INGLS TCNICO

UNIDADE 0354 LNGUA INGLESA - ATENDIMENTO

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ndice

Introduo / Enquadramento ........................................................................................ 3

Referencial de Lngua Inglesa - Atendimento .................................................................. 4

Who are you? personal information............................................................................. 5

Personal Information to remember ............................................................................. 6

Customer Service some rules before starting ............................................................... 8

Welcoming being friendly and polite.......................................................................... 13

Customer Service Helpful sentences .......................................................................... 15

Customer Service on the phone face to face - Translation ........................................ 18

Travelling How may I help you?................................................................................ 24

At the hotel vocabulary ............................................................................................ 26

At the hotel Useful sentences ................................................................................... 27

Taking a reservation by phone .................................................................................... 33

Hotels and accommodation ......................................................................................... 35

Reservations: writing .................................................................................................. 36

Reservations Role-playing ........................................................................................ 37

Reservations on the phone ....................................................................................... 38

Taking reservations by phone...................................................................................... 39

Some useful vocabulary .............................................................................................. 40

Dealing with a dissatisfied guest .................................................................................. 41

Dealing with complaints .............................................................................................. 42

Taking payment at a register: dissatisfied customer ...................................................... 44

When tourists go shopping vocabulary ...................................................................... 45

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Shopping vocabulary and parts of a shop. .................................................................... 46

Fruit and vegetables - vocabulary ................................................................................ 47

Clothes vocabulary .................................................................................................. 48

When tourists go shopping customer service ............................................................. 50

When tourists get injured and go to the hospital - vocabulary ........................................ 55

Helping a guest who is injured .................................................................................... 57

Getting medical care for a guest .................................................................................. 58

Anexos ...................................................................................................................... 59

Travelling taking a booking / booking forms .............................................................. 60

Reservation form........................................................................................................ 66

Booking writing ....................................................................................................... 67

Bibliografia: ............................................................................................................... 69

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Introduo / Enquadramento

Este manual de Lngua Inglesa - Atendimento visa ilustrar e fundamentar a aquisio ou

aperfeioamento de competncias por parte dos formandos cujo intuito aumentar a sua
qualificao profissional (e escolar na aprendizagem de uma lngua estrangeira),
encontrando, assim, respostas para as necessidades do tecido empresarial local.

Desta forma, propomo-nos a mostrar seguidamente, atravs de algumas fichas-exemplo

(que podem ser adaptadas consoante as necessidades do pblico-alvo), informao terica,
sugestes de atividades e alguns modelos de exerccios prticos a serem utilizados nas
sesses ministradas, que permitiro um adequado desenvolvimento do perfil de proficincias
proposto no referencial de competncias-chave desta ao.

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Referencial de Lngua Inglesa - Atendimento

Objetivos

Aplicar vocabulrio especfico da lngua inglesa, na comunicao verbal com clientes

estrangeiros, no processo de atendimento.

Contedos

Linguagem especfica aplicada s diferentes fases do Atendimento, nas vertentes

orais e escritas
Expresses idiomticas

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Who are you? personal information

Role-playing: put your students working in pairs, asking questions to each other. This will
make them know their colleagues.
After the work is done, ask them to present their partner to the class.
On the other hand, this will allow you to know their English level and major difficulties.

Who are you?

1. Who you are reflects on what you do when you interact with others. Being so,
discuss your personality with your colleague. The following questions may help
you.
1. What is your favourite colour?
2. What is your favourite sport?
3. What are your favourite subjects?
4. Have you got any pets?
5. What colour is your hair?
6. What colour are your eyes?
7. What is your height?
8. What is your weight?
9. What time do you get up?
10. What time do you go to bed?
11. What do you usually have for breakfast?
12. Who are you? Choose adjectives to describe yourself.

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Personal Information to remember!

1. Pay attention to the following dialogue.

A. What's your surname (family name)? Fill in the following card with your ID.
B. Bond
A. What's your first name?
B. James
A. Where are you from? IDENTIFICATION CARD
B. London, England
A. What's your job? Name ____________________________
B. I'm a spy.
Surname __________________________
A. What's your address?
B. 34 Bald Street, London Age ______________________________
A. What is your phone number? Birthday - ____________________________
B. 007-007-100 Marital Status - ________________________
A. How old are you?
Address _____________________________
B. 36
A. Are you married? Phone n. - ____________________________
B. No, Im not. Nationality ___________________________
Job _________________________________
Signature :
____________________

KEY VOCABULARY

A. PRESENTING YOURSELF / PERSONAL DATA

Key Vocabulary
What's / what is your name? (Qual o seu nome? / Como se chama?)

My name is... (O meu nome / Chamo-me)

Where are you from? (De onde ?)
I'm from... (Sou de)
Are you (Spanish, American, German, Portuguese, etc.)? ( Espanhol, Americano,
Alemo, Portugus, etc?)
Yes I am / No I am not. (Sim, sou. No, no sou.)

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Key Vocabulary
surname, family name, first name (apelido, nome de famlia,
primeiro nome)
Where are you from? (De onde ?)
What's your job? address? phone (telephone) number? (Qual a sua profisso?
Endereo? (Nmero de) telefone?)
How old are you? (Que idade tem? / Quantos anos tem?)
Are you married? ( casado(a)?)
married, single, divorced, separated, widow, widower, engaged
(casado, solteiro, divorciado, separado, viva, vivo, comprometido)
Yes, I am/ No, Im not. (Sim, sou. No, no sou)

1.2. PAIR WORK. Complete the gaps with your partners information.

My partners personal file

His / her birth name is _________________ and his / her family name(s)
is/are __________________________________.
Hes / Shes _______________________ years old and he/she is
from_____________________ (birthplace).
He/She is a/ an __________________________________(job).
He/She works for _______________________________ (company) / in
_______________________________ (place).
He/She lives in ________________________ (address).
His / her (mobile) phone number is
______________________________________________________.
Hes / Shes ___________________ (marital status) and in his/her spare
time, he / she likes _________________________________
_________________ and _________________________________.

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Customer Service some rules before starting

1. With your partner(s), translate and discuss the following.

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Welcoming being friendly and polite

1. Find out about the last time your partners went to a restaurant, a caf and
a shop. Discuss this questions:

a. How helpful and friendly were the staff members?

b. What did the staff do to make you feel welcome? What did they say to you?
c. Would you recommend each place to a friend? Why? / Why not?

2. Cross out the sentences that might sound unfriendly or impolite like the
one crossed out.

Could you tell me your name, please? Who are you?

What do you want? May I help you?
Its a pleasure. Its no trouble.
Certainly. Obviously.
Do you want something? Is there anything I can do for you?

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3. PRONUNCIATION. Read the following three model dialogues. Practise

them, taking it in turns to play the roles of the CLIENT and a friendly,
helpful MEMBER OF STAFF.

Good evening.
Good evening, sir. Can I help you?
Yes, Id like to send a fax, please.
Certainly, sir. Would you like it sent right away?

Good morning.
Good morning, sir. Can I help you?
Yes, Id like some information, please.
Certainly, sir.

Good afternoon.
Good afternoon, madam. How may I help you?
Id like to book a table for this evening, please.
Certainly, madam. What time would you like it for?

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Customer Service Helpful sentences

Study and solve this handout.

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5.

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6.

TRAVEL

A. When is your flight?

B. 10 Oclock.
A. How long does the journey take?
B. Around three hours.
A. How much is the taxi fare?
B. About $40.
A. Do I need to confirm my flight?
B. Yes, you must.
A. How long does it take to get to the airport?
B. Around half an hour.

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Activity: Make a dialogue based on the following flow chart:

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Customer Service on the phone face to face - Translation

FIRST MEETINGS

At the reception desk (Na receo)

Ol, o meu nome
Tenho uma reunio com s. (horas)

Introducing yourself (Apresentaes pessoais)

Desculpe-me, ?
Como est? Sou o John.
Bem-vindo a Nova Iorque.
Deixe-me apresentar-me. O meu nome
(O senhor/ a senhora) deve ser prazer em conhec-lo. Eu sou
Penso que no nos conhecemos. Sou

Introducing another person (Apresentando terceiros)

Posso apresent-lo a?
Sr. este o Sr.
Conhece a Sr. ?
Bob, conheces o Bill?

Polite offers (Oferecer-se para ajudar)

Posso guardar o seu casaco?
Precisa de ajuda (com isso)?
Posso oferecer-lhe algo para beber?
Ch? Sumo?
Caf? Normal ou descafeinado?
Quer com leite? Acar?

The host small talk (O anfitrio conversas para quebrar o gelo)

Travel (viagem)

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Quando chegou? Como foi a sua viagem?

Teve uma boa viagem?
Teve problemas para nos encontrar? (Conseguiu encontrar-nos facilmente?)

Accommodation (Alojamento)
Onde que est hospedado?
Como o hotel?

Place (Local)
a sua primeira visita a?
J teve oportunidade de conhecer os arredores?
O que pensa de?

Weather (Meteorologia)
Como est o tempo em?
O tempo o mesmo em?
Espero que o tempo seja melhor em

Closing the introduction (Encerrar a apresentao /conversa inicial)

Muito bem. Vamos ento negociar.

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SOCIAL PHRASES - RESPONDING

Offering help (Oferecendo ajuda)

Gostaria que eu?
Deverei?
Posso ajudar? (Posso dar-lhe uma mozinha?)

Requesting (Fazendo pedidos)

Poderia /pode ,por favor?
Importar-se ia de
Ser que poderia?

Asking permission (Pedir licena / autorizao)

Posso?
Est bem se?
Importa-se se?
Acha que eu poderia?

Suggestions (Sugestes)
Sugiro que nos encontremos mais tarde para uma bebida.
Por que que no nos encontramos mais tarde?
Deveremos fazer um intervalo? Fazemos um intervalo (agora)?
Querem /Quer / Queres um intervalo?

A thank you (Agradecer)

Muito obrigado pela sua ajuda.

Surprising news (Novidades surpreendentes)

O mercado de valores (aes) subiu dez por cento esta manh.

Bad news (Ms Notcias)

Tive de cancelar as nossas frias Tailndia.
A minha tia est doente.
O restaurante est fechado.
Comeou agora mesmo a chover.

A difficult question (Uma pergunta difcil)

Qual a populao de Nova Iorque?

An apology (Um pedido de desculpas)

Lamento muito por isso.

SAYING GOOD-BYE

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Time to go (Tempo de partir)

Lamento muito, mas tenho de ir, ou irei perder o meu voo.
Tenho mesmo de sair agora.
Deveria pensar em ir.
Muito bem. melhor eu estar fora.

Positive comments (Comentrios positivos)

Tem sido timo trabalhar consigo.
Passmos um momento muito agradvel.
De facto, gostei imenso
Estava tudo timo.

Response (Resposta / reao)

Penso o mesmo.
Ainda bem que achou interessante.
No h problema. Espero que tenha sido til.
Ainda bem que gostou.

More comments (Mais comentrios)

Em nome de todos, gostaria de dizer
Vai ser triste v-lo partir.
Lamentamos imenso ter de o ver partir.

Future contacts (Futuros contactos)

Esperamos v-lo em breve.
Tenho a certeza que nos veremos brevemente.
Aguardo ansiosamente v-lo no prximo ms.
Mantm-te em contacto.
Ligue-me da prxima vez que estiver em

Contact numbers (Nmeros de contacto)

Deixe-me dar-lhe o meu carto (de contacto).
Tem o meu nmero de telefone?
Posso dar-lhe o meu endereo do escritrio e o e-mail?
No tenho um carto meu de momento.

Dar-lhe-ei o meu nmero de telefone.

Pode contactar-me em
Deixe-me dar-lhe o meu nmero pessoal / de casa.

Goodbye (Despedida)
Final comments (Comentrios finais)
Tenha uma boa viagem!
Conduza com cuidado!
Tenha uma boa viagem!
Tenha um bom fim-de-semana!
Tenha cuidado!
Adeus!

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Final responses (respostas / reaes finais)

Obrigado.
Terei.
Espero que sim!
Voc tambm! O senhor(a) tambm!
O mesmo para si!
Adeus!

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Travelling How may I help you?

1. Complete this dialogue with your own ideas. You can use some of the
expression from the box below.
Good morning, Royal Hotel, this is speaking. How may I help you?

Hello, how can I help you?

Whos speaking, please?

Hello, Reception. This is speaking.

Could you hold the line for a moment, please? Ill put you through to

Could you say that again, please?

Could you spell that for me, please?

Could I call you back later?... Whats your number?

TRAVEL AGENT: Hello, Transworld Travel, this is.. speaking.

CLIENT: Hello, my names David Green.

TRAVEL AGENT:
___________________________________________________________?

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CLIENT: well, I bought a flight ticket from Frankfurt to Mexico City from you last week and
now I need to change the outward flight dare.

TRAVEL AGENT: All right, Ill just get your file. __________________________________

________________________________________________________________________?

CLIENT: All right.

TRAVEL AGENT: Yes, here it is. _______________________________________________

_________________________________________________________________________?

CLIENT: Yes, the flight number is LH 414 and the date of travel is May 13th.

TRAVEL AGENT: __________________________________________________________?

CLIENT: I want to depart on May 15th now by the same flight.

TRAVEL AGENT: All right, Mr. Green. __________________________________________

________________________________________________________________________.

CLIENT: I see. How long do you think it will take you to sort it out?

TRAVEL AGENT: It may take a while. __________________________________________

________________________________________________________________________?

CLIENT: Yes, certainly. My number is 555 6789 extension 449.

TRAVEL AGENT: __________________________________________________________

________________________________________________________________________?

CLIENT: No, its four four nine. And can you call me back before 3 Oclock, please?

TRAVEL AGENT: __________________________________________________________

_______________________________________________________________________.

CLIENT: Good. Ill hear from you soon, then. Thank you very much.

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TRAVEL AGENT: _________________________________________________________.

CLIENT: Goodbye!

At the hotel vocabulary

Study the following vocabulary.

Reservar to book

Reserva - booking, reservation

Quartos livres vacant rooms

Tipos de Alojamento Types of Accommodation

Quarto duplo twin room
Quarto simples single room

Informanuais
Quarto com cama de casal double room 26
Cama suplementar extra bed
Quarto com casa de banho / chuveiro room with a bathroom /
shower
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At the hotel Useful sentences

STUDY THE FOLLOWING INFORMATION.

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Taking a reservation by phone

Role-play the following dialogue.

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Hotels and accommodation

DID YOU HAVE A GOOD JOURNEY?

1. Work in pairs. Look at the illustration and discuss these questions:

a. What is each person doing? What is going to happen next?

b. Have you ever been in any of the situations shown? Tell your partners about
your experiences.
c. When was the last time you travelled to another country (or another part of
your own country)? What did you do there?

2. Here are some expressions which can be used when meeting or being met.
Read the short dialogues and highlight the parts youd like to remember.

Hello, are you Mr/Ms ___? Im ________.

Welcome to ___________ Sorry Im so late there was
Its a great pleasure to meet you. fog at Gatwick / an engine
Ive been looking forward to meeting you. failure outside London / a
How was your journey / flight? traffic jam north of Florence.
I think well go to your hotel / our office first I hope you havent been
my cars outside / well take a taxi / well take waiting too long.
the airport bus. Before we set off, Id like to
Can I take (one of) your bags? Can I help you with have a coffee / beer
your luggage? sandwich.
Ill just find a trolley / a porter for your bags. Id just like to make a quick
Is there anything youd like to do before we? phone call, if thats all right.
Would you like a drink or something to eat before Very smooth / Not too bad /
we? Pretty tiring / Absolutely
exhausting!

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Reservations: writing

1. If you have to make a reservation of a particular hotel you know of, you can just send
them a fax to book a room:

FAX from Harry Meier

Acme International Geneva Switzerland +41 22 731 91 91

To: Hotel Concorde, Toulouse, France +33 61 95 78 76

Could I please book three single rooms with bath for the night of Monday 1st April? We
shall be arriving at approximately 8 p.m.
Please confirm by return.

Best regards,
Vera Miller

2. Write an answer to the previous fax.

__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________
__________________________________________________________________________

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Reservations Role-playing

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Reservations on the phone

FILE 21

You are calling to book three rooms at the Rio Othon Palace Hotel or the Caesar Park Hotel
from 9 to 15 May.
BEFORE YOU START, look at the points below make sure you cover all of them,
Make notes during the call.

1. Introduce yourself (name and company).

2. Find out if any rooms are available from 9 to 15 May. Explain your requirements:
the rooms are for yourself, Ms Castel and Mr. & Mrs Holzger (who require twin
beds).
3. Find out the cost of single and double rooms.
4. Find out the difference between rooms at different prices.
5. Find out whether the rates include breakfast.
6. Book two doubles at the lower price and one at the higher price.
7. Ask for quiet rooms preferably with a view of the sea.
8. Decide whether to have all three rooms with balcony + view.
9. Ask them to send you four copies of the hotel brochure.

FILE 50

You are the Reservations Manager at the Rio Othon Palace Hotel or Caesar Park Hotel.
BEFORE YOU START, look at the points below make sure you cover all of them.
Make notes during the call.

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Taking reservations by phone

1. Read, translate and role-play the following.

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Some useful vocabulary

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Dealing with a dissatisfied guest

Role-play and translate the following dialogue.

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Dealing with complaints

1. What would you do? Comment the following situations with your partner.

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Taking payment at a register: dissatisfied customer

1. Read and translate the following.

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When tourists go shopping vocabulary

Read, analyse and translate the following.

Types of shop

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Shopping vocabulary and parts of a shop.

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Fruit and vegetables - vocabulary

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Clothes vocabulary

Translate the following.

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Clothes wordsearch

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When tourists go shopping customer service

Useful Shopping Phrases

Study the following.

Role-playing: use the following sentences to create a customer service dialogue.

Finding a Shop Opening Hours

Questions Questions

Can you recommend a good What time do you open, please?

toy/clothes shop? What time do you close, please?
Is there a chemists/supermarket in What are your opening hours?
the area? Are you open all day?
Where can I get toothpaste/pet Are you open on Sundays?
food?
Answers/Comments
Where's the nearest shopping
centre? We're open 24/7. (24 hours a day /
7 days a week)
Answers/Comments
We're closed at lunchtime, between
There's a really good bookshop just 12 and 2pm.
around the corner. We're open from 9am till 6pm,
You can buy that here in the hotel. Monday to Friday.
The best toy shop is in the
shopping centre.
The nearest one is a few miles
away.

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Shopping for Clothes Paying

Questions Questions

Could you help me, please? Do you take credit cards?

Could you tell me where the Do you give credit?
................ department is? Do you have a loyalty card?
Excuse me, I'm looking for a .......... Does it have a warranty?
. Can I pay by cheque?
Is there somewhere I can try this Do you offer a cash discount?
on, please? Could I have a VAT receipt, please?
Does it suit me? Could I leave my bags here and
Do you have this in a pick them up later?
(larger/smaller size) (different
Answers/Comments
colour), please?
Do you do alterations? We take all the major credit cards.
Do you have a refund policy? We only accept cheques with a
Is this in the sale? cheque card.
We are offering 6 months free
Answers/Comments
credit with no deposit.
It's too long / short. Sorry, no.
It's too tight / loose. Yes, certainly.
The ladies / gents changing rooms
are over there.
You can bring it back and exchange
it or get a refund within 2 weeks if
you keep the receipt.

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Dialogue

Here we have two conversations. The first is between Mrs Smith and her younger son John
at the shops. The second is between Mrs Smith and a shop assistant.

It's Saturday morning and Mrs. Smith is going shopping.

Mrs S: John, I'm going to the shops. Is there anything you want?

John: Yes please! Can you pick up my magazine from the newsagents?

Mrs S: Of course. Do you want to come with me?

John: No way, I'm going round to Mike's house, sorry.

Mrs S: No problem. I'll be about an hour, be home by 5 o'clock at the latest.

John: O.K. I'll see you later.

A bit later......

Mrs S: John are you home?

John Yes mum, I'm up stairs.

Mrs S: Come down here, I bought you a new Nike T-shirt, I want you to try it on.

John Nike? Great I'm coming!

A few minutes later.....

Mrs S: Well, does it fit?

John I think it's a bit too small.

Mrs S: Let's have a look. Hmmm, I think you've grown again!

John I can't wear it though.

Mrs S: Do you like it?

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John Yeah, it's a nice colour.

Mrs S: I'll take it back to the supermarket and see if I can change it.

Mrs Smith had bought a nice new T-shirt for John, but when he tried it on it didn't
fit.

It's Saturday evening and Mrs Smith has to return the T-shirt.

Mrs S: Excuse me, can you help me?

Shop Assistant Yes of course, what can I do for you?

I bought this T-shirt for my son this afternoon, but it doesn't fit him, it's too
Mrs S:
small.

Shop Assistant Do you want to change it or get a refund?

Mrs S: I'd like to change it for a larger size. Do you have these in large?

I'll just check. Let's see, yes we have large or extra large, and which would
Shop Assistant
you prefer?

Mrs S: I think large will be fine, it's for my son.

That's fine; if it doesn't fit just bring it back again. If you take it to the
Shop Assistant
customer service desk, they'll sort it all out for you.

Mrs S: Thank you. Just as a matter of interest do you give refunds?

Yes, of course. You can bring any clothing items back up to three weeks after
Shop Assistant
purchase, but you must keep the receipt.

Mrs S: I see. Thanks again.

Shop Assistant: You're welcome.

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Shopping Customer Service

Read the following dialogue and role-play it with a partner.

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When tourists get injured and go to the hospital - vocabulary

Portuguese Vocabulary Health
o acidente n. accident
a alergia n. allergy
a ambulncia n. ambulance
a anca n. hip
o antibitico n. antibiotic
a asma n. asthma
o ataque cardaco heart attack
a barriga n. belly, tummy
a bexiga n. bladder
o bigode n. moustache
a boca n. mouth
a bolha n. blister
o brao n. arm
a bronquite n. bronchitis
a cabea n. head
o cabelo n. hair
a cadeira de rodas wheelchair
o calcanhar n. heel
o cancro n. cancer
cego adj. blind
o crebro n. brain
chorar v. to cry, to weep
a cicatriz n. scar
a cintura n. waist
a cirurgia n. surgery
o comprimido n. tablet, pill
constipar-se v. to catch/get a cold
o corao (-es) n. heart
o corpo n. body
as costas n. back
o cotovelo n. elbow
a coxa n. thigh

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o crnio n. skull
curar v. to cure
o dedo n. finger
o dedo do p toe
deixar de fumar to give up smoking, to stop/quit smoking
descansar v. to rest
desmaiar v. to faint
o diagnstico n. diagnosis
a doena n. illness, disease
doente adj. ill, sick
o/a doente n. patient
doer v. to hurt, to ache
doloroso adj. painful
a dor de cabea headache
a dor de dentes toothache
a dor de garganta sore throat
a dor (-es) n. pain, ache
a dor nas costas backache
dorido adj. sore
a dose n. dose
a droga n. drug
o efeito colateral side effect
a epidemia n. epidemic
a espinha dorsal spine, backbone
o esqueleto n. skeleton
o estmago n. stomach
fazer exerccio to (take) exercise, to do/get some exercise
ferido adj. injured; wounded
fraco adj. weak
o furnculo n. boil
a garganta n. throat
grvida adj. pregnant
a gripe n. flu, influenza

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infeccioso adj. infectious

Helping a guest who is injured

Read and role-play the following.

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Getting medical care for a guest

Read, translate and role-play the following.

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Anexos

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Travelling taking a booking / booking forms

Analyse the following documents.

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Reservation form

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Booking writing

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2. You work in Reservations at the Castle Lodge Hotel. The manager gives you
the following instructions. Read them and complete the fax below.

Could you send a fax to Imperial Chemicals? Thank them for the two bookings and
say theyll be fine. Youd better quote the standard prices first, including half-board,
service charges, and taxes thats $165 and $85 a night. I think we usually give
them 10% discount, so work out what it comes to and put the total at the end.

CASTLE LODGE
HOTEL

Date: _________________________
From: Reservations
To: ___________________________

Attention: ________________________________________________________

Thank you for_______________________________________________________

___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________
___________________________________________________________________

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Bibliografia:

A. A. V. V., Business English, living language, for speakers of any language, New
York, Random House Company, 2005 CD-ROM.

A. A. V. V., Dicionrio de Ingls para Principiantes, s.l., Editorial Verbo, 2001.

A. A. V. V., Cartas Comerciais em Ingls, Porto, Porto Editora, 1998.

BLAKE, Gary, Quick Tips for Better Business Writing, New York, McGraw-Hill, Inc.,
1995.

BLAKE, Gary; BLY, Robert W., The Elements of Business Writing, New York, Collier
Books, 1992.

DIGNEN, Bob, Communicating in Business English, New York, Compass Publishing,

2003.

DIGNEN, Bob, Communicating in Business English, New York, Compass Publishing,

2003 CD-ROM.

DUCKWORTH, Michael, High Season, English for the Hotel and Tourist Industry,
Oxford, Oxford University Press, 2009.

HARDING, Keith; HENDERSON, Paul, High Season, English for the Hotel and
Tourist Industry, Oxford, Oxford University Press, 2008.

HOLLET, Vicki, Quick Work: A Short Course in Business English, Oxford, Oxford
University Press.

HOLLET, Vicki, Quick Work: A Short Course in Business English, Oxford, Oxford
University Press CD-ROM.

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JONES, Leo; ALEXANDER, Richard, New International Business English,

Cambridge, Cambridge University Press, 2003.

JONES, Leo; ALEXANDER, Richard, New International Business English,

Cambridge, Cambridge University Press, 2003 CD-ROM.

JONES, LEO, Welcome! English for the travel and tourism industry, students
book, 5th ed., Cambride, Cambridge University Press, 2008.

MASCULL, Bill, Business Vocabulary in Use, Cambridge, Cambridge University Press,

2002.

OHARA, Francis, Be My Guest, English for the Hotel Industry, Cambridge,

Cambridge University Press, 2008.

SCOTT, Trish; REVELL, Rod, Students Book Highly Recommended English for the
Hotel and Catering Industry, Oxford, Oxford University Press, 2008.

TALALLA, Renee, English for Restaurant Workers, 2nd ed., s.l., Compass
Publishing, 2008

ZWIER, Lawrence J.; CAPLAN, Nigel, Everyday English for Hospitality

Professionals, s.l.., Compass Publishing, 2007.

Outros:
Pearson Education Limited 2000 Longman Dictionary

Outras pesquisas realizadas na internet a partir de:

www.google.com

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