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Food & Beverage Service (Steward)

Communicative English

Participant Handbook

Steward

Introduction and Greeting ...................................................................................1

Know my Workplace ...........................................................................................5

Walk through my Restaurant ............................................................................11

Giving Directions...............................................................................................15

Asking Questions 1 ...........................................................................................21



Expressing Thankfulness ...................................................................................35

The Service ‘No’ ................................................................................................41

Rude vs Polite Expressions ................................................................................45

Agreeing Disagreeing .......................................................................................49

Giving Suggestions and Recommending ............................................................53

Responding to a Complaint ...............................................................................57

Complimenting and Praising .............................................................................61

Listen Up ..........................................................................................................65

Seeking Permission ...........................................................................................69

Mistakes can be Erased Easily ...........................................................................73

Co-operation – Key to Team Work .....................................................................77

Express Your Hurt Correctly ...............................................................................83

Conflict Resolution ............................................................................................87

Accepting Criticism ...........................................................................................91

Giving Criticism .................................................................................................95

Table of Contents

Steward

1

Introduction And GreetingAt the end of this module you will be able to:

T introduce yourself and others.

T greet others.

Session Plan1 Module Overview

2 Introduction And Greeting

3 Key Learnings

4 Worksheet

Module Overview

It is important to carry out a greeting and introduction, whenever you meet someone for the first time. If you are able to do this impressively it helps create a good impression about yourself. You would need to greet and introduce yourself to your interviewers, your seniors, your colleagues, friends, and most importantly your guest. In this module, we will learn to introduce ourselves and others. We will also learn to greet others.

Introduction And Greeting

T Greetings according to the time of the day are –

• Good Morning – from the time we wake up to 12 noon.• Good Afternoon – from 12 noon to 4 pm.• Good Evening – from after 4 pm to midnight.

T Always smile and maintain eye contact while greeting and introducing yourself.

T Formal greetings like ‘Good Morning’, ‘Good Afternoon’ and ‘Good Evening’ are used for guests, seniors and colleagues at the workplace.

T Informal greetings like ‘Hello’ can be used for colleagues at the workplace and even friends.

T ‘Sir’ is used to address male guests and seniors.

T ‘Ma’am’ is used to address female guests and seniors.

T For self-introduction we use -

• I am….. / My name is …… T For introducing others we use -

• He is ……. / She is……


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T To bid farewell to guests/seniors we use -

• Good night – after 6 pm• Good day / Have a good day – till 4 pm.

Key Learnings

Summarise your learnings here. Write your answers in the spaces provided.

1. Write three phrases for greeting guests/seniors.

2. What are the phrases used for self-introduction?

Steward

3

Worksheet

1. Read the following questions. Tick on the correct option given below.

a. A lady guest enters your restaurant at 12 noon. How will you greet her?

i. Good Morning!ii. Good Afternoon!iii. Good Afternoon! Ma’amiv. Hello! Ma’am

b. How will Raju introduce himself to his senior after he reports to work on his first day inthe morning?

i. Hi! This is Rajuii. Good Afternoon! I am Rajuiii. Hello! I am Rajuiv. Good Morning! I am Raju

c. How will you bid good bye to your guests at 10 p.m.?

i. Have a Good Day!ii. Good Night!iii. Good Night! Siriv. Good Evening!

d. You meet a friend at the station at 2 p.m. What will you say?

i. Hello! How are you?ii. Good Morning!iii. Hello! Siriv. How may I help you?

e. While escorting a guest to the exit, during the day, you can say-

i. Good night!ii. Bye!iii. Have a good day, Sir! Thank you for coming.iv. Take care!

f. You can address a lady guest as -

i. Helloii. Siriii. Ma’amiv. Dear


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Notes

Answers

1. a. Good Afternoon! Ma’am

b. Good Morning! I am Raju

c. Good Night!

d. Hello! How are you?

e. Have a good day, Sir! Thank you for coming.

f. Ma’am

Steward

5

Know My WorkplaceAt the end of this module you will be able to:

T identify nouns to denote people, places and things at the workplace.

T form plurals of the same.


2 Know my Workplace

3 Key Learnings

4 Worksheet

Module Overview

Being able to speak well is a skill that can be acquired through effort and practice. In this module, we will learn to identify nouns to denote people, places and things at the workplace. We will also learn to form plurals of the same.

Know my Workplace

T Golden thumb rules for conversing with guests are as follows-

• Always smile.• Do not look expressionless at a guest.• Look at the guest.• Speak loud enough to be heard.• Speak at a slower speed.• Speak clearly.• Speak in complete sentences.• Speak to say you are confident and capable.• Use guest surnames.

T Naming words/Nouns help us to identify persons, places and things.


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T Some naming words of persons, places and things are:-

Persons Places ThingsGuest

Steward

Manager

Cashier

Guest section

Washroom

Lounge

Jamaica

Costa Rica

Tables

Plates

Cakes

Sandwiches

Dishes

Coffee

Cups

Bread

Pizza

Desserts

T The word ‘Singular’ is used –

• For one person, place or thing.

T The word ‘Plural’ is used –

• For more than one person, place or thing.

T Rules for making plurals:

• Nouns can be changed into plural by adding ‘s’. eg:- Pen-pens• Nouns ending in ‘ch’, ‘sh’, ‘s’ or ‘x’ can be changed into plural by adding ‘es’ eg:- Match-

matches• Nouns ending in ‘o’ can be changed into plural by adding ‘es’ eg:- Mango- mangoes• Nouns ending in ‘y’ can be changed into plural by adding ‘ies’ and removing ‘y’. eg:- family-

families• Nouns ending in ‘f’ or ‘fe’ can be changed into plural by removing ‘f’ or ‘fe’ and add ‘ves’.

eg:- Knife- knives

T Some more Singulars and Plurals:

Irregular Plurals Compound Nouns Singular and Plural are Same

T man – men

T woman – women

T child – children

T foot – feet

T tooth – teeth

T goose – geese

T mouse – mice

T louse – lice

T medium – media

T father-in-law – fathers-in-law

T mother-in-law – mothers-in-law

T brother-in-law – brothers-in-law

T sister-in-law – sisters-in-law

T postman – postmen

T deer – deer

T sheep – sheep

T poetry – poetry

T news – news

Steward

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Key Learnings


1. Write two naming words of-

a. Person _________________________________________________

b. Place _________________________________________________

c. Thing _________________________________________________

2. Write three rules for making plurals.


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Worksheet

1. Select the words from the box and write it under the appropriate heading of person, place or thing.

Magazine, Restaurant manager, Chairs, Guest, Napkin, Service area, Steward, Kitchen, Sugar tongs, Lobby, Cash counter, Cashier, Plates, Salver.

PERSON PLACE THING

2. Change the underlined words into plurals.

a. Please clean the dish. _______________

b. Place the bottle on the table. _______________, _______________

c. The mango is sweet. _______________

d. Family provides support and security. _______________

e. Knife is a cutlery. _______________

f. The building has a beautiful roof. _______________

Notes

Steward

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10

Answers

1.

PERSON PLACE THINGRestaurant manager

Guest

Steward

Cashier

Service area

Kitchen

Lobby

Cash counter

Magazine

Chairs

Napkin

Sugar tongs

Plates

Salver

2. a. dishes

b. bottles, tables

c. mangoes

d. families

e. knives

f. roofs

Steward

11

Walk through my Restaurant

At the end of this module you will be able to:

T identify and use describing words.


2 Walk through my Restaurant

3 Key Learnings

4 Worksheet

Module Overview

Describing words are used to describe persons, places and things. They give us information about them. In a Food and Beverage establishment the steward will find that he often has to use describing words in his communication with the guest. In this module, we will learn to identify and use describing words.

Walk through my Restaurant

T Describing words are used to describe persons, places and things. They tell us more about the naming words.

T Describing words often used in Food and Beverage outlets:-

Words that describe size – large, big, huge, small

Words that describe quality – fresh, creamy, soft, smooth, tender

Words that describe colour – red, yellow, chocolate, green

Words that describe taste – spicy, sweet, chilly, delicious

Describing words used in complaints – cracked, chipped, broken, stained, stale, uncooked, raw


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Key Learnings


1. Write three describing words for each of the following:

a. Words that describesize: , , ,

b. Words that describecolour: , , ,

c. Words that describetaste: , , ,

Worksheet

1. Fill in the blanks with appropriate words from the box:

stained, spicy, bright, triangular, creamy, tiny, raw, red, tender, large, crispy

a. Would you like the salad to be seasoned with chilli flakes? It would make the salad

.

b. The chocolate mousse was smooth and .

c. The meat cannot be eaten, as it is .

d. The lights are too here.

e. Although , a sparrow has all five organs.

f. The mince meat pies are in shape.

g. Would you like to have bell peppers in your salad?

h. The table cloth needs to be washed.

i. The fried chicken was and .

j. The hall was enough to accommodate all the guests.

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Notes


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Answers

1. a. spicy

b. creamy

c. raw

d. bright

e. tiny

f. triangular

g. red

h. stained

i. crispy, tender

j. large

Steward

15

Giving Directions


T guide a guest to a table or section of a restaurant.


2 Giving Directions

3 Key Learnings

4 Worksheet

Module Overview

Guests who come to a Food and Beverage establishment may not be aware of the layout and may seek directions. It is our duty to help our guests and guide them accordingly. It is important to learn the words of direction and use them correctly. In this module, we will learn how to guide a guest to a table or section of a restaurant.

Giving Directions

T Words of Direction help in telling the listener where a particular place or thing is exactly located.

T Some words used for giving directions are –

Left Next to Behind Above

Right Close to Beside Below

Straight Opposite Ahead Down

Between Back Away Front

T Mentioning landmarks helps the person identify the location easily.


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Key Learnings


1. Write five words that can be used for giving directions.

Worksheet - 1

1. Observe the map carefully and answer the questions given below.

Pizza Corner

Italian Restaurant

Police station

Movie Theatre

Fire Department

a. Where is the Fire Department?

Steward

17

b. Where is the Movie Theatre?

c. Where is the Pizza Corner?

d. Where is the Italian Restaurant?

Worksheet – Giving Directions 2

1. Identify the correct position of the ball with respect to the box by ticking the correct option:

1. The ball is:

a. On the top of the box

b. Above the box

c. Ahead of the box

2. The ball is:

a. Away from the box

b. Above the box

c. Out of the box

3. The ball is:

a. Away from the box

b. Behind the box

c. On the right side of the box


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4. The ball is:

a. Along the box

b. Next to the box

c. Opposite the box

5. The ball is:

a. At the back of the box

b. Over the box

c. Below the box

6. The ball is:

a. On the left side of the box

b. Beside the box

c. Behind the box

Notes

Steward

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20

Answers

Worksheet – 1

1. a. The Fire Department is to the right of the Police Station.

b. The Movie Theatre is opposite to the Police Station.

c. The Pizza Corner is to the left of the Police Station.

d. The Italian Restaurant is beside the Pizza Corner.

Worksheet – 2

1. On the top of the box.

2. Above the box.

3. On the right side of the box.

4. Next to the box.

5. Below the box.

6. On the left side of the box.

Steward

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Asking Questions 1


T frame questions


2 Asking Questions

3 Key Learnings

4 Worksheet

Module Overview

Asking appropriate questions is critical for serving the guests. If we know how to ask questions correctly it will help us provide excellent service. Asking questions helps a steward understand guest needs. In this module, we will learn to frame questions.

Asking Questions

T A question is a request for information or action.

T When writing a question you should always end the sentence with a question mark (?).

T When we change a statement into a question, the doer of the action (subject) and the action word (verb) interchange their positions. eg.- Statement- I am learning English. Question- Am I learning English?

T Some relationship building questions are-

• May I help you Sir?• Welcome Sir! What can I do for you?• Anything else, Sir?• Would you like to order, Sir?• Would you like to try.......?


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Key Learnings


1. Write three relationship building questions.

Worksheet

1. Rearrange the words to frame questions:

a. returning city are from they the

b. you Aakash hall meet did the in

c. please order I may have the

d. pay you card by cash would or

e. person does like everyone polite a

Steward

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Notes


24

Answers

1. a. Are they returning from the city?

b. Did you meet Aakash in the hall?

c. May I please have the order?

d. Would you pay by cash or card?

e. Does everyone like a polite person?

Steward

25

Asking Questions 2


T ask open ended questions


2 Asking Questions

3 Key Learnings

4 Worksheet

Module Overview

Detailed information from the guest helps to know more about guest preferences and needs. This in turn helps to serve them better. In this module, we will learn to ask open-ended questions.

Asking Questions

T Question words like where, what, when, which, who, whom, whose and why are used to frame questions. To this list we usually add ‘how’ as they are all used to get particular kinds of information.

T ‘Wh’ question words:-

Question words UsageWhat to ask for information about something (object, idea, action)

When to ask about the time when something happened or will happen

Where to ask about a person, place, animal, thing or position

Which to ask for information about one of a limited number of things (option)

Who to ask about a person

Whom to ask about a person

Whose to ask about something that belongs to someone

Why to ask for a reason

How to ask about the way (manner) in which something is done T All the questions which we ask by using ‘Wh’ words and ‘How’ are known as open-ended


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questions. They allow the guest to talk and give suggestions.

T Table – Framing Open-ended Questions

STATEMENT QUESTIONI will leave at 8 o’clock. When will you leave?

My house is near the college. Where is your house?

My brother is sitting next to me. Who is sitting next to you?

Someone rang the doorbell. Why did you open the door?

I will go to office by bus. How will you go to office?

I am doing my homework. What are you doing?

The black bag is mine. Which is your bag?

This is Gita’s pencil. Whose pencil is this?

You should report to Ms. Mehta. Whom should I report to?

The meeting is at 4 o’clock. When is the meeting?

I am going to the station. Where are you going?

This is my colleague, Kishore. Who is this?

The maid did not clean it. Why is the table dirty?

I am fine. Thank you. How are you?

I saw her sister. Whom did you see?

Key Learnings


1. Mention five ‘Wh’ question words and its usage.

Steward

27

Worksheet

1. Complete the questions by choosing the correct question word from those given in the box:

Whom, How, Why, What, Where, When, Which, Who, Whose

a. would you like to have in the main course?

b. In name should the table be reserved?

c. does the restaurant open?

d. way is the washroom?

e. would you like the birthday cake to be decorated?

f. shall I complain to?

g. is your restaurant manager?

h. is the food not served as yet?

i. is your outlet located?

Notes


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Answers

1. a. What

b. Whose

c. When

d. Which

e. How

f. Whom

g. Who

h. Why

i. Where

Steward

29

Asking Questions 3


T ask close ended questions


2 Asking Questions

3 Key Learnings

4 Worksheet

Module Overview

Closed-ended questions help to bring the transaction to a smooth end. In this module, we will learn to ask close-ended questions.

Asking Questions

T Characteristics of close ended questions:

• The answer to these questions is generally yes or no.• The information is already there in the question.• The listener has to agree or disagree with the option or options given.• They help to bring a transaction to a smooth end.

T Use of open-ended and close-ended questions:

• Open-ended questions are used to find out what the guest wants. These questions helpthe guest to open up.

• After a selection of items is made closed questions are used to complete the transactionon a pleasant note.

T Some examples of close ended questions –

• Would you like to order something?• Would you pay by cash or card?• Is the plate hot?


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T Table – Close-ended Questions

STATEMENT CLOSED QUESTIONRaj is an actor. Is Raj an actor?

My name is Ketan. Is your name Ketan?

There are some tomatoes in the basket. Are there any tomatoes in the basket?

Vinay drives a car. Does Vinay drive a car?

The restroom is on the first floor. Is the restroom on the first floor?

Manish is a doctor. Is Manish a doctor?

I am new to this place. Are you new to this place?

I come here everyday. Do you come here everyday?

Gita is having her tea. Is Gita having her tea?

They are from Delhi. Are they from Delhi?

Key Learnings


1. Write three characteristics of close ended questions.

Steward

31

Worksheet

1. Choose the correct close ended question for the following pictures:

1. a. How would you like your dish?

b. Would you like your dish to bespicy?

2. a. Should I serve your drink chilled?

b. How should I serve your drink?

3. a. Is the soup hot?

b. Why is the soup hot?

4. a. Should I serve you hot coffee?

b. What kind of beverage would youprefer?

5. a. Would you like fresh cherries as the

topping of dessert?

b. What would you like as the toppingof the dessert?

6. c. What would the children like for

dessert?

d. Would you want me to serve vanillaice-cream with chocolate sauce asdessert for the children?


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7. a. Are the strawberries in the fruit

salad sour?

b. What fruits do you add in the fruitsalad?

8. a. Why is the serving tray cracked?

b. Is the serving tray cracked?

Notes

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Answers

1. Would you like your dish to be spicy?

2. Should I serve your drink chilled?

3. Is the soup hot?

4. Should I serve you hot coffee?

5. Would you like fresh cherries as the topping of dessert?

6. Would you want me to serve vanilla ice-cream with chocolate sauce as dessert for the children?

7. Are the strawberries in the fruit salad sour?

8. Is the serving tray cracked?

Steward

35

Expressing ThankfulnessAt the end of this module you will be able to:

T use phrases to thank guests, seniors and others;

T use phrases when receiving thanks from others.


2 Expressing Thankfulness

3 Key Learnings

4 Worksheet

Module Overview

It is important to thank our seniors and guests as it shows that you are courteous and polite. Guests expect courtesy and politeness from the people serving them. In the same way learning how to respond to an expression of gratitude is also a mark of courtesy. In this module, we will learn how to use phrases to thank guests, seniors and others. We will also learn to use phrases when receiving thanks from others.

Expressing Thankfulness

T Expressions used for expressing gratitude are:

• Thank you• I would like to express my gratitude• It means a lot to me• I really appreciate....

T Expressions used for expressing gratitude to a friend /colleague informally are –

• Thanks a million• I really appreciate.....

T Ways of responding to gratitude are –

• You are welcome/most welcome!• It’s my pleasure!• You deserved it• Don’t mention it!


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Dialogues on expressing thankfulness

Scenario 1

A steward gets a performance bonus and wants to thank his senior for the support extended to him.

Ramesh: The credit for my good performance in the first month itself goes to you, Sir. You did not let me feel that I am new to this organization. I have come to express my gratitude for the excellent training in customer service that I received from you.

Captain: Oh! That’s ok. Do not mention it.

Ramesh: Without your support my performance bonus would not have been possible. Thanks a lot! Sir.

Captain: You are welcome! It was a pleasure sharing my knowledge with a hard working person like you.

Scenario 2

A regular customer express his appreciation for the excellent service rendered by the establishment staff. The steward thanks the guest in return for appreciating their efforts.

Guest: I have been coming to this place since childhood with my parents. The quality of food and service has remained consistently excellent through the years.

Steward: Thank you, Sir.

Guest: You really make your guests feel comfortable.

Steward: Sir, this appreciation means a lot to us. We will continue to strive hard to serve our customers well.

Thank you, Sir. Please do visit us again.

Guest: You are welcome!

Steward: Good night, Sir.

Guest: Goodnight.

Steward

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Key Learnings


1. Write two expressions used for expressing gratitudes to seniors.

2. Write two expressions used for expressing gratitude to a friend/colleague.


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Worksheet

1. Fill in the blanks with appropriate phrases from the box:

Thank you,

It means a lot,

You’re welcome,

helping us serve you better,

Its a pleasure

a. “_______________________ Sir, please do visit us again.”

b. “_______________________ for us to serve you.”

c. When a guest expresses his gratitude, we respond by saying “_______________________.”

d. On receiving customer feedback the Steward politely replied, “Thank you for

_______________________.”

e. “_______________________ to me to be a part of this team.”

Notes

Steward

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40

Answers

1. a. Thank you

b. Its a pleasure

c. You’re welcome

d. helping us serve you better

e. It means a lot

Steward

41

The Service ‘No’


T use polite words while saying ‘no’ to a guest or colleague.


2 The Service ‘No’

3 Key Learnings

4 Worksheet

Module Overview

Sometimes customers make unreasonable demands, or requests that cannot be fulfilled according to the rules and regulations of the organization. In such situations one must know how to say ‘no’ to the customer without offending him/her. We may also need to say ‘no’ to our colleagues in a polite manner – so learning the ‘service no’ is very beneficial at the workplace. In this module, we will learn how touse polite words while saying ‘no’ to a guest or colleague.

The Service ‘No’

T Expressions for saying ‘NO’ politely:

• I really wish, I could...• I would have definitely given it to you, but…• I am really sorry! Sir. We are not allowed... / Our rules do not permit…• I’m afraid Sir....


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Key Learnings


1. Write three polite expressions used for saying ‘NO’ politely.

Worksheet

1. Match the statements in Column A to the statements in Column B.

Column A Column B

a. Please give me change for Rs. 1000. i. I am afraid, we would need at least 10

minutes to serve your order.

b.I want a refund on chocolate cake, as it was delivered an hour late.

ii.I would definitely have given it to you, but we have only Chinese food items on the menu.

c. Can you serve the food immediately? iii. I am sorry Sir, we are not allowed to

keep guest’s personal belongings.

d. I would like you to attend my birthday party. iv. I am afraid, I do not have any more

change.

e. Could I have some baby food? v. I really wish I would attend the party but I have some urgent personal work.

f.I would like to leave my briefcase here, and pick it up an hour late.

vi.

I am sorry Sir, our rules do not permit us to refund the money. However, I can show you a copy of the order in which the time of delivery mentioned is in accordance with the delivery made to you. Could I be of any other assistance?

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Notes


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Answers

1. a. I am afraid, I do not have any more change.

b. I am sorry Sir, our rules do not permit us to refund the money. However, I can show youa copy of the order in which the time of delivery mentioned is in accordance with thedelivery made to you. Could I be of any other assistance.

c. I am afraid, we would need at least 10 minutes to serve your order.

d. I really wish I would attend the party but I have some urgent personal work.

e. I would definitely have given it to you, but we have only Chinese food items on the menu.

f. I am sorry Sir, we are not allowed to keep guest’s personal belongings.

Steward

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Rude vs Polite Expressions


T differentiate between rude and polite expressions.


2 Rude vs Polite Expressions

3 Key Learnings

4 Worksheet

Module Overview

It is important to be able to distinguish between rude and polite expressions. Words we use should be chosen carefully; as it may sometimes come across as rude or discourteous and may offend the guest/customer or a team member. In this module, we will learn to differentiate between rude and polite expressions.

Rude vs Polite Expressions

T Polite Expressions used to address the guest :

• Sir• Please• Thank you• That would be very nice

T Polite words will get you polite responses.

T A polite expression will sound polite only if your body language and tone are also polite.


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T Rude and polite expressions:-

Rude Expressions Polite Expressions1. The washroom is there. 1. The washroom is this way.

2. Say it again. 2. I beg your pardon.

3. Let me pass. 3. Excuse me please.

4. Give me your plate. 4. May I take your plate?

5. Take the change. 5. Here is the change.

T Some polite words and expressions:

• Please• Thank you• May I• I am sorry• Would you please• Could you please• I would like to• I would appreciate it.

Key Learnings


1. Write five polite expressions/words.

Steward

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Worksheet

1. Read the following questions. Tick on the correct option for polite expressions given below.

a. The waiter could not hear the guest’s order. What can he say?

i. I beg your pardon.ii. I can’t hear you properly.

b. The customer appreciates the quick service at the service counter. How will the serverreact?

i. Thank you, for giving us an opportunity to serve you.ii. That’s our duty.

c. The EDC machine is not working. The server wants the guest to pay by cash. What can heask?

i. We can’t accept anything other than cash.ii. Sir, would you please pay in cash?

d. You want your colleague to set up the table. How will you request?

iii. I want you to set up the table.iv. Could you please set up the table?

e. The guest had to wait quite long before getting the check. What should you say?

i. It was a system error. We couldn’t help it.ii. We are extremely sorry for the inconvenience.

f. The soup is ready to be served. What can the server ask before serving it?

i. May I serve the soup?ii. Here is the soup.

Notes


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Answers

1. a. I beg your pardon.

b. Thank you, for giving us an opportunity to serve you.

c. Sir, would you please pay in cash?

d. Could you please set up the table?

e. We are extremely sorry for the inconvenience.

f. May I serve the soup?

Steward

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Agreeing - Disagreeing


T express opinions both by agreeing and disagreeing.


2 Agreeing - Disagreeing

3 Key Learnings

4 Worksheet

Module Overview

At your workplace, you will need to express agreement with your guests’ choices or decisions or may even have to disagree in your effort to provide him excellent customer service. In this module, we will learn to express opinions both by agreeing and disagreeing.

Agreeing - Disagreeing

T Expressions of Agreement :

• Yes Sir• Yes, you are right Sir• That’s right Sir• I agree with you• Certainly• Absolutely Ma’am• Sure Ma’am

T Expressions of Disagreement :

• No, Sir• I don’t think .....• I am not sure .....• Not really .....• I don’t agree• Do you think so?• My point of view is slightly different.


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Key Learnings


1. Write five expressions of agreement.

2. Write five expressions of disagreement.

Worksheet

1. Column A has some questions and statements. Column B has some sentences of agreement anddisagreement. Match the two columns A & B.

Column A Column B

a.A guest at a North Indian speciality restaurant asks - Do you serve American chopsuey?

i.I completely agree with the statement.

b. Will I get a 20% off on the check amount by providing the discount coupon? ii. Yes, that sounds interesting. I would

like to order one.

c. I think one bowl of soup would be enough for three of us to share. iii. Sure, Sir.

d. Your restaurant is opening another outlet next week. iv. Not really ma'am. We specialize in

North Indian cuisine.

e. I think the children will like brownie with vanilla ice-cream. v.

Absolutely ma'am. You can also have hot chocolate sauce on the top of the brownie.

Steward

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f. Please get us another bowl of rice as fast as possible. vi.

Sorry, but I don't think that would be enough. You can order two bowls of soup, instead.

g. A caring gesture makes a customer feel delighted. vii. I am not sure about the date. Its

probably opening next month.

h.Sir. Why don't you try our new dark chocolate fantasy cake served with whipped cream and strawberries?

viii. That's right Sir. May I have your discount coupon, please?

Notes


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Answers

1. a. Not really ma’am. We specialize in North Indian cuisine.

b. That’s right Sir. May I have your discount coupon, please?

c. Sorry, but I don’t think that would be enough. You can order two bowls of soup, instead.

d. I am not sure about the date. Its probably opening next month.

e. Absolutely ma’am. You can also have hot chocolate sauce on the top of the brownie

f. Sure, Sir.

g. I completely agree with the statement.

h. Yes, that sounds interesting. I would like to order one.

Steward

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Giving Suggestions and Recommending


T use phrases/adjectives for ‘gentle persuasion’.


2 Giving Suggestions And Recommending

3 Key Learnings

4 Worksheet

Module Overview

An important part of a steward’s job is to guide and help the customers in selecting food items from the menu. It also helps him in increasing the sales of the Food and Beverage establishment by suggestive selling and upselling through gently suggesting and recommending food & beverage items. In this module, we will learn to use phrases and adjectives for ‘gentle persuasion.’

Giving Suggestions And Recommending

T The art of gentle persuasion:

• Make recommendations/suggestions that help a customer select a product.• Never force or beg a customer to buy a product.• Recommend a suitable product. It has a positive effect on the customer.

T Some phrases which can be used for giving suggestions:

Phrase ExampleI feel I feel one serving will not be enough

I think I think you could try Dal Makhani instead

I would recommend I would recommend our House Special-Margarita Pizza

May I suggest May I suggest something with gravy


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T Describing words that appeal to the sense of:

Sight

Colour eg. red tomato

Fresh eg. fresh mushrooms / cream

Steaming eg. steaming broth

Hearing

Crunchy / crispy eg. crunchy chicken nuggets

Sizzling eg. sizzling vegetable

Touch

Tender / Soft eg.tender chicken

Creamy / Smooth eg. creamy sauce

Thick / Thin eg. thick gravy

Hot eg. hot soup

Cold /Chilled eg. chilled wine

Smell

Aromatic eg. aromatic spices

Fruity eg. fruity mocktail

Taste

Spicy / chilli eg. spicy chicken bharta

Delicious eg. delicious Magarita Pizza

Sweet eg. sweet lemonade

Tangy eg. tangy orange cake

Steward

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Key Learnings


1. Write three phrases used for giving suggestions.

2. Write a describing word for each of the following:

a. tomatoes

b. vegetables

c. gravy

d. spices

e. chicken bharta

Worksheet

1. Make sentences with the following words on the situations mentioned within brackets:

a. I feel (suggest an appetizer to a guest)

b. I think (advice your colleague to change her behaviour).

c. May I suggest (suggest a less spicy dish to your guest).

d. I would recommend (recommend special dish to your customer).


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Notes

Answers

1. a. I feel you can go for a chicken soup.

b. I think you could have been more polite.

c. May I suggest you honey chicken which is less spicy?

d. I would recommend you to have our special kebab.

Steward

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Responding to a Complaint


T use future tense while handling customer complaints.


2 Responding to a Complaint

3 Key Learnings

4 Worksheet

Module Overview

Complaint handling is a very important aspect of customer service. Using the correct expressions while handling complaints, will help in calming the irate customer, tell him you are concerned and above all provide you an opportunity to delight the customer by resolving the complaint effectively. In this module, we will learn to use future tense while handling customer complaints.

Responding to a Complaint

T Some phrases for responding to complaints are:

• I will replace the dish.• I will see to it.• I will inform my manager.• I will change it.• I will look into it immediately.• It will not happen again.

T All the phrases for responding to complaints are in the future tense.

Examples –

• I will replace the dish.• I will inform my manager.• I will look into it immediately.


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T Steps for handling customer complaints are:

• Listen• Apologize (use expressions of apology)• Respond to resolve (use expressions of responding to complaints)

Key Learnings


1. Write three phrases in future tense used for responding to complaints.

Worksheet

1. Match the complaint situations in column A with the appropriate apology phrase from column B.

Column A Column B

a. The customer is served an incorrect food order i. I sincerely apologize for the inconvenience. I

will change the plate immediately.

b.The guest was kept waiting without any intimation for a table.

ii.I apologize for the error. This was caused by an unexpected malfunction of the billing system. We will rectify it immediately.

c. A foreign body was found in the drink served. iii.

Please accept our apologies for the mistake. As a gesture of our regret we would like to serve you a complimentary dish.

d. The guest was served in a cracked plate. iv. We completely understand your frustration.

We will arrange a table for you immediately.

e.The guest was charged for a dish that was supposed to be complimentary.

v. I sincerely apologize for the mistake. I will replace the drink right away.

Steward

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Notes


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Answers

1. a. Please accept our apologies for the mistake. As a gesture of our regret we would like to

serve you a complimentary dish.

b. We completely understand your frustration. We will arrange a table for you immediately.

c. I sincerely apologize for the mistake. I will replace the drink right away.

d. I sincerely apologize for the inconvenience. I will change the plate immediately.

e. I apologize for the error. This was caused by an unexpected malfunction of the billingsystem. We will rectify it immediately.

Steward

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Complimenting and PraisingAt the end of this module you will be able to:

T use interjections and words of appreciation to praise a guest’s/colleague’s choice or idea.


2 Complimenting and Praising

3 Key Learnings

4 Worksheet

Module Overview

Praising or complimenting others, helps in building a rapport and healthy relationships. In this module, we will learn how to use interjections and words of appreciation to praise a guest’s/colleague’s choice or idea. We will also learn to accept compliments from others.

Complimenting and Praising

T Some expressions for praising or complimenting others are:

• Congratulations!• You did it!• Great job!• Good choice!• Your support has been of great value to us!• Superb!• Excellent!• Keep up the good work• Well done!

T Some phrases/words that can be used for replying when someone praises:

• I appreciate your help.• Thank you for your help.• Without your help, I could not have finished it.• I am truly grateful.• Your support was of great value to me.


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Key Learnings


1. Write five expressions used for praising and complimenting others.

2. Write three phrases/words that can be used for replying when someone praises you.

Worksheet

1. Read the following questions. Tick on the correct option for praising or replying to a praise.

a. Your guest has praised you for the service provided.

i. That’s a part of my job.ii. Thank you Sir, Its been a pleasure serving you.

b. Your colleague has agreed to help you during your leave.

i. I am truly grateful for your help.ii. I could have managed that somehow.

c. You had difficulty in handling an angry guest and your colleague helped you.

i. Your support was of great value at that point of time.ii. You should not have interfered.

Steward

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d. You have to praise your colleague for his good job.

i. We expect this from you.ii. Great job! Keep up the good work.

e. Your colleague has been praised by your manager.

i. The manager is biased.ii. Congratulations! You have made us proud.

Notes


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Answers

1. a. Thank you Sir, Its been a pleasure serving you.

b. I am truly grateful for your help.

c. Your support was of great value at that point of time.

d. Great job! Keep up the good work.

e. Congratulations! You have made us proud.

Steward

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Listen Up


T demonstrate the ability to focus on key words to get facts.


2 Listen Up

3 Key Learnings

Module Overview

Effective listening is a key requirement for providing excellent customer service. You would need to remember guest orders. Good listening skills will help to simplify your tasks. In this module, we will learn to demonstrate the ability to focus on key words to get facts.

Listen Up

T The do’s of good listening:• Listen carefully.• Never interrupt the speaker.• Ask relevant questions.• Repeat key words or facts to confirm with the speaker.

T One must listen very carefully while listening for facts. Key words in sentences must be paid attention to.

T Effective listening is a key requirement for providing excellent customer service. T The most precious gift we can offer to our customers is our attention. Just listen to them carefully

and the reward is - “You have a loyal customer”.


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Key Learnings


1. Mention the do’s of good listening.

Steward

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Notes


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Steward

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Seeking Permission


T use phrases to seek permission for serving and clearance from guests.


2 Seeking Permission

3 Key Learnings

4 Worksheet

Module Overview

Seeking permission from someone is a mark of courtesy and demonstrates polite behaviour. In the course of your work, at a Food & Beverage establishment, you will need to seek permission from guests, seniors and even colleagues. In this module, we will learn to use phrases to seek permission for serving and clearance from guests.

Seeking Permission

T Phrases used to seek permission from guests are-

• May I• Could you please• Would you mind

T Some situations and the suggested phrases for seeking permission-

Situation Seeking PermissionUnfolding a guest napkin. May I unfold the napkin Sir?

Asking the guest to return the menu card. Could you please give me the menu card Ma’am?

Service of water, beverages and food. May I serve you Sir?

Removal of soiled plates from the guest’s table. May I remove the plate, Sir?


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T For seeking permission in semi formal situations:

• ‘Can I?’ may be used instead of ‘May I?’

T Seeking permission in semi-formal situations:-

• Can• Is it okay?• Do you mind?

Key Learnings


1. Write three phrases used for seeking permission from guests.

2. Write two phrases used for seeking permission in semi formal situations.

Steward

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Worksheet

1. Match the situations in Column A to the ways of Seeking Permission in Column B:

Column A Column Ba. You want to leave early for the day. i. May I remove your glass?

b. You want to borrow a apron from your colleague. ii. May I leave early for the day?

c. You want the guest to repeat the order for you to write. iii.

Sir would you mind providing me with your name and phone number for the lucky draw at our restaurant today?

d.There is a lucky draw contest at your restaurant. Ask your guest to give his name and phone number for the draw?

iv. Do you mind lending me your apron?

e. Seek permission from your guest for clearing his beverage glass. v. Sir, could you please repeat the

order once more?

Worksheet – Seeking Permission 2

1. State True or False:

True False

a. Before service of food and beverage, a steward should say: ‘May Iserve you Sir?’

b. Formal manner of seeking permission is by asking ‘Can I?’

c. Seeking permission from someone demonstrates impolite behaviour.

d. For taking leave, a steward can ask his senior- ‘ Do you mind my takinga leave tomorrow?’


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Notes

Answers

Worksheet - 1

a. May I leave early for the day?

b. Do you mind lending me your apron?

c. Sir, could you please repeat the order once more?

d. Sir would you mind providing me with your name and phone number for the lucky drawat our restaurant today?

e. May I remove your glass?

Worksheet - 2

a. True

b. False

c. False

d. False

Steward

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Mistakes Can Be Erased Easily


T Use suitable phrases for admitting mistakes and apologizing.


2 Mistakes Can Be Erased Easily

3 Key Learnings

4 Worksheet

Module Overview

Despite our best efforts to provide excellent customer service, mistakes happen. However they can be erased easily by using suitable phrases and apologizing. Infact mistakes are a great opportunity to delight the customers. In this module, we will learn to use suitable phrases for admitting mistakes and apologizing.

Mistakes Can Be Erased Easily

T Phrases for apologising –

• I’ m sorry.• I sincerely apologize.

T Phrases for admitting mistakes –

• I made a mistake• It was my fault

T It is important to admit to your mistakes because:

• You feel better.• Can think of a way to fix it.• Gives you a chance to do the ‘extra bit’ or go the ‘extra mile’ which will delight your customer.

T It is important to apologize to the customer because:

• It tells the customer or guest that you are sorry for the inconvenience caused to him/her.• It also has an immediate calming effect on the irate customer.


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Key Learnings


1. Write two phrases used for apologising.

2. Write two phrases used for admitting mistakes.

Steward

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Worksheet

1. Read the following statements. Tick on the correct form of apology.

a. The food you have served is very spicy. I had asked you to make it less spicy.

i. I’m sorry Sir. It was a mistake. I will change the dish immediately.ii. It was not my fault. The chef perhaps has made a mistake in preparing the dish.

b. A customer at a cafeteria complains that the table is not clean and questions the hygieneand sanitation practices of the place.

i. Sorry for the inconvenience. We serve a large number of customers daily so it ispossible your table was not cleaned properly.

ii. We regret such an instance. The table will be cleaned immediately. With yourpermission, we can also give you another.

c. Your senior is angry because you reported late for an important meeting.

i. Sorry Sir, It won’t happen again. I will make sure henceforth, to be on time.ii. It wasn’t my mistake. I had some urgent personal work at home.

d. You were compelled to use your colleague’s cellphone without his permission. How willyou apologize to him, when he questions you?

i. I sincerely apologize for using your phone without permission. I had to call a guesturgently and restaurant phone was not working.

ii. I used your phone as I had no other option.

e. You mistakenly spilt water on a guest while serving a dish.

i. Sir, I am extremely sorry. May I guide you to the washroom? There is a dryer therewhich would be of great help.

ii. You can use the dryer in the washroom.

Notes


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Answers

1. a. I’m sorry Sir. It was a mistake. I will change the dish immediately.

b. We regret such an instance. The table will be cleaned immediately. With your permission,we can also give you another.

c. Sorry Sir, It won’t happen again. I will make sure henceforth, to be on time.

d. I sincerely apologize for using your phone without permission. I had to call a guest urgentlyand restaurant phone was not working.

e. Sir, I am extremely sorry. May I guide you to the washroom? There is a dryer there whichwould be of great help.

Steward

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Co-operation – Key to Team Work


T use appropriate phrases for co-operation with team mates.


2 Co-operation – Key to Team Work

3 Key Learnings

4 Worksheet

Module Overview

In a food and beverage establishment you will be working in teams. It is very important to learn how to work in teams as it will contribute to your and the establishment’s success. In this module, we will learn to use appropriate phrases for co-operation with team mates.

Co-operation – Key to Team Work

T Phrases/Words for co-operation with team members:

• Our

• Friends

• Would you/Could you

• Please

• Thanks/Thank you

• Would it be alright if …

• You are the right person to do it.

T Phrases to avoid when working in team:

• Why should I……..

• Do this!

• It is your job!


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T Dialogues on co-operative phrases

Scenario 1

Team members share their responsibilities to arrange a grand birthday party.

Team leader: This Friday, we have to arrange a grand birthday party at our restaurant. We need to work together to make this event a successful one.

Sunil: Sure, Sir. We are all with you. Would it be alright if I handle the decorations?

Team leader: Yes, why not? Suresh, what about you?

Suresh: Sir, I will take care of the food section.

Ramesh: I am sorry that I will not be able to participate this time. I am taking leave for a medical checkup.

Team leader: Don’t feel bad. Get well soon and come back to work. There will be many more events you will be part of.

Ramesh: Thank you, Sir.

Ranjan: I will take up the responsibility of the service arrangements.

Team leader: Well done! Let us get started on our tasks immediately.

Scenario 2

A team member has won an award of excellence.

Team leader: Congratulations! Kiran. Keep up the good work.

Vinay: Well done! We had a lot of expectations from you.

Kiran: Thank you for all the support. It would not have been possible without your support.

Kishore: It was our pleasure working with you.

Hari: Finally, your hard work has paid off.

Kiran: Yes, I am glad.

Scenario 3

Some errors were found in the total revenue collected for the day.

Restaurant Manager: Today, there has been a cash deficit which needs to be resolved.

Captain: Would it be possible for the Accounts Department to recheck and match the calculations with ours?

Cashier: Yes, sure. Let me check again.

Steward (enters with the check): This check was found lying on the floor.

Captain: Was this check’s amount added to the final revenue?

Cashier: I am not very sure. (Checks the bill and says) Oh! So this is the amount that was missing.

Restaurant Manager: We need to be more careful with our work in the future.

Steward

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Scenario 4

A new steward has joined the restaurant and is welcomed by his colleagues.

Team leader: Today we have a new joinee, Gautam.

Sachin: Welcome to our team, Gautam.

Gautam: Thank you, I would need your support to give my best.

Hari: It’s all about teamwork and I am sure you will fit in very well.

Gautam: I will put in my best efforts to keep up the good teamwork.

Ramesh: Yes! A successful team is one that has many hands but one mind.

Key Learnings


1. Write three phrases/words used for co-operation with team members.


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Worksheet

1. Read the following questions. Tick on the correct option given below.

a. How would you address, your team members at a meeting?

i. You all…….ii. Friends……

b. What phrase would you choose to use to delegate tasks to members of your team?

i. You have to…….ii. Would you……..

c. What phrase will you use to motivate someone in your team?

i. You are the right person to do this.ii. Do this.

d. How will you request someone, to do something, that is not in his task list?

i. You will need to do this also.ii. Would it be alright if………

e. What will you say when you need to give an instruction to your team mates?

i. Make sure there are no mistakes.ii. Please, make sure there are no mistakes.

f. How will you express gratitude towards a team member?

i. It was your duty to help out.ii. Thank you for helping out.

Notes

Steward

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Answers

1. a. Friends……

b. Would you……..

c. You are the right person to do this.

d. Would it be alright if………

e. Please, make sure there are no mistakes.

f. Thank you for helping out.

Steward

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Express Your Hurt Correctly


T use appropriate phrases to express hurt feelings.


2 Express Your Hurt Correctly

3 Key Learnings

4 Worksheet

Module Overview

It is very important to be able to express hurt feelings correctly. Not expressing your hurt feelings can lead to poor performance and misunderstandings. In this module, we will learn to use appropriate phrases to express hurt feelings.

Express Your Hurt Correctly

T Not expressing hurt feelings leads to:

• Poor body language – lack of eye contact and smile

• Poor performance

• Build up towards misunderstandings

T Phrases for expressing hurt feelings correctly:

• I feel hurt

• I thought you did not care

• I expect more concern

• I did not like


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T Advantages of expressing hurt feelings:

• A misunderstanding can be cleared, by talking.

• If a person used aggressive language you can point out that his choice of words hurt you.It will help the other person to correct his mistakes.

T Phrases to avoid while expressing hurt feelings:

• You are so selfish.

• You never told me.

• You are always forgetful.

• You always blame me.

• You never admit to your mistakes.

Key Learnings


1. Write three phrases used for expressing hurt feelings correctly.

2. What are the advantages of expressing hurt feelings?

Steward

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Worksheet

1. Match the hurt feeling in column A with the situation in column B.

Column A Column B

a. I feel unloved i. When my friend forgets to invite me to a party.

b. I feel embarrassed ii. If I am ignored by my senior.

c. I feel unhappy iii. If I am criticized in front of my colleagues.

d. I feel humiliated iv. My friends have a job and I am still jobless.

e. I feel hurt v. If I am misunderstood.

f. I feel dejected vi. If I have to ask for help to my friends.

g. I feel no one cares for me vii. If my friends forget my birthday.

h. I feel insulted viii. If I am unable to meet my senior’s expectation.

i. I feel anxious ix. When I am unable to express my feelings to my loved ones.

j. I feel lonely x. When there is time crunch during my work.

Note: There can be no one correct or incorrect answer to the above question.

Notes


86

Steward

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Conflict Resolution


T use ‘I’ messages to resolve conflicts/differences.


2 Conflict Resolution

3 Key Learnings

4 Worksheet

Module Overview

A conflict can arise due to various reasons. It may be a difference of opinion, a clash of interest, temperament or just a misunderstanding. Here we are concerned about conflict at the workplace. Since you will be living and working together with other people, conflicts will occur. But what is important is to solve these conflicts in the best possible way, so that you can function smoothly at the workplace. In this module, we will learn to use ‘I’ messages to resolve conflicts/differences.

Conflict Resolution

T To solve conflicts we must

• Use ‘I’ message

• Listen effectively

• Communicate clearly

• Find a solution

T I messages used for solving conflicts.

• I have been concerned

• I would like to know

• I can help you

• I can understand


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T Accusatory ‘you’ phrases that should be avoided during conflicts

• You are very selfish.

• You took full credit.

• You think you are too smart.

T The wrong way to handle a conflict

• Making accusations by using ‘you’ phrases, without verifying facts.

• Not listening to the other person. Breakdown of communication.

• Not looking for a solution

Key Learnings


1. What should you do to solve conflicts?

2. Write three ‘I’ messages used for solving conflicts.

Steward

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Worksheet

1. Read the following scenarios. Tick on the correct option given below:

a. A customer who is a regular at your food and beverage establishment complains about aninsufficient food portion.

i. Sir, this is the portion we serve regularly.ii. I completely understand your concern. I will personally look into the matter.

b. You see your colleague misbehave at the workplace.

i. You think you are too smart.ii. I have been concerned about your behaviour lately.

c. You do not agree with what your manager is saying.

i. Sir, could you please tell me the correct procedure.ii. I do not have to do whatever you say.

d. You need to bring a colleagues’ continual late coming to his notice.

i. I would like to know…….ii. You think, you can get away with it.

e. A guest complains, that the table next to him has been served their order, though he hadplaced the order earlier.

i. I completely understand what you are saying. I will serve your food immediately.ii. That table is not a part of my station.

Notes


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Answers

1. a. I completely understand your concern. I will personally look into the matter.

b. I have been concerned about your behaviour lately.

c. Sir, could you please tell me the correct procedure.

d. I would like to know…….

e. I completely understand what you are saying. I will serve your food immediately.

Steward

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Accepting Criticism


T respond positively to criticism.


2 Accepting Criticism

3 Key Learnings

4 Worksheet

Module Overview

Accepting criticism positively will help overcome our weaknesses and improve our performance. Words and phrases, that show a positive acceptance of criticism helps in building healthy relationships with team members. In this module, we will learn to demonstrate our ability to respond positively to criticism.

Accepting Criticism

T Words and phrases used to accept criticism positively-

• It is my fault.

• I will be more careful.

• I sincerely apologize for the mistake.

• I accept responsibility.

• I will rectify it immediately.

• I have learnt from your remarks.

T Phrases to be avoided, while accepting criticism are:

• I know I have done it correctly.

• It is not my fault.

• You don’t like me!


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T To accept criticism positively-

• Stop your first reaction.

• Accept that you are not perfect.

• Learn from the criticism.

• Do not take it personally.

Key Learnings


1. What are the words and phrases used for accepting criticism positively?

2. What should you do to accept criticism positively?

Steward

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Worksheet

1. From the options given below in the box choose the correct way of accepting criticism for thefollowing:

T I am sorry. I accept responsibility.

T It was my fault. I will rectify it immediately.

T I will make sure this does not happen again.

T Thank you for your valuable feedback. We will definitely work on it.

T I think I could have done it better. Thanks for telling me.

a. “Your coming late to work regularly, shows a lack of discipline.”

b. “The water goblets on the table have not been positioned correctly.”

c. A guest writes in feedback form that the handling of the check took too long.

d. As a team leader, your manager criticizes your team’s ineffectiveness.

e. Your colleague points out that your station sideboard has not been cleaned properly.


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Notes

Answers

1. a. I will make sure this does not happen again.

b. It was my fault. I will rectify it immediately.

c. Thank you for your valuable feedback. We will definitely work on it.

d. I am sorry. I accept responsibility.

e. I think I could have done it better. Thanks for telling me.

Steward

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Giving Criticism


T offer constructive criticism without being accusatory.


2 Giving Criticism

3 Key Learnings

4 Worksheet

Module Overview

Our work sometimes requires us to give feedback to our juniors or team members. However, learning to give feedback in a positive way without hurting the other person’s feelings and motivating them to do better, helps in taking on leadership roles and building good relationships with others. In this module, we will learn how to offer constructive criticism without being accusatory.

Giving Criticism

T Constructive criticism aims to improve, some part of another person’s life or work.

T Negative criticism is demotivating and can destroy a person’s confidence.

T Phrases that can be used to give feedback positively are:

• Sometimes you go wrong…

• It would be better, if you…

• Could you improve your…

• Try doing it this way…

• We can find a solution...

T Phrases that can sound negative, and should be avoided while giving feedback are:

• You are always late.

• This is bad work.

• Do it this way.

• Are you crazy?


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T For giving positive criticism –

• Make a plan

• Come to the point

• Aim towards improvement

• Watch you words

• Use the “sandwich technique”

• Ask for a response too

• Comment on changed behaviour

Key Learnings


1. Write three phrases used for giving positive criticism.

2. How should you give positive criticism?

Steward

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Worksheet

1. From the options given below in the box choose the correct way of accepting criticism for thefollowing:

T Paying attention to guests, will help you to offer excellent service to them.

T Working well together, as a team, will help us achieve our results easily. It is beneficial for all of us.

T You are so punctual but recently you have been coming late. Are you not well?

T Talking loudly will disturb the guests.

T May be, if you try it this way, it will help you to clear the table more efficiently.

a. Your colleague has been coming late to office for the past week.

b. You need to tell a colleague to be more alert to guest needs.

c. You need to tell your team, to improve team work, and avoid conflicts.

d. You need to tell a colleague that the way he is clearing the table is incorrect.

e. You need to tell your colleague not to talk loudly while guests are present at the restaurant.

Talking loudly, will disturb the guests.


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Notes

Answers

1. a. You are so punctual but recently you have been coming late. Are you not well?

b. Paying attention to guests, will help you to offer excellent service to them.

c. Working well together, as a team, will help us achieve our results easily. It is beneficial forall of us.

d. May be, if you try it this way, it will help you to clear the table more efficiently.

e. Talking loudly will disturb the guests.

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