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F O R T O U R I S MENGLISH

Tour & TravelBook 1

For first year senior high schoolENG

LISH FOR TO

URISM Tour & Travel

For first year senior high school

Publishing and Copyright InformationPublished by Swisscontact and supported by SECO

(Swiss State Secretariat for Economic Affairs) Copyright @ 2016 Swisscontact

All rights reserved. No part of this publication may be copied or reproduced in any form by any means for commercial use.

The materials contained herein maybe copied or reproduced for educational and training purposes only, provided the materials is not changed/ revised/ modified.

Coordinating AuthorDr. Sutanto Leo, M.ED. TESOL., Dipl. TESL

ContributorsTeachers of SMKN 1 Pangkalan Bun

Marwiyanti Alba, S.Pd. Saran Segah, S.S.Nursaid, S.T.T. Par

Lecturers of Bandung Tourism Institute Dr. Sutanto Leo, M.ED. TESOL., Dipl. TESL

Dra. P. JESSICA J. JOSARY, M.Sc., CHE

Team of Vocational Education and Training Swisscontact WISATA II:

Sapto SiswoyoFebrasius Masal

Dwi Setijo WidodoYorsi Nuzulia

Mercya Soesanto

Graphic and LayoutI Wayan Sanjaya Adi Putra

DistributorSwisscontact WISATA

Jl. Batur Sari 20 SB, Sanur Kauh, Bali, Indonesia

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KATA PENGANTAR

Pariwisata Indonesia adalah pariwisata yang berbasis budaya dengan menitikberatkan kepada pelestarian sumber daya alam dan budaya serta mengedepankan keanekaragaman atau ke-bhinekaan sebagai jati diri bangsa dalam satu bingkai negara kesatuan yaitu Republik Indonesia. Keragaman ini adalah anugerah yang patut disyukuri dan menjadi kekuatan dalam menjadikan pariwisata Indonesia sebagai pariwisata berkelanjutan.

Dalam upaya mewujudkan pariwisata berkelanjutan tersebut wajib diperhatikan tentang ketersediaan sumber daya manusia pariwisata yang berkualitas, memiliki kompeten unggul dan professional. Salah satu elemen penting yang layak dikuasai untuk mencapai kompetensi tersebut adalah penguasaan bahasa asing utamanya Bahasa Inggris. Hal ini menjadi sesuatu yang sangat mutlak diperlukan terlebih dengan telah dicanangkannya pariwisata sebagai salah satu sector unggulan penopang pertumbuhan ekonomi negara. Sementara disisi lain dengan maraknya globalisasi dunia dan berlakunya Masyarakat Ekonomi ASEAN menjadikan pasar tenaga kerja pariwisata semakin terbuka dan kompetitif baik ditingkat nasional maupun regional.

Merespon perkembangan tersebut penerapan penguasaan Bahasa Inggris bagi generasi muda Indonesia sangat dibutuhkan dan hal ini dapat dilakukan secara intensif di institusi pendidikan formal pariwisata ditingkat sekolah menengah melalui SMK Pariwisata. Merujuk pada Peraturan Menteri Pendidikan dan Kebudayaan, No. 70 th. 2014 Tentang Muatan Lokal Kurikulum 2013 Pasal 4, sekolah diberikan ruang bagi pengembangan muatan lokal yang diperlukan termasuk bidang Bahasa asing seperti bahasa Inggris. Pemerintah, melalui Dinas Pendidikan Provinsi sangat mendukung dengan adanya inisiatif pendidikan dan pengajaran Bahasa Inggris bagi siswa-siswi di lingkungan SMK Pariwisata melalui pengembangan muatan lokal tersebut.

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Kami menyambut baik dengan tersusunnya buku English for Tourism sebagai wujud nyata pengembangan muatan lokal tersebut. English for Tourism ini disajikan dengan materi yang sesuai dengan kebutuhan industri pariwisata dan disertai dengan metode pengajaran yang menarik untuk mencetak lulusan SMK Pariwisata mampu mengisi kesempatan bekerja di dunia pariwisata.

Buku English for Tourism ini menjadi lebih berbobot dan istimewa dengan mengangkat dan mempopulerkan khasanah budaya lokal khas Tanjung Puting kepada generasi muda sebagai bagian yang tak terpisahkan dari beragam upaya melakukan pariwisata berkelanjutan melalui pendidikan Bahasa Inggris di SMK Pariwisata. Dengan demikian selain siswa-siswi dapat mahir berbahasa Inggris, karakter mereka ikut dibangun melalui nilai-nilai kearifan budaya lokal yang terkandung dalam materi pembelajaran English for Tourism ini.

Semoga melalui langkah mulia ini SMK Pariwisata mampu menghasilkan sumber daya manusia pariwisata Indonesia yang berkualitas, memiliki kompetensi dan professional sehingga mampu berkompetisi dan memiliki daya saing yang tinggi di pasar pariwisata nasional maupun international.

Palangkaraya, 27 februari 2017Kepala Dinas PendidikanProvinsi Kalimantan Tengah,

Drs.H.Nurul Edy, M.SiPembinan Utama MadyaNIP. 19610626 198803 1 005

UNIT 1: GREETINGSLearning Outcomes ..................................................................... 2Activity #1 ................................................................................. 3Activity #2 ................................................................................. 6Activity #3 ................................................................................. 6Activity #4 ................................................................................. 7Activity #5 ............................................................................... 13Activity #6 ............................................................................... 14Activity #7 ............................................................................... 15Activity #8 ............................................................................... 15Activity #9 ............................................................................... 16Activity #10 ............................................................................. 17Activity #11 ............................................................................. 17Activity #12 ............................................................................. 18Activity #13 ............................................................................. 19Activity #14 ............................................................................. 20Activity #15 ............................................................................. 21Activity #16 ............................................................................. 22Activity #17 ............................................................................. 23Activity #18 ............................................................................. 24Activity #19 ............................................................................. 27Activity #20 ............................................................................. 28Activity #21 ............................................................................. 30Activity #22 ............................................................................. 31Activity #23 ............................................................................. 32Activity #24 ............................................................................. 33Activity #25 ............................................................................. 34Activity #26 ............................................................................. 35Activity #27 ............................................................................. 35Activity #28 ............................................................................. 36Reflection Unit ......................................................................... 37

UNIT 2: INTRODUCTIONLearning Outcomes ................................................................... 40Activity #1 ............................................................................... 41Activity #2 ............................................................................... 41Activity #3 ............................................................................... 43Activity #4 ............................................................................... 45Activity #5 ............................................................................... 45Activity #6 ............................................................................... 46Activity #7 ............................................................................... 49Activity #8 ............................................................................... 50Activity #9 ............................................................................... 51Activity #10 ............................................................................. 52Activity #11 ............................................................................. 54

ii

TABLE OF CONTENTS

iii

Activity #12 ............................................................................. 54Activity #13 ............................................................................. 54Activity #14 ............................................................................. 55Activity #15 ............................................................................. 55Activity #16 ............................................................................. 56Activity #17 ............................................................................. 57Activity #18 ............................................................................. 58Activity #19 ............................................................................. 59Activity #20 ............................................................................. 62Activity #21 ............................................................................. 54Activity #22 ............................................................................. 55Activity #23 ............................................................................. 56Reflection Unit ......................................................................... 57

UNIT 3: TELEPHONINGLearning Objectives .................................................................. 70Activity #1 ............................................................................... 71Activity #2 ............................................................................... 76Activity #3 ............................................................................... 80Activity #4 ............................................................................... 80Activity #5 ............................................................................... 82Activity #6 ............................................................................... 82Activity #7 ............................................................................... 84Activity #8 ............................................................................... 85Activity #9 ............................................................................... 87Activity #10 ............................................................................. 87Activity #11 ............................................................................. 91 Activity #12 ............................................................................. 93Activity #13 ............................................................................. 96Activity #14 ............................................................................. 97Activity #15 ............................................................................. 97Activity #16 ............................................................................. 98Activity #17 ............................................................................ 100Activity #18 ............................................................................ 102Activity #19 ............................................................................ 103Reflection Unit ........................................................................ 105

REFERENCES AND GLOSSARYRefrences ............................................................................... 107Glossary ................................................................................. 110

Unit 1: Greetings 1

UNIT 1

GREETINGS

Hello

Unit 1: Greetings2

LEARNING OUTCOMES

After learning this unit, students are able to:

use friendly and polite expressions to greet guests

greet and welcome guests appropriately

greet and welcome guests properly in various service contexts

a

b

c

Unit 1: Greetings 3

• Good morning

• Good afternoon

• Good evening

• Morning

• Hello

• Welcome to Pangkalan Bun

• Welcome to Tanjung Puting

• How are you?

• How are you today Mr. Salundik?

• How are you this evening Ms. Sarifah?

• How was the flight Sir?

• How was your journey Madam?

• Can I help you with your luggage Mr.Salundik?

• Can I have your identity card?

• What room number are you in Sir? Please, get into the bus.

• Watch your step.

• Mind your head.

• Be careful.

• Is everyone in?

• On behalf of Tanjung Puting Tours

• Please enjoy your holiday.

• Have a nice vacation.

• Have a nice stay.

• Please enjoy your stay.

• Good night.

• See you later.

• See you.

• See you tonight.

• See you this afternoon.

• See you tomorrow.

• Good bye.

• Bye-bye.

• Bye.

• I am fine, thank you.

• I am just fine, thank you.

• I am very well, thank you.

• I am well, thank you.

• I am glad to see you.

• I am happy to see you.

• It was good, great, or excellent.

• It’s a pleasure to meet you.

• It’s a pleasure to see you.

• It’s a pleasure to know you.

• It’s nice to meet you.

• It’s nice to know you.

ACTIVITY #1

Study the following expressions and discuss with your classmates when we use the expressions.

Unit 1: Greetings4

ACTIVITY #2

Greetings are friendly and polite expressions we use when we meet guests or other people. They are often followed by body language. Answer the following questions.

ACTIVITY #3

Read the following dialogues with your partner.

What do you know about greeting?

Do you always greet anyone you meet?

What do say when you meet someone?

Is greeting important? Why?

What kind of body language do you use when greeting?

1

2

3

45

a. tourist at the airport

Good morning Sir. Are you Mr. Ihat?

Welcome to Pangkalan Bun. Can I help you with the luggage? The car is over there.

Good morning, yes I am.

Yes, of course, please.

Driver

Tourist

Tourist

Driver

Unit 1: Greetings 5

b. group of tourists at the airport

Would you come this way. This is our car. Please, get in the car Mr. Ihat.

Ok. Thank you.

(continued)

Good afternoon everyone.

I am Gusti Mardada. On behalf of Batu Aji Tours, I would like to welcome you all to Pangkalan Bun.

Our bus will come here. Please put your tour baggage over here. We will help you with the baggage.

Now please get on the bus and watch your step.

Good afternoon.

Thank you.

Thank you.

Of course, thank you

Driver

Tourist

Tour guide

Tourists

Tourists

Tourists

Tourists

Tour guide

Tour guide

Tour guide

Unit 1: Greetings6

Hello everyone. My name is Sius. On behalf of Borneo Green Tours I’d like to welcome you all to Pangkalan Bun. Before we make a move let me make sure who is already on the bus. Ms. Lia, Ms. Sari and Mr. Ibram

Mr. Ibram, is Mr. Ibram here?

Good, please get on the bus Mr. Ibram. I think everyone is already here. Is that right?

Thank you. The bus ride to your hotel will take about fifteen minutes. Right now I’d like to take a minute to familiarise you with the area and discuss some brief safety precautions. Firstly, I would like to ask that you remain seated until we reach our destination and that you do not eat or drink while on the bus.

Secondly, please realise that it is against the law to get drunk in public, and we suggest not leaving your personal belongings unattended. Enjoy your vacation.

Yes, we are here

I think Mr. Ibram is still in the toilet. Oh, he is coming.

Yes, we are all here.

c. tourists on the bus

Tourists

Tourists

Tourists

Tour guide

Tour guide

Tour guide

Tour guide

Unit 1: Greetings 7

Good afternoon sir. Welcome to the Swiss Bellin Hotel.

Let me help you with your baggage Sir.

Please go to the receptionist (and I will take your bags).

Good afternoon, thank you.

Oh,yes please. Thank you.

Thank you.

Practice the dialogue with your partner. You will need to change some of the information such as the time, name of the tourist, place, and travel agent.

ACTIVITY #4

Study the following dialogues of greetings in different contexts.

a. guest arriving at the hotel

Gusti

Guest

Guest

Guest

Gusti

Gusti

Unit 1: Greetings8

Good afternoon Madam. Welcome to the Arsela Hotel .

What room are you in please?

307, please help yourself to lunch.

Good afternoon, thank you.

Room 307.

Oh lovely, thank you.

b. Hotel restaurant

Greeter

Greeter

Greeter

Guest

Guest

Guest

Unit 1: Greetings 9

Good afternoon. I would like to check in please..

Frank.

F for Foxstrot, R for Romeo, A for Alpa, N for November, K for Kilo

Thank you.

Good afternoon Sir. What can I do for you?

Yes, of course Sir. May I know your name please?

Can you spell your name please?

Oh. Mr. Frank. Please can you wait a moment.

c. At the reception

Guest

Guest

Guest

Guest

Receptionist

Receptionist

Receptionist

Receptionist

Unit 1: Greetings10

d. At the airport

Good afternoon Sir. Are you Mr.Gusti?

Welcome to Pangkalan Bun. May I put your baggage in the car?

Please get in the car Mr. Gusti.

Good afternoon, yes I am.

Yes, of course, please do.

Ok. Thank you.

Tourist Guide

Tourist Guide

Tourist Guide

Gusti

Gusti

Gusti

Unit 1: Greetings 11

e. With colleagues at the Travel Agent

Good afternoon Mr.Salundik. How was your weekend?

I went to Pasir Panjang village with my family.

Yes Sir. Have a good day.

Good afternoon Mr. Said. It was fun, thank you. How about you?

Oh, no wonder you look very fresh today.

You too, thank you.

Travel Staff

Travel Staff

Travel Staff

Tour Guide

Tour Guide

Tour Guide

Unit 1: Greetings12

f. Meeting a friend at a restaurant

Hi Sarah, how have you been?

I’m doing very well. How about you?

Oh great, congratulations! Have you ordered something?

Oh good. I will order coto menggala too.

What a surprise! I haven’t seen you for ages.

I finally have a new job. I have just been hired by PT. Borneo Hijau Persada

Yes, I ordered coto menggala.

All right.

Vina

Vina

Vina

Vina

Sarah

Sarah

Sarah

Sarah


a. Guest arrival at hotel

b. Hotel restaurant

c. At the reception

ACTIVITY #5

Fill in the following missing parts of the dialogues in the following contexts

Bellboy : Good afternoon sir. Welcome to ___________ (1)Guest : _______________, thank you. (2)Bellboy : Can I help you with your luggage?Guest : Yes, please. ____________________________ (3)Bellboy : I will be careful with your luggage. __________ (4)Guest : ______________________________________ (5)

Greeter : Good morning Madam. Welcome to our restaurant.Guest : ______________________________________ (1)Greeter : __________ I know your room number, sir? (2)Guest : Five, O, seven (507) Greeter : __________, ___________________________ (3) Guest : Yes, I am alone.Greeter : __________, please enjoy your breakfast. (4)Guest : _____________________________________. (5)

Receptionist : Good afternoon, Sir. What can I do for you?Guest : Good afternoon, _______________________ (1)Receptionist : Certainly sir. Can I have your name ________? (2) Guest : I am Salundik. Receptionist : How ___________________________ please? (3)Guest : S for ___, ____, ____, ____, ____, ___, ___, ... (4)Receptionist : Oh.Mr.Salundik._______________________? (5)Guest : ______________________________________ (6)

...

...

...

Unit 1: Greetings14

...

d. At the airport

e. With a colleague at the hotel

Tourist Guide : Good evening Madam. Welcome to ________. (1)Guest : Good evening, thank you. Tourist Guide :_____________________________________? (2)Guest : Yes, I am Rahmawati. Tourist Guide : I am Umar, your driver. ___________________ (3)Guest : Nice to meet you too Umar.Tourist Guide : ______________________________________ (4) Guest : Oh yes, thank you

Roomboy : Good morning. Ms. Lia, _________________? (1)FO supervisor : ____________. How was the event yesterday? (2)Roomboy : It was great, thank you. And _____________? (3)FO supervisor : It’s not so bad.Roomboy : _____________________________________ (4)FO supervisor : _____________________________________. (5)

ACTIVITY #6

Work in pairs or groups of three to practice greetings in different contexts such as at the airport, guest arrival at the hotel, at the reception, at the café, or at the office with colleagues.

...


ACTIVITY #7

Demonstrate your greetings in front of the class. After the demonstration the rest of the students can provide comments on how well the greetings were delivered.

ACTIVITY #8

Listen to the following dialogues of greetings. Fill in the missing expressions with the expressions you hear.

a. At the reception

b. At the café

Receptionist : ________________, what can I do for you? (1)Guest : Good evening. I want to__________________. (2)Receptionist : Yes please. Have you made a _____________? (3)Guest : Yes, _______________ of Ms. Nining. (4)Receptionist : _____________ wait a moment, please ? (5)Guest : _____________________________________ (6)

Waiter : Good evening. Welcome to our café Sir. Guest : Good evening, thank you. Waiter : __________________________________________ (1)Guest : Could you book a table for two? Waiter : __________________, smoking or non-smoking sir? (2)Guest : I prefer a non-smoking table please.Waiter : __________________________________________ (3)Guest : Thank you. Waiter : ____________________________________________ (4)Guest : Yes, excellent. Thank you.

...

...

Unit 1: Greetings16

b. At the Pancasila Monument

Tourist Guide : Good afternoon Sir._____________________. (1) Tourist : Good afternoon. _______________________. (2)Tourist Guide : Yes,__________________________________. (3)Tourist : Thank you very much.Tourist Guide : ______________ if you need it Sir. (4)Tourist : Ok, thank you.Tourist Guide : _____________________________________. (5)

ACTIVITY #9

Read the following passage below

Greeting

Greeting is an act of communication in which people intentionally make their presence known to each other. It is to show attention to, and to suggest a type of friendly relationship between individuals or group of people coming in contact with each other. Greetings are often used to greet other people or guests before a conversation. Greetings may change within a culture depending on social status (formal or informal) and the relationship between the greeter and the people. Greetings can be expressed both orally and physically, and often involve a combination of the two.

Adapted from Wikipedia (2015)

...


ACTIVITY #10

Answer the following questions based on reading the passage above!

ACTIVITY #11

Fill in the following parts of speech based on the passage above.

1. What is greeting?

2. What is greeting used for?

3. Are greetings used only for foreign tourists? Why?

4. Are there any differences for greeting in different cultures? Please explain?

5. Do you think greeting is only expressed orally? Why?

1. Verbs (kata kerja) :

2. Nouns (kata benda) :

3. Adjectives (kata sifat) :

4. Adverbs (keterangan) :

5. Articles (kata sandang) :

6. Prepositions (kata depan) :

1

1

2

2

3

3

4

4

5

5

6

Unit 1: Greetings18

( ) Bowing the body (Japanese)

( ) Grabbing their hand and then bumping shoulders.

( ) Hands raised and forwarded.

( ) Hugging

( ) Kissing cheeks (Italian)

( ) Kissing lips (Bana women, Ethiopia)

( ) Lifting hats

( ) Nose to nose touching (Hongi-Maori New Zealand)

( ) Raising and waving hands

( ) Shaking hands

ACTIVITY #12

Greetings are also shown physically or using body language. Match the following pictures of greetings with the captions by writing the letters above the pictures.

a

c

b

d

Source: www.pinterest.com

Source: http://mbjprotocol.com

Source: www.buzzethiopia.com

Source: shutterstock.com


e

g

i

f

h

j

Source: www.huffingtonpost.co.uk

Source: www.thisisinsider.com

Source: wikipedia.com

Source: abcnews.com

Source: http://www.prforaustralia.com

https://italytranslated.files.wordpress.com

ACTIVITY #13

Work in pairs or groups to practice greetings from different countries and using body (physical) language.

Unit 1: Greetings20

ACTIVITY #14

Read the following passage about Why Greetings Are Important adapted from Josh (n.d.). Underline the words or phrases where you are not sure of the meaning.

Why Greetings Are Important

Because greetings are a part of every conversation, it is important to know how to use them properly and with confidence. It’s easy to become fluent with their use because you have an opportunity to practice them every time you talk to someone.

The first moments of an interaction you have with someone are crucial because they set the tone for the conversation to follow. If you start a conversation doubting yourself and unsure of what you’re saying this will effect your performance for the rest of the conversation. But if you can effortlessly use the right greetings then you will feel confident during the rest of the conversation.

It’s important that you feel confident when greeting someone because they will quickly form a first impression of you that may be hard to change later on. If you greet someone with confidence they will feel more comfortable with you and will form a positive first impression. If you stumble around and aren’t sure of what you’re doing, they may misjudge your true level of English and speak to you differently than you’d like.


ACTIVITY #15

Write questions based on the text above. The answers of the questions are provided below. Question a is done for you.

Example

Q : ...A : Because you have an opportunity to practice them every

time you talk to someone.

Q : ...A : Yes, it is crucial.

Q : ...A : It will effect your performance for the rest of the

conversation.

Q : ...A : You will feel confident during the rest of the conversation.

Q : ...A : Yes, it’s important.

Q : ...A : You that may be hard to change later on.

Q : ...A : They will feel more comfortable with you and will form a

first impression.

Q : ...A : They may misjudge your true level of English and speak to

you differently than you’d like.

(Q) Question : Why is it important to know how to use greetings properly and with confidence?

(A) Answer : Because greetings are a part of every conversation.

1

2

34

65

78

9

Unit 1: Greetings22

ACTIVITY #16

Study the following expressions for formal and non-formal greetings and write how you will respond to the greetings. Greeting (a) is given as an example.

a. Good morning.

b. Good afternoon.

c. Good evening.

d. Hello.

e. Good morning. How are you?

f. Hello, how are you?

g. How do you do? I am Rani

Good morning.

Formal greetings Responses

a. Formal greetings


a. Hi, how’s life?

b. Hi there, how’s everything?

c. How’s business?

d. What’s news?

e. How have you been (doing)?

f. Hi long time no see. How’s life?

Informal greetings Responses

b. Informal greetings

a. You meet your friend on the way to your school.

Puput : Hi Gilang? Gilang : _________________________________________ (1) Puput : How are you? Gilang : _________________________________________ (2)Puput : Great thank you. How was your weekend?Gilang : _________________________________________ (3)Puput : It was bad. I just stayed at home doing my homework.Gilang : _________________________________________ (4)

ACTIVITY #17

With your partner complete the following dialogues with the expressions you have learnt and practice speaking them out loud.

...

Unit 1: Greetings24

b. You meet your supervisor at work

Wahyudi : ____________________________________________ (1)Devinta : Good morning Yud, how are you?Wahyudi : Devinta : I am no so well today?Wahyudi : ____________________________________________ (2)Devinta : How was your day yesterday? Wahyudi : ____________________________________________ (3)Devinta : Good. Enjoy your day.Wahyudi : ____________________________________________ (4)

...

Dialogue A

ACTIVITY #18

Listen to the following dialogues, then follow how your teacher reads the dialogues.

Hi, how are you doing?

Not too bad.

I’ve been here a couple of times, but I don’t come on a regular basis. What have you been up to?

I’m doing great. How about you?

Do you come to this restaurant often?

Rani

Rani

Rani

Hamdan

Hamdan


Well, have a good evening.

You too.

I’m pretty busy at work these days, but otherwise, everything is great.

Rani

Hamdan

Hamdan

(continued)

It’s nice to meet you. My name is Salundik.

What was your name ?

Sarifah

Sarifah

Salundik

Salundik

I’m Sarifah. It’s a pleasure to meet you.

Sarifah

Dialogue B

So Salundik, what do you do for a living?

Sarifah

Salundik

I work at the Avila Hotel. How about you?

Unit 1: Greetings26

I’m a teacher at a vocational high school (SMK).

Yeah. It was a pleasure meeting you

Sarifah

Salundik

Salundik

That’s great. It was nice meeting you.”

Dialogue C

Dody

Dody

Siti

Siti

Siti

Hi Dody, it’s good to see you.

I’m doing pretty well.

Do you come to this beach often?

Wow. It seems like more than a year since we met. How about you?

I’m not too bad

(continued)


Dody

Dody

Siti

Siti

It’s my first time here. Do snorkel?

Of course, let’s go together.

Not really, just once a year, and you?

Yes, do you?

(continued)

ACTIVITY #19

Study the following formal and informal expressions used to end conversations. Complete the responses (There are various responses). (a) is done for you.

a. I am sorry, I have to go now.

b. I hope to see you tomorrow.

c. Good bye.

d. It’s been nice talking to you.

e. I’ll talk to you later.

f. It is getting late, I have to go now.

Yes of course. See you.

Formal endings Responses

Unit 1: Greetings28

a. Sorry, I must go now.

b. See you later

c. See you soon.

d. See you.

e. Bye-bye

f. Bye.

Informal endings Responses

ACTIVITY #20

Work with your partner to read the dialogues below and practice the expressions you have learned.

I am okay, thanks. How are you?

How is your family?

Daffa

Daffa

Good morning Daffa. How are you?

Very well, thank you.

Fine thank you.

Fajar

Fajar

Fajar


I’m sorry, but I really have to go now. It’s been nice talking to you.

Daffa

It was nice talking to you too. I hope to see you soon.

Fajar

(continued)

Lia

Lia

Lia

Lia

Hi Imam, how are you?

Great thanks.

Pretty good Imam . I’ll talk to you later.

See you.

Norimam

Norimam

Norimam

Norimam

Hi Lia

Not bad, thank you. How are you?

How’s your work?

Sure. See you later.

Unit 1: Greetings30

ACTIVITY #21

Work with your partner to complete the dialogues below and practice speaking them out loud.

Dialogue a

Dialogue b

Handi : Good afternoon Frida. How are you?Frida : ____________________________________________ (1)Handi : Not too bad, thank you.Frida : ____________________________________________ (2)Handi : She is fine, thank you.Frida : ____________________________________________ (3)Handi : I am sorry. It is getting late. I have to go now.Frida : ____________________________________________ (4)Handi : See you tomorrow.

Hendri : Hallo Herlina, how is life?Herlina : ____________________________________________ (1)Hendri : Excellent, thank you.Herlina: _____________________________________________ (2) Hendri : So far so good. Nice to meet you.Herlina : _____________________________________________ (3)Hendri : Bye bye.

...

...


ACTIVITY #22

Working on your own, read the situations below, then supply the relevant Expressions. Situation (a) is given as an example. There are a variety of expressions or answers that are suitable.

a. You greet your manager in the morning

b. Nitha meets a close friend.

c. A supervisor greets her colleague.

d. Someone gives a speech at 17.00

e. A waitress welcomes a guest at 09.00.

f. You leave a friend after work.

g. A teacher starts her class.

h. You end a talk with a friend.

i. You leave your schoolmates at 22.00.

Good morning Mr. Segah, how are you today?

Situations Expressions

Unit 1: Greetings32

ACTIVITY #23

Read the following passage about Greeting adapted from Carmelita (2016)

GreetingsOne of the most common greetings used in countries like the United States, the United Kingdom and Australia is the simple ‘hi’ or ‘hello’ used in informal situations. In the United States it is normal for men to shake hands when they meet, but it is quite unusual for men to kiss when they greet each other. Similarly, in the United Kingdom, a handshake is the most common form of greeting among the English and British people and is customary when you are introduced to somebody new. Often a peck on the cheek is common in informal situations between men and women and also between women who know each other very well.

Let’s take a look at the customs in a few countries of continental Europe. French nationals for instance, including children, shake hands with their friends and often kiss them on both cheeks when meeting and when leaving. Hungarians like to use the friendly greeting form of kissing each other on the cheeks. The most common way is to kiss from your right to your left. When men meet for the first time, the casual norm is a firm handshake. In Belgium, people kiss on one cheek when they meet, regardless of the gender or how well they know each other.

In Russia, the typical greeting is a very firm handshake. Assume you’re trying to crush each other’s knuckles, all the while maintaining direct eye contact. When men shake hands with women, the handshake is less “industrial.” It is considered gallant to kiss women three times while alternating cheeks, and for elderly women a kiss on the hand is given. In Albania, men shake hands when greeting one another. Depending on how close the men are with each other, a kiss on each cheek may be common as well. When a man meets a female relative, a kiss on each cheek, or two per cheek, is common. With friends or colleagues, normally a light handshake will do. Women may shake hands or kiss each other on both cheeks.

In Asia, on the other hand, greetings that involve physical contact is very rare. In Japan, for instance, the common greeting for both men and women is to bow to each other, as opposed to giving a casual handshake or a hug which is rare in Asian cultures. China is one of the most conservative countries in Asia, just like Japan, it’s not a touch-oriented society. When meeting someone for the first time, they would usually nod their heads and smile, wave politely or shake hands if in a formal situation. In Vietnam women do not shake hands with each other or with men. Physical contact between grown-up relatives or friends (both males and females), or between the same or opposite sexes, is not a common sight. Many people may greet by bowing slightly to each other, and possibly joining hands. Usually, higher ranking people are greeted first (the family head).

Carmelita (2016)


ACTIVITY #24

Answer the following questions below:

1. What are the common greetings of Europeans, Australians and Americans?

2. Where is a peck on the cheek greeting done?

3. What are French greetings like?

4. Is kissing on the cheek a common greeting? Describe it?

5. Does a firm handshake belong to a formal greeting? Explain what happens

and where.

6. Where is the handshake less “industrial”?

7. What do you know about the light handshake?

8. What do Asian people do instead of greeting with physical contact?

9. Nodding and smiling are also common greetings. When do they happen?

1. What other Asian greetings do you know?

ab

c

d

fg

h

ij

e

Unit 1: Greetings34

ACTIVITY #25

Study the following personal pronouns and how to use them in sentences.

I

You

He

She

It

We

They

Utin

Salundik

Sari and Gusti

Me

You

Him

Her

It

Us

Them

Her

His

Them

My

Your

His

Her

Its

Our

Their

Her (Utin’s )

His (Salundik’s)

Their

Mine

Yours

His

Hers

Its

Ours

Theirs

Hers

His

Theirs

Subjects Objects Possessive Adjective Possessive Adjective

Personal Pronouns


ACTIVITY #26

Describe profiles of tourism profession using personal pronouns from previous page. The underlined words are personal pronouns.

ACTIVITY #27

Fill in the blanks with the appropriate personal pronouns.

a. I am Salundik. (as subject)

b. Let me introduce you to Mr. Gusti. (as object)

c. Sarifah is my friend. (as possessive adjective)

d. Lia is a friend of mine. (as possessive pronoun)

ab

c

d

1. This is Swiss-Belinn Hotel.___1___ is a business hotel. ___2___ am the restaurant manager.___3___ name is Sari ,___4___ have 12 waiters and two cooks in ___5___ restaurant. There is a cafe where ___6___ can have breakfast. ___7___ are glad to welcome ___8___ in ___9___ hotel.

1. Those pretty girls are Sari and Lia. ___1___are employees in the same department at Avila Hotel. ___2___ positions are not the same. ___3___ are disciplined and loyal. The hotel manager like ___4___very much. They got rewards as employees of the year. These rewards are ___5___

a

b

Unit 1: Greetings36

Each student has to make words in not more than thirty seconds for the first round,and the time is reduced five second for the second round, and so on.

The student who can not make a new word, or who repeats a word already stated within the time allocated will be out of the game.

Words that have been stated can not be repeated again

Words starting with upper case (capital letters) can not be used. These words include names of places, persons, months, days, brands, etc.

The winner is the last person left stating a word..

First student states ‘Guide’, the second student who sits next to the first student makes a word starting with ‘E’, the third student says ‘Ending’ etc.

First student states ‘Guide’, the second student who sits next to the first student makes a word starting with ‘E’, the third student says ‘Ending’ etc.

a

b

c

d

e

ACTIVITY #28

Vocabulary game. The game starts with a student sitting in the front, or at the back corner of the classroom. The first student states a word, and the student next to him/her uses another word which begins with the last letter of the word stated by the first student.

For example:

The rules :


REFLECTION UNIT 1

At the end of this chapter, ask yourself the following questions to know how effective your learning process is.

1. Have you been able to understand how to use friendly and polite expressions to greet

guests?2. Do you know how to greet and welcome

guests appropriately?3. Can you greet and welcome guests in various

service contexts properly?

If your answer is ‘no’ to one of these questions, see your teacher and discuss with him/her on how you can understand better and be able to use friendly and polite expressions to greet guests, greet and welcome guests

appropriately.

Unit 1: Greetings38

“The roots of education are bitter, but the fruit is sweet”- Aristotle

inspired by Chris Martinié

Unit 2: Introduction 39

UNIT 2

INTRODUCTION

introduce themselves to other people

introduce a guest to a supervisor or a manager

introduce a guest to another guest

LEARNING OUTCOMES

After learning this unit, students are able to:

a

b

c


• Hi

• Hey

• Hello

• Good morning

• Hi, my name is Gusti Ridwan

• Hey! I am Utin Normi

• Hello. my name is Gusti Maulana

ACTIVITY #1

Introducing yourself is much more than saying your name. It’s a way to connect with someone new by exchanging words and often, physical contact. Answer the following questions:

ACTIVITY #2

Study the following expressions for introducing oneself

Greetings and names

• I am 30 years old

• I am 25

• I work in a travel agent

• I work for a travel company

• I am a guide

• I am an office boy

• I work as a tour leader

• I am from Pangkalan Bun

• I come from Lamandau

• I live in Kubu

Age, job, and city or country of origin

Have you ever introduced yourself to somebody else?

Can you tell me how to introduce yourself?

Do you use body language when introducing yourself? What kind?

Is it a must to mention your name?

Did you give any other information?

1

2

3

45

Unit 2: Introduction42

• I like travelling

• I like meeting foreign people

• I am good at diving and snorkeling

• I like to go snorkeling in Senggora Small Island

Introducing somebody else

What you like to do?

• Gusti Indra, please meet George

• Alminto, have you met George?

• I’d like you to meet Mitha

• I’d like to introduce you to Joana

• Nana, this is Barbara. Barbara this is Nana

• I’d like you to meet Mr. Gusti Aspan

• I want you to meet Mrs. Utin Maryam

• I’d like to introduce my friend (Narang) to you

• I’d like to introduce you to my friend, Segah

• How do you do?

• It’s nice to meet you

• I’m glad to meet you

• Nice to meet you too

• Are you Mr. Rambang?

• Is your name Utin Sari?

• Do you know Helkes?

• Have you met Cecilia?

• What did you say your name was?

• Could you say your name again, please?

• See you tomorrow

• See you later

• Good bye


ACTIVITY #3

Study the following common expressions of how to introduce yourself and others, and some relevant responses.

Hi, I am Bambang. Nice to meet you

Hello, my name is Normi. I am pleased to meet you

Good morning Mr. Maulana. My name is Rambang. How do you do?

Good afternoon. I am Wilda. Glad to meet you Mr. Hanson

I am Soni. I am happy to meet you Ms. Tania

My name is Ghea. How do you do?

Nice to meet you too

1. Hi, I am Segah

2. Hello, my name is Cecilia

3. Good morning. My name is Gusti Maulana

4. Good afternoon. Let me introduce myself. I am Hanson

5. May I introduce myself. My nick name is Tania

6. I am Anderson. How do you do?

7. It is nice to meet you

Self-introduction Responses

It is nice to meet you

It is nice to meet you


Hi, glad to meet you. I’m Patricia

No, I haven’t

Yes, I have met him before

Hello, Andy. Nice to meet you

Good to meet you Utin

I am happy to meet you Dehen

It is good to know you

How do you do. It is very nice to meet you

1. Robi, this is my friend Dedi

2. Have you met Tania?

3. Do you know Mickey?

4. This is a friend of mine, Andy

5. I would like to introduce you to my friend, Utin. Utin, this is Anne

6. May I introduce our new classmate, Dehen

7. Please allow me to introduce my colleague, Ms. Yanti

8. Let me introduce you to Mr. Dickson. Mr. Dickson, this is Mr. Said from Pangkalan Bun

Introducing others Responses

Study the following self introductions.

Hello. My name is Ihat, I am from Kumai, Pangkalan Bun. I am a driver in Kumai. I am 30 years old.

Hi. I am Kristine. I work as reservation staff in a travel agent. I like my job very much. I live in Kotawaringin Lama and I am 20 years old. My hobby is travelling. I love to travel around Indonesia.


Part A

(...) 30(...) guide (...) Kubu (...) Pangkalan Bun (...) Pangkalan Bun (...) Said

Good morning. My name is ___1____, I am from ______2_______, ____3______. I am a ______4____ in _____5_____. I am ______6____ years old.

Hello. My name is ____1_____. I work as a ______2__________ in a _______3________. I like my job very much. I live in _____4_______ and I am ________5___ old. My hobby is _______6_______. I love ________7__________.

Part B

(...) 25 years (...) Sister Tour(...) listening to music(...) pop music(...) Nina (...) Pangkalan Bun (...) Ticketing officer

ACTIVITY #4

Complete the following self introductions by choosing the relevant expressions.

ACTIVITY #5

Work individually. Write a short paragraph to introduce yourself, then present it to the class.


ACTIVITY #6

Study and practice the following dialogues.

Good morning. Are you Mr. Smith ?

Oh good. I am Mitha, Glad to meet you.

What can I do for you Mr. Smith ?

Could you wait for a moment please ?

Good morning. Yes, I am Smith.

Glad to meet you too.

I want to see the front office manager.

Thank you.

a. Introducing yourself at the hotel

Mitha

Tourist

Tourist

Tourist

Tourist

Mitha

Mitha

Mitha


Good evening Mr. George.

Please allow me to introduce you to my manager Mr. Gusti RidwanMr. George this is Mr. Gusti Ridwan. Mr. Gusti Ridwan this is Mr. George.

How do you do Mr. George.

Pleased to meet you, too.

Good evening.

How do you do Mr. Gusti Ridwan ?

Pleased to meet you.

b. Introducing a tourist to the manager

SegahMr. Gusti Ridwan

Mr. Gusti Ridwan

Mr. Gusti Ridwan

Mr. Gusti Ridwan

Mr. George

Mr. George

Mr. George

Segah

Segah

Segah


c. Introducing a tourist to another tourist

Good morning Ms. Ika

I’m very well thanks, and you?

Ms. Ika, I would like to meet you to my guest, Ms. Luluk.

How do you do Ms. Ika ?

Good morning Mr. Sius. How are you?

I’m fine too thanks.

How do you do Ms. Luluk?

Tourist 1

Tourist 1

Tourist 1

Manager

Manager

Manager

Manager

Tourist 2

Tourist 2

Tourist 2

Tourist 2

Ms. Ika, where are you from?

Manager Tourist 2

Glad to meet you too.

Tourist 1

Glad to meet you.

Manager Tourist 2


...

(continued)

I am from Pangkalan Bun, Central Kalimantan

Thank you.

I’m from Surabaya, and what about you Ms. Luluk?

What a nice place.

Tourist 1

Tourist 1

Manager

Manager

Tourist 2

Tourist 2

ACTIVITY #7

Fill in the missing parts of the dialogues below.

a. At the hotel

Receptionist : Good afternoon. Are you Mr. Rikam?Visitor : ________________, __________________ (1) Receptionist : Oh good. I am Vida. Nice to meet you.Visitor : ___________________________________ (2)Receptionist : What can I do for you Mr. Rikam ? Visitor : I want to see_________________________ (3)Receptionist : __________________________________ ? (4)Visitor : Yes my pleasure, thank you.


...

...

ACTIVITY #8

You will hear a dialogue between the receptionist, Mr. Bohap, and the manager. Complete the missing expression.

a. Introducing Mr. Bohap to the Hotel Manager

b. Introducing somebody in a place of interest

Receptionist : Good evening Mr. Bohap.Mr. Bohap : ____________________________________ (1) Receptionist : I would like to meet you to ______________ (2) _______________, (3) _________________ (4)Mr.Bohap : How do you do _______________________? (5) Manager : ___________________________________ ? (6)Mr. Bohap : I am glad to meet you.Manager : ____________________________________. (7)

Tour leader : Good morning, Mr. Narang.Guide : ____________, (1) Mr. Helkes. ___________? (2) Tour leader : I am very well thank you, and you?Guide : Very well, thank you. Mr. Helkes,__________? (3) Tour leader : I am afraid not. Guide : Alright. Mr. Thomas, this is Mr. Helkes. ______ (4) Mr. Thomas : How do you do?Tour leader : _____________________(5)? _____________ (6)Mr. Thomas : Glad to meet you too.


ACTIVITY #9

Introducing a wife at the airport

Put the following sentences in order to complete the dialogue between Mr. Toha, Mr. Gusti Ihwan, and Mrs. Gusti Ihwan.

Mr. Toha : ________________________________Mr. Gusti Ihwan : ________________________________ Mr. Toha : ________________________________Mr. Gusti Ihwan : ________________________________Mr. Toha : ________________________________Mrs. Gusti Ihwan : ________________________________Mr. Toha : ________________________________Mr. Gusti Ihwan : ________________________________Mr. Toha : ________________________________Mr. Gusti Ihwan : ________________________________

1 Thank you, you too.

2 No just to Pangkalan Bun for a few days?

3 I’m good thanks, and you?

4 Are you going to Semarang?

5 Not too bad. Mr Toha, this is my wife. Darling, this is Mr. Toha.

6 Pleased to meet you too.

7 Good morning Mr. Gusti Ihwan.

8 Alright, have a nice trip.

9 Good morning Mr Toha. How are you?

10 Pleased to meet you Mrs.Gusti Ihwan


ACTIVITY #10

Introducing yourself to a group of tourists

1 Good morning, welcome to Pangkalan Bun. I am Gusti Dafa, your guide for this tour. I’ll tell you all

about the things you will see. If you have any questions, feel free to ask. It is my job to answer your questions. All my time is free to talk to you. Thank you.

2 Good afternoon everyone. My name is Nur Said. On behalf of Wijaya Tour Agency, I would like to

welcome you all to Pangkalan Bun. The mini bus goes to Grand Kecubung hotel. It takes about fifteen minutes. Right now I’d like to take a minute to familiarise you with the area and explain our safety features. Please fasten your safety belts and remain seated until we reach our destination.

3 Dear visitors, I would like to welcome you all to Pangkalan Bun. Allow me to introduce myself. My

name is Segah. I am your guide and will support you during the tour. I promise you are going to enjoy your stay here in Pangkalan Bun. This is a beautiful, quiet city where you can relax, sit by the Arut river, visit traditional markets and Pasir Panjang village, and enjoying great meals. You can walk into town and enjoy the Pancasila and Palagan Sambi Monuments, and take pictures.


4 Hello, everybody. Welcome to Pangkalan Bun. I’m your tour guide, Natalia. It’s great to meet you here

in Pangkalan Bun. You will discover that Pangkalan Bun and the surrounding areas are beautiful. You will find a variety of wildlife including orangutan, bekantan, wild boar, crocodile. There is more to see in Pangkalan Bun than you can dream of.

5 Hi, everybody. I am Danson, your tour guide for today. We’re going to be pulling up to the hotel in

just a few minutes. Please sit back and enjoy the view of the shopping centre and Palagan Sambi monument on the left hand side of the bus as we enter the city. I ask that you remain in your seats until we have come to a complete stop. Our agent, Mr. Arif will be meeting you at the bus to help you with your bags. Please double check to make sure your bag has been taken off the bus. On behalf of Wijaya Travel Tours, have a wonderful vacation in Pangkalan Bun and I hope to see you tomorrow at the information session.


ACTIVITY #11

Work individually to fill in the missing words or phrases in the following greeting, welcome and introduction.

ACTIVITY #12

Write a greeting, welcome and introduction to tourists individually. Change some of the information such as the time, name of the guide, place, and travel agent.

ACTIVITY #13

Practice greeting, welcoming tourists, and introducing yourself with your partner. Change some of the information such as the time, name of the guide, place, and travel agent.

1. Good evening, My name is _______a_______ I am your guide for this tour. I would like to welcome you to _____b______ . My job is to tell you all about the things you can see. If you have any questions, feel free to ask. It ___c___ my pleasure to answer your questions. Feel free to talk to me at ____d___ you need my help. Thank you.


ACTIVITY #14

Read the following passage

ACTIVITY #15

Answer the following questions based on the text above.

1. What does introducing yourself mean ?

2. Why can introducing yourself to strangers be tricky ?

3. On what occasions may you introduce yourself differently ?

4. Is it very important to introduce yourself by saying your name ?

5. What should we consider when introducing ourself ?

Introduction

Introducing yourself is much more than saying your name; it’s a way to connect with someone new by exchanging words and often, physical contact. Introducing yourself to strangers can be tricky because what you say depends entirely on the context. You may introduce yourself differently depending on whether you are addressing an audience before you give a speech, meeting someone at a networking event, or just starting a conversation with a new person at a party. What is important is to introduce yourself in a way that is appropriate and makes people like and remember you.

Source: Wikihow (2015)

12

3

4

5


ACTIVITY #16

Sometimes during tours the guide will ask some common questions to tourists in order to have a closer relationship. Suppose you are a tour guide, ask the following questions to one of your classmates who is playing the part of a tourist.

Good morning, I am Segah. What is your name?

What is your work? (What are you doing for living?)

What are your favorite activities/hobbies/sports? Why? (Feel free to name several.)

What is the best place you have ever visited? Please explain.

Please choose three words that describe you best:

Mention three things, activities, or places that you like best. Why?

Mention three things, activities, or places that you dislike most. Why?

What is your favourite game, book or movie?

What are your favourite foods?

What is/are your favourite restaurant(s)?

What is the name of your favourite music group or singer?

What TV show do you try not to miss?

What is your best experience in life?

What is your worst experience?

What is your future ambition? (What do you want to do in the future?)

How will you achieve your ambition?

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16


ACTIVITY #17

Read the following passages of self introduction.

Good morning, I would like to introduce myself. My name is Utin Maryam and it is nice to meet you. I come from

Pangkalan Bun. I live in a small village that is close to Istana Kuning. I am 18 years old. I am studying Tourism at vocational high school and work in a travel agents at the weekends. I have one brother and one sister. They are both older than me. My sister is 25 years old and my brother is 21 years old. They have both graduated from vocational high school in Pangkalan Bun.

Hi, my name is Nina and it is great to meet you all. I am really excited to see so many people. I am 23 years old

and am an only child. I come from Palangka Raya, which is in the East of Pangkalan Bun, not too far way away from here. My mother is a teacher and my father works as a fisherman. I graduated last year from teacher college in Palangka Raya and I am unemployed at the moment. I want to move to Pangkalan Bun to find work.


ACTIVITY #18

Complete the following passages of self introduction using your own words or expressions that you have studied.

Hello, it is nice to see you all. I’m _____1_______. I come from ___2____ and it is great to be here to meet you all in _____3_____. I am ______4____old. I am married to my husband, ____5______ and have two children. One son named ___6_____ who is 18 years old and one daughter called ______7_ who is ______8_____ old. I work in a _____9_____ and my husband is a _____10_______. My son wants to study ________11_________ while my daughter wants to become a ________12_________.

Good morning. It is pleasure to meet you all. Please let me ______1_______ myself to you. I am Weni and I _______2______ Palangka Raya. I was born in Palangka Raya but _________3______ in Pangkalan Bun. I am 19 years old and _______4_______ Pangkalan Bun to study at Vocational School. I will stay here for one more year to ________5_________. I want to learn a lot. My family is big. I have three brothers and one sister. I _______6______ and my sister, the youngest is 11 years old. My father works as ____________7_________ and my mother is a housewife. I want to learn English so I can get a good job. I want to work as _______________8_________________.

Part A

Part B


ACTIVITY #19

Match the following jobs with the picture. Write the relevant job above each picture.

Ticketing officer

Guide

Tour leader

Souvenir shopkeeper

Entrance fee ticket officer

Tour manager

Reservation manager

Accountant

Driver

Co - Driver

Local guide

Marketing staff

Ticketing officer manager

Telephone operator

1

2

3

4

5

6

7

8

9

10

11

12

13

14

a

c

b

d

Sumber : http://www.maszaladventure.com

Sumber : http://www.4medapproved.com

Sumber : www.flickr.com

Sumber : www.studipariwisata.com


e

g

i

f

h

j

Sumber : www.tripangkor.com

Sumber : http://medicalbillmediation.com

Sumber : www.behance.net

Sumber : https://www.uwplatt.edu

Sumber : cloudfront.net

Sumber: https://backcheckgroup.com


k

m

l

n

Sumber: http://www.highlandheritagegoa.com

Sumber: www.saxion.edu

Sumber : www.inlife.co.uk

Sumber : http://career.iresearchnet.com


ACTIVITY #20

Write the job description for each job above. (a) is given as an example.

A Guide works for a tourist destination. His job is to transfer in and transfer out, to lead travelers or tourists through unknown or unfamiliar locations. He also explains about attractions, objects and heritage.

...

a

c

e

b

d

f

...

...

...

...

Guide


......

g

i

k

m

h

j

l

n

...

...

...

...

...

...


ACTIVITY #21

Describing game. Work in a group of four to describe job descriptions using cards. The cards can be produced by photocopying the job titles in the appendix (Unit 2 Activity 21) and cutting them into pieces. It is suggested you use thick paper so that the cards can be kept for later use.

a. Four or five students sit face to face in a groupb. The cards are put in piles. Each group is given a pile of cards. b. The pile of cards is put on the table downward in front of the

group members.c. One person describes a job and the other three students

guess the job being described.d. Students take turns to describe the cards.e. When a student guesses the job he will keep the card.f. The winner is the student who has the most cards.

This employee takes the reservations from customer, issues tickets, handles telephone calls, takes payments, does airline administration, etc. What is his job?

The Answer : Ticketing officer

Rules:

For example:

Tour leader

Souvenir shopkeeper

Reservation manager

?


ACTIVITY #22

In the previous learning activities there are some sentences as follows. Study the sentences carefully.

I live in Pangkalan Bun.

I have one brother and one sister.

Do you know Helkes?

I don’t think we have met.

A Guide works for a tourist destination.

1

2

3

4

5

When talking about habits that happen again and again or about facts that stay the same for a long time, we use sentences THE SIMPLE PRESENT. The verb is the simple form of verb.

Notes:Spelling: Final -S Vs -Es

Rules1. Final -s is added to most verbs.

e.g. visit > visits speak > speaks answer > answers

2. Final -s is simply added if the verbs end in -e. e.g. like > likes come > comes see > sees

3. Final -es is added if the verbs ends in -ch, -sh, -s, -x or -z e.g. catch > catches wash > washes fix > fixes

4. Final -es is added to do and go e.g. do > does go > goes

5. If a verb ends in a consonant + -y, change -y into -i and add -es. e.g. study > studies try > tries

6. If a verb ends in a vowel + -y, add -s into the verb e.g. pay > pays buy > buys

SIMPLE PRESENT TENSEPositive

IYouWeThey

IYouWeThey

IYouWeThey

work. do not work. work?Do

Does work?works. does not work.HeSheIt

HeSheIt

HeSheIt

Negative Interrogative


ACTIVITY #23

Choose the relevant verbs for the following sentences. Underline the correct verb.

A guide_________information about the tour. ( give, gives, giving)

Mitha _______the competency to work as a tour leader. ( have, has, had)

Does Arthur _______ English well? (speak, speaks, speaking)

Rambang _______ not like western food. (do, does, did)

They _____ in Pangkalan Bun. (live, lives, living)

More people ______ to Tanjung Puting National Park on weekends. (come, comes,came)

They usually _______ with their family. (travel, travels, travelling)

_____ you like to go to Kubu Beach? (Do, Does, Are)

Remu and Andy ____ spend much money on holiday. (don’t, doesn’t, didn’t)

A driver _______ tourists to have a tour. (help, helps, helping)

1

2

3

4

5

6

7

8

9

10

The simple present tense is used to talk about physical activities as well as intellectual activities that denote :

1. A current activity a. Does your father work in a travel agent? b. Nina likes travelling around Indonesia. c. I do not have a job yet.

2. A habitual or repeated activity a. He works six days a week from Monday to Saturday. b. Do you take a motorcycle to go to school ? c. She does not go to Tanjung Puting every month.

3. An event in timetable,schedule,or program a. I have a tour tomorrow at 08.00 a.m b. Our plane does not fly to Palangka Raya. c. What time does the travel agent open ?


REFLECTION UNIT 2


1. Have you been able to understand how to introduce yourself to other people?

2. Do you know how to introduce guests to a supervisor or a manager?

3. Can you introduce a guest to another guest?

If your answer is ‘no’ to one of these questions, read this chapter and do the activities again. Don’t hesitate to see your teacher or classmates and discuss with them how you can understand better and be able to

introduce yourself and another guest to other people.


“The Only thing that stands between you and your dream is the will to try and the belief that it is actually possible”- Joel Brown

Unit 3: Telephoning 69

Receptionist

UNIT 3

TELEPHONING

Unit 3: Telephoning70

LEARNING OBJECTIVES:

Learners are able to receive a telephone call.

Learners are able to take telephone messages properly.

Learners are able to make a call using the appropriate expressions.

a

b

c


• Kecubung Hotel, Luluk speaking Can I help you?

• Swiss-Belinn In Hotel, may I help you?

• Jamrud Hotel, Luluk speaking. How may I assist you?

• Arsela Hotel, Ika speaking. How can I help you?

• Hello, Avilla Hotel, Ika’s speaking.

• Goodmorning/Goodafternoon/GoodeveningKecu-bung Hotel, Luluk’s speaking

• Avilla Hotel, Ika speaking, how can I help you?

• Goodmorning,thisisUtinfromtheKecubungHotel.

• Goodafternoon,thisisGustifromtheDianaHotel.

• Hello,it’sSaranfromtheMahkotaHotel.

• MayIspeaktoMr.Saidplease?

• PleasecouldIspeaktoMrs.Duma?

• I’dliketospeaktoMrs.Elfrida,please.

• IsMs.Retnothere?

• CanIspeaktoMs.Retnoplease?

ACTIVITY #1

Telephoning is an ability to transmit a message (recorded message, radio or television programme, or other information) by telephone using special transmitting and receiving equipment. Study the following expressions for telephoning.

a. Receiving telephone calls

b. Making a call


• MayIspeaktoMs.Arda,theFOManager,please

• Could I talk to …

• IwonderifMr.Rajiisinthismorning?

• Iamcallingaboutmyreservation.

• I’m calling to…

• Could you tell me…

• Iwaswonderingifyoucouldtellme…

• Can you tell me…

• Iwaswonderingifyoucouldhelpme,Ihaveaproblemwithmyroom.

• I need bath towels.

• Ijustwantedtoask…

• GoodmorningMs.Alba.Howareyou?

• It’snicetohearfromyou.

• How are things?

• How did you get on with…?

• Howareyougettingonwith…?

• How was the…

• Howareyougettingonwith…?

c. Purposes for calling

d. Making small talk


Reception: GoodMorning,ArsellaHotel.CanIhelpyou?

Caller: I’dliketospeaktoMr.Gusti,please

Reception: I’msorry,he’snotinrightnow

Caller: uh,canIleaveamessage?

Reception: yes,certainly

Caller: Myname’sFebrasius,that’sF-E-B-R-A-S-I-U-S,fromPalangkaraya.IknowMr.Gustiinthishotel,buthedoesntknow I/m in town too. I want to tell him I’m staying at the JamrudKhatulistiwaHotel.Buti’lltryandgetintouchwithhim.

Reception: what’syourroomnumberatJamrudHotel,Mr.Febrasius?

Caller: 411andIhopewecanmeetthiseveningatArsellaHotelbecause I’m leaving tomorrow

Reception: ok,Mr.FebrasiusI’lldeliveryourmessagetoMr.Gusti

Caller: thankyou

Reception: you’rewelcomeMr.Febrasius

• ‘Hello’

• ‘GoodMorning’

• ‘GoodAfternoon’

• ‘This is ___ speaking’

• ‘Could I speak to ___ please?’

• ‘I would like to speak to ___’

• ‘I’m trying to contact ___

• ‘Hello’

• ‘GoodMorning’

• ‘GoodAfternoon’

• ‘This is ___ speaking’

• ‘Could I speak to ___ please?’

• ‘I would like to speak to ___’

• ‘I’m trying to contact ___

• ‘Hello’

• ‘Hi, it’s ___ here’

• ‘I am trying to get in touch with ___’

• ‘Is ___ there please?’

Formal Informal

e. Taking a message


• PleasetellMr.Andithat…

• PleaseletMs.Lidyathat…

• I’m calling to say goodbye to …

• I’d like to re-arrange my snorkeling and diving schedule with …

• Please ask (him/her) to call me back.

• Please ask him her/him to contact me about….

• Mytelephone/mobilenumberis…

• I’d like to leave (him/her) a message.

f. Leaving a message

• I will tell him/her you called.

• I will pass that on to him/her.

• I will let him/her know.

• I’ll make sure he/she gets your message.

• OkI’llcallbacklater.

• OkI’lltryagaintomorrow/later.

• Could you spell your name please?

• How do you spell that, please?

• I’m sorry I didn’t catch that.

• I’m sorry, could you repeat your name again please?

• I’msorry,Ican’thearyou,couldyoupleasespeakupalittle?

• Wouldyoumindspeakingalittleslower?

• I’m sorry, I didn’t catch your name.

• Could you please repeat your name?

• Whatwasthenameofthecompanyplease?

• CanIjustcheckyourname?I’llspellit.

g. Passing a message on

h. Asking for name


• When will he be back/available?

• Whenisagoodtimetocall?

• I’malittlebusyatthemoment,wouldyoumindcallingmebacklater?

• I’mafraidIcan’ttalkrightnow,wouldyoupleasecallmebacklater?

• CouldIcallyoubacklater?I’mabittieduprightnow.

• Wait a moment please.

• I’lljustputyouonholdforamoment.

• CouldyoupleaseputmethroughtoMr.Agus, theHumanResourcesManager?

• CouldyoupleaseconnectmewiththeFOSupervisor,Ms.Ayu?

• Just a moment, I’ll put you through.

• Onemomentplease,I’llconnectyou.

• I’mafraidthelineisbusy.

• I’mafraidhisphoneisengaged.

• Thankyouforcalling.

• Thanksforcalling.

• Give my regards to…

• Thankyouverymuchforyourhelp.

• Itwasgreattohearfromyou.

• I hope to see you soon.

• Take care, bye bye.

• Thankyouforyourtime.

• Cheers, bye.

• Good bye.

i. Asking to wait and to call back

j. Connecting a caller

k. Ending the call


Good morning. Andika Hotel, Ika’s speaking.

Oh,sorry.Mr.Agusisnothereyet.

Probablyaround10.00a.m.

You’re welcome. Bye.

Receptionist

Receptionist

Receptionist

Receptionist

ACTIVITY #2

Work in pairs to read the following telephone dialogues.

Guest

Guest

Guest

Guest

Good morning. This is Luluk. IwouldliketospeaktoMr.Agus

Can you tell me when he will be in?

Alright, I will call again later then. Thank you.

Bye.

Dialogue a


Good morning

CanIspeaktoMs.Monica?

Ika,herclosefriendfromSurabaya

Nothanks.I’llcallagainintheafternoon.

OK.Thanks.

Dialogue b

Caller

Caller

Caller

Caller

Caller

Swissbell In Hotel, good morning can I help you?

Please hold on. Let me see whether she has arrived.Hello,Ms.Monicahasn’tarrivedyet.MayIknowwho’scalling?

IsthereanymessageforMs.Monica?

I’lltellMs.Monicathatyou’vecalledand will call back later.

Reservationist

Reservationist

Reservationist

Reservationist


Good morning. Welcome to the Kecubung Hotel.

YesMs.wehaveseveralroomsavailableforthatparticularweekend.Whatistheexactdateofyour arrival?

How long will you be staying?

Howmanypeoplewillthatbefor?

Hi, good morning. I’d like to make a reservationforthethirdweekendinDecember.Doyoustillhavevacantrooms?

The24th ofDecember.

I’llbestayingfortwonights.

Client

Client

Client

Receptionist

Receptionist

Receptionist

Receptionist

Dialogue c

Therewillbetwoofus.

Client

Would you like a room with twin beds or a double bed?

Receptionist

A double bed, please.

Client

Great.Wouldyouprefertohavearoomwith a sea view?

Receptionist


Ifthattypeofroomisavailable,Iwouldlovetohaveanoceanview.What’stheratefortheroom?

Client

(continued)

Yourroomisninehundredandfiftythousandrupiahspernight.Whatnamewillthereservationbelistedunder?Receptionist

Ika

Client

Couldyouspellyourlastnameformeplease?

Receptionist

IkaSure.IforIndia,Kforkilo,Aforalfa

Client

And is there a phone number where you can be contacted?

Receptionist

Yes,mycellphonenumberis082152206200

Client

AlrightMs.Ika,yourreservationhasbeenmadeforthetwentyfourthofDecemberforaroomwithadoublebedandviewofthesea.Checkinisat2o’clock.Ifyouhaveanyotherquestions,please do not hesitate to call us.

Receptionist

Excellent,thankyousomuch.

Client

Mypleasure.We’llseeyouinDecember Ms.IkaHaveaniceday.

Receptionist


Caller :Hello,isthistheBorneooffice?Operator :____________________________________________ (1)Caller :HasMr.Andyarrived?Operator :____________________________________________ (2)Caller :Isee.Doyouhavehismobilenumberwithyou?Operator :____________________________________________(3)Caller :ThenIshouldn’taskyou.YougivemymobilenumbertoMr.Andy.Operator :____________________________________________(4)Caller :Hereitis.Askhimtocontactmeurgently.Operator :____________________________________________ (5)Caller :No.Thanks

ACTIVITY #3

Work in pairs to practice the dialogues in Activity 2. Feel free to change the name of the hotel, the name of the caller and receptionist, and the date, etc.

ACTIVITY #4

In the following dialogues either the telephone operator’s, or caller’s parts of the dialogues are missing. Complete the dialogue using the following operator or caller parts.

Dialogue a (Telephone operator’s parts)

Iamsorry.Hehasbeenonleavefortwodays.

I do have it, but he has instructed not to give it to anyone.

I’ll tell him. Anything else?

Please tell me your phone number.

Yessir.WhatcanIdoforyou?

a

b

c

de

...


Dialogue b (Caller’s parts)

AssistantM. :Hello,ZamrudHotel,thisisIdaspeaking. How may I help you?Caller :___________________________________________ (1)AssistantM. :I’mafraidMr.Budiisoutoftheofficeatthemoment. Would you like me to take a message?Caller :___________________________________________ (2)AssistantM. :Asamatteroffact,hedid.Hesaidthatarepresentative fromyourtravelagentmightbecalling.Healsoaskedmeto askyouafewquestions.Caller :____________________________________________ (3)AssistantM. :Yourspecialrequestforthetypeoffoodandroomfacilities have been resolved. We can provide them all.Caller :____________________________________________(4)AssistantM. :Ohgreatthen.AnythingelseIcandoforyou?Caller :____________________________________________ (5)AssistantM. :You’rewelcome.

Excellent,I’msuremymanagerwillbepleasedtohearthat.

Great,I’dlovetoseethisproblemresolvedasquicklyaspossible.

No, that’s all. Thank you very much.

Uhm... actually, this call is rather urgent. We spoke yesterday about

ourcomingevent.Didheleaveanyinformationwithyou?

Yes,thisisMs.Daniacalling.MayIspeaktoMr.Agus,please?

a

b

c

d

e

...


a. At the reception

ACTIVITY #5

If you have completed Activity 4, read the dialogues in pairs. Then practice dialogues with your partner. Feel free to change the name of the hotel, the name of the caller and receptionist, and the date, etc.

ACTIVITY #6

Your will hear the following dialogues. Your teacher may read the dialogues or play the CD. The dialogues have some information missing. Listen and write the missing information in the dialogue.

Guest :CanIreserveahotelroom?Reception :Certainlysir.Whatis______1______, please? Guest :MynameisLulukReception :It’sapleasuretoassistyou.Pleasetellmewhen ______2_____theroom,Mrs.LulukGuest :Ifmyplansdon’tchange,I’llneedaroomfrom June7thuntilJune10th.Reception :Mrs.Luluk,______3_____ are slightly higher than you may have thought. Will that be okay?Guest :Tellmehowmuchitwillbe,andIcantellyouifit’sokay.Reception :ItisIDR1,200,000pernight,______4_____,ofcourse.Guest :IDR1,200,00,Thatisquiteareasonableprice.Reception :Now,asfortheroomMrs.______5_____, smoking or non-smoking?Guest :Non-smoking,please.Reception :Non-smoking.Doesasinglequeen-sizebedmeetyour approval?Guest :Ihaveabsolutelyno______6_____.Reception :Queen,non-smoking.Okay,Mrs.Lulukyourroomis reserved.Nowifyou’lljustgivemeyourphonenumber.Guest :Notaproblem.Thenumberis_______7______Reception :Thankyouformakingareservationwithus.Welook forwardtoseeingyouinJune!

...


Dialogue b

Reservation :Goodmorning,ArselaHotelreservations,Ika’sspeaking, how may I assist you?Guest :Hello,goodmorning.I’dliketomakeareservationfor thethirdweekendinDecemberinyourhotel.Reservation :ExcusemeMam,____1___ who is speaking?Guest :I’mLulukReservation :Couldyouspellyournameplease?Guest :L-U-L-U-KReservation :AlrightMam,nowIwanttospellyourname. YournameisLuluk,LforLima,UforUniform,LforLima, UforUniform,KforKilo,AmIrightMam?Guest :Yes,_____2____.Reservation :MayIknowwhothereservationisforMs.Luluk?Guest :Thereservationisforme.Reservation :AlrightMs.Luluk,mayIknowwhattypeofroomyouneed?Guest :Ineed____3____.Whatistherateoftheroom?Reservation :CertainlyMs.Luluk.TheroompriceisIDR1.250.000/night. WhatistheexactdateofyourarrivalMam?Guest :The21stofDecember20…Reservation :HowlongwillyoubestayingMs.Luluk?Guest :I’llbestaying____4____.Reservation :Yourdeparturewillbe24thofDecember2016, won’titMam?Guest :Yesthat’sright.Reservation :HowmanypeopleisthereservationforMs.Luluk?Guest :Therewillbe_____5 ____.Reservation :Waitamomentplease,Iwouldliketochecktheavailability oftheroomonthatperiod.Guest :Yesplease.Reservation :ThankyouverymuchforwaitingMs.Luluk,wehave several suite roomsavailableonthatparticularweekend.Guest :Thanks.Reservation :Isthereaphonenumberwhereyou_____6_____Ms.Luluk?Guest :Myphonenumberis085349976288Reservation :Canyoutellmeyoure-mailaddressplease?Guest :Myemailaddressis______7_____Reservation :MayIknowyournationalityMs.Luluk?Guest :I’mIndonesian.Reservation :Canyoutellmewhere_______8______ is?

Listencarefullytothedialogueofhandlingreservations.Fillinthemissing words or phrases as you listen to the dialogue.

...


Guest :PangkalanBun,KalimantanTengahReservation :Thankyou.Doyouhaveanyspecialrequeststhatcouldbe preparedforyourarrivalhere?Guest :No,thanks.Reservation :WellMs.Luluk,foryourreservationyou_____9_____fora one night stay. I will email you our bank account number.Guest :MayIknowwhatitisfor?Reservation :Itisto_______10______Ms.Luluk,becausethatperiodis duringhighseason,soweneedaguaranteeforyourreservation.Guest :OK.Iwillsenditsoon.Reservation :AlrightMs.Luluk,yourreservationhasbeenmadefor ______11________forasuiteroom.Yourphonenumberis [email protected] :Perfect.Reservation :Thecheckintimeisat2pm,andwewillwaitforyourdepositto clear.Andifyouhaveanyotherquestions,please ________12_________usassoonaspossibleMs.LulukGuest :Great,thankyou.Reservation :MypleasureMam.WewillseeyouinDecemberMs.Luluk. Thank you and have a nice day.

ACTIVITY #7

If you have completed Activity 6, read the dialogues in pairs. Then practice the dialogues with your partner again. Feel free to change the name of the hotel, the name of the caller and receptionist, and the date, etc.

(continued)


ACTIVITY #8

Study the following passage about telephone operators.

Telephone Operator

Hoteltelephoneoperatorsarerequiredtospeakclearly,distinctly,andwithafriendly,courteoustone.Theyuselistening skills to put callers at ease and obtain accurate, completeinformation.Theyanswerincomingcallsanddirect them to guest rooms through the telephone console, or to hotel personnel or departments. They also take and distributemessagesforguests,provideinformationonguestservices,answerinquiresaboutpublichotelevents,provideapagingserviceforhotelguestsandemployees,andprocessguest wake-up calls as.

Source: www.masterfile.com

Hello


to answer incoming calls.

todirectcallstoguestrooms,staff,ordepartmentsthrough the switchboard or PBX system.

to place outgoing calls.

to receive guest messages and deliver them to the guests.

tologallwake-upcallrequestsandperformwake-upcallservices.

toprovideinformationabouthotelservicestoguests.

to understand the telephone operator board or PBX switchboard operations.

toprovidepagingservicesforhotelguestsandemployees.

toknowwhatactiontotakewhenanemergencycallisrequired.

tomonitorautomatedsystemsincludingfirealarmsandtelephoneequipmentwhentheengineeringandmaintenancedepartmentisclosed.

toassistinreportingtelephoneequipmentorservicecomplaintsandproblems.

to train or assist with training new telephone operators in the performanceoftheirduties.

tobefullyawareofandadheretohealthandsafety,fireandbombthreat procedures.

multitaskingabilitieswillalwayscomeinhandy,becauseaswitchboardoperatormaybeaskedtodootherjobsaswell

to be polite and courteous while answering the phone.

toopenandclosetelephonefunctionalityonthehotelfrontofficesoftware.

tokeeprecordsofcallsplacedandreceivedbyalldepartmentsandrecord the call charges.

tosetupconferencecallsindifferentlocationsandtimezones.

toupdatedirectoryinformationonthefrontofficesoftware.

toprovidearelayserviceforhearing-impairedguests.

tofollowtelephoneetiquette.

Hotel telephone operators have the following duties and responsibilities.a

b

c

d

e

f

g

h

i

j

k

l

m

n

o

p

q

r

s

t

u


How does the hotel telephone operator receive the call?

Whatarethemaindutiesofahoteltelephoneoperator?

Whatkindofservicedoesthehoteltelephoneoperatortakeanddistribute?

Shouldthehoteltelephoneoperatorhavemultitaskingabilities?Why?

Whataretherequirementstobeahoteltelephoneoperator? Pleaseexplain.

1

2

3

4

5

Requirements

Hotel telephone operators need to be high school graduate orequivalent.Theymustbeable.tospeak,read,write,andunderstand the primary language used in the workplace. They must also be able to speak and understand the primary language used by guests who visit the hotel. They need tohaveprevioushotel-relatedexperienceandpreferablyknowledgeofcentralisedtelephonesystems,skillsintheoperationoftelephoneequipment,skillsindealingwiththepublicdiplomaticallyinstressfulsituations,knowledgeofpersonalcomputers,.andunderstandmethodsusedtoupdate databases.

Adapted from Setupmyhotel (2016)

ACTIVITY #9

Answer the following questions


ACTIVITY #10

Read the following tips on telephone etiquette. Fill in the blanks with the relevant expressions below

(....) don’t want to(....) regularly(....) sending(....) talk to(....)whentalkingandtexting

(....) who’s speaking(....) will be(....) will improve(....) will pass(....) you’re trying

10 “Do’s & Don’ts” of Telephone Etiquette

1. Taking Calls

DOgreetthecallerpleasantlyandidentifyyourselfwhenyouanswerthephone.Inabusinesssetting,say“Goodmorning”or“Goodafternoon,”thennameyourcompanyordepartmentandsay______2______.Onapersonalphone,say“Hello”andgiveyourname.Don’tanswerinabriskorhurriedtoneorwith“Yes”or“Yeah.”People ______3______feelliketheircallisunwelcome.

2. Making Calls

DOidentifyyourselfclearlyandpolitelyaskfortheperson______4______toreachorbrieflystateyourreasonforcalling.Takeafewmomentsbeforeyouplacethecalltodeterminewhatyou’regoingtosay.Beingclearandconciseupfrontwillsavetimeandreduceconfusion.DON’Tdemandto______5______ someone or launch into a requestorcomplaintwithoutfirstsayinghelloandidentifyingyourself.Therecipientofyourcall______6______muchhappiertohelpyouifyoumakeagoodfirstimpression.

Telephoneetiquettedoesn’tmeanbeingstiffandoverlyformalonthephone,anditisn’tjustfortalkingtoyourgrandmotherorimpressingapotentialclient. Using basic courtesy and good manners ______1______helps set a positivetoneforaconversationandcanhelpyouavoidconfusing,frustrating,orevenembarrassingsituations.


3. Using Your Voice

DOspeakinafriendly,pleasantvoicewithmoderatevolume.Smilingwhileyou’retalking,regardlessofwhetheranyoneislookingatyou,______7______yourtoneofvoice.DON’Tuseaninappropriatevolume.Avoicethat’stooloudcansoundaggressive,whileanoverlyquietvoicecanbeverydifficulttounderstand.Ifyouhavedifficultycontrollingthevolumeofyourvoice,trymovingthereceiveralittledistanceawayfromyourearandlistentoyourselftalkforafewmoments.Adjustyourvolume as needed.

Source: fishbowl.pastiche.org

4. Watch Your Language

DOusepolite,professionallanguage,speakingtoyourconversationpartnerthewayyouwouldhopetobespokento.Ifyou’reonaprofessionalcall,keepyourconversationpartnerinformedofwhat’sgoingonatyourend.DON’Tuseabruptphrasesorissueorderstoyourconversationpartner,suchas“Hangon”or“Who’scalling?”Ifyou’reonaprofessionalorbusinesscall,avoidusingslang.

5. Call Interrupted

DOapologiseifyou’reinterruptedduringacallandaskyourconversationpartner’spermissionbeforeplacinghimonhold.Checkback in on him ______8______whilehe’sonhold.DON’Ttalkinadistractingenvironment,trytomultitaskwhileyoutalk,orcarryonin-personconversationswhileyou’reonthephone.

Source: blog.smallbizthoughts.com

6. Time to Say Goodbye

DOwinddowntheconversationcourteouslybyusingclosingandpasttensephrases,suchas“Thanksforcalling”and“I’mgladwewereabletotalktoday.”Endthecallbyclearlysayinggoodbye.DON’Tstoptheconversationabruptlyorimpatiently.Avoidambiguousorslangclosingphraseslike“OK,seeya”or“Toodles”thatmightmakeyourpartneruncertain about whether the call is ending.


7. Taking Messages

DOsoundfriendlyandaccommodating,lettingthecallerknowyou’rewritinghermessagedownand______9______ it on to the person she’stryingtoreachassoonaspossible.Ifyouneedmoreinformationfromthecaller,askforitpolitelyandnotinapryingway.DON’Tbeimpatientorshortwiththecaller.Ifshesuspectshermessagewon’tbeforwarded,shemaybeuneasy.Don’tbenoseybyaskingformoreinformationthanyouneed,orthecallerwantstogive.

8. Leaving Messages

DOspeakclearlyandslowly,leavingyournameandcompletenumberbothatthebeginningandtheendofthemessageandbrieflystatingwhatyou’recallingabout.DON’Trambleonorgointotoomuchdetailin a message, and don’t assume that the caller remembers your last nameorcangetyournumberfromthephone’sdisplay.

9. Using Cellphones

DOspeakinasoftvoiceinpublicplacesandbemindfulofyourlanguageandsubjectmatter.Ifyouthinkyoumightdisruptthosearoundyou,movetoadifferentlocationordon’ttakethecall.DON’Tansweryourphoneorletitringinatheater,libraryormeeting,oratatableinarestaurant.Nevertalkonthephoneortextwhileyou’redriving.

Source: www.textweapon.com

10. Texting Tips

DOidentifyyourselfintextmessagesandbeclearandconcise.Bemindfulofwhetheryourrecipienthasatextingplan(soyoucanavoidsendingtoomanymessages)andwhetherheisfamiliarwithcommontextspeak.DON’Ttextanywherewhereaphonecallwouldnotbeappropriate,anddon’ttextwhileyou’rehavingaconversationorshouldhaveyourattentionelsewhere.Avoid______10______ serious orsadnewsbytextmessage.

Demand Media (2016)


ACTIVITY #11

Complete the questions and select the correct answer for each response. One or more words may be missing.

1 May I ask ________________ calling, please? A.Ms.Sugeng,please. B. I’ll call tomorrow. C.ThisisMardi.

2 I’m sorry, but she’s out to ___________ right now. A.Okay.I’llcallherrightnow. B.I’llcallherafterlunch. C.Okay.Lunchtimeisfine.

3 Could I have your ____________________? A.Yes.It’s082152206200. B.Myname’sIka. C.Myareacodeis74111.

4 ___________________________________ message? A. No. I’ll call later. B. Yes. Go ahead. C. Yes. Please give him the message.

5 Could ________________________________________ please? A.IworkforIhat. B. It`s spelled … C. That’s correct.

6 _____________________________________________________? A. Here’s the message. B. No. I’ll call later. C. Thank you.


7 _____________________________________________________? A.Okay.Then,I’llmeethimnow. B.Doyouknowwhenit’llbeover? C. Sorry. I can’t meet him now.

8 _____________________________________________________? A. I’ll call him Thursday morning. B.Alright.PleasetellhimJeffcalled. C.HavehimcallmeonFridayat11.00.

9 _____________________________________________________? A.NextWednesdaywouldbefine. B.Sorry.I’mbusyonTuesdayat13:00. C. Sure. No problem.

10. _____________________________________________________? A. Yes. I’ll call her later. B. No. Just tell her I called. C.Yes.Tomorrowisfine

10


ACTIVITY #12

Read the passage 8 Telephone Etiquette Tips adopted from Advanced Etiquette (2016).

8 Telephone Etiquette Tips

Whetheratwork,athome,oronyourmobilephone,hereare8solidtelephoneetiquettetipseveryoneshouldbedisplayingatalltimes.

2. Be sensitive to the tone of your voice. Donotsoundoverlyanxious,aggressiveorpushy.Itisimportantyourtoneconveysauthorityandconfidence.Donotleanbackinyourchairwhenspeaking on the telephone.

Tip:Situpinyourchairorstandduringtheconversation.Whenathome, use a personal tape recorder to privately record your own conversations.Youwillthenhearhowyoursoundtoothers.

1. Always identify yourself at the beginning of all calls.

a. Whenintheoffice,alwaysanswerthetelephonebysaying:“Hello/GoodMorning,AccountingDepartment,Ekospeaking.”

b. Fromacellphone,eithersimplysayHello,orstateyourname,Hello,Ekohere.Donotanswerbyusingwordssuchas“yeah”or“yes.”

c. When placing a call, always state your name along with the name ofthepersonyouarecalling.Example:“Hello,mynameisLulukfromSMKN1PangkalanBun.MayIpleasespeakwithMs.Ika?”


3. Think through exactly what you plan to say and discuss BEFORE you place a call.

Tip:Jotdowntheitemsyouwanttodiscussandquestionsyouwantanswered.Inotherwords,anticipateandexpectyouwillbeplaced into a voicemail system; plan your message to be as direct andspecificaspossible,askingthepersontorespondtospecificalternativesorquestions.Donotsay,“Hello,it’sLuluk,callmeback.”Atleaststatethesubjectaboutwhichyouwantthepersontocallyou back about.

4. Do not allow interruptions to occur during conversations. Donotcarryonsideconversationswithotherpeoplearoundyou.The person on the telephone takes precedence over someone who happenstowalkinyourofficeorpassesbywhileyouareonthephone.

Tip:Ifyoumustinterrupttheconversation,saytotheperson,“PleaseexcusemeforamomentI’llberightback.”Andwhenyoureturn,say,“Thankyouforholding.”

5. Especially when leaving messages, speak clearly and slowly. Donot use broken phrases, slang or idioms. Always, always leave your returntelephonenumberaspartofyourmessage,includingtheareacode,andspeakS-L-O-W-L-Y.IncludeREPEATINGyourtelephonenumberattheendofyourmessage.

Tip:Practiceleavingyournumberbysayingitaloudtoyourselfasslow as you have heard operator say it.

6. Build the habit of always turning off your cell phone ringer when entering a meeting, restaurant, theater, training class, or other place.Theseareplaceswherethepurposeofyourcallwouldbeinterrupted, or others would be disturbed by hearing your cell phone ring.

Tip:Ifyouareexpectinganimportantcall,informthecalleryouwillbeinameetingduringcertaintimesandstatethatyouwillmonitoryourmessageindicatorsowhenitilluminatesyoucanexcuseyourselfandreturnthecall.


7. Always speak into the telephone receiver with an even and low tone of voice. Especiallywhenspeakingonacellphoneoutinpublic, be sure to monitor how loud you may be.

Tip:Movethephoneearpiecejustslightlyawayfromyourearandlistentoyourselfspeaking.Discoverwhetheryouarespeakingtooloudlyortooquietlyfortheotherpersontohearyou.

8. Do not allow yourself to be distracted by other activities while speaking on the telephone, such as rustling papers, chewing and eating,workingonthecomputer,orspeakingwithsomeoneelse.Mostimportantly,donotuseahandheldcellphonewhiledriving.Getaheadsetorspeakerphoneforthecar.

Tip: Always treat every caller with the utmost courtesy and respect bygivinghim/heryourundividedattention.


ACTIVITY #13

Imperative Sentences. An imperative sentence is a type of sentence that gives advice or instructions, or that expresses a request or command. An imperative sentence typically begins with the base form of a verb. We use imperatives to tell someone to do something, or to give instructions, orders, warnings, directions, etc.

a. Positive Imperatives

Tomakeapositiveimperative,wemustusethebaseformoftheverbs such as read, listen, put, run, walk, move, eat. We don’t add “to,-s,-ing,-ed”totheverbs.

For examples:• Hideyourcamerawhenyou’relookingatorangutanfeeding• Disposegarbagesinthetrashbin• Ask the employee or tour guide to accompany• Followyourguideinstruction• Takeyourshoesoffwhenyouwillenterinthemuseumoforangutan


b.Negative Imperatives

Tomakeanegativeimperative,put“donot”or“don’t”beforetheverb.Donot+thebaseformoftheverb.

For examples:• Don’teatanddrinkinfrontoftheorangutan• Don’tswimintheriver• Don’tmakenoiseinthisarea• Don’tthrowgarbages• Don’tmakeunnecessaryfire• Don’tdisturbanimalsandplants• Don’tbringweapon• Don’tcomeneartoorangutanwithoutaguide

ACTIVITY #14

Find the imperative sentences in Activity 12 and analyse whether they are the positive imperative or negative imperative.

ACTIVITY #15

Write 10 imperative sentences in positive and negative forms. Write 5 positives 5 negatives.


ACTIVITY #16

Read the following passage about Top 10 Telephone Skills adapted from Cathywarschaw (2016)

Greattelephoneskillsarethebuildingblocksofeverybusinessanditiseasytoseewhy.Manyoftheimportantexperiencesthatyourexisting,new,andpotentialcustomersarehavingarebaseduponthelevelofcustomerservicetheyarereceivingfromyouremployeeswhileonthephone.Employeesthatcanusetheirtelephoneskillstoeffectivelydeliverexcellentservicewillgrowand maintain a thriving business.

Therearemanytipsandtechniquesavailableonthemarkettohelpyouremployeesbuildgreattelephoneskills,however,thereareonly10thatcantrulydeliver.ThefollowingTop10skillshavebeengatheredfromtheTelephone Training Program, an award winning resource that is entertaining andsimpleforanybusinesstouse.

The Top 10 Telephone Skills are:

1. Telephone Responsibility-Itisimportanttoidentifyandclarifywhoseroleitistoanswerthephonetoavoidconfusionandchaos.

2. The Greeting-Itismuchmorethana“hello”or“goodmorning.”Useyourgreetingtowarmlywelcomeexistingandpotentialcustomerstoyour business.

3. Telephone Etiquette-It’snotsomuch“whatyousay,”but“howyousayit,”thattrulymatterstoyourcustomers-continuetoprovideimportantinformationbutfocusonthedelivery.

4. Scheduling Appointments-Makesureyouremployeesknowhowtoschedulethoseappointments-don’ttakeitforgrantedthattheyalreadyknow.

5. Placing Callers on Hold -Establishacustomer-friendlymannertoplacecallersonholdwithoutoffendingthecustomer.

Top 10 Telephone Skills


6. Transferring Calls-Don’tleavethecallerhanging,lethimorherknowwhenandwhyyouaretransferringtheircalltoanotheremployee.

7. Leaving and Taking Messages-Identifywhatanappropriatemessageistoleaveforacustomer,aswellashowtogatherallthenecessaryinformationwhentakingamessageforotheremployees.

8. Handling the Unhappy Caller - It is important that employees keep their own cool when talking with an unhappy caller and work towards a mutually acceptable answer to the caller’s concern.

9. Handling Tough Questions-Recognisehowmuchinformationisokaytoprovideandwhenitistimetoseektheassistanceofamoreseasonedemployee.

10. Personal Calls -Therereallyisnotimethatisacceptableforemployeesto make and receive personal calls. This behavior communicates to the customerthattheirtimeismorevaluablethanthecustomer’s-abigput-off!

You can provide your employees with these necessary phone skills in your employeemanualandthroughhands-oninstruction.Consideraddingaweb-basedfrontofficeand/ortelephonetrainingprogramtosupplementyour own training. This will ensure that you cover all bases and give your employeesthebestfoundationpossible.

Inshort,donotignorethesignificanceofanemployeethatpossessesgreattelephonetraining.ReviewtheTop10skillswithyouremployeesonaregularbasisandtrainanewemployeeasapartoftheiremployeeorientation.Yourbusinesswillcontinuetothrivewitheveryringofthetelephone.

Adapted from Cathywarschaw (2016)


ACTIVITY #17

Study the following sentences from the passage above.

a. Sentences starting with ‘It’.• It is easy to see why• Itisimportanttoidentifyandclarifywhoserole.• Itistoanswerthephonetoavoidconfusionandchaos.• Itismuchmorethana“hello”or“goodmorning• It’snotsomuch“whatyousay,”• It is important that employees keep their own cool when talking with an

unhappy caller• Itistimetoseektheassistanceofamoreseasonedemployee.

b. Sentences starting with ‘There’.Therereallyisnotimethatisacceptableforemployeestomakeandreceivepersonal calls.Therearemanytipsandtechniquestohelpyouremployeesbuildgreattelephone skills.

InmanykindsofEnglishsentences,youwillfindtheword“it”ortheword“there”inthesubjectposition.Theseareusually“impersonal”sentences—sentenceswherethereisnonaturalsubject.Thisintroductionwillhelpyoutounderstandwhentouse“it”andwhentouse“there”.Studythefollowingexample


Talking about something

Identifying something

Talking about time

Talking about distance

It’scoldiftheweatheriswindyandrainy.It was sunny when I was on Kubu beach.It is easy to say that you love snorkeling and diving.Itisimportanttoidentifyandclarifywhoserole.

What is it?It’s an apple.What bird singing on the tree is it?It’s my car is black.

Whattimeisit?It’s nine o’clock Whose anniversay is it today?It’s Budi’s birthday today.

HowfarisitfromKububeachtoTanjungKeluang?It’s about…kilometers. It takes about….hours to go by boat.Howfarisittothepostofficefromyourhouse?Itis...kilometerfrommyhouse.

When to use it Examples

1. Impersonal “it”

>

>

>

>


2. Impersonal “there”

Singular> There is a book on the table.> ThereisaSwisscontactofficeinPangkalanBun.> Therereallyisnotimethatisacceptablefor

employees to make and receive personal calls.

> There are three men in the car. > There is much water.> Therearemanytipsandtechniquestohelpyour

employees build great telephone skills.

Plural

Impersonal“there”isusedtosaythatsomethingexistsinaparticularplace

ACTIVITY #18

Complete the following sentences.

It is possible to ____________________________________________

Itisinteresting ____________________________________________

It is important _____________________________________________

Itisessential ______________________________________________

It is always _______________________________________________

There are ________________________________________________

There is __________________________________________________

There is much _____________________________________________

There are ________________________________________________

There are many ___________________________________________

1

2

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4

5

6

7

8

9

10


The class is divided into six teams (A and B). Each group consists of five students and receives a copy of a role play card.The students in each group work out phrases which they could use in the telephone conversation indicated on the role play card.

One person/two students from each group act out the telephone conversation in front of the group. Up to six pairs give their versions as well. This game is repeated with different role play cards.

Step 1:

Step 2:

ACTIVITY #19

Telephoning game

You are a telephone operator.A. You receive a telephone call and the caller wants to speak to the manager but he is out at the moment.

You are a telephone operator.B.Thereisatelephonecallfromacustomer.Shewantstoaskforconfirmationaboutthebeverageandmusicfacilitiesforthebirthdayevent.


You are a customer.A.Youleftyourwalletintheroom.Youaskahotelemployeetofinditandkeepit.Youexplainwhatthe wallet is like and the contents. You will collect it tonight.

You are a receptionist.A.Aseniorguestinhisroomfelldowninthebathroom.Hehassprainedhisankleanditisdifficultto walk.

You are a customer.B.Youlostyourwatchinbathroombeforegoingoutofthehotel.Youexplainwhatthewatchislike.Youaskthehotelemployeetofindit.

You are a .......B.Yourguestbathroomisflooded.Thetapgetsstuckand the water is running. Cockroaches are swimming there.


REFLECTION UNIT 3


1. Have you been able to use appropriate expressions for receiving telephone calls?

2. Do you know how to ask the purposes for calling?3. Can you make a call and end it properly?

If your answer is ‘no’ to one of these questions, see your teacher and discuss with him/her on how you can understand better and be able to use the expressions for

telephoning. You can also read this chapter and do the activities again.


“The only way to do great work is to love what you do. If you haven’t found it yet, keep looking”- Steve Job

References and Glossary 107

UNIT 6

REFERENCES AND GLOSSARY

AdvancedEtiquette(2016)8TelephoneEtiquetteTips,retrieved29March2016fromhttp://www.advancedetiquette.com/2012/01/8-telephone-etiquette-tips/

Agoda(2016)GrandKecubungHotel,retrieved29May2016fromhttp://www.agoda.com/id-id/grand-kecubung-hotel/hotel/pangkalan-bun-id.html

Carmelita(2016)Greetings,TrustedTranslations,Inc.fromhttp://translation-blog.trustedtranslations.com/greetings-2013-07-15.html

DemandMedia(2016)10“Do’s&Don’ts”ofTelephoneEtiquette,retrieved1March2016fromhttp://classroom.synonym.com/10-dos-donts-telephone-etiquette-8457.html

Djuharie,OtongSetiawan,2010.BahasaInggrisuntukSMKkelas1.YramaWidya:Bandung

Englishforstudents(n.d.)TelephoneConversations,retrieved29February2016fromhttp://www.english-for-students.com/Telephone-Conversations.html

EnglishClub(n.d.)EnglishforTaxiDrivers,retrieved10May2016fromhttps://www.englishclub.com/english-for-work/taxi-drivers.htm

REFERENCES

References and Glossary108

Josh(n.d.)WhyGreetingsAreImportantfromhttp://reallifeglobal.com/23-different-ways-greet-someone-english/

Leo,Sutanto(2011)EnglishforProfessionalWaiters,5thPrint,Jakarta,Gramedia

Leo,Sutanto(2010)EnglishforProfessionalAccommodationServices,3rdPrint, Jakarta, Gramedia

Leo,Sutanto(2013)EnglishforHotelSupervisoryandManagerialCommunication,Bandung:DianCipta

Leo,Sutanto(2007)EnglishforLeisureTimeSpeaking,2007,Jakarta:Gramedia

Leo,Sutanto(2006)PublishingYourTeachingMaterials,JurnalPariwisataVol.5No.5Des2006

Leo,Sutanto(2013)AChallengingBooktoPracticeTeachinginEnglish(2013).Yogya:AndiOffset

Leo,Sutanto(2016)EnglishforProfessionalTourGuidingServices,Jakarta:Gramedia

KalimantanSpecialistTour(2015)TanjungPutingNationalPark3Daysretrieved8May2016fromhttp://www.kalimantan-specialisttour.com/tour2-tanjung-puting-national-park-3-days.html

OfficeSkils(n.d)TelephoneEtiquette,retrieved8May2016from http://officeskills.org/telephone_etiquette.html

Rong-changESL(2016)BuyingaPlaneTicketfromhttp://www.eslfast.com/robot/topics/travel/travel04.htm

Rong-changESL(2016)MakingaPlaneReservationfromhttp://www.eslfast.com/robot/topics/travel/travel02.htm


Rong-changESL(2016).CallingtoGetaReservation,retrieved20February2016fromhttp://www.eslfast.com/robot/topics/hotel/hotel01.htm

Setupmyhotel(2016)TelephoneOperatorJabDescriptions,retrieved22February2016fromhttp://setupmyhotel.com/job-description-for-hotels/front-office.html

Siti(2015)Siti(2015)Siti(2015)http://www.tanjung-puting.com/tanjung-puting-orangutan-klotok-boat-tours-independent-tour-guides/

Streetdirectory(2016)Top10TelephoneSkills,retrieved20February2016fromhttp://www.streetdirectory.com/travel_guide/18775/corporate_matters/top_10_telephone_skills.html

TolingoGmbH(2016)Business-English,retrieved10February2016fromhttps://www.tolingo.com/sites/en/service/business-english/telephoning-5

WoodwardLtda(2016)HotelDialogues,retrieved22February2016fromhttp://www.vocabulary.cl/Lists/Hotel-Dialogues.htm


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departure date tanggal keberangkatandeparture keberangkatandepending on tergantung padadetermine menentukandiffers membedakandisrupt mengganggudiving penyelamandock dermaga double bed matras untuk dua orangemergency keadaan daruratemployees karyawanengaged sedang digunakan/ dipakaiengineering teknikentrance fee ticket officer pegawaiticketmasukestuary muaraeta/estimed time arrival perkiraan waktu kedatanganetd/estimed time departure perkiraan waktu keberangkatanetiquett etiket/tatacaraexpect mengharapkanextra bed tambahan matrasfamiliarise membiasakanfeeding camp camp tempat pemberian makanforeign tourist wisatawan asingfull name nama lengkapfully booked sudah penuhgestures berbicara dengan isyaratgraduate lulusguarantee menjaminhandshake berjabatantanganhandy bergunahappiness kebahagiaanharbour pelabuhanheritage warisan budayahesitate ragu-raguhistory sejarahhold on tahanhopefully penuh harapan

D

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F

G

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how do you do ungkapan perkenalan pada saat pertama kali bertemu seseorang

ignore mengabaikanindividual/company peorangan/ perusahaaninsight pandangan instructed menginstruksikanintroduce memperkenalkaninvolve terlibat, melibatkanissue isu/pokoklength of stay lamatinggalmaintenance pemeliharaanmeans of transport jenistransportasimethod of payment cara pembayarannice to meet you senang berkenalan dengan andanickname nama panggilannosey yg ingin tahuobtain memperolehoccupy terision board naik ke atas/ ke dalamorigin asliparticular tertentupleasant senangport pelabuhanprecedence haklebihtinggiprimary utamaprobably mungkinproperous makmurprovide menyediakanprovide menyediakanre-arrange mengatur kembalireasonable masuk akalrecorded tercatatregardless tanpamemperhatikanregards salamrelationship berhubungan denganrepresentative wakilrequires membutuhkanreservation reservasi

I

LM

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resolved terselesaikanrespect hormatrush hour jamsibuksafety amansafety precaution tindakankeselamatanscenary pemandangan seasoned berpengalamanseveral rooms beberapa kamarslightly sedikitsnorkeling salah satu olahraga air yang menggunakan alat

snorkelsoft tracking perjalananpendeksource sumber souvenir shopkeeper penjualcinderamataspecial reguest permintaan khususstranger orang asingsuggest menyarankanswing berayunticketing officer pegawaitravelagentbagianpenjualantickettied up terikattimetable jadwaltour itinerary jadwalperjalanantourtourist destination tujuanwisatatracking penjelajahantraffic light macettrain station terminal ketera apitransmit mengirimkantricky sulittrunk batang pohontrust kepercayaan, percayatwin bed kamardenganduatempattidur(kembar)usual biasavacancies ketersedian, kosong (kamar)various macam,jeniswaving hand melambaikan tanganweapon senjatawildlife satwa – satwa liarworld dunia

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F O R T O U R I S MENGLISH

Tour & TravelBook 1

For first year senior high schoolENG

LISH FOR TO

URISM Tour & Travel

For first year senior high school

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