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ПОСОБИЕ 2018[1]

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Предисловие
Настоящее пособие является частью учебно-методического комплекса
по дисциплине «Английский язык» и предназначено для студентов
неязыковых специальностей, продолжающих изучение английского языка
на базе средней школы. Вместе с тем, оно может представлять интерес
широкому кругу лиц, желающих систематизировать имеющиеся знания
английского языка и совершенствовать навыки речевого общения.
Предлагаемое учебное пособие состоит из 8 тематических разделов,
выбор которых обусловлен их познавательной ценностью и
употребительностью в речи. Каждая часть включает в себя лексический
минимум (Target Vocabulary), систему упражнений для развития навыков
диалогической речи (Vocabulary and Speaking), аутентичные тексты
страноведческого характера и задания по написанию различных видов
письменных
работ
(Reading
and
Writing),
видеоматериалы,
представляющие собой познавательно-тематические репортажи ведущих
мировых компаний, отрывки из художественных и документальных
фильмов, сериалов и интеллектуальных игр (Watching). Структура раздела
предполагает как последовательное выполнение всех видов упражнений,
как единого комплекса, так и их выборочное использование, в
зависимости от уровня подготовленности студентов и характера
поставленных задач. Грамматический материал вводится дозировано и
только там, где содержание позволяет наиболее эффективно его усвоить.
Весь комплекс заданий разработан с учетом коммуникативной
направленности пособия и способствует автоматизации навыков владения
основными лексическими явлениями в диалогической речи.
Для определения степени усвоения изученной темы предлагаются
задания из следующей части пособия Checkouts. Таблица самооценки
позволяет учащимся оценить полученные знания или выявить пробелы в
усвоении учебного материала по всем видам речевой деятельности
(говорение (I can talk …), аудирование (I can understand …), чтение (I can
read …) и письмо (I can write …)).
Кроме того, в разделе Functional Index представлены основные
формулы речевого общения и предложен комплекс упражнений для их
активизации в речи с учетом предложенной тематики.
В конце пособия предлагаются дополнительные материалы для
расширения словарного запаса и совершенствования навыков говорения в
различных ситуациях коммуникации (Communication Activities).
Цель пособия - помочь научиться говорить по-английски, чтобы вы
могли свободно общаться за рубежом и чувствовать себя уверенно в
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любой стране мира. Благодаря данному пособию, вы без проблем сможете
начать и поддержать разговор на повседневные темы, сделать заказ в
ресторане, зарегистрироваться в отеле и ещё очень много всего!
Методические рекомендации для преподавателей
Предлагаемое учебное пособие состоит из следующих тематических
разделов:
Unit I: Meeting and greeting / Знакомство и приветствие.
Unit II: Telephoning / Общение по телефону.
Unit III: Travelling / Путешествие.
Unit IV: Asking the way / На улице.
Unit V: At a hotel / В гостинице.
Unit VI: Shopping / Покупки.
Unit VII: Eating out / В кафе.
Unit VIII: At the chemist’s / В аптеке.
Тематический
отбор
обусловлен
коммуникативной
целесообразностью и учебно-методическими задачами курса. Каждый
раздел имеет четкую структуру, в основе которой лежит система
взаимосвязанных заданий и упражнений, направленных на активизацию и
развитие всех видов речевой деятельности с акцентом на говорение.
Механические воспроизводящие упражнения отсутствуют. Их место
занимают игровые ситуации, парная или групповая работа, задания на
поиск ошибок, сравнения и сопоставления, подключающие не только
память, но и логику, умение мыслить аналитически и образно. Единая
структура позволяет осуществлять целенаправленное формирование
языковых, речевых и коммуникативных навыков и умений.
Композиционно все разделы подразделяются на следующие
составляющие:
Target Vocabulary. Данная часть содержит перечень лексических
единиц, необходимых для работы над темой (Key Words), краткие
рекомендации по работе с ними (Student’s Notes) и пример использования
изучаемой единицы в речи (Example Sentence). Для эффективного
пополнения словарного запаса обучаемых и активизации его в речи
рекомендуется заполнение всех трех колонок самостоятельно и поэтапно,
в процессе изучения темы.
Vocabulary and Speaking. Целью данной части является формирование
речевых навыков в коммуникативно-обусловленных ситуациях общения.
Система упражнений направлена на активизацию речемыслительной
деятельности студентов и многократное повторение способов решения
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той или иной задачи в многочисленных вариантах, обеспечивая
закрепление речевых образцов и подготавливая студентов к их
творческому использованию в спонтанной речи. Выполнение упражнений
способствует овладению тактикой построения диалога в соответствии с
речевыми намерениями участников диалога и с учетом складывающегося
и развивающегося между ними взаимодействия.
Reading and Writing. Третья часть содержит аутентичные тексты
разных жанров и стилей для развития навыков беглых видов чтения
(просмотрового, ознакомительного и поискового). Кроме этого, тексты
выступают в качестве подготовительных упражнений для обучения
письму. В пособии приведены образцы документов (формальных и
неформальных писем, эссе и т.п.) и даны рекомендации по их
составлению. Данная часть может быть рекомендована для
самостоятельного изучения.
Watching. Основным компонентом следующей части являются
оригинальные видеоролики, демонстрирующие богатство и разнообразие
английского языка и способствующие развитию навыков восприятия
иноязычной речи на слух.
В пособии также представлены тестовые задания для определения
степени усвоения изученной темы Checkouts, результаты которых служат
основой для заполнения таблицы самооценки и последующего анализа
своей работы. Включение обучаемого в процедуру оценивания дает ему
возможность увидеть собственные недочеты и определить пути их
преодоления.
Functional Index. Раздел, в котором повторяются пройденные темы,
используя методику готовых фраз (функциональных единиц). Студентам
предлагается серия упражнений, предназначенных для выработки
автоматизированных навыков воспроизведения и употребления
изученных формул речевого общения в различных ситуациях
коммуникации.
Communication Activities. Данный раздел завершает работу над темами
и предполагает решение конкретных коммуникативных задач
обучаемыми (составление диалога), то есть, тренировку ситуативного
употребления как языкового материала, так и функциональных видов
речевых высказываний с учетом характера коммуникативных партнеров и
их межролевого взаимодействия.
При работе с пособием рекомендуется придерживаться предложенной
в нем последовательности изучения тем, так как каждая новая тема дается
вместе с повторением предыдущей. Однако в пределах одного раздела
возможны вариации при организации учебного процесса, так как учебный
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материал ранжирован не поурочно, а по конкретным видам речевой
деятельности (говорение, чтение и письмо, аудирование), оставляя
преподавателю свободу действий в зависимости от цели урока и
конкретных условий обучения.
Учебное пособие предназначено для студентов имеющих базовую
подготовку на уровне не ниже «pre-intermediate» и стремящихся
совершенствовать и углублять свои знания. Следует отметить, что
наличие упражнений от уровня «pre-intermediate» до «upper-intermediate»
позволяет использовать пособие в группах с различным уровнем
подготовки, и дает возможность преподавателю сформировать свою
систему подачи учебного материала, варьируя количество, объем и
последовательность выполняемых упражнений.
Пособие можно использовать как на аудиторных занятиях, так и для
самостоятельной подготовки. По усмотрению преподавателя отдельные
части (например, Reading and Writing, Watching) или задания (особенно
предназначенные для индивидуального выполнения) могут быть
рекомендованы для самостоятельного изучения.
Работа над изданием распределялась между авторами следующим
образом: Воробьева Т.А. подготовила отдельные задания в разделе
Travelling стр. 50-57, 202; Жукова И.М. подготовила отдельные задания в
разделе Eating out стр. 127-149, 180-181; Корнакова В.И. редактировала
аудиоматериалы всех разделов пособия, подготовила раздел Meeting and
Greeting стр. 11-30, 173; Куцелай О.Б. подготовила отдельные задания в
разделе Travelling стр. 58-64, 176; Кучук О.А. подготовила отдельные
задания в разделе At a Hotel стр. 81-97, 178, 204-208; Пусенкова Г.А.
подготовила отдельные задания в разделе Telephoning стр. 38-43;
Ситникова Т.В. подготовила отдельные задания в разделе Telephoning стр.
32-37; Соколович О.М. редактировала и оформляла все разделы пособия,
подготовила раздел At the Chemist’s стр. 153-172, 182, 215-216; Тихон Д.В.
подготовила отдельные задания в разделе At a Hotel стр. 98-104;
Черменская Л.В. подготовила отдельные задания в разделе Telephoning
стр. 44, 174-175; Шаблыко О.В. подготовила раздел Asking the Way стр.
65-80, 177, 203; Шарейко И.Л. осуществляла общую разработку
принципов пособия, редактировала и проводила координацию всех его
разделов, подготовила разделы Shopping, Functional English,
Communication Activities, части Reading and Writing; Watching в разделах
Telephoning и Eating Out стр. 3-10, 31, 45-49, 105-126, 150-152, 179, 183201, 209-214, 217-232.
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Методические рекомендации для студентов
Вы открыли первый раздел, и в глаза сразу бросилось до боли
знакомое и так надоевшее в школе слово словарь. Хотим вас успокоить.
Ведение словаря в нашем пособии кардинально отличается от того, к чему
вы привыкли и что, вызывает у вас негативное отношение. Словарь может
не только служить хранилищем иностранных (иногда совсем непонятных)
слов, но и выступать в роли незаменимого инструмента, который помогает
расширять словарный запас и, самое главное, на наш взгляд, помогает
научиться говорить. Польза от него может быть огромная, однако только
если вести его осознанно, а не для галочки. Итак, обо все по порядку.
Зачем нужен? Нужен словарь для повторения и систематизации
изученной лексики. Это, если вдуматься, очень удобный способ,
позволяющий изучать новые слова с удовольствием и без зубрежки.
Как организовать и вести? Вы, конечно, помните, старый добрый
способ ведения личного словаря, когда мы делили листок тетради на 3
колонки и писали по волшебной формуле «слово-транскрипция-перевод».
Много ли слов из этой тетради вы можете вспомнить сегодня? Думаем,
большинство из них благополучно забыто, и только навязчивое “London
is the capital of Great Britain” прочно засело в голове. Почему так
получается? Может быть потому, что мы не знаем, как именно можно
«связывать» эти слова. Ведь тот самый способ «слово-транскрипцияперевод» вырывал слова из контекста и пытался закрепить их в памяти
при помощи механической зубрежки. Однако ваш личный словарь может
быть организован более эффективно.
В нашем пособии представлено восемь тем для изучения: Знакомство
и приветствие. Общение по телефону. Путешествие. На улице. В
гостинице. Покупки. В кафе. В аптеке. В начале каждого раздела
находится словарь (Target Vocabulary). В первую колонку уже внесены
слова и словосочетания, которые, по мнению авторов, являются наиболее
значимыми при изучении конкретной темы. Однако не забывайте, что это
ваш личный труд, и вы вправе изменять его в соответствии с вашими
желаниями и потребностями.
Что писать во второй колонке Student’s Notes? Мы предлагаем вам
несколько вариантов. Изучите каждый из них и попробуйте на практике:
так вы поймете, какой или какие из них наиболее приемлемы для вас.
1. Составляйте словосочетания. Не рассматривайте и не выписывайте
слова отдельно от контекста, всегда смотрите шире и обращайте внимание
на комбинации из нескольких слов (collocations). При этом желательно
выписать 2-3 примера, чтобы была возможность увидеть, какие оттенки
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приобретает слово в контексте. Если вы записали несколько значений
слова – запишите пример употребления к каждому из них. Изучение языка
не отдельными словами, а устойчивыми словосочетаниями позволяет
улучшить восприятие речи на слух, произношение и правописание.
2. Попробуйте записывать не перевод слова, а его объяснение на
английском языке (meaning). Всех слов не выучишь, всегда будет что-то
незнакомое, а постоянно переспрашивать в разговоре или заглядывать в
словарь не будет возможности. Учитесь выражать мысль по-разному. В
любом английском словаре, например, Oxford Learner’s Dictionary, вы
найдете толкование слова. Составьте собственное описание и проговорите
вслух. Как бы вы объяснили другу или знакомому, что означает данное
слово? Такая тренировка не раз выручит вас. Если вы не запомните
сложные слова, вы их точно сможете объяснить и донести свою мысль до
собеседника.
3. Также к каждому слову выпишите несколько синонимов (synonyms) и
антонимов (opposites). Вы объединяете слова в смысловые группы, и это
способствует более эффективному запоминанию новых лексических
единиц.
4. Запишите как можно больше однокоренных слов (derivatives). Изучая
состав слова (корни, приставки, суффиксы, окончания), вы можете
догадаться о значении существительного, если уже знаете однокоренной
глагол или значение конкретной приставки слова (например, unпротивоположность: happy - unhappy). Подумайте, какие части слова
встречаются вам чаще всего, и составьте список. Запоминая их
постепенно, вы будете автоматически угадывать все больше новых слов.
5. Транскрипция (pronunciation) - по желанию. Запишите ее возле слов
(или над словами), произношение которых вам трудно запомнить.
6. Нарисуйте картинку к изучаемому слову или вырежьте ее из журнала
(associations). Вам такая работа может показаться ненужной возней, но в
действительности это супер способ, который поможет научиться думать
на английском языке. Вы перестанете воспринимать английский только
как «язык, который мы переводим на русский». Английские слова начнут
ассоциироваться с конкретными образами и понятиями, и постепенно вы
отойдете от русского языка, как посредника.
7. Составьте схему (what else) или интеллект-карту (mind-map). Такой
прием поможет вам систематизировать информацию и значительно
расширить словарный запас и улучшить вашу английскую речь.
8. Запишите предложение, в котором вам встретилось слово в третью
колонку (Example Sentence). Это обязательная часть вашего словаря.
Слова нужно учить в контексте. Заучивайте такие предложения, и за пару
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месяцев работы по этой системе случится чудо - вы значительно
продвинетесь в изучении языка.
9. Придумайте свой пример. Откуда его взять? Из головы. Не можете
ничего придумать? Найдите пример употребления словосочетания в
пособии, замените там 1-2 слова на свои, и у вас получится оригинальное
высказывание, которое принадлежит только вам и ни у кого другого
такого не будет.
10. Ваш уникальный английский словарь готов.
Не существует строгих правил о том, как следует записывать слова в
словарь. Возможно, вы воспользуетесь нашими советами, а, возможно,
найдете более интересные варианты. Какое бы решение вы не приняли,
советуем вам придерживаться следующих простых правил:
1. Чем меньше, тем лучше. Лучше сфокусироваться на нескольких словах,
но дать про них исчерпывающую информацию, чем записывать каждое
новое одиночное слово.
2. Оставляйте дополнительное место после каждого слова, для того, чтобы
вы всегда могли вернуться к нему и добавить необходимые примеры.
3. Нумеруйте слова для того, чтобы вы видели, как увеличивается ваш
словарный запас. Как приятно осознавать, что вы выучили уже 20, 200
или, может быть, 2000 новых слов!
Старайтесь, рискуйте и не бойтесь экспериментировать!
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UNIT I MEETING AND GREETING
Once upon a time, in an age before the Internet, the only way to meet people
was to leave your apartment and interact with humanity. I know it’s a scary
thought – leaving your couch, taking off your sweatpants, putting your Netflix
binging on pause, and going out to meet people – but that’s just how the world
worked. However, considering how long the human race existed before the
dawn of the Internet, it looks like meeting people in real life was actually
working for them. To help you on this trip we’ve put together a friendly guide
with basic phrases – from greeting and small talks to introduction and saying
good-bye – that will walk you through your first conversation. So let’s get
started!
You will  enlarge your vocabulary relating to introducing yourself and
other people
 practise using these items in conversation
 watch ‘Friends’ and ‘Sherlock’ TV series episodes
 fulfill your student card
 learn how to write proper excusing, thankful and inviting
emails
TARGET VOCABULARY
Key Words
acquaint (v)
Student’s Notes
derivatives?
_______________________
_______________________
_______________________
_______________________
_______________________
_______________________
address (v)
~ __ smb
adviser (n)
supervisor (n)
meaning?
preposition?
difference?
collocations?
_______________________
_______________________
apologise (v)
ways of apologising?
_______________________
collocations (3)?
_______________________
appreciate (v)
10
Example Sentence
This programme is like an
internship in which the
student teacher in an early
stage visits the interior in
order to get acquainted with
the people, the environment,
the culture and the tradition
of the local people.
It is the role of the fieldwork
supervisor to act as an
educator, mentor and guide
during the student’s clinical
experience.
UNIT I MEETING AND GREETING
arrange (v)
derivatives?
be interested in
synonym?
charge (n)
be __ ~ of
_____________________
preposition?
colleague (n)
foreign ~
contact (v)
~ __ smb
~ at annaf@gcnet.com.uk
course (n)
take a ~ __ Physics
degree (n)
get a ~
a ~ in Biology
greet (v)
introduce (v)
~ smb __ smb
staff (n)
stuff (n)
student (n)
~ card
synonym?
pronunciation?
_____________________
preposition?
can you read it?
_____________________
preposition?
kinds?
_____________________
ways of greeting?
_____________________
preposition?
difference?
Let me introduce myself.
associations?
_____________________
VOCABULARY AND SPEAKING
Ex.1. Study the following tips for addressing people and find two mistakes in
this piece of advice.
When you meet someone new, under social or business circumstances, it’s
important to know how to address the individual standing in front of you.
Properly addressing people in different situations shows you’re respectful of
their position and mindful of not offending them in any way. Refined social
etiquette as it relates to addressing others promotes smooth and friendly
conversation.
1. If in doubt, keep it formal. If you meet someone in a situation and you’re
unsure of how to address him or her, use formal address. If the person on the
receiving end feels this is too ‘stuffy’ of an address, they will let you know. For
example, you may say, “Nice to meet you, Sir!” Whereupon the person may
say, “Please, call me Bill”. So, until directed otherwise, use formal address to
start your conversation.
11
UNIT I MEETING AND GREETING
2. Use Mr, Mrs, Miss, Ms when you know their last name. Until told
otherwise, use the person’s surname with their title when you meet someone (if
you know his or her last name). Again, you may say, “Hello Mrs Robertson!”
She may respond, “Oh, it’s Shirley; call me Shirley.” If we use Mr (‘Mister’)
for addressing men and boys who are over 16 it is not always so clear with the
forms of women addressing. Actually it depends on the marital status of a lady.
We use Miss (Miss Dorothy Parker) to turn to single ladies and girls and Mrs
(‘Misses’ for married women under the last name of her husband. Consequently
for married couples the proper form of addressing sounds like Mr & Mrs
Burton. Still the problem emerges with especially young ladies when it is hardly
possible to define their marital status for sure. This time we use Ms (‘Mizz’)
Ann Brown. This form is also common in business. We also use this form to
address divorced ladies and widows. In this case we use her maiden name.
3. Addressing strangers use the proper degree of formality. Sometimes you
need to address a person you see for the first time in your life. If you need to
ask the way to the railway station use Excuse me and add Sir or Madam
(Ma’am for short). Remember that these forms are always used without last
names. Such forms (Sir / Ma’am) are also used when you are speaking to a
person who is older than you or to a person who has a position of authority. For
example you can use the form Sir for a policeman or just call him Officer if
you are not sure about his rank (Sergeant or Inspector). If you need to speak
to your peer you can start an informal conversation with ‘Hello / Hi!’ Remember
that such forms as ‘Man’, ‘Woman’, ‘Girl’ and ‘Colleague’ are impossible to
use.
4. Use professional addresses where applicable. Are you addressing a
member of the medical or academic profession? If you are, be aware of their
title as relates to their profession. This is where the use of Dr and Professor
come in. The difference is that we use Professor only to address a person with
an academic degree when we are at university.
5. Don’t differ between sexes in a small group. The proper way to a small
group of 2-3 people in an informal situation, where the group includes both
sexes is to use the term ‘guys’ as in ‘Hey guys’ or ‘Good morning guys’.
6. Catch attention of the large audience at once. ‘Ladies and Gentleman’
is a common expression used to address an audience or crowd. While a crowd
may consist of only gentlemen or only ladies, or possibly even just one
gentleman or lady, it’s entirely acceptable to address them as such anyway, as
they will ‘get’ what you mean. If you want to be ‘correct’, you could welcome
them as ‘Sir and Madame’ if it is one man and one woman. For a room of all
one gender ‘Gentleman’ if it is all gentlemen and ‘Ladies’ if it is all ladies,
12
UNIT I MEETING AND GREETING
though you should only do this if you are certain that this is the case. Even then,
it is unlikely that ‘Ladies and Gentleman’ will be objected to.
7. When addressing service workers mind their jobs. If you need to get
attention of service workers (servers in restaurants, clerks working at
information desks, a sales people in a store, etc.): you can use Sir or Waiter in
the restaurant, or Miss or Ma’am when you address a woman. And if you need
a bellboy to take your luggage to the room you should call him Porter.
Note: Do you know, that ‘Good day’ is not an arrival greeting, as in other
languages. ‘Good day’ is used when leaving, but even then not very often.
Ex.2. Choose the most appropriate option of addressing.
1. Excuse me, _____ Robertson, I have some questions concerning Higgs
Boson, would you be so kind to help me after the lecture?
a) Dr
b) Professor
c) Mr
2. _____, are you a freshman? My name is Jack.
a) Sir
b) Hi
c) Excuse me
3. _____ Cooper, nice to meet you, your daughter has told a lot about you!
a) Miss
b) Ms
c) Mrs
4. Excuse me, _____ , my bag was stolen just a minute ago!
a) Officer
b) Sir
c) Mr
5. Excuse me, _____, can we have the menu, please?
a) Sir
b) Waiter
c) Mr
6. Good morning, _____ Davis, I have heard a lot about your works in
comparative anatomy.
a) Professor
b) Dr
c) Mr
7. Good-bye, _____ Smith, we will discuss the time of payment transaction
tomorrow.
a) Ms
b) Mrs
c) Miss
8. _____, could you tell me the way to the bus stop?
a) Excuse me
b) Excuse me, Sir
c) Excuse me, Mr
9. Distinguished delegates, _____ , I now ask you to rise and observe a minute
of silence.
a) ladies and gentlemen b) sirs
c) guys
13
UNIT I MEETING AND GREETING
Ex.3. What would you say in the following situations?
1.
2.
3.
4.
5.
6.
7.
8.
9.
_____ can we have our bill, please?
_____ I’ve been feeling unwell for a few days.
_____ is this the right train for Brighton?
Let me take your coat, _____ .
Here is the menu, _____ .
When are we to take the exam, _____?
_____ I’ve been privileged to declare the conference open.
Your manuscript has been already typed, _____ . Here it is.
_____ we are glad to see you at our annual conference dedicated to
environmental problems!
Ex.4. a) There is a lot of staff at university: deans, professors, lecturers. But
are you sure you know who you should contact in different cases? Match the
words on the left with their definitions on the right not to be confused.
1. supervisor
a) a person with whom one works in a profession or
business.
2. student
b) a person who teachers academic or vocational subjects
support
to students and pursue his own research to contribute to
adviser
a particular area of science. This specialist is in charge
of designing, preparing and developing courses and
teaching materials.
3. colleague
c) a person who directs and oversees the work of a
postgraduate research student. These people assist their
students to plan their research studies, including helping
students to define their research topic, to identify
schemes and specific tasks, to identify the relevant
research literature, data bases and other sources, and to
be aware of the standards in the discipline.
4. groupmate
d) a person one knows slightly, but who is not a close
friend.
5. acquaintance e) a fellow member with whom you share one academic
environment.
6. lecturer
f) a person who is in charge of providing a confidential
support service on a broad range of welfare and
pastoral issues, aimed at helping students to achieve a
positive, fulfilling and enriching University experience.
14
UNIT I MEETING AND GREETING
b) Whom would you turn to if
1. you need to clearly identify the stages of your thesis research
2. you are to decide about the best wording of your thesis topic
3. you are to pick out the relevant research sources
4. you want to transfer from zoology to human physiology programme
5. you need a time out of study because of your family matters
6. you have unforeseen medical issues and you need electronic version of the
lectures
7. you want to get acquainted with a famous scientist
8. you need a helping hand in designing a programme of your thesis research
9. you have difficulty in deciding what research training courses to attend
10. you are not sure about the exact time of your examination
Ex.5. Divide into 4 groups. Read the given situations (group 1 – situation 1,
group 2 – situation 2, group 3 – situation 3, group 4 – situation 4) and discuss
the questions at the end of the stories. Then present the results of your
discussion to other groups.
Situation I: A group of German tourists dropped in a café to have some drinks.
When they were ready to make an order one of them tried to catch the waiter’s
attention by exclaiming ‘Sir!’. The waiter didn’t come until he saw the signaling
gestures of the tourists. What was the fault of the group?
Situation II: A professor, Jane Smith, was lecturing in a university class on
psychology. A foreign student from an Asian country started to ask a question
to the professor saying, ‘Mrs Smith, I have a question …’ The professor
apparently felt upset and said ‘There is no Mrs in this classroom’. What did the
professor want to say?
Situation III: Laura is a college student currently looking for a summer
internship position. She found an interesting position in the internship brochure
as an assistant at a health science research center. She wrote a letter to the head
of the center applying for the position. According to the internship brochure, the
name of the head of the research center is M. S. Hess, M.D. She addressed her
letter to Mr M S. Hess. A few days later, she received a phone call from M. S.
Hess, the head of the research center. Laura was notified that she did not get the
position. In addition, she was told to be more careful the next time she addresses
someone in a letter. What did Laura do wrong?
Situation IV: Dr Silver was introduced to his foreign colleague at a business
lunch. While shaking hands Dr Silver said: “Nice to meet you, colleague!” Dr
Jones smiled and said: “You are from Russia, aren’t you?” What made it
possible for Dr Jones to guess the citizenship of his new acquaintance?
15
UNIT I MEETING AND GREETING
Ex.6. What phrases have been missed in the table? Look through the
dialogues below and write down the missed phrases to the corresponding
group.
Useful Phrases
Possible Responses
Formal
Allow me to introduce Professor
____________________________
Brown to you.
I’ve heard a lot about you.
Really? All good I hope.
How do you do, Mr Morton?
How do you do, Mr Thompson?
It’s pleasure to meet you.
____________________________
I’m sorry to hear that, give my
regards to your family and friends.
Wish you all the best.
I must be going.
____________________________
Neutral
____________________________
It’s nice to meet you, Mr Fox.
How are you getting on?
How are you doing?
I must go / I have to go.
___________________________
I’m doing well, thank you. And you?
____________________________
What a pity.
See you on Monday, have a nice day. ____________________________
Say hello to your family!
Will do!
____________________________
____________________________
Informal
Mary, have you met my friend John? ____________________________
Mary, meet my friend John.
____________________________
Mary, this is John.
____________________________
____________________________
____________________________
Couldn’t be better / Could be better.
Nothing much.
____________________________
____________________________
What’s up?
Take care. I’m off.
I must be off.
____________________________
____________________________
Catch you later.
____________________________
16
UNIT I MEETING AND GREETING
In a Lab
Mrs Morton: Good morning, Mr Green. How are you?
Mr Green: Good morning, Mrs Morton. Oh, I`m doing well. Thank you. And
how is your husband?
Mrs Morton: Very well, thank you. He is on business in London now.
Mr Green: I see.
Mrs Morton: Sorry, I have to go now, catch you later.
Mr Green: It was nice seeing you. Have a nice day.
Mrs Morton: You too. Best regards to your wife!
At University
Ann: Morning , Jack. How’s life?
Jack: Hi, Ann, could be better.
Ann: What’s the matter, Jack?
Jack: You see, yesterday I took my first exam and it was a failure!
Ann: Oh, I’m so sorry. Hope your next attempt to be much better.
Jack: Don’t worry about that, I’ll be all right. I’m sorry, but I must be off.
Ann: Take care, see you later.
Jack: Bye.
At a Business Lunch
Dr Borowitz: Good morning, Dr Jackson, may I introduce myself, my name is
Dr Borowitz.
Dr Jackson: Pleased to meet you, Dr Borowitz. How do you do?
Dr Borowitz: How do you do? I’ve heard that you are taking part in the XIII
Annual Conference dedicated to the Environmental Problems and your report
will be a killing!
Dr Jackson: Oh yes, that’s right, it will be the public exposure of one famous
company.
Dr Borowitz: Sounds great. Unfortunately I must be going, I’m looking forward
to seeing you at the conference.
Dr Jackson: Good-bye, wish you all the best.
Ex.7. a) Listen to the dialogue between Wilbur, Helena and Charlene,
fill in the missing phrases.
Wilbur: Well, 1) __________. It’s almost ten thirty.
Helena: Is that really the time? Time flies when you’re enjoying yourself. Um,
I hope you’ve had a good time.
Wilbur: Yes, we have.2) __________.
17
UNIT I MEETING AND GREETING
Charlene: 3) __________.
Helena: I’m so glad you enjoyed yourself.
Charlene: 4) __________.
Helena: Thank you.
Wilbur: I’m so sorry about the carpet. I hope you can get it clean.
Helena: I’m sure we can.
Charlene: I hope I didn’t offend you. It’s а very nice fur coat ... it’s just that,
well, I think it’s wrong to kill little animals for fur, you know.
Helena: Uh huh. You told mе.
Wilbur: Anyway, our саb should bе here аnу minute.
Charlene: 5) __________.
Helena: Yes. Thank you.
Wilbur: I think I hear our саb now. Please thank Mr Devereux, I mеаn, Мах,
for us ... .
Charlene: ... when he wakes up, that is.
Helena: Of course I will. Uh, I’m very sorry that Мах fell asleep going.
b) Replace the phrases you have written with the corresponding ones from the
list below.
Expressing necessity
We have to go now.
We’d better go now.
It’s time we were going.
It’s time for us to leave.
Expressing wishes
and hopes
I hope you can join us
for dinner next time.
We should do this
again.
Thanking and responding to thanks
Thank you for а nice evening. I really
enjoyed it!
Thanks for dinner!
Thanks for having us!
I haven’t enjoyed myself so much for а long
time!
It was а wonderful evening!
Thank you for coming!
It was а pleasure having you. Don’t mention
it.
You’re welcome.
It’s our turn next time.
18
UNIT I MEETING AND GREETING
Ex.8. In pairs, decide who the two people in the dialogues are, where they are
and how they feel about each other.
***
Jane: Mr Parker, let me introduce you to Mr Smith. Mr Smith, this is your
supervisor.
Aaron: How do you do?
Sam: How do you do? It’s very nice to meet you.
Aaron: The pleasure’s all mine.
***
John: Hi, I don’t think we’ve met. My name is John.
George: Hi, I’m George. I’m a new exchange student. I work in an
Electrophysiology lab here.
John: Me too! Have you met the other colleagues?
George: Not yet. You are the first.
John: Come with me, then. I’ll introduce you to them.
George: Thanks. I appreciate that.
***
Sergei: Good afternoon. Let me introduce myself. I’m Sergei Petrov. I’m from
Minsk, Belarus. I’m on a student exchange programme here.
Mary: Hello, Sergei. It’s nice to meet you. Are you going to take part in a
research programme?
Sergei: Oh, no, I’m only to take an undergraduate course in organic chemistry.
Mary: I see. So you will attend a course of lectures at our university. How long
are you going to stay?
Sergei: Well, it’s a three-month visit.
***
John: Excuse me.
Mark: Yes?
John: Do you know who is talking to Mrs Jackson?
Mark: It’s Mr. Brown, Dr of Geography.
John: Is he? I know him by name. I’ve read a lot of his articles on the problem
of demography. He is an expert in this field. I would like to get acquainted with
him personally.
Mark: Would you like to be introduced to him? I can arrange the meeting.
John: Thank you very much. I appreciate that.
19
UNIT I MEETING AND GREETING
Ex.9. Watch the video ‘At a business lunch’ and choose the correct answer.
1. What greeting does Sam use at a business lunch?
a) Hi
b) Hello
c) Hey
2. How does Sam opening the conversation?
a) I don’t think I know you
b) I’m pleased to meet you
c) I don’t think we’ve met
3. What is Victor’s greeting answer?
a) Pleased to meet you
b) Welcome
c) Good to meet you
4. What is the greeting tradition Sam and Victor follow?
a) They shake hands
b) They hold hands
c) They smile
5. What further information about Victor does Sam want to know?
a) The age of a person
b) The job (position) of a person
c) The city where a person lives
6. What is Sam’s precise question about Victor’s job?
a) What is your job?
b) What company are you from?
c) What company do you work for?
7. What is Victor’s question about Sam’s job?
a) What do you do?
b) What’s your job?
c) Who do you work for?
8. What is the formal word for job used in the video?
a) Work
b) Position
c) Placement
20
UNIT I MEETING AND GREETING
Ex.10. Can you guess what words or word combinations have been missed?
Listen to the dialogue ‘A new member’ and check your suppositions. Present
these conversations to the group.
Mark: 1) __________. I’m Mark Ryder.
Nicole: Ah, you’re the new marketing director.
Mark: That’s right.
Nicole: I’m Nicole Delacroix. I’m Allie’s personal assistant. 2) __________ to
Paris!
Mark: Thank you.
Nicole: I’ll just tell Allie you’re here. Allie? Mark Ryder’s here. OK. You are
from San Francisco, 3) __________ you?
Mark: Yes, I am.
***
Allie: Hello, Mark.
Mark: Allie. It’s 4) __________ to see you again. How are you?
Allie: Very well. Did you have a good 5) __________ ?
Mark: Yes, fine, no problem.
***
Allie: Let me 6) __________ you to the team. You’ve 7) __________ Nicole,
my personal assistant?
Mark: Yes, we’ve just said hello.
Allie: 8) __________ is Jacques Lemaitre, our PR director.
Jacques: How 9) __________ you do?
Mark: Mark Ryder. How do you do?
Allie: And this is Ben Watts, our designer.
Ben: Hi, Mark.
Mark: Great to 10) __________ you, Ben.
Ben: We’ve 11) __________ a lot about you
Mark: Really? All good, I hope.
Ex.11. Work in a group of three (two). Practise introducing the following
people formally / informally.
1.
2.
3.
4.
5.
6.
7.
your new friend to your old friend
your girlfriend to your parents
yourself to the staff of the department
yourself to your new Supervisor
your colleague to your friend
one guest of yours to other people
Professor Lansbey to a group of colleagues
21
UNIT I MEETING AND GREETING
8. a new groupmate to your teacher
9. Dr Smith to the members of the Science Council
10. yourself to an audience of mixed people.
Ex.12. a) You and Anna are the members of the student exchange
programme. Anna has already got her student card and you are to complete
the given form with your personal information.
Hi, I’m Anna. I’m from the UK,
Bath in particular. I am in my year 1
of Business Administration. I’ve
chosen this course because I’m
really
interested
in
start-up
management.
You can contact me at 14 Clifton
Road, Bath, BA 4 6LH
or on 9012 564901
or at annaf@gcnet.com.uk
Hi, I’m
__________________________
__________________________
__________________________
__________________________
__________________________
__________________________
__________________________
__________________________
b) Anna has already introduced herself to the staff of the department you are
going to work at. Now it’s your turn.
Ex.13. Work in pairs. Student A should read the instructions and information
on page 216, Student B should look at page 225 and do the same.
Ex.14. Watch the scene from Sherlock: The Great Game and write down
a) Moriarty’s phrase of greeting ____________________________________
Sherlock’s greeting response ____________________________________
b) Moriarty’s phrase of saying good-bye _____________________________
22
UNIT I MEETING AND GREETING
Ex.14. Look at the table. The first column enlists people who want to get
acquainted with people from column two in specific circumstances (columns
3, 4). Match different combinations and role-play dialogues in pairs.
The Actor
The Stranger
First-year student Your
fieldwork
Simon
supervisor Mr Alex
Simpson
You
being
a Your friend Bonny
prominent scientist
in the sphere of
forensic
entomology
Your
Professor Thomas
boy/girlfriend’s
Jones (world-wide
Dad
known physicist)
Second-year
Your parents
student Anthony
Your group mate The Dean of your
Den
faculty
Dr Lector
Your colleague Mrs
Ferro
Your neighbors Mr Your
supervisor
and Mrs Trump
Dr O’Connell
Settings
At a party
Time
9 a.m.
In a lab
2 p.m.
At the scientific Very
conference
early
morning
At your place
At
lunchtime
In the street
Midnight
In the university 5 p.m.
between the lectures
In a bus
10 p.m.
’Pardon’ / ’Pardon me’ or ‘Excuse me?’
(in North American English)
asking somebody to repeat something
because you did not hear it or did not
understand it.
23
UNIT I MEETING AND GREETING
READING AND WRITING
Ex.1. A lot of our communication is through online chatting, apps, texts or
other methods. But there are still some situations when a student might need
to write an email. What situations can you think about? Who can you write
to?How does an email to your groupmate differ from an email to your
supervisor?
Ex.2. Skim the following tips for writing an email. Which of them do you find
useful? Which would you follow? Could you add at least one more tip to the
list?
1. Write a meaningful subject line. Don’t leave it blank or announce it like
‘Important!’ but clearly and briefly convey the idea. Be accurate and precise.
Formulate it like ‘Invitation to the XI Annual Environmental Summit’.
2. Keep the message focused. Why are you writing? Are you responding to a
request? Apologising for an error on your part? Asking for the recipient to take
some action for you? Keep to your main point. Number your points in more
complex message. Write short paragraphs, separated by blank lines. Most
people find unbroken blocks of text boring, or even intimidating. Take the time
to format your message for the ease of your reader.
3. Avoid attachments. Rather than forcing you reader to download an
attachment and open it in a separate programme, you will probably get faster
results if you just copy-paste the most important part of the document into the
body of your message.
4.
Identify yourself clearly. While a routine email does not require a formal
salutation such as ‘Dear Ms Wordsworth’, ask yourself whether the person you
are writing knows you well enough to recognise your email address.
5.
Proofread. While your spell checker won’t catch every mistake, at the
very least it will catch a few typos. If you are sending a message that will be
read by someone higher up on the chain of command (a superior or professor,
for instance), or if you’re about to mass-mail dozens or thousands of people,
take an extra minute or two before you hit ‘send’.
6. Distinguish between formal and informal situations. When you are
writing to a friend or a close colleague, it is OK to use ‘smilies’ , abbreviations
(IIRC for ‘if I recall correctly’, LOL for ‘laughing out loud’, etc.) and
nonstandard punctuation and spelling (like that found in instant messaging or
chat rooms). These linguistic shortcuts are generally signs of friendly intimacy,
like sharing cold pizza with a family friend. If you tried to share that same cold
pizza with a first date, or a visiting dignitary, you would give off the impression
that you did not really care about the meeting. By the same token, don’t use
24
UNIT I MEETING AND GREETING
informal language when your reader expects a more formal approach. Always
know the situation, and write accordingly.
7. …
Ex.3. Using the information from Ex.2 say what would you change in the
following email?
To: All 1000 Employees
From: FuZzYkItTy2000@hotmail.com
Subject: A helpful book everyone should read
Hello, everyone. I’ve attached a PDF that I think you’ll all find very useful
)). This is the third time I sent it the file - the version I sent yesterday half a
typo on page 207, so I’ve sent the whole thing again. Since some of you noted
that the large file size makes it a bit awkward (((((, I’ve also 25 separate each
chapter as a 25 separate document. Let me know what you think! Attachments:
Big Honking File.pdf (356MB)
BHF Cover.pdf (25MB)
BHF Chapter 1.pdf (35MB)
[… ]
Ex.4. Read the following excusing, thankful and inviting emails and highlight
all useful formal speech patterns in them.
An Excusing Email
To: Professor Blinderson
From: m.ponsybil@gmail.com
Subject: EL227 Absence, Oct 10
Hello, Professor Blinderson. This is Morris Ponsybil, from EL227 section
2. This morning, I just found out that the curling team has advanced to the
playoffs, so I’m going to be out of town on the 10th (If you are asking the other
person to do you a favour, providing the right information will give him or her
a good reason to decide in your favour). According to the syllabus, it looks like
I will miss a paper workshop and the discussion of Chapter 10. May I email you
my Chapter 10 discussion questions before I leave town? And could I come to
your office hour at 2 p.m. on the 12th, in order to discuss the paper? I’ve asked
Cheryl Jones to take notes for me (In this case, Morris Ponsybil shows his
professor he cares enough about the class to propose a solution to the problem
his absence will cause). Thank you very much. I’ll see you in class tomorrow.
25
UNIT I MEETING AND GREETING
A Thankful Email
To: Professor Blinderson
From: m.ponsybil@gmail.com
Subject: Thank you for the literature
Dear Professor Blinderson,
Thank you so much for taking time out of your busy schedule to talk with
me. I greatly appreciated your advice on how to find literature suitable for my
thesis. At your suggestion, I phoned Prof Jackson and I will meet with her next
week (If you are thanking for someone’s advice provide information about how
you have followed it).
I look forward to speaking with you when you return form Belgium. Again,
thanks for your help. I will keep you posted on my thesis progress.
Faithfully yours,
Morris Ponsybil
An Invitation Email
To: Professor Blinderson
From: amcs_australia@gmail.com
Subject: Invitation to the 16th Annual Environmental Conference
Dear Professor Blinderson,
We would like to invite you to attend the 16th Annual Environmental
Conference organised by the Australian Marine Conservation Society (AMCS),
which is slated to hold from 13th January 2016 – 15th January 2016 at the
Sheraton Hotel and Conference Center, Sydney Australia.
The Australian Marine Conservation Society (AMCS) is an Australian
environmental not-for-profit organisation. It was founded in 1965 and works on
protecting the health and vitality of Australia’s coasts and oceans. The
Australian Marine Conservation Society is Australia’s only national charity
dedicated exclusively to protecting ocean wildlife and their homes (In case you
are inviting someone to take part in some kind of meeting provide information
about the organiser of that particular event).
The key focus of AMCS is to create large marine national parks (marine
sanctuaries), sustainable fisheries and protect and recover our threatened ocean
wildlife, such as our sharks, seals and whales. AMCS also works to protect
Australia’s coasts from inappropriate development, including along the Great
Barrier Reef. The Australian Marine Conservation Society is an independent
charity, staffed by a committed group of professional and passionate scientists,
educators and advocates who have defended Australia’s oceans for fifty years.
26
UNIT I MEETING AND GREETING
This year our keynote speaker will be Dr John Wesley, the author of more
that 100 works dedicated to the problem of the influence of human activity on
marine species. He will be speaking on the topic ‘The Influence of Human
Introduction of Non-native Fish Species on the Barrier Reef Molusca’.
Kindly let us have your response by 31st December 2015 so that we can
make further arrangements. We look forward to receiving a favourable
consideration from you. We may also be contacted on phone at 111-111-3333.
Yours sincerely,
Jacob Yakov
Secretary
The Australian Marine Conservation Society
111-222-3333
Ex.5. Use the information from the Unit and the Internet resources to write
an email to your supervisor asking to reschedule a meeting. Formulate your
apologies, clearly outline the reason for rearranging, and offer the solutions.
Finally proofread and review the content of your email before sending it.
Choose the most appropriate options for a formal letter. There may be more
than one possible answer.
a) Start the letter with




Hi, Mike
Dear Professor Blinderson
Dear Sir
Hello Professor
27
UNIT I MEETING AND GREETING
b) Before you sign your name write




Best wishes
Yours faithfully
All the best
Regards
c) Finish the letter with




Write soon
Awaiting your reply
I look forward to hearing from you
Bye
‘I’m sorry’
 asking for forgiveness: I’m sorry, I forgot.
 politely saying ‘no’: I'm sorry, I don't agree.
 feeling sadness or sympathy because something
bad has happened: I’m sorry to hear that.
 introducing bad news: I'm sorry to have to tell you
you've failed.
‘Apologise’
expressing regret for something that one has done
wrong (formal):‘I must apologise for disturbing you
like this’.
28
UNIT I MEETING AND GREETING
WATCHING
Ex.1. Have you ever had any embarrassing experiences when you meet
someone you hated long time ago and you have to ‘re-meet’ this person? What
would you do in this case?
Ex.2. You are going to watch an episode from ‘Friends’ TV series. Match the
words and word combinations with their meaning to understand the video
better.
1. give a hand
2. commodity broker
3. be in a good place
4. have the hardest time
(doing something)
5. smoulder
6. mouth
7. hot stuff
a) someone who is amazing and popular
b) help someone
c) form words with your lips without
speaking
d) an occupation that involves trading or
selling products for other people or
organisations
e) find doing something difficult
f) feel emotionally stable
g) burn with anger
Ex.3. Substitute the words in italics with the words from the list to get the
better idea of the friends’ conversation.
stunning
is horrible to
make out
was into
cannot place
can’t get over
lame
what are you up to?
1.
2.
3.
4.
5.
6.
7.
8.
He looks extremely beautiful.
Ed was really interested in that new experiment.
I’m really surprised how much weight he has lost in so little time.
Sam treats his new colleague really badly.
We haven’t seen for ages! What have you been doing all this time?
This song’s lyrics are of poor taste! Who wrote them?
The music is too loud, I can’t hear what you’re saying.
He looks very familiar, but still I don’t recognise him.
29
UNIT I MEETING AND GREETING
Ex.4. Watch the video and use the phrases from it to make the dialogues less
formal.
Monica: Let me introduce you my fried Phoebe!
Phoebe: Hey! Wow! Well done!
Monica: Could you help me?
Will: Sure!
***
Monica: May I introduce you my husband Chandler?
Will: Pleased to meet you.
Chandler: Pleased to meet you too.
***
Ross: Will!
Will: Ross!
Ross: Good morning! It’s a great pleasure to see you!
Will: It’s good to see you man.
***
Rachel: Haven’t we seen each other before? Will, right?
Will: Right.
Rachel: Let me introduce myself. My name is Rachel Green.
Ex.5. Say whether these statements are true or false.
1. Subway sandwich commercials motivated Will into loosing 150 pounds.
2. Chandler didn’t shake Will’s hand because he was jealous.
3. Rachel was horrible to Will in college.
4. Saying ‘Hot stuff!’ made Ross feeling awkward because actually he was
lying.
5. Ross and Will haven’t seen each other since their graduation party.
6. Rachel pretended not remembering Will because she knew she was guilty.
7. Phoebe and Chandler had a very heated argument about who had really won
the game.
8. Rachel was sure that Will complimented her by saying ‘You are
unbelievable’.
9. Will’s job makes him feeling miserable.
10. Will told Monica to throw out the pie because there was a huge amount of
sugar in it.
Ex.6. In pairs make up dialogues re-meeting your old school friend / your first
grade teacher. Choose the best ice-breaking topic:
a) weather
b) your family
c) your occupation
30
UNIT II TELEPHONING
Hey there, would you rather text a message on your mobile phone or call?
The answer is obvious? We aren’t sure. Despite the fact that most of us
(millennials particularly) communicate solely via text message these days or
even just by tagging memes in Instagram old fashioned phone calls never drop
off the market, neither they will. It’s not that texting is rude. Texting is great. If
anything, it can be a life saver when you just need to get a simple message
across, or tell your BFF a joke you just thought of that no one else would think
is funny. But sometimes a conversation deserves a call. Calling is much more
personal. It shows that you care and respect. So don’t postpone or find excuses.
Dial a number. This Unit will help you to power up your on-the-phone speaking
skills. Happy calls!
You will
 enlarge your vocabulary relating to phone calls
 practise making phone calls (business and personal)
 watch an episode from the satirical mini-series The
Britishes
 read KeepCalling forum posts
 learn how write an Internet forum post
TARGET VOCABULARY
Key Words
answer (v)
answering machine (n)
Student’s Notes
pronunciation?
synonym?
appointment (n)
collocations (6)?
available (adj)
break up (v)
opposite?
past forms?
___________________
call (n)
collocations?
___________________
___________________
___________________
___________________
charge (v)
meaning (2)?
___________________
31
Example Sentence
Leave a message on the
answering machine and I’ll
call you back when I can.
UNIT II TELEPHONING
code (n)
country ~
country ~ __
why do you need it?
cut off (v)
preposition?
where can you find it?
code __ GB?
code __ Belarus?
synonym?
dial (v)
synonym?
engaged (adj) (BrE)
extension (n)
~ of number
get (v)
~ back to
AmE?
meaning?
collocations ?
сollocations (2)?
hang on (v)
hold on (v)
hang up (v)
difference?
line (n)
hold the ~
being __ the line
message (n)
text a ~
preposition?
number (n)
collocations ?
phone (n)
cell ~ ( AmE)
pick up (v)
collocations (4)?
BrE?
other types?
meaning?
put through (v)
synonym?
receiver (n)
recall (v)
ring (v)
associations?
speak (v)
~ up (v)
past forms?
switch (v)
prepositions?
telephone directory (n)
associations?
The signal is very bad; I’ve
been cut off 3 times.
past forms?
collocations (5)?
We don’t call each other
much, but we’re always
texting.
past forms?
synonym?
Mrs. James is a bit deaf so
you’ll need to speak up when
you talk to her.
32
UNIT II TELEPHONING
VOCABULARY AND SPEAKING
Ex.1. With your partner brainstorm the words associated with ‘telephoning’.
Think about examples you can use to support your point of view. Who won
and named more?
message
Telephoning
Internet
Ex.2. a) In pairs, say if you think these are the same or different and why.
Cell phones or mobile phones.
1. How long do you spend on your
phone each day?
How many texts do you send on
average?
Who do you send them to?
Would you find life difficult without
mobile phones?
Pay phones or public phones.
Have you used any of these things in
the last week?
Why? Why not?
Have you ever had problems getting a
mobile signal? Where?
What did you do about it?
33
UNIT II TELEPHONING
A landline or a cordless phone.
What phone have you got at home?
Is it necessary to have it at home at
present? Why?
If you are phoning someone from
your home, are you likely to use a
mobile phone or the landline?
A phone box or a booth
Have you ever seen such items in real
life?
Where? When?
Do you mind if people talk on their
phones in public places?
Keypad or dial
Would you find your life difficult
without mobile phones?
b) Can you imagine your life without phones? Give some reasons to support
your idea. Discuss it with your partner.
Ex.3. a) The following are common phrasal verbs we often use while on the
telephone. Pair the verbs in column A with a corresponding phrase in
column B.
34
UNIT II TELEPHONING
A
1. hold on
2. put through
3. get through
4. hang up
5. call up
6. hang on
7. call back
8. pick up
9. get off
10. get back to
11. cut off
12. switch off
13. speak up
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
l)
m)
B
put the receiver down
to telephone someone later
answer a call, lift the receiver, to take a call
stop talking on the phone
connect one caller to another
deactivate a mobile phone
wait
talk louder
be disconnected abruptly during a conversation
be connected to someone on the phone
return someone’s call
make a telephone call
wait
b) Listen to the dialogue and tick the phrasal verbs mentioned
Ex.4. Complete the sentences with the proper phrasal verbs given in the box.
1. Hi, is Jim in the office? I need to talk to him.
__________ please, I will see if he is still here.
Hold on
2. Hi! Can you transfer me to HR, please.
Sure thing. Please, __________ the line.
3. Hi Jeff! I haven’t seen you in years! How are you?
Hi Matt! __________ just a second, I need to close the
Hang on
door to my room.
OK.
4. Hi, I am Cindy Freigh from ABC.
__________, have we ever met? I don’t recall ever
meeting anyone with that name.
Yes, we have met before.
Hang up
Get off
1. Did you just __________ on me?
No! I accidentally pressed the “End call” button.
2. Is this Dr. Mifflins office?
No, but please do not __________. I will transfer you
there.
3. Natalie, please __________ the phone. I need to call my
work.
4. Is everything alright?
No, my boss has just returned and I have to ________ the
phone.
35
UNIT II TELEPHONING
Call
back
Get back
to
Turn off
Turn on
Pick up
Put
through
Call up
1. Hi! Is Jeff in the office?
No, he just left.
OK, I will __________.
2. Hey, how are you?
I am good. Sorry I didn’t __________ yesterday, I was
busy.
3. Hi! I am calling about my order.
Nobody __________o me.
I am sorry m’am. We will process your order now.
4. Hi! I just wanted to say that Roy called. He asked you
to __________ him.
OK, thanks!
1. (In the cinema) Please __________ your phones. The
movie will begin shortly.
2. What happened to your phone?
I don’t know. It doesn’t work anymore. I need
to __________ and then back on again.
3. When the meeting ends you may __________ your
mobile devices.
1. I need to call my friend Andy.
Well, __________ your phone then.
2. Hi, Jessica? Is that you?
Yes. Hi, Paul. How are you?
I am good. Where have you been? You
haven’t __________ your phone in weeks!!!
3. Hi! May I speak to the manager?
Sure. I will __________. One moment please.
4. Is this a toy store?
No, this is a restaurant. But, I can __________ to
someone at the store.
5. I need to __________ my sister. I haven’t heard from
her in weeks. I hope she is OK.
6. There is something I need to say to him.
Will you __________?
36
UNIT II TELEPHONING
Ex.5. Look at the scheme of a phone conversation and arrange its parts in
the logical order. The 1st one is done for you.
__.
Connecting a
call
__. Finishing
a call
1. Beginning
a call
Conversation
__.
Clarifying /
Confirming
Information
__. Taking /
leaving a
message
b) Listen to the recording and write down 2-3 phrases to each heading.
Ex.6. a) Match the phrases with their synonyms and use them to complete the
dialogue below.
1. Can I speak to
2. I’m afraid he’s
3. Can I help
4. Can you call back later
5. Can I take a message
6. Could you tell him that
7. I take your number
8. I’ll make sure he gets the message
a) Please, let him know that
b) Can I give him a message
c) Can you give another call later
d) Can I be of any assistance
e) Sorry to say he’s
f) I’d like to talk to
g) I’ll see that he gets the message
h) I have your number
37
UNIT II TELEPHONING
Claire: Hello, finance department
Female: Hello, 1) __________ Adrian Hopwood, please?
Claire: I’m 2) ___in a meeting at the moment. Can I 3) __________?
Female: No I need to talk to Mr Hopwood, I think. What time will he be out of
the meeting?
Claire: In about an hour. 4) __________?
Female: Okay, I’ll do that.
Claire: Or 5) __________?
Female: Actually, would you mind? 6) __________Jennifer McAndrews called
and that I’m in the office all day if he could call me back.
Claire: Can I 7) __________, please?
Female: Yes, it’s 5556872.
Claire: 5556872. OK, 8) __________.
Female: Thanks very much for your help, bye!
Claire: Goodbye!
b) Listen to a telephone conversation and compare.
Ex.7. People are speaking on the phone, but they have forgotten some
prepositions and particles. Help them out choosing from the box.
Leaving a Message
on (2)
up (2)
back (4)
through
till
for (2)
out
to
Receptionist: Good afternoon, Fowler’s, may I help you?
Caller: Extension 237 please.
Receptionist: I’m sorry, the line’s busy, will you hold 1) _____ or hang 2)
_____ and call 3) _____?
Caller: Yes, I’ll hold 4) _____.
Receptionist: I’m putting you 5) _____.
Secretary: Marketing, Harry Webb speaking.
Caller: Could I speak 6) _____ Maurice Caine please?
Secretary: I’m sorry, he’s 7) _____ at the moment.
Caller: Do you know when he’ll be 8) _____?
Secretary: He should be 9) _____ around four.
Caller: Can I leave a message 10) _____ him?
38
UNIT II TELEPHONING
Secretary: Certainly.
Caller: Could you tell him that the meeting’s been postponed 11) _____ next
Friday, and to call me 12) _____ later this afternoon?
Secretary: Does he have your number?
Caller: Yes, he has my number.
Secretary: Sorry, you’ll have to speak 13) _____ a bit, the line is very bad.
Caller: I think he has my number but I’ll give it to you anyway. I’s 0044, that’s
the code 14) _____ England, then 282-453-8828. If you forget, you may find
it in the telephone directory.
Secretary: OK. I’ll make sure he gets your message.
Caller: Thanks for your help. Goodbye.
Making an Appointment
from
for (2)
in (2)
out of
at
to
back (2)
on
Laura Nelson: Good afternoon. May I speak to Miss Anna Craig, please?
Miss Craig: It’s Anna Craig speaking.
Laura Nelson: Hello, Miss Craig. This is Laura Nelson, a lawyer 1) _____
‘Nelson Company’. Yesterday you left a message 2) _____ me to call you 3)
_____.
Miss Craig: Oh, hello, Ms. Nelson. I’m glad you called me 4) _____. Thank
you.
Laura Nelson: You are welcome. How can I help you?
Miss Craig: I was calling to make an appointment. I would like to know if I can
come and see you 5) _____ your office this week. It’s quite an urgent matter.
Laura Nelson: Just a minute, Miss Craig. I have to check my diary… Well,
Thursday or Friday will be all right. Which day do you prefer?
Miss Craig: How about Friday?
Laura Nelson: Yes. I am 6) _____ the office all morning but I will be available
after noon.
Miss Craig: That would be fine. It suits me too.
Laura Nelson: Would 2 p.m. be convenient 7) _____ you?
Miss Craig: Yes. But is it possible to meet at 3, instead?
Laura Nelson: OK. It sounds perfect to me too. So I’ll see you 8) _____ my
office 9) _____ Friday 10) _____ 3 o’clock.
Miss Craig: Thank you, Ms Nelson. I’ll look forward 11) _____ seeing you.
Laura Nelson: Likewise. Goodbye then.
39
UNIT II TELEPHONING
Ex.8. a) Are you good at saying keyboard symbols? Take turns to ask your
partner his / her email address and the last website he / she visited.
~ tilde
! exclamation mark
# number / hash / octothorpe
% percent
^ caret
& ampersand / and
* asterisk
| pipe / vertical bar)
( open / left parenthesis
) close / right parenthesis
_ underscore / horizontal bar
` acute
- dash / hyphen
= equals
{ open / left curly brace
} close / right curly brace)
: colon
" quote
; semi colon
[ open / left square bracket
] close / right square bracket
\ reverse solidus / backslash
/ solidus / forward slash
´ apostrophe / single quote
< less than
> greater than
? question mark
, comma
. dot (email, web), period (AmE) /
full stop (BrE)
b) Julie is calling Ryan Thomas at WorldWide Entertainment. Listen to
the conversation and write down the address of the website and Julie’s
personal password.
c) Why did Julie call WorldWide Entertainment?
Ex.9. Separate the three jumbled telephone conversations about making,
cancelling and rescheduling an appointment into dialogue one, two and three.
Role-play them with your partner.
40
UNIT II TELEPHONING
Receiver
Caller
Receiver
Caller
Receiver
Caller
Receiver
Caller
Receiver
1 Harper College. Can I help you?
2 Midtown Medical Clinic. Can you hold for a moment?
3 Good morning, Sally’s Hair Salon. How may I help you?
___ Yes.
___ Oh, hello. I have an appointment to get my hair cut today
at 4.00 p.m. but I’m afraid something’s come up and I
have to cancel it.
___ Yes. Can I speak to Professor Hibberd, please?
___ Actually, they are a bit expensive. Do you have anything
else?
___ It’s she.
___ How can I help you?
___ I’d like to make an appointment to see Dr Taylor.
___ May I have your name, please?
___ Good morning, professor. This is Lynn Brian. I was
wondering if I could come and see you some time this
week to discuss the project.
___ OK. What about tomorrow at 5 p.m.?
___ Nora Cumberbatch – C-U-M-B-E-R-B-A-T-C-H.
___ Just a moment, please. The next available appointment is
Friday at 10 a.m.
___ Oh, I’m sorry, I can’t make it then. Are there any openings
in the afternoon on Friday?
___ I’m sorry, I’ve got another meeting with Professor
Pearson. How does Friday sound to you?
___ OK, that’s fine. Would you like to book another
appointment?
___ No thank you. Not right now. I’ll call back to reschedule.
___ Let me check. Yes, you can see him at 3.30 p.m.
___ No, I’m afraid it’s not possible I’m really busy. Can we
try next week? Monday the 21th at 9.15 a.m.?
___ That’s great, thank you.
___ That’s fine. Thank you Mrs Hibberd, I’ll look forward to
seeing you then.
___ You’re welcome. Bye.
___ Likewise. Goodbye now.
___ Thank you, bye.
___ So that’s Friday, October 19th, at 3.30 p.m.
41
UNIT II TELEPHONING
Ex.10. a) Listen to two telephone conversations. What is the difference
between them?
b) Listen to these conversations again and complete the table.
Relation
between
people
Reason to
call
Request
made
Result of
the call
Conversation 1
Conversation 2
Ex.11. Louise Barry is calling Horizons Unlimited to find out the
results of the job interview she had two weeks ago. Can you guess what words
or phrases have been missed? Listen to the dialogues and check your
suppositions.
Telephonist: Good morning, Horizons Unlimited.
Louise: Hello. 1) __________ to Marion O’Neill, please.
Telephonist: Marion O’Neill... just a moment, I’ll 2) __________.
Secretary: Hello, how can I help?
Louise: Err...(3)____ to Marion O’Neill, please?
Secretary: I’ll just see if she’s 4) __________, can I ask 5) __________?
Louise: Louisa Barry.
Secretary: One moment, please, (pause). Hello?
Louise: Yes, hello?
Secretary: Yes, I’m afraid Marion’s in a meeting at the moment... Can I 6)
__________ or shall I ask 7) __________ back?
Louise: Well, I’m 8) __________ she interviewed me for a job about two weeks
ago and I haven’t heard anything yet.
Secretary: Okay, well. 9) __________ the message and ask her to call you back.
Have you got a number 10) __________ ?
Louise: Well, I’ll be here till about 4 o’clock... the number’s 01604472472.
Secretary: Right, and 11) __________?
Louise: No, but she can 12) __________ on the answering machine.
Secretary: Okay, then, thanks 13) __________.
Louise: Thank you, bye.
Secretary: Bye.
42
UNIT II TELEPHONING
Ex.12. This is the international word recognition table. It is used bу air traffic
control and mаnу emergency services. They chose words that didn’t sound
like аnу other ones. Take turns to spell names and surnames with your
partner.
A Alpha
C Charlie
E Echo
G Golf
I India
K Kilo
M Mike
B Bravo
D Delta
F Foxtrot
H HotelR
J Juliet
L Lima
N November
O Oscar
P Papa
Q Quebec
Romeo
S Sierra
T Tango
U Uniform
V Victor
W Whiskey
X X-ray
Y Yankee
Z Zulu
Ex.13. Imagine that you are calling your supervisor to make an appointment
for tomorrow to discuss the details of your coursework. In pairs, guess the
‘You’ sentences and present your conversation to the group.
You: Hello, this is ______. I am a student _____. I would like
_____________________________________________________________.
Supervisor: Hello. Mr. Smith is on the line. How can I help you?
You: I am calling_______________________________________________.
Supervisor: Yes, I know Mr Chan… So?
You: Well, ___________________________________________________.
Supervisor: Yes?
You: I wonder if you ___________________________________________.
Supervisor: Hmmm, we are rather busy. What would you like to do exactly?
You: ________________________________________________________.
Supervisor: Yes, well, as I said, we are very busy next week but you might be
able to arrange a visit for you the week after.
You: ________________________________________________________.
Supervisor: I will try to arrange something. Which day would you like to come?
You: Let me see… _____________________________________________.
43
UNIT II TELEPHONING
Supervisor: No, sorry! We have an office meeting in the morning. How about
Thursday?
You: ________________________________________________________?
Supervisor: 10 a.m. OK?
You: Yes, _____________________________________________________?
Supervisor: On the 7th floor, Room 723. Please ask for my secretary.
You: ________________________________________________________.
Supervisor: OK.
You: ______________________________________________________.
Supervisor: Me too! Good luck with your coursework.
You: ____________________________________________________.
Supervisor: Bye
Ex.14. In pairs, role-play the situations given below. Spend a few minutes
preparing what you are going to say. Turn to the Useful Language Box on
page 200 to help you. Sit back-to back or use your telephones (if possible) to
play a more accurate simulation.
Conversation 1. Student A is telephoning to Mr Brown’s office. Your situation
is on page 217. Student B is a receptionist at Mr. Brown’s office. Your situation
is on page 225.
Conversation 2. Student A is calling to make an appointment with a doctor.
Your situation is on page 217. Student B is a receptionist at the doctor’s office.
Your situation is on page 227.
Conversation 3. Student A is a calling to a lifelong friend. Your situation is on
page 219. Student B is answering the call. Your situation is on page 227.
Conversation 4. Student A is calling to Lloyds Bank to transfer some money.
Your situation is on page 219. Student B is a receptionist at Lloyds Bank. Your
situation is on page 229.
Conversation 5. Student A is telephoning Lakeside College to get the
information about their degree courses. Your situation is on page 219. Student
B is a receptionist at Lakeside College. Your situation is on page 231.
Ex.15. Look back through Unit II and add two more collocations you’d like
to remember to your Target Vocabulary.
44
UNIT II TELEPHONING
READING AND WRITING
Ex.1. a) What is an internet forum? Have you ever contributed to one? If so,
what type of forum was it? Why did you contribute?
b) Skim the forum posts and say which one is easier to read? Why?
Texting or Calling
Ever since its invention in 1876, the telephone has become a more and more
important part of our lives. It brought about a huge shift in interhuman
communication, making it quicker, more efficient, and more frequent. In recent
years, developments in the telecom field have been hard to keep up with. We
keep updating to more modern phones, stronger software, more useful apps and
better plan deals.
1992… The most significant landmark in the history of
telecommunications. Why? On that day a 22-year-old Vodaphone software
engineer named Neil Papworth sent the world’s first text message and changed
our lives. These days, it seems the text message has become the most popular
form of communication. However, very many people (me included) still prefer
a good call to a text message. Am I unhip? I might be missing something, but I
think there are plenty of advantages to phone calls over texting.
In my view, taking the time to make a call shows that you care about the
other person, that they’re important to you, and that what you want to
communicate is also very important. Calling is much more personal than texting
and is always useful when you need to convey some news to a person, but you’re
away from them.
Besides, it’s in our nature to talk to each other. We are human beings with
a need to communicate and with the instinct to talk. Having conversations
teaches us many things that texting can’t. It teaches us to think fast, to control
our reactions, and to interact with others. Talking also helps us get to know each
other as well as ourselves better.
By the way, don’t you just hate when you text someone and they only reply
to you hours later, keeping you waiting, wondering, and impatient? So do I.
People postpone answering texts for several reasons: they’re too busy, don’t
want to seem too attached to their phones, or simply don’t hear the short alert.
A phone call is always a fast, efficient solution that you can use for time
sensitive issues. Also, when calling, you show the other person that they’re
worth your time; they’re not just an object you juggle with in your daily ADDstyle activity.
45
UNIT II TELEPHONING
This isn’t some moral diatribe on what is the right way to communicate, but
it is an invitation to be a little bolder. Stop hiding behind typing on a screen and
reach out more to the people you call your colleagues, friends and lovers.
I’d be interested to hear what you think about this. Should we text or call?
Do you prefer texting or calling?
***
We’re all living busy, exciting lives. We all want short cuts and quick fixes;
but one place to take it slow is with communication. I think, texting is the lazy
way to connect. How many of you have had these text message exchanges?
“Hey Julie, how you doing?” “I’m doing good! How about u?” “Things are
good.” “Cool! So glad to hear.” For me, that’s a wasted conversation. Sure, it’s
good to know that your friend is doing OK. But you can call! I’m guilty of these
text conversations myself. When I don’t really want to have a full-on
conversation, only to keep the connection alive somehow, I send a quick checkin text and hope that the other person doesn’t come back with anything more
than “I’m good. You?” There’s definitely a time and place for texting, but I’m
sorry - that time is not every moment of every day. Have you seen the UCLA
study? It reveals that up to 93 percent of communication is non-verbal. The
words we use make up just seven percent of what is communicated. Our tone of
voice makes up 38 percent and body language makes up the remaining 55
percent. So where does that leave text messages? A text message, even with
your fancy enthusiastic emoticons, is only getting seven percent of your
message across. No wonder we’ve all had those text message
misunderstandings that make us look weird and feel embarrassed. I really can’t
work out why someone would spend minutes writing a text, when they could
just say the same thing in a few seconds? Will you help me understand that?
Ex.2. Read the forum posts again and tick the disadvantages of texting that
were mentioned in them. Which ones do you absolutely disagree with?




personal
insensitive
hands-free
convenient




slow
intimate
misleading
less stressful
 tiring
 confusing
 time sensitive
 more connecting
Ex.3. Look through the posts and underline words / phrases the writers use to
 introduce the personal opinion (in red).
 introduce an additional point (in yellow).
 link ideas (in blue).
 attract readers’ attention (any other colour available).
46
UNIT II TELEPHONING
Ex.4. Prepare a plan for your post answering the following questions.
1. Do you prefer texting or calling?
2. Will you describe only your choice (either calling or texting) or compare
them?
3. Is it necessary to write about the advantages and disadvantages of the points
discussed?
4. Can you present examples to prove your statement?
5. Will you join the discussions above or start your own one?
6. Would you ask other contributors to react to your post?
Ex.5. Write a forum post using the plan. Include phrases from Ex.3. if
appropriate. You may start with any of the suggested below beginnings or
develop your own ideas. Provide examples and explanations to support your
position. Before hitting ‘submit’ or ‘create thread’, read over your post at least
once. Make sure you’re not going off subject and look for any spelling or
grammar mistakes.
An Internet Forum Post
My mom once gave me 6 missed calls in 10
minutes. I called back thinking aliens were
kidnapping her. Turns out she wanted me
to buy bread (still love her though) …
I prefer neither but if I had to choose it
would be
47
UNIT II TELEPHONING
WATCHING
Stop Looking at your Phones
Ex.1. Do you like watching sitcoms or any other comedy shows? What can
they teach us? What are the best television series of all time? Have you seen
Mr Bean, the Simpsons, Inbetweeners, the Office? What role do they play in
our culture? Do they offer cultural commentary, or are they just meant for
mere entertainment?
Ex.2. You are going to watch an episode from the satirical mini-series The
Britishes. Match the words with their definitions to understand the video
better.
1.
2.
3.
4.
5.
6.
butler
casualty
issue
ridiculous
reception
disgraceful
a)
b)
c)
d)
e)
f)
a person killed or injured in a war or accident
the process of receiving broadcast signals
shocking
the chief manservant of a house
absurd
a problem
Ex.3. Watch the video and say whether the following statements are true (T)
or false (F).
1.
2.
3.
4.
5.
6.
7.
8.
9.
Rose wanted to discuss her marriage with James Poodle.
Nobody listened to her because they were looking at their phones.
Petal has just bought a new phone.
Telephones were invented a year ago.
Farther warned that phones could stop real-life communication.
Thorn has lost her phone.
Maid’s phone worked only under the table.
The telegram they received was from the sinking ship.
To hear the message again one should ask the butler to repeat.
Ex.4. Watch the video for the second time and complete the sentences with
the names of the characters.
48
UNIT II TELEPHONING
Countess
Rose
Thorn
Farther
Petal
Maid
1. __________ is choosing the most painful means of death.
2. __________ compared a telegram with a papyrus leaf floating down the river
in a bottle.
3. __________ uses phone to feel less embarrassed.
4. __________ can deal with more than one task at the same time.
5. __________ isn’t happy with a small size of a modern phone.
6. __________ suggests putting the phones in the centre of the table.
7. __________ promised that nothing would happen if they didn’t pick up.
8. __________ asked to repeat the message again.
Ex.5. Divide into two groups. Group 1 assign the roles of the comedy show
(Rose, Petal, Farther, Maid, Butler, the Countess, Thorn) and dramatise the
family breakfast. Don’t try to copy the actors. Improvise! Group 2 imagine
that you are TV show critics. Watch a play and prepare a review that identifies
each character’s strengths and weaknesses. Provide a commentary about
humour, acting, level of language and uniqueness of the plot.
49
UNIT III TRAVELLING
Planned in the right way, travelling can be about so much more than just
crossing places off your bucket list. There are lots to learn when visiting other
countries. Open yourself up to new experiences – stay in a local home stay,
volunteer with a community charity, get to know the people and the culture of
each new place you visit – and you’ll find that you return home, not only with
lots of great memories but a lot of new skills too.
As Mark Twain said: “Twenty years from now you will be more
disappointed by the things you didn’t do than by the ones you did, so throw off
the bowlines, sail away from the safe harbour. Catch the trade winds in your
sale. Explore. Dream. Discover”.





You will
enrich your vocabulary relating to travelling
learn how to book tickets both using the phone and online
improve your listening and writing skills
read several traveller’s stories
get useful travel advice
TARGET VOCABULARY
Key Words
allow (v)
announce (v)
Student’s Notes
collocations?
_____________________
derivatives?
arrive (v)
~ __ the station
~ __ London
board (v)
~ till
book (v)
~ a hotel, a table
change (v)
opposite?
prepositions?
check in (v)
opposite?
class (n)
collocations (5)?
compartment (n)
types?
_____________________
Example Sentence
That’s more than I can allow
you free.
derivatives?
what else?
prepositions?
50
Early booking is strongly
recommended.
UNIT III TRAVELLING
customs (n)
who works there?
declare (v)
items to declare?
delay (n)
a ~of 2 hours / a two-hour ~
departure (v)
the ~ lounge
duty (n)
associations?
_____________________
opposite?
_____________________
derivative?
flight (n)
collocations (2)?
fly out (v)
opposite?
gate (n)
where can you find it?
holiday
go on ~
journey (n)
associations?
_____________________
collocations (4)?
_____________________
opposite?
land (v)
luggage (n) BrE
left ~ office
carry on / hand ~
platform (n)
proceed (v)
AmE?
_____________________
purpose (n)
synonym?
_____________________
collocations (2)?
_________
_____________________
who works there?
seat (n)
ticket (n)
~ office ticket
open date ~
one-way ~ (AmE)
round-trip ~ (AmE)
travel (v)
~ by air / plane / sea / boat / ship /
road / train / car / coach
~ on foot
What is liable to duty?
Flight 516 is boarding on
Gate 3.
where can you find it?
associations?
BrE?
BrE?
derivatives?
_____________________
_____________________
_____________________
trip (n)
collocations (4)?
voyage (n)
collocations (2)?
_____________________
51
Please, fasten your seat
belts!
UNIT III TRAVELLING
VOCABULARY AND SPEAKING
Ex.1. In pairs ask and answer questions.
1. When was the last time you travelled…?
 by train
 by car
2. Where did you go?
3. How long did your journey take?
4. Did you have a good journey?
 by plane
Ex.2. a) Listen and tick (Ѵ) the means of travelling which were
mentioned.
van
tube
train
aircraft
car
tram
metro
airplane
bus
boat
coach
rickshaw
cab
taxi
subway
helicopter
bike
lorry
scooter
motorbike
ship
ferry
bicycle
underground
b) Put the means of travelling mentioned above into three groups.
Land
bicycle
___________________
___________________
Air
___________________
___________________
___________________
Sea
___________________
___________________
___________________
c) How do these people usually travel in your city / town?
 doctors
 old people
 schoolchildren
 police officers
 business people
 students and young people
Ex.3. Express your viewpoint on means of travelling mentioned in Ex.2. using
adjectives below.
environmentally
friendly
comfortable
fastest
safe
cheap
spectacular
Student 1: I think travelling by aircraft is faster than by train.
Student 2: In my opinion the fastest way to travel across a large city is by taxi.
Student 3: To my mind travelling by coach is as fast as by train.
52
UNIT III TRAVELLING
Usually a plane reserves a white stripe
in the sky so you can predict the
weather. According to the thickness of
the line you can determine large or
small air humidity is. A thin, shorterlasting tail indicates low-humidity air
and fair weather. A thick, longer-lasting
tail could signify the early indicators of
a storm.
Ex.4. Match the words related to the travelling with their definitions.
1. journey
2. trip
3. cruise
4. tour
5. flight
6. crossing
7. voyage
8. excursion
9. outing
10. expedition
11. travel
a)
b)
c)
d)
e)
f)
g)
h)
i)
a long journey by sea or in space
a short pleasure trip with a group
visiting different places, often with a guide
a short journey or a journey made on business
a journey by ship between two ports
visiting different places by ship
a journey by air
a short pleasure trip
an act of traveling or the time during which you travel
from one place to another especially when you go a
long way
j) taking journeys as a general activity of moving from
place to place
k) a journey for a scientific or a special purpose
Ex.5. a) Read these emails and write down the different collocations for travel,
journey and trip.
53
UNIT III TRAVELLING
Helen,
Have you made your travel arrangements
for the sales conference yet? If you want a
good travel agent, I can recommend
Discover The World. They specialize in
business travel. Their number is 2787696.
They’re very helpful.
Jimmie
Hi, Whitney,
I know next week is a business trip, but you
must do some sightseeing too while you’re
here. I suggest we take a day trip to
Dubrovnik on Sunday. It’s about three
hours by car, and we can take a boat trip to
the island. Looking forward to seeing you
on Monday. Safe journey.
Mike
Hi, Rose,
I’m finally here after an extremely tiring
journey! The flight was four hours late,
they lost my luggage, then there were no
taxis at the airport. I hope my return
journey is better! I’m at the Hotel Time
Out, room 1191, tel: 245397. Give me a call.
Steve
Elon,
I got some travel brochures with details of
camping trips. Want to meet for lunch to
look them? One of them is in Peru, but it’s
long overnight journey from the capital to
get there, so maybe we should look nearer
home? Nice to dream of holidays during
word time!
Mike
b) Complete the sentences with trip, travel or journey.
1. I’ll get some __________ brochures tomorrow and we can start planning
our holiday.
2. Susan is away on a business __________all week.
3. It’s a rather difficult overnight __________to the mountains but it’s well
worth it.
4. I prefer to arrange my holidays myself rather than use a ___________agent.
5. On Friday we went on a day__________ to an interesting old castle.
6. Was it a tiring _______ from Berlin to Chicago?
7. On summer weekends we often used to go on camping __________ .
8. Do you use a special firm to arrange business __________ for your staff?
9. Do you make your own__________ arrangements or does your secretary do
it all?
10. I hope your flight is on time tomorrow. Safe __________! See you at the
airport.
54
UNIT III TRAVELLING
Ex.6. Listen to the following conversations and fill in the missing
words. Practise them in pairs.
Buying a Train Ticket
Tourist: I’d like a ticket for the next train to York, please.
Ticket Office Assistant: 1) __________or return?
Tourist: A return please.
Ticket Office Assistant: What date will you be returning?
Tourist: On the 18th of January. Could you tell me if that’s a 2)
__________train?
Ticket Office Assistant: I’m afraid you have to 3) __________at Doncaster.
Tourist: Which 4) __________does it leave from?
Ticket Office Assistant: Six.
Tourist: And how much is the 5) __________?
Ticket Office Assistant: That’ll be £35.50, please.
Tourist: Here you are!
Buying a Plane Ticket
Tourist: Good morning. Could I have your 1) __________and ticket, please?
Ticket Office Assistant: Here you are.
Tourist: Do you prefer smoking and non-smoking?
Ticket Office Assistant: Non-smoking, please. Could I have a window
2)__________?
Tourist: Let me check if there is one available. Ah, yes. There is. Do you have
any 3)__________?
Ticket Office Assistant: Just this suitcase.
Tourist: Fine. Here’s your boarding 4)__________. You’ll be departing from 5)
__________16. Have a nice flight.
Ticket Office Assistant: Thank you very much.
Going through the Customs
Customs Officer: Good evening, 1) __________!
Tourist: Good evening!
Customs Officer: 2) __________are you arriving from?
Tourist: From London.
Customs Officer: 3)__________the purpose of your visit?
Tourist: Business. I’m here for a conference.
Customs Officer: 4) __________long are you staying in the US?
Tourist: A week.
Customs Officer: 5) __________are you staying?
Tourist: In San Francisco. At the Pacific View Hotel.
55
UNIT III TRAVELLING
Customs Officer: __________ you know anybody here?
Tourist: Yes, Mark Ryder.
Customs Officer: 6) __________he family or a friend?
Tourist: He’s a colleague – and a friend.
Customs Officer: 7) __________ you have his phone number?
Tourist: Yes, his mobile is 8) __________ .
Customs Officer: 9) __________this your first to the US?
Tourist: Yes, it is.
Customs Officer: Enjoy your stay in San Francisco.
Tourist: Thank you.
Ex.7. a) Florence is going on business trip for conference to Madrid (Spain).
Her origin location is Vilnius (Lithuania). Look through the on-line form for
booking flights on www.ryanair.com and find out
1. What kind of tickets does Florence need?
2. When does she fly out?
3. When does she fly back?
4. Does she need to change?
b) Imagine you are going on summer holidays to any European country you
like. Go to website www.ryanair.com and book a flight online for yourself /
your friend / your family. Walk around the class and talk to other class
members to find someone with the same destination to spend summer holidays
together.
56
UNIT III TRAVELLING
Student 1
Do you need a round
trip or a one way
ticket?
What is your origin
location?
What is your
destination?
On what date are you
departing?
When are you
returning?
Are your travel dates
flexible?
Do you need to
change?
How many adult
passengers are
travelling? Are there
any children?
Student 2
Student 3
Student 4
Ex.8. Travellers are going to buy plane / train tickets. Listen to two
conversations at the Ticket Office. Complete the table below for each speaker.
Points for Discussion
Places to go
Types of tickets
Departure time
No. Platform
Arrival time
Speaker 1
Speaker 2
Ex.9. Examine two different tickets. Study and compare the information
provided on them. Follow the plan to discuss your findings.
 Names of Travellers
 The Starting Point of Travelling
 Means of Transport
 Date of Travelling
 The Place of Destination
 Departure and Arrival Time
 Gate / Flight / Train Number
57
UNIT III TRAVELLING
Ticket 1
Ticket 2
Ex.10. Put the conversations in the correct order. Practise them in pairs.
Booking a Flight
Anna is calling to the ticket office. She’d like to book a flight.
Ticket Office Assistant: Midday. 15th December. I’ll check the timetable. I’m
afraid there aren’t any flights at midday.
Ticket Office Assistant: Good morning. Can I help you?
Ticket Office Assistant: Would you like to book the 6-15 flight now?
Ticket Office Assistant: Good morning. Yes, I would like to book a flight from
Amsterdam to London.
Anna: I see. When is the next one?
Ticket Office Assistant: Right. Could you tell me what day you would like to
go?
Ticket Office Assistant: At 6 -15 in the afternoon. Is that OK?
Anna: On 15th December. At about midday, if possible.
Anna: At 6-15? Yes that’s fine.
Anna: Yes. Please. I’ve got my credit card.
58
UNIT III TRAVELLING
Booking a Train Ticket
A man is going on business for a conference to Warsaw. But He lives and works
in Krakow. He is calling to Information Office to book a train ticket.
Businessman: Hello I’d like some information about trains from Krakow to
Warsaw, please.
Assistant: There’s an express at 10.50. Getting in at 4.30 p.m.
Businessman: It doesn’t really matter, but I have to be in Warsaw by 8.00 p.m.
Assistant: Well, the 12.26 arrives in Warsaw at 6.57 p.m. but you have to
change in Lodz.
Businessman: Yes. Can you tell me about trains from Krakow to Warsaw
tomorrow?
Operator: Hold the line, please. I’ll put you through to Information Office.
Assistant: There is. But you would still have to change.
Businessman: Hmm. I’d prefer to leave a bit later, I think.
Assistant: Information Office. Can I help you?
Businessman: The time is better, but I’d really rather not change. Is there a later
train?
Assistant: Certainly What time would you like to leave?
Businessman: I see. In that case the 10.50 is probably the best. Can I buy a ticket
now? I’ve got a credit card.
At the Customs
Mr Smith is going through the Customs. He has got some personal belongings
and things are liable to duty.
Mr Smith: Yes, I’ve got some presents. I’ve got a bottle of brandy and some
cigarettes.
Customs officer: Have you anything to declare?
Mr Smith: Thank you.
Customs officer: Will you read this notice carefully? ... Well, have you got
anything to declare?
Mr Smith: Yes, here they are.
Customs officer: Will you show them to me?
Mr Smith: I am sorry but I don’t know what I am allowed.
Customs officer: Are these two bags all you have, sir?
Mr Smith: Here they are.
Customs officer: Thank you, sir. Everything’s all right. Nothing is more
dutiable. Welcome to our country!
Mr Smith: Yes, they are all I have.
59
UNIT III TRAVELLING
Customs officer: Oh, yes, only a bottle of brandy. You are allowed that. Now
these boxes of cigarettes. That’s more than I can allow you free. I’m afraid
you’ll have to pay some duty on them. I’ll tell you how much in a moment. But
first let me see inside your bags.
Ex.11. You are going on a student exchange programme to New York (USA).
You are booking a flight and then are going through the Customs. Read
conversations in pairs and complete the ‘You’ sentences. Present your
dialogues to the class.
At the Ticket Office
Ticket Office Assistant: Good morning Can I help you?
You: 1) ________________________________________________________.
Ticket Office Assistant: New York? Would that be a round trip ticket or oneway?
You: 2) ________________________________________________________.
Ticket Office Assistant: And for what date?
You: 3) ________________________________________________________.
Ticket Office Assistant: Saturday, the nineteenth? Yes. That’s fine. What about
the return date? Do you have a fixed date in mind, or do you want an open
ticket?
You:4) ________________________________________________________.
Ticket Office Assistant: OK. Do you want a morning flight, or an afternoon
flight?
You:5) ________________________________________________________.
Ticket Office Assistant: Well, there’s a Cathay Pacific flight at ten-thirty and a
US Air one at twelve thirty.
You: 6) ________________________________________________________.
Ticket Office Assistant: Ok. If you just hold от a minute. I’ll check to see if
there’s a room. Yes, that’s fine
You: 7) ________________________________________________________.
Ticket Office Assistant: One thousand, eight hundred and seventy dollars.
You:8) ________________________________________________________.
Ticket Office Assistant: Now can I have your details, please?
At the Customs
Customs officer: May I look at your passport and customs declaration form, sir?
You: 1) ________________________________________________________.
Customs officer: Do you have anything to declare?
You: 2) ________________________________________________________.
60
UNIT III TRAVELLING
Customs officer: What do you have in this suitcase?
You: 3) ________________________________________________________.
Customs officer: OK, do you have anything else besides these?
You: 4) ________________________________________________________.
Customs officer: How much money do you have on you?
You: 5) ________________________________________________________.
Customs officer: That’s fine, thank you. You can proceed. Have a nice stay in
the United States.
You: 6) ________________________________________________________.
Ex.12. a) Look through the announcements and guess the missing words.
Where would you hear each of them? Then, listen and check your
suppositions. Divide into groups of three and make your own announcements.
***
“Good afternoon ladies and gentlemen. This is your purser speaking. On behalf
of our 1) __________ and crew I would like to welcome you all 2) ___________
the M.S. Jubilee. We wish you a pleasant and comfortable 3) ___________ As
passengers on the 4) ___________ can see we are now lifting the anchor and
shall be leaving the 5) __________ immediately. Passengers are reminded, for
security reasons, that at 17.30 we shall be holding a life saving drill. Your 6)
__________ can be found in the bottom of your wardrobes. The number of your
muster station is on the back of your 7) __________ door”.
***
“On behalf of the 1) ___________ Welcome aboard TWA flight 801 from New
York to Los Angeles. As we prepare for 2) __________, we would like to
remind you to place any 3) __________ in the overhead 4) __________. Make
sure your seat is in the upright position and please fasten your 5) __________.
Before our 6) __________ members of the crew will demonstrate the aircraft’s
safety 7) __________ and procedures. When our cruising altitude has been
reached, the crew will serve refreshments and a light snack. We wish you a
pleasant 8) __________”.
***
“1) __________ three for all passengers travelling to rugby, Stafford and
Crewe. Those with 2) ___________ for Manchester and the North should
change at Crewe 3) ___________. First class compartments are situated in the
first two 4) ____________. A buffet car is available for those wishing to buy
refreshments during the 5) ___________”.
Ex.13. Look back through Unit III and add two more collocations you’d like
to remember to your Target Vocabulary.
61
UNIT III TRAVELLING
READING AND WRITING
Ex.1. a) Think of one way that a journey could change your life for better or
for worse. Have you ever had / heard of such experience? If not, can you
imagine a situation of this kind?
b) Read two traveller’s stories with unexpected endings. Do you really think
that was a ‘good luck’ or ‘bad luck’? In pairs, decide what you think
happened next.
Bad Luck? (Part I)
Ian Johnson, a 27-year-old builder, went to work in Australia for a year,
leaving behind his girlfriend, Amy. Ian and Amy missed each other a lot and
after being six months apart. Ian planned a surprise. Without telling Amy he
caught a plane back to England to see her. After a 24-hour flight via Singapore
and a 17,600-kilometre journey he finally arrived at her house in Yorkshire in
the north of England, carrying flowers, champagne, and an engagement ring.
He rang the doorbell, but nobody answered. He had a key to her house so he
opened the door and went in. The house was empty. Ian thought Amy had gone
out for the evening and sat down to wait for her to come back. Tired after his
long journey, he fell asleep. When he woke up his phone was ringing.
Good Luck? (Part I)
Mrs Dorothy Fletcher was travelling with her daughter and her daughter’s
fiance on a flight from London to Florida. Her daughter was going to be married
there the following week. When they changed planes in Philadelphia they had
to rush between terminals to catch the connecting flight and Mrs Fletcher, aged
67, began to feel ill didn’t say anything to my daughter because l didn’t want to
worry her or miss the wedding, said Mrs Fletcher. But when the plane took off
from Philadelphia she suddenly got a terrible pain in her chest, back, and arm
she was having a heart attack. The cabin crew put out a desperate call to the
passengers, “If there is a doctor on the plane, could you please press your call
bell?”
Ex.2. Now read the second parts of the articles. Were you right? Did Amy and
Ian meet at the airport?
62
UNIT III TRAVELLING
Bad Luck? (Part II)
Ian thought Amy had gone out for the evening and sat down to wait for her
to come back. Tired after his long journey, he fell asleep. When he woke up, the
phone was ringing. Ian answered the phone. It was Amy. Ian said, “Where are
you?” She said, “Ian, I’m sitting in your flat in Australia”. At first he didn’t
believe her but then she gave the phone to Eddie, who lives in his flat in Sydney,
and Eddie told him it was true. Ian was so shocked he couldn’t speak.
Amy had had the same idea as Ian. She had flown from London to Sydney
via Singapore at exactly the same time. Ian was flying in the opposite direction.
Incredibly, both their planes stopped in Singapore at the same time. Ian and
Amy were sitting in the same airport lounge but they didn’t see each other. Amy
had saved all her money to buy a ticket to Sydney. She wanted it to be a fantastic
surprise for Ian. She couldn’t wait to see his face when he arrived. Amy said,
“You can’t imagine how I felt when I arrived at his flat and his friend Eddie told
me he had gone to England! I just couldn’t believe it! When I spoke to Ian on
the phone, he told me that he had flown back to England for a special reason
and then he asked me to marry him. I didn’t know whether to laugh or cry but I
said yes.”
Ian said, “It was just bad luck. If one of us had stayed at home, we would
have met. It’s as simple as that.”
Good Luck? (Part II)
The cabin crew put out a desperate call to the passengers: “If there’s a
doctor on the plane could you please press your call bell?” The cabin crew were
hoping to hear this, but they didn’t. Incredibly, there were fifteen doctors on the
plane, and all of them were cardiologists. They were from different countries
and they were travelling to Florida for medical conference. Four of the doctors
rushed to give emergency treatment to Mrs Fletcher. At one point, they thought
she had died, but finally they managed to save her life. The plane made an
emergency landing in North Carolina and Mrs Fletcher was taken to hospital.
After in hospital for four days, she was able to go to her daughter's wedding.
Mrs Fletcher said, “I was lucky. If those doctors hadn’t been the plane, I
would have died. I can’t thank them enough”. But now that Mrs. Fletcher is
back in England, she has been less lucky with British hospitals. Mrs Fletcher
said, “I had fifteen specialists on the plane, but I’ll have to wait three months
until I can see one in this country!”
Ex.3. Write down an email to your friend (70-90 words). Describe one of your
trips with an unexpected ending.
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UNIT III TRAVELLING
WATCHING
Ex.1. a) Do you often watch videos containing tips and lifehacks? What do
you like / dislike about such videos?
Ex.2. Watch the video ‘7 Simple Tips for Having the Best Flight Ever’ and
say whether the following sentences are true (T) or false (F).
1. The temperature outside the cabin warms the plane’s fuselage.
2. Drinking water used to prepare hot beverages on board can contain
malignant bacteria.
3. Pockets and seat backs are cleaned thoroughly.
4. There is a greater chance that the morning flight will be delayed.
5. For the crew it’s easier to bring additional food and other things to the final
rows.
6. It’s better to inflate your neck pillow into full volume.
7. Standard meal is usually tastier and more varied than meals from a special
menu.
Ex.3. Give a synonym mentioned in the video for each of the words below.
look
wave
drink
advice
choose
keep out of
aircraft body
specific feature
Ex.4. Give the opposite mentioned in the video for each of the words below.
alike
better
refuse
deflate
increase
internal
pleasant
carelessly
Ex.5. Now make your own video with travel tips!
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UNIT IV ASKING THE WAY
A mobile phone isn’t just for browsing around and socialising in online
communities, it’s also an incredibly powerful navigation tool. Whether you’re
driving, walking, biking or riding public transport, you may use travelling apps
and websites that pull in a wealth of information to get you to the destination
you want (provided you know the right buttons to tap and settings to check).
But what will you do if you lose your gadget or it suddenly dies and doesn’t
charge? That’s when you realise something is missing from Google Maps.
What? Real-world conversation. Put your phone in your pocket and ask away!
You will





enlarge your vocabulary related to asking the way
practise using these items in conversation
watch an episode from a science series Brain Games and
participate in one of the games
read an article about behaviour rules on public transport
learn how to write an information booklet
TARGET VOCABULARY
bus (n)
a ~ stop
Student’s Notes
AmE?
_____________________
collocations?
_____________________
corner (n)
__ the ~
_____________________
preposition?
cross (v)
derivatives?
discount (n)
student ~
far (adv)
too ~ to walk
fare (n)
associations?
_____________________
opposite?
____________________
meaning?
_____________________
get (v)
~ off
~ on
~ to
_____________________
_____________________
_____________________
_____________________
Key Words
ATM (n) (BrE)
65
Example Sentence
Train fares are going up again.
You need to take bus 7 to get to the
central park.
UNIT IV ASKING THE WAY
go (v)
~ __ the street
~ straight __
~ past
left (adj)
line (n)
look for (v)
past forms?
_____________________
prepositions?
_____________________
synonym?
collocations (3)?
_____________________
_____________________
_____________________
_____________________
synonym?
lose (v)
past forms?
_____________________
collocations?
next to (prep)
synonym?
opposite (prep)
antonym?
right (adj)
collocations (4)?
_____________________
sights (n)
full form?
take (v)
~ a bus /a taxi
~ the first turning
~ the second left
~ the third
traffic (n)
~ lights
__ the traffic-lights
~ jam
obey ~ laws
taxi rank (n)
past forms?
_____________________
_____________________
_____________________
preposition?
_____________________
_____________________
preposition?
meaning?
train (n)
a direct ~
change ~
underground (n)
subway
metro
walk (v)
You need to transfer to the
Kupalauskaja line.
They sat opposite one another.
Did you have a chance to do any
sights?
associations?
_____________________
_____________________
_____________________
what?
definitions?
collocations (4)?
66
Improving visibility and ensuring
drivers obey traffic laws is the best
way to prevent pedestrian
accidents.
UNIT IV ASKING THE WAY
VOCABULARY AND SPEAKING
Ex.1. In pairs, decide which of the items below you would like to have in case
you got lost in a city. Explain your choice.
map
mobile
phone
compass
laptop
travel guide
Ex.2. a) Match the pictures on the left with the suitable phrases on the right.
a) turn left into Oxford Street.
1.
b) turn right into Oxford Street.
2.
c) take the first turning on the right.
3.
d) go through the park.
4.
e) go along the river.
5.
f) go down the hill.
6.
g) go over the bridge.
7.
h) go up the hill.
8.
b) Listen to the recording and tick the phrases that were mentioned.
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UNIT IV ASKING THE WAY
Ex. 3. Find the corresponding phrase for each picture below.
Take the
next right.
Turn left at the
traffic-lights.
Go past the
cinema.
It’s on the
corner.
Go straight on
at the lights.
It’s on the other
side of the road.
Go down to the
end of the road.
It’s on
your left.
Cross the
road.
It’s the
second right.
Ex.4. Put the words in the right order to make sentences. Together with your
partner, make up a story using at least three of them.
1.
2.
3.
4.
5.
6.
come / the hospital / Keep / until / to / walking / you.
cross / and / Leave / the road / the station.
about / Follow / metres / the / road / 500 / for.
at / off / Get / stop / the bus / the next.
nearest / you / tell / is / taxi rank / where / me / Could / the?
the / You / to / have / change / underground / get / ‘Ploshcha Peramohi’ / to
/ station / to.
7. need / I / get / a / to / park / the / tram / to / take / to / Do?
8. for / I / looking / am / cash point / a.
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UNIT IV ASKING THE WAY
Ex.5. a) Pair the verbs in column A with a corresponding phrase in column B.
A
go
walk
turn
cross
change
take
follow
B
the street
a taxi
past the cinema
along Green Street
the signs
left into High Street
trains
b) Give your ideas on the following with the phrases from above.
1.
2.
3.
4.
5.
6.
7.
8.
To get to the nearest shop, you need to …
To get to your house in 15 minutes, you should …
To get to the airport, you have to …
To get to the park, you can …
To get to the meeting on time, you should …
To get to the theatre, you can …
To get to Britain, you have to …
To get to the bus stop, you need to …
Ex.6. Listen to five teenagers talking about their journey to school and
complete the table.
Distance
Danny
Charlotte
Craig
Ann
Joe
Time
km
km
km
km
km
mins
mins
mins
mins
mins
Ex.7. Circle the correct alternative.
1. Do I need to cross at / – / along / Rakauskaja street?
2. Go straight on / – / down until you see the library.
3. The post office is not far from here, you just need to turn at / – / on right,
and it will be on the other side opposite / in / of the road.
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UNIT IV ASKING THE WAY
4. At / on / near the traffic-lights, go through / over / along the bridge, and the
theatre will be on / at / in your left, against / opposite / before the hospital.
5. The bank is on / after / in the corner, you just need to take the first turning
along / on / across the left.
6. You need to take the third on / at / in the right and go straight – / on / along
to find the way to the Town Hall.
Ex.8. a) Listen to three dialogues where people ask for directions. Write
down the name of the place they are looking for and how they are going to
get there (by car, bus, etc.).
Place
Transport
Dialogue 1
Dialogue 2
Dialogue 3
b) Here are five ways of asking for directions. Listen to the dialogues
again and fill in the gaps in the sentences.
1.
2.
3.
4.
5.
Can you 1) __________? I’m 2) __________Church Street.
Do you 3) __________Church Street 4) __________?
5) _______________ directions?
Excuse me, how 6) _______________ Central Station, please?
How long 7) ____________________ ?
Ex.9. Luke is in London. He wants to get to the Atlantic Hotel. Put the
conversation between Luke and Helen in the logical order and then role-play
the dialogue.
Luke: Yes. I’m from Montreal, Canada. This is my first time in Britain.
Helen: Nice to meet you, Luke. I’m Helen. I’ll tell you what. I’ll walk with you
to the bus stop on the corner and you can take bus 45. It stops right outside your
hotel.
Luke: Oh dear. I’ve been sightseeing all morning, you see, and I’ve walked for
miles. I was sure I was in the right area, though.
Luke: It’s Luke.
Helen: Yes, what seems to be the trouble?
Luke: Oh, that would be great. My legs are really tired from all the sightseeing.
Thanks a lot.
Helen: The Atlantic Hotel? You are lost. That’s on the other side of town.
Luke: Excuse me, could you help me, please?
Helen: Really? What’s your name?
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UNIT IV ASKING THE WAY
Luke: Well, I’m looking for the Atlantic Hotel, but I think I’m a bit lost.
Helen: Are you here on holiday, then?
Ex.10. Imagine that your friend is giving instructions to a foreigner and he
has made some mistakes. Look at the map and correct them.
Tourist: Excuse me, please. Can you tell me where the nearest ATM is, please?
Passer-by: Well, it’s really simple. First, walk up Cyril and Methodius Street
and go past the church.
Tourist: Sorry, I didn’t get that. Could you repeat the name of the street?
Passer-by: Cyril and Methodius Street.
Tourist: I see.
Passer-by: Then turn right into Muzykalny Lane.
Tourist: Just a minute. I want to write this down ... OK.
Passer-by: OK, next go along Muzykalny Lane past the cafe. When you get to
Zybitskaja Street, carry on along the road. Are you with me so far?
Tourist: Yes.
Passer-by: All right, now walk down Zybitskaja Street and it will be on your
right, near the crossroads with Internatsyjanalnaja Street.
Tourist: Just to double check. Near the crossroads with Internatsyjanalnaja and
Zybitskaja Streets.
Passer-by: Exactly.
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UNIT IV ASKING THE WAY
Tourist: Thanks a lot.
Passer-by: You’re welcome.
Ex.11. People are asking for directions, but they have forgotten some words.
Help them and find a suitable word for each gap.
***
Hannah: Excuse me. We’re trying to get to the carnival. Is this the right bus
1) _____________________?
Fred: Yes, but you don’t need the bus. It’s very close.
Hannah: Oh! Can we walk?
Fred: Yes, it takes about ten minutes from here. Just go
2) _____________________ on. You’ll hear the music.
Hannah: OK. Thank you very much.
Fred: My pleasure.
***
Bill: Excuse me, can you help me? I’m 3) _____________________ for the
Plaza Hotel. Is this the right way?
Katie: Um … Plaza Hotel, Plaza Hotel. Yes, carry on past the Picturehouse
Central and take the first on the left, it will be just round the corner.
Bill: Could you say that again, please? I didn’t quite catch that.
Katie: You need to go 4) _____________________ the Picturehouse Central
and take the first 5) _____________________.
Bill: I see.
Katie: Then keep going along there for about fifteen minutes until you reach the
end of the road. And you’ll see the sign for the hotel. You can’t miss it.
Bill: OK. Can you show me on the 6) _____________________?
Katie: Sure.
***
Viktor: Excuse me, we want to get to The Grand Motel. Is it far?
Harry: Um…sorry, I’ve no idea. Jim, do you know?
Oliver: What?
Harry: The Grand Motel?
Oliver: The Grand Motel? Yeah, it’s just over there. Just
7) _____________________ down to the end and 8) _____________________
left at the roundabout. Go 9) _____________________ the…um…there’s a
restaurant. Go 10) ________________ the restaurant and it’s on the left. Got it?
Viktor: Not really. So I need to go down to the end of the
11) _____________________, turn left somewhere…
Oliver: At the roundabout, a road junction like a circle.
Viktor: OK. And then go past the restaurant and it’s on the left.
Oliver: Yeah, that’s it.
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UNIT IV ASKING THE WAY
Viktor: Thanks a lot.
Oliver: Cheers.
***
Angelina: So, we take this blue line?
Ginny: Yea, it’s called the ‘Piccadilly’ line, but which direction?
Angelina: Well, we’re at the end of the line, so we go eastbound.
Ginny: OK. This will take us east into town then.
Angelina: Do we have to 12) _____________________ trains?
Ginny: Mine’s direct, but you have to get off and change to
13) _____________________ to King’s Cross.
Angelina: Which 14) _____________________ do I take next?
Ginny: And then you take this blue line, the ‘Northern’ line, and go north.
We use ‘should’ to give, or ask for, advice in the
present. Should I take a bus?
‘Have to’ is used for responsibilities at work and in
everyday life. In Britain, you have to drive on the left.
‘Must’ is used for strong personal obligations and
recommendations, in written rules and instructions.
People must obey traffic laws. You must not cross the
street here.
We can use ‘need’ to express that something is
important for you to do (one time, rather than
referring to a responsibility or duty). You needn’t take
a bus to get there (you don’t need to take a bus). This
building is in five minutes’ walk.
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UNIT IV ASKING THE WAY
Ex.12. People in Britain use different words to speak about payments for their
journeys on a bus, train or tram. In the table below there are the basic notions
concerning public transport fees, which are useful to know about before you
travel.
a) Match the words on the left with their definitions on the right.
Oyster
a)
a card, ticket, or permit entitling the
holder to travel by bus/tram, typically for a
particular period of time or within a
particular area
Oyster photocard
b)
a plastic smartcard used to pay for
public transport services in London
Contactless card
c)
a ticket that gives you the freedom to
travel as much as you like on bus, Tube,
tram, London Overground, and different
rail services in London. They are available
for: a day (paper ticket only), 7 days (on
Oyster), monthly (on Oyster), annual (on
Oyster).
d) a debit, credit, charge or pre-paid card
which can be used for purchases under £30
with no need for a PIN or signature
Fare
Pass
e)
an Oyster smartcard that contains
your photo and gives you benefits
Travelcard
f) the money paid for a journey on
public transport
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UNIT IV ASKING THE WAY
b) Insert the words from the table above to complete the traveller information
leaflet. Some of them are to be mentioned more than once.
Traveller Information Leaflet
The Underground in London is divided into nine zones: central London is
covered by zone 1. There are 11 Tube lines. The Tube 1) __________ depends
on how far you travel, time of day, and how you pay.
A single 2) __________ in central London costs £4.90 when you pay in
cash. 3) __________ or contactless payments are the cheapest ways to pay for
single fares. Use an 4) __________ or 5) __________ and pay just £2.40.
Buses don’t just offer a scenic way of getting around London – they’re easy
on the wallet too! A single 6) __________ costs just £1.50, while unlimited bus
travel on a 7) __________ costs £4.50.
16 and 17-year-olds can buy 7 Day, Monthly or longer period
8) __________s, plus bus and tram 9) __________es, at child rate provided they
have a 16 + 10) __________.
Students aged 18-years and older who live in a London borough and are in
qualifying full-time education can also apply for 18 + student 11) __________
discount to get 30% off the price of adult-rate 12) __________s and bus and
tram 13) __________es.
c) Create a similar information leaflet for foreign travelers using the Minsk
Metro.
In the Minsk metro you can use tokens or smart-cards to pay for your
travels. Smart-cards can also be used to pay for bus,
tram or trolleybus travels.
If you plan to use public transport more than once,
it is sensible to have a travel card. They exist in several
variations depending on how often you are going to
travel and for which period of time: …
Ex.13. Divide into pairs. Take turns to give and ask for directions.
Student A asks for directions
Student B asks for directions
 from a well-known place in the  from the university to a nearby café
city to Student B’s house
 from Student B’s house to the  from a nearby café to a well-known
university
place in the city
Ex.14. Look back through Unit III and add two more collocations you’d like
to remember to your Target Vocabulary.
75
UNIT IV ASKING THE WAY
READING AND WRITING
Ex.1. a) Have you ever travelled? What countries have you visited? Did you
manage to notice how people behave in public transport?
b) Skim the article about etiquette on public transport and do the exercises
below.
British vs Swiss
If you’ve ever been to London, you’ll know how militant users of the tube
can be about obeying the rules.
If visitors fail to stand on the correct side of escalators (stand on the right,
walk on the left), or don’t let people off trains before attempting to get on, they
feel Londoners’ wrath – and with good reason: these rules work, keeping this
behemoth of a city moving with the least amount of fuss.
Now Geneva is taking inspiration from these very British rules to encourage
public transport users in the city of Calvin to be more courteous to each other.
On Monday three actors dressed as quintessential Brits – one in the busby
and red jacket of a Buckingham Palace Foot Guard; one in black tie and top hat;
and a third dressed as the Queen – were on hand at Geneva’s Cornavin train
station to show people how to board trams and buses in a polite and respectful
manner.
The aim was to stop people pushing onto carriages without waiting for
others to get off first – a common occurrence in Geneva.
“On public transport the English take care to be respectful, they let people
get off before boarding,” Geneva transport minister Luc Barthassat told The
Local. “These are things that unfortunately in Geneva we get the impression
have been lost. When people are in a hurry they fail to pay attention to others.”
The three clichéd British characters were chosen for the campaign “because
everyone knows them”, he said, adding that public transport users in Japan are
also known for being polite but that the proximity of Britain and British culture
makes their behaviour more relevant to the Swiss.
To boost awareness of the campaign the three actors also gave out mint
chocolate in the station – mint is a popular chocolate flavour in England but, as
any English expat in Switzerland knows, It’s not common in the alpine country.
“The campaign is aimed at every transport user, whatever their chosen
method of transport,” Barthassat added. “That’s really the main objective, to
make everyone realise that they have a role to play, that with better behaviour
things will work better.”
The overwhelming reaction has been positive, with many posting their
responses on social media.
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UNIT IV ASKING THE WAY
“To go ‘British’ is an excellent idea”, one woman wrote on the campaign’s
Facebook page, adding that her experience of using public transport on a recent
visit to London was very positive. “It’s a shame the weather isn’t better in
England, because for the kindness and self-discipline of the English I would
certainly move there ...”.
“In London, people wait patiently in line for the bus and wait until other
people get off before boarding,” said another.
Many bemoaned the lack of respect among users of Geneva’s public
transport system and hailed the campaign as a good idea, though one commenter
said it offered an ‘idealistic’ view of English behaviour.
“English politeness is an urban legend,” said another.
Ex.2. Read the article again and choose the best alternative.
1. If you’ve ever been to London, you’ll know that the British people …
a) don’t pay much attention to obeying the rules;
b) think that not obeying the rules is extremely irritating;
c) don’t express their attitude towards other people’s behaviour on public
transport.
2. People dressed as quintessential Brits are …
a) actors employed to show the local people the polite and respectful manner
of boarding buses;
b) typical British tourists;
c) actors that are acting in a film about British transportation system.
3. Geneva transport minister said that …
a) the English don’t let people get off before boarding;
b) when people in Geneva are in a hurry they tend to pay attention to others;
c) the level of politeness on public transport is higher in Britain that in
Switzerland.
4. The three clichéd British characters participated in the campaign because …
a) the British is the only nation known for being polite;
b) only the British people have such recognisable characters;
c) of the fact that Britain is much closer to Switzerland, so their behaviour
is more relevant to the people in Geneva.
5. The three actors gave out mint chocolate in the station …
a) to attract more attention to the campaign;
b) because the Swiss adore mint chocolate;
c) to make the experience of using public transport better.
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UNIT IV ASKING THE WAY
6. The campaign …
a) didn’t draw much attention;
b) received favourable feedback;
c) was perceived as an idealistic idea.
Ex.3. What are the advantages and disadvantages of our public transport
system? Fill in the table and compare the three cities.
Geneva
London
Minsk
Usage of escalators
Boarding
Getting off
Ex.4. Imagine that you work for a public transport company and you were
given a task to create a list of behaviour patterns that would make a trip
comfortable for foreigners. Write 7-10 points considering the peculiarities of
the public transport system in your country that may be unknown to tourists.
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UNIT IV ASKING THE WAY
WATCHING
Not Afraid to Ask for Directions
Ex. 1. a) Look at the headline and guess what the video will be about.
b) Match the words with their definitions.
1. vacation
2. bearings
3. block
4. hot dog cart
5. surroundings
a) comprehension of one’s position, environment, or
situation
b) a specialised mobile food stand for preparing and
selling street food, specifically hot dogs, to
passers-by
c) the things and conditions around a person or thing
d) a small section of a city, town, etc., enclosed by
neighbouring and intersecting streets
e) a period spent away from home or business in
travel or recreation
Ex.2. Take a look at the map from the video. Listen one more time and try to
follow the directions to find your way to the museum.
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UNIT IV ASKING THE WAY
Ex. 3. Complete the following sentences with the missing words. Listen again
and check your answers.
left
awareness
lost
have
front
map
miss
pay
wallet
beware
bearings
pickpockets
directions
north
follow
aware
turn
abilities
blocks
catch
You think you have your 1) __________, but you 2) __________ the corner,
and suddenly you’re lost! The good news is – you have a 3) __________! The
bad news is – you 4) __________ no idea where you are. 5) __________ close
attention as this couple asks for 6) __________ to the museum. So you’re gonna
have five blocks 7) __________. When you to Joey’s Pizza, make it right, then
you’re gonna go three 8) __________ east, there’s a hot dog cart at this point,
you’re gonna 9) __________ at that hot dog cart, and you’re gonna three blocks
past this jazz club and it’s gonna be right in 10) __________ of you, you can’t
11) __________ it. Were you able to 12) __________ the student’s directions
to the museum? If your brain mapping 13) __________ were up to the task,
you’d see that the directions the student gave were spot-on. For those who
followed along – congratulations on having great spacial 14) __________!
Instead of watching the student helping a 15) __________ couple with
directions, you were watching a couple of 16) __________ helping themselves
to the student’s cell phone, 17) __________ and tablet. Now, did you 18)
__________ any of that the first time we showed it to you? Probably not. It just
goes to show you should be 19) __________ of your surroundings and 20)
__________ of what you might be missing.
Ex.4. Work in pairs. Discuss the following questions.


Have you ever got lost? Where did that happen? How did you find your
way?
Have you ever had your belongings stolen? How did that happen? Did you
take any action to find them?
80
UNIT V AT A HOTEL
The tallest hotel in the world is in Dubai, United Arab Emirates. It’s 1,165
feet tall and has 77 floors. The most expensive hotel in the world is in Geneva,
Switzerland. In 2018, their most expensive suite cost $83,200 per night. What
do these two hotels have in common? English-speaking staff. It doesn’t matter
if the hotel you stay is expensive or cheap, new or old, if it is in Great Britain
or somewhere else. All you need is to be able to communicate in English. Don’t
worry, though, this post will get you there! That’s exactly why we’ve created
this handy guide for you. By the end of this unit
You will:
 enlarge your vocabulary relating to staying at a hotel
 learn how to deal with hotel problems
 watch a video about one of the most unusual hotels in the
world
 read about Wow Customer Services
 learn how to write a thank-you letter
TARGET VOCABULARY
Key Words
accomodation (n)
 bed and breakfast
Student’s Notes
___________________
what else (4)?
account (n)
bill (n)
break (v)
charge (v)
~ __ pizza delivery
collocations?
synonym?
past forms?
meanings (3)?
preposition?
collocations?
___________________
opposite?
derivatives?
collocations?
___________________
check out (v)
confirmation email (n)
deposit (n)
make an advance ~
pay a ~
facilities
 air conditioner
 refrigerator
 shower
pronunciation?
___________________
synonym?
short form?
___________________
81
Example Sentence
What is the check-out time?
You will receive an email
confirmation on the email
address provided during the
reservation process.
UNIT V AT A HOTEL
hotel (n)
capsule ~
stay __ a ~
hotel staff (n)
 bellboy
 front desk clerk
 maintenance
 porter
lift (n) (BrE)
pronunciation?
The Ritz in London
The Plaza in New York
In Minsk?
___________________
___________________
preposition?
___________________
___________________
synonym?
___________________
___________________
AmE?
collocations?
___________________
overlook (v)
synonym?
reception (n)
associations?
___________________
reserve (v)
derivatives?
___________________
synonym?
room (n)
some other types (5)?
___________________
___________________
___________________
___________________
 adjoining ~
 interconnecting ~
 Hollywood twin ~
service (n)
food ~
some other types (2)?
___________________
spell (v)
past forms?
suite (n)
definition
from
Oxford
Learners Dictionary
AmE?
synonym?
AmE?
___________________
tap (n) (BrE)
leaking ~
taxi (n)
order ~
call ~
wake-up call (n)
collocations?
82
For the room number 419 you
can say:
four nineteen or four one nine
UNIT V AT A HOTEL
VOCABULARY AND SPEAKING
Ex.1. With your partner brainstorm the words associated with ‘hotels’. Think
about examples you can use to support your point of view. Who won and
named more?
Hotel
money
Ex.2. In pairs, say if you think these are the same or different and why.
1.
2.
3.
4.
5.
Check-in and check-out.
Luggage and baggage.
A lift and an elevator.
A hotel and a hostel.
A hotel and a motel.
6. A single room and a double room.
7. Booking and reservation.
8. A front desk clerk and a receptionist.
9. A wake-up call and a telephone call.
10. A room and a suite.
Ex.3. Listen and write down the names of accommodation. Add them to your
Target Vocabulary. Mark where the stress falls.
1. __________
2. __________
3. __________
4. __________
5. __________
6. __________
Ex.4. a) Look through the following types of accommodation and complete
the sentences. Have you ever stayed at such hotels / in such places? Would
you like to? Why (not)?
Campsite
Hotel
Hostel
Bed and
breakfast
Motel
Couchsurfing
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Capsule
hotel
UNIT V AT A HOTEL
1. __________ is a building where people stay, usually for a short time, paying
for their rooms and meals.
2. __________ is a building that provides cheap accommodation and meals to
students, workers or travellers.
3. __________ is a hotel for people who are travelling by car, with space for
parking cars near the rooms.
4. __________is a service that provides a room to sleep in and a meal the next
morning in private houses and small hotels.
5. ___________ is a place used for overnight stay in an outdoor area. It is an
area usually divided into a number of pitches, where people can camp
overnight using tents or camper vans or caravans (BrE).
6. __________ also known as a pod hotel, is a type of hotel developed in Japan
that features a large number of extremely small ‘rooms’ (capsules) intended
to provide cheap, basic overnight accommodation for guests who do not
require or who can’t afford the services offered by more conventional
hotels.
7. __________ is staying the night at the home of another person, especially a
stranger, for free.
b) Say what type of accommodation you would recommend to
a) a person who is eager to relax after a very stressful year and who is looking
for some cheap accommodation
b) a newly wedded couple looking for a special place with excellent services
to spend their honeymoon
c) a family with two children and a dog
d) a student travelling by car
e) a person travelling on business
f) a group of ‘Greenpeace’ leaders planning to organise a meeting in an ecofriendly place.
Ex.5. a) When arranging your stay at a hotel you can’t but use ordinal
numbers. Are you good at that? Practise saying them.
b) Read the dates in English. Then listen and check yourselves.
May 8, 1972
July 19, 2000
March 29, 1900
September 4, 1995
March 3, 2006
May 5, 2010
October 8, 1995
December 4, 2020
84
August 1, 2020
January 21, 2007
September 22, 2008
October 31, 2007
UNIT V AT A HOTEL
Ex.6. Imagine that you are going abroad (on business or for pleasure). Which
of the types of accommodation are you going to choose? Conduct a survey.
Walk around the class and count how many people are going to choose this
or that type; find someone with a choice similar to yours. Complete the table
and make a report about the preferences.
Type of
accommodation
Motel
Hotel
Hostel
Campsite
Capsule hotel
Bed and breakfast
you S1
S2
S3
S4
S5
S6
S7
S8
When you write dates in numbers, the American
style is month - day - year. So, in the USA and
Canada, 5 / 12 is 12th May. The international style
is day - month - year. So, in Britain, Australia and
in most other countries in the world, 5 / 12 is 5th
December.
Ex.7. a) Match the pictures on the left with the descriptions on the right and
say what types of rooms these are: adjoining rooms, double room, duplex,
Hollywood twin room, interconnecting rooms, king room, single room, twin
room.
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UNIT V AT A HOTEL
a) a room with a single bed that is
intended for one person to sleep in
(often in a hotel or rented
accommodation)
1
b) a room where there would be only
one large bed
2
c) a hotel room containing two single
beds
3
d) a room that can accommodate two
persons with two twin beds joined
together by a common headboard
4
e) an apartment which has rooms on
two floors
5
f) two adjacent rooms equipped with
a door opening between them which
can lock from both sides, in addition
to the doors that open into the
corridor or hallway
g) hotel rooms which are next to each
other but have no common doors or
passages
6
7
h) a room with a king-size bed (extra
large, usually measuring between 76
and 78 inches wide and between 80
and 84 inches long)
8
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UNIT V AT A HOTEL
b) Which of the above mentioned rooms would you prefer and why (if you
travelled alone or with a group of people, with your family, if you travelled on
business or for pleasure, etc.)?
Example: If I travelled alone, I’d prefer a single room because ... .
Ex.8. a) Look at the conversation between a front desk clerk and a
customer. Before you listen, guess the ‘Customer’ sentences. Then listen to
the recording and compare.
Front Desk Clerk: What kind of room do you want?
Customer: ___________________________________________ .
Front Desk Clerk: Fine. I have a double room available.
Customer: ___________________________________________ .
Front Desk Clerk: No, it doesn’t, but it has a shower.
Customer: ___________________________________________ .
Front Desk Clerk: $99 per night. How are you paying?
Customer: ___________________________________________ .
The front desk can deal with most problems. Most large
hotels have touch-keys for the major departments Housekeeping, Maintenance, Valet Service, Room
Service, Bell Captain, Concierge, Reservations etc. If
you cannot get an immediate answer, call the front desk.
Sometimes you need to complain. It is best to be polite,
but firm. You can ask to speak to a manager, but don’t
do this unless you have to. It is insulting to the person
you are talking to.
b) In pairs, replace the ‘front desk clerk’ and ‘customer’ sentences changing
the information about the type of room and the hotel facilities mentioned in
the price list.
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UNIT V AT A HOTEL
Studios Inn Hotel
Prices
Executive suite (two luxury bedrooms)
$895per night
Bedroom 1 has king-size bed, bathroom with plasma TV.
Bedroom 2 has Hollywood twin beds, bathroom plus connecting
living room with plasma TV, DVD, guest washroom, minibar,
Wi-Fi.
Standard suite
$550 per night
Bedroom with king-size bed, bathroom, plasma TV, living room,
minibar.
Double room
$349 per night
With two large beds, bathroom, minibar
(Children under 12 sharing a room with two adults stay FREE)
Small double room (1 person occupancy)
with one double bed, shower, minibar.
Extras
$295 per night
$30 per night
Cot / Rollaway bed (for children under 12)
ALL OUR ROOMS HAVE PRIVATE SHOWER, DIRECT-DIAL TELEPHONE, AIR
CONDITIONER, HIGH SPEED INTERNET ACCESS AND
WIDESCREEN CABLE TV
State tax will be added to all charges.
Service charge of 17.5 % included.
Additional gratuities at your discretion.
Ex.9. Match the words related to hotels with their definitions. Complete the
dialogue below with some of them.
1. bellboy
2. bill
3. check-in
4. check-out
5. cost
6. deposit
7. elevator
8. receptionist
9. reservation
10. shuttle
service
a) an arrangement by which something such as a room in
a hotel or a seat in a theatre is kept for you to use later
b) a piece of paper that shows how much you owe smb
for goods or services
c) the amount of money that you need in order to buy,
make or do smth
d) a bus, train or plane service in which vehicles travel
frequently between two places
e) lift
f) a man or boy who works in a hotel, carrying bags or
bringing things to the guests’ rooms
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UNIT V AT A HOTEL
g) a person whose job is to deal with people arriving at or
telephoning a hotel, etc.
h) the formal registration of arrival, as at an airport or a
hotel
i) the time when you leave a hotel at the end of your stay
j) a sum of money that is given as the first part of a larger
payment
Hotel: Good afternoon. Welcome to the Studios Inn Hotel. How may I help
you?
Consuela: I have a 1) __________ for today. It’s under the name of Rodriguez.
Hotel: Can you please spell that for me, madam?
Consuela: Sure. R-O-D-R-I-G-U-E-Z.
Hotel: Yes, Ms Rodriguez, we’ve reserved a double room for you with a view
of the ocean for two nights. Is that correct?
Consuela: Yes, it is.
Hotel: Excellent. We already have your credit card information on file. If you’ll
just sign the 2) __________ along the bottom, please.
Consuela: Whoa! Ninety nine dollars dollars a night!
Hotel: Yes, madam. We are a five-star-hotel after all.
Consuela: Well, fine. What’s included in this 3) __________ anyway?
Hotel: A full Continental buffet every morning, free airport 4) __________, and
use of the hotel’s safe are all included.
Consuela: So what’s not included in the price?
Hotel: Well, you will find a minibar in your room. Use of it will be charged to
your account. Also, the hotel provides room service, at an additional charge of
course.
Consuela: Hmm. Ok, so what room am I in?
Hotel: Room 743. Here is your key. To get to your room, take the 5)
__________ on the right up to the seventh floor. Turn left once you exit the 6)
__________ and your room will be on the left hand side. A 7) __________ will
bring your baggage up shortly.
Consuela: Great. Thanks.
Hotel: Should you have any questions or requests, please dial ‘O’ from your
room. Also, Internet is available 24 hours a day.
Consuela: Ok, and what time is 8) __________ ?
Hotel: At midday, madam.
Consuela: Ok, thanks.
Hotel: My pleasure, madam. Have a wonderful stay at the Studios Inn Hotel.
89
UNIT V AT A HOTEL
Ex.10. Separate the three jumbled hotel conversations into dialogues one, two
and three. Present your conversations to the class.
Customer
1 Hello, I have a problem. Can you help me, please?
2 Hi there ... I was just going through my bill and I found a
charge for pizza delivery.
3 I’m in 507. I have a few problems with my room.
Receptionist ___ OK?
___ Sure. What’s your last name and room number?
___ What exactly seems to be the problem, sir?
Customer
___ My last name is Santos and my room is 305.
___ There are cockroaches in my room.
___ Well, I didn’t order any pizza during my stay. I don’t
understand why I’ve been charged for that.
Receptionist ___ OK, Mr Santos. How can I help you?
___ Is that so? I’m awfully sorry, Sir. Let me get this checked...
I’ll send you a revised bill.
___ Sir, we run a spotless and cockroach-less hotel.
Customer
___Please, do so... It’s very irritating being charged for
something you didn’t buy.
___How dare you question my statement!
___My shower isn’t working.
_
Receptionist ___I will send the maintenance to your room as soon as
possible, Mr Santos.
___I truly apologise, Sir. This was a mistake. I’ll get it removed
right away.
___I’m sorry, sir. Let me transfer you to my supervisor.
Customer
___Alright, thanks for the help.
___Thank you very much. I just can’t stay in this room any
longer.
___That’s a big help. Thank you. But don’t send anyone for ten
minutes, I’m still in my robe..
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UNIT V AT A HOTEL
Ex.11. a) You are planning to visit London this summer with a small group
of friends and have been given a recommendation for a youth hostel. You
have written a letter of enquiry to make a reservation. Read the letter and fill
in the gaps giving your personal information.
Dear Sir or Madam,
I am writing to enquire about a visit to your youth hostel in London next
month. I’ll be travelling to London with _____. All _____ of us are female and
aged seventeen or eighteen. We’re planning to stay for _____ nights between
_____ and _____ August. Please tell me whether you have beds available for
those dates. I’d also like to know whether your youth hostel has a cafe or
restaurant. If not, would it be possible to recommend any places to eat near the
hostel which are not too expensive? This will be our first visit to London.
Although I have read about the city on the internet, I’d love to hear any tips for
places to visit in the city. I look forward to getting an answer from you in due
course so that we can finalise the details of our visit.
Yours faithfully,
Signature
Name Surname
b) You didn’t hear from the hostel for two days and decided to phone to check
the details about your reservation.
Receptionist: Holland Park Youth Hostel, good morning.
You: Good morning, my name is 1) __________, I sent you a reservation email
on 2) __________ and I’d like to check the details about my reservation.
Receptionist: Hold on, please. Let me check. Are you still there?
You: Speaking.
Receptionist: Yes, we received your email, Mr / Ms 3) __________, but we’re
still working on it. Let’s double-check your reservation to make things go faster.
You: (rooms available, dates) I’d like 4) __________. Do you 5) __________ ?
Receptionist: Yes, we do. What exactly do you require?
You: (number and type of room) 6) _________________________________ .
Receptionist: Yes, that’s fine. We can do that. Could you give me your name
and credit card details, please?
You: Of course. It’s 7) ______________________________________ .
Receptionist: Could you please spell that for me, Sir / Madam?
You: Sure. It’s 8) __________ .
Receptionist: Excellent.
You: Is 9) ______________________________________________ here?
Receptionist: Yes, it is. The Wi-Fi password is net20.
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UNIT V AT A HOTEL
You: 10) _____________________________________________________?
Receptionist: It’s £50 a night including breakfast.
You: That’s fine. Could you 11) ____________________________, please?
Receptionist: Sure. What’s your email address?
You: It’s 12) ________________________at 13) _____________________.
Receptionist: Great. One of our travel advisors will confirm your reservation
request within one working day and will send you an email giving details of the
booking terms and amount due. You will also find the hostel’s cancellation
policy on your confirmation email.
Ex.12. a) Listen to the three conversations about hotel problems and
complete the table.
Who is speaking
to who?
What problem
occurs?
How does the
conversation
end?
Dialogue 1
Dialogue 2
Dialogue 3
b) Listen to the dialogues for the second time and complete the useful
language boxes with the phrases which can help to avoid a confrontation.
Introducing a problem
There’s something wrong with...
___________________________
___________________________
___________________________
Fixing a problem
I’ll do everything I can to sort this out.
______________________________
______________________________
______________________________
Ex.13. Take turns to introduce a problem with hotel facilities and make a
suggestion how to fix it. Use the ideas below to help you.




fridge
Internet
leaking tap
room service




92
booking online
air conditioner
cold / hot water
central heating
UNIT V AT A HOTEL
Ex.14. In pairs, practise making and dealing with complaints. Choose a
problem from Ex.13 and prepare a dialogue following the guide below. Then
swap roles.
Student A is a tourist. While staying at a hotel, you have to complain about the
accommodation. Explain how the problems are affecting your stay.
Student B is a hotel receptionist. It is very late at night. Deal with the tourist’s
complaints politely. Apologise and suggest a solution.
Ex.15. a) Consuela wants to check out and she is calling the accounts
department to check her bill. Listen and highlight the items she is disputing.
Was she right about everything?
Studios Inn Hotel
Ms C. Rodriguez
MasterCard
9.51 am
$1,128.65
$170.00
$18 / 95
$13.25
$6.00
$15.37
$0.81
$17.50
$56.05
$297.93
$1426.58
$256.78
$16.83.36
Room 743
Method of payment
September 20th
Carry over from the previous pages
Room charge 9 / 19
Room service 9 / 19
Laundry service 9 / 19
Minibar 9 / 19
Internet. Telephone 9 / 19
Nat. Telephone 9 / 19
Buffet bkfst.20 / 9
Business Services 9 / 20
Total for last 24 hours
Grand total
State tax at 18% on grand total
Amount due:
b) Listen to the dialogue again and fill in the prepositions.
Accounts: Accounts. This is Bernard speaking.
Consuela: This is Consuela Rodriguez 1) _____ 743.
Accounts: Good morning, Ms Rodriguez and how are you today?
Consuela: Fine. Sorry, I’m 2) _____ a hurry, but I have a problem 3) _____ my
room bill.
Accounts: I’m very sorry to hear that. What exactly is the problem?
Consuela: First, the minibar charge 4) _____ 9 / 19.
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UNIT V AT A HOTEL
Accounts: Let me just call up your account on the screen ... please bear with me
... yes, I have it here. Six dollars. That was 5) _____ two bottles of mineral
water.
Consuela: I only had one. I took out a second one, but I didn’t need it so I put
it back.
Accounts: Yes, there’s an automatic charge system. No problem. I’ll delete that
right away.
Consuela: Then there’s the room service charge 6) _____ last night. I had a
Caesar Salad - the list price was only $12,95.
Accounts: Let me check that. The check has a glass of House Chardonnay white
wine with that, Ms Rodriguez ... but if it’s wrong, I’ll delete it ...
Consuela: Oh! I’m extremely sorry. My fault. You're right and I’m wrong. I did
have a glass of wine too. My apologies.
Accounts: No problem. Look, you’ve been our guest here for a long time. I’m
going to delete that anyhow, 7) _____ the compliments of the hotel.
Consuela: Well, that’s very kind. Thank you.
Accounts: Thank you.
Many hotels have an on-screen accounts system so
that you can review your account on your room TV
at any time. At many international hotels you don’t
actually need to go to the desk to check out. They
either have an on-screen display or put a bill under
your door on the last morning. If it’s correct, you
don’t need to do anything and the hotel will charge
your credit card. If it isn’t correct, you go to the
front desk. It's a good idea to check your credit card
statements carefully afterwards.
94
UNIT V AT A HOTEL
Ex.16. Revise the room bill. You only had one bottle of wine from the minibar,
and it was $23. You switched on the movie by mistake, and only watched two
minutes, so you should be charged nothing. Therefore, the ‘total’, ‘state tax’
and ‘amount due’ are wrong. You should point out all the mistakes and
correct them with the Accounts Clerk. (The tax is supposed to be 10%) Roleplay the conversation with your partner.
Room 1015
Room charges September 30th
Room charge 9 / 29
Laundry charge 9 / 29
Minibar
Movie charge
Room-service breakfast
$200.00
$50.05
$230.00
$20.00
$30.00
Total
State tax
$530.05
$106.01
Amount due
$636.06
Ex.17. Can you guess what words or phrases have been missed? Listen
to the dialogues and check your suppositions.
Booking a Room
Roger: Good morning. Regent Hotel. How 1) __________________________?
Ann Smith: Hello. Could you tell me if you have any rooms available for
tomorrow night?
Roger: Yes, we do. Would you like 2) ________________________________?
Ann Smith: A single, please.
Roger: How many 3) _____________________________________________?
Ann Smith: Four, I’ll be leaving on 25th December.
Roger: Could you give me your 4) _____________________________, please?
Ann Smith: Of course. It’s Ann Smith and my card number is 8934 7612 9034
5783. How much will it be?
Roger: For four nights that’s £200 including breakfast.
Ann Smith: That’s fine.
Roger: Well, we’ll see you tomorrow, then.
Ann Smith: Thank you.
95
UNIT V AT A HOTEL
Talking to Room Service
Alice: Room service, how can I help you?
Mr Brown: Hello, I’d like to 1) _________.
Alice: Certainly. Which room are you in?
Mr Brown: Room 207.
Alice: And what 2) __________________?
Mr Brown: A tuna salad and a bottle of water, please.
Alice: Right. And what time 3) _________?
Mr Brown: Erm ... at 1 o’clock.
Alice: OK. That’s fine. Will that be all?
Mr Brown: Yes, thank you. Goodbye.
Calling to Report a Problem
Natalie: Hello, Front Desk?
Receptionist: Yes?
Natalie: This is Natalie Trudeau in room 504.
Receptionist: Why, yes. How 1) ____________________________, Ms
Trudeau?
Natalie: I want to take a shower and there’s 2) __________________________.
Receptionist: I can’t understand that. Have you 3) ______________________?
Natalie: I’ve been trying to get hot water for ten minutes! It’s freezing cold.
Receptionist: Well, a lot of people take showers before breakfast. Maybe if you
wait a while, it’ll heat up again.
Natalie: Wait! I have three appointments this morning, and I also have to wash
and dry my hair.
Receptionist: You’re sure there’s absolutely no hot water?
Natalie: No, none.
Receptionist: I’ll contact 4) ________________________________________.
Natalie: How long 5) _____________________________________________?
Receptionist: The engineer will be there within two minutes.
Natalie: OK, but don’t send anyone for five minutes! I’m still in my robe.
Getting a Taxi via the Front Desk
Receptionist: Good afternoon. How can I help you?
Customer: Hi, I’m leaving tomorrow morning very early. Could you
1) _____________________________________ so I can pay this evening?
Receptionist: Of course.
Customer: And could you 2) ______________________________?
Receptionist: For what time?
Customer: My flight’s at 9.15, so I have to be at the airport at 7.15.
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UNIT V AT A HOTEL
Receptionist: Then you’ll 3) ___________ at six o’clock. I’ll order one for you.
Customer: Thanks, Oh, and has there been a phone call for me?
Receptionist: Oh yes. There’s a message for you. Can you call this number in
New York?
Customer: Right. Thanks.
Receptionist: You’re welcome.
Ex.18. Match the exchanges to restore the dialogue. Put the lines of both
speakers in the correct order.
Hotel Clerk
Ms Rodriguez
1. Would you like to sign the hotel a) Fantastic. I’ll just wait in the
guestbook while you wait?
lounge area. Will you please let me
know when it will be leaving?
2. Of course, madam. Oh, before you
go would you be able to settle the b) I’ll pay with my American Express
minibar bill?
thanks, but I’ll need a receipt so I can
charge it to my company.
3. Did you enjoy your stay with us?
c) Yes, very much so. However, I
4. We do have a free airport shuttle now need to get to the airport. I have
service.
a flight that leaves in about two hours,
so what is the quickest way to get
5. Absolutely. Here you are, Ms there?
Rodriguez. If you like you can leave
your bags with the porter and he can d) That would be great, thank you.
load them onto the shuttle for you
when it arrives.
e) That sounds great, but will it get me
to the airport on time?
6. Let’s see. The bill comes to
$1,559,07. How would you like to f) Oh yes, certainly. How much will
pay for that?
that be?
7. Yes, it should. The next shuttle g) Sure, I had a really good stay here
leaves in 15 minutes , and it takes and I’ll tell other people to come here.
approximately 25 minutes to get to
the airport.
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UNIT V AT A HOTEL
Ex.19. Look at the situation and role-play the conversation. Spend a few
minutes what you are going to say.
Student A is Ms Rodriguez, a customer. Your situation is on page 218.
Student B is a hotel manager. Your situation is on page 226.
Ex.20. Look back through Unit IV and add two more collocations you’d like
to remember to your Target Vocabulary.
READING AND WRITING
Ex.1. a) Try to explain the title of the text. Have you ever heard about ‘WOW’
service? Do all the hotels have this kind of service? Who chooses this kind of
service?
b) Skim the article and number the paragraphs in order 1-8.
Wow Customer Service
In this first example, the story created for the guest is small in scale, a
combination of fixing an issue and then doing something a little extra,
unexpected, and perhaps even slightly off-kilter. The guest had complained to
the front desk about some issue with her water before heading off to dinner.
When she got back to the room, not only was the plumbing problem fixed, but,
says Liam Doyle, the Dove Mountain GM, “there was a note from Scott in
engineering apologising for the problem, giving his direct phone number in case
he could do anything further for them, and including, along with the note, a
chocolate wrench. The guest, who sent a thank-you letter to Doyle, concluded
that letter with, ‘I laughed through every bite of chocolate.’” Doyle is quick to
stress that the idea for the chocolate wrench didn’t come from him or from
another manager; the engineering department employees took it upon
themselves to create this wow moment.
1 Wow customer service stories are essential to the growth–cultural and
financial–of most companies in most industries. Why do these over-the-top,
creative acts of customer service matter? Because stories are emotional
transportation, they’re powerful because they lead to folklore among our guests
and, in the retelling, among employees as well. Service, at the end of the day, is
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UNIT V AT A HOTEL
all about making emotional connections, and there’s no way to make a
connection faster than through a powerful story.
Here’s the next example of the type of wow service the Inn is known for,
shared with me by alumnus Jay Coldren, who witnessed it during one of his first
days on the job. I watched a couple arrived at The Inn from Pittsburgh, several
hours away, to celebrate their anniversary with a three-night stay. As the staff
unloaded the luggage, our female guest said to her husband, ‘Don’t forget my
hanging bag.’ Her husband looked into the trunk and came up with a horrified
expression on his face. Apparently, she had left her bag beside the car in their
garage assuming he would pack it, but he never saw it.
This mismatch between words and reality tends to tempt me, out of sheer
cussedness, to want to respond, “I’ve always wanted a pony.” I doubt this would
go over well with a stressed, unempowered telecom customer service rep, so, of
course, I don’t torment her this way. However, I’ve playfully tried this on one
or two companies that are known for empowered employees, and received some
smart responses from a Georgia peach of a flight attendant on Southwest
Airlines, LL Bean, and a couple of other great providers. Here, though, is the
winning response: Concierge, Four Seasons Hotel, Austin, Texas: “Is there
anything else I can help you with?” Micah: “I’ve always wanted a pony.”
Concierge: “I’ll work on that right away,” followed by four printed pages, in
colour, of horses available within twenty-five miles for purchase, that she
slipped under my door (the printouts, not the horses) within minutes, with an
offer to pick up any that I fancied, assuming my credit card could hold the
damage.
At this point, she pretty much fell apart: This poor woman was checking
into one of the most expensive places on the planet with nothing but the clothes
on her back! As the doormen and I tried to figure out what to do to make this
couple happy, one of the staff who had been there a lot longer than me drove up
to the front of the inn in the company car. I looked at him oddly and he just
smiled and said, ‘Get me their keys and the address; I’ll be back before dinner.’
I was floored. No one asked him to do this, and there wasn’t a moment’s
hesitation on his part. He was so much a part of the service culture that he just
knew the exact right thing to do. He was halfway to Pittsburgh before the lady
actually believed that we were really going to get her luggage at her house. He
drove eight hours straight and made it back before their dinner reservations at
nine.
There’s nothing intrinsically wrong with this “Is there anything else I
can help you with?” question; it’s a sensible one if meant sincerely. However,
there’s a cultural and leadership mismatch going on when a contact center agent
is forced to ask this scripted question even though the agent’s call is being
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UNIT V AT A HOTEL
timed, she’s not empowered to help, and her supervisor is actually hoping the
agent won’t have to provide any additional help because that will diminish their
call throughput for the day.
Here is the third example of ‘wow’ service happened in Four Seasons
Hotels and Resort. Have you ever called your cable provider and suffered
through a customer service conversation that’s scripted and stilted all the way
up to the last moment, when the agent hurriedly asks you: “Is there anything
else I can help you with today?”
Ex.2. a) Read the text into correct order and tick the number of the example
they are used in.
Example 1
1.
2.
3.
4.
5.
6.
7.
8.
9.
Example 2
Example 3
a chocolate wrench
plumbing problem
unloaded the luggage
doormen
cable provider
thank-you letter
dinner reservation
three-night stay
customer service rep
b) Using the following hints and the words from the table try to make a brief
recap of each wow service.
In the first example the story is created __________. The guest had
complained __________. The guest sent __________. The next example is
about__________. The staff didn’t __________. The woman left
her__________. __________ tried to figure out__________. Third example
deals with__________. The cultural and mismatch going on __________. This
mismatch between words and reality __________.
Ex.3. Look through the following emails. Why did people write them?
b) Match the parts of the thank you letters with the topics below:




greeting
closing

signature
100
body
heading
UNIT V AT A HOTEL
Sarah M. Taylor
and the Taylor Family
777 Bridge Street
Columbia, SC 67890
To:
Ms. Ramona Q. Wells
General Manager
XYZ City Hotel
123 Luxury Lane
Charleston, SC 12345
RE: The Taylor Family Anniversary Celebration and Vow Renewal Ceremony
November 1 – 3, 2013
November 10, 2013
Dear Ms. Wells,
I am writing on behalf of the entire Taylor family to thank you and your wonderful
staff for making my parents, Sam and Darla Norton’s, surprise anniversary celebration
the event of a lifetime. We did manage to pack for our parents and drive them from
Columbia to Charleston for the surprise weekend that included the entire family. They
are still talking about it a week later.
The flowers, champagne and chocolate dipped strawberries you placed in their
suite were gorgeous and delicious, and the view was spectacular. The room that your
catering manager, Bill Evans, set up for us was perfect, and we were all very impressed
with the 50th anniversary decorations. The food was absolutely scrumptious and the
cake was not only delectable, but a work of art as well. Your staff treated us like royalty
at the anniversary dinner and their service was absolutely impeccable.
We cannot thank you enough for helping us arrange my parents’ vow renewal
ceremony in your beautiful gardens. I could not have found a more perfect setting
anywhere. We were all pleasantly surprised at the lovely flowers you were able to
display in the garden in spite of the crisp November weather. Also, the refreshments at
the ceremony were delicious and arranged in such an appealing presentation.
I have already referred your hotel to one of my friends who lives in Charleston as
she looks for a place to host son’s wedding rehearsal dinner. In addition to the amazing
food, service and accommodations, your prices are quite reasonable which made our
event even better. Thank you again for contributing to the Taylor family’s cherished
memories.
Sincerely,
Sarah Taylor
CC: XYZ City Hotel
Corporate Office
New York, NY
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UNIT V AT A HOTEL
Sarah Taylor
Sarah Taylor
CC: XYZ City Hotel
Corporate Office
New York, NY
I, on behalf of ABC Resort, wanted to drop you a thank you note for choosing our
hotel for the anniversary celebrations. I hope that we managed to make your day
extraordinary and special.
I have personally looked after all the arrangement of the surprise anniversary party.
All the events were arranged in the same sequence you requested to us before. We
planned the welcome as per the decided theme by giving roses and chocolates to every
couple. The entire staff made all the possible efforts to make your guests feel special. I
hope that you liked the anniversary decorations, and the special catering arrangements.
We made all the settings and presentations in the most appealing and exquisite way.
I hope the function was able to leave an everlasting impression on your all guests. Please
let us know if there is anything we missed in making your event memorable. If at any
time you have a suggestion on how to improve our services, please let us know.
Sincerely,
General Manager
XYZ City Hotel
123 Luxury Lane
Charleston, SC 12345
RE: The Taylor Family Anniversary Celebration and Vow Renewal Ceremony
November 1 – 3, 2013
November 10, 2013
Ex.5 Imagine you have visited a good friend and stayed in a really luxurious
hotel. Try to concentrate on things you liked there (suit / staff / food /
entertainment) and write a thank you email.
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UNIT V AT A HOTEL
WATCHING
Tokyo Capsule Hotel
Ex.1. We are going to watch the video about a new type of accommodations.
Capsule Hotels. Have you ever heard anything about them? What do you
think who they are popular with? Why?
Ex.2. Guess the meaning of the given words and use them in the sentences
below. Then watch the video and check your answers.
vanity
counter
knobs
light
sleeper
amenity
locker
room
1. This section is split into several parts - first being a __________.
2. Next section is the toilets, sinks, and __________ complete with hairdryers.
3. You are given a bag at the entrance with a robe, towel and __________ like
a toothbrush.
4. I wasn’t woken up during the night, even though I’m a __________.
5. The control panel above the bed has __________ that adjust the light, and
one for white noise that sounds like ocean waves.
Ex.3. Watch the video for the second time and complete the following
sentences with the missing words.
Apparently this 1) _______________is called 9 hours but you can stay more
than 9 hours. For our first night on our Odigo trip, I finally stayed in a capsule
hotel for the first time. Many of them don’t allow women to make
2) _______________, and those that do split the capsules into men’s and
women’s 3) _______________. This capsule hotel is at the airport and costs
6000 yen a night. It’s split into several sections - the first being a
4) _______________. The second section is the toilets, sinks, and
5) _______________ complete with 6) _______________. A third section has
several 7) _______________. They give you a bag at the entrance with a robe,
8) _______________, and 9) _______________ like a toothbrush.
And then finally the capsules. It’s very quiet so neither of us wanted to talk
while we were recording. The capsules were surprisingly
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UNIT V AT A HOTEL
10) _______________, and perfectly adequate for a 11) _______________.
There’s a rolling shade that you pull down that locks under some caps so noon
outside can get into your capsule while you sleep. Obviously it’s not the most
secure thing in the world, but there are also12) _______________ cameras.
Fortunately, most of the guests were respectful of quiet and I wasn’t woken up
during the night, even though I’m a 13) _______________. The control panel
above the bed has 14) _______________ that adjust the light, and one for white
noise that sounds like ocean waves. The 15) _______________ is a traditional
Japanese pillow with beans inside. All in all, it was an
16) _______________and something I’m glad I got to try once!
Ex.4. Work in pairs. How can such type of a hotel be improved? Complete this
table with your partner and share the results with the rest of the group.
Improvements?
Why?
Front desk
Rooms
Restaurants
Staff
Technology
Ex.5. Would you like to visit a capsule hotel? Which review would you make?
Using the information from the previous exercise prepare a comment for a
website concentrating on the advantages and disadvantages of a capsule
hotel. Compare it with an ordinary (traditional) one or the last one you have
visited.
104
UNIT VI SHOPPING
Shopping is inevitable. When you travel abroad to a foreign country you
definitely need your English for shopping escapades. Whether they end up
buying gifts for your friends and relatives or some food at the corner shop, you
will find yourself in need of shopping vocabulary and phrases. Then don’t miss
out on some awesome language practice! This guide will show you how to make
your shopping experience an engaging and exciting one. Let’s go shopping!
You will




enlarge your vocabulary relating to everyday shopping
practise using these items in conversation
watch a piece of CNN news
read an article from the Guardian about an extraordinary
shopping
 learn how to write a letter of complaint
TARGET VOCABULARY
Key Words
bargain (n)
bargain(v)
Student’s Notes
synonym?
meaning?
buy(v)
~ online
past forms?
synonym?
cash (n)
~ desk
change (n)
complain (v)
_____________________
synonym? AmE?
meanings (2)?
_____________________
derivatives?
cost (v)
past forms?
customer (n)
opposite?
department (n) отдел
accessories
 for him
 for her
 featured brands
beauty and fragrance
 make-up
 perfume
 skincare
how many can you name?
_____________________
items to buy?
_____________________
associations?
_____________________
items to buy?
_____________________
_____________________
105
Example Sentence
What did it cost?
UNIT VI SHOPPING
clothing
 children
 men
 women
electricals (electronics)
footwear
 boots, flats,
 gift
 gifts by occasion
 gifts by recipient
 luxury gifts
(fine watches)
homeware
 bed and bath
 home accessories
 kitchenware
 household appliances
stationery
 craft
 office
 school
discount (n)
run a ~ on
_____________________
items to buy?
_____________________
_____________________
_____________________
what else?
_____________________
items to buy?
_____________________
_____________________
what else?
_____________________
_____________________
associations?
_____________________
items to buy?
_____________________
_____________________
items to buy?
_____________________
some more departments (3)?
synonym?
_____________________
_____________________
_____________________
expensive (adj)
opposite?
_____________________
fit (v)
go with
match
suit
fitting room (BrE)
difference?
_____________________
_____________________
guarantee (n)
30 day money back ~
definition?
_____________________
_____________________
AmE?
106
If the item you have
purchased is still in its
warranty period, you have
the right to demand a full
refund, replacement of the
item by a new one of the
same kind, a discount, or a
free repair.
UNIT VI SHOPPING
offer (v)
offer (n)
pay (v)
~ by cheque (credit card)
~ (in, with) cash
price (n)
collocations (3)?
_____________________
synonym?
Remember!
collocations?
purchase (n)
purchase (v)
receipt (n)
keep the ~
refund (n)
synonym?
retail (n)
retail (v)
return (v)
~ s and exchange policy
sale (n)
be __ sale
~ s assistant (AmE)
sell (v)
collocations?
_____________________
meaning?
_____________________
_____________________
preposition?
BrE?
past forms?
shop (n)
corner ~
DIY ~
collocations (3)?
_____________________
_____________________
shopping (n)
collocations (3)?
_____________________
_____________________
stock (n)
be ___ stock
be ___ stock
store (n)
department ~
_____________________
prepositions?
convenience ~ (AmE)
try on (v)
warranty (n)
~ coverage (period, term)
pronunciation?
collocations (3)?
_____________________
_____________________
Harrods in London
Walmart in New York
In Minsk?
_____________________
BrE?
_____________________
definition?
107
The tablet comes with a
two-year warranty
UNIT VI SHOPPING
VOCABULARY AND SPEAKING
Ex.1. With your partner brainstorm the words associated with ‘shopping’.
Think about examples you can use to support your point of view. Who won
and named more?
Shopping
Internet
Ex.2. In pairs, say if you think these are the same or different and why.
1.
2.
3.
4.
5.
6.
A discount and a sale.
A supermarket and a market.
A library and a bookshop.
A cash desk and a checkout.
A guarantee and a warranty.
A self-service store and DIY store.
7. A stationery and a stationer’s.
8. A chemist’s and a pharmacy.
9. A shopping center and a
department store.
10. A shopping center and a
shopping mall.
In Britain, most shops have easy names like ‘toy
shop’ or ‘corner shop’. But there are a few shops
with special names: a baker’s, a butcher’s, a
chemist’s, a florist’s, a greengrocer’s, a
newsagent’s, a stationer’s. Americans prefer to
use the ending -y instead: a bakery, a grocery, a
stationery or something different: a drugstore, a
newsstand or just a flower shop.
108
UNIT VI SHOPPING
Ex.3. Complete the sentences with a shop from Ex.2. Say what shops you go
to often (seldom, sometimes, never).
Example: I often go to a stationer’s because I’m a student and always need
notebooks and pens.
1. __________ is a shop that sells medicines, beauty products, and toiletries.
2. __________ is a large shop stocking many varieties of goods in different
departments.
3. ___________ is a shop that sells paper, pencils, pens, printer cartridges and
things for an office.
4. __________is a large self-service shop selling food, drinks and household
goods.
5. People go to __________ to buy newspapers and magazines. They also
usually sell cigarettes and sweets.
6. __________ is a shop where medicines are prepared and sold.
7. __________ is an open space or covered building where vendors convene to
sell their goods.
8. __________ is a collection of stores of different types.
9. __________ is a small shop near your home that opens very long hours and
sells food and important things. They are often expensive but they are very
useful because they are near your home.
10. __________ is a shop that sells household hardware for home
improvement including: building materials, tools, electrical supplies,
cleaning products, housewares, and other products.
Ex.4. Listen and repeat the names of the shops. Write down the words
into your Target Vocabulary and mark where the stress falls.
Ex.5. Listen to six dialogues. Match them with six of the shops from
Ex.4.
1. _______
2. _______
3. _______
4. _______
5. _______
6. _______
Ex.6. a) The following diagram shows the most visited departments with some
items that can be bought there. Fill in the missing words and share your
results with the partner using the examples.
109
UNIT VI SHOPPING
Where can you buy _____?
I can buy _____ at the electrical
department.
What can you buy at the _____?
I can buy _____ at the _____?
?
● wirebound
notebooks
●?
?
Clothing
●?
● hoodies
●?
● trainers
●?
● pumps
Department
Store
Electricals
Accessories
●?
● desktops
●?
?
●?
● jewellery
●?
● mementos
●?
● set of 3
candles
b) What are the last two shops / departments you have been to? What did
you buy?
Ex.7. a) When you don’t know the name of a thing you can try to describe it
or explain how it works. For example:
Customer: Excuse me. I don’t speak English very well. What do you call the
round glass in a camera?
Shop assistant: The lens.
Customer: The lens. OK. I need some material for cleaning the lens.
Shop assistant: A lens cleaner. Yes, we have… here you are.
110
UNIT VI SHOPPING
b) Here are some ways to ask for something when you don’t know the word.
Useful words: a thing, a
machine, a tool, stuff, liquid,
powder, material.
Useful structures: a thing with a hole
/ with a handle; some liquids for
(cleaning windows), some stuff for,
some material of.
c) Work in pairs. Prepare and practise similar conversations using the given
words. Guess what your partner wants to buy. Student A’s words are on page
217, student B’s words are on page 227.
Ex.8. Look at the two receipts. Use words you find on these receipts to fill in
the blanks. Why should customers keep receipts? Do you always keep them?
1. __________ Money that you receive from a clerk along with your receipt.
2. __________ Money that you pay to the government.
3. __________ The cost of an item before tax.
4. __________ The amount that you save off of the regular price.
5. __________ Money you give for good service.
6. __________ Money that includes tax, discounts, and the price.
Ex.9. a) Match the words related to the shopping with their definitions.
1.
2.
3.
4.
5.
6.
purchase
discount
manager
receipt
refund
sale
a) a time when shops sell things at lower prices than
usual
b) money returned to someone as the balance of the
sum paid for something
c) a person who buys something from a shop
d) the act or process of buying something
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UNIT VI SHOPPING
7. offer
8. shop window
9. customer
10. warranty
11. guarantee
12. bargain
13. stock
14. change
15. reduction
e) the glass at the front of a shop and the area behind
it where goods are shown to the public
f) a piece of paper that shows that goods or services
have been paid for
g) a reduction in the price
h) a specially reduced price
i) a person who is in charge of running a business, a
shop / store or a similar organisation
j) a sum of money that is paid back to you when you
are unhappy with something you and return goods
to a shop
k) a written guarantee, issued to the purchaser of an
article by its manufacturer, promising to repair or
replace it if necessary within a specified period of
time.
l) a thing bought or offered for sale much more
cheaply than is usual or expected.
m) a promise, written or spoken, that something will
be in a certain state or have a certain result.
n) the goods or merchandise kept on the premises of
a shop or warehouse and available for sale or
distribution.
o) the amount by which something is made smaller,
less, or lower in price.
b) Which words (from above) have been missed? Listen and practise
their pronunciation.
1.Summer 1) ____! 2.We accept all major
50% off everything. 3) _____.
2) _____galore!
3.Huge
stock 4.Please check your
clearance!
5) _____. Mistakes
Massive 4) _____! cannot be rectified
later.
5.This item
currently
out of
6) _____.
7.Special 9) _____! 8.No 12) _____
Three for the 10) or exchanges.
_____ of two!
Please retain your
11) _____as proof
of purchase.
is 6.7) _____ only at this
till. No 8) _____
Or credit cards.
112
UNIT VI SHOPPING
c) Now, use these words in the dialogue.
Shop assistant: Welcome. Can I help you with anything?
Customer: Hi. I’m shopping for my friend’s birthday. Do you have any
suggestions?
Shop assistant: Let’s see. How about a flash drive? You can’t go wrong there.
Customer: That sounds good. Which one do you recommend?
Shop assistant: The red flash drive is on 1) __________ for 7.
Customer: Great. I’ll take it.
Shop assistant: Let me check. I’m awfully sorry. Unfortunately, this model is
out of 2) __________. But the black one is on special offer. If you buy it, you’ll
get the second one with less memory capacity for free.
Customer: That’s a real 3) _________. What is your returns policy just in case
my friend doesn’t like it?
Shop assistant: Just keep the 4) __________ and we’ll gladly give you a
5) __________ or exchange it for something else. We offer a full money back
6) __________ within fourteen days of 7) __________.
Customer: Great. Does it have a / an 8) __________?
Shop assistant: Yeah, it does. It comes with a 6-month warranty.
Customer: Can you give me a gift receipt?
Shop assistant: Of course we can. If you take it to the customer service desk,
they’ll sort it all out for you. Would you like to pay by credit card or with cash?
Customer: Cash, please. Here’s twenty.
Shop assistant: OK. Nine pounds 9) __________. Here you are.
Customer: Thanks for your help.
Shop assistant: Thank you and have a great day.
Customer: The same to you.
Ex.10. Are you good at saying numbers? Let’s check. Listen to the
recording and write down the prices. Don’t forget about currency symbols (£,
$, €). Then take turn reading your notes to compare them. How many similar
numbers have you got?
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UNIT VI SHOPPING
Ex.11. Separate the three jumbled shopping conversations into dialogue one,
two and three. Role-play them with your partner.
Customer
1 Could you tell me how much these jeans are, please?
2 I’m looking for some boots to go with this jacket.
3 I want to buy a telephone as a gift for my sister.
Shop
Assistant
___ We’ve got lots of them in stock. How about this one?
___ They are $19.99.
___ Well, we have some new just in. How about these ones?
Customer
___ Actually, they are a bit expensive. Do you have anything
else?
___ Yes, I like it. Is there a discount on it?
___ They fit well. But the colour doesn’t suit. Do you have
them in navy blue?
Shop
Assistant
___ Let’s see, yes there is.
___ I’m afraid not, but they are available in charcoal, grey or
rinse.
___ Of course. We also have those ones over there. They are
half price.
Customer
___ They look good, but they are a little small. Do you have
a larger size?
___ Great! But I’m not sure about the colour…
___ Rinse sounds best, I think. Could I try them on?
Shop
Assistant
___ That’s OK. You can bring any items back up to three
weeks after purchase, only, keep the receipt, please.
___ Of course. The fitting rooms are over there.
___ Sure. I’ll get you a size 8. Sorry to keep you waiting.
Here you are.
Ex.12. Read a store ad. Take turns to ask and answer the questions after it.
114
UNIT VI SHOPPING
Deals are Happening at Argos
FREE with purchase of 50 or more
Calculator with memory functions
Available in gray or black
Notebook £1.50
Spiral notebook with 200 pages
Available in a variety of colors
Regular price $1.75
£5 discount on all power banks
If paid with cash
Mobile phones and smartphones £200
Selfie stick £20 extra
Buy two get one free
Save 4.20
3 / £8
WITHCARD
OR 3.99 EA
Duracell Long Power Type AA
Alkaline Batteries
Pack of 2
Staedtler rainbow ballpoint pens
Pack of 10
1.
2.
3.
4.
How much does the notebook cost?
How much is the discount on the notebook?
I want to get the free calculator. What can I buy?
I want to buy a power bank with a regular price of £30. What is the sale
price?
5. How much is the phone?
6. How much is the phone with the selfie stick?
7. What was a regular price on ballpoint pens?
8. How much will you save if you buy 3 packs of ballpoint pens?
9. What is a regular price of two batteries pack?
10. What is the sale price of a single item of batteries?
115
UNIT VI SHOPPING
Ex.13. Look through the dialogue and use suit, fit or match instead of
highlighted words. How will this shopping end? Listen to find out.
Woman: Why don’t you try this one on?
Man: Eurgh! It looks awful.
Woman: What about this one?
Man: Ok, that one’s a bit better. … So what do you think?
Woman: I like it. It really looks good on you.
Man: It’s not very comfortable. I don’t think it’s the right size for you - it’s too
tight around the shoulders.
Woman: So just get the next size up. It’s a good shirt.
It looks good together with your shoes, as well.
Ex.14. Walk around the class and talk to other class members. Compliment
them on something they are wearing. Then ask them questions about that
clothes item using the following phrases.
Complimenting
Questions
It looks good / gorgeous on you.
It suits you.
It fits well.
It makes you look thin.
It goes well with your shirt.
It matches your dress.
You’re looking stunning / fit /
amasing.
name
item
Where did you get it?
When did you buy it?
How much was it?
How did you pay for it?
shop
date of
purchase
price
payment
method
1.
2.
3.
4.
5.
Ex. 15. Can you guess what words or phrases have been missed? Listen
to the dialogues and check your suppositions.
116
UNIT VI SHOPPING
Buying Clothes
Customer: 1) ______________________ this dress, please.
Shop assistant: Certainly. Are you paying in 2) _________ or by a
3) _____________________?
Customer: Cash, please. Can I 4) ________________________ if I change my
mind?
Shop assistant: I’m sorry. There are no 5) ____________ or 6) ____________on
7) __________goods. We’ve nearly sold out of that dress and we aren’t going to
get any more stock in.
Customer: Oh dear. I’ll take it, anyway.
Shop assistant: OK. And here’s your 8) _______________________.
Customer: Thank you. Oh well, I just hope Mum isn’t cross with me.
Refusing to Buy
Shop assistant: Can I help you?
Customer: Yes. I’m 1) ____________ a top to 2) _______________ this skirt.
Shop assistant: How about these blue tops?
Customer: Hmmm. They are quite nice. 3) ______________________ are they?
Shop assistant: The price is on the label.
Customer: Oh, Yes. 18. 4) __________________________________ it in a 14?
Shop assistant: I’ll just have a look. Yes. Here you are.
Customer: Thanks. Can I 5) ________________________________________?
Shop assistant: Certainly. … Is it OK?
Customer: It’s a nice colour, but it doesn’t 6) _______________ very well. I’ll
leave it. Thanks 7) ______________.
Shop assistant: Thank you. Goodbye.
Ex.16. Which phrase on the right completes sentences on the left? You must
find a match for every phrase but there is not necessarily only one correct
solution!
They are having a sale!
Can I help you?
I’m afraid it doesn’t work.
What is your size?
Blue sounds good.




No, thanks. I’m just looking.
I believe I am six.
That sounds great!
No, thank you. A medium size always
fits me.
 I think, they are too tight.
 Where is the fitting room?
 Yes, please.
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UNIT VI SHOPPING
Would you like to try it on?
How are they?





I’m afraid not. Just Visa or
MasterCard.


There’s your change.


Why don’t you try them on?
Unfortunately, I don’t know.
Do you have them in a larger size?
Oh. I’ll pay cash, then.
Do you want to change it or get a
refund?
Thanks for your help. Have a nice day.
Fit like a glove.
Could you bring them a size smaller?
I’ll take them!
Ex.17. Read the following tips when bargain hunting and fill in the
prepositions. Which of the tips do you find useful? Which would you follow?
Could you add at least one more tip to the list?
Savvy Shopping
Ten ways to go on a shopping spree
without being ripped off or ending up penniless
1. Shop around. A ‘sale’ price isn’t always the ‘best’ price. Some merchants
may offer a sale price _____ an item for a limited time; others may discount
the price _____ the same item every day. Having an item’s manufacture, model
number, and other identifying information can help you get the best price
_____ the item you want.
2. Read sale ads carefully. Some may say ‘quantities limited’, ‘no rain
checks’ (a coupon issued to a customer by a store, guaranteeing that a sale item
that is _____ of stock may be purchased by that customer at a later date _____
the same reduced price, or not available _____ all stores. Before you step out
the door, call ahead to make sure the merchant has the item _____ stock.
3. Calculate bargain offers. Some shops can ask consumers to purchase an
umbrella to go _____ their new raincoat, or socks to go _____ their new
trainers. If you don’t really want or need them, it’s not a deal!
4. Ask about sale adjustments. If you buy an item _____ a regular price and
it goes _____ sale the next week can you get a credit or refund for the
discounted amount?
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UNIT VI SHOPPING
5. Don’t let the store seduce you! Even if the item seems to fit your needs
always try it _____ (if it’s a pierce of clothes), check how it works (if it’s an
electrical good), look _____ the expiry date (if it’s a beauty care product or
make-up).
6. Ask about sales details. Merchants often have different refunds and returns
policies _____ sale items, especially during clearance period. If you change
your mind about the bargain you may not be entitled to return it or exchange
_____ another one. What is worse the item may be sold without warranty.
Sometimes it’s better to buy _____ higher price but things you really need.
7. Beware of the freebie! It’s easy to fall for free. Buy one, get one free; free
gift _____ purchase may sound enticing. But a price tag _____ zero can be
costlier than it appears. Don’t snap up a product because it seems cheap.
Calculate!
8. Pay _____ cash. Customers pay 30-50% more when they shop _____ magic
plastic! Leave your card at home so you don’t get into debt.
9. Let your mouse do the walking! Even if you don’t like to buy
things _____ the Internet and prefer to do shopping _____ brick-and-mortar
stores you can earn savings with sites that seek the best details, offer customer
reviews or publish wholesale and market prices to help you haggle.
10. Before you make a decision think twice. Don’t throw your hard earned
cash _____ the window _____ items that appear to be a ‘bargain’ due to their
discounted sale. Stock _____ on experiences. Moments captured _____
memory (or snapshots) will live much longer.
Ex.18. Listen to three customers returning something back and
complete the table.
Item
Problem
Date of
purchase
Result
Dialogue 1
Dialogue 2
Dialogue 3
Ex.19. Divide into groups of three. Imagine that one of you have come to the
clothes store to return a jacket he / she bought last week and is speaking to a
shop assistant and a manager. Guess the ‘You’ sentences and present your
conversation to the class.
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UNIT VI SHOPPING
Shop assistant: Good afternoon, Sir. How can I help you?
You: Hi, I want _________________________________________________.
Shop assistant: Could you wait for a minute. I’ll call the manager. She is in
charge of returns.
Manager: ______________________________________________________.
You: I’d like ____________________________________________________.
Manager: Is there anything wrong with it?
You: Yes. The stitching has come apart near the hood.
Manager: I just need to know how you paid for this item and if you still have
the receipt.
You: I paid _____, but unfortunately I _______________________________.
Manager: I’m afraid I will only be able to offer you a store voucher.
You: I see. ____________________________________________________ ?
Manager: That’s not a problem. I’ll check if we have another one in stock.
You: __________________________________________________________.
Manager: I’m sorry. This item is out of stock at the moment. But we have a
similar design which is the same price. We can do an exchange for you.
Shop assistant: Here it is.
You: __________________________________________________________.
Shop assistant: Would you like to try it on to make sure it fits you? The fitting
room is over there.
You: No, ____________. A medium size _____________________________.
Manager: Is there anything else you would like to buy today as we’re running
a discount on sportswear.
You: No, ________. ________________________________________, please.
Shop assistant: Here is the receipt for your exchange. Have a nice day.
You: ___________________________. ___________________________, too.
Ex.20. In groups of three, role-play the situations given below. Spend a few
minutes preparing what you are going to say. Turn to Useful Language Box
on page 210 to help you.
Conversation 1. Student A is a customer (your situation is on page 219). Student
B is a shop assistant (your situation is on page 220). Student C is a customer’s
friend (your situation is on page 227).
Conversation 2. Student A is a customer (your situation is on page 219). Student
B is a shop assistant (your situation is on page 220). Student C is a manager
(your situation is on page 228)
Ex.21. Look back through Unit VII and add two more collocations you’d like
to remember to your Target Vocabulary.
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UNIT VI SHOPPING
READING AND WRITING
Ex.1. a) If you have a problem with something you’ve bought, or with the
service in a shop, do you usually complain? Who to? If not, why not?
b) Skim the article about complaining and number the paragraphs in order
1-7.
Making a Complaint – Is it Worth it?
As the machine was out of its warranty period, Mr Thomas called a local
repairer who charged him £45 to look at it before telling him that he’d need to
spend £650 plus VAT for a new board. He also took the laptop in to a wellknown computer retailer – and they told him to buy a new one.
Another customer’s experience shows that it’s worth complaining to the
top people of a company if the local company staff are unhelpful.
“Within four days , someone called me to say the DVD recorder was
waiting for me and I could collect 10 recordable DVD discs to compensate for
my wasted efforts,” he says. “And when I collected them I was treated like
royalty”.
Mark Oakley from Norfolk wanted to buy a recordable DVD player. At
his local branch of Argos, a shop which sells electrical goods, they told him that
they didn’t have the one he wanted in stock, but a delivery was due ‘shortly’.
However, when he went back, it still hadn’t arrived.
1 Is it really worth complaining when goods or services are not
satisfactory? According to a new report from the consumer magazine Which?,
it certainly is. As they point out, the old saying ‘if you don’t ask, you don’t get’
is true for many situations, but particularly so when it comes to compensation.
Take the case of Mike Thomas from Cornwall. He bought a Toshiba laptop
computer, but just three years later he found that it was getting slower and
slower.
He returned twice more over the following weeks but each time they told
him to come back in a week. So he started trying to call and reserve the machine
instead. But after several weeks of phoning unsuccessfully, Mr Oakley lost
patience and wrote to the chairman of Argos.
However, unwilling to accept the short lifespan of his computer
Mr Thomas decided to write a letter of complaint to Toshiba. A short time later,
the company collected the laptop, diagnosed a software problem, fixed it and
returned it with a new battery, all without charge. “I’d call that outstanding
service,” said Mr Thomas who found it can be worth contacting manufacturers
direct if you have a problem with a product, even if it is out of warranty and
regardless of age.
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UNIT VI SHOPPING
Ex.2. Read the article again in the right order and complete the table.
Mr Thomas
1.
2.
3.
4.
5.
6.
Mr Oakley
What did he complain about?
What was the problem?
How did he try to solve it?
Why wasn’t he successful?
Who did he write to?
What happened as a result?
Ex.3. Now read the last part of the article. Complete the tips with a phrase
from below. Which two tips do you think are the most important?
Act quickly
Be reasonable
Keep a record
Always go to the
top
Don’t lose your
temper
Keep cool
Top Tips for Complaining
1. __________when there’s a problem and give the company a chance to sort
it out.
2. __________, and ask to speak to the manager. He / she is the one who can
compensate you.
3. __________ – note the date, time, and name of the person you’ve spoken
to, and what was agreed.
4. __________ . Getting angry won’t help at all.
5. __________– if a company apologises and makes a genuine effort to
compensate you, be prepared to meet it halfway.
6. __________ . The less reactive you are, the more you can use your better
judgment to handle the challenge.
Ex.4. a) Jenny Hawkins is writing a letter of complaint about a faulty product.
Put the addresses, date and subject matter in the correct position.
122
UNIT VI SHOPPING
8 Kennedy Circle
Sydney
NSW 2010
a) ___________
___________
___________
11 November, 2015
b)
__________
c) ________
________
________
d) ________
________
________
Customer Services Manager
Evans Electrical Products
7 Swan Street
Sydney
NSW 2011
Subject: EasyIron Electric
Iron (Model No. 2279)
b) Put Jenny’s letter in the correct order.
1. Yours faithfully,
2. When I attempted to return the iron to the store, the cashier said that the
store was unable to replace it or offer me a refund but advised me that it
could be sent away for repair.
3. Dear Sir or Madam,
4. I wish to express my dissatisfaction with the above iron, which I purchased
from The Electrical Store in Newtown on 10 October, 2017.
5. As the iron clearly does not function as it should and therefore does not
comply with the legal standards of product quality, I am writing to you to
ask for a full refund of the £35.99 retail price.
6. Jenny Hawkins
7. On using it for the first time, I found that the temperature control was faulty;
it was not possible to set it for any temperature apart from the highest, for
cotton.
8. As I need an iron on a daily basis, and it was not clear how long a repair
would take, this option was unsatisfactory.
9. I look forward to hearing from you within the next two weeks.
Ex.5. Use the information from the Unit and Internet resources to write a
letter of complaint about a faulty product (unsatisfactory service). Include:
recipient’s address, your name, address, and phone numbers. Outline facts of
situation and your suggested solution, describe the consequences of the faulty
product or service, and state your expectations of how the company should
resolve the matter, including specific actions and deadlines.
123
UNIT VI SHOPPING
WATCHING
The Store of the Future
Ex.1. The way we shop is changing. Will conventional shops disappear one
day or just change? In pairs, discuss the shop of the future. Think about its
design, choice of goods, shop assistants, and payment possibilities.
Ex.2. Watch the report about shopping of the future and choose the best
alternative. Pay attention to the following words and word combinations.
Apparel (n) (AmE) – clothing.
Blur (v) – become unclear or less
distinct.
Dot me (.me) – an extension
assigned to Montenegro as a country
code (2006), but operated as a
generic name worldwide.
Electric (adj) – exciting.
Pioneer Court – a shopping centre.
Pop-up shop – a shop or other
business that opens quickly in a
temporary location and is intended
to operate for only a short period of
time to publicise brands.
Raven and Lilly – a lifestyle brand offering trend-forward fair trade fashion,
accessories, and home furnishings with its core underlying mission to empower
women on a global scale.
Retail (n) – the sale of goods to the public in relatively small quantities for use
or consumption rather than for resale.
RFID (radio frequency identification devices) tag – an electronic system that
exchanges data with a RFID reader through radio waves.
TOMS – a company in the US that markets itself like a charity: when you buy
TOMS products, the company makes an in-kind donation to a person in need.
1. How many companies does the mobile pop-up shop in Pioneer Court
combine?
a) two
b) three
c) four
2. TOMS is a brand that sells
a) shoes
b) apparel
c) all of the above
3. What are the advantages of bricks-and-mortar?
a) possibility to use advanced technological developments.
b) possibility of a very close relationship with customers.
c) possibility to combine physical and the digital converging.
4. What are the advantages of online shopping?
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UNIT VI SHOPPING
a) high-touch benefits.
b) high-tech features.
c) combination of the above.
5. The reporter was surprised by
a) a digital wall of the store.
b) hundreds of goods available at the store.
c) an interactive react table used at the store.
6. React tables show information
a) on the goods available in a shop.
b) the customer is interested in.
c) about items to match.
7. Which of the following statements are not true? Interactive mirrors may
help to
a) request for a change room to emerge.
b) choose another item.
c) make a purchase.
8. Shopping kiosks are not used to
a) get information about the item selected.
b) arrange home delivery.
c) accept cash payment.
9. The reporter bought
a) a duster cardigan.
b) brown shoes.
c) a duster cardigan and brown shoes to match.
10. What conclusion has the reporter come to?
a) the distinction between bricks and clicks will never blur.
b) brick-and-mortar stores are not only changing, they are disappearing.
c) the store of the future will integrate the benefits of conventional stores
with the Internet shopping.
11. Could you spell the reporter’s surname?
I’m Amanda C _ _ _ _ _ .
125
UNIT VI SHOPPING
Ex.3. Watch the report for the second time and complete the table using the
information from the video and your own ideas.
Types
of
shops
Digital
equipment
Fitting
rooms
Check
desks
Bricks
Shop
assistants
Advantages
Dis
advantages
High touch
Clicks
High touch
Ex.4. Work in pairs. Ask each other questions. Student A’s questions are on
page 222, student B’s questions are on page 231.
126
UNIT VII EATING OUT
Food is one of the biggest topics of conversation online and offline. If you
want to participate in them you’ll need many delicious phrases to spice up your
conversation. That’s exactly what’s on the menu today. This Unit will give you
many ways to talk about food with flavour, so you can feel comfortable at
restaurants, dinner parties or commenting on your friend’s latest Instagram food
post. Bon appetite!
You will
 revise and expand vocabulary about food and drink you can
find in most restaurants
 practise the language of ordering in a restaurant
 watch about the most unusual restaurants in the world
 read about a variety of restaurants in London
 learn how to make up a business (food-related) profile
TARGET VOCABULARY
Key Words
appetite (n)
Student’s Notes
pronunciation?
appetiser (n)
synonyms?
___________________
meaning?
appetising (adj)
check (n) AmE
BrE?
boil (v)
derivatives?
cooking verbs
 grill
 fry
___________________
what else?
___________________
___________________
cuisine (n)
pronunciation?
cutlery (n)
associations?
delicious (adj)
opposite?
___________________
dressing (n)
meaning?
Example Sentence
Would you like Italian or
French dressing?
127
UNIT VII EATING OUT
entree (n)
pronunciation?
food (n)
 fast ~
 junk ~
___________________
___________________
what else (10)?
___________________
___________________
___________________
___________________
___________________
___________________
___________________
meal times
 breakfast
 brunch
 elevenses
___________________
___________________
what else?
___________________
menu (n)
parts of a menu
 starters
 main course
 specials
 specialty
pronunciation?
___________________
___________________
___________________
definition from Oxford
Learner’s Dictionary
some more menu parts (2)?
___________________
___________________
___________________
___________________
___________________
order (n)
order (v)
restaurant
fine dining ~
fast food ~
collocations?
___________________
___________________
___________________
other places to eat out?
___________________
___________________
takeaway (n) BrE
AmE?
waiter (n)
waitress (n)
difference?
___________________
___________________
128
Do you have a children’s
menu?
UNIT VII EATING OUT
VOCABULARY AND SPEAKING
Ex.1. Take turns to ask these questions.
1. How often do you eat …?
a) takeaway food
b) ready-cooked meals / frozen food
c) low-fat food / organic food
d) home-made food
2. What’s your favourite…?
a) dish
b) snack
c) cuisine
d) place to eat
3. What food do you like eating …?
a) when the weather’s very cold
b) when you’re feeling a bit down
c) for Sunday lunch
d) for New Year dinner
4. When dining out what kind of place do you often eat at …?
a) fastfood restaurant
b) street vendor / eatery
c) café / coffee house
d) fine restaurant
5. How important are these things to you in a restaurant? Rank your answers
from 1 to 4, with № 1 being the most important.
the food
the atmosphere
the service
the price
6. Would you consider a meal at a fast food restaurant a guilty pleasure or a
normal meal?
TIP
It has been suggested that the word ‘tip’ was first used in the
English coffee houses of the 18th century. A box marked with
the letters TIP was put on the bar to encourage customers to
pay in advance in order ‘to insure promptness’. The practice of
tipping in restaurants varies from country to country, making it
difficult for travellers to know when and how much to tip.
129
UNIT VII EATING OUT
Ex.2. a) Note the difference between ‘food’ – ‘meal’ – ‘dish’ and complete
the sentences below with an appropriate expression.
Food a) the things that people or
animals eat;
b) a particular type of food, e.g. frozen
/ tinned ~ , cat / dog / pet / baby ~ ,
Italian / Chinese / Indian ~ .
Meal a) an occasion when you eat,
especially breakfast, lunch or
dinner;
b) go out for a meal = go to a
restaurant;
c) main meal = the meal at which
you eat the most food cook /
prepare / make a meal.
Dish a) food prepared and cooked
in a particular way;
b) dish of the day = a special dish
that is offered on a particular day in
a restaurant;
c) the dishes (pl) = the plates, pans
etc. that have to be washed after
preparing and serving a meal (do /
wash the dishes).
1. Do you have any vegetarian __________?
2. The medicine should always be taken with _________.
3. The __________ of the day is salmon fishcakes.
4. I can’t eat spicy _________.
5. Her favourite __________ is roast chicken.
6. Prices of __________ and clothing have risen dramatically in recent years.
7. I’m not hungry, I had a big __________ at lunchtime.
8. People with this complaint cannot digest certain _________.
9. Do you like Italian __________?
10. Who’s going to do the __________?
11. We could see a film or go out for a _________.
12. Dinner is usually our main __________, except on Sundays.
13. All the __________ is cooked and served by volunteer helpers.
14. Doctors stress the importance of good fresh _________.
15. He cooked us a delicious _________.
130
UNIT VII EATING OUT
Ex.3. a) The following diagram shows the meals according to the time of the
day at which they are eaten with some examples of food people usually eat at
these meals. Fill in the missing words.
?
●cornflakes,
sausages (USA)
● cereals, grilled
fish (UK)
● ? (Belarus)
?
Lunch
● meat and two veg.
● small meal (UK)
● moderately sized
(UK)
● BBQ ribs, BBQ
meal (?)
● the biggest meal
chicken, baked
potatoes (USA)
(?)
● ? (Belarus)
Meals
Supper
?
●omelette,bacon,
● cookies/biscuits
sandwich,coffee
(UK)
and milk (UK)
● waffles,
● beans and
sandwiches with ham
/ salami(USA)
cornbread (?)
● ? (Belarus)
Brunch
● ? (Belarus)
●pancakes,eggs,baco
ncoffee/tea (?)
● ? (USA)
● ? (Belarus)
b) Listen to Gareth Rees speaking about meals of the day and write down one
more meal to the diagram.
c) Interview your partner on his / her eating habits.
1. Where do you have these meals? (At home? In a restaurant? In a cafeteria?
At work / At your desk? Somewhere else?)
2. Who do you eat them with? (Friends? Colleagues? Family? Alone?)
3. What do you usually eat at these meals?
4. Which is your main meal of the day?
5. Which of them can you skip?
131
UNIT VII EATING OUT
Ex.4. a) Look at the menu. What type of restaurant is this menu from?
Starters
Soup
Chicken Soup
Mushroom Soup
Vegetable Soup
Bread and Soup
Garlic Bread (3 pcs)
Smoked Salmon Salad
Shrimp & Fresh Fruit Salad
Sesame Chicken Salad
Main Course
Sandwiches
Ham & Cheese sandwiches
Tuna & egg salad sandwiches
Pizza (1 pc)
Beef, mushroom & onion Pizza
Chicken & Pork Pizza
Vegetarian Pizza
Ham, cheese & Pineapple Pizza
Burger
Cheese burger
Beef burger
Pasta
Lasagna
Shrimp & Mushroom Spaghetti
Super Seafood Spaghetti
Chicken Spaghetti
Salmon Spaghetti
$ 12.50
$ 12.50
$ 12.50
Cold Drinks
Orange juice
Apple juice
Lemon Tea
Mineral Water
Soft Drinks – Coke, 7-up,
Fanta
$ 12
$ 12
$ 11
$7
$7
$ 13.00
$ 18.50
$ 20.50
$ 16.50
$ 15.50
$ 16.00
$ 15.00
$ 14.50
$ 14.00
$ 14.00
$ 14.50
$ 16.00
$ 28.00
$ 26.00
$ 26.00
$ 25.50
$ 25.50
132
Dessert
Red Bean Sundae
$ 12.00
Vanilla/chocolate Ice Cream $ 10.00
Banana Pancake
$ 10.00
UNIT VII EATING OUT
b) Group the words from the menu into categories like Meat, Vegetables,
Fruits, Spices, etc. as is shown in the table below.
Meat
Seafood
Vegetables
Fruit
Grains
Drinks
apple
Herbs
and
Spices
sesame
beef
salmon
onion
pasta
water
_____
_____
_____
_____
_____
_____
_____
c) Most people prefer cooked food because it tastes better, lasts longer, and
can get rid of bacteria. Food can be cooked in different ways, for example,
grilled salmon. Practise the cooking verbs (bake, boil, fry, grill, roast, stew,
steam, poach) in short dialogues using the words from your table above.
For example:
Waiter: What would you like to have for the main course?
Customer: I’d like to have roasted beef with vegetables.
Ex.5. a) Match the words with their definitions and use them in the sentences
below.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
starter / entree
side dish
vegetarian option
menu
dessert
specials
main course
a la carte menu
vegan option
set menu
a) extra dishes cooked on the day, which are not
on the main menu
b) the first course of a meal
c) dishes suitable for people who don’t eat meat,
fish or cheese
d) a printed list of meals that a restaurant serves
e) the main part of a meal
f) dishes suitable for people who don’t eat meat
or fish
g) a list of dishes you can order together (such as
a main meal, a starter and a dessert) for a set
price
h) a small portion of food, typically bread, salad
or vegetables in sauce, that you eat with a
main meal
i) a last course of a meal, typically a sweet dish,
such as a cake or ice cream
j) a list of dishes with separate prices
133
UNIT VII EATING OUT
Would you like to hear today’s _________?
Can we look at the _________, please?
I think we are too fool to have __________tonight.
Well, the__________ is mashed potatoes.
For __________I’ll have the chicken soup.
What would you like for your __________? I’d like pork with broccoli.
I can’t have anything with any animal products. Do you have a / an
________ available?
8. This restaurant is located on the Pool deck and offers an excellent ______
for lunch.
9. The Old Bank specialises in steaks and good quality burgers and offers a
fantastically priced early bird __________with 2 courses for £12.00 or 3
courses for £14.00.
10. I have special dietary restrictions. Is there any __________?
1.
2.
3.
4.
5.
6.
7.
Ex.6. a) Which phrase on the right refers to the menu items on the left? Find
a match.
1. Dessert
a) Big Daddy’s Hamburger with fresh cut fries
2. Starters
b) Homemade Iced Tea
3. Specialties
c) Junior Spaghetti and Meatballs
4. Refreshments
d) Peach pie a la mode
5. Seafood
e) Mouth Watering garlic cheese toast
6. Sides
f) Loaded mashed potatoes
7. Kids Menu
g) Chef Brian’s homestyle chili
8. Sandwiches
h) Lemon and herb glazed Salmon
9. Spirits
i) Seasonal tossed greens
10. Salads
j) ½ litre house white
b) What dish from the listed above would you like to taste? Explain your
choice.
Ex.7. a) Do the gourmet quiz in pairs. Ask your partner if he / she has ever
done the activities below.
Are You an Avid Foodie?
__________
(you / have) a
food tour?
__________
(you / create) a
recipe yourself?
134
__________
(you / think) to
start a food blog?
UNIT VII EATING OUT
__________
(you / install) food
or restaurant apps
on your mobile
phone?
__________
(you / try) oysters,
shark fin soup or
something like that?
__________
(you / invent) a
dish or at least a
cocktail?
b) Give your partner one mark for each ‘yes’ answer. What is his / her ‘avid
foodie’ score out of six? If he / she is somewhere between a gourmet and a
gourmand, ask him two more additional questions about
 the number of times he /she’s eaten at eateries or street vendors
 the weirdest dish he / she’s ever tried
Ex.8. a) Read the text about different types of restaurants.
Restaurants range from unpretentious family-run eateries for people
working nearby with simple food at low cost, to high-priced places serving food
and wine in a formal setting. Restaurants are classified in many different ways.
The primary factors are usually the food itself (e.g., vegetarian, sea food, steak);
the cuisine (e.g., Italian, Chinese, Japanese, Indian, Mexican, French, Thai) or
the style of offering (e.g., tapas bar, a sushi train, a buffet restaurant or a yum
cha restaurant). Beyond this, restaurants may differentiate themselves on factors
including speed (fast food), formality, location, cost, service or novelty themes
(such as automated restaurants). In the 2000s a number of travelling restaurants,
specifically designed for tourists, have been created. These can be found on
trains, boats, buses etc. There are about 15 popular categories of restaurants.
Fine dining are full service restaurants with specific dedicated meal
courses; with certain rules of dining, often including a dress code.
Casual dining is a restaurant that serves moderately-priced food in casual
atmosphere. They provide table service, often have a full bar, a larger beer menu
and a limited wine menu.
Fast food is a type of restaurant in which customers have a quick meal at a
relatively modest cost. The clients are mainly the younger age groups.
Cafeteria is a small restaurant serving ready-cooked food, there is no table
service. Cafeterias are common in hospitals, corporations and different
educational institutions.
Sandwich bar is an informal restaurant which mainly serves sandwiches,
toasts and drinks. Some of them also offer salads and meat. Sandwich bars are
for those who look for a light meal at a convenient price.
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‘Restaurant buffet’ is offered in various places, especially in restaurant
hotels. It typically features a menu according to the formula of ‘all you can eat’
at a pre-fixed price.
Pizzeria is a particular type of Italian restaurant where you can eat mainly
pizzas and calzones (folded-over pizza). They also serve other type of dishes
such as fries and starters of mozzarella and meats. They have a table service.
Self-service restaurants are informal places where customers serve
themselves. These restaurants are aimed at quickness rather than quality.
Cafes are informal restaurants offering a range of hot meals and made-toorder sandwiches.
Pubs were primarily drinking establishments with food in a secondary
position, whereas many modern pubs rely on food as well. Gastropubs are
known for their high-quality fine-dining style pub food and high prices.
A bistro is a small restaurant serving economical simple food in an informal
setting.
b) In pairs, ask your partner to put the following in order of importance when
choosing a place to eat out, with number 1 being the most important. Then
recommend a restaurant to him / her from the types above.
_________ Location
_________ Cost
_________ Food
_________ Service
_________ Ambience
_________ Wi-Fi
Ex.9. Read the example dialogues where people are ordering something to eat
and decide where such conversations can take place.
At_____________
Server: Who’s next?
Customer: Me. Can I have a sandwich with cheese and tomato please?
Server: White or brown bread?
Customer: Brown please.
Server: Butter?
Customer: Yes please
Server: Do you want salt and pepper?
Customer: Just a little bit please.
Server: Anything else with that?
Customer: Do you have banana smoothies?
Server: Yes. Anything else?
Customer: No Thank you, that’s all.
Server: Right that’s £9.
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At____________
Restaurant worker: Hello, Jim’s shop how can I take your order?
Caller: Yes. I’d like one large Supreme and one small Hawaiian.
Restaurant worker: What crust would you like?
Caller: Classic crust please.
Restaurant worker: Classic crust for both?
Caller: Oh, no. The classic crust for the Supreme and thin and crispy for
Hawaiian.
Restaurant worker: Anything else?
Caller: No. That’s all.
Restaurant worker: OK. Is it for take-away or home delivery?
Caller: Take-away please.
Restaurant worker: That’ll be £19. Your order will be ready in 40 minutes.
Caller: Thanks. Bye.
At____________
Waiter: Are you ready to order sir?
Mr Smith: Not really. Could you recommend something?
Waiter: Certainly sir. The fresh lobster is particularly good this evening, and for
starters may I recommend a light consommé?
Mr Smith: Sounds lovely, what do you think dear?
Mrs Smith: Oh yes, I love lobster.
Waiter: So, that’s two consommé and two lobsters. Would you like to look at
the wine menu?
Mr Smith: Why don’t you bring us what you think will go best. Nothing too
expensive though.
Waiter: No problem sir.
(A while later)
Waiter: Was everything to your satisfaction?
Mr Smith: Yes, lovely thank you. The whole meal was delicious, our
compliments to the chef. Could I have the bill, please?
Waiter: Certainly sir, I’ll bring you the bill. Would you like me to order you a
taxi?
Mr Smith: Yes that would be great, thank you.
Mrs Smith: What a nice man, we must leave him a good tip.
Mr Smith: Yes of course.
Ex.10. a) There’s one more place to eat out that young people like and can
afford all over the world. Guess what?
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Jenny: Good morning! Can I take your order?
Tom: Yes. Could I have a caffé latte?
Jenny: Sure. What size would you like?
Tom: Er…tall please. And I’ll have a chocolate muffin.
Jenny: OK. That’ll be £6.30 in total.
Tom: Here’s £7.
Jenny: And here’s your change. You can pick up your order over there.
b) Listen to the recording and write down the prices.
c) Role- play the conversation above using the prompts below.
Card 1
a caffé mocha
(s)
a slice of apple
pie
£7.00
Card 2
a caffé latte (s)
& a cappuccino
(t)
a muffin
$11.90
Card 3
an espresso
(double)
a caramel slice
€6.90
Card 4
an iced
coffee (g)
a cinnamon
roll
£8.10 €6.90
d) Discuss in pairs.
• Do you drink at ‘chain’ coffee shops or cafés? Which ones do you go to, and
why?
• Has coffee become more or less popular in your country recently?
• Do you drink coffee at home?
• Do you have any coffee-making machines at home?
Ex.11. a) Imagine that you’ve just had dinner with a friend. Look at the bill
and decide how much you should leave as a tip. Turn to the Cat to be sure
about the amount.
DOWNTOWN CAFÉ
Number of people: 2
1 salad
1 sandwich
1 hamburger
1 order of french fries
1 piece of pie
2 cups of coffee
Subtotal
Sales Tax @8.25%
TOTAL
138
May 7, 2018
$ 4.55
$ 3.50
$ 7.35
$ 2.25
$ 3.45
$ 1.50
$22.60
$ 1.87
$24.47
UNIT VII EATING OUT
TO TIP OR NOT TO TIP
Tipping is not widespread, and may even depends a lot
on where you are. In the United States, it’s customary to
tip between 15% and 20% in restaurants, depending on
the quality of service received. In Europe, however, a
service charge is often included in the check, regardless
of whether the customer is satisfied or not. It is
acceptable to leave an additional 5% tip if the service
was particularly good. In China and Japan, tipping is
not widespread, and may even be considered an insult.
So, the answer to the question “ To tip or not to tip?”
really depends a lot on where you are.
b) Look at the picture and say if this sum will be enough.
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Ex.12. Julie is ordering food in a restaurant. Put her conversation with a
waiter in the correct order. Listen and check.
Julie: Do you have a menu?
Waiter: Sorry. There’s none left. I can recommend the tuna steak.
Julie: Sounds good.
Waiter: Do you want to order a dessert now?
Julie: OK, but just blueberries. No strawberries.
Waiter: Right. What about the entrée?
Julie: I’ll go for the specials.
Waiter: Anything to drink with that?
Julie: I’d like sparkling, please.
Waiter: Hi, what can I get for you today?
Julie: Just spring water.
Waiter: How do you want that? Rare, medium or well-done?
Julie: OK, I’ll have vegetable soup…
Waiter: Still or sparkling?
Julie: Then I’ll have the Thai fish cakes.
Waiter: Sure, there’s an a la carte menu, or today’s specials are on the board.
Julie: Do you have any chicken?
Waiter: Good choice.
Julie: Yes, um, what’s a Key Lime Pie?
Waiter: I’m sorry. It’s all gone.
Julie: Well-done, please.
Waiter: It’s like a cheesecake. Today it’s served with blueberries and
strawberries.
Waiter: OK. Coming right up.
Ex.13. Can you guess what words or phrases have been missed? Listen
to the dialogues and check your suppositions. Practise these conversations in
pairs.
Dining out
Waitress: Hi I’m Lori, I’ll be your waitress today. Can I get you anything to
1) ____________________________________________________________?
Man: Just water.
Waitress: Would you like bottled or 2) _______________________________?
Man: Regular.
Waitress: And for you?
Woman: I’ll have a diet 3) _________________________________________.
Waitress: Great. I’ll be right back.
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Ordering
Waitress: Have you decided what you’d like or do you need
1) ____________________________________________________________?
Woman: I’ll have the grilled chicken and a dinner salad.
Waitress: And what kind of 2) _____________________________________?
Woman: What kind do you have?
Waitress: Italian, blue cheese and French.
Woman: I’ll have the Italian, and can you serve that 3) __________________?
Waitress: Of course. And for you sir?
Man: The Peppered Salmon, is that very spicy? I don’t like spicy, I’ll
4) ____________________________________________________________.
Waitress: And how would you like that cooked?
Man: 5) ________________.
Waitress: Alright, so that’s chicken with 6) __________________________,
7) ____________ dressing on the side, and one steak, medium. Thank you.
Serving
Waitress: Be careful, it’s hot! Can I get that for you?
Woman: 1) _____________________________________________________.
Waitress: And is there anything else I 2) _____________________________?
Man: 3) ____________________________________________ a steak knife?
Waitress: 4) _________________________________. I’ll get that right away.
Waitress: How is everything?
Man: 5) _______________________________________________________!
Woman: Very good.
Waitress: Great.
Finishing the Meal
Waitress: Are you still working on that? Or shall I wrap it up for you?
Woman: I’m done.
Man: I’ll take this to go.
Waitress: 1) _______________________________________ a dessert menu?
Man: Yes, please.
Waitress: Would you like 2) ______________________________________?
Man: Yes.
Woman: I’ll have some too.
Waitress: Cream or 3) ___________________________________________?
Man: I’d like 4) ________________________________________________.
Woman: 5) _______________________________________________ sugar.
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Ordering Dessert
Waitress: Have you decided what 1) _________________________________?
Man: I’ll have the chocolate cake.
Waitress: 2) ____________________________________________________?
Woman: I’ll have the cheesecake.
Waitress: Excellent, I’ll 3) _________________________________________.
Get the Cheque
Waitress: Did you enjoy your meal?
Woman: 1) ___________________!
Waitress: Can I 2) ____________ else, or should I get your 3) ____________?
Man: We’ll take the cheque.
Waitress: Thank you for coming.
Ex.14. In small groups think of as many national or typical dishes as you can
under the headings in the table and discuss the questions below.
Your own country
UK
Other countries
Pasta (Italy)
1. Have you tried any of these dishes? Which ones? Did you like or dislike
them?
2. What is the strangest food you have ever eaten? Did it taste good or bad?
3. Do you like trying new foods?
4. Are there any foods that you wouldn’t eat as a child that you eat now?
5. Do you prefer your own country food or other kinds of food? Has your
country ‘adopted’ many foods from other countries?
6. If you were living abroad, which food would you miss most from this
country?
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Ex.15. a) In pairs, try to guess the answers to the British Food Quiz. You are
not expected to know all the answers.
1. Which of these do the British eat most of in Europe?
a) crisps and chocolate
b) fresh fruit and vegetables
c) sausages
2. What is the most popular food in Britain?
a) fish and chips
b) pizza
c) curry
3. What is ‘haggis’?
a) a cocktail made from whisky and fruit juice
b) a type of fish eaten in Scotland
c) a Scottish dish made from sheep’s stomach and innards
4. Stilton, cheddar and double Gloucester are all kinds of:
a) apple
b) pig
c) cheese
5. What do most British people have for breakfast?
a) toast and cereal
b) cappuccino and croissant
c) fried eggs and bacon
6. Who invented the sandwich and why?
a) The Earl of Sandwich – he wanted food which he could eat with one hand
while gambling
b) Lord Sandwich – he wanted food which he could take for a picnic in the
countryside
c) Queen Elizabeth I – she wanted food which could be prepared quickly for
guests
7. What is ‘kebab’?
a) a type of pub
b) a hot drink
c) Turkish fast food
8. Which of the following ingredients would not be a possible ingredient of a
British pudding?
a) pig’s blood
b) chocolate
c) lettuce
9. Which of these do you find in a pub in Britain?
a) lager
b) cider
c) bitter (trick question)
10. What is ‘chicken tikka masala’?
a) a type of salad
b) a curry
c) a type of Chinese food
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11. How many vegetarians are there in the UK today?
a) 3-4 thousand
b) 300-400 thousand
c) 3-4 million
12. Where do people eat deep-fried chocolate bars?
a) Scotland
b) Japan
c) Wales
13. When are toffee apples eaten in the UK?
a) Christmas
b) Halloween
c) Easter
14. What is the difference between these things?
a) ‘chips’ and ‘French fries’
b) ‘crisps’ and ‘chips’
c) ‘fizzy drink’ and ‘soda’
15. When did the first curry house open in Britain?
a) 1809
b) 1919
c) 1969
b) Check your answers on page 224. Score a point for each right choice.
Compare your results to find out who is the winner.
Ex.16. Which phrase on the right completes sentences on the left? You must
find a match for every phrase but there is not necessarily only one correct
solution!


Would you like a side dish?

Can I get you a drink?

What would you like for your 
main course?

Still or sparkling?

Would you like some coffee?

May I take your order?

Excuse me. Could I have the

bill?


Good morning sir, madam.
I’ll take the Salisbury steak.
Yes. Espresso double, please.
Water will be fine.
Sure. Here you go
I’d like one large pepperoni pizza with
mushrooms, olives and extra cheese.
I’ll go for specials.
Yes, a large salad please.
I have a reservation at 7.00 p.m. for
Mr Smith.
I’d like still, please.
Can I have a couple more minutes?
Do you have a vegan option?
I’ll have a Thai iced tea, please.
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Ex.17. Imagine that you have come to the restaurant for lunch. In pairs, guess
the ‘You’ sentences and present your conversation to the group.
Waiter: Are you ready to order?
You: Yes, ______________________________________________________.
Waiter: What would you like to start with?
You: All right. _____________________________________ smoked salmon.
Waiter: Now what about the main course?
You: I’ll have _____________________________________________, please.
Waiter: How would you like your steak, sir?
You:____________________________________________________ , please.
Waiter: Would you like roast or boiled potatoes?
You: ____________________________________, please. And a mixed salad.
Waiter: Fine. And to drink?
You: I think I’ll have _____________________________________________.
Waiter: Certainly._______________________________________________ .
(After a while)
You: That was delicious! I think I’d like______________________________.
Waiter: There is vanilla and strawberry ice cream, apple pie, chocolate cake
and fruit salad.
You: __________________________________________________________.
Waiter: OK. Chocolate cake. Would you like some coffee?
You: Yes.________________________________________________, please.
You: Can I have the _____________________________________________?
Waiter: Of course.
You: Is service _________________________________________________?
Waiter: No, it isn’t.
You: Can I pay by _______________________________________________?
Waiter: Yes, of course.
Ex.18. Divide into groups of three. Look at the situation and role-play the
conversation. Spend a few minutes preparing what you are going to say. Turn
to the Useful Language Box on page 232 to help you.
Student A is a waiter. Your situation is on page 220. Students B and C are
customers. Your situations are on pages 225, 231.
Ex.19. Do the crossword.
Across
2. Someone who makes food in a cheap restaurant. (4)
4. A meal between breakfast and lunch. (6)
5. Someone who makes food in an expensive restaurant. (4)
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UNIT VII EATING OUT
8. This describes what you can eat at a restaurant. (4)
11. Something you eat before the main meal. (9)
12. If everybody pays for their own food then you go. (5)
13. A side dish with lettuce and other vegetables. (5)
15. What the cook places your food on. (5)
16. A meal where you help yourself from a table with a variety of dishes. (6)
17. Long, stringy food. (7)
18. Something you give your waiter if the service is good. (3)
1
2
3
4
5
6
7
8
9
10
11
12
13
15
14
16
17
18
Down
1. A place where people can sit around and drink alcoholic beverages in a
restaurant. (3)
2. A drink that many people have with dessert. (6)
3. Something you use to cut meat. (5)
4. Another word for a drink. (8)
6. The noon meal. (5)
7. Something you might need to get into a busy restaurant. (11)
9. Someone who serves you food. (6)
10. The morning meal. (9)
12. Something, usually sweet, that you eat after dinner. (7)
14. The evening meal (6)
16. The total amount that you have to pay for a meal. (4)
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READING AND WRITING
Ex.1. a) How often do you eat out? Where do you usually go? When choosing
a place what do you think about? What do you order? Do you prefer to eat at
a restaurant or at home?
b) Scan these reviews about a variety of restaurants in London and choose
the one you’d like to go on a romantic date. Explain your choice.
The Ritz
Food: traditional British or fusion cuisine
Price per person: £80
This spectacular palace-style dining room is famous as one of London’s most
luxurious, romantic restaurants. It’s hard to resist splashing out on the exquisite
5-course menu. The staff are discreet and extremely polite. It’s hardly
surprising that the clients are a mixture of celebrities, business executives and
wealthy tourists. Come here for a memorable dining experience, which
will certainly do damage to your bank account!
Yo sushi!
Food: Japanese
Price per person: £10-15
The best known sushi place in town. This restaurant is great both for
its raw fish and its kitsch Japanese décor. Service is efficient and
speedy. You can eat delicious sushi for a few pounds, serve yourself
unlimited beer, select food from a conveyor belt and even have a
relaxing head massage! Sometimes there are karaoke nights here. This
restaurant is bright and unromantic but great fun.
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Amaretto
Food: Italian
Price per person: £15-20
A family-owned restaurant that has faithful clients coming back again and
again. Amaretto offers classic Italian food in warm and friendly
surroundings. Whatever time you come here, this restaurant is always busy
and lively. The pizzas and pasta dishes are well recommended as being
tasty and excellent value for money. Great for families or big groups of
friends.
Levant
Food: Lebanese/Middle Eastern
Price per person: £20-30
An exotic Middle Eastern restaurant which is perfect for a romantic
evening. The atmosphere is moody and intimate, with lots of candles,
soft cushions and coloured glass lanterns. When you find the entrance,
hidden away down a small street, you are greeted by luscious plants and
the smell of incense and exotic perfumes. The menu offers a feast of
authentic Lebanese food for people who like to try something new and
unusual. If you stay late, you will even be able to watch a belly-dancing
show!
The George Inn
Food: traditional British pub food
Price per person: £5-10
A dark and smoky pub, which was built in 1780. Come here if you want to
taste traditional English fish and chips or steak and kidney pie in a lively
atmosphere. The food isn’t great, the service is slow, but this pub serves a
good range of beers and ales.
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Food for Thought
Food: vegetarian
Price per person: £5-10
This tiny colourful vegetarian restaurant and takeaway offers food free of
chemicals, pesticides and preservatives. The food is good and the menu
changes every day, but this place is also great if you just want a coffee.
Don’t come here at busy times if you want a slow, leisurely meal.
Café Sol
Food: Mexican
Price: £20-30
Café Sol is a great place to go at any time. Enjoy authentic Mexican cuisine
at lunchtime (watch out for the chilli!) or go for a drink and a dance when
it gets dark. The atmosphere is always buzzing and vibrant, and the food is
reasonably priced. On a Saturday night, the young crowds in Café Sol are
usually very loud and merry after sampling the extensive list of tequilas!
The Hard Rock Café
Food: Tex-Mex and burgers
Price per person: £10-20
A genuine celebration of rock ‘n’ roll! This is the original Hard Rock
Café, here since the 1970s, and it’s the first ever theme restaurant. The
queue to get in is legendary. You can’t make reservations and you will
find a queue almost all day long, every day of the year. But this actually
adds to the memorable experience. Once in, there’s good food and a
great atmosphere, created by rock music, dim lighting and walls covered
in rock memorabilia.
Ex.2. Read the restaurant reviews again and say what restaurant would you
recommend for...
1. music fans who don’t mind queueing!
2. a tourist wanting to try different English beers and ales.
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3. a person looking for a fun evening and good food on a budget.
4. some young and hip professionals who like to dance.
5. an adventurous couple looking for a romantic night out.
6. a health-conscious person on a budget.
7. a group of college students wanting to celebrate someone’s birthday.
8. a person who enjoys spending money on high class dining.
9. a family looking for value for money.
Ex.3.a) Kevin, an English chef, has just opened a restaurant. Listen to an
interview with him and complete the profile he created to start up a business.
Business Profile
Restaurant
Owner
Size of business
Capital
Location
Target market
Food served
(specialties)
Entertainment
Kevin Poulter
£ 90,000
Country: __________________________________
City (town): _______________________________
Benefits: __________________________________
Type: employed customers
Age: 20-60. Gender: both
Peculiarity: prefer the wholesome meals which are light
on the pocket
Cuisine:____________ Dish: ___________________
Cuisine:____________ Dish: trifle_______________
Price per person
Possible risks
Employment
Slogan
Customers can be stopped by the price.
__________________________________________
Number: ___________________________________
Gender: ___________________________________
Age: ______________________________________
We will go all the way to satisfy our guests!
b) Kevin didn’t speak about two aspects written in the profile. Use your own
ideas or information from Ex.1. to finish his business plan.
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Ex.4.a) Split into groups of 3-4. Imagine that you are going to start a
restaurant. Make up a business profile discussing the following aspects.
1. How are you going to call your restaurant?
2. Who are your target consumers?
3. Where will your restaurant be located?
4. What cuisine will you serve?
5. Will you have any specialties, or a daily menu, or takeaway?
6. What type of atmosphere will you try to generate? How?
7. Will there be any entertainment?
8. What decor will you have?
9. How will you advertise?
10. What prices will you charge?
Ex.5.Write an advertisement of your restaurant to appear in a food traveller’s
guide Best Gastronomic Tours of the World. Present your startup to the rest
of the group!
WATCHING
Weird Restaurants
Ex.1. a) If you ever get bored with conventional types of food and restaurants
then you should spice up your life by dining in one of these restaurants. Think
about the names of these restaurants. In pairs, put them in order of
strangeness with №1being the most unusual to №10 being the least
surprising.
Pith
Zauo
O.Noir
Disaster Cafè
Toyako Ramen
Dinner in the Sky
Drone Restaurant
The Heart Attack Grill
Modern Toilet Restaurant
Cannibal Sushi Restaurant
b) Watch the video and give yourself a point for each correct answer. Share
your results with the group and see which pair gets the highest score.
Ex.2. Watch the video for the second time and say whether these sentences
are true (T) or false (F).
1. At Zauo you can channel your inner fisherman and fish for your dinner.
2. Pith works every day and can serve more than four people per seating.
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3. You can benefit from the Heart Attack Grill if don’t eat there, especially if
you weigh over 350 lb (do you know your weight in lb?).
4. People go to dine in complete darkness because they want to get a better
understanding of what it is like to be blind.
5. Dinner in the Sky restaurant was opened in 2016 and has visited over 55
countries.
6. At Toyako Ramen robots will make customer’s orders in 80 seconds in the
near future.
7. There are no waiters and waitresses at the Drone Restaurant.
8. At the Disaster Café customers can experience a level 7.8 earthquake with
every meal.
9. The design of the Modern Toilet Restaurant resembles a bathroom with
ordinary food being served in what looks like miniature toilet bowls.
10. At the Cannibal Sushi Restaurant sushi is served inside a life-sized replica
of a woman made of dough.
Ex.3. Complete the table using the information from the video and / or your
own ideas.
Name of the
Restaurant
Zauo
Pith
Heart Attack Grill
O.Noir
Dinner in the Sky
Toyako Ramen
Drone Restaurant
Disaster Café
Modern Toilet R.
Cannibal Sushi R.
Country
Food
Service &
Setting
Ex.4. Each student should choose a restaurant from the list he / she would
like to advertise (if it’s hard to decide which one, you may draw lots or think
about your own one). Prepare a 5-sentence advertisement to attract customers
to your restaurant and present it to your group. Find out how many students
will come to you. The owner with the most customers is the winner.
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UNIT VIII AT THE CHEMIST'S
Doctors use some strange words. Synchronous diaphragmatic
flutter? Sternutate? Borborygmus? Yep, these are real words. And they refer to
hiccups (synchronous diaphragmatic flutter), sneezes (sternutate) and stomach
growls (borborygmus). Can you believe that? It seems that even the simplest
medical issues have complicated, difficult names. You don’t need to be a doctor
or have an expert medical vocabulary for day-to-day survival, but it’s still
important to know basic English medical terms. The words in this module will
help you articulate (explain) to others any medical issues you may be having. It
will also help you understand medical professionals when they’re speaking to
you. Don’t worry. Even native English speakers sometimes have trouble with
medical vocabulary. There are some really crazy medical words out there. This
guide will help teach you some of the basics, as well as some advanced concepts
too.You’ll be completely prepared for your next trip to the doctor’s office!
 enlarge your vocabulary relating to health and medicine
 practise using these items in conversation with a doctor or
a chemist
 read an article from the Sunday Times about alternative
medicine
 watch about the difference between the flu or the common
cold
 learn how to write an opinion essay
You will
TARGET VOCABULARY
Key Words
ache (n)
have a head ~
have a tooth~
ache (v)
Student’s Notes
3 more?
___________________
___________________
meaning?
___________________
allergy (n)
derivatives?
___________________
burn (v)
cold (n)
past forms?
collocations?
___________________
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Example Sentence
UNIT VIII AT THE CHEMIST'S
cough (v)
pronunciation
cure (v)
derivatives?
___________________
dizzy (adj)
synonyms?
___________________
doctor (n)
 GP
any other?
___________________
drug (n) AmE
BrE?
drugstore (n) AmE
BrE?
faint (v)
meaning?
___________________
fever (n)
hay ~
meaning?
___________________
hurt (v)
past forms?
illness (n)
 heart attack
 sprained ankle
synonym?
___________________
what else?
___________________
injure (v)
meaning?
___________________
malady (n)
synonyms?
___________________
medicine (n)
 drops
 bandage
what else?
___________________
nose (n)
blocked ~
___~
associations?
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UNIT VIII AT THE CHEMIST'S
ointment (n)
cream
lotion
pain (n)
to have ~ in
difference?
meaning?
I’ve got a terrible
stomachache. I need
some painkillers.
painkiller (n)
patient (n)
opposite?
pill (n)
collocations?
___________________
plaster (n) BrE
put a ~ on
prescribe (v)
AmE?
remedy (n)
meaning?
___________________
sick (adj)
ill
sore (adj)
difference?
swell (v)
past forms?
___________________
symptom (n)
 of a cold
 of a food poisoning
derivatives?
___________________
collocations?
___________________
which ones?
___________________
temperature (n)
to have got a ~
pronunciation?
treat (v)
derivatives?
___________________
X-ray (n)
pronunciation?
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UNIT VIII AT THE CHEMIST'S
VOCABULARY AND SPEAKING
Ex.1. a) With your partner make a list of common health problems. Then do
the quiz below.
Example: A bad cold
b) Read the quiz quickly. Which problems from your list are mentioned?
Which others are mentioned? Do the quiz in pairs. Which answers do you
think are correct? (More than one answer is possible).
Health Quiz
1. You burn yourself on a hot pan?
a) put butter or oil on the burn
b) put a plaster on it
c) put the burn under cold water
2. You’ve got a temperature?
a) stay in bed and keep warm
b) take an aspirin
c) keep cool and have a rest
3. You’re taking a course of antibiotics?
a) take the pills at exactly the same time every day
b) don’t stop taking pills until they are completely finished
c) never drink alcohol
4. Someone faints?
a) pour cold water over their face until they wake up
b) make sure they are comfortable and wait for them to come round
c) shake the person gently until he / she wakes up
5. You are stung by a bee?
a) put some ice on the area of the sting
b) put a plaster on the sting to protect it
c) phone the doctor if you feel dizzy or there is a lot of swelling
6. You develop a rash on your face after eating strawberries?
a) put some cream on your skin
b) put a plaster on the area with the rash
c) stop eating strawberries – you may be allergic to them.
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UNIT VIII AT THE CHEMIST'S
c) Cella is a nurse in a London hospital. Listen to her answers to the
questions in the quiz. Are they the same as yours?
The term ‘band aids’ is
used instead of
‘plasters’in the USA
d) Complete the diagram below with verb + noun / adjective combinations
from the quiz and add some more words you’d like to your Target Vocabulary.
I’ve got
• temperature
•?
take
• an aspirin
•?
•?
keep
• warm
•?
have
•?
feel
•?
put
• a plaster (on)
•?
•?
157
•?
•?
•?
UNIT VIII AT THE CHEMIST'S
Ex.2. Choose between ill and sick.
1. Margaret was suddenly taken ____.
2. The nurse mixed the medicine and gave it to the ____ girl.
3. Some people are motion ____.
4. Bella woke up with a terrible pain in his stomach and felt ____ too.
5. I can’t travel by air. I’m air ____.
In Modern English ‘be ill’ means be in bad health (be
unwell).
‘To be sick’ is American English.
In BrE ‘the sick man’ means one who is all. In this
meaning the word ‘ill’ is never used before a noun.
‘Feel sick’ means to have inclination to vomit in BrE.
Ex.3. Match the words with their definitions and complete the sentences
below with some of them.
1. hurt (5)
2. ache (2)
3. injure (2)
4. be sore (1)
a) you damage some part of a person’s or an animal’s
body
b) it hurts when you touch it or use it – use this about
painful areas of your skin, for example where you
have cut yourself
c) you feel pain that is continuous but not very strong –
use this about pains in your arms, legs, or in your head
or stomach
d) you feel pain in a part of your body, for example
because you have hit it or cut it or because you are ill
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UNIT VIII AT THE CHEMIST'S
1. Tom sprained his ankle playing hockey. It ____s badly.
2. My arms ____ed from carrying all the groceries.
3. The sun is ____ing my eyes.
4. Several policemen were ____ed in the clashes.
5. It ____s when I move my arm.
6. The noise of the traffic made my head ____.
7. I ____ my finger in the door.
8. My shoulder is really ____ing me.
9. Her hands ____ still ____ from scrubbing the floors.
10. A number of bombs have exploded, seriously ____ing at least five people.
Ex.4. Complete the following sentences with the words below.
rash
virus
cough
infection
chemist’s
prescription
symptom
medicine
appointment
1. Could I come in late tomorrow? My wife and I have an __________ with the
doctor.
2. That’s a nasty __________ you’ve got. You’ve really got to stop smoking.
3. The main __________ of measles is little red spots all over your body.
4. I sometimes get a __________ on my face after I’ve shaved.
5. I’m taking antibiotics for this ear __________.
6. Last winter there was a really nasty __________ going around.
7. Very often, rest is the best __________!
8. Did you take that __________ to the __________?
Ex.5. Look at the conversation. In pairs, put the phrases into the
correct order and guess the missing words. Listen to the dialogue and check
your suppositions.
Doctor: Can I have a __________?
Patient: It’s very __________.
Doctor: I’ll give you some __________
Patient: I’ve got a really bad __________. I feel __________.
Doctor: How long have you had the __________?
Doctor: What’s the __________?
Patient: About a __________.
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UNIT VIII AT THE CHEMIST'S
Ex.6. a) Here is a list of common medicines you may use to relief the pain.
Find which medicine can help you feel better.
1. sleeping pills
2. lozenge
3. painkillers
4. medicine
5. cough syrop
6. nasal drop
7. gargle mixture
8. bandage
9. ointment
10. dressing
11. antibiotics
󠆮
󠆮
󠆮
󠆮
󠆮
󠆮
󠆮
󠆮
󠆮
󠆮
󠆮
a)
b)
c)
d)
e)
f)
g)
h)
i)
j)
k)
You can’t sleep.
You have a dry cough.
You have a chest infection.
You have very bad backache.
You have an eye infection.
You have an allergy.
You have a sore throat.
You have twisted your ankle.
You have an itchy throat.
You have a wound.
Your skin is irritated.
b) Listen to four dialogues between doctors and their patients and tick
the medicines mentioned.
c) Listen to the dialogues again and complete the table below and take
turns to ask your partner about his / her last visit to the doctor.
Patient 1
Patient 2
Patient 3
Patient 4
You
Part of the
body injured
When
Treatment
Ex.7. a) Listen to two conversations between a doctor and her patients.
(SpeakOut 6.6). Answer the questions.
What problems does the What does the doctor
patient have?
suggest?
Patient 1
Patient 2
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UNIT VIII AT THE CHEMIST'S
b) Now match the following pieces of advice to the situations above.
1. Make sure you drink plenty of water. Otherwise, you’ll get dehydrated.
2. There’s a special kind of plaster you can use on blisters. I had one and it
helped a lot.
3. Get one of those nasal drops from the chemist. They always work for me.
4. Have you tried an osteopath or a chiropractor?
5. Stick to orange juice in future!
Ex.8. Do you remember any phrases doctors and patients can use in their
communication? Use the dialogues from ex.6 and ex.7 and make a list of
useful phrases.
Doctor
Patient
Starters
Symptoms
Recommendations
Ex.9. Using the dialogues from Ex. 6, 7 and the phrases from Ex. 8 make up
your own dialogues and role-play them with your partner. Use the prompts
below.
Patient:
You have got a headache /
backache.
You have caught a cold / flu.
You have broken your arm / leg.
You have a sore throat and a bad
cough.
You also have a high temperature.
Doctor:
Take some medicine / antibiotics.
Go to the hospital for an X-ray.
Get some rest and drink lots of hot
drinks.
Take some painkillers / pills.
Ex.10. What do you do when you have a cold / headache / flu to make yourself
feel better? Match the symptoms with the illnesses and discuss with each other
what you do to feel better.
Example: – You might have a cold. When I have a cold I usually go to bed with
a hot drink. How about you?
– I don’t do anything. I just carry on working.
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UNIT VIII AT THE CHEMIST'S
food poisoning
a broken leg / a sprained ankle
a heart attack
a nervous breakdown
hay fever a cold
flu
measles
1. I’ve had a runny nose and I’ve been coughing all day. I’ve got a sore throat
too.
2. Jenny’s come out in a nasty rash. Six other children in her class have got it
too.
3. In the summer, I sneeze every time I go into the garden and I get a headache
too. I’m allergic to pollen.
4. Have you heard about the singer who won the TV competition? Apparently,
she’s been crying for two days and she can’t stop shaking. They’ve taken her to
a special clinic.
5. Ben’s in bed. He’s got a high temperature and he feels nauseous and faint.
6. Since we had that meal last night I’ve had a terrible stomach ache and I’ve
been sick seven times!
7. Rita’s grandfather had a terrible pain in his chest and he couldn’t move his
arm.
8. Jack fell over while he was skiing and he can’t stand on his left leg. It really
hurts.
Americans talk about drugs instead of tablets
or pills. In Britain drugs usually mean
heroin, cocaine, etc. In the United States a
chemist’s is called a drugstore. In Australia
and South Africa, people go to the pharmacy.
‘Pharmacy’ can also be used by the British.
Ex.11. These are those body idioms you should really know in English. Don’t
try to visualize them. It will be a scary movie! You will find the examples and
explanations. Are you able to match them? Could you add at least one more
idiom to the list? Enjoy!
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UNIT VIII AT THE CHEMIST'S
1. All ears
a) a person who is lively, active and
healthy
2. Sweet tooth
b) a person with a lot of experience
in something
c) a strong impulse to travel,
restlessness, desire to leave
3. Full of beans
4. Itchy feet
d) someone whose vision is very
poor, or who is unable to see
anything
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UNIT VIII AT THE CHEMIST'S
5. Blind as a bat
e) awaiting an explanation, listening
eagerly and carefully
6. Cold shoulder
f) to be physically healthy again
after an illness or an accident
7. Old hand
g) a great liking for sweet-tasting
food, a weakness for sweets;
someone with a liking for sweets
h) paying no attention to something,
a deliberate act of disrespect, an
attitude of rejection (give somebody
the cold shoulder, get the cold
shoulder)
8.
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UNIT VIII AT THE CHEMIST'S
Ex.12. Imagine that you have come to the doctor. Explain the reason of your
visit filling the gaps with must (if you are absolutely sure), can / could , may /
might (as the least possible).
1. I fell off my bike. I ____ (break) my wrist.
2. I feel unwell. I ____ (fall) ill tomorrow morning.
3. I’ve got a diarrhoea. It ____ (be) that take-away last night.
4. My nose is blocked up. I ____ (wear) the wrong shoes to go hill-walking!
5. I’ve got a headache. I ____ (drink) too much water at dinner.
6. I’ve got indigestion. I ____ (eat) my dinner too quickly.
7. I am exhausted. I’ve been working too hard recently. If I don’t slow down a
bit, I ____ (make) myself ill.
Ex.13. In groups of two, role-play the situations given below. Spend a few
minutes preparing what you are going to say. Turn to Useful Language Box
on page 215 to help you.
Conversation 1. Student A is a doctor. Your situation is on page 222. Student B
is a patient. Your situation is on page 228.
Conversation 2. Student A is a patient. Your situation is on page 227. Student
B is a doctor. Your situation is on page 230.
Ex.14. Look back through Unit VIII and add two more collocations you’d like
to remember to your Target Vocabulary.
READING AND WRITING
Ex.1. a) Have you ever used any alternative medicine, or do you know anyone
who has? Was your / their experience positive or negative? Look at some
words which describe types of alternative medicine. Do you know what any of
them are, and what they are used for?








Homeopathy
Osteopathy
Aromatherapy
Herbal medicine
Chiropractic
Reflexology
Hypnotherapy
Acupuncture
b) Now listen to eight definitions and match them with the words. Then
listen and check. Underline the main stressed syllable.
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UNIT VIII AT THE CHEMIST'S
c) In pairs try and match the described types of alternative medicine with the
name of the specialist.
Homeopathy
Osteopathy
Acupuncture
Hypnotherapy
Chiropractic
Reflexology
An osteopath
A chiropractor
A hyptotherapist
An acupuncturist
A reflexologist
A homeopath
Ex.2. Listen to four people talking about their experience of alternative
medicine. Complete the table.
What did they use?
What for?
Was it successful?
Speaker A
Speaker B
Speaker C
Speaker D
Ex.3. Read a review from the Sunday Times about a new book on alternative
medicine. Do the authors of the book believe that alternative medicine is a
trick or a valid form of treatment?
Alternative Medicine on Trial
‘For 2,400 years,’ wrote the historian of medicine, David Wotton, ‘patients
believed doctors were doing them good; for 2,300 years they were wrong.’ Only
in the past 100 years have treatments in mainstream medicine been consistently
subject to clinical trial, to discover what works and what doesn’t. Much
medicine, though, still stands defiantly outside this mainstream. Can these
alternative therapies really claim to be medically effective judged by today’s
standards, or are they no better than the blood-letting and snake oil of darker
centuries?
Simon Singh, a science writer, and Edzard Ernst, a doctor, have set put to
reveal the truth about ‘the potions, lotions, pills, needles, pummeling and
energizing that lie beyond the realms of conventional medicine’. Their
conclusions are damning. ‘Most forms of alternative medicine,’ say the authors,
‘for most conditions remain either unproven or are demonstrably ineffective,
and several alternative therapies put patients at risk of harm’.
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UNIT VIII AT THE CHEMIST'S
One by one, they go through the most influential alternative therapies
(acupuncture, homeopathy, chiropractic, and herbal medicines) and subject
them to scientific security. In each case, they ask what the evidence is for saying
that a given therapy ‘works’. Acupuncture, homeopathy, chiropractic all come
out badly. Singh and Ernst build a compelling case that these therapies are at
worst positively dangerous - chiropractic neck manipulation can result in injury
or death – and at best, are more or less useless. For example, tests done in
Germany have shown that ‘real’ acupuncture works no better easing migraines
than sham acupuncture, a random application of wrongly positioned needles,
working as a placebo.
Singh and Ernst do not deny that placebos are powerful things. This being
so, does it matter if homeopathy really ‘works’ in scientific terms? If it makes
me feel better to rub arnica cream into a bruise, what harm is done? The authors
argue that it does matter, for three reasons.
First, if, as the evidence indicates, homeopathy is merely a placebo, then the
price tag is a rip-off. A second problem lies in the ethics of the doctor-patient
relationship. In order to make the placebo effect work, doctors would have to
suppress their knowledge that homeopathy was bogus. ‘In fact, the best way to
exploit the placebo effect is to lie excessively to make the pill seem extraspecial, by using statements such as ‘this remedy has been imported from
Timbuktu, etc.’. Third, and most worrying, by putting his or her faith in
homeopathy, a patient may fail to seek out more effective conventional
treatment. In the case of a minor bruise, this doesn’t matter. It’s altogether more
serious when it comes to asthma, say, or cancer.
Does this mean that all alternative therapies are to be dismissed? In the case
of herbal medicines, Singh and Ernst admit that some are effective, but even
here they argue that, once an alternative treatment passes proper tests, it is
accepted into the mainstream and ceases to be alternative. The examples they
give are St John’s Wort for the treatment of mild depression and fish oil for
preventing heart disease, as well as osteopathy (a gentler alternative to
chiropractic). They would like to see all alternative medicines jump through the
same expensive hoops as mainstream drugs. Until they have passed such tests,
they should come with cautions (‘Warning: this product is a placebo’), though
of course any such warning would work against the placebo effect.
The authors admit that, in the 19th century, patients were sometimes better
off with homeopathy (i.e. no treatment at all) than with the mainstream practices
of ‘blood-letting, vomiting, sweating, and blistering, which generally stressed
an already weakened body’, but point out that today’s medicine is, of course,
infinitely more effective in the treatment of disease. However, in my opinion,
mainstream medicine is hopelessly primitive when it comes to preventing
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UNIT VIII AT THE CHEMIST'S
illness. The ‘evidence-based’ medicine that Singh and Ernst are so fond of does
not look so great when we consider the profiteering of big pharmaceutical
companies, which would rather sell us drugs to manage our illness than help us
stay well. Alternative medicine flourishes in the space that conventional
medicine, which, focusing on cure rather than prevention, neglects. Is it any
wonder that some people – against all the evidence – prefer the warm lies of the
alternative practitioners to the cold drugs of the men in white coats?
Ex.4. Read the text again and choose the right answer
1. ‘Mainstream medicine’ refers to…
a) medicine which is considered normal and used by most doctors.
b) all kind of medicine, including alternative medicine.
c) medicine which has been given to patients for thousands of years.
2. ‘Damning’ means…
a) rather unclear.
b) extremely negative.
c) Ambiguous.
3. The German tests are cited to show that…
a) acupuncture is the least effective of the three therapies mentioned.
b) any benefits from acupuncture are due to the placebo effect.
c) Some alternative therapies can be dangerous.
4. What most concerns the authors about alternative medicine is that…
a) seriously ill patients may choose to use it and not to get effective
mainstream treatment.
b) it is ridiculously expensive considering that it does no real good.
c) doctors would have to be dishonest in order for the placebo effect to work.
5. St John’s Wort is given as an example of a medicine which…
a) doesn’t really work.
b) has not passed proper tests.
c) should no longer be considered alternative.
6. The reviewer believes that some people use alternative medicine because…
a) the practitioners pay them more attention than mainstream doctors.
b) it is cheaper than having to pay the high prices charged by big
pharmaceutical companies.
c) they believe all the evidence about alternative medicine.
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UNIT VIII AT THE CHEMIST'S
Ex.5. Some people believe that alternative medicine ‘works’ and some people
do not. Work in pairs. Discuss the questions below and write notes.
1. Does alternative medicine work because of the placebo effect?
2. Mainstream medicine is far more effective in treating serious illnesses, isn’t
it?
3. Should all alternative medicines be tested in the same way that conventional
medicines are?
4. Do drug companies have interest in preventing illnesses?
5. Does alternative medicine do more than conventional medicine to prevent
illness?
Ex.6. Follow the instructions to analyze the structure of the review.





divide the text into an introduction, main body and conclusion;
in the introduction state what the main aim of the text is;
decide what subdivisions are within the areas of the text and think of
heading for them;
for each paragraph state the situation and then underline author’s
recommendations / express your point of view / describe, etc.;
find expressions for generalizing and making suggestions.
Ex.7. When writing an opinion essay you may need various expressions to
make it distinct and vivid. Complete the given phrases with the words below.
agree
my
said
sum
common
only
see
vital
conclusion
opinion
seems
What
1. Introducing your opinions:
I strongly believe that
In my ____
It ____ to me that
As I ____ it
In ____ view
2. Introducing other people’s opinions:
It’s a ____ held view that
It is often ____ that
It is a ____ belief that
Most people ____ that
169
In order to
propose
solution
widely would
UNIT VIII AT THE CHEMIST'S
3. Making an additional point:
____ is more
Not ____ that, but
Moreover
Furthermore
4. Introducing proposals and solutions:
One ____ might to be
What I ____ (instead) is that
I ____ strongly recommend that
It is ____ that
____ tackle this problem, … I suggest that
5. Concluding:
To ____ up
In ____
To conclude.
Ex.8. Write an opinion essay about alternative medicine where you give your
own opinion about this issue. Use your notes from Ex. 5, the scheme from ex.
6, and phrases from Ex. 7. Your essay should be approximately 12 sentences.
Try to avoid very informal expressions and don’t forget to check it for
mistakes in grammar and spelling.
WATCHING
WATCHING
Ex.1. It's important to know the difference between flu and cold symptoms.
When you wake up sneezing, coughing, and have that achy, feverish, can't move
a muscle feeling, how do you know whether you have cold symptoms or the flu?
Ex.2. You are going to watch the video about the difference between the flu
or the common cold. Match the words with their definitions to understand the
video better.
1. invade
2. fight off
a) the ability to share another person’s
feelings and emotions
b) increase the force or amount of
something
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UNIT VIII AT THE CHEMIST'S
3. be pronounced
4.
5.
6.
7.
wreak havoc on
zinc
boost
overmedicate
8. eradicate
9. vie for
10. empathy
c) enter in large numbers, usually
unwanted in order to take possessions or
do damage
d) compete to achieve or get something
e) be very noticeable or certain
f) a mineral that is essential to the body
g) get rid of something completely or
destroy something bad
h) cause a lot of trouble
i) administer too much medication
j) when you succeed in getting rid of
something
Ex.3. Watch the video and say whether the following statements are true (T)
or false (F).
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
The flu and the common cold are entirely different viruses.
The flu is caused by rhinoviruses, metapneumoviruses, enteroviruses and
parainfluenza viruses.
The human body doesn’t have many ways to fight off the viral infection.
The flu is worse than the common cold, the fever is higher, the aches and
level of exhaustion are more pronounced, and the cough might be more
intense.
The common cold affects the lungs and the joints, so you’re likely to feel
achy.
After the first 48 hours, the infection has usually stopped wreaking havoc
on your body.
Antibiotics will not help, because they fight bacteria not viruses.
There’s literally no evidence that vitamin C helps.
When you boost any amount of zinc your immune cells can protect the
body a bit better.
Only 13 percent of surveyed adults get vaccinated year over year.
If you catch one of over 200 viruses, the best way to handle it is to drink
fluids and keep yourself hydrated and to rest.
Viruses respond to antibacterial medication.
People who have families or even an empathetic doctor recover faster than
those who don’t.
Some flu symptoms may persist for three weeks, long after the influenza
virus has been eradicated.
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UNIT VIII AT THE CHEMIST'S
Ex.4. Watch the video for the second time and complete the table using the
information from the video and your own ideas.
Is it a cold or the flu?
Symptoms
Cold
Flu
rare
?
Headache
?
common
General aches, pains
?
?
Sore throat
?
sometimes
hacking cough
?
?
?
Fever
Cough
Runny nose
Ex.4. Work in pairs. Discuss the following questions.





Have you ever caught a cold or the flu?
What were the symptoms?
What actions did you take to recover?
Do you believe that empathy can help to recover faster?
Do you get a flu vaccination every year?
172
CHECKOUTS
Meeting and Greeting
Ex.1. Complete the gaps with suitable forms of addressing.
1. Excuse me, __________ , how can I get to the nearest bank?
2. __________ Morisson, thank you very much for the literature you have advised me.
3. Good morning__________ Chao, nice to see you again! How is your husband doing?
4. Please, let me introduce you __________ Wilson, our sales manager.
5. __________, welcome to our annual conference!
6. __________, can I have the menu please?
7. __________ haven’t we seen each other before? My name is Rachel!
Ex.2. Fill in the gaps with prepositions.
1. Could you tell me how I can contact _____ my supervisor?
2. Jack entered the university to take course _____ geochemistry.
3. Actually I am not introduced _____ Mr Jones.
4. Who is _____ charge of this student exchange programme?
5. I am looking forward _____ seeing you again.
6. Thank you very much _____ your invitation!
7. Say hello _____ your wife.
8. Best regards _____ your family.
9. Actually Mike is here _____ a student exchange programme.
Ex.3. React to these phrases.
1. I have heard a lot about you.
2. Let me introduce you Dr Green.
3. See you, have a nice day!
4. I must be off.
5. I must be going.
Think about your progress and tick one of the columns in the table.
No
problem!
(20-21)
I can
 say ‘Hello’ and say ‘Good-bye’ in various
situations.
 address different people appropriately.
 introduce myself and other people.
 fulfill my student card.
 catch the introduction idea in TV series
episodes.
 write a formal email.
173
I sometimes find
this difficult
(11-19)
I need more
practice
(0-10)
CHECKOUTS
Telephoning
Ex.1. Complete the missing words in the sentences.
1. When someone calls you, the phone makes a sound – we say the phone
is __________ing.
2. If you’re available, you __________ the telephone or answer the telephone, in order to
talk to the person.
3. If there’s nobody to answer the phone, then the caller will have to __________a message
on an answering machine or voicemail.
4. Later, you can call back or __________the call.
5. When you want to make a phone call, you start by __________ing the number.
6. Let’s imagine that you call your friend, but she’s already on the phone with someone
else. You’ll hear a __________signal – a beeping sound that tells you the other person
is currently using the phone.
7. Sometimes, when you call a company, they put you on__________. This is when you
wait for your call to be answered – usually while listening to music.
Ex. 2. Fill in the gaps with certain postpositions.
1. I should turn on my phone to call Peter
2. No one answers. I should call back some other time.
3. It was great to talk to Peter. But I had to go, though. That is why I had to hang up the
phone.
4. After talking to Peter for a long time, I should turn off my phone to save some battery
life for later.
Ex.3. Choose the best variant in the following situations.
1. On the phone you say the email address clare@gmail.com as:
a) clare at sign gmail dot com
b) clare at gmail dot com
c) clare at gmail point com
2.
a)
b)
c)
Your telephone number 680-3333 should not be said (click the wrong option!)
six eight 'oh' three three three three
six eight 'oh' double three double three
six eight 'oh' four three
3. When you call ABC company to speak to John, you say to the receptionist:
a) Can I please speak to John?
b) I want to speak to John
c) Can I speak to John please?
4. When you pick up the phone at work, you can say (if your name is Tim Lee):
a) Hello, I'm Tim Lee
b) Hello, Tim Lee speaking
c) Who's there?
174
CHECKOUTS
5. When you answer your phone and the other person asks for you by name (i.e., ''Can I speak
to Jane, please'' and you are Jane), you say:
a) Speaking!
b) Yes, this is!
c) Yes, I am.
6. On the phone you say the email address clare@gmail.com as: If you answer your
colleague's phone (because your colleague is not in the office) you can say:
a) I'm afraid but he's not here today.
b) I'm afraid he's not here today.
c) I'm afraid he isn't today.
7. If the person you want isn't there, you can say:
a) Could I take a message, please?
b) Could you call me back, please?
c) Could I leave a message, please?
8. When you get through to the right person, you can introduce yourself:
a) Hello, this is (your name)
b) Pleased to meet you! I'm ...
c) I'm calling you and my name is...
9. If you don't understand someone on the phone, you can say:
a) Can you repeat?
b) Could I repeat that please?
c) Sorry, could you repeat that please?
10. The person gives you their surname, but they said it too fast, you say:
a) Repeat your surname.
b) Sorry, I didn’t catch your surname.
c) Spell your surname for me, please.
Think about your progress and tick one of the columns in the table.
No
I sometimes find
problem!
this difficult
I can
(20-21)
(11-19)
 speak English on the phone
 leave and take a message
 make, cancel and reschedule an
appointment
 understand the speaker on the phone
 write an Internet forum post
175
I need more
practice
(0-10)
CHECKOUTS
Travelling
Ex. 1. Look at these pairs of words. Match them with the correct definition.
1. gate / platform
a) where you get on a train
b) where you get on a plane
2. book / check in
a) when you buy a ticket in advance
b) when you arrive at the airport and leave your bags
3. flight / voyage
a) a journey by air
b) a journey by ship
4. announce / declare a) give out the information about the flight or train
b) inform about the things that are liable to duty
5. change / delay
a) when you turn to another means of transport
b) when your transport is going to leave later
6. arrival / departure a) when the transport appears in the airport / railway station.
b) when the transport leaves the airport / railway station
7. board / land
a) when the plane touches the ground
b) when the passengers take their places in the plane
Ex. 2. Replace the verbs in bold with a verb of similar meaning
3. Please, make sure you will have enough time to register for the flight.
4. We stood in the crowd and waited for the train to come.
5. Nowadays more and more people prefer to reserve the tickets using the Internet.
6. When the plane came down, the passengers applaused.
7. A soon as our train was proclaimed, we hurried to check in.
8. We came just in time to take our seats before the train left.
9. We would like to go back on the 27th of July, if possible.
Ex. 3. Fill in the gaps with prepositions.
1. You can go _______ foot or _______ bicycle.
2. We are travelling _______ car! That is a nasty one.
3. I arrived _______ the station just before the train left.
4. President Obama arrived _______ France yesterday.
5. Get _______ board the plane before it leaves.
6. Passengers need to check _______ two hours before their flight leaves.
Think about your progress and tick one of the columns in the table.
No
I sometimes find
problem!
this difficult
I can
(20-21)
(11-19)
 read traveller’s stories, articles, emails and
reviews.
 discuss topics, related to travelling
 book tickets both using the phone and
online
 understand a ticket-office assistant and
other people speaking about travelling.
 write a short story about my own travel
experience.
176
I need more
practice
(0-10)
CHECKOUTS
Asking the Way
Ex.1. Complete the missing words in the sentences.
1. I’m __________ for a bank. Could you please help me?
2. The post-office is on the left, __________ to the hotel.
3. __________ past the cinema, turn right and you’ll see the sigh for the pharmacy.
4. Excuse me, we want to get to the Minsk Hotel. Is it __________?
5. Can you help me? I’m __________. I can’t find my way to the hotel.
6. Do I __________ to take a tram to get to the park?
7. It was fun to do __________ in Edinburgh.
8. Turn left at the __________, go __________ the hill, and you’ll see the shopping mall
on your right.
Ex.2. Write the word to make a collocation.
1. __________ trains
2. __________ a bus
3. __________ rank
4. __________ straight on
5. __________ stop.
Ex.3. Fill in the gaps with prepositions.
1. To get to Niamiha, you have to get _____ and change.
2. Carry on _____ the road _____ the café.
3. It’s _____ the corner.
4. You just need to take the first turning _____ the right.
5. Go _____ the bridge and take bus 25.
6. The shop is over there, just turn _____ left at the roundabout.
Think about your progress and tick one of the columns in the table.
No
problem!
(20-21)
I can




ask for directions.
understand people giving directions..
read articles about transportation.
discuss ways of payment for public
transport.
 write an information booklet.
177
I sometimes find
this difficult
(11-19)
I need more
practice
(0-10)
CHECKOUTS
At a Hotel
Ex.1. Look at these pairs of words. Match them with the correct definition.
1. deposit /
a) an arrangement for a room in a hotel to be kept for you
reservation
b) a sum of money that is given as the first part of a larger payment
2. hotel / motel
a) a building for people who are travelling by car, with space for
parking cars near the rooms
b) a building where people stay, usually for a short time, paying for
their rooms and meals
3. double room /
a) a room containing only one large bed
twin room
b) a room containing two single beds
4. suite / duplex
a) an apartment with rooms on two floors
b) a set of rooms, especially in a hotel
5. accomodations / a) somewhere to live or stay, often also providing food or other
amenities
services
b) features that make a place pleasant, comfortable or easy to live in
6. bill / charge
a) a piece of paper that shows how much you owe somebody for
goods or services
b) the amount of money that somebody asks for goods and services
Ex. 2. Fill in the gaps with prepositions.
1. I have a reservation _____ the name of Adkins _____ 1st September _____ 4th
September.
2. Pizza delivery will be charged _____ your account.
3. I found a charge _____ a bottle of still water _____ my bill.
4. We are planning to stay _____ your hotel _____ three nights.
5. I am leaving _____ 24th June.
Ex. 3. Complete the missing words in the sentences.
1. Do you have any rooms __________ for tomorrow night?
2. The wifi __________ is net100.
3. You will receive a (an) __________ email on the address provided during the reservation
process.
4. What is the __________ time?
5. -Could you please __________ your name, Sir? - Sure. T-A-Y-L-O-R.
6. Could you __________ me a cab, please?
Think about your progress and tick one of the columns.
No
I sometimes find
problem!
this difficult
I can
(20-21)
(11-19)
 book a room at a hotel, check in and check
out.
 deal with hotel problems.
 share the information about unusual hotels
and wow customer services.
 write a thank-you letter.
178
I need more
practice
(0-10)
CHECKOUTS
Shopping
Ex.1. Look at these pairs of words. Match them with the correct definition.
1. fare / price
a) the money you pay for a journey by bus, train or taxi
b) the amount of money smth costs
2. change / receipt
a) the money you receive when you pay more than the price
because you don’t have the correct amount
b) the piece of paper you receive to show you paid for smth
3. sale / discount
a) a period during which a shop sells goods at reduced prices
b) a reduction in the usual price
4. charge / cost
a) have as a price
b) ask an amount of money for a service or goods supplied
5.warranty
/ a) a written document, issued to the purchaser of an article,
guaranty
promising to repair or replace it if necessary within a specified
period of time
b) a promise that certain conditions will be fulfilled
6. fit / suit
a) be of the right shape and size
b) make someone look more attractive because of the colour or
style
7. bargain / purchase a) a thing obtained by paying for it
b) a thing bought much more cheaply than is usual or expected
Ex.2. Complete the sentences with one word only.
1. Keep the __________ as proof of purchase.
2. They __________ well, but the colour doesn’t __________ .
3. Offering potential customers __________ on purchases is a way to quickly draw people
into the store.
4. If you return your purchases within 15 days you get a full cash __________!
5. All models come with a three-year __________ .
6. Could you bring me these shoes a __________ smaller?
Ex.3. Fill in the gaps with prepositions.
1. Would you like to try it _____ to make sure it fits you?
2. Have you got another one _____ stock?
3. The tablet is _____ sale _____ 100.
4. I’d like this bag to go _____ my jacket.
5. These accounts don’t offer checking services, which means that one must pay the bill
_____ cash.
6. I’m shopping _____ my sister’s birthday.
Think about your progress and tick one of the columns in the table.
No
I sometimes find I need more
problem!
this difficult
practice
I can
(20-21)
(11-19)
(0-10)
 talk about shops and items to buy.
 understand a shop assistant and other
people.
 read articles, advertisements and signs.
 discuss shopping and bargains.
 write a letter of complaint.
179
CHECKOUTS
Eating out
Ex.1. Choose the correct alternative.
1. Has everyone __________, or do you need a few more minutes with the menu?
a) choosed
b) decided
c) picked
2. How would you like your steak __________?
a) poured
b) cooked
c) look
3. Is this all together, or would you like __________ bills?
a) some
b) other
c) separate
4. Would you like to hear today’s __________?
a) specials
b) seasons
c) leftovers
5. I like my steak __________ so there is a little pink in the middle.
a) raw
b) medium rare
c) very well-done
6. You can put it all on one __________, thanks.
a) spoon
b) glass
c) bill
7. We’ll have coffee while we look at the dessert __________.
a) trough
b) menu
c) bowl
Ex.2. Match the halves.
1.
2.
3.
4.
5.
6.
7.
Can I
Anything
Did you
I’d like
It was
What would you
Is service
a)
b)
c)
d)
e)
f)
g)
mineral water
delicious
included
have the menu
enjoy the meal
else
like for a dessert
Ex.3. Complete the dialogue with suitable words.
Waiter: Good evening.
Customer: A __________ for two please.
Waiter: Certainly. Just here, sir.
Customer: Could we sit by the window?
Waiter: I’m sorry. The window tables are all reserved.
Waiter: Are you ready __________, sir?
Customer: Yes, I’ll _______ chowder soup for starters and my wife would like green salad.
Waiter: One chowder soup and one green salad. What would you like for __________?
Customer: I’ll have grilled salmon and my wife would __________ seafood spaghetti.
Waiter: I’m afraid grilled salmon is not available.
Customer: What can you __________?
Waiter: The steak is very good.
Customer: OK. I’ll have that.
Waiter: __________ anything to drink?
Customer: Yes, a bottle of champagne, please.
180
CHECKOUTS
Think about your progress and tick one of the columns in the table.
No
problem!
(20-21)
I can
 talk about different types of food, meals,
dishes and restaurants.
 read about food and restaurant issues.
 understand waiters and customers ordering
food and drink in a restaurant
 discuss opinions about eating habits and
national dishes.
 make up a business profile how to start a
restaurant.
 write an advertisement about a restaurant.
181
I sometimes find
this difficult
(11-19)
I need more
practice
(0-10)
CHECKOUTS
At the Chemist’s
Ex. 1. Choose the correct alternative.
1. Yesterday I felt a lot of __________ in my stomach.
a) ache
b) pain
c) hurt
2. __________ are a fracture, often caused by accidents, sports injuries or bone weakness.
a) strains
b) sprains
c) breaks
3. My back is really __________.
a) hurt
b) ache
c) sore
4. Why does my back __________?
a) hurt
b) pain
c) ache
5. She’s been looking after a / an __________ child this week, so she’s not at work.
a) ill
b) sick
c) healthy
6. He was pale, and the blood-stained __________ round his head told that he had recently
been wounded.
a) bandage
b) plaster
c) dressing
7. Poor posture can cause neck __________ and breathing problems.
a) hurt
b) sore
c) ache
Ex.2. Write the word to make a collocation.
1. __________ a temperature.
2. __________ a plaster.
3. __________ warm.
4. __________ an aspirin.
5. __________ pills.
6. __________ a headache.
7. __________ in bed.
Ex.3. Fill in the gaps with prepositions.
1. When I have a cold I usually go _____ bed with a hot drink.
2. Kate’s uncle had a terrible pain _____ his chest.
3. I sneeze every time I go into the garden. I’m allergic _____ pollen.
4. There’s a special kind of plaster you can use _____ blisters.
5. She’s burnt herself _____ a hot pan.
6. If you’re stung by a bee put a plaster _____ the sting.
7. Several alternative therapies put patients _____ risk of harm.
Think about your progress and tick one of the columns in the table.
No
I sometimes find
problem!
this difficult
I can
(20-21)
(11-19)
 talk about different types of illnesses and
their treatment.
 read an article about alternative medicine.
 discuss symptoms with a doctor.
 watch about the difference between the flu
or the common cold.
 write an opinion essay.
182
I need more
practice
(0-10)
FUNCTIONAL INDEX
How well do you remember the topics you have learned in this book? Look
through the table below and try the exercises that follow it to evaluate your
progress.
Function
Accepting
apologies
Unit
Units
I - VIII
Sentence Pattern
That’s OK / That’s all right.
No problem / That’s not a problem.
Never mind / Don’t worry.
It doesn’t matter.
All right / __________ / OK / _____ / Great.
Definitely / Why not / _____________.
Yes, I’d be up for that / I’d really love to!
That’s ____________ / That’s a good idea.
___________________ / That sounds good.
Accepting
suggestions
Units
I - VIII
Apologising
Units
I - VIII
I’m sorry / Sorry, my fault. I didn’t realise.
I am really / terribly / awfully sorry for ….
Excuse me.
Pardon / Pardon me / I beg your pardon.
I apologise for … / I do apologise /
Please accept my apologies.
Asking for
clarification
Unit I
Unit II
Unit IV
Unit VIII
_______________ / _______________?
What does … mean?
Did you catch?
Could you repeat, please?
Could you say that again, please?
Could you explain …?
Asking for
information
Units
I - VIII
Where is / are …?
Do you know …?
Can (could) you tell me …?
Describing
plans and
arrangements
Unit I
Unit III
Unit V
I’m going to … .
I’m planning … .
Emphasising
a point
Units
I - VIII
In fact, … .
Actually, … .
I also think that … .
183
FUNCTIONAL INDEX
Expressing
discontent
Expressing
necessity and
obligation
Expressing
regret
Unit VI
Unit V
Unit VI
Unit VIII
Unit III
Unit IV
Unit V
Unit VI
Units
I - VIII
Expressing
wishes and
hopes
Giving advice
Units
I - VIII
Greetings
Units
I - VIII
Introducing
Unit I
Unit IV
Unit V
Unit VII
Unit VIII
I’m really not happy about this.
It’s just not good enough.
It doesn’t work / It isn’t working.
It’s stopped working.
It’s broken / It’s out of order.
There’s something wrong with …
There’s a problem with …
There seems to be a problem with … .
You must….
You have to….
You need to ….
Sorry, but ... / Well, the problem is ... .
I wish I could … .
I’m afraid it … / I’m afraid there’s been … .
Unfortunately, I must … .
I want … .
I’d like … .
You should ... / I don’t think you should ...
Try (not) to ...
You need to …
You must / mustn’t …
If I were you, I would / wouldn’t ...
I’d definitely recommend …
Hello / Hi / Hey. How are you? / How are you
doing? / How is it going?
Good to see you / It’s great to see you / Nice
to see you.
Long-time, no see / It’s been awhile.
Good morning / Good afternoon / Good
Evening.
Have you met my friend …?
Meet my friend … / This is … .
Hi, … . Glad to meet you.
May I introduce you to … .
Let me introduce …. It’s nice to meet you.
Allow me to introduce … to you.
It’s pleasure to meet you.
184
FUNCTIONAL INDEX
Introducing
opinions
Unit III
Unit VIII
Making request Units
I - VIII
Making
suggestions
Unit VI
Unit VII
Raising
objections
Unit V
Unit VI
Unit VII
Saying goodbye Units
I - VIII
Thanking and
responding to
thanks
Units
I - VIII
I think (that) / I believe / I suppose / I’m sure.
As far as I know / As a matter of fact.
In my opinion / To my mind / From my point
of view.
Is it all right if ...?
Can you … / Could you possibly..., please?
Do you think you could...?
Will you … / Would you … , please?
Do you mind if I...?
_______________.
How about … (ing) / __________ … (ing)?
_______________.
Why not to …?
_______________ / you … .
May be we could … .
Do you fancy … (ing)?
Would you mind going … ?
.
Sorry, I can’t / ______________________.
I’d rather … / I’m not really into… .
__________________________________.
________________ / It’s not really my thing
/ I don’t really fancy … (ing).
__________________________________.
Later / Laters / Catch you later.
Take care / Till Friday / Cheers.
See you / See you later / See you soon.
Have a nice day / Have a good vacation / The
same to you.
It was nice to see you again / It was nice
seeing you.
I’ll look forward to our next meeting / I am
looking forward to seeing you / Likewise.
Thanks / Thanks a lot / Thank you for
everything / Cheers.
That was very kind of you.
That’s OK / That’s all right / Not at all /
It was nothing.
You’re welcome / Don’t mention it.
My pleasure / It was my pleasure.
185
FUNCTIONAL INDEX
Ex.1. Listen to the dialogues and complete the table.
Place
Purpose of Visit
Dialogue 1
Dialogue 2
Dialogue 3
Dialogue 4
Dialogue 5
Dialogue 6
Dialogue 7
Dialogue 8
Ex.2. a) Match the notices and warnings given below with their explanations.
Sold out
Keep right
Fragile
Out of Order
No vacancies
Please queue
other side
Mind your head
Do not Disturb
Do not lean out of
the window
for a machine that is not
working, e.g. public phone
Keep out
No parking
this will break easily
there are no tickets left
be careful you don’t
hit your head
do not go into a place
fully booked
stay on the right side
do not move the top part of
the body outside
wait in a line on the other side of this
notice
don’t knock the door or enter
you can’t leave your vehicle alone, but you can drop off or pick
up passengers or goods
186
FUNCTIONAL INDEX
b) Where can you see these notices or warnings?
Nothing to
declare
Beware of
pickpockets
No exit
Sold out
No vacancies in the
window of a B & B
Keep off the grass
Out of
order
Keep out
c) What notices and warnings might you see in each of these places?
The door of a hotel room at 9 o’clock a.m.
d) Think about some other notices you can put in these places.
a school a department store
a cafe
a chemist’s
a university
a laboratory
Ex.3. a) Listen to the dialogues between Jessica, Josh and Michael and
fill in the missing phrases.
Jessica: Michael! 1) _______________ Josh Crosby.
Josh: How do you do, Michael?
Michael: I’m very well, thank you. 2) _______________.
Jessica: Josh is our company lawyer. He’s taking care of the contracts.
Josh: I hear you’re from Canada.
Michael: Yes, that’s right.
Josh: 3) _______________.
187
FUNCTIONAL INDEX
Michael: Oh, about three months.
Josh: How do you like it here so far?
Michael: It’s great. Really enjoying it.
Josh: Well, if you excuse me, I have to go. 4) _______________.
Michael: Thanks, good meeting you, too. 5) ________________.
***
Josh: Hey, 6) _______________ Mike?
Michael: Good. And you?
Josh: 7) _______________ . How’s Jodie?
Michael: She’s fine.
Josh: Great.
Michael: She’s really enjoying Chicago.
Josh: Lousy weather, though.
Michael: Well, that’s the same in Toronto.
Josh: Yeah. Listen, 8) _______________I’m already late – but it was great to
see you again, Mike.
Michael: Yeah, good to see you, too. 9) ______________________________ .
b) Using the phrases from the Functional Index box make the first dialogue
less formal and the second one more formal. Practise the conversations in
pairs.
Ex.4. There are many ways to apologise. Look through the following
situations and complete them with a necessary word or word combination.
Turn to pages 23, 28 to help you.
1.
__________ I’m late. The traffic was terrible.
2.
__________. Can you tell me the way to the British museum, please?
3.
__________, but all the flights to London are fully booked.
4.
Are you coming to lunch? –________, no. I’ve got to finish this work.
5.
__________? What was that again?
6.
__________ a moment. I’ll be right back.
7.
__________ , what did you say?
8.
I sincerely __________ for your less than perfect customer experience.
9.
__________ I couldn’t be of more help.
10. __________ . That’s the taxi ordered. I really have to go now.
11. __________ . I didn’t mean to hurt your feelings.
12. Turn right – __________ , left – at the traffic lights.
13. See you tomorrow. –__________ ? – I said “See you tomorrow”.
14. __________, could I get past?
15. Oh, __________, did I step on your foot?
188
FUNCTIONAL INDEX
16.
17.
18.
19.
20.
21.
Mike’s on the phone. – __________? – I said “Mike’s on the phone”.
__________. I must go and answer the phone.
You must pay 100$ just now. –__________?
___________, but could you repeat the last sentence?
___________. There’s nothing I can do.
I __________ for any inconvenience caused.
Ex.5. Listen to the dialogue about planning a trip to London. How
many times does the girl ask for clarification? Which words did she not
understand? Write down the phrases (3) you’ve heard into the Functional
Index box.
Ex.6. a) Take turns to ask and answer where you can
 change money?
 leave a tip?
 get a refund?
 ask how much something cost?
 pay by credit card?
 open a bank account?
 make a reservation?
 ask if service included?
 ask about the exchange rate?
 book a table?
b) Listen to three conversations and match them with the topics above.
Conversation 1 ________________________________________
Conversation 2 ________________________________________
Conversation 3 ________________________________________
Ex.7. a) Everywhere we go, people are asking things and making requests.
Think of three common requests you make in your daily life. What are the
requests people most often make to you? Walk around the class and compare
your list with other students. Which requests come up most often?
______________________________________________________________
______________________________________________________________
______________________________________________________________
b) How can you answer the following questions?
1. Can you tell me the time, please? _________________________________ .
2. Is it OK if I sit here? ___________________________________________ .
3. Do you mind if I borrow your pen for a second? _____________________ .
4. Would you mind looking after my suitcase for a minute? _______________.
5. Is it alright f I put the news on just for a few minutes? _________________.
6. Could you possibly change this £5 note for me? _____________________ .
7. Do you think you could pass me the water, please? ___________________ .
8. Excuse me, can I get past, please? ________________________________ .
189
FUNCTIONAL INDEX
c) Listen to how the foreign man answers each request and compare
them with yours. Add two more phrases to the function ‘Accepting
suggestions”.
Ex.8. It’s important to be polite when you ask for something. How could you
paraphrase the following questions to sound better? Take turns to ask for
information and react to the questions using functions. ‘Emphasising a point’
or ‘Expressing regret’.
1. Where is the laboratory?
2. Where is the fitting room?
3. Where is the bus stop to get to London University?
4. Where is a taxi rank?
5. Where is the platform to Manchester?
6. Where is a waiting hall / a reception?
7. When does the train to Manchester leave?
8. When does check-in start?
9. What is your returns and exchange policy?
10. What is the warranty period for the tablet?
11. What is the password to Wi-Fi?
12. What time do we have to check out?
13. How long will it take me to get to the railway station?
Ex.9. a) Listen to two dialogues. Why are the speakers calling each
other? Who is more keen to meet up? Katie or Joe? Jack or Olivia? Explain
your answer.
b) Listen to the dialogues again. What arrangement do they make?
Katie & Joe ___________________________________________
Jack & Olivia __________________________________________
c) Write these phrases from the dialogues to the corresponding group in the
Functional Index box.
I’m not up for it.
I’ve already got plans.
I was wondering if you’d like to …
Next time may be.
Ok. Why not?
No, thanks. I’ m not very keen on.
190
FUNCTIONAL INDEX
Ex.10. a) In pairs, read the dialogue and underline the phrases of suggestion.
Add them to the Functional Index box.
Mike: Let’s order. What shall we eat?
Angel: What about fruit salad?
Mike: Sounds good to me. Shall we have some chicken wings as well?
Angel: Sure! Why don’t we have some spaghetti to go with it?
Mike: That’s fine. And what’s for dessert?
Angel: How about ice cream?
Mike: That would be great! Waiter….
b) Practise making suggestions and reacting to them using the underlined
phrases to develop the ideas below. Your partner either accepts the suggestion,
or declines it and suggests something else.
Nancy: There’s
something wrong
with the remote
control.
Noah: ask for a
refund.
Olivia: I forgot
my supervisor’s
name.
Harry: look it up
on the University
website.
Elizabeth: I don’t
know the checkout time.
Philip: call to the
reception.
Tony:
The
plane’s delayed.
Mary: go for a
drink.
Anne: I need to
speak
to
professor,
but
I’m not sure if
can call him.
Edward: text a
message.
Eva: My new
tablet
doesn’t
work, I’m afraid.
William: return
to the shop.
Nick: I want to go
to the British
museum.
Theresa: take an
underground.
Chloe: I want to
study abroad.
Ethan: participate
in
a
student
exchange
programme.
Sara: I must have
food poisoning
Charlie: visit a
doctor.
Harry: I’m not
sure on what day
to buy a ticket.
Meghan: Take an
open day ticket.
Zoe:
We’re
going to miss the
train.
Thomas: take a
taxi.
Joah:
I’m
hungry.
Bill: have a
snack.
Daisy: I’m too
tired to cook.
Mark: order a
takeaway.
Daisy: I’ve got a
terrible headache.
George:
buy
some painkillers.
Charlotte:
I’m Tom: It’s hot.
really exhausted. Anna: open the
Oliver: have a 10- window.
minute break.
c) Listen to the dialogues and add two more phrases of suggestion to
the Functional Index box.
191
FUNCTIONAL INDEX
Ex.11. How can you improve the sentences below to make them sound polite
and respectful?
1. Confirm the reservation, please.
2. Repeat, please.
3. I’ve heard a lot about Mr Brown. Introduce me to him, please.
4. Call me a taxi, please.
5. Help me with an essay, please.
6. Bring the same jeans but of a different colour, please.
7. The bill, please.
8. Ask him to call me back, please.
9. Leave her a message, please.
10. Show me the way to the nearest ATM, please.
11. The tap in my room is leaking. Fix it as quickly as possible, please.
***
1.
2.
3.
4.
5.
6.
7.
8.
I must be going.
The fridge isn’t working.
I can’t see you on Thursday. I’m busy.
The laptop isn’t charging!
I have to get going.
I haven’t got enough money.
I don’t want to change trains.
There’s nothing left.
Ex. 12. a) Which sentences on the left could apply to the things on the right?
It doesn’t fit.
It’s burnt.
It’s the wrong size.
It doesn’t suit you.
It doesn’t work.
It isn’t what you ordered.
It’s the wrong colour.
It isn’t charging.
It got a hole in it.
It’s chipped.
It’s shrunk in the wash.
It’s broken.
It’s scratched.
tablet
jeans
shirt
steak
CD
lasagna
charger
jacket
credit card
flash card
pizza
hoody
phone
192
FUNCTIONAL INDEX
b) You are going to hear four conversations in which people are talking about
one of the items above. Complete the table below.
Item
Problem
Result
Conversation 1
Conversation 2
Conversation 3
Conversation 4
Ex.13. At one time or another, everyone faces with unpleasant situations.
Learn how to resolve a problem that may occur in a foreign country to feel
confident in your behaviour and your language. Practise similar
conversations in pairs using the phrases in the Functional Index box as
prompts.
Customer: Excuse me! There appears to be a fly in my soup.
Waitress: I’m very sorry about that.
Customer: Never mind. Could you bring me a new bowl?
Waitress: Certainly. Just a moment please.
problem: wrong change problem: ordered tea, problem: bought a pair
request:
one
more not coffee
of trousers, but they
pound
request: a cup of tea
ripped
request: get a refund
problem: forgot about problem: the fridge problem: new tablet
the appointment with an isn’t working
isn’t charging
advisor
request: repair it
request: exchange for
request: send an excuse
another one
e-mail
problem: the telephone problem: you were problem: you can’t hear
in the room is out of wrongly charged for who is calling
order
pizza
request: speak up
request: fix the problem request: review the bill
and credit the money
back
problem: Someone is problem: there’s no hot problem: the date of the
standing on your foot
water in the room
flight in your ticket is
request: step away
request: send someone wrong
request: go to the ticket
office to correct the
mistake
193
FUNCTIONAL INDEX
problem: you’ve booked
a plane ticket and still
haven’t
got
the
confirmation
request: write an email
to the company to
confirm the reservation
problem: it’s a bad time problem:
ordered problem: a mistake in
to call
dessert without nuts the bill
request: call back in an because I’m allergic to request: check it out
hour
them
request: free brunch
problem: you lost your
luggage
request: turn to lost
luggage office assistant
problem: booked a
single for two days, not
three
request: correct the
mistake
Ex.14 . In pairs, use the phrases below to make some good resolutions for the
future with going to / planning / I’d like to. Ask your partner to give some
explanations.
Example: I’m going to London for two weeks. What for?
I’m not planning to stay at a hotel. Why?
I’d like to live in a youth hostel. Have you found any?
 Participate in a student exchange
programme
 Save up money to _____
 Eat more / less _____
 Study _____ at the weekend
 Speak to my supervisor about
 Order a large pizza







Travel by plane
Do as much sightseeing as possible
Buy bandage and plaster
Leave a message
Make an appointment with _____
Book tickets on the Internet
Speak to the manager
Ex.15. a) Listen to the dialogue. What are Blake and Lauren planning
to do this weekend? Write L (Lauren) and 8 (Blake) next to the activities you
hear.
Go skateboarding
Have business lunch
Do some school work
Have dinner with relatives
Have some friends round
Meet somebody for a coffee
Go bowling
Go for a pizza
Go ice skating
Go to bed early
Have a barbecue
Go for a bike ride
194
FUNCTIONAL INDEX
b) Listen to the dialogue for the second time and write down three ways
of asking for plans. Discuss your summer holidays using them.
______________________________________________________________
______________________________________________________________
______________________________________________________________
Ex.16. How well do you understand numbers? Listen to Jeremy
booking tickets for a concert and complete the information in the table.
Date _____________________
Ticket price _______________
Number of tickets __________
Total ____________________
Card number ______________
Security code ______________
Expiry date ________________
Ex.17. a) Complete the sentences with suitable words from the list. Turn to
page 73 to help you.
To have an unforgettable stay in a foreign country you
must
have to
need
should
mustn’t
don’t have to
don’t need to
shouldn’t
1. __________ learn English.
2. __________ be polite and respectful.
3. __________ break the law.
4. __________ buy travel insurance.
5. __________ follow the traffic rules.
6. __________ cross the road anywhere you like.
7. __________ pay to use public transport.
8. __________ reserve your tickets in advance.
9. __________ leave luggage unattended.
10. __________ check out before midnight.
11. __________ pack a first aid kit to help you with minor emergencies.
12. __________ buy a printed map if you have navigation apps on you phone.
13. __________ travel in a first class compartment if you have a second class
ticket.
195
FUNCTIONAL INDEX
14. __________ keep the receipt to exchange the purchase.
15. __________ take a lot of cash with you if you have a credit card.
16. __________ ask for a gift receipt if you are not sure about the gift you’ve
bought.
17. __________ take unknown medicine without a prescription.
18. __________ call a taxi if you are late for the meeting with your supervisor.
b) How many recommendations and tips can you think of if you travel to a
foreign country? Compare your lists in groups.
Ex.18. a) Listen to 8 announcements. Circle the train times in the
timetable.
London
07.00
11.31
14.00
17.31
23.11
Oxford
08.15
12.08
17.18
21.45
22.17
Glasgow
08.51
10.57
12.09
15.55
18.51
Liverpool
06.45
11.11
13.35
16.35
19.28
Manchester
06.49
11.07
15.43
20.20
23.04
b) Write down five arrival times using the 24-hour clock. Take turns to say
them to your partner. After you have finished, check your partner’s notes.
Ex.19. What would you say in the following situation?
1. You’ve come to London University on a student exchange programme and
are meeting your supervisor.
2. You don’t understand what the foreigner said.
3. You are having a conference call in English tomorrow. You’d like your
teacher to stay after class and help you prepare for the call.
4. When sightseeing with your parents you’ve bumped into a foreign friend of
yours.
5. You are going to London on business and want to book a ticket for the flight
on January 30th on the phone.
6. You’ve called to Mr Brown’s office. But he is out at the moment.
7. You’ve come to a café for a cup of coffee.
196
FUNCTIONAL INDEX
8. You are having some problems with an air conditioner and a fridge in a
hotel. You want a manager to come by and see what the problem is.
9. You are at a restaurant and want to leave after lunch.
10. Your department has a laptop. Typically, only senior members of the staff
can use it. However, you urgently need it to give a presentation.
11. You’ve changed your mind about the purchase and want your money back.
12. Something unexpected happened this morning and you are late for studies.
13. You need to borrow your groupmate’s pen.
14. At a conference you are introduced to a scientist aged 50-60.
15. You are phoning to the Ritz to speak to Mr Porter.
16. You want to make an appointment with your advisor.
17. You’ve come to the shop to tell them you are not happy with the purchase.
18. You’ve got lost in Glasgow. Your mobile is dead.
19. Your tooth is killing you. You don’t know what to take to smooth the ache.
Ex.20. Listen to the recordings and write down the numbers you hear.
Take turns to practise saying them.
1. __________
2. __________
3. __________
4. __________
5. __________
6. _________
7. __________
8. __________
9. __________
10. __________
1. __________
2. __________
3. __________
4. __________
5. __________
6. __________
7. __________
8. __________
9. __________
10. __________
Ex.21. Work in pairs. Student A should read the instructions and information
on page 224. Student B should look at page 230 and do the same.
Ex.22. Divide into groups of four. Make a copy of the table below and cut the
cards. Shuffle them and put face down in a pile on the desk. Take turns to
pick up a card and say the expression in bold to your group. The first student
in the group to respond with the exact words on the card (in Italics) keeps the
card. The student with the most cards at the end of the game is the winner.
197
FUNCTIONAL INDEX
How are you getting on?
Couldn’t be better. Thank you. And you?
What room would you like?
A single one, please.
How are you?
Thanks. And you?
Have a good weekend!
The same to you!
Would you like a cup of coffee?
That would be great!
Do you need any help?
No, thanks. I’m just looking.
How would you like to pay?
By credit card.
Have you got any rooms available for
tonight?
Yes, we have.
Aaaaaatchooo!
Bless you!
There seems to be a mistake in my bill.
I do apologise for it!
What time do I have to check out?
At 12:00 (noon) on the day of departure.
Is there a reduction for students?
I’m afraid not.
I’m sorry, he is out of the office today.
Can I leave him a message?
How do you do?
How do you do?
Unfortunately Mrs May is in the
meeting now.
Could you ask her to call me back?
What is the purpose of your visit?
Vacation.
How are they?
I’m afraid the colour doesn’t suit.
What class would you prefer to travel?
Economy class if possible.
I’m looking forward to seeing you.
Give my regards to your family.
Is there a warranty on the tablet?
Yes, all tablets come with a warranty.
I’ve got a terrible toothache.
You should take a painkiller.
I’ve heard a lot about you.
Really? All good I hope.
I’m afraid, I have to go now.
I’m sorry to hear that.
Can I speak to the Mr Brown, please.
I’m afraid he isn’t in at the moment.
We don’t have Mr Smith here.
I’m awfully sorry.
Do I have to change?
No, that’s a direct train.
Let me introduce my new co-worker, Mr
Smith.
Nice to meet you, Mr Smith.
What about our flight?
It’s delayed.
Have you got something for diarrhoea?
Pills or syrup?
I must have got a cold.
Shall I go to the chemist’s?
Say hello to Susan from me.
Will do!
Take care.
See you.
Why don’t we just walk?
I’m afraid it’s too far to walk.
Could you send me a confirmation email,
please?
Definitely.
Do you need a one-way ticket?
A return, please.
Do you know what borborygmus means?
Pardon?
I might have food poisoning.
Why don’t you visit a doctor?
What seems to be the problem, sir?
The tap is leaking, I’m afraid.
198
COMMUNICATION ACTIVITIES
Step 1. Complete the personal information statements below. Five of the
statements must be true and five must be false. Indicate which statement which
by putting a tick for true or a cross for false in the column marked ‘you’.
In my free time I like _____________________________________________.
The best decision I have ever made __________________________________.
I would love to go on a date with ____________________________________.
The person I admire the most is _____________________________________.
I’m learning English because _______________________________________.
The most amazing place I have ever visited is __________________________.
My most treasured possession is ____________________________________.
The talent I would most like to have is _______________________________
My greatest achievement is ________________________________________.
My ambition is __________________________________________________.
you
Student 1
Student 2
Student 3
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Total
Step2. Now work in a group of four. Write the names of other students at the
top of the three columns. Then, take turns to read your ten statements to the
group.
Step3. As you listen to each student’s statement, ask them questions to help you
decide if they are lying or telling the truth. Mark your guess with a tick or a
cross in the table.
Step4. Afterwards, reveal which of your statements were true and which were
false. Your score is one point for each correct guess. The student with the most
points wins the game.
199
COMMUNICATION ACTIVITIES
In pairs, match different combinations from the table and role-play the situations
using the phrases from the Useful Language Box.
Who is speaking?
 boyfriend / girlfriend
 customer / telephonist
 two colleagues
 two friends
 other
What problem occurs?
 it’s a bad time to call
 keep getting the wrong person
 problems on the line
 other
Why /what about?
 arrange a meeting
 arrange a night out
 for a friendly chat
 make a complaint
 other
How is the problem resolved?
 you arrange to phone back
another time
 you get cut off
 you hang up
 other
Useful Language Box
Making a call
Hello / Good morning / Good afternoon ...
This is … speaking.
Could I speak to …, please?
I’d like to speak to ... ...
Hello, this is … from … (company name)
I’m calling on behalf of Mr X ...
I’m calling about / to ask about / to make an appointment …
Can I leave a message?
When is he / she going to be back?
Could you ask him / her to call me back?
Could you tell him / her that I called?
I’m sorry, could you please repeat that?
200
COMMUNICATION ACTIVITIES
Making a call
Hello / Good morning / Good afternoon ...
This is … speaking.
Could I speak to …, please?
I’d like to speak to ... ...
Hello, this is … from … (company name)
I’m calling on behalf of Mr X ...
I’m calling about / to ask about / to make an
appointment …
Can I leave a message?
When is he / she going to be back?
Could you ask him / her to call me back?
Could you tell him / her that I called?
I’m sorry, could you please repeat that?
Taking a call
X speaking. Can I help you?
Who’s calling (speaking), please?
Could you hold on, please? Hang on a moment.
Just a moment please. I’ll put you through.
I’m afraid he / she’s not available at the moment.
I’m sorry. He /she’s out of the office today.
He / she isn’t in at the moment. Could you call back
later?
I’m afraid we don’t have a Mr / Mrs / Ms / Miss ... here.
I’m sorry. There’s nobody here by that name.
Sorry. I think you’ve dialled the wrong number.
I’m afraid you’ve got the wrong number.
Could you spell your name, please?
I’m afraid I can’t hear you. Could you speak up, please?
Sorry. I didn’t catch that. Could you say that again
please?
201
COMMUNICATION ACTIVITIES
In pairs, role-play the situations given below using the phrases from the Useful
Language Box.
Useful Language Box
Reacting to what you’ve heard
I see …
Yes, that’s fine
All right …
The … is better, but I’d rather
not …
I’m afraid …
Asking for information
I want / would like to ….
Can / Could you tell me…
Can / Could you help me…
Can / Could I have your
details, please?
I wonder (if)….
I’d like some information
about….
Giving important details
I’d like to....
I’d prefer to …
I’d really rather not…
At about…., if possible
Buying a Train Ticket
Student A is a Businessman. Your words are on page 217.
Student B’s is a Ticket Office Assistant. Your words are on page 222.
Buying a Plane Ticket
Student A is a Tourist. Your words are on page 217.
Student B’s is a Ticket Office Assistant. Your words are on page 222.
At the Customs
Student A is a Customs Officer. Your words are on page 219.
Student B’s is a Businessman. Your words are on page 230.
202
COMMUNICATION ACTIVITIES
Step 1. Divide into pairs.
Step 2. You are participating in a city quest race. At the start you’ve received a
map of the area, but the map is incomplete. It is known that some participants
have the other half of the map, so you need to ask for directions and find
someone who can help you. Student A’s map is on page 219, Student B’s map
is on page 227. Look at the sentences from the Useful Language Box to help
you.
Useful Language Box
Asking for Directions
Giving Directions
Excuse me. Can you tell me
where … is, please?
Could you tell me the way to …?
Could you tell me how to get to …
Is it far? / Is it too far to walk?
Will it take me long to get there?
Should I take a bus / a taxi?
Do I have to change? /Do I need
to change?
You’ll see … opposite you.
When you reach … turn right.
Cross the road and then …
Take the second right.
Take the first left.
Follow the street until …
It’s just to the left of …
Go straight on until …
Go past the … and then …
You can’t miss it.
Asking for Repetition
Could you repeat, please?
Could you say that again, please?
Did you say … ?
Sorry, I didn’t quite catch that.
203
COMMUNICATION ACTIVITIES
Step 1. Prepare 8 hotel reservation forms, 8 customers’ cards and 8
receptionists’ cards. Make a copy of the cards and cut them out. Shuffle the
cards and put face down in a pile on the desk. Take turns to pick up a card.
Step 2. Divide into two groups: customers and receptionists.
 The customers should book a room they need (single, double, twin, duplex,
king or interconnecting) taking into account the amenities available. They
go from hotel to hotel until they find the one that meets all their requirements
and book a room there.
 The receptionists are very helpful, they answer the customer’s questions as
they come in and tell the customers if the rooms they need are available. If
the hotel has all the required amenities, the receptionists fill in the hotel
reservation form.
Step 3. Role-play the conversations using the phrases from the Useful Language
Box presented below.
Useful Language Box
Customer
I’d like to book / to reserve ... .
Are you fully booked?
Could you tell me if you have any
rooms available for tomorrow
night?
I’ll be staying for ... nights.
How much will it be?
Is ... available here?
What’s included in the price?
Is breakfast included?
Do I have to pay a deposit?
What time do we have to
checkout?
Could you send me the
confirmation by email, please?
Receptionist
How can I help you?
Would you like a ... room ?
How many nights would you like
to stay?
Could you give me your name and
credit card details, please?
Could you spell your last name for
me, please?
It’s £... a night including breakfast.
You pay when you check out.
We’ll see you tomorrow, then.
Please sign this form.
204
COMMUNICATION ACTIVITIES
Step 4. When the rooms are booked, the customers share their opinions about
the hotel and the services provided. The receptionists should discuss how the
reservation went.
HOTEL RESERVATION FORM
Name of the hotel __________
Number of hotel rooms booked
Type of room
Room number
Check-in date
Check-out time and date
Specify date in dd-mm-yy
Specify time __:__in pm/am and
date __.__.__.
in dd-mm-yy
Room boarded by:_________(Mr / Mrs / Miss / Ms name of the individual)
Address:_________
Phone number:__________
Email:__________
Number of people requiring the
reservation
Name of the food services available
Miscellaneous or other hotel
services
Special requirements
Payment Mode
Cash__________
Cheque_________
Credit Card_________
Signature of the receptionist
Signature of the customer
205
COMMUNICATION ACTIVITIES
CUSTOMERS’ CARDS
You are travelling alone. You would
like a single room. You would like to
pay cash. You will be staying for 2
nights. You would like a wake-up call
at 7 a.m. You would like to eat at a
restaurant.
You are travelling alone. You
would like a single room. You
would like to pay cash. You will
be staying for 1 night. You would
like a wake-up call at 7:30 a.m.
You need a laundry service.
You are travelling with your husband
/ wife. You would like a king room.
You would like to pay with a credit
card. You will be staying for 2 nights.
You would like a wake-up call at 11
a.m.
You are with your brother. You
would like a twin room. You
would like to pay cash. You will
be staying for 2 nights. You would
like a wake-up call at 8 a.m.
You are travelling with a friend. You
would like a duplex room. You would
like to pay with a credit card. You will
be staying for 1 night. You would like
a wake-up call at 6:30 a.m.
You are travelling alone. You
would like a single room. You
would like to pay with a credit
card. You will be staying for 4
nights. You need a swimming
pool. You don’t want a wake-up
call.
You are travelling with your family (3
kids and spouse). You would like
interconnecting rooms. You would
like to pay with a credit card. You will
be staying for 2 nights. You don’t
want a wake-up call.
You are alone. You would like a
double room. You would like to
pay cash. You will be staying for 1
night. You would like a wake-up
call at 7 a.m.
206
COMMUNICATION ACTIVITIES
RECEPTIONISTS’ CARDS
Rooms
Price
Available
Rooms
Rooms
Price
Available Rooms
Single
Double
King
Pool
Restaurans
Checkout
Laundry
Service
$40.00
$60.00
$80.00
NA
NA
205
Single
Double
King
Pool
Restaurants
Checkout
Laundry
Service
$25.00
$35.00
$55.00
102, 103, 104
NA
NA
No
2nd floor
12:00 noon
Yes
In front of the motel
No
10:00 a.m.
No
Rooms
Price
Available
Rooms
Rooms
Price
Available
Rooms
Single
$45.00
201, 203
Single
$125.00
102, 103, 104
Double
$65.00
NA
Double
$145.00
NA
Twin
$85.00
NA
Twin
$165.00
NA
Pool
Restaurants
Checkout
Laundry
Service
No
1st Floor
11:00 a.m.
Pool
Restaurans
Checkout
Laundry
Service
No
207
No
No
11:30 a.m.
Yes
COMMUNICATION ACTIVITIES
Rooms
Price
Available
Rooms
Rooms
Price
Available
Rooms
Single
Double
Twin
$120.00
$160.00
$220.00
NA
NA
1201
Single
Double
King
$120.00
$165.00
$230.00
NA
604, 605, 708
NA
Pool
Restaurants
Checkout
Laundry
Service
4th floor
2nd floor 3rd floor
10:00 a.m.
Pool
Restaurants
Checkout
Laundry
Service
5th floor
1st floor 3rd floor
11:00 a.m.
Rooms
Price
Available
Rooms
Rooms
Price
Available
Rooms
Single
Double
$110.00
$145.00
NA
NA
Single
Double
$95.00
$125.00
NA
NA
Duplex
$190.00
1401
$150.00
501
Pool
Restaurants
Checkout
Laundry
Service
4th floor
2nd floor 3rd floor
10:30 a.m.
Interconnect
ing
Pool
Restaurants
Checkout
Laundry
Service
Yes
Yes
208
Yes
2nd floor
1st floor 3rd floor
10:00 a.m.
Yes
COMMUNICATION ACTIVITIES
Step 1. Prepare shop cards, shopping lists, shopping items (pictures of goods
from shopping lists), some pretend (fake) money.
Shopping lists
Shopping list
jeans
T-shirt
trainers
Shopping list
coat
gloves
heels
Shopping list
laptop
souvenir
smth. fashionable
Shopping list
tablet
bag
jeans
Shopping list
earphones
trainers
t-shirt
Shopping list
charger
jacket
gift for your
friend
Shop names (Fold along the dotted line)
Electrical Goods
Accessories
Shoe Department
Fashion Clothing
Step 2. Divide into two groups: shopkeepers and shoppers.


The shopkeepers should set up shops: fold the shop cards in half, and put
them on different tables around the classroom, with the name of each shop
facing the centre. The shopkeepers should persuade their customers to buy
as many things from their shop as possible.
The shoppers go from shop to shop and ask for the items on their shopping
lists and their price. Try to bargain for the better price.
209
COMMUNICATION ACTIVITIES
Step 3. Role-play the conversations using the phrases from the Useful
Language Box presented below.
Useful Language
Language Box
Useful
Box
Customer
I’m just looking.
Do you have … in size 8?
Can you give (bring) me… a size
smaller?
Where is a …?
How much is this? / How much does
it cost?
Is there a discount on…?
Can I exchange (return) it?
Could I have a refund please?
I’d like to return this please.
I’d like to make a complaint.
I’d like to change this for a different
size, please.
Shop assistant
Can I help you? / Do you need
any help? / What would you
like?
How about …?
Just a minute.
Would you like to …?
Is there anything wrong with
…?
What’s your size in …?
There’s your ….
Keep the receipt.
Have a great day.
Step 4. When the purchases are done, shoppers should share their opinions about
the shops they visited, and services provided. Shopkeepers should discuss how
the selling went.
210
COMMUNICATION ACTIVITIES
Step 1. Make copies of a downtown map (Student A) and restaurant guide
(Student B).
211
COMMUNICATION ACTIVITIES
Your guide to the best
restaurants in the
downtown area!
212
COMMUNICATION ACTIVITIES
Step 2. Divide into two groups: Students A and Students B.
 Student A should speak to (or call up) Student B and suggest going for a
bite (get something to eat, have dinner). Your partner will give you some
recommendations, either accept them or decline. Mark the recommended
restaurants on your map of downtown and schedule the time of your
meeting. Complete the table after the conversations.
Name
Peter

Recommended
Restaurant
Mario’s Pasta
Address
Reason
Time of
Meeting
(on) Oak Street, best pasta in Friday at 5
next to the hospital town
p.m.
Student B should greet his / her partner and react to the suggestions made.
Student B will ask you to go for dinner. Use the restaurant guide you have
to recommend a restaurant (Greek, Chinese, Japanese, Vietnamese,
Seafood, Mexican, Korean, Indian, Italian), explain the reason of your
choice, and give its address. Complete the table after the conversations.
Name
Preferred Type of Restaurant
Helen
Italian
Expression Used by your Partner




213
Would you mind going
Actually
It’s not really my thing
I’d rather
COMMUNICATION ACTIVITIES
Useful Language Box
Making suggestions
Let’s… .
How about … (ing))?
Shall we … .
Why don’t we …?
May be we could … .
Do you fancy … (ing)?
Would you mind going … ?
I was wondering if you’d
like to …
Accepting suggestions
All right / Certainly / OK /
Sure / Great.
Definitely / Why not.
Yes, I’d be up for that / I’d
really love to!
That’s fine / That’s a good
idea.
That would be great / That
sounds good.
Raising objections
Sorry, I can’t / Next time
may be.
I’d rather … / I’m not really
into… .
I’ve already got plans.
I’m not very keen on it / It’s
not really my thing.
I don’t really fancy … (ing).
I’m not up for it.
Emphasising a point
In fact, … .
Actually, … .
I also think that …
Step 3. When the recommendations are given and restaurants are chosen, the
participants should share their opinions about the advice they were given, and
instructions provided.
214
COMMUNICATION ACTIVITIES
Step 1. Divide into two groups: doctors and patients.


The doctors should speak with the patients who have come to their office
asking about their condition, prescribing some medicine, and giving some
advice. The details of your situation are on page 222.
The patients go from office to office writing down doctor’s
recommendations. The details of your situation are on page 228.
Step 2. Prepare Doctor’s and Patient’s Activity Sheets.
Doctor’s Activity Sheet
Name
Medical
Condition
Duration
Prior
Medication
Allergic to
Medication?
Patient’s Activity Sheet
Doctor’s Name
Medical
Condition
Prescription
Prescription
Directions
Other Advice
Step 3. Role-play the conversations using the phrases from the Useful Language
Box presented below.
Useful Language Box
Doctor
What’s the matter? What is wrong?
What’s the problem? What seems to be the problem?
How long have you had …?
What are your symptoms?
You must stay … You should take …
It would be better if you took …
Do you have any allergies? Are you allergic to …?
Take this medicine three times a day / after meals / an hour before lunch.
215
COMMUNICATION ACTIVITIES
At the Chemist’s
I’d like some …
Have you got anything for …?
Can you recommend anything for a
cold?
I’m suffering from …
Does it have any side-effects?
How often should I take it?
Patient
I feel very ill / dizzy …
I have a terrible headache
stomachache…
I must have … / I might have …
I am coughing and sneezing.
I’ve been having … for …
/
Step 4. When the visits are done, the patients share their opinions about the
doctors and the services provided. The doctors should discuss how convincing
the patients have been.
UNIT I: Ex.13, page 22. Student A.
a) Read a sentence in the ‘Challenge Box’ to Student B. He / she will respond
from his / her ‘Answer Box’. Then listen to Student B and respond with a phrase
from your ‘Answer Box’.
Challenge Box
Answer Box
What’s up?
Couldn’t be better
Good morning!
How do you do, Dr Brown?
I’ve to go.
The same to you.
See you on Monday.
I’m sorry to hear that!
How are you getting on?
It’s a one-week visit.
I’m off.
Hello, Ian!
Let me introduce you Mrs Linch.
You’re welcome.
I’m looking forward to seeing you at Catch you later.
university.
b) Read these situations to Student B, who will respond to them. Then listen to
Student B’s situations and respond to them using your own knowledge and
experience.
1. Jane, meet my friend Ron.
2. How are you?
3. What’s your area of research?
4. Say hello to your family.
5. Wish you all the best.
216
COMMUNICATION ACTIVITIES
Role-play Travelling, page 202. Buying a Train Ticket. Student A’s
situation.
You are a Businessman. It is 11.30 in the morning and you are in London. You
want to buy a return ticket to Glasgow in Scotland. You want to come back on
Sunday. You would like to know the cost, the time of the train, the platform
number and the arrival time. Write your questions and then speak to the ticket
office assistant.
Role-play Travelling, page 202. Buying a Plane Ticket. Student A’s
situation.
You are a Tourist. It is 9.30 in the morning and you are in Brighton, in the south
of England. You want to go to London (Heathrow Airport) for the day or two
and come back in the evening. You would like to know the cost, the time of the
flight and the arrival time. Write your questions and then speak to the ticket
office assistant.
UNIT II: Ex.14, page 44. Conversation 1. Student A’s situation.
You want to speak to Mr Brown. But Mr Brown isn’t in the office, leave the
following information
 your name
 give your reason for calling
 make a request
 telephone number: 347-8910 (or use your own)
UNIT II: Ex.14, page 44. Conversation 2. Student A’s situation.
You’re a calling to Dr Richard’s office to make an appointment with a doctor
for your annual check-up. You’d like to visit him is tomorrow, in the first half
of the day. Pretend that your English is very bad and make the receptionist
(Student B) repeat everything over and over. The longer the conversation, the
better result you’ve got.
UNIT VI: Ex.7c, page 111. Student A’s words.
1. блокнот для записей, скотч, точилка для карандашей
2. ветровка, толстовка, ремень
3. флэшка (USB флеш-накопитель), зарядное устройство, наушники
4. средство от комаров, стиральный порошок, светодиодная лампочка.
217
COMMUNICATION ACTIVITIES
UNIT V: Ex.19, page 98. Student A’s situation.
You are Ms Rodriguez, a customer. You checked out last week, and you gave
the reception clerk a blank Guest Comments form - you completed one, but took
it with you by mistake. You have the completed form. The hotel manager is
calling you and asking about your stay. Answer using your completed form.
GUEST COMMENTS
Please take a few minutes to complete this form.
You may leave it with reception or mail it to us.
Excellent Good
Fair
Poor
RECEPTION
Was your check-in fast?
ѵ
Was your check-out fast?
ѵ
Were our reception clerks friendly?
ѵ
YOUR BEDROOM
Was your room clean?
ѵ
Was it comfortable?
ѵ
Did you like the furniture?
ѵ
TELEPHONE SERVICE
Were our operators friendly and polite?
ѵ
Was the service fast?
ѵ
ROOM SERVICE
Was the service fast?
ѵ
Did you like our menu?
ѵ
Was the food good?
ѵ
RESTAURANT
What did you think of the quality of food? ѵ
What was the service like?
ѵ
Did you like our menu?
ѵ
HOUSEKEEPING
What was our laundry service like?
ѵ
Did the maid clean your room well?
ѵ
EMPLOYEES
Do any of our staff deserve special thanks? Name Bernard, the accounts department
AND FINALLY
Was this your first stay at the Studios Inn Hotel?
Would you like to stay with us again?
PERSONAL DETAILS
Name: C. Rodriguez
Room no: 743
Dates of stay: 15th September - 20th September
Thank you for helping us.
Julia Priestley,
The Studios Inn Hotel, San Jose, CA
218
Yes.
Certainly.
COMMUNICATION ACTIVITIES
UNIT VI: Ex.20, page 120. Conversation 1. Student A’s situation.
You’re a customer. You have to buy something in a clothes shop (decide what)
because your gift certificate will cease to be valid tomorrow. Find out if the item
of your size and style in stock. Student C is your friend who has come to the
shop to help you. His / her opinion is very important to you. Student B is a shop
assistant. You’d like to take the item and are going to pay by card.
UNIT II: Ex.14, page 44. Conversation 3. Student A’s situation.
You’re a calling to your lifelong friend to tell him / her some news about your
family, your new job, your boss, your new relations, etc. You’re free today and
don’t want to say goodbye.
UNIT VI: Ex.20, page 120. Conversation 2. Student A’s situation.
You’re a customer. You bought something in a clothes shop in the sales
yesterday (decide what) and there is a problem (decide what). Go back to the
shop. Student B is a shop assistant. You’d like to change it for another identical
one. If you can’t, you would like a refund. You have a discount card. If you
aren’t satisfied, ask the shop assistant to call a manager.
UNIT II: Ex.14, page 44. Conversation 4. Students A’s situation.
You want to transfer a large amount of money from your bank account. Explain
the reason of your call to a receptionist and answer his / her questions.
Role-play Travelling, page 202. At the Customs. Student A’s situation.
You are a Customs Officer. Check a traveller who is going through the Customs.
Ask him / her about the purpose, destination and things to be declared.
UNIT II: Ex.14, page 44. Conversation 5. Students A’s situation.
You are interested in taking a course at Lakeside College. First, think of
questions you want to ask about the course and school. Then, when ready, call
the college to get information. Your name is S. McDougall, and you live at 85
McClearly Lane, North York, M4N 3G7. Your telephone number is 647-7351259.
UNIT IV: Role-play Quest City Race, page 203. Student A’s situation.
You are participating in a city quest race. Study your half of the map and ask
for directions to:
 a restaurant called The Waterfall  the Screen by the Pond cinema
 a nightclub called Risky Business  the Museum of Fashion and Design
 a pub called The Courier’s Rest
219
COMMUNICATION ACTIVITIES
UNIT VI: Ex.20, page 120. Conversation 1. Students B’s situation.
You’re a shop assistant in a clothes shop. Student A is going to buy something.
But the colour he / she wants is out of stock. Persuade him / her to buy another
colour. You don’t accept cards (decide why) currently.
UNIT VI: Ex.20, page 120. Conversation 2. Student B’s situation.
You’re a shop assistant in a clothes shop. Student A is going to come to you
with a problem with something he / she bought in the sales yesterday. You can’t
change it for an identical one because there are no more in his / her size. Try to
persuade A to change it for something else, because you don’t usually give
refunds during the sales.
UNIT VII: Ex.18, page 145. Student A’s situation.
You are a waiter. You welcome the customers, sit them down and give them the
menu. Ask what drinks the customers would like. Serve the drinks and ask what
starter and main course each customer would like. Take the customers’ order
and repeat it back to the customers. Then you get the food and bring it to the
table. Check if the customers are happy with their food. Ask if customers would
like dessert. You write down the order and bring the desserts. Calculate the bill
and give it to the customers. Then, thank the customers.
220
COMMUNICATION ACTIVITIES
Starters
Tomato soup
£ 2.00
French Onion soup
£ 2.50
Tomato Salad
£ 2.90
Chicken Salad
£ 3.30
All starters are served with bread and butter
Main Courses
German sausage and chips
Grilled fish and potatoes
Italian cheese & tomato pizza
Thai chicken & rice
Vegetable pasta
Roast chicken and potatoes
£ 6.50
£ 6.25
£ 4.85
£ 5.95
£ 4.85
£ 5.95
Drinks
Mineral water
Fresh orange juice
Soft drinks
English Tea
Irish cream coffee
£ 1.00
£ 1.25
£ 1.30
£ 0.90
£ 0.90
Desserts
Fruit salad and cream
£ 2.25
Ice cream
£ 2.00
(choose from chocolate, coffee or lemon)
Lemon cake
£ 2.25
Chocolate cake
£ 2.25
Cheese and biscuits
£ 2.50
221
COMMUNICATION ACTIVITIES
UNIT VI: Watching. Ex.4, page 126. Student A’s questions.
1. How important is shopping to you? How often do you go shopping?
2. What kind of stores do you prefer, big department stores or small shops?
Why?
3. What is a cheapskate? Are you a cheapskate?
4. Where do you go if you want to find a bargain?
5. What do you think of discounts and sales?
6. What’s the best thing you have ever bought?
7. Are thrift stores popular in your country? Do you enjoy shopping at thrift
stores?
8. Have you ever returned anything you had bought? What? Where?
9. What is a spur-of-the-moment purchase? Do you often make spur-of-themoment purchases?
10. What kind of shopping is more popular in your region conventional or
online? Why?
11. If money weren’t important, what would you really want to buy?
Role-play Travelling, page 202. Buying a Train Ticket. Student B’s
situation.
You are a Ticket Office Assistant. It is 11.30 in the morning and you are in
London. You have information about trains to Glasgow in Scotland from
London: The next train is at 12.00. It arrives in Glasgow at 5.30. It costs £33 for
a single ticket and £55 for a return. It leaves from platform 5.
Role-play Travelling, page 202. Buying a Plane Ticket. Student B’s
situation.
You are a Ticket Office Assistant. It is 9.30 in the morning and you are in
Brighton, in the south of England. You have information about planes to
London (Heathrow Airport): The next flight is at 9.49. It arrives in London at
10.40. It costs £10.40 for a single ticket and £16.50 for a day return ticket. It
leaves from Gate 3.
UNIT VIII: Ex.13, page 165. Conversation 1. Student A’s situation.
You are a doctor seeing a patient. Use the prompts given below to ask
questions and make suggestions. Start like this: Hello. Can I help you?
 how long?
 where / hurt?
 take painkillers
Role-play A Doctor’s Visit, page 215. Doctor’s situation.
You are a doctor and patients are going to come into your office. Ask them
about their condition, prescribe some medicine, and give them some advice
using your own knowledge or the tips from Doctor Treatment List.
222
COMMUNICATION ACTIVITIES
Doctor Treatment List
Ailment: diarrhoea
Ailment: flu
Ailment: constipation
Prescribe: some
medicine
Take twice daily.
Prescribe: antiviral
medication. Take three
times daily after meals.
Prescribe: laxative. Take
every morning when you
wake up.
Extra Advice:
(a) Drink plenty of fluids.
(b) Avoid foods
containing milk.
Extra Advice:
(a) Get lots of rest.
(b) Drink plenty of fluids
Extra Advice:
(a) Get some exercise.
(b) Eat plenty of fruits
and vegetables.
Ailment: sore throat
Ailment: rash
Ailment: indigestion
Prescribe: some
medication
Take every four hours.
Prescribe: an ointment.
Apply four times a day.
Prescribe: antacid. Take
after meals.
Extra Advice:
(a) Avoid scratching
your skin.
(b) Use as little soap as
possible.
Extra Advice:
(a) Avoid spicy food.
(b) Cut down on eating
and drinking.
Ailment: cuts
Ailment: sprained ankle
Ailment: high blood
pressure
Prescribe: an
antibacterial ointment.
Apply three times daily.
Prescribe: some pain
killers
Take whenever you have
pain. (maximum five
times daily)
Extra Advice:
(a) Drink plenty of
liquids.
(b) Drink warm tea with
honey.
Extra Advice:
(a) Wash carefully with
mild soap.
(b) Keep dirt out of it.
Extra Advice:
(a) Keep your foot
elevated.
(b) Keep ice on it for 24
hours.
223
Prescribe: some pills.
Take after meals three
times daily.
Extra Advice:
(a) Exercise daily.
(b) Loose some weight.
(c) Cut down on salt and
alcohol.
COMMUNICATION ACTIVITIES
FUNCTIONAL INDEX: Ex.21, page 197. Student A.
a) Read a sentence in the ‘Challenge Box’ to Student B. He / she will respond
from his / her ‘Answer Box’. Then listen to Student B and respond with a phrase
from your ‘Answer Box’.
Challenge Box
Can I help you?
Thank you for dinner.
Can I speak to Dorothy Marble?
Turn the second left at the traffic lights.
What is the purpose of your visit?
Here is your bill, please.
Are you ready to order?
What’s the matter?
Answer Box
Pardon?
I might have broken my leg.
You’re welcome.
I’m here for a conference.
No, thanks. I’m just looking.
It’s she.
Thanks. But I didn’t get stir fry.
Not yet.
b) Read these situations to Student B, who will respond to them. Then listen to
Student B’s situations and respond to them using your own knowledge and
experience.
1. Can you spell your name, please?
2. How’s it going?
3. What’s your email address?
4. How can I get to the Opera and Ballet Theatre?
5. Room 444? Hotel manager speaking. What’s the problem?
6. How would you like to pay?
7. What kind of ticket do you need?
8. Steak. How would you like it?
9. What can you recommend for a sore throat?
UNIT VII: Ex.15, page 144. Answers to the British Food Quiz.
1. a) crisps and chocolate
2. c) curry
3. a) Scottish dish made from sheep’s
stomach and innards
4. c) cheese
5. a) toast and cereal
6. a) The Earl of Sandwich, he wanted food
which he could eat with one hand while
gambling
7. c) Turkish fast food
224
8. c) lettuce
9. a) lager b) cider c) bitter
10. a) curry
11. c) 3-4 million
12. a) Scotland
13. b) Halloween
14. British
English
vs
American English
15. a) 1809
COMMUNICATION ACTIVITIES
UNIT I: Ex.13, page 22. Student B.
a) Student A will read a sentence from his / her ‘Challenge Box’. Listen and
respond with a phrase from your ‘Answer Box’. Then read a sentence from your
‘Challenge Box’ to Student A, who will respond in the same way.
Challenge Box
How is it going with your thesis?
Allow me to introduce Dr Brown to you.
Have a nice day!
I must be going.
How long are you going to stay?
Good afternoon, ma’am!
Thank you very much for your invitation!
Nice seeing you!
Answer Box
Nothing much.
Oh, hi!
See you.
Have a nice day.
I’m doing well thank you.
Take care.
It’s a great pleasure to meet you.
Good-bye, wish you all the best.
b) Student A will read out some more situations. Listen and respond to them
using your own knowledge and experience. Then read out the following
situations for Student A to respond to.
1. Have you met Dr Thompson before? I’ll introduce you to him!
2. How do you do?
3. I have heard a lot about your works.
4. What are you interested in?
5. Bye then, take care!
UNIT II: Ex.14, page 44. Conversation 1. Student B’s situation.
You are a receptionist at Mr Brown’s office. Student A would like to speak to
Mr Brown, but he is out of the office. Take a message and make sure you get
the following information
 name and telephone number - ask student A to spell the surname
 message student A would like to leave for Mr Brown.
UNIT VII: Ex.18, page 145. Students B’s situation.
You are a customer. Tell the waiter you would like a table for two. Look at the
menu and order a drink. Then you order starters and the main course. Thank the
waiter. Comment on the food. Order a dessert. Ask for the bill. Tell the waiter
you would like to pay together.
225
COMMUNICATION ACTIVITIES
UNIT V: Ex.19, page 98. Student B’s situation.
You are a hotel manager. You are the manager of the Studios Inn Hotel in San
Jose, California. There are two Guest Comments form in every room. Ms
Rodriguez checked out last week, and she gave the reception clerk a blank form.
You are calling Ms Rodriguez and asking about her stay.
GUEST COMMENTS
Please take a few minutes to complete this form.
You may leave it with reception or mail it to us.
Excellent
Good
Fair
Poor
RECEPTION
Was your check-in fast?
Was your check-out fast?
Were our reception clerks friendly?
YOUR BEDROOM
Was your room clean?
Was it comfortable?
Did you like the furniture?
TELEPHONE SERVICE
Were our operators friendly and polite?
Was the service fast?
ROOM SERVICE
Was the service fast?
Did you like our menu?
Was the food good?
RESTAURANT
What did you think of the quality of
food?
What was the service like?
Did you like our menu?
HOUSEKEEPING
What was our laundry service like?
Did the maid clean your room well?
EMPLOYEES
Do any of our staff deserve special thanks? Name ______________________________
AND FINALLY ...
Was this your first stay at the Studios Inn Hotel?
Would you like to stay with us again?
PERSONAL DETAILS
Name:
Room no:
Dates of stay:
Thank you for helping us.
Julia Priestley,
The Studios Inn Hotel, San Jose, CA
226
COMMUNICATION ACTIVITIES
UNIT VI: Ex.7c, page 111. Student B’s words.
1. бумага для заметок на клейкой основе, клей-карандаш, фломастеры
2. плащ, рюкзак, свитер
3. карта памяти для телефона на 32 гигабайта, защитная пленка для
телефона, USB кабель
4. рамка
для
фотографий,
чистящие
средства
(жидкие),
энергосберегающая лампочка.
UNIT II: Ex.14, page 44. Conversation 2. Student B’s situation.
You’re a receptionist at Dr Richard’s office. Your main duty is to schedule
appointments. Use a standard professional greeting. Answer the caller’s
questions politely. Ask his / her name, surname, and reason to call. Keep in
mind that Dr Richard’s first available appointment is on Wednesday at 4 p.m.
Note: your office charges $40 for canceling appointments without 24 hours
notice.
UNIT VI: Ex.20, page 120. Conversation 1. Student C’s situation.
You’re a customer’s friend. You have come to a clothes shop with your friend.
He / she is going to buy an item of clothing you don’t really like. You can lend
him / her money but don’t want your friend to waste money.
UNIT II: Ex.14, page 44. Conversation 3. Student B’s situation.
Your lifelong friend is calling you to share some news. But you’re busy at the
moment. However you can’t cut off the conversation because you don’t want to
offend your friend. Try to make the conversation as short as possible.
UNIT VIII: Ex.13, page 165. Conversation 2. Student A’s situation.
You are a patient seeing a doctor. Use the prompts given below to explain your
problem.
 bad cough / few months
 tried antibiotics
 no temperature / don’t feel ill
 smoke / ten cigarettes a day
UNIT IV: Role-play Quest City Race, page 227. Student B’s situation.
You are participating in a city quest race. Study your half of the map and ask
for directions to:
 the Ferry Theatre
 the Quick Snack Café
 the Concert Hall
 the Modern Art Gallery
 a bar called The Consultants’ Rescue
227
COMMUNICATION ACTIVITIES
UNIT VI: Ex.20, page 120. Conversation 2. Student C’s situation.
You’re a manager in a clothes shop. Yesterday an annual sale started. Listen to
the conversation between a customer and a shop assistant. You don’t usually
give refunds during the sales. Student A’s got a discount card of the shop and
must know about that.
UNIT VIII: Ex.13, page 165. Conversation 1. Student B’s situation.
You are a patient seeing a doctor. Use the prompts given below to explain you
problem.
 problem / two weeks
 pain / toothache
 hurts
Role-play A Doctor’s Visit, page 215. Patient’s situation.
You are a patient. Visit your doctor and tell him / her about your condition
(choose any from the Ailment Role Cards). Write down your recommendations
in the table. You should ‘get a second opinion’. Visit two doctors for each
ailment.
228
COMMUNICATION ACTIVITIES
Ailment Role Cards
Ailment: You have
indigestion.
Ailment: You have a rash
on your arms and legs.
Ailment: You have
diarrhoea.
Duration: You have had
it for three weeks.
Duration: You have had
it for about four days.
Duration: You have had
it for three days.
Previous Medication:
You have been taking
some ant-acid but it
hasn’t helped.
Previous Medication:
You have put a cream on
it.
Previous Medication:
You have taken some
pills that you bought at
the chemist’s, but they
didn’t help.
Ailment: You have the
flu.
Ailment: You sprained
your ankle.
Ailment: You have a
sore throat.
Duration: Two days.
Duration: You sprained
this morning.
Duration: You have had
it for two days.
Previous Medication:
You took a painkiller.
Previous Medication:
You have been taking
some throat lozenges.
Ailment: You have high
blood pressure.
Ailment: You have
constipation.
Ailment: You have a bad
cut.
Duration: You have had
it for 2 months.
Duration: You have had it
for two weeks.
Duration: You cut
yourself this morning.
Previous Medication:
You haven’t taking any
medication for it.
Previous Medication:
None.
Previous Medication:
None.
Previous Medication:
You took some aspirin.
UNIT II: Ex.14, page 44, Conversation 4. Students B’s situation.
You’re a receptionist at Lloyds Bank. Someone is calling to transfer a large
amount of money from his / her bank account but you don’t believe the identity
of the caller. Ask lots of questions about mother’s maiden name, etc. to confirm
it. Try to ask questions that your partner doesn’t know the answer to, f. e. What’s
your father’s work fax number?
229
COMMUNICATION ACTIVITIES
FUNCTIONAL INDEX: Ex.21, page 197. Student B.
a) Student A will read a sentence from his / her ‘Challenge Box’. Listen and
respond with a phrase from your ‘Answer Box’. Then read a sentence from your
‘Challenge Box’ to Student A, who will respond in the same way.
Challenge Box
Answer Box
Do you need any help?
Could you ask her to call me back?
Have a nice day.
Actually yes, twice.
Unfortunately, she isn’t available at Just this suitcase.
the moment.
Could you bring me a size larger?
Do I have to change?
Let me check, please.
Do you have any luggage?
Please, do so.
We’ll sort it out for you.
I don’t really.
Do you fancy eating out tonight?
The same to you.
Have you got nasal drops?
b) Student A will read out some more situations. Listen and respond to them
using your own knowledge and experience. Then read out the following
situations for Student A to respond to.
1. It’s pleasure to meet you.
2. I’m afraid he is on the phone.
3. What is the underground and bus fare in your city?
4. What is your returns policy just in case my friend doesn’t like the present?
5. I’m on a low-fat diet. What would you recommend me for dinner?
6. What do you want to include into your first aid kit?
7. What is the best means of transport to travel alone around Europe?
8. What type of apartment would you like to choose?
UNIT VIII: Ex.13, page 165. Conversation 2. Student B’s situation.
You are a doctor seeing a patient. Use the prompts given below to ask questions
and make suggestions. Start like this: Hello. What’s the problem?
 how long?
 a temperature?
 feel ill?
 smoke cigarettes?
 have an X-ray
 give up smoking
Role-play Travelling, page 202. At the Customs. Student B’s situation.
You are a Businessman. You are at the Customs. You haven’t anything to
declare. But you have some presents for your friends and relatives. You have a
small handbag and two pieces of luggage. Answer the questions of the Customs
Officer.
230
COMMUNICATION ACTIVITIES
UNIT II: Ex.14, page 44. Conversation 5. Students B’s situation.
You are a receptionist at Lakeside College. Your college offers a variety of
courses. One of your most popular courses is its writing course. Prepare a list
of 5-8 points about the writing course that you can tell callers (hours, price,
course content). Answer the phone with a professional greeting. Get the
customer to sign up for the course. Use at least one telephone strategy to clarify
information.
UNIT VI: Watching. Ex.4, page 126. Student B’s questions.
1. Do you regard shopping as a pleasure or a chore?
2. What is a shopaholic? Are you a shopaholic?
3. Do you like shopping in the sales? What do you usually buy?
4. What do you think of shopping days like Black Friday?
5. What was the most expensive thing that you have ever bought? How did
you feel after you bought it?
6. Do you haggle when you shop? How successful are you?
7. Why do people often buy something that they don’t really need?
8. Do women like shopping more than men like it? Why?
9. What’s the best web site for online shopping?
10. Do you have any plans to go shopping this weekend? If yes, what do you
want to buy? If no, then why aren’t you going shopping?
11. If you found $100, what would you buy? How about $10,000? Why would
you buy these products?
UNIT VII: Ex.18, page 145. Students C’s situation.
You are a customer. Tell the waiter you would like a table by the window. Look
at the menu and order a drink. Then you order starters and the main course. Ask
the waiter if the dish you’ve chosen comes with cheese. Tell him that you’re
allergic to cheese. Thank the waiter. Comment on the food. Order a dessert. Ask
if service is included. Tell the waiter you would like separate bills. Pay the bill
and thank the waiter.
231
COMMUNICATION ACTIVITIES
Useful Language Box
Waiter
Are you ready to order? / Can I
take your order, sir / madam?
What would you like to start with?
What would you like to drink?
Would you like some coffee?
What about the main course?
How would you like your steak?
What would you like for dessert?
Is everything all right?
Did you enjoy your meal?
Certainly sir, I’ll bring you the
bill.
Customer
We have a reservation for a table
for two. / A table for two.
The menu, please. We’d like the
menu.
What can you recommend?
For starters I’ll have …
For the main course I’d like ….
I’ll have … with ….. , please.
I think I’d like some ….
Rare / Medium / Well done.
Can I have the bill, please?
Is service included?
Can I pay by credit card?
We’d like separate bills, please.
232
LITERATURE
1. Barker C. Boost your vocabulary 2. Pearson Education Limited, 2010.
2. Clare A., Wilson JJ. Speakout. Intermediate. Pearson Longman, 2011.
3. Cunningham, S. Edge: Elementary: Student's Book Paperback /
S. Cunningham, P. Moor. – Longman, 2005.
4. Cunningham S., Moor P., Carr J. C. Cutting Edge. Pre-Intermediate.
Longman, 2007.
5. Cunningham S., Moor P. Cutting Edge. Intermediate. Longman, 1999.
6. Davis P.A., Falla T. Solutions Third Edition. A Five-Level General English
course from Pre-Intermediate to Upper- Intermediate. Oxford University
Press, 2017.
7. Evans, V., O’Sullivan, N. Click On 3, Express Publishing, 2001, Liberty
House, New Greenham Park, Newbury, Berkshire, 2004.
8. Evans, V., O'Sullivan, N Click On 4,Express Publishing, 2003, Liberty
House, New Greenham Park, Newbury, Berkshire, 2004.
9. Hornby A.S. Oxford Advanced Learner’s Dictionary of Current English.
Oxford University Press, 2015.
10. McCartny M.,O’Dell F. English Collocations in Use. Cambridge University
Press, 2005.
11. Oxenden, O. New English File (Pre-Intermediate Level). Student’s Book /
O. Oxenden, Ch. Latham-Koenig, P. Seligson. – Oxford Univ. press, 2006.
12. Oxenden C., Latham-Koenig C. New English File. Intermediate. Oxford
University Press, 2010.
13. Oxenden C., Latham-Koenig C. New English File. Advanced. Oxford
University Press, 2014.
14. Oxford Advanced Learner's Dictionary of Current English, sixth edition,
Oxford University Press, 2000.
15. Richards J.C., Bohlke D. Speak Now. Level 3. Oxford University Press,
2012.
16. VanGundi A.B.101 Activities for Teaching Creativity and Problem Solving.
Pfeffer, USA, 2005.
17. Viney, P. Basic Survival New Edition, International Communication for
Professional People. - Macmillan Publishers Limited, 2004.
18. Viney, P. Survival English New Edition, International Communication for
Professional People, Macmillan Publishers Limited, 2004.
19. Wilson JJ, Clare A., Roberts R. New Total English. Intermediate. Pearson
Longman, 2013.
233
20. Добрыдина, Т. И. Английский язык для сферы туризма: учебное
пособие по курсу
«Иностранный язык (английский)»/ Т. И.
Добрыдина, А. Е. Леванова, . А. Логунов, Н. С. Якимова; Кемеровский
государственный . – Кемерово, 2014.
21. Фастовец Р.В. Практика английской речи. 1-й курс / English Speech
Practice (Challenge) / Р.В. Фастовец – ТетраСистемс, 2011.
234
CONTENTS
Предисловие .....................................................................................................3
Методические рекомендации для преподавателей .................................4
Методические рекомендации для студентов...........................................7
Unit I. Meeting and Greeting ...........................................................................10
Vocabulary and Speaking ...........................................................................11
Reading and Writing ..................................................................................24
Watching ....................................................................................................29
Unit II. Telephoning .........................................................................................31
Vocabulary and Speaking ...........................................................................33
Reading and Writing ..................................................................................45
Watching .....................................................................................................48
Unit III. Travelling............................................................................................50
Vocabulary and Speaking ...........................................................................52
Reading and Writing ..................................................................................62
Watching .....................................................................................................64
Unit IV. Asking the Way ..................................................................................65
Vocabulary and Speaking ...........................................................................67
Reading and Writing ..................................................................................76
Watching .....................................................................................................79
Unit V. At a Hotel .............................................................................................81
Vocabulary and Speaking ...........................................................................83
Reading and Writing ..................................................................................98
Watching ...................................................................................................103
Unit VI. Shopping ...........................................................................................105
Vocabulary and Speaking .........................................................................108
Reading and Writing ................................................................................121
Watching ...................................................................................................124
Unit VII. Eating Out .......................................................................................127
Vocabulary and Speaking .........................................................................129
Reading and Writing ................................................................................147
Watching ...................................................................................................151
Unit VIII. At the Chemist’s ...........................................................................153
Vocabulary and Speaking .........................................................................156
Reading and Writing ................................................................................165
Watching ...................................................................................................170
Checkouts........................................................................................................173
Functional Index .............................................................................................183
235
Communication Activities ..............................................................................199
Literature.........................................................................................................233
Contents ..........................................................................................................235
236
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