READ AND WRITE ENGLISH AT A BASIC OPERATIONAL LEVEL

D2.LAN.CL10.01

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Element 1:Read and understand basic textsPerformance criteria:

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Identify basic English texts in the workplace

Locate specific names and addresses on a list

Compare prices for goods and services

Explain the meaning of signs written in English in the workplace

Check and comprehend timetables and itineraries

Read and follow a simple set of instructions

Read and understand a simple workplace related message which may be handwritten or in the form of an e-mail

1.1

1.2

1.3

1.4

1.5

1.6

1.7

1.1 Identify basic English texts in the workplace

There are many basic English texts that will be used in the workplace:

Discuss with your partner and share some examples with the class

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Types of basic English texts

Passport:

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Passport example

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Surname First Name

_______________________ _______________________

 

Date of Birth Place of Birth

_______________________ _______________________

 

Nationality Place of Issue

_______________________ _______________________

 

Date of Issue Date of Expiry

________________________ _______________________

 

Signature

_____________________________________

Forms

There are a lot of forms

that may need to be used

in the hospitality and

tourism industry. These

forms could be for guest

registration, flight details,

delivery forms or order

forms.

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Forms

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Customer InformationName

Boris Smith

Billing Address

14 Big Rd, Queensbridge

City

Brighton

State Zip

KX6 3NY

Home Phone # Work #

001234343434

Your Shipping Address (if different from billing address)

City State Zip

Method of Payment Check Visa MasterCard Discover

Cardholder's Name (print)

Boris Smith

Account Number

12341234

Expiration Date

01/15

Cardholder's Signature

B.Smith

Customer's Personal Order

Ship directly to me Now Other Date:

Ship To:

Item # Description Qty. Unit Price Amount

9903 Packing boxes 500 $1.00 $500

Subtotal $500

AA residents add 5% sales tax $25

Shipping Charge Free

Personal Order Total

Gift Order(s) Total

Grand Total $525

ACME paper Products

22 Nowhere Lane, London

001934567729

X

X

Forms

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Forms

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Swift Travel

Personal and Billing Information

Traveler Name

E-mail

Department

Phone

Billing address

Credit card number

Credit card expiration date

Travel Information

Destination

Departure date

Preferred departure time(e.g., morning, mid-day, evening)

Return date

Preferred return time(e.g., morning, mid-day, evening)

Seating Preference(e.g., aisle, window, center)

Lodging Information

Room preferences(e.g., king, double, single)

Smoking preference

Forms

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Please help us learnwhat we're doing right andwhat we need more workon by filling out this card

How many in your party? Date

Dine in Take out Breakfast Lunch Dinner

The name of your server:

What did you order?

Quality of food: Excellent Good Fair Poor

Portion size: Excellent Good Fair Poor

Ease of Ordering: Excellent Good Fair Poor

Service: Excellent Good Fair Poor

Cleanliness: Excellent Good Fair Poor

Overall Value: Excellent Good Fair Poor

Comments?

Age? Under 18 19-34 35-54 55+ Male Female

How did you learn about us?

Newspaper TV Radio Friend Other:

1.2 Locate specific names and addresses on a list

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Addresses

Home/Business Address Format

In most Western countries the format for writing an address is:

Number of house/flat/apartment, name of street

Suburb/ Town / City / Province

Postcode/Zip code

Country

Some countries may have different ways of writing addresses.

How do you write an address in your country?

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Emailing

Nowadays nearly everybody has an email address and emailing is an extremely useful and easy way to contact each other. There are some specific words that need to be understood to effectively use email language in English.

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1.3 Compare prices for goods and services

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Goods and services vocabulary

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Weight Time Size Number Volume

Kgs8 ounces½ kg18g

Mon-Fri2 weeks8am – 5pm24hrs a dayper hour

m22m x 3m x .5mMetrecmdiameter

3 nights24 cans12 boxesper person½ dozen

Pintmls8 litres500mls

Which hotel?

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Adjective The Green Palms Hotel

The Golden Sands Hotel

The Grand Hotel

sophisticated

cheapest

biggest

very friendly

convenient

smallest

Which hotel?

1. The Golden Sands Hotel is not easy to find. False

2. The Green Palms Hotel is close to the city centre False

3. Many people stay at the Golden Sands Hotel True

4. The Grand Hotel restaurant is very expensive True

5. There isn’t a restaurant at The Green Palms Hotel False

6. The Golden Sands Hotel beds are uncomfortable False

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1.4 Explain the meaning of signs written in English in the workplace

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Signs in the workplace

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Signs in the workplace

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1.5 Check and comprehend timetables and itineraries

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Itineraries

Travel schedule:

Thursday February 5th Depart JFK International Airport NY

Friday February 6th Arrive Riyadh International Airport

Monday February 16th Depart Riyadh International Airport.

Monday February 16th Arrive Jeddah Airport

Thursday February 19th Depart Jeddah Airport

Thursday February 19th Arrive Riyadh International Airport

Friday February 20th Depart Riyadh International Airport

Saturday February 21st Arrive JFK International Airport NY

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TravelActivity

Discuss the questions below with your partner:

Have you ever travelled by train? Where?

What can passengers do on a train?

Is the train service in your country reliable?

Have you ever travelled by airplane? Where?

What can passengers do on an airplane?

Do you think flying is exciting or boring? Why?

Why are some people afraid to fly? Are you?

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Train schedule

The Eurostar is a popular European train service. Eurostar is a

train service that connects London with Lille, Paris, and

Brussels. Trains cross the English Channel through the Channel

tunnel. The French and Belgian parts of the line are high-speed

rail, and since September 2003, so is part of the route in

England, the Channel Tunnel Rail Link.

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Flight schedule

Depart TPE Arrive SFO Airline Stop Trip Time

7:00 a.m. 8:45 a.m. China Airlines Hong Kong 17:45

8:40 a.m. 8:35 a.m. Eva Osaka 15:55

9:15 a.m. 7:30 a.m. Northwest Tokyo 14:15

10:30 a.m. 10:00 a.m. United Tokyo 15:30

4:35 p.m. 5:30 p.m. Cathay Pacific Hong Kong 16:55

8:20 p.m. 7:35 p.m. Japan Airlines Hong Kong 15:15

10:55 p.m. 1130 p.m. Singapore Air Los Angeles 16:35

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1.6 Read and follow a simple set of instructions

Often instructions in the hospitality and tourism sector will be in English so it is important that you understand how to read and write basic instructions.

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Instructions

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Directions

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Paper plane instructions

Body Copy:

Fold the paper in half

Unfold and then fold the top corners into the centre line

Fold the top edges to the centre

Fold the plane in half

Fold the wings down to meet the bottom edge of the planes body

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1.7 Read and understand a simple workplace related message that may be handwritten or in the form of an email

Skimming and scanning:

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Message

Activity: Write a short message to someone in your class. It can be about anything but it should instruct them to do something.

For example:

Dear Adam,

Please take off your right shoe and put it next to the classroom door.

Quentin

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Element 2: Write basic workplace textsPerformance criteria:

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Complete relevant forms

Write a short workplace message

Write a simple set of instructions including important details

Write names and addresses legibly with correct spelling

Write an invitation including important details

2.1

2.2

2.3

2.4

2.5

2.1 Complete relevant forms

There are many forms that may be

required to be completed in order to

be able to do your job effectively.

Filling out forms in a foreign

language may be difficult but the

information required may be

repeated in different circumstances.

It is important to recognise what

information is required and to

complete the details correctly.

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Personal information forms

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ACME Hotel, Boris St, Alban Guest registration form

Guest name: Bryan Jones

Address: 22 Victory Ave, Smithstown, Auburn

Email/Mobile phone bryanj@gman.com +88912343210

Passport number: Z12341234

Expiry date: 17/05/2022

Nationality: Australian

Room type: Single Double

King Executive suite

Arrival date/Departure date 10th February 15th February

Method of payment Cash Visa MasterCard American Express

Cheque

Guest signature BryanJones

Guest registration form

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Confirmation Number

Arrival date Departure date

Arrival time Number of rooms

Room type

Room rate No. of guests Advance Deposit

Room No. No. Of nights

Guest name Email

Mobile No.

Timesheet

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Incident or accident report forms

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Other forms

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2.2 Write a short workplace message

Leaving messages for colleagues or guests is often

necessary in the hospitality and tourism industry and it is

important to be able to write short and easily understood

messages that communicate information effectively.

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Notes and messages

Gone to the conference room.

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2.3 Write a simple set of instructions including important details

When writing instructions it is important to follow some simple rules:

1. Start with a goal or outcome

2. Include a list of items that might be needed to complete the task

3. Number the steps or stages

4. Use time connectives such as: next, then, first, after, finally.

5. Use imperatives or commands: put, open, pour, write, answer

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Instructions

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Vocabulary

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Write instructions

Activity: Look at the examples below and write a simple set of instructions for one of these situations or actions. Remember to use sequencing words, a title, and provide a list of items that may be required:

1. Make a coffee

2. Answer a phone correctly

3. Make an omelette

4. When and how to contact a supervisor

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2.5 Write names and addresses legibly with correct spelling

Spelling correctly and writing clearly is an important skill

for the workplace. There are many spell check functions

available now and if you are unsure of a word you can

check an online dictionary:

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Surnames

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Nguyen Vietnam

Kawaguchi Japan

Agostino Italy

Freud Germany

Renaud France

Kim Korea

Santos Philippines

Li China

Jones Wales

2.6 Write an invitation including important details

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Addresses

It is an important skill to be able to write people’s addresses correctly.

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