Buku Informasi English

SPEAK ENGLISH AT A BASIC
OPERATIONAL LEVEL
I.55HDR00.217.2
1
Participate in simple conversations on familiar topics with work colleague s
1.1 Terms, phrases and body language to clarify verbal communication are carried out
Introduction
Opening statements start a conversation. They tell the listener
the purpose of the interaction and give direction on how to
continue the conversation. Properly understanding and
responding to opening statements is an essential skill at work.
Mastering this skill can leave your co-workers with a great first
impression, and failing to do so could leave them confused and
upset.
Opening Statements
Starting a conversation can be one of the most stressful things in life, but also one of the most
rewarding. Being good at starting conversations is essential in your career and many other aspects
of life. The following are examples of opening statements that can help you get the ball rolling.
Examples:
 How are you?
 How did your shift go?
 How’s the weather today?
 Anything new today?
 Are you busy?
 What time do you finish work?
 Good morning.
 Good to see you.
 Nice to meet you.
 Where are you from?
Language Tips
Here are some suggestions for starting conversations:
 Research interesting things to talk about
 Before you approach somebody to talk, relax
 Be prepared to listen
 Avoid controversial subjects, complaining or
gossip
 Be yourself!
Activity
Match the questions to the appropriate responses.
1. Good morning. A. I’m from Australia
2. How are you today? B. I’m off at 6pm.
3. Is there anything I need to know? C. Good morning, sir.
4. Good to see you. D. Great to see you, too.
5. Where are you from? E. I’m great, thanks.
6. What time do you finish work? F. Sure. What do you need.
7. Are you busy today? G. Yes. You should call Jim.
2
8. I need to tell you something. H. Of course. What do you need?
9. Can you help me? I. It’s very hot and sunny.
10. How is the weather today? J. Yes, I’m really busy at reception.
Activity
Write personal responses to the opening questions below. Add your own questions for the
final two.
1. How did your shift go today?
2. What’s the weather like?
3. What time is lunch?
4. ( )
5. ( )
Speaking Activity
Now practice asking these questions with a partner. When you have finished,
swap roles.
Introduction
In the service industry, you will be required to provide assistance to
guests or clients. This often includes giving directions, offering
advice or taking care of a customer’s special needs. While this
would be easy in your own language, sometimes it can be quite
difficult in English. You are very familiar with the topic, but you
must also have the language skills to express yourself. This unit will
provide the basic structures needed to comment on these topics, whether conversing with a
colleague, speaking to your supervisor or assisting customers.
Giving Directions
Giving directions is an everyday occurrence in the hospitality industry. In order to perform this task
efficiently you must be familiar with the places in your building and prepositions of location and
direction.
Activity
Look at the different illustrations below and match the meanings (a-j) with the prepositions
of location and direction (1-10).
1.___________________________________ 2.___________________________________
3
3. ___________________________________ 4. ___________________________________
5. ___________________________________ 6. ___________________________________
7. ___________________________________ 8. ___________________________________
9. ___________________________________ 10. ___________________________________
a) next to b) into c) through d) at the end of e) along

f) at the bottom of g) out of h) in front of i) at the top of j) past
4
Activity
Write down five different places in your workplace. Using the prepositions on the previous
page, write down directions to these places from the front door.
Example: Reception. ______________________
Answer: Reception is next to the lobby on the left.________________________
1. _____________________________________________
Answer: _______________________________________________________________.
2. _____________________________________________
Answer: _______________________________________________________________.
3. _____________________________________________
Answer: _______________________________________________________________.
4. _____________________________________________
Answer: _______________________________________________________________.
5. _____________________________________________
Answer: _______________________________________________________________.
Useful language
You must first understand when someone is asking for directions in order to respond
appropriately. Here are some ways that people ask for directions:
Where is __________________?
How do I get to __________________?
Can you tell me where the __________________ is?
I’m looking for the ______________________.
Speaking Activity
Using the questions above, ask a partner how to get to the places you listed on the
previous page. When you have finished, swap roles.
Giving Advice
Working in the service industry, you will be required to give advice to customers on a variety of
topics. No matter which department you work in, customers will approach you for
recommendations, and you must know how to respond appropriately.
Useful language
When giving advice, practice using the modal verbs should and ought to in order to express that
an action is advisable.
5
Examples:
You should go to Acme Restaurant for dinner.
He ought to go to the museum today.
Use had better to give urgent advice.
Examples:
You had better call your wife.
He had better go to the doctor today.
Speaking Activity
Using the structures above, practice giving advice to the person next to you. When you
have finished, swap roles.
1.2 Understand and use polite and friendly sentences and know when to use formal or
informal sentences
Introduction
We use formal language in situations that are serious or that involve people we don’t know well.
Informal language is more commonly used in situations that are more relaxed and involve people
we know well.
Formal language is more common when we write; informal language is more common when we
speak. However, there are times where writing can be very informal, for example, when writing
postcards or letters to friends, emails or text messages. There are also examples where spoken
English can be very formal, for example, in a speech or a lecture. Most uses of English are neutral;
that is, they are neither formal nor informal.
Formal language and informal language are associated with particular choices of grammar and
vocabulary.
Verbs – Informal & Formal

Informal Formal
say sorry apologize, apologise
go up increase
go down decrease
set up establish
look at examine
blow up explode
find out discover
6
Emphasis Words – Informal & Formal
Informal Formal
lots of/ a lot of much, many
tons of, heaps of large quantities of, a number of
totally completely, strongly
really, very definitely
Letter Expressions – Informal & Formal

Informal Formal
Hi Robert, Dear Sir or Madam
Just wanted to let you know… I am writing to inform you…
Love, Yours sincerely, Yours faithfully,
Cheers,
Yours Truly, Best regards, kind regards
Hope to hear from you soon I look forward to hearing from you
You can call me if you need anything Please do not hesitate to contact me
Abbreviations – Informal & Formal

Informal Formal
ASAP as soon as possible
T.V. television
photo photograph
cell cell phone
net Internet
Slang – Informal & Formal

Informal Formal
kids children
bad negative
7
Informal Formal
good positive
really big considerable
right correct
wrong incorrect
smart intelligent
cheap inexpensive
loaded rich
Dialogue
Look at two dialogues between a guest and a receptionist below. Circle the examples of closing
statements in the dialogues.
Dialogue 1
Guest: Can I pay with Visa?

Receptionist: Of course. The total is 215.
Guest: Ok, here is my credit card.
Receptionist: Thank you. Can you please sign here?
Guest: Yes.
Receptionist: Do you need a taxi to the airport, sir?
Guest: No, thank you. I’m going to take the bus.
Receptionist: Ok. Thank you for staying at Acme Hotel.
Dialogue 2
Receptionist: Your tour guide will pick you up in the lobby at 7am tomorrow morning.
Guest: Great. Is lunch included?
Receptionist: Yes. You will have a choice between a local restaurant and an Italian
restaurant.
Guest: Thanks. Can I have a wake-up call at 6am?
Receptionist: Of course. We will call you at 6am tomorrow morning.
Guest: That sounds good. Thanks for your help.
Receptionist: You’re very welcome. Have a great tour!
Speaking Activity
Practice saying the dialogues above with a partner. When you have finished, swap roles.
8
Work Projects
It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You must
submit documentation, suitable evidence or other relevant proof of completion of the project to
your Trainer by the agreed date.
1.1 Keep a journal of all opening statements you use in one day. Submit the journal to your
Trainer for review
1.2. Bring a map of your workplace to class. Quiz your classmates on how to get to certain places
in your building
1.3. Bring a flyer or advertisement for one activity held at your workplace. Write down five actions
that took place at the event
1.4. Write down examples of three scenarios in which you used closing remarks. Read your
descriptions to the class.
Summary
When speaking to colleagues about familiar topics it is important to:
 Initiate conversations using appropriate opening comments
 Respond appropriately to their opening comments
 Have confidence and speak naturally while providing assistance
 Use the simple past tense appropriately
 End conversations by using closing remarks.
Element 2: Communicate in English on the Telephone
2.1 Greetings are given correctly including mentioning the company name
Introduction
Greetings in any language are important in creating a friendly and polite beginning to any
conversation. Using the appropriate greeting for the time of day helps to establish rapport with
the guest or client and can also let people know what time of day it is in your particular country.
This is useful information for guests and clients as they may be ringing from another country and
their time zone may be different to yours. Listening for time and pronouncing times correctly is
critical in the hospitality and tourism industry especially on the phone and it is important to
practice listening for and saying the time correctly.
Formal Greetings
When you are working in a hotel or a restaurant and answer the telephone you need to:
give a greeting
say where you are
say who you are
ask how you can help
9
Give a greeting Say where you are working
Good morning.
The Mirage Hotel
Good afternoon.
The Hyatt Hotel
Good evening.
Say who you are Ask can you help
May I help you?
_________ speaking. Can I be of some assistance?
This is ___________ speaking How can I help you?
Can I help you?
Vocabulary – Time
Activity
What time is it? Write the correct time next to the clocks. The first one has been done for
you.
1. _______10.25______ 2. _________________
3. _________________ 4. _________________
5. _________________ 6. _________________
Note: In English, times of the day are spoken and written differently in different parts of the world.
Sometimes, this results in confusion and misunderstanding. Often in the tourism, hospitality and
accommodation industry, workers will need to clarify the times of the day with customers or
guests.
Time Variations
Activity
Complete the following table by writing the different variations of time under the headings:
analog, digital, 12 hour digital and 24 hour digital.
10
Words (spoken) Numbers (written)
24 hour
Analog Digital 12 hour digital
digital
1. quarter past two in two fifteen in the 2:15 pm 14:15
the afternoon afternoon
2. half past eight in the eight thirty in the 8:30 am 08:30
morning morning
3. quarter to nine in the eight forty-five in the 8:45 pm 20:45
evening evening
4. 6:45 am
5. 10:15
6. 22:30
7. quarter to seven in
the evening
8. three fifteen in the
afternoon
9. eleven thirty in the
morning.
Greetings - Time of the day
Activity
Write the words next to the sounds. The first one has been done for you.
1. /gʊd/ _good____________ 2. /mɔːnɪɳ/ __________________
3. /ɑːftənuːn/ __________________ 4. / gʊd ɑːftənuːn/ ________ __________
5. /gʊd ɪːvnɪɳ/ ________ _________
Write the appropriate greeting next to the time. The first one has been done for you.
1. half past eight in the morning _Good morning___

2. 20.25 ________________ ____
3. 12.00pm ________________ _____
4. 6.00am _________________ ____
5. quarter past four in the afternoon _________________ ____
6. eleven thirty am ___________________ __
Dialogue
Activity
Now read the dialogue between Mr. Smith and the front desk attendant then practice with
your partner. Trainee A is the front desk attendant and Trainee B is Mr. Smith. Swap roles
and read again.
11
Front desk Good morning, front desk, Anna speaking, how may I help you?
attendant:
Mr. Smith: Good morning, Mr. Smith here from room 401. My colleagues are
arriving at the airport on Tuesday afternoon. I'd like the hotel
minibus to collect them from the airport.
Front desk Certainly, sir. Do you know what time their plane arrives?
attendant:
Mr. Smith: At about four pm, I think.
Front desk I see. I'll arrange the minibus to pick them up at four o'clock then.
attendant:
Mr. Smith: Could you arrange the bus to get there a little earlier? Just in case
they are early.
Front desk Of course, Mr. Smith. I will make sure the minibus gets to the
attendant: airport at a quarter to four. Is that ok?
Mr. Smith: That should be fine. Thank you for your help.
Front desk You're welcome, sir. Is there anything else I can help you with?
attendant:
Mr. Smith: No, thanks. That's all.
2.2 Assistance and determining the purpose of the telephone offered
Introduction
After determining what the caller is phoning for it is necessary to ask
questions to gather more information and details. In English there are many
ways to ask for specific information and it is important to take notes when
the caller responds so you are able to process the call effectively. Direct
questions are often more impolite and it is better to use indirect questions
when asking for more information.
Listening
Question types
Yes / No questions
These questions from the dialogue require a Yes or No answer:
Arriving on the 25th and leaving on the 28th?
A single room, sir?
Limited choice questions
This question requires you to choose one of the alternatives in the question:
Smoking or non-smoking?
Wh / How questions
These questions from the dialogue require more information than just Yes or No:
How can I help you?
And when will you be arriving, sir?
And how will you be paying, sir?
12
Requests
These questions from the dialogue are asking for something to be given or done:
Can I have your name please?
And could we have a room with a view, please?
Your credit card number please, sir?
And may I have your phone number please, sir?
Could you repeat that number, please?
Could you arrange to have a bottle of champagne in the room for when we arrive?
NOTE: When speaking, to ask a question on a new topic, we often start with And.
This sounds softer and more polite.
Activity
Put the questions in the box below into the correct category. Now match the answers to the
questions. An example has been done for you.
Question Answer
Can I see your passport please? Yes, please.

Leaving on Tuesday the 30th? Oh, it’s still in the taxi!
Where is your luggage? Yes, that’s OK.
The beef or the chicken? Around 7pm.
May I have your wife’s name please? Yes, that’s right.
Do you want air conditioning? Chicken please.
Single, double, or twin? Window.
What time will you arrive? Yes, it’s Maggie Wong.
Window or aisle? Yes, here you are.
Will you need a transfer? Eleven.
Could you wait a moment please? No, we won’t need one thanks.
Which room are you in, madam? Double thanks.
Yes/No Questions Answers
Leaving on Tuesday the 30th? Yes, that's right.
Limited choice Questions Answers
Wh/How Questions Answers
Requests Answers
13
Read the following requests. Your trainer may ask you to read them aloud to the class.
1. May I have seventy photocopies of this document by lunchtime, please?
2. Could you send this fax for me now, please?
3. I would like an early wake up call tomorrow morning at half past six.
4. Would it be possible to have a dozen red roses sent to room 203 at six o’clock
tonight?
5. Can I order a taxi for 8:00 am tomorrow to take me to the airport?
6. I’d like to order some sandwiches to be delivered to my room now, please.
7. If possible, I would like to change my ticket to first class?
8. Could you arrange for another nine chairs to be put into the conference room for
my meeting at 2:30 tomorrow?
9. I want to book six places for next week’s tour to Big Mountain.
10. My taxi is here. Can you ask the porter to collect my luggage from my room and
take it to the foyer?
11. Is there someone who could translate this into English for me by tomorrow?
12. Could you change this money, please?
Now match an appropriate response to each request. Choose from the expressions below.
You will need to use some of the expressions more than once. The first one has been done for you.
A. Thank you sir, I’ll book the tickets for you now.
B. Yes, of course sir. I’ll send it for you right now.
C. Yes, I’ll arrange for your early wake up call for the time you’ve asked.
D. Yes, I’ll arrange for the flowers to be delivered at six o’clock tonight.
E. Of course sir, I’ll do that for you straight away.
F. I’m very sorry sir, there are no first class seats left, but I can change your ticket to
business class.
G. Yes, of course sir, I’ll arrange that for you.
H. Yes, of course sir, I’ll arrange that for you right now.
1. E 2. 3. 4. 5. 6.
7. 8. 9. 10. 11. 12.
In pairs, practice saying the requests and giving an appropriate reply.
2.3 Callers are asked to wait while searching for the desired person.
Speaking on the telephone can be difficult because you can’t see the other person. Here
are some tips to help you on the phone:
14
Learn standard phrases
Phrases like “Speaking!” (when someone asks for you), or “Hold on please” (to ask
someone to wait) help you to communicate your message in a few words. These phrases
are very common, and you will hear them a lot on the phone.
Say “please” after you ask for something

For example, “Can I speak to John please?”
“Is Jane there please?”
There are two reasons to use “please”. Firstly, it’s polite to say “please” when you ask for
something.
Secondly, because you say “please” at the end of your question, it shows the other
person that you have finished speaking.
When you want the other person to do something (connect you to another person, take a
message, etc) use can or could:
Can you put me through to David, please?

Could you take a message for me, please?
Don’t say too much
Dialogue
Activity
Now please practice the dialogue below
Helen: Midtown Computer Solutions, Helen speaking. How can I help you?
Ryan: Hello, this is Ryan Bardos. May I speak with Natalie Jones, please?
Helen: One moment please – I’ll put you through.
Helen: Mr. Bardos? I’m sorry, Natalie’s in a meeting at the moment. Would you like to
leave a message?
Ryan: Yes, could you ask her to call me back as soon as possible? It’s pretty urgent.
Helen: Of course. Does she have your number?
Ryan: She has my office number, but let me also give you my cell – it’s 472-555-8901.
Helen: Let me read that back to you – 472-555-8901.
Ryan: That’s right.
Helen: And could you spell your last name for me?
Ryan: B as in Boston – A – R – D as in dog – O – S as in September
Helen: Okay, Mr. Bardos. I’ll give her the message.
Ryan: Thanks a lot. Bye.
Please Practice Returning call dialogue below
Natalie: Hi, Ryan, this is Natalie returning your call.

Ryan: Hi Natalie, thanks for getting back to me. I was calling about the shipment of
keyboards for our office – we haven’t gotten them yet.
15
Natalie: Oh, that’s not good – they were supposed to be delivered three days ago.
Ryan: Exactly, and we have a new group of employees starting on Monday, so we really
need those keyboards as soon as possible.
Natalie: Okay, I’ll look into it right away – if necessary, we can send you an emergency
overnight shipment.
Ryan: Thanks, Natalie, I appreciate it.
Natalie: No problem, Ryan. I’ll call you back a little later, as soon as I have more
information.
Ryan: Sounds good – talk to you soon.
Natalie: Bye.
2.4 If necessary, apologize to callers when the desired person is not present
Instroduction
Focused on helping you know what to expect and say in these situations, so the beginning
of each telephone conversation is not included. To learn what you need to say in English
to start a telephone conversation, do the following exercises:
Saying someone isn’t there

I’m afraid Sarah isn’t here at the moment.
She’s away from her desk at the moment.
I’m sorry, but Sarah isn’t in the office today. (Can I take a message?)
I think she’s in a meeting.
Her line’s engaged. (= She’s on the telephone to another person.)
Unfortunately the person Ryan wants to speak to is not available, and the receptionist says “I’m
sorry, Natalie’s in a meeting at the moment.” Here are some additional phrases to use when
another person can’t answer a telephone call:
 “I’m sorry, she’s on another call.”

 “I’m sorry, Natalie has left for the day.”
 “I’m sorry, Natalie’s not in her office right now.”
 “I’m sorry, she’s out of town at the moment.”
 “I’m sorry, she’s not available at the moment.”

Then, there are two common phrases that are used for offering to take a message:
 “Would you like to leave a message?”

 “Can I take a message?”
If you don’t want to leave a message, you can say: “No thanks, I’ll call back later.”
16
There are two polite ways to leave a message. You can make a statement starting with “Please”
or a question starting with “Could you…” – usually followed by the verbs ask, tell, or remind and
then “him” (if the message is for a man) or “her” (if the message is for a woman).
 “Could you ask her to call me back?”

 “Please ask him to call me back.”
 “Please tell him/her that the documents are ready.”
 “Please remind him/her that he/she has a dentist appointment tomorrow.”
Actvity
In each of the two following telephone conversations, a receptionist tells a caller that the
person/people who they are calling for can't speak to them. In the first dialogue, the
person they are calling for can't speak to them, but the receptionist doesn't say why. In
the second, all the people in the department the caller wants to speak to are busy.
From the context, try to guess what the meaning of the words/phrases in bold are and
when you should use them in a telephone call. Then do the quiz at the end to check if you
are right.
Telephone Call 1:
Receptionist:'I'm afraid she is currently unavailable.'
Caller:'Ok. Could I leave a message?'
Receptionist:'Of course. Let me get a pen.'
10 seconds later
Receptionist:'Go ahead, please.'
Caller:'Can you tell her that Jeff Phelps called.'
Receptionist:'Could you spell that, please.'
Caller:'My name?'
Receptionist:'If you could, please.'
Caller:'My first name is J E double F. And my surname is P H E L P S.'
Receptionist:'Perfect.'
Caller:'Could you ask her to call me back about Friday's meeting.'
Receptionist:'Call you back about Friday's meeting. OK. Does she have your number?'
Caller:'I think so. But I'll give it to you just in case. It's 0 7 4 5 3, 9 double 6 7 4 1.'
Receptionist:'So that's 0 7 4 5 3, 9 double 6 7 4 1.'
Caller:'That's right.'
Receptionist:'I'll pass that on to her. Thank you for your call.'
Caller:'Thank you. Bye.'
Receptionist:'Bye.'
17
2.5 Caller data is recorded
Introduction
Being able to take a customer or guest's details is one of the most
important skills when speaking on the telephone. Much of this type of
information is similar and includes customer name, address, phone
number and dates but listening for specific information and spelling are
critical for effective communication. Taking down the wrong information
is embarrassing for the customer and staff. Arriving at an airport and
seeing their name spelt correctly makes a guest feel happy and gives a
good impression for your organization so it is important to make sure
that you can listen for specific information well.
Names
Activity
Put the names below into the correct column. Guess the nationality of each name. The first
one has been done for you. Repeat the names with your partner. Do you know anyone
other common names from other countries?
Title First Name/Given Names Surname/Last Name Nationality
Mr. Tomo Watanabe Japanese
1. Watanabe Mr. Tomo 2. Jessica Miss Jones

3. Nguyen Thi Van Mrs. 4. Mr. McDonald Angus
5. Ms. Jacqueline Bouverie 6. Mr. Smith Bruce
7. Kim Ae Sook Miss 8. Bortolotto Mr. Alessandro
9. Mrs. Babkin Valentina 10. Mr. Gerber Heinrich
Read the following dialogue. What is the problem?
Telephone Conversation between a Customer Service Officer and a Customer
Customer service Good morning, Acme Computers.

officer:
Customer: Good morning, I would like to buy a laptop case.
Customer service A what?
officer:
Customer: A laptop case!
Customer services I have no idea what you are talking about. What is a laptop
officer: case?
18
Customer: I don’t have all day! How many times do I have to tell you
what I want?
Customer services I can’t understand you. We only sell laptop cases. You will
officer: have to call another company. Customer service officer hangs
up the phone.
Useful language
Activity
If you cannot understand what a customer has said, you can say one of the following.
Useful language
Could you repeat that, please?

Could you repeat that slowly, please?
I’m sorry, I missed that.
Sorry, I didn’t catch that.
I’m sorry?
Excuse me?
Do you mean?
Can you speak more slowly, please?
Could you spell that?
Practice Dialogues
Activity
In the dialogues below, underline what the service industry worker says to the customer
or guest to make sure they understand exactly what has been said. Then practice the
dialogues in pairs. Remember to use intonation, stress and rhythm.
Dialogue 1
Guest: Can you tell me where the post office is?
Front desk attendant: I’m sorry?
Front desk attendant: Yes, it’s on the corner of Main Street and Park Street.
Dialogue 2
Guest: Is there a Thai restaurant nearby?
19
Concierge: Do you mean a restaurant where you must wear a tie?
Guest: No, I mean a restaurant with food from Thailand.
Dialogue 3
Customer: We’re arriving on the second of November.

Tour reservations
I’m sorry, I didn’t catch that.
officer:
Tour reservations The second of November. I’ll just enter that date on the
officer: computer.
Customer: We’re arriving on the fifth and leaving on the tenth.
Tour reservations
officer:
Dialogue 4
Client: My mobile number is 0448 691 252.
Human resource officer: Could you repeat that slowly, please?
Guest: Of course. 0448 691 252.
Dialogue 5
Customer: My surname is Higgins.

Ticketing reservations
Sorry, could you spell that, please?
officer:
Customer: Higgins. H-I-G-G-I-N-S.
Ticketing reservations Is that H for Hotel, I for India,
officer: G for Golf, G for Golf, I for India,
N for November and S for Sierra?
Customer: Yes, that’s correct.
Activity
Rearrange the questions below into the correct word order. The first one has been done for
you. Can you think of any other ways of asking for name and address? Which questions are
20
the most polite? Discuss with your partner.
1. name What's your , please? What's your name, please?________
2. your Can tell you me address , please? _______________________________
3. Could have your I please? name _______________________________
4. where And you do live? you _______________________________
5. mind you Would telling your me address, _______________________________
madam?
6. ? Name address and _______________________________
7. tell me Could your you address? _______________________________
8. spell your Could name you? _______________________________
9. do spell How you that? _______________________________
10. me Tell address? Your _______________________________
Complete the form below with information from at least 5 other trainees. Fill in your own
details first. Use the questions above to help you.
First Name/Given
Title Surname/Last Name Phone number
Names
1.
2.
3.
4.
5.
6.
Work Projects
It is a requirement of this Unit that you complete Work Projects as advised by your Trainer. You
must submit documentation, suitable evidence or other relevant proof of completion of the
project to your Trainer by the agreed date.
1.1 Submit a copy of the company's standards or policies regarding answering the telephone
including requirements for answering within a certain number of rings.
1.2. Record yourself answering three incoming telephone calls ensuring your recordings:
 Demonstrate the calls were answered promptly, clearly and politely
 Adhere to company standards regarding answering the phone
 Demonstrate you establish the nature of the enquiry
 Demonstrate clear diction and pronunciation
 Demonstrate you asking questions to identify caller's needs.
Summary
When taking general enquiries on the phone remember to:
 Answer the phone within the stipulated number of rings as per your company guidelines
21
 Use an appropriate greeting for the time of day
 Be polite and friendly
 State your own name, department and company name
 Speak clearly
 Ask questions to clarify details.
22
COMMUNICATE IN ENGLISH ON
THE TELEPHONE
I.55HDR00.006.2
23
Element 1: Answer incoming phone calls
Performance Criteria
1.1. Calls are answered promptly, clearly and according to company standards.
Introduction
Understanding and communicating effectively on the phone in English requires many different
skills including listening, grammar, pronunciation, intonation, stress and rhythm. Intercultural
understanding is also important and there are generally accepted industry and cultural norms for
answering the phone within a certain amount of rings. Allowing the phone to ring for a long time
or not being able to communicate effectively could cause a guest or client to become angry which
may reflect poorly on your company.
Vocabulary
Activity
Look at the words below. Write the words in the correct column in the table below. The first
one has been done for you.
a phone answer call quickly a guest politely
Angry polite reception an enquiry promptly speak
Noun Verb Adjective Adverb
a phone
Now match the words with their meaning. Two examples have been done for you.
to respond speak rapidly
phone
Answer graciously a guest a visitor
Call query promptly talk
Enquiry device for speaking to people quickly nice
Reception to ring someone angry fast
Politely front desk polite mad
How many rings are acceptable?

Activity
Choose an answer and discuss with your partner.
a) 1 ring b) 2 rings c) 4 rings or less d) 5 to 8 rings
Discuss your answer with your partner. Did you have the same answer?
24
Numbers
Activity
Can you count from one to twenty? First, write the numbers next to their sounds. Two have
already been completed.
/wʌn/ one /tuː/
/ɵrɪ/ /fɔː/
/_____/ five /sɪks/
/sevn/ /eɪt/ eight
/_____/ nine /ten/
/ɪlevn/ /twelv/
/ɵɜːtɪ:n/ /fɔːtɪːn/
/fɪftɪːn/ /sɪkstɪːn/
/sevntɪːn/ /eɪtɪːn/
/nɑɪntɪːn/ /twentɪ/
Class Activity - 1 to 20
Close your eyes and call out numbers one to twenty in order. If two people call out together you
must start from one again. See how far the class can get without repeating a number.
Greetings in any language are important in creating a friendly and polite beginning to any
conversation. Using the appropriate greeting for the time of day helps to establish rapport with
the guest or client and can also let people know what time of day it is in your particular country.
This is useful information for guests and clients as they may be ringing from another country and
their time zone may be different to yours. Listening for time and pronouncing times correctly is
critical in the hospitality and tourism industry especially on the phone and it is important to
practice listening for and saying the time correctly.
Formal Greetings
When you are working in a hotel or a restaurant and answer the telephone you need to:
give a greeting
say where you are
say who you are
ask how you can help
Give a greeting Say where you are working

Good morning.
The Mirage Hotel
Good afternoon.
The Hyatt Hotel
Good evening.
Say who you are Ask can you help
May I help you?
_________ speaking.
Can I be of some assistance?
This is ___________ speaking
How can I help you?
25
Can I help you?
Vocabulary – Time
Activity
What time is it? Write the correct time next to the clocks. The first one has been done for
you.
1. _______10.25______ 2. _________________
3. _________________ 4. _________________
5. _________________ 6. _________________
Note: In English, times of the day are spoken and written differently in different parts of the world.
Sometimes, this results in confusion and misunderstanding. Often in the tourism, hospitality and
accommodation industry, workers will need to clarify the times of the day with customers or
guests.
Time Variations
Activity
Complete the following table by writing the different variations of time under the headings:
analog, digital, 12 hour digital and 24 hour digital.
Words (spoken) Numbers (written)
24 hour
Analog Digital 12 hour digital
digital
1. quarter past two in two fifteen in the 2:15 pm 14:15
the afternoon afternoon
2. half past eight in the eight thirty in the 8:30 am 08:30
morning morning
26
3. quarter to nine in the eight forty-five in the 8:45 pm 20:45
evening evening
4. 6:45 am
5. 10:15
6. 22:30
7. quarter to seven in
the evening
8. three fifteen in the
afternoon
9. eleven thirty in the
morning.
Greetings - Time of the day
Activity
Write the words next to the sounds. The first one has been done for you.
1. /gʊd/ _good____________ 2. /mɔːnɪɳ/ __________________
3. /ɑːftənuːn/ __________________ 4. / gʊd ɑːftənuːn/ ________ __________
5. /gʊd ɪːvnɪɳ/ ________ _________
Write the appropriate greeting next to the time. The first one has been done for you.
1. half past eight in the morning _Good morning___

2. 20.25 ________________ ____
3. 12.00pm ________________ _____
4. 6.00am _________________ ____
5. quarter past four in the afternoon _________________ ____
6. eleven thirty am ___________________ __
Dialogue
Activity
Now read the dialogue between Mr. Smith and the front desk attendant then practice with
your partner. Trainee A is the front desk attendant and Trainee B is Mr. Smith. Swap roles
and read again.
Front desk Good morning, front desk, Anna speaking, how may I help you?
attendant:
Mr. Smith: Good morning, Mr. Smith here from room 401. My colleagues are
arriving at the airport on Tuesday afternoon. I'd like the hotel
minibus to collect them from the airport.
Front desk Certainly, sir. Do you know what time their plane arrives?
attendant:
Mr. Smith: At about four pm, I think.
Front desk I see. I'll arrange the minibus to pick them up at four o'clock then.
27
attendant:
Mr. Smith: Could you arrange the bus to get there a little earlier? Just in case
they are early.
Front desk Of course, Mr. Smith. I will make sure the minibus gets to the
attendant: airport at a quarter to four. Is that ok?
Mr. Smith: That should be fine. Thank you for your help.
Front desk You're welcome, sir. Is there anything else I can help you with?
attendant:
Mr. Smith: No, thanks. That's all.
State own name and/ or company name
Introduction
It is important to use the correct greeting for the time of day both on the
telephone and when meeting people face to face. When answering the
telephone it is also necessary to state your department, name and
company name if someone is calling from outside or you are calling
someone. Providing this information helps the other person on the
phone to either confirm that they have the correct department or
company, or to predict what information they may require to provide for you, if you are calling
them. Giving your own name and company name helps to establish rapport with the other person
on the phone and sets the context for the conversation.
Listening
Activity
Listen to the following telephone recordings and fill in the missing information. The first one
has been done for you.
1. Good afternoon, Fasta Pasta Restaurant, how may I help you?
2. Good evening, Rose Hotel, ________________ speaking, what can I do for you?
3. Hello, this is ________________ in room 219, can you put me through to room
_____________, please?
4. Thank you for phoning _____________________. All of our lines are currently busy.
5. Good _____________, Long Beach Resort and ____________, _______________ department, Chi
speaking.
Listen to the recording again. Which words are stressed? Mark the stressed words in each
sentence with a ∙ . The first one has been done for you.
Pronunciation: sentence stress
Sentence stress is important in order to speak clearly and to understand others when
listening. Stressing the wrong syllable or word can change the meaning of the message
and can lead to misunderstanding.
Sentence stress
In a spoken English sentence, some words are strong and some words are weak. We
28
stress the important information words in a sentence. Look at the example below. The
stressed words have an above them.
∙ ∙ ∙
Good morning, Hotel Mataram. How can I help you?
The weak words are usually grammar words.
Vocabulary
Names
In some cultures, including most Western societies, people have a first or given name
followed by a surname or last name. For example: Mr. John Smith.
In other cultures the surname comes first, before the given name. This is true in countries
such as Japan, China, Vietnam, Hungary, Romania and Korea. For example: Ngyuen Thi
Van where Nguyen is the last name.
Grammar
Activity
Here is a list of jobs in the tourism, hospitality and accommodation industry. Read the duties
performed and write in the correct verbs from the list below:
Verbs
takes informs cleans interviews greets washes
carries answers books keeps organizes delivers
Job A common duty

1. a tour guide officer ______________ tourists to places of interest.
2. a hotel accounts clerk ______________ the hotel financial accounts.
3. a porter _____________ guests’ luggage.
4. a room service attendant _______________ food to guest rooms.
5. a concierge _____________ guests when their taxi has arrived.
6. a laundry assistant ________________ and irons clothes.
7. a front desk attendant _____________ guests on arrival.
8. a ticketing reservations officer _______________ tickets for tourists.
9. a telephonist _______________ the telephone and makes calls.
10. a public areas cleaner _______________ floors.
11. an event officer ______________ conference rooms.
12. a human resource officer _______________ applicants for jobs.
How many departments can you think of in an organisation? In groups of four write down
as many departments that you can think of. Some examples are given below. Match the
positions with the departments. Add some extra examples.
29
Department Positions
Human Resources Financial controller
Food and Beverage Operations Laundry assistant
Acc_ _ _ _ _ _ _ Receptionist
Front O_ _ _ _ _ Porter
S_ _ _ _ _ _ y Bar attendant
En_ _ _ _ _ _ _ _ g Sous Chef
M_ _ _t _ _ _ _ _ e Lifeguard
R_ _ _ _ v_ _ _ _ _ s Concierge
House K_ _ _ _ _ _ Waiter
Recreation Fitness Instructor
S_ _ _ _ and M_ _ _ _ _ _ _ _ Carpenter
Spa Room service attendant
Rooms Division Masseuse
Food and Beverage Production Marketing officer
1.2. Friendly assistance is offered to callers and the purpose of calling is clearly defined.
Introduction
After determining what the caller is phoning for it is necessary to ask
questions to gather more information and details. In English there are many
ways to ask for specific information and it is important to take notes when
the caller responds so you are able to process the call effectively. Direct
questions are often more impolite and it is better to use indirect questions
when asking for more information.
Listening
Question types
Yes / No questions
30
These questions from the dialogue require a Yes or No answer:
Arriving on the 25th and leaving on the 28th?
A single room, sir?
Limited choice questions
This question requires you to choose one of the alternatives in the question:
Smoking or non-smoking?
Wh / How questions
These questions from the dialogue require more information than just Yes or No:
How can I help you?
And when will you be arriving, sir?
And how will you be paying, sir?
Requests
These questions from the dialogue are asking for something to be given or done:
Can I have your name please?
And could we have a room with a view, please?
Your credit card number please, sir?
And may I have your phone number please, sir?
Could you repeat that number, please?
Could you arrange to have a bottle of champagne in the room for when we arrive?
NOTE: When speaking, to ask a question on a new topic, we often start with And.
This sounds softer and more polite.
Activity
Put the questions in the box below into the correct category. Now match the answers to the
questions. An example has been done for you.
Question Answer
Can I see your passport please? Yes, please.

Leaving on Tuesday the 30th? Oh, it’s still in the taxi!
Where is your luggage? Yes, that’s OK.
The beef or the chicken? Around 7pm.
May I have your wife’s name please? Yes, that’s right.
Do you want air conditioning? Chicken please.
Single, double, or twin? Window.
What time will you arrive? Yes, it’s Maggie Wong.
Window or aisle? Yes, here you are.
Will you need a transfer? Eleven.
Could you wait a moment please? No, we won’t need one thanks.
Which room are you in, madam? Double thanks.
Yes/No Questions Answers
Leaving on Tuesday the 30th? Yes, that's right.
Limited choice Questions Answers
31
Wh/How Questions Answers
Requests Answers
Read the following requests. Your trainer may ask you to read them aloud to the class.
1. May I have seventy photocopies of this document by lunchtime, please?
2. Could you send this fax for me now, please?
3. I would like an early wake up call tomorrow morning at half past six.
4. Would it be possible to have a dozen red roses sent to room 203 at six o’clock
tonight?
5. Can I order a taxi for 8:00 am tomorrow to take me to the airport?
6. I’d like to order some sandwiches to be delivered to my room now, please.
7. If possible, I would like to change my ticket to first class?
8. Could you arrange for another nine chairs to be put into the conference room for
my meeting at 2:30 tomorrow?
9. I want to book six places for next week’s tour to Big Mountain.
10. My taxi is here. Can you ask the porter to collect my luggage from my room and
take it to the foyer?
11. Is there someone who could translate this into English for me by tomorrow?
12. Could you change this money, please?
Now match an appropriate response to each request. Choose from the expressions below.
You will need to use some of the expressions more than once. The first one has been done for you.
A. Thank you sir, I’ll book the tickets for you now.
B. Yes, of course sir. I’ll send it for you right now.
C. Yes, I’ll arrange for your early wake up call for the time you’ve asked.
D. Yes, I’ll arrange for the flowers to be delivered at six o’clock tonight.
E. Of course sir, I’ll do that for you straight away.
F. I’m very sorry sir, there are no first class seats left, but I can change your ticket to
business class.
G. Yes, of course sir, I’ll arrange that for you.
H. Yes, of course sir, I’ll arrange that for you right now.
1. E 2. 3. 4. 5. 6.
32
7. 8. 9. 10. 11. 12.
In pairs, practice saying the requests and giving an appropriate reply.
1.3. Detailed descriptions are repeated to the caller for confirmation.
Introduction
When taking an order, booking or request it is important to take notes and listen for key words.
When the guest or customer has completed their request, you should repeat the information back
to the customer to check that you have understood correctly. This is polite and it provides an
opportunity to reconfirm the booking, order or request which ensures that the correct information
has been communicated.
Listening for specific information

Activity
Listen to the recording and complete the guest registration form.
GUEST REGISTRATION FORM
Welcome to the Grand Hotel
DEPARTURE TIME: 11:00 AM
33
CONFIRMATION NUMBER
ARRIVAL DATE
DEPARTURE DATE
ARRIVALTIME
NO. ROOM (Number of rooms)
ROOM TYPE
ROOM RATE
NO. OF GUESTS (Number of
guests)
ADVANCE DEPOSIT
ROOM NO.(Room number)
NO. OF NIGHTS
Look at the tape script below. The receptionist confirms each piece of information
provided by the guest. Circle the parts of the conversation where the receptionist
checks the guest's information. What language does the receptionist use? Discuss
with your partner.
Conversation between Mr. Bob Andrews and a hotel receptionist
Hotel receptionist: Good morning, The Grand Hotel. How can I help you?
Bob: Good morning. I’d like to book a room, please.
Receptionist: Certainly, sir. Can I have your name, please?
Bob: Bob Andrews. B-O-B A-N-D-R-E-W-S.
Receptionist: Right. And when will you be arriving, sir?

Bob: We’re arriving on the 25th of this month and we’d like to stay for
three nights.
Receptionist: I see. Arriving on the 25th and leaving on the 28th.
Bob: That’s right.
Receptionist: OK. A single room sir?
Bob: Ah, no, double. For myself and my wife.
Receptionist: Fine. Smoking or non-smoking?
Bob: Uh, non-smoking. And could we have a room with a view, please?
Last time we stayed at the Grand, we had a great view of the city.
Receptionist: I understand. I can put you in a room with a city view. That’s 250 a
double per night including breakfast.
Bob: OK. That’s fine.
Receptionist: And how will you be paying, sir?
Bob: Ah, credit card.
34
Receptionist: Right. Your credit card number please, sir?
Bob: 4434 1234 5687 9920
Receptionist: So that’s 4434 1234 5687 9920.
Receptionist: 750 will be charged to your card. And may I have your phone
number please, sir?
Bob: Ah, I’ll give you my mobile. +61 416 330 220.
Receptionist: Right, that’s +61 416 330 220. What time will you be arriving
on25th?
Bob: About 4pm.
Receptionist: Oh, fine. So that’s a city view, non-smoking room for three nights
from the 25th. Your confirmation number is RM200100. We’ll look
forward to seeing you then.
Bob: Thank you.
Receptionist: It’s our pleasure, Mr. Andrews. Goodbye.
Speaking
Activity
In pairs practice reading the dialogue below. First fill in the gaps. Read the dialogue and
check if your partner hears the correct information. Change roles and read again.
Conversation between a guest and a hotel receptionist

Hotel Good morning, The Grand Hotel. How can I help you?
receptionist:
Guest: Good morning. I’d like to book a room, please.
Receptionist: Certainly, sir. Can I have your name please?
Guest: ___________________________.
Guest: We’re arriving on the _________ of this month and we’d like to stay for
three nights.
Receptionist: I see. Arriving on the __________and leaving on the __________.
Guest: That’s right.
Guest: Ah, no, a double. For myself and my wife.
Guest: Uh, non-smoking. And could we have a room with a view, please?
Receptionist: I understand. I can put you in a room with a city view. That’s__________
a double per night including breakfast.
Guest: OK. That’s fine.
35
Guest: Ah, credit card.
Guest: ___________________________.
Receptionist: So that’s ____________________.
Receptionist: __________ will be charged to your card. And may I have your phone
number please, sir?
Guest: Ah, I’ll give you my mobile. _______________________.
Receptionist: Right, that’s _______________. What time will you be arriving on
___________?
Guest: About ___________.
Receptionist: Oh, fine. So that’s a city view, non-smoking room for __________nights
from the ___________. Your confirmation number is___________. We’ll
look forward to seeing you then.
Guest: Thank you.
Receptionist: It’s our pleasure, ____________. Goodbye.
1.4. Caller questions are answered and forwarded to the right person.
Intrduction
Proper telephone etiquette an important facet of communication, since you represent not only
yourself, but often your department and the University. Remembering to use proper telephone
etiquette, whether answering or making calls, leaves your respondents with a favorable impression of
you, your department, and Lehigh in general. The following suggestions are helpful for making your
phone conversations more effective.
 Using phrases such as "thank you" and "please" are essential in displaying a professional
atmosphere.
 Listen actively and listen to others without interrupting.
 Don't make people dread having to answer their phone or call your department.
If part of your work involves answering phone calls, you are not going to be able to deal with every
single query yourself and sometimes you might need to transfer the call to a work colleague who
will be better placed to deal with the query. Therefore, it’s important to get into the habit of
practicing professional phone etiquette when it comes to call transfer situations at work as they
are often one of the most frequently cited reasons for callers becoming irate.
To connect or transfer the call, the receptionist says, "One moment please - I'll put you
through." A few other phrases for transferring a call are:
36
If you forgot to identify yourself at the beginning of the call, the receptionist will
sometimes use this phrase to ask for your name.
TAKING / LEAVING MESSAGES
Unfortunately the person Ryan wants to speak to is not available, and the receptionist says
"I'm sorry, Natalie's in a meeting at the moment." Here are some additional phrases to use
when another person can't answer a telephone call:
n another call.”
www.espressoenglish.net
© Shayna Oliveira 2013
nt.”
Then, there are two common phrases that are used for offering to take a message:
If you don’t want to leave a message, you can say:
There are two polite ways to leave a message. You can make a statement starting with
“Please” or a question starting with "Could you…" - usually followed by the verbs ask, tell,
or remind and then “him” (if the message is for a man) or “her” (if the message is for a
woman).
37
1.5. Requests are recorded accurately and communicated to the appropriate department /
person for follow-up.
Introduction
When taking an order, booking or request it is important to take notes and listen for key words.
When the guest or customer has completed their request, you should repeat the information back
to the customer to check that you have understood correctly. This is polite and it provides an
opportunity to reconfirm the booking, order or request which ensures that the correct information
has been communicated.
Listening for specific information

Activity
Listen to the recording and complete the guest registration form.
GUEST REGISTRATION FORM
Welcome to the Grand Hotel
DEPARTURE TIME: 11:00 AM
38
CONFIRMATION NUMBER
ARRIVAL DATE
DEPARTURE DATE
ARRIVALTIME
NO. ROOM (Number of rooms)
ROOM TYPE
ROOM RATE
NO. OF GUESTS (Number of
guests)
ADVANCE DEPOSIT
ROOM NO.(Room number)
NO. OF NIGHTS
Look at the tape script below. The receptionist confirms each piece of information
provided by the guest. Circle the parts of the conversation where the receptionist
checks the guest's information. What language does the receptionist use? Discuss
with your partner.
Conversation between Mr. Bob Andrews and a hotel receptionist
Hotel receptionist: Good morning, The Grand Hotel. How can I help you?
Bob: Good morning. I’d like to book a room, please.
Receptionist: Certainly, sir. Can I have your name, please?
Bob: Bob Andrews. B-O-B A-N-D-R-E-W-S.

Bob: We’re arriving on the 25th of this month and we’d like to stay for
three nights.
Receptionist: I see. Arriving on the 25th and leaving on the 28th.
Bob: Ah, no, double. For myself and my wife.
Bob: Uh, non-smoking. And could we have a room with a view, please?
Receptionist: I understand. I can put you in a room with a city view. That’s 250 a
double per night including breakfast.
Bob: OK. That’s fine.
Bob: Ah, credit card.
39
Bob: 4434 1234 5687 9920
Receptionist: So that’s 4434 1234 5687 9920.
Receptionist: 750 will be charged to your card. And may I have your phone
number please, sir?
Bob: Ah, I’ll give you my mobile. +61 416 330 220.
Receptionist: Right, that’s +61 416 330 220. What time will you be arriving
on25th?
Bob: About 4pm.
Receptionist: Oh, fine. So that’s a city view, non-smoking room for three nights
from the 25th. Your confirmation number is RM200100. We’ll look
forward to seeing you then.
Bob: Thank you.
Receptionist: It’s our pleasure, Mr. Andrews. Goodbye.
Speaking
Activity
In pairs practice reading the dialogue below. First fill in the gaps. Read the dialogue and
check if your partner hears the correct information. Change roles and read again.
Conversation between a guest and a hotel receptionist

Hotel Good morning, The Grand Hotel. How can I help you?
receptionist:
Guest: Good morning. I’d like to book a room, please.
Receptionist: Certainly, sir. Can I have your name please?
Guest: ___________________________.
Guest: We’re arriving on the _________ of this month and we’d like to stay for
three nights.
Receptionist: I see. Arriving on the __________and leaving on the __________.
Guest: Ah, no, a double. For myself and my wife.
Guest: Uh, non-smoking. And could we have a room with a view, please?
Receptionist: I understand. I can put you in a room with a city view. That’s__________
a double per night including breakfast.
Guest: OK. That’s fine.
40
Guest: Ah, credit card.
Guest: ___________________________.
Receptionist: So that’s ____________________.
Receptionist: __________ will be charged to your card. And may I have your phone
number please, sir?
Guest: Ah, I’ll give you my mobile. _______________________.
Receptionist: Right, that’s _______________. What time will you be arriving on
___________?
Guest: About ___________.
Receptionist: Oh, fine. So that’s a city view, non-smoking room for __________nights
from the ___________. Your confirmation number is___________. We’ll
look forward to seeing you then.
Guest: Thank you.
Receptionist: It’s our pleasure, ____________. Goodbye.
1.6. Take the opportunity to promote the company's products and services.
Instroduction
Finding out about customer needs

If you get the customer to tell you what they need, then you have a much better chance of
offering them something that they’re willing to buy. Also, this helps you establish a relationship
with the customer. Everybody knows that customers are more likely to buy from you if they feel
listened to and if they feel that they can trust you.
Here are some questions you might ask a customer to get to know them and their needs:
Have you used such a product or anything similar before?
How do you want to use the product?
How often do you need to use the product?
Are you using anything else from this range?
Describing products
This is your chance to highlight all the product’s advantages. Remember to use all the information
the customer gave you earlier about what they need or want. For example, if you know they’re
always using their technology, then you might highlight the long battery life of a phone or laptop.
41
The most important feature of this product is…
This newer version has many advantages over the older one.
One of the things I like best about this product is…
This product can be used in several ways, but we recommend…
Activity
Please practice the dialogue below!
Walker Oil Company offers maintenance service for oil heating units and home or business
delivery of oil. They have chosen to broaden their customer base by implementing a telemarketing
program. The following is an interaction between a Walker Oil Company telemarketer, Jenny, who
is using a script, and a prospective customer, Mr. Adams, whom she has contacted. The phone
rings . . .
Related: The 300 Best Small Business Ideas
Mr. Adams: Adams Coffee and Bagel Shop, how may I help you?
Jenny: Hello, may I speak to Mr. Adams?
Mr. Adams: This is Mr. Adams.
Jenny: Hi, Mr. Adams. My name is Jenny Shields and I am calling from Walker’s Oil Service. How
are you today?
Mr. Adams: I’m fine, thanks.
Jenny: As you may or may not know, Walker Oil is one of the oldest and best-known oil
companies in Massachusetts, with a reputation for high-quality oil, excellent maintenance service,
and timely delivery. Mr. Adams, could you tell me if you use oil, gas, or electric heat at your
restaurant?
Mr. Adams: We use oil heat.
Jenny: That’s great! While oil burners are fuel-efficient workhorses, they do need regular
maintenance to prevent costly fuel bills. Could you please tell me if you have had your burner
inspected or cleaned in the past six months?
Mr. Adams: I don’t really recall the last time we had the burner checked. Maybe last year.
Jenny: I would like one of our service people to stop by so that you can take advantage of our
free inspection and cleaning. Is Wednesday afternoon at 2:00 p.m. a convenient time for you?
42
Mr. Adams: You know, I really don’t want to spend time or money on this now.
Jenny: I completely understand, Mr. Adams. Walker Oil is known for delivering efficient and
affordable solutions for heating. In addition, you will also save a lot of money each year on your
fuel bills with our free annual cleaning and inspection service.
Mr. Adams: My burner seems to be working just fine.
Jenny: Mr. Adams, do you remember how cold it was last winter? Fuel prices skyrocketed and
many people had burners that broke down during the coldest weeks of the year. With our free
annual inspections, you never have to worry about breakdowns during those fierce cold spells.
Mr. Adams: Okay, well, I suppose I could see you Wednesday.
Jenny: Mr. Adams, this offer will allow you to have peace of mind this winter knowing that you
took the time to have your burner inspected and cleaned, thus reducing your overall fuel costs.
Plus you get a free oil fill-up when you sign up for our regular oil delivery service. Mr. Adams, I
have you down for Wednesday afternoon at 2:00 p.m. We look forward to seeing you on
Wednesday. Have a pleasant day.
Practice Cues for Role-Plays
Use these cues, roles, and scenarios to create practice role-plays on your own to further your
telephoning skills to help with workplace communication.
Role-Play Cue 1
John
You'd like to speak to Kevin at FunStuff Brothers, a toy-making company. You're returning his
sales call because you're interested in the company's products.
Kate
You're the receptionist at FunStuff Brothers, try to transfer the call to Kevin, but take a message
when you find out Kevin can't take the call.
When ordering items or making bookings, there are often charges or terms and conditions that
the supplier or service provider may outline. This could include a deposit, delivery fees, full
payment, an account or certain times for delivery or pick up. The supplier or service provider may
have special conditions or penalties relating to refunds or late payments and it is important that
you understand these terms and conditions before you finalize an order or booking otherwise you
may cost your company a lot of money!
Modal verbs of obligation
Modal verbs are used to indicate modality, such as, likelihood, permission, ability and obligation.
When making bookings or orders, a supplier or service provider will often have a list of rules or
obligations that need to be followed. These are called terms and conditions. The modal verb
'must' (positive) or 'must not' (negative) is often used in terms and conditions. There are many
43
other modal verbs, such as, should, could, can, have to, ought to and shall but terms and
conditions mostly use 'must' or 'have to'.
Modal Example Use

Must You must pay a deposit. Obligation
You must not copy the material. Prohibition
Have to You have to pay a deposit. Obligation
Practice
Activity
Complete the sentences below with the correct form of 'must' or 'must not'.
1. You _____________ pay a 10 percent deposit.
2. You _____________ smoke in here!
3. You _____________ pay by cash!
4. You _____________ wash your hands.
5. You _____________ enter!
6. You _____________ deliver before 8am or after 4pm.
7. You _____________ park here!
44
8. You _____________ have footwear here.
Modal search
Activity
Read the following terms and conditions from the Tom Tom Travel company. Circle the
modal verbs of obligation.
Terms and conditions of travel
1. Passports:
Each participant must:
a) ensure that he/she has a valid passport.
The Company cannot be held liable for any loss of passport(s) due to any reason
whatsoever.
2. Reservation:
A reservation must be made in the written form by mail, telefax or e-mail and
accompanied by an acknowledgement of these Terms and Conditions.
The reservation shall become a binding contract between the Client and the Company
only upon issuance by the Company of a written confirmation of the reservation.
A deposit of 30% must be paid by the client at least seven days prior to departure.
3. Payment:
The deposit must be payable by bank transfer at the time of reservation. The remaining
portion of the tour price agreed between the Client and the Company must be paid by
the Client in full upon his/her arrival in the country outlined.
Activity
Complete the sentences with the correct words from the box below.
That's fine! Ok! No, I don't agree! Yes, I accept. I agree. I'm not sure. Yes.
1. Do you accept the terms and conditions? ____________________________________

2. Are these payment terms alright? __________________________________________
3. Do you agree with the flight cancellation fees? ________________________________
4. Are these terms ok? _____________________________________________________
5. Is it ok to deliver the items before 7am? ______________________________________
6. Do you agree to pay the service charge? _____________________________________
7. You don't seem to understand. Will you pay the fee? ____________________________
3.4 Thank the supplier and say goodbye politely
Introduction
45
Saying goodbye politely and thanking a supplier is an important step in the ordering or booking
process. These final comments can leave the supplier or service provider feeling happy and
enthusiastic about serving you. Even if there has been a problem with an order, it is important to
thank the person for their help.
Polite or Impolite
Activity
Look at the words below. Put them in order from most polite to least polite. Number 1 is
most polite and number 5 is the least polite.
Thanks Thanks a lot! Thank you! Thank you so much for your help! Cheers!
!
1. _____________________________________________________________________
2. _____________________________________________________________________
3. _____________________________________________________________________
4. _____________________________________________________________________
5. _____________________________________________________________________
Now practice saying the expressions with your partner.

Look at the different ways of saying goodbye below. Put them in order from most polite to
least polite. Number 1 is the most polite and number 5 is the least polite.
Bye! See you later! Goodbye! Catch you later! See ya!
1. _____________________________________________________________________
2. _____________________________________________________________________
3. _____________________________________________________________________
4. _____________________________________________________________________
5. _____________________________________________________________________
Practice saying thank you and goodbye with your partner. Can you think of any other ways
to say goodbye?
Work Projects
3.1 Record yourself making a call to place an order ensuring you:
 Identify yourself and state the purpose of the call
46
 Enquire about availability, delivery times and dates and costs
 Thank the supplier and say goodbye politely.
3.2. Provide a copy of a supplier's or your own company's terms and conditions. This could
include payment terms and conditions, delivery terms and conditions or use of facilities such
as pool, gym, jet ski, hire car or rooms.
Summary
When making a call to place an order:
 Always identify yourself and state the reason why you are calling
 Speak clearly and spell your name if required
 Ask for information regarding availability, times and dates and costs
 Check information and make sure the details are confirmed
 Ask about any terms and conditions and check if you do not understand
 Agree to terms and conditions if appropriate
 Always end the call by thanking the supplier and saying goodbye politely.
1.7. The message is delivered accurately to the person in question within the stipulated
time.
Introduction
Sometimes, there may not be anyone to answer the telephone and you will need to leave a
message. Follow this outline to make sure that the person who should receive your message has
all the information he/she needs.
1. Introduction: Hello, this is Ken. OR Hello, My name is Ken Beare.

2. State the time of day and your reason for calling: It's ten in the morning. I'm phoning
(calling, ringing) to find out if ... / to see if ... / to let you know that ... / to tell you that ...
3. Make a request: Could you call (ring, telephone) me back? / Would you mind ... ?
4. Leave your telephone number: My number is... / You can reach me at .... / Call me at ...
5. Finish: Thanks a lot, bye. / I'll talk to you later, bye.
Message Example 1
 Telephone: (Ring... Ring... Ring...) Hello, this is Tom. I'm afraid I'm not in at the moment.
Please leave a message after the beep... (beep)
 Ken: Hello Tom, this is Ken. It's about noon and I'm calling to see if you would like to go to
the Mets game on Friday. Could you call me back? You can reach me at 367-8925 until
five this afternoon. I'll talk to you later, bye.
Message Example 2
 Telephone: (beep ... beep ... beep). Hello, you've reached Peter Frampton. Thank you for
calling. Please leave your name and number and reason for calling. I'll get back to you as
soon as possible. (beep)
47
 Alan: Hello Peter. This is Jennifer Anders calling. It's about two pm right now. I'm calling to
see if you'd like to have dinner sometime this week. My number is 451-908-0756. I hope
you're available. Talk to you soon.
As you can see, leaving a message is pretty simple. You only need to make sure that you have
stated all the most important information:
 Your Name
 The Time
 The Reason for Calling
 Your Telephone Number
Recording a Message for Callers
It's also important to record a message for callers when you are not available. Many people like to
leave an informal message, but that doesn't necessarily leave a good impression if someone is
calling for business. Here are some suggestions for messages that both friends and business
partners can appreciate.
1. Introduction: Hello, This is Ken. OR Hello, you've reached Kenneth Beare.

2. State that you aren't available: I'm afraid I'm not available at the moment.
3. Ask for information: Please leave your name and number and I'll get back to you as soon
as possible.
4. Finish: Thank you./Thank you for calling.
Message for Business
If you're recording a message for a business, you'll want to strike a more professional tone. Here
are some suggestions for messages for business to be played when you are not open.
1. Introduce your business: Hello, you've reached Acme Inc.

2. Provide opening information: Our operating hours are Monday through Friday 10 am to 7
pm.
3. Ask your customers to leave a message (optional): Please feel free to leave your name
and number.
4. Provide options: For information concerning Acme Inc., visit our website at acmecompany
dot com
5. Finish: Thank you for calling. / Thank you for your interest in Acme Inc.
1.8. Threatening and suspicious phone calls are reported immediately to the appropriate
person in accordance with company procedures.
Instroduction
Suspicious activity refers to suspicious persons, behaviour and activity. Your assistance in
reporting suspicious activity helps to maintain a safe and secure environment for all College
occupants.
 Do not hesitate to report suspicious activity

48
 Dial “0” to contact the Administration Office during regular busines hours or call 911 outside
of regular business hours
 Be prepared to identify yourself, your location and provide details. Stay where you are or
advise emergency personnel where you are going
 Continue to monitor the person or activity, if possible, while awaiting emergency personnel
and without placing yourself in danger
 Do not approach a suspicious person yourself
Introduction
In the previous section you practiced stating the facts or
parts of a complaint. Once you have explained the problem, it is
important to explain how you want the problem solved. It is not
effective to be angry or to ask for something that the person you
are talking to cannot provide. Be clear about what you want,
when you want it and remain calm and polite. If you are
rude, angry or impolite, the customer service representative will
most likely not want to help you.
Matching exercise
Activity
Look at the problems below. Match an appropriate solution to the problem. Discuss your
answers with your partner. Do you agree? Are the solutions satisfactory?
Can you suggest any other suitable solutions?
Problem or Complaint Solutions
1 Your coffee is cold. a) You want to remove the charge from

. your bill.
2 Your room is smoking and you booked b) You want a new bus as soon as
. non-smoking. possible.
3 You ordered yellow paper but you c) You want to change rooms.
. received blue.
4 You did not drink anything from the d) You want a new coffee and you want
. mini-bar but you were charged for a it for free.
bottle of champagne.
5 You ordered a 20 seat bus but a car e) You want the chef to apologize to
. arrived instead. your wife.
6 You told the waiter you were allergic to f) You want the order replaced with the
. eggs but there were eggs in your food correct color.
and now you are sick.
7 You wanted to go to the train station g) You want to be taken to the train
. but the taxi took you to the airport. station and turn the meter off.
8 You asked for a birthday cake with your h) You want the restaurant to take you to
. wife's name on it but they spelt her hospital and pay for the bill.
name incorrectly.
49
Useful Expressions
Activity
Look at the expressions below which can be used when requesting a solution to a problem.
Can you think of any others? Write polite or impolite next to the expressions.
Polite or Impolite?
Useful expressions
I would like to speak to your manager, please.
I want to speak to your supervisor.
Can I speak with your supervisor, please?
Get me your supervisor!
I would like you to ……
I want to speak to someone who can help me,

please.
Put your manager on the phone!
I want you to …..
I would appreciate it if you could …..
It would be great if you could …..
I would be happy if you …..
Give me …..
Role play
Activity
Read the situations below. Complete the dialogues then practice with your partner. You
can write what you want but make sure your requests are appropriate.
Dialogue 1: Noisy room
A: Guest B: Receptionist
50
You are a guest at the Grand Hotel. You Take the call from the guest who wants to
have checked into your room already. change rooms. You can’t move them today
There is a lot of noise from building but a quieter room on the other side of the
works being done on the outside of the hotel will become available tomorrow.
hotel. You want to change rooms. Make sure you:
Ring reception and outline the problem Answer the phone formally and politely
and what solution you would like. Respond to the caller’s requests
Say that you want to move today. Use words to show that you understand
Remember to be polite and calm. the caller
Confirm the arrangements
Finish the call politely.
Dialogue 2: Airline ticket

A: Customer B: Customer service officer (Tom Tom
Travel)
You have booked a flight on the 25th Take the call from the customer who
October but when your ticket was issued wants to change their ticket. Explain that
the date is wrong and it says the 24th there are no business class seats left on
October. Also, they have booked you in that date.
economy and you would like business
class. Make sure you:
Ring the customer service department Answer the phone formally and politely
and outline the problem. Respond to the caller’s requests
Explain what you want them to do Use words to show that you understand
change you ticket dates the caller
reissue a new ticket Confirm the arrangements
change from economy to business class Finish the call politely.
ask when you will receive the new ticket.
Remember to be polite and calm.
Use sequence words:
Firstly, also, secondly
Dialogue 3: Wrong order
A: Chef B: Receptionist and Manager

You ordered several things from a Take the call from the chef who wants to
supplier and they sent the wrong things. change their order to the correct items.
You ordered: Explain that the manager is not available
10 kilograms of carrots and that you will deal with the problem.
8 kilograms of broccoli
1 box of tomatoes Make sure you:
2 bags of potatoes Answer the phone formally and politely
51
But the supplier sent you: Respond to the caller’s requests
10 kilograms of apples Use words to show that you understand
No broccoli the caller
2 boxes of tomatoes Confirm the arrangements
1 bag of potatoes Finish the call politely.
This is not the first time that this problem
has happened.
Ring the supplier and outline the
problem.
Use sequence words:
Firstly, also, secondly
Ask to speak to the manager.
Explain what you want them to do.
send the write items and quantities
confirm when they will deliver
you want an apology
you want them to fix the problem in the
future.
Remember to be polite and calm.
Work Projects
It is a requirement of this Unit that you complete Work Projects
as advised by your Trainer. You must submit documentation,
suitable evidence or other relevant proof of completion of the
a. Record yourself making 3 outgoing telephone calls ensuring your recordings:
 Identify yourself clearly and state the reason for calling
 Clearly outline the problem or complaint
 Explain calmly how the problem or situation can be resolved.
b. Provide five examples of complaints you have made and how they were resolved.
Summary
When making a complaint:
 Make sure you identify yourself and state the reason for calling
 Remain calm and always be polite
 Clearly state the facts about the problem or situation
 Calmly outline how the problem can be resolved
 Thank the person for their help and say goodbye politely
52
Element 2: Make a phone call
2.1 Telephone numbers are obtained accurately.

Introduction
Being able to take a customer or guest's details is one of the most
important skills when speaking on the telephone. Much of this type of
information is similar and includes customer name, address, phone
number and dates but listening for specific information and spelling are
critical for effective communication. Taking down the wrong information
is embarrassing for the customer and staff. Arriving at an airport and
seeing their name spelt correctly makes a guest feel happy and gives a
good impression for your organization so it is important to make sure
that you can listen for specific information well.
Names
Activity
Put the names below into the correct column. Guess the nationality of each name. The first
one has been done for you. Repeat the names with your partner. Do you know anyone
other common names from other countries?
Title First Name/Given Names Surname/Last Name Nationality
Mr. Tomo Watanabe Japanese
1. Watanabe Mr. Tomo 2. Jessica Miss Jones

3. Nguyen Thi Van Mrs. 4. Mr. McDonald Angus
5. Ms. Jacqueline Bouverie 6. Mr. Smith Bruce
7. Kim Ae Sook Miss 8. Bortolotto Mr. Alessandro
9. Mrs. Babkin Valentina 10. Mr. Gerber Heinrich
Read the following dialogue. What is the problem?
Telephone Conversation between a Customer Service Officer and a Customer
Customer service Good morning, Acme Computers.

officer:
Customer: Good morning, I would like to buy a laptop case.
Customer service A what?
officer:
Customer: A laptop case!
53
Customer services I have no idea what you are talking about. What is a laptop
officer: case?
Customer: I don’t have all day! How many times do I have to tell you
what I want?
Customer services I can’t understand you. We only sell laptop cases. You will
officer: have to call another company. Customer service officer hangs
up the phone.
Useful language
Activity
If you cannot understand what a customer has said, you can say one of the following.
Useful language

Could you repeat that slowly, please?
I’m sorry, I missed that.
Sorry, I didn’t catch that.
I’m sorry?
Excuse me?
Do you mean?
Can you speak more slowly, please?
Could you spell that?
Practice Dialogues
Activity
In the dialogues below, underline what the service industry worker says to the customer
or guest to make sure they understand exactly what has been said. Then practice the
dialogues in pairs. Remember to use intonation, stress and rhythm.
Dialogue 1
Front desk attendant: I’m sorry?
Front desk attendant: Yes, it’s on the corner of Main Street and Park Street.
54
Dialogue 2
Guest: Is there a Thai restaurant nearby?
Concierge: Do you mean a restaurant where you must wear a tie?
Guest: No, I mean a restaurant with food from Thailand.
Dialogue 3

Tour reservations
I’m sorry, I didn’t catch that.
officer:
Tour reservations The second of November. I’ll just enter that date on the
officer: computer.
Tour reservations
officer:
Dialogue 4
Client: My mobile number is 0448 691 252.
Human resource officer: Could you repeat that slowly, please?
Guest: Of course. 0448 691 252.
Dialogue 5
Customer: My surname is Higgins.

Ticketing reservations
Sorry, could you spell that, please?
officer:
Customer: Higgins. H-I-G-G-I-N-S.
Ticketing reservations Is that H for Hotel, I for India,
officer: G for Golf, G for Golf, I for India,
N for November and S for Sierra?
Customer: Yes, that’s correct.
55
Activity
Rearrange the questions below into the correct word order. The first one has been done for
you. Can you think of any other ways of asking for name and address? Which questions are
the most polite? Discuss with your partner.
1. name What's your , please? What's your name, please?________
2. your Can tell you me address , please? _______________________________
3. Could have your I please? name _______________________________
4. where And you do live? you _______________________________
5. mind you Would telling your me address, _______________________________
madam?
6. ? Name address and _______________________________
7. tell me Could your you address? _______________________________
8. spell your Could name you? _______________________________
9. do spell How you that? _______________________________
10. me Tell address? Your _______________________________
Complete the form below with information from at least 5 other trainees. Fill in your own
details first. Use the questions above to help you.
First Name/Given
Title Surname/Last Name Phone number
Names
1.
2.
3.
4.
5.
6.
2.2 The purpose of the call is made clearly before calling.
Introduction
In previous sections you have seen that in all phone conversations. it is
important to say who you are and which department you work in or give
your position. When making a call, it is still necessary to identify who you
are and why you are calling. This gives the person you are talking to an
opportunity to think about what you might need and to decide the
appropriate person to speak to. If you place orders regularly, identifying
yourself may let the other person know what you require already.
Practice Dialogue
Activity
56
Look at the example dialogue below. Repeat the short conversation with your partner.
Telephone conversation between customer and supplier
Supplier: Hello, Tom Tom Travel, Dana speaking. How can I help you?
Custome Hi, this is Travis, the reservations manager from the Grand Hotel. I would like
r: to book a tour for some guests, please.
Useful language:
In the dialogue above both the supplier and customer identify who they are and where
they work. The customer states his name, position or job title and his company name.
Then he says why he is calling. He also says 'please'!
When phoning to place an order you should use:
(your name) + job title or department + company name
You can then state why you are calling:
I would like to ……
I am phoning because ……….
I am ringing to ……….
Role plays
Activity
In pairs practice the dialogues below. Your trainer may ask you to practice in front of the
class. Remember to be polite. Use the example dialogue above to help you.
Restaurant and wine supplier
Trainee A Trainee B
Job title: Restaurant Manager Company: The Vintage Cork

Company: Chill Cafe Name: Sandra
Purpose: Order more wine Supplies: Wine
Front desk and taxi company
Trainee A Trainee B
Job title: Front desk attendant Company: Executive Taxis

Company: The Grand Hotel Name: Merrick
Purpose: Book a taxi for a guest Service: Taxis
Chef and vegetable supplier
Trainee A Trainee B
Job title: Sous Chef Company: The Veggie People

Company: Perfect Beach Resort Name: Summer
Purpose: Order vegetables Supplies: Fruit and vegetables
57
General Manager and Hospital
Trainee A Trainee B
Job title: General Manager Company: Jakarta General Hospital

Company: Tom Tom Travel Name: Wayan
Purpose: Need an ambulance for a sick Service: Medical
customer
2.3 Equipment is used properly to carry out communication relations.

Instroduction
With the rising extend of businesses and the increasing number of on transactions and
communications on the phone there aroused a need of having telephone that offer more than
just a telephonic conversation. With advances in technology various companies came with several
equipments that offered with multiple features. Further more, to meet the needs of big
companies special customized systems have been developed. The systems come with many types
of equipment which include a multiple line and multiple station processors. The system includes
multiple telephones for different points. This system allows the calls to be transferred from on
line to another. In addition the simplest system offers the caller ID facility, teleconferencing and
voice mail facility. The features greatly relay on type of telephone equipment.
Latest Telephone Instrument

The latest business telephone equipments are extremely versatile to use and come with a variety
of features. These phones come with a small screen which displays phone numbers and
messages. Few the most common key features that every business telephone instrument include:
1. Automatic line selection
2. Outgoing call restrictions
3. Built in speaker phone
4. Hearing aid compatible
5. Message waiting indications
6. Line ringing
7. Abbreviated ringing
8. Toll call prefix
58
9. One touch auto dial
10. System speed dial numbers
11. Phone transfer
12. Conference
13. and Call hold feature
Practice Dialogue
Activity
Look at the example dialogue below. Repeat the short conversation with your partner.
Supplier: Hello, Tom Tom Travel, Dana speaking. How can I help you?
Custome Hi, this is Travis, the reservations manager from the Grand Hotel. I would like
r: to book a tour for some guests, please.
Useful language:
In the dialogue above both the supplier and customer identify who they are and where
they work. The customer states his name, position or job title and his company name.
Then he says why he is calling. He also says 'please'!
When phoning to place an order you should use:
(your name) + job title or department + company name
You can then state why you are calling:
I would like to ……
I am phoning because ……….
I am ringing to ……….
Role plays
Activity
In pairs practice the dialogues below. Your trainer may ask you to practice in front of the
class. Remember to be polite. Use the example dialogue above to help you.
Restaurant and wine supplier
Trainee A Trainee B
Job title: Restaurant Manager Company: The Vintage Cork

Company: Chill Cafe Name: Sandra
Purpose: Order more wine Supplies: Wine
59
Front desk and taxi company
Trainee A Trainee B
Job title: Front desk attendant Company: Executive Taxis

Company: The Grand Hotel Name: Merrick
Purpose: Book a taxi for a guest Service: Taxis
Chef and vegetable supplier
Trainee A Trainee B
Job title: Sous Chef Company: The Veggie People

Company: Perfect Beach Resort Name: Summer
Purpose: Order vegetables Supplies: Fruit and vegetables
General Manager and Hospital
Trainee A Trainee B
Job title: General Manager Company: Jakarta General Hospital

Company: Tom Tom Travel Name: Wayan
Purpose: Need an ambulance for a sick Service: Medical
customer
Enquire about availability, delivery times and dates and costs, as appropriate
Introduction
When making orders on the telephone, it is important to check
details which may include availability, time, dates and costs. You may
be ordering something that is urgent and important or you may be
arranging something for a guest or customer so you must clarify all
of the necessary details.
Dialogue - Gap fill
Activity
Read the dialogue below and fill in the gaps with the appropriate words below.
a) 10 b) Tom c) 25th d) bags e) vegetables
f) boxes g) o'clock h) Sous i) morning j) deliver

Supplier: Hello, The Veggie People, (1)__________ speaking. How can I help you?
Customer: Hi, this is Sally, the (2)___________ Chef from the Grand Hotel. I would like
60
to order some vegetables, please.
Supplier: Certainly Sally, what do you need?

Customer: Could I get (3) ___________kgs of carrots, 2 (4)____________ of potatoes and
8(5)___________ of mushrooms, please?
Supplier: Is that all?
Customer: Yes, thanks. When can you deliver the (6) _____________?
Supplier: We (7) ___________ daily in the morning at 8 (8) ____________ and in the
afternoon at 3 o'clock. What time would you like us to deliver?
Customer: In the (9) ___________ on Wednesday, please, at 8am. How much will that
be?
Supplier: Wednesday morning is fine. That will be forty three in total.
Customer: Is there a delivery fee?
Supplier: No, delivery is free.
Customer: Great!
Supplier: Let me repeat your order. That's 10kgs of carrots, 2 bags of potatoes
and 8 boxes of mushrooms for Wednesday the (10) ___________ October
at 8am. Is that correct?
Customer: Yes, that's everything. Thanks!
Supplier: You're welcome! Goodbye, Sally!
Customer: Bye!
Practice
Activity
In pairs practice the dialogue above. Trainee A is the customer and Trainee B the Supplier.
Change roles and read again.
Questions
Activity
Read the dialogue above and answer the questions.
1. What is the Chef's name?

______________________________________________________________________
2. What does she order?
______________________________________________________________________
3. What times and days does the supplier deliver?
______________________________________________________________________
4. What date will the vegetables be delivered?
______________________________________________________________________
5. Is there a delivery fee?
______________________________________________________________________
61
Useful Language
Useful language: Countable and Uncountable nouns
All nouns are either countable or uncountable or (sometimes) both.

Countable nouns
As the name says, a countable noun is a thing that can be counted. There can be one
(single) or many (plural).
For plural, you usually add an ‘s’ to the end of the verb:
three tables five bowls two guests
You can use these words in front of a single countable noun:
a the this that every each either neither
You can use these words in front of a plural countable noun:
the these those some any enough a few several many
Uncountable nouns
An uncountable noun is something that can’t be counted. A lot of food and drink nouns
are uncountable.
rice meat bread beef water wine
You often use a ‘quantifier’ in front of uncountable nouns:
a lot of a little some much
a bit of any (used with questions and negative sentences)
You cannot use a/an with uncountable nouns, but you can say:
a glass of water a bowl of rice five slices of bread two bottles of
wine
Uncountable nouns use the single verb form:
Jam is a sweet-tasting spread. Rice is a common food in Asia.
Countable or uncountable?
Activity
Put the nouns into the correct category below. Two have been done for you.
coffee bottle dish oil bean vegetable
rice soup carrot tea potato dumpling

syrup salt cup food drink egg
butter sauce pork toast juice ice cream
62
Countable nouns Uncountable nouns
bottle coffee
Which word?
Activity
Write the best word or phrase from the box into the sentences. You may not need to use all
the words, and some words may be used more than once.
a an the some any a few many much
Example Would you like some soup to start with?
:
1. How _______________ plates do you need?
2. We don’t have ______________ soy sauce.
3. How ______________ rice would you like?
4. It comes with ______________ seafood salad.
5. How ______________ cups of tea did they drink?
6. How ______________ salt did you use?
7. You can enjoy _____________ wide variety of dishes.
Agree to terms and conditions
Introduction
When ordering items or making bookings, there are often charges or
terms and conditions that the supplier or service provider may outline.
This could include a deposit, delivery fees, full payment, an account or
certain times for delivery or pick up. The supplier or service provider may
have special conditions or penalties relating to refunds or late payments
and it is important that you understand these terms and conditions before you finalize an order or
booking otherwise you may cost your company a lot of money!
Modal verbs of obligation
Modal verbs are used to indicate modality, such as, likelihood, permission, ability and obligation.
When making bookings or orders, a supplier or service provider will often have a list of rules or
63
obligations that need to be followed. These are called terms and conditions. The modal verb
'must' (positive) or 'must not' (negative) is often used in terms and conditions. There are many
other modal verbs, such as, should, could, can, have to, ought to and shall but terms and
conditions mostly use 'must' or 'have to'.
Modal Example Use

Must You must pay a deposit. Obligation
You must not copy the material. Prohibition
Have to You have to pay a deposit. Obligation
Practice
Activity
Complete the sentences below with the correct form of 'must' or 'must not'.
1. You _____________ pay a 10 percent deposit.
2. You _____________ smoke in here!
3. You _____________ pay by cash!
4. You _____________ wash your hands.
5. You _____________ enter!
6. You _____________ deliver before 8am or after 4pm.
7. You _____________ park here!
64
8. You _____________ have footwear here.
Modal search
Activity
Read the following terms and conditions from the Tom Tom Travel company. Circle the
modal verbs of obligation.
1. Passports:
Each participant must:
a) ensure that he/she has a valid passport.
The Company cannot be held liable for any loss of passport(s) due to any reason
whatsoever.
2. Reservation:
A reservation must be made in the written form by mail, telefax or e-mail and
accompanied by an acknowledgement of these Terms and Conditions.
The reservation shall become a binding contract between the Client and the Company
only upon issuance by the Company of a written confirmation of the reservation.
A deposit of 30% must be paid by the client at least seven days prior to departure.
3. Payment:
The deposit must be payable by bank transfer at the time of reservation. The remaining
portion of the tour price agreed between the Client and the Company must be paid by
the Client in full upon his/her arrival in the country outlined.
Activity
Complete the sentences with the correct words from the box below.
That's fine! Ok! No, I don't agree! Yes, I accept. I agree. I'm not sure. Yes.
1. Do you accept the terms and conditions? ____________________________________

2. Are these payment terms alright? __________________________________________
3. Do you agree with the flight cancellation fees? ________________________________
4. Are these terms ok? _____________________________________________________
5. Is it ok to deliver the items before 7am? ______________________________________
6. Do you agree to pay the service charge? _____________________________________
7. You don't seem to understand. Will you pay the fee? ____________________________
Saying goodbye politely and thanking a supplier is an important step in

the ordering or booking process. These final comments can leave the
65
supplier or service provider feeling happy and enthusiastic about serving you. Even if there has
been a problem with an order, it is important to thank the person for their help.
Polite or Impolite
Activity
Look at the words below. Put them in order from most polite to least polite. Number 1 is
most polite and number 5 is the least polite.
Thanks Thanks a lot! Thank you! Thank you so much for your help! Cheers!
!
1. _____________________________________________________________________
2. _____________________________________________________________________
3. _____________________________________________________________________
4. _____________________________________________________________________
5. _____________________________________________________________________
Now practice saying the expressions with your partner.

Look at the different ways of saying goodbye below. Put them in order from most polite to
least polite. Number 1 is the most polite and number 5 is the least polite.
Bye! See you later! Goodbye! Catch you later! See ya!
1. _____________________________________________________________________
2. _____________________________________________________________________
3. _____________________________________________________________________
4. _____________________________________________________________________
5. _____________________________________________________________________
Practice saying thank you and goodbye with your partner. Can you think of any other ways
to say goodbye?
Work Projects
3.1 Record yourself making a call to place an order ensuring you:
 Identify yourself and state the purpose of the call
 Enquire about availability, delivery times and dates and costs
 Thank the supplier and say goodbye politely.
3.2. Provide a copy of a supplier's or your own company's terms and conditions. This could
include payment terms and conditions, delivery terms and conditions or use of facilities such
as pool, gym, jet ski, hire car or rooms.
Summary
66
When making a call to place an order:
 Always identify yourself and state the reason why you are calling
 Speak clearly and spell your name if required
 Ask for information regarding availability, times and dates and costs
 Check information and make sure the details are confirmed
 Ask about any terms and conditions and check if you do not understand
 Agree to terms and conditions if appropriate
 Always end the call by thanking the supplier and saying goodbye politely.
Traditional telephone equipments
Intercom
Intercom though is not latest telephone equipment is still popular with small businesses. In fact
they are still popular with cars especially broadcasting vehicles. A intercom system can be
installed using two types of wiring Two-Wire party lines or Four-Wire matrix system.
Cordless telephone
Cordless telephone marks the beginning of the wireless telephonic experience. Cordless
telephone typically run on battery and allows the user to move freely in a specified area with the
equipments. Various styles and version of cordless phones have been developed. The latest
phone offer with call waiting, voice recording, call transfer, conferencing and caller ID features.
They considered being extremely versatile telephonic equipments.
The types of telephone equipments differ according to the medium such as VoIP requires
different equipments as compared to the telephone system, similarly even teleconferencing
needs special equipments. However, considering the widening scope of business using these
advanced equipments has become extremely vital. No businessman can afford to loose a business
because as the client could get through the line. He instead will prefer to keep a phone that offers
with multiple lines. Considering all these problems the telephone equipments are being upgraded
regularly. On the other hand it is not just the equipment but also telephone lines are being
developed to offer faster services. Various services such as DSL and many other have been
developed.
Communication is the core of any business and with globalization the importance of
communication especially telephones has magnified considerably.
67
2.4 Company names and reason for calling are clearly communicated to the customer.
Introduction
It is important to use the correct greeting for the time of day both on the
telephone and when meeting people face to face. When answering the
telephone it is also necessary to state your department, name and
company name if someone is calling from outside or you are calling
someone. Providing this information helps the other person on the
phone to either confirm that they have the correct department or
company, or to predict what information they may require to provide for you, if you are calling
them. Giving your own name and company name helps to establish rapport with the other person
on the phone and sets the context for the conversation.
Listening
Activity
Listen to the following telephone recordings and fill in the missing information. The first one
has been done for you.
1. Good afternoon, Fasta Pasta Restaurant, how may I help you?
2. Good evening, Rose Hotel, ________________ speaking, what can I do for you?
3. Hello, this is ________________ in room 219, can you put me through to room
_____________, please?
4. Thank you for phoning _____________________. All of our lines are currently busy.
5. Good _____________, Long Beach Resort and ____________, _______________ department, Chi
speaking.
Listen to the recording again. Which words are stressed? Mark the stressed words in each
sentence with a ∙ . The first one has been done for you.
Pronunciation: sentence stress
Sentence stress is important in order to speak clearly and to understand others when
listening. Stressing the wrong syllable or word can change the meaning of the message
and can lead to misunderstanding.
Sentence stress
In a spoken English sentence, some words are strong and some words are weak. We
stress the important information words in a sentence. Look at the example below. The
stressed words have an above them.
∙ ∙ ∙
Good morning, Hotel Mataram. How can I help you?
The weak words are usually grammar words.
Vocabulary
Names
In some cultures, including most Western societies, people have a first or given name
followed by a surname or last name. For example: Mr. John Smith.
68
In other cultures the surname comes first, before the given name. This is true in countries
such as Japan, China, Vietnam, Hungary, Romania and Korea. For example: Ngyuen Thi
Van where Nguyen is the last name.
Grammar
Activity
Here is a list of jobs in the tourism, hospitality and accommodation industry. Read the duties
performed and write in the correct verbs from the list below:
Verbs
takes informs cleans interviews greets washes
carries answers books keeps organizes delivers
Job A common duty

1. a tour guide officer ______________ tourists to places of interest.
2. a hotel accounts clerk ______________ the hotel financial accounts.
3. a porter _____________ guests’ luggage.
4. a room service attendant _______________ food to guest rooms.
5. a concierge _____________ guests when their taxi has arrived.
6. a laundry assistant ________________ and irons clothes.
7. a front desk attendant _____________ guests on arrival.
8. a ticketing reservations officer _______________ tickets for tourists.
9. a telephonist _______________ the telephone and makes calls.
10. a public areas cleaner _______________ floors.
11. an event officer ______________ conference rooms.
12. a human resource officer _______________ applicants for jobs.
How many departments can you think of in an organisation? In groups of four write down
as many departments that you can think of. Some examples are given below. Match the
positions with the departments. Add some extra examples.
Department Positions
Human Resources Financial controller
Food and Beverage Operations Laundry assistant
Acc_ _ _ _ _ _ _ Receptionist
Front O_ _ _ _ _ Porter
S_ _ _ _ _ _ y Bar attendant
En_ _ _ _ _ _ _ _ g Sous Chef
69
M_ _ _t _ _ _ _ _ e Lifeguard
R_ _ _ _ v_ _ _ _ _ s Concierge
House K_ _ _ _ _ _ Waiter
Recreation Fitness Instructor
S_ _ _ _ and M_ _ _ _ _ _ _ _ Carpenter
Spa Room service attendant
Rooms Division Masseuse
Food and Beverage Production Marketing officer
Introduction
Pronunciation is important for effective communication. Rhythm, stress
and intonation can affect the meaning of words and sentences and
pronouncing sounds clearly in English can be challenging. Clear diction
when talking on the phone is even more critical as there is no body
language or context to assist communication so the listener and speaker need to be able to speak
clearly and listen effectively. Spelling is an important skill as it is often necessary to ask for
someone to spell their name when talking on the telephone.
The Alphabet
Activity
Say each letter of the alphabet then write the letter into the correct sound group. Some are
already done for you.
/eɪ/ /ɪː/ /e/ /ɑɪ/ /əʊ/ /uː/ /ɑː/
A B F I O U R
__ __ __ __ __
__ __ __ __
__ __ __
__ __
__ __
__ __
__
C D E G H J K L M N P Q
S T V W X Y Z
Final Consonant Sound Maze /s/ and /z/
70
The trainer will read out some words with final sounds /s/ or /z/. For example, was /wɒz/ or miss
/mɪs/. Begin on the start position and if you hear an /s/ final sound, move up to your left. If you
hear a /z/ final sound, move up to your right. Yell out the place where you end up.
Tongue Twisters - Repeat these tongue twisters as quickly as possible.
One
Peter Piper picked a peck of pickled peppers.

A peck of pickled peppers Peter Piper picked.
If Peter Piper picked a peck of pickled peppers,
Where's the peck of pickled peppers Peter Piper picked?
Two
I saw Susie sitting in a shoe shine shop.

Where she sits she shines, and where she shines she sits.
Three
The thirty-three thieves thought that they thrilled the throne throughout Thursday.
Four
If Stu chews shoes, should Stu choose the shoes he chews?
Answering the phone tips
Sound interested and welcoming

People making a reservation to stay in your hotel or asking for something want to
know that you are interested in them. They want to know that you will listen to their
requests and deal with them. On the telephone, they want to hear someone who is
professional and polite, but also warm and friendly. You will give the guest their first
71
impression of your organization. Make sure it is a good one!
Show the caller you understand them
During a telephone call, it is important to show the caller that you understand what
they are saying. In person, as well as using words, we can show that we understand by
nodding and/or other gestures. We can’t do this on the phone. Using words like
’Right’, ‘I see’, or ‘I understand’, show the caller that you understand them.
Dialogue
Activity
Complete the dialogue with the correct words and then practice with your partner. Focus
on clear pronunciation including rhythm, stress and intonation.
Front desk Good ___________, The ___________,___________ speaking, how may I help you?
attendant:
Guest: I would like to ____________________ for tomorrow afternoon. Is this possible?
Front desk Certainly ___________, what time would you like to go?
attendant:
Guest: ___________ pm. is fine.
Now repeat the dialogue with different emotions. Trainee A choose one emotion and
Trainee B choose another. See if you can guess which emotion each chose.
Introduction
Providing an appropriate greeting for the time of day is the first step in
answering a call. The next step is to determine the purpose of the call. It is
important to ask questions in order to work out what the caller requires.
Asking questions in a polite and clear manner will help to establish the
nature of the enquiry quickly and efficiently and this will help you to be
able to respond correctly to the request. Taking notes while listening to the caller is an effective
way to establish the purpose of the call and may help you respond to the enquiry.
72
Enquiry Questions
Activity
Rearrange the questions in the correct word order.
1. may How help I you? __________________________________________________________
2. do you What I for can? _________________________________________________________
3. want you What do? ____________________________________________________________
4. I be may of How assistance? ____________________________________________________
5. something I Is can there do you for? _______________________________________________
Discuss with your partner. Which is the most polite question? Why? Which question is the
most impolite? Why? Can you think of any other questions to determine the purpose of the
call?
Question functions
We use questions to ask for information or permission. We also use questions to make
suggestions, requests, offers and invitations.
Function Question
Asking for information: Where do you come from?
Asking for permission: Could I have your passport?
Making suggestions: Shall we go out?
Making requests: Could you spell that please?
Making offers: Would you like me to show you around?
Making invitations: Would you like to come for dinner?
Matching exercise
Activity
Write the function for each question: asking for information or permission, making
suggestions or requests, offers, invitations.
For example:
What time does the meeting start? Asking for information
Question Function
1. May I borrow your pen?
2. Shall we go for lunch?

3. Would you like to come to the concert with
me?
4. Could I help you with your luggage?
73
5. Can I do something for you?
6. Would you take this back to the kitchen for
me?
7. Would you like to have a drink of water?
8. Can I have a look at your newspaper?
9. Shall we have a meeting this afternoon?
10. Where did you stay while in Egypt?
11. Could you carry this bag for me, please?
2.5 When calling is carried out in a good manner.

Introduction
Using an appropriate greeting for the time of day helps to establish a
friendly rapport with a customer or guest and finishing a conversation in
a polite and friendly manner is also important. You should thank the
customer, use their name and say goodbye politely at the end of each
conversation. It is important not to end a conversation abruptly, even if
you are busy as this leaves a bad impression for the customer.
If you have handled the customer's requests well, the customer may compliment you on your
assistance. It is polite to acknowledge a compliment and respond appropriately.
Accepting compliments
Accepting compliments and saying goodbye
Accepting compliments
For general compliments, you can respond with the following:
Thank you, sir.
That’s good to hear.
Thank you, madam.
You can also say:

I’m glad to hear it, sir.
I’m glad you liked it.
I’m pleased to hear it.
For personal compliments, you can respond with:

That’s nice of you to say so.
Thank you, it’s very nice of you to say so.
Thank you.
74
Activity
Look at the compliments and responses below. Choose the best response for each
compliment. Then practice saying the responses with your partner.
Compliment Response
You have a very nice telephone a. I know.
manner. b. Yes.
c. Of course.
d. Thank you, madam.
The service here is wonderful. a. I’m glad.
b. No, it isn’t.
c. Thank you, that’s good to hear.
d. Are you sure?
Thank you for your help! a. Yes.
b. You're welcome, madam. Goodbye.
c. Please don’t go.
d. Thank you.
The staff here are very friendly. a. Why?
b. Thank you, sir.
c. Yes, I know.
d. Yes, very friendly, I’m sure.
You have a very pleasant a. Thank you. It’s nice of you to say so.
manner. b. That’s nice.
c. I love you.
d. Could you repeat that louder, please?
Thanking the customer or guest

There are many different situations and contexts for telephone conversations in the service
industry. Match the situation with the correct response then repeat the responses with your
partner. Remember to be polite! Can you think of any other ways to say thank you?
Context or situation Responses
1. A guest checking out of your hotel. a. Thank you for waiting, sir. I'll put you
through to her now.
2. A customer who booked a tour. b. Thanks for phoning room service Mr.
Andrews. We'll send it to your room
straight away.
3. A lady who provided feedback about an c. Thanks for staying with us. We look
advertisement mistake. forward to seeing you again soon.
4. A customer who booked a flight. d. Thank you for making a booking. Enjoy
your tour.
5. A male guest who asked for some ice. e. Thank you for the feedback, madam. I'll
ask sales and marketing to change it.
6. A customer who wants to speak to your f. Thank you for choosing Fast Travel. I
75
manager. hope you have a wonderful flight.
7. A female customer who thanked you g. Thank you for sharing this information.
for your restaurant recommendation. We will ask the tour company to fix it
before the next tour.
8. A customer who complained about the h. You're welcome, madam. I'm glad you
toilet on the tour bus. enjoyed your meal.
Saying goodbye politely

Activity
It is important to say "goodbye" at the end of a phone conversation. Goodbye has a falling
intonation on the final syllable:
Goodbye
Practice saying "goodbye" in a polite and friendly way with your
partner.
Work Projects
2.1 Record 3 examples of yourself taking a request or order on the phone:
 Make sure you confirm the request or order
 Thank the guest or customer and say goodbye politely
2.2. Bring an example of a booking you have taken which includes the name of the customer or
guest, time and date and any special requests.
2.3. Provide copies of five messages you have taken ensuring they include the person's name and
details.
Summary
When responding to customer requests or orders:
 Confirm the details with the customer
 Check availability of bookings before confirming the booking
 Note the customer's details and ask the customer to spell name and address if
needed
 Reconfirm the order or request
 Thank the customer and say goodbye politely.
76
READ AND INTERPRET BASIC INSTRUCTIONS,
DIRECTIONS AND/OR DIAGRAMS
I.55HDR00.211.2
77
Element 1: Identify the purpose of the text
1.1 Understanding the purpose of the text is demonstrated.
When you undertake a new job, it takes time to familiarise yourself with it. There are many
components to consider: new co-workers, the management, the facilities, the locations, your
duties, the paperwork it requires, the equipment you must use. The list is endless. In this element,
you will learn how to identity sources of information in your job that will help you perform your
tasks within the organisation’s requirements. These sources can be many things: from work
instructions and manuals, to lists of merchandise codes, and legislation. These sources vary from
workplace to workplace, and it is important to learn how to identify them.
Writing activity
A checklist is an important part of

people’s jobs. Many people,
especially if they are new to a job, are
provided with checklists to help them
complete a task, or create a checklist
themselves. A checklist simply
records the number of duties to
perform, with a box beside each for
you to “check off” when completed.
Think about your job. Is there any
part of it that could use a checklist?
Create one for your job.
1. _________________________________________________________________________________________
2. _________________________________________________________________________________________
3. _________________________________________________________________________________________
4. _________________________________________________________________________________________
5. _________________________________________________________________________________________
6. _________________________________________________________________________________________
78
Matching activity
Match the pictures with the sources of information to the right:
a) 1. safety procedures
b) 2. bar code
c) 3. manufacturer’s instructions
d) 4. quality control
79
Writing activity
Read the following scenarios and identify the relevant source of information required in
each circumstance.
1. Sandra is a new employee in the kitchen of a large hotel. There are a lot of
dangerous items of equipment in the kitchen that Sandra is not familiar with. What
source of information should she look for?
2. Win is a receptionist and is getting the bill ready for some clients who are about to
check out. Her notes mention that the clients had several massages and room
service during their stay. She needs to add this to the bill, but is unsure how to enter
it into the computer.
3. Mary works at the gift shop at a hotel. It’s around Christmas and the shop is busy.
She tries to scan a particular item in the store, but it doesn’t work. What does she
need?
4. Julia is a new bartender. Her responsibilities are not only to serve drinks, but to open
and close the bar every night. There are so many things to do during that time that
she can’t always remember. What does she need?
5. Allan is the gardener at a top resort and is always busy keeping the grounds tidy. His
old lawnmower broke down, so the resort purchased a new one. The problem is,
Allan has no idea how it works!
6. Lily works at an upmarket hotel as a receptionist. Some wealthy tourists have just
arrived and they inform Lily that they belong to an elite members club using only
the best hotels. They ask Lily whether her hotel is up to the same standards. How
can Lily prove this?
Speaking activity
Go around the room and ask your fellow students what kinds of information sources they
have found in their workplace. Share information.
Whether you are a server or a cleaner, instructions in the workplace are very important. They help
to create order and productivity within an industry. However, if misunderstood, instructions can
cause serious damage to a workplace. In order to clearly understand instructions, you must first
identify the purpose of them. Only then will you be able to succeed at fully carrying them out.
80
Speaking activity
Choose one of the two signs. After preparing, relate to the rest of the class the reason for the
sign. Be sure to include:
 What the sign means
 Who the sign applies to
 Why the sign is there
 What effect the sign will have on internal customers
 What effect the sign will have on external customers
 Where you commonly find this sign
 Where you never find this sign
Writing activity
In the chart below, interpret the instructions mentioned and complete the chart.
Instruction/Directi Commonly
Purpose Effect
on/Sign found
A stop sign To get all cars to It affects all drivers In busy
stop at the of any kind of intersections with
intersection, vehicle no traffic lights,
preventing all over the world
accidents
An exit sign
Directions on how
to use a microwave
81
Writing activity
A sign telling you to

wear a safety helmet
A Caution: slippery
when wet sign
A job specification
Analysis activity
Read the following information and answer the questions for each scenario:
To all kitchen staff,

Make sure all the lights and machinery are turned off after 11:30 pm. The access code
into the kitchen changes every night, so make sure a staff member is present at 6:00
am every morning to let the wait staff in.
Sincerely,
Management
Who? _________________________________________________________________________________________
What? _________________________________________________________________________________________
When? _________________________________________________________________________________________
Where? _________________________________________________________________________________________
Why? _________________________________________________________________________________________
82
How? __________________________________________________________________________________________
Dear Customers,
Please put your tissue in the bins provided to avoid clogging the drains!
From,
The Management Team
Who? __________________________________________________________________________________________
What? __________________________________________________________________________________________
When? __________________________________________________________________________________________
Where? __________________________________________________________________________________________
Why? __________________________________________________________________________________________
How? __________________________________________________________________________________________
Please keep your personal belongings close to you at all

times.
Who? __________________________________________________________________________________________
What? __________________________________________________________________________________________
When? __________________________________________________________________________________________
Where? __________________________________________________________________________________________
Why? __________________________________________________________________________________________
__________________________________________________________________________________________
Shallow water, do not dive.
Who? __________________________________________________________________________________________
What? __________________________________________________________________________________________
83
When? _________________________________________________________________________________________
Where? _________________________________________________________________________________________
Why? _________________________________________________________________________________________
How? _________________________________________________________________________________________
1.2 Understanding of sequence structures is demonstrated
Introduction
In every realm of employment there are instructions to follow, which are often
placed within directions or diagrams. It is essential to know how to dissect,
analyse and complete a given set of instructions in order to complete a given
task. Often when you are in your own workplace, or even visit others, you will
notice a variety of signs containing directions and diagrams all around you. This
is often because of health and safety, and also because it is important for the customers and staff
to follow the rules as exactly as they are presented. Many such signs contain pictures and
diagrams in order to attract your attention and present information simply and clearly within
picture format.
Speaking activity
Look at the picture and discuss the questions.

1. What is the purpose of this picture?
2. Who is the giver of this information?
3. Who is the receiver of this information?
4. What is this picture telling you to do/not

to do?
5. What are the six symbols in this picture?
6. What do the red circles with a line

through them represent?
7. What does the yellow border of the top
picture represent?
8. Why is this picture important?
84
1. Who are these directions for?
2. What kind of industry would have a sign

like this?
3. Have you ever seen similar signs before,
and when?
4. What does this sign mean?
5. What actions would you take to follow

these directions?
Analytical activity
The picture on the earlier page has two parts:

1. What situation are these two pictures referring to?
_________________________________________________________________________________________
2. Describe the first picture.
_________________________________________________________________________________________
85
3. Describe the second picture.
_________________________________________________________________________________________
4. In the space below, draw three more pictures with directions for the viewer. They
can take place before, after or during the two existing pictures.
A person’s suitability for a job, including whether they have the ability to fulfil their job
requirements, relies on their ability to read, interpret and carry out their work instructions. The
tourism industry can be stressful, highly functional work arenas, often with hundreds or thousands
of people working together. If even one person did not follow instructions, what do you suppose
would happen? In many cases, their negligence affects customers and fellow co-workers, leading
to mishaps in the workplace. Learning to accurately read and interpret work instructions is
essential to your career in the industry.
Work instructions include methods or work, processes and procedures, equipment, policies and
procedures, and manuals.
Writing activity
1. A procedure is a logical and simple set of rules in order to accomplish an activity.

Look at the following pictures and write a simple procedure on how to complete
each.
a)
_________________________________________________________________________________________
b)
86
_________________________________________________________________________________________
c)
_________________________________________________________________________________________
a) _________________________________________________________________________________________
b) _________________________________________________________________________________________
c) _________________________________________________________________________________________
2. Re-order and number the following procedures:
a) How to cook rice

Wash the rice in clean water
Measure the amount of rice desired and place in pot
Bring to boil
Add salt and serve
Pour in sufficient water to cover the rice
Wait for 30 minutes, or until rice is cooked
Place the pot on the stove and switch on
Stir occasionally
b) How to use a washing machine
Wait until wash is complete, or the machine beeps
Load with clothes
Unload
Turn on
Select the wash you require
Add detergent
87
c) How to perform a manicure
Apply clear top coat
Wash hands and scrub nails
Apply first colour coat
Remove dead skin
Wait until dry then apply second colour coat
Clip nails
Group activity
With a partner, read the following scenarios. From the box, select the correct work
instructions that each person requires.
Motorbike Manual Guide to Waitressing Health and Safety Manual
Grievance Report Restaurant Menu Tractor Manual
Correct Lifting Strategy
1. Casey has never worked in a restaurant before, and she is worried about how
customers will perceive her.
2. Bob is working at a construction site and is concerned about his safety around the
dangerous machines.
3. Louis has not operated the brand new series of tractors that the new farm has
purchased. He’s a licensed tractor driver but not sure about the new features of the
new tractors.
4. Suzy feels she is being unfairly treated by another co-worker and wishes to inform
her manager.
5. Casey has been informed that she should learn and memorise all the dishes the
restaurant has to offer.
6. Trevor is a mechanic and is asked to repair a motorbike he hasn’t seen before.
88
7. Shawn has hurt his back lifting heavy boxes. The trouble is his job is to lift boxes all
day!
Work Projects
1.1 In your local newspaper or online, find four job specifications that interest you. Check the
education/experience and duties you have already accomplished/feel you can perform.
Which job is more suitable for you?
1.2. In your workplace, find a company procedure. Read it and write it in your own words, in point
form. Be as simple and direct as you can.
1.3. On a blank sheet of paper, think about as many directive signs as you can that use pictures or
diagrams. These can be traffic symbols, signage in hospitals etc. Draw them to the best of
your memory and explain their meaning in a short sentence underneath.
1.4. You are the boss of a lemonade stand. Write the standard procedures for:
Making lemonade
Selling lemonade
Cleaning up afterwards.
Summary
After reviewing this element, I am able to:
 Read and interpret job specifications, knowing all the different components that make up a job
specification
 Read and interpret procedures that can relate to hazards, accidents, health and safety, and
other emergencies
 Read, interpret and understand procedures that are given in the form of instructions,
directions, and diagrams
 Able to determine job requirements from work instructions including policies, procedures,
methods of work, equipment and manuals.
89
Element 2: Interpret charts, graphs and charts
2.1 Diagram symbols understood.
Instroduction
VOCABULARY-SIGN
Match the words and the

pictures below!
Maximum Speed Limit 60
1 Mph A B C
2 Caution Cows in road
3 Men At work
4 Falling rocks
D E F
5 Slippery Road
6 Traffic lights ahead
7 Caution horse riders ahead
G
8 Roundabout ahead H I
9 No over taking
10 School Crossing
11 Steep downhill ahead
J
12 Bumpy road K
13 Parking
14 Tunnel ahead
15 Caution Kangaroos
16 Possible queuing L
90
17 Cross roads ahead
18 Give way to traffic
19 No Cars or motorcycles
20 No U turn M
21 One way N
22 Train tracks ahead
23 Stop
O P
Q R
U
T
V
W
M ust/Mustn‟t
1. Write the correct name under the pictures.
91
2. Write sentences with Must or Mustn‟t using the following
signs.
sleep in class.
Example: You mustn‟t
a)
b)
c)
d)
e)
f)
g)
h)
i)
WRITING
In pair, create a dialogue about the use of signs in different countries. The dialogue
should be in 7-10 sentences length.
92
Safety Signs
There are different kinds of safety signs. Each kind is coded by colour and shape.
Green Blue Red
Yellow
Must not do Warning General Safety Must do Fire safety
Look at the examples below.
Hazard signs General safety signs
Fire safety signs
1. What sort of sign would you use?

93
Tick the sort of sign would you use
Green Red
a. Water from this tap is very hot
b. This is the fire alarm button
c. Wear protective gloves
d. This way to the exit
e. No dogs allowed
2. In case of fire!
Fire kills, often very quickly. It is important to know exactly what to do if a fire breaks
out. Lives may depend on it. Read the fire notice below then answer the questions.
Fire Action
1. If you find a fire, do not try to put it out yourself.

2. Break the cover on the nearest alarm button and press it hard. All staff
3. should know where these are.
4. Dial 999 to call the fire brigade.
5. Leave by the nearest exit.
6. Close all the doors.
7. Assist any service users near you.
8. Go to the assembly point.
9. Do not stop to collect belongings.
10. Do not go back into the building until you have been told it is safe to do so.
94
According to this fire notice, are the statements below True or False?
a. If you discover a fire, first try to extinguish it. TF
b. Shut all the doors. TF
c. Press the alarm gently – so as not to damage it. TF
d. Do not leave the building until all the service users are safe. TF
e. You can get out through a window if you want. TF
f. Take anything important with you. TF
g. Once out, find somewhere safe to wait. TF

h. Return to the building when you think it is safe. TF
95
2.2 The information in the flowchart is searched.
Introduction
In any job, no matter if you are a beginner or someone who has had extensive experience, you will
always have questions. Questions are a natural part of life, and an important part of completing a
job to the best of your ability. No matter how long you have done a job, no one will expect you to
be perfect or know everything. That’s where asking the right questions helps. But one thing,
however, that will make you look unprofessional is asking the right question to the wrong person.
Writing activity
Before the right people are discussed, let us discuss the right question. Read each scenario
and write down the right question for each.
1. Carlos is a new waiter and doesn’t know where to find the forks.
2. Bob has run out of chlorine for the pool. He knows where to buy it, but is unsure if
the resort already has a supplier.
3. Claire can’t remember whether the customer wanted her steak with mushroom
sauce or pepper gravy.
4. George isn’t sure whether the customers in hotel room 205 had two packets of nuts
from the mini bar or not, and it’s time to pay their bill.
5. Maria has worked at the hotel for five days now, but is unsure about payment. She
is on trial for five days, and she doesn’t know if she will be paid for the trial.
6. Sarah has been sent to pick up some tomatoes for the hotel kitchen. She’s not
familiar with this part of town, and lost the directions to the market.
Appropriate People
There are five different kinds of appropriate people that you may direct any question to.
These include:
 Supervisors and managers
 Colleagues
 Human resource personnel
 Members of the Public
 Clients.
It is important to realize which people are appropriate to a certain kind of question, and which are
not. Just because someone has the ability to answer or respond to a question does not mean they
are the correct person to ask. Sometimes, asking a question to an inappropriate person will cause
the person to question you and your professionalism. Sometimes it is a waste of time – yours and
the person you have asked. But asking the right question to the right person is a situation where
everybody wins.
96
Critical thinking activity
Read through the following scenarios. Why were these people inappropriate people to
ask?
1. Carlos is a new waiter and doesn’t know where the find the forks. He calls up the
Human Resources Company where he got the job, and asks to speak to Mrs. Smith,
who hired him. “Do you know where the forks are?” he asked her. Mrs. Smith is very
annoyed, because she doesn’t know where the forks are in the hotel, and she is in
the middle of a meeting.
the resort already has a supplier. He decides to ask Pepe, the groundsman if he
knows. But Pepe doesn’t know, and continues mowing the grass.
3. Claire can’t remember whether the customer wanted her steak with mushroom
sauce or pepper gravy. She really wants to know, because they are getting
impatient for their dinner. “Do you remember what sauces they wanted?” she asks
her manager desperately. Her manager shakes his head and wonders why they ever
hired Claire.
4. George isn’t sure whether the customers in hotel room 205 had two packets of nuts
from the mini bar or not, and it’s time to pay their bill. He goes down to the pool to
see Carlos, because Carlos had mentioned earlier that the customers liked to eat
nuts in the pool area. “Did they have two packets of nuts or two?” asks George.
“How should I know?” replies Carlos. “That’s not my job.”
is on trial for five days, and she doesn’t know if she will be paid for the trial. She
finds the hotel manager on her break. Although she hasn’t met the hotel manager
yet, only her direct supervisor, Maria isn’t shy. “Excuse me, Sir,” she says,
approaching the manager, “but do I get paid for these last five days or not?” The
hotel manager frowns at her, and thinks she is very rude and also very greedy.
6. Sarah has been sent to pick up some tomatoes for the hotel kitchen. She’s not
familiar with this part of town, and lost the directions to the market. She gets out
her mobile phone and calls her boss. Her boss gives her the directions again, but
begins to think that Sarah is too flighty and forgetful.
Group activity
Think of a standard question you have asked/can imagine asking in a work environment.
Divide the class up, so that your group consists of you and five students each
representing a type of people: supervisors/managers, co-workers, colleagues, human
resource personnel, clients and members of the public.
Ask the question to each, and have each student answering exactly as they imagine the
type of person they represent would respond.
Who was the best person to ask?
Trade roles and ask more questions.
97
In every job, you will receive instructions and directions, sometimes in written and other times in
spoken format. No matter how they are received, it is important to pick out and determine the
relevant details of each instruction. Usually, you will be given a lot of information to complete the
task, and not all of it will be useful. Some of it will be filler, some will be background information
or references to how things were done in the past. Regardless, you must be skilled to determine
the relevant information from any set of instructions.
Skim Reading
Skim reading is a technique that must be practiced before it is useful. It is beneficial to skim read
when you have a lot of material and not a lot of time. Many people use skim reading when they
are reading the newspaper – they skim the article quickly looking for basic facts and information
to get the gist of a text.
There are many strategies that can be used when skimming. Some people read the first and last
paragraphs using headings, summarizes and other organizers as they move down the page or
screen. You might read the title, subtitles, subheading, and illustrations. Consider reading the first
sentence of each paragraph. This technique is useful when you're seeking specific information
rather than reading for comprehension. Skimming works well to find dates, names, and places. It
might be used to review graphs, tables, and charts.
Reading activity
Find a long article in either a newspaper or a magazine. Skim read it and tell the class
what you have learned about the article.
Scanning
Scanning is usually used when you have a question or something specific to look for. Scanning is
what you do when you are looking for a name in a phone book or a word in the dictionary.
Scanning is to search for keywords or ideas. It’s best to use scanning when you already know what
you are looking for, because you are concentrating on finding a certain answer already. Usually,
people skim a document first, determine that it is what they are looking for, then scan it for
further specific details or information.
Usually, when we scan, we move our eyes quickly down a page looking for keywords. A lot of
information can be found beside numbers, letters, steps, or the words first, second, etc, or next.
Information is usually found where there are bold letters, italics, different font sizes or colours
Reading activity
Use the same article that you read in Reading Activity 1. Scan it. What different
information did you pick up from scanning than skimming?
Reading activity
Read the following email and note in bold all the relevant details.
98
Reading activity
Dear Victor ({ "mailto:[email protected]" })

Today you are responsible for add-on sales at the restaurant. You will have noticed that
in the last month, we are down a third on our overall profit of our restaurant. So, to add
to your responsibilities, I am asking you to persuade customers to purchase add-on
sales. I’m sure you know how it’s done due to your extensive training. Smile and ask
them if they want dessert, or a certain wine, perhaps something to take home with
them later. Remember we have macaroons and homemade gelato this week as the
specials. Also, try to get them to order starters, not only garlic bread. We have more
expensive starters like the oysters that really sell if promoted. I won’t be in tonight so
make sure you tell all the other wait staff.
Sincerely,
Mrs Smith ("mailto:[email protected]" )
Read through all the bold words. Notice how the words in bold contain all the relevant
details and necessary instructions for Victor.
_____________________________________________________________________________________________
______________________________________________________________________________________________
Now, read the other examples and highlight all the necessary instructions using the skim
reading or and scanning technique.
Dear Hotel Manager,
It pains me to inform you that your bill has not been paid for these past three months. On
the first of each month, as you well know, St. Grove Winery sends you six cases of white
chardonnay. This has not been paid, and if it is not paid within 2 weeks, we have no
choice but to end our business relationship until we are repaid.
Please refer to the enclosed invoice:
1 x case of 12 St Grove Chardonnay $100.00
6 x case of 12 St Grove Chardonnay $600.00
1 x 6 cases of 12 St Grove Chardonnay $1800.00
GRAND TOTAL $2500
Please pay as soon as you are able.
Sincerely yours,
St Grove Winery Accounts Division
Dear Miss Watson ("mailto:[email protected]")

I am saddened to hear about your issues with our employee and your manager, Mr
Frederick Jones. We have noted all the relevant details about your argument with him,
and the issues leading up to it. We have interviewed Mr Jones about the incident,
however, his version of events does not match yours in any way.
I’m afraid that now we have no choice but to refer to company procedure for dispute
reconciliation. Please go to our staff resource room and pick up a Dispute Complaint form
99
Reading activity
from Suzy, the file keeper. Fill it out and email it back to me. We have asked Mr Jones to
do the same.
Next, we must have a meeting with myself and the Counsellor on duty. You and Mr Jones
must be there to present your sides to us.
If we can’t find any resolution to this problem, company policy states we must find an
unbiased third party to decide on the best course of action. Of course, if you feel more
comfortable handling this outside of our workforce, say with the police, you have the
freedom to do that. But I understand you want to keep your job and are refraining from
that course of action.
Should you have any questions, please feel free to email me.
Sincerely yours
Margaret McArthur, CEO
("mailto:[email protected]")
Work Projects
Summary
Having completed this element, I am able to:
 Identify relevant sources of information and documentation in my workplace, in order to help
me complete my job with more accuracy and efficiency
 Identify the purpose of instructions, directions and diagrams to apply them to my particular
job to enable me to understand and perform better
 Ask the right question in the right circumstances to appropriate people and knowing the
difference between them
 Know who not to ask and why
Scan or skim read any kind of information and establish the relevant details in a concise and
efficient way.
100
2.3 The specific information from the diagram is accessed.
Introduction
n every realm of employment there are instructions to follow, which are often
placed within directions or diagrams. It is essential to know how to dissect,
analyse and complete a given set of instructions in order to complete a given
task. Often when you are in your own workplace, or even visit others, you will
notice a variety of signs containing directions and diagrams all around you.
This is often because of health and safety, and also because it is important for
the customers and staff to follow the rules as exactly as they are presented. Many such signs
contain pictures and diagrams in order to attract your attention and present information simply
and clearly within picture format.
Speaking activity
Look at the picture and discuss the questions.

1. What is the purpose of this picture?
2. Who is the giver of this information?
3. Who is the receiver of this information?
4. What is this picture telling you to do/not

to do?
5. What are the six symbols in this picture?
6. What do the red circles with a line

through them represent?
7. What does the yellow border of the top
picture represent?
8. Why is this picture important?
1. Who are these directions for?
2. What kind of industry would have a sign

like this?
3. Have you ever seen similar signs before,
and when?
4. What does this sign mean?
101
5. What actions would you take to follow
these directions?
Analytical activity
The picture on the earlier page has two parts:

1. What situation are these two pictures referring to?
_________________________________________________________________________________________
2. Describe the first picture.
_________________________________________________________________________________________
3. Describe the second picture.
_________________________________________________________________________________________
102
4. In the space below, draw three more pictures with directions for the viewer. They
can take place before, after or during the two existing pictures.
1.4 Read and interpret work instructions to determine job requirements
Introduction
A person’s suitability for a job, including whether they have the ability to fulfil their job
requirements, relies on their ability to read, interpret and carry out their work instructions. The
tourism industry can be stressful, highly functional work arenas, often with hundreds or thousands
of people working together. If even one person did not follow instructions, what do you suppose
would happen? In many cases, their negligence affects customers and fellow co-workers, leading
to mishaps in the workplace. Learning to accurately read and interpret work instructions is
essential to your career in the industry.
Work instructions include methods or work, processes and procedures, equipment, policies and
procedures, and manuals.
Writing activity
1. A procedure is a logical and simple set of rules in order to accomplish an activity.

Look at the following pictures and write a simple procedure on how to complete
each.
a)
_________________________________________________________________________________________
103
b)
_________________________________________________________________________________________
c)
_________________________________________________________________________________________
a) _________________________________________________________________________________________
b) _________________________________________________________________________________________
c) _________________________________________________________________________________________
2. Re-order and number the following procedures:
a) How to cook rice

Wash the rice in clean water
Measure the amount of rice desired and place in pot
Bring to boil
Add salt and serve
Pour in sufficient water to cover the rice
Wait for 30 minutes, or until rice is cooked
Place the pot on the stove and switch on
Stir occasionally
b) How to use a washing machine
Wait until wash is complete, or the machine beeps
Load with clothes
Unload
Turn on
Select the wash you require
Add detergent
104
c) How to perform a manicure
Apply clear top coat
Wash hands and scrub nails
Apply first colour coat
Remove dead skin
Wait until dry then apply second colour coat
Clip nails
Group activity
With a partner, read the following scenarios. From the box, select the correct work
instructions that each person requires.
Motorbike Manual Guide to Waitressing Health and Safety Manual
Grievance Report Restaurant Menu Tractor Manual
Correct Lifting Strategy
1. Casey has never worked in a restaurant before, and she is worried about how
customers will perceive her.
2. Bob is working at a construction site and is concerned about his safety around the
dangerous machines.
3. Louis has not operated the brand new series of tractors that the new farm has
purchased. He’s a licensed tractor driver but not sure about the new features of the
new tractors.
4. Suzy feels she is being unfairly treated by another co-worker and wishes to inform
her manager.
5. Casey has been informed that she should learn and memorise all the dishes the
restaurant has to offer.
6. Trevor is a mechanic and is asked to repair a motorbike he hasn’t seen before.
105
7. Shawn has hurt his back lifting heavy boxes. The trouble is his job is to lift boxes all
day!
Work Projects
1.1 In your local newspaper or online, find four job specifications that interest you. Check the
education/experience and duties you have already accomplished/feel you can perform.
Which job is more suitable for you?
1.2. In your workplace, find a company procedure. Read it and write it in your own words, in point
form. Be as simple and direct as you can.
1.3. On a blank sheet of paper, think about as many directive signs as you can that use pictures or
diagrams. These can be traffic symbols, signage in hospitals etc. Draw them to the best of
your memory and explain their meaning in a short sentence underneath.
1.4. You are the boss of a lemonade stand. Write the standard procedures for:
Making lemonade
Selling lemonade
Cleaning up afterwards.
Summary
After reviewing this element, I am able to:
 Read and interpret job specifications, knowing all the different components that make up a job
specification
 Read and interpret procedures that can relate to hazards, accidents, health and safety, and
other emergencies
 Read, interpret and understand procedures that are given in the form of instructions,
directions, and diagrams
 Able to determine job requirements from work instructions including policies, procedures,
methods of work, equipment and manuals.
Element 3: Receive and respond to basic instructions and directions

Performance Criteria
3.1 Series or steps ass explained in the text, it is read and interpreted.
In many circumstances, the more seniority you have, the more responsibilities you have. The mark
of a good employee, and a good future manager, is the way they can handle many responsibilities
with little or no glitches or mistakes. It also helps to complete assigned tasks in orderly and rapid
rates.
In several circumstances, you will be given instructions. Sometimes, these instructions will not be
specifically for you, but for a group of people. You must be able to gather from the information:
106
a) Your role in the directions
b) Exactly what task you will be performing and
c) What tools you need and what preparation you must do to complete the task.
Reading activity
Melissa is the manager of the Hotel Restaurant. Today, she received the following
email from her boss, Mrs Smith.
Dear Melissa, ({ "mailto:[email protected]" })
Remember the Italian Club dinner we were hosting next week? Well, now the clients
say many can’t make it next week, so it is going to be tonight!! You have 12 hours to
pull together this event, Melissa. That means getting all that food ready, calling our
suppliers, setting up the decorations. Make sure all the staff are on board! As you
know, I am on holiday in Ibiza and our CEO just interrupted my holiday to tell me
this!
I really hope you manage to pull this off, Melissa – or it’s my job on the line. I’m
signing off now and won’t be online for the rest of the day, but I expect a full report
tomorrow!
Good luck,
Mrs Smith ({ "mailto:[email protected]" })
Writing activity
Answer the following questions.
1 What is the crisis in this email?

.
2 What is Melissa’s role in this situation?
.
3 Exactly which tasks will Melissa herself be undertaking?
.
4 Which tasks will she pass on to others?
.
5 What tools, preparation or equipment must she use to complete this?
.
Look at the detailed checklist of all Melissa’s activities to do before the Italian Club
Dinner. Which responsibilities can be delegated to other staff?
Melissa’s Checklist
 Call all the staff and get them to the restaurant ASAP
 Set the tables with the white table clothes
 Polish the silver and lay the cutlery
 Call the suppliers and ask them for the Italian Club Dinner goods to be delivered
107
Reading activity
ASAP
 Cook all the dishes
 Prepare the desserts
 Get all the decorations out of storage and decorate the restaurant
 Create the menus and print them out
 Get the wine out of the cellars and place in the bar
 Stock the bar with Italian alcohol
 Talk to the staff about how to serve the guests tonight and other details about
the party
 Prepare the bill in advance
 Get the staff into formal uniform before first guests arrive.
Reading activity
Pedro is a handyman at the hotel. This morning, a letter arrived in the staff room for
all the gardeners, handymen and outdoor workers of the hotel. The outdoor workers
are used to being their own bosses, and only report to the CEO.
Hi guys!
Today is the day of the big celebrity wedding we’ve all been waiting for! As you
know, the hotel has been so busy in every aspect getting ready for this big occasion.
Today, you must:
 Make sure all the gardens are immaculate – every bush trimmed, grass cut and
watered
 Clean the pool and the poolside furniture/equipment
 Inspect all outdoor furniture for damage and repair when necessary
 Bring all 500 chairs from the dining room out to the lawn
 Inspect every chair and repair when necessary
 Check all lighting in and out of the hotel and install new light bulbs
 Oil the door hinges in the lobby area
 Prepare the buffet table outdoors
 Dismantle the overhead pool covering
 Set up the three bridal tents in the lawn.
Thanks,
Margaret McArthur
Exactly which tasks is Pedro accountable for?

_____________________________________________________________________________________________
_____________________________________________________________________________________________
108
Reading activity
Who will perform the other tasks?
_____________________________________________________________________________________________
_____________________________________________________________________________________________
Writing activity
Create a checklist for Pedro including all the tasks, specific to himself, that he must
complete.
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
_____________________________________________________________________________________________
As well as knowing how to ask the right questions to the

appropriate people, it is also important to question
documents and instructions themselves in order to create more
understanding of your task for yourself. Sometimes,
skimming or scanning a document is not enough to reach
understanding, and it becomes necessary for us to question and
confirm details for ourselves.
Case study
Julie is a receptionist at the hotel. She has struck up a professional relationship with
Mrs. White, who is a VIP staying in the President’s Suite. Julie sometimes runs errands
for her. This morning, she found a note at the reception desk.
Good morning Julie!
The Gala Ball is on tonight at the Regency Hotel. I want to wear the red Christian Dior
109
gown in the closet, but it has a tear in the right armpit and badly needs dry cleaning.
Could you please take it to a seamstress and then on to the dry cleaner?
My makeup and hair lady comes at 4:00 pm, and I want to leave by 6:00 pm.
Thank you,
Mrs. White
Study the following chart to determine details of the assignment instructions,
WHO WHAT WHEN WHERE WHY HOW

The The task Deadline Task is to be Reason for Plan to
client accomplished task undertake
task
Mrs. Red gown: By 5:30 President’s Gala Ball at Give to Mrs
White mended pm at the Suite the Regency Low
(right armpit), latest Hotel (seamstress)
dry cleaned at 10 am.
Deliver to
dry cleaners
at 1:00 pm
to be
picked up
by 4:00 pm.
Writing activity
Read the following notice and fill out the chart below in a similar fashion that you
saw in the case study.
OFFICE MEMO
Dear Market Research Team,
As you know, I am compiling a full report on the customer satisfaction level of our
Hotel to give to the CEO, Margaret McArthur next Monday morning. This report is
the most important thing our department turns over every year.
Your task is to collect the questionnaire forms from reception and compile all the
information into a database which needs to be on the server by this Tuesday, 7:00
pm.
Additionally, I need you to survey at least 5 current clients who are staying at the
hotel. Remember the procedure: gently ask them to participate in the survey, and
record their answers promptly. Remember to choose from various people groups.
I need those surveys collated on Mr Surgeon’s desk for him to enter into the
database. Make sure they are there at 5:00 pm Thursday night at the latest.
Let’s all work together on this!
Marketing Manager
WHO WHAT WHEN WHERE WHY HOW

The The task Deadline Task is to be Reason for Plan to
110
client accomplished task undertake
task
Writing activity
Read the following procedure.

PROCEDURE FOR CLOSING THE RESTAURANT
1. Clear all tables
2. Ensure all dishes and cutlery are washed and put away
3. Place dirty linens in the laundry room
4. Count out the bills
5. Be sure the money in the bills conforms with the value of the cash in the register
and credit card slips
6. Subtract tips and divide
7. Leave a flat $300 in change in the register and
lock
8. Switch off all equipment – coffee maker,
dishwasher, lanterns
9. Turn off lights
10. Double bolt door
11. Return keys to reception by 11:20 pm
1 Highlight in the above procedure the following information.

.
Who _________________________________________________________________________________________
What _________________________________________________________________________________________
When _________________________________________________________________________________________
111
Where _________________________________________________________________________________________
Why _________________________________________________________________________________________
How _________________________________________________________________________________________
2 Create a checklist for a waitress on duty that night.
.
_________________________________________________________________________________________
_________________________________________________________________________________________
3 Compare your checklist with your classmates. Are they the same?
.
3.2 Understanding by following directions is demonstrated.
READING
Read the following information and answer the questions for each scenario
112
To all kitchen staff,
Make sure all the lights and machinery are turned off after 11:30 pm. The access code into the
kitchen changes every night, so make sure a staff member is present at 6:00 am every morning
to let the waitstaff in.
Sincerely,
Management
Who?
What?
When?
Where?
Why?
How?
113
Dear Customers,
Please put your tissue in the bins provided to avoid clogging the drains! From,
The Management Team
Who?
What?
When?
Where?
Why?
How?
Please keep your personal belongings close to you at all times.
Who?
What?
When?
114
Where?
Why?
How?
Shallow water, do not dive.
Who?
What?
When?
Where?
Why?
How?
115
WRITING
Before the right people are discussed, let us discuss the right question. Read each
scenario and write down the right question for each.
1. Carlos is a new waiter and doesn‟t know where to find the forks.
2. Bob has run out of chlorine for the pool. He knows where to buy it, but is
unsure if the resort already has a supplier.
3. Claire can‟t remember whether the customer wanted her steak with
mushroom sauce or pepper gravy.
4. George isn‟t sure whether the customers in hotel room 205 had two packets of
nuts from the mini bar or not, and it‟s time to pay their bill.
5. Maria has worked at the hotel for five days now, but is unsure about
payment. She is on trial for five days, and she doesn‟t know if she will be paid
for the trial.
6. Sarah has been sent to pick up some tomatoes for the hotel kitchen. She‟s not
familiar with this part of town, and lost the directions to the market.
READING
Read the following scenarios. Why were these people inappropriate people to ask?
1. Carlos is a new waiter and doesn‟t know where the find the forks. He calls up the
Human Resources Company where he got the job, and asks to speak to Mrs. Smith,
116
who hired him. “Do you know where the forks are?” he asked her. Mrs. Smith is
very annoyed, because she doesn‟t know where the forks are in the hotel, and she
is in the middle of a meeting.
the resort already has a supplier. He decides to ask Pepe, the groundsman if he
knows. But Pepe doesn‟t know, and continues mowing the grass.
3. Claire can‟t remember whether the customer wanted her steak with mushroom
sauce or pepper gravy. She really wants to know, because they are getting
impatient for their dinner. “Do you remember what sauces they wanted?” she asks
her manager desperately. Her manager shakes his head and wonders why they
ever hired Claire.
4. George isn‟t sure whether the customers in hotel room 205 had two packets of
nuts from the mini bar or not, and it‟s time to pay their bill. He goes down to the
pool to see Carlos, because Carlos had mentioned earlier that the customers liked
to eat nuts in the pool area. “Did they have two packets of nuts or two?” asks
George. “How should I know?” replies Carlos. “That‟s not my job.”
is on trial for five days, and she doesn‟t know if she will be paid for the trial. She
finds the hotel manager on her break. Although she hasn‟t met the hotel manager
yet, only her direct supervisor, Maria isn‟t shy. “Excuse me, Sir,” she says,
approaching the manager, “but do I get paid for these last five days or not?” The
hotel manager frowns at her, and thinks she is very rude and also very greedy.
6. Sarah has been sent to pick up some tomatoes for the hotel kitchen. She‟s not
familiar with this part of town, and lost the directions to the market. She gets out
her mobile phone and calls her boss. Her boss gives her the directions again, but
begins to think that Sarah is too flighty and forgetful.
117
Critical thinking activity
1.
2.
3.
4.
5.
6.
Group activity
Think of a standard question you have asked/can imagine asking in a work environment.
Divide the class up, so that your group consists of you and five students each representing
a type of people: supervisors/managers, co-workers, colleagues, human resource
personnel, clients and members of the public.
Ask the question to each, and have each student answering exactly as they imagine the type of
person they represent would respond.
Who was the best person to ask? Trade roles
and ask more questions.
118
119
120

Buku Informasi English

Uploaded by

Copyright:

Available Formats

Buku Informasi English

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Buku Informasi English

Uploaded by

Copyright:

Available Formats

SPEAK ENGLISH AT A BASIC

9. ___________________________________ 10. ___________________________________

a) next to b) into c) through d) at the end of e) along

Answer: Reception is next to the lobby on the left.________________________

Verbs – Informal & Formal

find out discover

tons of, heaps of large quantities of, a number of

totally completely, strongly

really, very definitely

Letter Expressions – Informal & Formal

Just wanted to let you know… I am writing to inform you…

Love, Yours sincerely, Yours faithfully,

Yours Truly, Best regards, kind regards

Abbreviations – Informal & Formal

cell cell phone

Slang – Informal & Formal

really big considerable

Guest: Can I pay with Visa?

Element 2: Communicate in English on the Telephone

1. half past eight in the morning _Good morning___

2.2 Assistance and determining the purpose of the telephone offered

Can I see your passport please? Yes, please.

Yes/No Questions Answers

Leaving on Tuesday the 30th? Yes, that's right.

Limited choice Questions Answers

Wh/How Questions Answers

7. 8. 9. 10. 11. 12.

In pairs, practice saying the requests and giving an appropriate reply.

Say “please” after you ask for something

Can you put me through to David, please?

Please Practice Returning call dialogue below

Natalie: Hi, Ryan, this is Natalie returning your call.

Saying someone isn’t there

 “I’m sorry, she’s on another call.”

 “Would you like to leave a message?”

 “Could you ask her to call me back?”

Title First Name/Given Names Surname/Last Name Nationality

Mr. Tomo Watanabe Japanese

1. Watanabe Mr. Tomo 2. Jessica Miss Jones

Read the following dialogue. What is the problem?

Telephone Conversation between a Customer Service Officer and a Customer

Customer service Good morning, Acme Computers.

Could you repeat that, please?

Guest: Can you tell me where the post office is?

Front desk attendant: I’m sorry?

Guest: Can you tell me where the post office is?

Guest: Is there a Thai restaurant nearby?

Guest: No, I mean a restaurant with food from Thailand.

Customer: We’re arriving on the second of November.

Client: My mobile number is 0448 691 252.

Human resource officer: Could you repeat that slowly, please?

Guest: Of course. 0448 691 252.

Customer: My surname is Higgins.

Noun Verb Adjective Adverb

How many rings are acceptable?

Give a greeting Say where you are working

Words (spoken) Numbers (written)

1. half past eight in the morning _Good morning___

State own name and/ or company name

Pronunciation: sentence stress

9. _ 10. _