Context:

A customer calls the electronics store “Techo New World” to ask for help with a recent purchase

Agent: Good afternoon! Thank you for calling TechWorld. This is Lili speaking. How can I help you today?

Customer: Hi, Lili. I bought a pair of wireless headphones last week, but they’re not connecting properly to my phone

Agent: I’m sorry to hear that. Let’s see how we can fix it. Could you please tell me the model of your headphones?

Customer: Sure, they’re the Sound Buds Pro G 60

Agent: Thank you. And just to confirm, have you already tried restarting your phone or your headphones?

Customer: Yes, I did both, but the Bluetooth light keeps blinking. Actually, The Bluetooth isn’t working

Agent: I understand your concern. Sometimes that happens when there’s an old connection saved on the phone. Could you try deleting the previous device name from your Bluetooth list and trying again?

Customer: Oh, I hadn’t thought of that. Let me try….. give me a couple of minutes please, I just removed it. Now I’ll turn the headphones back on….. Yes, great! They’re connected now

Agent: Perfect! I’m glad it worked. Is the sound quality clear?

Customer: Yes, it sounds great now. Thank you for your patience and help

Agent: You’re very welcome! I’m happy we solved the problem. Is there anything else I can help you with today?

Customer: No, that’s all. You’ve been very kind

Agent: It was my pleasure. Thank you for calling Techo New World, and have a wonderful day!

Customer: Thank you so much!

Step 2 Language Analysis 

Scenario 1: Customer Service

1. Level of Formality or Register

The dialogue uses a formal and polite tone, suitable for a professional customer service context. Both speakers show respect and empathy through courteous and polite expressions. The language reflects professionalism and kindness throughout the communication

2. Vocabulary Use

The vocabulary is specific, simple, and context appropriate, including words like Bluetooth, device, and model. The agent uses technical but clear terms to guide the customer effectively. This helps maintain clarity and a friendly tone

3. Grammar Accuracy

Grammar is mostly accurate and consistent, with correct use of tenses and sentence structure. Expressions like “they’re not connecting properly” sound natural and fluent

4. Pragmatic Use of Language

The dialogue shows politeness and cooperation, with phrases such as “Let’s see how we can fix it” that promote teamwork. The agent’s responses are empathetic and culturally appropriate. Both speakers communicate respectfully and effectively

Context:

Mateo is applying for a job at “The Reading Book Corner,” a small bookstore in town

Interviewer: Good afternoon Mateo.

Thank you for coming to The Reading Book Corner. How are you today?

Mateo: Good afternoon Sir. I’m quite great, thank you. I’m happy to be here and ready for the interview

Interviewer: Wonderful. Mateo, for this interview, just try to be yourself and relax a little bit. So, let’s start with a simple question. Can you tell me a little about yourself?

Mateo: Of course sir. My full name is Mateo Bernal. I studied literature and Engineering Technology at the World Top University and worked for two years and a half in a public library just two blocks from this bookstore. I love reading history books and helping people choose good the right books for their needs and hobbies

Interviewer: That sounds interesting. Why do you want to work in our bookstore?

Mateo: Okay, because I realy enjoy having chats with people about books and helping customers find stories that inspire and make them happy. I also like organizing bookshelves and keeping the place cleand and tidy

Interviewer: That’s great. What would you say are your main strengths?

Mateo: I’m responsible, friendly, reliable and patient. I always try to listen carefully to what customers need so I can guide them by providing recommendations

Interviewer: And what about your weaknesses?

Mateo: Let’s see that’s a tough question. Well I often worry too much about small details, but I’m learning to manage my that step by step

Interviewer: Excellent Tomas. Do you have any questions for us or is there anything you would like to recommend us?

Mateo: Yes, I’d like to know if the bookstore organizes reading clubs, cultural events or if it offers rentals movies online

Interviewer: Yes, we do. We have a book club every month and offer monthly membership plans

Mateo: That’s awesome! I’d love to be part of it if I’m selected

Interviewer: Perfect. We’ll contact you soon and Thank you for coming in, Mateo

Mateo: Thank you very much for this opportunity I really appreciate having this interview. Have a lovely day

Language Analysis – Scenario 2

Formality/Register: The tone is formal and polite, appropriate for a work field

Vocabulary: Includes job related words such as responsible, reliable, organized, customers, opportunity, strengths, weaknesses

Grammar Accuracy: Verbs are used correctly in present and past tenses. Modal and conditional forms “I’d like to know” are used politely and appropriately

Pragmatic Use: Mateo uses polite phrases such as “Thank you for this opportunity,” “Have a lovely day” showing cultural respect. The interviewer keeps a professional and encouraging tone

Context:

Maya loves growing all kinds of indoor plants. She lives with her two cats in a beautiful apartment in the city. It has a great sunlight and an amazing view, a perfect place for having an indoor garden. Every two weeks she has her own ritual. She waters them and when is necessary, she gives them some plant food and a quote of love. Also, She always is looking for new plants for her place or for her friends as a gift for birthdays or any other special occasion. She says, “plants are the best way to celebrate because plants are life”.

Maya: Good morning Ms. Becca. How are you doing, how have everything been here? I haven't come lately because I was on vacation last month in Europe, I was visiting some friends.

Becca: Hiii Maya!It's great to see you here as always. I was precisely wondering why you didn't come these days, because I see you here very often. So tell me, how was your vacation in Europe? What places did you visit? I have a friend in Spain and I am planning to go next year for my birthday. 

Maya: Ohh Europe is just beautiful, I went to Spain, France, Portugal and every country has something special. I love walking in the narrow and old streets and eating pastries in France was the best.

Becca: I’m glad that you had a great time on your vacation. Wow, eating pastries in France is the best experience.  

Maya: yeah yeah, it was absolutely amazing. I have a lot of fun as well. Thank you Ms 

Becca. Now tell me, Do you have new plants? I have a friend who got her promotion recently and she loves plants as much as me. I want to give her one as a present. 

Becca: Congrats for her, plants are the best gift.  Let me think about something special… oh! I got a beautiful white orchid. What do you think?

Maya: That’s a great idea, She doesn't have one of those at home, and they are gorgeous. She has a great style, her apartment is precious, she will love it. How much does it cost?

Becca: It will be $45,00. We can add a congratulations card as well..

Maya: Thank you Mss Becca, I’ll appreciate that. 

Do you have any  recommendations to take care of it  appropriately?  I know orchids are very delicate.   

Becca: Sure, provide bright, indirect light and keep the soil consistently moist but not soggy. That's all. But the plant also has a card with indications, no worries.

Maya: Sounds great, I’ll pick it up after lunch. Thank you Ms Becca. see you later. 

Becca: Your welcome Maya, see you!

Level of formality:

The conversation here is semi-formal and polite, due to a customer–seller relationship. Maya and Becca have a friendly but at the same time polite conversation, using expressions such as “Good morning,” “Thank you,” and “Do you have any recommendations…?” They also show a great relationship between customer and seller because Maya is a regular client, which allows them to know each other well and talk in a warm and respectful way.

Pragmatic Use of Language

The pragmatic elements are excellent. Maya uses polite requests and gratitude, such as “Do you have any recommendations…?” and “Thank you, Ms. Becca.” Becca responds warmly and helpfully, maintaining a customer-service tone with friendly small talk about travel and personal interests. This type of interaction reflects typical English-speaking cultural norms, where small talk strengthens rapport in everyday transactions.

Going to a café

Employee: Good morning, dude, would you like something to drink?

Guy: Of course, man, do you have Cappuccino?

Employee: Of course we have, you’d love it!

Guy: Hope that’s true, may I have one please?

Employee: Sure man, let me prepare it

Guy: Also, how’s your day been, anything new?

Employee: Everything’s the same I guess

Guy: Oh, come on dude, at least you haven’t seen some fine lady or something?

Employee: Well, now that you mention it…

Guy: Oh man, I knew you got something to tell me

Employee: Well, I’ll tell you, but first let me bring you your coffee my man

Guy: I’ll enjoy it as much as your story, dude

Employee: Sure, you’ll do it

Language Analysis:

Formality: Low/Almost nothing. Because of the closeness between the two speakers, they talk in a fun and almost uncensored way.

Vocabulary: The vocabulary used in this conversation was a daily life one, also using some modest phrases used in the ordering food process, but everything was mostly based on friendly and silly interactions. If we refer to specific examples of it, we could bring to the table words and phrases like “coffee, prepare, drink, may I have” (related to main situation), and “my man, you’ll love it, come on” (related to fellowship and daily life vocabulary).

Grammar: The common use of contractions demonstrated informal communication, which merged perfectly with the conversation tone. In the conversation we also had more difficult structures like the present perfect negative: “you haven’t seen”. We could also mention the use of common structures like “How’s your day been” and the constant repetition of “man, dude” Throughout the phrases to simulate a realistic conversation between young people.

Pragmatism: The use of the language here is culturally appropriate for the kind of conversation where it’s needed to show fellowship and the low politeness that comes with it. We can also witness the use of verbal tics like “my man” which are words that are repeated without a specific purpose, but as we can see, changes the vibes of the conversation to one which is more relaxed and friendly, and which is more idiomatic.

Reflection:

Reflecting about our first case which based If we think about this situation, we could see that its development is very specific, something that has its benefits and disadvantages. The one who plays any of the characters may need to have clear understanding about this kind of casual speaking or he won’t understand all the meanings, but for that reason, we could also say that is great for that, for learning about this common way of chatting. The text also has use of this sort of idiomatic or typical phrases like “come on dude” or “anything new?” which are intended to generate knowledge related to a natural speaking, but it could make it more difficult to understand. Talking specifically about strengths were the use of a natural language, the creation of a conversation that flows naturally and the adequate use of informal vocabulary and structures, and on the other side, if we try to identify weaknesses, we will see that, the created situation is really specific so it could be difficult to understand and to relate with other situations. Also if the objective was that kind of informality, the text could have been simpler, so it would have become easier to understand.

Examples:

That “good morning” can be more friendly and fun, something like “hi dude, what’s up?” could be a good replacement for it.

The “May I have one” sounds too formal for the person who says it, something which could fit better and that’s not so modest would be “Give me one of those, man”

TV Interview

TV Host: Good morning people, I’m Clark and now we are here with the man of the moment: the musician, John Alfredo, also known as Mr. Freddy!

Mr. Freddy: Hi Clark, how’re you doing?

TV Host: Everything is going well my man, but me and the public is excited to know when it would be your new release.

Mr. Freddy: Well, well, well… I would like to tell you my man, that the producers and I have been working on a new single, but unfortunately, I’m not able to let you know the date of the release.

TV Host: Wow! So mysterious man, sounds like’s is going to be the record of year!

Mr. Freddy: hehehe, maybe man, if you say it, it must be true

TV Host: Don’t be so modest man, you’re literally one the greatest musicians of the modern era

Mr. Freddy: Well, I have no doubt about that, but sometimes I just like to be chill

TV Host: Now that we’ve got a bit calmer, why don’t you tell us a bit of your history?

Mr. Freddy: Well, I was born in a farm inside Guatemala, a place where the birds sang until the morning

TV Host: Sounds like you’re a Latino my man

Mr. Freddy: Well, it’s kind of obvious, you know, my name sounds a bit traditional

TV Host: Sure man.

Language Analysis:

Formality: Medium. It is a friendly but unique experience, so the kind of language used here is good point between extreme formality and relaxed casualness.

Vocabulary: In this dialogue we could see that the words used by the tv host were taken from a typical acted tv vocabulary, which could sometimes be a bit forced, but compliments the dialogue biases or stereotypes. On the other hand, the interviewee uses more normal words. He also makes use of filler words like “well”.

Grammar: The grammar used in this case is a bit more technical, there was a use of structures like the present perfect continuous (I have been working) and negative questions (why don’t you tell us?). In this case the structures are a bit more rigid and didn’t have that much fellowship flow.

Pragmatism: During the dialogue created by this situation, most of the time we appreciated that the tv host is what we typically expect, someone who’s talking with us and with someone else at the same time, using that kind of phrases which sound acted but fit in context. Finally, we witnessed that the conversation flows in a polite but fun way because of the tv show context, so it’s correct indeed.

Reflection:

When we talk about the second situation which is based on a tv interview, we’re able to see that its flaw is the opposite of the previous situation, it suffers of having a vocabulary that could be more polite but tends to be more casual. If we reflect about it this situation is great in case of studying semiformal situations, where you’re not talking with the president, but you’re not talking with your friend either. In this case we see that TV host is very useful if we want to practice that sort of acted and extrovert phrases which are maybe not so useful in many situations but create a stronger vocabulary and knowledge. On the other side of the coin, we got Mr. Freddy’s talk which seems more usual and it’s apparently more useful to answer interviews, but reviewing it we can see a little defect, it tends to be a bit too casual. It’s a notable flaw that there’s a tiny lack of formal speaking, mostly by Mr. Freddy, which could not be so appropriate for this kind of situation. As we saw, our two situations suffer of not being enough of “something” but it’s not as awful as we can think, it’s mostly notable if we’re specifically searching for this type of contextual defects.

Examples:

That “how’re you doing” can elevate its formality by using this addition “how’re you doing this morning?”

We can evolve that filler word “you know” with this fancy version of it: “As you may know”

Context

Miguel and Laura are coworkers in a coffee restaurant. Laura was recently promoted to be a Leader of the coffee, and She wants to improve some aspects like organization, teamwork, cleanness, and some obligations during the shift. The situation is that Laura has been friend of Miguel for three years and She wants to tell him about her promotion and ask Him some support with all the changes. She is going to implement at the Restaurant. 

Laura: Hi Miguel, how are you doing? How was your weekend? 

Miguel: good, I was planning to invite you to go for a picnic but my cousin came to visit me for the weekend, we went to the mall because she needed a new cellphone.

Laura: that's fine,  next weekend we can plan to do something. How has been everything here today? 

Miguel: It has been good; Lunch was super busy and now we are just restocking some implements we will need for closing shift. 

Hey!, I heard that you have been promoted. 

Laura: Yeah! I wanted to tell you that but I was waiting to be official, you know, they have to update the contract.  Our manager has offered me that position since last week but I wanted to wait until that. So now that you know i want to ask you some support 

Miguel: Im so happy for you Laura, you are a hard and great worker. Congratulations.

Laura: Thank you, Miguel, I really appreciate your words. I want this coffee to improve the quality in our service and attract more people.

Miguel: I’m agree with you, we need to work as a team to improve some aspects and who better than you to leader us. Please let me know how I can help you. 

Laura: Thanks again Miguel for your support. I am planning to include some obligations in the staff to archive this goal and make work easier for everyone too. 

Miguel: I love the idea, but… You know that Michael is a bit lazy and he doesn't like to do that much, and we hate when we must do everything for him. 

Laura: I know, I know. Let me just talk with him about it. I want everyone to be committed with this because at the end this will benefit us all. Thank you for your support, Miguel!

Miguel: Of course, Laura, count with me anytime. 

Level of formality:

The language used in this conversation is neutral to informal, because Laura and Miguel are coworkers and close friends, so the informal tone helps keep their friendly relationship while still talking about Laura’s new role and workplace topics. 

 Vocabulary learned:

• Promotion / promoted.

• implements -supplies 

• shift

• restock

• leader

• achieve

• committed 

• support

Grammar Accuracy

The grammar is clear overall, but there are several small errors that affect naturalness:

• “How has been everything here today?” → “How has everything been here today?”

• “Im so happy for you” → “I’m so happy for you”

• “I’m agree with you” → “I agree with you”

• “Who better than you to leader us” → “Who better than you to lead us”

• “Include some obligations in the staff” → “Assign some responsibilities to the staff.”
  While these errors do not obscure meaning, they slightly disrupt fluency and accuracy.

Pragmatic Use of Language

From a pragmatic perspective, the language use is effective and appropriate. Laura expresses politeness and appreciation (“Thank you, Miguel, I really appreciate your words”) and makes requests in a respectful, indirect way (“Let me just talk with him about it”). Miguel also uses supportive and encouraging language, reflecting a cooperative workplace relationship. The speakers’ tone respects cultural norms typical in English-speaking professional settings, where collaboration, politeness, and teamwork are valued.