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UNIT 8: Oral Communication Skills

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UNIT 8 : Visiting and Traveling Arrangement

General Objectives:
To introduce and greet in a socially/ culture acceptable manner, both in
formal and informal situations, in and outside the workplace.

Specific Objectives:
By the end of this unit, you should be able to:
1. ask for and make clarifications
2. make suggestions and counter suggestions
3. use polite forms to make interruptions for various purposes
4. state intention of making a hotel/travel reservation
5. enquire about hotel rates, discounts, facilities, seating arrangement and
food.
6. make a reservation by providing information such as name, the type
and number of rooms required, the dates and check-in time
7. confirm reservation
8. enquire about terms of payment
9. enquire about transport cost and services.

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INTRODUCTION

When friends or guests visit you, it is good to make them feel accepted and
happy. Likewise, when you visit them, you should be courteous and considerate.
Sometimes when you travel, you may need to take the public transport. Then you
would need to make enquiries about travel arrangements. You should be polite when
booking a flight, train, coach or liner, and perhaps a hotel room.
In this unit, you will learn the language that you need to entertain guests and when
visiting people.

You will also learn how to make travel arrangements through the

telephone.
8.1 Clarifications, Suggestions and Counter Suggestions.

Input.

Dialogue 1
Sarah: Tina, I heard that youre going for a vacation?
Tina:

Yes.

Sarah: Where do you plan to go?

Tina:

I plan to go to Australia.

Sarah: Australia?, how interesting! Tell me more about it.

Tina:

I plan to go to Sydney, the biggest, liveliest, and most cosmopolitan city in

Australia. It has one of the worlds loveliest harbours, and its Opera House is as
famous as the Statue of Liberty in the United States. Sydney is also famous for
its many beaches, where you can swim, surf, sail, and sun-bathe.

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Asking for and making clarifications.
Examples:
1.
2.
3.
4.
5.

Could you please explain this more clearly?

Could you be more specific please?
Tell me about it! (informal)
We are going to have to make changes to our plans because .
Sydney is the most cosmopolitan city in Australia.

Task 1.
Complete the sentences in A and find the responses in B.
A. Asking for clarifications.
1. __________________________________ about the historical places in Malacca?
2. __________________________________ explain the legend of Mahsuri?
3. May I know ___________________________________________________.
B. Making Clarifications.
a.

Princess Mahsuri had been wrongly accused of adultery and sentenced to

death.
Before she died, she cursed that Langkawi Island would not develop for seven
generations.
b. There are many historical places in Malacca, such as the A Farmosa, St.Paul Hill
and Princess Hang Li Pos well.
c. At Redang Island, you can visit the Marine Park Visitor Centre to feed the
colourful fishes and go snorkeling.

Task 2.
Pair work.
With your partner, practise asking for and making clarifications about traveling in
Malaysia.

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8.2

Suggestions and Counter Suggestions.

Input

Dialogue 2
Sarah:

Australia seems like an interesting place to visit, but I would like to suggest a
safari holidays in Africa.

Tina:

That would be very interesting, but Im not that adventurous. Furthermore, Im

afraid of wild animals.

Sarah:

Dont worry, the travel agency will make sure that all safety precautions are
taken.

Tina:

Well, even though a safari holidays in Africa sounds very interesting, I still
would like to visit Australia.

Roslee:

Excuse me ladies, I cant help hearing your conversation. No doubt Australia

and Africa are both very interesting places to visit, but why dont you go to
Terengganu instead? There are many beautiful islands to visit and lots of
activities to do. Furthermore, it will be a lot cheaper!

Suggestions and Counter Suggestions.

Examples:
1. Wouldnt you prefer to go to Redang Island instead?
2. What if we go to Sabah for the coming holidays?
3. Instead of Sabah, why dont we go to Sarawak?

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Task 3.
In pairs, suggest different things to do, using the expressions below.
Suggestions
1.
2.
3.
4.
5.
6.

Why dont we (go to a movie)?

Lets (go see a movie)!
Would you like to (go to a movie)?
How about (seeing a movie)?
What about (going to a movie)?
Do you want to (see a movie)?

Alternative ideas
1.
2.
3.
4.
5.

Id rather (go to the beach).

Id prefer to (go to the beach).
How about (going to the beach) instead?
What about (going to the beach) instead?
Why dont we (go to the beach) instead?

Task 4.
Put the verb into the correct form.
1. What about having (have) lunch at the restaurant on the beach?
2. Lets ________________ (visit) the Arts Museum!
3. Would you like _______________ (come) with me to see Minority Report?
4. Why dont we ___________________ (see) High Crimes instead?
5. How about ____________________ (go) to the zoo tomorrow?
6. Id rather ___________________ (stay) home tomorrow.
7. Do you want ______________________ (watch) a football game?
8. Id prefer _________________ (rent) a boat

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8.3 Visiting and traveling arrangement

INPUT

Make and enquire about visiting and travelling arrangement.

Situation: Normala is checking in to the Grand Continental Hotel. Read the conversation .
Front Desk Clerk: Good afternoon, madam. Can I help you?
Normala: Yes. Do you have any vacancies starting tonight?
Front Desk Clerk: Yes, ma`am, we do. How long would you like to stay?
Normala: For four nights.
Front Desk Clerk: What kind of room would like?
Normala: A single, if possible.
Front Desk Clerk: Let me see.. Will you be paying by credit card?
Normala: Yes. MasterCard. Here you are.
Front Desk Clerk: Thats Ms.Normala? Ill just swipe your card. Would you please
complete the guest registration card ?
Normala: Certainly.
Front Desk Clerk: Heres your credit card, Ms. Normala, and your room key.
Normala: Thank you.
Front Desk Clerk: Your room is on the seventh floor. The bell captain will take your
bags to the room.
Normala: Thank you. Oh, is the restaurant still serving lunch?
Front Desk Clerk: Our main restaurant closes at two-thirty, but you can get something
to eat in the Jala Mas Coffee House.
Normala: Thank you very much.
Front Desk Clerk: Youre very welcome. Enjoy your stay with us.

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Task 5
Interview another student and complete this guest registration card for them.

Grand Continental Hotel

Kuala Terengganu, Terengganu.

Name:_________________________________________________________
Identification card no:_____________________________________________
Title:______
Home address: _______________________________________
_______________________________________________________
Home phone no._____________________
Company name:_________________________________________________
Company address: _______________________________________________
_______________________________________________________________
____
Company phone no: ______________

Task 6
Look at the conversation and answer these questions.
a. What does the Front Desk Clerk give Normala?
b. What floor is Normalas room on?
c. What time does the main restaurant close?
d. Discuss:
What kind of things do you buy with a credit card? Do you use it for
small purchases?

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What are the major credits card in our country?

Do you think people will use cash at all in the future?

Task 7
Complete this conversation at a hotel front desk.
A: Good morning. CanIhelpyou?
B: Yes. _________________________________________ any rooms available?
A: Sure. ________________________________________ to stay?
B. For a week.
A. What __________________________________________________________?
B. A double with colour TV?
A: All our rooms have colour TV. _________________________________________?
B: By American Express.

Task 8
Normala has just checked in. How will these people help her?
Bringhersomecoffeeturndownherbedtakeherbagstoherroomgivehertheroomkey
a.

Bell captain
_________________________________________________________________

b. Front desk clerk

_________________________________________________________________
c. Housekeeper
________________________________________________________________

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d. Room service waitress
________________________________________________________________
8.4 Making Travel Arrangement

INPUT
If you travel by public transport, you can choose to travel by land, sea or
air. After you have decided where, when and how you wish to travel, you can contact the
travel agency or ticketing office. To find out if tickets are available, you need to state
your destination, day or date, and time of departure. You may need to make adjustment to
travel plans if tickets are not available.
Study the following telephone conversation on how to book a flight. Please take note
of how the flight arrangement is made.
Mrs Matsumoto: Hello, Mastura speaking.
Agency
: Good morning, Puan Mastura. Globe Travel on the line. You rang us
up a few days ago about a trip you were planning to Penang. Have
you made a booking yet?
Mrs Matsumoto: No, um I havent done anything yet? I was just planning to
phone you in fact.
Agency
: Thats a coincidence. Lets see now you were inquiring about
Cathay Pacific flights and Malaysian Airlines, werent you?
Mrs Matsumoto: Yes, the Malaysian Airlines flight was a bit reasonable, wasnt it?
Agency
: Thats right, Mrs Matsumoto, but I seem to remember that the time of
the other was rather more convenient.
Mrs Matsumoto : Oh, that doesnt matter such in my case. My flat is near the airport.
When does Malaysian Airlines flight take off, did you say?
Agency
: MAS 174 leaves at 9.40, check-ins at about half past eight.
Mrs Matsumoto : Thats fine.
Agency
: So Ill check if thats OK, shall I? Its for June 9th , isnt it? And
When will you be returning, Mrs Matsumoto?
Mrs Matsumoto : A fortnight later: thats 23rd June. Can you give me the times for
a flight then?
Agency
: Lets see. Er there is a direct flight from Penang, departure time
17.30 p.m, or half past five in other words. Youd be Hong Kong
at 7.30 p.m. Would that be all right?
Mrs Matsumoto : Perfect. Could you book that for me?

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Agency
: Yes, Ill check with the airline. You will hear from me in about an
Hours time. Is that all right?
Mrs Matsumoto : Fine. Ill be in all afternoon. Goodbye and thank you.
What to say what to expect
Travel Arrangement-Air
Person calling

Person called

Is there a direct flight from Dusseldorf

I m awfully sorry, but I couldnt get

To Geneva on Monday afternoon? I

on the flight you want. Your names

Have an open ticket for this route

on the waiting list, though. The other

possibility would be for you to fly at
9.00 the next morning.

Travel Arrangement Rail

Person calling

Person called

Is there a dining car on the train? And

Im sorry. We cant accept

Can reserve a seat there?

reservations for the dining car,

but hopefully I could reserve a
seat for you in the adjoining
coach. Are you travelling first
or second class?

Travel Arrangements Road and Ferry

Person calling

Person called

You neednt trouble to meet me. Im

The best ways to drive to Dover,

hiring a car at the airport. But if you

take the ferry across the Channel,

could sent me a little map of how to

and then drive in the direction of

get to your place, thatd be most helpful.

Paris. Its quite easy to find our

headquarters, really.

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Task 9
Complete the following conversation with phrases from the list below. Use each
phrase only once.
Malaysian Airlines. Good morning.
1. ____________________________________________________________________
2. ____________________________________________________________________
Flight Reservations.
3. ____________________________________________________________________
How can I help you, Mr. Robertson?
4. ____________________________________________________________________
I see
5. ___________________________________________________________________
Youre flying full economy fare, I suppose
6. ___________________________________________________________________
Well, in that case, if theres a seat available on the plane, youll have no problem.
7. __________________________________________________________________
8. _________________________________________________________________
Is the summer departure time very different, then?
9. _________________________________________________________________
Thats very convenient.
10. ________________________________________________________________

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Yes, please.
Right, go to the MAS desk at the airport at least 60 minutes before departure.
11. ________________________________________________________________
Yes, its MH 1233.
12. _______________________________________________________________
Bye.
a. But my conference is ending earlier and Id like to take an earlier flight back.
b. Hold the line, sir, and Ill put through to Flight Reservation.
c. And there are a few seats left. Shall I reserve one for you.
d. MH5122 is the flight that interests me. The one at 16.35
e. Thats fine, then. Thanks very much. Bye.
f. Good morning. Id like to change a flight booking, please.
g. Ah, good morning, my name is Robertson.
h. And theyll change the ticket, then? Is there a reference number?
i. No, only 20 minutes later. At 16.55.
j. Well, Im booked on a Malaysian Air flight to London this Monday at 18.40.
k. Yes, I am.
l. I think your timetable must be out of date, sir. Thats the winter departure time.

Task 10
A. Choose the missing word from the box.

Airlines
convenient
hearing

apartment
arrangements
departure
double
kept
locally
prefer

check-in
facilities
scheduled

1. Would you like a _______________ room or single?

2. The ________________ time of flight MH 1455 is 13.10

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3. Several _________________ fly the same route, so its mainly a question of choosing
the ____________________ time.
4. I want to be sure of flying tomorrow, so please book on a ________________flight.
5. Dont forget : ______________ times half an hour before take-off.
6. Would like to stay in an ______________or do you prefer a hotel?
7. There are good transport ___________________ in the area.
8.

Sorry to have ___________________ you waiting.

9.

All the ________________ have been made. Youll be _______________ from us

soon.

.
10. Shall I book hotel accommodation _______________ or would you ___________
to stay in town?

8.5 Hotel Room Reservation

INPUT

When you wish to stay in a hotel, you can call up the receptionist of the hotel.
You can enquire about the types of accommodation available, the charges and the
facilities before you decide to stay there. Then you can make a request for the type of
accommodation you prefer. You need to state the date and duration of your stay. If the
hotel is fully booked, you can always ask them to recommend another hotel.

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Study the following extracts of telephone conversation on hotel booking and also
cancelling a hotel booking. Please take note of the polite forms used, such as Id like,
Im afraid, please, etc.
Mr. Kenny Ng is going to attend a conference in Pulau Langkawi. He would like to
stay in Hotel Aseania during the conference. He telephones the receptionist at the
hotel to make some enquiries.
Read the following conversation between Mr. Kenny Ng (K) and the hotel receptionist
(R).
R : Hello, Hotel Aseania. How can I help you?
K : Hello. I would like to enquire about the room rates. How much is a single bedroom?
R : Its RM250 on weekdays and RM310 during weekends, public holidays and school
holidays. Breakfast is provided for two persons.
K : Oh, I see. Is the room well equipped?
R : Certainly. You can find a hair dryer, a kettle, a fridge, an iron and ironing board in
the room. You can watch Astro. Coffee and tea are available for two. You will also
receive a complimentary copy of the New Straits Times in the morning throughout
your stay with us.
K : Thats great. What about the facilities for guests?
R : Well, there are many. For example, you can work out in the gym or play tennis, golf
or table tennis. If you like to swim, you will enjoy yourself in the longest swimming
pool youve ever been. You can also relax in the Jacuzzi.
K : That sounds interesting. Is there a business center which offers internet facilities?
R : Oh, yes. You can also make use of the fax and photocopying services.
K : Thats good. Well, Id like to book a single room, please.
R : When exactly?
K : Ill arrive on the 19th of June and leave on the 22nd of June.
R : Hold the line, please while I check if the room is available. Hmm. Yes, there is.
Let me note down the date. Its 19th to 22nd June, that is, Monday to Thursday.
K : Thats right. Three nights.
R : Could I have your name, please?

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K : Kenny Ng Soon Kok. Oh yes, what is the check in and check out time?
R : You can check in after 2 p.m. and the check out time is before 12 noon. What time
can we expect you to arrive?
K : Around 6 oclock in the evening.
R : Can I have your contact number, please?
K : Its 012-2687998.
R : Could you send us a fax to confirm your booking?
K : Of course. Can you give your fax number?
R : Yes, its 04-9882156.
K : Thank you for your help.
R : Thank you for calling.

Task 11
A. In the conversation between Mr. Kenny Ng and the hotel receptionist, underline
the expressions used to:
1. greet a caller
2. identify the receiver
3. request for the following information:
(a) room rates
(b) room facilities
(c) hotel facilities
(d) check in and check out time
(e) name of caller
(f) contact number of caller
(g) fax number
4. book a room
5. request the caller to send a fax

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6. end a telephone conversation

B. Replace some of the expressions you have underlined with different expressions
below.
Receiver (the hotel receptionist)
Good morning/ afternoon/ evening.
May I know whos calling, please?
May I know whos on the line, please?
Can you please fax to confirm your booking?
Youre welcome. Bye.
Caller (Mr Kenny Ng)
What is the rate for a single bedroom?
What facilities do you have in the room?
What facilities does your hotel provide for recreation?
Does the hotel offer business services?
Can you tell me your fax number?
Can you book me a single room?
What time can I check in and what time am I supposed to check out?
Thank you. Youve been very helpful.
C. Use the expressions you have underlined to write a conversation on how to make
a reservation for a place to stay. Decide on the date(s), duration of your stay,
type of accommodation and the number of persons.
Task 12
Mr Kenny Ng sends a fax to confirm his booking.
Fill in the spaces in the following
FAX
fax with the details in the conversation.
Attention :

From :

Reservations
Aseania Hotel,
Pulau Langkawi
Fax : 04-9882156
Mr. Kenny Ng Soon Kok (Kuala Lumpur)
Tel : 012-2687998

16/5/02

Dear Sirs
This fax is to (1) _______________ my (2) ___________________at your hotel for (3)_____________
nights from (4) ____________________ to (5) _________________ at a price of (6)
___________________ per night.
I would like a (7) __________________ room at the hotel at about (8) ______________ in the evening.
Yours faithfully,
Kenny Ng

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SELF-ASSESSMENT
Activity 1.
You asked a friend about her holiday. She gave you these answers. What were your
questions?
Example:

With MAS
Which airline did you fly with?

1. To Langkawi Island.
_____________________________________________________________?
2. Only for five days.
______________________________________________________________?
3. No, it wasnt. I first went there two years ago.
______________________________________________________________?
4. At a hotel on the beach.
_______________________________________________________________?
5. Yes, it was delicious.
_______________________________________________________________?
6. I did a lot of sunbathing and swimming.
_______________________________________________________________?
7. It was very good. Sunny and hot every day.
_______________________________________________________________?

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Activity 2.
Look at the information about the National Art Gallery and complete the
conversation.

NATIONAL ART GALLERY

The nations largest collection of works by local artists
Open :
Tuesday Saturday
Sunday

10 am 5 pm
12 noon 5 pm

Closed major holidays.

For rates and information call 800-6666-7273
Jalan Sultan Ismail, Kuala Lumpur.

A: How about going to the theatre on Sunday afternoon?

B: Well, Id ______________ go to an art gallery.
A: Why ___________ ____________ visit the National Art Gallery?
B: Good idea. Is ____________ ____________ on Sundays?
A: Yes. Its open ________ 12 noon __________ 5 pm.
B: _____________ ______________ does it cost?
A: You have to ____________ the gallery for that.
B: And ____________ ________________ __________________ ?
A: Its ___________ Jalan Sultan Ismail.
B: OK. So Ill see you on Sunday, 31 August, the Independence Day holiday, right?
A: Oh no! The National Art Gallery is _______ ______ ___________ ___________!

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Activity 3
1. Do you have an open ticket, then?

A. Yes, its valid for any flight on that

route.
B. Yes, I still have to pay the fare.
C. Yes, I can go anywhere in the world.

2. My names on the waiting list as

a stand-by. Can I fly now?

A. No, there is no standing room on the

plane.
B. No, the flight will announced in the
transit lounge.
C. No, the flight is fully booked.

3. Do you want to book a sleeper, or

just a seat?

A. As this is a long flight, Id like a

sleeper.
B. As this is an overnight train, Id like
to book a sleeper.
C. As this is an expensive hotel, Id like
to save some money.

4. Whats the public transport like?

Should I hire a car?

A. The public usually does this.

B. Trains and bus do not run frequently.
C. Trains and bus are in bad condition.

5. Is service included in the hotel rate?

A. Yes, you need not add any tips.

B. Yes, your car will be serviced while
you are asleep.
C. Yes, you will be served breakfast in
in your room.

6. Can you reserve three single rooms

for our group?

A. Im sorry. Please ask your travel agent

for fuller details.
B. Im sorry. We dont handle package
tours for groups.
C. Im sorry. All our rooms have been
reserved.

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SELF-ASSESSMENT (feedback)
Activity 1.
You asked a friend about her holiday. She gave you these answers. What were your
questions?
1. To Langkawi Island.
Where did you go during the holidays?
2. Only for five days.
How long were you there?
3. No, it wasnt. I first went there two years ago.
Was it your first time in Langkawi Island?
4. At a hotel on the beach.
Where did you stay?
5. Yes, it was delicious.
Was the food delicious?
6. I did a lot of sunbathing and swimming.
What did you do there?
7. It was very good.. Sunny and hot every day.
How was the weather?

Activity 2.
A: How about going to the theatre on Sunday afternoon?
B: Well, Id rather go to an art gallery.
A: Why dont we visit the National Art Gallery?
B: Good idea. Is it open on Sundays?
A: Yes. Its open from 12 noon to 5 pm.
B: How much does it cost?
A: You have to ask the gallery for that.

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B: And where is it?
A: Its at Jalan Sultan Ismail.
B: OK. So Ill see you on Sunday, 31 August, the Independence Day holiday, right?
A: Oh no! The National Art Gallery is closed on major holidays!

Activity 3
1. Do you have an open ticket, then?

A. Yes, its valid for any flight on that

route.
D. Yes, I still have to pay the fare.
E. Yes, I can go anywhere in the world.

2. My names on the waiting list as

a stand-by. Can I fly now?

A. No, there is no standing room on the

plane.
D. No, the flight will announced in the
transit lounge.
C. No, the flight is fully booked.

3. Do you want to book a sleeper, or

just a seat?

A. As this is a long flight, Id like a

sleeper.
E. As this is an overnight train, Id like
to book a sleeper.
F. As this is an expensive hotel, Id like
to save some money.

4. Whats the public transport like?

Should I hire a car?

A. The public usually does this.

B. Trains and bus do not run frequently.
G. Trains and bus are in bad condition.

5. Is service included in the hotel rate?

A. Yes, you need not add any tips.

D. Yes, your car will be serviced while
you are asleep.
E. Yes, you will be served breakfast in
in your room.

6. Can you reserve three single rooms

for our group?

A. Im sorry. Please ask your travel agent

for fuller details.
D. Im sorry. We dont handle package
tours for groups.
E. Im sorry. All our rooms have been
reserved.