UNIT 13 --- Planning a Business Letter

   Planning a Business Letter

                  
                       A business letter is not a place for chit-chat. Unlike business conversations where a certain amount of small talk is used to break the ice, a business letter should be clear and concise. By taking time to plan our letter, we will save time in the writing and proofreading stages. During the planning stage, ask yourself a few simple questions. Jot down our answers to create an outline before we start writing.

• Who am I writing this letter to?

                   Identifying our audience always comes first. Are we writing to more than one person, to someone we don't know, or to someone we have known for a long time? This will help us determine how formal the letter needs to be. We may need to introduce ourselves briefly in the letter if the recipient does not know us. We may also need to find out the updated address and title of the recipient. This is a good time to confirm the correct spelling of first and last names.

• Why am I writing this letter?

                    The main reason for the letter should be understood from the subject line and first few sentences. We may cover more than one thing in one business letter, but there will almost always be a general reason for the letter. Identify our main goal and what we hope to accomplish. Review some example reasons why people write business letters on the introductory page of this lesson.

• Are there specific details we need to include?

                  Gather any dates, addresses, names, prices, times or other information that we may need to include before we write our letter. Double check details rather than relying on our memory.

• Do I require a response?

              Many types of business letter require a response. Others are written in response to a letter that has been received. Before we start writing, determine whether or not we require an action or response from the recipient. Our request or requirement should be very clear. In some cases we may even need to provide a deadline for a response. If we do require a response, how should the recipient contact us? Indicate this information clearly as well. We may want to provide more than one option, such as an email address and a phone number.

• How can we organize our points logically?

                 Think about how we would organize our thoughts if we were speaking rather than writing to the recipient. First we would introduce ourselves. Second we would state our concern or reason for writing. After the main content of our letter we would include information on how we can be contacted. The end of the letter is also a place to express gratitude, wish good-luck, or offer sympathy. Here is an example outline :

RECIPIENT
• Karen Jacobson
• Acquaintance (met twice before, briefly)
• Title: President, The Flying Club
• Address: 44 Windermere Drive, Waterloo, Ontario L1B 2C5

REASON
• To invite a board member to remain on the board for a second term.
• Other members suggested that she has enjoyed this position and has been thinking about staying on.
• No other volunteers have come forward to take over at the end of September.

SPECIFIC DETAILS
• If she decides to stay on she will need to be available for the national meeting on 5 November.
• Board members who stay for two terms are sometimes asked to take on extra duties, such as taking minutes or hosting social events.

RESPONSE
• She will need to respond by 1 September.
• She can contact me by email or phone.

ORGANIZATION • Return address of our institution
• Karen Jacobson's title and address
• Salutation: Dear Ms. Jacobson
• First paragraph : Introduce myself briefly--remind Karen where we met before. Provide my reason for writing: "I have heard from a number of board members that you may be interested in staying on for a second term. We would be very pleased to have you stay on for another year."
• Second paragraph : Explain what type of commitment this position will involve this year (once a month meetings, national meeting, plus possible extra duties)
• Third Paragraph : Provide deadline for response and how to contact me.
• Closing : Express thanks to Karen for volunteering her time this year

Writing a Business Letter
                The term "business letter" makes people nervous. Many people with English as a second language worry that their writing is not advanced enough for business writing. This is not the case. An effective letter in business uses short, simple sentences and straightforward vocabulary. The easier a letter is to read, the better. We will need to use smooth transitions so that our sentences do not appear too choppy.

  Salutation
              First and foremost, make sure that we spell the recipient's name correctly. We should also confirm the gender and proper title. Use Ms. for women and Mr. for men. Use Mrs. if you are 100% sure that a woman is married. Under less formal circumstances, or after a long period of correspondence it may be acceptable to address a person by his or her first name. When we don't know the name of a person and cannot find this information out we may write, "To Whom It May Concern". It is standard to use a comma (colon in North America) after the salutation. It is also possible to use no punctuation mark at all. Here are some common ways to address the recipient:

• Dear Mr Powell,
• Dear Ms Mackenzie,
• Dear Frederick Hanson:
• Dear Editor-in-Chief:
• Dear Valued Customer
• Dear Sir or Madam:
• Dear Madam
• Dear Sir,
• Dear Sirs
• Gentlemen:

        First paragraph
         In most types of business letter it is common to use a friendly greeting in the first sentence of the letter. Here are some examples:
• I hope you are enjoying a fine summer.
• Thank you for your kind letter of January 5th.
• I came across an ad for your company in The Star today.
• It was a pleasure meeting you at the conference this month.
• I appreciate your patience in waiting for a response.

After our short opening, state the main point of our letter in one or two sentences:
• I'm writing to enquire about...
• I'm interested in the job opening posted on your company website.
• We'd like to invite you to a members only luncheon on April 5th.

     Second and third paragraphs
             Use a few short paragraphs to go into greater detail about our main point. If one paragraph is all we need, don't write an extra paragraph just to make our letter look longer. If we are including sensitive material, such as rejecting an offer or informing an employee of a layoff period, embed this sentence in the second paragraph rather than opening with it. Here are some common ways to express unpleasant facts :
• We regret to inform you...
• It is with great sadness that we...
• After careful consideration we have decided...

       Final paragraph
           Our last paragraph should include requests, reminders, and notes on enclosures. If necessary, our contact information should also be in this paragraph. Here are some common phrases used when closing a business letter:

• I look forward to...
• Please respond at your earliest convenience.
• I should also remind you that the next board meeting is on February 5th.
• For futher details...
• If you require more information...
• Thank you for taking this into consideration.
• I appreciate any feedback you may have.
• Enclosed you will find...
• Feel free to contact me by phone or email.

  Closing
           Here are some common ways to close a letter. Use a comma between the closing and our handwritten name (or typed in an email). If we do not use a comma or colon in our salutation, leave out the comma after the closing phrase:

• Yours truly,
• Yours sincerely,
• Sincerely,
• Sincerely yours
• Thank you,
• Best wishes
• All the best,
• Best of luck
• Warm regards,

Writing Tips
• Use a conversational tone.
• Ask direct questions.
• Double-check gender and spelling of names.
• Use active voice whenever possible.
• Use polite modals (would in favour of will).
• Always refer to yourself as "I".
• Don't use "we" unless it is clear exactly who the pronoun refers to.
• Rewrite any sentence or request that sounds vague.
• Don't forget to include the date. Day-Month-Year is conventional in many countries; however, to avoid confusion, write out the month instead of using numbers (e.g. July 5th, 2007)

UNIT 12 ---- Internet Function not fashion. CVs/Resumes for the 21st Century

Internet
     Function not fashion.
    CVs/Resumes for the 21st Century

                   In the past it was usual to produce our CV/resume and covering letter on paper and submit them by post (snailmail) or fax. Today, it is increasingly usual for companies to ask us to send our CV by email or for candidates to place their CV on a webpage. These are two excellent ways of distributing our CV, but there are several important points that we should not overlook.

1) Email
When we send our CV by email, we can send it either as inline text (that is, written in the body of the email) or as a file attached to the email (or as a combination of these).
In all cases, please make sure that the subject line is clear, and relevant. Our prospective employer may receive hundreds of CVs by email and many will have subject headings like :

• CV
• Job Application
• John Brown
• JB
• Our Vacancy

            We can imagine how frustrating it is to sort emails with meaningless subject lines like these (or, worse still, no subject line at all, as sometimes happens). If your name is "John Brown", a good subject line would be :

Resume    : John Brown
CV & Covering Letter: John Brown
Job Application   : John Brown
Application for Post of Sales Manager: John Brown

2) Inline text
              It is best to use "plain text". Yes, we can write our email in "HTML" or "Rich Text", but will our prospective employer be able to read it? Will it arrive correctly formatted? Will colours, typefaces, tabs and spacing, and any special characters like fancy accents be correctly presented? Perhaps yes. Perhaps no. Unless we are certain that what we write will be seen as we intended, we cannot take the chance with such an important document. Plain text, on the other hand, can be read by virtually all email programs world-wide and we can be confident that what we send is what arrives at the other end. However, even with plain text it is advisable to :

a) Keep the line-length short.
Use hard carriage returns (the "Enter" key) every 65 characters maximum.

b) Avoid fancy spacing and tabulation.
A CV/resume that is beautifully formatted in MS Word or some other word-processing program cannot be reproduced with the same layout in plain text. We should not even attempt it. Instead, we will need a different, simpler approach, similar to the one below.

Formatted document:
2005-        Sales Manager  United Technologies Universal Ltd    London, UK
2000-2005  Sales Representative      Wonder Techniques Inc.    New York, USA

Plain text email :
2005 to date
Sales Manager
United Technologies Ltd (London, UK)

2000-2005
Sales Representative
Wonder Techniques Inc. (New York, USA)

3) Attachments
           We should be very careful about sending our CV as an attachment. Many people are very cautious about opening attachments, largely because they can contain viruses, and our email with an uninvited CV attachment may well be deleted before it ever sees the light of day. If we are sure that our prospective employer will accept attachments, then this can be a good way to submit our CV and covering letter.
          
            Be careful too that our documents are properly laid out with a file format that can be read by our prospective employer. An MS Word document (.doc) is almost certain to be readable by anyone, on PC or Mac. Better still, convert it to the universal Rich Text Format (.rtf). If we send our CV produced on some obscure word processing program, and do not convert it to RTF, then do not be surprised if we never hear from our prospective employer again.

             Another word of caution: like the subject line for our email, be sure to give our attached files meaningful names. Do not simply attach a file called "CV.doc" or "coveringletter.doc". Once it has been saved to our prospective employer's hard disk, the name will be meaningless, unless they have taken the trouble to change it. But we should not give them this trouble. Instead, call our attachments something like :

a. Resume_John-Brown.doc
b. CV-and-Covering-Letter_John-Brown.doc
c. job-application_john-brown.rtf
d. JohnBrown_Application-for-Post-of-Sales Manager.rtf

4). Webpage
                It can be a very good idea to place our CV on the Web. This makes access to our CV easy and rapid world-wide. If we wish to retain confidentiality, we can always password protect it. Unfortunately, many people suddenly become artistic as soon as they add pages to the Web. They believe that they can somehow enhance their CV by adding colour, or unusual typefaces, or fancy backgrounds. They pay for their artistry in illegibility. If there is one, immutable law of the Universe, it is that contrast between text and background increases legibility (readability). In general, black text on a plain white background is the easiest text to read. (That is why books, newspapers and magazines the world over are printed in black text on white paper, except for some very special effect.) Remember, too, that a prospective employer may wish to print out our CV, and will almost certainly prefer to have a result that looks more like a conventional CV. Which of the following is easiest to read, and print?

10 Essential Tips

               Here are some essential tips that summarize much of what we have already discussed, and add some new ideas. Read them carefully and act on them. They will guarantee that job interview.

Tip 1: Use design that attracts attention
Employers don't have time to read through each of our job descriptions to know if we have the skills they need. The design of our CV must do it for them. Our CV should be well-organized and emphasize the most important points about our experience, skills and education. This information is the first impression that an employer has of us.

Tip 2: Match our headings to the job
Use a job title and skill headings that match the job we want. An employer who sees unrelated job titles or skills will immediately think that we are not right for the job in question.

Tip 3: Write convincing content
Good design will get an employer's attention. But after that, we must concentrate on the content of your CV, the actual descriptions of your skills and abilities, to ensure an interview and good job offer.

Tip 4: Use 'power words'
We need to control the image that an employer has of us. To do this, use power words that match the position we want. If, for example, we are applying for a financial post, we should use as many financial skills power words as possible

Tip 5: Use 0123456789
People react to numbers! Numbers are alive and powerful. They create vivid images in our minds. General statements are easy to ignore. Be specific and use numbers when describing our duties and achievements. Don't talk about 'managing a major turnover'. Talk about 'managing a $27,000,000 turnover'.

Tip 6: Put important information first
List important information at the beginning of our job description. Put statements in our CV in order of importance, impressiveness and relevance to the job we want. A powerful statement with numbers and power words influences every statement that follows.

Tip 7: Find key words from the job description
Let an employer do our work for us! Employers spend much time and money writing job advertisements and descriptions that contain key words for the position offered. Read these descriptions carefully to find the key words. Then use the same key words in our CV and cover letter.

Tip 8: Sell benefits, not skills
Holiday companies do not sell holidays. They sell relaxation, adventure, sun, sea and sand (the benefits of a holiday)! We should not sell our skills (many other people have the same skills). We should sell the benefits of our skills. When we write our skills and past duties, be careful to explain their benefits to the employer.

Tip 9: Create the right image for the salary
Use language that creates the right image for the level of job and salary we want. Position ourselves at the appropriate level. The language we use will immediately influence an employer's perception of us.

Tip 10: Target the job
We will have more success if we adjust our CV and cover letter for the specific skills an employer is seeking. This means that we would write one CV for one particular job and a different, modified, CV for another job. We 're-package' ourselves. In that way, an employer will see immediately that you correspond to the job description. It is not dishonest to 're-package' yourself. You are simply presenting yourself and your skills in the best light for a particular employer. This will help you to get more interviews. It will also allow you to apply for a wider range of jobs.



UNIT 11 --- Resumes, CVs and Covering Letters in English

Resumes, CVs and Covering Letters in English

             A resume or CV is a summary of our educational qualifications and work experience. Companies usually want to see our resume when we apply for a job. A covering letter is the letter that accompanies our resume when we send it to a company. Both of the documents are vitally important in the job application process.

         When we apply for a job, most employers want to have 2 important documents from us :

1. A CV or resume
2. A covering letter

          First impressions are important. Our CV and letter are usually the first impression that an employer has of us. And because an employer may have hundreds of job applications to consider, we have about 15 seconds to make sure that first impression is a good one. Why do we need a good CV ?  Our  CV's job is to get us an interview. Our CV or resume is our visiting card, our ambassador, our shop window. It represents us and it has a specific purpose: to get us an interview! To do this, it must :

• attract
• inform
• persuade
•  sell

 A good CV is one of our most important tools in the search for employment.

A CV or resume is not ;

• a book.
•  an obstacle.
•  a tombstone.
• boring or difficult to read.
•  your life story or autobiography.
•  a catalogue of your personal opinions.
•  a list of problems with past employers.

A CV or resume is :

• short.
•  seductive.
• an important document.
• answers the question 'Why?'
• interesting and easy to read.
• a list of benefits for the employer.

                A CV is as much about the employer as about us.Why do we need a good covering letter ? Because our covering letter must sell our CV.

                Before even looking at our CV, an employer usually reads our covering letter. If it is badly-written, or untidy, or difficult to read, our CV will probably go into the nearest bin. If it is well-written, attractive, easy to read and persuasive, the employer will turn to our CV. It's that simple!

               When we send our CV to apply for a position, we should also include a short letter. This letter is called a covering letter or (in American English) a cover letter. A covering letter sent with a CV/resume is also called a letter of application. Our letter of application is a sales letter. The product it is selling is our CV. The reader of our letter may be busy and unwilling to waste time on unnecessary details. We should therefore design your letter to be easy to read. It should be short, concise and relevant. It should not be too formal or complicated. In this case, our letter should :

• confirm that we are applying for the position 
•  say where we learned about the position 
•  say why we want the position
• say why we would be a benefit to the company 
•  request an interview

                The layout of a modern business letter in English is very simple. Our address is at the top, on the right or in the middle. The rest of the letter can be in 'block' format, with each line starting on the left. Try to keep the whole letter on one single page, with plenty of white space.

UNIT 10 ---- English for Airline Staff

     English for Airline Staff

           

               Getting airline passengers safely and happily from one destination to another requires teamwork. The airline industry employs many different people, from pilots and flight crew to caterers and grounds crew. Many of these jobs require communication in English, whether it be among co-workers or with passengers. Most airline companies require that the flight crew be fluent in at least two languages. English is the most common second language that crew members need to learn. Whether your job is to book passengers on their flights, assist passengers with luggage, or fly the airplane itself, these pages can help you learn important words and expressions to use on the job in the airline industry. Read through the vocabulary, listen to the spoken English, and take the quizzes to test your comprehension.

Checking In Passengers

         Check-in Assistant

• Can I see your ticket, please?
• Do you have your passport with you?
• I'm afraid your passport has expired.
• Do you have a second piece of identification?
•  I'll need to see your child's birth certificate.
• How many bags are you checking?
• Will you be bringing a carry-on bag?
•  I'm afraid that bag exceeds the size restrictions.
• Did you pack your bags yourself?
•  Would you like an aisle or a window seat?
• Would you like a wheelchair?
• You'll board at Gate 7.
• Please be at the gate thirty minutes before your scheduled flight.
• Did you need any tags for your luggage?
• Your flight is expected to take off on time.
• Your flight has been delayed by one hour.
• Flight 87B to Toronto has been canceled.
• I'm afraid you're too late to check-in.
• Your flight is overbooked. Would you be interested in giving up your seat?
•  Enjoy your flight.

           Passenger

• I'm not sure which of these papers is my ticket.
• Is it possible to get an aisle seat?
• I requested a vegetarian meal. Can you check to confirm?
• Can I take my child through security?
• Is the flight on time?
• Will they be serving a meal today?
• Will they be showing an inflight movie?
• Where can I get a luggage cart?
• Can I use my laptop on board?

     Sample Conversation

Check-in Assistant : Hello. Are you flying to St. Martin today?

Passenger : Yes, I have my ticket here.

Check-in Assistant :  Great. I'll need to see your passport as well.

Passenger :  I have an e-ticket. Uh...is this the part you need?

Check-in Assistant :  Actually I just need your name and I can find you on the computer.

 

Passenger :  Oh OK. It's Bates. Frank Bates.

 

Check-in Assistant :  Great. Here we are. Oh, you're traveling with an infant today.

 

Passenger :  Yes, my daughter Mia. She's 14 months.

Check-in Assistant :  Okay. I'll need to see your daughter's birth certificate to prove that she is under two years of age.

Passenger :  Here you are. Say, would we be able to get an aisle seat? I may have to walk her around if she gets fussy.

Check-in Assistant :  Sure. I'll put you near the washroom too.

Passenger :  Thanks. Can I take my stroller to the gate?

Check-in Assistant :  Yes, we'll check it in the over-sized luggage after you board. Are you just checking these two bags today?

Passenger :  Yes, I'll take my knapsack as my carry-on.

Check-in Assistant :  Did you pack these bags yourself?

Passenger :  Yes.

Check-in Assistant :  Okay. Here is your boarding pass. Be at the gate one hour prior to boarding time. You will be able to preboard because you are traveling with an infant. Our flight crew will have some special instructions for take-off and landing.

•  Airline Announcements

      Listen to some typical public announcements made in an airport or  airplane.

 

• Pre-boarding Announcement

      Good afternoon passengers. This is the pre-boarding annoucement for flight 89B to Rome. We are now inviting those passengers with small children, and   any passengers requiring special assistance, to begin boarding at this  time. Please have your boarding pass and identification ready. Regular boarding will begin in approximately ten minutes time. Thank you.

• Final Boarding Announcement

      This is the final boarding call for passengers Erin and Fred Collins   booked on flight 372A to Kansas City. Please proceed to gate 3    immediately. The final checks are being completed and the captain will order for the doors of the aircraft to close in approximately five minutes  time. I repeat. This is the final boarding call for Erin and Fred Collins. Thank you.

• Pre-flight Announcement

      Ladies and gentlemen, welcome onboard Flight 4B7 with service from Hong Kong to San Francisco. We are currently third in line for take-off and are   expected to be in the air in approximately seven minutes time. We ask that  you please fasten your seatbelts at this time and secure all baggage underneath your seat or in the overhead compartments. We also ask that  your seats and table trays are in the upright position for take-off. Please turn off all personal electronic devices, including laptops and  cell phones. Smoking is prohibited for the duration of the flight. Thank you for choosing Mountain Airlines. Enjoy your flight.

• Captain's Announcement

      Good afternoon passengers. This is your captain speaking. First I'd like   to welcome everyone on Rightwing Flight 86A. We are currently cruising at  an altitude of 33, 000 feet at an airspeed of 400 miles per hour. The time  is 1:25 pm. The weather looks good and with the tailwind on our side we  are expecting to land in London approximately fifteen minutes ahead of   schedule. The weather in London is clear and sunny, with a high of 25   degrees for this afternoon. If the weather cooperates we should get a       great view of the city as we descend. The cabin crew will be coming around  in about twenty minutes time to offer you a light snack and beverage, and  the inflight movie will begin shortly after that. I'll talk to you again  before we reach our destination. Until then, sit back, relax and enjoy the  rest of the flight.

• Safety Briefing

      Ladies and gentlemen, on behalf of the crew I ask that you please direct your attention to the monitors above as we review the emergency    procedures. There are six emergency exits on this aircraft. Take a moment  to locate the exit closest to you. Note that the nearest exit may be   behind you. Count the number of rows to this exit. Should the cabin  experience sudden pressure loss, stay calm and listen for instructions   from the cabin crew. Oxygen masks will drop down from above your seat.  Place the mask over your mouth and nose, like this. Pull the strap to  tighten it. If you are traveling with children, make sure that your own   mask is on first before helping your children. In the unlikely event of an emergency landing and evacuation, leave your carry-on items behind. Life  rafts are located below your seats and emergency lighting will lead you to your closest exit and slide. We ask that you make sure that all carry-on luggage is stowed away safely during the flight. While we wait for take  off, please take a moment to review the safety data card in the seat   pocket in front of you.

 

UNIT 9 --- Behind the Bar

Behind the Bar 

           Tending bar requires special skills, such as learning special recipes, measuring, mixing and serving drinks, and chatting with guests. No matter which country you are working in, you are sure to come across English patrons who want a cold drink. Study the lists and expressions bartenders use. Then read the dialogue and check your understanding.



   Glassware

Brandy snifter 

half litre/litre           a glass container for serving house wine
highball glass          a tall straight glass

martini glass 

mug                      a cup or glass with a handle used for hot beverages
pint glass            20 oz glass for draft
pitcher/jug            approximately 60 oz container for draft or water
rock glass/tumbler             short glass for mixed drinks
shot glass                   1 oz glass for shots and shooters
sleeve               12 oz glass for draft

wine glass 

 

       Classic Cocktails

         There are many different ways to prepare classic cocktails. Every bar or restaurant has rules about how much alcohol to put in a cocktail and how to build it. The following recipes do not contain specific amounts. Use them to learn the names of the cocktails, liquors, and mixes.

Black Russian          vodka, coffee liqueur, on ice (for a white russian-add milk)
Bloody Mary             vodka, tomato juice, tobasco sauce, worchestershire sauce, salt, pepper, celery salt, slice celery, on ice
Cosmopolitan          vodka, orange liqueur, cranberry juice, lime, on ice
Daquiri                      light rum, lime juice, sugar, blended with ice (for a strawberry daquiri use strawberry mix or syrup)
Long Island Iced Tea     vodka, gin, rum, orange liqueur, lemon juice, cola, on ice
Margarita                 tequila, lime, salt, blended with ice
Martini                      gin, dry vermouth, (garnish with olive)
Pina Colada            rum,coconut milk, pineapple juice, blended with ice
Screwdriver             vodka and orange juice, on ice
Tom Collins            gin, lemon juice, sugar, soda water, on ice

      Common Liquor
Gin                       clear alcohol flavoured with juniper berries
Liqueur             various sweet alcohols
Rum                  clear alcohol made from sugar cane, origin Caribbean
Vodka             clear alcohol made from grain or potato, origin Russia
Whisky (Rye in Canada)         light brown alcohol made from grain, origin Scotland
Tequila             golden or clear alcohol, origin Mexico

     Beer and Coolers

Domestic                beer from country that bar is located in
Local                       beer brewed nearby
Cans                       beer served in a tin
Bottles                    beer served in glass bottle
Draft                         beer on tap
Keg                         beer in a large barrel
Ciders                   alcoholic drink from apples or other fruit
Coolers                 premixed and bottled alcoholic drinks

Sample Conversation

Bartender : Hi there. What can I get for you?

Guest : I need something cold.

Bartender : You've come to the right place.

Guest : Do you have any specials on?

Bartender : We have highballs on for half price.

Guest : Sorry, I meant for beer.

Bartender : Our beer special tonight is a pitcher of local draft with a half dozen wings for $12.99.

Guest : I guess I should have brought a friend. I think I'll just have a Heineken for now.

Bartender : Sure, would you like that on tap or in a can?

Guest : Do you have it in a bottle?

Bartender : No, I'm afraid we don't.

Guest : That's okay. I'll take a pint.

Bartender : A pint of Heineken coming up.

Guest : Actually, you better just make it a sleeve.

Bartender : Sure. And should I start you a tab?

Guest : No, I'm driving. How much do I owe you?

Bartender : $5.25.

Guest : Here's 6. Keep the change.

Bartender : Thank you.

UNIT 8 --- Back of the House

   Back of the House

             Working in the food and beverage industry may also mean working where the food gets stored, prepared, and cooked. The kitchen area, which is also where the dishes get cleaned, is commonly referred to as the back of the house. Whether the establishment is a restaurant, cafe, or fast-food joint, there are a number of different jobs in the back of the house, all requiring different types of English skills. Even though you may not have to deal with English guests directly, you will have to understand their needs. You may also need to communicate with coworkers whose first language is English. Study the expressions, vocabulary, and dialogue and then check your understanding by taking the quiz.

baker : specializes in baking bread and desserts

dishwasher :  cleans dishes, floors, restrooms

executive chef :  highest cook, trained in culinary arts

food preparation worker :  helps other cooks by doing odd jobs such as slicing and portioning

head cook :  cook with the most seniority and experience

kitchen manager :  person who is in charge of the staff in the back of the house

line cook :  cook that helps with food preparation, but may not have experience or training

short order cook :  specializes in fast-food, simple cooking

sous chef :  chef that is second in command, works under and learns from executive/head chef

      Wait staff to chef

• Can you put a rush on table two's order?
• What's the ETA (estimated time of arrival) on the lasagna?
• How much longer for the roasted chicken?
• What's the soup of the day?
• One of my customers wants to know what you put in your cream sauce.
• Didn't I punch in a garlic bread with cheese?
• I'm missing three side salads.
• Table seven said to give compliments to the chef.
• My customer says this hamburger isn't cooked enough.
• Are you too busy to make me a staff meal?
• How much should I charge for an extra side of salsa?

      Chef to wait staff

• Can you run this food? It's getting cold.
• The special is a rack of lamb with a tossed salad.
• I can do it, but it's going to cost extra.
• We just got five orders at once.
• It's going to be another minute for the rice.
• Are all of these separate cheques for the same table?
• Did you want the chicken wings to come up first?
• You asked for that hot sauce on the side, right?
• How does your table like their cheesecake?
• Don't forget to punch in those salads.
• Taste this soup and tell me what you think.

Sample Conversation

Executive chef : Get ready. Anna is punching in her order of ten now.

Line cook 1 : Should I get the salads and soups ready?

Executive chef : Yes, let's see. We need five caesar salads and two soups of the day.

Line cook 1 : Any holds?

Executive chef : Yes, hold the croutons on one salad, and put the dressing on the side for another one.

Line cook 2 : Should I get the steaks on the grill?

Executive chef : We're going to hold on the steaks until the appies are out. I need you to put down two orders of fries.

Line cook 2 : I thought we were all out of fries?

Executive chef : Oh, that's right. Did you tell Anna that when she started?

Line cook 2 : No, but I wrote it on the notice board.

Executive chef : Mary, can you tell Anna there's no fries left for her table's order. Ask her what they want instead.

Waitress : She just went for a smoke break. I'll check with them.

Executive chef : It's to go with the kids' meals. Tell them we can do roasted or mashed potatoes instead.

Waitress : Kids? Oh, they're not going to be happy about that.

Executive chef : Tell them ice cream for dessert is on me.

UNIT 7 --- English for Nurses and Medical Professionals

English for Nurses and Medical Professionals

               Patients come in all different shapes and sizes. They also speak many different languages. Whether you are working abroad or at home, there will come a time when you will need to rely on English to communicate. These pages can help nurses, doctors, pharmacists, paramedics, receptionists, specialists or even those who volunteer. They will help you learn some basic English expressions and vocabulary related to the medical field. By studying and practising Medical English, you will be able to make your patients feel more comfortable, and have a better understanding of their needs. You will also learn how to talk to their loved ones and communicate with other medical staff who speak English. Do the exercises and take the quizzes to test your knowledge and understanding.

Human Body

             One of the first things you need to know when working in English is the parts of the body. You will need to learn the names of the internal (inside the skin) and external body parts. You will also need

 to learn the words for the functions of each of these body parts. Here are the basics to get you started.

Head

              Inside the head is the brain, which is responsible for thinking. The top of a person's scalp is covered with hair. Beneath the hairline at the front of the face is the forehead. Underneath the forehead are the eyes for seeing, the nose for smelling, and the mouth for eating. On the outside of the mouth are the lips, and on the inside of the mouth are the teeth for biting and the tongue for tasting. Food is swallowed down the throat. At the sides of the face are the cheeks and at the sides of the head are the ears for hearing. At the bottom of a person's face is the chin. The jaw is located on the inside of the cheeks and chin. The neck is what attaches the head to the upper body.

Upper Body

              At the top and front of the upper body, just below the neck is the collar bone. On the front side of the upper body is the chest, which in women include

s the breasts. Babies suck on the nipples of their mother's breasts. Beneath the ribcage are the stomach and the waist. The navel, more commonly referred to as the belly button, is located here as well. On the inside of the upper body are the heart for pumping blood and the lungs for breathing. The rear side of the upper body is called the back, inside which the spine connects the upper body to the lower body.

Upper Limbs (arms)

             The arms are attached to the shoulders. Beneath this area is called the armpit or underarm. The upper arms have the muscles known as triceps and biceps. The joint halfway down the arm is called the elbow. Between the elbow and the next joint, the wrist, is the forearm. Below the wrist is the hand with four fingers and one thumb. Beside the thumb is the index finger. Beside the index finger is the middle finger, followed by the ring finger and the little finger. At the ends of the fingers are fingernails.

Lower Body

             Below the waist, on left and right, are the hips. Between the hips are the reproductive organs, the penis (male) or the vagina (female). At the back of the lower body are the buttocks for sitting on. They are also commonly referred to as the rear end or the bum (especially with children). The internal organs in the lower body include the intestines for digesting food, the bladder for holding liquid waste, as well as the liver and the kidneys. This area also contains the woman's uterus, which holds a baby when a woman is pregnant.

 Lower Limbs (legs)
                     The top of the leg is called the thigh, and the joint in the middle of the leg is the knee. The front of the lower leg is the shin and the back of the lower leg is the calf. The ankle connects the foot to the leg. Each foot has five toes. The smallest toe is often called the little toe while the large one is called the big toe. At the ends of the toes are toenails.

   Speaking  Doctor's Diagnosis

      Physician
• Your test results have come in.
• I'm afraid the prognosis isn't good.

• You have a long road to recovery.

• We have several options to discuss.

• The blood test came back negative.

• The transfusion was a success.

• It looks like you're ready to go home.

• I'd like to keep you here over night.

• We'll know more in a few days.

• You're not in the clear yet.

• We've ruled out diabetes.

• I'm hoping to get to the bottom of this soon.

            Patient

• I don't understand what this means.

• Am I going to need surgery?

• Is it good news or bad?

• When will the tests results come in?

• How long do I have to stay in the hospital?

• What is the success rate?

• Are they going to run more tests?

• Is this a common problem for people my age?

• I'd like to discuss other options.

• I'm going to get a second opinion.

Sample Conversation

Doctor : Hi Jessica. How are you feeling today?

Patient : A bit better.

Doctor : That's good to hear. Are you still feeling nauseous?

Patient : No, I haven't felt sick to my stomach since you switched my medication.

Doctor : Great. Say, your test results came in this morning.

Patient : It's about time. Is it good news or bad?

Doctor : I guess it's a bit of both. Which do you want first?

Patient : Let's get the bad news over with.

Doctor : Okay. It looks like you're going to need surgery to remove the tumour from your leg. After the operation you're going to have to stay off your feet for at least three weeks. That means no soccer.

Patient : I was afraid you were going to say that.

Doctor : Now for the good news. The biopsy shows that the tumour is benign, which means it's not cancerous. We're going to take it out anyway just to be on the safe side.

Patient : Wow, that's a load off my mind. Thanks Doctor.

Doctor : Don't get too excited. We still need to get to the bottom of all of this weight loss.

Patient : I've probably just been so worried about this stupid lump.

Doctor : These things often are stress related, but we're still going to do a few blood tests just to rule a few things out.

Patient : Things like what? Cancer?

Doctor : Actually, I'm thinking more along the lines of a food allergy.

UNIT 6 --- English for Work ( Part 2 ) > Checking Guests In and Out

    English for Work ( Part 2 )

Checking Guests In and Out

Check In

        Front Desk Receptionist

• What name is the reservation under?
• How long will you be staying?
• Are you planning on checking out tomorrow?
• I'm afraid you can't check in until after 4:00 pm.
• What type of vehicle are you driving?
• Do you know the license plate number of your vehicle?
• Complimentary breakfast is served in the lobby between 8 and 10 am.
• I'll give you two room keys.
• The dining room is on the main floor at the end of the hall.
• The weight room and sauna are on the top floor.
• Just call the front desk if you need any extra towels or pillows.

          Guest• We have a reservation under Jill McMann.
• Do you have any vacancies?
• Is the hotel booked, or can we get a room for tonight?
• How do we get to our room from here?
• Is it okay to park out front?
• What time is the pool open until?
• What time is breakfast served at?
• Is it too early to check in?
• Can we get a wake-up call?
• When is check out time?

Check Out

        Front Desk Receptionist
• Are you ready to check out?
• What room were you in?
• How was your stay?
• Was everything satisfactory?
• Will you be putting this on your card?
• And how will you be paying for this?
• Would you like to speak to the hotel manager on duty?
• I'll just need your room keys, please.
• Enjoy the rest of your holiday.
• Have a safe trip home.

          Guest• We're checking out of room 401.
• Sorry we're a bit late checking-out.
• I'm afraid we overslept/slept in.
• We really enjoyed our stay.
• We have a few complaints.
• We'll be back next time we're in town.

Sample Conversation

Receptionist : Hi there. Are you checking out now?

Guest : Yes, sorry. I know we're a few minutes late.

Receptionist : That's no problem. It's always really busy at check out time anyway.

Guest : Oh, really. The last hotel we stayed in charged us for a late check out.

Receptionist : The hotel isn't booked this week, so it's not a problem. How was everything?

Guest : The room was great. The beds were really comfortable, and we weren't expecting our own fridge.

Receptionist : I'm glad you liked it.

Guest : The kids were disappointed that the pool wasn't open this morning, though.

Receptionist : I apologize for that. We can't get a cleaner in any earlier than 10 am.

Guest : Well we had a nice swim last night anyhow.

Receptionist : Will you be putting this on your credit card?

Guest : No. I'll pay cash.

Receptionist : OK. So the total comes to $123.67, including tax.

Guest : I thought it was $115 even. That's what they said yesterday when we checked in.

Receptionist : Yes, but there is an extra room charge on your bill.

Guest : Oh, I forgot. My husband ordered a plate of nachos. Sorry.

Receptionist : No problem. So...from $140, here's your change. Now, I'll just need to ask you for your room keys.

UNIT 5 --- English for Work ( Part 1 ) > English for Hotel Staff

English for Work ( Part 1 )English for Hotel Staff

               Working in the hotel industry you will come across many types of travellers. Some will be business guests, others will be tourists and visitors. Many will speak a different language other than your own. Chances are, plenty of your guests will speak English. Do you know how to speak politely to a guest in English? Can you understand their requests and serve them accordingly? Whether your job is to take reservations or clean the hotel rooms, these pages can help you learn important words and expressions to use on the job in the hotel industry.

  Taking a Reservation

        ? Front Desk Receptionist

• Enterprise Hotels, Lise speaking. How can I help you?
• What date are you looking for?
• How long will you be staying?
• How many adults will be in the room?
• I'm afraid we are booked that weekend.
• There are only a few vacancies left.
• We advise that you book in advance during peak season.
• Will two double beds be enough?
• Do you want a smoking or non-smoking room?
• The dining room is open from 4 pm until 10 pm.
• We have an indoor swimming pool and sauna.
• We serve a continental breakfast.
• Cable television is included, but the movie channel is extra.
• Take Exit 8 off the highway and you'll see us a few kilometers up on the left hand side.
• The rate I can give you is 99.54 with tax.
• We require a credit card number for a deposit.

              ? Guest

• I'd like to make a reservation for next week.
• Is it necessary to book ahead?
• Do you charge extra for two beds?
• How much is it for a cot?
• Do you offer free breakfast?
• Is there a restaurant in the hotel?
• Do the rooms have refrigerators?
• Do you do group bookings?
• Is there an outdoor pool?
• Do you have any cheaper rooms?
• When is it considered off- season?

Receptionist  :  Thanks for calling Quality Inn. Morine speaking.

Caller :  Hello. I'm interested in booking a room for the September long weekend.

Receptionist  : I'm afraid we're totally booked for that weekend. There's a convention in town and we're the closest hotel to the convention centre.

Caller :  Oh, I didn't realize. Well what about the weekend after that?

Receptionist  : So... Friday the seventeenth?

Caller :  Yes. Friday and Saturday.

Receptionist  :  It looks like we have a few vacancies left. We recommend that you make a reservation, though. It's still considered peak season then.

Caller :   Okay. Do you have any rooms with two double beds? We're a family of four.

Receptionist  :  Yes, all of our rooms have two double beds. The rate for that weekend is $129 dollars a night.

Caller :  That's reasonable. And do you have cots? One of my daughters might be bringing a friend.

Receptionist  : We do, but we also charge an extra ten dollars per person for any family with over four people. The cot is free.

Caller :  Okay, but I'm not positive if she is coming. Can we pay when we arrive?

Receptionist  :  Yes, but we do require a fifty dollar credit card deposit to hold the room. You can cancel up to five days in advance and we will refund your deposit.

Caller :  Great, I'll call you right back. I have to find my husband's credit card.

Receptionist  :  Okay. Oh, and just to let you know...our outdoor pool will be closed, but our indoor pool is open.

UNIT 4 ---- Writing Powerful Introductions

     Writing Powerful Introductions

          When you write, what's the best way to begin? Many students start   with a simple sentence, such as "I will write about my hometown", or they use no special introduction at all. Here are six ways to write  better introductions.

            1) Write about a problem 
              Everybody has problems! Most of our energy each day is spent trying to solve problems. By starting your writing with a problem, you  automatically hook your readers into searching for a solution. Your  readers will start to think about how they might solve the problem   or wonder what solution you have in mind. But be careful not to take  too much time on the problem itself. This is an introduction, not    the body of your writing.

            2) Write about a story or start with a joke
              A very brief story or joke that illustrates your main idea can also hook the reader. Use clear details and vivid descriptions to appeal  to your readers' senses and emotions. For example, if you want your  readers to give up smoking, describe the painful effects of an  elderly person who is unable to stop coughing, unable to breathe  freely. If you are writing about an interesting place, describe what  the readers would see, what they would hear, what they would taste,  so that they can almost feel they are there. A joke, if it really   fits the topic, can also make your readers more receptive to your  ideas.

            3) Start with a question 
              This is one of the easiest ways to begin writing. However, be  careful not to use questions that are too simple. If everyone   already knows the answer, they will not be interested in what you  write next. Remember, you have to make them think! "Do you like to  eat?" is not very interesting. However, "Have you ever spent more  than $100 dollars on one meal?" will make your readers start  dreaming!

            4) Write a bold statement or use an interesting statistic
              If you begin with something like, "In the United States, fift  percent of all marriages end in divorce!", your readers will want to know your point of view on this topic. You can look up statistics on  the Internet for just about any topic, so go to it!

            5) Start with a quote from an important person 
              This kind of introduction has two advantages. As with the other  ways, it gets your readers to think about what you will say next. In  addition, the words of important people have the ability to persuade many people. "If Bill Gates said it, it's probably true", many  people will think.

            6) Write about necessary background information 
             This is not a very interesting way to begin, but sometimes it's  necessary to help your readers before you begin. Some topics will be  too difficult for readers to follow without some help, so you may  have to provide basic information first. If possible, try to write  about this information using one of the five opening techniques above.