Manual Ufcd 0354 - Língua Inglesa - Atendimento

INGLÊS TÉCNICO 0354 – – LÍNGUA INGLESA - ATENDIMENTO UNIDADE 0354

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0354 Língua Inglesa - Atendimento

Índice Introdução / Enquadramento ........................................................................................ 3 Referencial de Língua Inglesa - Atendimento .......................... ............. .......................... .......................... .......................... ............... 4 Who are you? – you? – personal personal information .......................... ............. .......................... .......................... .......................... ......................... ............ 5 Personal Information – Information – to to remember ............................................................................. 6 Customer Service – Service – some some rules before starting ............................................................... 8 Welcoming – Welcoming – being being friendly and polite po lite......................... ............ .......................... .......................... .......................... ....................... .......... 13 Customer Service – Service – Helpful Helpful sentences .......................................................................... 15 Customer Service – Service – on on the phone – phone – face face to face - Translation .......................... ............. .......................... ............... 18 Travelling – Travelling – How How may I help you? ........................... .............. .......................... .......................... .......................... .......................... ............... 24 At the hotel – hotel – vocabulary vocabulary ............................................................................................ 26 At the hotel – hotel – Useful Useful sentences ................................................................................... 27 Taking a reservation by phone .................................................................................... 33 Hotels and accommodation ......................................................................................... 35 Reservations: writing .................................................................................................. 36 Reservations – Reservations – Role-playing Role-playing ........................................................................................ 37 Reservations – Reservations – on on the phone ....................................................................................... 38 Taking reservations by phone.......................... ............. .......................... .......................... .......................... .......................... ..................... ........ 39 Some useful vocabulary .............................................................................................. 40 Dealing with a dissatisfied guest .................................................................................. 41 Dealing with complaints .............................................................................................. 42 Taking payment at a register: dissatisfied customer ...................................................... 44 When tourists go shopping – shopping – vocabulary vocabulary ...................................................................... 45

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Índice Introdução / Enquadramento ........................................................................................ 3 Referencial de Língua Inglesa - Atendimento .......................... ............. .......................... .......................... .......................... ............... 4 Who are you? – you? – personal personal information .......................... ............. .......................... .......................... .......................... ......................... ............ 5 Personal Information – Information – to to remember ............................................................................. 6 Customer Service – Service – some some rules before starting ............................................................... 8 Welcoming – Welcoming – being being friendly and polite po lite......................... ............ .......................... .......................... .......................... ....................... .......... 13 Customer Service – Service – Helpful Helpful sentences .......................................................................... 15 Customer Service – Service – on on the phone – phone – face face to face - Translation .......................... ............. .......................... ............... 18 Travelling – Travelling – How How may I help you? ........................... .............. .......................... .......................... .......................... .......................... ............... 24 At the hotel – hotel – vocabulary vocabulary ............................................................................................ 26 At the hotel – hotel – Useful Useful sentences ................................................................................... 27 Taking a reservation by phone .................................................................................... 33 Hotels and accommodation ......................................................................................... 35 Reservations: writing .................................................................................................. 36 Reservations – Reservations – Role-playing Role-playing ........................................................................................ 37 Reservations – Reservations – on on the phone ....................................................................................... 38 Taking reservations by phone.......................... ............. .......................... .......................... .......................... .......................... ..................... ........ 39 Some useful vocabulary .............................................................................................. 40 Dealing with a dissatisfied guest .................................................................................. 41 Dealing with complaints .............................................................................................. 42 Taking payment at a register: dissatisfied customer ...................................................... 44 When tourists go shopping – shopping – vocabulary vocabulary ...................................................................... 45

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Shopping vocabulary and parts of a shop. .................................................................... 46 Fruit and vegetables - vocabulary ................................................................................ 47 Clothes – Clothes – vocabulary vocabulary .................................................................................................. 48 When tourists go shopping – shopping – customer customer service ............................................................. 50 When tourists get injured and go to the hospital - vocabulary vo cabulary .......................... ............. .......................... ............... 55 Helping a guest who is injured .................................................................................... 57 Getting medical care for a guest .................................................................................. 58 Anexos .......................... ............. ......................... .......................... ........................... .......................... .......................... .......................... .......................... ............... 59 Travelling – Travelling – taking taking a booking / booking forms .............................................................. 60 Reservation form........................................................................................................ 66 Booking – Booking – writing writing ....................................................................................................... 67 Bibliografia: ............................................................................................................... 69

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Introdução / Enquadramento

Este manual de Língua Inglesa - Atendimento visa ilustrar e fundamentar a aquisição ou aperfeiçoamento de competências por parte dos formandos cujo intuito é aumentar a sua qualificação profissional (e escolar na aprendizagem de uma língua estrangeira), encontrando, assim, respostas para as necessidades do tecido empresarial local. Desta forma, propomo-nos a mostrar seguidamente, através de algumas fichas-exemplo (que podem ser adaptadas consoante as necessidades do público-alvo), informação teórica, sugestões de atividades e alguns modelos de exercícios práticos a serem utilizados nas sessões ministradas, que permitirão um adequado desenvolvimento do perfil de proficiências proposto no referencial de competências-chave desta ação.

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Referencial de Língua Inglesa - Atendimento

Objetivos 

Aplicar vocabulário específico da língua inglesa, na comunicação verbal com clientes estrangeiros, no processo de atendimento. Conteúdos

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Linguagem específica aplicada às diferentes fases do Atendimento, nas vertentes orais e escritas Expressões idiomáticas

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Who are you? – personal information

Role-playing: put your students working in pairs, asking questions to each other. This will make them know their colleagues. After the work is done, ask them to present their partner to the class. On the other hand, this will allow you to know their English level and major difficulties.

Who are you? 1. Who you are reflects on what you do when you interact with others. Being so, discuss your personality with your colleague. The following questions may help you. 1. What is your favourite colour? 2. What is your favourite sport? 3. What are your favourite subjects? 4. Have you got any pets? 5. What colour is your hair? 6. What colour are your eyes? 7. What is your height? 8. What is your weight? 9. What time do you get up? 10. What time do you go to bed? 11. What do you usually have for breakfast? 12. Who are you? Choose adjectives to describe yourself.

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Personal Information – to remember!

1. Pay attention to the following dialogue. A. What's your surname (family name)? Fill in the following card with your ID. B. Bond A. What's your first name? B. James IDENTIFICATION CARD A. Where are you from? B. London, England A. What's your job? Name – ____________________________ B. I'm a spy. Surname – __________________________ A. What's your address? Age – ______________________________ B. 34 Bald Street, London Birthday - ____________________________ A. What is your phone number? B. 007-007-100 Marital Status - ________________________ A. How old are you? Address – _____________________________ B. 36 Phone nº. - ____________________________ A. Are you married? Nationality – ___________________________ B. No, I’m not. Job – _________________________________ Signature :

KEY VOCABULARY A. PRESENTING YOURSELF / PERSONAL DATA Key Vocabulary

What's / what is your name? (Qual é o seu nome? / Como se chama?) My name is... (O meu nome é / Chamo-me…) Where are you from? (De onde é?) I'm from... (Sou de…)

Are you …(Spanish, American, German, Portuguese, etc.)? (É

Alemão, Português, etc?) Yes I am / No I am not. (Sim, sou. Não, não sou.)

Espanhol, Americano,

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Key Vocabulary

surname, family name, first name (apelido, nome de família, primeiro nome) Where are you from? (De onde é?) What's your job? address? phone (telephone) number? (Qual é a sua profissão? Endereço? (Número de) telefone?) How old are you? (Que idade tem? / Quantos anos tem?) Are you married? (É casado(a)?) married, single, divorced, separated, widow, widower, engaged (casado, solteiro, divorciado, separado, viúva, viúvo, comprometido) Yes, I am/ No, I’m not. (Sim, sou. Não, não sou)

1.2. PAIR WORK. Complete the gaps with your partner’s information. My partner’s personal file

His / her birth name is _________________ and his / her family name(s) is/are __________________________________. He’s / She’s _______________________ years old and he/she is from_____________________ (birthplace). He/She is a/ an __________________________________(job). He/She works for _______________________________ (company) / in _______________________________ (place). He/She lives in ________________________ (address). His / her (mobile) phone number is ______________________________________________________. He’s / She’s ________ ___________ (marital status) and in his/her spare time, he / she likes _________________________________ _________________ and _________________________________.

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Customer Service – some rules before starting

1. With your partner(s), translate and discuss the following.

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Welcoming – being friendly and polite

1. Find out about the last time your partners went to a restaurant, a café and a shop. Discuss this questions: a. How helpful and friendly were the staff members? b. What did the staff do to make you feel welcome? What did they say to you? c. Would you recommend each place to a friend? Why? / Why not?

2. Cross out the sentences that might sound unfriendly or impolite like the one crossed out. Could you tell me your name, please?

Who are you?

What do you want?

May I help you?

It’s a pleasure.

It’s no trouble.

Certainly.

Obviously.

Do you want something?

Is there anything I can do for you?

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3. PRONUNCIATION. Read the following three model dialogues. Practise them, taking it in turns to play the roles of the CLIENT and a friendly, helpful MEMBER OF STAFF.

Good evening. Good evening, sir. Can I help you? Yes, I’d like to send a fax, please.

Certainly, sir. Would you like it sent right away?

Good morning. Good morning, sir. Can I help you? Yes, I’d like some information, please.

Certainly, sir.

Good afternoon. Good afternoon, madam. How may I help you? I’d like to book a table for this evening, please.

Certainly, madam. What time would you like it for?

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Customer Service – Helpful sentences Study and solve this handout.

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5.

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6.

TRAVEL

A.

When is your flight?

B.

10 O’clock.

A.

How long does the journey take?

B.

Around three hours.

A.

How much is the taxi fare?

B.

About $40.

A.

Do I need to confirm my flight?

B.

Yes, you must.

A.

How long does it take to get to the airport?

B.

Around half an hour.

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Activity: Make a dialogue based on the following flow chart:

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Customer Service – on the phone – face to face - Translation FIRST MEETINGS At the reception desk (Na receção) Olá, o meu nome é… Tenho uma reunião com… às…. (horas)… Introducing yourself (Apresentações pessoais) Desculpe-me, é…? Como está? Sou o John. Bem-vindo a Nova Iorque. Deixe-me apresentar-me. O meu nome é… (O senhor/ a senhora) deve ser… prazer em conhecê-lo. Eu sou… Penso que não nos conhecemos. Sou… Introducing another person (Apresentando terceiros) Posso apresentá-lo a…? Sr. … este é o Sr. … Conhece a Srª. …? Bob, conheces o Bill? Polite offers (Oferecer-se para ajudar) Posso guardar o seu casaco? Precisa de ajuda (com isso)? Posso oferecer-lhe algo para beber? Chá? Sumo? Café? Normal ou descafeinado? Quer com leite? Açúcar? The host – small talk (O anfitrião – conversas para quebrar o gelo) Travel (viagem)

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Quando chegou? Como foi a sua viagem? Teve uma boa viagem? Teve problemas para nos encontrar? (Conseguiu encontrar-nos facilmente?) Accommodation (Alojamento) Onde é que está hospedado? Como é o hotel? Place (Local)

É a sua primeira visita a…? Já teve oportunidade de conhecer os arredores? O que pensa de…?

Weather (Meteorologia)

Como está o tempo em…? O tempo é o mesmo em…? Espero que o tempo seja melhor em…

Closing the introduction (Encerrar a apresentação /conversa inicial) Muito bem. Vamos então negociar.

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SOCIAL PHRASES - RESPONDING

Offering help (Oferecendo ajuda)

Gostaria que eu…? Deverei…? Posso ajudar…? (Posso dar-lhe uma mãozinha?)

Requesting (Fazendo pedidos) Poderia /pode … ,por favor? Importar-se ia de… Será que poderia…? Asking permission (Pedir licença / autorização)

Posso…? Está bem se…? Importa-se se…? Acha que eu poderia…?

Suggestions (Sugestões) Sugiro que nos encontremos mais tarde para uma bebida. Por que é que não nos encontramos mais tarde? Deveremos fazer um intervalo? Fazemos um intervalo (agora)? Querem /Quer / Queres um intervalo? A thank you (Agradecer) Muito obrigado pela sua ajuda. Surprising news (Novidades surpreendentes) O mercado de valores (ações) subiu dez por cento esta manhã. Bad news (Más Notícias) Tive de cancelar as nossas férias à Tailândia. A minha tia está doente. O restaurante está fechado. Começou agora mesmo a chover. A difficult question (Uma pergunta difícil) Qual é a população de Nova Iorque? An apology (Um pedido de desculpas) Lamento muito por isso. SAYING GOOD-BYE

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Time to go (Tempo de partir) Lamento muito, mas tenho de ir, ou irei perder o meu voo. Tenho mesmo de sair agora. Deveria pensar em ir. Muito bem. É melhor eu estar fora. Positive comments (Comentários positivos) Tem sido ótimo trabalhar consigo. Passámos um momento muito agradável. De facto, gostei imenso… Estava tudo ótimo. Response (Resposta / reação)

Penso o mesmo. Ainda bem que achou interessante. Não há problema. Espero que tenha sido útil. Ainda bem que gostou.

More comments (Mais comentários) Em nome de todos, gostaria de dizer… Vai ser triste vê-lo partir. Lamentamos imenso ter de o ver partir. Future contacts (Futuros contactos) Esperamos vê-lo em breve. Tenho a certeza que nos veremos brevemente. Aguardo ansiosamente vê-lo no próximo mês. Mantém-te em contacto. Ligue-me da próxima vez que estiver em… Contact numbers (Números de contacto) Deixe-me dar-lhe o meu cartão (de contacto). Tem o meu número de telefone? Posso dar-lhe o meu endereço do escritório e o e-mail? Não tenho um cartão meu de momento. Dar-lhe-ei o meu número de telefone. Pode contactar-me em… Deixe-me dar-lhe o meu número pessoal / de casa. Goodbye (Despedida) Final comments (Comentários finais) Tenha uma boa viagem! Conduza com cuidado! Tenha uma boa viagem! Tenha um bom fim-de-semana! Tenha cuidado! Adeus!

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Final responses (respostas / reações finais)

Obrigado. Terei. Espero que sim! Você também! O senhor(a) também! O mesmo para si! Adeus!

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Travelling – How may I help you?

1. Complete this dialogue with your own ideas. You can use some of the

expression from the box below. Good morning, Royal Hotel, this is… speaking. How may I help you? Hello, … how can I help you? Who’s speaking, please? Hello, Reception. This is… speaking. Could you hold the line for a moment, please? I’ll put you through to… Could you say that again, please? Could you spell that for me, please? Could I call you back later?... What’s your number?

TRAVEL AGENT: Hello, Transworld Travel, this is…….. speaking. CLIENT: Hello, my name’s David Green. TRAVEL AGENT: ___________________________________________________________?

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CLIENT: well, I bought a flight ticket from Frankfurt to Mexico City from you last week and now I need to change the outward flight dare. TRAVEL AGENT: All right, I’ll just get your file. ___ _______________________________ ________________________________________________________________________? CLIENT: All right. TRAVEL AGENT: Yes, here it is. _______________________________________________ _________________________________________________________________________? CLIENT: Yes, the flight number is LH 414 and the date of travel is May 13 th. TRAVEL AGENT: __________________________________________________________? CLIENT: I want to depart on May 15 th now by the same flight. TRAVEL AGENT: All right, Mr. Green. __________________________________________ ________________________________________________________________________. CLIENT: I see. How long do you think it will take you to sort it out? TRAVEL AGENT: It may take a while. __________________________________________ ________________________________________________________________________? CLIENT: Yes, certainly. My number is 555 6789 – extension 449. TRAVEL AGENT: __________________________________________________________ ________________________________________________________________________? CLIENT: No, it’s four four nine. And can you call me back before 3 O’clock, please? TRAVEL AGENT: __________________________________________________________ _______________________________________________________________________. CLIENT: Good. I’ll hear from you soon, then. Thank you very much.

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TRAVEL AGENT: _________________________________________________________. CLIENT: Goodbye! At the hotel – vocabulary Study the following vocabulary.

Reservar – to book Reserva - booking, reservation

Tipos de Alojamento – Types of Accommodation

Quarto duplo – twin room Quarto simples – single room

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Quarto com cama de casal – double room Cama suplementar – extra bed

Quarto com casa de banho / chuveiro – room with a bathroom / shower


At the hotel – Useful sentences STUDY THE FOLLOWING INFORMATION.

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Taking a reservation by phone Role-play the following dialogue.

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Hotels and accommodation DID YOU HAVE A GOOD JOURNEY? 1. Work in pairs. Look at the illustration and discuss these questions: a. What is each person doing? What is going to happen next? b. Have you ever been in any of the situations shown? Tell your partners about your experiences. c. When was the last time you travelled to another country (or another part of your own country)? What did you do there?

2. Here are some expressions which can be used when meeting or being met. Read the short dialogues and highlight the parts you’d like to remember. Hello, are you Mr/Ms ___? I’m ________. Welcome to ___________ It’s a great pleasure to meet you. I’ve been looking forward to meeting you. How was your journey / flight? I think we’ll go to your hotel / our office first… … my car’s outside / we’ll take a taxi / we’ll take the airport bus. Can I take (one of) your bags? Can I help you with your luggage? I’ll just find a trolley / a porter for your bags. Is there anything you’d like to do before we…? Would you like a drink or something to eat before we…?

Sorry I’m so late – there was fog at Gatwick / an engine failure outside London / a traffic jam north of Florence. I hope you haven’t been waiting too long. Before we set off, I’d like to have a coffee / beer sandwich. I’d just like to make a quick phone call, if that’s all right. Very smooth / Not too bad / Pretty tiring / Absolutely exhausting!

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Reservations: writing 1. If you have to make a reservation of a particular hotel you know of, you can just send them a fax to book a room: FAX from Harry Meier Acme International Geneva Switzerland +41 22 731 91 91 To: Hotel Concorde, Toulouse, France

+33 61 95 78 76

Could I please book three single rooms with bath for the night of Monday 1 st April? We shall be arriving at approximately 8 p.m. Please confirm by return. Best regards, Vera Miller

2. Write an answer to the previous fax. __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________ __________________________________________________________________________

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Reservations – Role-playing

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Reservations – on the phone FILE 21 You are calling to book three rooms at the Rio Othon Palace Hotel or the Caesar Park Hotel from 9 to 15 May. BEFORE YOU START, look at the points below – make sure you cover all of them, Make notes during the call. 1. Introduce yourself (name and company). 2. Find out if any rooms are available from 9 to 15 May. Explain your requirements: the rooms are for yourself, Ms Castel and Mr. & Mrs Holzger (who require twin beds). 3. Find out the cost of single and double rooms. 4. Find out the difference between rooms at different prices. 5. Find out whether the rates include breakfast. 6. Book two doubles at the lower price and one at the higher price. 7. Ask for quiet rooms – preferably with a view of the sea. 8. Decide whether to have all three rooms with balcony + view. 9. Ask them to send you four copies of the hotel brochure. FILE 50 You are the Reservations Manager at the Rio Othon Palace Hotel or Caesar Park Hotel. BEFORE YOU START, look at the points below – make sure you cover all of them. Make notes during the call.

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Taking reservations by phone 1. Read, translate and role-play the following.

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Some useful vocabulary

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Dealing with a dissatisfied guest Role-play and translate the following dialogue.

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Dealing with complaints 1. What would you do? Comment the following situations with your partner.

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Taking payment at a register: dissatisfied customer 1. Read and translate the following.

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When tourists go shopping – vocabulary Read, analyse and translate the following. Types of shop

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Shopping vocabulary and parts of a shop.

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Fruit and vegetables - vocabulary

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Clothes – vocabulary Translate the following.

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Clothes – wordsearch

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When tourists go shopping – customer service Useful Shopping Phrases

Study the following. Role-playing: use the following sentences to create a customer service dialogue.

Finding a Shop Questions

Opening Hours Questions

Can you recommend a good

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What time do you open, please?

toy/clothes shop?

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What time do you close, please?

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Is there a chemists/supermarket in

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What are your opening hours?

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the area? Where can I get toothpaste/pet

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food? 

Where's the nearest shopping centre?

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Answers/Comments 

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There's a really good bookshop just around the corner.

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You can buy that here in the the hotel. The best toy shop is in the

We're open 24/7. (24 hours a day / 7 days a week)

Answers/Comments 

Are you open all day? Are you open on Sundays?

We're closed at lunchtime, between 12 and 2pm.

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We're open from 9am till 6pm, Monday to Friday.

shopping centre. 

The nearest one is a few miles away.

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Shopping for Clothes

Paying

Questions

Questions

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Could you help me, please?

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Do you take credit cards?

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Could you tell me where the

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Do you give credit?

................ department is?

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Do you have a loyalty card?

Excuse me, I'm looking for a ..........

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Does it have a warranty?

.

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Can I pay by cheque?

Is there somewhere I can try this

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Do you offer a cash discount?

on, please?

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Could I have a VAT receipt, please?

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Does it suit me?

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Could I leave my bags here and

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Do you have this in a

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(larger/smaller size) (different colour), please? 

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Do you do alterations? Do you have a refund policy? Is this in the sale?

Answers/Comments

pick them up later? Answers/Comments 

We take all the major credit cards.

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We only accept cheques with a cheque card.

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We are offering 6 months free credit with no deposit.

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It's too long / short.

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It's too tight / loose.

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The ladies / gents changing rooms

Sorry, no. Yes, certainly.

are over there. 

You can bring it back and exchange it or get a refund within 2 weeks if you keep the receipt.

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Dialogue Here we have two conversations. The first is between Mrs Smith and her younger son John at the shops. The second is between Mrs Smith and a shop assistant. It's Saturday morning and Mrs. Smith is going shopping. Mrs S:

John, I'm going to the shops. Is there anything you want?

John:

Yes please! Can you pick up my magazine from the newsagents?

Mrs S:

Of course. Do you want to come with me?

John:

No way, I'm going round to Mike's house, sorry.

Mrs S:

No problem. I'll be about an hour, be home by 5 o'clock at the latest.

John:

O.K. I'll see you later.

A bit later...... Mrs S:

John are you home?

John

Yes mum, I'm up stairs.

Mrs S:

Come down here, I bought you a new Nike T-shirt, I want you to try it on.

John

Nike? Great I'm coming!

A few minutes later..... Mrs S:

Well, does it fit?

John

I think it's a bit too small.

Mrs S:

Let's have a look. Hmmm, I think you've grown again!

John

I can't wear it though.

Mrs S:

Do you like it?

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John

Yeah, it's a nice colour.

Mrs S:

I'll take it back to the supermarket and see if I can change it.

Mrs Smith had bought a nice new T-shirt for John, but when he tried it on it didn't fit. It's Saturday evening and Mrs Smith has to return the T-shirt. Mrs S:

Excuse me, can you help me?

Shop Assistant

Yes of course, what can I do for you?

Mrs S:

I bought this T-shirt for my son this afternoon, but it doesn't fit him, it's too small.

Shop Assistant

Do you want to change it or get a refund?

Mrs S:

I'd like to change it for a larger size. Do you have these in large?

Shop Assistant

I'll just check. Let's see, yes we have large or extra large, and which would you prefer?

Mrs S:

I think large will be fine, it's for my son.

Shop Assistant

That's fine; if it doesn't fit just bring it back again. If you take it to the customer service desk, they'll sort it all out for you.

Mrs S:

Thank you. Just as a matter of interest do you give refunds?

Shop Assistant

Yes, of course. You can bring any clothing items back up to three weeks after purchase, but you must keep the receipt.

Mrs S:

I see. Thanks again.

Shop Assistant: You're welcome.

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Shopping – Customer Service

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Read the following dialogue and role-play it with a partner.

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When tourists get injured and go to the hospital - vocabulary Portuguese Vocabulary – Health o acidente n. accident a alergia n. allergy a ambulância n. ambulance a anca n. hip o antibiótico n. antibiotic a asma n. asthma o ataque cardíaco heart attack a barriga n. belly, tummy a bexiga n. bladder o bigode n. moustache a boca n. mouth a bolha n. blister o braço n. arm a bronquite n. bronchitis a cabeça n. head o cabelo n. hair a cadeira de rodas wheelchair o calcanhar n. heel o cancro n. cancer cego adj. blind o cérebro n. brain chorar v. to cry, to weep a cicatriz n. scar a cintura n. waist a cirurgia n. surgery o comprimido n. tablet, pill constipar-se v. to catch/get a cold o coração (-ões) n. heart o corpo n. body as costas n. back o cotovelo n. elbow a coxa n. thigh

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o crânio n. skull curar v. to cure o dedo n. finger o dedo do pé toe deixar de fumar to give up smoking, to stop/quit smoking descansar v. to rest desmaiar v. to faint o diagnóstico n. diagnosis a doença n. illness, disease doente adj. ill, sick o/a doente n. patient doer v. to hurt, to ache doloroso adj. painful a dor de cabeça headache a dor de dentes toothache a dor de garganta sore throat a dor (-es) n. pain, ache a dor nas costas backache dorido adj. sore a dose n. dose a droga n. drug o efeito colateral side effect a epidemia n. epidemic a espinha dorsal spine, backbone o esqueleto n. skeleton o estômago n. stomach fazer exercício to (take) exercise, to do/get some exercise ferido adj. injured; wounded fraco adj. weak o furúnculo n. boil a garganta n. throat grávida adj. pregnant a gripe n. flu, influenza

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infeccioso adj. infectious

Helping a guest who is injured

Read and role-play the following.

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Getting medical care for a guest Read, translate and role-play the following.

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Anexos

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Travelling – taking a booking / booking forms Analyse the following documents.

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Reservation form

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Booking – writing

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2. You work in Reservations at the Castle Lodge Hotel. The manager gives you the following instructions. Read them and complete the fax below. “Could you send a fax to Imperial Chemicals? Thank them for the two bookings and say they’ll be fine. You’d better quote the standard prices first, including half-board, service charges, and taxes – that’s $165 and $85 a night. I think we usually give them 10% discount, so work out what it comes to and put the total at the end.”

CASTLE LODGE HOTEL Date: _________________________ From: Reservations To: ___________________________ Attention: ________________________________________________________ Thank you for_______________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________ ___________________________________________________________________

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Bibliografia: A. A. V. V., Business English, living language, for speakers of any language , New York, Random House Company, 2005 – CD-ROM. A. A. V. V., Dicionário de Inglês para Principiantes , s.l., Editorial Verbo, 2001. A. A. V. V., Cartas Comerciais em Inglês , Porto, Porto Editora, 1998. BLAKE, Gary, Quick Tips for Better Business Writing , New York, McGraw-Hill, Inc., 1995. BLAKE, Gary; BLY, Robert W., The Elements of Business Writing , New York, Collier Books, 1992. DIGNEN, Bob, Communicating in Business English , New York, Compass Publishing, 2003. DIGNEN, Bob, Communicating in Business English , New York, Compass Publishing, 2003 – CD-ROM. DUCKWORTH, Michael, High Season, English for the Hotel and Tourist Industry , Oxford, Oxford University Press, 2009. HARDING, Keith; HENDERSON, Paul, High Season, English for the Hotel and Tourist Industry , Oxford, Oxford University Press, 2008. HOLLET, Vicki, Quick Work: A Short Course in Business English , Oxford, Oxford University Press. HOLLET, Vicki, Quick Work: A Short Course in Business English , Oxford, Oxford University Press – CD-ROM.

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Manual Ufcd 0354 - Língua Inglesa - Atendimento

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