espayerscom.files.wordpress.com  · Web view2016. 10. 7. · Unit IV. Application. Module: Telephone Conversation. Some guests would like to make reservations or book a room. So

Unit IVApplication

Module: Telephone Conversation

Some guests would like to make reservations or book a room. So there are times hotel staffs may have to talk to the guests using the telephone. Some staff spends most of their time speaking to the guests using the telephone like the receptionist but it may vary as well for some staff may taking orders for room service, reservations at the restaurant and booking rooms.

Lesson:Telephone Conversation

Lesson Objectives:To learn different expressions in using the telephone in conversing with the guests.

Bell Desk Staff

Staff: Bell Desk, how may I help you?

Guest: Yes this is Mr. Morrison. Could you send up a bell man as soon as possible, we’re checking out.

Staff: Of course sir, could I have your room number?

Guest: It’s 876.

Staff: A bell man will be there within 5 minutes sir.

Guest: Thanks, bye.

Staff: Good bye, sir.

Engineering/Maintenance Staff

Staff: Engineering, how may I help you.

Guest: Yes the toilet in my room is overflowing.

Staff: That’s not good; I’ll send someone up right away. Could I have your room number please?

Guest: It’s 1866.

Staff: Someone will be there in a few minutes sir.

Guest: Great, thanks.

Staff: You’re welcome sir.

Kitchen Staff

Staff: Main Kitchen.

Caller: May I speak to Chef Morrison please?

Staff: He is not in at the moment. Can I take a message?

Caller: Yes, could you tell him that Julie Anderson called.

Staff: Could I have your number please?

Caller: Yes, it's 555- 6709.

Staff: I'll give him the message.

Caller: Thanks, bye.

Activity.

The teacher will ask some volunteers to answer the chart on the blackboard. Using the following chart, they have to complete a telephone conversation.

Receptionist

“Good morning, Triad Publishing.”

Say Mr Barry is not in.

Explain that he is out of office for a few days. Offer to take a message.

Ask the caller to repeat his/ her name and give you his/ her telephone number.

Confirm the information.

End call

Caller

Introduce yourself. Ask to speak to Mr Barry.

Ask when you can contact him.

Say you would like Mr Barry to call you.

Repeat your name and give your number.

End call.

Exercise

On the phone

1 Match the words and phrases with similar meaning.

a I’ll put you through.

b Who’s calling, please?

c Anything else?

d The line’s busy

f Go ahead.

g Hold on.

h This is …

1 Is that all?

2 I’m ready.

3 I’ll connect you.

4 … speaking

5 Could I have your name?

6 The line’s engaged.

7 One moment

Unit IVApplication

Module: Business Letter Writing

In the area of Hospitality Management, transactions do not only flow through telephone conversations or face-to-face conversations but also writing a letter. You make a business letter to have reservations in arestaurant and something more.

Lesson:Business Letter Writing

Lesson Objectives: To enhance the students’ comprehension in writing business letters.

Activity.Fill the missing parts.

Mechanics:

1. A big chart with a letter that has missing parts will be posted in front.

2. Selected students will be given a strip of paper which contains the example of the missing parts.

3. The selected students will fill in the missing parts of the letter by the strips pf paper that they have.

Exercise

Direction: Use the list of word choices to answer the following question.

1. _________________ is the place of the writer to handwritten their name.

2. The recipients name, company name, and address are called ___________

3. The purpose of the letter is included in the ______________.

4. Yours truly, is an example of _______________.

5. The last line in the business letter is the _______________.

6. The _______________ is when the letter is written.

7. The _______________ is the address of the letter.

8. Dear Mr. Johnson is a ______________.

9. In a _____________ letter, there are rules about how the greeting and the goodbye should be written.

10. When you apply for a job with an ______________ there is no need to send a letter.

Writers Typed Name signature application form

salutation formal inside address

complimentary closing body date returned address

Unit IVApplication

Module: English for Interview

Before students could face the job world, they must pass through the entrance of real life, which is to apply a job. Good qualifications and trustworthy impression are the requirements to occupy the job the students are applying. In their chosen field of study, interview is also a part of their training, as it also involves communication, and every student who is in the preparatory to job life will also be practically facing job interview.

Lesson:English for Interview

Lesson Objectives:To practice the students how to properly respond to the interviewer during their interview.

Activity: Mock-Job interview

Mechanics: In this activity, the teacher will serve as the interviewer. He or she can invite few of her professional friends to serve as interviewers with her to save time (as the length of time for this activity depends on the total population of the students in the classroom). The activity will also provide a criteria like as follows:

Proper posture= 25%

Confidence= 25%

Fluency= 25%

Proper attire= 25%

TOTAL= 100%

Every interviewer must have a scoring sheet while interviewing the students to grade each interviewee according to their posture, attire, response and mannerism. The teacher will instruct the students about the criteria of the best interviewee and the student who will get the perfect grade will be recognized.

Exercise

Directions: In the blanks provided below, right good if the statement gives a proper situation and bad if not.

__________1. Gina did a lot of memorization on the night before the interview. On the next day, she was surprised with the questions she did not expect.

__________2. Roger woke up early in the day of his interview, reviewing his resume and his application letter, then he groomed himself and made sure there were no unnecessary marks on his sleeves.

__________3.Shaned was asked by her interviewer if she has ever had a boyfriend before. She reminded him that he was already beyond the limit.

__________4. As they were about to finish their interview, Gary suddenly asked his interviewer about the salary amount he would be having, plus his 13th month bonus.

__________5. Mr. Reyes was having a debate with the applicant over the managing strategy the hotel applied. The applicant did not agree with their service.

__________6.Lyolla arrived late at the restaurant in her blouse and jeans while bringing her folded resume to the employer.

__________7.Mhegan arrived three minutes late in her best attire and grooming make up and sat beside another applicant who arrived very early with improper attire.

__________8. Noel’s application was rejected because he was overqualified.

__________9. The employers were satisfied with Jennifer’s educational attainment and her working experience.

__________10. Michelle’s lips were obviously shaking as the employer asked her to describe herself.

Summative Test

Test I.A Complete the sentences with the most suitable word.

a If you don’t know his number, why don’t you look it up in the __________________ ?

b The phone’s __________________ . Would somebody answer it, please?

c I called you a while ago, but your line was __________________ .

d The telephone __________________ has been increased.

e I left her a message on the __________________, but she didn’t call me back. f Our telephone __________________ was enormous last month. I had to call abroad several times, so it is not a big surprise.

g I’m sorry, it’s a __________________ . I can’t hear you very well.

h Sorry, you have the __________________ number.

TEST II.B Complete the sentences with the most suitable phrasal verb.

a ‘The phone’s ringing.’ – ‘I’ll ________ it ________ .’

b Sorry, I’ve got to go now. I’ll ________ you ________ later.

c ‘Could I speak to Mr Barring, please?’ – ‘I’ll ________ you ________ .’

d I tried to call you several times last night, but I couldn’t ________________ . There must have been something wrong with the lines.

e I was going to explain the details when suddenly we were ________________ . f Could you ________________ for a moment. I’ll check the figures for you.

g Why don’t you ________________ his number in the directory?

h I was waiting for a couple of minutes but there was no answer, so I ________________ .

i Could you _________ Harry _______ ? I’d like to talk to him as well. j Sorry, I can’t hear you very well. Could you ________________?

Test III. Directions: Encircle the letter of the best answer.

1. Which of the following best describes an impressive applicant?a. An applicant with proper attire.b. An applicant with the best attitude.c. A good conversationalist.d. All of the above.

2. If the employer asks you this question: Would you mind if I ask you one more thing? What should be the answer?

a. Yes, I don’t mind.b. No, I don’t mind.c. Yes, I mind.d. No, I mind.

3. What is the first thing you should do as you appear to the employer before the interview?

a. Directly sit on the seat.b. Curtsy and smile.c. Pause, breathe in and out, and smile at the employer.d. Smile and shakes hands with the employer.

4. Which is an improper attire?a. Khaki pants and flowery sleevesb. Pencil skirt and see-through blousec. Blouse and jeansd. Half-sleeve polo and slacks

5. How do you sit as to impress the employer?a. Cross legs positionb. Spreading arms positionc. Back-straight positiond. Freezing position

6. When you are asked “How much salary do you want?” What should be your answer?

a. I want enough to pay our bills, house rent, and tuition for my siblings.b. Half a million every month will do.c. I want a salary that matches the worth of my hard work and

commitment.d. I don’t need much salary as long as I have a job for living.

7. What catches the employer’s attention?a. Eye contact

b. Mannerismc. Postured. All of the above

8. Who, among the choices, is the best applicant?a. Jol Lie arrived early in the hotel with her hair uncombed to apply.b. Michelle arrived late in the hotel with proper attire and grooming face

to apply.c. Cyveil arrived early in the hotel with resume and application form to

apply.d. None

9. How will you answer Describe Yourself?a. Describe yourself meticulously, even to the smallest detail.b. Describe yourself comprehensively.c. Summarize your personal experiences.d. Answer with other’s opinion about yourself.

10. When the employer asks your civil status with unnecessary body language, what will you do?

a. Walk out and report to the administrative office.b. Tell other applicants about your experience during the interview.c. Take advantage to be hired.d. Remind the employer his limits.

11. When you are asked to state your achievements, how will you answer?a. State every achievement you attained since elementary.b. Comprehensively state those achievements that can contribute to

your desired job.c. State one achievement and hide the rest.d. Show your medals and ribbons, and then describe each award.

12. The employer tells you “Hey, you look good!” How will you answer?a. Hey, you look good too.b. Hello, you look good also.c. Thanks, you too.d. I know right.

13. What will be the first thing you must say when you appear to the employer?

a. Hello. Good morning ma’am and sir.b. Hello, ma’am and sir, I am (name) and I am here to apply.c. Hello, ma’am and sir.

d. Good morning, ma’am and sir.14. If you are going to be informed about the over-time working hours in the

hotel during holidays, and will be challenged about that, how will you answer?

a. I also need rest time.b. I don’t care about working hours. I seriously need a job.c. I think I can manage.d. I am still willing to apply.

15. What is a tertiary background?a. Pre-school backgroundb. High school backgroundc. Historical backgroundd. College background

16. Which is a civil status?a. I am in a complicated relationship.b. I am single.c. I am 20 years old.d. I am a Filipino.

17. Which is the proper posture during the interview?a. Sit straight on the chair, stick both your feet, and smile.b. Lean on the chair, cross legs, and smile.c. Sit straight on the chair, cross feet, and smile.d. Lean on the arm of the chair, cross legs, and stare at the employer.

18. Which negatives should be avoided while answering a question in the interview?

a. Lengthy answer.b. Shaky voice.c. Repeated words.d. All of the above.

19. Which mannerism should be avoided during the interview?a. Mingling something.b. Crossing feet.c. Nodding during the interview.d. Shaking head during the interview.

20. What should be avoided in doing before the interview?a. Eating meal.b. Drinking cold water.

c. Relaxing in the seat.d. Talking with the applicant.

Test IV. Test I. Put the correct answers before the numbers.

__1. What is one of the problems in business today that result from poor listening skills?

a. Broken relationships

b. Short term memory

c. All of the above

__2. You’re attending a conference and you’d like to have the card of a senior executive

you meet. How do you get it?

a. You offer them your card and ask them for theirs.

b. You tell them you need their card so you can remember their name.

c. You create an opportunity and establish rapport with them and develop a

specific reason for them to ask you for your card in hopes they will offer you

theirs.

__3. When making an entrance into an office with people working at their desks, it’s

always best to:

a. Do your best to not draw attention to yourself.

b. Appear pleasant and greet people by saying hello to those at the desks.

c. Walk in a room and stand there and wait patiently for someone to look up and

recognize that you need help.

__4. If you want to make a good impression on a senior executive when you meet them for

the first time, it’s best to:

a. Greet them and tell them about the project you’re working on so they’ll know

what you are doing for the company.

b. Appear genuinely sincere and ask them questions about the company and how

they became an executive for the company.

c. Appear pleasant and make brief short sentences that focus on them and wait

for them to reply.

__5. When making a business introduction between two people, the most important rule to

remember is:

a. Say your own name before introducing the two people

b. Use the name of the most important person first in the introduction.

c. Repeat the names of the people involved in the introduction twice so they’ll

remember each other’s names and their proper pronunciation of those names.

__6. For leading a successful business meeting, your number one priority is:

a. Making sure you have good attendance and participation.

b. Keeping great notes and sending them to everyone after the meeting.

c. Creating tasks and accomplishing the agenda in the allotted time.

__7. When giving a compliment, it’s best to:

a. Give a compliment to someone so that many people can hear the praise you

are giving them.

b. Give compliments to everyone in the office so everyone receives regular

praise.

c. Compliment specific behaviours regarding work, avoid personal compliments.

__8. Regarding criticism in the workplace, remember to:

a. Give criticism privately so it won’t embarrass anyone.

b. Criticize only a person’s work related skills and avoid offering personal

criticism.

c. Offer a patient critique and never criticize anyone.

__9.Humour in the workplace is:

a. A great way to occasionally break the stress during a business day.

b. A way to show your character by demonstrating the areas you find humorous.

c. All of the above.

__10. Anger is a complex emotion that occasionally surfaces in the workplace. When it

does, the best way to deal with anger is to:

a. Train yourself to deal with anger and don’t express it during working hours.

b. Speak your mind regularly so it doesn’t build up.

c. Find outlets for your anger such as a walk during lunch, journaling, counting

to ten. If you can’t resolve your anger, get help.

__11.Office gossip destroys careers, however, if you’re only listening to gossip:

a. You are not guilty of gossiping, after all, you were just listening and not

passing it on.

b. You have a deeper understanding of the complex problems of your

associations and can offer help when necessary.

c. You’re just as guilty as the one who is telling you gossip.

__12. If you walk into the office of a person you do not know, do you offer to shake their

hand?

a. Yes. It’s important to be a gracious guest when entering someone’s office.

b. No. You enter their office slowly (with a pleasant expression on your face)

and wait for them to offer to shake your hand; only then do you extend your

hand for a handshake.

c. You introduce yourself first, and then you initiate a handshake with them.

__13. If you are seated and someone approaches and offers to shake your hand, you should:

a) Stand up and shake the person’s hand.

b) Raise yourself slightly from your chair and shake the person’s hand.

c) Dismiss the handshake as an unnecessary formality and motion for the person

to sit down and join you.

___14. If you are considered a junior officer in your company and approach a senior officer,

do you offer to shake hands?

a) Yes, it is an excellent opportunity to make create trust and rapport.

b) No. You wait for the senior officer to initiate the handshake.

c) You should only initiate the handshake if the other person is a man. Woman

must be allowed to initiate handshakes according to their preferences.

__15. When dealing with corporate politics, it’s usually best to:

a. Let people know where you stand on issues, so you can work toward what it is

that you believe.

b. Create relationships with people who will side with you to create a corporate

consensus against those who don’t agree with you.

c. Respect all people’s opinions and treat everyone fairly to help make the best

decision for the success of the company.

OutPut

The students will be given situational problems and interactions which occur frequently is a hotel, restaurant, and company. The teacher will asked he students to act out the given situations and they also have to film it. The teacher will divide the students into 8

groups. This will serve as their final output in the Final Term

The film or video will be submitted one week before the final exam

Situations

Misunderstandings Helpful Service Fixing Mistakes Phone and Online Etiquette Angry Customer Defective Merchandise Complaints about Bad Service Complaints about Rude Employees

ANSWER KEY

EXERCISES

Lesson 4.1 Telephone Conversation

On the Phone 1

a I’ll put you through. ------ 3 I’ll connect you.

b Who’s calling please? ----- 5 Could I have your name?

c Anything else? ------ 1 Is that all?

d The line’s busy. ------- 6 The line’s engaged.

f Go ahead. (taking a note) --------- 2 I’m ready.

g Hold on. ----------- 7 One moment.

h This is … ----------- 4 … speaking

Lesson 4.2 Business Letter Writing

1.) Signature

2.) Inside Address

3.) Body

4.) Complimentary Closing

5.) Writers Typed Name

6.) Date

7.) Returned Address

8.) Salutation

9.) Formal

10.) Application Form

Lesson 4.3 English for Interview

1. Bad2. Good3. Good4. Bad5. Bad

6. Bad7. Bad8. Bad9. Good

10. Bad

Answer Key

Summative Test

Test I.

a If you don’t know his number, why don’t you look it up in the phone book/ directory?

b The phone’s ringing. Would somebody answer it, please?

c I called you a while ago, but your line was busy/ engaged.

d The telephone charge has been increased.

e I left her a message on the answerphone/ answering machine, but she didn’t call me back.

f Our telephone bill was enormous last month. I had to call abroad several times, so it is not a big surprise.

g I’m sorry, it’s a bad line . I can’t hear you very well.

h Sorry, you have the wrong number.

Test II.

a ‘The phone’s ringing.’ – ‘I’ll pick it up.’

b Sorry, I’ve got to go now. I’ll call/ ring you back later.

c ‘Could I speak to Mr Barring, please?’ – ‘I’ll put you through.’

d I tried to call you several times last night, but I couldn’t get through. There must have been something wrong with the lines.

e I was going to explain the details when suddenly we were cut off.

f Could you hold on for a moment. I’ll check the figures for you.

g Why don’t you look up his number in the directory?

h I was waiting for a couple of minutes but there was no answer, so I hung up.

i Could you put Harry on? I’d like to talk to him as well.

j Sorry, I can’t hear you very well. Could you speak up?

Test III.

1. D2. B3. D4. A5. C6. C7. D8. C9. B10. D

11. B12. C13. A14. D15. D16. B17. A18. D19. A20. B

Test IV.

1. C

2. C

3. A

4. C

5. B

6. C

7. C

8. C

9. C

10.C

11.C

12.B

13.A

14.B

15.C

Source/s

N.p., n.d. Web.

N.p., n.d. Web.

Malikova, Dagmar, and Jana Malikova."A Practical English Handbook for Bachelor Students."N.p., n.d. Web. 7 Oct. 2016.

"Resort and Hotel English | Efl-ebooks.com." Eflebookscom.N.p., n.d. Web. 06 Oct. 2016.

"The Cocktail Party: A Small Talk ESL Speaking Activity." Koreabridge. N.p., n.d. Web. 06 Oct. 2016.

"Small Talk: Who, What, Where, When, Why." EnglishClub : English Language. N.p., n.d. Web. 06 Oct. 2016.

Https://www.facebook.com/pages/English-as-2nd-Language/138820429547923. "Small Talk - Lesson Plan." About.com Education. N.p., 15 Dec. 2014. Web. 06 Oct. 2016.

Tung, Jennifer. "The 10 Big Rules of Small Talk." Real Simple. N.p., 12 Aug. 2004. Web. 06 Oct. 2016.

Alexander, Kimberly. "Free and Fun Activities for Customer Service Training." EHow. Demand Media, n.d. Web. 06 Oct. 2016.

N.p., n.d. Web.

N.p., n.d. Web.