AELA_E1002_SESI_SG

I don’t work on Sundays. (in place of)

I do not work on Sundays.

The pronoun and auxiliary verb at the end of the sentence are not contracted.

Example:

Are you going for the play? Yes, I am. (not Yes, I’m) However, you can contract the ‘not’ at the end of the sentence.

Example:

Are you going for the play? No, I can’t. (not No, I cannot)

13.5.1 Exercise

Complete the conversation using appropriate contractions.

13.5.2 Exercise

Use contracted forms wherever possible in this dialogue.

A:I am glad we will reach there in time.

B:Do not worry about that. Just focus on your presentation. Are you prepared?

A:Yes, I am. I think I will start with a little game. Is that a good idea?

B:I think they will love it.

A:Then it is decided. I will use the game.

13.5.3 Class Activity

Role play a dialogue between a manager and an employee as they discuss his career plan for the next year.

UNIT

Making Customer Service a Motto 14

Objectives

The learner will be able to:

Talk about customer service using the appropriate vocabulary.Schedule meetings on the telephone.

14.1 Importance of Customer Service

Think of good customer service you have received somewhere. What did you appreciate as a customer?

14.2 Super Services for the Customer

Meet Mr. Hare. He is the owner of Sumptuous Restaurant in Detroit.

14.2.1 Exercise

Read the passage and match the headings with the paragraphs.

1.Building bonds

2.Value the customer

3.Social work

4.Extra service

A.Every day we receive hundreds of email thanking us for the extra services provided by our employees. Sometimes it is as simple as serving with a smile. Other times it’s something bigger like keeping the outlet open beyond its regular hours to accommodate passengers on

a particularly late train.

B.So, yesterday our founder said, “It’s our turn to say thanks now. Let’s give customers more than what they expect.” We want to show our customers we value them in every way we can. This will strengthen our bond even further.

C.He said, “We should be proactive and anticipate customers’ needs. Before they ask for help, let’s offer them help. And not just in terms of serving good food. It should be an experience they cherish, a relationship they value.

D.Our founder believes the restaurant should also help the community in other ways. We can tie up with schools and hospitals to provide education about the right nutrition.

14.2.2 Exercise

Read the passage again and answer these questions.

1.What are the extra services customers are happy about?

2.According to Mr. Hare, how should the restaurant thank the customers?

3.How does Sumptuous want to help the society?

14.3Opinion

Do you think the proactive attitude will work in your organisation?

14.4 Helpful Vocabulary

14.4.1 Exercise

1.Listed are the different kinds of services. Which words from the box can be matched with them?

a.Poor service

b.Cheap service

c.Fast service

2.Complete the sentences using the given options.

charge offer avail

a.We only __________ this service to our annual members.

b.The monthly members can __________ of only a few services.

c.There is a small service __________ of $2 for home visit.

14.4.2 Class Activity

Think of a customer service experience (good or bad) you recently had and fill this questionnaire. Then, interview your partner about his/her experience.

1.How would you rate your visit to our organisation? (Good/OK/Bad) Comment _______________________________

2.How satisfied were you with our services? (Very satisfied/Satisfied/Not satisfied)

Comment ______________________

3.Your opinion on the staff. They were _______ (Polite/Quick/Professional) Comment _________________________

4.Would you like to visit our organisation again? (Yes/No)

Comment ___________________

14.5 Scheduling Meetings on the Telephone

Does your work require you schedule meetings and make necessary plans over the telephone?

14.5.1 Conversation

Listen to Jeff’s conversation about a meeting.

Jeff: Hello, I’d like to speak to Coreen please. Coreen: Speaking.

Jeff: I am Jeff and I wanted to meet you to discuss my research with you. I had sent you an email about this.

Coreen: I remember. Can we meet on Thursday? Jeff: Sure. What time would be convenient for you? Coreen: Around 10 in the morning. Is that alright? Jeff: Perfect. I’ll send you an email to confirm. Coreen: Thank you.

14.5.2 Exercise

Based on Jeff’s conversation, which of the following sentences do you hear? Tick the statements that you hear.

14.5.3 Class Activity

Role play the conversation with your partner. Fix a meeting (date, time and place).

UNIT

Hotel Business 15

Objectives

The learner will be able to:

Talk about service in a hotel.Link words in a conversation.

15.1 Hotel Stay

How often do you need to stay in hotels? Would you like to work for a hotel or start one of your own?

15.2 Managing a Hotel

15.2.1 Conversation

Marsha Ellen works at Hotel Royale in Philadelphia. She talks about her work. Interviewer: Marsha, how long have you been in this field?

Marsha: You mean working for hotels? Well almost fifteen years. Since I completed my Masters in Hotel Management, I have worked for three different hotels.

Interviewer: Tell us about your present job.

Marsha: Hotel Royale is one of the most well-known hotels of Philadelphia. We have around 350 rooms including 50 suites.

Interviewer: That’s a large number. What kind of guests do you have?

Marsha: All kinds, but mostly business people. Philadelphia, you know, is an important commercial centre, so we have a lot of people coming here for work.

Interviewer: Do you also have overseas guests?

Marsha: Yes, many foreigners come here. Most of our overseas guests are from Canada. Nearly 30%. Then we also have people from Europe, Japan and Singapore. Many of them are our regular patrons. That’s because our service is excellent. In fact, we maintain a database of all guests and their likes, dislikes and specific requests. This helps us serve them better every time they come. Our service is our biggest attraction. So the guests don’t mind paying the high charges.

Interviewer: What else would you say is behind the success of Hotel Royale?

Marsha: Umm... its location is also an important factor. We are in an area that is in the centre of the city and also close to the business quarters.

15.2.2 Exercise

1.Based on Marsha’s interview, state whether the following sentences true or false.

a.Most guests at the hotel are business people.

b.The hotel has over 400 rooms.

c.The biggest attraction of Hotel Royale is its low prices.

2.Listen again and answer these questions.

a.What percentage of the hotel’s guests come from Canada?

b.How does the hotel know what its regular customers like?

c.What degree does Marsha have?

15.2.3 Opinion

Marsha says the location of their hotel is a big advantage. Is the location of your organisation also an advantage?

15.3 Grammar

15.3.1 Using Appropriate Quantifiers

We use quantifiers to describe the quantity of something. Some of the commonly used quantifiers include ‘all’, ‘each’, ‘every’ (total quantity).

Look at these examples.

Can you say which are the quantifiers that can only combine with singular countable nouns?

Most, many, much, a lot of (large quantity)

Can you now say which quantifiers would combine with both plural countable and uncountable nouns?

A few, a little (small quantity)

Which of the quantifiers only combines with uncountable nouns?

No, (not) any (zero quantity)

We can use ‘some’ in positive sentences to describe unspecified quantities.Some customers are not happy with our service.

(We do not specify how many customers and the number is limited) We can use ‘some’ in requests and offers.

Could you bring some water, please?Would you like some coffee?

We can use any in questions and negatives about quantity.Do you have any questions?

15.3.2 Exercise

1.Complete the sentences using the correct quantifiers. More than one answer is possible.

a.Most/many/much people come here for business.

b.A lot of/much/many guests prefer smaller rooms.

c.Much/many/a lot of attention is given to the comfort of our guests.

2.Use a few or a little to complete the sentences.

a.We have (4) _________ information about the town on our Website.

b.We had (5) _________ customer complaints last year.

3.Use any or no to complete the sentences.

a.I don’t do (6) ______ accounts work now.

b.We have (7) ____ pending issues.

15.4 Linking Words in a Conversation

When we speak naturally, we generally link words in three ways. Look for the bolded letters in each example. They indicate the linking of the words.

15.4.1 Exercise

Mark the linked words in these questions.

a.Did you meet Sally?

b.Do you know a lot of people here?

c.Could I ask you a few questions?

15.4.2 Exercise

Listen to this conversation and complete the sentences using the given options.

Options

got an important

are any

got an entire

no easy

see if

A:Shall we start? We’ve (1) __________ chapter to finish.

B:Sorry, I’ll have to leave. I’ve (2) __________ program to attend.

A:OK. I’ll (3) __________ I can finish this by myself though it’s (4) __________ job. (5)__________

of your friends going?

B:Yes, some of them.

15.4.3 Class Activity

You are on a business visit to Philadelphia and are staying in Hotel Royale. You meet your partner in the lobby and start talking about your business.

The discussion should be dialogue-oriented and should include the following points:

a.Current status of the business

b.Global locations

c.Trend

d.Impact of recession

e.Future plans