Donald Caldwell & Sve Brook

Pocket Guide
to Everyday Conversaional
English

Odessa
Publisher Alexander Fridman
2014
808’.042 PE1413 Contents
УДК 811.111(410)(036)
ББК 81.2(4Вел)я2
С 16 Introducion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
PART 1. Art of Small Talk
Chapter 1. Greeings
Informal Greeing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
General Greeing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Formal Greeing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Check Point – Greeings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Chapter 2. Introducions
Introducing Yourself – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Introducing Yourself – Formal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Introducing Others – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Introducing Others – Formal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
What to Say When You Are Introduced to Someone . . . . . . . . . . . . . . 15
Dialogue: Informal Introducion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Check Point – Introducions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 3. Small Talk

Dialogue: Informal Small Talk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Donald Caldwell & Sve Brook
С 16 Pocket Guide to Everyday Conversaional English. — Odessa: Dialogue: Formal Small Talk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Publisher Alexander Fridman, 2014. — 134 р. Quesions Appropriate in Small Talk . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
ISBN 978-966-96181-36-7
Talking about Weather . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
The Pocket Guide to Everyday Conversaional English is a manual about
modern spoken Briish English and as such is essenial for everyone who needs Dialogue: Small Talk about the Weather . . . . . . . . . . . . . . . . . . . . . . . 19
to use conversaional English language.
Talking about Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
ISBN 978-966-96181-36-7 © Donald Caldwell & Sve Brook, 2014
Check Point – Small Talk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
808’.042 PE1413 Contents
УДК 811.111(410)(036)
ББК 81.2(4Вел)я2
С 16 Introducion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
PART 1. Art of Small Talk
Chapter 1. Greeings
Informal Greeing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
General Greeing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Formal Greeing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Check Point – Greeings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Chapter 2. Introducions
Introducing Yourself – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Introducing Yourself – Formal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Introducing Others – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Introducing Others – Formal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
What to Say When You Are Introduced to Someone . . . . . . . . . . . . . . 15
Dialogue: Informal Introducion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Check Point – Introducions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Chapter 3. Small Talk

Dialogue: Informal Small Talk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Donald Caldwell & Sve Brook
С 16 Pocket Guide to Everyday Conversaional English. — Odessa: Dialogue: Formal Small Talk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Publisher Alexander Fridman, 2014. — 134 р. Quesions Appropriate in Small Talk . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
ISBN 978-966-96181-36-7
Talking about Weather . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
The Pocket Guide to Everyday Conversaional English is a manual about
modern spoken Briish English and as such is essenial for everyone who needs Dialogue: Small Talk about the Weather . . . . . . . . . . . . . . . . . . . . . . . 19
to use conversaional English language.
Talking about Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
ISBN 978-966-96181-36-7 © Donald Caldwell & Sve Brook, 2014
Check Point – Small Talk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Chapter 4. How to Agree and Disagree
Informal Agreeing to DO Something . . . . . . . . . . . . . . . . . . . . . . . . . 22
General Agreeing to DO Something . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Formal Agreeing to DO Something . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Check Point – Agreeing to DO Something . . . . . . . . . . . . . . . . . . . . . 23
Informal Agreeing with Someone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
General Agreeing with Someone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Check Point – Agreeing with Someone . . . . . . . . . . . . . . . . . . . . . . . . 24
Informal Agreeing When Ofered Something . . . . . . . . . . . . . . . . . . . 25
General Agreeing When Ofered Something . . . . . . . . . . . . . . . . . . . 25
Informal Disagreeing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
General Disagreeing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Check Point – Disagreeing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Dialogue: Informal Yes/No Conversaion . . . . . . . . . . . . . . . . . . . . . . . 28
Dialogue: Formal Yes/No Conversaion . . . . . . . . . . . . . . . . . . . . . . . . 28
Chapter 5. Apologies, Requests, Thanks
Informal Apologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Formal Apologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Apology to Atract Someone’s Atenion . . . . . . . . . . . . . . . . . . . . . . . 30
Apology When Asking Someone to Repeat Something . . . . . . . . . . . . 30
Check Point – Apologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
General Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Formal Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Asking for Instrucions – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Check Point – Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Informal Thanking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
General Thanking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Formal Thanking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Check Point – Thanking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Check Point – Response to Thanking . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Chapter 6. Arrangements, Explanaions, Complaining
Informal Arrangements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
General Arrangements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Check Point – Making Arrangements . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Expressing Your Opinion – General . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Asking for Explanaion – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Providing Explanaion – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Informal Asking What Someone Wants from You . . . . . . . . . . . . . . . . 39
Dialogue: Informal Asking What Someone Wants from You . . . . . . . 39
Dialogue: Asking What Someone Wants from You . . . . . . . . . . . . . . . 40
Formal Asking What Someone Wants from You . . . . . . . . . . . . . . . . . 40
Dialogue: Formal Asking What Someone Wants from You . . . . . . . . . 40
Check Point – Asking What Someone Wants from You . . . . . . . . . . . . 41
Expressing Doubt – Informal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Expressing Doubt – General. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Complaining- General. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Complaining – Formal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Check Point – Complaining . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Chapter 7. Expressing Emoions
Like – Informal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Likes and Dislikes – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Expressing Surprise – Informal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Expressing Surprise – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Congratulaions – Informal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Congratulaions – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Chapter 4. How to Agree and Disagree
Informal Agreeing to DO Something . . . . . . . . . . . . . . . . . . . . . . . . . 22
General Agreeing to DO Something . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Formal Agreeing to DO Something . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Check Point – Agreeing to DO Something . . . . . . . . . . . . . . . . . . . . . 23
Informal Agreeing with Someone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
General Agreeing with Someone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Check Point – Agreeing with Someone . . . . . . . . . . . . . . . . . . . . . . . . 24
Informal Agreeing When Ofered Something . . . . . . . . . . . . . . . . . . . 25
General Agreeing When Ofered Something . . . . . . . . . . . . . . . . . . . 25
Informal Disagreeing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
General Disagreeing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Check Point – Disagreeing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Dialogue: Informal Yes/No Conversaion . . . . . . . . . . . . . . . . . . . . . . . 28
Dialogue: Formal Yes/No Conversaion . . . . . . . . . . . . . . . . . . . . . . . . 28
Chapter 5. Apologies, Requests, Thanks
Informal Apologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Formal Apologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Apology to Atract Someone’s Atenion . . . . . . . . . . . . . . . . . . . . . . . 30
Apology When Asking Someone to Repeat Something . . . . . . . . . . . . 30
Check Point – Apologies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
General Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Formal Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Asking for Instrucions – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Check Point – Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Informal Thanking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
General Thanking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Formal Thanking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Check Point – Thanking . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Check Point – Response to Thanking . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Chapter 6. Arrangements, Explanaions, Complaining
Informal Arrangements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
General Arrangements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Check Point – Making Arrangements . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Expressing Your Opinion – General . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Asking for Explanaion – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Providing Explanaion – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Informal Asking What Someone Wants from You . . . . . . . . . . . . . . . . 39
Dialogue: Informal Asking What Someone Wants from You . . . . . . . 39
Dialogue: Asking What Someone Wants from You . . . . . . . . . . . . . . . 40
Formal Asking What Someone Wants from You . . . . . . . . . . . . . . . . . 40
Dialogue: Formal Asking What Someone Wants from You . . . . . . . . . 40
Check Point – Asking What Someone Wants from You . . . . . . . . . . . . 41
Expressing Doubt – Informal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Expressing Doubt – General. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Complaining- General. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Complaining – Formal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Check Point – Complaining . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Chapter 7. Expressing Emoions
Like – Informal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Likes and Dislikes – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Expressing Surprise – Informal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Expressing Surprise – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Congratulaions – Informal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Congratulaions – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
 Check Point – Expressing Surprise . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Expressing Sympathy – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
What to Say on Someone’s Death – General . . . . . . . . . . . . . . . . . . . .
What to Say on Someone’s Death – Formal . . . . . . . . . . . . . . . . . . . . .
Expressing Disappointment – General . . . . . . . . . . . . . . . . . . . . . . . . .
Expressing Disappointment – Formal . . . . . . . . . . . . . . . . . . . . . . . . . .
Check Point – Expressing Sympathy and Disappointment . . . . . . . . .
Expressing Being Upset – General . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Expressing Being Upset – Formal . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Check Point – Expressing Being Upset . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 8. How to Say Good Bye
Saying Good Bye – Informal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Saying Good Bye – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Using an Excuse to End a Conversaion . . . . . . . . . . . . . . . . . . . . . . . . 52
Chapter 9. Talking about Direcions
Asking for Direcions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Useful Terminology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Geing Driving Direcions – Example . . . . . . . . . . . . . . . . . . . . . . . . . .
Giving Direcions – Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Giving Direcions in a Building – Example. . . . . . . . . . . . . . . . . . . . . . .
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 10. Talking about Dates
Useful Terminology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Chapter 11. Talking about Time
12 Hour Clock Notaion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
24 Hour Clock Notaion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Check Point – Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
45 Chapter 12. Talking about Names . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
47 Chapter 13. Talking about Address . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
47
Chapter 14. Talking about Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . 64
47
47 Chapter 15. Asking for Toilets and Baby Changing Rooms
48 Toilet Talk – Informal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
48 Toilet Talk – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
49 Toilet Talk – Formal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
49 Baby Changing Rooms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
50
50
PART 2. Daily Life Events
Chapter 1. Eaing Out
Making a Restaurant Reservaion by Telephone . . . . . . . . . . . . . . . . . 67
Dialogue: Making a Restaurant Reservaion. . . . . . . . . . . . . . . . . . . . . 67
Walking in a Restaurant without a Reservaion . . . . . . . . . . . . . . . . . . 68
Placing an Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
53
53 During the Meal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
54 Ater the Meal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
54 Dialogue: In a Fast Food Restaurant . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
54 Dialogue: In a Café . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
55 Dialogue: In a Restaurant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Chapter 2. Going Out for a Drink
Invitaion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Happy Hour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Drinks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Visiing a Pub or a Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Dialogue: In a Pub . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
 Check Point – Expressing Surprise . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Expressing Sympathy – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
What to Say on Someone’s Death – General . . . . . . . . . . . . . . . . . . . .
What to Say on Someone’s Death – Formal . . . . . . . . . . . . . . . . . . . . .
Expressing Disappointment – General . . . . . . . . . . . . . . . . . . . . . . . . .
Expressing Disappointment – Formal . . . . . . . . . . . . . . . . . . . . . . . . . .
Check Point – Expressing Sympathy and Disappointment . . . . . . . . .
Expressing Being Upset – General . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Expressing Being Upset – Formal . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Check Point – Expressing Being Upset . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 8. How to Say Good Bye
Saying Good Bye – Informal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Saying Good Bye – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Using an Excuse to End a Conversaion . . . . . . . . . . . . . . . . . . . . . . . . 52
Chapter 9. Talking about Direcions
Asking for Direcions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Useful Terminology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Geing Driving Direcions – Example . . . . . . . . . . . . . . . . . . . . . . . . . .
Giving Direcions – Example . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Giving Direcions in a Building – Example. . . . . . . . . . . . . . . . . . . . . . .
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Chapter 10. Talking about Dates
Useful Terminology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Chapter 11. Talking about Time
12 Hour Clock Notaion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
24 Hour Clock Notaion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Check Point – Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
45 Chapter 12. Talking about Names . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
47 Chapter 13. Talking about Address . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
47
Chapter 14. Talking about Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . 64
47
47 Chapter 15. Asking for Toilets and Baby Changing Rooms
48 Toilet Talk – Informal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
48 Toilet Talk – General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
49 Toilet Talk – Formal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
49 Baby Changing Rooms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
50
50
PART 2. Daily Life Events
Chapter 1. Eaing Out
Making a Restaurant Reservaion by Telephone . . . . . . . . . . . . . . . . . 67
Dialogue: Making a Restaurant Reservaion. . . . . . . . . . . . . . . . . . . . . 67
Walking in a Restaurant without a Reservaion . . . . . . . . . . . . . . . . . . 68
Placing an Order . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
53
53 During the Meal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
54 Ater the Meal. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
54 Dialogue: In a Fast Food Restaurant . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
54 Dialogue: In a Café . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
55 Dialogue: In a Restaurant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Chapter 2. Going Out for a Drink
Invitaion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Happy Hour . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Drinks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Visiing a Pub or a Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Dialogue: In a Pub . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Chapter 3. Shopping
Shopping in Supermarkets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Useful Terminology – Food and Household Goods . . . . . . . . . . . . . . . 78
Dialogue: At a Supermarket Till . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Shopping Over the Counter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Dialogue: At a Delicatessen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Shopping in a Department Store . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Useful Terminology – Department Store . . . . . . . . . . . . . . . . . . . . . . . 81
Useful Terminology – Trying Something On . . . . . . . . . . . . . . . . . . . . . 82
Dialogue: In a Shoe Shop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Buying Electrical Goods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Useful Terminology – Electrical Goods . . . . . . . . . . . . . . . . . . . . . . . . . 84
Dialogue: In an Electrical Goods Store . . . . . . . . . . . . . . . . . . . . . . . . . 84
Replying to an Advert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Dialogue: Buying a Second Hand Car . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Chapter 4. Queuing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Chapter 5. Money Maters
Money Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Money Exchange. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Credit Card not Accepted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Dialogue: Problems with Credit Card . . . . . . . . . . . . . . . . . . . . . . . . . 90
Chapter 6. Health
Arranging Medical Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Dialogue: Arranging Medical Assistance . . . . . . . . . . . . . . . . . . . . . . . . 92
Talking to a Doctor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Useful Terminology for Symptoms . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Dialogue: Visiing a Doctor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Dialogue: Visiing a Hospital . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
In the Pharmacy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Dialogue: In a Pharmacy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Chapter 7. Reporing Crime to the Police
Dialogue: Emergency Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Dialogue: Police Staion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Chapter 8. Hotels
Making a Reservaion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Dialogue: Making a Reservaion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Cancelling or Changing a Reservaion . . . . . . . . . . . . . . . . . . . . . . . . 100
Dialogue: Cancelling a Reservaion . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Arriving at the Hotel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Dialogue: Arriving at the Hotel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Staying in a Hotel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Dialogue: Calling Room Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Checking Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Dialogue: Checking Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Chapter 9. Public Transport and Taxi
Public Transport . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Useful Terminology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Dialogue: On a Bus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Taxi . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Useful Terminology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Dialogue: In a Taxi . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Chapter 10. Travel Arrangements – Tickets
Dialogue: Booking Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Chapter 11. Travelling – Train, Coach
Useful Terminology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Dialogue: Travelling on a Train . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Chapter 3. Shopping
Shopping in Supermarkets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Useful Terminology – Food and Household Goods . . . . . . . . . . . . . . . 78
Dialogue: At a Supermarket Till . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Shopping Over the Counter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Dialogue: At a Delicatessen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Shopping in a Department Store . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Useful Terminology – Department Store . . . . . . . . . . . . . . . . . . . . . . . 81
Useful Terminology – Trying Something On . . . . . . . . . . . . . . . . . . . . . 82
Dialogue: In a Shoe Shop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Buying Electrical Goods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Useful Terminology – Electrical Goods . . . . . . . . . . . . . . . . . . . . . . . . . 84
Dialogue: In an Electrical Goods Store . . . . . . . . . . . . . . . . . . . . . . . . . 84
Replying to an Advert . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Dialogue: Buying a Second Hand Car . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Chapter 4. Queuing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Chapter 5. Money Maters
Money Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Money Exchange. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Credit Card not Accepted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
Dialogue: Problems with Credit Card . . . . . . . . . . . . . . . . . . . . . . . . . 90
Chapter 6. Health
Arranging Medical Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Dialogue: Arranging Medical Assistance . . . . . . . . . . . . . . . . . . . . . . . . 92
Talking to a Doctor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Useful Terminology for Symptoms . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Dialogue: Visiing a Doctor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Dialogue: Visiing a Hospital . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
In the Pharmacy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Dialogue: In a Pharmacy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Chapter 7. Reporing Crime to the Police
Dialogue: Emergency Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Dialogue: Police Staion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Chapter 8. Hotels
Making a Reservaion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Dialogue: Making a Reservaion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Cancelling or Changing a Reservaion . . . . . . . . . . . . . . . . . . . . . . . . 100
Dialogue: Cancelling a Reservaion . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Arriving at the Hotel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Dialogue: Arriving at the Hotel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
Staying in a Hotel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Dialogue: Calling Room Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Checking Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Dialogue: Checking Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
Chapter 9. Public Transport and Taxi
Public Transport . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Useful Terminology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
Dialogue: On a Bus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Taxi . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Useful Terminology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
Dialogue: In a Taxi . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Chapter 10. Travel Arrangements – Tickets
Dialogue: Booking Tickets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
Chapter 11. Travelling – Train, Coach
Useful Terminology. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Dialogue: Travelling on a Train . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
Chapter 12. Air Travel
Useful Terminology – Airport . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Dialogue: Airport, Check-in Desk. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Dialogue: Missed Connecing Flight . . . . . . . . . . . . . . . . . . . . . . . . . . 118
On a Plane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Dialogue: On a Plane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Dialogue: Lost Luggage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Chapter 13. Border Control and Customs
Dialogue: Border Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Customs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Dialogue: At Customs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Chapter 14. Car Rental
Hiring a Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Dialogue: Hiring a Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Collecing a Hire Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Dialogue: Collecing a Hire Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Returning a Hire Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Dialogue: Returning a Hire Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Chapter 15. Social Events
A Party . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Wedding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Funeral. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Introduction
This book is for everyone who needs to improve their conversaional
English skills. These days many people ind themselves in situaions where
they need to use English language as a means of general communicaion.
It may be a business trip, holidays, studying abroad and interacing via
social networks or face to face. The Pocket Guide is an essenial tool for
those who have already studied English as a foreign language but sill ind
it diicult to communicate in English in daily situaions. This book breaks
down the language barriers and makes communicaion easy. It is based on
the authors’ experience in teaching English to foreign students.
There are two parts to this book. Part One, Art of Small Talk deals with
diferent parts of a general conversaion i.e., greeings, apologies etc.
and teaches how to communicate depending on the level of formality,
e.g. informal (interacions with friends and family), general (suitable for
most situaions) and formal (oicial communicaion). Part Two, Daily
Life Events shows how to communicate in the most common situaions,
e.g. while shopping, travelling, transferring money etc. and provides the
vocabulary required for eicient communicaion in those situaions.
11
Chapter 12. Air Travel
Useful Terminology – Airport . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Dialogue: Airport, Check-in Desk. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Dialogue: Missed Connecing Flight . . . . . . . . . . . . . . . . . . . . . . . . . . 118
On a Plane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Dialogue: On a Plane . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119
Dialogue: Lost Luggage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Chapter 13. Border Control and Customs
Dialogue: Border Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Customs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Dialogue: At Customs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Chapter 14. Car Rental
Hiring a Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Dialogue: Hiring a Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Collecing a Hire Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Dialogue: Collecing a Hire Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127
Returning a Hire Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Dialogue: Returning a Hire Car . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Chapter 15. Social Events
A Party . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Wedding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Funeral. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Introduction
This book is for everyone who needs to improve their conversaional
English skills. These days many people ind themselves in situaions where
they need to use English language as a means of general communicaion.
It may be a business trip, holidays, studying abroad and interacing via
social networks or face to face. The Pocket Guide is an essenial tool for
those who have already studied English as a foreign language but sill ind
it diicult to communicate in English in daily situaions. This book breaks
down the language barriers and makes communicaion easy. It is based on
the authors’ experience in teaching English to foreign students.
There are two parts to this book. Part One, Art of Small Talk deals with
diferent parts of a general conversaion i.e., greeings, apologies etc.
and teaches how to communicate depending on the level of formality,
e.g. informal (interacions with friends and family), general (suitable for
most situaions) and formal (oicial communicaion). Part Two, Daily
Life Events shows how to communicate in the most common situaions,
e.g. while shopping, travelling, transferring money etc. and provides the
vocabulary required for eicient communicaion in those situaions.
11
PART 1. Art of Small Talk
Chapter 1. Greeings
It is important to start a conversaion on the right note. The irst
impression may have a long-lasing efect. Keep it in mind, that in English
some greeings are more formal than others.
Informal Greeting
Hi is the most common informal greeing.
Notes
• Generally, when replying to someone’s greeing I would advise
to reply on the same level, i.e. if you are greeted with Good
morning, you should say Good morning back and not Hi or
Hello.
• In Briish and American tradiions it is expected that both paries
appear friendly. Please remember that and smile when greeing
a person or being greeted.
• When it comes to handshakes and kisses the rules of eiquete
can be complicated. Take the lead from the person you are
meeing – if they ofer their hand, you should accept the
handshake. If they give you a kiss on the cheek (which is
common when meeing with the family members) you accept it.

Hi, Mike. Check Point – Greetings

Hi, Natasha. Q. How will you greet Simon Ross in the following scenarios?

When meeing a group of friends or colleagues you can say: 1. Simon Ross is your workmate.
‘Hi everyone’. 2. Simon Ross is your immediate manager.
In the UK you may hear people saying Hiya, which is even more informal. 3. Simon Ross is a senior boss.
4. Simon Ross is a recepionist in the hotel where you are staying.
General Greeting 5. Simon Ross is a client staying in the hotel where you are a
recepionist.
Hello can be used in most situaions.
6. Simon Ross is a doctor treaing you.
Hello, Mrs Clark. List of possible answers
Hello, Mr Carson. (please note, in some cases there are several correct opions)
A. Hi.
When meeing a group of your male friends you can say: ‘Hello guys’. B. Hi, Si.
When someone is entering your home or joining you group you can C. Hello.
greet them by saying Welcome. D. Hello, Simon.
E. Morning.
Formal Greeting F. Good Morning, Simon.
Good morning, Good aternoon and Good evening are used in formal G. Good Morning.
situaions, for example when meeing people at work or when arriving H. Good Morning, Sir.
for a job interview. I. Good Morning, Mr Ross.
J. Good Morning, Dr Ross.
Good morning, Dr Parker.
Good morning, Sir.
12 13
PART 1. Art of Small Talk
Chapter 1. Greeings
It is important to start a conversaion on the right note. The irst
impression may have a long-lasing efect. Keep it in mind, that in English
some greeings are more formal than others.
Informal Greeting
Hi is the most common informal greeing.
Notes
• Generally, when replying to someone’s greeing I would advise
to reply on the same level, i.e. if you are greeted with Good
morning, you should say Good morning back and not Hi or
Hello.
• In Briish and American tradiions it is expected that both paries
appear friendly. Please remember that and smile when greeing
a person or being greeted.
• When it comes to handshakes and kisses the rules of eiquete
can be complicated. Take the lead from the person you are
meeing – if they ofer their hand, you should accept the
handshake. If they give you a kiss on the cheek (which is
common when meeing with the family members) you accept it.

Hi, Mike. Check Point – Greetings

Hi, Natasha. Q. How will you greet Simon Ross in the following scenarios?

When meeing a group of friends or colleagues you can say: 1. Simon Ross is your workmate.
‘Hi everyone’. 2. Simon Ross is your immediate manager.
In the UK you may hear people saying Hiya, which is even more informal. 3. Simon Ross is a senior boss.
4. Simon Ross is a recepionist in the hotel where you are staying.
General Greeting 5. Simon Ross is a client staying in the hotel where you are a
recepionist.
Hello can be used in most situaions.
6. Simon Ross is a doctor treaing you.
Hello, Mrs Clark. List of possible answers
Hello, Mr Carson. (please note, in some cases there are several correct opions)
A. Hi.
When meeing a group of your male friends you can say: ‘Hello guys’. B. Hi, Si.
When someone is entering your home or joining you group you can C. Hello.
greet them by saying Welcome. D. Hello, Simon.
E. Morning.
Formal Greeting F. Good Morning, Simon.
Good morning, Good aternoon and Good evening are used in formal G. Good Morning.
situaions, for example when meeing people at work or when arriving H. Good Morning, Sir.
for a job interview. I. Good Morning, Mr Ross.
J. Good Morning, Dr Ross.
Good morning, Dr Parker.
Good morning, Sir.
12 13
Answers: Chapter 2. Introducions
1 A, B, C, D, E, F, G
2 C, D, E, F, G (A and B are possible if Simon is really friendly with you I n t r o d u c i n g Yo u r s e l f – G e n e r a l
and he likes being called Si) If you want to introduce yourself you may say My name’s… or I’m….
3 G, I (I would avoid C as it makes you sound a bit disrespecful or
simple) Hi, my name’s Alex. I am from Russia.
4 A, C, E, G Hi Alex, I’m Jen. I am Briish.
5 H, I
6 G, I, J I n t r o d u c i n g Yo u r s e l f – F o r m a l
In a formal situaion when there is no one to introduce you, use
May I introduce myself. I am…

Good Aternoon, may I introduce myself. I’m Anita Benesh,

the new Programme Manager.

Introducing Others – General

When introducing someone else, use This is….When introducing more
than one person, use These are….

This is my girlfriend Olga.

These are my workmates Kenny and Libby.
Keiko, this is Eva Black. Eva, this is Keiko Maranon.

Introducing Others – Formal

When introducing someone else in a formal situaion, you may use May I
introduce… or I am delighted to introduce….

May I introduce my partner Johann.

Dear everyone, I am delighted to introduce Leonie Leon,
who is our new sponsor.

W h a t t o S a y W h e n Yo u A r e I n t r o d u c e d t o S o m e o n e
When you are introduced to someone you can say Hi or Hello.
In a formal situaion add Nice to meet you or Pleased to meet you.

Dialogue: Informal Introduction

Felix introduces his sister Anna to Ella, his next-door neighbour.

14 15
Answers: Chapter 2. Introducions
1 A, B, C, D, E, F, G
2 C, D, E, F, G (A and B are possible if Simon is really friendly with you I n t r o d u c i n g Yo u r s e l f – G e n e r a l
and he likes being called Si) If you want to introduce yourself you may say My name’s… or I’m….
3 G, I (I would avoid C as it makes you sound a bit disrespecful or
simple) Hi, my name’s Alex. I am from Russia.
4 A, C, E, G Hi Alex, I’m Jen. I am Briish.
5 H, I
6 G, I, J I n t r o d u c i n g Yo u r s e l f – F o r m a l
In a formal situaion when there is no one to introduce you, use
May I introduce myself. I am…

Good Aternoon, may I introduce myself. I’m Anita Benesh,

the new Programme Manager.

Introducing Others – General

When introducing someone else, use This is….When introducing more
than one person, use These are….

This is my girlfriend Olga.

These are my workmates Kenny and Libby.
Keiko, this is Eva Black. Eva, this is Keiko Maranon.

Introducing Others – Formal

When introducing someone else in a formal situaion, you may use May I
introduce… or I am delighted to introduce….

May I introduce my partner Johann.

Dear everyone, I am delighted to introduce Leonie Leon,
who is our new sponsor.

W h a t t o S a y W h e n Yo u A r e I n t r o d u c e d t o S o m e o n e
When you are introduced to someone you can say Hi or Hello.
In a formal situaion add Nice to meet you or Pleased to meet you.

Dialogue: Informal Introduction

Felix introduces his sister Anna to Ella, his next-door neighbour.

14 15
 F: Hi, Ella. Chapter 3. Small Talk
E: Hi, Felix.
F: Ella, this is my sister Anna. Anna, this is Ella, she is my Greeings are oten followed by the quesions How are you?, How are
neighbour. you doing?, How are things with you? Respond to the quesions saying
E: Hi Anna, nice to meet you. Not too bad or Same old (meaning ‘everything is the same’ and oten
A: Hi Ella, nice to meet you too. repeated twice) or I am good, thanks or I am ine, and you? Avoid
Notes talking about your personal and health problems at this point of the
• During introducion maintain eye contact with the person you conversaion. The whole point of such quesions is to start the general
are talking to. conversaion.
• Appear friendly and smile.
When you are really pleased to see the person, you may say:
Great to see you.
Check Point – Introductions
When meeing someone you have not seen for a while, you may say:
Q. You and your partner Jo came to a party where you bump into Simon Long ime no see.
Ross. How will you introduce Simon Ross in the following scenarios?
1. Simon Ross is your workmate. Hi Ben, long ime no see, how are you doing?
2. Simon Ross is your immediate manager. Hi buddy, great to see you. I am ine and you?
3. Simon Ross is a senior boss.
4. Simon Ross is a recepionist in the hotel where you are staying. Now it is ime for small talk to start. Do not under-esimate the
5. Simon Ross is a client staying in the hotel where you are a importance of small talk! Its main purpose is to ‘break the ice’, create a
recepionist. posiive atmosphere, ill in the gaps and let the dialogue begin.
List of possible answers (please note, in some cases there are several When doing small talk sick to the safe topics: weather, sport, travel,
correct opions) food, ilms, music etc. Avoid controversial or personal topics. Bear
A. Jo, this is Si. Si, this is my partner Jo. in mind that small talk gives you a chance to make a posiive irst
B. This is Si. impression on the person you have just met.
C. This is Simon.
D. Jo, this is Simon. Simon, this is my partner Jo. You can also use small talk to exchange some personal informaion:
E. This is Simon Ross.
I’m from Russia. Where are you from?
F. This is Mr Ross.
I’m from China, but I live in London now.
G. This is Mr Simon Ross.
H. May I introduce Mr Simon Ross.
I’m a sales rep. I work for a wholefoods company. What do you
Answers: do?
1. A, B, C, D I’m a student. I work as a freelance interpreter.
2. C, D
3. E, H I’m married with two kids. What about you?
4. C I’m not married, I live with my partner. We have a daughter
5. F, G of ive.
16 17
 F: Hi, Ella. Chapter 3. Small Talk
E: Hi, Felix.
F: Ella, this is my sister Anna. Anna, this is Ella, she is my Greeings are oten followed by the quesions How are you?, How are
neighbour. you doing?, How are things with you? Respond to the quesions saying
E: Hi Anna, nice to meet you. Not too bad or Same old (meaning ‘everything is the same’ and oten
A: Hi Ella, nice to meet you too. repeated twice) or I am good, thanks or I am ine, and you? Avoid
Notes talking about your personal and health problems at this point of the
• During introducion maintain eye contact with the person you conversaion. The whole point of such quesions is to start the general
are talking to. conversaion.
• Appear friendly and smile.
When you are really pleased to see the person, you may say:
Great to see you.
Check Point – Introductions
When meeing someone you have not seen for a while, you may say:
Q. You and your partner Jo came to a party where you bump into Simon Long ime no see.
Ross. How will you introduce Simon Ross in the following scenarios?
1. Simon Ross is your workmate. Hi Ben, long ime no see, how are you doing?
2. Simon Ross is your immediate manager. Hi buddy, great to see you. I am ine and you?
3. Simon Ross is a senior boss.
4. Simon Ross is a recepionist in the hotel where you are staying. Now it is ime for small talk to start. Do not under-esimate the
5. Simon Ross is a client staying in the hotel where you are a importance of small talk! Its main purpose is to ‘break the ice’, create a
recepionist. posiive atmosphere, ill in the gaps and let the dialogue begin.
List of possible answers (please note, in some cases there are several When doing small talk sick to the safe topics: weather, sport, travel,
correct opions) food, ilms, music etc. Avoid controversial or personal topics. Bear
A. Jo, this is Si. Si, this is my partner Jo. in mind that small talk gives you a chance to make a posiive irst
B. This is Si. impression on the person you have just met.
C. This is Simon.
D. Jo, this is Simon. Simon, this is my partner Jo. You can also use small talk to exchange some personal informaion:
E. This is Simon Ross.
I’m from Russia. Where are you from?
F. This is Mr Ross.
I’m from China, but I live in London now.
G. This is Mr Simon Ross.
H. May I introduce Mr Simon Ross.
I’m a sales rep. I work for a wholefoods company. What do you
Answers: do?
1. A, B, C, D I’m a student. I work as a freelance interpreter.
2. C, D
3. E, H I’m married with two kids. What about you?
4. C I’m not married, I live with my partner. We have a daughter
5. F, G of ive.
16 17
D i a l o g u e : I n f o r m a l S m a l l Ta l k
Daisy and Mandy work together; Mandy just came back from holidays.
D: Hello, Mandy.
M: Hi, Daisy, how are you?
D: Fine, thanks. Did you have a nice holiday?
M: Yes, thanks. I went to Florida. It was great. Have you been on
holidays this summer?
D: No, not yet. I am going to Cyprus in October.
M: Oh, lucky you!
D i a l o g u e : F o r m a l S m a l l Ta l k
Mr Stoneface is a inancial adviser and Mrs Appleby is one of his clients.
Mr S: Good morning, Mrs Appleby, how are you doing?
Mrs A: Good morning, Mr Stoneface, I am ine, thank you. And
you?
Mr S: Not too bad, not too bad. It’s a lovely day today, isn’t it?
Mrs A: It is a stunning day indeed. Are you looking forward for
the weekend?
Mr S: Oh yes, I am going to play golf on Saturday, weather
permiing. What about you? Any plans for the weekend?
Mrs A: I will do some gardening if it is not too cold outside.
Mr S: How lovely. I am sure you will enjoy it.
Q u e s t i o n s A p p r o p r i a t e i n S m a l l Ta l k
These are some of the quesions that are safe to ask when doing small talk:
Where are you from?
What languages do you speak?
Have you ever been to Italy?
Is it your irst visit to England?
How long are you staying in St Petersburg?
Are you enjoying it here?
Are you on holiday?
What do you do?
What do you think of the weather?
Do you like modern art?
18
Ta l k i n g a b o u t W e a t h e r
Talking about weather is an easy way to start a conversaion. It is also
good as a small talk iller.
There is always something to say about the weather:
It’s a lovely day today.
The weather is just awful.
I’m fed up with this rain.
We’ve been having great weather lately.
The sun is trying to come out.
It is so chilly.
I’m afraid we’re expecing a frost tonight.
It was snowing last night.
We were looded this summer.
The forecast is rain for this weekend.
D i a l o g u e : S m a l l Ta l k a b o u t t h e W e a t h e r
Arno and Benny are siing next to each other in the waiing room on a
train staion.
A: It’s a nice day today, isn’t it?
B: Indeed, the sun is out at last. It has been so cold lately.
A: Yes, the summer was just awful. It has been raining almost
every day.
B: We had heavy rains all through July and it’s nice now but the
weekend is not looking good.
A: Well, hopefully it will improve ater the weekend.
Ta l k i n g a b o u t H o l i d a y s
Talking about holidays is another perfect conversaion iller.
When talking about holidays that you had, use: I’ve been to … or I went
…ing in …
I’ve been to Turkey this summer. The weather was great. I fully
enjoyed it.
I went diving in the Maldives. It was wonderful.
Last year we went skiing in Austria. We stayed in a small hotel in
the Alps. It was awesome.
19
D i a l o g u e : I n f o r m a l S m a l l Ta l k
Daisy and Mandy work together; Mandy just came back from holidays.
D: Hello, Mandy.
M: Hi, Daisy, how are you?
D: Fine, thanks. Did you have a nice holiday?
M: Yes, thanks. I went to Florida. It was great. Have you been on
holidays this summer?
D: No, not yet. I am going to Cyprus in October.
M: Oh, lucky you!
D i a l o g u e : F o r m a l S m a l l Ta l k
Mr Stoneface is a inancial adviser and Mrs Appleby is one of his clients.
Mr S: Good morning, Mrs Appleby, how are you doing?
Mrs A: Good morning, Mr Stoneface, I am ine, thank you. And
you?
Mr S: Not too bad, not too bad. It’s a lovely day today, isn’t it?
Mrs A: It is a stunning day indeed. Are you looking forward for
the weekend?
Mr S: Oh yes, I am going to play golf on Saturday, weather
permiing. What about you? Any plans for the weekend?
Mrs A: I will do some gardening if it is not too cold outside.
Mr S: How lovely. I am sure you will enjoy it.
Q u e s t i o n s A p p r o p r i a t e i n S m a l l Ta l k
These are some of the quesions that are safe to ask when doing small talk:
Where are you from?
What languages do you speak?
Have you ever been to Italy?
Is it your irst visit to England?
How long are you staying in St Petersburg?
Are you enjoying it here?
Are you on holiday?
What do you do?
What do you think of the weather?
Do you like modern art?
18
Ta l k i n g a b o u t W e a t h e r
Talking about weather is an easy way to start a conversaion. It is also
good as a small talk iller.
There is always something to say about the weather:
It’s a lovely day today.
The weather is just awful.
I’m fed up with this rain.
We’ve been having great weather lately.
The sun is trying to come out.
It is so chilly.
I’m afraid we’re expecing a frost tonight.
It was snowing last night.
We were looded this summer.
The forecast is rain for this weekend.
D i a l o g u e : S m a l l Ta l k a b o u t t h e W e a t h e r
Arno and Benny are siing next to each other in the waiing room on a
train staion.
A: It’s a nice day today, isn’t it?
B: Indeed, the sun is out at last. It has been so cold lately.
A: Yes, the summer was just awful. It has been raining almost
every day.
B: We had heavy rains all through July and it’s nice now but the
weekend is not looking good.
A: Well, hopefully it will improve ater the weekend.
Ta l k i n g a b o u t H o l i d a y s
Talking about holidays is another perfect conversaion iller.
When talking about holidays that you had, use: I’ve been to … or I went
…ing in …
I’ve been to Turkey this summer. The weather was great. I fully
enjoyed it.
I went diving in the Maldives. It was wonderful.
Last year we went skiing in Austria. We stayed in a small hotel in
the Alps. It was awesome.
19
When talking about your future holidays use: I’m going to …, I’m of to ... List of possible answers
or I’m thinking of going to … (please note, in some cases there are several correct opions)
A. weather
Next summer I’m going to Australia. B. travel
Next week I’m of to South Africa. C. latest ilm
We’re thinking of going to Peru and Ecuador for a month or two. D. music
E. sport
Notes F. food
• Start small talk with an open quesion that allows the other side G. pets
to give a posiive response, something like: ‘It is a nice day today, H. hobbies
isn’t it?’ I. marital status; children
• Smile and maintain eye contact with the person you are talking J. your and his educaion
to (do not stare though!); K. your and his age
• Call the other person by name; L. family afairs: your cousin geing married; your uncle geing
• Do not disclose too much personal informaion, do not brag and divorced
do not talk about yourself too much; Answers:
• Invite other people to join in by asking for their opinion on the 1. any topic except for L
topic; 2. any topic from A to J
• Avoid interruping. Before you start speaking make sure that the 3. A. Leave it for Simon Ross to lead the conversaion.
other person have inished talking; 4. A, B. Possibly from C to H
• Ask quesions to keep the conversaion going and to give 5. A, B. Possibly E, F, H and J
impression that you are interested in what the other person is 6. A, B, F, G, H
saying;
• Do not over-do it!

C h e c k P o i n t – S m a l l Ta l k
Q. You and your partner Jo are at a party where you start chaing to
Simon Ross. What topics will be appropriate to talk about with Simon
Ross in the following scenarios?
1. Simon Ross is your workmate.
2. Simon Ross is your immediate manager.
3. Simon Ross is a senior boss.
4. Simon Ross is a doctor treaing you.
5. Simon Ross is your daughter’s boyfriend.
6. Simon Ross is your parents’ friend.

20 21
When talking about your future holidays use: I’m going to …, I’m of to ... List of possible answers
or I’m thinking of going to … (please note, in some cases there are several correct opions)
A. weather
Next summer I’m going to Australia. B. travel
Next week I’m of to South Africa. C. latest ilm
We’re thinking of going to Peru and Ecuador for a month or two. D. music
E. sport
Notes F. food
• Start small talk with an open quesion that allows the other side G. pets
to give a posiive response, something like: ‘It is a nice day today, H. hobbies
isn’t it?’ I. marital status; children
• Smile and maintain eye contact with the person you are talking J. your and his educaion
to (do not stare though!); K. your and his age
• Call the other person by name; L. family afairs: your cousin geing married; your uncle geing
• Do not disclose too much personal informaion, do not brag and divorced
do not talk about yourself too much; Answers:
• Invite other people to join in by asking for their opinion on the 1. any topic except for L
topic; 2. any topic from A to J
• Avoid interruping. Before you start speaking make sure that the 3. A. Leave it for Simon Ross to lead the conversaion.
other person have inished talking; 4. A, B. Possibly from C to H
• Ask quesions to keep the conversaion going and to give 5. A, B. Possibly E, F, H and J
impression that you are interested in what the other person is 6. A, B, F, G, H
saying;
• Do not over-do it!

C h e c k P o i n t – S m a l l Ta l k
Q. You and your partner Jo are at a party where you start chaing to
Simon Ross. What topics will be appropriate to talk about with Simon
Ross in the following scenarios?
1. Simon Ross is your workmate.
2. Simon Ross is your immediate manager.
3. Simon Ross is a senior boss.
4. Simon Ross is a doctor treaing you.
5. Simon Ross is your daughter’s boyfriend.
6. Simon Ross is your parents’ friend.

20 21
Chapter 4. How to Agree and Disagree Will you make sure that the lights are switched of?
Yes, I certainly will.
Informal Agreeing to DO Something
OK, sure, no problem are the most common informal ways to agree to Formal Agreeing to DO Something
do something: When you are asked to do something in a formal situaion, use one of
the following: Yes, I will, Will do or With pleasure.
Shall we go to the cinema?
OK. Will you lock the oice?
Yes, I will.
Will you let me know when you are ready?
Sure, will do. Will you sign here please?
Will do.
Can you do this for me, please?
No problem. Will you get me a cup of tea, please?
With pleasure.
You may also come across people saying Okey-Dokey and Agreed:
Check Point – Agreeing to DO Something
Shall we make a move?
Okey-Dokey. Q. Mel Bright asks you if you can move your chair. What are the
appropriate ways to agree in the following scenarios?
We should get it done as soon as possible? 1. Mel Bright is your mate.
Agreed. 2. Mel Bright is a senior boss.
3. Mel Bright is your mother-in-law and you do not know her very
General Agreeing to DO Something well.
Yes can be used in most situaions. However, when used on its own ‘yes’ 4. You happen to sit next to Mel Bright in a pub and you do not
may be perceived as unfriendly or even rude. There are diferent ways to know who she is.
soten the response. 5. You happen to sit next to Mel Bright in a meeing and you do not
For example: know who she is.
Will you come to the staion? List of possible answers
Yes, I will. (please note, in some cases there are several correct opions)

The other way is to add certainly or of course. These words can be used A. OK
on their own as well. You can also say ‘I certainly will’ when asked ‘Will B. Sure
you (do something)…’ C. Okey-Dokey
D. Yes, certainly
Can I borrow your pen, please? E. Will do
Yes, of course.
22 23
Chapter 4. How to Agree and Disagree Will you make sure that the lights are switched of?
Yes, I certainly will.
Informal Agreeing to DO Something
OK, sure, no problem are the most common informal ways to agree to Formal Agreeing to DO Something
do something: When you are asked to do something in a formal situaion, use one of
the following: Yes, I will, Will do or With pleasure.
Shall we go to the cinema?
OK. Will you lock the oice?
Yes, I will.
Will you let me know when you are ready?
Sure, will do. Will you sign here please?
Will do.
Can you do this for me, please?
No problem. Will you get me a cup of tea, please?
With pleasure.
You may also come across people saying Okey-Dokey and Agreed:
Check Point – Agreeing to DO Something
Shall we make a move?
Okey-Dokey. Q. Mel Bright asks you if you can move your chair. What are the
appropriate ways to agree in the following scenarios?
We should get it done as soon as possible? 1. Mel Bright is your mate.
Agreed. 2. Mel Bright is a senior boss.
3. Mel Bright is your mother-in-law and you do not know her very
General Agreeing to DO Something well.
Yes can be used in most situaions. However, when used on its own ‘yes’ 4. You happen to sit next to Mel Bright in a pub and you do not
may be perceived as unfriendly or even rude. There are diferent ways to know who she is.
soten the response. 5. You happen to sit next to Mel Bright in a meeing and you do not
For example: know who she is.
Will you come to the staion? List of possible answers
Yes, I will. (please note, in some cases there are several correct opions)

The other way is to add certainly or of course. These words can be used A. OK
on their own as well. You can also say ‘I certainly will’ when asked ‘Will B. Sure
you (do something)…’ C. Okey-Dokey
D. Yes, certainly
Can I borrow your pen, please? E. Will do
Yes, of course.
22 23
Answers: 1. Mel Bright is your workmate.
1. A, B, C 2. Mel Bright is a senior boss.
2. D, E 3. Mel Bright is a doctor treaing you.
3. E 4. Mel Bright is your mother-in-law and you do not know her very
4. A, B, C well.
5. A, B, E 5. You have just met Mel Bright in a pub and do not know who she is.
6. You have just met Mel Bright at an oicial meeing and do not
Informal Agreeing with Someone know who she is.
Yeah (ya), Agreed and oh, yes are the most common informal ways to
agree with someone: List of possible answers (please note, in some cases there are several
correct opions)
Are you a programmer? A. Yeah.
Yeah. B. Oh, yes.
C. I agree with you.
Should we do it now?
D. You are right.
Agreed.
E. I am with you on that.
Do you know this guy? Answers:
Oh, yes. He is my brother. 1. All of the above.
2. C, D
You may hear people saying ‘I am with you’. This is another informal way
3. C, D
to agree with someone.
4. B, C, D
I would rather watch the telly than waste my ime in the night club 5. All of the above.
Yeah, I am with you on that. 6. B, C, D

General Agreeing with Someone Informal Agreeing When Offered Something

To agree with someone, use ‘I agree (with you)’ and ‘You are right’. In informal situaions people, when ofered something, would oten say
Go on.
She is the best singer ever!
I agree with you. She is super! Hey, Danny, another pint?
Go on.
I think we beter make a move.
You are right. It’s ime to go. General Agreeing When Offered Something
When you are ofered something or someone ofers to do something for
Check Point – Agreeing with Someone you, respond with Yes, please or Yes, thank you.
Q. Mel Bright and you have a conversaion. Mel says that in her opinion
Another cup of tea?
tai chi is very good for your health. What are the appropriate ways to
agree with Mel Bright in the following scenarios? Yes, please.
24 25
Answers: 1. Mel Bright is your workmate.
1. A, B, C 2. Mel Bright is a senior boss.
2. D, E 3. Mel Bright is a doctor treaing you.
3. E 4. Mel Bright is your mother-in-law and you do not know her very
4. A, B, C well.
5. A, B, E 5. You have just met Mel Bright in a pub and do not know who she is.
6. You have just met Mel Bright at an oicial meeing and do not
Informal Agreeing with Someone know who she is.
Yeah (ya), Agreed and oh, yes are the most common informal ways to
agree with someone: List of possible answers (please note, in some cases there are several
correct opions)
Are you a programmer? A. Yeah.
Yeah. B. Oh, yes.
C. I agree with you.
Should we do it now?
D. You are right.
Agreed.
E. I am with you on that.
Do you know this guy? Answers:
Oh, yes. He is my brother. 1. All of the above.
2. C, D
You may hear people saying ‘I am with you’. This is another informal way
3. C, D
to agree with someone.
4. B, C, D
I would rather watch the telly than waste my ime in the night club 5. All of the above.
Yeah, I am with you on that. 6. B, C, D

General Agreeing with Someone Informal Agreeing When Offered Something

To agree with someone, use ‘I agree (with you)’ and ‘You are right’. In informal situaions people, when ofered something, would oten say
Go on.
She is the best singer ever!
I agree with you. She is super! Hey, Danny, another pint?
Go on.
I think we beter make a move.
You are right. It’s ime to go. General Agreeing When Offered Something
When you are ofered something or someone ofers to do something for
Check Point – Agreeing with Someone you, respond with Yes, please or Yes, thank you.
Q. Mel Bright and you have a conversaion. Mel says that in her opinion
Another cup of tea?
tai chi is very good for your health. What are the appropriate ways to
agree with Mel Bright in the following scenarios? Yes, please.
24 25
 Would you like your purchase to be git-wrapped, madam? Can you come to our wedding recepion?
Yes, thank you. I am afraid I can’t, I am going abroad.

Informal Disagreeing In some cases you may want to suggest a diferent opion – use Could …
To disagree in an informal situaion, say No, Nope or I don’t fancy…. instead?

Do you need a lit? Can you go on a business trip to New York in the end of June?
No, thanks. I am afraid I am not available in the end of June. Could the
business trip be rescheduled to July instead?
Did you have ime to visit your mum?
Nope. I had too much to do. Check Point – Disagreeing
Will you come to the pub with us tonight? Q. Which of the possible answers A-G would be an appropriate way to
No, I don’t fancy drinking tonight. disagree in the following situaions?
1. Your mate ofers you a lit.
You can explain that you prefer doing something else by using I would 2. Your colleague asks you if you can buy them tobacco in duty
rather. free.
3. A stranger asks you if you can change a £10 note.
How about joining the gym? 4. Your girlfriend/boyfriend asks you if you like chorizo.
No, thanks. I would rather go for yoga. 5. Your client asks you if you like chorizo.
6. Your girlfriend/boyfriend asks you if you would like to try free-
General Disagreeing
running.
To disagree politely in a more formal situaion, say No, sorry, No, thank
7. Your client asks you if you would like to try free-running.
you, I don’t think so, I’m not sure about that, I’m sorry but I don’t agree
or I’m afraid not/ I’m afraid I can’t. List of possible answers (please note, in some cases there are several
correct opions)
Will you join us on Saturday? A. No, thanks.
No, sorry, I have other arrangements. B. No, thank you.
C. Nope.
Another cofee?
D. I don’t think so.
No, thank you.
E. I am afraid I can’t.
Will you travel to Turkey this summer? F. I am afraid not.
I don’t think so. G. Sorry, no.

Will you stay for tea, please? Answers:

I am afraid not, I have to be back home by 6pm. 1. A, B
2. E, G
China is the best country for entrepreneurs. 3. E, F, G
I am not sure about that, I have my reservaions. 4. C
26 27
 Would you like your purchase to be git-wrapped, madam? Can you come to our wedding recepion?
Yes, thank you. I am afraid I can’t, I am going abroad.

Informal Disagreeing In some cases you may want to suggest a diferent opion – use Could …
To disagree in an informal situaion, say No, Nope or I don’t fancy…. instead?

Do you need a lit? Can you go on a business trip to New York in the end of June?
No, thanks. I am afraid I am not available in the end of June. Could the
business trip be rescheduled to July instead?
Did you have ime to visit your mum?
Nope. I had too much to do. Check Point – Disagreeing
Will you come to the pub with us tonight? Q. Which of the possible answers A-G would be an appropriate way to
No, I don’t fancy drinking tonight. disagree in the following situaions?
1. Your mate ofers you a lit.
You can explain that you prefer doing something else by using I would 2. Your colleague asks you if you can buy them tobacco in duty
rather. free.
3. A stranger asks you if you can change a £10 note.
How about joining the gym? 4. Your girlfriend/boyfriend asks you if you like chorizo.
No, thanks. I would rather go for yoga. 5. Your client asks you if you like chorizo.
6. Your girlfriend/boyfriend asks you if you would like to try free-
General Disagreeing
running.
To disagree politely in a more formal situaion, say No, sorry, No, thank
7. Your client asks you if you would like to try free-running.
you, I don’t think so, I’m not sure about that, I’m sorry but I don’t agree
or I’m afraid not/ I’m afraid I can’t. List of possible answers (please note, in some cases there are several
correct opions)
Will you join us on Saturday? A. No, thanks.
No, sorry, I have other arrangements. B. No, thank you.
C. Nope.
Another cofee?
D. I don’t think so.
No, thank you.
E. I am afraid I can’t.
Will you travel to Turkey this summer? F. I am afraid not.
I don’t think so. G. Sorry, no.

Will you stay for tea, please? Answers:

I am afraid not, I have to be back home by 6pm. 1. A, B
2. E, G
China is the best country for entrepreneurs. 3. E, F, G
I am not sure about that, I have my reservaions. 4. C
26 27
 5. F Chapter 5. Apologies, Requests, Thanks
6. C, D, A, B
7. A, B, D, F In Britain apologising and saying thank you can make up to 50% of a
conversaion!
D i a l o g u e : I n f o r m a l Ye s / N o C o n v e r s a t i o n
Steve and Leslie chat about lunch. Informal Apologies
To apologise informally, use Sorry… or I’m sorry…
S: Shall we have a pizza for lunch?
L: Oh no, Steve, I hate cheese. How about a Chinese meal? When someone says sorry to you, respond with No worries,
S: Sure, why not. Shall we order it online? No problems (no probs), That’s OK, It doesn’t mater or Don’t worry
L: No, the delivery takes ages. How about going to the about it.
restaurant next door?
S: Sounds good to me. What are you having, Leslie – pork or Sorry – I am late.
chicken? No worries, we have not started yet.
L: No, deinitely not pork. I prefer chicken. And you, Steve? Do
Sorry, guys, I have to go now.
you fancy chicken?
No probs, take care.
S: Nope, I don’t like chicken. Should I try something new –Peking
duck perhaps? I’m sorry, I have no cash with me; can I pay with a card please?
L: Go on! That’s OK. We take cards.

D i a l o g u e : F o r m a l Ye s / N o C o n v e r s a t i o n Sorry, I‘ve lost your phone number.

Bernadete meets her boyfriend’s mother Gladys in her home for the
irst ime.
G: Can I ofer you a drink, please? Would you like tea or cofee or
maybe a cold drink?
B: Thank you. Can I have some tea please? I prefer tea to cofee.
G: So do I. Which tea do you prefer – black tea or green tea?
B: I love strong black tea, and you?
G: I agree, nothing is beter than a cup of a strong black tea.
Do you take sugar in your tea?
B: No thanks, no sugar for me please. Can I have some milk
please? Do you have semi-skimmed milk?
G: I am afraid, we don’t have semi-skimmed milk. We only have
full milk. Would you like some?
B: Yes, please. Thank you.
It doesn’t mater. I’ll email it to you.
I’m sorry, I cannot give you a lit today I am afraid. My car is in
for service.
Don’t worry about it. I will walk.
In an informal situaion people oten use Oops… or Oopsidaisy,
especially when dropping something or being clumsy or talking to the
children.
Oops, I’ve spilt my cofee. Sorry about that.
Excuse me, is this your glove?
Oopsidaisy, I’m always doing that. Thanks for that!
Formal Apologies
When you have to formally apologise, use I apologise or I am afraid…

28 29
 5. F Chapter 5. Apologies, Requests, Thanks
6. C, D, A, B
7. A, B, D, F In Britain apologising and saying thank you can make up to 50% of a
conversaion!
D i a l o g u e : I n f o r m a l Ye s / N o C o n v e r s a t i o n
Steve and Leslie chat about lunch. Informal Apologies
To apologise informally, use Sorry… or I’m sorry…
S: Shall we have a pizza for lunch?
L: Oh no, Steve, I hate cheese. How about a Chinese meal? When someone says sorry to you, respond with No worries,
S: Sure, why not. Shall we order it online? No problems (no probs), That’s OK, It doesn’t mater or Don’t worry
L: No, the delivery takes ages. How about going to the about it.
restaurant next door?
S: Sounds good to me. What are you having, Leslie – pork or Sorry – I am late.
chicken? No worries, we have not started yet.
L: No, deinitely not pork. I prefer chicken. And you, Steve? Do
Sorry, guys, I have to go now.
you fancy chicken?
No probs, take care.
S: Nope, I don’t like chicken. Should I try something new –Peking
duck perhaps? I’m sorry, I have no cash with me; can I pay with a card please?
L: Go on! That’s OK. We take cards.

D i a l o g u e : F o r m a l Ye s / N o C o n v e r s a t i o n Sorry, I‘ve lost your phone number.

Bernadete meets her boyfriend’s mother Gladys in her home for the
irst ime.
G: Can I ofer you a drink, please? Would you like tea or cofee or
maybe a cold drink?
B: Thank you. Can I have some tea please? I prefer tea to cofee.
G: So do I. Which tea do you prefer – black tea or green tea?
B: I love strong black tea, and you?
G: I agree, nothing is beter than a cup of a strong black tea.
Do you take sugar in your tea?
B: No thanks, no sugar for me please. Can I have some milk
please? Do you have semi-skimmed milk?
G: I am afraid, we don’t have semi-skimmed milk. We only have
full milk. Would you like some?
B: Yes, please. Thank you.
It doesn’t mater. I’ll email it to you.
I’m sorry, I cannot give you a lit today I am afraid. My car is in
for service.
Don’t worry about it. I will walk.
In an informal situaion people oten use Oops… or Oopsidaisy,
especially when dropping something or being clumsy or talking to the
children.
Oops, I’ve spilt my cofee. Sorry about that.
Excuse me, is this your glove?
Oopsidaisy, I’m always doing that. Thanks for that!
Formal Apologies
When you have to formally apologise, use I apologise or I am afraid…

28 29
When receiving a formal apology, respond with That’s ine. Notes:
• In the UK people oten say ‘Sorry’ to you when it is in fact your
I cannot show you my passport I am afraid. I let it in the hotel. fault – for example, when you accidently bump into someone in
That’s ine. Please bring it with you tomorrow. the street. The appropriate reply in this case is: ‘Sorry, (it’s) my
fault’.
I apologise for being late. My car has broken down.
That’s ine. Please take your seat. Check Point – Apologies
Q. How to apologise when you make a call explaining that you will miss a
A p o l o g y t o At t r a c t S o m e o n e ’s At t e n t i o n
following event because your car has broken down?
When you need to atract someone’s atenion, use Excuse me. 1. A night out with your mates.
2. A denist’s appointment.
Excuse me, where is the icket oice please?
3. A meeing at work.
Excuse me, what is the ime now? 4. A friend’s wedding.
Excuse me, is this the end of the queue? 5. A romanic dinner with your date.

Apology When Asking Someone to Repeat Something
When you do not understand what has been said, use Pardon? Sorry? or
Can you repeat that, please?.
It’s a nice day today, isn’t it?
Pardon?
Are you geing of at the next stop?
Sorry? Can you repeat that, please?
You may need to ask someone to speak louder or slower: Please could
you speak louder/slower? Would you mind speaking louder/slower?
Can I see your passport, please?
Pardon? Would you mind speaking louder? My ears are blocked.
You may also say: I don’t understand or I didn’t quite catch that.
Would you like to subscribe to our magazine, Madame?
Sorry, I don’t understand.
I am the icket controller. Please show me your icket, Sir.
Pardon? I didn’t quite catch that. Please could you speak
slower, my English is not very good?
30
List of possible answers (please note, in some cases there are several
correct opions)
A. Sorry, I cannot make it, my blinking car has broken down.
B. I’m sorry, I cannot atend … because my car broke down.
C. I’m terribly sorry, I cannot get there. My car broke down.
D. I am unable to atend the… because my car has broken down.
This is very unfortunate. I apologise for the inconvenience.
E. I am afraid I can’t atend the…. My car has just broken down.
Answers:
1. A
2. B, E
3. C, D, E
4. C
5. C, E
General Requests
When asking for something use the word Please.
Pass me the telly control please.
Please take me home.
I’d like a double espresso and a carrot cake, please.
When asking for someone’s permission, use Is it OK if..?
Is it OK if I leave my suitcase here?
31
When receiving a formal apology, respond with That’s ine. Notes:
• In the UK people oten say ‘Sorry’ to you when it is in fact your
I cannot show you my passport I am afraid. I let it in the hotel. fault – for example, when you accidently bump into someone in
That’s ine. Please bring it with you tomorrow. the street. The appropriate reply in this case is: ‘Sorry, (it’s) my
fault’.
I apologise for being late. My car has broken down.
That’s ine. Please take your seat. Check Point – Apologies
Q. How to apologise when you make a call explaining that you will miss a
A p o l o g y t o At t r a c t S o m e o n e ’s At t e n t i o n
following event because your car has broken down?
When you need to atract someone’s atenion, use Excuse me. 1. A night out with your mates.
2. A denist’s appointment.
Excuse me, where is the icket oice please?
3. A meeing at work.
Excuse me, what is the ime now? 4. A friend’s wedding.
Excuse me, is this the end of the queue? 5. A romanic dinner with your date.

Apology When Asking Someone to Repeat Something
When you do not understand what has been said, use Pardon? Sorry? or
Can you repeat that, please?.
It’s a nice day today, isn’t it?
Pardon?
Are you geing of at the next stop?
Sorry? Can you repeat that, please?
You may need to ask someone to speak louder or slower: Please could
you speak louder/slower? Would you mind speaking louder/slower?
Can I see your passport, please?
Pardon? Would you mind speaking louder? My ears are blocked.
You may also say: I don’t understand or I didn’t quite catch that.
Would you like to subscribe to our magazine, Madame?
Sorry, I don’t understand.
I am the icket controller. Please show me your icket, Sir.
Pardon? I didn’t quite catch that. Please could you speak
slower, my English is not very good?
30
List of possible answers (please note, in some cases there are several
correct opions)
A. Sorry, I cannot make it, my blinking car has broken down.
B. I’m sorry, I cannot atend … because my car broke down.
C. I’m terribly sorry, I cannot get there. My car broke down.
D. I am unable to atend the… because my car has broken down.
This is very unfortunate. I apologise for the inconvenience.
E. I am afraid I can’t atend the…. My car has just broken down.
Answers:
1. A
2. B, E
3. C, D, E
4. C
5. C, E
General Requests
When asking for something use the word Please.
Pass me the telly control please.
Please take me home.
I’d like a double espresso and a carrot cake, please.
When asking for someone’s permission, use Is it OK if..?
Is it OK if I leave my suitcase here?
31
Formal Requests Answers:
A more formal way to ask for something is to use the modal verbs Can/ 1. A
Could, Would or the structure Do you mind… 2. B, C
3. B,C, D, E
Can I use this computer please? 4. C
Could you let us know about the decision as soon as possible 5. C
please? 6. D, E, F
Would you kindly move your umbrella out of the way?
Do you mind if we have a barbeque in the back garden? Informal Thanking
When you wish to thank someone in an informal situaion, use Thanks,
Asking for Instructions – General Thanks a lot, Many thanks or simply Ta.
When you need to ask someone how to do something use How –
How do I…? , How does (it) work? When someone says ‘Thanks’ to you, respond with No Problem or That’s
all right or That’s OK.
When asking for instrucions even from you friend, always be polite.
Start you quesion with Excuse me? or Sorry. Thanks for waiing for me.
No problem.
Excuse me, Nikkita, how do I use the Photoshop?
Sorry, Gregg, do you know how does this device work? Can you do this for me please? Many thanks.
Excuse me, can you show me how to ill in this form please? That’s all right.

Thanks a lot for helping me with this task.

Check Point – Requests
That’s OK.
Q. How will you ask the following people to pass you a pen?
1. Your friend. Do you need me to help you?
2. A fellow passenger on the plane. Nope, I will manage on my own, ta.
3. An oicial in the Consulate. OK.
4. In the post oice.
5. A hotel recepionist.
General Thanking
6. A gentleman at the Ascot races.
The following expressions are appropriate in any situaion:
List of possible answers (please note, in some cases there are several Thanks, Thank you, Thank you very much.
correct opions)
A. Pass me the pen please. The responses appropriate in any situaion are You’re welcome or
B. Can I ask you to pass me the pen please? Not at all.
C. Can you pass me the pen please?
D. Could you pass me the pen please?
E. Would you kindly pass me the pen please? Thank you for the lunch, it was really lovely.
F. Do you mind passing me the pen please? You’re welcome.

32 33
Formal Requests Answers:
A more formal way to ask for something is to use the modal verbs Can/ 1. A
Could, Would or the structure Do you mind… 2. B, C
3. B,C, D, E
Can I use this computer please? 4. C
Could you let us know about the decision as soon as possible 5. C
please? 6. D, E, F
Would you kindly move your umbrella out of the way?
Do you mind if we have a barbeque in the back garden? Informal Thanking
When you wish to thank someone in an informal situaion, use Thanks,
Asking for Instructions – General Thanks a lot, Many thanks or simply Ta.
When you need to ask someone how to do something use How –
How do I…? , How does (it) work? When someone says ‘Thanks’ to you, respond with No Problem or That’s
all right or That’s OK.
When asking for instrucions even from you friend, always be polite.
Start you quesion with Excuse me? or Sorry. Thanks for waiing for me.
No problem.
Excuse me, Nikkita, how do I use the Photoshop?
Sorry, Gregg, do you know how does this device work? Can you do this for me please? Many thanks.
Excuse me, can you show me how to ill in this form please? That’s all right.

Thanks a lot for helping me with this task.

Check Point – Requests
That’s OK.
Q. How will you ask the following people to pass you a pen?
1. Your friend. Do you need me to help you?
2. A fellow passenger on the plane. Nope, I will manage on my own, ta.
3. An oicial in the Consulate. OK.
4. In the post oice.
5. A hotel recepionist.
General Thanking
6. A gentleman at the Ascot races.
The following expressions are appropriate in any situaion:
List of possible answers (please note, in some cases there are several Thanks, Thank you, Thank you very much.
correct opions)
A. Pass me the pen please. The responses appropriate in any situaion are You’re welcome or
B. Can I ask you to pass me the pen please? Not at all.
C. Can you pass me the pen please?
D. Could you pass me the pen please?
E. Would you kindly pass me the pen please? Thank you for the lunch, it was really lovely.
F. Do you mind passing me the pen please? You’re welcome.

32 33
 Thank you very much for your help. 5. Sarah Choo is your best mate; she removed a piece of luf from
Not at all. your jacket.
6. Sarah Choo is a senior boss who informed you about your
Formal Thanking promoion.
More formal ways to thank someone are: Thank you, (very) much 7. Sarah Choo is a host who ofered you to stay in her house for
appreciated, Thank you I appreciate it or Thank you, it was most kind free as part of the student exchange program.
of you. 8. Sarah Choo is your friend’s mother who agreed to lend you
$1,000.
The appropriate responses are Not at all, My pleasure or It’s my
pleasure. List of possible answers (please note, in some cases there are several
correct opions)
Thank you for ixing my car. It is very much appreciated. A. Ta.
My pleasure. B. Thanks.
C. Thanks Sarah.
Thank you for the lovely wedding git. It was most kind of you. D. Thank you.
It’s my pleasure. E. Thank you Ms Choo.
F. Thanks a lot.
Notes G. Thank you very much.
• Whenever someone spends their ime and efort to help you or H. Thank you, it is very much appreciated.
to answer your quesion, you should thank them, even if what I. Thank you Ms Choo, I appreciate it.
they’ve done is part of their job; J. Thank you, it was most kind of you.
• In certain cases it is appropriate to respond with ‘Thank you’ to Answers:
someone thanking you. For example, you pay the hairdresser 1. B, D
ater having a haircut, and the hairdresser says ‘Thank you’ to 2. B, C, D
you for being paid. You can respond with ‘Thank you’ making the 3. A, B
accent on the word ‘you’. 4. E, G, H, I
Check Point – Thanking 5. A, B, C
6. G, H, I or K depending on the culture at your work.
Q. What are the appropriate ways to thanks Sarah Choo in the following 7. G, H, J, I or K depending on how Sarah Choo has asked you to call
scenarios? her.
1. Sarah Choo is a waitress serving your table and she brought you 8. H, K
the bill.
2. Sarah Choo is your immediate manager and she brought you the Check Point – Response to Thanking
pen you let at her desk.
3. Sarah Choo is one of your colleagues and she held the door for Q. What are the appropriate ways to respond in the following situaions?
you. 1. You helped your colleague and he said ‘Thanks mate’.
4. Sarah Choo is a light atendant manager who helped you to 2. Your manager says ‘Thank you for staying late in the oice to
change your booking date. cover for your absent colleague; it is very much appreciated’.
34 35
 Thank you very much for your help. 5. Sarah Choo is your best mate; she removed a piece of luf from
Not at all. your jacket.
6. Sarah Choo is a senior boss who informed you about your
Formal Thanking promoion.
More formal ways to thank someone are: Thank you, (very) much 7. Sarah Choo is a host who ofered you to stay in her house for
appreciated, Thank you I appreciate it or Thank you, it was most kind free as part of the student exchange program.
of you. 8. Sarah Choo is your friend’s mother who agreed to lend you
$1,000.
The appropriate responses are Not at all, My pleasure or It’s my
pleasure. List of possible answers (please note, in some cases there are several
correct opions)
Thank you for ixing my car. It is very much appreciated. A. Ta.
My pleasure. B. Thanks.
C. Thanks Sarah.
Thank you for the lovely wedding git. It was most kind of you. D. Thank you.
It’s my pleasure. E. Thank you Ms Choo.
F. Thanks a lot.
Notes G. Thank you very much.
• Whenever someone spends their ime and efort to help you or H. Thank you, it is very much appreciated.
to answer your quesion, you should thank them, even if what I. Thank you Ms Choo, I appreciate it.
they’ve done is part of their job; J. Thank you, it was most kind of you.
• In certain cases it is appropriate to respond with ‘Thank you’ to Answers:
someone thanking you. For example, you pay the hairdresser 1. B, D
ater having a haircut, and the hairdresser says ‘Thank you’ to 2. B, C, D
you for being paid. You can respond with ‘Thank you’ making the 3. A, B
accent on the word ‘you’. 4. E, G, H, I
Check Point – Thanking 5. A, B, C
6. G, H, I or K depending on the culture at your work.
Q. What are the appropriate ways to thanks Sarah Choo in the following 7. G, H, J, I or K depending on how Sarah Choo has asked you to call
scenarios? her.
1. Sarah Choo is a waitress serving your table and she brought you 8. H, K
the bill.
2. Sarah Choo is your immediate manager and she brought you the Check Point – Response to Thanking
pen you let at her desk.
3. Sarah Choo is one of your colleagues and she held the door for Q. What are the appropriate ways to respond in the following situaions?
you. 1. You helped your colleague and he said ‘Thanks mate’.
4. Sarah Choo is a light atendant manager who helped you to 2. Your manager says ‘Thank you for staying late in the oice to
change your booking date. cover for your absent colleague; it is very much appreciated’.
34 35
 3. You held a door for a stranger and she said ‘Thank you’ to you. Chapter 6. Arrangements, Explanaions, Complaining
4. You ofered you seat to a pregnant woman and she said ‘Thanks
a lot’. Informal Arrangements
5. You are on the plane and the passenger next to you asked you to When making arrangements and suggesions use Let’s …, I’d like to …,
turn the music down and thanked you ater you have done it. Why won’t we …, How about … and Do you fancy …?.
6. You are a school teacher and a student’s parent thanked you at
the end of the meeing. Let’s go out.
7. You handed your key to the hotel recepionist and she said I’d like to spend some ime on my own.
‘Thank you Sir (Madam)’. Why won’t we stay in the hotel?
8. You hosted a formal dinner and one of the guests thanks you for How about going out and having some fun?
the dinner. Do you fancy a day out in the country?
List of possible answers (please note, in some cases there are several
correct opions) The other way to make a suggesion is to use the form Is (it) OK (to…)?
A. No problem.
B. That’s all right. Is it OK to bring my dog with me?
C. That’s OK. Is 7pm OK with you?
D. You’re welcome.
E. Not at all. General Arrangements
F. My pleasure. The verbs can/could and shall/should/will (‘ll) are widely used when
G. It’s my pleasure. making arrangements and suggesions. You can also say I suggest.

Answers: We can travel there by train.

1. A, B, C We could travel there by train.
2. D Shall we travel by train?
3. C, D Should we go by car?
4. A, B, C We’ll travel there by train.
5. A, B, C I suggest we leave it as it is.
6. D, F, G
7. A, B, C Check Point – Making Arrangements
8. D, F, G
Q. You want to arrange with Dave Saniago to meet next Wednesday or
Thursday. What’s the best way to do this in the following scenarios?
1. Dave Saniago is your ex-roommate.
2. Dave Saniago is a colleague of yours.
3. Dave Saniago is your consultant surgeon.
4. Dave Saniago is your future father-in-law.
5. Dave Saniago is your travel agent.

36 37
 3. You held a door for a stranger and she said ‘Thank you’ to you. Chapter 6. Arrangements, Explanaions, Complaining
4. You ofered you seat to a pregnant woman and she said ‘Thanks
a lot’. Informal Arrangements
5. You are on the plane and the passenger next to you asked you to When making arrangements and suggesions use Let’s …, I’d like to …,
turn the music down and thanked you ater you have done it. Why won’t we …, How about … and Do you fancy …?.
6. You are a school teacher and a student’s parent thanked you at
the end of the meeing. Let’s go out.
7. You handed your key to the hotel recepionist and she said I’d like to spend some ime on my own.
‘Thank you Sir (Madam)’. Why won’t we stay in the hotel?
8. You hosted a formal dinner and one of the guests thanks you for How about going out and having some fun?
the dinner. Do you fancy a day out in the country?
List of possible answers (please note, in some cases there are several
correct opions) The other way to make a suggesion is to use the form Is (it) OK (to…)?
A. No problem.
B. That’s all right. Is it OK to bring my dog with me?
C. That’s OK. Is 7pm OK with you?
D. You’re welcome.
E. Not at all. General Arrangements
F. My pleasure. The verbs can/could and shall/should/will (‘ll) are widely used when
G. It’s my pleasure. making arrangements and suggesions. You can also say I suggest.

Answers: We can travel there by train.

1. A, B, C We could travel there by train.
2. D Shall we travel by train?
3. C, D Should we go by car?
4. A, B, C We’ll travel there by train.
5. A, B, C I suggest we leave it as it is.
6. D, F, G
7. A, B, C Check Point – Making Arrangements
8. D, F, G
Q. You want to arrange with Dave Saniago to meet next Wednesday or
Thursday. What’s the best way to do this in the following scenarios?
1. Dave Saniago is your ex-roommate.
2. Dave Saniago is a colleague of yours.
3. Dave Saniago is your consultant surgeon.
4. Dave Saniago is your future father-in-law.
5. Dave Saniago is your travel agent.

36 37
 6. Dave Saniago is your student. I think that Western Union is not the cheapest way to transfer
7. Dave Saniago is a big boss and you prepare a report for him. money abroad. What do you think, Perry?
8. Dave Saniago has adverised his car for sale and you are calling I like apple juice. What about you, Val?
him to arrange the viewing.
List of possible answers (please note, in some cases there are several Asking for Explanation – General
correct opions) When asking for explanaion use Why …, What is the reason… or Could
A. Let’s meet next Wednesday or Thursday, OK? you explain…
B. How about next Wednesday or Thursday?
C. Can we meet next Wednesday or Thursday, please? Why is the heaing not working in my room?
D. Is next Wednesday or Thursday OK with you? What is the reason for my applicaion being refused?
E. Could we meet next Wednesday or Thursday, please? Could you explain why my applicaion was turned down?
F. We could meet next Wednesday or Thursday, if it is convenient
for you. Providing Explanation – General
G. Shall we meet next Wednesday or Thursday? When giving the explanaion use Because …
H. I suggest we meet next Wednesday or Thursday.
The heaing is of because of the power cut.
Answers: Your applicaion has been refused because you forgot to sign it.
1. A, B, D, G
2. A, B, C, D, G I n f o r m a l A s k i n g W h a t S o m e o n e W a n t s f r o m Yo u
3. C, E, F, H When someone visits or calls you, to ind out about the aim of their visit
4. B, D,G, H or call, use What are you up to? or What’s up?
5. A, B, C, D, G, H
6. A, B, D,G Please avoid using the phrase What do you want? unless you are talking
7. C, E, F to a very good mate of yours. In any other situaion it will be perceived
8. B, D, G as extremely rude.

E x p r e s s i n g Yo u r O p i n i o n – G e n e r a l Dialogue: Informal Asking What Someone Wants

When expressing your opinion use I think …, I believe … or In my f r o m Yo u
opinion …. Tasha knocked on Sam’s door.
I think we are beter of without them. T: Hi Sam, how are you doing?
This train is running late I believe. S: Hi Tasha, I am ine and you?
In my opinion this applicaion is beter. T: I am not too bad. I am in the Uni now, you know, doing a
degree in compuing.
When asking someone for their opinion use What do you think? or S: Wow, that’s good. So, what’s up?
What about you? T: I am looking to buy a cheap bike. Have you sill got your old
bike?
38 39
 6. Dave Saniago is your student. I think that Western Union is not the cheapest way to transfer
7. Dave Saniago is a big boss and you prepare a report for him. money abroad. What do you think, Perry?
8. Dave Saniago has adverised his car for sale and you are calling I like apple juice. What about you, Val?
him to arrange the viewing.
List of possible answers (please note, in some cases there are several Asking for Explanation – General
correct opions) When asking for explanaion use Why …, What is the reason… or Could
A. Let’s meet next Wednesday or Thursday, OK? you explain…
B. How about next Wednesday or Thursday?
C. Can we meet next Wednesday or Thursday, please? Why is the heaing not working in my room?
D. Is next Wednesday or Thursday OK with you? What is the reason for my applicaion being refused?
E. Could we meet next Wednesday or Thursday, please? Could you explain why my applicaion was turned down?
F. We could meet next Wednesday or Thursday, if it is convenient
for you. Providing Explanation – General
G. Shall we meet next Wednesday or Thursday? When giving the explanaion use Because …
H. I suggest we meet next Wednesday or Thursday.
The heaing is of because of the power cut.
Answers: Your applicaion has been refused because you forgot to sign it.
1. A, B, D, G
2. A, B, C, D, G I n f o r m a l A s k i n g W h a t S o m e o n e W a n t s f r o m Yo u
3. C, E, F, H When someone visits or calls you, to ind out about the aim of their visit
4. B, D,G, H or call, use What are you up to? or What’s up?
5. A, B, C, D, G, H
6. A, B, D,G Please avoid using the phrase What do you want? unless you are talking
7. C, E, F to a very good mate of yours. In any other situaion it will be perceived
8. B, D, G as extremely rude.

E x p r e s s i n g Yo u r O p i n i o n – G e n e r a l Dialogue: Informal Asking What Someone Wants

When expressing your opinion use I think …, I believe … or In my f r o m Yo u
opinion …. Tasha knocked on Sam’s door.
I think we are beter of without them. T: Hi Sam, how are you doing?
This train is running late I believe. S: Hi Tasha, I am ine and you?
In my opinion this applicaion is beter. T: I am not too bad. I am in the Uni now, you know, doing a
degree in compuing.
When asking someone for their opinion use What do you think? or S: Wow, that’s good. So, what’s up?
What about you? T: I am looking to buy a cheap bike. Have you sill got your old
bike?
38 39
 S: Yeah, sill got it. Do you want to see it? It is in the shed. Check Point – Asking What Someone Wants from
T: Yes, please if I can. Thanks! Yo u
Q. You are busy working on your computer when Anna Mosquito
D i a l o g u e : A s k i n g W h a t S o m e o n e W a n t s f r o m Yo u interrupts you. What’s the best way to ask her about the aim of her visit
Anil works in an oice. Ben and Ray came to his desk. in the following scenarios?
1. Anna Mosquito is your friend’s 5-year old daughter.
B: Hi Anil, this is Ray, he has just joined our team. We need your
2. Anna Mosquito is your friend’s parent.
help.
3. Anna Mosquito is a client of your company.
A: Hi Ben, hi Ray. What are you guys up to?
4. Anna Mosquito is a manager of your company.
B: We are trying to upload this applicaion ‘XXX’ on Ray’s laptop
5. Anna Mosquito is a passenger siing next to you.
and keep geing this error message. As a computer expert,
6. You are a passenger and Anna Mosquito is a stewardess.
do you know what’s going on?
7. Anna Mosquito is a hotel recepionist.
A: Let me see. I see, you need to get registered before you install
8. You are in the library and Anna Mosquito is a stranger.
this sotware.
List of possible answers (please note, in some cases there are several
F o r m a l A s k i n g W h a t S o m e o n e W a n t s f r o m Yo u correct opions)
In a formal situaion, when someone visits or calls you and you wish to A. What do you want, Anna?
ind out about the aim of their visit or call, use What can I do for you?, B. What are you up to?
How can I help? Or Is there anything I can do for you? C. What can I do for you?
D. How can I help?
Hi Mrs Karson, I’m Dr Chiter. What can I do for you? E. Is there anything I can do for you?
Good Aternoon, I’m the store manager. How can I help? F. Hi Anna, what’s up?
My name is Eva and I’m the company representaive. Is there
anything I can do for you? Answers:
1. A, B, F
2. C
Dialogue: Formal Asking What Someone Wants from
3. C, D, E
Yo u
4. E
Ariel and Larry stay in the same hotel.
5. D
A: Hi, I am staying in Room 202, it is next door to your room. 6. C
L: Hi, how can I help? 7. D
A: Could you please turn the telly down a bit? I have a severe 8. C, D
headache and I am trying to sleep.
L: OK, will do. Expressing Doubt – Informal
A: Thank you. When someone tells you something and you are not sure if this
L: No problem. informaion is true or correct use Really?, Are you sure? or Are you
hundred percent sure?

40 41
 S: Yeah, sill got it. Do you want to see it? It is in the shed. Check Point – Asking What Someone Wants from
T: Yes, please if I can. Thanks! Yo u
Q. You are busy working on your computer when Anna Mosquito
D i a l o g u e : A s k i n g W h a t S o m e o n e W a n t s f r o m Yo u interrupts you. What’s the best way to ask her about the aim of her visit
Anil works in an oice. Ben and Ray came to his desk. in the following scenarios?
1. Anna Mosquito is your friend’s 5-year old daughter.
B: Hi Anil, this is Ray, he has just joined our team. We need your
2. Anna Mosquito is your friend’s parent.
help.
3. Anna Mosquito is a client of your company.
A: Hi Ben, hi Ray. What are you guys up to?
4. Anna Mosquito is a manager of your company.
B: We are trying to upload this applicaion ‘XXX’ on Ray’s laptop
5. Anna Mosquito is a passenger siing next to you.
and keep geing this error message. As a computer expert,
6. You are a passenger and Anna Mosquito is a stewardess.
do you know what’s going on?
7. Anna Mosquito is a hotel recepionist.
A: Let me see. I see, you need to get registered before you install
8. You are in the library and Anna Mosquito is a stranger.
this sotware.
List of possible answers (please note, in some cases there are several
F o r m a l A s k i n g W h a t S o m e o n e W a n t s f r o m Yo u correct opions)
In a formal situaion, when someone visits or calls you and you wish to A. What do you want, Anna?
ind out about the aim of their visit or call, use What can I do for you?, B. What are you up to?
How can I help? Or Is there anything I can do for you? C. What can I do for you?
D. How can I help?
Hi Mrs Karson, I’m Dr Chiter. What can I do for you? E. Is there anything I can do for you?
Good Aternoon, I’m the store manager. How can I help? F. Hi Anna, what’s up?
My name is Eva and I’m the company representaive. Is there
anything I can do for you? Answers:
1. A, B, F
2. C
Dialogue: Formal Asking What Someone Wants from
3. C, D, E
Yo u
4. E
Ariel and Larry stay in the same hotel.
5. D
A: Hi, I am staying in Room 202, it is next door to your room. 6. C
L: Hi, how can I help? 7. D
A: Could you please turn the telly down a bit? I have a severe 8. C, D
headache and I am trying to sleep.
L: OK, will do. Expressing Doubt – Informal
A: Thank you. When someone tells you something and you are not sure if this
L: No problem. informaion is true or correct use Really?, Are you sure? or Are you
hundred percent sure?

40 41
 I am convinced that the guy siing next to us is Brad Pit. Complaining – Formal
Really? Someimes you need to make a formal complaint, in this case use I wish
to make a complaint.
This herbal tea prevents cancer.
Are you sure? I wish to make a complaint. My luggage has not arrived.

As far as I know the cheapest way to travel to Paris is to hire a I wish to make a complaint. The service is really poor in this
car. restaurant. Can I speak to the manager please?
Are you sure? Are you 100% sure?
Check Point – Complaining
Expressing Doubt – General Q. You complain to Lee Lyndon about your car not staring up. Which
In a more formal situaion when you are not sure about the correctness expressions would you use in the following scenarios?
of the informaion use I doubt it I’m afraid, I’m not sure about that or 1. Lee Lyndon is your friend.
ask Can you double-check it for me please? 2. Lee Lyndon is your friend’s dad who is waiing on you to give him
a lit.
We are the best service provider in the world. 3. Lee Lyndon is the x-owner of the car who just sold it to you.
I doubt it I’m afraid. 4. Lee Lyndon is a car sales manager who sold you the car.
5. Lee Lyndon is a security guard in the car park who came to your
Our prices are the best in the town. car and asked ‘Are you ok?’
I’m not sure about that.
List of possible answers (please note, in some cases there are several
correct opions)
The light Number 666 landed 10 minutes ago.
A. This isn’t right. The car is not staring up.
According to the website it has not landed yet. Can you double-
B. I’ve got a problem with the car.
check it for me please?
C. I’m not happy with…
D. I wish to make a complaint
Complaining- General
When you need to make a complaint, use This isn’t right, I’ve got a Answers:
problem or I am not happy with… 1. A, B
2. B
This isn’t right. The shower head is blocked. 3. C
I’ve got a problem. The lock is broken. 4. C, D
I am not happy with the wine, it is far too warm. 5. B

You can also ask What are you going to do about it?

I am not happy with the noise coming from the laundry room.
What are you going to do about it?
42 43
 I am convinced that the guy siing next to us is Brad Pit. Complaining – Formal
Really? Someimes you need to make a formal complaint, in this case use I wish
to make a complaint.
This herbal tea prevents cancer.
Are you sure? I wish to make a complaint. My luggage has not arrived.

As far as I know the cheapest way to travel to Paris is to hire a I wish to make a complaint. The service is really poor in this
car. restaurant. Can I speak to the manager please?
Are you sure? Are you 100% sure?
Check Point – Complaining
Expressing Doubt – General Q. You complain to Lee Lyndon about your car not staring up. Which
In a more formal situaion when you are not sure about the correctness expressions would you use in the following scenarios?
of the informaion use I doubt it I’m afraid, I’m not sure about that or 1. Lee Lyndon is your friend.
ask Can you double-check it for me please? 2. Lee Lyndon is your friend’s dad who is waiing on you to give him
a lit.
We are the best service provider in the world. 3. Lee Lyndon is the x-owner of the car who just sold it to you.
I doubt it I’m afraid. 4. Lee Lyndon is a car sales manager who sold you the car.
5. Lee Lyndon is a security guard in the car park who came to your
Our prices are the best in the town. car and asked ‘Are you ok?’
I’m not sure about that.
List of possible answers (please note, in some cases there are several
correct opions)
The light Number 666 landed 10 minutes ago.
A. This isn’t right. The car is not staring up.
According to the website it has not landed yet. Can you double-
B. I’ve got a problem with the car.
check it for me please?
C. I’m not happy with…
D. I wish to make a complaint
Complaining- General
When you need to make a complaint, use This isn’t right, I’ve got a Answers:
problem or I am not happy with… 1. A, B
2. B
This isn’t right. The shower head is blocked. 3. C
I’ve got a problem. The lock is broken. 4. C, D
I am not happy with the wine, it is far too warm. 5. B

You can also ask What are you going to do about it?

I am not happy with the noise coming from the laundry room.
What are you going to do about it?
42 43
Chapter 7. Expressing Emoions
Like – Informal
The most informal ways to say that you like something is by using Cool,
wow or awesome.
I like your bikini, the colours are cool.
Wow, that’s nice.
Have you seen Arcic Monkeys? These guys are awesome.
Likes and Dislikes – General
When you like something use I like …, I love … or I’m a (great) fan of …
I like hip-hop.
I love hiking in the desert.
I’m a great fan of ’Doc Marin’, I’ve seen all of the series.
When you do not like something use I don’t like …, I’m not (so) keen on
… or I hate …
You can also say I prefer (something else) … or I’d rather …
I don’t like ish and chips.
I am not keen on this fashion style.
I hate it when it rains all day long.
I don’t like cycling at all, I prefer walking.
I’m not so keen on walking. I’d rather cycle everywhere.
Expressing Surprise – Informal
To express your surprise in an informal situaion use Wow!
Wow! This girl is a stunner!
Other common informal expressions of surprise in the modern English
language are Dear Me!, My goodness or Goodness gracious (me)!
Dear me! You have lost a lot of weight!
Goodness Gracious! The child is a genius!
What a stunning view, goodness gracious me!
44
The following informal expressions of surprise carry a negaive hint
Gosh! or Sheesh!
They’ve charged me for the Internet access even when I told
them I have not used the Internet.
Gosh, that’s awful.
Sheesh! This is the ugliest dog I’ve ever seen!
Expressing Surprise – General
When expressing your surprise and excitement in a more formal
situaion, use Really?, Lovely, Great news, How lovely!, That’s amazing
(wonderful/ incredible) or I cannot believe it.
Is it for me? Really? How lovely!
Have you been ofered this job? Great news!
Are you geing married? That’s wonderful!
I cannot believe it, our team came third in the races!
Congratulations – Informal
When congratulaing someone informally use Well done! or Congrats!
Did you come irst in the race? Well done!
Congrats on passing the exam!
Congratulations – General
When formally congratulaing someone use Congratulaions!
Congratulaions on becoming a dad!
Have you passed your driving test? Congratulaions!
Check Point – Expressing Surprise
Q. What’s the best way to express your surprise in the following
situaions?
1. You have been ofered a free upgrade on your light.
2. Your best friend tells you she is expecing a child and she is
thrilled about it.
45
Chapter 7. Expressing Emoions
Like – Informal
The most informal ways to say that you like something is by using Cool,
wow or awesome.
I like your bikini, the colours are cool.
Wow, that’s nice.
Have you seen Arcic Monkeys? These guys are awesome.
Likes and Dislikes – General
When you like something use I like …, I love … or I’m a (great) fan of …
I like hip-hop.
I love hiking in the desert.
I’m a great fan of ’Doc Marin’, I’ve seen all of the series.
When you do not like something use I don’t like …, I’m not (so) keen on
… or I hate …
You can also say I prefer (something else) … or I’d rather …
I don’t like ish and chips.
I am not keen on this fashion style.
I hate it when it rains all day long.
I don’t like cycling at all, I prefer walking.
I’m not so keen on walking. I’d rather cycle everywhere.
Expressing Surprise – Informal
To express your surprise in an informal situaion use Wow!
Wow! This girl is a stunner!
Other common informal expressions of surprise in the modern English
language are Dear Me!, My goodness or Goodness gracious (me)!
Dear me! You have lost a lot of weight!
Goodness Gracious! The child is a genius!
What a stunning view, goodness gracious me!
44
The following informal expressions of surprise carry a negaive hint
Gosh! or Sheesh!
They’ve charged me for the Internet access even when I told
them I have not used the Internet.
Gosh, that’s awful.
Sheesh! This is the ugliest dog I’ve ever seen!
Expressing Surprise – General
When expressing your surprise and excitement in a more formal
situaion, use Really?, Lovely, Great news, How lovely!, That’s amazing
(wonderful/ incredible) or I cannot believe it.
Is it for me? Really? How lovely!
Have you been ofered this job? Great news!
Are you geing married? That’s wonderful!
I cannot believe it, our team came third in the races!
Congratulations – Informal
When congratulaing someone informally use Well done! or Congrats!
Did you come irst in the race? Well done!
Congrats on passing the exam!
Congratulations – General
When formally congratulaing someone use Congratulaions!
Congratulaions on becoming a dad!
Have you passed your driving test? Congratulaions!
Check Point – Expressing Surprise
Q. What’s the best way to express your surprise in the following
situaions?
1. You have been ofered a free upgrade on your light.
2. Your best friend tells you she is expecing a child and she is
thrilled about it.
45
 3. Your client tells you she is expecing a child and she is thrilled
about it.
4. Your friend gives you an expensive git.
5. Your manager informs you that he has been promoted.
6. Your manager informs you that you have been promoted.
7. The doctor tells you that your blood test results are all-clear.
8. Your friend shows you the photos he took on holidays.
9. Your boss shows you the photos he took on holidays.
10. Your mother-in-law tells you that her garden was awarded a
special prize.
11. Your friend tells you how he narrowly escaped being hit by the
car.
Expressing Sympathy – General
When expressing your sympathy for someone use I’m sorry, I’m so sorry
or I’m sorry to hear.
You may also add I hope things get beter soon or I hope you feel beter
soon.
I’m sorry that you had to cancel your light.
I’m so sorry that you lost your job. I hope things get beter soon
for you.
I’m sorry to hear about your motorbike being stolen.
I’m so sorry to hear about your illness. I hope you feel beter
soon.

List of possible answers (please note, in some cases there are several W h a t t o S a y o n S o m e o n e ’s D e a t h – G e n e r a l
correct opions) When expressing your sympathy in case of someone’s death, use I am
A. Wow! very saddened to hear about your loss.
B. Sheesh!
C. My goodness! Hi Alex, I’m very saddened to hear about your loss.
D. Great news! That’s so sad.
E. Lovely!
F. That’s amazing! W h a t t o S a y o n S o m e o n e ’s D e a t h – F o r m a l
G. I cannot believe it! To express your sympathy in a more formal way use Please accept my
H. Well done! condolences.
I. Congratulaions!
Hi Renee, I’m so sorry to hear that your dad has passed away.
Answers: Please accept my condolences.
1. E
2. A, D, H, I Expressing Disappointment – General
3. D, I To express you disappointment use It’s a shame, What a shame or How
4. A, C, F, G awful.
5. D, I When appropriate you may add Never mind!
6. F
7. D It’s a shame that the weather was so bad we could not go
8. A, B, H ishing.
9. E, F Sorry, I cannot join you, I work from home tonight.
10. D, H, I What a shame! Never mind! Next ime.
11. B, C My wife has broken her leg while on holiday.
How awful!
46 47
 3. Your client tells you she is expecing a child and she is thrilled
about it.
4. Your friend gives you an expensive git.
5. Your manager informs you that he has been promoted.
6. Your manager informs you that you have been promoted.
7. The doctor tells you that your blood test results are all-clear.
8. Your friend shows you the photos he took on holidays.
9. Your boss shows you the photos he took on holidays.
10. Your mother-in-law tells you that her garden was awarded a
special prize.
11. Your friend tells you how he narrowly escaped being hit by the
car.
Expressing Sympathy – General
When expressing your sympathy for someone use I’m sorry, I’m so sorry
or I’m sorry to hear.
You may also add I hope things get beter soon or I hope you feel beter
soon.
I’m sorry that you had to cancel your light.
I’m so sorry that you lost your job. I hope things get beter soon
for you.
I’m sorry to hear about your motorbike being stolen.
I’m so sorry to hear about your illness. I hope you feel beter
soon.

List of possible answers (please note, in some cases there are several W h a t t o S a y o n S o m e o n e ’s D e a t h – G e n e r a l
correct opions) When expressing your sympathy in case of someone’s death, use I am
A. Wow! very saddened to hear about your loss.
B. Sheesh!
C. My goodness! Hi Alex, I’m very saddened to hear about your loss.
D. Great news! That’s so sad.
E. Lovely!
F. That’s amazing! W h a t t o S a y o n S o m e o n e ’s D e a t h – F o r m a l
G. I cannot believe it! To express your sympathy in a more formal way use Please accept my
H. Well done! condolences.
I. Congratulaions!
Hi Renee, I’m so sorry to hear that your dad has passed away.
Answers: Please accept my condolences.
1. E
2. A, D, H, I Expressing Disappointment – General
3. D, I To express you disappointment use It’s a shame, What a shame or How
4. A, C, F, G awful.
5. D, I When appropriate you may add Never mind!
6. F
7. D It’s a shame that the weather was so bad we could not go
8. A, B, H ishing.
9. E, F Sorry, I cannot join you, I work from home tonight.
10. D, H, I What a shame! Never mind! Next ime.
11. B, C My wife has broken her leg while on holiday.
How awful!
46 47
Expressing Disappointment – Formal Answers:
To express you disappointment in a formal situaion use I’m very 1. A, B, D
disappointed. 2. A, B
3. B, E, G
I wish to make a complaint. I’m very disappointed with the 4. E, F
5. C, D
service provided.
6. A, B, G
I’m very disappointed that nothing has been done about the 7. C, H
broken air condiioner. 8. H
9. A, D
Check Point – Expressing Sympathy and 10. H
Disappointment
Expressing Being Upset – General
Q. What’s the appropriate way to react in the following situaions? When you are upset or/and really unhappy about something use I’m not
1. Your friend tells you that his pet tortoise is missing. happy about that (it), I’m really annoyed about… or I’m not in a good
2. Your friend tells you that his pet tortoise died. mood.
3. Your friend tells you that his grandmother died.
4. Your boss tells you that his grandmother died. Hi Baz, How is your new car?
5. Your friend tells you that he is late because he missed his train. Well, I’ m not happy about it. It’s too expensive for what it is.
6. Your friend tells you that he is geing divorced.
7. A shop assistant tells you that there are no coats let in your size. I’m really annoyed about this guy not turning up.
8. You are told at the train staion that your train is cancelled. Sorry, I’m not in a good mood. I’ve lost my wallet.
9. You host a garden party and one of your guests calls you to tell
When you want to ask someone why they look upset or unhappy use
that he cannot come because he got lu.
What’s the mater with you? Are you OK? or What’s wrong?
10. You bought a camera and now you brought it back to the shop
because it stopped working. What’s the mater with you? Are you not feeling well?
You don’t look your happy self. Are you OK?
List of possible answers (please note, in some cases there are several
correct opions) You are not talking to me since this morning. What’s wrong?
A. I’m sorry, poor you.
B. I’m so sorry. Expressing Being Upset – Formal
In a formal situaion to show that you are upset or/and unhappy about
C. What a shame! Never mind.
something use I’m confused, I’m bemused or I’m upset about…
D. It’s a shame.
E. I’m so sorry to hear about your loss. I’m confused. I paid for a room with a queen bed, a balcony and
F. Please accept my condolences. sea views. This room has a twin bed, no balcony and no sea
G. I’m very saddened to hear about it. views.
H. I’m very disappointed. I’m bemused with the way I have been served.
I’m upset about the club cancelling my membership.
48 49
Expressing Disappointment – Formal Answers:
To express you disappointment in a formal situaion use I’m very 1. A, B, D
disappointed. 2. A, B
3. B, E, G
I wish to make a complaint. I’m very disappointed with the 4. E, F
5. C, D
service provided.
6. A, B, G
I’m very disappointed that nothing has been done about the 7. C, H
broken air condiioner. 8. H
9. A, D
Check Point – Expressing Sympathy and 10. H
Disappointment
Expressing Being Upset – General
Q. What’s the appropriate way to react in the following situaions? When you are upset or/and really unhappy about something use I’m not
1. Your friend tells you that his pet tortoise is missing. happy about that (it), I’m really annoyed about… or I’m not in a good
2. Your friend tells you that his pet tortoise died. mood.
3. Your friend tells you that his grandmother died.
4. Your boss tells you that his grandmother died. Hi Baz, How is your new car?
5. Your friend tells you that he is late because he missed his train. Well, I’ m not happy about it. It’s too expensive for what it is.
6. Your friend tells you that he is geing divorced.
7. A shop assistant tells you that there are no coats let in your size. I’m really annoyed about this guy not turning up.
8. You are told at the train staion that your train is cancelled. Sorry, I’m not in a good mood. I’ve lost my wallet.
9. You host a garden party and one of your guests calls you to tell
When you want to ask someone why they look upset or unhappy use
that he cannot come because he got lu.
What’s the mater with you? Are you OK? or What’s wrong?
10. You bought a camera and now you brought it back to the shop
because it stopped working. What’s the mater with you? Are you not feeling well?
You don’t look your happy self. Are you OK?
List of possible answers (please note, in some cases there are several
correct opions) You are not talking to me since this morning. What’s wrong?
A. I’m sorry, poor you.
B. I’m so sorry. Expressing Being Upset – Formal
In a formal situaion to show that you are upset or/and unhappy about
C. What a shame! Never mind.
something use I’m confused, I’m bemused or I’m upset about…
D. It’s a shame.
E. I’m so sorry to hear about your loss. I’m confused. I paid for a room with a queen bed, a balcony and
F. Please accept my condolences. sea views. This room has a twin bed, no balcony and no sea
G. I’m very saddened to hear about it. views.
H. I’m very disappointed. I’m bemused with the way I have been served.
I’m upset about the club cancelling my membership.
48 49
Notes Chapter 8. How to Say Good Bye
• When expressing your negaive emoions in Britain or US, make
sure that you tone them down. Do not shout, avoid making As with greeings, it is important to inish a conversaion on the right
gestures. Otherwise you will be perceived as rude. note. There are so many ways to say Good bye in English, below are just
a few of them.
Check Point – Expressing Being Upset
Saying Good Bye – Informal
Q. Which expressions would be appropriate to use in the following
The most common informal way to inish the conversaion is to say Bye
situaions?
or Bye-bye.
1. You are telling your neighbour that you’ve lost your key.
2. You are telling your friend that you are unhappy with them going Bye, Chad.
clubbing without you Bye-Bye, Kendall.
3. You cancel a pre-paid trip and the agency refuses to refund you.
4. You are upset about the argument you had with your partner Other informal ways to say good bye are See you, See you soon, See you
and your boss asks you ‘Are you OK?’ later, Take care, Cheerio, Be good and Ta-da.
5. Your colleague said something unpleasant about you.
6. You brought a faulty watch back to the shop but they refuse to See you, Pete.
take it back. Take care, Wendy.
7. When checking out of the hotel they charge you for the phone See you soon, kids.
calls you have not made. Cheerio, my love.
List of possible answers (please note, in some cases there are several
correct opions) Saying Good Bye – General
A. I’m not happy about that. Goodbye is a bit more formal way to inish the conversaion.
B. I’m really annoyed about...
Goodbye, Dr Watson.
C. I’m not in a good mood.
Goodbye, Mrs Taylor.
D. I’m confused.
E. I’m bemused.
If you had a chat with someone ater not seeing them for a while, when
F. I’m upset about….
saying Good bye you can also add It was nice to see you.
Answers:
1. B, C Goodbye, Paolo, it was nice to see you.
2. A, B Goodbye, Roger, hope to see you again soon.
3. D, E, F
4. C If you had a chat with someone you’ve just met for the irst ime, when
5. A saying Good bye you can also add It was nice to meet you. The response
6. F to that should be It was nice to meet you as well or Likewise.
7. D, E, F
Goodbye, Linda, it was nice to meet you.
50 51
Notes Chapter 8. How to Say Good Bye
• When expressing your negaive emoions in Britain or US, make
sure that you tone them down. Do not shout, avoid making As with greeings, it is important to inish a conversaion on the right
gestures. Otherwise you will be perceived as rude. note. There are so many ways to say Good bye in English, below are just
a few of them.
Check Point – Expressing Being Upset
Saying Good Bye – Informal
Q. Which expressions would be appropriate to use in the following
The most common informal way to inish the conversaion is to say Bye
situaions?
or Bye-bye.
1. You are telling your neighbour that you’ve lost your key.
2. You are telling your friend that you are unhappy with them going Bye, Chad.
clubbing without you Bye-Bye, Kendall.
3. You cancel a pre-paid trip and the agency refuses to refund you.
4. You are upset about the argument you had with your partner Other informal ways to say good bye are See you, See you soon, See you
and your boss asks you ‘Are you OK?’ later, Take care, Cheerio, Be good and Ta-da.
5. Your colleague said something unpleasant about you.
6. You brought a faulty watch back to the shop but they refuse to See you, Pete.
take it back. Take care, Wendy.
7. When checking out of the hotel they charge you for the phone See you soon, kids.
calls you have not made. Cheerio, my love.
List of possible answers (please note, in some cases there are several
correct opions) Saying Good Bye – General
A. I’m not happy about that. Goodbye is a bit more formal way to inish the conversaion.
B. I’m really annoyed about...
Goodbye, Dr Watson.
C. I’m not in a good mood.
Goodbye, Mrs Taylor.
D. I’m confused.
E. I’m bemused.
If you had a chat with someone ater not seeing them for a while, when
F. I’m upset about….
saying Good bye you can also add It was nice to see you.
Answers:
1. B, C Goodbye, Paolo, it was nice to see you.
2. A, B Goodbye, Roger, hope to see you again soon.
3. D, E, F
4. C If you had a chat with someone you’ve just met for the irst ime, when
5. A saying Good bye you can also add It was nice to meet you. The response
6. F to that should be It was nice to meet you as well or Likewise.
7. D, E, F
Goodbye, Linda, it was nice to meet you.
50 51
 Goodbye, Barbara, it was nice to meet you as well.
Goodbye, Mr Smith, it was nice to meet you.
Goodbye, Mr Weston, likewise.
When you or someone else is going to bed say Good night.
Good night, Leslie.
Using an Excuse to End a Conversation
If you want to inish a conversaion use an excuse to do so. Depending
on whom you talk to it can be something you or them have to do, or any
other plausible excuse. Use I beter go, I beter let you go or I have to go
(run) followed by the excuse.
I beter go, it’s dinner ime and my mum is waiing on me.
Speak to you soon! Be good!
I beter let you go, it is geing really late now. Take care!
I’m very sorry, but I have to go. I am way behind on my
homework. Let’s talk again soon. Bye!
It’s been great talking to you but I have to run. I’ll talk to you
later. Ta-ta!
Chapter 9. Talking about Direcions
Asking for Directions
When asking for a certain place use Is there…?
Is there a junior school in the area?
When asking for direcions use How do I get to…?, Where is…?, Where
do I ind? or Which way is…?
Be polite and start with Excuse me.
Excuse me, how do I get to the police staion?
Excuse me, where is the nearest hospital?
Excuse me, where do I ind the Tourist Informaion Centre?
Excuse me, which way is the harbour?
You may need to ask for further informaion, for example:
Whereabouts is it?
Where is it exactly?
What’s the quickest way of geing to …?
How far is it?
What’s the best way to get there?
Is it this way?
How long will it take me to walk (drive) there?
Which road should I take?

U s e f u l Te r m i n o l o g y

Straight ahead Take the irst exit (when on the

Follow the signs roundabout or motorway)
Follow the road Keep to the right
Keep going Turn back
Turn right Go up (down)
On your let there will be… Pedestrian (zebra) crossing
Take the irst right turn Traic lights

52 53
 Goodbye, Barbara, it was nice to meet you as well.
Goodbye, Mr Smith, it was nice to meet you.
Goodbye, Mr Weston, likewise.
When you or someone else is going to bed say Good night.
Good night, Leslie.
Using an Excuse to End a Conversation
If you want to inish a conversaion use an excuse to do so. Depending
on whom you talk to it can be something you or them have to do, or any
other plausible excuse. Use I beter go, I beter let you go or I have to go
(run) followed by the excuse.
I beter go, it’s dinner ime and my mum is waiing on me.
Speak to you soon! Be good!
I beter let you go, it is geing really late now. Take care!
I’m very sorry, but I have to go. I am way behind on my
homework. Let’s talk again soon. Bye!
It’s been great talking to you but I have to run. I’ll talk to you
later. Ta-ta!
Chapter 9. Talking about Direcions
Asking for Directions
When asking for a certain place use Is there…?
Is there a junior school in the area?
When asking for direcions use How do I get to…?, Where is…?, Where
do I ind? or Which way is…?
Be polite and start with Excuse me.
Excuse me, how do I get to the police staion?
Excuse me, where is the nearest hospital?
Excuse me, where do I ind the Tourist Informaion Centre?
Excuse me, which way is the harbour?
You may need to ask for further informaion, for example:
Whereabouts is it?
Where is it exactly?
What’s the quickest way of geing to …?
How far is it?
What’s the best way to get there?
Is it this way?
How long will it take me to walk (drive) there?
Which road should I take?

U s e f u l Te r m i n o l o g y

Straight ahead Take the irst exit (when on the

Follow the signs roundabout or motorway)
Follow the road Keep to the right
Keep going Turn back
Turn right Go up (down)
On your let there will be… Pedestrian (zebra) crossing
Take the irst right turn Traic lights

52 53
Crossroads Bridge Notes
Roundabout Street, Avenue, Road, Lane, Close, • When discussing distances with locals in Britain bear in
Level Crossing Crescent mind that older people use miles, yards and feet rather than
Juncion One-way street kilometres and metres.
Underpass Shopping mall (US), Shopping • When explaining direcions to other person avoid too many
arcade (UK), Shopping centre details, as this may be confusing. Check that they have
understood you.
Getting Driving Directions – Example

A: Excuse me, how do I get to the ‘Rising Sun’ pub?

B: Drive straight ahead down that road unil the roundabout,
take the second exit, go down Finch Road. Take the third let
on Royal Crescent. Go down Royal Crescent unil you see the
sign ‘Rising Sun’. It will be to your right.
A: Thank you! And how far is the roundabout?
B: About 5 minutes.
A: Thanks again.
B: No problem.

Giving Directions – Example

Our address is 5A, Backstreet Close. We are within 20 minutes’ walk from
the staion. When you get of the train, walk through the train staion and
you will ind yourself facing a square with the fountain. Keep to your let
without crossing the square and take the second let turn into Rodwell
Street. Keep walking down Rodwell Street unil you see the crossroads with
the lights. Do not cross the road. Turn right and in about 10 minutes’ walk
there will be a litle park on your right. Go past the park and you will see
the ‘Jubilee’ shopping arcade. Pass the shopping arcade and turn right into
Backstreet Close. We are the second building on the right.

Giving Directions in a Building – Example

The solicitor’s oice is in the main building, Room 606. Go through the
main entrance and turn right. You will see the stairs. Go up the stairs to
the irst loor and walk through the corridor unil you reach the end of it.
At the end of the corridor there will be stairs and a lit. Go up to the twelth
loor. When you are on the twelth loor go to your right. Room 606 is next
to the vending machine and opposite the toilets.
54 55
Crossroads Bridge Notes
Roundabout Street, Avenue, Road, Lane, Close, • When discussing distances with locals in Britain bear in
Level Crossing Crescent mind that older people use miles, yards and feet rather than
Juncion One-way street kilometres and metres.
Underpass Shopping mall (US), Shopping • When explaining direcions to other person avoid too many
arcade (UK), Shopping centre details, as this may be confusing. Check that they have
understood you.
Getting Driving Directions – Example

A: Excuse me, how do I get to the ‘Rising Sun’ pub?

B: Drive straight ahead down that road unil the roundabout,
take the second exit, go down Finch Road. Take the third let
on Royal Crescent. Go down Royal Crescent unil you see the
sign ‘Rising Sun’. It will be to your right.
A: Thank you! And how far is the roundabout?
B: About 5 minutes.
A: Thanks again.
B: No problem.

Giving Directions – Example

Our address is 5A, Backstreet Close. We are within 20 minutes’ walk from
the staion. When you get of the train, walk through the train staion and
you will ind yourself facing a square with the fountain. Keep to your let
without crossing the square and take the second let turn into Rodwell
Street. Keep walking down Rodwell Street unil you see the crossroads with
the lights. Do not cross the road. Turn right and in about 10 minutes’ walk
there will be a litle park on your right. Go past the park and you will see
the ‘Jubilee’ shopping arcade. Pass the shopping arcade and turn right into
Backstreet Close. We are the second building on the right.

Giving Directions in a Building – Example

The solicitor’s oice is in the main building, Room 606. Go through the
main entrance and turn right. You will see the stairs. Go up the stairs to
the irst loor and walk through the corridor unil you reach the end of it.
At the end of the corridor there will be stairs and a lit. Go up to the twelth
loor. When you are on the twelth loor go to your right. Room 606 is next
to the vending machine and opposite the toilets.
54 55
Chapter 10. Talking about Dates U s e f u l Te r m i n o l o g y

Annual Daily
When talking about date use … of ….
Seasonal A couple of days
The arrival date is the twenty sixth of October. Monthly A fortnight (2 weeks)
The job starts on the irst of January. Weekly On a daily/weekly/monthly basis
Bi-weekly (every 2 weeks) All year round
Weekdays, weekend
When making appointments and reservaions it is a common pracice to
conirm both the date and the day of the week: We sell annual, seasonal, monthly, weekly and daily ickets.
The meeing is held bi-weekly.
Can I book the ickets for Monday, the seventeenth of June The meeing is run once a fortnight.
please? I will be back in a couple of days.
The appointment is for the third of April, Friday. Our fuel prices are reviewed on a daily basis.
When asking about a speciic date use What date …? We are opened for business all year round except for
What date is next Wednesday? Christmas, New Year and Easter.
What date is the concert? If you are busy at the weekdays, why won’t you join us at the
weekend?
When talking about a year in a four-digit format, if the year is before
2000, use two two-digit numbers.

The batle took place on the third of May seventeen forty seven
(1747).
In eleven eighty (1180) most of the town was destroyed by ire.
When talking about a year between 2000 and 2009, use ‘two thousand
and’.

The irst ediion of the book was published in two thousand and
two (2002).
For the rest of the 21st century years use either two two-digit numbers or
the ‘two thousand and’ structure.

The movie remake was released in twenty eleven (2011).

The song was at the top of the charts in two thousand and
eleven (2011).

56 57
Chapter 10. Talking about Dates U s e f u l Te r m i n o l o g y

Annual Daily
When talking about date use … of ….
Seasonal A couple of days
The arrival date is the twenty sixth of October. Monthly A fortnight (2 weeks)
The job starts on the irst of January. Weekly On a daily/weekly/monthly basis
Bi-weekly (every 2 weeks) All year round
Weekdays, weekend
When making appointments and reservaions it is a common pracice to
conirm both the date and the day of the week: We sell annual, seasonal, monthly, weekly and daily ickets.
The meeing is held bi-weekly.
Can I book the ickets for Monday, the seventeenth of June The meeing is run once a fortnight.
please? I will be back in a couple of days.
The appointment is for the third of April, Friday. Our fuel prices are reviewed on a daily basis.
When asking about a speciic date use What date …? We are opened for business all year round except for
What date is next Wednesday? Christmas, New Year and Easter.
What date is the concert? If you are busy at the weekdays, why won’t you join us at the
weekend?
When talking about a year in a four-digit format, if the year is before
2000, use two two-digit numbers.

The batle took place on the third of May seventeen forty seven
(1747).
In eleven eighty (1180) most of the town was destroyed by ire.
When talking about a year between 2000 and 2009, use ‘two thousand
and’.

The irst ediion of the book was published in two thousand and
two (2002).
For the rest of the 21st century years use either two two-digit numbers or
the ‘two thousand and’ structure.

The movie remake was released in twenty eleven (2011).

The song was at the top of the charts in two thousand and
eleven (2011).

56 57
Chapter 11. Talking about Time
When asking about the ime use What ime?
What ime is dinner?
What ime is it?
What ime does the bus leave?
When talking about the exact hour use … o’clock, oh oh or … on the
hour.
The dinner starts at seven o’clock.
The coach leaves at twenty one oh oh.
The train arrival imes are every hour on the hour.
The oicial announcements oten use the word ‘hundred’ to represent
the exact hour.
At seven hundred hours (07:00) the bridge will be closed to
traic.
The incident was reported at twenty one hundred hours (21:00).
When talking about the ime between midnight and 12 noon (also called
midday) use In the morning, while talking about the ime between 12
noon and midnight use In the aternoon, In the evening, At night.
I am on the support rota every day from seven in the morning
unil four in the aternoon.
The shops in the town centre shut at six thirty in the evening.
She has her last botle of baby food at ten at night.
When talking about 30 minutes or less ater the hour use … past ….
The ilm ends at half past eleven.
It is ten past one, hurry up!
When talking about 29 minutes or less before the hour use … to ….
We let the place at ive to midnight.
I will get to the bank not later than ten to ten.
58
The word quarter meaning 15 minutes is widely used in conversaions.
It’s already quarter past seven.
We will be leaving at nine. Can you please get here by
quarter to?
To highlight in an informal chat that something happened at exact ime
use Bang on ime or On the buton.
I was there bang on ime.
The ferry let at six thirty ive on the buton.
12 Hour Clock Notation
When using the 12 hour clock notaion use am (ante meridiem) for the
ime between midnight and 12 noon; use pm (post meridiem) for the
ime between 12 noon and midnight.
The last arrival was at eleven twenty am.
The next departure is at eleven twenty pm.
When talking about the irst nine minutes of the hour use oh.
The email was received on the irst of June at nine oh nine am
(9:09).
24 Hour Clock Notation
The 24 hour clock notaion (also called military ime) can be used for the
imes between 12 noon and midnight. It is a more formal structure than
the 12 hour notaion.
The next meeing is at fourteen thirty ive.
The transacion was approved at sixteen ity nine, and the
actual money transfer was completed at seventeen oh two.
Notes
• Someimes local people say ‘Half eight’. Avoid using this
expression, because in some countries it means ‘half hour past
eight (8:30)’, while in other countries it means ‘half hour to eight
(7:30)’.
• Beware that the next minute ater eleven ity nine (11:59) am is
59
Chapter 11. Talking about Time
When asking about the ime use What ime?
What ime is dinner?
What ime is it?
What ime does the bus leave?
When talking about the exact hour use … o’clock, oh oh or … on the
hour.
The dinner starts at seven o’clock.
The coach leaves at twenty one oh oh.
The train arrival imes are every hour on the hour.
The oicial announcements oten use the word ‘hundred’ to represent
the exact hour.
At seven hundred hours (07:00) the bridge will be closed to
traic.
The incident was reported at twenty one hundred hours (21:00).
When talking about the ime between midnight and 12 noon (also called
midday) use In the morning, while talking about the ime between 12
noon and midnight use In the aternoon, In the evening, At night.
I am on the support rota every day from seven in the morning
unil four in the aternoon.
The shops in the town centre shut at six thirty in the evening.
She has her last botle of baby food at ten at night.
When talking about 30 minutes or less ater the hour use … past ….
The ilm ends at half past eleven.
It is ten past one, hurry up!
When talking about 29 minutes or less before the hour use … to ….
We let the place at ive to midnight.
I will get to the bank not later than ten to ten.
58
The word quarter meaning 15 minutes is widely used in conversaions.
It’s already quarter past seven.
We will be leaving at nine. Can you please get here by
quarter to?
To highlight in an informal chat that something happened at exact ime
use Bang on ime or On the buton.
I was there bang on ime.
The ferry let at six thirty ive on the buton.
12 Hour Clock Notation
When using the 12 hour clock notaion use am (ante meridiem) for the
ime between midnight and 12 noon; use pm (post meridiem) for the
ime between 12 noon and midnight.
The last arrival was at eleven twenty am.
The next departure is at eleven twenty pm.
When talking about the irst nine minutes of the hour use oh.
The email was received on the irst of June at nine oh nine am
(9:09).
24 Hour Clock Notation
The 24 hour clock notaion (also called military ime) can be used for the
imes between 12 noon and midnight. It is a more formal structure than
the 12 hour notaion.
The next meeing is at fourteen thirty ive.
The transacion was approved at sixteen ity nine, and the
actual money transfer was completed at seventeen oh two.
Notes
• Someimes local people say ‘Half eight’. Avoid using this
expression, because in some countries it means ‘half hour past
eight (8:30)’, while in other countries it means ‘half hour to eight
(7:30)’.
• Beware that the next minute ater eleven ity nine (11:59) am is
59
 twelve pm! It can also be called twelve noon or midday. Chapter 12. Talking about Names
• When talking about midnight (24:00 or 00:00), avoid saying
‘twelve am’, as it gets very confusing. Instead, say Midnight or The English spelling of names can be quite confusing.
Twenty four oh oh, as pronouncing ’00:00’ does not sound good.
Some personal names have diferent spelling while sounding exactly the
Check Point – Time same: Gerry and Jerry, Lee and Leigh, Jean and Gene to name a few.
Q. You meet with Berrie Benson at 4:15 next Monday aternoon. How Other personal names can have more than one ways of spelling them:
will you say this in the following scenarios? Catherine and Katherine, Stuart and Stewart, Isabel and Isobel.
1. Berrie Benson is your friend.
2. Berrie Benson is your boss and you have a work-related meeing To avoid confusion when talking about names use the English Phoneic
with him. Spelling (or Phoneic Speller), which is widely recognised across the
3. Berrie Benson is your client. globe:
4. Berrie Benson is an estate agent who shows you the house you
A – Alpha N – November
want to rent.
B – Bravo O – Oscar
5. Berrie Benson is your doctor.
C – Charlie P – Papa
6. Berrie Benson is your sister’s mother-in-law.
D – Delta Q – Quebec
List of possible answers (please note, in some cases there are several E – Echo R – Romeo
correct opions) F – Foxtrot S – Sierra
A. Quarter past four next Monday. G – Golf T – Tango
B. Four iteen on the twenty sixth of October, Monday next week. H – Hotel U – Uniform
C. Four iteen in the aternoon, next Monday, twenty sixth of I – India V – Victor
October. J – Juliet W – Whisky
D. Sixteen iteen on Monday, twenty sixth of October. K – Kilo X – X-ray
E. Monday, twenty sixth of October at four iteen pm. L – Lima Y – Yankee
M – Mike Z – Zulu
Answers:
1. A, C
The desinaion is Zhengzhou – Zulu, Hotel, Echo, November,
2. D, E
Golf, Zulu, Hotel, Oscar, Uniform.
3. B, C, E
4. B, E My irst name is Rachael, which is spelt R for Romeo, A for
5. A, B, C, E Alpha, C for Charlie, H for Hotel, A for Alpha, E for Echo and L
for Lima.

Is it Gerry with G for Golf or J for Juliet?

Some names are writen with an apostrophe (‘) or hyphen (-)’

60 61
 twelve pm! It can also be called twelve noon or midday. Chapter 12. Talking about Names
• When talking about midnight (24:00 or 00:00), avoid saying
‘twelve am’, as it gets very confusing. Instead, say Midnight or The English spelling of names can be quite confusing.
Twenty four oh oh, as pronouncing ’00:00’ does not sound good.
Some personal names have diferent spelling while sounding exactly the
Check Point – Time same: Gerry and Jerry, Lee and Leigh, Jean and Gene to name a few.
Q. You meet with Berrie Benson at 4:15 next Monday aternoon. How Other personal names can have more than one ways of spelling them:
will you say this in the following scenarios? Catherine and Katherine, Stuart and Stewart, Isabel and Isobel.
1. Berrie Benson is your friend.
2. Berrie Benson is your boss and you have a work-related meeing To avoid confusion when talking about names use the English Phoneic
with him. Spelling (or Phoneic Speller), which is widely recognised across the
3. Berrie Benson is your client. globe:
4. Berrie Benson is an estate agent who shows you the house you
A – Alpha N – November
want to rent.
B – Bravo O – Oscar
5. Berrie Benson is your doctor.
C – Charlie P – Papa
6. Berrie Benson is your sister’s mother-in-law.
D – Delta Q – Quebec
List of possible answers (please note, in some cases there are several E – Echo R – Romeo
correct opions) F – Foxtrot S – Sierra
A. Quarter past four next Monday. G – Golf T – Tango
B. Four iteen on the twenty sixth of October, Monday next week. H – Hotel U – Uniform
C. Four iteen in the aternoon, next Monday, twenty sixth of I – India V – Victor
October. J – Juliet W – Whisky
D. Sixteen iteen on Monday, twenty sixth of October. K – Kilo X – X-ray
E. Monday, twenty sixth of October at four iteen pm. L – Lima Y – Yankee
M – Mike Z – Zulu
Answers:
1. A, C
The desinaion is Zhengzhou – Zulu, Hotel, Echo, November,
2. D, E
Golf, Zulu, Hotel, Oscar, Uniform.
3. B, C, E
4. B, E My irst name is Rachael, which is spelt R for Romeo, A for
5. A, B, C, E Alpha, C for Charlie, H for Hotel, A for Alpha, E for Echo and L
for Lima.

Is it Gerry with G for Golf or J for Juliet?

Some names are writen with an apostrophe (‘) or hyphen (-)’

60 61
 The name is O’Brien: Oscar, apostrophe, Bravo, Romeo, India, Chapter 13. Talking about Address
Echo, November.
When spelling address in Briish English do it in the following sequence:
The last name is Bar-Chaim: Bravo, Alpha, Romeo, hyphen,
Charlie, Hotel, Alpha, India, Mike. house number or house name; street name, apartment number, town/
city; county; post code.
Some names have St (saint) in them.
My address is: thirty nine Derby Street, apartment six,
The irst name is Mary: Mike, Alpha, Romeo,Yankee. The last
Puddletown, Dorset, DT8 12AB
name is Saint Claire: Sierra Tango followed by Charlie, Lima,
Alpha, India, Romeo, Echo. The delivery address is the following: Ocean Villa, Dream
Cotages, Morecambe, Lancashire, LA1 17HH
When spelling a name with a repeated leter, do not use the word
‘double’, rather repeat the leter’s phoneic symbol twice. The post code in the UK consists of two leters followed by a one or two-
digit number followed by another one or two-digit number followed by
I have a reservaion in the name of Kerry: Kilo, Echo, Romeo,
two leters. The number ‘0’ in the code is pronounced ‘oh’.
Romeo, Yankee.
For example, DT8 12AB is spelt ‘D T eight twelve A B’ and BA7 0BA is
When you are introduced to someone and you are not sure you heard
spelt ‘B A seven oh B A’.
their name clearly, ask them to repeat and/or spell their name as
following: Some postal addresses use P.O.B which stands for Post Oice Box.
Excuse me, I didn’t quite catch your name, can you repeat it Please respond to the following address:
please? P.O.B. 1234, Trowbridge, Wiltshire, BA2 1RD.
Sorry, I didn’t get your name, how do you spell it?

62 63
 The name is O’Brien: Oscar, apostrophe, Bravo, Romeo, India, Chapter 13. Talking about Address
Echo, November.
When spelling address in Briish English do it in the following sequence:
The last name is Bar-Chaim: Bravo, Alpha, Romeo, hyphen,
Charlie, Hotel, Alpha, India, Mike. house number or house name; street name, apartment number, town/
city; county; post code.
Some names have St (saint) in them.
My address is: thirty nine Derby Street, apartment six,
The irst name is Mary: Mike, Alpha, Romeo,Yankee. The last
Puddletown, Dorset, DT8 12AB
name is Saint Claire: Sierra Tango followed by Charlie, Lima,
Alpha, India, Romeo, Echo. The delivery address is the following: Ocean Villa, Dream
Cotages, Morecambe, Lancashire, LA1 17HH
When spelling a name with a repeated leter, do not use the word
‘double’, rather repeat the leter’s phoneic symbol twice. The post code in the UK consists of two leters followed by a one or two-
digit number followed by another one or two-digit number followed by
I have a reservaion in the name of Kerry: Kilo, Echo, Romeo,
two leters. The number ‘0’ in the code is pronounced ‘oh’.
Romeo, Yankee.
For example, DT8 12AB is spelt ‘D T eight twelve A B’ and BA7 0BA is
When you are introduced to someone and you are not sure you heard
spelt ‘B A seven oh B A’.
their name clearly, ask them to repeat and/or spell their name as
following: Some postal addresses use P.O.B which stands for Post Oice Box.
Excuse me, I didn’t quite catch your name, can you repeat it Please respond to the following address:
please? P.O.B. 1234, Trowbridge, Wiltshire, BA2 1RD.
Sorry, I didn’t get your name, how do you spell it?

62 63
Chapter 14. Talking about Numbers
When pronouncing numbers inishing with –teen (thirteen to nineteen)
place the accent on ‘teen’. When saying other numbers (for example
thirty) the accent is on the beginning.
When saying numbers in hundreds use the word ‘and’.
This is the light number ive hundred and twelve (512).
In Britain the 4-digit number is spelt using the word ‘hundred’, not
‘thousand’.
The price is sixteen hundred and ninety nine pound (1699).
The car has only eighty ive hundred miles (8500) on the
clock.
For ‘0’ use ‘zero’ or ‘oh’.
The card number is one two zero eight zero nine (120809).
The room is on the third loor, the room number is three oh
three (303).
For repeated numbers use the word ‘double’ or ‘triple’. When a number
is repeated 4 imes, use the word ‘double…’ twice.
For example, the number 666 5555 is spelt ‘triple six double ive double
ive’
The telephone number 01202 773 600 is spelt: ‘oh one two or two
double seven tree six double oh’.
A word dozen (12) is commonly used in the English conversaional
language.
Eggs are oten sold in dozens.
Half a dozen doughnuts will be suicient, thank you.
64
Chapter 15. Asking for Toilets and Baby Changing Rooms
When you need the toilet, there are diferent ways to ask for it
depending on where you are and whom you talk to.
To i l e t Ta l k – I n f o r m a l
When talking to your friends you can ask for loo or bog.
Where is your loo, Dave?
I’m of to the bog.
To i l e t Ta l k – G e n e r a l
A more formal way would be to ask for the toilet (male, female and
unisex), Ladies’ or Gents’ or public convenience. Use that when asking
people you don’t know.
For example, you can use that whilst being out or visiing.
Excuse me, is there a toilet in the shop?
The male toilet is to the let and the female toilet is to the right.
The unisex toilet is in between.
Can I use the Ladies’ please?
Can you direct me to the nearest public convenience, please?
To i l e t Ta l k – F o r m a l
The most formal way is to ask for the Ladies’ or Gentleman’s restroom
or washroom.
Excuse me, can you point me towards the Ladies’ restroom,
please?
You will ind the Ladies’ and Gentleman’s washrooms on the
irst loor.
If you ind yourself a formal meeing and you need to go to the toilet use
Can I be excused for 5 minutes please or Excuse me, I will be back in 5
minutes.
65
Chapter 14. Talking about Numbers
When pronouncing numbers inishing with –teen (thirteen to nineteen)
place the accent on ‘teen’. When saying other numbers (for example
thirty) the accent is on the beginning.
When saying numbers in hundreds use the word ‘and’.
This is the light number ive hundred and twelve (512).
In Britain the 4-digit number is spelt using the word ‘hundred’, not
‘thousand’.
The price is sixteen hundred and ninety nine pound (1699).
The car has only eighty ive hundred miles (8500) on the
clock.
For ‘0’ use ‘zero’ or ‘oh’.
The card number is one two zero eight zero nine (120809).
The room is on the third loor, the room number is three oh
three (303).
For repeated numbers use the word ‘double’ or ‘triple’. When a number
is repeated 4 imes, use the word ‘double…’ twice.
For example, the number 666 5555 is spelt ‘triple six double ive double
ive’
The telephone number 01202 773 600 is spelt: ‘oh one two or two
double seven tree six double oh’.
A word dozen (12) is commonly used in the English conversaional
language.
Eggs are oten sold in dozens.
Half a dozen doughnuts will be suicient, thank you.
64
Chapter 15. Asking for Toilets and Baby Changing Rooms
When you need the toilet, there are diferent ways to ask for it
depending on where you are and whom you talk to.
To i l e t Ta l k – I n f o r m a l
When talking to your friends you can ask for loo or bog.
Where is your loo, Dave?
I’m of to the bog.
To i l e t Ta l k – G e n e r a l
A more formal way would be to ask for the toilet (male, female and
unisex), Ladies’ or Gents’ or public convenience. Use that when asking
people you don’t know.
For example, you can use that whilst being out or visiing.
Excuse me, is there a toilet in the shop?
The male toilet is to the let and the female toilet is to the right.
The unisex toilet is in between.
Can I use the Ladies’ please?
Can you direct me to the nearest public convenience, please?
To i l e t Ta l k – F o r m a l
The most formal way is to ask for the Ladies’ or Gentleman’s restroom
or washroom.
Excuse me, can you point me towards the Ladies’ restroom,
please?
You will ind the Ladies’ and Gentleman’s washrooms on the
irst loor.
If you ind yourself a formal meeing and you need to go to the toilet use
Can I be excused for 5 minutes please or Excuse me, I will be back in 5
minutes.
65
Baby Changing Rooms PART 2. Daily Life Events
These days many public toilets have baby changing faciliies, either in the
ladies’ toilet or in a separate room. They are marked with a blue sign.

Excuse me, where is the baby changing room, please?

The baby changing room is located in the disabled toilet on the
ground loor. Chapter 1. Eaing Out

M a k i n g a R e s t a u r a n t R e s e r v a t i o n b y Te l e p h o n e
When you plan to go out for dinner the best way is to book a table in
advance. When making a telephone call to book a table in a paricular
restaurant you will need to provide the following informaion: your
name, date and ime of the reservaion, the number of people in your
group and if you have special requests.

Dialogue: Making a Restaurant Reservation

Host: ‘Golden Eagle’. How may I help you?
Caller: Hi, I’d like to reserve a table for dinner for Thursday, the
third of April.
Host: May I have your name please?
Caller: My name is Ronald Black.
Host: What ime on Thursday would you like the booking for, Mr
Black?
Caller: We will arrive about 6pm.
Host: And how many people will atend, Mr Black?
Caller: There will be six adults, two children and one baby.
Host: Very good. We will reserve a table for nine people for you,
Sir and we will provide two child chairs and a baby chair.
Caller: Thank you. Can we have a table with a sea view please?
Host: Certainly, Sir. Thanks for calling ‘Golden Eagle’.
Caller: Thank you very much.

If you have special requests use Can (or Could) we have…please? These
are some of the special requests you may consider:

Booth or private dining room;

Table outside;

66 67
Baby Changing Rooms PART 2. Daily Life Events
These days many public toilets have baby changing faciliies, either in the
ladies’ toilet or in a separate room. They are marked with a blue sign.

Excuse me, where is the baby changing room, please?

The baby changing room is located in the disabled toilet on the
ground loor. Chapter 1. Eaing Out

M a k i n g a R e s t a u r a n t R e s e r v a t i o n b y Te l e p h o n e
When you plan to go out for dinner the best way is to book a table in
advance. When making a telephone call to book a table in a paricular
restaurant you will need to provide the following informaion: your
name, date and ime of the reservaion, the number of people in your
group and if you have special requests.

Dialogue: Making a Restaurant Reservation

Host: ‘Golden Eagle’. How may I help you?
Caller: Hi, I’d like to reserve a table for dinner for Thursday, the
third of April.
Host: May I have your name please?
Caller: My name is Ronald Black.
Host: What ime on Thursday would you like the booking for, Mr
Black?
Caller: We will arrive about 6pm.
Host: And how many people will atend, Mr Black?
Caller: There will be six adults, two children and one baby.
Host: Very good. We will reserve a table for nine people for you,
Sir and we will provide two child chairs and a baby chair.
Caller: Thank you. Can we have a table with a sea view please?
Host: Certainly, Sir. Thanks for calling ‘Golden Eagle’.
Caller: Thank you very much.

If you have special requests use Can (or Could) we have…please? These
are some of the special requests you may consider:

Booth or private dining room;

Table outside;

66 67
 Table by the window;
Table in a smoking/non-smoking area;
Table in a quiet area;
Table away from the kitchen or toilets;
High chair for a child;
Access for a wheelchair;
Special dietary requirements: vegetarian, vegan, gluten-free etc..
On your arrival to the restaurant use Good evening. The name is… I have
a table booked for (number of people) or Hi, we have a reservaion for a
table for (number of people) in the name of …
Walking in a Restaurant without a Reser vation
When you walk into a restaurant without reserving a table a restaurant
may be fully booked.
In this case a host or a waiter will tell you straight away: Sorry we’re full
or Sorry, we’re fully booked for tonight.
Placing an Order
In some eaing places the customers order their food at the ill and pay
for the food upfront. If you are not sure if this is the case ask the waiter
Is there a table service or do I order at the ill?
If you wish to ask for a menu in a diferent language use Do you have the
menu in … please?
When you are not yet ready with your order use I think we need a litle
bit longer.
When you are not sure what to order you may ask a waiter:
Are there any house specials today?
What would you recommend?
What do you recommend for desert?
When you are ready with the order call the waiter and use Excuse me, I
think we are ready to order now or Excuse me, could you take our order
please?

On other occasions you may have to wait for a free table. Therefore, the Make your order using the following structures:
irst thing you do on entering a restaurant is asking a host or a waiter if
there are free tables and how long will you have to wait. I’d like … please.
I’ll have … as a starter please followed by the main course of…
Waiter: Hi, how many people do you have? For the main course I’d like…
Client: Hi, can we have a table for ive please? No desert for me, thanks.
Waiter: Certainly, but you may have to wait for a while. There
If you want to replace a side dish with another side dish use Could I have
are a few people ahead of you.
… with … instead of… please?
Client: How long do we have to wait?
Waiter: Around 10-15 minutes. For the main course I’d like a roast joint. Could I have it with the
salad instead of roast potatoes please?
If you decide to wait use We‘ll wait, thank you. If you do not wish to
If you are not familiar with the name of a dish ask What is..? or
wait say We’ll try another place then. Thank you.
What is in…?
A waiter will show you the table. If you would like a diferent table use
What is le plat du jour?
Could we have a table over there, please?
What is in Gai Lan with ginger sauce?
68 69
 Table by the window;
Table in a smoking/non-smoking area;
Table in a quiet area;
Table away from the kitchen or toilets;
High chair for a child;
Access for a wheelchair;
Special dietary requirements: vegetarian, vegan, gluten-free etc..
On your arrival to the restaurant use Good evening. The name is… I have
a table booked for (number of people) or Hi, we have a reservaion for a
table for (number of people) in the name of …
Walking in a Restaurant without a Reser vation
When you walk into a restaurant without reserving a table a restaurant
may be fully booked.
In this case a host or a waiter will tell you straight away: Sorry we’re full
or Sorry, we’re fully booked for tonight.
Placing an Order
In some eaing places the customers order their food at the ill and pay
for the food upfront. If you are not sure if this is the case ask the waiter
Is there a table service or do I order at the ill?
If you wish to ask for a menu in a diferent language use Do you have the
menu in … please?
When you are not yet ready with your order use I think we need a litle
bit longer.
When you are not sure what to order you may ask a waiter:
Are there any house specials today?
What would you recommend?
What do you recommend for desert?
When you are ready with the order call the waiter and use Excuse me, I
think we are ready to order now or Excuse me, could you take our order
please?

On other occasions you may have to wait for a free table. Therefore, the Make your order using the following structures:
irst thing you do on entering a restaurant is asking a host or a waiter if
there are free tables and how long will you have to wait. I’d like … please.
I’ll have … as a starter please followed by the main course of…
Waiter: Hi, how many people do you have? For the main course I’d like…
Client: Hi, can we have a table for ive please? No desert for me, thanks.
Waiter: Certainly, but you may have to wait for a while. There
If you want to replace a side dish with another side dish use Could I have
are a few people ahead of you.
… with … instead of… please?
Client: How long do we have to wait?
Waiter: Around 10-15 minutes. For the main course I’d like a roast joint. Could I have it with the
salad instead of roast potatoes please?
If you decide to wait use We‘ll wait, thank you. If you do not wish to
If you are not familiar with the name of a dish ask What is..? or
wait say We’ll try another place then. Thank you.
What is in…?
A waiter will show you the table. If you would like a diferent table use
What is le plat du jour?
Could we have a table over there, please?
What is in Gai Lan with ginger sauce?
68 69
To order a drink use I’ll have a glass / botle of … please. Dialogue: In a Fast Food Restaurant

You may ask for a wine list. Assistant: What can I get you, Sir?
Customer: Burger and chips please.
If you want a glass of water use I’d like some tap water please.
Assistant: Do you want cheese and salad on the burger?
Customer: Cheese, no salad for me, please.
During the Meal Assistant: What drink would you like with that?
When your meal arrives you may need to request the waiter for one of Customer: Diet coke, please.
the following: Assistant: Anything else:
Customer: No, that’s it. Thank you.
Do you have a pepper mill?
Assistant: That will be three pound ity nine, please.
Could I have some dressing/mustard/olive oil/vinegar etc
Customer: There you go.
please?
Assistant: Here is forty one pence change. Thank you very much.
Could we have some more bread please?
Customer: Thanks. Is there a toilet I can use please?
Assistant: Yes, right under the stairs there.
After the Meal Customer: Ta.
When you inished with the meal ask the waiter to bring you the bill, use
Could I have the bill, please?
Dialogue: In a Café
In some places the customers have to pay at the ill. If you are not sure Barista: How can I help you today, Madam?
where to pay ask the waiter when receiving the bill Do I pay you or Customer: I’d like a late and an espresso please.
should I pay at the ill? Barista: Do you want small, regular or large late?
Customer: Regular, please.
If you wish to pay by credit card ask Do you take credit cards?
Barista: Is that a single or double espresso?
In some European countries with local currencies the Euro is widely Customer: Single, please.
accepted. If you wish to pay in Euro ask Can I pay in Euros? Or Do you Barista: Do you want anything with it?
take Euros? Customer: Is the carrot cake fresh?
Barista: The carrot cake came in yesterday, but there is a nice
Some restaurants include the ips in the bill. To conirm this use Is service walnut cake that came in this morning.
included in the bill? Customer: I’ll have the walnut cake please. And can I have some
sugar and a glass of water please.
When you are paying for everyone in your group use This is on me. Barista: You’ll ind sugar and water on the stand in that corner. Is
Otherwise say We’d like separate bills please. that everything?
Customer: Yes, thanks.
When you truly enjoyed the meal say to the waiter The food was
Barista: That will be eight pound thirty. Will that be card or cash?
delicious.
Customer: Card.

70 71
To order a drink use I’ll have a glass / botle of … please. Dialogue: In a Fast Food Restaurant

You may ask for a wine list. Assistant: What can I get you, Sir?
Customer: Burger and chips please.
If you want a glass of water use I’d like some tap water please.
Assistant: Do you want cheese and salad on the burger?
Customer: Cheese, no salad for me, please.
During the Meal Assistant: What drink would you like with that?
When your meal arrives you may need to request the waiter for one of Customer: Diet coke, please.
the following: Assistant: Anything else:
Customer: No, that’s it. Thank you.
Do you have a pepper mill?
Assistant: That will be three pound ity nine, please.
Could I have some dressing/mustard/olive oil/vinegar etc
Customer: There you go.
please?
Assistant: Here is forty one pence change. Thank you very much.
Could we have some more bread please?
Customer: Thanks. Is there a toilet I can use please?
Assistant: Yes, right under the stairs there.
After the Meal Customer: Ta.
When you inished with the meal ask the waiter to bring you the bill, use
Could I have the bill, please?
Dialogue: In a Café
In some places the customers have to pay at the ill. If you are not sure Barista: How can I help you today, Madam?
where to pay ask the waiter when receiving the bill Do I pay you or Customer: I’d like a late and an espresso please.
should I pay at the ill? Barista: Do you want small, regular or large late?
Customer: Regular, please.
If you wish to pay by credit card ask Do you take credit cards?
Barista: Is that a single or double espresso?
In some European countries with local currencies the Euro is widely Customer: Single, please.
accepted. If you wish to pay in Euro ask Can I pay in Euros? Or Do you Barista: Do you want anything with it?
take Euros? Customer: Is the carrot cake fresh?
Barista: The carrot cake came in yesterday, but there is a nice
Some restaurants include the ips in the bill. To conirm this use Is service walnut cake that came in this morning.
included in the bill? Customer: I’ll have the walnut cake please. And can I have some
sugar and a glass of water please.
When you are paying for everyone in your group use This is on me. Barista: You’ll ind sugar and water on the stand in that corner. Is
Otherwise say We’d like separate bills please. that everything?
Customer: Yes, thanks.
When you truly enjoyed the meal say to the waiter The food was
Barista: That will be eight pound thirty. Will that be card or cash?
delicious.
Customer: Card.

70 71
 Barista: Please put your card into the reader and enter your pin Brian: I will have a T-bone steak with mushrooms, onion rings
number when it tells you, please. and fries, please.
Customer: All done. Waiter: How would you like your steak: rare, medium or well-
Barista: Thank you. done?
Customer: Where is the Gent’s toilet please? Brian: Medium, please.
Barista: Just on the right. Waiter: Thank you, would you like the dessert menu ater the
Customer: Thanks. meal?
Brian: Yes, please.
Dialogue: In a Restaurant
….
Brian: Good evening. I have a table for two booked in the name Waiter: Sea bass for the lady and the steak for you, Sir. Would
of Brian Coomber. you like any condiments, Sir?
Waiter: Good evening, please follow me and I will show you to Brian: Can I have salt and English mustard, please.
your table. Waiter: Certainly, Sir. And here is your wine.
Brian: Thanks. Brian: Thank you. This wine is corked. Can I have another botle
Waiter: Please have a seat. These are the menus. Please give me please?
a nod when you are ready to order. Can I get you drinks while Waiter: I am very sorry about the wine, Sir. I will bring you
you are deciding? another botle immediately.
Brian: What do you want to drink, dear?
Janna: A glass of orange juice for me, please. …
Brian: That will be one orange juice and I’ll have a glass of the Waiter: How was your meal?
house red, please. Janna: Very nice, thank you.
Waiter: Would you prefer a botle of the house red, Sir? Waiter: Would you like the desert menu or something of the
trolley?
Brian: I will have a botle with the meal, thank you.
Janna: Menu, please.
Waiter: Thank you. I will come back when you are ready to order.
Waiter: Here is the menu. I can recommend the wild strawberries
Janna: Excuse me, can you show me where the Lady’s Room is?
and vanilla cream.
Waiter: Through that door and on the right, Madam.
Janna: No, I think I would rather have a hazelnut torte, please.
Janna: Thank you. Brian: We will have two hazelnut tortes, please.
Waiter: Would you like tea or cofee ater your desert?
…. Janna: I will have a cofee, please.
Brian: Right, we are ready to order. Brian: I will have a black cofee please.
Waiter: What would you like for starters?
Janna: I would like a prawn cocktail. And can I have another …
orange juice, please. Waiter: Here are your deserts. Enjoy!
Brian: and I will have the tomato soup, please. Janna: I dropped my spoon on the loor. Can I have a clean one
Waiter: And your main course? please?
Janna: I will have the sea bass, please. Waiter: Certainly, Madam. Right away!
72 73
 Barista: Please put your card into the reader and enter your pin Brian: I will have a T-bone steak with mushrooms, onion rings
number when it tells you, please. and fries, please.
Customer: All done. Waiter: How would you like your steak: rare, medium or well-
Barista: Thank you. done?
Customer: Where is the Gent’s toilet please? Brian: Medium, please.
Barista: Just on the right. Waiter: Thank you, would you like the dessert menu ater the
Customer: Thanks. meal?
Brian: Yes, please.
Dialogue: In a Restaurant
….
Brian: Good evening. I have a table for two booked in the name Waiter: Sea bass for the lady and the steak for you, Sir. Would
of Brian Coomber. you like any condiments, Sir?
Waiter: Good evening, please follow me and I will show you to Brian: Can I have salt and English mustard, please.
your table. Waiter: Certainly, Sir. And here is your wine.
Brian: Thanks. Brian: Thank you. This wine is corked. Can I have another botle
Waiter: Please have a seat. These are the menus. Please give me please?
a nod when you are ready to order. Can I get you drinks while Waiter: I am very sorry about the wine, Sir. I will bring you
you are deciding? another botle immediately.
Brian: What do you want to drink, dear?
Janna: A glass of orange juice for me, please. …
Brian: That will be one orange juice and I’ll have a glass of the Waiter: How was your meal?
house red, please. Janna: Very nice, thank you.
Waiter: Would you prefer a botle of the house red, Sir? Waiter: Would you like the desert menu or something of the
trolley?
Brian: I will have a botle with the meal, thank you.
Janna: Menu, please.
Waiter: Thank you. I will come back when you are ready to order.
Waiter: Here is the menu. I can recommend the wild strawberries
Janna: Excuse me, can you show me where the Lady’s Room is?
and vanilla cream.
Waiter: Through that door and on the right, Madam.
Janna: No, I think I would rather have a hazelnut torte, please.
Janna: Thank you. Brian: We will have two hazelnut tortes, please.
Waiter: Would you like tea or cofee ater your desert?
…. Janna: I will have a cofee, please.
Brian: Right, we are ready to order. Brian: I will have a black cofee please.
Waiter: What would you like for starters?
Janna: I would like a prawn cocktail. And can I have another …
orange juice, please. Waiter: Here are your deserts. Enjoy!
Brian: and I will have the tomato soup, please. Janna: I dropped my spoon on the loor. Can I have a clean one
Waiter: And your main course? please?
Janna: I will have the sea bass, please. Waiter: Certainly, Madam. Right away!
72 73
… Chapter 2. Going Out for a Drink
Brian: Can I have the bill, please?
Waiter: Certainly, Sir. Here is your bill.
Brian: Thank you.
Janna (says to Brian): Please check if the service is included in
the price.
Brain (says to Janna): No, it isn’t.
Janna (says to Brian): Don’t forget to leave a ip, as the service
was excellent.
…
Brian: Good night. The meal was very enjoyable.
Waiter: Thank you. We look forward to seeing you again.
74
As with all social occasions when you go out for a drink the way you
communicate very much depends on where you go and the company
you are in.
Invitation
When you are invited to go out for a drink, it usually means a casual
night out with everyone having a couple of drinks each and leaving the
pub or bar reasonably early.
Let’s go out for a drink tonight.
Do you want to go out for a beer ater work?
When you are invited to go out for drinks, pub crawl or girl’s night out it
means a several-hour event where everyone will have quite a few drinks.
Do you want to go out for drinks?
Do you want to go out for a few beers?
Fancy going on a pub crawl?
Will you join us on Friday for a girl’s night out?
Happy Hour
Many pubs and restaurants ofer discount on alcoholic drinks (called
drink specials) Monday through Thursday in the aternoon, usually
between 4pm and 8pm. This is called happy hour, which normally lasts
for two to four hours.
I‘ve been to this bar a few imes now, it’s great for happy hour,
the cocktails are really cheap!
Drinks
Alcoholic drinks include all spirits (for example, gin, whisky, vodka),
alcopops, cocktails, wines (which can be dry, semi-dry or sweet), beer
(for example, biter, pale ale, stout), ale and largos.
Pubs (public houses) linked to a brewery ofer draught beer (beer from a
barrel delivered directly from the brewery).
75
… Chapter 2. Going Out for a Drink
Brian: Can I have the bill, please?
Waiter: Certainly, Sir. Here is your bill.
Brian: Thank you.
Janna (says to Brian): Please check if the service is included in
the price.
Brain (says to Janna): No, it isn’t.
Janna (says to Brian): Don’t forget to leave a ip, as the service
was excellent.
…
Brian: Good night. The meal was very enjoyable.
Waiter: Thank you. We look forward to seeing you again.
74
As with all social occasions when you go out for a drink the way you
communicate very much depends on where you go and the company
you are in.
Invitation
When you are invited to go out for a drink, it usually means a casual
night out with everyone having a couple of drinks each and leaving the
pub or bar reasonably early.
Let’s go out for a drink tonight.
Do you want to go out for a beer ater work?
When you are invited to go out for drinks, pub crawl or girl’s night out it
means a several-hour event where everyone will have quite a few drinks.
Do you want to go out for drinks?
Do you want to go out for a few beers?
Fancy going on a pub crawl?
Will you join us on Friday for a girl’s night out?
Happy Hour
Many pubs and restaurants ofer discount on alcoholic drinks (called
drink specials) Monday through Thursday in the aternoon, usually
between 4pm and 8pm. This is called happy hour, which normally lasts
for two to four hours.
I‘ve been to this bar a few imes now, it’s great for happy hour,
the cocktails are really cheap!
Drinks
Alcoholic drinks include all spirits (for example, gin, whisky, vodka),
alcopops, cocktails, wines (which can be dry, semi-dry or sweet), beer
(for example, biter, pale ale, stout), ale and largos.
Pubs (public houses) linked to a brewery ofer draught beer (beer from a
barrel delivered directly from the brewery).
75
Non-alcoholic drinks are usually sot drinks – like juice, coke, Pepsi, with
some places also serving non-alcoholic wines and beers.
Visiting a Pub or a Bar
When you walk in you go straight to the bar to order your drinks. You
atract the bartender’s atenion by nodding or saying Yes, please. When
ordering a drink use Can I have…. Once your drink is put in front of you,
the bartender tells you how much it is and you pay immediately.
When you go out for a drink with a group of friends you oten take turns
to pay. One of the group will say I’ll get the irst round and he will pay
for this round. The next ime you want a drink someone else from the
group say I’ll get these or This is my round.
Dialogue: In a Pub
Bartender: Evening, guys. What can I get you?
Alex: What draught beer have you got?
Bartender: We’ve got various biters and smooth biters.
Alex: I’ll have a smooth.
Seb: I’ll have a gin and tonic in a tall glass. I’ll get this round.
Bartender: Do you want ice and lemon?
Seb: Lemon and no ice, please.
Bartender: There you go. Do you want anything else?
Alex: We’ll have a couple of bags of salted peanuts, please.
Bartender: That will be seven pound eighty.
Seb: There you go.
Bartender: Here is your change.
Seb: Cheers.
76
Chapter 3. Shopping
Shopping in Supermarkets
There is not much communicaion when shopping in a supermarket or a
convenience store.
You may sill need to interact with the staf in the situaions where you
cannot ind an item, you need to replace or return an item and when
paying.
If you cannot ind an item, ask a member of staf Can you tell me
where…, please?, Where can I ind… or Which aisle is…
Can you tell me where the salt is please?
Where can I ind the salt, please? Which aisle is it?
When you need to replace an item because it is out of date or damaged
use Can I change it or Can I get another one…
Excuse me, this bread is out of date. Can I change it?
This box of chocolates is damaged. Can I get another one
please?
When you need to return an item because it is damaged use Can I return
it or Can I exchange it for another one?
I bought this cheese here yesterday and when I opened it the
cheese was covered in mould. Can I return it please?
I bought this milk earlier today and it has gone of. Can I
exchange it for another one please?
When paying at a self-service checkout if you have problems with
scanning an item call a shopping assistant and use How can I put …
through? or It isn’t scanning.
Can you help me please? How do I put these bagels through,
they don’t have a bar code?
This botle of wine isn’t scanning. Can you help me please?
77
Non-alcoholic drinks are usually sot drinks – like juice, coke, Pepsi, with
some places also serving non-alcoholic wines and beers.
Visiting a Pub or a Bar
When you walk in you go straight to the bar to order your drinks. You
atract the bartender’s atenion by nodding or saying Yes, please. When
ordering a drink use Can I have…. Once your drink is put in front of you,
the bartender tells you how much it is and you pay immediately.
When you go out for a drink with a group of friends you oten take turns
to pay. One of the group will say I’ll get the irst round and he will pay
for this round. The next ime you want a drink someone else from the
group say I’ll get these or This is my round.
Dialogue: In a Pub
Bartender: Evening, guys. What can I get you?
Alex: What draught beer have you got?
Bartender: We’ve got various biters and smooth biters.
Alex: I’ll have a smooth.
Seb: I’ll have a gin and tonic in a tall glass. I’ll get this round.
Bartender: Do you want ice and lemon?
Seb: Lemon and no ice, please.
Bartender: There you go. Do you want anything else?
Alex: We’ll have a couple of bags of salted peanuts, please.
Bartender: That will be seven pound eighty.
Seb: There you go.
Bartender: Here is your change.
Seb: Cheers.
76
Chapter 3. Shopping
Shopping in Supermarkets
There is not much communicaion when shopping in a supermarket or a
convenience store.
You may sill need to interact with the staf in the situaions where you
cannot ind an item, you need to replace or return an item and when
paying.
If you cannot ind an item, ask a member of staf Can you tell me
where…, please?, Where can I ind… or Which aisle is…
Can you tell me where the salt is please?
Where can I ind the salt, please? Which aisle is it?
When you need to replace an item because it is out of date or damaged
use Can I change it or Can I get another one…
Excuse me, this bread is out of date. Can I change it?
This box of chocolates is damaged. Can I get another one
please?
When you need to return an item because it is damaged use Can I return
it or Can I exchange it for another one?
I bought this cheese here yesterday and when I opened it the
cheese was covered in mould. Can I return it please?
I bought this milk earlier today and it has gone of. Can I
exchange it for another one please?
When paying at a self-service checkout if you have problems with
scanning an item call a shopping assistant and use How can I put …
through? or It isn’t scanning.
Can you help me please? How do I put these bagels through,
they don’t have a bar code?
This botle of wine isn’t scanning. Can you help me please?
77
U s e f u l Te r m i n o l o g y – F o o d a n d H o u s e h o l d G o o d s Sales Assistant: No problem, give it to me .Do you want any
mobile phone top up?
Supermarkets have following Food secions or aisles: Shopper: No, thanks.
Bakery (bread, rolls, cakes) Sales Assistant: It is 85 pounds 15 pence all together. Are you
Groceries (fresh vegetables and fruit) paying by cash or card?
Butchers (meat) Shopper: Card.
Sales Assistant: Put your card into the reader please and enter
Dairy (milk, buter, cheese, yogurt, eggs)
your pin when it tells you. Do you want any cash back?
Fishmongers Shopper: Yes please, 20 pound.
Deli (short for Delicatessen) Sales Assistant: That’s ine. Please sign here for your cash back.
Snacks (crisps, chocolate, dips, popcorn), Sweets and Biscuits Thank you.
Canned goods (inned food and jams) Shopper: Thanks. Bye.
Dry Goods (rice, pasta, noodles, pulses) and Cereals
Frozen Food Shopping Over the Counter
This is a shop where you are served, including street markets and
Condiments (ketchup, salad cream, mayonnaise, mustard), Sauces and
delicatessen counters in some supermarkets.
Seasoning
Drinks (sot drinks, juices, botled water, milkshakes, tea, cofee) When you want to buy something use I’ll have … or I’d like …
Alcohol drinks (beer and cider, wine, spirits)
I’ll have a punnet of strawberries, please.
I’d like a jar of marmalade, please.
Supermarkets have also the following Household secions or aisles:
Laundry products Washing up products Tissues When you want to try a product on display, ask Can I taste …
Cleaning products Toilet Rolls Light bulbs
Can I taste the Danish Blue, please?
Dialogue: At a Supermarket Till You may ask the seller to recommend the product or explain what is
special about it. Use Can you recommend … or Which … (would you
Sales Assistant: Do you need bags? They are 8 pence each.
say) is the best …
Shopper: Yes, I’ll have ive please.
Sales Assistant: Do you need help with your packing? Can you recommend the best cheese for baking with?
Shopper: No thanks, I’ll manage. Which of these wines would you say is the best with ish?
Sales Assistant: One of these eggs is broken. Do you want them Which of these pies is the best value?
to be replaced?
Shopper: Yes, please. When you want to buy something sold by weight use I’ll have …
Sales Assistant: I’ll get someone to bring another box.
Shopper: Thank you. I put this cofee in the trolley by mistake. I’ll have one kilo of red grapes, please.
Can I leave it please?

78 79
U s e f u l Te r m i n o l o g y – F o o d a n d H o u s e h o l d G o o d s Sales Assistant: No problem, give it to me .Do you want any
mobile phone top up?
Supermarkets have following Food secions or aisles: Shopper: No, thanks.
Bakery (bread, rolls, cakes) Sales Assistant: It is 85 pounds 15 pence all together. Are you
Groceries (fresh vegetables and fruit) paying by cash or card?
Butchers (meat) Shopper: Card.
Sales Assistant: Put your card into the reader please and enter
Dairy (milk, buter, cheese, yogurt, eggs)
your pin when it tells you. Do you want any cash back?
Fishmongers Shopper: Yes please, 20 pound.
Deli (short for Delicatessen) Sales Assistant: That’s ine. Please sign here for your cash back.
Snacks (crisps, chocolate, dips, popcorn), Sweets and Biscuits Thank you.
Canned goods (inned food and jams) Shopper: Thanks. Bye.
Dry Goods (rice, pasta, noodles, pulses) and Cereals
Frozen Food Shopping Over the Counter
This is a shop where you are served, including street markets and
Condiments (ketchup, salad cream, mayonnaise, mustard), Sauces and
delicatessen counters in some supermarkets.
Seasoning
Drinks (sot drinks, juices, botled water, milkshakes, tea, cofee) When you want to buy something use I’ll have … or I’d like …
Alcohol drinks (beer and cider, wine, spirits)
I’ll have a punnet of strawberries, please.
I’d like a jar of marmalade, please.
Supermarkets have also the following Household secions or aisles:
Laundry products Washing up products Tissues When you want to try a product on display, ask Can I taste …
Cleaning products Toilet Rolls Light bulbs
Can I taste the Danish Blue, please?
Dialogue: At a Supermarket Till You may ask the seller to recommend the product or explain what is
special about it. Use Can you recommend … or Which … (would you
Sales Assistant: Do you need bags? They are 8 pence each.
say) is the best …
Shopper: Yes, I’ll have ive please.
Sales Assistant: Do you need help with your packing? Can you recommend the best cheese for baking with?
Shopper: No thanks, I’ll manage. Which of these wines would you say is the best with ish?
Sales Assistant: One of these eggs is broken. Do you want them Which of these pies is the best value?
to be replaced?
Shopper: Yes, please. When you want to buy something sold by weight use I’ll have …
Sales Assistant: I’ll get someone to bring another box.
Shopper: Thank you. I put this cofee in the trolley by mistake. I’ll have one kilo of red grapes, please.
Can I leave it please?

78 79
When you want to buy a piece of something sold by weight use
Can I have …
Can I have that piece of ham, please? How much will that be?
Dialogue: At a Delicatessen
Seller: How can I help you?
Customer: I’d like some cheese. Do you have any on special ofer
today?
Seller: These three Cheddars are on ofer today.
Customer: Can I taste this one, please?
Seller: Try this piece.
Customer: Oh, that’s too strong. Have you got milder cheese?
Seller: Why don’t you try this mild Cheddar?
Customer: Yes, that’s beter. I’ll have half a kilo of that please.
Those black olives look nice.
Seller: Would you like to taste them?
Customer: Yes, just one, please. Thank you. That’s very nice. I’ll
have 400 grams of them, please.
Seller: Would you like anything else?
Customer: Oh, have you got sesame oil?
Seller: It’s out of stock, but we do have rapeseed oil.
Customer: I’ll leave it for now.
Shopping in a Department Store
When buying something that is sold in sizes use Have you got this … in a
size … or I’m looking for… in a size ...
Have you got this dress in a size 14 please?
I’m looking for men’s walking boots in a size 10.
When you see a product you like and want to ask for a diferent colour
use Have you got this … in …?
Have you got this jumper in a blue?
80
When you cannot ind what you are looking for, ask the shop assistant
for help using Can you help me please? I am looking for…
Can you help me please? I am looking for a winter coat for a girl
of 5.
When you want to try an item on use Can I try this on?
When you need a iing room use Where is the iing room?
Can I try these two dresses on please? Where is the iing
room?
If you want to try a diferent size use Can I try a bigger (smaller) size or
Can I try a next size up (down).
These shoes are too big. Can I try a smaller size please?
I like this dress but it’s a bit ight. Can I try next size up please?
To ask about the price use How much …
How much is this suit, please?
When buying a git for someone, you can ask for it to be git-wrapped.
Use Can you git-wrap it for me, please?
U s e f u l Te r m i n o l o g y – D e p a r t m e n t S t o r e
Department stores have following departments or shops:
Women clothing (including lingerie and evening ware)
Men clothing
Children and baby clothing
Shoes and boots
Bags (including purses and wallets) and luggage (suitcases)
Accessories (hats, gloves, bags, scarves)
Millinery (hand-made hats and fascinators for occasions)
Sportswear
Beauty
81
When you want to buy a piece of something sold by weight use
Can I have …
Can I have that piece of ham, please? How much will that be?
Dialogue: At a Delicatessen
Seller: How can I help you?
Customer: I’d like some cheese. Do you have any on special ofer
today?
Seller: These three Cheddars are on ofer today.
Customer: Can I taste this one, please?
Seller: Try this piece.
Customer: Oh, that’s too strong. Have you got milder cheese?
Seller: Why don’t you try this mild Cheddar?
Customer: Yes, that’s beter. I’ll have half a kilo of that please.
Those black olives look nice.
Seller: Would you like to taste them?
Customer: Yes, just one, please. Thank you. That’s very nice. I’ll
have 400 grams of them, please.
Seller: Would you like anything else?
Customer: Oh, have you got sesame oil?
Seller: It’s out of stock, but we do have rapeseed oil.
Customer: I’ll leave it for now.
Shopping in a Department Store
When buying something that is sold in sizes use Have you got this … in a
size … or I’m looking for… in a size ...
Have you got this dress in a size 14 please?
I’m looking for men’s walking boots in a size 10.
When you see a product you like and want to ask for a diferent colour
use Have you got this … in …?
Have you got this jumper in a blue?
80
When you cannot ind what you are looking for, ask the shop assistant
for help using Can you help me please? I am looking for…
Can you help me please? I am looking for a winter coat for a girl
of 5.
When you want to try an item on use Can I try this on?
When you need a iing room use Where is the iing room?
Can I try these two dresses on please? Where is the iing
room?
If you want to try a diferent size use Can I try a bigger (smaller) size or
Can I try a next size up (down).
These shoes are too big. Can I try a smaller size please?
I like this dress but it’s a bit ight. Can I try next size up please?
To ask about the price use How much …
How much is this suit, please?
When buying a git for someone, you can ask for it to be git-wrapped.
Use Can you git-wrap it for me, please?
U s e f u l Te r m i n o l o g y – D e p a r t m e n t S t o r e
Department stores have following departments or shops:
Women clothing (including lingerie and evening ware)
Men clothing
Children and baby clothing
Shoes and boots
Bags (including purses and wallets) and luggage (suitcases)
Accessories (hats, gloves, bags, scarves)
Millinery (hand-made hats and fascinators for occasions)
Sportswear
Beauty
81
Home goods (cutlery, cookware, dinnerware, bathroom accessories, Customer: yes, I am.
bedding) Store Assistant: Can I suggest this pair? They are very stylish.
Furniture Customer: I like them, but the heel is too high. Also, they are
Toys knee-high and I would prefer mid-calf boots.
Gits Store Assistant: How about this pair?
Electricals Customer: They are not leather. I would rather have leather or
suede boots.
U s e f u l Te r m i n o l o g y – T r y i n g S o m e t h i n g O n Store Assistant: Do you like this pair? They are leather, with
For clothes use the following words to describe how it its: non-slip sole and of mid-calf length.
Customer: These are actually not too bad. I like them. Do you
Tight or small have them in other colours, maybe black or dark red?
Loose or big Store Assistant: We have them in black, mid-brown and dark-
Wrong size brown. Would you like to try them on?
Long Customer: Yes, please, I would like to try the black ones on.
Short Store Assistant: What size are you, Madam?
Customer: I am size 7. Oh no, they are too narrow.
A dress, coat or skirt can be full-length, mid-length, short-length and Store Assistant: Let me measure your foot width. Your foot
mini. width iing is D, which is a wide iing. We have a pair of
mid-calf winter boots that you may like and they come in the
For the footwear use the following words to describe how they it: D width iing as well. Would you like to try these on?
Customer: Yes, please. Oh yes, these boots are very comfortable
Tight or small
indeed. How much are they?
Loose or big Store Assistant: They are hundred and iteen pound.
Wrong size Customer: I will take them. Thanks for your help.
Narrow
Wide Buying Electrical Goods
Electrical goods include the following categories:
Heel: high, medium, lat
Home appliances (washing machines, tumble dryers,
Boot length can be knee-high, mid-calf and ankle-high dishwashers, cookers, microwaves, fridges, freezers)
Shoes can be laced, zipped, Velcro or slip-on. Small home appliances (ketles, cofee makers, deep fat fryers,
breadmakers)
Dialogue: In a Shoe Shop
TV and Home Cinema
Customer: I am looking for a pair of warm winter boots.
Store Assistant: Are you looking for the winter boots for Audio (speakers, ampliiers, MP3, headphones, microphones)
yourself, Madam?
82 83
Home goods (cutlery, cookware, dinnerware, bathroom accessories, Customer: yes, I am.
bedding) Store Assistant: Can I suggest this pair? They are very stylish.
Furniture Customer: I like them, but the heel is too high. Also, they are
Toys knee-high and I would prefer mid-calf boots.
Gits Store Assistant: How about this pair?
Electricals Customer: They are not leather. I would rather have leather or
suede boots.
U s e f u l Te r m i n o l o g y – T r y i n g S o m e t h i n g O n Store Assistant: Do you like this pair? They are leather, with
For clothes use the following words to describe how it its: non-slip sole and of mid-calf length.
Customer: These are actually not too bad. I like them. Do you
Tight or small have them in other colours, maybe black or dark red?
Loose or big Store Assistant: We have them in black, mid-brown and dark-
Wrong size brown. Would you like to try them on?
Long Customer: Yes, please, I would like to try the black ones on.
Short Store Assistant: What size are you, Madam?
Customer: I am size 7. Oh no, they are too narrow.
A dress, coat or skirt can be full-length, mid-length, short-length and Store Assistant: Let me measure your foot width. Your foot
mini. width iing is D, which is a wide iing. We have a pair of
mid-calf winter boots that you may like and they come in the
For the footwear use the following words to describe how they it: D width iing as well. Would you like to try these on?
Customer: Yes, please. Oh yes, these boots are very comfortable
Tight or small
indeed. How much are they?
Loose or big Store Assistant: They are hundred and iteen pound.
Wrong size Customer: I will take them. Thanks for your help.
Narrow
Wide Buying Electrical Goods
Electrical goods include the following categories:
Heel: high, medium, lat
Home appliances (washing machines, tumble dryers,
Boot length can be knee-high, mid-calf and ankle-high dishwashers, cookers, microwaves, fridges, freezers)
Shoes can be laced, zipped, Velcro or slip-on. Small home appliances (ketles, cofee makers, deep fat fryers,
breadmakers)
Dialogue: In a Shoe Shop
TV and Home Cinema
Customer: I am looking for a pair of warm winter boots.
Store Assistant: Are you looking for the winter boots for Audio (speakers, ampliiers, MP3, headphones, microphones)
yourself, Madam?
82 83
 Compuing Store Assistant: There you are, Sir. That is an excepional HD
picture.
Phones (mobile and landline) Customer: You are right, that’s a good picture. Does it come with
a wall bracket?
Photography
Store Assistant: No, it doesn’t. We sell one for 39 pounds.
Customer: If I buy the VT and the bracket, can you give me a
U s e f u l Te r m i n o l o g y – E l e c t r i c a l G o o d s
discount on the bracket?
These are the general terms that one needs to know when buying
Store Assistant: I will do the bracket at ity percent of.
electrical goods:
Customer: Yes, I’ll have the TV and bracket, please.
Energy raing and eiciency
Warranty Replying to an Advert
Remote control When you want to buy something you have found adverised online or in
a newspaper and you contact the seller by phone, start the conversaion
Delivery opions
with I am calling regarding / about … adverised in a newspaper … /
Computer: desktop, laptop, notebook, notepad, tablet
on the website … or I am calling about your advert for ... Is it sill
Computer: hardware and sotware available?
TV: HD (high deiniion)
If the seller tells you that the item has been sold, use Thank you and
Dialogue: In an Electrical Goods Store hang up.

Customer: HI, I’d like to buy a TV. Hi, I am calling regarding the speed boat adverised on eBay.
Store Assistant: What size screen are you looking for? I’m sorry, I’ve sold it this morning.
Customer: About 40 inch. Thank you.
Store Assistant: This is our range of 40-inch TVs. They all have
in-built Freeview. Hi, I am calling about your advert for the estate car. Is it sill
Customer: Which of these can be connected to the Internet? available?
Store Assistant: All of them have built-in features allowing No, it’s gone I’m afraid.
connecion to the Internet. Thank you.
Customer: I’d like one that has more than 12 months warranty.
Store Assistant: We have three models with extended 3-year If the item is sill available and you are keen to buy it, arrange to go and
warranty. view it using the following phrases:
Customer: I’ll have a look at those, please. Which one would I’d like to come and view it.
you recommend out of the three? Where and when can I view it?
Store Assistant: This one priced at 499 pounds without doubt is How do I get there?
the best value. If I decide to buy it how do you want me to pay?
Customer: Can you switch it one so that I can see the picture
quality.
84 85
 Compuing Store Assistant: There you are, Sir. That is an excepional HD
picture.
Phones (mobile and landline) Customer: You are right, that’s a good picture. Does it come with
a wall bracket?
Photography
Store Assistant: No, it doesn’t. We sell one for 39 pounds.
Customer: If I buy the VT and the bracket, can you give me a
U s e f u l Te r m i n o l o g y – E l e c t r i c a l G o o d s
discount on the bracket?
These are the general terms that one needs to know when buying
Store Assistant: I will do the bracket at ity percent of.
electrical goods:
Customer: Yes, I’ll have the TV and bracket, please.
Energy raing and eiciency
Warranty Replying to an Advert
Remote control When you want to buy something you have found adverised online or in
a newspaper and you contact the seller by phone, start the conversaion
Delivery opions
with I am calling regarding / about … adverised in a newspaper … /
Computer: desktop, laptop, notebook, notepad, tablet
on the website … or I am calling about your advert for ... Is it sill
Computer: hardware and sotware available?
TV: HD (high deiniion)
If the seller tells you that the item has been sold, use Thank you and
Dialogue: In an Electrical Goods Store hang up.

Customer: HI, I’d like to buy a TV. Hi, I am calling regarding the speed boat adverised on eBay.
Store Assistant: What size screen are you looking for? I’m sorry, I’ve sold it this morning.
Customer: About 40 inch. Thank you.
Store Assistant: This is our range of 40-inch TVs. They all have
in-built Freeview. Hi, I am calling about your advert for the estate car. Is it sill
Customer: Which of these can be connected to the Internet? available?
Store Assistant: All of them have built-in features allowing No, it’s gone I’m afraid.
connecion to the Internet. Thank you.
Customer: I’d like one that has more than 12 months warranty.
Store Assistant: We have three models with extended 3-year If the item is sill available and you are keen to buy it, arrange to go and
warranty. view it using the following phrases:
Customer: I’ll have a look at those, please. Which one would I’d like to come and view it.
you recommend out of the three? Where and when can I view it?
Store Assistant: This one priced at 499 pounds without doubt is How do I get there?
the best value. If I decide to buy it how do you want me to pay?
Customer: Can you switch it one so that I can see the picture
quality.
84 85
The phrases that may be useful during the viewing: Seller: It’s not that bad. I use it every day and it runs ine.
Buyer: Are there any oil leaks?
How old is it? Seller: Just the usual Land rover leaks.
Is there a warranty on it? Buyer: You’ve got it adverised for three thousand pounds. There
Can I try it? is money to be spent on it, so what would your best price be?
It needs work. Seller: I’ll do it for twenty seven hundred.
It needs money spent on it.
Buyer: I’ve got twenty ive hundred cash in my pocket. Will you
accept that?
If you decide to buy the item, use I like it.
Seller: Oh, all right.
If you want to negoiate the price use I like it but it’s too expensive.
What’s your best price? Can I ofer you … cash?

Dialogue: Buying a Second Hand Car

Buyer: Hi, I am calling regarding the Land Rover adverised on

eBay. Is it sill available?
Seller: Yes, it is.
Buyer: Is it road-worthy?
Seller: Yeah, it’s fully legal.
Buyer: When and where can I view it?
Seller: I am at home all day tomorrow.
Buyer: I will pop round at 10 am tomorrow, is that OK? My
name is James.
Seller: OK, James, see you in the morning. My name is Sarah.

….
Buyer: Hi, I’m James.
Seller: Hi, James. Here is the vehicle.
Buyer: Nice looking. Got a few dents. Can you start it up?
Seller: You can do it if you want.
Buyer: Smokes a bit from the exhaust, but sounds quite nice. Do
you have service records for it?
Seller: No, my husband does all the servicing and he has done it
every year. You can see the ires are brand new.
Buyer: Yeah, it looks ine, a litle bit taty and will need some
money spent on it.
86 87
The phrases that may be useful during the viewing: Seller: It’s not that bad. I use it every day and it runs ine.
Buyer: Are there any oil leaks?
How old is it? Seller: Just the usual Land rover leaks.
Is there a warranty on it? Buyer: You’ve got it adverised for three thousand pounds. There
Can I try it? is money to be spent on it, so what would your best price be?
It needs work. Seller: I’ll do it for twenty seven hundred.
It needs money spent on it.
Buyer: I’ve got twenty ive hundred cash in my pocket. Will you
accept that?
If you decide to buy the item, use I like it.
Seller: Oh, all right.
If you want to negoiate the price use I like it but it’s too expensive.
What’s your best price? Can I ofer you … cash?

Dialogue: Buying a Second Hand Car

Buyer: Hi, I am calling regarding the Land Rover adverised on

eBay. Is it sill available?
Seller: Yes, it is.
Buyer: Is it road-worthy?
Seller: Yeah, it’s fully legal.
Buyer: When and where can I view it?
Seller: I am at home all day tomorrow.
Buyer: I will pop round at 10 am tomorrow, is that OK? My
name is James.
Seller: OK, James, see you in the morning. My name is Sarah.

….
Buyer: Hi, I’m James.
Seller: Hi, James. Here is the vehicle.
Buyer: Nice looking. Got a few dents. Can you start it up?
Seller: You can do it if you want.
Buyer: Smokes a bit from the exhaust, but sounds quite nice. Do
you have service records for it?
Seller: No, my husband does all the servicing and he has done it
every year. You can see the ires are brand new.
Buyer: Yeah, it looks ine, a litle bit taty and will need some
money spent on it.
86 87
Chapter 4. Queuing
When you need to join a queue and you are not sure if it is the right one,
use Is this the queue to or Is this the queue for …?
Is this the queue to pay?
Is this the queue for the informaion desk?
To ind the end of the queue use Is this the end of the queue? Or Are
you the last in the queue?
Is this the end of the queue for the number 27 bus?
Is this the queue for the icket oice? Are you the last in the
queue?
Jumping the queue is considered very impolite and people in the queue
may challenge you.
88
Chapter 5. Money Maters
M o n e y Tr a n s f e r
When sending money abroad via an over-the-counter service like
Western Union, MoneyGram or similar provider use I’d like to send
money to …
If you need to ind out how much will their service cost you, use What
will the total cost be? Or How much do you charge for the transfer?
You may also want to ind out what currencies they will accept and what
currency will be paid at the other end. Use What currency can I pay in?
What currency will they receive?
Hi, I’d like to send 700 Euro to Japan. What currency can I pay
in and what currency will they receive? What will the total cost
be, please?
When receiving money from abroad via an over-the-counter service like
Western Union, MoneyGram or similar provider use I have been sent
money via your service. I’d like to collect it.
Here is my passport. The Transacion Reference is …
In case where the money has not yet been received use Can you tell me
when the money will be available, please?
Money Exchange
When exchanging cash via an over-the-counter service use I’d like to sell
… What is the exchange rate please? Or I’d like to buy … What is the
exchange rate please?
You may also ask if there is a charge for the service: Do you charge for
the service? Or Is it a free service?
I’d like to sell 100 Briish Pounds. What is the exchange rate
please? Is it a free service?
I’d like to buy 500 Euros. What is the exchange rate please?
Do you charge for the service?
89
Chapter 4. Queuing
When you need to join a queue and you are not sure if it is the right one,
use Is this the queue to or Is this the queue for …?
Is this the queue to pay?
Is this the queue for the informaion desk?
To ind the end of the queue use Is this the end of the queue? Or Are
you the last in the queue?
Is this the end of the queue for the number 27 bus?
Is this the queue for the icket oice? Are you the last in the
queue?
Jumping the queue is considered very impolite and people in the queue
may challenge you.
88
Chapter 5. Money Maters
M o n e y Tr a n s f e r
When sending money abroad via an over-the-counter service like
Western Union, MoneyGram or similar provider use I’d like to send
money to …
If you need to ind out how much will their service cost you, use What
will the total cost be? Or How much do you charge for the transfer?
You may also want to ind out what currencies they will accept and what
currency will be paid at the other end. Use What currency can I pay in?
What currency will they receive?
Hi, I’d like to send 700 Euro to Japan. What currency can I pay
in and what currency will they receive? What will the total cost
be, please?
When receiving money from abroad via an over-the-counter service like
Western Union, MoneyGram or similar provider use I have been sent
money via your service. I’d like to collect it.
Here is my passport. The Transacion Reference is …
In case where the money has not yet been received use Can you tell me
when the money will be available, please?
Money Exchange
When exchanging cash via an over-the-counter service use I’d like to sell
… What is the exchange rate please? Or I’d like to buy … What is the
exchange rate please?
You may also ask if there is a charge for the service: Do you charge for
the service? Or Is it a free service?
I’d like to sell 100 Briish Pounds. What is the exchange rate
please? Is it a free service?
I’d like to buy 500 Euros. What is the exchange rate please?
Do you charge for the service?
89
Credit Card not Accepted
When you are paying for goods or services abroad using your credit card
and the payment is refused, use I’m sorry about that. I don’t know what
the problem is. Can we try it again please?
If the issue persists use I’m very sorry.
You can then either pay in cash or cancel the transacion. If you decide to
pay in cash use I’ll have to pay with cash.
If you decide to cancel the transacion use I’m sorry. I have no cash and
I’ll have to get some cash and come back later.
Dialogue: Problems with Credit Card
Seller: Please place your card in the machine and enter your pin.
I’m sorry, that’s not gone through.
Buyer: I’m sorry about that. I don’t know what the problem is.
Can we try it again please?
Seller: Sure, Please place your card in the machine again and
enter your pin. I’m sorry, that’s not been accepted.
Buyer: I’m very sorry. Can we try this card instead, please?
Seller: OK. Please place your card in the machine and enter your
pin number. Yeah, that’s gone through. That’s ine.
90
Chapter 6. Health
Arranging Medical Assistance
When you require medical help use I need to see a doctor.
When you need a doctor urgently use I need to see a … as soon as
possible, What number do I call for an ambulance? or Can you call an
ambulance?
I’ve got a terrible toothache. I need to see a denist as soon as
possible.
Can you call an ambulance, please? My boyfriend had an
accident, he is badly hurt.
When you are looking for a hospital use Is there a hospital in the area?
Or Where is the nearest hospital?
Excuse me, is there a hospital in the area?
If you had an accident you may need an A&E (accident and emergency)
department or a Walk-in Centre. In this case use Where is the nearest
A&E or Walk-in Centre?
When visiing a hospital if you are looking for a paricular department or
ward use Where is the … department (ward)?
Excuse me, where is the Cardiology department?
Excuse me, where is the Maternity ward?
When enquiring about someone who is a paient in that hospital use
What ward is … in?
Hi, I am enquiring about Mrs Narayan, who was brought to this
hospital earlier today. What ward is she in?
To make an appointment use Can I have an appointment for … with … or
I’d like to make an appointment with …
91
Credit Card not Accepted
When you are paying for goods or services abroad using your credit card
and the payment is refused, use I’m sorry about that. I don’t know what
the problem is. Can we try it again please?
If the issue persists use I’m very sorry.
You can then either pay in cash or cancel the transacion. If you decide to
pay in cash use I’ll have to pay with cash.
If you decide to cancel the transacion use I’m sorry. I have no cash and
I’ll have to get some cash and come back later.
Dialogue: Problems with Credit Card
Seller: Please place your card in the machine and enter your pin.
I’m sorry, that’s not gone through.
Buyer: I’m sorry about that. I don’t know what the problem is.
Can we try it again please?
Seller: Sure, Please place your card in the machine again and
enter your pin. I’m sorry, that’s not been accepted.
Buyer: I’m very sorry. Can we try this card instead, please?
Seller: OK. Please place your card in the machine and enter your
pin number. Yeah, that’s gone through. That’s ine.
90
Chapter 6. Health
Arranging Medical Assistance
When you require medical help use I need to see a doctor.
When you need a doctor urgently use I need to see a … as soon as
possible, What number do I call for an ambulance? or Can you call an
ambulance?
I’ve got a terrible toothache. I need to see a denist as soon as
possible.
Can you call an ambulance, please? My boyfriend had an
accident, he is badly hurt.
When you are looking for a hospital use Is there a hospital in the area?
Or Where is the nearest hospital?
Excuse me, is there a hospital in the area?
If you had an accident you may need an A&E (accident and emergency)
department or a Walk-in Centre. In this case use Where is the nearest
A&E or Walk-in Centre?
When visiing a hospital if you are looking for a paricular department or
ward use Where is the … department (ward)?
Excuse me, where is the Cardiology department?
Excuse me, where is the Maternity ward?
When enquiring about someone who is a paient in that hospital use
What ward is … in?
Hi, I am enquiring about Mrs Narayan, who was brought to this
hospital earlier today. What ward is she in?
To make an appointment use Can I have an appointment for … with … or
I’d like to make an appointment with …
91
 Can I have an appointment for Wednesday with the doctor Ta l k i n g t o a D o c t o r
please?
Hi, I’d like to make an appointment for today with a denist, When you feel ill use I’m unwell or I feel ill.
please. When talking about your medical condiion use I’ve got …

Dialogue: Arranging Medical Assistance I’ve got diabetes and hypertension.

Hotel Recepionist: Good Morning, Sir. How are you today? When talking about someone else’s medical condiion use He /she has …
Tourist: Hi, I’m not very well. I’ve had severe toothache since
My daughter has chicken pox.
yesterday. I think I need to see a denist as soon as possible. Is
there a denist in the area? When you take medicaion use I’m on … or I’m taking …
Hotel Recepionist: I am sorry about that. There is a dental
pracise on Baker Street, a very short walk from here. I’m on anibioics. I’ve got an eye infecion.
Tourist: Can I just walk-in?
Hotel Recepionist: Yes, if they can’t help you they will direct you I’m taking painkillers for back pain.
to someone who can.
In English there are several ways to describe pain:
Tourist: What ime does it open?
Hotel Recepionist: I am not sure but I’ll give them a call and Ache: I’ve got a headache (toothache, earache)
check.
Tourist: Thank you. Can you make an appointment for my whilst Pain: I’ve got a pain in my chest (side)
you are on the phone?
Hotel Recepionist: I’ll do my best. It hurts: My arm (leg, tummy, back etc.) hurts

It is sore: My throat (eye) is sore

…..
Hotel Recepionist: Hello, this is the ‘Rembrandt’ hotel. I have a
U s e f u l Te r m i n o l o g y f o r S y m p t o m s
guest who has severe toothache and needs to see a denist
urgently. I’m very hot
Dental Recepionist: How long has the guest had the toothache? I feel sick
Hotel Recepionist: Since yesterday. I have severe stomach problems (Indigesion, consipaion, diarrhoea,
Dental Recepionist: We can make an emergency appointment at vomiing)
4 pm. I am allergic to …
Hotel Recepionist: Is it possible for him to be seen earlier? I feel dizzy (or light-headed)
Dental Recepionist: He can come in now and wait unil one of I can’t breathe properly
the denists is free.
I passed out
Hotel Recepionist: Thank you very much. I’ll send him straight
I can’t bend my arm
round.
My foot (leg, arm, throat etc.) is swollen
92 93
 Can I have an appointment for Wednesday with the doctor Ta l k i n g t o a D o c t o r
please?
Hi, I’d like to make an appointment for today with a denist, When you feel ill use I’m unwell or I feel ill.
please. When talking about your medical condiion use I’ve got …

Dialogue: Arranging Medical Assistance I’ve got diabetes and hypertension.

Hotel Recepionist: Good Morning, Sir. How are you today? When talking about someone else’s medical condiion use He /she has …
Tourist: Hi, I’m not very well. I’ve had severe toothache since
My daughter has chicken pox.
yesterday. I think I need to see a denist as soon as possible. Is
there a denist in the area? When you take medicaion use I’m on … or I’m taking …
Hotel Recepionist: I am sorry about that. There is a dental
pracise on Baker Street, a very short walk from here. I’m on anibioics. I’ve got an eye infecion.
Tourist: Can I just walk-in?
Hotel Recepionist: Yes, if they can’t help you they will direct you I’m taking painkillers for back pain.
to someone who can.
In English there are several ways to describe pain:
Tourist: What ime does it open?
Hotel Recepionist: I am not sure but I’ll give them a call and Ache: I’ve got a headache (toothache, earache)
check.
Tourist: Thank you. Can you make an appointment for my whilst Pain: I’ve got a pain in my chest (side)
you are on the phone?
Hotel Recepionist: I’ll do my best. It hurts: My arm (leg, tummy, back etc.) hurts

It is sore: My throat (eye) is sore

…..
Hotel Recepionist: Hello, this is the ‘Rembrandt’ hotel. I have a
U s e f u l Te r m i n o l o g y f o r S y m p t o m s
guest who has severe toothache and needs to see a denist
urgently. I’m very hot
Dental Recepionist: How long has the guest had the toothache? I feel sick
Hotel Recepionist: Since yesterday. I have severe stomach problems (Indigesion, consipaion, diarrhoea,
Dental Recepionist: We can make an emergency appointment at vomiing)
4 pm. I am allergic to …
Hotel Recepionist: Is it possible for him to be seen earlier? I feel dizzy (or light-headed)
Dental Recepionist: He can come in now and wait unil one of I can’t breathe properly
the denists is free.
I passed out
Hotel Recepionist: Thank you very much. I’ll send him straight
I can’t bend my arm
round.
My foot (leg, arm, throat etc.) is swollen
92 93
I have a cough Dialogue: Visiting a Hospital
My vision is blurry
Tourist: Hi, I fell down the steps and I hit my head.
I’m bleeding
Recepionist: Are you an EU ciizen?
I’ve got a skin rash
Tourist: No, but I have medical insurance. Here are the
I’m sunburnt documents.
I have an infecion Recepionist: Can I see your passport please?
I have been biten (stung) by… Tourist: Here it is.
Recepionist: Thank you. Please have a seat over there. The
Dialogue: Visiting a Doctor nurse will call you shortly.
Tourist: Thank you.
Doctor: Good aternoon. What can I do for you?
Tourist: Hello. I’ve been up all night vomiing.
…
Doctor: Do you have any stomach pains?
Nurse: Hello. What’s happened to you?
Tourist: Yes, my stomach hurts quite badly.
Tourist: I fell down the steps and I hit my head. I have a very
Doctor: Do you have a temperature?
bad headache.
Tourist: I have been burning up.
Nurse: You have been bleeding. I will clean up the wound and the
Doctor: I will take your temperature. Your temperature is
doctor will see you shortly.
slightly high. Do you have diarrhoea?
Tourist: Will the doctor be long?
Tourist: No, I don’t. I have consipaion.
Nurse: He’ll be here within 15 minutes.
Doctor: How long have you had this?
Tourist: I’ve had it for 3 days.
…
Doctor: I will prescribe you this medicaion to bring your
Doctor: Good Evening. I am Doctor Hu. I will be treaing you. I’m
temperature down and this medicaion for the stomach
sending you for a CT scan.
problem.
Tourist: Will that be done immediately?
Tourist: How do I take it?
Doctor: Yes, the nurse will take you there now.
Doctor: Take these pills twice a day ater food. This medicaion
Tourist: Is my injury serious?
you must take three imes a day with water. Here is the
Doctor: We will know ater the scan.
prescripion.
Tourist: How long will I have to stay here?
Tourist: Thank you. How quickly will the medicaion work?
Doctor: Because it’s a head injury you may have to stay in the
Doctor: You should see an improvement within the 24 hours. If
hospital overnight.
there is no change ater 24 hours come back and see me.
Tourist: Can someone let the ‘Hilton’ hotel know where I am,
Tourist: Thank you. Can you tell me where the nearest pharmacy
please.
is?
Doctor: I will ask the nurse to arrange that.
Doctor: Right next door to the surgery.

94 95
I have a cough Dialogue: Visiting a Hospital
My vision is blurry
Tourist: Hi, I fell down the steps and I hit my head.
I’m bleeding
Recepionist: Are you an EU ciizen?
I’ve got a skin rash
Tourist: No, but I have medical insurance. Here are the
I’m sunburnt documents.
I have an infecion Recepionist: Can I see your passport please?
I have been biten (stung) by… Tourist: Here it is.
Recepionist: Thank you. Please have a seat over there. The
Dialogue: Visiting a Doctor nurse will call you shortly.
Tourist: Thank you.
Doctor: Good aternoon. What can I do for you?
Tourist: Hello. I’ve been up all night vomiing.
…
Doctor: Do you have any stomach pains?
Nurse: Hello. What’s happened to you?
Tourist: Yes, my stomach hurts quite badly.
Tourist: I fell down the steps and I hit my head. I have a very
Doctor: Do you have a temperature?
bad headache.
Tourist: I have been burning up.
Nurse: You have been bleeding. I will clean up the wound and the
Doctor: I will take your temperature. Your temperature is
doctor will see you shortly.
slightly high. Do you have diarrhoea?
Tourist: Will the doctor be long?
Tourist: No, I don’t. I have consipaion.
Nurse: He’ll be here within 15 minutes.
Doctor: How long have you had this?
Tourist: I’ve had it for 3 days.
…
Doctor: I will prescribe you this medicaion to bring your
Doctor: Good Evening. I am Doctor Hu. I will be treaing you. I’m
temperature down and this medicaion for the stomach
sending you for a CT scan.
problem.
Tourist: Will that be done immediately?
Tourist: How do I take it?
Doctor: Yes, the nurse will take you there now.
Doctor: Take these pills twice a day ater food. This medicaion
Tourist: Is my injury serious?
you must take three imes a day with water. Here is the
Doctor: We will know ater the scan.
prescripion.
Tourist: How long will I have to stay here?
Tourist: Thank you. How quickly will the medicaion work?
Doctor: Because it’s a head injury you may have to stay in the
Doctor: You should see an improvement within the 24 hours. If
hospital overnight.
there is no change ater 24 hours come back and see me.
Tourist: Can someone let the ‘Hilton’ hotel know where I am,
Tourist: Thank you. Can you tell me where the nearest pharmacy
please.
is?
Doctor: I will ask the nurse to arrange that.
Doctor: Right next door to the surgery.

94 95
In the Pharmacy Chapter 7. Reporing Crime to the Police
When you are looking for a pharmacy (chemist) use Where is the
nearest pharmacy? Or Is there a chemist in this area?
When you are a vicim of crime use I’ve been …
Excuse me, where is the nearest pharmacy?
I’ve been robbed.
To ask a pharmacist for medicaion use Have you got anything for …,
I’ve been atacked.
Can I have …, I’d like some … or I need…
I’ve been raped.
Have you got anything for back pain? I’ve been assaulted.
Can I have some plasters and an anisepic cream, please?
I’d like some painkillers, please. When reporing a lost item use I’ve lost …
I need some cold sore cream.
I’ve lost my wallet and travel documents. They were in my bag,
and now I cannot ind them there.
Dialogue: In a Pharmacy
Pharmacist: How can I help you? Dialogue: Emergency Call
Customer: Have you got anything for a sore throat, please?
Pharmacist: We have this syrup, pasilles and lozenges and an Operator: Which service do you require: ire, police or
anaestheic throat spray, if your throat is really bad. ambulance?
Customer: Can I have the syrup please. How oten do I take it and Caller: Police, please.
when? Operator: Police emergency.
Pharmacist: Take it three imes a day, one spoonful ater a meal. Caller: I’ve just had my hand bag stolen.
The spoon is supplied with the syrup. Operator: How did it happen?
Customer: Oh, I forgot to ask – is this syrup suitable for Caller: A few minutes ago a young man pushed me to the ground
diabeics? and stole my hand bag.
Pharmacist: Unfortunately, it isn’t. It contains sugar. We have Operator: Where are you calling from?
another syrup suitable for diabeics. Caller: The bus staion telephone box.
Customer: I’ll take that one, please. Do I take it the same way? Operator: Were you injured?
Pharmacist: Yes. Caller: No.
Customer: Thank you. Operator: An oicer is on his way. What is your name and
Pharmacist: Anything else? address?
Customer: I need something for itchy eyes as well. Can you Caller: My name is Seth Kalamari. I’m a tourist staying in the
recommend anything? ‘Grand’ Hotel.
Pharmacist: These eye drops are very good for itchy eyes. Use Operator: Thank you. Can you give me a descripion of your
them twice a day.
atacker?
Customer: Sounds good. How much is it all together?
Caller: A young man wearing a blue coat.
Pharmacist: seven pound ity eight.
Operator: Which direcion did he run away?
Customer: Thank you.
Caller: He ran towards the Globe theatre.
Pharmacist: Thank you. Bye.
96 97
In the Pharmacy Chapter 7. Reporing Crime to the Police
When you are looking for a pharmacy (chemist) use Where is the
nearest pharmacy? Or Is there a chemist in this area?
When you are a vicim of crime use I’ve been …
Excuse me, where is the nearest pharmacy?
I’ve been robbed.
To ask a pharmacist for medicaion use Have you got anything for …,
I’ve been atacked.
Can I have …, I’d like some … or I need…
I’ve been raped.
Have you got anything for back pain? I’ve been assaulted.
Can I have some plasters and an anisepic cream, please?
I’d like some painkillers, please. When reporing a lost item use I’ve lost …
I need some cold sore cream.
I’ve lost my wallet and travel documents. They were in my bag,
and now I cannot ind them there.
Dialogue: In a Pharmacy
Pharmacist: How can I help you? Dialogue: Emergency Call
Customer: Have you got anything for a sore throat, please?
Pharmacist: We have this syrup, pasilles and lozenges and an Operator: Which service do you require: ire, police or
anaestheic throat spray, if your throat is really bad. ambulance?
Customer: Can I have the syrup please. How oten do I take it and Caller: Police, please.
when? Operator: Police emergency.
Pharmacist: Take it three imes a day, one spoonful ater a meal. Caller: I’ve just had my hand bag stolen.
The spoon is supplied with the syrup. Operator: How did it happen?
Customer: Oh, I forgot to ask – is this syrup suitable for Caller: A few minutes ago a young man pushed me to the ground
diabeics? and stole my hand bag.
Pharmacist: Unfortunately, it isn’t. It contains sugar. We have Operator: Where are you calling from?
another syrup suitable for diabeics. Caller: The bus staion telephone box.
Customer: I’ll take that one, please. Do I take it the same way? Operator: Were you injured?
Pharmacist: Yes. Caller: No.
Customer: Thank you. Operator: An oicer is on his way. What is your name and
Pharmacist: Anything else? address?
Customer: I need something for itchy eyes as well. Can you Caller: My name is Seth Kalamari. I’m a tourist staying in the
recommend anything? ‘Grand’ Hotel.
Pharmacist: These eye drops are very good for itchy eyes. Use Operator: Thank you. Can you give me a descripion of your
them twice a day.
atacker?
Customer: Sounds good. How much is it all together?
Caller: A young man wearing a blue coat.
Pharmacist: seven pound ity eight.
Operator: Which direcion did he run away?
Customer: Thank you.
Caller: He ran towards the Globe theatre.
Pharmacist: Thank you. Bye.
96 97
 Operator: Thank you. Stay where you are. The oicer will be Chapter 8. Hotels
with you very shortly.
Caller: Thank you. Making a Reservation
When calling a hotel to make a reservaion (also called booking) use:
Dialogue: Police Station I want to check availability for … I need a (single, double, twin) room
for … nights from …
Tourist: Hi, I’ve come to report the loss of my passport.
Desk staf: Where did you lose it? Hi, I want to check availability for December. I need a single
Tourist: I’m not sure. The last ime I saw it was when it was in my room for three nights from December twenty irst.
suitcase in the hotel.
Desk staf: Are you sure that you did not take it out of the hotel? If you have special requests use Can I have … please?
Tourist: Absolutely. I never carry it with me.
These are some of the special requests you may consider:
Desk staf: Have you enquired at the hotel recepion?
Tourist: Yes, I did. They have not got it. On-suite;
Desk staf: Are you sharing the room with anyone? A room on the ground loor;
Tourist: Yes, my wife. A room with a disabled access;
Desk staf: Have you asked her if she has got it? An extra bed for a child;
Tourist: Yes, and she has not. Family room;
Desk staf: If it has gone from your room, it can only have been A baby cot;
stolen. A quiet room;
Tourist: Yes, I agree. A parking space;
Desk staf: I will take details and report it as a crime. Here is the Checking in and leaving the luggage earlier;
crime number. You now have to contact your consulate and Breakfast included / not included;
inform them. Room with a balcony.

Dialogue: Making a Reservation

Recepionist: Good Morning, Union Jack Hotel.
Caller: Hello, can I speak to somebody in Reservaions, please?
Recepionist: Speaking. How can I help you, madam?
Caller: Hi, I want to check availability for June. I need a twin
room for ive nights from the irst of June, please.
Recepionist: I am sorry, madam, all our twin rooms are fully
booked for the period. I can ofer you two single rooms or a
double room.
Caller: A double room will not suit us, as I’m travelling with my
sister. Can I book two single rooms then? Can we have the
98 99
 Operator: Thank you. Stay where you are. The oicer will be Chapter 8. Hotels
with you very shortly.
Caller: Thank you. Making a Reservation
When calling a hotel to make a reservaion (also called booking) use:
Dialogue: Police Station I want to check availability for … I need a (single, double, twin) room
for … nights from …
Tourist: Hi, I’ve come to report the loss of my passport.
Desk staf: Where did you lose it? Hi, I want to check availability for December. I need a single
Tourist: I’m not sure. The last ime I saw it was when it was in my room for three nights from December twenty irst.
suitcase in the hotel.
Desk staf: Are you sure that you did not take it out of the hotel? If you have special requests use Can I have … please?
Tourist: Absolutely. I never carry it with me.
These are some of the special requests you may consider:
Desk staf: Have you enquired at the hotel recepion?
Tourist: Yes, I did. They have not got it. On-suite;
Desk staf: Are you sharing the room with anyone? A room on the ground loor;
Tourist: Yes, my wife. A room with a disabled access;
Desk staf: Have you asked her if she has got it? An extra bed for a child;
Tourist: Yes, and she has not. Family room;
Desk staf: If it has gone from your room, it can only have been A baby cot;
stolen. A quiet room;
Tourist: Yes, I agree. A parking space;
Desk staf: I will take details and report it as a crime. Here is the Checking in and leaving the luggage earlier;
crime number. You now have to contact your consulate and Breakfast included / not included;
inform them. Room with a balcony.

Dialogue: Making a Reservation

Recepionist: Good Morning, Union Jack Hotel.
Caller: Hello, can I speak to somebody in Reservaions, please?
Recepionist: Speaking. How can I help you, madam?
Caller: Hi, I want to check availability for June. I need a twin
room for ive nights from the irst of June, please.
Recepionist: I am sorry, madam, all our twin rooms are fully
booked for the period. I can ofer you two single rooms or a
double room.
Caller: A double room will not suit us, as I’m travelling with my
sister. Can I book two single rooms then? Can we have the
98 99
 rooms on the ground loor, please? My sister is in a wheel-
chair.
Recepionist: We can ofer you one room on the ground loor and
another room on the irst loor.
Caller: How much will that cost?
Recepionist: It is 25 pound per room per night. Two hundred and
ity pound altogether, madam.
Caller: Is breakfast included in the price?
Recepionist: Yes, a coninental breakfast is included in the price.
Caller: Thank you, can I book the two rooms, please. Can I pay on
my arrival?
Recepionist: Certainly, madam. To conirm your booking I will
require your name and credit card details now. We will not
charge your credit card now.
Caller: My name is Evelyn Bishop. Evelyn: Echo, Victor, Echo,
Lima, Yankee, November. Bishop: Bravo, India, Sierra, Hotel,
Oscar, Papa. The credit card number is: 12345 6788.
Recepionist: Thank you Mrs Bishop. Let me repeat the credit
card number: 12345 6788.
Caller: That’s correct.
Recepionist: And could you tell me the expiry date on your card,
please?
Caller: June 2020.
Recepionist. Thank you, Mrs Bishop. Your reservaion number is
BBB123. We look forward to seeing you in June. Good bye.
Caller: Thank you. Bye.
Cancelling or Changing a Reservation
When you need to change a reservaion use: I’d like to change
a  reservaion.
You will then be asked for your reservaion number.
Hi, I’d like to change a reservaion, please. My name is
Paolo Albino, and the reservaion number is 123456BB. The
reservaion is for a single room for 3 nights staring with May 11.
I now need a double room for 3 nights staring on the same date.
100
When you need to cancel a reservaion use I need to cancel my
reservaion.
You will then be asked for your name and reservaion number. Ask if
there is a cancellaion charge. You can also ask for a cancellaion email
to be sent to you.
Dialogue: Cancelling a Reservation
Recepionist: Good Morning, Black Swan Hotel.
Caller: Hello, can I speak to somebody in Reservaions, please?
Recepionist: Speaking. How can I help you, madam?
Caller: Hi, I need to cancel my reservaion for Sunday, August 12,
please.
Recepionist: One moment. What’s your name and the
reservaion number, please?
Caller: It’s Mrs Sesame and the reservaion number is 111SS22.
Recepionist: Mrs Sesame, that’s ine. I’ve cancelled your
reservaion for you.
Caller: Thank you. Is there a cancellaion charge?
Recepionist: Yes, because you’ve cancelled ater the 48-
hour cancellaion deadline, we charge you for one night’s
accommodaion, which is 56 pound.
Caller: Can you send me a cancellaion conirmaion email,
please?
Recepionist: Will do.
Caller: Thank you, good bye.
Recepionist. Good bye.
Arriving at the Hotel
If you arrive at the hotel and you have made a reservaion use My name
is … I have a reservaion or I have a reservaion in the name of …
Hi, my name is Arnold Schwartz. I have a reservaion.
Good Morning. I have a reservaion in the name of Evelyn
Bishop.
101
 rooms on the ground loor, please? My sister is in a wheel-
chair.
Recepionist: We can ofer you one room on the ground loor and
another room on the irst loor.
Caller: How much will that cost?
Recepionist: It is 25 pound per room per night. Two hundred and
ity pound altogether, madam.
Caller: Is breakfast included in the price?
Recepionist: Yes, a coninental breakfast is included in the price.
Caller: Thank you, can I book the two rooms, please. Can I pay on
my arrival?
Recepionist: Certainly, madam. To conirm your booking I will
require your name and credit card details now. We will not
charge your credit card now.
Caller: My name is Evelyn Bishop. Evelyn: Echo, Victor, Echo,
Lima, Yankee, November. Bishop: Bravo, India, Sierra, Hotel,
Oscar, Papa. The credit card number is: 12345 6788.
Recepionist: Thank you Mrs Bishop. Let me repeat the credit
card number: 12345 6788.
Caller: That’s correct.
Recepionist: And could you tell me the expiry date on your card,
please?
Caller: June 2020.
Recepionist. Thank you, Mrs Bishop. Your reservaion number is
BBB123. We look forward to seeing you in June. Good bye.
Caller: Thank you. Bye.
Cancelling or Changing a Reservation
When you need to change a reservaion use: I’d like to change
a  reservaion.
You will then be asked for your reservaion number.
Hi, I’d like to change a reservaion, please. My name is
Paolo Albino, and the reservaion number is 123456BB. The
reservaion is for a single room for 3 nights staring with May 11.
I now need a double room for 3 nights staring on the same date.
100
When you need to cancel a reservaion use I need to cancel my
reservaion.
You will then be asked for your name and reservaion number. Ask if
there is a cancellaion charge. You can also ask for a cancellaion email
to be sent to you.
Dialogue: Cancelling a Reservation
Recepionist: Good Morning, Black Swan Hotel.
Caller: Hello, can I speak to somebody in Reservaions, please?
Recepionist: Speaking. How can I help you, madam?
Caller: Hi, I need to cancel my reservaion for Sunday, August 12,
please.
Recepionist: One moment. What’s your name and the
reservaion number, please?
Caller: It’s Mrs Sesame and the reservaion number is 111SS22.
Recepionist: Mrs Sesame, that’s ine. I’ve cancelled your
reservaion for you.
Caller: Thank you. Is there a cancellaion charge?
Recepionist: Yes, because you’ve cancelled ater the 48-
hour cancellaion deadline, we charge you for one night’s
accommodaion, which is 56 pound.
Caller: Can you send me a cancellaion conirmaion email,
please?
Recepionist: Will do.
Caller: Thank you, good bye.
Recepionist. Good bye.
Arriving at the Hotel
If you arrive at the hotel and you have made a reservaion use My name
is … I have a reservaion or I have a reservaion in the name of …
Hi, my name is Arnold Schwartz. I have a reservaion.
Good Morning. I have a reservaion in the name of Evelyn
Bishop.
101
If you have not made a reservaion use I need a ... room for … Staying in a Hotel

Good Morning. I need a single room for one night. When you are calling the hotel Recepion to speak to a hotel guest,
use Mr/Mrs … is staying with you. Can you put me through to his/her
Dialogue: Arriving at the Hotel room? Or Can you put me through to Mr/Mrs …, Room …

Hi, Mrs Wimberley is staying with you. Can you put me through
Recepionist: Good aternoon, madam, how can I help you?
to her room, please?
Guest: Hi, my name is Miriam Geller. I have a reservaion.
Recepionist: One moment, please. Yes, here it is. One double Hi, Can you put me through to Mrs Chandler, room 222?
room for two nights.
Guest: That’s correct. When you need to reserve a table at the hotel restaurant, call or visit the
Recepionist: Could I have your passport, please? Recepion and use I’d like to reserve a table …
Guest: Here it is.
Hi, this is Eleanor Wimberley in Room 56. I’d like to reserve a
Recepionist: Thank you, Mrs Geller. Please take your passport
table for dinner at 7 pm this evening, please.
back. Could I have your credit card please?
Guest: Yes, here is my card.
To request something for your room, call or visit the Recepion and use
Recepionist: Thank you. Please take your card. You are in Room
313. Please take the key. Please sign here. I’d like … or Can I have …?
Guest: Thank you. When is the breakfast, please? Hi, this is Eleanor Wimberley in Room 56. Can I have an extra
Recepionist: Breakfast is between 7:30 and 10 am.
blanket, please?
Guest: Can I have my breakfast at 7 am, please? I have to be in
the town centre by 8am.
To ask for room service call the Room Service or Recepion and use Can I
Recepionist: Certainly, Mrs Geller. I will make the arrangements.
order …?
Guest: Thank you.
Recepionist: Have you travelled here by car? Hi, this is Juju Araujo in Room 222. Can I order a light lunch
Guest: Yes. please?
Recepionist: I will need the car registraion number.
Guest: Fine. It is AHA12311. To ask for a taxi use: Can you order me a taxi for …?
Recepionist: Where have you parked?
Guest: In a parking bay outside the front door. Hi, Can you order me a taxi for a quarter past eight, please?
Recepionist: Parking for guests is at the rear of the building.
Here is the hotel pass. For security reasons can you please You may then ask Can you call my room when my taxi arrives?
keep it on the dashboard. Can you move your vehicle to the
guest car park, please? Big hotels have business centres with computers and Wi-Fi. To ask for it
Guest: Yes, that’s no problem. Is there someone available to help use Is there a business centre in the hotel?
me with my luggage?
Recepionist: I will arrange for the porter to meet you at your car. When you really unhappy with something, call or visit the Recepion and
Guest: Thank you. I will wait by the car in the guest car park. use I’d like to make a complaint …
102 103
If you have not made a reservaion use I need a ... room for … Staying in a Hotel

Good Morning. I need a single room for one night. When you are calling the hotel Recepion to speak to a hotel guest,
use Mr/Mrs … is staying with you. Can you put me through to his/her
Dialogue: Arriving at the Hotel room? Or Can you put me through to Mr/Mrs …, Room …

Hi, Mrs Wimberley is staying with you. Can you put me through
Recepionist: Good aternoon, madam, how can I help you?
to her room, please?
Guest: Hi, my name is Miriam Geller. I have a reservaion.
Recepionist: One moment, please. Yes, here it is. One double Hi, Can you put me through to Mrs Chandler, room 222?
room for two nights.
Guest: That’s correct. When you need to reserve a table at the hotel restaurant, call or visit the
Recepionist: Could I have your passport, please? Recepion and use I’d like to reserve a table …
Guest: Here it is.
Hi, this is Eleanor Wimberley in Room 56. I’d like to reserve a
Recepionist: Thank you, Mrs Geller. Please take your passport
table for dinner at 7 pm this evening, please.
back. Could I have your credit card please?
Guest: Yes, here is my card.
To request something for your room, call or visit the Recepion and use
Recepionist: Thank you. Please take your card. You are in Room
313. Please take the key. Please sign here. I’d like … or Can I have …?
Guest: Thank you. When is the breakfast, please? Hi, this is Eleanor Wimberley in Room 56. Can I have an extra
Recepionist: Breakfast is between 7:30 and 10 am.
blanket, please?
Guest: Can I have my breakfast at 7 am, please? I have to be in
the town centre by 8am.
To ask for room service call the Room Service or Recepion and use Can I
Recepionist: Certainly, Mrs Geller. I will make the arrangements.
order …?
Guest: Thank you.
Recepionist: Have you travelled here by car? Hi, this is Juju Araujo in Room 222. Can I order a light lunch
Guest: Yes. please?
Recepionist: I will need the car registraion number.
Guest: Fine. It is AHA12311. To ask for a taxi use: Can you order me a taxi for …?
Recepionist: Where have you parked?
Guest: In a parking bay outside the front door. Hi, Can you order me a taxi for a quarter past eight, please?
Recepionist: Parking for guests is at the rear of the building.
Here is the hotel pass. For security reasons can you please You may then ask Can you call my room when my taxi arrives?
keep it on the dashboard. Can you move your vehicle to the
guest car park, please? Big hotels have business centres with computers and Wi-Fi. To ask for it
Guest: Yes, that’s no problem. Is there someone available to help use Is there a business centre in the hotel?
me with my luggage?
Recepionist: I will arrange for the porter to meet you at your car. When you really unhappy with something, call or visit the Recepion and
Guest: Thank you. I will wait by the car in the guest car park. use I’d like to make a complaint …
102 103
 Hi, this is Stewart Dizzy in Room 311. I’d like to make a
complaint. The bed linen is dirty.
If you pay in cash use I will pay in cash. Can I have a receipt, please?
Dialogue: Calling Room Service
Dialogue: Checking Out
Recepionist: Room Service, can I help you?
Guest: Good morning. Can I order breakfast, please?
Recepionist: Of course, Sir. What would you like?
Guest: I’d like some cheese and cold meat, a couple of rolls and a
yogurt.
Recepionist: Would you like white or wholemeal rolls?
Guest: White, please.
Recepionist: Very good, Sir. Would you like tea or cofee?
Guest: Cofee. Can I have a late?
Recepionist: Certainly, Sir.
Guest: How long will that be?
Recepionist: It will be with you in iteen minutes. Could I have
your room number, please?
Guest: It’s 712.
Recepionist: Thank you. Good bye.
Guest: Thank you. Good bye.
Checking Out
When leaving the hotel, go to the Recepion and use I’d like to check
out.
Hi, I’d like to check out, please.
You will then be asked for the room number and the recepionist will
conirm the bill with you. If the bill is not right, use There’s a mistake on
my bill, Can you explain this amount on my bill or My bill is not correct
and ask the recepionist to adjust the bill.
There’s a mistake on my bill. There is a phone call charge, but
I never used the phone in my room. Please adjust the bill and
remove the call charge.
If you pay with a diferent card use I will pay with a diferent credit card.
Guest: Hi, I’d like to check out, please.
Recepionist: Good morning, madam. What’s your room
number?
Guest: Room 81.
Recepionist: Mrs Samba. How was your stay?
Guest: Very enjoyable, thank you.
Recepionist: How are you paying Mrs Samba: card or cash?
Guest: By credit card.
Recepionist: Are you using the same credit card that you used
when checking in?
Guest: No, actually it is a diferent one.
Recepionist: Can I take the credit card number, please?
Guest: Sure, please do.
Recepionist: Please check the printout of your bill: three nights’
accommodaion, bar drinks from yesterday and the day
before, a newspaper and a room service yesterday.
Guest: Oh, there’s a mistake on my bill. I did not order a
newspaper. Please remove this charge from my bill.
Recepionist: I’m sorry, madam. I’ll remove this charge and
adjust your bill.
Guest: Thank you.
Recepionist: Is everything else OK?
Guest: Yes, it’s ine. Thank you.
Recepionist: Could you sign here please? Thank you.
Guest: Here are the keys.
Recepionist: Thank you. See you again, Mrs Samba, thank you
for staying with us. Good bye.
Guest: Good bye.

104 105
 Hi, this is Stewart Dizzy in Room 311. I’d like to make a
complaint. The bed linen is dirty.
If you pay in cash use I will pay in cash. Can I have a receipt, please?
Dialogue: Calling Room Service
Dialogue: Checking Out
Recepionist: Room Service, can I help you?
Guest: Good morning. Can I order breakfast, please?
Recepionist: Of course, Sir. What would you like?
Guest: I’d like some cheese and cold meat, a couple of rolls and a
yogurt.
Recepionist: Would you like white or wholemeal rolls?
Guest: White, please.
Recepionist: Very good, Sir. Would you like tea or cofee?
Guest: Cofee. Can I have a late?
Recepionist: Certainly, Sir.
Guest: How long will that be?
Recepionist: It will be with you in iteen minutes. Could I have
your room number, please?
Guest: It’s 712.
Recepionist: Thank you. Good bye.
Guest: Thank you. Good bye.
Checking Out
When leaving the hotel, go to the Recepion and use I’d like to check
out.
Hi, I’d like to check out, please.
You will then be asked for the room number and the recepionist will
conirm the bill with you. If the bill is not right, use There’s a mistake on
my bill, Can you explain this amount on my bill or My bill is not correct
and ask the recepionist to adjust the bill.
There’s a mistake on my bill. There is a phone call charge, but
I never used the phone in my room. Please adjust the bill and
remove the call charge.
If you pay with a diferent card use I will pay with a diferent credit card.
Guest: Hi, I’d like to check out, please.
Recepionist: Good morning, madam. What’s your room
number?
Guest: Room 81.
Recepionist: Mrs Samba. How was your stay?
Guest: Very enjoyable, thank you.
Recepionist: How are you paying Mrs Samba: card or cash?
Guest: By credit card.
Recepionist: Are you using the same credit card that you used
when checking in?
Guest: No, actually it is a diferent one.
Recepionist: Can I take the credit card number, please?
Guest: Sure, please do.
Recepionist: Please check the printout of your bill: three nights’
accommodaion, bar drinks from yesterday and the day
before, a newspaper and a room service yesterday.
Guest: Oh, there’s a mistake on my bill. I did not order a
newspaper. Please remove this charge from my bill.
Recepionist: I’m sorry, madam. I’ll remove this charge and
adjust your bill.
Guest: Thank you.
Recepionist: Is everything else OK?
Guest: Yes, it’s ine. Thank you.
Recepionist: Could you sign here please? Thank you.
Guest: Here are the keys.
Recepionist: Thank you. See you again, Mrs Samba, thank you
for staying with us. Good bye.
Guest: Good bye.

104 105
Chapter 9. Public Transport and Taxi Dialogue: On a Bus

Tourist: Hi, does this bus go to the Pier?

P u b l i c Tra n s p o r t
To ask where a paricular bus, tram etc. goes use Where does this …
go to?
Excuse me, where does this bus go to?
To conirm if this transport goes to a paricular desinaion use Does this
… go to ...? Is this the bus to …? What is the …number for …? or Does
this … stop at …?
Excuse me, does this tram go to the Central Bus Staion?
Is this the bus to the town centre?
What is the tram number for the Children’s Hospital?
Does this bus stop at Trafalgar Square?
To ask about the fare use How much is a single (return) to …?
How much is a single to Jeferson Street?
How much would two return ickets to Marble Arch be?
When buying ickets use Can I have a single (return) icket to …?
Can I have a single icket to Portland Heights please?
Can I have two adult and one child return to Park Lane, please?
U s e f u l Te r m i n o l o g y
Do you have a public transport route map?
Is there a direct bus from here?
How oten does this bus run?
When is the next bus?
What ime is the irst (last) bus?
Do I have to change buses?
Where do I change buses?
Please tell me when to get of.
Driver: No it does not. You will have to change at the Central Bus
Staion.
Tourist: Is there a direct bus from here to the Pier?
Driver: I’m afraid not.
Tourist: Can I have one adult and one child single to the Central
Bus Staion, please.
Driver: If you are going to the Pier, a Day icket will be cheaper.
Tourist: How much will that be?
Driver: Adult icket is 2pound thirty and the child’s will be one
pound ity.
Tourist: I will have one adult and one child Day icket please.
What number bus do I take from the Central Bus Staion to
the Pier, please?
Driver: The 207. It runs every 10 minutes.
Tourist: Thank you. How many stops to the Central Bus Staion?
Driver: Don’t worry about that. I inish my route at the Central
Bus Staion.
Tourist: Thank you.
Ta x i
When telephoning for a taxi use Can I have a taxi to … from … please?
Hi, can I have a taxi to the train staion from the Priory please?
How long will it be?
If you have special requests, discuss them at this point:
I have a child in a buggy. Is that OK?
One of the passenger is in a wheelchair.
There will be ive (or more) passengers. Can that be
accommodated in one car?
Do you charge extra for luggage?
Between us we have six suitcases. Will that be all right?

106 107
Chapter 9. Public Transport and Taxi Dialogue: On a Bus

Tourist: Hi, does this bus go to the Pier?

P u b l i c Tra n s p o r t
To ask where a paricular bus, tram etc. goes use Where does this …
go to?
Excuse me, where does this bus go to?
To conirm if this transport goes to a paricular desinaion use Does this
… go to ...? Is this the bus to …? What is the …number for …? or Does
this … stop at …?
Excuse me, does this tram go to the Central Bus Staion?
Is this the bus to the town centre?
What is the tram number for the Children’s Hospital?
Does this bus stop at Trafalgar Square?
To ask about the fare use How much is a single (return) to …?
How much is a single to Jeferson Street?
How much would two return ickets to Marble Arch be?
When buying ickets use Can I have a single (return) icket to …?
Can I have a single icket to Portland Heights please?
Can I have two adult and one child return to Park Lane, please?
U s e f u l Te r m i n o l o g y
Do you have a public transport route map?
Is there a direct bus from here?
How oten does this bus run?
When is the next bus?
What ime is the irst (last) bus?
Do I have to change buses?
Where do I change buses?
Please tell me when to get of.
Driver: No it does not. You will have to change at the Central Bus
Staion.
Tourist: Is there a direct bus from here to the Pier?
Driver: I’m afraid not.
Tourist: Can I have one adult and one child single to the Central
Bus Staion, please.
Driver: If you are going to the Pier, a Day icket will be cheaper.
Tourist: How much will that be?
Driver: Adult icket is 2pound thirty and the child’s will be one
pound ity.
Tourist: I will have one adult and one child Day icket please.
What number bus do I take from the Central Bus Staion to
the Pier, please?
Driver: The 207. It runs every 10 minutes.
Tourist: Thank you. How many stops to the Central Bus Staion?
Driver: Don’t worry about that. I inish my route at the Central
Bus Staion.
Tourist: Thank you.
Ta x i
When telephoning for a taxi use Can I have a taxi to … from … please?
Hi, can I have a taxi to the train staion from the Priory please?
How long will it be?
If you have special requests, discuss them at this point:
I have a child in a buggy. Is that OK?
One of the passenger is in a wheelchair.
There will be ive (or more) passengers. Can that be
accommodated in one car?
Do you charge extra for luggage?
Between us we have six suitcases. Will that be all right?

106 107
If you want to know the cost of the travel in advance use Can you tell me
how much will the taxi cost from … to …
Can you tell me how much will the taxi cost from the airport to
the Grand Hotel?
In many places – hotels, hospitals and oices to name a few – the
recepionist may call a taxi on your behalf. If you require them to do so,
use Could you call me a taxi to take me to … or Can you arrange for a
taxi?
Excuse me, could you call me a taxi to take me to the train
staion please?
Please can you arrange for a taxi for 5am to take us to the
airport?
When hailing a taxi on the street use Can you take me to …
Can you take me to the train staion please?
If you want to know the cost of the travel in advance when hailing a taxi
use How much will you charge to take me to …
How much will you charge to take me to the train staion?
U s e f u l Te r m i n o l o g y
Can you stop at …?
Can you drop me of here?
Can you go via…?
Can you take the shortest route?
Can we get there as quickly as possible?
Can I have a receipt?
Can you wait here for me please? I will only be ive minutes.
108
D i a l o g u e : I n a Ta x i
Passenger: Hi, can you take us to Heathrow, Terminal 1,
Departures, please? How much will you charge us?
Taxi Driver: Yes, it will be about 40 pounds depending on the
traic. I’ll get your bags.
Passenger: Thank you. How long will it take to get there?
Taxi Driver: About 40 minutes at this ime of day.
Passenger: Can you go by the quickest route please? We are
short of ime.
Taxi Driver: I’ll do what I can.
Passenger: Thanks. Do you take credit cards?
Taxi Driver: No, cash only I’m afraid.
Passenger: In that case can we stop at a cash point on the way,
please? I need to withdraw cash.
Taxi Driver: No problem. There is a cash point here on the let.
Passenger: I won’t be long.
Taxi Driver: OK.
…
Taxi Driver: This is Terminal 1 Departures. That will be 38 pounds
please.
Passenger: Thank you very much. Keep the change. Can I have a
receipt, please?
Taxi Driver: Certainly, Sir. Thank you very much.
109
If you want to know the cost of the travel in advance use Can you tell me
how much will the taxi cost from … to …
Can you tell me how much will the taxi cost from the airport to
the Grand Hotel?
In many places – hotels, hospitals and oices to name a few – the
recepionist may call a taxi on your behalf. If you require them to do so,
use Could you call me a taxi to take me to … or Can you arrange for a
taxi?
Excuse me, could you call me a taxi to take me to the train
staion please?
Please can you arrange for a taxi for 5am to take us to the
airport?
When hailing a taxi on the street use Can you take me to …
Can you take me to the train staion please?
If you want to know the cost of the travel in advance when hailing a taxi
use How much will you charge to take me to …
How much will you charge to take me to the train staion?
U s e f u l Te r m i n o l o g y
Can you stop at …?
Can you drop me of here?
Can you go via…?
Can you take the shortest route?
Can we get there as quickly as possible?
Can I have a receipt?
Can you wait here for me please? I will only be ive minutes.
108
D i a l o g u e : I n a Ta x i
Passenger: Hi, can you take us to Heathrow, Terminal 1,
Departures, please? How much will you charge us?
Taxi Driver: Yes, it will be about 40 pounds depending on the
traic. I’ll get your bags.
Passenger: Thank you. How long will it take to get there?
Taxi Driver: About 40 minutes at this ime of day.
Passenger: Can you go by the quickest route please? We are
short of ime.
Taxi Driver: I’ll do what I can.
Passenger: Thanks. Do you take credit cards?
Taxi Driver: No, cash only I’m afraid.
Passenger: In that case can we stop at a cash point on the way,
please? I need to withdraw cash.
Taxi Driver: No problem. There is a cash point here on the let.
Passenger: I won’t be long.
Taxi Driver: OK.
…
Taxi Driver: This is Terminal 1 Departures. That will be 38 pounds
please.
Passenger: Thank you very much. Keep the change. Can I have a
receipt, please?
Taxi Driver: Certainly, Sir. Thank you very much.
109
Chapter 10. Travel Arrangements – Tickets
The ickets can either be booked in advance (reserved) or bought on the
day of travel.
When buying ickets in advance use I’d like to book … ickets to ... for …
A one-way icket is called single.
If you need to change the icket use I’d like to change the reservaion …
A return icket can be same day, a set day or an open one.
If you need to cancel the icket use I’d like to cancel the reservaion …
When buying or booking a icket you may specify the class of travel:
irst, second, economy, business.
Dialogue: Booking Tickets
I’d like to book one single icket to Paris for 6th November.
I’d like to book two irst class adult return ickets and one child
irst class return icket to Bruges for next Tuesday, please. The
return ickets are for the following day.
I’d like to book a day return icket to Glasgow for today, please.
I’d like to book an open return business class icket to New York
for 1st January.
When planning the route your travel may be either direct or muli-stop
(also called muli-leg).
When a direct route is not possible you will have to change trains or
lights for a connecing train or light.
The 15:09 is a direct train to London. If you travel by the 16:02
train, you will have to change at Birmingham for a connecing
train to London.
I’d like to book a muli-leg journey: I’d like to ly from Paris to
Barcelona next Monday, then ly from Barcelona to Morocco on
Saturday and return from Morocco to Paris on the 21st.
If the travelling requires any sort of assistance or consideraion use Can I
arrange for assistance for … please?
110
These are some of the special requests the traveller may have:
Disabled;
Young children and babies;
Old person travelling;
Extra heavy luggage or non-standard luggage (bicycle, cello,
piece of furniture)
Customer: Hi, I’d like to book a trip lying from Riga to London
on the 7th of March, then lying from London to Paris a week
later, and returning from Paris to Rig on the 21st March.
Travel Agent: Certainly, let me see what I can arrange for you.
How many people are travelling?
Customer: There will be 2 adults and 2 children.
Travel Agent: How old are the children?
Customer: A seven year old and a one year old.
Travel Agent: There are seats available on the direct light
from Riga to London on the 7th of March. There are no seats
available on London to Paris lights on the 14th of March, but I
can ofer you seats on the Eurostar train from London to Paris
on that date. As for the return trip from Paris to Riga, you can
have a direct light on the 22nd of March.
Customer: I’d like to ly from Paris to Riga on the 21st of March, if
possible.
Travel Agent: It is possible if you are prepared to ly from Paris to
Vienna and then catch a connecing light to Riga.
Customer: How long will we have to wait for the connecing
light?
Travel Agent: One hour and 40 minutes.
Customer: Well, if that’s the case, I’ll have to take the direct
light on the 22nd of March. It’ll be easier with the kids.
Travel Agent: A one year old child does not require a seat. So,
111
Chapter 10. Travel Arrangements – Tickets
The ickets can either be booked in advance (reserved) or bought on the
day of travel.
When buying ickets in advance use I’d like to book … ickets to ... for …
A one-way icket is called single.
If you need to change the icket use I’d like to change the reservaion …
A return icket can be same day, a set day or an open one.
If you need to cancel the icket use I’d like to cancel the reservaion …
When buying or booking a icket you may specify the class of travel:
irst, second, economy, business.
Dialogue: Booking Tickets
I’d like to book one single icket to Paris for 6th November.
I’d like to book two irst class adult return ickets and one child
irst class return icket to Bruges for next Tuesday, please. The
return ickets are for the following day.
I’d like to book a day return icket to Glasgow for today, please.
I’d like to book an open return business class icket to New York
for 1st January.
When planning the route your travel may be either direct or muli-stop
(also called muli-leg).
When a direct route is not possible you will have to change trains or
lights for a connecing train or light.
The 15:09 is a direct train to London. If you travel by the 16:02
train, you will have to change at Birmingham for a connecing
train to London.
I’d like to book a muli-leg journey: I’d like to ly from Paris to
Barcelona next Monday, then ly from Barcelona to Morocco on
Saturday and return from Morocco to Paris on the 21st.
If the travelling requires any sort of assistance or consideraion use Can I
arrange for assistance for … please?
110
These are some of the special requests the traveller may have:
Disabled;
Young children and babies;
Old person travelling;
Extra heavy luggage or non-standard luggage (bicycle, cello,
piece of furniture)
Customer: Hi, I’d like to book a trip lying from Riga to London
on the 7th of March, then lying from London to Paris a week
later, and returning from Paris to Rig on the 21st March.
Travel Agent: Certainly, let me see what I can arrange for you.
How many people are travelling?
Customer: There will be 2 adults and 2 children.
Travel Agent: How old are the children?
Customer: A seven year old and a one year old.
Travel Agent: There are seats available on the direct light
from Riga to London on the 7th of March. There are no seats
available on London to Paris lights on the 14th of March, but I
can ofer you seats on the Eurostar train from London to Paris
on that date. As for the return trip from Paris to Riga, you can
have a direct light on the 22nd of March.
Customer: I’d like to ly from Paris to Riga on the 21st of March, if
possible.
Travel Agent: It is possible if you are prepared to ly from Paris to
Vienna and then catch a connecing light to Riga.
Customer: How long will we have to wait for the connecing
light?
Travel Agent: One hour and 40 minutes.
Customer: Well, if that’s the case, I’ll have to take the direct
light on the 22nd of March. It’ll be easier with the kids.
Travel Agent: A one year old child does not require a seat. So,
111
 would you like me to book 2 adult and 1 child ickets for light
123 Riga to London, for the 7th of March deparing at 08:20
and 2 adult and 1 child ickets for light 321 Paris to Riga for
the 22nd of March deparing at 17:15?
Customer: Yes, please. Can you make sure that the seats are next
to each other?
Travel Agent: Certainly. I managed to reserve you the child-
friendly seats. Will you be travelling with a child’s buggy?
Customer: Yes, we will.
Travel Agent: I will enter on the booking form that you require
assistance. Do you have any special dietary requirements?
Customer: We will require vegetarian meals for the adults.
Travel Agent: I will enter that on the booking form. Can I have
the names of the travellers please?
Customer: Thank you. Here are our passports. What ime is the
Eurostar train to Paris?
Travel Agent: The Eurostar runs every two hours, the irst train I
can book you on is 7am.
Customer: 7am is too early. Is there a train at 11am?
Travel Agent: Yes, there is a train at 11am.
Customer: Can you book us on the 11am train please?
Travel Agent: Certainly, I will book you 2 adult and 1 child
single ickets. Would you like standard, standard premier or
business class?
Customer: Cheapest ones please.
Travel Agent: That will be standard class. That’s it, your booking
is conirmed for the enire trip. The total cost is 1100 Euro.
Would you like me to book hotels for you?
Customer: We don’t require hotels, thank you. Does this cost
include all airport taxes?
Travel Agent: Yes, the taxes and the booking fee are included in
the cost.
Customer: Here’s my credit card.
Travel Agent: Thank you. Please take your passports and the
travel documents. Enjoy your trip. If you have any quesions,
do not hesitate to contact me on this telephone number and
here is my email address.
112
Chapter 11. Travelling – Train, Coach
If you need to conirm that you are on the correct train or coach, use:
Does this train/coach go to …? or Does this train/coach stop at …?
Does this coach go to Paddington Staion?
Does this train stop at Bath?
If your train or coach has not arrived as expected it can be cancelled or
delayed.
Excuse me, the 18:05 to Bristol has not arrived. Has it been
cancelled or delayed?
Excuse me, it has been announced that the 12:35 has been
delayed. Can you tell me how long the delay will be?
When boarding a train or a coach and seeing someone siing next to a
free seat use: Is anyone siing here? , Is this seat free? or Do you mind
if I sit next to you?
If you are asked one of the above quesions, you may use the seat is
free/occupied or – as a response to the third quesion – Please, do/ I’m
sorry, this seat is occupied.
Excuse me, is anyone siing here?
No, the seat is free.
Excuse me, is this seat free?
I’m sorry, this seat is occupied.
Excuse me, do you mind if I sit next to you?
Please do.
U s e f u l Te r m i n o l o g y
Coach Staion (Central Bus Staion)
Plaform (on a train staion)
113
 would you like me to book 2 adult and 1 child ickets for light
123 Riga to London, for the 7th of March deparing at 08:20
and 2 adult and 1 child ickets for light 321 Paris to Riga for
the 22nd of March deparing at 17:15?
Customer: Yes, please. Can you make sure that the seats are next
to each other?
Travel Agent: Certainly. I managed to reserve you the child-
friendly seats. Will you be travelling with a child’s buggy?
Customer: Yes, we will.
Travel Agent: I will enter on the booking form that you require
assistance. Do you have any special dietary requirements?
Customer: We will require vegetarian meals for the adults.
Travel Agent: I will enter that on the booking form. Can I have
the names of the travellers please?
Customer: Thank you. Here are our passports. What ime is the
Eurostar train to Paris?
Travel Agent: The Eurostar runs every two hours, the irst train I
can book you on is 7am.
Customer: 7am is too early. Is there a train at 11am?
Travel Agent: Yes, there is a train at 11am.
Customer: Can you book us on the 11am train please?
Travel Agent: Certainly, I will book you 2 adult and 1 child
single ickets. Would you like standard, standard premier or
business class?
Customer: Cheapest ones please.
Travel Agent: That will be standard class. That’s it, your booking
is conirmed for the enire trip. The total cost is 1100 Euro.
Would you like me to book hotels for you?
Customer: We don’t require hotels, thank you. Does this cost
include all airport taxes?
Travel Agent: Yes, the taxes and the booking fee are included in
the cost.
Customer: Here’s my credit card.
Travel Agent: Thank you. Please take your passports and the
travel documents. Enjoy your trip. If you have any quesions,
do not hesitate to contact me on this telephone number and
here is my email address.
112
Chapter 11. Travelling – Train, Coach
If you need to conirm that you are on the correct train or coach, use:
Does this train/coach go to …? or Does this train/coach stop at …?
Does this coach go to Paddington Staion?
Does this train stop at Bath?
If your train or coach has not arrived as expected it can be cancelled or
delayed.
Excuse me, the 18:05 to Bristol has not arrived. Has it been
cancelled or delayed?
Excuse me, it has been announced that the 12:35 has been
delayed. Can you tell me how long the delay will be?
When boarding a train or a coach and seeing someone siing next to a
free seat use: Is anyone siing here? , Is this seat free? or Do you mind
if I sit next to you?
If you are asked one of the above quesions, you may use the seat is
free/occupied or – as a response to the third quesion – Please, do/ I’m
sorry, this seat is occupied.
Excuse me, is anyone siing here?
No, the seat is free.
Excuse me, is this seat free?
I’m sorry, this seat is occupied.
Excuse me, do you mind if I sit next to you?
Please do.
U s e f u l Te r m i n o l o g y
Coach Staion (Central Bus Staion)
Plaform (on a train staion)
113
Terminal (on a coach staion) Chapter 12. Air Travel
Train Carriage
Train Compartment When in the airport and looking for a terminal you may use one of the
Waiing Room following:
Booking Oice
Booking Reference Excuse me, where is the Domesic / Internaional Flights
Timetable Terminal?
Free Luggage Allowance Can you direct me to Terminal One, please?
Luggage Hold Is there a shutle bus that goes between the terminals?
Request Stop Where is the bus stop?
Line Closure
When looking for check-in use Where is the Briish Airways check-in
D i a l o g u e : Tra v e l l i n g o n a Tra i n desk? Or Is there a self-check-in point?
Conductor: Tickets, please. When checking in for your light you may ask for a window or aisle seat,
Passenger: I did not have ime to buy one at the staion. a seat with extra leg room, seat at the front, middle or rear of the
Conductor: Where did you board the train? plane.
Passenger: Trowbridge.
Conductor: Where are you going to? Can I have a window seat at the rear of the plane, please?
Passenger: Southampton Central. Can I have a seat by the emergency exit with extra leg room,
Conductor: That will be 23 pounds for a single icket. This is not a please?
direct train and you will have to change at Westbury.
Passenger: Do you know how long will I have to wait at You may also ask for an upgrade, in which case use Can I upgrade,
Westbury? please? or How much will an upgrade cost?
Conductor: I’ll check that for you. The next train from Westbury
When checking in luggage you may ask Can I take … as hand luggage?
to Southampton is delayed by approximately 20 minutes. So,
you’ll have to wait for about 45 minutes. Can I take this paining as hand luggage?
Passenger: Is there a bufet service on this train?
Conductor: No, but the Southampton train will have a trolley If you are told that you have excess luggage you may ask Can I put some
service and there will be a cofee shop on Westbury staion. of the items into my hand luggage? , How much will the excess luggage
Passenger: Thank you. cost me? and Where do I pay for the excess luggage?

If you miss your light or the light has been cancelled you may ask an
airline agent to put you on the next available light.

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Terminal (on a coach staion) Chapter 12. Air Travel
Train Carriage
Train Compartment When in the airport and looking for a terminal you may use one of the
Waiing Room following:
Booking Oice
Booking Reference Excuse me, where is the Domesic / Internaional Flights
Timetable Terminal?
Free Luggage Allowance Can you direct me to Terminal One, please?
Luggage Hold Is there a shutle bus that goes between the terminals?
Request Stop Where is the bus stop?
Line Closure
When looking for check-in use Where is the Briish Airways check-in
D i a l o g u e : Tra v e l l i n g o n a Tra i n desk? Or Is there a self-check-in point?
Conductor: Tickets, please. When checking in for your light you may ask for a window or aisle seat,
Passenger: I did not have ime to buy one at the staion. a seat with extra leg room, seat at the front, middle or rear of the
Conductor: Where did you board the train? plane.
Passenger: Trowbridge.
Conductor: Where are you going to? Can I have a window seat at the rear of the plane, please?
Passenger: Southampton Central. Can I have a seat by the emergency exit with extra leg room,
Conductor: That will be 23 pounds for a single icket. This is not a please?
direct train and you will have to change at Westbury.
Passenger: Do you know how long will I have to wait at You may also ask for an upgrade, in which case use Can I upgrade,
Westbury? please? or How much will an upgrade cost?
Conductor: I’ll check that for you. The next train from Westbury
When checking in luggage you may ask Can I take … as hand luggage?
to Southampton is delayed by approximately 20 minutes. So,
you’ll have to wait for about 45 minutes. Can I take this paining as hand luggage?
Passenger: Is there a bufet service on this train?
Conductor: No, but the Southampton train will have a trolley If you are told that you have excess luggage you may ask Can I put some
service and there will be a cofee shop on Westbury staion. of the items into my hand luggage? , How much will the excess luggage
Passenger: Thank you. cost me? and Where do I pay for the excess luggage?

If you miss your light or the light has been cancelled you may ask an
airline agent to put you on the next available light.

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U s e f u l Te r m i n o l o g y – A i r p o r t Airport Faciliies and Services
Airport Security
Flights
Passport Control
Domesic lights
Internet Access
Internaional lights
Departures Lounge
Connecing light
Arrivals Lounge
Charter light
Traveller Lounge
Direct light
Execuive Lounge
Muli-stop (muli-leg) light
Baby Change
Flight number
Bureaux De Change
Passenger Cash Machine
Economy Class, First Class, Business Class Duty Free Shopping
Transit (transfer) passenger Lost Property
Requiring special assistance Prayer Room
Meeing Points
Informaion
Smoking Area
Help Desk
Informaion Board
Dialogue: Airport, Check-in Desk
Departures Board
Flight informaion Airline Agent: Good Aternoon! Where are you lying to?
Traveller: We are lying to Vienna and catching a connecing
Luggage light to Budapest. Here are the booking details.
Luggage allowance Airline Agent: May I have your passports, please?
Hand (carry-on) luggage Traveller: Here they are.
Checked luggage Airline Agent: Do you have any luggage to check in?
Baggage Drop Traveller: Yes, we have 2 suitcases.
Air-cabin trolley Airline Agent: Do you have any hand luggage?
Traveller: Yes, we have a laptop carrier bag, a hand bag and a
Suitcase
rucksack.
Laptop Carrier Bag Airline Agent: Can you place all your bags on the scales, please.
Baggage screening Traveller: Do you have to weigh the hand luggage as well?
Baggage tag Airline Agent: Yes, we do. You have 10 kilograms excess luggage.
Baggage reclaim, carousel Traveller: We have our coats packed in the suitcase. We’ll take
Baggage trolley them out.
Baggage storage Airline Agent: That’s ine. Your excess luggage is now 5
kilograms.
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U s e f u l Te r m i n o l o g y – A i r p o r t Airport Faciliies and Services
Airport Security
Flights
Passport Control
Domesic lights
Internet Access
Internaional lights
Departures Lounge
Connecing light
Arrivals Lounge
Charter light
Traveller Lounge
Direct light
Execuive Lounge
Muli-stop (muli-leg) light
Baby Change
Flight number
Bureaux De Change
Passenger Cash Machine
Economy Class, First Class, Business Class Duty Free Shopping
Transit (transfer) passenger Lost Property
Requiring special assistance Prayer Room
Meeing Points
Informaion
Smoking Area
Help Desk
Informaion Board
Dialogue: Airport, Check-in Desk
Departures Board
Flight informaion Airline Agent: Good Aternoon! Where are you lying to?
Traveller: We are lying to Vienna and catching a connecing
Luggage light to Budapest. Here are the booking details.
Luggage allowance Airline Agent: May I have your passports, please?
Hand (carry-on) luggage Traveller: Here they are.
Checked luggage Airline Agent: Do you have any luggage to check in?
Baggage Drop Traveller: Yes, we have 2 suitcases.
Air-cabin trolley Airline Agent: Do you have any hand luggage?
Traveller: Yes, we have a laptop carrier bag, a hand bag and a
Suitcase
rucksack.
Laptop Carrier Bag Airline Agent: Can you place all your bags on the scales, please.
Baggage screening Traveller: Do you have to weigh the hand luggage as well?
Baggage tag Airline Agent: Yes, we do. You have 10 kilograms excess luggage.
Baggage reclaim, carousel Traveller: We have our coats packed in the suitcase. We’ll take
Baggage trolley them out.
Baggage storage Airline Agent: That’s ine. Your excess luggage is now 5
kilograms.
116 117
 Traveller: How much will that cost?
Airline Agent: 25 dollars. Please pay at the stand over there and
then come back to me.
Traveller: I’ve paid the excess baggage charge. Here’s the receipt.
Airline Agent: Thank you. On the Vienna light I can seat you
together either at the front or the rear of the plane.
Traveller: Can we sit where there is extra leg room, please?
Airline Agent: I can ofer you seats by the emergency exit where
there is extra leg room.
Traveller: We’ll take them, thank you. Is there any chance you
can book the same seats on the Vienna to Budapest light?
Airline Agent: Yes, I can. Here are your boarding passes for
the light to Vienna and the boarding passes for your next
light Vienna-Budapest. Your light to Vienna leaves from
Gate 5 and boarding starts at 9:55. The gate will close at
10:25, please make sure you are not late. When you arrive in
Vienna, please conirm the details of your next light from the
Departures Board.
Traveller: In Vienna will we have to collect our luggage or will it
go straight through to Budapest?
Airline Agent: The luggage will go straight through to Budapest.
Traveller: Thank you!
On a Plane
When you get on the plane and your seat is already occupied, use I’m
sorry, I think you’re siing in my seat.
If you wish to swap seats on the plane, use is there any chance we could
swap seats?
Excuse me, is there any chance we could swap seats so that I
can sit next to my son?
If you need help from stewardess with swapping seats, use Could you
help us to swap seats so that we can sit together?
Excuse me, could you help us to swap seats so that we can sit
together? My daughter is too young to be siing on her own.
If you need help with inding a place for your hand luggage, use Where
can I put this?
Excuse me, the overhead storage is full, where can I put this?
Excuse me, this guitar will not it in the overhead storage, where
can I put this?

Dialogue: Missed Connecting Flight If you need assistance from the stewardess, use Can you help me,
please?
Traveller: Excuse me, is this the gate for light 123 to Budapest?
Airline Agent: I’m sorry, but the light 123 to Budapest has Can you help me, please? Can I have another glass of wine?
already let.
Traveller: I’m late because my light to Vienna was delayed. These are some of the items you may wish to request on a plane:
What can I do?
Airline Agent: If you go the Austrian Airlines check-in desk they Blanket Ear plugs Drink
will put you on the next available light. Pillow Earphones Child Safety Harness
Traveller: Do you know when the next light to Budapest is? Eye mask Duty Free Sick Bag
Airline Agent: The next light to Budapest is at 15:30.
Traveller: Where is the Austrian Airlines check-in desk, please?
Dialogue: On a Plane
Airline Agent: At the end of this hall to the right. You’ll see the
signs. Passenger: Excuse me, can I have a pillow please?
Traveller: Thanks for your help. Stewardess: Certainly, Sir.
118 119
 Traveller: How much will that cost?
Airline Agent: 25 dollars. Please pay at the stand over there and
then come back to me.
Traveller: I’ve paid the excess baggage charge. Here’s the receipt.
Airline Agent: Thank you. On the Vienna light I can seat you
together either at the front or the rear of the plane.
Traveller: Can we sit where there is extra leg room, please?
Airline Agent: I can ofer you seats by the emergency exit where
there is extra leg room.
Traveller: We’ll take them, thank you. Is there any chance you
can book the same seats on the Vienna to Budapest light?
Airline Agent: Yes, I can. Here are your boarding passes for
the light to Vienna and the boarding passes for your next
light Vienna-Budapest. Your light to Vienna leaves from
Gate 5 and boarding starts at 9:55. The gate will close at
10:25, please make sure you are not late. When you arrive in
Vienna, please conirm the details of your next light from the
Departures Board.
Traveller: In Vienna will we have to collect our luggage or will it
go straight through to Budapest?
Airline Agent: The luggage will go straight through to Budapest.
Traveller: Thank you!
On a Plane
When you get on the plane and your seat is already occupied, use I’m
sorry, I think you’re siing in my seat.
If you wish to swap seats on the plane, use is there any chance we could
swap seats?
Excuse me, is there any chance we could swap seats so that I
can sit next to my son?
If you need help from stewardess with swapping seats, use Could you
help us to swap seats so that we can sit together?
Excuse me, could you help us to swap seats so that we can sit
together? My daughter is too young to be siing on her own.
If you need help with inding a place for your hand luggage, use Where
can I put this?
Excuse me, the overhead storage is full, where can I put this?
Excuse me, this guitar will not it in the overhead storage, where
can I put this?

Dialogue: Missed Connecting Flight If you need assistance from the stewardess, use Can you help me,
please?
Traveller: Excuse me, is this the gate for light 123 to Budapest?
Airline Agent: I’m sorry, but the light 123 to Budapest has Can you help me, please? Can I have another glass of wine?
already let.
Traveller: I’m late because my light to Vienna was delayed. These are some of the items you may wish to request on a plane:
What can I do?
Airline Agent: If you go the Austrian Airlines check-in desk they Blanket Ear plugs Drink
will put you on the next available light. Pillow Earphones Child Safety Harness
Traveller: Do you know when the next light to Budapest is? Eye mask Duty Free Sick Bag
Airline Agent: The next light to Budapest is at 15:30.
Traveller: Where is the Austrian Airlines check-in desk, please?
Dialogue: On a Plane
Airline Agent: At the end of this hall to the right. You’ll see the
signs. Passenger: Excuse me, can I have a pillow please?
Traveller: Thanks for your help. Stewardess: Certainly, Sir.
118 119
 Passenger: Thank you. Oh, my TV doesn’t seem to be working.
Stewardess: The TV control is in the armrest on the right. If you
press this buton, it will turn on the TV.
Passenger: Yes, it’s working now. But I can’t hear it.
Stewardess: These butons are volume up and volume down.
If you try to turn it up, we’ll see if your headphones are
working.
Passenger: Nope, I sill can’t hear it.
Stewardess: Try these other headphones.
Passenger: Yes, I can hear it now, thank you. What ime will we
get lunch?
Stewardess: We’ll start serving in about 40 minutes, Sir.
Passenger: Oh, is there a chance of me having a drink before
lunch? I’m really very thirsty.
Stewardess: Certainly, what would you like?
Passenger: Can I have a coke please?
Stewardess: One minute, Sir.
Passenger: Thank you!
number and we will deliver your luggage to your address in
the UK.
Passenger: When will it arrive, because I’m only staying in
London for one night? The next day I am travelling to
Scotland.
Airport Staf: We will do our best to deliver it tonight to your
London address. If you need to contact the Lost Luggage
service, here is the Reference Number of your claim and
this is our telephone number. I am very sorry about the
inconvenience.
Passenger: Hopefully it will arrive tonight. Thank you for your
assistance.

Dialogue: Lost Luggage

Passenger: Excuse me, I cannot ind my luggage. I’ve been at the

baggage reclaim for over an hour and my bag has not come
out yet.
Airport Staf: What’s your light number?
Passenger: I lew from Kiev via Munich to Heathrow. The Kiev to
Munich light number is UA121 and the Munich to Heathrow
light number is BA075.
Airport Staf: Thank you. Can I have you luggage receipt please?
It’ll be on your boarding pass or on your passport.
Passenger: Is this it?
Airport Staf: Yes, It is. Let me scan it and see what I can ind out.
Passenger: Thanks.
Airport Staf: According to the computer your luggage is sill in
Munich. It’s being put on the next light. Can you please ill
in this form with your name, address and telephone contact
120 121
 Passenger: Thank you. Oh, my TV doesn’t seem to be working.
Stewardess: The TV control is in the armrest on the right. If you
press this buton, it will turn on the TV.
Passenger: Yes, it’s working now. But I can’t hear it.
Stewardess: These butons are volume up and volume down.
If you try to turn it up, we’ll see if your headphones are
working.
Passenger: Nope, I sill can’t hear it.
Stewardess: Try these other headphones.
Passenger: Yes, I can hear it now, thank you. What ime will we
get lunch?
Stewardess: We’ll start serving in about 40 minutes, Sir.
Passenger: Oh, is there a chance of me having a drink before
lunch? I’m really very thirsty.
Stewardess: Certainly, what would you like?
Passenger: Can I have a coke please?
Stewardess: One minute, Sir.
Passenger: Thank you!
number and we will deliver your luggage to your address in
the UK.
Passenger: When will it arrive, because I’m only staying in
London for one night? The next day I am travelling to
Scotland.
Airport Staf: We will do our best to deliver it tonight to your
London address. If you need to contact the Lost Luggage
service, here is the Reference Number of your claim and
this is our telephone number. I am very sorry about the
inconvenience.
Passenger: Hopefully it will arrive tonight. Thank you for your
assistance.

Dialogue: Lost Luggage

Passenger: Excuse me, I cannot ind my luggage. I’ve been at the

baggage reclaim for over an hour and my bag has not come
out yet.
Airport Staf: What’s your light number?
Passenger: I lew from Kiev via Munich to Heathrow. The Kiev to
Munich light number is UA121 and the Munich to Heathrow
light number is BA075.
Airport Staf: Thank you. Can I have you luggage receipt please?
It’ll be on your boarding pass or on your passport.
Passenger: Is this it?
Airport Staf: Yes, It is. Let me scan it and see what I can ind out.
Passenger: Thanks.
Airport Staf: According to the computer your luggage is sill in
Munich. It’s being put on the next light. Can you please ill
in this form with your name, address and telephone contact
120 121
Chapter 13. Border Control and Customs
Border Control can be also called Immigraion Control.
These are the quesions that you can expect to be asked at the Border
Control when entering a foreign country:
Can I have your passport, please?
Where are you coming from?
What is the purpose of your visit?
Have you been to this country before?
How long are you planning to stay?
Where will you be staying?
When asked about the purpose of your visit, use one of the following:
I’m here as a tourist.
I’m here on business.
I’m here to atend a conference.
I’m on a student exchange program.
I’m visiing friends and family.
I’m atending a wedding/ funeral.
I’m here to work for … company.
Dialogue: Border Control
Immigraion Oicer: Passport, please. Where are you coming
from?
Traveller: Hong Kong.
Immigraion Oicer: What is the purpose of your visit?
Traveller: I’m visiing my family in Birmingham.
Immigraion Oicer: Have you ever been to the United Kingdom
before?
Traveller: Yes, twice.
Immigraion Oicer: When was your last visit?
Traveller: About two years ago.
122
Immigraion Oicer: Where will you be staying?
Traveller: The Leopold Hotel, Main Square, Birmingham.
Immigraion Oicer: How long are you planning to stay?
Traveller: Four weeks.
Immigraion Oicer: Where will you be staying?
Traveller: The Leopold Hotel, Main Square, Birmingham.
Immigraion Oicer: How are you going to support yourself
during your stay?
Traveller: My hotel and return icket are already paid for and I
have 2 thousand pounds in cash spending money. I also have
my credit card.
Immigraion Oicer: Are you intending to work or look for work
during your stay?
Traveller: No.
Immigraion Oicer: Are you married or single?
Traveller: I’m married.
Immigraion Oicer: Where is husband/wife?
Traveller: He is Hong Kong.
Immigraion Oicer: Can I see your return icket, please?
Traveller: Here it is.
Immigraion Oicer: Thank you, enjoy your visit.
Traveller: Thanks.
Customs
When crossing the border you have to go through Customs, where you
will be asked: Do you have anything to declare?
If you have items to declare, use Yes, I have …
Dialogue: At Customs
Customs Oicer: Do you have anything to declare?
Traveller: Yes, I have excess cigaretes and alcohol.
Customs Oicer: Can you show me the items, please?
Traveller: Here you are.
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Chapter 13. Border Control and Customs
Border Control can be also called Immigraion Control.
These are the quesions that you can expect to be asked at the Border
Control when entering a foreign country:
Can I have your passport, please?
Where are you coming from?
What is the purpose of your visit?
Have you been to this country before?
How long are you planning to stay?
Where will you be staying?
When asked about the purpose of your visit, use one of the following:
I’m here as a tourist.
I’m here on business.
I’m here to atend a conference.
I’m on a student exchange program.
I’m visiing friends and family.
I’m atending a wedding/ funeral.
I’m here to work for … company.
Dialogue: Border Control
Immigraion Oicer: Passport, please. Where are you coming
from?
Traveller: Hong Kong.
Immigraion Oicer: What is the purpose of your visit?
Traveller: I’m visiing my family in Birmingham.
Immigraion Oicer: Have you ever been to the United Kingdom
before?
Traveller: Yes, twice.
Immigraion Oicer: When was your last visit?
Traveller: About two years ago.
122
Immigraion Oicer: Where will you be staying?
Traveller: The Leopold Hotel, Main Square, Birmingham.
Immigraion Oicer: How long are you planning to stay?
Traveller: Four weeks.
Immigraion Oicer: Where will you be staying?
Traveller: The Leopold Hotel, Main Square, Birmingham.
Immigraion Oicer: How are you going to support yourself
during your stay?
Traveller: My hotel and return icket are already paid for and I
have 2 thousand pounds in cash spending money. I also have
my credit card.
Immigraion Oicer: Are you intending to work or look for work
during your stay?
Traveller: No.
Immigraion Oicer: Are you married or single?
Traveller: I’m married.
Immigraion Oicer: Where is husband/wife?
Traveller: He is Hong Kong.
Immigraion Oicer: Can I see your return icket, please?
Traveller: Here it is.
Immigraion Oicer: Thank you, enjoy your visit.
Traveller: Thanks.
Customs
When crossing the border you have to go through Customs, where you
will be asked: Do you have anything to declare?
If you have items to declare, use Yes, I have …
Dialogue: At Customs
Customs Oicer: Do you have anything to declare?
Traveller: Yes, I have excess cigaretes and alcohol.
Customs Oicer: Can you show me the items, please?
Traveller: Here you are.
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Customs Oicer: You will have to pay duty on these items. You Chapter 14. Car Rental
have 400 cigaretes more than you are allowed tax-free.
The alcohol is ine. The cost for the cigarete duty will be 23 Hiring a Car
pounds. When hiring a car over a phone or face-to-face use I’d like to rent a car
Traveller: Can I pay with my credit card, please? for …
Customs Oicer: Yes, that’s ine. Do you have anything else to
declare? Hi, I’d like to rent a car for two persons plus luggage for two
weeks staring from today please.
Traveller: No.
Customs Oicer: Put your suitcase on the desk, please. I will
These are some of the special requirements you may consider:
check it.
Traveller: OK. Automaic or manual car;
Customs Oicer: There is a pack of cold meat in your suitcase. All Petrol, diesel, hybrid or electric car;
raw meat products are banned items and cannot be brought Car type: saloon, hatchback, estate, people carrier, 4x4 (four by
into the country. I will seize and dispose of this. four), luxury etc.;
Traveller: I didn’t realise that. Can I eat it now? Mileage – limited or unlimited;
Navigaion system;
Customs Oicer: Yes.
Child seat;
Traveller: Thank you.
Mobile Wi-Fi;
Addiional Driver;
Snow tyres, show chains, ski racks.

Dialogue: Hiring a Car

Customer: Hi, I’d like to rent a car for three persons plus luggage
for ten days staring from tomorrow please.
Company Representaive: What type of car would you like?
Customer: A four-door, with plenty of boot space, preferably an
estate.
Company Representaive: We’ve got a BMW estate available,
which is automaic.
Customer: Is it petrol or diesel?
Company Representaive: It’s a 6-speed automaic diesel.
Customer: How much will that be for 10 days?
Company Representaive: It will be 320 pounds for 10 days; that
includes insurance.

124 125
Customs Oicer: You will have to pay duty on these items. You Chapter 14. Car Rental
have 400 cigaretes more than you are allowed tax-free.
The alcohol is ine. The cost for the cigarete duty will be 23 Hiring a Car
pounds. When hiring a car over a phone or face-to-face use I’d like to rent a car
Traveller: Can I pay with my credit card, please? for …
Customs Oicer: Yes, that’s ine. Do you have anything else to
declare? Hi, I’d like to rent a car for two persons plus luggage for two
weeks staring from today please.
Traveller: No.
Customs Oicer: Put your suitcase on the desk, please. I will
These are some of the special requirements you may consider:
check it.
Traveller: OK. Automaic or manual car;
Customs Oicer: There is a pack of cold meat in your suitcase. All Petrol, diesel, hybrid or electric car;
raw meat products are banned items and cannot be brought Car type: saloon, hatchback, estate, people carrier, 4x4 (four by
into the country. I will seize and dispose of this. four), luxury etc.;
Traveller: I didn’t realise that. Can I eat it now? Mileage – limited or unlimited;
Navigaion system;
Customs Oicer: Yes.
Child seat;
Traveller: Thank you.
Mobile Wi-Fi;
Addiional Driver;
Snow tyres, show chains, ski racks.

Dialogue: Hiring a Car

Customer: Hi, I’d like to rent a car for three persons plus luggage
for ten days staring from tomorrow please.
Company Representaive: What type of car would you like?
Customer: A four-door, with plenty of boot space, preferably an
estate.
Company Representaive: We’ve got a BMW estate available,
which is automaic.
Customer: Is it petrol or diesel?
Company Representaive: It’s a 6-speed automaic diesel.
Customer: How much will that be for 10 days?
Company Representaive: It will be 320 pounds for 10 days; that
includes insurance.

124 125
 Customer: That sounds ine.
Company Representaive: How many drivers will there be?
Customer: Just one.
Company Representaive: So, that’s no addiional drivers. Do
you require any extras like GPS or child seats?
Customer: No, thank you. We will require snow tyres and chains.
Company Representaive: That will be another 60 pounds
making it 380 pounds in total.
Customer: I forgot to ask – is it unlimited mileage?
Company Representaive: No, you are limited to 100 kilometres
a day. So, you’ll have a 1000 kilometres for 10 days.
Customer: That should be enough.
Company Representaive: When do you want to collect the car?
Customer: 10 o’clock tomorrow morning please.
Company Representaive: Please remember to bring your
passport and full driving licence with you.
Customer: Will do. Where are you located?
Company Representaive: We are in the airport, by Terminal 1.
You will see the signs.
Customer: Thank you very much. I’ll see you in the morning.
Collecting a Hire Car
When collecing the hire car use I booked a hire car for collecion today
at ...
Hi, I phoned yesterday and booked a hire car for collecion
today at 10 am.
When collecing a hire car these are some of the phrases you may
consider:
Collision damage waiver;
Where is the iller cap?
There are scratches (dents) on the bodywork;
The car interior is dirty;
The windscreen is damaged;
126
Extras are missing;
Show me that this damage is recorded;
Is the fuel tank full or empty?
Dialogue: Collecting a Hire Car
Customer: Hi, I booked a BMW estate for collecion today at 10
am.
Company Representaive: Hi, can I have your passport and
driving licence please? Can I take your credit card details
please? Please note, that a deposit of 200 pound will be taken
of your credit card as of today. It will be refunded when the
car is returned.
Customer: How long will it take you to return the refund?
Company Representaive: It is done immediately on the return
date if there is no damage or fuel charges.
Customer: I forgot to arrange the collision damage waiver. Can
you add that to my bill, please?
Company Representaive: Certainly, Sir. Your car is on the third
loor secion B where our representaive will show you the
vehicle. Enjoy your trip.
Customer: Thank you!
…
Company Representaive: Good morning! Can I have your rental
agreement, please?
Customer: There you are.
Company Representaive: This is your car, Sir. A white BMW
estate with an automaic gearbox. Here are the keys.
Customer: How do I refuel it?
Company Representaive: The iller cap is on the right rear
panel. The buton to open the panel is on the right hand side
of the driver’s seat.
Customer: Thank you. I can see a scratch on the rear passenger
door. Is that recorded?
Company Representaive: Yes, there are a few minor scratches.
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 Customer: That sounds ine.
Company Representaive: How many drivers will there be?
Customer: Just one.
Company Representaive: So, that’s no addiional drivers. Do
you require any extras like GPS or child seats?
Customer: No, thank you. We will require snow tyres and chains.
Company Representaive: That will be another 60 pounds
making it 380 pounds in total.
Customer: I forgot to ask – is it unlimited mileage?
Company Representaive: No, you are limited to 100 kilometres
a day. So, you’ll have a 1000 kilometres for 10 days.
Customer: That should be enough.
Company Representaive: When do you want to collect the car?
Customer: 10 o’clock tomorrow morning please.
Company Representaive: Please remember to bring your
passport and full driving licence with you.
Customer: Will do. Where are you located?
Company Representaive: We are in the airport, by Terminal 1.
You will see the signs.
Customer: Thank you very much. I’ll see you in the morning.
Collecting a Hire Car
When collecing the hire car use I booked a hire car for collecion today
at ...
Hi, I phoned yesterday and booked a hire car for collecion
today at 10 am.
When collecing a hire car these are some of the phrases you may
consider:
Collision damage waiver;
Where is the iller cap?
There are scratches (dents) on the bodywork;
The car interior is dirty;
The windscreen is damaged;
126
Extras are missing;
Show me that this damage is recorded;
Is the fuel tank full or empty?
Dialogue: Collecting a Hire Car
Customer: Hi, I booked a BMW estate for collecion today at 10
am.
Company Representaive: Hi, can I have your passport and
driving licence please? Can I take your credit card details
please? Please note, that a deposit of 200 pound will be taken
of your credit card as of today. It will be refunded when the
car is returned.
Customer: How long will it take you to return the refund?
Company Representaive: It is done immediately on the return
date if there is no damage or fuel charges.
Customer: I forgot to arrange the collision damage waiver. Can
you add that to my bill, please?
Company Representaive: Certainly, Sir. Your car is on the third
loor secion B where our representaive will show you the
vehicle. Enjoy your trip.
Customer: Thank you!
…
Company Representaive: Good morning! Can I have your rental
agreement, please?
Customer: There you are.
Company Representaive: This is your car, Sir. A white BMW
estate with an automaic gearbox. Here are the keys.
Customer: How do I refuel it?
Company Representaive: The iller cap is on the right rear
panel. The buton to open the panel is on the right hand side
of the driver’s seat.
Customer: Thank you. I can see a scratch on the rear passenger
door. Is that recorded?
Company Representaive: Yes, there are a few minor scratches.
127
 We’ll examine the car together and make sure that any
damage found is recorded.
Customer: There is a litle dent here on the boot.
Company Representaive: Yes, that is also recorded in the
damage report here.
Customer: Thank you. Can you show me how to work the
navigaion system, please?
Company Representaive: Yes, if you sit in the passenger seat I
will give you a demonstraion.
Customer: Thank you. I asked for snow tyres and chains. Have
they been done?
Company Representaive: Yes, the snow tyres are ited and the
chains are in the boot, please have a look.
Customer: Is the fuel tank full or empty?
Company Representaive: The fuel tank is full and should be
returned full. If you do not return it full, we will refuel it and
charge you at our rate.
Customer: Thank you very much. I will see you in 10 days/
Company Representaive: Have you got all the contact details in
case of breakdown or accident?
Customer: Oh no, I let them on the counter. I’ll be back shortly.
Company Representaive: Have a nice trip.
Returning a Hire Car
When you walk into the car hire return oice use I am returning this car.
Hello, I am returning this car. I parked it around the corner.
These are some of the phrases you may consider when returning a hire
car:
The fuel tank is empty (full);
There is a new scratch (dent) on the bodywork;
Have you got a rubbish bin?
I had a problem with the car …
128
Dialogue: Returning a Hire Car
Customer: Hi, I am returning this car.
Company Representaive: Yeah, I will come out with you and ill
in the return form.
Customer: Thank you.
….
Company Representaive: Have you had any problems with the
car?
Customer: Yes, the speedometer is not working properly. And
unfortunately, there is a new scratch on the front driver’s
wing.
Company Representaive: I’ll have a look at the scratch now. OK,
I have recorded it.
Customer: Will I be charged for the scratch?
Company Representaive: There will be a charge. The damage
will be assessed and our oice will inform you.
Customer: If there is an addiional charge, will I be charged
automaically?
Company Representaive: Yes, we will debit your credit card and
send you the invoice.
Customer: How long will that take?
Company Representaive: It will be done today.
Customer: Can you please conirm that the fuel tank is full.
Company Representaive: Yes, it is full and I have recorded it.
Customer: We’ve removed our rubbish. Have you got a rubbish
bin to put it in, please?
Company Representaive: Just leave it there and I will deal
with it.
Customer: Thank you. Good bye.
Company Representaive: Bye
129
 We’ll examine the car together and make sure that any
damage found is recorded.
Customer: There is a litle dent here on the boot.
Company Representaive: Yes, that is also recorded in the
damage report here.
Customer: Thank you. Can you show me how to work the
navigaion system, please?
Company Representaive: Yes, if you sit in the passenger seat I
will give you a demonstraion.
Customer: Thank you. I asked for snow tyres and chains. Have
they been done?
Company Representaive: Yes, the snow tyres are ited and the
chains are in the boot, please have a look.
Customer: Is the fuel tank full or empty?
Company Representaive: The fuel tank is full and should be
returned full. If you do not return it full, we will refuel it and
charge you at our rate.
Customer: Thank you very much. I will see you in 10 days/
Company Representaive: Have you got all the contact details in
case of breakdown or accident?
Customer: Oh no, I let them on the counter. I’ll be back shortly.
Company Representaive: Have a nice trip.
Returning a Hire Car
When you walk into the car hire return oice use I am returning this car.
Hello, I am returning this car. I parked it around the corner.
These are some of the phrases you may consider when returning a hire
car:
The fuel tank is empty (full);
There is a new scratch (dent) on the bodywork;
Have you got a rubbish bin?
I had a problem with the car …
128
Dialogue: Returning a Hire Car
Customer: Hi, I am returning this car.
Company Representaive: Yeah, I will come out with you and ill
in the return form.
Customer: Thank you.
….
Company Representaive: Have you had any problems with the
car?
Customer: Yes, the speedometer is not working properly. And
unfortunately, there is a new scratch on the front driver’s
wing.
Company Representaive: I’ll have a look at the scratch now. OK,
I have recorded it.
Customer: Will I be charged for the scratch?
Company Representaive: There will be a charge. The damage
will be assessed and our oice will inform you.
Customer: If there is an addiional charge, will I be charged
automaically?
Company Representaive: Yes, we will debit your credit card and
send you the invoice.
Customer: How long will that take?
Company Representaive: It will be done today.
Customer: Can you please conirm that the fuel tank is full.
Company Representaive: Yes, it is full and I have recorded it.
Customer: We’ve removed our rubbish. Have you got a rubbish
bin to put it in, please?
Company Representaive: Just leave it there and I will deal
with it.
Customer: Thank you. Good bye.
Company Representaive: Bye
129
Chapter 15. Social Events
A formal event – be it a party or a wedding – requires a formal invitaion.
A formal invitaion leter would usually end with the abbreviaion RSVP,
which means “request for responses”, from French ‘répondez s’il vous
plaît’.
If you receive a formal writen invitaion, you have to respond in wriing,
conirming your atendance or non-atendance.
Invitaions to less formal events are made via emails, phone calls and
social network.
A Party
If you are a party host calling or wriing to your future guests, your
invitaion should give them the following informaion: date, ime and
locaion of the event, your contact informaion, is it a themed party or
is there a dress code, can your guests bring other guests with them and
whether your guests are expected to contribute to the party (i.e. you ask
them to bring drinks).
When inviing someone in a face-to-face conversaion or over the phone,
start your conversaion with a ‘small talk’ chat, then let them know
about your party. Make sure that the person you are talking to does not
feel obliged to say ‘yes’.
Party Host: Hi, Margaret, how are you?
Guest: Hi, Kelly, not too bad, and you?
Party Host: I’m ine. Both Jason and I are looking forward to
geing away for a couple of weeks.
Guest: Where are you going to?
Party Host: Tunisia.
Guest: Lovely!
Party Host: Oh, on our return we are having a beach party on the
Sandy Beach. That will be on Saturday, October 17, staring at
11 am. We’ll play some beach games followed by a barbeque
with lots of beer. It will be fun! We‘d really love you to come.
130
Guest: Wow, sounds great! Can I bring my boyfriend with me?
Party Host: Sure, the dress code is Hawaiian.
Guest: Do you want us to bring anything with us?
Party Host: Just yourselves and some beer. We’re doing the food.
If you talk to someone and they invite you to a party, if you accept the
invitaion use Great. I’ll be there or Thanks, I’m looking forward to it.
If you do not accept the invitaion use Sorry, I can’t make it, or I’d really
like to come to your party, but unfortunately I can’t. If you cannot
atend due to a paricular reason, explain that to the host: I’m sorry, I’m
going out for a meal that night.
If you are not sure about atending use Can I get back to you on that? Or
I’m not sure if I can make it. When do you need to have an answer by?
If it is a birthday or anniversary party, on your arrival say to the host
Happy Birthday or Happy Anniversary. It is customary to give a git at
that type of event.
During the party use the usual ‘small talk’ introducing yourself if needed.
When leaving the party you should thank the hosts and say how much
you enjoyed it. Examples:
Thanks for a great party!
I really enjoyed tonight.
The food was wonderful.
Thanks for inviing me.
Can’t wait ill the next one.
Wedding
A wedding tradiionally consists of three parts: a wedding ceremony
(where the marriage is conducted), a recepion (meal and speeches) and
an evening funcion (party).
A wedding invitaion would clearly state which part of the wedding the
person is invited to.
131
Chapter 15. Social Events
A formal event – be it a party or a wedding – requires a formal invitaion.
A formal invitaion leter would usually end with the abbreviaion RSVP,
which means “request for responses”, from French ‘répondez s’il vous
plaît’.
If you receive a formal writen invitaion, you have to respond in wriing,
conirming your atendance or non-atendance.
Invitaions to less formal events are made via emails, phone calls and
social network.
A Party
If you are a party host calling or wriing to your future guests, your
invitaion should give them the following informaion: date, ime and
locaion of the event, your contact informaion, is it a themed party or
is there a dress code, can your guests bring other guests with them and
whether your guests are expected to contribute to the party (i.e. you ask
them to bring drinks).
When inviing someone in a face-to-face conversaion or over the phone,
start your conversaion with a ‘small talk’ chat, then let them know
about your party. Make sure that the person you are talking to does not
feel obliged to say ‘yes’.
Party Host: Hi, Margaret, how are you?
Guest: Hi, Kelly, not too bad, and you?
Party Host: I’m ine. Both Jason and I are looking forward to
geing away for a couple of weeks.
Guest: Where are you going to?
Party Host: Tunisia.
Guest: Lovely!
Party Host: Oh, on our return we are having a beach party on the
Sandy Beach. That will be on Saturday, October 17, staring at
11 am. We’ll play some beach games followed by a barbeque
with lots of beer. It will be fun! We‘d really love you to come.
130
Guest: Wow, sounds great! Can I bring my boyfriend with me?
Party Host: Sure, the dress code is Hawaiian.
Guest: Do you want us to bring anything with us?
Party Host: Just yourselves and some beer. We’re doing the food.
If you talk to someone and they invite you to a party, if you accept the
invitaion use Great. I’ll be there or Thanks, I’m looking forward to it.
If you do not accept the invitaion use Sorry, I can’t make it, or I’d really
like to come to your party, but unfortunately I can’t. If you cannot
atend due to a paricular reason, explain that to the host: I’m sorry, I’m
going out for a meal that night.
If you are not sure about atending use Can I get back to you on that? Or
I’m not sure if I can make it. When do you need to have an answer by?
If it is a birthday or anniversary party, on your arrival say to the host
Happy Birthday or Happy Anniversary. It is customary to give a git at
that type of event.
During the party use the usual ‘small talk’ introducing yourself if needed.
When leaving the party you should thank the hosts and say how much
you enjoyed it. Examples:
Thanks for a great party!
I really enjoyed tonight.
The food was wonderful.
Thanks for inviing me.
Can’t wait ill the next one.
Wedding
A wedding tradiionally consists of three parts: a wedding ceremony
(where the marriage is conducted), a recepion (meal and speeches) and
an evening funcion (party).
A wedding invitaion would clearly state which part of the wedding the
person is invited to.
131
If you wish to informally invite someone to your wedding use we’re
geing married on … We’d like you to atend...
We’re geing married on Saturday, 17th October at St. John’s
Church. We’d like you to atend the ceremony and the evening
do, which starts at 7 o’clock in the New Inn.
If you talk to someone and they invite you to their wedding, if you accept
the invitaion use Thanks, I’d love to atend.
If you do not accept the invitaion use I’m sorry, I would really love to
atend, but unfortunately I cannot.
If you wish to send lowers use What address can I send lowers to?
What arriving to a funeral or a wake, express your condolences, use
Please accept my sincere condolences.
When leaving a funeral or a wake, if you know the person very well, you
can give them a hug and say I’m very sorry for your loss. If you need
anything, give me a shout.
If you are not well acquainted, use Again, please accept my sincere
condolences.

If you are not sure about atending use I am not sure at the moment. I
will let you know as soon as I can.

When congratulaing the newlyweds use Congratulaions on your

marriage; May you have a long and happy life together or I wish you
both the best.

When leaving a wedding event, if you see the bride and groom, use
Thank you very much. I’ve had a wonderful day.

Funeral
If you wish to invite someone to a funeral use I’m leing you know
that … passed away. The funeral is … The wake is … If you are able to
atend, can you let me know in advance.

I’m leing you know that my dad passed away on Tuesday. The
funeral is on Monday, 7th January, at 3pm in St Monica’s Church.
The wake is at 5pm in the King George Pub. If you are able to
atend, can you let me know in advance?

If you are invited to a funeral and you accept the invitaion use I’m sorry
to hear about your loss. I can assure you I will be there.

If you do not accept the invitaion use I’m sorry for your loss. I’m so
sorry, but I cannot atend.

132 133
If you wish to informally invite someone to your wedding use we’re
geing married on … We’d like you to atend...
We’re geing married on Saturday, 17th October at St. John’s
Church. We’d like you to atend the ceremony and the evening
do, which starts at 7 o’clock in the New Inn.
If you talk to someone and they invite you to their wedding, if you accept
the invitaion use Thanks, I’d love to atend.
If you do not accept the invitaion use I’m sorry, I would really love to
atend, but unfortunately I cannot.
If you wish to send lowers use What address can I send lowers to?
What arriving to a funeral or a wake, express your condolences, use
Please accept my sincere condolences.
When leaving a funeral or a wake, if you know the person very well, you
can give them a hug and say I’m very sorry for your loss. If you need
anything, give me a shout.
If you are not well acquainted, use Again, please accept my sincere
condolences.

If you are not sure about atending use I am not sure at the moment. I
will let you know as soon as I can.

When congratulaing the newlyweds use Congratulaions on your

marriage; May you have a long and happy life together or I wish you
both the best.

When leaving a wedding event, if you see the bride and groom, use
Thank you very much. I’ve had a wonderful day.

Funeral
If you wish to invite someone to a funeral use I’m leing you know
that … passed away. The funeral is … The wake is … If you are able to
atend, can you let me know in advance.

I’m leing you know that my dad passed away on Tuesday. The
funeral is on Monday, 7th January, at 3pm in St Monica’s Church.
The wake is at 5pm in the King George Pub. If you are able to
atend, can you let me know in advance?

If you are invited to a funeral and you accept the invitaion use I’m sorry
to hear about your loss. I can assure you I will be there.

If you do not accept the invitaion use I’m sorry for your loss. I’m so
sorry, but I cannot atend.

132 133
Donald Caldwell & Sve Brook
Pocket Guide
to Everyday Conversaional
English

Printed and Bound in Odessa by Oleg Karpenkov

Donald Caldwell & Sve Brook
Pocket Guide
to Everyday Conversaional
English

Printed and Bound in Odessa by Oleg Karpenkov