I really need your help.
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Let me get all the facts down for you.
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So I was in a car accident
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and what happened was a car pulled out of his driveway
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and to avoid hitting that oncoming car I swerved and side swiped another car and my car got messed up.
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I called your insurance company and they said I would get a $600 payout
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and a courtesy car while they investigated the case.
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Since then, I haven't heard from you guys, nor have I gotten a payout.
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It's really frustrating.
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Everything is at stake right now, my job and my finances.
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Well, first and foremost, thanks for letting us know about your case.
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We duly apologize for all the inconvenience this matter may have caused you.
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But could you kindly tell me your full name so that I can address to you properly?
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Marixa Perus.
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No big St .Pero's.
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Okay, Marixa, could you kindly tell me the incident number that was assigned for your case?
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- I will say.
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- TKS 72 -96 -54.
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Okay, that's good.
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Great, please hold on I'll pull it up to take a look and see the resolution.
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Thank you.
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Thank you.
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- - Mm -hmm.
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Good one.
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I see.
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Amen.
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This will be a problem.
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Thank you.
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Mariksen, please believe me.
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Believe me when I say that this is one of these days
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when I don't really enjoy being on the other side of the fence.
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Because I totally empathize with you since the same thing happened to me a couple of months ago.
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but this is my job and I have to tell you this upfront Unfortunately, your case doesn't meet the requirements to be fully covered by our company,
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since it infringes an important clause on the insurance contract.
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But let me explain why.
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After going into a piece of evidence provided by the police department, we observed on a security footage that you went through the red line,
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which undoubtedly led you to hit the incoming car.
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Consequently, it has been determined that we are not paying out any funds to cover your loss, given the fact that you incurred in reckless driving.
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No, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no, no
45
uh marisa i totally understand i really want to put myself in your shoes
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But are you sure You like to talk to my manager because all he can do won't be further than I can.
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No. This is ridiculous.
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Transfer me right now to your supervisor.
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Okay.
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Okay.
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Let me put you through.
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Come in.
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Chief, for the interruption.
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How are you doing, Joshua?
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Yeah, come in.
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Don't worry.
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Thanks.
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How are you doing?
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I'm doing well.
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What about you?
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I'm great.
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Thanks for asking.
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So, how can I help you?
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What seems to be the matter at this moment?
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Sir, I was trying to get a hold of you since I got a customer on hold.
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She wants to know about a specific case.
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I already told you about the situation, but she doesn't want to understand.
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Okay, don't worry.
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Have you been calling me by the way?
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Yeah, sir.
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I apologize.
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I've been firmly busy over here.
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I have a lot of cases that I've been working on and I was in a different phone call.
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Okay, okay.
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But just go ahead and transfer the call and don't forget to send me the case number.
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Okay, I'm going to send it by link.
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Wonderful.
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I appreciate it.
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Thank you very much, sir.
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All right, welcome.
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Hello, this is Emmanuel the manager.
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How can I have seizure today?
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Hi Emmanuel.
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Okay, look, all I'm asking for is to get the full indemnity insurance.
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And all I have been getting from you guys is you guys are disregarding me and ignoring me in my case.
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Okay, good.
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Allow me just a moment so I can review the case resolution.
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What I'm going to do is to put you on hold and I'll be right back.
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Okay.
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All right, so I'm going to review this case.
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See if I have the case number over here.
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Okay, wonderful.
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Okay.
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Okay.
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Without any doubt, he hit the other car.
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There is no shadow without.
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Okay, okay.
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Alright, here is what I'm gonna do.
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I'm gonna let her know that her payout approval has been denied.
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TODAY.
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Hello Maritza, thanks for holding.
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I do appreciate your time while being on hold.
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As the previous representative fully explained to you, we did find out that you got a red light
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and the security footage displayed the moment you hit the other car on auto brake business.
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Okay, it all boils down to legal dispute, I see.
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I'm going to contact my lawyer, he's going to contact you, and I'm going to make sure he gets me the money that you promised me.
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Yes, goodbye.
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سياق وخلفية
تدور هذه المحادثة حول عميل غاضب يتحدث مع موظف في وكالة تأمين السيارات بشأن تعويض مالي بعد حادث سيارة. الحوار يعكس مشاعر الإحباط والقلق التي يشعر بها العميل نتيجة لعدم استجابة الشركة لمطالبه. يسعى العميل للحصول على توضيح حول حالته، بينما يحاول الموظف تقديم الاعتذار وشرح الوضع بناءً على الأدلة المتاحة.
أهم 5 عبارات للتواصل اليومي
- كيف يمكنني مساعدتك اليوم؟ - تُستخدم لفتح المحادثة مع العميل.
- أعتذر عن أي إزعاج قد تسببت به. - تعبير عن الاعتذار يعكس التعاطف مع مشاعر العميل.
- هل يمكنك من فضلك تزويدي باسمك الكامل؟ - لطلب المعلومات الأساسية بشكل محترم.
- دعني أتحقق من حالتك. - عبارة تُستخدم للتأكيد على رغبة الموظف في المساعدة.
- للأسف، لا يمكننا تغطية خسارتك. - توضيح صريح حول النتيجة التي قد تكون محبطة للعميل.
دليل خطوة بخطوة لتقنية الظل
إذا كنت ترغب في تحسين مهاراتك في النطق باللغة الإنجليزية، فإن تقنية طريقة التظليل في الإنجليزية يمكن أن تكون مفيدة جداً. إليك خطوات بسيطة لتطبيقها بناءً على هذا الحوار:
- استمع إلى الفيديو بعناية: ركز على نبرة الصوت، السرعة، وإيقاع الحديث.
- كرر الجمل بعد كل عبارة: حاول تقليد النطق والتعبيرات المستخدمة. استخدم أسلوب shadowspeaks لتحسين مهاراتك.
- سجل نفسك: استمع إلى تسجيلاتك لتحديد نقاط القوة والضعف في نطقك.
- تفاعل مع العبارات: استخدم العبارات المذكورة في محادثاتك اليومية. هذا سيساعدك على إتقان استخدامها.
- كرر العملية: كلما مارست أكثر، كلما تحسنت مهاراتك في النطق والتواصل.
تذكر أن ممارسة تقنية الظل بانتظام ستؤدي إلى تحسين كبير في مهاراتك في اللغة الإنجليزية، مما يتيح لك التواصل بشكل أكثر فعالية وثقة في المواقف اليومية.
القواعد في هذا الفيديو
أكثر التراكيب التي يستخدمها المتحدث، مع العبارات نفسها من الفيديو:
| التركيب | في الفيديو |
|---|---|
| المضارع التام المستمر have/has been + -ing — حدث بدأ سابقًا وما زال مستمرًا | I've been dealing · I've been working · have been getting |
| المضارع التام have/has + اسم المفعول — حدث ماضٍ ما زال له أثر الآن | haven't heard · has been determined · I've been |
| المبني للمجهول be + اسم المفعول — التركيز على ما يحدث لا على من يفعله | was assigned · has been determined · has been denied |
| المستقبل بـ “going to” be going to + فعل — خطة أو شيء واضح أنه سيحدث | I'm going to send · I'm going to do · I'm going to review |
ما هي تقنية التظليل الصوتي؟
التظليل الصوتي (Shadowing) تقنية تعلم لغة مدعومة علمياً، طُورت أصلاً لتدريب المترجمين الفوريين المحترفين. الطريقة بسيطة لكنها قوية: تستمع لصوت إنجليزي أصلي وتكرره فوراً بصوت عالٍ — كظل يتبع المتحدث بتأخير 1-2 ثانية. تُظهر الأبحاث تحسناً كبيراً في دقة النطق والتنغيم والإيقاع وربط الأصوات والاستماع والطلاقة.