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- •English for tourism. Part iі (Англійська мова за професійним спрямуванням)
- •0306 «Менеджмент і адміністрування»
- •58002 М. Чернівці, Центральна площа, 7
- •Передмова
- •U nit I adventure tourism and recreation
- •Read and learn the following words and word combinations:
- •I I. Read and translate the following text: Adventure Tourism and Recreation
- •Answer the following questions to the text:
- •P honetic exercise
- •V ocabulary exercises
- •Give Ukrainian equivalents of the following, make up your own 5 sentences with the phrases:
- •Give English equivalents of the following:
- •M atch the following synonyms:
- •Substitute the underlined words with corresponding antonyms from the text:
- •Make up collocations and find sentences in which they are used in the text:
- •Match the definition to the defined word:
- •Put questions to the words in bold:
- •Translate into English:
- •S peaking exercises
- •L ook at the pictures and state the corresponding type of adventure tourism:
- •L ook at the following picture. Translate kayaking gear elements into Ukrainian, imagine that you are a kayaking instructor – tell your client what he must do and how he must use this gear.
- •Look at the following and answer who made the call and to whom; match the conversation with the tourism professional by labelling each conversation with the person's role. Choose from:
- •XVI. Your adventurous vacation.
- •XVIII. Discuss the following:
- •XIX. Make up a plan and retell the text according to it. Reading Exercises
- •X X. Read about Stan Cook Jr. And Cori-Jane Radford, co-owners of a wilderness adventure company in Newfoundland:
- •XXI. Check your understanding by matching a definition to the defined word:
- •XXII. Speak about soft and hard adventures. Which of the following are soft and which are hard?
- •F ill in the missing words to make the following extreme sports complete:
- •Business Skills – Interview
- •Read the following typical questions asked at a job interview and decide which ones are asked by the interviewer and which by the candidate, then provide your own answer to every question:
- •Read the following answers and match them to the questions from the previous exercise:
- •L ook at the following picture and say what important qualities should a successful candidate have and how he / she should look:
- •U nit II. Food and beverage sector
- •R ead and learn the following words and word combinations:
- •R ead and translate the following text: Food and Beverage Sector
- •M ake up your own 10 questions to the text and ask your fellow students to answer them. Make up 3 general, 4 special, and 3 alternative questions. P honetic exercise
- •V ocabulary exercises
- •Give Ukrainian equivalents of the following:
- •Give English equivalents of the following:
- •Match the following synonyms:
- •Substitute the underlined words with corresponding antonyms from the text:
- •Match the definition to the defined word:
- •G ive an example of a bar, cafeteria, coffee shop, restaurant, restaurant chain, fast food outlet in your city:
- •M ake up collocations and find sentences in which they are used in the text:
- •Put questions to the words in bold:
- •Choose the right word from the list to fill in the gaps:
- •T ranslate into English:
- •S peaking exercises
- •Read this dialogue:
- •M atch the necessary response to every question asked by the food server / customers in the following dialogue:
- •Match the items on the right with the items on the left to complete the sentences:
- •P rovide your own answer to every question asked by the waiter:
- •P rovide your own answer to every question asked by the client:
- •Fill in the missing phrases into the following dialogues:
- •Imagine one of the following situations. How would you respond to these complaints?
- •Read and dramatize the following dialogue:
- •I n a restaurant (w: waiter c: customer m: Mary)
- •R eading exercises
- •Read about Andrea Gill, a bartender in Dawson City, Yukon:
- •D iscuss the following:
- •Business Skills How to Write an Effective Resume
- •123 Main Street
- •U nit III. Tourism services
- •R ead and learn the following words and word combinations:
- •I I. Read and translate the following text: t ourism Services
- •Answer the following questions to the text:
- •P honetic exercise
- •V ocabulary exercises
- •Give Ukrainian equivalents of the following:
- •Give English equivalents of the following:
- •Match the definition with the defined word:
- •Fill in the correct word from the list, then make sentences using the completed collocations:
- •Replace the underlined words with corresponding synonyms from the text:
- •P ut questions to the italicized part of the sentence:
- •T ranslate into English:
- •S peaking exercises
- •Read the following quotations and answer the questions below:
- •Reading exercises
- •Read about the tourist / visitor information counsellors: Tourist / Visitor Information Counsellor
- •X IV. Make a list of skills and personal qualities that a tourist/visitor information counsellor needs. Discuss with your partner, which qualities you already have and which need improvement
- •X V. Can you name any tourist information center in your city? What information does it provide about local attractions?
- •XVI. Role-play the following dialogue: at the information office
- •X VII. Think about some other problems a tourist/visitor information counsellor may solve. Make up your own dialogue according to your own or one of the following situations:
- •Business Skills Writing a cv
- •XVIII. Study the following cv sample for a position of a tourism officer:
- •2927 Coffman Alley
- •R ead and learn the following words and word combinations:
- •I I. Read and translate the following text: Tourist Information Center
- •Answer the following questions to the text:
- •P honetic exercises
- •Mind the following words pronunciation:
- •R ead the following sentence first using British, then American English pronunciation:
- •V ocabulary exercises
- •Give Ukrainian equivalents of the following:
- •Give English equivalents of the following:
- •Match and learn the synonyms:
- •S ubstitute underlined words with synonyms from the previous exercise:
- •Look at the following information types. Which of the headings (a-I) from a tourist information website will give information on:
- •P ut the tourist destinations in the correct columns.
- •Fill in the gaps with the following prepositions: on about by for from at about to
- •XIII. Translate into English:
- •Look at the following tourist information symbol. Where have you seen it? Where do you expect to see one?
- •Complete the Information sheet for your city or region or for the place where you are studying. You may invent any info you need:
- •Role-play. “Excuse me, where is the train station…?” Study the following scenario and act out the situation in class:
- •R eading exercises:
- •Read and dramatize the following dialogue:
- •In a Tourist Information Office
- •Match the words in a with their definitions in b. Use a dictionary to check your answers:
- •XXI. Choose the correct word in italics to make true sentences according to the dialogue:
- •XXIII. Complete the sentences below with the numbers from the dialogue:
- •Business Skills Why Writing a Covering Letter?
- •XXIV. Read the following sample of a covering letter:
- •XXV. Write your own covering letter for any tourism position you like. U nit V. Transportation sector
- •Read and learn the following words and word combinations:
- •R ead and translate the following text:
- •Answer the following questions to the text:
- •P honetic exercise
- •Cross the odd word out:
- •V ocabulary exercises
- •Give Ukrainian equivalents of the following, make up your own 5 sentences with the phrases:
- •Give English equivalents of the following:
- •F ind three synonyms for each word in the table:
- •F ind ten forms of transport in the word puzzle:
- •M atch the words with a similar meaning:
- •Study the following definitions:
- •N ow use the words from the previous exercise to complete the sentences:
- •T ranslate into English:
- •S peaking exercises
- •X VI. Match the sentence halves and practice giving recommendations:
- •X VII. Match the following questions to answers and restore the dialogues:
- •X VIII. Complete the following dialogues and act them out in class: at the car hire place
- •Fill in: pounds, cost, small, like, car, rental, certainly, morning, tomorrow, help, fiesta, insurance, form, license, card
- •At the tourist information centre
- •Fill in: else, map, transport, long, evening, do, airport, very much, madam, here, the Cathedral, right
- •XIX. Role-play. Imagine that you are a car hire agent. Always ask for the following information when taking a car hire booking:
- •XX. Read the following phrases and say, whether they can be said by a tourist or by a ticket agent. Make up a dialogue “At a Train Station”, using these phrases:
- •XXI. Role-play. A tourist at the information kiosk has a problem with his ticket. He is talking to one of the employees behind the counter. Practice their conversation with a partner:
- •R eading exercise
- •Complete the text with words and phrases from the list: handling, private, rental, complaints, licenses, pamphlets, agents, resorts, service, useful, greet, process, management Rental Agent
- •B usiness Skills – a Vehicle Rental Agreement
- •Study the following vehicle rental agreement, fill in this form for any of your imaginary deals:
- •U nit VI. What to expect at the airport
- •R ead and learn the following words and word combinations:
- •I I. Read and translate the following text: What to Expect at the Airport
- •A nswer the following questions to the text:
- •Phonetic exercise
- •C ross the odd word out:
- •Vocabulary exercises
- •G ive Ukrainian equivalents of the following, make up your own 5 sentences with the phrases:
- •G ive English equivalents of the following:
- •M atch and learn the synonyms:
- •M atch the words on the left with the words on the right to make collocations:
- •Make the sentences complete with collocations from the previous exercise:
- •T ranslate into English:
- •S peaking exercises
- •What do you do when you get to the airport? Put the sentences below in a correct order:
- •L ook at the following picture and say what items cannot be taken on board as hand luggage:
- •L ook at the following departures board, tell what time each flight departs as in the example:
- •Look at the following arrivals board, then ask and answer as in the example:
- •P ut the following conversation phrases in the correct order to form mini-dialogues. Choose a title for each dialogue as in the example:
- •Match the following questions to answers to complete the dialogues: checking in
- •Passport control
- •Put the items, which a ground steward usually covers in a conversation with passengers at the check-in counter, in the correct order:
- •Complete the following dialogue:
- •Use the following vocabulary to act out similar dialogues in class:
- •Provide your own answers to passengers’ requests:
- •Role-play. Split into two groups. One group are passengers, another – flight attendants.
- •D iscuss the following with your classmates:
- •Reading exercises:
- •Read the following text about abusive passengers: passengers behaving badly
- •Match the following words from the above text to their translation and transcription:
- •Business Skills w riting a Letter of Enquiry
- •U nit VII. Cruise ships
- •R ead and learn the following words and word combinations:
- •Read and translate the following text: Cruise Ships
- •Re ad the answers and write appropriate questions to match them:
- •P honetic exercises
- •M ind the British and American English pronunciation of the following words:
- •Read the following sentence first using British, and then American English pronunciation:
- •V ocabulary exercises
- •Give Ukrainian equivalents of the following, make up your own 5 sentences with the phrases:
- •G ive English equivalents of the following:
- •A ccording to bonvoyage.Co.Ua all cabins have the following amenities as standard. Fill in the missing words to make the phrases complete:
- •F ind synonyms for the following words / word combinations and learn them:
- •Fill in synonyms from the previous exercise to complete the sentences:
- •Translate into English:
- •S peaking exercises
- •Describe the following inside, outside cabins and a suite with a balcony with the help of the following pictures. Specify the difference between them and say where you would like to stay:
- •Fill in the missing words to complete the dialogue:
- •Match the following questions to answers and restore the dialogue:
- •R eading exercises
- •Study the following descriptions of some cruise jobs:
- •Say whether the following statements are true or false and correct the false ones:
- •Match the following phrases and questions to the responsibilities of a chef / purser / hotel manager / cruise director / captain:
- •Business Skills - Letter s ending Information
- •U nit VIII. Travel trade
- •Read and learn the following words and word combinations:
- •Read and translate the following text: Travel Trade
- •Answer the following questions to the text:
- •Phonetic exercise
- •C ross the odd word out:
- •V ocabulary exercises
- •Give Ukrainian equivalents of the following, make up your own 5 sentences with the phrases:
- •Give English equivalents of the following:
- •W hat words go together according to the text:
- •VIII. Make up your own five sentences, using the above mentioned collocations:
- •IX. Find synonymous words in the text to complete the sentences:
- •X. Find words in the text to match the following definitions:
- •R estore the word order:
- •Make questions to the italicized words:
- •Translate into English:
- •S peaking exercises
- •C omplete the following dialogues: At The Travel Agency b rochures, reservations, great, where, dollars, climates, go, spend, tropical, vacation, look
- •Split into two groups. One of you are travel agents, others are clients who want to go on holiday. Make up similar dialogues, using the following phrases:
- •Make a plan and retell the text according to it. R eading exercises
- •Read the text about the world known travel trade newspaper:
- •Match the following words from the above text to their translation and transcription:
- •Business Skills m aking Presentations
- •Make a power point version of your own travel trade website, advertising any country you like, and present it to the class according to the model:
- •U nit IX. A travel agent
- •R ead and learn the following words and word combinations:
- •Read and translate the following text:
- •Answer the following questions to the text:
- •Phonetic exercise
- •C ross the odd word out:
- •V ocabulary exercises
- •Give Ukrainian equivalents of the following, make up your own 5 sentences with the phrases:
- •Give English equivalents of the following:
- •Fill in the correct word from the list, then make sentences, using the completed collocations:
- •Insider, out-of-the way, policy, company, package,
- •C omplete the following sentences with the necessary prepositions:
- •C ross the odd word out from the list of synonyms:
- •Find words in the text to match the following definitions:
- •T ranslate into English:
- •S peaking exercises
- •Complete the dialogue with words from the list:
- •People, business, airline, lunchtime, child, leave, old, Istanbul, from, morning, reservation
- •Make up similar dialogues, using the following prompts:
- •Complete the dialogue with phrases given below:
- •Booking a hotel
- •M ake up similar dialogues, student a is a travel agent, student b is a traveller.
- •Read and act out the following dialogue: at the travel agency
- •Read the following statements and say whether they are true or false, correct the false ones:
- •Business Skills w riting Letters of Complaint
- •Study the following sample. Write your own letter of complaint to a travel agent.
- •Unit X. A tour operator
- •R ead and learn the following words and word combinations:
- •R ead and translate the following text: a Tour Operator
- •Answer the following questions to the text:
- •P honetic exercise
- •Vocabulary exercises
- •F ind words in the text to match the following definitions:
- •Make up collocations and find sentences in which they are used in the text:
- •Put questions to the words in bold:
- •Translate into English:
- •S peaking exercises
- •Look at the functions listed below. Decide which ones are performed by tour operators and which by travel agents, then make sentences as in the example:
- •You are a travel agent who wants to have a tour package for some group of travellers. Provide your own answer to every question asked by the tour operator:
- •Put the following conversation between a conductor (Sam) and a tour operator (Alex) in the correct order:
- •Make up similar conversations, acting out one of the following situations:
- •R ole play. Imagine the following situation:
- •Make up a plan and retell the text according to it. R eading exercises
- •Prepare and describe a five-day tour of Spain's most famous Andalucian cities from Madrid, using the information you’ve just read and the following scheme (the first two have been done for you):
- •Itinerary
- •Business Skills – Negotiations
- •Read and learn the following useful phrases and expressions, which may be used while negotiating:
- •Make up sentences as in the example:
- •T ry to sell to your group mate anything you have on you/with you (your wrist watch, your bag, your telephone…)
- •Role play the situation below:
- •Translate into English:
- •U nit XI. Promotion in tourism
- •R ead and learn the following words and word combinations:
- •R ead and translate the following text: Promotion in Tourism
- •Answer the following questions to the text:
- •P honetic exercises
- •Mind the following words pronunciation:
- •Read the following sentences first using British, then American English pronunciation:
- •V ocabulary exercises
- •Give Ukrainian equivalents of the following, make up your own 5 sentences with the phrases:
- •Give English equivalents of the following:
- •Match and learn the synonyms:
- •F ind antonyms for the following words in the text, make up your own sentences with them:
- •F ill in appropriate words from the previous exercise into these sentences:
- •T ranslate Into English:
- •XIII. Try to characterize a successful advertisement using just one word or phrase. Possible answers:
- •Which type of promotion activity do you think would be best for the following?
- •XVI. Make up a dialogue as in the example:
- •XVII. Say what you believe a successful advertisement should do, justify your choice, using the following expressions:
- •Discuss the following questions:
- •Present an advert that impressed you most. Tell your group mates why you believe it is / is not successful, answering the following questions:
- •R eading exercise
- •When you decide to promote a product, it is possible to make mistakes without realizing it. Read the following incomplete texts and match the two halves of each story:
- •B usiness Skills – Your Own Advertisement
- •Write your own advertisement for a particular hotel or resort. Try to advertise it so that everyone would like to go there. Use the following model:
- •U nit XII. Hospitality marketing
- •Read and learn the following words and word combinations:
- •R ead and translate the following text: Hospitality Marketing
- •A nswer the following questions to the text:
- •P honetic exercises
- •Match the words on the left with their pronunciation transcriptions on the right:
- •Read the following sentence:
- •Vocabulary exercises
- •Give Ukrainian equivalents of the following, make up your own 5 sentences with the phrases:
- •G ive English equivalents of the following:
- •Find words in the text to match the following definitions:
- •F ind synonymous words in the text to complete the sentences:
- •Restore the word order:
- •Make questions to the words in bold:
- •T ranslate into English:
- •Look at the following diagram, representing the traditional marketing plan. Fill in the gaps and explain every item:
- •D escribe the following stages of the marketing process. Label the stages in a chronological order and explain your choice:
- •Match the items on the left with their explanation on the right, then ask and answer as in the example:
- •Role-play. One of you is a hotel / restaurant representative, the other – a researcher / guest. Take turns to ask and answer as in the example:
- •Reading exercises:
- •P rovide examples for the 5 advertising types given above. Discuss the following:
- •Business Skills How to Prepare a Marketing Plan
- •U nit XIII. Hotel reservation, check in and out procedures
- •R ead and learn the following words and word combinations:
- •Read and translate the following text: hotel reservation, check in and out procedures
- •Answer the following questions to the text:
- •Phonetic exercise
- •V ocabulary exercises
- •Give Ukrainian equivalents of the following, make up your own 5 sentences with the phrases:
- •Give English equivalents of the following, state sentences in which these phrases were used in the text:
- •F ind words in the text to match the following definitions:
- •Find prepositions which are used with the following words and learn them:
- •F ill in the necessary preposition:
- •T ranslate into English:
- •S peaking exercises
- •Provide your own answers to the following questions asked by the front-desk receptionist:
- •Below is a mixed up conversation. Rearrange the conversation so that it makes sense:
- •Role-play. Student a is a receptionist, student b is a guest who wants to check out of the hotel. Make up a dialogue, using the following phrases:
- •XVI. Role-play. Look at the following conversation between a reservationist and a client.
- •Check into a hotel, using the following phrases:
- •Agree or disagree with the following statements. Give your reasons.
- •R eading exercises
- •Read and dramatize the following dialogue:
- •Business Skills Telephone Communication
- •Practice a telephone conversation with your group mate:
- •U nit XIV. Tourism in ukraine
- •R ead and learn the following words and word combinations:
- •Read and translate the following text: tourism in ukraine
- •Answer the following questions to the text:
- •P honetic exercise
- •V ocabulary exercises
- •Give Ukrainian equivalents of the following, make up your own 5 sentences with the phrases:
- •Give English equivalents of the following:
- •VII. Replace the underlined words with corresponding synonyms from the text:
- •W rite the opposites:
- •Complete the sentences with a derivative of the word in bold:
- •T ranslate into English:
- •S peaking exercises
- •Here are some basic items of a guest-first strategy, which may help to improve the service standards in Ukrainian resorts. Complete the strategy list by adding the right word from the box:
- •F ind words or phrases in the previous exercise that mean the same as:
- •Topics for discussion:
- •R eading exercises
- •Read the following folk anecdotes: folk humour
- •D iscuss the following:
- •Business Skills Describing Trends: Graphs and Charts
- •It is worth mentioning that the majority of the given verbs have a noun form:
- •It’s also important to remember that adjectives are used to modify nouns whereas adverbs are used to modify verbs, adjectives, other adverbs and clauses.
- •Now use the words and word combinations that you liked most to describe the following charts:
- •R ead and learn the following words and word combinations:
- •R ead and translate the following text: ukrainian resorts
- •Answer the following questions to the text:
- •P honetic exercises
- •V ocabulary exercises
- •Fill in the missing words:
- •Find synonyms or antonyms for the following words in the text:
- •Translate into English:
- •S peaking exercises
- •Topics for discussion:
- •Make up your own 10 questions to the text (3 general, 3 special, 3 disjunctive, 1 alternative). R eading exercises
- •Read the text “So You Want to Be a Resort Representative?”:
- •Business Skills a Welcome Meeting Talk
- •U nit XVI. International tourism
- •Read and learn the following words and word combinations:
- •R ead and translate the following text:
- •International tourism
- •Answer the following questions to the text:
- •Phonetic exercises
- •M ind the letters au pronunciation in the following words:
- •Read the following sentences:
- •V ocabulary exercises
- •Give Ukrainian equivalents of the following, make up your own 5 sentences with the phrases:
- •G ive English equivalents of the following:
- •F ill in the correct word from the list, then make sentences using the completed collocations:
- •I njections, money standards, the demand, consumer spending, gross, general, relations
- •Match the definition to the defined word:
- •C omplete the following sentences with the necessary prepositions from the previous exercise:
- •Restore the word order:
- •Use the prompts to make sentences, as in the example:
- •Make the sentences complete by translating the phrases into English:
- •Speaking exercises
- •P ut the key words in the correct order, state the situation in which they are used in the text:
- •Speak about the advantages and disadvantages of the international tourism rapid growth:
- •Ranking Exercise:
- •XVIII. Make up a plan and retell the text according to it r eading exercises
- •XIX. Read about the main problems international tourism faces nowadays:
- •XX. Discuss the following items:
- •Business Skills Meetings in English
- •X XII. Act out the following scenario in your group:
- •U nit XVII. World destinations
- •R ead and learn the following words and word combinations:
- •R ead and translate the following text: World Best Tourist Destinations and Resorts
- •Answer the following questions to the text:
- •P honetic exercise
- •Mind the following words pronunciation:
- •V ocabulary exercises
- •Give Ukrainian equivalents of the following, make up your own 5 sentences with the phrases:
- •G ive English equivalents of the following:
- •What words go together according to the text:
- •Make up your own five sentences, using the above mentioned collocations:
- •Supply the necessary preposition:
- •T ranslate into English:
- •Speaking exercises
- •Make up a dialogue as in the example:
- •Read the text ‘Disappearing Tourist Destinations’, choose an appropriate heading for each paragraph:
- •Discuss the following:
- •Business Skills How to Write an e-Mail
- •Video Supplement Unit I. Extreme Sports
- •Post watching
- •Unit II. Taking an Order
- •Pre watching
- •While watching
- •Post watching
- •Unit II. At the Restaurant
- •Pre watching
- •While watching
- •Welcome
- •Ordering
- •Post watching
- •Units III and IV
- •Pre watching
- •While watching
- •Post watching
- •Unit V Montreal Travel – Public Transportation
- •Pre watching
- •While watching
- •Post watching
- •Unit VI At the Airport
- •Pre watching
- •While watching
- •At the Airport
- •On the Plane
- •Duty Free Goods
- •Passport Control
- •Post watching
- •Unit VII Princess Cruises
- •Pre watching
- •While watching
- •Post watching
- •Take a Tour of Princess Cruises Staterooms
- •Pre watching
- •While watching
- •Post watching
- •Units VIII and IX How to Become a Travel Agent from Home
- •Pre watching
- •While watching
- •Post watching
- •At the Travel Agent
- •Pre watching
- •While watching
- •Arranging a Trip
- •Giving Personal Information
- •Booking a Flight
- •Making a Hotel Reservation
- •Post watching
- •Unit X Travel Booster for Tour Operators
- •Pre watching
- •While watching
- •Unit XI Meet South Africa
- •Post watching
- •Unit XII Promote Your Hotel in Video
- •Pre watching
- •While watching
- •Post watching
- •Unit XIII Checking In and Out
- •Pre watching
- •While watching
- •Checking In at a Hotel
- •Getting Information
- •Checking Out
- •Post watching
- •Unit XIV Welcome to Ukraine
- •Pre watching
- •While watching
- •Post watching
- •Unit XV Meetings in Crimea
- •Pre watching
- •Unit XVI What is Global Tourism?
- •Post watching
- •Unit XVII London Top Attractions
- •Pre watching
- •While watching
- •Post watching
- •10 Best Places to See in Paris
- •Pre watching
- •Study the following words and expressions before you watch:
- •While watching
- •Post watching
- •Tips for Visiting the Taj Mahal
- •Pre watching
- •While watching
- •Post watching
- •Egypt, Land of Legend
- •Pre watching
- •While watching
- •Post watching
- •Video Scripts Unit I Extreme Sports
- •Unit II Taking an order
- •At the Restaurant (Welcome)
- •Ordering
- •Units III and IV Manchester’s New Visitor Information Centre
- •Unit V Montreal Travel – Public Transportation
- •Unit VI At the Airport
- •On the Plane
- •Duty Free Goods
- •Passport Control
- •Unit VII Princess Cruises
- •Take a Tour of Princess Cruises Staterooms
- •Units VIII and IX How to Become a Travel Agent from Home
- •At the Travel Agent Arranging a Trip
- •Giving Personal Information
- •Booking a Flight
- •Making a Hotel Reservation
- •Unit X Travel Booster for Tour Operators
- •Unit XI Meet South Africa
- •Unit XII Promote Your Hotel in Video
- •Unit XIII Checking In at a Hotel
- •Getting Information
- •Checking Out
- •Unit XIV Welcome to Ukraine
- •Unit XV Meetings in Crimea
- •Unit XVI What is Global Tourism?
- •Unit XVII London Top Attractions
- •10 Best Places to See in Paris
- •Tips for Visiting the Taj Mahal
- •Egypt, Land of Legend
Business Skills Telephone Communication
These are some of the most common telephone phrases used when answering a business call. You should learn them until you are comfortable using them.
Answering the phone:
Good morning/afternoon XYZ Ltd. This is… How can I help you?
Thank you for calling… How may I help you?
Connecting a caller:
I'll put you through now.
One moment, please.
I’ll have to transfer your call to another department.
Would you like to stay on the line, or would you like me to call you back?
T
here’s
no problem at all. I’ll be glad to call you back. Can I have your
phone number, please?
Explaining there's a problem:
I'm sorry, but the line's engaged at the moment.
I'm sorry. There's no reply.
I'm sorry, but he/she's out of the office at the moment.
I'm afraid he/she's on the other line at the moment.
Offering help:
Would you like to hold?
Is there anyone else who could help you?
Can I take a message?
Maybe I can help you?
I’ll tell him/ her you called.
He’ll be back at about…
O
ffer
a return call:
Perhaps he/she can call you back?
Could he/she call you back?
Offering to take a message:
S/he’s not here right now. Would you like to leave a message?
Can I take a message for him/her?
I can give you his / her voicemail, if you would like?
Asking for the caller's name and number:
Could I have your name and number, please?
Could you give me your name and number, please?
Checking the information:
Could you spell that, please?
Can I just check that again, please?
Could you repeat that, please?
Could you, please, say that again?
Could you, please, speak a bit more slowly?
Ending a phone conversation:
OK, I think that’s everything I need.
OK, I think I’ve got all the details
Thanks. You’ve been very helpful.
Thanks very much for your help.
B
ye-bye.
Goodbye.
Practice a telephone conversation with your group mate:
e.g. Student A is a receptionist, student B is a guest who wants to reserve a room.
U nit XIV. Tourism in ukraine
R ead and learn the following words and word combinations:
beneficial [ˌbenɪˈfɪʃl] вигідний, корисний
concerning [kənˈsɜːnɪŋ] стосовно
high growth potential [haɪ ɡrəʊθ pəˈtenʃl] високий потенціал росту
return on investments [rɪˈtɜːn] прибуток від інвестицій
in short to medium term [ˈmiːdiəm] за короткий чи середньої тривалості термін
in line with – співвідносний із
n
ational
GDP
[ˈnæʃnəl
ˌdʒiː diː ˈpiː] валовий внутрішній продукт
країни
spillover effect [ˈspɪləʊvə ɪˈfekt] ефект
додаткової користі
related industries [rɪˈleɪtɪd ˈɪndəstri] пов’язані
промисловості
retail trade – роздрібна торгівля
tenfold cheaper [ˈtenfəʊld] у десять разів дешевше
government spending [ˈɡʌvənmənt] витрати уряду
country brand promotion – просування
(позитивного) іміджу країни
business sophistication [səˌfɪstɪˈkeɪʃn]
ділова майстерність
shadow economy [ˈʃædəʊ] тіньова економіка
tax inflow [ˈɪnfləʊ] податкові надходження
in a short run – за короткий проміжок часу
bleak [bliːk] похмурий, затьмарений
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