LESSON 2: MAKING AN APPOINTMENT

WARM UP
Who are the two people in the chat?
What does the patient want?
What do you think the next line will be?
What do you think will happen after the conversation?

Encounter
1. Read and listen to the dialog. Fill in the blanks with the words you hear. Answer the questions.
Front desk staff: (on the phone) Good morning. Physiopreneur front desk.This is Ratih speaking.
Kevin: Good morning. It’s David Ginola calling.
Front desk staff: How can I help you?
Kevin: I’d like to make an appointment.
Front desk staff: Okay!
Physiotherapist: (directly) Sorry, Ratih. Do I have a patient at half past three today?
Front desk staff: (on the phone) Hold on for a moment...
(directly) Yes, Mas Fahmi. You have Mr. Timo Scheunemann.
Physiotherapist: (directly) Thanks!
Front desk staff: (on the phone) Sorry for the interruption, Mr. Ginola. Is next Wednesday convenient for you?
Kevin: I'm afraid I am not free on Wednesday.
Front desk staff: How about Thursday?
Kevin: Sorry, Thursday is going to be a little difficult for me to come. I'd prefer Friday, if that's
available.
Front desk staff: Is 9:00 pm convenient for you?
Kevin: Yes, that would be perfect.
Front desk staff: If you can't come for any reason, please contact me.
Kevin: Sure! Thank you very much.
Front desk staff: You're welcome.

ENGLISH FOR EMPLOYEES 1 | by Ratih Soe | PAGE 1 |

2. Fill in the blanks with the answers from the box. Then practice the dialog.
not available calling about your appointment would be perfect
Front desk: Hello. Physiopreneur. Qiya speaking.
Patient: Oh, hello. It’s Kevin Sanjaya.
Front desk: Hi, Mr. Sanjaya. How can I help you?
Patient: Please, call me Kevin. Everybody does. I’m 1)_____________ my next physiotherapy session. Is it on
Tuesday afternoon?
Front desk: Let me see. I’m sorry but 2)_____________ is on Wednesday, Kevin. The schedule is full on
Tuesday.
Patient: That’s okay. I can make it on Wednesday. I have a press conference in the morning, but the
afternoon is fine.
Front desk: Can you make it at 2 PM?
Patient: Yes, two o’clock 3)_____________.
Front desk: Good. So, I’ll see you on Wednesday then. Good bye.
Patient: Wait!
Front desk: Yes, Kevin? Is there anything else I can do for you?
Patient: I’d prefer to have Selvi as my physiotherapist if she’s available. She’s very nice and attentive.
Front desk: I’m afraid she’s 4)_____________ on Wednesday at 2. Don’t worry. All our physiotherapists are
nice and attentive.
Patient: All right then.

Enrich
MAKING APPOINTMENTS
OFFERING HELP REQUESTING SUGGESTING A TIME REFUSING A TIME
 Can/may I help you?  Make me an  Is __ convenient for  I’m afraid I’m not free on __
 How can/may I help appointment. you? [DAY/DATE] /at __ [TIME].
you?  Make me a  Can you make it on __  ____ [DAY/DATE or TIME] is going to be a
 Can I be of any help? physiotherapy [DAY/DATE] /at __ [TIME]? little difficult for me to come.
 Is there anything I appointment.  I'd prefer ____ [DAY/DATE or TIME], if
can do for you?  I’d like to make an that's available.
appointment.
 __ with __.  SUGGESTING ANOTHER TIME  ACCEPTING A TIME
 How about __?  Yes, that/____ [DAY/DATE or TIME]
would be perfect.
 Yes, I can make it on __ [DAY/DATE]
/at __ [TIME].

3. Read the dialog in Activity 2 again. Number the underlined parts based on the chart.
SUGGESTING REFUSING SUGGESTING
1 OFFERING HELP 2 REQUESTING 3 A TIME
4 A TIME
3 ANOTHER TIME
4 ACCEPTING A TIME

Explore
4. Work in pairs. Pretend to be a front desk staff and a patient. Follow the steps to create a conversation.

1. The front desk staff will suggest a time. The patient will say he/she is busy (give reasons).
2. The front desk will then suggest a different time. The patient will accept the second time

| PAGE 2 | ENGLISH FOR EMPLOYEES 1 by Ratih Soe

5. Stay in pairs with the same roles. Use the chart to help you create a conversation.
Patient: Front Desk Staff:
Wants a senior physiotherapist. Tell him/her not to worry. All your physiotherapists
are skillful.
Wants to cancel a session because of a reason. Suggest another time until the patient agrees.
Wants a certain physiotherapist because he/she is Tell him/her not to worry. All your physiotherapists
kind. are kind and helpful
Cannot fill out the form by him/herself Offer help and ask his/her personal informatin
needed to complete the form.

LESSON 3: GIVING INSTRUCTIONS

WARM UP Tick the body movements and act out.
 Swing your arms.
 Fill out the form.
 Shrug your shoulders.
 Stretch to the left and to the right.
 Ask questions if don’t understand.
 Listen to your physiotherapist.
 Bend your body down and back.
 Extend your arm in front of you.
 Keep your hands on your waist.
 Pull your left knee up and down.
 Pull your right knee up and down.
 Stomp your right foot on the ground.
 Raise your hands and clap them together.
 Make an appointment to see a physiotherapist.

Encounter
1. Read and rewrite. Then give instructions.
1. I want you to jog slowly. ______________________________________
2. I don’t want you to stretch your leg. ______________________________________
3. I want you to raise your arms. ______________________________________
4. I want you to bend your knees. ______________________________________
5. I want you to touch your toes. ______________________________________
6. I don’t want you to pull up your knee. ______________________________________
7. I want you to lift your feet slowly. ______________________________________
8. I don’t want you to rush. ______________________________________

2. Cross the correct answers.

1. A. Bringing 5. A. To jump
B. To bring your leg forward. B. Jump over the bar.
C. Bring C. Jumping
2. A. To bend 6. A. Not squeezing
B. Bend the front knee. B. Not squeeze the ball!
C. Bending C. Don’t squeeze
3. A. Plant 7. A. Leaning
B. Planting the heel firmly on the wall. B. To lean your body forward.
C. Plants C. Lean
4. A. Catch 8. A. Don’t kick
B. To catch the ball. B. Not kick too hard.
C. Catching C. Not kicking

ENGLISH FOR EMPLOYEES 1 | by Ratih Soe | PAGE 3 |

3. Read and listen to the article. Fill in the blanks with the words that you hear.

De Quervain’s Syndrome
1 De Quervain syndrome is inflammation of two tendons that control movement of the thumb and their
tendon sheath. It was first described in 1895 by Fritz de Quervain.
This inflammation causes pain at the outside of the wrist, at the
thumb side of your wrist where the base of your thumb meets your
5 forearm. Pain is typically increased with gripping or rotating the
wrist. The thumb may also be difficult to move smoothly. Onset of
symptoms is gradual.
Risk factors include certain repetitive movements, pregnancy,
trauma, and rheumatic diseases. The diagnosis is generally based
10 on symptoms and special tests. It is supported if pain increases
when the wrist is bent inwards while a person is grabbing their
thumb within a fist.
If you leave de Quervain’s untreated, it can cause permanent
damage to your range of motion or cause the tendon sheath to
15 burst. Physiotherapy could give solution to your problem. Your
physiotherapist will guide and train you to perform strengthening exercises. These exercises will speed up the
healing process, help decrease inflammation, improve function, prevent recurrences, and reduce your
symptoms. There are some exercises that do not require any tools at all but for some other exercises you’ll need
equipments like putty ball, elastic resistance band, rubber band and small weight. If you don’t have a weight at
20 home, you can use a hammer or a full water bottle.
You can do strengthening exercises to heal De Quervain’s syndrome a few times throughout the day. But
there are a few things you must remember. It’s important for you to perform certain exercises consistently to
reduce your symptoms and prevent flare-ups. Make sure you don’t cause any additional stress or strain by
overdoing it. If this happens, you may need to do fewer repetitions or take a break for a few days. Only stretch
25 as far as your own edge. Don’t force yourself into any position. Make sure you refrain from doing any jerky
movements. Last but not least, keep your movements even, slow, and smooth.

4. Read the text in Activity 3 again. Choose the correct answers.

1. Paragraph 1 is shows the ___ of De Quervain 5. The following are examples of exercise tools for
syndrome. De Quervain syndrome EXCEPT ___.
(A) examples (A) resistance band
(B) definition  (B) putty ball
(C) causes (C) spring grip 
2. Having De Quervain syndrome, the pain DOES 6. To apply CSR, companies can partner with ___.
NOT increase when you ___. (A) Special institutions
(A) rotate our hand (B) Universities 
(B) grip our wrist (C) Agencies
(C) raise our hand 
7. The mass media mentioned in the essay are ___.
3. The phrase “special test” in line 10 means ___. (A) Online
(A) physical examination  (B) Print media
(B) rheumatic disease (C) Television 
(C) repetitive movement
8. The word ‘jerky’ in line 25 means ___.
4. Your physiotherapist will ___ you to exercise. (A) even movements
(A) diagnose and heal (B) quick and sudden 
(B) guide and train  (C) slow and smooth
(C) reduce your symptoms

| PAGE 4 | ENGLISH FOR EMPLOYEES 1 by Ratih Soe

 Explore
5. Read the instructions in each exercise. Label the pictures.
Thumb Lift Exercises for De Quervain’s syndrome
Exercise 1
1. Place your hand on a flat surface with your palm facing up.
2. Rest the tip of your thumb at the base of your fourth finger.
3. Lift your thumb away from your palm so it’s nearly perpendicular to the forefinger side of your hand. You’ll
feel a stretch at the back of your thumb and across your palm.
4. Keep your thumb extended for about 6 seconds and release.
5. Repeat 8 to 12 times.
Exercise 2
1. Place your hand on a flat surface like a table with your palm facing up.
2. Lift your thumb and your pinky.
3. Gently press the tips of your thumb and pinky together. You’ll feel a stretch at the base of your thumb.
4. Hold this position for 6 seconds.
5. Release and repeat 10 times.
Exercise 3
1. Extend your arm in front of you as though you’re about to shake someone’s hand. You can rest it on a table
for support.
2. Use your other hand to bend your thumb down at the base of the thumb where it connects to the palm.
You’ll feel a stretch at the base of your thumb and the inside of your wrist.
3. Hold for at least 15 to 30 seconds. Repeat 5 to 10 times.

____ ____ ____

6. Work in pairs. Use an exercise from Activity 5 to do a role-play between a physiotherapist and a patient.
Add other exercises you like. To finish, the physiotherapist reminds the patient to exercise regularly.

7. Work in groups. Complete the chart.

Diagnose Signs and
No Patient Instructions
symptoms
1.

2.

3.

ENGLISH FOR EMPLOYEES 1 | by Ratih Soe | PAGE 5 |

8. Work in pairs. Complete the conversations.

FD: You’ll have Ms. Dyta

Pa: Is there any electric as your FD: Oh, really? That
FD: You look pale. Are
socket? I need to physiotherapist, sounds terrible. How
you feeling OK?
recharge my phone. miss. She’s waiting can I help you?
Pa: _______________.
FD: _______________. over there. Pa: _______________.
Pa: _______________.

FD: OK. Now, please tell FD: So, you had an

FD: Are you feeling all
me about yourself. appointment with
FD: So, how long will you right? Here, let me
What’s you name? Mr. Alif at 2 o’clock.
be in Jakarta? help you with your
Where are you Pa:
Pa: _______________. bag.
from? _____________
Pa: _______________.
Pa: _______________. __?

FD:
FD: _____________
FD: _______________. _____________ __? FD: _______________.
Pa: Oh, I’m sorry. I left __? Pa: I’m sorry but I have Pa: How about Ms. Ani,
my glasses at Pa: My name’s Nohara to cancel my is she in today? I
home. I can’t read Shinozuke. I made an appointment. I’m don’t want a new
the form. appointment with going to have a physiotherapist.
Ms. Nisa. press conference to
attend tomorrow.

FD: _______________.
FD: _______________.
Pa: Could you tell the
Pa: That’s OK. I think all FD: _______________. FD: _______________.
the physiotherapist
the Pa: All right, miss. Thank Pa: It’s OK. That won’t
to wait a moment?
physiotherapists you very much. be a problem.
It’s an important
here are good.
call.

Pa.:
Pa.: _______________.
FD: I’m sorry for the _____________
FD: Oh, you broke your Pa.: _______________.
long wait. All the __?
glasses? I’m sorry FD: Oh, I’m sorry to hear
physiotherapists FD: Yes, Mr. Park.
to hear that. Don’t that. I hope you get
are busy right now. You’re scheduled to
worry. I’ll help you well soon.
Pa.: _______________. see Ms. Valent at
with the form.
9:30.

Pa.:
Pa.: _______________.
Pa.: _______________. Pa.: _______________. _____________
FD: This way please.
FD: Don’t worry. All our FD: Don’t worry. All our __?
Your
physiotherapists physiotherapists FD: I’m sorry but you
physiotherapists is
are skillful. are well-trained. haven’t made any
ready.
appointment.

| PAGE 6 | ENGLISH FOR EMPLOYEES 1 by Ratih Soe

Pa.: Hello, I’m Pierre Pa.: Do you think it will
Ledoux. Can I make hurt? It’s my first FD: Hi. Could I be of any
FD: Hello. Can I help you?
an appointment for time seeing a help?
Pa: _______________.
tomorrow? physiotherapist. Pa: _______________.
FD: _______________. FD: _______________.

Pa.: Good morning. I’m

Pa.: Excuse me, what’s here to see Mr.
Pa.: Excuse me, where’s FD: Good morning. How
the password for Taufik.
the restroom? can I help you?
the WiFi? FD:
FD: _______________. Pa: _______________.
FD: _______________. _____________
__?

Ph.: What problems have

Ph.: So, what’s been Ph.: Okay, now I’d like to
you been having, Ph.: What has (what’s)
troubling you, Mr. know about your
Mrs. Hull? How can I been bothering you?
Kasparov? symptoms.
help you? Pa.: _______________.
Pa.: _______________. Pa.: _______________.
Pa.: _______________.

Pa.: I have to leave my Ph.: So you’ve been

Ph.: Tell me more about Ph.: Anything else at all?
shoes here? These having difficulty
the backache. Did I get that right?
are Manolo Blahnik! bending your knees.
Pa.: _______________. Pa.: _______________.
FD: _______________. Pa.: _______________.

Ph.:
_____________ Ph.: Before I start the Pa.: I have a spreading
Ph.: When did it start?
__? therapy, is there pain in my right leg.
What makes it
Pa.: I’ve been having anything else you Ph.:
worse?
backache, and I want to ask about? _____________
Pa.: _______________.
become tired more Pa.: _______________. __?
easily than usual.

Ph.: When did the

Ph.: What is the pain Ph.: What does the pain Ph.: Where is the pain?
symptom begin?
like? How long did feel like? What Was it triggered by
Where was the pain
they last? makes it better? something specific?
localized?
Pa.: _______________. Pa.: _______________. Pa.: _______________.
Pa.: _______________.

Ph.: Ph.:
Pa.: It really hurts when I
_____________ _____________ Ph: Now bend your right
sit for a long time.
__? __? wrist inwards and
Ph.:
Pa.: The pain in the Pa.: The thumb joint grab yourthumb
_____________
thumb has been pain has become a within your fist.
__?
irritating and big hindrance on my Pa.: _______________.
affecting my ability life.

ENGLISH FOR EMPLOYEES 1 | by Ratih Soe | PAGE 7 |

 to perform simple
tasks.

Pa.: The low back pain Pa.: My range of motion

has made my life and grip strength
Ph.: Have you noticed Ph.: I think you have a
miserable. has worsened lately.
anything else? tendinitis.
Ph.: Ph.:
Pa.: _______________. Pa.: _______________.
_____________ _____________
__? __?

Ph.: Ph.: Did you exercise Ph.:

_____________ without warming up _____________ Ph.: Did make a sudden
__? first, or did you __? movement while
Pa.: Sometimes the pain make a sudden Pa.: The outer part of dancing?
spreads to my movement? my right elbow has Pa.: _______________.
toes. Pa.: _______________. become so painful.

Ph.: How many hours a

Ph.: What kind of sport day do you work
do you do? with your
Pa.: _______________. computer?
Pa.: _______________.
Ph.: How many hours a
Ph.: Do you exercise at
day do you ride your
all?
motorbike
Pa.: _______________.
Pa.: _______________.

Ph.: So, did you exercise

your thumb Ph.: So, you were skiing Ph.: On the scale of 1 to
Ph.: Does it hurt when I
everyday, Ms. and you fell to the 10, how would you
do this, Mrs. Hull?
Jayapal? side? rate your pain?
Pa.: _______________.
Pa.: _______________. Pa.: _______________. Pa.: _______________.

Ph.:
Ph.: On the scale of 1 to Ph.: Tell me more about Ph.: When you fell onto _____________
10, how painful is the pain in your the floor, did you __?
it? shoulder. land on your hands? Pa.: I’ve been having
Pa.: _______________. Pa.: _______________. Pa.: _______________. difficulty lifting my
left arm.

Pa.: I’ve been feeling Ph.: Before I use this

Ph.: What were you
painful in here. tool, is there Pa.: Will that tool hurt
doing when the
Ph.: anything else you me?
accident happened?
_____________ want to ask about? Ph.: _______________.
Pa.: _______________.
__? Pa.: _______________.

| PAGE 8 | ENGLISH FOR EMPLOYEES 1 by Ratih Soe

 Ph.: Where is the pain?
Ph.: Does the pain last Ph.: Does it feel better Ph.: What do you do for Was it triggered by
shorter? now? a living? a certain
Pa.: _______________. Pa.: _______________. Pa.: _______________. movement?
Pa.: _______________.

Pa.: The pain has made Pa.: It really hurts when I Ph.:
Ph: Now bend your right
it impossible for me stand up for a long _____________
wrist inwards and
to drive. time. __?
grab yourthumb
Ph.: Ph.: Pa.: The knee joint pain
within your fist.
_____________ _____________ has made my life
Pa.: _______________.
__? __? unbearable.

ENGLISH FOR EMPLOYEES 1 | by Ratih Soe | PAGE 9 |