2. Lesson four
Friday 2nd December2011

3. Hello!
Good morning!


4. Our fourth and last day!
We’re nearly there!


5. Revising
Let’s remember what we said before.

6. Waiting tables is selling
Waiting tables is serving, too.

7. Connect
So you can help.

8. Parts of the menu
 Starters / Appetizers
 Soups and salads
 Main courses / Entrees
 Desserts
 Beverages / Wine list

9. Restrictions
 Kosher / Halal  Vegans
 Pregnant women  Vegetarians
 Lactose intolerance
 Children
 Celiacs

10. Condiments
 Ketchup  Salt
 Mustard  Oil
 Mayonnaise  Vinegar

11. Complaints
Listen
Acknowledge
Solve
Thank

13. Top complaints
 What’s taking so long for our dinners? – Waiting too
long…
 To be seated
 To have orders taken “I will be with you shortly”
 For food to arrive “Your food is on its way”
 For more drinks to arrive “Will you have more wine?”
 Something is wrong with the food
 At arrival
 At table check

14. Complaints about food
 My steak was undercooked.
 My steak was overcooked.
 My food is cold.
 My pasta is too well done.

15. Complaints about food
 Awful
 Burnt
 Too spicy
 Raw
 There’s a fly in my soup!

16. Complaints about drinks
 My drink is too strong.
 My drink isn’t strong enough.
 My drink doesn’t have enough ice.
 My drink has too much ice.
 My soda / beer is flat.

17. Complaints about tables
 It’s too noisy
 We’ll turn down the music
 It’s too hot / It’s too cold
 We’ll turn on the AC
 We’ll turn on the heat
 It’s too dark / It’s too bright
 We’ll brighten the room
 We’ll switch off this light
 It’s too busy

18. Complaints about the bill
 Overcharge
 “I didn’t order this”
 Wrong change
 Wrong portion size
 Quality of the food

19. Complaints about people
 Aggressive  Insolent  Rude
 Clumsy  Late  Unfriendly
 Dirty  Messy  Unhelpful
 Impatient  Untidy  Unprofessional
 Impolite  Negligent  Untrained
 Incompetent  Offensive

20. Apologies
 I’m very sorry about that. / I’m terribly sorry about
that.
 I fully understand the inconvenience this has
caused.
 I’m sorry but I’m afraid I can’t help you.

21. Apologies
 I’m sorry but you’ll have to talk to our manager about
that.
 I’m very sorry about the delay / the mistake / the
mix-up / the damage
 Please accept our apologies for this.

22. A noisy environment!
 Sorry, again?
 I’m sorry. Could you say that again?
 I’m sorry, I didn’t catch that. Could you repeat it?
 I’m sorry but it’s very noisy here today. Could you
speak a little louder, please?

23. CV structure
Personal details (Name, address, date of birth, nationality, driving licence)
Objective
Education & Qualifications
Employment (Date, position, responsibilities, achievements)
Interests
Reference

24. Email
 To:
 CC:
 BCC:
 Subject:
 Body:
 Attachments:

25. Message structure
Salutation Dear Ms Martínez,
Message How are you?
Polite ending Looking forward to your reply,
Signature Daniel Peñalver

26. Message formality
Less formal More formal
Hello Bego, Dear Ms Martínez,
Blah, blah, blah… Blah, blah, blah…
Blah, blah, blah… Blah, blah, blah…
Blah, blah, blah… Blah, blah, blah…
Talk to you soon, Looking forward to your reply,
Dani Daniel Peñalver

27. Tricks
 Look up words:
 http://www.wordreference.com
 Look up sentences:
 http://www.linguee.es
 Check your spelling:
 Revisar > Ortografía

29. Third email:
acknowledgement
1. Reference to order
2. Confirmation (or modification, or refusal)
3. Price, discount, payment.
4. Instructions, arrangements
5. Request for confirmation
6. Polite ending

31. Fourth email: payment
1. Reference to delivery
2. Confirmation or complaint
3. Reference to payment or invoice
4. Polite ending

33. On the phone

34. Hello!
Good morning!


35. Basic phone skills
 Breathe!
 Introducing yourself
 Asking who is on the telephone
 Asking for someone
 Connecting someone
 Someone is not available
 Taking a message

36. Introducing yourself
 This is David.
 David speaking.
 David speaking, can I help you?
 You have called Restaurante el Faro, this is David,
can I help you?

38. Asking who is it
 Excuse me, who is this?
 Can / Could / May I ask who is calling, please?
 Who's calling, please?
 Who's speaking?
 Where are you calling from?
 Are you sure you have the right number?
 Are you sure you have the right name?

39. Asking people to wait
 Hold the line, please.
 Could you hold on, please?
 Just a moment, please.
 Thank you for holding.
 The line's free now. I'll put you through.
 I'll connect you now / I'm connecting you now.

41. Spelling names
 A Alfa  G Golf  N November  U Uniform
 B Bravo  H Hotel  O Oscar  V Victor
 C Charlie  I India  P Papa  W Whiskey
 D Delta  J Juliett  Q Quebec  X X-ray
 E Echo  K Kilo  R Romeo  Y Yankee
 F Foxtrot  L Lima  S Sierra  Z Zulu
 M Mike  T Tango

43. Saying addresses
 @ at
 / forward slash
 - dash
 _ underscore
 .com dotcom
 .es dot ee es

45. Giving numbers
 Here's a phone number: 0171 222 3344
 Oh-one-seven-one, triple two, double three, double
four
 OR
 Zero-one-seven-one, triple two, double three, double
four


47. Calling back
 Good Morning, Mesón El Faro, can I help you?
 Yes, could I speak to Ana Michelle Ono, please?
 Yes madam, I’ll put you through.
 Yes, could I speak to Ana Michelle Ono, please?
 Sorry, she’s not available at the moment, can I take a
message?

49. Asking for someone
 Can I have extension 6969?
 (-formal……………….+formal)
 Is María José in? (very informal) / Can I speak to
María José? / Could I speak to María José? / May I
speak to María José? / Might I speak to María José?

51. Connecting someone
 I'll put you through.
 Can you hold the line?
 Could you hold the line?
 Can you hold on a moment?
 Could you hold on a moment?

53. Someone is not available
 I'm afraid Mr Vader is not available at the moment.
 I’m sorry, the line is busy.
 Mr Vader isn't in.
 Mr Vader is out at the moment.
 I'm afraid Mr Vader is in a meeting at the moment.
 I'm sorry. He’s out of the office today.

54. No one here by that name
 I'm afraid we don't have a Mr Vader here.
 I'm sorry, there's nobody here by that name.
 Sorry, I think you've dialled the wrong number.
 Sorry, I'm afraid you've got the wrong number.

56. Taking a message
 Could I take a message?
 Could I tell him who is calling?
 Would you like to leave a message?

59. Leaving or taking a
message
 Can I leave/take a message?
 Would you like to leave a message?
 Could you give him/her a message?
 Could you ask him/her to call me back?
 Could you tell him/her that I called?
 Could you give me your name please?
 Could you spell that please?
 What's your number please?

61. Booking
 Good morning, Mesón El Faro, how can I help you?
 I’d like to book a table for three, for next Friday at
3pm.
 Friday at 3pm, three people. Would you like to order
any special dish?
 Yes, I would like to order the rabbit paella, for the
three of us.

62. Booking
 Very good. What is your name, madam?
 My name is Anna Ono.
 Very well, Ms Ono. May I have your telephone
number, please?
 My phone number is 968 12 34 56.
 OK, 968 12 34 45. Thank you very much Ms Ono.
 Thank you, bye, bye.

64. Problems!
 Oh, I’m sorry. I must have dialled the wrong
number!
 I’m sorry. Could you say that again?
 I’m sorry, I didn’t catch that. Could you repeat it?
 Could you spell that word for me, please?
 What was the name again? I didn’t catch it.

65. Problems!
 I’m sorry but it’s a very bad line. Could you phone
back in two minutes?
 I’m sorry but it’s a very bad line. Could you speak a
little louder, please?
 I’m sorry but I can’t make out what you’re saying.
Would you like to call later?
 I’m sorry but we seem to have been cut off last
time. If it happens again I’ll call you back.

66. Saying goodbye
 Is there anything else I can do for you Ms Ono / sir /
madam?
 That’s all, thank you.
 You’re welcome, and thanks for your booking.
 Thank you for calling.
 Have a nice day.

68. Thank you!

69. Reference
Communication for Business, by Birgit Abegg and Michael Benford.
Steak temperatures, common complaints:
http://www.howtogetyourfoodspitin.com/2007/12/top-10-complaints-heard-in-
restaurants.html
http://www.english-at-home.com/business/telephoning-in-english/
http://esl.about.com/od/businessspeakingskills/a/t_vocab.htm
http://www.learn-english-today.com/business-english/telephone.html

70. Credits
Restaurant La Boheme (La Boheme Restaurant & Cocktail Lounge)
http://www.flickr.com/photos/uniquehotelsgroup/5692227631/
Sweet Temptations
http://www.flickr.com/photos/adforce1/4420985385/
American Idols
http://www.flickr.com/photos/iboy_daniel/83909206/sizes/l/in/photostream/
¡Ole! Project 365(3) Day 124
http://www.flickr.com/photos/elwillo/5803408244/sizes/l/in/photostream/
Chicken Paella Close-up
http://www.flickr.com/photos/avlxyz/447638440/sizes/o/in/photostream/

71. Credits
Salad
http://www.flickr.com/photos/fotoosvanrobin/3179124771/sizes/o/in/photostream/
Steak
http://www.flickr.com/photos/fotoosvanrobin/4571592715/sizes/o/in/photostream/