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Inglês Técnico 5445 - Língua inglesa – Relações Laborais - Aprofundamento
INGLÊS TÉCNICO UNIDADE
3492 – ATENDIMENTO – INGLÊS TÉCNICO
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Atendimento – Inglês Técnico
Índice
Introdução / Enquadramento .....................................................................................................................
Referencial de Inglês Técnico ......................................................................................................................
Diagnostic Test ..................................................................................................................................................
To remember: Useful, daily and class expressions ............................................ ...................... ........................................... ................................ ...........
Alphabet, pronunciation pronunciation and spelling ........................................... ..................... ............................................ ............................................ .................................... ..............
Motivational activity .......................................................................................................................................
Customer Service – definition .....................................................................................................................
Characteristics Characteristics of Good Customer Service Service ............................................................ ...................................... ............................................ ................................ ..........
First Impressions Exercise ...........................................................................................................................
Welcoming – being friendly and polite......................................... ................... ............................................ ............................................ .................................... ..............
First impressions – presenting yourself (grammar exercise) ........................................ ................... ..................................... ................
Customer service – some rules ...................................................................................................................
Motivational Activity .......................................................................................................................................
Customer Service Vocabulary Vocabulary......................................... ................... ............................................ ............................................ ........................................... ................................ ...........
Tourism and Nature.........................................................................................................................................
Taking a reservation by phone phone........................................... ..................... ........................................... ........................................... ........................................... ............................. ........ Sign up to vote on this title
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Hotel Vocabulary ..............................................................................................................................................
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Atendimento – Inglês Técnico
Customer service – when tourists go shopping shopping .......................................... ..................... ........................................... ......................................... ...................
When tourists get injured and go to the hospital – vocabulary......................................... .................... ................................. ............
Customer service – getting medical care for a guest ............................................ ...................... ........................................... .............................. .........
Types of customer customer complaints - examples ......................................... .................... ........................................... ............................................ ............................. ....... A Suggested Customer Complaint Complaint Procedure (face-to-face) ................................... ......................
Motivational Activity .......................................................................................................................................
Dealing with complaints ...............................................................................................................................
Dissatisfied customer .....................................................................................................................................
Dealing with several complaints – at the restaurant ........................................... ..................... ........................................... .............................. .........
Complaints – on the phone ...........................................................................................................................
Taking payment at a register: dissatisfied customer........................................... ..................... ........................................... ............................. ........
Motivational Activity ......................................................................................................................................
Grammar Index .................................................................................................................................................
The Present Continuous ................................................................................................................................
Exercises with the Present Present Continuous ............................................ ...................... ............................................ ............................................ ................................ ..........
The future in English ......................................................................................................................................
Going to Future .................................................................................................................................................
Will- Future ........................................................................................................................................................
Going To- Future .............................................................................................................................................. Sign up to vote on this title
Exercises with the Simple Present and the Simple Future ........................................... ..................... ........................................ ..................
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Quantifiers ..........................................................................................................................................................
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Atendimento – Inglês Técnico
The Past Continuous - rules .........................................................................................................................
Past Continuous Continuous – exercises ........................................................................................................................
Present Perfect – rules ...................................................................................................................................
Present Perfect – exercises ..........................................................................................................................
Past Perfect – rules ..........................................................................................................................................
Past Perfect – exercises .................................................................................................................................
How to use “Would” ........................................................................................................................................
If clauses (conditionals) (conditionals) – rules .................................................................................................................
Bibliografia .........................................................................................................................................................
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Atendimento – Inglês Técnico
Introdução / Enquadramento
Este manual de Atendimento - Inglês Técnico visa ilustrar e fundament desenvolvimento de competências específicas da língua inglesa técnica, nomeadamente na de receção e atendimento a clientes, através da análise de documentos, visionamento pequenos vídeos e/ou documentários, leitura de artigos (entre outros), por parte formandos cujo intuito é aprender e aperfeiçoar a sua aprendizagem na língua estrang Desta forma, encontrarão respostas para as suas necessidades quotidianas e profissiona em simultâneo, aprenderão a comunicar em língua estrangeira de maneira adequada.
Assim sendo, o presente manual servirá de referência para o desenvolvimento conhecimentos em Inglês Intermédio e Avançado, servindo os seguintes documentos poderão ser adaptados consoante as necessidades do público-alvo), como exemplo informação teórica e prática a ser ministrada nas sessões, o que permitirá um adequ desenvolvimento do perfil de proficiências proposto no referencial de competências-chave d unidade.
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Atendimento – Inglês Técnico
Referencial de Inglês Técnico
Unidade 3492 - Atendimento – Inglês Técnico (50h)
Objetivos
Aplicar vocabulário técnico de conversação, na atividade de assistência ao cliente língua inglesa.
Conteúdos o
Língua inglesa - serviço de atendimento
Atendimento de clientes Terminologia técnica
Queixas e reclamações
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Atendimento – Inglês Técnico
Diagnostic Test SECTION 1 – WORDS OFTEN CONFUSED A. Underline the word in parentheses that is correct. 1. I’m getting (to, too) much sleep right now.
2. I watch (alot, allot, a lot) of T.V. 3. That bear could (have, of) eaten me, but it just j ust stared for a minute and then walked on into the night. 4. It’s been (quiet, quite) around here tonight. 5. (Their, They’re, There) is not much that we can do about the problem until
the rain stops. 6. She is taller (then, than) she was last year, but she still considers herself a shrimp.
SECTION 2 – APOSTROPHES
B. Underline the word in parentheses that has the correct use of apostrophe. Sign up to vote on this title
Useful Not useful 1. (I’am, I’m) afraid of running over toads with the lawn mower.
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Atendimento – Inglês Técnico
SECTION 3 — FINDING SUBJECTS AND VERBS C. Underline the subject once and the verb twice.
1. All day long I thought about the way I write. 2. In the College of Life, there are too many requirements. 3. The collection plate was passed by a small, pale p ale man.
SECTION 4 — GETTING RID OF RUN-TOGETHER SENTENCES
D. In the space to the left, mark S if the item is a sentence, corre punctuated. If the item is a run-together run -together sentence, mark RT in the space.
1. _____ Early in May, warblers migrate through through southern Michigan, there are dozens of species singing and flying from tree to tree. 2. _____ If you like Baroque music music and chocolate chip ice cream, you will love the Harpsichordists’ picnic, and you ought to plan pl an to come.
3. _____ Many new cars feature feature fuel injection, substituting a small computer for a carburetor.
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4. _____ Women sang the songs men hummed hummed the tunes.
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SECTION 5 — GETTING RID OF FRAGMENTS
E. In the space to the left, mark S if the item is a sentence. If the item fragment, mark F in the space.
1. _____ Keep trying. 2. _____ Because I have have watched the legislature in session and I know how inattentive most of the representatives are. 3. _____ While we have a good life, others are staring staring mad-eyed at the moon. 4. _____ Powdered milk biscuits – in the big blue box with a picture of a biscuit on the cover.
SECTION 6 — USING STANDARD ENGLISH VERBS
F. Underline the word in parentheses that is the standard English usage.
1. He came this morning, but he had (did done) his work already. 2. She (don’t doesn’t) always listen to me. 3. The coach (insist insists) that I do ten belly flops.
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SECTION 7 — MAKING SUBJECTS, VERBS AND PRONOUNS AGREE
G. Choosing the right pronoun. Underline the word in parentheses that is correct usage. 1. Each of the birds (take 2. The committee (is 3. (We
takes) its turn in the nest.
are) meeting in the big rowboat.
Us) brothers decided to throw a big party for our father.
4. In racquetball savvy, you are about as far from from being a genius genius as (she
her).
SECTION 8 — AVOIDING SHIFTS IN TIME AND PERSON
H. Rewrite and correct the following sentences.
1. After he wrote the first three essays, he discovers he is in the wrong wrong class. 2. I love Michigan because you see so many different kinds of clouds in the sky.
SECTION 9 — COMMAS
I. Put the commas in the right place.
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Atendimento – Inglês Técnico
SECTION 10 — CUSTOMER SERVICE
J. Choose the three correct sentences for a good welcoming in custo service.
1. Good morning, Sir. What do you want? 2. Good morning, madam. Can I help you? 3. Hi! Do you want anything? 4. Melissa Speaking from General Motors, can I help you sir? si r? 5. Do you want anything from me? 6. Can I bring you a coffee, sir, while you’re waiting? 7. A coffee for you? 8. You need help, hein?
K. Order the following dialogue. Hello, good morning. This is Jessica from the restaurant “Three at the table”. Can I speak to Mr. Brown, Br own, please? Of course. I will wait a moment, then. Sure, madam. Can you please hold the line? I’m afraid Mr. Brown isn’t available at the moment. Do you want to leave a
message?
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Good morning, Madam. This is Cathy from Crystal Tableware.
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Atendimento – Inglês Técnico
To remember: Useful, daily and class expressions
1. Read and study the following information.
Portuguese
English Greetings / Saudações
Olá!
Hello, Hi!
Bom dia!
Good morning!
Boa tarde!
Good afternoon!
Boa noite!
Good evening!
Boa noite! (na hora de ir deitar)
Good night!
Como está(s) / estão hoje?
How are you today? (AmE) How do you do? (BrE)
Estou bem.
I’m fine!
Estou doente.
I’m sick.
Estou muito bem.
I’m very well. Sign up to vote on this title
Não estou muito bem.
I’m very well. Useful Not useful not
Tenho uma terrível dor de cabeça.
I’ve got a terrible headache.
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Atendimento – Inglês Técnico
Farewell / Despedir-se Adeus!
Goodbye! Bye! Bye, bye! Farewell!
Até depois!
See you later!
Até breve!
See you in a while!
Communication / Comunicação Eu não entendo!
I don’t understand!
O que faço agora?
What can I do now?
Esta frase está correcta?
Is this sentence right?
Ouçam-me! Ouve-me!
Listen to me!
Prestem /presta atenção!
Pay attention!
Posso…?
May I ...?
Sim, pode(s).
Yes, may. Signyou up to vote on this title
Não, não pode(s).
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No, you may not.
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Atendimento – Inglês Técnico Não faça(s) isso!
Don’t do that!
Esteja / está quieto /silencioso!
Be quiet!
Posso responder?
May I answer?
Posso tentar?
Can I try?
Posso trocar de lugar?
Can I change places?
Peço desculpa por estar atrasado(a).
I’m sorry I’m late.
Isto está correto?
Is this right?
In the classroom / na sala-de-aula sala -de-aula O que é que fizemos a aula passada?
What did we do last lesson?
Alguém me pode emprestar uma caneta / um lápis?
Can someone lend me a pen / a pencil
Pode desviar-se, se faz favor?
Can you step aside, please?
Posso apagar o quadro?
May I clean the board?
Posso entrar?
May I come in?
Posso ir afiar o meu lápis?
May I sharpen my pencil?
Posso ir ao sanitário (wc/casa-de-banho), se faz favor?
May I go to the toilet, please?
Sente-se! Senta-te! Sentem-se!
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Vamos começar a aula.
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Let’s start the lesson.
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Atendimento – Inglês Técnico
Alphabet, pronunciation and spelling
1. Do you know how to spell your name and surname? Study the pronuncia of the English Alphabet below and then present yourself according to example given. Example: Hello, my name is Mary Brown. M-A-R- Y … B -R-O-W-N. -R-O-W-N.
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Atendimento – Inglês Técnico
2. If your name or surname has accents or other marks, study and use following.
Notes:
________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________ 3. Study the punctuation below.
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Numbers and Mathematics
101 – a hundred and one 102 - a hundred and two
CARDINALS
1 – one 2 – two 3 – three 4 – four 5 – five 6 – six 7 – seven 8 – eight 9 – nine 10 – ten 11 – eleven 12 – twelve 13 – thirteen 14 – fourteen 15 – fifteen 16 – sixteen 17 – seventeen 18 – eighteen 19 – nineteen 20 – twenty 21 – Twenty-one (…) 30 – thirty 31 – Thirty-one (…) 40 – forty 41 – forty-one (…) 50 – fifty 60 – sixty 70 – seventy 80 – eighty 90 – ninety 100 – a hundred
(…)
154 – a hundred and fifty-four (…)
200 – two hundred 201 – two hundred and one 300 – three hundred
40th – fortieth 50th – fiftieth 60th – sixtieth 100th – hundred 1000th – thousa 1.000.000th - m
(…)
five
1000 – a thousand 1001 – a thousand and one 1025 – a thousand and twentyORDINALS
1st – first (st) 2nd – second (nd) 3rd – third (rd) 4th – fourth (th) 5th – fifth (th) 6th – sixth (th) 7th – seventh 8th – eighth 9th – ninth 10th – tenth 11th – eleventh 12th – twelfth 13th – thirteenth 14th – fourteenth 15th – fifteenth 16th – sixteenth 17th – seventeenth 18th – eighteenth 19th - nineteenth Sign up to vote on this title 20th – twentieth (th)Useful Not useful st 21 – twenty-first 22nd – twenty-second
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Mathematics Examples:
5+5=? (What’s five plus five? It’s ten.)
6 – 3 = ? (What’s six minus three? It’s three.) t hree.)
4x7=? -eight.) (What’s four times seven? It’s twenty -eight.)
8:4=? (What’s eight divided by four? It’s two.) What’s…?
a) 2 x 4 = ____________________________________________________________________ __________________________________________________________________________
b) 12 : 3 = 3 = ___________________________________________________________________ __________________________________________________________________________
c) 40 – 6 = 6 = ___________________________________________________________________ __________________________________________________________________________
d) 32 + 7 = 7 = ___________________________________________________________________ __________________________________________________________________________
e) 86 – 9 = 9 = ___________________________________________________________________ Sign up to vote on this title __________________________________________________________________________
f)
50 x 5
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Motivational activity 1. Watch the following video and try to discuss the following:
What is customer service? Was this video an example of a good or a bad customer service? Why? Does anyone behave badly? Justify Video 1 - «Seinfeld Customer Service Example»
In https://www.youtube.com/watch?v=2xqkpP59UgM Sign up to vote on this title
Notes:
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Customer Service – definition
What is customer service? 1. Read and compare the following definitions.
Definition 1
Customer service is the provision of service to customers before, during and aft purchase. According to Turban et al. (2002), "Customer service is a series of activities desig to enhance the level of customer satisfaction – that is, the feeling that a product orservice Sign up to vote on this title met the customer expectation." Useful Not useful
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sense, an organization that values good customer service may spend more money in trai employees than average organization, or proactively interview customers for feedback.
(Wik
Definition 2
Customer service is the act of taking care of the customer's needs by providing delivering professional, helpful, high quality service and assistance before, during, and after customer's requirements are met.
(http://education-portal.com/academy/lesson/what-is-customer-service-definition-types-role-in-marketing.html#
Definition 3
'Customer service (is) the ability of an organization to constantly and consiste exceed the customer's expectations.' In other words, customer service is meeting the ne and desires of any customer.
(http://education-portal.com/academy/lesson/what-is-customer-service-definition-types-role-in-marketing.html#
2. Now, define in your own words what customer service is.
______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______ ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______ ______________________ _________________________________ ________________________ ________________________ _________________________ __________________ ____ Sign up to vote on this title _______________________ __________________________________ _______________________ _______________________ ________________________ __________________ _____ Useful Not useful ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______
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Characteristics of Good Customer Service
1. Read and discuss the following characteristics. Article 1 Promptness: Promises for delivery of products must be on time. Delays cancellations of products should be avoided.
Politeness: Politeness is almost a lost art. Saying 'hello,' 'good afternoon,' 'sir', 'thank you very much' are a part of good customer service. For any business, a 'thank yo Sign up to vote on this title appropriate whether the customer makes a purchase or not.
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Professionalism: All customers should be treated professionally. Using
characteristic of good customer service shows the customer that you really care about them
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Article 2
A Description of Excellent Customer Service by Amanda C. Kooser, Demand M
Customer service sets great businesses apart from the rest. Customers are the rea that businesses exist. Keeping those customers happy means being responsive to their ne and wants. A good customer service experience can turn a one-time customer into a life
repeat customer. People like to share their good experiences. Excellent customer service turn into positive word of mouth. Proactive Customer Service
Customer service should come into play long before any problems or issues a Anticipate service issues that may occur. o ccur. For example, you can offer manuals for products you sell, include troubleshooting tips on your website, offer a FAQ section and make sure customer service contacts are prominently available for online and real world customers. M yourself or your employees available to answer questions and help lead customers to products or services that best fit their needs. Keep prices reasonable so that customers they are getting a good value. Employees
Excellent customer service starts with the business owner, but involves all of employees in an organization. Conduct special training sessions dedicated to customer se up toa vote this title so that your employees know how to handle themselves,Sign keep coolonhead, answer com Useful Not useful questions and know who to refer more complex issues to. Empower employees to pro strong customer service by giving them the skills to work well w ell with customers.
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you can improve within your business, then take the criticism to heart and work to make matter better. Let the customer know what steps you are taking to remedy the situation. s ituation.
Personal Touch
Approach your customers on a personal level. This may start with a smile when walk in the door and end with a "Thank you for your business." when they leave. Taking interest in your clients' lives outside of the walls of your business shows that you
about them as customers and as people. This sort of interaction fosters a sense of loyalty can help you better understand what motivates your customers. Even if you primarily deal customers electronically, you can still take the time to get to know them better as you w with them over email and the phone. Send a coupon for a birthday or check in with a cl about how his vacation went.
Reliability
Customer service is an ongoing proposition that should radiate from the owner on d to each employee. Offering excellent customer support includes showing that your busine reliable and consistent over time. Explore new methods of connecting with customers. Con regular training sessions with employees and formally recognize workers who have don particularly good job dealing with customers. Conduct surveys and speak with customers o informal basis about what you can do to improve service or go the extra mile.
Sign up to vote on this title In http://smallbusiness.chron.com/description-excellent-customer-service-208 Useful Not useful
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1. Would you add any other characteristics to a good customer serv Which ones and why?
______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______ ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______ _______________________ __________________________________ _______________________ _______________________ ________________________ __________________ _____ ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______ ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______
______________________ __________________________________ _________________________ ________________________ _______________________ _________________ _____ ______________________ _________________________________ ________________________ _________________________ _________________________ _________________ ____ ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______ ______________________ _________________________________ ________________________ _________________________ _________________________ _________________ ____ ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______ ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______ ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______ ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______ ______________________ _________________________________ ________________________ _________________________ _________________________ _________________ ____ ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______ ______________________ __________________________________ _________________________ ________________________ _______________________ _________________ _____ ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______ ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______ ______________________ _________________________________ ________________________ _________________________ _________________________ _________________ ____ ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______ Sign up to vote on this title ______________________ _________________________________ ________________________ _________________________ _________________________ _________________ ____ Useful Not useful ______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______
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First Impressions Exercise
1. Think of the first impressions you leave in people’s minds, around the follow 4 aspects. Write some thoughts in the two columns. Compare your ideas w your partner’s. partner’s.
What could be
What’s Good?
Improved? The Way You look e.g. professionally dressed; clean uniform; well groomed
Your Workstation / Work Area e.g. tidiness; efficient filing; clean desk/van; organised paperwork; swept, safe floors in warehouse;
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Face-to-Face Contact e.g. Smiles; eye contact; build rapport with people; friendly; enthusiastic; cooperative; ‘nothing’s a problem’ manner
Telephone Contact e.g. warm burst of enthusiasm at start; ‘I really want to help’
manner;
varied
tone;
clear
pronunciation of words; not rushed
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Welcoming – being friendly and polite
1. Find out about the last time your partners went to a restaurant, a café an shop. Discuss these 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 crossed out. Sign up to vote on this title
Could you tell me your name, please?
Useful Not useful Who are you?
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3. PRONUNCIATION. Read the following three model dialogues. Practise th taking it in turns to play the roles of the CLIENT and a friendly, hel 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. Sign up to vote on this title
Certainly, madam.What you like it for? Usefultime Not useful would
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First impressions – presenting yourself (grammar exercise) 1. Read the e-mail. The computer has found, at least, ten mistakes. m istakes. They are either grammar, punctuation or spelling. Can you correct them? From: Alessandra From: Alessandra (
[email protected] [email protected])) To: Daniel To: Daniel (
[email protected] [email protected])) Subject: Hi Subject: Hi from Argentina
Hi Daniel, My name’s Alessandra. It’s an italian name, because my grandmother was
Italy, but I’ m argentinian and I live in Mendoza, a big city in the west of the country. I
with my parents and my two brothers . I have 19 years old, and I’m at university. studing computer science. Im in my first year and I really like it.
I’m going to tell you about myself. As you can see from the foto, I have long h
glass es, but I want to get contact lenses soon. it’s quite fair – and green eyes. I wear glasses,
I think I’m a positive person. I’m quite extrovert and friendly. My mother says
very talkative – I think she mean that I talk too much! In my free time I love reading and going to the cinema. But I dont have much
I als time becuase I have classes every day, and a lot of work to do even at weekends. Sign up to vote on this title
to English classes on Friday afternoon.
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Please writes soon and tell me about you and your life.
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Customer service – some rules 1. Watch and comment on the following powerpoint.
Fundamental rules of Superior Customer Service? “Customer expectations of service service organisations are loud and clear: look good, be
responsive, be assuring through courtesy and competence and be empathetic, but, most of be reliable. Do what you said you would do. Keep the service promise.”
Dr. Leonard Berry (Texas A&
Fundamental Components
the ability to provide what was promised, dependably dep endably and accurately.
the knowledge and courtesy you show to customers and your ability to convey trust, competence and confidence. the physical facilities and equipment, and your own and others
appearance.
Sign upyou to vote on this the degree of caring and individual attention show to title customers.
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the willingness to help customers promptly.
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Some basic rules: F.O.C.U.S. •
= Being air
•
= Asking pen Ended questions
•
= Showing oncern
•
= Remembering that each customer is nique
•
= Putting Putting a mile on your face, face, in your voice and attitude. attitude.
Types of Customer Service 1. 2. Etiquette Greetings (compliance) Responsiveness 3. E-mail Mail
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Ways that face-to-face customer service can be displayed: Body language Facial expression Gestures Surroundings
Five basics of great face-to-face customer service Smile Greet the customer Make eye contact Use open body language Always thank the customer
Etiquette
Answer in three rings or less. up toOffice vote onofthis title Informatio Use proper Greeting. (i.e.: good morning, DC Fire &Sign EMS, Public Useful Not useful this is John, how may I help you? ) Ask before putting callers on hold and don’t place callers on hold hold for too long.
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Telephone etiquette
Always assume personal responsibility for every call Whether a call is misdirected or not… handle the call or find out where it will be han properly. Keep customers informed of the progress on their issue in order to help shape their expectation
E-mail All email correspondence like all other correspondence must be replied to within 2 business day or 48 hours. Remember you do not have to have an assigned computer or work station to use your email address.
Mail
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All mail received must be acknowledge and the sender must be responded to within
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Mail (continuation)
Each department must have and individual who will be responsible for meeting the 48 h response time limit.
Correspondence should then be forwarded to the appropriate individual or division for pr handling.
Components of all written correspondences Thank the writer. Provide a realistic time frame for issue-resolution. Provide a contact name, telephone number and email address for the writer to follow up When possible provide a tracking / identification number for the writer to follow up. Note: this must be done within 2 business b usiness day or 48 hours. Sign up to vote on this title
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Service
Appreciation
Action
Customer
Price
Quality
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2. Now, underline important information from the previous documents.
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Motivational Activity 1. Watch the following video and comment on the following aspects:
a) Define customer service based on the video. b) Would you change anything about the customer service provided? What and why «Bad customer service Montage»
In https://www.youtube.com/watch?v=bTbHwnxCGaI Notes:
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______________________ _________________________________ ________________________ ________________________ _______________________ __________________ ______
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Customer Service Vocabulary 1. Study the following vocabulary. VOCABULARY
DEFINITION
customer
A
SENTENCES
customer is
service
Our
customer
service
representative
someone service representatives are
representative/cus
whose job is to provide trained to handle questions
tomer service rep customer service.
about our entire product
(noun)
line. over-the-
phone
Over-the-phone
Since she has an
customer customer service is when over-the-phone
service (noun)
customers are helped over the service phone. People with over-the- doesn't phone
customer
customer
position, have
to
she wear
service formal clothes. She never
positions don't usually meet has to meet the company's with customers in person. face-toface
Face-to-face customer
customers in person. I've had different
customer service is when customers are types of customer service
service (noun)
helped in person.
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positions, faceNot useful UsefulbutI prefer to-face customer service. I
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VOCABULARY
DEFINITION
technical
SENTENCES
Technical support is companies
We
are
having
support/tech
when
provide problems with the internet
support (noun)
customer service to users of at our house. II'm going to technology.
call technical support to see if they can help me fix it.
product sales
Product sales support is
If you aren't sure
support a type of customer service which software program is
(noun)
that
involves
answering correct, why don't you call
customers' questions about product sales support and the products and services that ask them your questions? a company offers. Products sales support involves helping customers choose the correct product or service for what they need. outsourcing (noun)
Outsourcing
means
Outsourcing helps a Sign up to vote on this title
purchasing goods or services lot of companies lower from an outside supplier.
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VOCABULARY
DEFINITION
SENTENCES customers.
call center (noun)
A call center is a place
The new call center
where organizations handle a will be able to handle large amount of phone calls. thousands of calls per day Call centers can be part of the from around the world. company or outsourced to another company. customer
service
Customer
service
Companies
training training is what a company certain
(noun)
skills
teach during
gives their customer service customer service training. representatives so that they Some skills usually covered have the skills and knowledge during to do their job.
training
include
listening skills, empathy, problem
solving,
and
friendliness. customer base (noun)
A company's customer
Our
goal
is
to
Sign up to vote on this title
base is all the customers the provide excellent service to
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VOCABULARY
DEFINITION
SENTENCES
loyalty (noun)
when a customer continues to product and back it up with buy from a supplier instead of the best service in the the supplier's competitors.
industry. Because of this, we have been able to achieve customer loyalty.
automated customer (noun)
Automated
customer
Even
though
it's
service service is when customer cheaper, we decided not to service is handled by an offer automated customer automatic
process,
for service.
When
our
example a recorded phone customers call our call message.
center, a real person picks up the phone. There is no recorded
message
that
asks them to press a number to be transferred to a certain department.
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Tourism and Nature
1. Read and translate the following information
Countryside small hotels can help developing eco-tourism as wel calling the tourists attention towards the preservation of environment natural resources.
2. Is the following hotel attractive for tourists? Why? Why not?
____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________
____________________________________________________________
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Atendimento – Inglês Técnico 3.
Read and translate the following text.
Gérard and Sylvie Bonnet have been sharing the duties of running their ten-bedroomed hotel in the Dordogne for the past fifteen months. In that time, they have taken just three days off work: two for funerals and one for a wedding (their own). On my travels, I have met quite a few of these young workaholic hoteliers. “What makes you do it?” I ask Gérard,
whose arms are plunged deep in soapy water. “We both used to work for a
resistance to change. For examp was about to fill in the old well a front of the drive with concrete, some of the guests made such a l fuss that I couldn’t!”
“The best thing about run
a small hotel”, says Gérard in
impeccable English, “is that we
provide our guests with the pers touch. Only having a few custom at a time, I soon learnt how Mon Lefèvre likes his eggs cooked
what brand of cigarette he smoke
large, famous hotel in Paris,” he replies. “I became the Front Office
Manager and Sylvie was my assistant. It was great, but after a while we felt that we needed a change. We wanted a challenge!” It was not long before
Of course, the smaller h suffers from a slower turnove stock. Unusual items might si perish of old age while waiting t
Gérard was faced with one which
used. Sylvie’s solution is simple
came as an inheritance: “Le Petit
we suddenly Sign up to vote on need this title something,
Bijou”. They have not looked back
Useful useful NotJacques” send out “petit to the
since.
hypermarket.”
Only
ninet
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looks set for a rosy future. Tourists flock to the area in their thousands when summer comes. But a low occupancy rate in the winter quarter means the Bonnets have fewer permanent staff than they would like. Fortunately, they do not suffer from the high labour turnover rate that some small hotels do, but that is because they rely heavily on the largely untrained help of family and friends when the big rush is on.
From my bedroom win admiring the view, I see Gé loading his Citroen van with pro from the kitchen garden at the
of the house. “In the low season
produce more than we need, so sell any extra to the local stores.
to get the best price, but I’m no
good at – how do you sa
bargaining?”, he tells me over a g
of wine at dinner on the eve of departure.
Source: Michael Blac
Answer the following questions about the text.
1. When did the Bonnets start running their hotel?
_______________________ __________________________________ _______________________ _______________________ ___________________ ________ _______________________ __________________________________ _______________________ _______________________ ___________________ ________ _______________________ __________________________________ _______________________ _______________________ ___________________ ________
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3. Why did Sylvie not fill in the well?
_______________________ __________________________________ _______________________ _______________________ ___________________ ________ _______________________ __________________________________ _______________________ _______________________ ___________________ ________ _______________________ __________________________________ _______________________ _______________________ ___________________ ________ _______________________ __________________________________ _______________________ ________________________ ___________________ _______
4. Read the text more carefully and fill in the table below with the advantage
disadvantages of running a small hotel that Gérard and Sylvie have encounte encount
Advantages
Disadvantages
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5. Can you think of think of any advantages and disadvantages not mentioned text? Indicate them.
_______________________ __________________________________ _______________________ _______________________ ___________________ ________ _______________________ __________________________________ _______________________ _______________________ ___________________ ________ _______________________ __________________________________ ________________________ ________________________ __________________ _______ _______________________ __________________________________ _______________________ _______________________ ___________________ ________ _______________________ __________________________________ _______________________ ________________________ ___________________ _______
6. Write sentences to explain the following vocabulary from the text. Example: A “regular clientele” means customers who repeatedly v establishment.
a. Regular clientele ________________________ ___________________________________ _______________________ _______________________ _________________ ______ ________________________ ___________________________________ _______________________ _______________________ _________________ ______ b. Personal touch ________________________ ___________________________________ _______________________ _______________________ _________________ ______ ________________________ ___________________________________ ________________________ ________________________ ________________ _____ c. Slower turnover of stock _______________________ __________________________________ ________________________ ________________________ _______________ ____ _______________________ __________________________________ _________________________ _________________________ ______________ ___ Sign up to vote on this title d. Jacques... also came with the hotel Useful Not useful _______________________ __________________________________ ________________________ ________________________ _______________ ____
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f. Low occupancy rate _______________________ __________________________________ ________________________ ________________________ _______________ ____ _______________________ __________________________________ ________________________ ________________________ _______________ ____ g. High labour turnover rate _______________________ __________________________________ ________________________ ________________________ _______________ ____ _______________________ __________________________________ ________________________ ________________________ _______________ ____ h. The big rush _______________________ __________________________________ ________________________ ________________________ _______________ ____ _______________________ __________________________________ ________________________ ________________________ _______________ ____ i. Bargaining _______________________ __________________________________ ________________________ ________________________ _______________ ____ _______________________ __________________________________ _________________________ _________________________ ______________ ___ SPEAKING / Group work
Imagine you and three / four partners have enough money to buy and small hotel. Think about the following questions. (You can take some notes b discussing it with your colleagues, if you want to).
a) Whish country / city / town / village / street would it be in? ________________________ ___________________________________ ________________________ ________________________ ________________ _____ ________________________ ___________________________________ _______________________ _______________________ _________________ ______ Sign up to vote on this title ________________________ ___________________________________ _______________________ _______________________ _________________ ______ Useful Not useful
b) How many rooms? With what sort of o f views?
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c) What kind of clientele would you try to attract? ________________________ ___________________________________ _______________________ _______________________ _________________ ______ ________________________ ___________________________________ _______________________ _______________________ _________________ ______ ________________________ ___________________________________ ________________________ ________________________ ________________ _____
d) What special activities would you offer? ________________________ ___________________________________ _______________________ _______________________ _________________ ______ ________________________ ___________________________________ _______________________ _______________________ _________________ ______ ________________________ ___________________________________ ________________________ ________________________ ________________ _____
e) What would you call it? ________________________ ___________________________________ ________________________ __________________________ ________________ ___ ________________________ ___________________________________ _______________________ _______________________ _________________ ______ ________________________ ___________________________________ ________________________ ________________________ ________________ _____
f) How would you divide the work?
________________________ ___________________________________ ________________________ __________________________ ________________ ___ ________________________ ___________________________________ _______________________ _______________________ _________________ ______ ________________________ ___________________________________ ________________________ ________________________ ________________ _____ Sign up to vote on this title
g) Which jobs would you like most?
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h) Which jobs would you like least?
________________________ ____________________________________ ________________________ _________________________ ________________ ___ ________________________ ___________________________________ _______________________ _______________________ _________________ ______ ________________________ ___________________________________ ________________________ ________________________ ________________ _____
Activity: after Activity: after this, build a flyer and an advertising to present your hote
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Taking a reservation by phone
1. Read and role-play the following dialogue. If possible record it on video to wat and analyse afterwards.
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Hotel Vocabulary 1. Study the following vocabulary. Word
Meaning
Example sentence
two hotel rooms with a door in the centre
If you want we can book your parents in an adjoining room
local facilities such as stores and restaurants
We are located downtown, so are close to all of the ameniti
things for tourists to see and do
The zoo is our city's most m ost popular attraction for for kids.
noun
bags and suitcases packed with personal belongings
If you need help with your baggage we we have a cart you use.
Bed and Breakfast
a home that offers a place to stay and a place to eat
I can book you into a beautifu b eautifu and Breakfast on on the lake.
noun
a staff member who helps guests with their luggage
The bellboy will will take your bag your room for you.
book
arrange to stay in a hotel
I can book your your family in for t weekend of the seventh.
part of speech
adjoining rooms noun
amenities noun
attractions noun
baggage
noun
bellboy
verb
booked
full, no vacancies
adj
brochures
small booklets that provide
SignI'm up to vote on this title is booked afraid the hotel Useful tonight. Not useful
Feel free to take some
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complimentary breakfast
free of charge
noun
cot, rollaway bed
3.24.12customer Service
All of our rooms have complimentary soap, soap, shamp and coffee.
a single bed on wheels that folds up
If you need an extra bed, we have cots available. available.
money a guest owes for repairs to hotel property (when caused by violent or careless acts)
We will have to add a damage charge for for the hole you put in wall.
amount paid ahead of time to secure a reservation
You will not receive your depo back if you cancel.
noun
a bed large enough for two people
They are a family of four, so g them a room with two double beds .
floor
a level of the building
The swimming pool is on the main floor .
the place where guests go to check in and out and to get information
Towels are available at the fro desk .
a person that is staying at the hotel
Our washrooms are for guest only.
a very inexpensive place for back backers and travellers on a budget
In the hostel you you probably wo get your own room.
noun
damage charge noun
deposit noun
double bed
noun
front desk, reception noun
guest noun
hostel noun
hotel manager noun
Sign up to vote on this title
person in charge at the hotel Useful I'll let you Not your complain useful make the hotel manager .
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indoor pool
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noun
place for guests to swim inside the hotel
The heated indoor pool is is op until 10 pm.
inn
another word for "hotel"
There's an inn on on the other sid town that has a vacancy.
a small hot pool for relaxation
Our honeymoon room has a personal hot tub .
noun
Jacuzzi, hot tub, whirl pool noun
king-size bed
extra-large bed
noun
kitchenette
A room with a king size bed an extra ten dollars a night.
a small fridge and cooking area
Your room has a kitchenette you can prepare your own breakfasts and lunches.
a fee for staying past the check-out time
You will be charged a ten dolla late charge for for checking out 11 am.
sheets, blankets, pillow cases
We will come in and change th linens while while you are out of room.
large open area at the front of the hotel
You can stand in the lobby an an wait for your bus.
noun
a device on wheels that guests can push their luggage on
Please return the luggage car the lobby when you are finishe with it.
maximum capacity
in the most amount of people SignThe capacity in th up tomaximum vote on this title allowed tub is ten people. Useful Not useful
noun
late charge noun
linen noun
lobby noun
luggage cart
noun
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parking pass
3.24.12customer Service
noun
a piece of paper that guests display in the car window while in the hotel parking lot
Display this parking this parking pass in in y window to show that you are a hotel guest.
pay-per-view movie
extra charge for movies and special television features
If you order a pay-per-view a pay-per-view movie, the charge will appear your bill.
the covering that goes over a pillow
Room 201 doesn't need their s changed, but they requested o new pillow new pillow case.
bed with plenty of space for two people (bigger than a double)
They have a queen size bed the small child can easily fit in middle.
cost of renting a room for a certain time period
Our rates change change depending o season.
a request to save a specific room for a future date
They say they made a reservation but but it doesn't sho the computer.
noun
pillow case noun
queen size bed noun
rate noun
reservation noun
room service noun
sauna
delivery of food or other If you would like a bottle of wi services requested by guests just call room service .
noun
a hot room for relaxation, filled with steam
We don't recommend bringing young children into the sauna
single bed
a bed for one person
The economy priced room incl one single bed .
noun
sofa bed, pull-out couch noun
a bed built into a sofa so fa or couch
contains SignThe up toroom vote on this title a sofa bed
the room actually Useful Not usefulsleeps five.
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valet noun
vending machine noun
view noun
wake up call noun
weight room, workout room, gym
3.24.12customer Service
staff that parks the guests' vehicles
If you leave your car keys with the valet will will park your car underground.
a machine that distributes snacks and beverages when you insert coins
The vending machine on on the floor has chocolate bars and ch
a window that offers a nice image for guests
The room is more expensive because it has a spectacular view of of the beach.
a morning phone call from the front desk, acts as an alarm clock
What time would you like your wakeup call ?
a room that guests can use for exercise and fitness
Our weight room has has a stair climber and a stationary bicycl
noun
2. Create a role-play simulating a customer service (face-to-face OR o phone) where you use some of the previous examples (at least s them). 3. Then, role-play it. If possible, record it on video to analyse afterward Role-play
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Sign up to vote on this title _______________________ __________________________________ ________________________ ________________________ _______________________ ____________ Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ _______________________ ______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ ____________ Sign up_______________________ to vote on this title Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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Reservations 1.
– Imagine that your company is going to send you on a busine
to South America. A colleague has recommended the Rio Othon Palace Hot the Caesar Park Hotel .
b. One of you should look at file 21, the other at file 50 (next pages). Yo be calling one of the hotels to book a room. c. Do the role-play again with reversed roles. d. Write a fax to the hotel confirming the reservation you made on o n the ph
In JONES, Leo; ALEXANDER, Richard. New International Business English, student’s bo Cambridge; Cambridge University Press, 2003
Notes / role-play:
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Sign up to vote on this title ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ __________________________________ _______________________ ________________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ Sign up to vote on this title Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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Fax
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ _______________________ ______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ __________________________________ _______________________ ________________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Sign up to vote on this title ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Useful Not useful ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________
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FILE 21 2. You are calling to book three rooms at the Rio Othon Palace Hotel Caesar Park Hotel from 9 to 15 May.
BEFORE YOU START, look at the points below – make sure you cover 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 requiremen
the rooms are for yourself, Ms Castel and Mr. & Mrs Holzger Ho lzger (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 p rice 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 hotelSign brochu brochure. up to re. vote on this title
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FILE 50
3. You are the Reservations Manager M anager at the Rio Othon Palace P alace Hotel H otel or Park Hotel. BEFORE YOU START, look at the points below – make sure you cover them. Make notes during the call.
1. Answer the phone, say hello and introduce yourself yourself (name of hotel, your n and function). Ask how you can help. Note down the caller’s name and use the name during the call.
2. Check is the last date is the leaving date or “night of” date. Find out what rooms the caller requires.
For the week they require you have only one single available. A single is much
smaller than a double. Doubles for single occupancy would be more comfortab 3. Quote your rates per night: RIO OTHON PALACE: €165 single; €200 or €290 double CAESAR PARK: €130 single; €170 or €230 or €230 double
The top price rooms have a balcony and sea view. All rooms have bath and sh colour TV, telephone, minibar, air conditioning. Confirm that the rooms requested are available. Sign up to vote on this title
Useful Not useful The room rate includes buffet breakfast; the rate is per room ro om (not per person)
4. Ask the caller’s name, address and contact phone number and fax number
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Taking reservations by phone – at the restaurant 1. Read and role-play the following.
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2. Now, analyse your performance. 3. Translate the previous dialogue.
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Sign up to vote on this title ________________________ ___________________________________ ________________________ ________________________ ___________ Useful______________________ Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ ____________ Sign up_______________________ to vote on this title Useful______________________ Not useful ________________________ ___________________________________ ________________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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Motivational Activity – role-play Pair work – in pairs role-play the situations below. Customer Service – on the phone – (role-plays)
(Cards to be handed to each pair so that the students can write and role-play is asked).
Situa
Receptionist – sings and answers to everything singing, after all Christmas.
Client – he/she doesn’t know what he/she wants but he/she wants to b week and always wants to have dinner at the hotel, questioning the Hotel me the time.
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Situa
Receptionist – he/she doesn’t know English very well but pretends p retends to
Client – he/she doesn’t speak English very well but wants a single room week and a double for the next week.
Situa
Receptionist – he/she is very helpful and tries to solve any conflict.
Client – he/she stutters; he/she wants to know if the hotel has a F Christmas to sing in the hall. Sign up to vote on this title
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Situa
Receptionist – he/she answers the phone while singing “jingle bells”.
Client – he/she gets excited and sings with him; however, the client f what he/she was going to do and the receptionist has to help him; after tha clients books a double room with a balcony for a week, including sea view.
Situa
Receptionist – the receptionist hangs out the phone a lot of times be he/she doesn’t know how to work with the phone.
Client – he/she is angry and says repeatedly that he/she will not b room anymore; to punish the receptionist he/she books an individual and double room.
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Role-play
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Sign up to vote on this title ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ _______________________ ______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ ____________ Sign up_______________________ to vote on this title Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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Customer service - checking into a hotel
1. Watch the following video online and try to comment on the following ques a) Is this a regular customer service? b) Can you indicate some positive aspects? c) And negative aspects? 2. After the video, role-play the dialogue on the next page. http://www.youtube.com/watch?v=wyqfYJX23lg
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1. Read and translate the following dialogue. “Good morning. Welcome to the Transnational Transnational Hotel. What can I you?”
“Good morning. My name is Tom Sanders. I have a reservation for a single ro three nights.”
“Alright, Mr. Sanders. Let
me p
your reservation… reservation… I can’t seem to
record of your booking. Did you boo room directly through us, or did you hotel reservation service or a travel a ”
“I booked it directly through through you. I’ve already also paid a deposit on the first n have a reservation number if that helps.”
“Yes. Sure. Can I see that, please? … Thank you. … Oh, I see.
there was a glitch with the booking system. Well, we don’t have any more s
rooms available, with the exception of one adjoined room. But, you would be right next door to a famil y y with children, which might get noisy. But not a problem. I can upgrade you to one of our business suites. Sign up to vote on this title They all with jacuzzis!”
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“My pleasure.”
“What about the wireless internet?” internet?”
“Oh, it’s really easy. This is your access code and instructions on
use it. If you have any problems, feel free to call the front desk. And this is of all the hotel amenities, like the gym and the indoor pool. ” “Ah. Thank you very much.” much.”
“You’re welcome. Has the valet already taken your car or will needing a parking pass? ”
“Oh. I don’t have a car. I took a taxi direct from the airport.” “Alright.
Could I have some form of ID, please? And could you just fi
this registration form?”
“Sure. Here’s my driver’s license.”
“Thank you. Oh, you’re from San Francisco.”
Sign up to vote on this title
“Yes, I am. All the way from the
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“Oh, and is this this your first time in the Big Apple?”
“Yes, it is. I have a business conference to attend, but I’m looking forw
getting some sightseeing done as well.” “Well, I’d be more than happy to give you some sightseeing tips need any.”
“Thank you.”
“Alright. I’ve got you all checked in to your room. This is i s your room
to the 6th floor. you get off the elevator, turn right. Your room is at the end of the corrid the left-hand side… Just leave your suitcase here and the bellboy will br
You’re in room 653. Just take the elevator on the right up
up.”
“Great. Thank you very much.” “If you need anything, please feel free
to dial the front desk. Enjoy
stay.”
“Thank you.” Sign up to vote on this title
“You’re welcome.” welcome.”
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3492 – Atendimento – Inglês Técnico
Translation:
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ _______________________ ______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ Sign up to vote on this title ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ _______________________ ______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ ____________ Sign up_______________________ to vote on this title Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ _______________________ __________________________________ ________________________ ________________________ _______________________ ____________
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Reservation face-to-face – no table available 1. Read and role-play the following.
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Customer service – when tourists go shopping 1. Read the dialogue below.
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(Direcção Geral de Formação Vo
When tourists get injured and go to the hospital – vocabulary 1. Study this. 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 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
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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 o crânio n. skull curar v. to cure o dedo n. finger o dedo do pé toe pé toe
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deixar de fumar to fumar to give up smoking, to stop/quit smoking s moking
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doente adj. ill, sick o/a doente n. patient doer v. to hurt, to ache doloroso adj. painful a dor de cabeça headache cabeça headache a dor de dentes toothache dentes toothache a dor de garganta sore garganta sore throat a dor (-es) n. pain, ache a dor nas costas backache costas backache dorido adj. sore a dose n. dose a droga n. drug o efeito colateral side colateral side effect a epidemia n. epidemic a espinha dorsal spine, dorsal spine, backbone o esqueleto n. skeleton o estômago n. stomach Sign up to vote on this title
fazer exercício to exercício to (take) exercise, to do/get some exercise Not useful Useful ferido adj. injured; wounded
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a gripe n. flu, influenza infeccioso adj. infectious
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Customer service - helping a guest who is injured 1. Read and translate the following.
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Translation
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ _______________________ ______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ Sign up to vote on this title ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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Customer service – getting medical care for a guest 1. Read and comment on the following.
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Types of customer complaints - examples Read the following article.
Customer complaints come in all shapes and sizes. Complaints can be generat everything from product malfunctions to improperly trained or uncaring emplo Understanding the main types of customer complaints is key to handling them correct By Jason R
A. Product-Specific Customers receive products or services that do not operate correctly. This co complaint can be handled by fixing the product or replacing it with a new one. Cus service training expert Myra Golden cautions against blaming the customer when a pr is faulty.
B. Wait Times Long wait times are frustrating to many customers. Whether on the phone o store, lengthy queue times will generate customer complaints simply because ti precious for customers.
C. Misunderstanding Miscommunication, by the customer or the company or both, can t complaints. Minimizing misunderstanding requires knowledgeable associatesand ac Sign up to vote on this title marketing materials. The Small Business advice website morebusiness.com suggest Useful Not useful even when the customer is clearly confused, treating him with respect helps
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E. Personnel Customers may feel slighted by employees who are rude or uncaring. Golden that customer service representatives and other employees must remain caring and even when dealing with angry customers. Answer the questions
1. In your opinion, what is the most serious s erious type of complaint? Why? ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
2. From the previous types of complaints, which one is easier to solve? Why? ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ ____________ Sign up_______________________ to vote on this title Useful Not useful ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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A Suggested Customer Complaint Procedure Procedure (face-to-face)
PAIR WORK. 1. WORK. 1. Discuss the following with your partner.
2. Consider the following eight-step procedure for handling customer compla your organization: 1. Provide customers with the opportunity to complain. 2. Give customers your full and undivided attention. 3. Listen completely 4. Ask the key question: "What else?"
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5. Agree that a problem exists; never disagree or argue. argue.
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Motivational Activity 2. Watch the following video and comment on the following aspects: a) What types of complaints are on this video? b) Did the receptionist have an adequate behaviour? Why? Why not? «Handling complaints 2»
Sign up to vote on this title In https://www.youtube.com/watch?v=6_cDmwlbVkg
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Dealing with complaints Dissatisfied customer 4. Read and role-play the dialogue below.
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5. Now translate the previous dialogue.
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ _______________________ ______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ Sign up to vote on this title ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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Dealing with several complaints – at the restaurant 1. Comment on the following situations and how to solve them with your part
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Notes:
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Sign up_______________________ to vote on this title ________________________ ___________________________________ _______________________ _______________________ ____________ Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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3492 – Atendimento – Inglês Técnico
Complaints – on the phone
1. Read the dialogue below.
Customer Service Representative: Representative: Hello, Big City Electricity, how may you today? Mr. Peters: I'm Peters: I'm calling concerning my electricity bill.
up your to voteaccount on this title Customer Service Representative: May Representative: May ISign have number?
Mr. Peters: Certainly, Peters: Certainly, it's 4392107.
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Mr. Peters: I Peters: I think I've been overcharged for the past month.
Customer Service Representative: I'm Representative: I'm sorry to hear that. Why do you thi charged you too much? Mr. Peters: The Peters: The bill is 300% higher than last month.
Customer Service Representative: I'm Representative: I'm sorry to hear that. Let me ask you questions and then I'll see what I can do. Mr. Peters: OK, Peters: OK, Thank you for your help. Customer Service Representative: Of Representative: Of course, thank you for calling this attention. Now, how much do you usually pay for your electricity?
Mr. Peters: I Peters: I usually pay about $50 a month. Customer Service Representative: Thank Representative: Thank you. and how much did we char this bill? Mr. Peters: $150. Peters: $150. I can't understand why.
Customer Service Representative: Yes, Representative: Yes, Sign Mr Smith. Was your up to vote on this titleusage differ Useful Not useful any way?
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Customer Service Representative: I'll Representative: I'll contact a service representative to out and check your meter. What's your address Mr Peters? Mr. Peters: 223 Peters: 223 Flanders St., Tacoma, T acoma, Washington 94998 Customer Service Representative: ... Representative: ... and what's your phone number? Mr. Peters: 408-533-0875 Peters: 408-533-0875 Customer Service Representative: I'm terribly sorry misunderstanding. We'll do our best to change this as quickly as possible.
about
Mr. Peters: Thank Peters: Thank you for your help in clearing this up.
Activities:
2. Translate the previous dialogue.
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ ____________ Sign up_______________________ to vote on this title Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ _______________________ ______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ ____________ Sign up_______________________ to vote on this title Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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Taking payment at a register: dissatisfied customer 1. Read the following dialogue.
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2. Now, write a more developed dialogue and then role-play rol e-play it.
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ Sign up to vote on this title ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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Motivational Activity 1. Watch the following video and list the type of complaints.
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
2. Comment on the video bearing in mind the label on customer’s complaints «Ch. 13 Complaint Handling and Service Recovery»
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In https://www.youtube.com/watch?v=HGyMGRc32QI
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3492 – Atendimento – Inglês Técnico
Grammar Index
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The Present Continuous
O Present Continuous forma-se Continuous forma-se assim:
To be (am be (am /are / is) + main verb + verb + -ing
Constrói-se com uma forma do presente do verbo To Be (am / are / is forma -ing do -ing do verbo principal. (Junta-se – ing .) ing ao ao infinitivo do verbo .) E.g.: I am travelling. travelling. I am eating. eating. Utiliza-se sempre que se pretende exprimir uma acção que se está a realiza determinado momento e que ainda não terminou. o
Essa ideia é, muitas vezes, reforçada por advérbios de tempo tais tais como: (neste momento) At the moment moment (neste (agora) Now (agora) (ainda) Still (ainda) o o o
o
E.g.:
he is talking on talking on the phone. phone. At the moment he calling Anna. Now , she is calling Anna. He is still taking a taking a shower.
Também se usa quando queremos contar o que planeámos para o futuro. E.g.: On Saturday evening I’m visiting my parents. Sign to up to vote on this title Next week I’m travelling Scotland. Not useful Tomorrow I’m taking a Useful plane to Canada. o
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Verbs of
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Verbs of
Verbs
thinking
feeling
perception
To think
To want
To see
To believe
To wish
To hear
To agree
To like
To notice
To understand
To love
To know
To hate
To remember To forget Verbs of possession
Reporting
Other v
verbs
To have
To say
To cost
To own
To ask
To weigh
To belong
To tell
To seem
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Toappear To need
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Simple Present e Present Continuous Present Continuous
Simple Present
Ações habituais
Ações ainda em curso/ a deco
Encontramos frequentemente
Encontramos muitas vezes
palavras como:
palavras:
Every day
Now
Sometimes
Today
Usually
At the moment
Often
This morning
Always Never On Sunday
Algumas notas:
Os gerúndios dos verbos no Inglês são constituídos da partícula " ING" no seguindo algumas regras:
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- Verbos com uma sílaba, terminados com CONSOANTE
+ VOGAL+CONSOA
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- Verbos terminados com E perdem o E e ganham ING: write = writin terminados em EE não perdem nada e só ganham o ING: agree = agreeing
- Verbos terminados com (CONSOANTE + ) VOGAL+L , dobram o L e ganham travel = travelling (no inglês britânico, pois no americano existem algumas alg umas exceções) - Verbos terminados em IE perdem o IE e ganham Y+ING: lie = lying , die = Exercises with the Present Continuous
Am / is i s / are + verb v erb + -ing -in g form fo rm
Fill in the blanks with the right form of the Present Continuous.
1. They are having (to have) dinner. have) dinner. 2. He _________________________ _________________________ (to stand) there. 3. She ________________________ ________________________ (not / to sing). 4. They ________________________ ________________________ (not / to eat). 5. Alice _______________________ _________________________ (to watch) TV. 6. What ________________________ ________________________ (to do /you) now? 7. Why ________________________ ________________________ (they / not/ to drink) water? 8. ________________________ ________________________ (he (he / to make) the bed? 9. ________________________ ________________________ (you / to finish) your homework? Sign up to vote on this title 10. Jean ________________________ ________________________ (not / to speak) to them. Useful Not useful 11. We ________________________ ________________________ (not / to swim). 12. She ________________________ ________________________ (to buy) a record.
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The future in English
Read the following information very carefully.
We’ve got four ways to express the Future:
The Simple Future The Going To Future The Present Continuous The Simple Present The Simple Future: Will + infinitive
Expressing prediction:
E.g. The Homeless will have more more shelters soon.
The Going To Future: am / are/ is + going to + Infinitive
Expressing an intention to really do something: E.g. That homeless man is going to eat at at the shelter tonight.
To predict a future happening: E.g. Look at that poor woman. She’s going to die on on the streets, homele
The Present Continuous: To describe plans and arrangements which are definite: E.g. Christine is eating at at the shelter tomorrow. Sign up to vote on this title
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To talk about scheduled events: E.g. The museum opens at at 10 a.m. every day. So, you may go there the pictures of the homeless men.
Going to Future
Uso
Be going to é to é uma estrutura que pode ser usada para falarmos de planos futuros de forma informal. Going to enfatiza a ideia de intenção, de uma decisão que já foi tom Ex.: Mark is going to cross Ireland. His friends are going to help him.
Um outro uso do going to é to é o de predizer prediz er o futuro devido a um indício presente. Ex.: Look at the sky! It's going to rain. They drive dangerously. They are going g oing to crash.
Forma Sign up to vote on this title
Esta forma de futuro é um tempo verbal composto, formado pelo verbo to be no be no pres Useful Not useful simples (am, is, are) e going to, ao que adicionamos a forma natural do verbo que desejamos colocar no futuro.
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Basta colocarmos o verbo to be antes do sujeito. Ex.: Is he going to be here today?
Forma Negativa Coloca-se o "not" entre o verbo to be b e e o "going to":
Ex.: Paul is not going to marry her because of the baby.
As regras para abreviar são as mesmas usadas para o verbo to be.
What are, then, the main differences between “Will -future” and “goin future”?
Will- Future
Going To- Future
"Will" quando usado para falar de
Use GOING TO:
algo no futuro geralmente vem acompanhado de expressões que indicam incerteza. Como assim!? Veja as expressões
facto ou situação previamente planead * para expressar uma açãoque Sign up to vote on this title
abaixo:
* para falar sobre uma ação
Not useful Usefulnum futuro acontecerá imediato ou ce
I think ... ... (Eu acho que...)
* para dar um aviso a alguém sobr
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I don't know, but I think ... ... (Não
Maybe... Maybe... (Talvez...)
going to get sick.
sei não, mas acho que...)
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2. Now that I have all the money
going to buy a new car.
3. Where are you going? I’m goin fetch some coffee.
Como as expressões de incerteza
Agora caso esteja certo do
estão presentes nas sentenças a palavra que fazer, não lhe resta dúvidas sobre
indica o futuro a ser usada é "will". Assim fará no futuro, já está decidi sendo teremos:
praticamente acertado, então o que d dizer é:
I will probably go to Salvador in December.
I'm going to Salvador to Salvador this yea
I don't know! But I think I will not
I'm not going to to the party
go to the party next Saturday.
Maybe we will will not be here tomorrow.
Saturday. not going SignWe're up to vote on this title
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tomorrow.
to to
be
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Exercises with the Simple Present and the Simple Future
Put the verb into either the present simple or the t he simple future tense:
1. I’ll call you when I ________ (arrive) at my hotel. 2. He ________ (text) you as soon as he’s on the bus. 3. Let’s eat dinner when John ________ (get) here.
4. Julie ________ (be) late tomorrow eveni ng, so I’ve booked a table at a restaurant for 10 p.m. 5. As soon as I ________ (be) able to, I’m going to get a new job. 6. Please wait here until the nurse ________ (call) you. 7. I ________ (get) up early tomorrow morning and finish the report then. 8. Before you ________ (leave), please make sure you’ve locked the door. 9. She ________ (let) us know later, when she’s ready to leave.
10. I must clean the kitchen before my mother ________ (get) here. 11. I ________ (come) to meet you at the station next weekend. 12. I ________ (wait) until you’re finished – then we can go.
13. John will study until he ________ (know) all the answers.
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Useful Not useful 14. She thinks that it ________ (rain) next weekend.
15. What do you want to do after the class ________ (finish)?
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Quantifiers
1. Study the following grammar. What are quantifiers?
A quantifier is a word or phrase which is used before a noun to indicate the a or quantity: 'Some', 'many', 'a lot of' and 'a few' are examples of quantifiers.
Quantifiers can be used with both countable and uncountable nouns.
Examples: There are some books some books on the desk He's got only a few dollars. few dollars. How much money much money have you got? There is a large quantity of fish fish in this river. He's got more friends more friends than his sister.
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Examples of quantifiers
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a great deal of a large amount of a large quantity of
With Both all enough more/most less/least no/none not any some any a lot of lots of plenty of
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several a large number of a great number of a majority of
* NOTE few, very few mean few mean that there is not enough of something. a few means few means that there is not a lot of something, but there is enough.
** NOTE little, very little mean little mean that there is not enough of something. a little means little means that there is not a lot of something, but there is enough.
Exercises 2. Countable or uncountable? Discuss it with your partner. Sign up to vote on this title
milk
orang
hamb
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sugar
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bread
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3. Cross out the wrong word. a) Help yourself to SOME / ANY coffee. b) I need SOME / ANY bacon. c) Don’t put ANY / NO cream on the cake. d) I have tried EVERY / ANY cake in this bakery. e) They have ANY / NO milk left in the fridge. f) Can I have SOME / EVERY cheese to make my sandwich?
4. Choose the correct quantifier.
a) They have had _______________ _______________ homework in mathematics recently. b) How _______________ time do you need to finish the work? c) There are too_______________ too_______________
students in the library.
d) Have you visited _______________ _______________ foreign countries? e) Although he's very ill, he didn't take ____________ _______________ ___ medicine. f) _______________ _______________ people know as much about linguistics as John does. g) They say ____________ _______________ ___ knowledge is aSign dangerous up to votething. on this title h) He's having _______________ _______________
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of trouble passing his driving test.
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Connectors and other linking words When you are writing…
são palavras que servem para ligar frases e para con Conectores ou conjunções são
textos mais completos e menos rudimentares. Deste modo, podem usar-se os seg conectores e outras expressões.
To start your text: First, firstly or In the first place In my opinion As far as I’m concerned
To continue your text: Second or secondly
To conclude:
Then
Lastly or finally
And
To sum up
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What enables people to … is… Not only… but also
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The degree of the adjectives 1. Study the following information.
Ao contrário do que acontece em português, em inglês os adjectivos coloc antes do substantivo. e.g. I like British old towns. towns.
Os adjectivos são INVARIÁVEIS, isto é, só têm uma forma forma para o mas feminino, singular e plural. e.g. An old man. man. An old woman. woman. Those old men men are still there.
Assim, os adjectivos não têm plural como acontece em português. e.g. A beautiful country. country. Beautiful countries. countries. Sign up to vote on this title
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The Degree of the adjectives
Grau normal – cheap; nice; large; big; thin; shy; happy; dry. d ry. Comparative of Equality
Monosyllabic / Disyllabic / Polysyllabic
Affirmative
Negative
as + adjective + as
not
Portuguese
Portugal is not
adjectives
E.g.
is
as
beautiful as English.
the United Kingdom. Portugal is not the United Kingdom.
Exercises Change the following adjectives to the comparative of equality. 1 - The Portuguese and the British are equally intelligent. intelligent.
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Useful The Portuguese are as intelligent intelligent as the the British.
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3 – The Irish and the English are not equally brave. brave.
The English____________________ English________________________________ ________________________ _______________________ ___________
4 – The Loch Ness Monster and the Bermuda Triangle are equally mysterious
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ 5- Central Park and St James’ Park are not equally large. large. ____________ St James’ Park ____________________ _________________________________ __________________ _____ Comparative of Superiority A
Monosyllabic / Disyllabic adjectives adjectives such as pretty (prettier), busy
adjective + -er + than
(busier), ugly (uglier), happy (happier), witty (wittier), fat (fatter), thin (thinner), hot (hotter), sad (sadder)
(Short words) E.g. The Portuguese are happi er than er than the the English. B
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Exercises
According to the example given below, write complete sentences usin comparative of superiority.
1. Clare / old / Jenny Clare is older than Jenny.
Caroline / thin/ Mary
Caroline ______________________ ___________________________________ ________________________ ______________________ ___________
Sabrina /interesting / Michelle
Sabrina______________________ Sabrina_________________________________ _______________________ _________________________ _____________
The English book / big/ the Portuguese book
The English book ____________________ _________________________________ ________________________ _________________ ______ Sign up to vote on this title
London / modern/ Lisbon.
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The English / tall/ The Chinese
The English ______________________ ___________________________________ ________________________ ___________________ ________
Comparative of Inferiority
O comparativo de inferioridade tem pouco uso, sendo geralmente substituíd comparativo de igualdade na forma negativa.
Forma-se com less + adjective + than E.g. Days are less warm in January than in May mas é mais vulgar dizer-se
(comparative of equality in the ne Days are not so warm in January as in May (comparative form).
The Superlative Com adjectivos monossilábicos e dissilábicos, usamos:
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the + adjective + -est
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Exercises Put the adjective in the superlative.
E.g. Camilla E.g. Camilla is bright. Camilla is the brightest.
Peter is tall.
________________________ ___________________________________ ________________________ ________________________ ______________________ ___________
Jennifer is intelligent.
________________________ ___________________________________ ________________________ ________________________ ______________________ ___________
Charlotte and Alexander are calm.
________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ Sign up to vote on this title
The English students are terrible.
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Irregular adjectives (adjectives adjectives (adjectives that change their form) Good
better
the best
Bad
worse
the worst
Far
farther
the farthest
Summary and notes Attention: To make the comparative and superlative of most one-syllable adjectives er and er and - est to est to the adjective.
Adjective
Comparative
Superlative
small
smaller
the smallest
smart
smarter
the smartest
old
older
the oldest Sign up to vote on this title
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But be careful! Adjectives with one vowel + one consonant (except consonant (except w) d the consonant before and est
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Some adjectives with two syllables also syllables also take – er and – est: Nice
nicer
the nicest
Simple
simpler the
simplest
Some adjectives with more than one syllable end in – y. Change the y to er and er and est. est.
Easy
easier
the easiest
Happy
happier
the happiest
To make the comparatives and superlatives of most adjectives with more one syllable: syllable: add more or more or most. most.
Adjective
Comparative
Superlative
Dangerous
more dangerous
the most dangerous
Careful
more careful
the most careful
Expensive
more expensive Useful Not theuseful most expensive
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Verb tenses in English 1. Study the following information.
Positive tenses Present Tense
Simple Continuous
Past Tense
Simple Continuous
Present Perfect
Simple Continuous
Past Perfect
Simple Continuous
Negative tenses
I lay She plays
She doesn’t play
I’m playing
I’m not playing
Are you pl
She’s playing
She isn’t playing
Is she play
I played She played
I didn’t play
Did you pla Did she pla
I was playing She was playing I have played She has played
She didn’t play I wasn’t playing She wasn’t playing I haven’t played She hasn’t played
Were you Was she p
Have you p Has she pl
Have yo playing? been Has she
been
playing
playing?
I had played
I hadn’t played
Had you p
She had played
She hadn’t played
Had she pl
I hadn’t been playing I had been playing Had yo She had been She hadn’t been playing? Sign up to vote on this title playing
Will-future
Do you pla Does she p
I don’t play
haven’t I have been playing I She has been playing She hasn’t playing
playing Future
Ques
I’ll play
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I won’t play
Had sh playing?
Will you pl
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When do we use these tenses?
Tense
Use
Examples
Simple Present
Used in English to express I play football. habitual or repetitive actions, I do the laundry. customs, and universal truth.
Present Continuous
This tense is used to describe I am teaching English
actions that are happening in now. this moment. In other situations She is still having dinner. it can also be used to express future actions.
Simple Future
"Will" often suggests that a A: I'm really hungry.
speaker will do something B: I'll make some sandwi voluntarily. "Will" is usually used in I will call you when I arri I promise I will not te promises.
about the surprise party.
Going to Future
Sign up to vote Heon this is title going to spen "Be going to" expresses that UsefulIt Not useful vacation in Hawaii. something is a plan. expresses the idea that a
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Simple Past
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The simple past is a tense used I saw a movie yesterday. to describe complete actions or events that took place in some I didn't see a movie yest
time before now. The time can be specified by using some Last year, I travelled to J adverbs, for example: yesterday, last night, last week, last month, last year, and so on.
Past Continuous
Use the Past Continuous to I was watching TV wh indicate that a longer action in called. the past was interrupted. The interruption is usually an action When the phone rang, s in the Simple Past.
writing a letter.
While we were having a it started to rain.
Present Perfect Simple
This tense is used to describe I have seen that movie actions that began in the past, times.
still go on in the present and possibly in the future. The I think I have met him structure of this tense needs the before. auxiliary "have" and Sign the up past to vote on this title participle of the verb.
Useful
There have Not useful
been
earthquakes in California
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Present Perfect Continuous
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We use the Present Perfect They have been talking Continuous to show that last hour. something started in the past
and has continued up until now. She has been working "For five minutes", "for two company for three years. weeks", and "since Tuesday"
are all durations which can be James has been teaching used with the Present Perfect University since June. Continuous. Past Perfect Simple
The Past Perfect expresses the idea that something occurred before another action in the past. It can also show that something happened before a
to Kauai.
specific time in the past.
before your trip in 1992?
I had never seen s beautiful beach before
Had you ever visited th
Yes, I had been to th once before in 1988.
Past Perfect Continuous
We use the Past Perfect They had been talking f Continuous to show that an hour before Tony arri something started in the past
and continued up until another She had been working time in the past. "For five company for three years minutes" and "for two weeks" it went out of business. are both durations which can Sign up be to vote on this title
used with the Past Perfect Useful Not useful James had been teach Continuous.
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Conditional Perfect Conditional
there had been a party.
The future perfect tense They will have walked. designates actions that will have By Saturday noon, I wi been completed at a specified finished my housework. time in the future. The Future Perfect expresses the idea that something will occur before another action in the future. It can also show that something will happen before a specific time in the future
Future Continuous
The conditional and conditional We would know about perfect tenses are used to Samantha saw her. express hypothetical I would have been th or "contrary to fact" statements
Future Perfect
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By next November, I wi received my promotion.
By the time he gets hom
is going to have clean entire house.
Use the Future Continuous to I will be watching TV wh indicate that a longer action in arrives tonight. the future will be interrupted.
The interruption is usually an I will be waiting for you action in the Simple Future. your bus arrives. Remember this can be a real interruption or just an While I am working, Ste
make dinner. (NOTICE interruption in time. of "wh working" because The Future ContinuousSigncannot up to vote on this title be used in clauses beginning Useful Not useful with "when", "while", "before", I am going to be staying
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Future in the Past
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Like Simple Future, Future in I told you he was go the Past has two different forms come to the party. in English, "Would" and "Was Going to." Although the two I knew Julie would forms can sometimes be used dinner. interchangeably, they often
express two very different Jane said Sam would br sister with him, but he meanings. Future in the Past, follows the alone.
same basic rules as the Simple Future. "Would" follows the I had a feeling tha same basic rules as "Will," and vacation was going to "Was Going to" follows the disaster. same rules as "Be Going to." Future in the Past is used to He promised he would express the idea that in the past postcard from Egypt. you thought something would happen in the future. It does not matter if you are correct or not.
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The Simple Past - rules
Study the following verbs in the Simple Past. Simple Past of the verb TO BE AFFIRMAT AFFI RMATIVE IVE INTERROGATIVE
NEGATIV NEG ATIVE E
I was I was not ( not (wasn’t) Was I…? You were You were not ( not (weren’t) Were you…? He / he / It was He / she / It was It was not ( not (wasn’t) Was he / she / it…? We / you / they were We / You / They were not ( not (weren’t)____ Were Were you / they…?
TRADUÇÃO: I was – eu era, estava, eu fui, estive; you were – tu eras, estavas, estiveste; he was – ele era, foi, estava, esteve; we were – nós éramos, f estivemos; you estivemos; you were – vós éreis, fostes; they were – eles (elas) eram, estavam, estiveram. Simple Past of the verb TO HAVE AFFIRMAT AFFI RMATIVE IVE INTERROGATIVE
NEGATIV NEG ATIVE E Sign up to vote on this title
I had You had
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I had not ( not (hadn’t) You had not (hadn’t)
Had you / he / she /
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TRADUÇÃO: I had – eu tinha, tive; you had – tu tinhas, tiveste; he had tinha, teve, etc. Simple Past of the verb TO DO AFFIRMAT AFFI RMATIVE IVE INTERROGATIVE
NEGATIV NEG ATIVE E
I did You did He / he / It did We / you / they did
I did not ( not (didn’t) Did You did not ( not (didn’t) you / he / she He / she / It It did not (didn’t / it / )we / you / We / You / They did not ( not (didn’t) they...?
TRADUÇÃO: I did – eu fiz, fazia, etc. E como se forma o passado dos verbos regulares? o
Com os verbos regulares é é bastante mais fácil! Acrescenta-se –ed ao ed ao infinitivo do v E.g. Help---» E.g. Help---» helped helped;; like ---»lik ed; ed; watch---»watched watch---»watched.. No caso de verbos como like , que já terminam em –e, não vamos acrescentar – Sign up to vote on this title sim –d, para evitar duas vogais seguidas! Useful Not useful
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List of verbs
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Simple Past – exercises A. Fill in the correct form of " was" or or "were"
A class trip to Jerusalem
Yesterday our class 1. ________ on a trip. It 2. ________ a
Jerusalem. At seven o’clock we 3. ________ still at home. Our things 4. ___
ready. At half past seven we 5. ________ at school. All the pupils 6. ___ there. Our teachers 7. ________ there and the buses 8. ________ there, to eight o’clock we 9. ________ on the buses on the way to Jerusalem.
We 10.________ in Jerusalem all day. The weather 11. ________ pleasant. It 12. ________ a long day but it 13. ________ very interesting. At six o’clock in the evening we 14. ________ back at our school.
________ a nice class trip.
B. Write Yes/No questions questions to the following answers
1.
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Yes, we were in the park on Saturday.
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________________________ ___________________________________ _______________________ ________________________ _______________________ ___________
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3. No, he wasn’t late this morning.
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ 4. No, the weather was nice yesterday.
_______________________ __________________________________ ________________________ ________________________ _______________________ ____________
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ 5. Yes, I was in the kitchen a minute ago.
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ 6. No, Karen wasn’t sick yesterday.
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ 7. Yes, I was at home last night.
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ 8. Yes, Or was in my class last year.
________________________ ___________________________________ ________________________ ________________________ ______________________ ___________ Sign up to vote on this title
________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Useful Not useful
9. No, Gal was in Israel last year.
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C. 1.
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Write WH questions about the underlined words _____________________ ________________________________ ______________________ ___________________ ________
The circuit was here last month.
2.
_____________________ ________________________________ ______________________ ___________________ ________
I was at the zoo on Sunday.
3.
_____________________ ________________________________ ______________________ ___________________ ________
Many pupils were late for school this morning because of the traffic. 4.
___________________________________________________
We were in Eilat last summer. 5.
___________________________________________________
Some apples were in the basket. 6.
___________________________________________________
Tomer was at the library yesterday afternoon. 7.
___________________________________________________ Sign up to vote on this title
Useful Mr. and Mrs. Segev were at home two hours ago.
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10.
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__________________________________________________
The weather was very pleasant yesterday.
C. Add d, +ed or +ied to the following verbs
1.
call
________________________ __________________________
2.
clean
_______________________ _________________________ __
3.
play
_______________________ _________________________ __
4.
close
_______________________ _________________________ __
5.
cry
_______________________ _________________________ __
6.
drop
_______________________ _________________________ __
7.
wait
_______________________ _________________________ __
8.
practice
_________________________
9.
notice
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10.
jog
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flight. From the moment I 6.________ (see) her I 7. ________ (think) she was an
interesting person. The only empty seat 8. ________ (be) next to me. She 9.
________ (ask) me if she 10. ________ (can) sit there. She 11. ________ (speak)
English but she 12. ________ (have) a foreign accent. Later I 13. ________ (hear)
her speak French and Italian. I 14. ________ (want) to talk to her but she 15.
________ (not say) much the whole flight. I 16. ________ (become) more and more
curious as the trip 17. ________ (continue). I 18. ________ (watch) her carefully and
19. ________ (notice) that she 20. ________ (have) two passports. From time to
time she 21. ________ (read) her book, but most of the time she 22. ________
(seem) to be thinking about something else. When we finally 23. ________ (arrive) in
New York she 24. ________ (go) to the customs officer. He 25. ________ (look)
quickly inside her luggage. Then he 26. ________ (tell) her to go on. Later I 27.
________ (meet) her at the airport. She suddenly 28. ________ (wave) to someone
and 29. ________ (smile) I 30. ________ (turn) around for a minute and she 31. ________ (disappear).
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The Past Continuous - rules
1. Read and study the information below.
FORM Past Continuous [WAS / WERE] + [VERB+ing] EXAMPLES: I was studying when she called. I was carefully picking up the snake when it bit me.
NOTE: When NOTE: When you are using a verb tense with more than one part p art such as Past Contin (was picking), adverbs often come between the first part and the second s econd part (was carefully picking). IMPORTANT
Clauses are groups of words which have meaning but are not complete sentences. So clauses begin with the word when such such as "...when she called " or "...when it bit me." Sign up to vote on this title Clauses with the Past Continuous usually start with while . While expresses expresses the idea "d Useful Not useful the time." Study the examples below. They have the same meaning.
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USE 1 Interrupted Action in the Past
Use the Past Continuous to indicate that a longer action in the past was interrupted. T interruption is usually an action in the Simple Past. Remember this can be a real interruption or just an interruption in time. EXAMPLES: I was watching TV when she called. When the phone rang, she was writing a letter. While we were having a picnic, it started to rain. Sally was working when Joe had the car accident. While John was sleeping last night, someone stole his car.
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USE 2 Specific Time as an Interruption
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At midnight, we were still driving through the desert.
IMPORTANT
In the Simple Past a specific time is used to show when an action began or finished. I Past Continuous a specific time only interrupts the action. EXAMPLES: Last night at 6 p.m., I ate dinner. (I started eating at 6 p.m.) Last night at 6 p.m., I was eating dinner. (I started earlier and at 6 p.m. I was in the process of eating dinner.)
USE 3 Parallel Actions Sign up to vote on this title
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When you use the Past Continuous with two actions in the same sentence, it expresse idea that both actions were happening at the same time. The actions actio ns are parallel.
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They were eating dinner, discussing their plans and having a good time. tim e.
USE 4 Atmosphere 4 Atmosphere
In English we often use a series of Parallel Actions to describe atmosphere in the past EXAMPLE:
When I walked into the office, several people were busily typing, some were talking o phones, the boss was yelling directions, and customers were waiting to be helped. On customer was yelling at a secretary and waving his hands. Others were complaining comp laining t each other about the bad service.
In http://www.englishpage.com/verbpage/pastcontinuou
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Past Continuous – exercises
A. Put the verbs into the correct form (past progressive).
1. When I phoned my friends, they _________________ _________________ (play) monopoly. 2. Yesterday at six I _________________ _________________ (prepare) dinner. 3. The kids ____________ _________________ _____ (play) in the garden when it suddenly beg rain. 4. I _______________ _________________ __ (practice) (practice) the guitar guitar when he came home. 5. We _________________ _________________ (not / cycle) cycle) all day. 6. While Alan _________________ _________________ (work) in his room, his _________________ _________________ (swim) in the pool. Sign up to vote on this title useful Useful Not 7. I tried to tell them the truth truth but they _________________ _________ ________ (not / listen ) . 8. What _________________ _________________ (you / do) yesterday?
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B. Write correct sentences:
* Yesterday at 6 p.m. your family were doing different things. Write p sentences in past progressive.
1. My mother / read / a novel ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
2. My father / watch / a movie ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
3. My elder sister / writing / in her diary ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ ________________________ ________________________ ______________________ ___________
4. My two brothers / listen / to the radio ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
5. My little sister and I / not / watch / a movie Sign up to vote on this title Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
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Present Perfect – rules
1. Study this. FORM [has/have + past participle] Examples:
You have seen that that movie many times. Have you you seen that that movie many times? You have not seen that that movie many times. Sign up to vote on this title
USE 1 Unspecified Time Before Now
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You CANNOT use the Present Perfect with specific time expressions s
as: yesterday, yesterday, one year ago, last week, when I was a child, when I lived in Japan, at moment, that day, one day, etc. We CAN use the Present Perfect with unspecific
expressions such as: ever, never, once, many times, several times, before, so far, alre yet, etc.
Examples:
I have seen that that movie twenty times.
I think I have met him him once before.
There have been many many earthquakes in California.
People have travelled to to the Moon.
People have not travelled to to Mars.
Have you you read the the book yet?
Nobody has ever ever climbed that that mountain.
A: Has there there ever been a a war in the United States? B: Yes, there has been a a war in the United States.
How Do You Actually Use the Present Perfect?
The concept of "unspecified time" can be very confusing to English learners. It best to associate Present Perfect with the following topics: Sign up to vote on this title
TOPIC 1 Experience
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I have been to to France.
H IS SENTENCE MEANS THAT YOU HAVE HAD THE EXPERIENCE OF BEING IN F RANC R ANC T HIS YO U HA VE BE EN TH ER E ON CE , OR OR SEVERAL TIMES . M AY BE YOU
I have been to to France three times. O U CAN ADD THE NUMBER OF TIMES AT THE END OF THE SENTENCE . Y OU
I have never never been to to France. H IS SENTENCE MEANS THAT YOU HAVE NOT HAD THE E XPERIENCE OF GOING TO T HIS R ANCE . F RANCE
I think I have seen that that movie before.
He has never never travelled by by train.
Joan has studied two two foreign languages.
A: Have you you ever met him? him? B: No, I have not not met him. him.
TOPIC 2 Change Over Time
We often use the Present Perfect to talk about change that has happened over period of time. Examples: You have grown since since the last time I saw you.
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TOPIC 3 Accomplishments We often use the Present Perfect to list the accomplishments of individuals and humanity. You cannot mention a specific time. Examples:
Man has walked on on the Moon.
Our son has learned how how to read.
Doctors have cured many many deadly diseases.
Scientists have split the the atom.
TOPIC 4 An Uncompleted Action You Are Expecting
We often use the Present Perfect to say that an action which we expected has happened. Using the Present Perfect suggests that we are still waiting for the action t happen. Examples:
James has not finished his his homework yet.
Susan hasn't mastered Japanese, Japanese, but she s he can communicate.
Bill has still still not arrived .
The rain hasn't stopped .
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TOPIC 5 Multiple Actions at Different Times
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The army has attacked that that city five times.
I have had four four quizzes and five tests so far this semester.
We have had many many major problems while working on this project.
She has talked to to several specialists about her problem, but nobody knows why she sick.
Time Expressions with Present Perfect
When we use the Present Perfect it means that something has happened at so point in our lives before now. Remember, the exact time the action happened is not important.
Sometimes, we want to limit the time we are looking in for an experience. We do this with expressions such as: in the last week, in the last year, this week, this mon so far, up to now, etc.
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Examples:
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NOTICE "Last year" and "in the last year" are very different in meaning. "Last year" me the year before now, and it is considered a specific time which requires Simple Past last year" means from 365 days ago until now. It is not considered a specific time, so requires Present Perfect. Examples:
I went to to Mexico last year . WENT TO M EXICO E XICO IN THE CALENDAR YEAR BEFORE THIS ONE . I WENT
I have been to to Mexico in the last year .
HAVE BEEN TO M EXICO E XICO AT LEAST ONCE AT SOME POINT BETWEEN 36 DAYS AGO I HAVE 365 5 DAYS NO W .
USE 2 Duration From the Past Until Now (Non-Continuous Verbs)
With Non-Continuous With Non-Continuous Verbs and non-continuous uses of Mixed Mixed Verbs, we Verbs, we use t Present Perfect to show that something started in the past and has continuedup until Sign up to vote on this title "For five minutes," "for two weeks," and "since Tuesday" are alldurations Not useful which can b Useful used with the Present Perfect.
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Although the above use of Present Perfect is normally normally limited to Non-Continuo Verbs and non-continuous uses of Mixed Verbs, the words "live," "work," "teach," "teach," and "study" are sometimes used in this way even though they are NOT Non-Continuous Ve ADVERB PLACEMENT
The examples below show the placement for grammar adverbs such as: alway only, never, ever, still, just, etc. Examples:
You have only seen seen that movie one time.
Have you only seen seen that movie one time?
ACTIVE / PASSIVE
Examples:
Many tourists have visited that visited that castle. A CTIVE That castle has been visited by visited by many tourists. P AS SI VE
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Present Perfect – exercises 1. Write sentences in the present perfect.
a) Phil / not / miss / the bus ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
b) they / not / plant / a tree ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ _______________________ __________________________________ ________________________ ________________________ _______________________ ____________
c) Vanessa / catch / the ball ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
d) we / sell / our old car ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________
e) the train / leave / the station ________________________ ___________________________________ _______________________ ________________________ _______________________ ___________ ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ 2. Write questions in present perfect simple.
a) you / correct / my mistakes ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ _______________________ __________________________________ ________________________ ________________________ _______________________ ____________
b) you / practise / your English Sign up to vote on this title ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ Useful Not useful ________________________ ___________________________________ _______________________ _______________________ _______________________ ____________ c) she / tidy up / her room
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Past Perfect – rules
1. Study this. FORM
[had + past participle] Examples:
You had studied English English before you moved to New York.
Had you you studied English English before you moved to New York?
You had not not studied English English before you moved to New York.
USE 1 Completed Action Before Something in the Past
The Past Perfect expresses the idea that something occurred before another ac in the past. It can also show that something happened before a specific time in the pa Sign up to vote on this title
Examples:
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We were not able to get a hotel room because we had not booked in in advance. A: Had you you ever visited the the U.S. before your trip in 2006? B: Yes, I had been to to the U.S. once before.
USE 2 Duration Before Something in the Past (Non-Continuous Verbs
With Non-Continuous With Non-Continuous Verbs and some non-continuous uses of Mixed Mixed Verbs, the Past Perfect to show that something started in the past and continued up until an action in the past. Examples:
We had had that that car for ten years before it broke down.
By the time Alex finished his studies, he had been in in London for over eight years.
They felt bad about selling the house because they had owned it it for more than forty years.
Although the above use of Past Perfect is normally limited to Non-Continuous Non-Continuous Verbs a non-continuous uses of Mixed Verbs, the words "live," "work," "teach," and "study" ar Sign up to vote on this title sometimes used in this way even though they are NOT Non-Continuous Verbs. Useful Not useful
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Unlike with the Present the Present Perfect, it Perfect, it is possible to use specific time words or phra with the Past Perfect. Although this is possible, it is usually not necessary. Example:
She had visited her her Japanese relatives once in 1993 before she moved in with them 1996.
MOREOVER If the Past Perfect action did occur at a specific time, the Simple Past can be u instead of the Past Perfect when "before" or "after" is used in the sentence. The word "before" and "after" actually tell you what happens first, so the Past Perfect is optiona this reason, both sentences below are correct. Examples:
She had visited her her Japanese relatives once in 1993 before she moved in with them 1996.
She visited her her Japanese relatives once in 1993 before she moved in with them in 19
HOWEVER Sign up to vote on this title
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Examples:
She never saw a a bear before she moved to Alaska. Not Correct
She had never never seen a a bear before she moved to Alaska. Correct
ADVERB PLACEMENT
The examples below show the placement for grammar adverbs such as: alway only, never, ever, still, just, etc. Examples:
You had previously had previously studied studied English before you moved to New York.
Had you previously you previously studied studied English before you moved to New York?
ACTIVE / PASSIVE
Examples:
George had repaired many many cars before he received his mechanic's license. A CTIVE
Many cars had been repaired by by George before he received his mechanic's AS SIVE VE license. P ASSI Sign up to vote on this title
Useful Not useful In http://www.englishpage.com/verbpage/pastperfec
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Past Perfect – exercises
A. Put the verbs into the correct form (past perfect simple). had built
1. The storm destroyed the sandcastle that we (build) 2. He (not / be)
to Cape Town before 1997.
3. When she went out to play, she (do / already)
her homework.
4. My brother ate all of the cake that our mum (make)
.
5. The doctor took off the plaster that he (put on) 6. The waiter brought a drink that I (not / order) 7. I could not remember the poem we (learn)
six weeks before. .
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the week before.
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B. Complete the sentences below using the negative form of past perfect. Use the form. Example:
He ________ (leave) when I arrived. He hadn't left when I arrived. arr ived.
1.
The man was hit by a red car. The driver _____________________ _____________________________ ________
him. 2.
I saw him because he _____________________ _____________________________ ________ (leave) for work.
3.
The girl was afraid. She ______________________ _____________________________ _______
(fly) on
before. 4.
Tamsin was happy to see John again. They ________________________ ________________________
(meet) for a long time. 5.
He didn't get the job because he _____________________ _____________________________ ________ (send)
papers. 6.
The apartment was dirty. They ____________________ _____________________________ _________ (clean)
long time. 7.
The dog was really hungry. Mary _______________________ _____________________________ ______
since Monday. 8.
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She _______________________ _____________________________ ______ (iron) her blouse. She looked a mess
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How to use “Would”
1. Bear this in mind!
Would for unreal situations The word would is used for unreal or imagined situations: 'I would love to visit New York.' 'She would like to be professional footballer.' 'We would go, but we are too busy.'
Would as a past tense Would and wouldn't are the past tense of will and won't. Let's look at an example using direct and reported speech: Andrew: 'I will be late.' (direct speech) 'Andrew said that he would be late.'(reported speech)
Would in conditional sentences
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Would is used again for unreal or hypothetical situations in the 2nd and 3rd condition
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Would not as 'to refuse' Wouldn't (would not) is used to show that someone refused to do something: 'I asked him if I could borrow his car, but he wouldn't lend it to me.'
Would for past actions Would can be used to talk about actions that repeated in the past. It is used in the context as used to: 'When I was young I would do my homework every evening.' 'In the summer we would always go camping.'
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If clauses (conditionals) – rules 1. Study the following rules.
Type zero
to describe what always happens (habits and true facts). When or if can can in
♣
the sentence.
E.g. If it rains, we stay at home. = When it rains, we stay at home.
If I travel by car, I sleep during d uring the whole journey.
to tell people what to do in certain situations.
♣
E.g. If you feel sick, go to the doctor.
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Bibliografia
A.A.V.V., A.
Guia de Conversação – Inglês Inglês , Porto, Porto Editora, Abril de 200
A. V. V., Longman Dictionary of Contemporary English, England, Lon
2000.
Carter, Ronald, Rebecca Hughes e Michael McCarthy, McCarthy , Exploring Gra in Context , Cambridge University Press, Cambridge, 2000
CRYSTAL, David, David, The Cambridge Encyclopedia of the English Lang Cambridge, Cambridge University Press, 1997.
DIGNEN, Bob, Communicating in Business English , New York, Co Publishing, 2003.
Duckworth, Michael, Business Grammar & Practice , Oxford University Oxford, 2003/2004
Duckworth, Michael, High Season, English for the Hotel and Tourist Ind Oxford, Oxford University Press, 2009.
1992/2003
Eastwood, John, Oxford Practice Grammar , to Oxford Press, O Sign up vote onUniversity this title
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Fitikides, T. J., Common Mistakes in English, Longman , Essex, 1936/2004
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Maggioni, Manuela e Maria Hélder Valério, English is Fun . Gramát Inglês 2º e 3º Ciclos , Plátano Editora, Lisboa, 1992
Mascull, Bill, Bill, Business Vocabulary in Use , Cambridge, Cambridge Uni Press, 2002.
Murphy, Raymond, English Grammar in Use with answers, a self reference and practice book for intermediate students, Cambridge, London, New York
Rochelle, Melbourne, Sydney, Cambridge University Press, 1986
Murphy, Raymond, Raymond, English Grammar in Use (Intermediate), Cam
University Press, Cambridge, 1985/1989
Summers, Della (editorial director), Longman Dictionary of E Language and Culture , England, Longman, 1992.
Sotto Mayor, Mª Manuela, Manuela , Brush Up your Grammar 10º, 11º, 12º Editora, Porto, 2002
Swan, Michael, Practical English Usage , Oxford University Press, O
1980/2002
Tayfoor, Susanne, Common Mistakes and how to avoid them, Camb Cambridge University Press, 2004.
Sítios
na Internet (geral)
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Pesquisas realizadas a partir de www.google.com e www.youtube.com
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