Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

Information for the studentAim of this Lerninsel: The student improves his oral skills and learns what to say and how to behave in different situations when dealing with

customers.Methodology: Lots of role play, some listening comprehensionSituations: A Hotel reception

B SBB counterC Information desk of a local communityD Reception of the local printer's Trüb in Aarau

Worksheet A Task 1Video Comprehension Clip 1Answer the questions in English.

1. What does Mr Bean do in order to open the boot (= Kofferraum) of his Mini?

…………………………………………………………………………………………………………………………………………………………………………………………

2. Mr Bean does not allow the porter to carry his white suitcase. What does the porter think of Mr Bean?

…………………………………………………………………………………………………………………………………………………………………………………………

3. What's the first question that the receptionist asks Mr Bean?

…………………………………………………………………………………………………………………………………………………………………………………………

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Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

4. Why did Mr Bean remove the steering wheel from his car?

…………………………………………………………………………………………………………………………………………………………………………………………

5. What questions does the receptionist ask the second guest?

…………………………………………………………………………………………………………………………………………………………………………………………

Task 2

Vocabulary

Read these texts, then do the exercises

Making Reservations

Receptionist: Good morning. Welcome to The Grand Woodward Hotel.Client: Hi, good morning. I'd like to make a reservation for the third weekend in September. Do you have any vacancies?R: Yes sir, we have several rooms available for that particular weekend. And what is the exact date of your arrival?C: The 24th. R: How long will you be staying?C: I'll be staying for two nights.R: How many people is the reservation for?C: There will be two of us.R: And would you like a room with twin beds or a double bed? C: A double bed, please.R: Great. And would you prefer to have a room with a view of the ocean?C: If that type of room is available, I would love to have an ocean view. What's the rate for the room?R: Your room is five hundred and ninety dollars per night. Now what name will the reservation be listed under?

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Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

C: Charles Hannighan.R: Could you spell your last name for me, please?C: Sure. H-A-N-N-I-G-H-A-NR: And is there a phone number where you can be contacted?C: Yes, my cell phone number is 555-26386.R: Great. Now I'll need your credit card information to reserve the room for you. What type of card is it?C: Visa. The number is 987654321.R: And what is the name of the cardholder?C: Charles H. Hannighan. R: Alright, Mr. Hannighan, your reservation has been made for the twenty-fourth of September for a room with a double bed and view of the ocean. Check-in is at 2 o'clock. If you have any other questions, please do not hesitate to call us. C: Great, thank you so much.R: My pleasure. We'll see you in September, Mr. Hannighan. Have a nice day.

Checking-In

Hotel: Good afternoon. Welcome to the Grand Woodward Hotel. How may I help you?Guest: I have a reservation for today. It's under the name of Hannighan.Hotel: Can you please spell that for me, sir?Guest: Sure. H-A-N-N-I-G-H-A-N.Hotel: Yes, Mr. Hannighan, we've reserved a double room for you with a view of the ocean for two nights. Is that correct?Guest: Yes, it is.Hotel: Excellent. We already have your credit card information on file. If you'll just sign the receipt along the bottom, please.Guest: Whoa! Five hundred and ninety dollars a night! Hotel: Yes, sir. We are a five star hotel after all.Guest: Well, fine. I'm here on business anyway, so at least I'm staying on the company's dime. What's included in this cost anyway?Hotel: A full Continental buffet every morning, free airport shuttle service, and use of the hotel's safe are all included. Guest: So what's not included in the price?

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Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

Hotel: Well, you will find a mini-bar in your room. Use of it will be charged to your account. Also, the hotel provides room service, at an additional charge of course.Guest: Hmm. Ok, so what room am I in?Hotel: Room 487. Here is your key. To get to your room, take the elevator on the right up to the fourth floor. Turn left once you exit the elevator and your room will be on the left hand side. A bellboy will bring your bags up shortly.Guest: Great. Thanks.Hotel: Should you have any questions or requests, please dial 'O' from your room. Also, there is internet available in the lobby 24 hours a day.Guest: Ok, and what time is check-out?Hotel: At midday, sir.Guest: Ok, thanks.Hotel: My pleasure, sir. Have a wonderful stay at the Grand Woodward Hotel.

Fill in each blank with the correct word. If both words can be used, choose the one that sounds more natural in each situation:

Exercise 1

1. Your room hasn't been (clean/cleaned) yet. 2. You can check (in/on) from 11:00 AM. 3. Check out (schedule/

time) is 12:00 PM. 4. Let me know if you need anything else = Let me know if you (require/request) anything else 5. I can't

(see/seem) to find your reservation. 6. Did you make your reservation (online/internet)? 7. Do you have a restaurant on the

(promises/premises) ( = in or attached to the hotel) 8. We hope you (enjoy/please) your stay. 9. How long will you be (stay-

ing/stay)?

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Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

Exercise 2

1. I'm sorry, we don't have any rooms (available/rentable) that weekend. 2. Would you like me to check another (date/

schedule) for you? 3. I'm sorry, we're all- (books/booked) ( = we have no free rooms) because of a big conference. 4. I'll need to see

your passport, or some other form of (identity/identification). 5. We don't have room (servants/service). ( = We don't bring

food, etc. to your room) 6. The concierge will (show/carry) you to your room. 7. There's a (tiny/mini)-bar in every suite. 8.

Let me know if I can be of further (assistance/assistant) = Let me know if there's anything else I can do to help

9. Before you arrive = (Prior/Previous) to your arrival

Task 3Role Play: A = Receptionist at Grand Woodward Hotel

B = GuestPractise this dialogue using the prompts given.

Receptionist GuestBegrüssen Sie den Gast; fragen Sie, ob er gut gereist sei und ob er eine Reservation habe.

Flug von Zürich nach London Heathrow verlief problemlos. Sie haben online reserviert für drei Nächte.

Fragen Sie nach dem Namen; Sie verstehen nicht, Gast soll bitte den Namen buchstabieren.

Buchstabieren Sie Ihren Namen.

Übergeben Sie dem Gast das Registrierungsformular mit der Bitte, es jetzt auszufüllen.

Sie füllen den Zettel aus und fragen, ob Sie Ihren Aufenthalt um 1 Nacht verlängern können.

Das ist kein Problem. Übergeben Sie dem Gast den Schlüssel und teilen Fragen Sie, wann und wo Frühstück ist.

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Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

Sie ihm mit, wo der Lift zu finden ist (gerade um die Ecke).Der Frühstücksraum befindet sich auf der 1. Etage. Frühstück gibt es zwischen 07.00 und 09.30 Uhr.

Bedanken Sie sich . Sie brauchen im Moment keine weiteren Informationen.

Falls doch, soll der Gast ungeniert die Rezeption auf der Nummer 11 anrufen. Wünschen Sie dem Gast einen guten Aufenthalt.

Verabschieden Sie sich.

Task 4Video Comprehension Clip 2Answer the questions in English.

1. What word does the receptionist use to explain the problem with the reservation? What does this word probably mean?

…………………………………………………………………………………………………………………………………………………………………………………………

2. What solution does the receptionist put forward?

…………………………………………………………………………………………………………………………………………………………………………………………

3. Was there any problem during the flight?

…………………………………………………………………………………………………………………………………………………………………………………………

4. What is "the Big Apple"?

…………………………………………………………………………………………………………………………………………………………………………………………

5. What word does the receptionist use for the person who takes the luggage up to the guest's room?

…………………………………………………………………………………………………………………………………………………………………………………………

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Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

Worksheet B Task 1

Video Comprehension Clip 3

Answer these questions in English.

1. Where does the lady want to go? Single or Return?

…………………………………………………………………………………………………………………………………………………………………………………………

2. What's the price?

…………………………………………………………………………………………………………………………………………………………………………………………

3. When's the next train? Which platform?

…………………………………………………………………………………………………………………………………………………………………………………………

4. When does the second customer want to travel to Cardiff?

…………………………………………………………………………………………………………………………………………………………………………………………

5. When does the train arrive in Cardiff?

………………………………………………………………………………………………

6. How much does he have to pay for the ticket?

………………………………………………………………………………………………

Task 2

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Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

Role Play A = ticket clerk at Waverley Station, Edinburgh, Scotland

B = customer

Ticket clerk Customer

Begrüssen Sie den Kunden; fragen Sie ihn, ob Sie ihm behilflich sein können.

Sie möchten nach Glasgow, morgen, retour, 1. Klasse

Der Preis beträgt £ 47.60; wenn der Kunde die Reise aber erst nach 9.00 am antritt, bezahlt er nur £ 42.-; fragen Sie ihn, wann er in Glasgow sein muss.

Sie müssen schon um 8.30 am an einer Konferenz teilnehmen, also brauchen Sie ein reguläres Ticket.Fragen Sie, von welchem Perron der Zug abfährt.

Abfahrt ab Perron 5 Fragen Sie, ob er zufällig in Glasgow ein gutes Restaurant empfehlen könne.

Sie kennen das Jamie's Italian an der 7 George Square. Unbedingt empfehlenswert. Fragen Sie den Kunden, ob er Jamie Oliver, den britischen Starkoch, kenne.

Ja, ist auch in der Schweiz bekannt. Bedanken Sie sich für den Tipp; verabschieden Sie sich.

Task 3

Invent a sketch and act it in front of the classe

Role A = Employee at the Lost and Found Office

Role B = Customer who left his suitcase on a train

Ideas for Role A Ideas for Role B

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Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

Bedauern ausdrücken wegen des Missgeschicks des Kunden Kunden trösten: Koffer kommt schon wieder zum Vorschein Auf welchem Zug ist der Koffer liegen geblieben? Sich das Aussehen, Grösse, Material des Koffers beschreiben

lassen. War eine Etikette mit Name und Adresse dran? Sich den Inhalt des Koffers beschreiben lassen Dem Kunden sagen, wie er im Falle eines Wiederauftauchens

des Koffers benachrichtigt wird = SMS schicken

Ärger ausdrücken, dass Sie Ihren Koffer auf einem Zug haben liegen lassen; ist Ihnen schon letztes Jahr passiert.

Beantworten Sie die Fragen des Schalterbeamten betreffend Aussehen, Grösse und Material Ihres Koffers. Die Etikette am Koffer lautet aber auf den Namen Ihres Partners.

Der Koffer ist nicht so gross, Sie haben nur die nötigsten Utensilien für eine Übernachtung drin

Geben Sie dem Beamten Ihre Handy-Nummer bekannt

Worksheet C “Welcome to my Town”

Task 1You have a visitor (a foreign client) who has never been to Aarau before. You have to show the visitor one interesting place and give some inform-ation about cultural events, historical sites, places for shopping, museums, night life, bars and restaurants, sports facilities etc. What would you choose and why? Make several suggestions. Work with a partner:

1 Discuss different ideas for a guided tour and what to recommend for leisure. 2 Present your results to the class. Use the discourse makers below.3 Choose one place for a guided tour and one event for leisure (role play).

Discourse makers:

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Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

well – now – really – first – first of all – listen – look – hang on – hold on – good – right – ok – now then – well then – sort of – next – you know – in summary – in conclusion – finally – lastly – let me see – you see – for example – for instance – so to speak – fine – great

Task 2Study and learn new vocabulary.Towns can be convenient places to live in because they have many facilities. Check with the teacher or a dictionary if you are not sure what these words mean:Sports: swimming pool, sports centre, golf course, tennis courts, football pitch, skating rink …Cultural: theatre, opera, cinema, concert hall, radio station, art gallery, museum…Educational: school, college, university, library, evening classes, museum …Catering/Night Life restaurant, café, nightclub, disco, take-away, hotel, bar, pub, B&B, youth hostel, market place, dance-hall …Transport: bus service, taxi rank, car hire agency, car park, parking meters…Other: health centre, law courts, registry office, citizens’ advice bureau, job centre, bottle bank, department store, chemist’s, estate

agent, garden centre, police station, City Hall, suburbs, outskirts, industrial estate, residential districts, exhibitions, fairsTowns also have their own special problems:

Traffic jams: rush hour, a standstill, streets packed with traffic, stressful for commuters, noise, pollutionSlums: poor parts of a town, bad conditionVandalism: destruction of other people’s propertyOvercrowding: too many people live in too small a placePollution: the air and the water are not as pure as they used to beCrime: vandalism, shoplifting, burglary, robbery, smuggling, drug-trafficking, pickpocketing, mugging

Other useful adjectives to describe towns:

picturesque, historic, spacious, elegant, dangerous, magnificent, atmospheric, lively, hectic, deserted, bustling, crowded, packed, filthy, run-down, shabby, modern, busy, noisy, fashionable, hilly, imposing, famous

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Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

Tasks 3Do this role play using the material handed out to you or check with the internet.

Person A: find out as much as possible about a place / an event / a club / an institution in Aarau… by asking questions such asWho? Where? Why? When? How (much)? What exactly…?

Person B: Give detailed information to your client, answer his/her questions and give advice, hints, background information…Use as much specific vocabulary as possible, be friendly, helpful and polite. Use discourse makers to keep the conversation going!

Links for material:

Sports:www.aarauinfo.ch / www.rollingrock.ch / www.keba.ch / www.fcaarau.ch / www.spaortanlage-telli-aarau.ch / www.aarauturf.ch / www.velolan-d.ch /

Cultural events / clubs:www.aargauerkunsthaus.ch / www.forumschlossplatz.ch / www.floesserplatz.ch / www.kiff.ch / www.kino-aarau.ch / www.freierfilm.chwww.kuk-aarau.ch / www.kunstraumaarau.ch / www.naturama.ch / www.stadtbibliothekaarau.ch / www.museumaarau.ch / www.tuchlaube.ch / www.aso-ag.ch / www.ovaarau.ch / www.theatermarie.ch / www.theatergemeinde.ch / www.fabrikpalast.ch / www.guk.ch / www.neujahrsemp-fang.ch / www.ama-messe.ch / www.mag-aarau.ch / www.rueblimaert.ch / www.jazzaar.ch / www.theatertage.ch / www.oneminute.ch / www.-freilichttheater.ch / www.mida-aarau.ch / www.openair-kino.ch / www.aargauerkammerorchester.ch / www.jazzclubaarau.ch / www.literar-ischeaarau.ch / www.mom-aarau.ch / www.stadtkirche-aarau.ch / www.szenart.ch / www.turmblaeser.ch

For forms to fill in or any other links see:

www.aarau.ch / www.aarauinfo.ch

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Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

Worksheet DTask 1 Translate into English, then listen to the CD (Ch. Hohl: Der Business English Trainer, track 26).

1. Guten Morgen. Ich heisse Müller.

………………………………………………………………………………………………

2. Freut mich, Frau Müller. Ich bin James Streets.

……………………………………………………………………………………………

3. Freut mich auch. Nun….

………………………………………………………………………………………………

4. Hallo, James. Schön, Sie wieder zu sehen. Sehen Sie. Ich möchte Ihnen meine Juniorpartnerin Michelle Panza vorstellen.………………………………………………………………………………………………

………………………………………………………………………………………………

………………………………………………………………………………………………

5. Hm, freut mich, Frau Panza.………………………………………………………………………………………………

6. Hallo, Herr Streets. Freut mich auch.………………………………………………………………………………………………

Put in the best expression in English.

1. My name’s Felix. Pleased…………………………………….………………you.

2. ……………………………….……….you please send me a confirma-tion? -(Gewiss)…………………………………………………, madam.

3. …………………………I ask you not to smoke in here please? –(Wie bitte?)…………………………………………………………… -…………………………………………smoke. (Bitte rauchen Sie nicht!)

4. I’d like to…………………………………………..my partner……….you. 5. Oh, you………………………like some sugar? –

(Hier bitte)………………………………………………………………………….6. (Leider)………………………………………………….the manager is not

available at the moment.7. …………………can I……………..you? (Was kann ich für Sie tun?)8. ……………………….to……………………….you again! (Schön, Sie……)9. …………………….that date be……………………..right for you, sir? -

Oh, I……………….just…………………………in my organiser.10. Thank you very much. -………………………………………………………..

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visiting a company

Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

Task 2

IntroductionTrüb & Cie AG is an internationally operating printing company of Switzerland.A delegation from Bluestream Advertising company arrives at Trüb Printers’ British headquarters at Staveley Park, England.YOU are a member of that delegation.

Exercise 1What to say when visiting a company: Complete the mind map with suitable expressions.

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have an appointment with someone

I’ll let him/her know you’re here

I look forward to seeing you what you come up with

thanks for the meeting

Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

Exercise 2: Match each word and phrase with its definition.1. brand name a usual people who buy a company’s services or products

2. to have a history b strong points

3. potential c to have previous experience in the market

4. proposed strategy d name given by the company so the product is easily recognised

5. strengths e possibility of future success

6. traditional market f what you plan to do to achieve your goal

Task 3 (DVD Big City, Level 2, chapter 3/A Research Trip, Section A. DVD available from Jürg Streit)Watch the video clip and answer the questions in English.

1. Who is Joanna? ……………………………………………………………………………………………………………………………………………..

2. What word does Cameron use when he explained why he changed the date?

……………………………………………………………………………………………………………………………………………………………………….

3. Why did Mike and Joanna not have a late-night drink (=night-cap)?

……………………………………………………………………………………………………………………………………………………………………….

4. What word does Jamie use to say that it was his company? ………………………………………………………………………….

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Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

5. How does Mike order the wine? ...........................................................................................................................

6. What are Cameron’s last words when he left? ……………………………………………………………………………………………….

Task 4

At the restaurantwaiter waitress menu wine listto order a meal / an aperitifA table for four, please.Can I see the menu, please?starter: soup, fruit juice, salad, seafoodmain course: meat, fish, pasta, vegetablesdessert: fruit, apple pie, ice creambill, tipIs service included ?Do you accept credit cards ?

Exercise: Complete the conversation at a restaurant with words from the study box.

Man: Good evening. Can we see the……………………, please?Waiter: Yes, sir. Would you like an…………………….before ordering

your…………………….?Man: No, thank you. Now what shall we have as

a……………………………….?Woman: I think I’ll have a bowl of……………………..to start with.Man: And I’ll have the prawn cocktail. Now what about

the………………………………..?

Woman: I’m having the roast lamb with fresh…………………………………… . What are they exactly?

Waiter: Carrots, courgettes and potatoes, madam.Man: And I’ll have the chicken. We’ll order the……………………………later, if

we haven’t eaten too much by then!Waiter: What would you like to drink with the meal? Here’s the

……………………………….. .Man: No need, thanks. Just mineral water for both of us.

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Englisch Lerninsel 2: Empfangen Handelsschule KV Aarau

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