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INGLÊS TÉCNICO 0354 – – LÍNGUA INGLESA - ATENDIMENTO UNIDADE 0354
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Língua Inglesa - Atendimento
Índice
Introdução / Enquadramento .................................................................................
Referencial de Língua Inglesa - Atendimento .......................... ............. .......................... .......................... .................... .......
Who are you? – you? – personal personal information .......................... ............. .......................... .......................... .......................... ................. ....
Personal Information – Information – to to remember ......................................................................
Customer Service – Service – some some rules before starting ........................................................
Welcoming – Welcoming – being being friendly and polite po lite......................... ............ .......................... .......................... .......................... ................. ....
Customer Service – Service – Helpful Helpful sentences .....................................................................
Customer Service – Service – on on the phone – phone – face face to face - Translation .......................... ............. ...................... .........
Travelling – Travelling – How How may I help you? ........................... .............. .......................... .......................... .......................... ..................... ........
At the hotel – hotel – vocabulary vocabulary .......................................................................................
At the hotel – hotel – Useful Useful sentences ..............................................................................
Taking a reservation by phone ...............................................................................
Hotels and accommodation ....................................................................................
Reservations: writing .............................................................................................
Sign up to vote on this title Reservations – Reservations – Role-playing Role-playing ...................................................................................
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Reservations – Reservations – on on the phone ..................................................................................
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Língua Inglesa - Atendimento
Índice
Introdução / Enquadramento .................................................................................
Referencial de Língua Inglesa - Atendimento .......................... ............. .......................... .......................... .................... .......
Who are you? – you? – personal personal information .......................... ............. .......................... .......................... .......................... ................. ....
Personal Information – Information – to to remember ......................................................................
Customer Service – Service – some some rules before starting ........................................................
Welcoming – Welcoming – being being friendly and polite po lite......................... ............ .......................... .......................... .......................... ................. ....
Customer Service – Service – Helpful Helpful sentences .....................................................................
Customer Service – Service – on on the phone – phone – face face to face - Translation .......................... ............. ...................... .........
Travelling – Travelling – How How may I help you? ........................... .............. .......................... .......................... .......................... ..................... ........
At the hotel – hotel – vocabulary vocabulary .......................................................................................
At the hotel – hotel – Useful Useful sentences ..............................................................................
Taking a reservation by phone ...............................................................................
Hotels and accommodation ....................................................................................
Reservations: writing .............................................................................................
Sign up to vote on this title Reservations – Reservations – Role-playing Role-playing ...................................................................................
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Reservations – Reservations – on on the phone ..................................................................................
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Língua Inglesa - Atendimento
Shopping vocabulary and parts of a shop. ...............................................................
Fruit and vegetables - vocabulary ...........................................................................
Clothes – Clothes – vocabulary vocabulary .............................................................................................
When tourists go shopping – shopping – customer customer service ........................................................
When tourists get injured and go to the hospital - vocabulary vo cabulary .......................... ............. ...................... .........
Helping a guest who is injured ...............................................................................
Getting medical care for a guest .............................................................................
Anexos .......................... ............. ......................... .......................... ........................... .......................... .......................... .......................... ..................... ........
Travelling – Travelling – taking taking a booking / booking forms .........................................................
Reservation form...................................................................................................
Booking – Booking – writing writing ..................................................................................................
Bibliografia: ..........................................................................................................
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Língua Inglesa - Atendimento
Introdução / Enquadramento
Este manual de Língua Inglesa - Atendimento visa ilustrar e fundamentar a aquisiç aperfeiçoamento de competências por parte dos formandos cujo intuito é aumentar qualificação profissional (e escolar na aprendizagem de uma língua estrang encontrando, assim, respostas para as necessidades do tecido empresarial local.
Desta forma, propomo-nos a mostrar seguidamente, através de algumas fichas-ex (que podem ser adaptadas consoante as necessidades do público-alvo), informação te sugestões de atividades e alguns modelos de exercícios práticos a serem utilizado sessões ministradas, que permitirão um adequado desenvolvimento do perfil de profici proposto no referencial de competências-chave ação. You're Reading a desta Preview Unlock full access with a free trial.
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Língua Inglesa - Atendimento
Referencial de Língua Inglesa - Atendimento
Objetivos
Aplicar vocabulário específico da língua inglesa, na comunicação verbal com c estrangeiros, no processo de atendimento. Conteúdos
Linguagem específica aplicada às diferentes fases do Atendimento, nas ver orais e escritas Expressões idiomáticas You're Reading a Preview Unlock full access with a free trial.
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Who are you? – personal information
Role-playing: put your students working in pairs, asking questions to each other. Th 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. Bein discuss your personality with your colleague. The following questions may 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? You're Reading a Preview 5. What colour is your hair?Unlock full access with a free trial. 6. What colour are your eyes? Download With Free Trial 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? Sign up to vote on this title Useful Not useful 12. Who are you? Choose adjectives to describeyourself.
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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 you 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 You're Reading a Preview Marital Status - ________________ A. How old are you? – _____________________ Unlock full access with a freeAddress trial. B. 36 Phone nº. - ____________________ A. Are you married? Download With Free Trial Nationality – ________________ B. No, I’m not.
Job – _________________________
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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 profiss Endereço? (Número de) telefone?) How old are you? (Que idade tem? / Quantos anos 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 You're Reading a Preview
His / her birth name is _________________ and his / her family name(s) Unlock full access with a free trial. is/are __________________________________. Download With Free Trialyears old and he/she is He’s / She’s _______________________ from_____________________ (birthplace). He/She is a/ an __________________________________(job). He/She works for _______________________________ (company) / in _______________________________ (place). Sign up to vote on this title He/She lives in ________________________ (address). Useful Not useful His / her (mobile) phone number is
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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 timeReading your partners You're a Previewwent to a restaurant, a caf a shop. Discuss this questions: Unlock full access with a free trial.
Withthe Free Trial a. How helpful and Download friendly were staff members? b. What did the staff do to make you feel welcome? What did they say to c. Would you recommend each place to a friend? Why? / Why not?
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2. Cross out the sentences that might sound unfriendly or impolite lik Useful Not useful one crossed out.
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3. PRONUNCIATION. Read the following three model dialogues. Pra them, taking it in turns to play the roles of the CLIENT and a frie 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. You're Reading a Preview Certainly, sir.
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Good afternoon, madam. How may I help Useful Not useful I’d like to book a table for this evening, ple
Certainly, madam. What time would you like i
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Customer Service – Helpful sentences Study and solve this handout.
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5.
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6.
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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… You're Reading a Preview full access with a free trial. terceiros) Introducing anotherUnlock person (Apresentando Posso apresentá-lo a…? Download With Free Trial Sr. … este é o Sr. … Conhece a Srª. …? Bob, conheces o Bill?
Polite offers (Oferecer-se para Sign ajudar) up to vote on this title Posso guardar o seu casaco? Useful Not useful Precisa de ajuda (com isso)?
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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…
You're Reading a Preview Closing the introduction (Encerrar a apresentação /conversa inicial Muito bem. Vamos então negociar. Unlock full access with a free trial. Download With Free Trial
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Língua Inglesa - Atendimento
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 maiswith tarde? Unlock full access a free trial. Deveremos fazer um intervalo? Fazemos um intervalo (agora)? Querem /Quer / Queres um Download intervalo? With Free Trial You're Reading a Preview
A thank you (Agradecer) Muito obrigado pela sua ajuda. Surprising news (Novidades surpreendentes) O mercado de valores (ações) subiu dez por cento esta manhã. Sign up to vote on this title Useful Not useful Bad news (Más Notícias) Tive de cancelar as nossas férias à Tailândia. A minha tia está doente.
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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 deYou're o verReading partir. a Preview Future (Futuros Unlockcontacts full access with a free trial. contactos) Esperamos vê-lo em breve. Tenho a certeza que nos veremos brevemente. Download With Free Trial 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? up to vote on this title Posso dar-lhe o meu endereço do escritório e oSign e-mail? Useful Not useful Não tenho um cartão meu de momento. Dar-lhe-ei o meu número de telefone.
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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 o
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… You're Reading a Preview Unlock full access with a free trial.
Could you say that again, please?
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Could you spell that for me, please?
Could I call you back later?... What’s your number?
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CLIENT: well, I bought a flight ticket from Frankfurt to Mexico City from you last wee 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.
a Preview TRAVEL AGENT: All right, Mr. You're Green.Reading ______________________________________ Unlock full access with a free trial.
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CLIENT: I see. How long do you think it will take you to sort it out?
TRAVEL AGENT: It may take a while. ______________________________________
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CLIENT: Yes, certainly. My number is 555 6789 – extension 449.
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TRAVEL AGENT: _______________________________________________________
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TRAVEL AGENT: _______________________________________________________ CLIENT: Goodbye! At the hotel – vocabulary Study the following vocabulary.
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Reservar – to book
Unlock full access with a free trial. Reserva - booking, reservation
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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 your experiences. c. When was the last time you travelled to another country (or another p your own country)? What did you do there?
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2. Here are some expressions which can be used when meeting or being
Read the short dialogues and highlight the parts you’d like to remem
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…
Sorry I’m so late – ther fogonatthis Gatwick / an eng Sign up to vote title failure outside London Not useful Useful traffic jam north of Flor I hope you haven’t bee
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Reservations: writing
1. If you have to make a reservation of a particular hotel you know of, you can jus 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 Apr shall be arriving at approximately 8 p.m. Please confirm by return. Best regards, Vera Miller
2. Write an answer to the previous fax. a Preview You're Reading ______________________________________________________________________ Unlock full access with a free trial. ______________________________________________________________________ Download With Free Trial ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ Sign up to vote on this title ______________________________________________________________________ Useful Not useful ______________________________________________________________________
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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 from 9 to 15 May. BEFORE YOU START, look at the points below – make sure you cover all of t 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 requiremen 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. You're Reading a Preview
FILE 50
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Download With Free Trial You are the Reservations Manager at the Rio Othon Palace Hotel or Caesar Park Hote BEFORE YOU START, look at the points below – make sure you cover all of t 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
What time do you open, please?
toy/clothes shop?
What time do you close, please?
Is there a chemists/supermarket in
What are your opening hours?
the area? Where can I get toothpaste/pet
food?
Where's the nearest shopping centre?
Answers/Comments
There's a really good bookshop just around the corner.
You can buy that here in the the hotel.
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 Not9am usefultill 6pm, Useful Monday to Friday.
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Shopping for Clothes
Paying
Questions
Questions
Could you help me, please?
Do you take credit cards?
Could you tell me where the
Do you give credit?
................ department is?
Do you have a loyalty card?
Excuse me, I'm looking for a ..........
Does it have a warranty?
.
Can I pay by cheque?
Is there somewhere I can try this
Do you offer a cash discount?
on, please?
Could I have a VAT receipt, please?
Does it suit me?
Could I leave my bags here and
Do you have this in a
pick them up later?
(larger/smaller size) (different colour), please?
You're Reading Answers/Comments a Preview
trial. Do you do alterations?Unlock full access with a free We take all the major credit cards.
Do you have a refund Download policy? With FreeWe only accept cheques with a Trial Is this in the sale? cheque card.
Answers/Comments
We are offering 6 months free credit with no deposit.
It's too long / short.
It's too tight / loose.
The ladies / gents changing rooms are over there.
Sorry, no. Signcertainly. up to vote on this title Yes,
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Dialogue
Here we have two conversations. The first is between Mrs Smith and her younger son 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.
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A bit later......
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Mrs S:
John are you home? Download With Free Trial
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
John
Nike? Great I'm coming!
A few minutes later.....
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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 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 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 you prefer?
Mrs S:
I think large will be fine, it's for my son.
Shop Assistant
up to vote on this title take it to t That's fine; if it doesn't fit just bringSign it back again. If you Useful Not useful customer service desk, they'll sort it all out for you.
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Shopping – Customer Service
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 You're Reading a Preview a cabeça n. head Unlock full access with a free trial. o cabelo n. hair Download With Free Trial 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 Sign up to vote on this title a cicatriz n. scar Useful Not useful a cintura n. waist
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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 You're Reading a Preview a dor (-es) n. pain, ache Unlock full access with a free trial. a dor nas costas backache dorido adj. sore Download With Free Trial a dose n. dose a droga n. drug o efeito colateral side effect a epidemia n. epidemic a espinha dorsal spine, backbone Sign up to vote on this title o esqueleto n. skeleton Useful Not useful o estômago n. stomach fazer exercício
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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 y the following instructions. Read them and complete the fax below.
“Could you send a fax to Imperial Chemicals? Thank them for the two booking say they’ll be fine. You’d better quote the standard prices first, including half-b service charges, and taxes – that’s $165 and $85 a night. I think we usually gi
them 10% discount, so work out what it comes to and put the total at the end
CASTLE LODGE HOTEL Date: _________________________ From: Reservations To: ___________________________ You're Reading a Preview Unlock full access with a free trial. Attention: ________________________________________________________
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Thank you for______________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________
_________________________________________________________________ Sign up to vote on this title
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Bibliografia:
A. A. V. V., Business English, living language, for speakers of any language 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-Hil 1995. BLAKE, Gary; BLY, Robert W., The Elements of Business Writing , New York, Books, 1992. You're Reading a Preview
DIGNEN, Bob, Communicating in Business English , New York, Compass Publ 2003.
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DIGNEN, Bob, Communicating in Business English , New York, Compass Publ 2003 – CD-ROM.
DUCKWORTH, Michael, High Season, English for the Hotel and Tourist Ind Sign up to vote on this title Oxford, Oxford University Press, 2009.
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HARDING, Keith; HENDERSON, Paul High Season, English for the Hot
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