Learn how to add personality when you speak using intonation, from a conversation between a hotel staff member and a guest
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| INTRODUCTION |
| Brandon: Hi everyone! Brandon here! |
| Becky: Hello, everyone! Becky here. Letting Guests Know You Speak English |
| Brandon: In this lesson you will learn how to let guests know you speak English. |
| Becky: This conversation takes place in the hotel lobby. |
| Brandon: The conversation is between a staff member and a guest. |
| Becky: The speakers are in a professional relationship, so they’ll be using formal English. Let’s listen to the conversation. |
Lesson conversation |
|---|
| Customer: ummmm…I...am... looking...for... |
| Staff: Hello sir, the hotel makes us take English classes. What can I help you find? |
| Customer: Oh, Great, I am just looking for the concierge. |
| Staff: The concierge can be found in the main lobby, by the entrance. To get there please walk down this hallway and take the second left. Is there anything else I can help you with? |
| Customer: No, that’s all. Thank you for the help! |
| Becky: Let’s hear the conversation one time slowly. |
| Customer: ummmm…I...am... looking...for... |
| Staff: Hello sir, the hotel makes us take English classes. What can I help you find? |
| Customer: Oh, Great, I am just looking for the concierge. |
| Staff: The concierge can be found in the main lobby, by the entrance. To get there please walk down this hallway and take the second left. Is there anything else I can help you with? |
| Customer: No, that’s all. Thank you for the help! |
| Becky: Now let’s hear it with the English translation. |
| Customer: ummmm…I...am... looking...for... |
| Becky: ummmm…I...am... looking...for... |
| Staff: Hello sir, the hotel makes us take English classes. What can I help you find? |
| Becky: Hello sir, the hotel makes us take English classes. What can I help you find? |
| Customer: Oh, Great, I am just looking for the concierge. |
| Becky: Oh, Great, I am just looking for the concierge. |
| Staff: The concierge can be found in the main lobby, by the entrance. To get there please walk down this hallway and take the second left. Is there anything else I can help you with? |
| Becky: The concierge can be found in the main lobby, by the entrance. To get there please walk down this hallway and take the second left. Is there anything else I can help you with? |
| Customer: No, that’s all. Thank you for the help! |
| Becky: No, that’s all. Thank you for the help! |
| POST CONVERSATION BANTER |
| Becky: Okay so, sometimes it's a bit hard to know if your guest is trying to speak the local language or if they don't know how to speak English well. |
| Brandon: Usually, in these situations, it’s best to wait and let the guest talk a little bit in whatever language they are using, before you jump in and start speaking English. |
| Becky: That’s because some guests actually enjoy speaking the local language and even take pride in doing so. They may not do it very well, but they feel it’s important and if a staff member shows up and just start speaking English to them, they may get frustrated. |
| Brandon: So in situations like these it’s usually best to be patient - as patient with them as you hope they will be with your English! |
| Becky: Okay, now let’s take a look at the vocabulary for this lesson. |
| VOCAB LIST |
| Becky: Let's take a look at the vocabulary for this lesson. |
| : The first word we shall see is: |
| Brandon: English classes [natural native speed] |
| Becky: classes of English, class where English is taught |
| Brandon: English classes [slowly - broken down by syllable] |
| Brandon: English classes [natural native speed] |
| : Next: |
| Brandon: concierge [natural native speed] |
| Becky: special attendant at hotels for guest activities |
| Brandon: concierge [slowly - broken down by syllable] |
| Brandon: concierge [natural native speed] |
| : Next: |
| Brandon: lobby [natural native speed] |
| Becky: entrance area of a hotel |
| Brandon: lobby [slowly - broken down by syllable] |
| Brandon: lobby [natural native speed] |
| : Next: |
| Brandon: entrance [natural native speed] |
| Becky: doorway, opening |
| Brandon: entrance [slowly - broken down by syllable] |
| Brandon: entrance [natural native speed] |
| : And Last: |
| Brandon: second left [natural native speed] |
| Becky: a left turn directly after the first |
| Brandon: second left [slowly - broken down by syllable] |
| Brandon: second left [natural native speed] |
| KEY VOCAB AND PHRASES |
| Becky: Let’s take a closer look at some of the words and phrases from this lesson. |
| Brandon: So, the first phase we’re going to look at is "English classes." |
| Becky: Now, here, the interesting part is that most hotels do not require their employees to take English classes. The reality is that most international hotels require their staff to already speak English before they’re even hired. |
| Brandon: But by saying that he’s taking English classes, this staff member was able to indicate that he knew how to speak English, and that he is still learning English. |
| Becky: Another example of this would be a sentence like "Even though I already speak English, I keep taking English classes to learn more." |
| Brandon: Okay now, the second phrase we are going to look at is "second left." |
| Becky: In the dialogue, this phrase is talking about turning left. And it specifies that the guest should turn left at the second chance, or second opportunity. |
| Brandon: There isn’t anything particularly advanced here, but this phrase can take several forms. For example, the phrase "second on the left" adds the words "on the" however, the practical meaning is not changed. |
| Becky: Okay, now onto the grammar. |
Lesson focus |
| Becky: In this lesson, you’ll learn how to let guests know you speak English. In the dialogue, we saw the phrase, "the hotel makes us take English classes. " |
| Brandon: Now, most Americans only speak English. Because of that, whenever they travel some people may assume that the locals also only speak the local native language. |
| Becky: So, one thing you can do to help your guests feel more comfortable is to inform them that you speak English. There are many ways to do this, however, some ways are better than others. Let’s look at some very good ways. |
| Brandon: Native English speakers tend to be slightly indirect when talking about things. For example, if you were to say "I speak English." you would be 100% grammatically correct, but you may be viewed as rude or even arrogant. |
| Becky: So, to avoid this, the first phrase we’re going to look at is "excuse me sir?" |
| Brandon: Now, this phrase should be used when the guest is speaking English in a way that you’re having difficulty understanding. |
| Becky: Usually, this will slow the guest down but since you spoke in English, the guest will usually keep speaking in English. |
| Brandon: The next phrase we’re going to look at is "Can I help you with anything, ma’am?" |
| Becky: This phrase should be used when the guest seems to be unsure what to say. They may be stuttering, looking confused, or maybe flipping through a local language dictionary. |
| Brandon: At times like this you can approach them and say,: "Can I help you with anything, ma’am?" |
| Becky: The next phrase is "May I help you, sir?" Now, this question should be used when the guest has asked about English speakers at the hotel. |
| Brandon: For example, the guest may say something like,"Does anyone here speak English?" Instead of saying, "I do!" It’s much more appropriate to say something more indirect such as,"May I help you, sir?" |
| Becky: Be sure to avoid using the word "can" in this phrase. In practical conversation, there’s no difference between, "Can I help you, sir?" And "May I help you, sir?" |
| Brandon: But, most native English speakers know that there is a difference. Even if they don’t use it. The fact that you do use it correctly, shows that you understand and speak English well. That will help you build a good relationship with your guests. |
Outro |
| Becky: That’s all for this lesson. Thanks for listening, everyone! |
| Brandon: And we’ll see you next time. Bye! |
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