13. Top complaints
What’s taking so long for our dinners? – Waiting too
long…
To be seated
To have orders taken “I will be with you shortly”
For food to arrive “Your food is on its way”
For more drinks to arrive “Will you have more wine?”
Something is wrong with the food
At arrival
At table check
14. Complaints about food
My steak was undercooked.
My steak was overcooked.
My food is cold.
My pasta is too well done.
16. Complaints about drinks
My drink is too strong.
My drink isn’t strong enough.
My drink doesn’t have enough ice.
My drink has too much ice.
My soda / beer is flat.
17. Complaints about tables
It’s too noisy
We’ll turn down the music
It’s too hot / It’s too cold
We’ll turn on the AC
We’ll turn on the heat
It’s too dark / It’s too bright
We’ll brighten the room
We’ll switch off this light
It’s too busy
18. Complaints about the bill
Overcharge
“I didn’t order this”
Wrong change
Wrong portion size
Quality of the food
20. Apologies
I’m very sorry about that. / I’m terribly sorry about
that.
I fully understand the inconvenience this has
caused.
I’m sorry but I’m afraid I can’t help you.
21. Apologies
I’m sorry but you’ll have to talk to our manager about
that.
I’m very sorry about the delay / the mistake / the
mix-up / the damage
Please accept our apologies for this.
22. A noisy environment!
Sorry, again?
I’m sorry. Could you say that again?
I’m sorry, I didn’t catch that. Could you repeat it?
I’m sorry but it’s very noisy here today. Could you
speak a little louder, please?
23. CV structure
Personal details (Name, address, date of birth, nationality, driving licence)
Objective
Education & Qualifications
Employment (Date, position, responsibilities, achievements)
Interests
Reference
35. Basic phone skills
Breathe!
Introducing yourself
Asking who is on the telephone
Asking for someone
Connecting someone
Someone is not available
Taking a message
36. Introducing yourself
This is David.
David speaking.
David speaking, can I help you?
You have called Restaurante el Faro, this is David,
can I help you?
37.
38. Asking who is it
Excuse me, who is this?
Can / Could / May I ask who is calling, please?
Who's calling, please?
Who's speaking?
Where are you calling from?
Are you sure you have the right number?
Are you sure you have the right name?
39. Asking people to wait
Hold the line, please.
Could you hold on, please?
Just a moment, please.
Thank you for holding.
The line's free now. I'll put you through.
I'll connect you now / I'm connecting you now.
40.
41. Spelling names
A Alfa G Golf N November U Uniform
B Bravo H Hotel O Oscar V Victor
C Charlie I India P Papa W Whiskey
D Delta J Juliett Q Quebec X X-ray
E Echo K Kilo R Romeo Y Yankee
F Foxtrot L Lima S Sierra Z Zulu
M Mike T Tango
42.
43. Saying addresses
@ at
/ forward slash
- dash
_ underscore
.com dotcom
.es dot ee es
44.
45. Giving numbers
Here's a phone number: 0171 222 3344
Oh-one-seven-one, triple two, double three, double
four
OR
Zero-one-seven-one, triple two, double three, double
four
46.
47. Calling back
Good Morning, Mesón El Faro, can I help you?
Yes, could I speak to Ana Michelle Ono, please?
Yes madam, I’ll put you through.
Yes, could I speak to Ana Michelle Ono, please?
Sorry, she’s not available at the moment, can I take a
message?
48.
49. Asking for someone
Can I have extension 6969?
(-formal……………….+formal)
Is María José in? (very informal) / Can I speak to
María José? / Could I speak to María José? / May I
speak to María José? / Might I speak to María José?
50.
51. Connecting someone
I'll put you through.
Can you hold the line?
Could you hold the line?
Can you hold on a moment?
Could you hold on a moment?
52.
53. Someone is not available
I'm afraid Mr Vader is not available at the moment.
I’m sorry, the line is busy.
Mr Vader isn't in.
Mr Vader is out at the moment.
I'm afraid Mr Vader is in a meeting at the moment.
I'm sorry. He’s out of the office today.
54. No one here by that name
I'm afraid we don't have a Mr Vader here.
I'm sorry, there's nobody here by that name.
Sorry, I think you've dialled the wrong number.
Sorry, I'm afraid you've got the wrong number.
55.
56. Taking a message
Could I take a message?
Could I tell him who is calling?
Would you like to leave a message?
57.
58.
59. Leaving or taking a
message
Can I leave/take a message?
Would you like to leave a message?
Could you give him/her a message?
Could you ask him/her to call me back?
Could you tell him/her that I called?
Could you give me your name please?
Could you spell that please?
What's your number please?
60.
61. Booking
Good morning, Mesón El Faro, how can I help you?
I’d like to book a table for three, for next Friday at
3pm.
Friday at 3pm, three people. Would you like to order
any special dish?
Yes, I would like to order the rabbit paella, for the
three of us.
62. Booking
Very good. What is your name, madam?
My name is Anna Ono.
Very well, Ms Ono. May I have your telephone
number, please?
My phone number is 968 12 34 56.
OK, 968 12 34 45. Thank you very much Ms Ono.
Thank you, bye, bye.
63.
64. Problems!
Oh, I’m sorry. I must have dialled the wrong
number!
I’m sorry. Could you say that again?
I’m sorry, I didn’t catch that. Could you repeat it?
Could you spell that word for me, please?
What was the name again? I didn’t catch it.
65. Problems!
I’m sorry but it’s a very bad line. Could you phone
back in two minutes?
I’m sorry but it’s a very bad line. Could you speak a
little louder, please?
I’m sorry but I can’t make out what you’re saying.
Would you like to call later?
I’m sorry but we seem to have been cut off last
time. If it happens again I’ll call you back.
66. Saying goodbye
Is there anything else I can do for you Ms Ono / sir /
madam?
That’s all, thank you.
You’re welcome, and thanks for your booking.
Thank you for calling.
Have a nice day.
69. Reference
Communication for Business, by Birgit Abegg and Michael Benford.
Steak temperatures, common complaints:
http://www.howtogetyourfoodspitin.com/2007/12/top-10-complaints-heard-in-
restaurants.html
http://www.english-at-home.com/business/telephoning-in-english/
http://esl.about.com/od/businessspeakingskills/a/t_vocab.htm
http://www.learn-english-today.com/business-english/telephone.html
70. Credits
Restaurant La Boheme (La Boheme Restaurant & Cocktail Lounge)
http://www.flickr.com/photos/uniquehotelsgroup/5692227631/
Sweet Temptations
http://www.flickr.com/photos/adforce1/4420985385/
American Idols
http://www.flickr.com/photos/iboy_daniel/83909206/sizes/l/in/photostream/
¡Ole! Project 365(3) Day 124
http://www.flickr.com/photos/elwillo/5803408244/sizes/l/in/photostream/
Chicken Paella Close-up
http://www.flickr.com/photos/avlxyz/447638440/sizes/o/in/photostream/