FUENTE: englishc lub.

com VOCABULARY FOR DIFFERENT TYPES OF JOBS (TECHNIC AL WORDS) Cashier Vocabulary Word action code adjustme nt age restricted items aisles associate bag verb bank card bar code bill break bulk cash cash advance cash re giste r change charge verb charge verb and noun checkout clerk coins company procedures competition counte rfe it Meaning a number cashiers type on the register to tell the computer to do something (Avoid item) a change (usually related to price change) products such as alcohol, tobacco, and restricted movies and videos which cannot be purchased by minors long narrow areas that a room is divided into another employee who works with you to place purchased items in a bag for the customer a card that allows customers to purchase an item using money from their bank account (also called debit card) a series of lines that a computer reads to determine the product and price the total amount owed by the customer (also called receipt) a short time for an employee to take a rest from work items that are purchased in large amounts (also refers to items where customer collects the amount desired from a large bin) paper or coin money that the customer gives for payment money given to an employee or customer that he will have to pay back later system used to key in purchases; also makes mathematical calculations and records payments the money you give back to a customer to request a certain payment (They charge fifty dollars an hour.) to pay (payment) with a credit card the place where customers go to pay for purchases person who serves customers; usually stands behind a desk small amounts of money; circular shape (also called change) the rules and practices outlined by the employer for the employees other businesses that offer similar products or services money that looks real but is actually fake

coupon consume r coupon currency customer customer service damaged; defective deactivate debit denomination departme nt store discount estimate float feed gift certificate; gift card gift receipt identification initials inquiry key in (put on) layaway log manual merchandise multiple item multitask NOF

a piece of paper that offers a set discount on a product or service the person who buys and uses the products and services a piece of paper that offers a set discount on a product or service type of money used in each count ry (eg. dollar, yen) the person who buys the product or service fulfilling the needs of the people who buy products or services does not work or does not look new remove security device to take money out (also refers to paying with a bank card) related to type of currency (eg. ones, tens, fifties ) a store that sells a wide variety of personal and household needs, such as groceries, furniture and clothing a price reduction guess the right amount the amount of money in a cash register or till before and after a person's shift to insert the end of a roll of paper into a slot a pre-paid card that a customer uses to pay for purchases a receipt that documents a purchase but does not include the price of the product photograph and official document that proves who a person is first letter of a person's first and last name a question to type a code into a cash register to put a product away for a customer who will come back to purchase it at a later time a record of sales information instruction booklet things that customers buy a product that a customer is buying more than one of (eg. five balls) do many things at once an error code that means a product price is not on file

on sale orie ntation peak time perk personal c heck price override POS system price tag produce promotion prompt se rvice punc h in/out rain c heck receipt reduce(d) refund registe r area registe r tape retailer ring in safe sale scan schedule security device serial numbe r shelves

costs less than usual a time for learning about the company and job the busy time of the day a little bonus that employees enjoy on top of their wage or salary (eg. restaurant employees get free lunch) a written document that allows a business to retrieve f unds from a customer's bank account change the automated price of a product or service Point of Sale system (cash register) the sticker or ticket that tells customers what a product costs fresh fruit and vegetables a special discount or offer to help customers quickly record the start and end time of your shift using a time clock system a ticket given to a customer that allows them to receive an out -of-stock item or attend a cancelled event at a later date a piece of paper that records the place, time, and price of items or services purchased price is less than usual get money back the place where a cashier stands and serves the customer the paper that goes into the cash register and provides a printed record of all transactions a store or business that sells products for the manufacturer type the product code or service item into the POS a secure cabinet where a large amount of money is locked up; requires a code or key to open a price reduction pass a product over a laser (scanner reads the bar code and transfers the data (price, product name) to the POS system) a table that identifies the weekly or monthly shifts for each employee a device attached to products that will set off an alarm if it is not removed by the cashier a number system used to identify products and services long rows of flat wood or metal used to hold products that are for sale in a store

shift report sign in/sign off supplies supplie r swipe tally tax exempt tender terminal till transaction UPC void wholesale workstation

a record of notes that must be handed in by a cashier at the end of a work shift indicate that one is starting or finishing things that are needed to do a job (eg. calculator, pens, paper) the company or business that provides a retailer or wholesaler with products to sell slide quickly across (eg. Sw ipe your credit card through the card reader, please.) add up a special case in which the customer does not have to pay taxes money a single computer or POS system the drawer that holds money in a cash register the sale and purchase of a product or service Universal Product Code: a number the identifies the product and the retailer cancel a transaction the sale of a large quantity of goods to a retail outlet the area where a cashier works

Cashier Vocabulary | Cashier Vocabulary Quiz Cashier Transactions | Cashier Customer Service Cashier Vocabulary Quiz 1

Another word for "money" is

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2 3

The drawer in a cash register is the POS stands for .

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When customers bring damaged products back to a store they usually get a .

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Clothing, books, and toys are examples of .

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card is another word for "bank card."

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A product that costs less today than it did yesterday is .

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Grocery stores are usually divided into many separate .

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Customers who want to pay for their products should go to the .

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10.

Cashiers must have friendly

skills.

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ful, and polite. Though your time with each customer is short, your role in their day is important. You could be the one to put a smile on their face andthe one who convinces them to come again another time. Customer Serv ice: Language Here are some expressions to practise and use on the job. Refer to cashier vocabulary for any words you don't know. Did you find everything you were looking for today? Has it warmed up/cooled down/dried up out there yet? (More small talk) Are you interested in taking part in our promotion? I apologize for the wait. I'm new at this job. Thank you for your patience. I'm going to have to call to get a price check. Do you need a hand out with your bags? Have a wonderful day. Thanks for shopping at... Please come again. See you again soon. Sample Custome r Service Encounte rs: Speaking Practice Find an English friend to practise with. Take turns being cashier and customer. Making a sale (upselling) Cashier: I see you've chosen some nice blouses from our fall line. Are you aware of our

promotion today? Customer: No, actually, I'm not. Cashier: All men's and lady's fall tops are on buy one get one free. Customer: Oh, that's great. Would you like to look around some more? There are some great men's dress shirts at the back of the store.

Cashier:

Customer: No thank you. I can't shop for my husband. He never likes what I pick out for him. Cashier: (laughs) So, just these two blouses today then? Customer: Yes, that's all for today.

Handling a complaint Cashier: How was your meal today? Well, the food was good as it always is. We were a bit disappointed in the service tonight, though. Oh, I'm sorry to hear that. Would you like to fill out a comment card? Or I could get a manager for you. That's okay. We know it's your peak time. We usually try to come a little earlier before the rush. Well, I'd like to make it up to you. I'm going to give you a discount today. I'll take your drinks and dessert off the bill.

Customer:

Cashier:

Customer:

Cashier:

Customer: Oh, that would be nice. Thank you. No, thank you. Your satisfaction is important to us. Here's a coupon for your next visit. Please come again.

Cashier:

Customer: Thank you. We will.

Customer Serv ice: Liste ning Practice Listen to the customer enquiries below that take place at a checkout area. Read the three possible cashier responses for each enquiry. Which is the correct response? Check your answers.

1. Cashier response:
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2. Cashier response:
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3. Cashier response:
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Listening Transcripts 1. "I've just spent an hour trying on a bunch of spring clothes. I picked out these three dresses, but I just realized I forgot my wallet at home. These are the last dresses in my size. Would you be able to put them on layaway for me?" 2. "There was no price on these shoes, and I couldn't find another pair that was the same. Would you be able to scan them for me? There was a sign that said fifty percent off." 3. "I was wondering if you could help me. I did a taste test in Aisle 3 and I tried these crackers that were really good. I'd like to purchase some, but I w asn't able to find them. They were called Snackaroos."

House keeping Vocabulary Rooms in a House | Furniture and Decor | Appliances | Cleaning Supplies Linen & Laundry | Describing Words | Action Words Rooms in a House Word attic Meaning storage room at the very top of the house

basement bathroom, washroom bedroom dining room

the lowest level of the house the room for bathing and using the toilet

the room where people sleep room with a table and chairs for eating; in some houses this room is only used on special occasions long narrow area that joins one room to another place for preparing food; sometimes has a table and chairs for eating informal meals place where family spends leisure time; often has a TV, also used for entertaining area in the front entranc e for hanging coats and placing shoes the largest bedroom in the house; used by parents

hallway kitchen

living room; family room lobby master bedroom nursery pantry patio

room for baby or young child room off the kitchen for keeping dry foods and storage items outdoor area in front or backyard; usually sits slightly off the ground; often made of wood room filled w ith toys; books and games; indoor area for kids to play often in basement; extra room for watching TV and playing games such as billiards or ping pong enclosed room with large windows; often used for relaxation, visiting, or reading

playroom rec room

sunroom

Furniture and Decor Word Meaning

bed

long frame with a mattress on top for sleeping; has blankets and pillows for comfort tall wooden piece used for holding boo ks

bookshelf, bookcase chair change table couch/sofa counte r

various types of furniture used for sitting on surface found in the nursery, used for changing a baby's diaper long comfortable piece for sitting on; found in common rooms surface in the kitchen; used for preparing food and holding small appliances storage area with doors; used for holding food, dishes, cleaning supplies, etc. piece used for doing work and holding papers, books, writing tools; usually found in an office piece of furniture for holding folded clothing

cupboards

desk

dresser, bureau

entertainment piece of furniture for holding television, stereo, and other electronic centre devices fireplace square opening on a wall to hold a fire and warm up the home; may be electric, gas, or wood spec ial glass placed on a wall or counter, used for view ing one's self decorations hung on walls or placed on surfaces; often framed

mirrors pictures, paintings shelves tub, bathtub

long surfaces for organizing and storing household items found in bathrooms, a large area where you lie dow n and wash your body long shelf-like surface beneath a window

window sills,

ledges

Appliances Word dishwasher Meaning electric appliance that washes dishes; can be "built -in" (under a sink) or "portable" (moved and attached to the sink when in use) electric appliance used to dry laundry electric appliance used for keeping food cold electric appliance used for keeping food frozen (very cold) located inside a drain; chops up bits of food int o small pieces to fit down the pipes electric appliance for cooking food quickly electric appliance for baking and heating food elements on top of an oven for heating, frying, and boiling food electric appliance for cleaning laundry

dryer fridge freezer garbage disposal microwave oven stove, range washing machine

Cleaning Supplies Word baking soda bleach Meaning white powder used for cleaning and removing odours liquid added in small amounts to water; has strong chemicals that remove stains on white clothing; also used to clean bathrooms brush with a long handle on it for sweeping floors foam or liquid soap used on rugs and carpets

broom carpet cleaner

deodorizer dishwashing detergent dust pan duster

product that removes bad smells from a room; often scented liquid or powder soap that goes into a dishwasher

flat container used for collecting dirt and dust swept up with a broom a cleaning tool with a handle and feathers (or a soft cloth) used for wiping dust off surfaces large, heavy bag for collecting the household garbage

garbage or trash bag garbage or trash bin gloves hose

container with a lid that holds large garbage bags

coverings for the hands, with separate holes for the fingers a long tube that fills with water; often kept outside and used for outdoor cleaning powder or liquid soap used for cleaning clothes and linen

laundry detergent mop

long stick with a sponge at the bottom that is soaked in water and soap; used for cleaning floors a container that holds paper, tins, glass, and other garbage that can be reused tough cleaning pads used for scrubbing pots, pans, and ovens

recycling bin

scouring pads scrub brush sponge

a brush with a handle on it; often used for cleaning toilets a soft cleaning product that absorbs water and is used for washing surfaces laundry product used specifically on spots that regular laundry detergent cannot clean (stains include red wine or blood)

stain remover

vacuum cleaner vinegar

a machine that sucks up dust and dirt on the floor as you push it around

a clear sour tasting liquid mixed with water and used for cleaning; environmentally friendly alternative to store bought cleaners

Linen and Laundry te rms Word bath towel face cloth or wash cloth fitte d sheet fold verb hand towe l hange r noun iron noun and verb king size laundry noun do the laundry pillow case queen size sheet noun Meaning large towel used for drying the body after a shower or bath small, square shaped towel or cloth used for washing the face and hands

sheet with elastic that goes on top of the mattress and stays in place make articles of clothing small and neat for storage

a towel hung in the bathroom; used for drying hands a wire or plastic hook used for hanging clothes in a closet

an electric appliance used for making clothes flat; to remove w rinkles

the largest size bed or bed covering the washing of clothing

a covering similar to a sheet that protects the head cushion large size bed and bed covering (smaller than king, larger than double) a light cover on the bed

single stain noun top sheet

smallest bed or bed covering size; made for one person a spot that is difficult to clean

the sheet that goes on top of the fitted sheet and under a heavier blanket bed or bed covering size that is larger than a single and smaller than a double; used for one perso n

twin size

Describing words for Housekeepe rs Word alle rgic Meaning Example se ntence

when a person must stay Our daughter is allergic to that laundry away from a certain food or detergent. cleaning product because it can cause them to get very sick remove dirt and stains When the kitchen is clean I will start on the laundry. The kitchen drain is clogged with potato skins. I hung up your suit, but it is still a little damp. The floors are dirty because the kids walked through with their boots on.

clean

clogged, plugged damp

when something is blocking the hole of a tube or pipe a little bit wet

dirty

opposite of clean

dusty

when furniture and The office furniture upstairs is surfaces are covered with a verydusty. small layer of matter very dirty The bathroom is filthy because we went away for the weekend and left the kids at home. The children's rooms are messy,but it's their job to clean them.

filthy

messy

out of order, opposite of neat and tidy

neat, tidy (often expressed as "neat and tidy ") slippery

in good order, opposite of messy

Thank you for leaving the house soneat and tidy.

surface that is wet or polished and is easy to fall on covered with lots of soap bubbles filled or covered with water, opposite of dry good for the world, doesn't contain strong chemicals

I just mopped, so the floors are a bit slippery.

soapy

Can you rinse the dishes again? They are still soapy. I put the dryer on twice but the clothes are still wet. We only use cleaning products that are environme ntally friendly.

wet

environmentally friendly

Action words for Housekeepe rs Word clean; clean up dry Meaning remove dirt, dust, and other messes take the water out of something Example se ntence After you clean up the kitchen you can take your break. Please dry the dishes fully before you put them away in the cupboards. I'm sorry I forgot to dust the entertainment stand last week. I'm finished everything on the list, so I guess I'll be going home now. The master bedroom is relatively clean, but you could freshen it up a little. After you have folded t he laundry, please hang the guest towels in the washroom.

dust

remove the dust from surfaces such as furniture have no more work to do

finish; complete freshen up

make a room smell and look more inviting

hang; hang up

organize and store items (often clothes) by putting them on hooks and hangers

mop; mop up

clean the floors with soap and water sort or put away in a neat and tidy manner wipe with a special cleaner that makes something (such as floors) shine; remove smudges or prints pour water over something for a long time to remove soap

The dishwasher flooded, so Imopped up the water. I orga nize d the indoor and outdoor shoes. Make sure to polish the silverware before you put it away.

organize

polish

rinse

You'll have to rinse the dishes a little better. My coffee tasted soapy today. You have to sterilize the baby bottles in boiling water.

sanitize; sterilize

remove any bacteria or other harmful substances that could cause illness, often by using boiling water or a special cleaner use a lot of physical energy and a heavy cleaning tool to remove dirt or stains make a room or area look neat by organizing and putting things away use a special hose that sucks up dust and dirt from the floors and furniture make clean with water and soap

scrub

You'll have to scrub the upstairs tub because it's pretty dirty.

tidy; tidy up

You don't need to vacuum the family room, but you could tidy up the books and toys. Please pick up large items like coins before you vacuum the basement.

vacuum

wash

Please wash the windows with water and vinegar. You forgot to water the indoor and outdoor plants. Don't use bleach to wipe the counters.

wate r

pour water onto plants or grass

wipe; wipe up

clean up a mess or spill

House keeping Vocabulary Quiz 1 Which of the following is not used for washing floors? 2 Deodorizer is used to .

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A garbage bag goes inside a garbage .

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To fry eggs you would use a .

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The opposite of messy is .

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If the toilet water won't go down the drain, it is .

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Polishing the floors makes them .

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A pillow goes into a pillow .

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After the laundry is done you need to hang up or clothes. the

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10.

The largest type of bed sheet is a .

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Finding a House keeping Job Finding a job in a foreign country can be very difficult. First, you need to read and understand the English job listings. Next, you need to contact a potential employer. Finally, you need to have an interview and prove that you are the best person for the job. Your work experience and skills are very important, but so is your English. You can prepare yourself for the real job search by studying the vocabulary and exercises on this page. Key words found in ads: The following terms are commonly used in ads for housekeepers. Become familiar with them, and use them on your own resumes and cover letters. They are also useful terms to use in interviews. Word or phrase competitive wages detail orie nted, meticulous dilige nt worke r domestic help duties include flexible hard- working honest, trustworthy ideal candidate is see king live-in live-out mature must be le gal Meaning pay or salary is the same or better than most in the area notices everything that needs cleaning or doing, even if it's small

a person who works very hard help around the home (often the subject of housekeeping ads) things the worker w ill have to do not strict or set, usually related to work schedule or duties not lazy, works quickly and doesn't take a lot of rest time tells the truth, will not steal or damage property on purpose the best person for the job is looking for, requires lives in the home he or she works at lives in a different home from the home he or she works at acts like an adult, not childish has permission from the government to work in this country

pay in exchange for room food and a home are given to the person who looks after the house, and board no pay perfectionist describes a person who wants everything to look perfect (for example one fingerprint would bother this person)

positive attitude professional reliable responsible for verifiable refe rences

is usually in a happy mood has a lot of experience and treats clients with respect always comes to work on time and always does a good job work will include the following tasks past employers someone can contact to prove that the applicant is a good worker

Here are some expressions to use in an interview or cover letter: I will clean your home "from top to bottom". Feel free to contact my references. I have been cleaning houses/offices for _______ years now. I promise to leave your house looking neat and tidy. I work quickly and efficiently. You won't be disappointed. Your satisfaction is important to me. My hourly rate is _______. I am very good with children. My English is improving every day. Matching Exerc ise 1. 2. 3. 4. Read all of the classified ads (advertisements) below. Read the descriptions of 5 housekeepers looking for work. Match the person to the ad that he or she should apply for. Check your answers.

Classifie d Ads

Domestic/Homecare Wante d 1. A London family of 5 is seeking a live-in housekeeper in exchange for room and board. 20 hours per week. Some childcare duties required. Must be detail oriented, mature, an d legal to work in England. Send resume with references to bensonfamily@home.com. 2. Business couple is seeking a part -time live-out housekeeper. Must be reliable and meticulous. We offer competitive wages. Duties include laundry, general cleaning, and so me shopping. Hours are flexible. Approximately 10 hours per week. Call 339-9990. Leave message w ith contact information. 3. Mandymaids has a full-time position available. We are looking for an experienced housekeeper to join our team. Hours are Mon-Fri, 5:00 pm- 12 am. Responsible for cleaning, vacuuming, dusting, and tidying a large office. Must be in good physical condition and have valid driver's license. Verifiable references required. Contact Janie at 445-9788.

House keeping Vocabulary | House keeping Vocabulary Quiz Finding a House keeping Job | Instructions for Housekeepe rs Instructions for House keepe rs The hardest part of your job as a housekeepe r may not be the cleaning. If you and your client speak different languages, miscommunication ca n be a problem. Be upfront about your English ability from the beginning. Ask your client to spea k slowly if you don't unde rstand the instructions. It is a good idea to ask your client to give you a chec klist of things that need doing. Impress your c lie nt by prepa ring a chec klist ahead of time, and asking them to take a mome nt to chec k off a nything that needs doing. Leave extra space for specific instructions and details. You may want to personalize your chec klist for each client. Sample Blank C hecklist Please place a Y (Yes) beside any item you would like completed today. Specify details where needed. Sweep Mop Vacuum Laundry Tidy

Clean Appliances Dust Bathrooms Bedrooms Windows Dishes Take garbage out Other Errands or Shopping:

Notes to housekeeper: Notes from housekeeper:

Sample Filled-in C hecklist Please place a Y (Yes) beside any item you would like completed to day. Specify details where needed. Sweep Y main

floor Mop Vacuum Laundry Y load of whites upstairs

Tidy Clean Appliances Dust Bathrooms

all 3 please

Bedrooms Windows Dishes Take garbage out Y only if full wate r all plants

Other

Errands or Shopping: pick up kids at school 3.15 pick up milk and postage stamps

Notes to housekeeper:

Va cuum isn't working. It's getting repa ired. Where a re the extra towe ls?

Notes from housekeeper:

Following Instructions: Listening Practice 1. Listen to the five sets of instructions (A-E) by double c lic king on each green arrow. 2. Answer the questions after each set of instructions. 3. Check your answe rs. 4. Listen to the instructions a second time while you read the tra nscripts below.

A. Check your unde rstanding 1 What must the housekeeper do after the general cleaning?
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How should the housekeeper separate the clothes?

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What does the housekeeper NOT have to do?

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B. Check your unde rstanding 1 Which best describes the client's opinion of the housekeeper?
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What is the housekeepers main job today?

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What should the housekeeper do if he or she cannot find the sponges?

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C. Check your unde rstanding 1 Where will the children be while the housekeeper cleans?
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What type of cleaning is required today?

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What time must the housekeeper leave to pick up the kids?

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D. Check your unde rstanding 1 What area of the house did the housekeeper concentrate on last time?
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What does NOT need to be done upstairs?

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What should be done with the winter clothes?

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E. Check your unde rstanding 1 Where does the client ask the housekeeper to go?
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Which appliance is broken?

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What cleaning job is required?

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Transc ripts A. When you are through with the regula r c leaning, I'd like you to do a fe w loads of laundry. Please make sure to separate the lights a nd darks and to follow the washing instructions. Hang up anything that you think might shrink in the dryer. You can fold the c lothes and the n when I get home I'll show you where to put everything away. That way you'll know for next time. If you have trouble finding anything give me a call on my cell. B. You did a really great job last time, but I forgot to mention that the fridge neede d cleaning. Feel free to rearrange everything in an organized manner. Oh, and don't forget the freezer. I'll probably get you to do the oven next wee k, because we're going to be hosting a dinner pa rty at the end of the month. I'll be upstairs working on my laptop. If you have any questions just holle r. C. The kids need to be pic ked up at sc hool at 3:30. You should leave the house at 3:15 to leave yourself enough time to get there. While they're at school I'd love if you could organize their toys and games. The playroom is rea lly messy. If there are any toys you think the kids would have outgrown, just put them in a basket and I'll sort through them. D. Thanks for doing suc h a great job of cleaning the main floor. Today I'd like you to concentrate on the upstairs. It ma inly needs dusting and tidying, but we also need to put away our summer clothes and get out the winte r ones. I've pulled some boxes out if you don't mind putting the winter clothes through the wash for me. E. Our vacuum isn't working, so I need you to ta ke it to the repa ir shop. You can also drop off some dry cleaning for us while you're out. The re a re also some pots

and pans in the sink from last night's dinner. They're soa king, but you'll need to give them a good scrub. House keepers Looking for Work Match the job seeker to the appropriate ad: A - Cindy is visiting England for the summer. She has a working visa and needs a place to live. She has experience with children. B - Fred is a perfectionist. He is retired but loves to clean. Fred wants to make a little bit of extra money to pay for tennis lessons and swimming classes. C - Sabrina has been cleaning houses for 20 years. She is hardworking and detail oriented. She has her own apart ment, and requires a part -time position to pay her rent. D - Nelson has five years housekeeping experience in the hotel industry. He is going to school part time in the day and requires a full-time position in the evenings. E - Yoon is studying English online and needs a place to live. She is seeking a position as a nanny or housekeeper to help pay for her private English lessons. Her visa allows her to work part-time.

HOTEL VOCABULARY WORDS adjoining rooms noun amenities noun attractions noun baggage noun Bed and Breakfast noun bellboy noun book verb booked adj Meaning two hotel rooms with a door in the centre local facilities such as stores and restaurants things for tourists to see and do bags and suitcases packed with personal belongings a home that offers a place to stay and a place to eat a staff member who helps guests with their luggage arrange to stay in a hotel full, no vacancies Example If you want we can book your parents in an adjoining room. We are located downtown, so we are close to all of the amenities. The zoo is our city's most popularattraction for kids. If you need help with your baggage we have a cart you can use. I can book you into a beautiful Bed and Brea kfast on the lake. The bellboy will take your bags to your room for you. I can book your family in for the weekend of the seventh. I'm afraid the hotel is booked tonight.

brochures noun check-in verb check-out noun complimentary breakfast noun cot, rollaway bed noun damage charge noun deposit noun double bed noun floor noun front desk, reception noun guest noun hostel noun hotel manage r noun house keeping, maid noun ice machine noun indoor pool noun inn noun

small booklets that provide information on the local sites and attractions go to the front desk to receive keys return the keys and pay for the bill free of charge

Feel free to take some broc hures to your room to look at. You can check-in anytime after four o'clock. Please return your parking pass when youcheck-out. All of our rooms have complimenta rysoap, shampoo, and coffee. If you need an extra bed, we have cotsavailable. We will have to add a damage charge for the hole you put in the wall. You will not receive your deposit back if you cancel. They are a family of four, so give them a room w ith two double beds. The swimming pool is o n the main floor. Towels are available at the front desk.

a single bed on wheels that folds up

money a guest owes for repairs to hotel property (when caused by violent or careless acts) amount paid ahead of time to secure a reservation a bed large enough for two people a level of the building the place where guests go to check in and out and to get information a person that is staying at the hotel a very inexpensive place for backbackers and travelers on a budget person in charge at the hotel staff membe rs that clean the rooms and linen a machine that automatically makes ice that guests can use to keep drinks cold place for guests to swim inside the hotel another word for "hotel"

Our washrooms are for guests only. In the hostel you probably won't get your own room. I'll let you make your complaint to thehotel ma nage r. Put a sign on the door if you wanthouse keeping to come in and change the sheets on the bed. There is an ice mac hine by the elevator on all of the even numbered floors. The heated indoor pool is open until 10 pm. There's an inn on the other side of town that has a vacancy.

Jacuzzi, hot tub, whirl pool noun king-size bed noun kitchenette noun late charge noun linen noun lobby noun luggage cart noun maximum capacity noun motels noun noisy adj parking pass noun pay-per-view movie noun pillow case noun queen size bed noun rate noun reservation noun room service noun

a small hot pool for relaxation

Our honeymoon room has a personal hot tub. A room w ith a king size bed costs an extra ten dollars a night. Your room has a kitche nette so you can prepare your own breakfasts and lunches. You will be charged a ten dollar late charge for checking out after 11 am. We will come in and change the linensw hile you are out of your room. You can stand in the lobby and wait for your bus. Please return the lugga ge ca rt to the lobby when you are finshed w ith it. The maximum capac ity in the hot tub is ten people. Our motel is very clean and is close to the beach. The guests next to you have complained that you are being too noisy. Display this parking pass in your window to show that you are a hotel guest. If you order a pay-per-view movie, the charge will appear on your bill. Room 201 doesn't need their sheets changed, but they requested one newpillow case. They have a queen size bed so the small child can eaily fit in the middle. Our rates change depending on the season. They say they made a reservation but it doesn't show on the computer. If you would like a bottle of wine, just callroom serv ice.

extra large bed a small fridge and cooking area

a fee for staying past the check-out time sheets, blankets, pillow cases

large open area at the front of the hotel a device on wheels that guests can push their luggage on the most amount of people allowed

accommodations that are slightly cheaper than hotels loud

a piece of paper that guests display in the car window while in the hotel parking lot extra charge for movies and special television features the covering that goes over a pillow

bed with plenty of space for two people (bigger than a double) cost of renting a room for a certain time period a request to save a specific room for a future date delivery of food or other services requested by guests

sauna noun single bed noun sofa bed, pullout couch noun towe ls noun vacancy noun vacant adj valet noun vending machine noun view noun wake up call noun weight room, workout room, gym noun

a hot room for relaxation, filled with steam a bed for one person a bed built into a sofa or couch

We don't recommend bringing young children into the sauna. The economy priced room includes onesingle bed. The room contains a sofa bed so the room actually sleeps five. You can get your swimming pool towe ls at the front desk. We only have one vacancy left, and it is for a single room.

used to cover and dry the body after swimming or bathing available rooms

staff that parks the guests' vehicles

If you leave your car keys with us, thevalet will park your car underground. The vending machine on the fifth floor has chocolate bars and chips. The room is more expensive because it has a spectacular vie w of the beach. What time would you like your wa ke up ca ll? Our we ight room has a stair climber and a stationary bicycle.

a machine that distributes snacks and beverages when you insert coins a window that offers a nice image for guests a morning phone call from the front desk, acts as an alarm clock a room that guests can use for exercise and fitness

Hotel Vocabulary Quiz 1 If you've never been to this city, you should take a look at our 2 .
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We do not have a service. You'll have to park your car yourself. The room has a pull couch, so it will sleep an extra person. We don't have any vacancies. We are completely .

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After your long conference you can relax in the .

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I'll call housekeeping and ask them to bring you some fresh .

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If you need to do your workout we have a third floor. on the

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I'll let you voice your complaint about the rate to the .

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Please put your used in the basket and leave unused ones hanging on the rack.

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10.

If you need a midnight snack there's a of potato chips on your floor. full

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Taking a Reservation Front Desk Receptionist Enterprise Hotels, Lise speaking. How can I help you? What date are you looking for? How long w ill you be staying? How many adults will be in the room? I'm afraid we are booked that weekend. There are only a few vacancies left. We advise that you book in advance during peak season. Will two double beds be enough? Do you want a smoking or non-smoking room? The dining room is open f rom 4 pm until 10 pm. We have an indoor swimming pool and sauna. We serve a continental breakfast. Cable television is included, but the movie channel is extra. Take Exit 8 off the highway and you'll see us a few kilometers up on the left hand side. The rate I can give you is 99.54 with tax. We require a credit card number for a deposit. Guest I'd like to make a reservation for next week. Is it necessary to book ahead? Do you charge extra for two beds? How much is it for a cot? Do you offer free breakfast? Is there a restaurant in the hotel? Do the rooms have refrigerators? Do you do group bookings? Is there an outdoor pool? Do you have any cheaper rooms? When is it considered off- season? Sample Conversation Receptionist: Thanks for calling Quality Inn. Morine speaking. Caller: Hello. I'm interested in booking a room for the September long weekend. I'm afraid we're totally booked for that weekend. There's a convention in town and we're the closest hotel to the convention centre. Oh, I didn't realize. Well what about the weekend after that?

Receptionist:

Caller:

Receptionist: So... Friday the seventeenth? Caller: Yes. Friday and Saturday.

Receptionist:

It looks like we have a few vacancies left. We recommend that you make a reservation, though. It's still considered peak season then. Okay. Do you have any rooms with two double beds? We're a family of four. Yes, all of our rooms have two double beds. The rate for that weekend is $129 dollars a night. That's reasonable. And do you have cots? One of my daughters might be bringing a friend. We do, but we also charge an extra ten dollars per person for any family w ith over four people. The cot is free. Okay, but I'm not positive if she is coming. Can we pay when we arrive? Yes, but we do require a fifty dollar credit card deposit to hold the room. You can cancel up to five days in advance and we will refund your deposit. Great, I'll call you right back. I have to find my husband's credit card. Okay. Oh, and just to let you know...our outdoor pool will be closed, but our indoor pool is open.

Caller:

Receptionist:

Caller:

Receptionist:

Caller:

Receptionist:

Caller:

Receptionist:

Check your unde rstanding 1 Why did the caller phone this hot el?
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Why can't the caller stay at the hotel on the September long weekend?

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Why does the caller have to hang up and call back?

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Checking Guests In and Out Check In Front Desk Receptionist What name is the reservation under? How long w ill you be staying? Are you planning on checking out tomorrow ? I'm afraid you can't check in until after 4:00 pm. What type of vehicle are you driving? Do you know the license plate number of your vehicle? Complimentary breakfast is served in the lobby between 8 and 10 am. I'll give you two room keys. The dining room is on the main floor at the end of the hall. The weight room and sauna are on the top floor. Just call the front desk if you need any extra towels or pillows. Guest We have a reservation under Jill McMann. Do you have any vacancies? Is the hotel booked, or can we get a room for tonight? How do we get to our room from here? Is it okay to park out front? What time is the pool open until? What time is breakfast served at? Is it too early to check in? Can we get a wake-up call? When is check out time? Check Out Front Desk Receptionist Are you ready to check out? What room were you in? How was your stay? Was everything satisfactory? Will you be putting this on your card? And how will you be paying for this? Would you like to speak to the hotel manager on duty? I'll just need your room keys, please. Enjoy the rest of your holiday. Have a safe trip home. Guest We're checking out of room 401. Sorry we're a bit late checking-out. I'm afraid we overslept/slept in. We really enjoye d our stay. We have a few complaints. We'll be back next time we're in town.

Sample Conversation Double-click the left button (>) to start. Click the middle button to stop. Click the right button to pause. Click it again to continue.

Receptionist: Hi there. Are you checking out now? Guest: Yes, sorry. I know we're a few minutes late.

Receptionist: That's no problem. It's always really busy at check out time anyway. Guest: Oh, really. The last hotel we stayed in charged us for a late check out.

Receptionist: The hotel isn't booked this week, so it's not a problem. How was everything? The room was great. The beds were really comfortable, and we weren't expecting our own fridge.

Guest:

Receptionist: I'm glad you liked it. Guest: The kids were disappointed that the pool wasn't open this morning, though.

Receptionist: I apologize for that. We can't get a cleaner in any earlier than 10 am. Guest: Well we had a nice swim last night anyhow.

Receptionist: Will you be putting this on your credit card? Guest: No. I'll pay cash.

Receptionist: OK. So the total comes to $123.67, including tax. Guest: I thought it was $115 even. That's what they said yesterday when we checked in.

Receptionist: Yes, but there is an extra room charge on your bill. Guest: Oh, I forgot. My husband ordered a plate of nachos. Sorry. No problem. So...from $140, here's your change. Now, I'll just need to ask you for your room keys.

Receptionist:

Check your unde rstanding 1 Why does the guest apologize when she arrives at the front desk?
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Which of the following did the woman's family NOT like about the hotel?

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What was the woman charged for besides the room rate?

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Airline Vocabulary Word part of speech airfare noun aisle noun aisle seat noun assist verb baggage noun baggage, luggage claim noun blanket noun boarding pass noun bumpy, rough adj cabin noun Meaning cost of a plane ticket the long empty space that you walk down the seat that is next to the aisle help the bags and suitcases that travellers put their belongings in place where you pick up your baggage after arrival warm covering part of the ticket that you give to the crew as you step onto the plane up and dow n movement of the aircraft interior of the aircraft Example se ntence The cost of your meal is covered in your airfare. Please keep your bags out of the aisleso that nobody trips. I'll give you an aisle seat in case you need to walk around with the baby. Please wait until everyone is off the plane so that we can assist you. I'm afraid your baggage got on the wrong airplane. The announcement will direct you to the correct baggage cla im. If you feel cold I can get you ablanket. Your must present your boa rding pass at the gate. It might be a bumpy ride because we are flying through a storm. There is no smoking allowed inside thecabin.

call light noun captain noun charter noun cockpit noun comfortable adjective complimentary adjective co-pilot noun domestic adjective emergency exit noun e-ticket noun excess baggage noun first-class noun/adj gate noun headset, earphones noun inte rnational adj jet lag noun land verb life vest, life jacket

a button passengers can press to get a crew member's attention the person who is in charge of the plane discount airline the part of the plane where the captain and his co-pilots sit feel good physically, able to relax free of charge person who helps the captain fly the plane within the same country section of the plane that opens in the case of an accident airfare purchased on the internet heavier/more bags than you are allowed more expensive seating, with better services place where passengers go to wait to board a plane device that allows passengers to listen to music or a movie worldwide tiredness due to travelling through different time zones returning to the ground after being in the air a blow-up device that

If you need anything, just press thecall light. Would the kids like to go and meet thecaptain? If you take a charter it will cost you half as much. We aren't doing any more tours of thecockpit because it's almost time to land. Because you have long legs you might be more comfortable in an aisle seat. We offer complime ntary coffee or tea, but you have to pay for alcohol. If the captain gets sick the co-pilot can take over. You should be at the airport two hours ahead of time for domestic flights. Are you comfortable sitting next to theemergency exit ? You will need to present your identif ication along w ith your e-ticket. You can either pay for your excess baggage or leave one of your bags behind. When you sit in first-class you get a better meal to eat. Gate 3B is dow n this hall and to your right. We will be coming around to sellheadsets for five dollars. For inte rnationa l departures, go up one level. I'm used to travelling now. My body doesn't suffer from jet lag anymore. We will be landing in Tokyo in approximately ten minutes. Please take a moment to locate thelife

noun motion sickness noun overbooked adj overhead bin/compartment noun over-sized baggage adj oxygen mask noun

you put on in an emergency over water a bad feeling in the stomach that passengers get during a rough ride more passengers than available seats place above the seats for storing luggage items that do not fit in suitcases a device that goes over a person's face, provides air in case of cabin air pressure loss document that proves a person's identification and nationality the person who drives the plane drinks and snacks a number of seats beside each other the strip of land that an airplane takes-off and lands on device that holds passengers in their seats man or woman who provides service for passengers during a flight touching down at more than one airport during a flight when the plane leaves the ground driving an airplane to the correct place for taking off or deboarding

vest under your seat. There is a paper bag in front of you in case you experience motion sic kness. The flight is overbooked. Four of our passengers will have to wait for the next flight. You'll have to put your bag under your seat because all of the overhead binsare full. Infant car seats and sporting equipment can be picked up at theover-sized baggage counter. Put your oxygen mask on first before putting one on your child.

passport noun pilot noun refreshme nts noun row noun runway noun seatbelt noun steward (male), stewardess (female), flight atte ndant, air host noun stopover noun take off noun/verb taxi in, out verb

Please have your passport out when you go through security. The pilot is circling over the airport until it is safe to land. It's a short flight, so we will be servingrefreshments but not a meal. You are in seat B of row nine. The plane almost missed the runwaybecause it was such a bad storm. Please remain in your seats while theseatbelt light is on. Ask one of the stewardesses for a pillow if you're tired.

It's not a direct flight. We're making one stopover in Toronto. We are next in line to take off on this runway. Please remain in your seats until wetaxi in to the gate.

touch down verb, noun turbulence noun wheelchair noun window seat noun

when the aircraft wheels land on the ground rough flight a seat for pushing elderly, disabled, or injured people seat next to the window where passengers can look out

That was a very smooth touc h down. This turbulence should only last a few minutes. A steward will take you to the gate with a whee lchair. If your child wants a window seat I can move you back a row.

Vocabulary Quiz> Annoucements Airline Vocabulary Quiz 1

I'll assign you to stretch your legs out.

seat to give you more room

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The captain and his co-pilot sit in the .

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Passengers must stay seated on the plane during the 1 hour .

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When you paid for your airfare online, you should have printed your .

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5 6

You are seated in

30, seat B. will be served before we begin the in-

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flight movie. 7 In the unlikely event of a water landing, seats. 8 can be found underneath your
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Please fasten your prepares for take off.

while the captain

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In about five minutes time we will get ready

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to 10.

to the runway.
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We are about to go through a large pocket of so prepare for a bumpy ride.

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Checking In Passengers Check-in Assistant Can I see your ticket, please? Do you have your passport with you? I'm afraid your passport has expired. Do you have a second piece of identification? I'll need to see your child's birth certificate. How many bags are you checking? Will you be bringing a carry-on bag? I'm afraid that bag exceeds the size restrictions. Did you pack your bags yourself? Would you like an aisle or a window seat? Would you like a wheelchair? You'll board at Gate 7. Please be at the gate thirty minutes before your scheduled flight. Did you need any tags for your luggage? Your flight is expected to take off on time. Your flight has been delayed by one hour. Flight 87B to Toronto has been canceled. I'm afraid you're too late to check-in. Your flight is overbooked. Would you be interested in giving up your seat? Enjoy your flight. Passenger I'm not sure which of these papers is my tic ket. Is it possible to get an aisle seat? I requested a vegetarian meal. Can you check to confirm? Can I take my child through security? Is the flight on time? Will they be serving a meal today? Will they be showing an inflight movie? Where can I get a luggage cart? Can I use my laptop on board? Sample Conversation Check-in Assistant: Passenge r: Hello. Are you flying to St. Martin today?

Yes, I have my ticket here.

Check-in Assistant: Passenge r: Check-in Assistant: Passenge r: Check-in Assistant: Passenge r: Check-in Assistant:

Great. I'll need to see your passport as well.

I have an e-ticket. Uh...is this the part you need? Actually I just need your name and I can find you on the computer.

Oh OK. It's Bates. Frank Bates. Great. Here we are. Oh, you're traveling with an infant today.

Yes, my daughter Mia. She's 14 months. Okay. I'll need to see your daughter's birth certificate to prove that she is under two years of age. Here you are. Say, would we be able to get an aisle seat? I may have t o walk her around if she gets fussy. Sure. I'll put you near the washroom too.

Passenge r:

Check-in Assistant: Passenge r: Check-in Assistant: Passenge r: Check-in Assistant: Passenge r:

Thanks. Can I take my stroller to the gate? Yes, we'll check it in the over-sized luggage after you board. Are you just checking these two bags today? Yes, I'll take my knapsack as my carry-on. Did you pack these bags yourself?

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

Check-in Assistant:

What is the man's family name?

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Instead of a ticket, what does the check-in assistant ask the man for?

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Where does the passenger request to sit?

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Airline Vocabulary | Airline Vocabulary Quiz | Checking-in Passengers | Annoucements Airline Announcements Listen to some typical public announcements made in an airport or airplane. Double-click the left button (>) to start. Click the middle button to stop. Click the right button to pause. Click it again to continue. Pre-boarding Announcement

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

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

Ladies and gentlemen, welcome onboard Flight 4B7 with service from Hong Kong to San Francisco. We are currently third in line for take-off and are expected to be in the air in approximately seven minutes time. We ask that you please fasten your seatbelts at this time and secure all baggage

underneath your seat or in the overhead compart ments. We also ask that your seats and table trays are in the upright position for take-off. Please turn off all personal electronic devices, including laptops and cell phones. Smoking is prohibited for the duration of the flight. Thank you for choosing Mountain Airlines. Enjoy your flight. Captain's Announcement

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

Ladies and gentlemen, on behalf of the crew I ask that you please direct your attention to the monitors above as we review the emergency procedures. There are six emergency exits on this aircraft. Take a minute to locate the exit closest to you. Note that the nearest e xit may be behind you. Count the number of rows to this exit. Should the cabin experience sudden pressure loss, stay calm and listen for instructions from the cabin crew. Oxygen masks will drop down from above your seat. Place the mask over your mouth and nose, like this. Pull the strap to tighten it. If you are traveling with children, make sure that your own mask is on first before helping your children. In the unlikely event of an emergency landing and evacuation, leave your carry -on items behind. Life rafts are located below your seats and emergency lighting will lead you to your closest exit and slide. We ask that you make sure that all carry-on luggage is stowed away safely during the flight. While we wait for take off, please take a moment to review t he safety data card in the seat pocket in front of you. Vocabulary Note: Many English words and expressions about food come directly from French. This is why some words about food are written with an accent (for example: la carte). However, you may also see such words written without accent. Vocabulary part of speech la carte adjective la mode adjective alcohol, liquor noun Meaning without a side dish with ice cream a distilled liquid such as rum or whiskey Example se ntence Is it possible to get the steak la carte? I don't eat potatoes. Would you like your a pple pie la mode? This beer has 5% a lcohol.

all you can eat adjective appetize r noun appetizing adjective apron noun awful (taste) adjective bar noun barbeque noun/verb barstool noun bartender noun beverage noun bill, c heque, chec k noun blac k coffee adjective + noun boil verb book off verb booster seat noun booth/bench noun booze noun(idiom) bottle opene r noun bread basket noun

customers pay one fee and can eat as much as they wish small snack before a meal looks pleasing to eat a cloth covering worn over the clothes while cooking very bad taste place in an establishment where people go to get a drink (especially alcoholic drinks) southern style of cooking over a grill tall seats that customers use at the bar staff member that mixes, pours, and serves alcoholic beverages drink

These are all you can eat fries, so let me know if you want more. Would you like some garlic bread or another appetizer to start? I'm afraid these pancakes don't look very appetizing. Remove your apron before you come out to the dining room. The customer said that her pasta wasawful. If you sit up at the bar you don't have to order any food. The barbeque wings are our specialty. The guest fell off his barstool before he even ordered a drink. I do part-time work as a bartende r in a local pub. Can I bring you some beverages while you look at the menus? Table 3 would like you to bring them their cheque. Should I bring some cream, or do you take your coffee black? We usually boil the potatoes first so that they will cook faster. I need to book off the first week of May. Will your child be needing a booste r seat today? We'd prefer a booth if you have one available. You've been into the booze already, haven't you? All of the servers keep bottle openerson their keychains. I'll bring you a bread basket to hold the kids dow n until dinner.

the slip of paper that tells the customer how much to pay coffee without any milk style of cooking that involves placing food in a deep pot of extremely hot water mark a day that you cannot work a plastic unit that fits on top of a chair to help small children reach the table type of seating in which people sit side by side on a cushioned area alcohol a device used for opening beer bottles that don't twist off slices of bread and butter served before and with a meal

breaded adjective buffet noun burnt adjective buspan noun busboy, busser noun cash noun cash out verb cashier noun charge verb check on verb chef noun clear verb cocktail noun coffee maker noun coffee round noun combo, combination noun comment card noun complaint

rolled and cooked in bread crumbs self-serve tables of food that are set out for the customer to pick and choose from overcooked to the point of turning black rubber tub used for collecting dirty dishes a person who helps out in a restaurant (especially clearing and setting tables) paper money payment counting and submitting the payment of all of the customers bills at the end of one's shift staff member responsible for collecting custome r's money at the front of an establishment to add a fee make sure the guests are satisfied staff member who is professionally trained to prepare food remove finished or unused items from a table an alcoholic drink w ith juice machine that dispenses coffee into a glass container for pouring an offering of coffee and refills around a section of a restaurant mixture a piece of paper that customers are given to record their dining experience a problem w ith service or food

The shrimp is breade d in our homemade batter. The plates and everything you need are up at the buffet. The toast is burnt around the edges. The buspan is stacked so high it's too heavy for me to carry. Ask the busboy to help you bring out all of the food. I don't have any cash. Do you accept Visa? Don't forget to include any coupons from tonight when you cash out later. We don't have a cashier; you have to pay your server. I will have to charge you an extra dollar to add ice cream. You should always check on your guests about two minutes after you serve the meal. Our head che f is one of the best cooks in town. You need to clear this table and set it for four. Would anyone care for a cocktail on this warm sunny day? You need to teach the new waitress how to operate the coffee ma ker. Let's ask the busboy to do a coffee round while we take a smoke break. The combo platter has veggies, ribs, and chicken fingers. When she asked for a comment card I knew she was going to complain about the food. The guest brought his complaint to

noun condiments noun cook verb/noun corkscre w noun counte r noun coupon noun complimentary adjective creamer noun credit card noun customer, guest noun customer service noun cutlery, silverware, utensils noun cut off verb debit noun deep fried adjective defrost, thaw verb delic ious adjective delivery noun designate d driver adjective + noun types of sauces that are added for flavouring (i.e. mustard) prepare and heat food until it is ready to serve tool for removing the cork from the top of a wine bottle. flat area often used for placing dishes on or preparing food a slip of paper that offers the customers a discounted rate free of charge small plastic container of cream for coffee a plastic card that allows people to pay for something later person who goes to an establishment to be served treatment of guests

the manager. All of the condime nts you should need are on the table. The guest says that this chicken isn'tcooked enough. You will need to learn how to work acorkscre w before you start bartending. I left one of the salads on the kitchencounter by mistake. Your coupon is only valid for food, not for alcoholic drinks. The desserts are complimentary because the dinner took so long. Will you need more than two creamersfor your coffee? You forgot to sign your c redit card slip. It is our policy that the customer is always right. Our restaurant got the award for having the best customer service this year. In a fine dining restaurant the staff has to polish the silverwa re. I cut off the man with the beard because he'd had too much to drink. Can we pay by debit here, or do you only take credit cards? Most of the appetizers on our menu aredeep frie d. Don't forget to defrost some pies for tomorrow. The cookies were so delicious they were gone in half an hour. Do you have delive ry or do we have to come in to eat? Is there a designate d driver in your party or are you taking a taxi?

tools for eating with (fork, knife, spoon) stop serving a customer any more alcohol use bank card to pay directly from bank account cooked in a large pot of oil remove frozen food from the freezer to prepare very good taste food brought to the home person in a party who agrees not to consume alcohol in order to drive everyone home safely

dessert noun dessert tray noun dirty dishes adjective + noun discount noun dishpit noun dishwasher noun doggie bag noun double noun draft noun dressing noun dry adjective entre, main course noun fast-food noun fine dining noun float noun free re fills adjective + noun fry verb garnish noun/verb glassware noun

sweet treat after a meal a plate of all of the desserts that customers can view and order from plates that customers are finished with at a cheaper cost area in the restaurant where the dirty dishes are placed. the staff member/machine that washes the dirty dishes unfinished food that is packed up for the customer to take home two shots of alchohol in one drink beer from a keg that pours out of a tap liquid topping for salads no sauce the largest part of a meal (after appetizer, before dessert) an eatery that offers quick inexpensive food a very expensive eating establishment small amount of cash used to make change at the beginning of a server or bartender's shift beverages that can be filled again without any cost cook over an element in oil food that is added to a plate for appearance or colour(i.e. parsley or fruit) group of drinking glasses

I think we're too full to have desserttonight. I'll bring the dessert tray around and see if I can tempt any of you with a slice of cake or pie. I'll just clear these dirty dishes and make some room for you. We got a discount because we are regular customers. Jody is not going to want to go into thedishpit today. Can you bring the dishwasher these pans to clean? I can't finish my steak, but I'll take adoggie ba g. Make that a double in a tall glass, please. We have a selection of local beers on dra ft. Would you like Italian or Frenchdressing? I'll have dry toast with two eggs. The entres are after the lunch specials on page 6 of the menu. We don't provide table service. This is afast-food restaurant. The waiters wear bowties because it's afine dining restaurant. I need a roll of quarters for my float.

Have all of the soda you want; it's free re fills here. Don't fry the vegetables too long or they will go soggy. Don't forget to garnish all of the entrees that go out. Make sure the glassware doesn't have any spots before you put it away.

gloves (plastic) noun gratuity/tip noun greet verb grill noun/verb hairnet noun happy hour noun highball noun highchair noun hold verb homemade adjective host, hostess noun ingredients noun kettle noun last call noun lemon, lime wedge noun lineup noun/verb liqueur noun make c hange verb + noun manager noun/adjective

covering for the hands to prevent the spread of germs extra money given as a thank you for service say hello and welcome customers to the establishment cooking over iron slats that allow for oil and fat to drop down a covering worn on the head while preparing food short amount of time when alcoholic drinks are on sale alcohol served w ith soda a tall chair with a plastic tray designed for a baby leave off/without made from a recipe staff member in charge of greeting and seating customers in a restaurant all of the different foods that are combined in a recipe pot for boiling water for tea the last chance for a person to get an alcoholic drink before the establishment closes a small segment of lemon or lime put on the rim of a glass a number of people waiting for something alcohol that has a syrupy/sweet taste give customers money back from a payment person in charge of a section of a restaurant

Whenever you are handling food make sure you are wearing gloves. When we have a large party we're allowed to add a 15% gratuity to the bill. Your priority as a hostess is to greet the guests at the door with a smile. The healthiest way to prepare meat is on a grill. If you don't want to wear a hat, you can wear a hairnet. We're expecting a rush because it's almost happy hour. Our highballs are on for half price today. The party is for ten plus a highchair. I'll take a hamburger, hold the bun. We serve the best homemade soup in town. Please wait and the hostess will seat you. I'll check the ingre die nts to make sure there aren't any nuts. I'll put the kettle on and make some fresh tea. We'll have two more screwdrivers forlast ca ll. I'd like a lemon wedge for my ice water please. Is this the line up to pay or get seated? Can I offer you a coffee lique ur to go with your dessert? We can make change if all you have is large notes. I'd like to speak to the floor mana gerabout the service.

melt verb menu noun microwave noun mild adjective nightclub noun non alcoholic beverage adjective + noun notepad noun on the roc ks preposition + noun on the side preposition + noun orde r verb/noun over charge verb pack up verb party noun patio noun paycheque noun pitche r, jug noun portion noun/verb pour verb prepare verb

warm to soften (i.e. cheese/butter) a booklet of all of the food that can be ordered a small appliance that heats and cooks food quickly not spicy establishment where adults go to dance and drink alcoholic beverages a drink that resembles a certain drink without the alchohol paper that a server uses to write down orders on ice request for a food ite m to NOT be put on top of another food item make a request to a server give a customer a bill that is too high (by mistake)

First, melt two tablespoons of butter in the microwave. Do you have a children's menu we could see? We can heat your dinner in themicrowave if you like. I'd like a half dozen mild chicken wings. If you work at the nightclub you will have to stay until 2 AM. Can I order a non alcoholic beer?

Just let me grab my notepad and I'll take your order. I'll take a whiskey on the roc ks. For the nachos, can we have the sour cream on the side? Is everyone ready to order lunch now? I think you over cha rged us for our drinks; we only had one each.

put in a take-out container for the Would you like me to pack up the customer to bring home rest of that pizza? group of people at or waiting for a table outdoor seeating money given to the staff every week or two a container with a spout to pour water, beer, or other beverages out of a separate amount of food dispense liquid from a c ontainer get food ready A party of twelve just walked in without a reservation. We closed the patio because it looks like it's going to rain. You'll get a paycheque every other Monday. We'll take a pitc her of beer with four glasses. The chicken fingers are alreadyportioned in the freezer. Can I pour you folks another glass of water? The servers have to prepare the salads themselves.

pub noun punc h c loc k and punc h card noun punc h in, out verb punc hsomething in verb rare adjective recipe noun regulars noun reservation noun restrooms noun roll-up noun rush noun rush noun/verb sauce noun schedule noun/verb seasoning noun self-serve adjective senior's discount noun

establishment that specializes in casual food and alcoholic beverages a machine that staff members place a card into when they begin and finish a work shift put a card in the punch clock to mark the time you start and end a shift enter an order into a computer system cooked meat that is pink inside list of ingredients and instructions for preparing a certain type of food people who come into an establishment often a request to have a table saved for a certain amount of people place for people to use a toilet and wash hands a set of cutlery wrapped in a napkin a large amount of customers arriving at the same time prepare quickly for a certain reason liquid flavouring added to food

I can wear whatever I want when I work at the pub. I don't want staff members hanging around the punc h c loc k. You can punch out as soon as you finish sweeping the floors. I'm going to punch in a large order now, so get ready. This steak is too rare for me to eat. Our chef is so talented that he almost never bothers w ith a recipe. You can give the regula rs a complimentary drink from time to time. We don't take any reservations; it's first come first served here. The restrooms are to your left and down the stairs. Before we punch out we have to prepare enough roll-ups for the night shift. We always have a rush after church on Sundays. Can you put a rush on this spaghetti; I forgot to punch it in. What kind of sauce would you like on your ice c ream, butterscotch or chocolate? If you want to book off a day, let me know before I make the schedule. He wants the chicken plain w ithout anyseasoning. We have a buffet on, so it's selfserve for lunch. We have a senior's discount of 25% off on Mondays.

a notice of the time and date each staff member has to work in a certain period of time dry flavouring added to food the customers bring their ow n food items to the table and do not pay for service a reduced price for people over a certain age (i.e. over 65)

separate che ques adjective + noun/verb +noun serve verb set verb shade noun shot noun shooter noun side dish noun sour adjective sous che f noun specials noun specialty noun spicy adjective stay verb stir, mix verb straw noun straight up adjective substitute verb supervisor noun sweet adjective

a different bill for each member/group sitting at a table look after a customer, bring items to a customer get a table ready with items such as cutlery and glassware place outside that is not in the sun one ounce of alcohol served in a small glass (shot glass) an ounce of alcohol and juice combined choice of food that goes with a main meal acid or fermented taste staff member who works under and assists the main chef items that were prepared particularly for a certain day and are usually at a reduced price food item that a restaurant is popular for hot flavour to eat in the restaurant spin round and round with a spoon long hollow plastic stick for drinking out of alcoholic drink without any mix or ice replace one item for another staff member in charge of watching over things and dealing with problems taste with a lot of sugar

We asked for separate cheques but it all came on one bill. Is there someone in charge of servingout on the patio? I need you to clear and set table five for a party of eight. We'd like to sit on the patio if there is any shade. Let's do a shot to get this party started. Is there a shooter that has orange juice in it? The two side dishes are mashed potatoes or french fries. I think the milk has gone sour from sitting out of the fridge too long. Our sous c hef is leaving to become the head chef at another restaurant. Would you like to hear the specialsbefore you decide on lunch. Homemade fish and chips is ourspec ialty. Any item with three chilies beside it means that the dish is very spicy. Are these coffees to go or to stay. Stir the soup for a few minutes before you serve it. Can I please get a straw for my ice tea? He always has a stra ight up glass of rum after his meal. Can I substitute the carrots for corn? When I'm not here George will be yoursuperv isor. If you like sweet things, you'll love our chocolate cheesecake.

take-out adjective/verb two-minute chec k noun

food that is packed up and eaten at home a visit to a table approximately two minutes after the food has been served to check for satisfaction computer system for punching in food orders drawer of a cash register that money is kept in to take out of the restaurant food items that go on top of other food items to add flavour clothing that staff members have to wear staff member in charge of taking orders and serving food and beverages list of groups who want a table to eat at heat food to an enjoyable temperature for eating cooked for longer than average a menu of all of the wine you can order from the glass, litre, or bottle a place where wine is made, tasted, and sold sampling different types of wine

You can either eat in or order food totake-out. Don't forget to do your two-minute check to make sure the steak is cooked properly. There's one termina l in the kitchen and one on the bar. You need a key to open the till and make change. We're just going to order a pizza to go. What type of toppings would you like to have on your pizza? The uniform here is black pants and a white shirt. When I got promoted from a hostess to a waitress I started making tips. We have a twenty minute wa iting listtonight. Would you mind warming up the baby's bottle for me? The meat was so well-done it had no flavour. You will notice that we have a lot of local wine on our wine list. There is another winery up the hill that you might enjoy stopping at. If you are intersted in trying some wines you should go on a wine tasting tour.

terminal noun till noun to go verb toppings noun uniform noun waiter, waitress noun waiting list noun warm up verb well- done adjective wine list noun wine ry noun wine tasting adjective

Food and Drink Vocabulary Quiz 1

I have to birthday. Your

next Saturday because it's my

Click for answ er

will be by in a moment to take a drink order.

Click for answ er

Some of our regulars were so drunk they had to be and sent home in taxis.

Click for answ er

Can you bring table two some their dinner?

so they can eat

Click for answ er

I'll write down that I started at nine o'clock, because I forgot to .

Click for answ er

The cheese on these nachos isn't

enough.

Click for answ er

We have two domestic and two imported beers on .

Click for answ er

8 9

I'll take a gin and soda Seniors get a

. on food, but not on liquor.

Click for answ er

Click for answ er

10

The reservation requested a available at seven.

if there's one

Click for answ er

Serving a Table> Serving a Table Are you ready to take your first table? Here are some questions that you may need to ask your guests. Fill in the blanks with the appropriate word. Check your answers and then move on to the guests' responses. appetizercookeddecidedfinishedinterestneedingsaveseparate chequesso farspecials 1. 2. 3. Can I Has everyone anyone in a cold beverage to start? , or do you need a few more minutes with the menus? ?

Would you like to hear today's

4. 5. 6. 7. 8. 9. 10.

Is anyone interested in soup or salad as an How would you like your steak Is there anything else you'll be And how is everything Are you all Did anyone ? with your plate? room for dessert tonight? ? ? just now?

Is this all together, or would you like

How well did you do? 10 Excellent! 7-9 Very Good! 4-6 Good try :) 0-3 Try again :( Understanding your Guests> Understanding the Me nu If you are going to be working in a restaurant, it is important that you understand the menu. Different menus use different words to mean the same thing. They also use certain words to make food sound more delicious. It isn't just the server who should know the menu. Hosts, bartenders, and bussers may also get asked questions about the menu from the guests. Cooks have to know the menu inside-out as well. After all, if an item says it is smothered in mozzerella cheese it can't just have a sprinkling of cheddar. Most menus are divided into sections. You may need to help a guest find the entrees, or desserts. A guest might call a drink a beverage or a refreshment. Learn the different terms that are used so that you can understand and serve your guests promptly and accurately. Menu Section Also Known As Appetizers Appies, Finger Food, Combo Platters, Snacks, Starters Garden Fresh, Greens, Light Fare, Lighter Favourites, Low Calorie Choices, Low-fat Selections Example Items Garlic Bread, Cheese Plate, Nachos Tossed Salad, Caesar Salad, Soup of the Day

Salads (and Soups)

Sandwiches

Burgers, From the Deli, From the Grill, Lunch Grilled Chicken Sandw ich, Veggie Menu, Wraps (Garden) Burger, Steak Sandw ich Noodles, Pasta, Pizza Spaghetti, Pepperoni Pizza, Fettucini New York Steak, Chicken Stirfry, Hearty Stew French Fries, Rice, Grilled Veggies Fish and Chips, Battered Shrimp, Smoked Salmon Fajitas, Nachos, Enchilladas BBQ Ribs, Hot Wings, Chicken Cordon Bleu Apple Pie, Mocha Cheesecake, Banana Split Soda Pop, Juice, Milk

Italian

Main Course

Entre, Dinners, Main Dish, Main Event

Sides

Accompaniments, On the Side, Side Dishes

Seafood

Catch of the day, Fish, Fresh from the Sea

Mexican Specialties

South of the Border, Tex-Mex Signature items, Favorites, Pleasers, 5 Stars

Desserts

Sweets, Treats, For the Sweet Tooth

Beverages

Drinks, Non-alcoholic beverages, Ref reshments Coolers, Draft, Liquor, Specia lty Drinks, Spirits, From the Bar Juniors, Kids Stuff, Little Tikes, For the Munchkins

Wine and Beer

House Wine, Jug of Beer, Peach Cider Spaghetti and Meatballs, Cheeseburger, Chicken Fingers

Kids Me nu

Descriptive Words and Expressions on a Menu Menus often contain special language to make items sound delicious. These words and expressions can also convince the guests to order more food, such as appetizers or dessert. It is useful for servers to learn these expressions in order to sound more know ledgable and achieve better sales. In many English speaking countries, especially North America, having higher sales means earning better tips.

Description available with

Meaning Guests can have this food served a different way. Guests can have more without paying. many large pieces of meat or vegetables covered in a sauce (often before cooking) makes a crunchy sound when you chew a small amount of liquid poured over top final step of the food preparation

Example item All burger selections are available with whole wheat buns. Coffee and tea is bottomless.

bottomless (free refills) chunky

A steaming bow l of chunky vegetable soup Breast of chicken coated in teriyaki sauce

coated in, glazed

crispy

Caesar salad with fresh lettuce and crispycroutons Apple pie and vanilla ice cream drizzled withbutterscotch A generous portion of spaghetti and garlic tomato sauce, finished with homemade meatballs All omelettes are made w ith three fresh egg whites. Our dinners are ga rnished w ith fresh parsley and seasonal fruit. All sandwiches are served w ith a generous portion of fresh cut fries.

drizzled with

finished with

fresh

just off the farm/ out of the garden/ decorated with

garnishe d with

generous portion, heaping, loade d with home style, homemade, made from scratc h juicy

a large amount of

from a recipe (not a package)

Try our chef's homemade chili with fresh baked bread.

with liquid remaining for taste

Garden salad w ith juicy tomatoes, cucumbers, and onions Our fish is lightly batte red in beer.

lightly breaded,

rolled in bread crumbs, eggs,

battered marinated in

or other mixture and c ooked left in fridge to soak up sauce/juice/flavoring variety, mixture Our steaks are marinated in a rich peppercorn sauce. A vegetable medley tossed in olive oil and served over rice Finish your meal off with one of our mouth watering desserts. A ginger chicken stir fry served on a bed of rice Ask your server about our seasona l fruit pies. Roasted chicken seasoned with fresh basil and oregano

medley

mouth watering

appearance causes mouth to salivate on top of a layer of

on a bed of

seasonal

produce varies at different times during the year herbs and spices added

seasoned with

Matching Exerc ise Match the menu items with the menu section they belong in. 1 Dessert 2 Starte rs 3 Specialties a Big Daddy's Hamburger with fresh cut fries b Homemade Iced Tea c Junior Spaghetti and Meatballs

4 Re freshments d Peach pie a la mode 5 Seafood 6 Sides 7 Kids Me nu 8 Sandwiches 9 Spirits 10 Salads e Mouth watering garlic cheese toast f Loaded mashed potatoes g Chef Br ian's homestyle chili h Lemon and herb glazed Salmon i Seasonal tossed greens j 1/2 litre house white

ANSWERS: 1d, 2e, 3g, 4b, 5h, 6f, 7c, 8a, 9j, 10i

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

half litre/litre highball glass martini glass

a glass container for serving house wine a tall straight glass

mug pint glass pitche r/jug roc k glass/tumbler shot glass sleeve wine glass

a cup or glass with a handle used for hot beverages 20 oz glass for draft approximately 60 oz container for draft or water short glass for mixed drinks 1 oz glass for shots and shooters 12 oz glass for draft

Classic Coc ktails There are many different ways to prepare classic cocktails. Every bar or restaurant has rules about how much alcohol to put in a cocktail and how to build it. The following recipes do not contain specific amounts. Use them to learn the names of the cocktails, liquors, and mixes. Black Russian Bloody Mary vodka, coffee liqueur, on ice (for a white russian-add milk) vodka, tomato juice, tobasco sauce, worchestershire sauce, salt, pepper, celery salt, slice celery, on ice vodka, orange liqueur, cranberry juice, lime, on ice light rum, lime juice, sugar, blended with ice (for a strawberry daquiri use strawberry mix or syrup) vodka, gin, rum, orange liqueur, lemon juice, cola, on ice tequila, lime, salt, blended with ice gin, dry vermouth, (garnish w ith olive) rum,coconut milk, pineapple juice, blended with ice vodka and orange juice, on ice gin, lemon juice, sugar, soda water, on ice

Cosmopolitan Daquiri

Long Island Iced Tea Margarita Martini Pina Colada Scre wdrive r Tom Collins

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

Tequila

golden or clear alcohol, origin Mexico

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

Sample Conversation Bartende r: Hi there. What can I get for you?

Guest:

I need something cold.

Bartende r:

You've come to the right place.

Guest:

Do you have any specials on?

Bartende r:

We have highballs on for half price.

Guest:

Sorry, I meant for beer.

Bartende r:

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

Guest:

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

Bartende r:

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

Guest:

Do you have it in a bottle?

Bartende r:

No, I'm af raid we don't.

Guest:

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

Bartende r:

A pint of Heineken coming up.

Guest:

Actually, you better just make it a sleeve.

Bartende r:

Sure. And should I start you a tab?

Guest:

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

Bartende r:

$5.25.

Guest:

Here's 6. Keep the change.

Bartende r:

Thank you.

Check your unde rstanding 1 Which of the following is NOT on special tonight?
Click for answ er

What does the bartender give the guest to drink?

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How much money did the bartender make as a tip?

Click for answ er

Back of the House Working in the food and beverage industry may also mean working where the food gets stored, prepared, and cooked. The kitchen area, which is also where the dishes get cleaned, is commonly referred to as the back of the house. Whether the establishment is a restaurant, cafe, or fast-food joint, there are a number of different jobs in the back of the house, all requiring different types of English skills. Even though you may not have to deal with English guests directly, you will have to understand their needs. You may also need to communicate with coworkers whose first language is English. Study the expressions, vocabulary, and dialogue and then check your understanding by taking the quiz. bake r: dishwasher: executive che f: food preparation worker: head cook: kitchen manager: line cook: specializes in baking bread and desserts cleans dishes, floors, restroo ms highest cook, trained in culinary arts helps other cooks by doing odd jobs such as slicing and portioning

cook with the most seniority and experience person who is in charge of the staff in the back of the house cook that helps with food preparation, but may not have experience or training specializes in fast-food, simple cooking chef that is second in command, works under and learns from executive/head chef

short order cook: sous che f:

Wait staff to che f Can you put a rush on table two's order? What's the ETA (estimated time of arrival) on the lasagna? How much longer for the roasted chicken? What's the soup of the day? One of my customers wants to know what you put in your cream sauce. Didn't I punch in a garlic bread with cheese? I'm missing three side salads. Table seven said to give compliments to the chef.

My customer says this hamburger isn't cooked enough. Are you too busy to make me a staff meal? How much should I charge for an extra side of salsa? Chef to wait staff Can you run this food? It's getting cold. The special is a rack of lamb with a tossed salad. I can do it, but it's going to cost extra. We just got five orders at once. It's going to be another minute for the rice. Are all of these separate cheques for the same table? Did you want the chicken wings to come up first? You asked for that hot sauce on the side, right? How does your table like their cheesecake? Don't forget to punch in those salads. Taste this soup and tell me what you think. Sample Conversation Executive che f: Get ready. Anna is punching in her order of ten now.

Line cook 1:

Should I get the salads and soups ready?

Executive che f:

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

Line cook 1:

Any holds?

Executive che f:

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

Line cook 2:

Should I get the steaks on the grill?

Executive che f:

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

Line cook 2:

I thought we were all out of fries?

Executive che f:

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

Line cook 2:

No, but I wrote it on the notice board.

Executive che f:

Mary, can you tell Anna there's no fries left for her table's order. Ask her w hat they want instead.

Waitress:

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

Executive che f:

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

Waitress:

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

Executive che f:

Tell them ice cream for dessert is on me.

Check your unde rstanding 1 What is happening in the kitchen?

Click for answ er

Which is true about the salads that were ordered?

Click for answ er

When will the steaks be put down?

Click for answ er

Vocabulary (nouns) Word activities architecture art gallery Meaning things to do design of a building place to look at professional paintings and draw ings places for tourists to see Example se ntence There are lots of activities that the whole family will enjoy. The architecture of this building is typical of the Renaissance age. We are going to visit the art galle rywhere local painters exhibit their art. The water park is our most recentattraction .

attractions

bearings

feeling for understanding one's location/surroundings in an unknow n area area in a city that has many offices a building for royalty a place to worship God things that make life easier

If you're having trouble getting yourbea rings just remember that the mountains are west. Keep in mind that this is the business district so that grocery store may be expensive. No one has live d in this castle since the last king died twenty years ago. The church is the central meeting place in this town. There you will find all of yourconvenie nces, from suntan lotion to shampoo. It's a custom to hang beads in the windows at this time of year. While we are en route to the hotel I will point out the beach and the golf course. If you want to catch a movie while you're here, the enterta inme nt district is off to your left. With the exception of Johnson Street, it is safe to walk around here at night. It may be tough to find parking w ith the car exhibition on this week. Since you have a kitchenette at your hotel you will need to know where thegrocery store is. People often say that the highlight of their trip is the botanical gardens. According to an old legend, a sea monster lives in this lake. We will meet in the lobby at 8 am sharp. The locals are usually happy to show tourists around. This location is the best because you don't need to bother renting a car. I'll give you each a map so you can follow along as we walk.

business district

castle churc h conveniences

custom en route

something people of a region do often on the way

entertainment district exception

a place where there are theatres and concert halls something/someone that does not follow the usual rules or expectations objects (i.e. art) displayed for a short time for the public to view place to buy food to take home

exhibition grocery store/supermarket highlight

the best part

legend lobby locals location map

a person or story know n for a long time front entrance people who live in an area place where something can be found shows roads and directions to places

market monume nt museum necessities

place to buy fresh food and homemade items a statue/structure that honours an event or person a place where historical items are displayed things that people need for every day living the way something appeared from the beginning picture taken with a camera

Every Sunday there is a farmer'smarket on Wade Street. This monume nt honours the men and women who died during the war. The museum charges a small fee for adults, but children are free. We recommend that you only carrynecessities in your purse and leave everything else at the hotel. Except for the roof, this home has been left in its original state. You may not take photographs here, but you can purchase a postcard. The gift shop has many great souvenirs, such as postcards of the beautiful waterfalls. The plane almost missed the runwaybecause it was such a bad storm. The driver has made a request that you throw all of your garbage in the bin at the front on your way out. You will see there are many more eateries to choose from when we head to the restaurant district. It is an old native ritua l to dance during the sunrise. It is impossible to capture the beauty of this scenery in pictures. The original settlers relied on oxen to carry their wares. You may want to save some spending money because we'll be visiting theshopping district this afternoon. This is the site of a very famous battle. The stairwe ll is very steep, so please watch your step. You may be surprised how manystreet people ask you for money.

original state photograph

postcard

a card with a picture on one side(usually an object or place that tourists see) that can be mailed without an envelope things that tourists may want to say or ask something that has been asked for politely part of a town/city with many places to eat tradition, custom, action (religious or cultural) that people do often natural beauty to look at people who first made a home in an area area of town where there are many stores place,location steps going up or down people who live on the street, often begging for money

questions or concerns request

restaurant district

ritual scenery settlers shopping district

site stairway/stairwe ll street people

surroundings

things that you see around you

I hope you enjoy the castle and itssurroundings, including the secret garden. I apologize for my voice today as I have a bit of a cold. Don't forget to bring your vouche r for a free coffee in the hotel lobby. There will be plenty of live entertainment down at thewaterfront. We can peer in the window but I think they are probably closed for the day.

voice voucher

the sound you make when speaking a piece of paper that shows you have paid piece of land next to an ocean, lake, or river glass that you look out

wate rfront

window

Vocabulary (verbs) Word arrive close continue on depart enjoy expect permit proceed raise (a hand) recommend refe r relax showsomeonearound Meaning reach a destination to finish keep going leave have a good experience think that something will be/happen a certain way allow go forward lift suggest suggest sit back and enjoy time in peace take people to see an Example se ntence I am glad to see you all arrived safely. We will close the tour with a view of the city at sunset. If you're all finished looking here, we will continue onwith the tour. The last ferry departs at 4pm, so make sure you don't miss it. I have enjoyed meeting all of you today. You probably weren't expecting to see snow. You are permitte d to have a beverage on the bus, but please do not eat any food. Please proceed all the way to the back of the bus. If you have any questions during the tour, pleasera ise your hand. We recommend that you only keep a small amount of cash in your wallet . I will gladly re fer you to my favourite restaurants, if you are interested. Tomorrow you will have a day to just relax on the beach. When we get to the museum someone else

area sit bac k speak up relax in a seated position talk louder

will show us around. Please sit back and enjoy the bus tour. If you need me to speak up or slow dow n, please let me know.

Vocabulary (adjectives) Word ancient beautiful/gorgeous breathtaking customary dange rous devastating elegant enormous exciting extensive fascinating haunte d heritage inte rnational lovely magnificent popular Meaning very old very nice looking when a view is very impressive traditional not safe very sad, unfortunate attractive, yet simple very large makes one feel very happy/energetic covers a lot very interesting to learn about/see believed to have ghosts living there of historical importance around the world Example se ntence The ancient village has been left untouched. You will find beautiful homemade jewellery in that shop. Under the starlight the waterfall is simplybreathta king. It is customary to shake hands and bow as you enter. It is dangerous to accept a ride from a local. The tsunami was devastating for local hotels. There is an elegant dining room for guests to eat in. This enormous sculpture stands one-hundred feet high. It's so exciting to see new places, isn't it? This house has an extensive history, and you can read more in the brochures. It is fascinating to know how people lived back then. The house is said to be haunted and no one has lived in it for fifty years or more. The government named this school as a herita ge site last year. Every year it is an internationa l celebration, with people coming from as far away as Africa.

very nice (appearance or This is a lovely place to sit and watch the local personality) birds. amazing liked by many This part of town is known for its magnificent wall murals. June is the most popula r time for tourists to come here.

prevalent reconstructed restored safe scenic superb thrilling unbe lievable visible

very noticeable built again returned to its original state not dangerous nice to look at (nature) very good (i.e. service, food, entertainment) exciting too amazing/strange to seem true able to be seen

Crime is prevalent in the old parts of town. The village was reconstructed after the major fire in 1910. All of the antique furniture has been professionally restore d. The water is safe to drink here. We will go up to the balcony for a scenic view of the grounds. The children put on a superb concert at Christ mas time. Cliff jumping is a thrilling experience for those of you who aren't afraid of heights. It is unbe lievable what some of these street entertainers can do. The top of the tower may not be visible because of the fog.

Vocabulary Quiz 1

There are many museum. It is difficult to get your carry a map at all times. The and housewares.

for kids including a zoo and a

Click for answ er

in this city, so please

Click for answ er

will try to sell you their homemade jewellery

Click for answ er

4 5

You will find a free shuttle

with your airline ticket.

Click for answ er

In order to appreciate the of the building, you really need to get off the bus and get closer to it. We're going to be driving by farmland for the next ten minutes or so, so just city. and relax until we're closer to the

Click for answ er

Click for answ er

As you can see, the damage caused by the recent hurricane is very . smoking on the bus at any time.

Click for answ er

We do not

Click for answ er

The north tower is the only part of the castle that has been changed since the early 1900's. We are coming up to the waterfall I mentioned earlier, which in my opinion is the most part of this tour.

Click for answ er

10

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Answering Questions As a tour guide you w ill face new challenges every day. One of the hardest parts of your job may be answering questions. Unlike a speech that you can memorize, you won't always know what questions people will ask. However, you can anticipate certain types of questions and certain ways that questions will be asked. You should also learn how to use variety when you answer questions or respond to comments. You may lose interest in your job if you say the same thing each time. Finally, it is important to know how to politely explain that you don't understand a question. Tour Guide Do you have a question, Sir? Yes? (if you see a hand raised) Is there something I can help you with? I'll try my best to answer your questions. I'm afraid I don't have the answer to that. (Sorry I don't know.) That's an interesting question. I wish I knew the answer. (Sorry, I don't know.) Hmm.That's a tough (difficult) question. I'll have to look into that further. I'll have to ask someone about that. Hmm. I've never been asked that before. Pardon my English; I don't quite understand your question. I'm not sure, but I can find out for you. Tourist Where is the ______ from here? How long has _______ been here? Where are we headed (going)now? What time does _______ stay open until? What else is there to do here? Which _________ do you recommend? Are we allowed to take pictures? What's that over there? (tourist points) Where's the best place to buy _______? My son wants to know if _________? (parent asking a question for shy child) Do you know where the nearest washroom is? Could you tell us where the nearest bank is? You don't happen to have a first -aid kit, do you?

Sample Conversation Guide: Man: Guide: Man: If you have any questions while we're going along, please don't hesitate to ask. I have a question actually. Sure, what's that? Where's the best place to have dinner around here? Well, that's a tough question. There are so many good restaurants. My personal favourite is Spaghetti Alley. How do we get there? I'll point it out when we pass it. It's going to come up on your right in a few minutes.

Guide:

Man: Guide:

Woman: My daughter wants to know if we're going to be be passing any castles today? Castles. No I'm af raid all of the castles are further into the city. We're going to be staying near the coast today. I can give you a map of the city, though. It shows where all of the castles are. Sorry, I have another question. No problem. That's what I'm here for. Are we allowed to take pictures once we get inside the museum? Oh, I'm glad you asked that. I forgot to mention that taking photographs inside the art gallery and the museum is prohibited. However, you can take pictures of the grounds and the outside of the buildings. The architecture is beautiful.

Guide:

Man: Guide: Man:

Guide:

Woman: Oh, and what time will we be stopping for lunch? We'll break around noon and meet back at the bus at 12:45 sharp. Guide:

Check your unde rstanding 1 What does the tour guide recommend?
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What will this tour not be doing?

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What does the tour guide say tourists are prohibited from doing?

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Vocabulary | Vocabulary Quiz | Questions Safety | Places of Interest | Sample Speech Explaining Rules, Safety and Etiquette When giving a tour there may be rules and safety precautions that you need to explain. It is best if you memorize a speech rather than read from a card. People will pay more attention to you and understand you more clearly if you look into their eyes as you speak. After you have explained the rules and safety precautions make sure that guests have understood you, by asking, "Are there any questions about this?" or "Is everyone clear on the rules?". Also, tourists will appreciate any helpful advice you can give them, such as where to exchange their money, what types of transportation to use, and how to obey the traffic rules. Finally, if there are any customs or matters of etiquette that you think tourists should be aware of, this is a good time to let them know. Explaining rules Tour Guide You are strictly forbidden from taking photographs inside the museum. Please stay on the marked path. I'm sure this goes unsaid, but remember to place all trash in the garbage bins. Please pay attention to the time. We don't want to keep the driver waiting. Classes are in session, so we need to keep our voices down. The bus will be leaving at 5:00 pm sharp. You'll have some free time to look around after lunch. Please meet back here in one hour. Explaining safety Tour Guide Please keep your seltbelts fastened at all times. I ask that you keep your hands inside the train. As a safety precaution, please stand behind the yellow line. For your own safety, we ask that you refrain from putting your arms out the window.

Please do not feed the animals. Please remain seated until we come to a full stop. Please stay with your group at all times. Please keep to the sidewalk. I do not recommend swimming here. The water is very rough. We suggest only carrying small amounts of cash. These rules are for your own comfort and safety. Explaining etiquette and customs Tour Guide It is customary in our country to tip the friendly bus driver. In this region we bow rather than shake hands during a first meeting. Though the all-inclusive includes tips for the servers, it does not include tips for the bellboy. To indicate that you want to get on or off the bus simply wave your hand at the driver. Check your unde rstanding. Choose the word that makes each sentence grammatically correct. 1

The tour will begin at 4:00

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I do not system.

using the public transit

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It is on your bed.

to leave a gift for the hotel staff

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Showing Places of Interest Silence can be uncomfortable during a tour. While you can't talk the whole time, you should try to know as much about the history, scenery, and culture (in English) for the places where you are giving tours so that you can keep the tourists interested. If you ever run out of something to say, you can always point out something such as a landmark or a type of tree or flower. Here are some different ways you can point out interest points during the tour. Tour Guide In front of you is... On your right/left you will see... Up ahead... On your left you will see... As we turn the corner here, you will see... In the distance...

If you look up you w ill notice... Off to the north... Look to the east... To your west... In a few minutes we'll be passing... We are now coming up to... As you will see... You may have noticed... Take a good look at... I'd like to point out... Keep your eyes open for... Tourist Questions Is that the...you were talking about? Are we going to pass the...? Are we going to see any...? Is it on the right or the left? I don't see it. Can you point it out again? Did I miss it? Will we see it on the way back? Sample Conversation Guide: It's about a three minute ride up to the top of the mountain. As we pass the two towers the gondolla may sway a little. This thing is safe, right? Yes, you don't have anything to worry about. We do about 100 trips a day up the mountain, and these tours have been going on for over ten years without any acc idents. Keep your eyes open for w ildlife as we ascend. It isn't uncommon to see deer and even bears.

Man:

Guide:

Woman: What's that mountain to the left called? That's Mount Karen. And to the right of that with the three small points is Mount Brown. Now, if you look up straight ahead, you should be able to see a large eagle's nest. Does everyone see it there? Are there any baby birds? That's a good question. I haven't seen any yet, but we usually see them around this time of year.

Guide:

Man:

Guide:

Woman: What's that lake down there, to the right of the green meadow? Guide: I'm glad you asked. That's John Lake. It's actually a man made pond that was built as part of a conservation effort over twenty years ago. During the 70's there was a lot of

clearcutting of forests in the area, and much of the wildlife was lost. Since John Lake was built, ducks, swans, and geese have returned to the area. Man: Is this the highest mountain in this region? No, actually, Mount Heather, which you we will be able to see in just a minute or so has the highest peak. But, this is the highest mountain for recreational purposes like skiing and guided tours.

Guide:

Woman: Can you ski throughout the year? No, it warms up enough to actually suntan up there in the summer. Oh, look everyone. There are two deer feeding in the clearing right below us. Thanks, that should be a great photo. So... what is there to do besides ski at the top of the hill at this time of year? Oh, there's plenty to do. We have horseback riding, snow mobile tours, and a petting zoo for children. If you look to your left you'll see the snow mobile trail going through the mountain.

Guide:

Man:

Guide:

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Which of the following does the tour guide NOT point out during the tour?

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What does the tour guide do after he points out John Lake?

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Sample Tour Guide Speech Listen to a tour guide on a shut tle bus from the airport to the resort. Hello everyone. My name is Luca. On behalf of Suntan Tours I'd like to welcome you all to Los Cabos. The bus ride to your hotel will take about fifteen minutes. Right now I'd like to take a minute to familiarize you with the area and discuss some brief safety precautions. Firstly, I ask that you remain seated until we reach our destination and that you not eat or drink while on the bus. Secondly, please realize that it is against the law to get drunk in public. Enjoy your vacation, but do drink responsibly and do not drink and drive. I promise you are going to enjoy your stay here in San Jose, Los Cabos. This is a beautiful, quiet city where you can relax, sit by the beach, enjoy great meals and feel very safe. You can walk into town and enjoy the fountains or take a moonlit walk along the water. Please do not swim here. This is not a safe place to swim because there is a strong undertow. Cabos San Lucas is the place to go if you want to enjoy swimming in the ocean. You can take a short bus ride from your hotel. There you will also enjoy entertainment and dancing. Suntan tours offers a variety of special discounts depending on your travel plans. We have golf packages, as well as guided whale boat tours, and fishing charters. There will be a short information session at 1pm in the lobby of the hotel tomorrow where you can learn all about these offers. We recommend that you do not purchase packages from street vendors as they are not always 100 percent reliable. They also may charge you more than what they say. Please take my advice and allow Suntan tours to book all of your day trips and activities while you are here. If you need to exchange your dollars into pesos, please use a bank or money exchange. We don't recommend exchanging your money at the hotel because you won't get a fair rate. Some restaurants will accept American or Canadian money, but you are better off to exchange your money and pay with pesos. Or, if you prefer, you can always use your credit cards. Also, if you want to get around the city, or travel to Cabos San Lucas, we recommend that you take the local bus rather than a taxi. The bus costs about one American dollar, and the driver can give you change if you don't have the exact amount. If you do decide to take a taxi make sure that you negotiate a price before you go.

Welcoming tourists:

Describing the location:

Introduc ing special events and offers:

Offering adv ice:

Closing remarks:

We're going to be pulling up to the hotel in just a few minutes. Please sit back and enjoy the view of the ocean on the left hand side of the bus as we enter the city. I ask that you remain in your seats until we have come to a complete stop. Javier will be meeting us at the bus to help you with your bags. Please double check to make sure your bag has been taken off the bus. On behalf of Suntan Tours, have a wonderful vacation in San Jose and I hope to see you tomorrow at the information session.

Check your unde rstanding 1 What does the tour guide say is illegal in Los Cabos?
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What advice does the tour guide give about transportation?

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Where are tourists recommended to exchange their money?

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Vocabulary Word part of speech abnormal adj ache noun/verb acute adj alle rgy noun alle rgic adj ambulance noun amnesia Meaning not normal for the human body pain that won't go away quick to become severe/bad Example se ntence This amount of weight loss isabnorma l for women your age. I can't sleep because my knees ache in the night. We knew the baby was coming right away because the woman's labour pains were acute. Your son is extremely allergic to peanuts. We called the ambulance when Josh stopped breathing.

a body's abnormal reaction to certain foods or environmental substances (eg causes a rash) emergency vehicle that rushes people to a hospital

a condition that causes people to I can't remember the accident

noun amputation noun amputate verb anaemia noun anaemic adj antibiotics noun anti-depressant noun appointment noun arthritis noun asthma (attac k) noun

lose their memory permanent removal of a limb occurs when the body doesn't have enough red blood cells medication that kills bacteria and cures infections medication that helps relieve anxiety and sadness a scheduled meeting with a medical professional a disease that causes the joints to become swollen and crippled a condition that causes a blockage of the airway and makes it difficult for a person to breathe a disease-causing organism

because I had amnesia. We had to amputate his leg because the infection spread so quickly. I have low energy because I amanaemic. My throat infection went away after I started the antibiotics. The anti-depressants helped me get on with life after Lucy died. I've made you an appointment w ith a specialist in three week's time. My grandmother can't knit anymore because the arthritis in her hands is so bad. I carry an inhaler when I run because I have asthma.

bacteria noun bedsore noun benign adj biopsy noun blood count noun blood donor noun blood pressure noun brace noun breech adj

To prevent the spread of bacteria it is important that nurses wash their hands often. If you don't get up and take a walk, you will develop painful bedsores. We're hoping that the tests will show that the lump in your breast isbenign. The biopsy ruled out a number of illnesses. You will be happy to know that yourblood count is almost back to normal. Blood donors have to answer questions about their medical history. High blood pressure puts you at risk of having a heart attack. You will probably always have to wear a brace on your ankle when you jog. We thought it was going to be abreech birth, but the baby turned himself around.

wounds that develop on a patient's body from lying in one place for too long not harmf ul (not cancerous)

removal of human tissue in order to conduct certain medical tests the amount of red and white blood cells a person has a person who gives blood to a blood bank or other person the rate at which blood flows through the body (high/low) a device that holds injured body parts in place position of an unborn baby in which the feet are down and the head is up

broken adj bruise noun bruised adj Caesarean section, C-section noun cancer noun cardiopulmonary resuscitation (C PR) noun cast noun chapel, c hapeline noun

a bone that is divided in two or more pieces as a result of an injury injured body tissue that is visible underneath the skin procedure that involves removing a baby from its mother through an incision in the woman's lower abdomen disease caused by the uncontrollable growth of cells restoring a person's breath and circulation a hard bandage that is wrapped around a broken bone to keep it in place a place where loved ones can go to pray for a patient's recovery; a priest who visits patients in the hospital type of treatment used on cancer patients a virus commonly contracted by children, characterized by itchy spots all over the body a person who determines the cause of death after a person dies requiring immediate and constant medical attention objects that people with injured legs or feet use to help them walk a sac in the body-tissue filled with fluid (sometimes diseased) unable to hear a lack of something necessary for one's health in need of water loss of mental capacity

We thought it was just a sprain, but it turned out his leg was broke n. The woman was badly bruised when she came into the emergency room. The baby was so large that we had to perform a Caesarean section.

There are many different options when it comes to treating cancer. You saved your brother's life by performing CPR. My leg was in a cast for graduation.

If you want a place to pray, thechapel is on the third floor.

chemothe rapy noun chic kenpox noun corone r noun critical condition noun crutches noun cyst noun deaf adj defic iency noun dehydrate d adj dementia

My mother has already had three rounds of chemothe rapy. It is best to get chickenpox as a child so that you don't get it worse as an adult. We only call the corone r if we think a death is suspicious. You can't see her right now; she's inc ritical condition. I'd rather hop on one foot than usecrutc hes. We're going to remove the cysts just to be on the safe side. The accident left the patient bothdeaf and blind. The tests show that you have an ironde fic iency. It is easy for the elderly to become dehydrated in this heat. It is hard to watch a loved one

noun diabetes noun diagnosis noun discomfort noun disease noun dislocated adj emergency noun ER (eme rge ncy room) noun external adj false negative noun adj family history noun fatal adj fever noun feverish adj flu (influe nza) noun fracture noun fractured adj germ noun genetic adj type of disease typically involving insulin deficiency medical explanation of an illness or condition experiencing pain a medical disorder that is harmful to a person's health when a bone is temporarily separated from its joint a medical problem that needs immediate attention the hospital room used for treating patients with immediate and life-threatening injuries on the outside

suffering with dementia. People with diabetes have to constantly check their blood sugar levels. The doctor would prefer to share thediagnosis with the patient himself. This pain medication should relieve some of your discomfort. I understand that this disease runs in your family. You will have to wear a sling because of your dislocated shoulder. It is important that children know which number to dial in case of anemerge ncy. The child was rushed into the ER after he had a severe allergic reaction to a bee sting. This cream is for external use only. Do not get it near your ears, eyes, or mouth. We had two false negativepregnancy tests, so we didn't know we were having a baby. The doctor was concerned about my family history of skin cancer. The doctor made a fatal error when he wrote the wrong prescription. He is very feverish, and his temperature is near danger point. People who have the flu should not visit hospital patients. Your wrist is fractured and needs a cast. Flowers are not allowed in the ward to avoid the risk of germs being brought in. The disease is part genetic and part environmental.

a test that incorrectly comes back negative medical background of a person's family members causing death higher than normal body temperature many types of respiratory or intestinal infections passed on through a virus broken or cracked bone a micro-organism, especially one that causes disease a medical condition or physical feature that is passed on in the family

growth noun heart attack noun HIV noun hives noun illness noun ill adj immune system noun immunizationnoun immunize verb incision noun inconclusive adj infant noun infection noun infected adj inflamed adj injury noun inte nsive care unit (ICU) noun inte rnal adj itchy adj IV noun lab results

a ball of tissue that grows bigger than normal, either on or under the skin instance in which blood stops pumping through the heart the virus that infects the human T-cells and leads to AIDS bumps that appear on the surface of the skin during an allergic reaction general term for any condition that makes a person feel sick for a certain period of time the parts of the body that fight diseases, infections, and viruses

That growth on your shoulder is starting to worry me. People who smoke are at greater risk of having a hea rt attac k. HIV can be passed down from the mother to her fetus. I broke out in hives after I ate that potato casserole. Her illness went away when she started eating better. You can't have visitors because yourimmune system is low.

an injection that protects against Babies are immunize d three times in a specific disease their first year. cut in the body made during surgery unclear young baby diseased area of the body (viral or bacterial) appearance (red and swollen) of an injured body part damage to the body section of the hospital where patients get constant attention and doctors rely on specialized equipment under the skin, inside the organs feeling discomfort on the skin's surface a tube that pumps liquids and medication into a patient's body tests that come back from a I had to have stitches to close theincision. We have to do more x-rays because the first ones were inconc lusive. The nurse will demonstrate how to bathe an infa nt. The wound should be covered when you swim to prevent it from becoming infected. My right ankle was so inflamed it was twice the size of my left one. Her injuries were minor; just a few cuts and bruises. She will remain in the ICU until she can breathe on her own.

The doctors will be monitoring her for any inte rna l bleeding. If you are allergic to this medication your skin will get red and itchy. The toddler was so dehydrated that the doctor decided to get him on anIV. The lab results have come in and

noun lab (laboratory) noun life support noun life-threatening adj light-headed adj malignant adj medical school (med. school) noun newborn noun numb adj OR (ope rating room) noun operation noun operate on verb

laboratory and help doctors make a diagnosis place where samples of blood/urine etc. are taken for testing a machine that keeps patients alive by helping them breathe when injuries and conditions are extremely serious feeling of dizziness and being off-balance, caused by lack of oxygen in the brain expected to grow and get much worse (especially related to cancerous cells) place where someone trains to be a doctor an infant that is less than three months old no feeling in a certain body part the place where major surgeries and operations take place a medical procedure that involves going inside a person's body in an attempt to fix a problem strong discomfort in certain areas of the body type of medicine that takes away some or all of the discomfort of an illness or injury unable to move certain areas of the body a person staying in a hospital or medical facility a person who fills a doctor's prescription and gives people advice about medication a place where people go to buy

you are free to go home. I'll take these samples down to thelab on my way out. The woman has severe brain damage and is currently on life support. The victim was shot in two places but the bullet wounds are not lifethreatening. If you are feeling lightheaded again, lie down and call me. I'm afraid at least one of the tumours is maligna nt. After eight years of medical school I can finally practice medicine. You have to support her neck because she is still a newborn. The needle will make your lower body feel numb. You must wear a face mask and gloves while you are in the OR. The operation lasted seven hours, but it was successful.

pain noun pain kille r, pain reliever noun paralyzed adj patient noun pharmac ist noun pharmacy, drugstore

We gave your husband some medicine to relieve some of the pain. You can take two pain killers every four hours. We thought her legs were para lyzedfor life, but she is learning how to walk. The patients in Room 4 are not getting along. Ask the pharmac ist if there is a generic brand of this medication. You should be able to buy a bandage

noun physician noun poison noun poisonous adj prenatal adj prescriptionnoun prescribe verb privacy noun private adj radiation noun reside ncy reside nt noun routine chec k-up noun scrubs noun scrub up verb second opinion noun seizure noun

medication and other medical supplies doctor a substance that is very dangerous if it enters the human body of the time period leading up to giving birth the correct amount and type of medication needed to cure an illness or relieve symptoms being alone; personal (eg test results) high energy X-rays that destroy cancer cells part of a doctor's training that takes place in the hospital; a student working under a doctor a doctor's appoint ment to check a person's general health plain uniform (usually green, white, or blue) worn by medical professionals carefully wash hands before and after seeing a patient input from a second doctor about an illness or symptom sudden violent movements or unconsciousness caused by electrical signal malfunction in the brain body not getting enough blood flow other symptoms that might occur as a result of a certain medication or procedure painf ul

at the pharmacy. Ask your family physicia n to refer you to a specialist. The child was bitten by a poisonoussnake. The woman was well prepared for labour because she took theprenatal classes. You will need to visit your doctor to get another prescription. You will have to pay for a privatehospital room if you don't want a room- mate. If the radiation doesn't kill all of the abnormal cells, the cancer will come back. John is a resident under Dr Brow n.

I'd like to see you a year from now for a routine chec k-up. I have some extra scrubs in my locker. I have to scrub up and get ready for surgery. I went to another doctor to get asecond opinion about these headaches. People who suffer from epilepsy are prone to seizures.

shock noun side e ffects noun sore adj

The woman was in shoc k after being pulled from the river. One of the side effects of antidepressants is a loss of appetite. I have a sore throat and a runny nose.

spasm noun specialist noun sprain noun/verb stable condition noun sting noun/verb stress noun stressed adj swelling noun swolle n adj

the uncontrollable tightening of a muscle a doctor that is an expert in a certain kind of medicine an injury (less serious than a break) to a joint (ankle, wrist, knee etc) a patient is stable if their medical condition is no longer changing rapidly sharp, temporary pain worry that causes muscles to tighten and blood pressure to rise ligaments (parts that hold the joints together) growing bigger and rounder after an injury to a joint pain or physical changes that occur because of an illness or disease amount of heat measured in a body; higher than normal temperature painf ul when touched or used medical information that helps doctors understand a patient's condition or body treatment aimed at improving a person's mental or physical condition moving of an organ from one human to another a test that examines the body's internal organs and processes using sound waves (often used during pregnancies) the lifeline from the mother to the fetus (when cut at birth this forms the belly button) alive, but appearing to be asleep

Ever since I injured my leg I've been having muscle spasms in my upper thigh. My family doctor is sending me to aspecialist. I spra ined my knee playing soccer.

You can see your husband now; he is in a stable condition. It may sting when I insert the needle. You need to take some time off work and relieve some of your stress. I knew my ankle was sprained because it was so swolle n.

symptoms noun temperature noun tender adj test results noun therapy noun transplant noun ultrasound noun

You have all of the symptoms of a diabetic. We brought Jesse to emergency because he was running a (high)tempe rature. The incision was tende r after the surgery. The test results came back negative. You aren't pregnant. I was able to go back to work a few weeks after starting the therapy. The heart transpla nt saved your life. The ultrasound shows that we are expecting a baby boy.

umbilical cord noun unconscious

I had an emergenc y C-section because the umbilica l cord was wrapped around the baby's neck. I hit my head on the steering wheel

adj urine sample noun vein noun virus noun visiting hours noun vomit noun/verb ward noun wheelchair noun wound noun wounded adj x-ray noun/verb

and unaware of the surroundings a small amount of the body's liquid waste that is tested for different medical reasons the thin tubes that transport blood around the body and back to the heart a dangerous organism that causes the spread of minor and major diseases time of day when friends and family are allowed to visit patients in hospital discharge of a person stomach contents through the mouth a section of a hospital or health facility where patients stay a chair on wheels used for transporting patients from place to place injury to body ("flesh wound" means not deep) a photograph of a person's bones and organs

and was still unconsc ious when the ambulance arrived. The urine sample tells us how much alcohol is in your blood. I'm just looking for the best vein in which to insert the needle. The virus is contractable through the exchange of bodily fluids. I'm afraid you'll have to come back during visiting hours. The pregnant woman can't stopvomiting. I should warn you that we're entering the mental health ward. If you get in the wheelc hair I'll take you down to see the garden. The wounded soldiers are being airlifted to the hospital. The technician took x-rays of my shoulder to make sure it wasn't broken.

Vocabulary Quiz 1 You shouldn't drive because this medicine might make you feel 2 The children's hospital. . is located on the fourth floor of the
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Discontinue using this cream immediately if it makes you feel . .

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4 5

Your blood count is abnormal, so you may have The doctor wrote me a reliever.

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for a new type of pain

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6 depression. 7 The pregnant.

from this medication include nausea and

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suggests that your wife is seventeen weeks

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The patient has asked for some is visiting. The physician will be monitoring your sure it isn't cancerous. You couldn't have inherited the disease because it is not .

while her family

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to make

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10

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Human Body One of the first things you need to know when working in English is the parts of the body. You will need to learn the names of the internal (inside the skin) and external body parts. You will also need to learn the words for the functions of each of these body parts. Here are the basics to get you started. Head Inside the head is the brain, which is responsible for thinking. The top of a person's scalp is covered with hair. Beneath the hairline at the front of the face is the forehead. Underneath the forehead are the eyes for seeing, the nose for smelling, and the mouth for eating. On the outside of the mouth are the lips, and on the inside of the mouth are the teeth for biting and the tongue for tasting. Food is swallowed down the throat. At the sides of the face are the cheeks and at the sides of the head are the ears for hearing. At the bottom of a person's face is the chin. The jaw is located on the inside of the cheeks and chin. The neck is what attaches the head to the upper body. Uppe r Body At the top and front of the upper body, just below the neck is the colla r bone. On the front side of the upper body is the chest, which in women includes the breasts. Babies suck on the nipples of their mother's breasts. Beneath the ribcage are the stomach and the waist. The navel, more commonly referred to as the belly button, is located here as well. On the inside of the upper body are the heart for pumping blood and the lungs for breathing. The rear side of the upper body is called the back, inside which the spine connects the upper body to the lower body. Uppe r Limbs (arms) The arms are attached to the shoulde rs. Beneath this area is called the armpit orunderarm. The upper arms have the muscles known as triceps and biceps. The joint halfway down the arm is called the elbow. Between the elbow and the next joint, the wrist, is the forearm. Below the wrist is the hand with four fingers and one thumb. Beside the thumb is the index finger.

Beside the index finger is the middle finger, followed by the ringfinger and the little finger. At the ends of the fingers are finge rnails. Lower Body Below the waist, on left and right, are the hips. Between the hips are the reproductive organs, the penis (male) or the vagina (female). At the back of the lower body are the buttoc ks for sitting on. They are also commonly referred to as the rear end or the bum (especially with children). The internal organs in the lower body include the intestines for digesting food, the bladde r for holding liquid waste, as well as the liver and the kidneys. This area also contains the woman's ute rus, which holds a baby when a woman is pregnant. Lower Limbs (legs) The top of the leg is called the thigh, and the joint in the middle of the leg is the knee. The front of the lower leg is the shin and the back of the lower leg is the calf. The ankle connects thefoot to the leg. Each foot has five toes. The smallest toe is often called the little toe while the large one is called the big toe. At the ends of the toes are toenails. Human Body Quiz 1 2 3 4 5 6 7 8

Your tonsils can get swollen when you have a sore The My Dad's little is located in the middle of the arm. was lost in the accident.

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The patient lost so much weight his We'll put a cool cloth on your Another word for belly button is The newborn is getting his She may never walk again because her injured. The road.

were sunken in. to get your fever down. . changed in the nursery. was so badly

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on his knee was scraped off when he hit the

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10

Your grandfather will be able to walk better after his surgery.

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Medical Supplies and Tools Here is a list of some of the most common supplies found in doctor's offices, operating rooms, and medical kits. Study the vocabulary and try the matching exercise. antiseptic bandage liquid used to sterilize (clean) the surface of the skin a cloth covering that is placed over a wound to prevent bleeding, swelling and infection tool used to cut bandages a tool that measures the force of blood flow through a person's body protective covering that is placed over a wound a thin roll of stretchy material that is sticky on one side a poster of letter, word, and number combinations of various sizes used to test a person's eyesight instrument used during operations and medical procedures (assists the doctor in pulling, holding, and retrieving) thin, netted material used for dressing wounds sharp pointed metal piece that pricks the skin (attached to a syringe), used for taking blood or administering medicine the pouch that contains liquids to be pumped into a patient's body small plastic measuring cup equipment that makes small things appear larger than they are a device used for looking into a patient's ears equipment that fits over the nose and mouth and supplies oxygen an object that is used to separate the doctor and patient from others in an open room a device that measures a person's weight equipment for listening to a person's heart and lungs a cylinder-shaped piece that attaches to a needle and can be filled with liquid paper that is placed on an examining table or head-rest to prevent the spread of germs glass cylinder that is filled with blood or other liquids and can be capped and placed in a storage area

bandage scissors blood pressure monitor dressing elastic tape eye chart forceps

gauze hypodermic needle IV bag medicine c up microscope otoscope oxygen mask privacy screen

scales stethoscope syringe table and head-rest paper test tube

thermomete r vial

an instrument used to check a person's body temperature a small bottle or container used for storing liquids

Matching Exerc ise Match the comments with the supplies that are needed: 1 2 I can't catch my breath. Pre pare the examining table for the next patient. a table and head-rest paper b thermometer c oxygen mask d hypodermic needle e bandage scissors f scales

3 We'll have to get a blood sample. 4 I need to sterilize the wound. 5 We'll have to feed him with liquids. 6 Let's find out your weight. 7 I need to examine the patient in private.

g eye chart h antiseptic i j IV bag privacy screen

8 Let's c heck your v ision. 9 Let's see if you are running a fever. 10 Can you cut this gauze for me? Answers: 1c, 2a, 3d, 4h, 5i, 6f, 7j, 8g, 9b, 10e

Medical Specialists Medical specialists are experts in certain fields of medicine. They either treat specific parts of the body, such as the back or the brain, or they specialize in certain diseases, such as cancer. Family doctors keep a list of local specialists and can help patients choose the right specialist for each medical issue. In many cases specialists require a refe rra l from a family doctor before they will see a patient. Here is a list of the most common types of specialists. Study the list and then check your understanding by taking the quiz. alle rgist: anesthesiologist: cardiologist: chiropractor: dentist: specializes in determining food and environmental allergies specializes in pain prevention during surgery heart specialist back specialist tooth specialist

dermatologist: fertility spec ialist: gynecologist: massage the rapist: midwife: naturopath: neurologist: obstetrician: occupational therapist: oncologist: ophthalmologist: pediatric ian: physical the rapist: podiatrist: psychiatrist: radiologist:

skin specialist helps people who have difficulty getting pregnant specializes in women's needs specializes in muscle relaxation helps women deliver babies in a natural way specializes in natural cures and remedies brain specialist specialist for pregnant women specializes in workplace health tumour specialist, including cancer specializes in eye diseases specialist for babies and children specializes in the body's movement foot specialist specialist in mental health specializes in imaging tests

Re ferral Quiz Read the patient complaints. Which specialist does each patient need? 1 I have a terrible rash on my arms and legs. I think I'm allergic to dairy food, but it also might be grass.

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My husband and I just took a home pregnancy test, and it came out positive. We want to know when we are due and we want to make sure the fetus is healthy.

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I still can't walk and it's been three months since my accident. I hate being stuck in a wheelchair.

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The test results show that I have an advanced form of blood cancer.

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My left eye has an infection that won't go away and my vision has been blurry for two weeks now.

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I don't want to take any drugs that will cause me to become addicted to them, but I do need some sort of pain relief.

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I've been having major chest pains this week. I'm also having trouble breathing.

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I get terrible acne and I have tried all of the products in the pharmacy. I don't know what to do now.

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My baby is not developing properly. She hasn't put on any weight in two months and she keeps getting ear infections.

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10

My husband and I have been trying to get pregnant for three years. We have tried everything that the books suggest.

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Doctor's Diagnosis Physic ian Your test results have come in. I'm afraid the prognosis isn't good. You have a long road to recovery. We have several options to discuss. The blood test came back negative. The transfusion was a success. It looks like you're ready to go home. I'd like to keep you here over night. We'll know more in a few days. You're not in the clear yet. We've ruled out diabetes. I'm hoping to get to the bottom of this soon. Patie nt I don't understand what this means. Am I going to need surgery? Is it good news or bad? When will the tests results come in? How long do I have to stay in the hospital? What is the success rate? Are they going to run more tests? Is this a common problem for people my age? I'd like to discuss other options. I'm going to get a second opinion. Sample Conversation Doctor: Hi Jessica. How are you feeling today?

Patie nt: A bit better. Doctor: That's good to hear. Are you still feeling nauseous?

Patie nt: No, I haven't felt sick to my stomach since you switched my medication. Doctor: Great. Say, your test results came in this morning.

Patie nt: It's about time. Is it good news or bad? Doctor: I guess it's a bit of both. Which do you want first?

Patie nt: Let's get the bad news over with. Okay. It looks like you're going to need surgery to remove the tumour from your leg. After the operation you're going to have to stay off your feet for at least three weeks. That means no soccer.

Doctor:

Patie nt: I was afraid you were going to say that. Now for the good news. The biopsy shows that the tumour is benign, which means it's not cancerous. We're going to take it out anyway just to be on the safe side.

Doctor:

Patie nt: Wow, that's a load off my mind. Thanks Doctor. Doctor: Don't get too excited. We still need to get to the bottom of all of this weight loss.

Patie nt: I've probably just been so worried about this stupid lump. These things often are stress related, but we're still going to do a few blood tests just to rule a few things out.

Doctor:

Patie nt: Things like what? Cancer? Doctor: Actually, I'm thinking more along the lines of a food allergy.

Check your unde rstanding 1 Why did the woman have to switch medication?
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What bad news does the doctor give the patient?

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What medical procedure did the patient already undergo?

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Visiting Hours Part of being a nurse, involves dealing with the people who are close to your patients. When a patient is staying in a hospital or other health facility, it is often necessary to welcome, monitor, and inform visitors on a daily basis. In many cases you may form stronger relationships w ith the patients' visitors than the patients themselves. Depending on the condition of the patient, certain loved ones will be allowed to visit, while others w ill not. It is a difficult time for people who have loved ones in the hospital. Show ing them compassion and explaining the rules is much easier if you have the necessary English skills. Study the different people that may come to visit the patient. Then read some typical concerns and questions that visitors may have, and some appropriate responses that you may be able to give them. Immediate family Mother and Father (patient's parents) Husband or Wife (the man or woman the patient is married to) Son and Daughter (children of the patient, boy and girl) Brother and Sister/siblings (other children of the patient's parents) Extended family Grandmother and Grandfather (mother and father of patient's parents) Aunt and Uncle (brother and sister of patient's parents) Niece and Nephew (girl and boy child of patient's siblings) Cousins (children of patient's aunt or uncle) Friends and othe r loved ones Best friend (patient's closest friend) Room- mate (a person the patient lives with) Neighbour (a friend who lives near the patient) Co-worker (a person who works with the patient) Boyf riend or Girlf riend (the man or woman the patient loves/dates) Fianc (the man or woman the patient is engaged to marry) Questions and Concerns of Loved Ones We're Michael's grandparents. Could you tell me which room Mrs Smythe is in? Is my child going to be okay? When can we speak with the doctor? What time are visiting hours? I'm trying to locate my sister. (I'm trying to find my sister's room.) Is there anything you can do to make him more comfortable. My child would like something to drink. Is there somew here I can lie down for a while. Could you tell me where the chapel is? Please tell her to get well soon.

Questions and Responses from Nurses What is your relation to Jessica? You'll have to come back during visiting hours. Ms Lee is too tired for visitors. Room 7 is down the hall to your right. I'll give you two some privacy now. Does your daughter need anything? I'm afraid she's not having a very good day today. We do the best we can around here. There's a quiet room for families down the hall. The doctor would like to have a word with you. (The doctor wants to speak to you.) She's doing much better this morning. He's in isolation because of the transplant. We had to transfer your mother-in-law to the ICU. It's in your brother's best interest. Sample Conversation Nurse : I'm afraid visiting hours are over, sir

Visitor: My wife's in room 3B. Nurse : Sorry, you'll have to come back in the morning.

Visitor: And leave her all alone overnight? Nurse : I'm afraid that's the policy, sir.

Visitor: Surely you can make an exception? What if she needs me in the night? Nurse : Don't worry, we'll look after her. What she really needs is her rest.

Visitor: Some of her friends want to see her too. When can they come? Visiting hours are from 9 to 11 in the morning and 4 to 7 in the evening, but I'm afraid while your w ife is on bedrest the doctor has requested that only immediate family members come in to see her.

Nurse :

Visitor: Can't her friends even stop by to bring her flowers? Flowers are not permitted in this ward. We just can't risk any germs that might come in with them.

Nurse :

Visitor: Well, I guess it's all in her best interest. Nurse : Thanks for understanding. Now, I'm going to bring your wife her dinner. Why don't you

head home and get something to eat yourself? Visitor: Okay. I really hate to leave her, but that's probably a good idea. She's in good hands here. I'll tell her you were here and that you'll see her in the morning.

Nurse :

Check your unde rstanding 1 What is the man's relatio n to the patient?
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Why does the nurse send the man away?

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The nurse thanks the man because...

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Booking a Doctor's Appointment Patie nt I need to make an appoint ment. I need to see the doctor. When is the doctor free? I need to renew my prescription. Do you think the doctor could squeeze us in today? I need to make an appoint ment for my husband. My child needs to come in for a check-up. The doctor wants to see me again in two week's time. Receptionist What is your chart numbe r? What is the appoint ment regarding? Which day/what time is good for you? Is January the 3rd okay with you? How does four o'clock sound? We'll see you then. I'm sorry the doctor is not taking new patients. We'll call you if there are any cancellations. We're running an hour behind schedule. Dr Jones is away. You'll be seeing Dr Lindsay.

Sample Conversation Receptionist: Doctor's office. Jane speaking. How can I help you? Caller: I need to make an appoint ment with Dr. Harris.

Receptionist: Do you know your chart number? Caller: No, sorry. It's at home and I'm at work right now.

Receptionist: No problem. What's your name, please? Caller: George Mason.

Receptionist: Okay Mr Mason. Hold one moment while I grab your chart, please. Caller: Sure.

Receptionist: Thanks for waiting. Now, what do you need to see the doctor about? Well, I've been fighting a cold for more than a week, and I think I might have a chest infection or something. My cough is getting worse each day.

Caller:

Receptionist: Hmm. Doctor Harris is off tomorrow. Do you think it can wait until Wednesday? Oh, I was really hoping to get in today or tomorrow in case I need some antibiotics. Maybe I'll have to go to the walk-in-clinic instead. Actually, we had a cancellation for 2:00pm today if you can get away from the office. Gee, it's almost 1:00pm already. I think I can make it if I leave right now. We're running a bit behind schedule, so you can probably count on seeing the doctor around 2:30. That's great. Thanks for fitting me in.

Caller:

Receptionist:

Caller:

Receptionist:

Caller:

Receptionist: No problem, Mr. Mason. We'll see you in an hour or so.

Check your unde rstanding 1 Why does the caller phone the doctor's office?
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Which is true about George Mason?

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When will the doctor see Mr Mason?

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Vocabulary Vocabulary part of speech arrest verb assailant noun at large (on the loose) preposition + adjective armed and dange rous adjective back-up noun bail noun baton (night stick) noun book someone verb break into verb burglar noun cell noun Meaning take into police control person who assaults or attacks not caught, running free Example se ntence My partner arrested the man who set fire to the building. Did you see the assailant run away? I'm afraid that the man who robbed the bank is still at large.

is carrying a weapon and has a Do not approach the thief if you see him. violent background He is considered armed a nd dangerous. police that are called in to support or help large amount of money that someone pays as a promise to appear in cour heavy stick that police use for controlling crowds or defending themselves register someone as a criminal enter a residence, car, or business illegally a person who breaks into a home or business and steals items individual room in a jail/prison We're calling for bac k up now that we know she has a gun. Your husband's bail is posted at 20, 000 dollars. No, we don't carry guns. We only have batons. We're taking your brother down to the station to book him. Do you have any idea who would have broken into your car? We think the burglar got in through your chimney. We'll have to keep you in a cell until someone comes to pay your bail.

convict noun cop/coppe r noun criminal record noun crime scene noun cruiser (squad car) noun (in) custody noun DUI/DWI

a person who is doing (or supposed to be doing) jailtime police officer (common slang) a file that lists all of the crimes a person has committed the place where a crime happened police car

Please be aware that there is a convict on the loose. Did somebody here call the cops? We don't allow anyone with a criminal recordinto our country. Please stay outside the yellow tape. This is acrime scene. Please step out of your vehicle and get into the police cruise r. You will be happy to know that we have taken the kidnapper into custody. Your record says that you have two previous DUIs.

under police control (Driving Under the Influence/Driving while Intoxicated). Driving after drinking too much alcohol police officer responsib le for solving crime receive punishment for a crime by spending time in jail argument/trouble in the home(often leads to violence) get away from a holding place a major crime (e.g. murder) money that a person pays for breaking a law marks left by fingers that identify a person weapons that shoot

detective noun do time verb + noun domestic dispute adjective + noun escape verb felony noun fine noun finge rprints noun firearms noun gang noun guilty adjective handc uffs noun

The detective is going to ask you a few questions about the man's appearance. You won't be required to do a ny time but you will have to pay a fine. We've had a number of calls reporting adomestic dispute in your hotel room. If you try to escape we will have to restrain you with handcuffs. Murder is considered a felony and is punishable by life in prison. You can get charged a large fine for speeding in a school zone. We're going to have to check your personal belongings for finge rprints. It is illegal to carry unregistered firea rms such as rifles and pistols. Stay away from this area at night as there is a lot of gang activity. You will be considered innocent until you are proven guilty.

a group of people often associated with crime and drugs responsible for a crime, deserving of punishment

metal rings that attach to We put your boyfriend wrists to keep criminals (or the in ha ndcuffs, because we saw him accused)from escaping climbing through your window and thought

he was an intruder. innocent adjective intruder noun jail (prison) noun misdemeanor noun noise complaint noun partne r noun not responsible for the crime We'll believe you are innocent when you show us your receipt for the items in the bag. Someone called to report an intrude r on the third floor. The guards will be patrolling the prison all day long. Stealing a road sign is considered amisdemeanor,but is punishable by a large fine. Two of your neighbours have made a noise complaint tonight. I'm going to get you to tell your story to mypa rtne r. We always patrol the downtown core on the weekends. The perpetrator is still at large. Beware of pic kpoc kets on the subway.

a person who enters a home or business illegally a place where criminals are confined a minor crime (punishment is usually a fine or less than one year in jail) a call to the police to complain of disturbing noise (usually music or a party) another officer that a policeman drives and works with observe and protect an area person who committed the crime a thief who steals from people's pockets in transit or in crowds a hand held firearm the act of searching for radio wave transmission that helps police track cars and map crime scenes theft; taking something that does not belong to you, often with force

patrol (on patrol) verb perpetrator noun pic kpoc ket noun pistol noun pursuit noun radar noun/adjective robbe ry noun speeding tic ket noun steal verb street crime noun thie f

Our local cops carry pistols but rarely use them. We are in pursuit of a man in a green jacket and orange pants. According to our rada r you were driving well above the speed limit. We have twenty officers investigating the bankrobbe ry.

a fine given to a driver who Your license shows a clean driving record gets caught driving beyond the except for one speeding tic ket from five speed limit years ago. to take something that does not belong to you crime such as drugs and prostitution somebody who steals Do you know who stole your wallet? Don't give the beggars any money. You will only be promoting street c rime. We have found the thief who stole your

noun walkie-talkie noun wanted adjective witness verb young offe nder (juvenile delinquent) noun Vocabulary Quiz 1 2 illegally. 3 4 Some misdemeanors are punishable by paying a hand held radio each partner carries being searched for by police to see something happen a minor who commits a crime (usually under age of 18)

car. My partner told me your license plate over hiswa lkie-talkie. A man from your hotel is wa nted for his involvement in a murder. Three people witnessed the murder but they are afraid to speak. Your punishment will be less severe because you are a young offende r.

The opposite of guilty is

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is a person who enters a house or business

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The person a police officer works closest beside every day is his .

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Dealing drugs behind a restaurant is an example of a .

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When a man commits a felony he gets taken into police . .

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7 8

Another word for a thief is

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In order to prevent a criminal from running, police use .

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One of the first things detectives do at a crime scene is check for . .

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10

Another word for prison is

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Crime and Punishment

A crime is a serious offence such as murder or robbery. A punishment is a penalty imposed on somebody who is convicted of a crime. A punishment could be, for example, time in prison or a fine. There is an important difference between crimina l law and civil law. Criminal law deals with matters such as murder. Civil law deals with matters such as contracts or divorce. The police are not normally involved in civil law. Questions from law breake rs or suspected criminals Why did you pull me over? Have I done something w rong? Is this illegal? What are my rights? Can I call a lawyer? Where are you taking me? Can I make a phone call? Questions police may ask a suspected criminal Are you carrying any illegal drugs? Do you have a weapon? Does this belong to you? Whose car is this? Where were you at eight last night? Informing someone of laws and police procedures You are under arrest. Put your hands on your head. I am taking you to the police station. Please get in the police car. You will have to pay a fine for this. I will give you a warning this time. I'm going to write you a ticket. We'll tow your car to the station. Smoking in restaurants is illegal in this country. It is against the law to do drugs in public. Types of crime Crime abduction/kidnapping armed robbery arson assault De finition taking a person to a secret location using force using a weapon to steal setting fire to a place on purpose hurting another person physically

attempted murder burglary, breaking and ente ring child abuse domestic v iole nce drug traffic king drunk driving fraud hijac king murder/homicide shoplifting smuggling speeding terrorism theft torture vandalism white collar crime

trying to kill someone (but failing) going into another person's home or business with force

injuring a child on purpose physical assault that occur within the home trading illegal drugs driving after having too much alcohol lying or cheating for business or monetary purposes holding people in transit hostage (usually on a plane) taking someone's life through violence stealing merchandise from a store bringing products into a country secretly and illegally driving beyond the speed limit acts of crime against a group (political/religious) or another country stealing extremely cruel and unfair treat ment (often towards prisoners) damaging public or private property (for example with spray paint) breaking the law in business

Types of punishme nt Punishment (example offence) traffic tic ket (speeding, parking) license suspe nsion (drunk driving) fine (hunting out of season) house arrest (a young offender who is waiting to go to court) community se rvice (a youth that steals a car for the first time) jail time (man w ho assaults his w ife) life in prison (a woman who commits homicide) De finition

leaves marks on driving record/involves paying a fine

driving rights are removed for a certain period of time

pay money as punishment for minor/petty crime

remain in one's home for a certain period of time

do volunteer work such as teaching children about crime or cleaning up garbage

spend a certain amount of months or years locked away from society spend the rest of one's life in prison w ith no chance of going back into society

Crime and Punishment Quiz 1 2 3 4

A thief goes into your house through a window. A child steals a chocolate bar from a store. A teenager drives faster than the limit. A Mexican sells cocaine to a Canadian.

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A guard refuses to give a prisoner food or water unless the prisoner gives up information.

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6 7

A man shoots his second wife dead. A juvenile delinquent throws a lit match into a building.

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A terrorist group takes over an airplane and changes its course.

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A group of kids use spray paint to write on a bridge.

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10

A man opens a law firm and pretends that he is a lawyer.

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Helping Tourists Questions tourists ask police I'm lost. Can you help me find the Pacific Hotel? I'm looking for the Amer ican Consulate/Embassy. My luggage/suitcase was stolen. What should I do? Who can we trust to exchange our money? Where is the bad part of town? Please help us. Our child is missing. Questions police ask tourists Which hotel are you staying at? When did you lose your wallet? How much money was in your purse? What did the thief look like? What was the man wearing? Did he have a weapon? Where/When did you last see your child? How old is your child? What was your child wearing? Comforting a tourist in distress Please stay calm. I am going to help you. We will do everything we can. I'll give you a map of the city. Try not to panic. I can give you a ride to the hospital. The ambulance is on its way.

Don't worry, everything is going to be okay. Sample Conversation A Spanish police officer helps a British woman find her missing child... Woman: Help! Police! Police: What's wrong?

Woman: My daughter is missing. I can't find her anywhere! Police: Okay. Calm down. I'm going to help you find her. What's her name?

Woman: Erica. She's only five. She doesn't know how to speak Spanish! Police: Okay. What does Erica look like?

Woman: She has brow n curly hair. She's skinny and small for her age. Police: Okay. What is she wearing today?

Woman: Blue shorts and a pink T -shirt. She has a hat on too, I think. Police: How long ago did she go missing?

Woman: I've been looking for her for almost an hour now. Police: And where did you last see her?

Woman: We were just shopping in the vegetable section. I turned around and she was gone. Police: Don't worry, everything is going to be okay.

Woman: What should I do? Stay right at the front of the store in case she comes looking for you. We'll start looking for her now.

Police:

Check your unde rstanding 1 Why is the woman panicking?

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Which is true about Erica?

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Where was the little girl last seen?

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Traffic and Accidents Pulling over drivers Can I see your driver's licence and passport? Have you been drinking tonight? How much have you had to drink? How fast do you think you were going? Do you know what the speed limit is? Is this a rental car? You were driving too fast. You broke the speed limit. You were driving on the wrong side of the road. You're driving the wrong way in a one-way street. You were travelling too close to the car in front of you. You cut off another car. You didn't obey the traffic signals. You aren't wearing your seatbelt. You aren't allowed to park here. I'm going to keep your driving licence and give you a ticket. You can go to the police station to pay the fine. They will give your driving licence back to you.

Questions police ask an injured drive r Are you hurt? Can you stand up/move? Where does it hurt most? How did the accident happen? Who was at fault? What did the other car look like? Is there someone you want to call? Don't worry. We've called an ambulance.

Sample Conversation A Japanese police officer pulls over an American driver on the highway for speeding... Police: Can I see your driver's license please? Man: Ah, yeah. I think it's in my pocket. No. Maybe my wallet. Uh. Yeah here.

Police: Do you know how fast you were driving? Man: No, sorry. It's a rental car. I'm not used to it.

Police: Have you been drinking tonight, Mr. Davidson? Man: I had one or two drinks. I'm okay to drive, though. I know my limit.

Police: How long have you been in Japan? Man: A few weeks, why?

Police: It seems you are unaware of our zero tolerance for drinking and driving. Man: I'm not drunk. I'll blow into a breathalizer.

Police: In Japan you cannot operate a vehicle after consuming any alcohol. Man: Oh, I didn't know that. You were also going over the speed limit, Mr. Davidson. I'm going to have to ask you to step out of your vehicle and get into my car. This is crazy. But what about my car? We'll have the rental car towed to the agency. When you're in our country you have to respect our rules.

Police:

Man:

Police:

Check your unde rstanding 1 Why does the man get pulled over?
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What is Mr. Davidson's excuse for his driving erro r?

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What will happen to the man's car?

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Questioning a Witness to witness (verb): to see something happen a witness (noun): a person who sees something happen

Witnesses are valuable to the police. A witness is somebody who is actually present when something happens and sees what happens. The police usually like to question all w itness es as soon as possible after a crime, accident or other event.

Questions police ask witnesses Did you see what she was wearing? Did he have a weapon? Was the gun loaded? What kind of car was the thief driving? I will need to get a statement from you. How long ago did this happen? If you think of anything else, please notify us. Description of a suspect He was wearing sunglasses. He had a mustache. He had a beard. She was dressed in black. She had a baseball cap on. She was wearing gloves. Hair: short, long, shoulder length, curly, straight, spiky, brown, blond, black, red, in a ponytail Body: skinny, fat, chubby, medium build, muscular, tall, short, average height

Sample Conversation An ESL teacher working in Korea w itnesses a bank robbery. The police question her as a witness... Police: I understand you were the key witness for the robbery.

Woman: Yes, I was the only other person in the bank besides the tellers. Police: Are you okay to answer some questions for me? Sure. I don't know how much help I'll be. He made me get on the ground so I didn't get a very good look at him. Was he carrying a weapon? Yes, he had a pistol in his back pocket. He threatened to use it, but I doubt it was loaded. What makes you say that?

Woman:

Police:

Woman:

Police:

Woman: He was just a kid. Probably fifteen or younger. Police: Can you describe him for me? He was Asian. Probably five foot six. He was wearing a baseball cap and sunglasses. I can't remember what else he was wearing. Did he talk directly to you? I mean, did he ask you for your money or anything? No, he just told me to get on the ground. That's all I know. I'm running late for a class. Is it okay if I go now ? I just want to get your name and phone number. If you think of anythi ng else, please notify us.

Woman:

Police:

Woman:

Police:

Check your unde rstanding 1 Why is the policeman questioning the woman?
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Which of the following does not describe the robber?

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What does the woman say the thief was carrying?

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Asking for Identification (ID) and Information May I see some photo ID? Can I see your passport? Driver's license, please. Do you have your birth certificate? How long have you been in the country? Are you here for a holiday? Do you have another piece of ID? ID is diffe rent in every country It is important to keep in mind that every country requires different documentation that proves someone's identification (ID). In many countries such as Greece and Spain a national ID card is compulsory. Citizens are expected to have these cards on them at all times. However, in other countries ID cards are not required. Police and officials in these countries often use another system to identify people, such as asking for two pieces of ID. Types of ID Passport Government-issued Photo ID card Driving licence/Driver's license Birth certificate Permanent residence card Social security card Medical/Health card Voter registration card

Information/security items that may appea r on documentation bar code a series of thick and thin black lines that holds computerized information date when the ID holder was born:

Date of birth (DOB)

day/month/year: 23/05/1970 (23rd May 1970) month/day/year: 05/23/1970 (23rd May 1970) year/month/day: 1970/05/23 (23rd May 1970) Date of Issue Eye colour Finge rprint date when documentation was created blue, brown, green, black, grey markings of a person's thumb or finger tip

Height Hologram

how tall a person is in centimetres or feet and inches a laser photograph which makes a picture or image look life-like a long black stripe found on the back of a card that can be swiped into a computer for information a woman's surname before marriage single, married, divorced (no longer married), separated, common law wife, common law husban d citizenship (native citizen, immigrant, landed immigrant, permanent resident, refugee) recent picture of ID holder city, country where ID holder was born current job (doctor, teacher, retired) number that can be entered into government systems to find information about a person M (male), F (female) hand-written name of ID holder

Magnetic stripe

Maide n name Marital status

National status

Photograph Place of birth Profession Serial number or PIN (Pe rsonal Identification Number) Sex Signature

Valid until/expiry date

the last date when an ID document can be used

Reading Exercise : Identity Fraud Read the vocabulary and then try to fill in the blanks. ID fraud counte rfe it lying about one's identity fake, not real

illegal immigrants people who do not have government permission to live or work in a country crack down on authentic identity theft unde rground to put a real stop to real, true stealing someone else's identity for personal use (or sale) not publicly know n, usually illegal

getting away with not getting caught by police or the authorities controve rsy disagreement surrounding an issue

Today, __________ is a major concern for police around the world. Many young people use __________ ID to access adult venues, such as concerts and nightclubs. As police find new ways to __________ fake ID (e.g. searching the Internet for __________ companies), new technology is created to help make fraudulent ID look __________. ID cards with security measures, such as magnetic stripes and barcodes help to prevent people from __________ fake ID. However, an even greater problem for police is the concern of __________. Some thieves make a profession out of stealing wallets, purses, or personal mail in order to sell new identities to criminals or __________. There is great __________ over whether or not all countries should opt for national ID cards. Some people do not think that the police should have access to such personal information, while others think it would help to prevent crime and illegal immigration. Answer Today, ID fraud is a major concern for police around the world. Many young people use counterfeit ID to access adult venues, such as concerts and nightclubs. As police find new ways to crack down on fake ID (i.e. searching the Internet for underground companies), new technology is created to help make fraudulent ID look authentic . ID cards with security measures, such as magnetic stripes and barcodes help to prevent people from getting away with fake ID. However, an even greater problem for police is the concern of identity theft. Some thieves make a profession out of stealing wallets, purses, or personal mail in order to sell new identities to criminals or illegal imm igrants. There is great controversy over whether or not all countries should opt for national ID cards. Some people do not think that the police should have access to such personal information, while others think it would help to prevent crime and illegal immigration.