Hospitality Through teh art of communication - Hospitality English by Shenker

2010

BE THE BEST. H Hoossppiittaalliittyy tthhrroouugghh tthhee aarrtt ooff ccoom mm muunniiccaattiioonn

HOSPITALITY ENGLISH PROGRAMMI DIDATTICI PER L’INDUSTRIA RICETTIVA:

In ottemperanza al PROTOCOLLO D’INTESA avente per oggetto la collaborazione finalizzata a porre in essere interventi a sostegno di un Piano di Formazione specifico per lo sviluppo delle competenze linguisticocomunicative in lingua inglese degli operatori dell’industria ricettiva.

Corsi di formazione di lingua inglese mirata per il personale di Il Master in International Hotel & Tourism Management è un programma di alto livello e di notevole contenuto manageriale creato con l’obiettivo di formare la futura classe dirigente del settore turistico & alberghiero. Le figure professionali formate hanno elevate competenze di Management e di gestione, perfettamente preparate per Il Il

29/09/2010

Il presente catalogo vuole rispondere efficacemente alle complesse sfide che deve affrontare l’industria alberghiera moderna. I percorsi formativi in esso contenuti sono volti a rispondere specificamente ai bisogni rilevati in materia di competenza linguistica espressamente nel settore della ricettività. Il catalogo prevede diverse tipologie di corsi. 1. Percorso per personale operativo e Capi Servizio -

Restaurant & bar staff – Level 1 (A1)

Restaurant & bar staff – Level 2 (A2 / B1)

Breakfast – Level 1 (A1)

Breakfast – Level 2 (A2 / B1)

Reception – Level 1 (A1)

Reception – Level 2 (A2 / B1)

Booking – Level 1 (A1)

Booking – Level 2 (A2 / B1)

Housekeeping – Level 1 (A1)

Housekeeping – Level 2 (A2 / B1)

MICE – Level 1 (A1)

MICE – Level 2 (A2 / B1)

Bellboys & Maintenance – Level 1 (A1)

Bellboys & Maintenance – Level 2 (A2 / B1)

2. Percorso per il Management -

BUSINESS BRIEF - STEP 1 (A1)

BUSINESS BRIEF - STEP 2 (A1)

BUSINESS ACCESS - STEP 1 (A2/B1)

3. Workshop:

“ CULTURAL DIFFERENCES”

4. Workshop: “ITALIAN STYLE” 5. Workshop per Responsabili Ricerca & Selezione :

“ENGLISH LANGUAGE ASSESSMENT SKILLS IN THE HOTEL INDUSTRY”

Quadro Comune Europeo di Riferimento delle Lingue Common European Framework of Reference (CEF) Per comodità sono qui indicati i parametri dei livelli di competenza linguistica stabiliti dal Consiglio d'Europa ai fini della classificazione e valutazione delle abilità linguistiche.

Livello di Padronanza di competenza della lingua

Livello Autonomo di competenza della lingua

Livello Base di competenza della lingua

Tabella di sintesi dei livelli

Comprende e utilizza espressioni di uso quotidiano e formule comuni tese a soddisfare bisogni di tipo concreto. Sa presentare se stesso ed è in grado di fare domande e rispondere su particolari personali (dove abita, le persone che conosce e le cose che possiede). Interagisce in modo semplice purché l’interlocutore parli lentamente e chiaramente e sia disposto a collaborare. Comprende frasi isolate ed espressioni usate frequentemente relative ad ambiti di immediata rilevanza (informazioni di base sulla persona e la famiglia, acquisti, la geografia locale, l’occupazione). Comunica in attività semplici e di routine che richiedono uno scambio di informazioni semplici e dirette su argomenti familiari e abituali. Sa descrivere in termini semplici aspetti del proprio vissuto e dell'ambiente che lo circonda e sa esprimere bisogni immediati.

Comprende i punti chiave di messaggi in lingua standard su argomenti familiari che è solito affrontare nell’ambiente di lavoro, a scuola, nel tempo libero ecc. Sa muoversi in situazioni che possono verificarsi mentre viaggia nel paese in cui si parla la lingua studiata. È in grado di produrre testi semplici e coerenti su argomenti familiari o di interesse personale. È in grado di descrivere esperienze e avvenimenti, sogni, speranze, ambizioni, esporre brevemente ragioni, dare spiegazioni e opinioni dei propri progetti. Comprende le idee fondamentali di testi complessi su argomenti sia concreti che astratti, comprese le discussioni tecniche nel proprio settore di specializzazione. È in grado di interagire con una scioltezza e spontaneità tali da rendere possibile l'interazione con i parlanti nativi senza sforzo e tensione per l'interlocutore. Sa produrre testi chiari e articolati su una vasta gamma di argomenti ed esprimere un punto di vista su argomenti d’attualità fornendo i pro e i contro delle diverse opzioni.

Comprende un'ampia gamma di testi complessi e piuttosto lunghi e ne sa ricavare il significato implicito. Si esprime con scioltezza e naturalezza, senza sforzo nel cercare le parole adatte. Usa la lingua in modo flessibile ed efficace per scopi sociali, professionali e accademici. E’ in grado di produrre testi chiari, ben strutturati e dettagliati su argomenti complessi, mostrando un sicuro controllo della struttura discorsiva, dei connettivi e degli elementi di coesione.

Comprende con facilità praticamente tutto ciò che ascolta o legge. Sa riassumere informazioni provenienti da diverse fonti, scritte e orali, ristrutturando in modo coerente gli argomenti e le informazioni. Sa esprimersi spontaneamente, in modo molto scorrevole e preciso, individuando le più sottili sfumature di significato in situazioni complesse.

1. Percorso per Personale Operativo e Capi Servizio a) Restaurant & bar staff – Level 1 & Level 2 b) Breakfast – Level 1 & Level 2 c) Reception – Level 1 & Level 2 d) Booking – Level 1 & Level 2 e) Housekeeping – Level 1 & Level 2 f) MICE – Level 1 & Level 2 g) Bellboys & Maintenance – Level 1 & Level 2

I. OBBIETTIVI DELL’INTERVENTO Garantire al personale di unità alberghiera la completa dotazione degli strumenti comunicativi necessari a consentire il superamento delle barriere linguistiche nell’operatività quotidiana interna e soprattutto nel servizio al cliente straniero. Principali obbiettivi: 

implementare la capacità di comunicazione in lingua inglese che rappresenta de facto una piattaforma di condivisione in cui si svolge la prestazione del servizio e la gestione dei rapporti con il cliente;



completare il processo formativo relativamente alla lingua inglese e di conseguenza migliorare la professionalità e la qualità del servizio offerto dall’azienda ai propri clienti.

Da un punto di vista metodologico l’intervento prevede la tipologia didattica “Workshop” che ha come principale linea guida dell’attività lo svolgimento in ambiente Totally English per rafforzare il conseguimento dell’obbiettivo primario: portare l’allievo a maggior capacità di gestione delle proprie attività in lingua inglese così da assolvere con sicurezza e competenza al proprio incarico.

II. IL PROGETTO DIDATTICO Il percorso didattico per ciascun target si articola su 15 ore di formazione suddivise in 6 WORKSHOPS di gruppo di due ore e mezza ciascuno. Il numero di partecipanti è da un minimo di 4 ad un massimo di 6 studenti per workshop. I partecipanti prima dell’inizio del corso sostengono due test: 1. Assessment Test scritto per verificare il livello di inglese scritto e la listening comprehension 2. Fluency Test orale ( di gruppo o individuale) per valutare la capacità espressiva in inglese e la disinvoltura nell’utilizzo della lingua sulla performance professionale Il programma didattico per ciascun target è suddiviso in due livelli di competenza:  LEVEL 1 (A1)  LEVEL 2 (A2/B1). Sono consecutivi e raccomandabili per il completamento del percorso formativo. Per ciascun target il materiale didattico per ogni studente è composta da un folder contenente le UNITS specifiche e tematiche per ciascun livello. I testi approfondiscono le tematiche utilizzando come strumenti didattici un’ampia scelta di dialoghi completi di glossario, seguiti da roleplays che aiutano l’acquisizione delle parole considerate indispensabili per lo specifico target al fine del miglioramento della performance globale professionale. Dopo il 6° workshop è previsto un ulteriore incontro di 90 minuti in cui si tiene un Final test scritto con un metodo multiple choice e due role play di verifica complessiva dell’apprendimento e della performance professionale in lingua inglese. Nella stessa sessione vengono consegnati i certificati di partecipazione. Il training manager riceverà: 1. copia dei certificati di partecipazione 2. un report indicante secondo il CEF (common european framework) il livello iniziale, il livello raggiunto ed un breve commento di performance 3. il registro delle presenze e assenze.

III. RISULTATI ATTESI Il percorso linguistico personalizzato e la modalità WORKSHOP hanno come obbiettivo il raggiungimento dei seguenti risultati:  Miglioramento / completamento delle competenze espressive e delle abilità linguistiche primarie (speaking & listening) per la corretta e duratura impostazione linguistica ;  Acquisizione di disinvoltura e proprietà di linguaggio attraverso le sessioni di conversazione guidata;  ampliamento della terminologia specifica di questo mondo professionale attraverso sessioni mirate a tema e conseguente acquisizione di scioltezza sicurezza nel comprendere e parlare la lingua inglese nell’ambiente lavorativo;  Miglioramento qualitativo delle prestazioni professionali del personale della struttura alberghiera.

a) RESTAURANT AND BAR STAFF 1.FOCUSING ON FOCUS THE GUEST 1.CUSTOMER      

Phonetics Welcoming Welcoming the the client client Making clients comfortable Making clients comfortable Understanding clients’ needs Understanding clients’services needs Promoting additional



Promoting additional services Mini- workshop / Role play Miniworkshop / Role play Key phrases Key phrases Taking or leaving a message ** Telephone: ** Telephone: Taking or leaving a message

3. SERVING AT THE TABLE

2. MENU 

   

Phonetics Explaining the Menu Asking about allergies Vocabulary building on food & beverage With or without

Mini- workshop / Role play Key phrases ** Telephone: Taking a booking

4. ROOM SERVICE



Phonetics



Phonetics



Seating arrangements



Taking an order by phone



Is everything to your satisfaction?



Service & Serving



Making suggestions



Bar - Lunch – Dinner



Utensils from A – Z

Mini- workshop / Role play Key phrases

5. DEALING WITH EMERGENCIES AT THE TABLE  Working with children at the table  Dealing with emergencies  Dealing with Complaints and Apologizing  Handing over complaints Mini- workshop / Role play Key phrases ** Telephone: understanding complaints by phone

** Solo per Level 2 ( A2/B1)

Mini- workshop / Role play Key phrases

6. PAYMENTS 

Going through the bill



How would you like to pay?



Problems concerning credit cards

Mini- workshop / Role play Key phrases

b) BREAKFAST 1.FOCUSING ON FOCUS THE GUEST 1.CUSTOMER      

Phonetics Welcoming Welcoming the the client client Making clients comfortable Making clients comfortable Understanding clients’ needs Understanding clients’services needs Promoting additional



Exceeding expectations Mini- workshop / Role play Miniworkshop / Role play Key phrases Key phrases Taking or leaving a message ** Telephone: ** Telephone: Taking or leaving a message

3. SERVING BREAKFAST

2. MENU 

Phonetics Explaining the Menu Asking about allergies Vocabulary building on food & beverage With or without

   

Mini- workshop / Role play Key phrases ** Telephone: Taking a booking

4. BREAKFAST ROOM SERVICE



Phonetics



Phonetics



Seating arrangements



Taking an order by phone



Different style of serving



Service & Serving



Is everything to your satisfaction?



Breakfast



Making suggestions



Utensils from A – Z

Mini- workshop / Role play Key phrases

** Solo per Level 2 ( A2/B1)

Mini- workshop / Role play Key phrases

6. PAYMENTS 

Going through the bill



How would you like to pay?



Problems concerning credit cards

Mini- workshop / Role play Key phrases

c) RECEPTION   

CHECKING IN   

Phonetics Arrival Describing different accommodation packages  Facilities at the hotel /additional room services  Talking about prices Mini- workshop / Role play Key phrases Telephoning : Passing through the call

3. PROBLEM SOLVING & DECISION MAKING     

Phonetics Complaints & Apologising Dealing with problematic guests Overbooking How to hand over a complaint to your superior

Mini- workshop / Role play Key phrases Telephoning : Dealing with a complaint for a

2. CUSTOMER FOCUS  

Phonetics How to handle all types of clients Making clients’ comfortable Understanding clients’ needs Promoting additional services Family requirements

   

Mini- workshop / Role play Key phrases Telephoning : Taking or leaving a message

4. SELLING YOURSELF & YOUR HOTEL    

Phonetics Identifying areas and services of the hotel or people working in the hotel Giving information out to the clients on the city and events taking place All about being on duty

Mini- workshop / Role play Key phrases Telephoning : Enquiring about flights/train times.

service

5. ON THE PHONE  

6. CHECKING OUT & MONEY MATTERS

Understanding and Using Telephone



Departures

Language



Checking the bill

Taking Messages



Leaving messages on an answering machine Mini- workshop / Role play Key phrases Telephoning : Calling for information regarding services within the hotel

Dealing with expiry dates or non functional credit cards  Verifying customer satisfaction  Hope to see you soon Mini- workshop / Role play Key phrases Telephoning : How would you like to pay?

d) BOOKING 

1. FOCUSING ON THE GUEST

 



Phonetics



How to handle all types of clients



Formal & informal language



Understanding clients’ needs



Promoting additional services

Mini- workshop / Role play Key phrases

2. ON THE PHONE      

Phonetics Making or changing arrangements Cancelling or postponing a booking Leaving messages on an answering machine Suggesting an alternative arrangement Upgrading a client

Mini- workshop / Role play Key phrases Telephoning : giving information regarding services within the hotel

3. HOW TO SELL

 Phonetics

 Describing different accommodation packages  Facilities at the hotel /additional room services

 Proposing special seasonal offers  Verifying customer satisfaction  Closing the deal Mini- workshop / Role play Key phrases

5. PROBLEM SOLVING & DECISION MAKING    

Phonetics Dealing with problematic guests Handling tricky situations How to hand over a complaint to your superior

Mini- workshop / Role play Key phrases

4. CORRESPONDENCE 

Giving information about a services



Availabilities concerning dates etc



Confirming a booking



Asking for clarifications



Sending a proposal

Mini- workshop / Role play Key phrases

6. MONEY MATTERS    

Talking about prices Talking about the cancellation policy Dealing with expiry dates or non functional credit cards Talking about credit cards & guarantee policy

Mini- workshop / Role play Key phrases Telephoning : How would you like to pay?

e) HOUSEKEEPING 

1.WELCOMING



 



 

Phonetics Hello, I’m……. How can I help you? Courtesy at all time

Mini- workshop / Role play Key phrases

3. SERVICES    

Phonetics Understanding clients’ needs Replenishing services Extra pillows, linens, toiletries, turning down bed services

Mini- workshop / Role play Key phrases

5. TOOLS FOR THE JOB  

Utensils from A – Z Vocabulary focus

Mini- workshop / Role play Key phrases

2. CUSTOMER FOCUS  

Phonetics Describing the room Naming what’s what & who is who Describing hotel services ( laundry, dry cleaning, ironing, etc)

 

Mini- workshop / Role play Key phrases

4. PROBLEM SOLVING & DECISION MAKING     

Phonetics Apologising for a wrong service Dealing with problematic guests Handling tricky situations Handing over complaints to your superior Mini- workshop / Role play Key phrases

6. INSIDE INFORMATION 

Where to go



What to do in the hotel

Mini- workshop / Role play Key phrases

f ) MI C E   

1. FOCUSING ON THE GUEST     

Phonetics How to handle all types of clients Formal & informal language Understanding clients’ needs Promoting additional services

Mini- workshop / Role play Key phrases Telephoning : Calling for information

3. HOW TO SELL

 Phonetics  Describing different services/ Facilities at the hotel  Show case: Showing around language, going through album  How to propose an extra service  How to close the sale  Sending an offer by e-mail

2. ON THE PHONE   

Phonetics Taking appointment Follow up of the proposal

Mini- workshop / Role play Key phrases Key phrases – Telephoning : Taking or leaving a message on a answering machine

4. THE EVENT

 Phonetics  Checking arrangements with client  Following through the event aiming for success Mini- workshop / Role play Key phrases

Telephoning : Arranging a social occasion

Mini- workshop / Role play Key phrases

5. PROBLEM SOLVING & DECISION MAKING    

Verifying customer satisfaction Apologising for anything going wrong Dealing with problematic guests Handling tricky situations

Mini- workshop / Role play Key phrases

6. MONEY MATTERS    

Talking about prices & discount Payment conditions (cancellation policy, guarantee policy, deposit)

Invoicing Hope to see you again

Mini- workshop / Role play Key phrases Telephoning : How would you like to pay?

g) BELLBOYS & MAINTENANCE 1.WELCOMING     

Phonetics Hello I’m Welcoming the client How can I help You? Courtesy through sincerity

Mini- workshop / Role play Key phrases

3. HOW IT WORKS  

Phonetics Giving instruction on usage of: TV, heating/ air conditioning, telephone, safe, electrical devices, no electrical applies, how to open/close windows, doors etc

 

Safety & Security: emergency exit Is there anything else I can do for you?

Mini- workshop / Role play Key phrases

5. PROBLEM SOLVING & DECISION MAKING 

Apologising for a wrong service



I will repair…….



Feedback: giving times and dates or immediate solutions

Mini- workshop / Role play Key phrases

2. FOCUSING ON THE GUEST    

Phonetics Describing facilities Where to go and what to do Vocabulary focus

Mini- workshop / Role play Key phrases

4. ON THE PHONE  

Phonetics Understanding and Using Telephone Language Taking note Leaving messages on an answering machine Emergency call

  

Mini- workshop / Role play Key phrases

6. IMMEDIATE ATTENTION  

Handling upset customers Dealing with:  lock outs  vandalism  floods  damage  leaking pipes  Sanitary problems

Mini- workshop / Role play Key phrases

2. CORSI PER IL MANAGEMENT Questi corsi trattano competenze manageriali trasversali in lingua inglese con l’obiettivo di mettere in condizione il partecipante di comunicare in modo sicuro e disinvolto in contesti internazionali professionali. Ampliano la conoscenza della terminologia specifica del business per far acquisire scioltezza e sicurezza nell’affrontare le tipiche situazioni lavorative. Le lezioni prevedono la simulazione di contesti d’ufficio, l’introduzione di nuove strutture, espressioni e vocaboli e il consolidamento della fraseologia quotidiana che può essere utilizzata anche negli affari. In questo modo lo studente si allena a comunicare in inglese nelle più ricorrenti situazioni dell’attività lavorativa. Ogni unità didattica prevede una Language Activation mirata su argomenti dell’Hospitality Industry tratta da articoli di riviste specializzate di settore. I corsi prevedono due livelli di competenza :  A1 Business Brief 10 unità didattiche suddivisibili in 5 +5 lezioni (step 1 e step 2) della durata di 2 h ciascuno  A2/B1 Business Access 10 unità didattiche suddivisibili in 5 +5 lezioni (step 1 e step 2) della durata di 2 h ciascuno Al termine dello Step 1 (modulo di 5 lezioni) è previsto un progress test scritto Al termine dello Step 2 (modulo di 5 lezioni) è previsto un final test scritto e orale La struttura di ciascuna sessione è la seguente:

BUSINESS BRIEF      

Phonetics (solo per le prime 4 lezioni) Listening I Key phrases - dialogue Listening II Key phrases – dialogue Written exercises Focus: Words & expressions Language Activation: HOSPITALITY HEADLINE NEWS

BUSINESS ACCESS       

Phonetics (solo per le prime 4 lezioni) Listening I Key phrases – dialogue Listening II Key phrases – dialogue Listening III Key phrases – dialogue Written exercises Reading & Questions Language Activation: HOSPITALITY HEADLINE NEWS

BUSINESS BRIEF - STEP 1 (A1)  Unit 1 Making Introductions

Presentarsi, e presentare gli altri

In the business world, you constantly have to introduce yourself: on the phone, at meetings, in conferences, on business trips and in social situations. Furthermore, you often have to introduce two people who don't know one another and you also need to know how to respond correctly when being introduced. The language used in all of these circumstances tends to be rather formal. Yet you only need to know a certain number of basic phrases in order to make introductions with confidence. Above all, remember: First Impressions Count!

 Unit 2 Making Telephone Calls

Stabilire un contatto telefonico; lasciare messaggi

Making contact over the phone is easy when we can speak directly to the person we require. Often, however, we have to go through an intermediary who puts our phone call through or takes a message. There aren't many possible scenarios here, and they are fairly predictable. The language used in these contexts consists of a number of phrases that you can learn very easily. The only real problem may lie in speaking to someone you can't see in English! With a little practice, however, you can overcome the hurdles.

 Unit 3 Making Appointments

Fissare o spostare appuntamenti

In this unit, we will look at the most common expressions used in arranging business appointments: agreeing on the date, time and place. The same phrases can also be used to organise conferences and other types of meetings. Sometimes you have to change or cancel appointments. In this situation, you have to know how to apologise for the inconvenience caused, and suggest an alternative date and time.

 Unit 4 Getting Things Done

Descrivere le varie attività che si svolgono in ufficio

Office workers have a range of activities to perform during an ordinary working day. In this unit, we will look at the English expressions you can use to talk about the duties your job entails and those of your colleagues. The dialogues present two typical situations: calling a meeting with colleagues, and organising a presentation for a client. We will look at some expressions and phrases used in these contexts, for example, questions about other people's availability and their current projects. We will also look at the key elements for making a presentation.

 Unit 5 Coping with the Computer

Parlare di alcune questioni connesse al computer

For better or worse (depending on your attitude and ICT skills), we are never without computers in the office. But one thing is for sure: English language skills certainly help. In this unit, we will practice talking about two aspects of working with computers: choosing which software to buy, and preparing documents for printing. We will look at useful expressions, including the most commonly-used section titles in reports.

BUSINESS BRIEF - STEP 2 (A1)  Unit 6 Travelling

Parlare di un itinerario; risolvere alcuni problemi incontrati in viaggio

Despite how easy it is to communicate in real time with anyone we wish, wherever they are in the world, meeting in person is still the best way to do business. This often means travelling, and English-language skills are extremely useful for international trips. In this unit, we will look at some typical situations: planning an itinerary, and solving those inconvenient little problems that crop up when travelling, such as missing a connection or losing your credit card.

 Unit 7 Doing Business I

Stabilire e mantenere buoni rapporti con i clienti e i fornitori — I

THE CUSTOMER IS ALWAYS RIGHT. This is the first of two units on customer relations. This unit looks at typical expressions used when asking for and giving information. The language itself is simple: there are no new phrases or complicated terms. The trick is to adapt to the case at hand. The first situation is a request for information from a potential customer. The second is a phone call asking for customer service support.

 Unit 8 Doing Business II

Stabilire e mantenere buoni rapporti con i clienti e i fornitori — II

Our theme continues in this unit with the typical language used in customer-supplier relations. The first situation is a failed delivery of some goods while the second deals with an unpaid invoice. Both examples involve making a complaint, so the tone of conversation is crucial: how to be firm without being rude, and how to solve problems with tact and diplomacy.

 Unit 9 Writing Letters and e-mails

Elementi base di una lettera commerciale o di un e-mail

A well-written letter is like a good business card: it says a lot more than the words themselves. This is why it is absolutely essential to use the best, most appropriate expressions and ensure you do so correctly. This unit takes a brief look at the language used in typical English business correspondence via letters and emails. Obviously, the content itself is up to you: we simply show you how to put it together properly.

 Unit 10 Socialising

Alcune indicazioni su cosa dire “al di fuori della sala riunioni”

This last unit looks at cultivating social relations using "small talk". This expression refers to all those niceties that allow you, for example, to chat with someone you have just met at an international conference, or with friends and acquaintances in relaxed situations, such as coffee breaks at a seminar or at after-work drinks. Once you have found a topic of common interest, the conversation can go in any direction and can often pave the way for more consolidated, profitable business contacts. “Making small talk” is an art you will not only have to learn, but something you will have to practise until you perform with ease and confidence. This unit offers you the chance to do just that.

BUSINESS ACCESS - STEP 1 (A2/B1)  Unit 1 Making a Contact

Presentarsi e presentare la propria azienda

The business world is based on seeking and making new contacts. Be it at meetings, conferences, on business trips or even in a social context, the way you introduce yourself is of prime importance. Knowing how to describe your company in the briefest, and most appropriate way is essential. This unit provides useful expressions for introducing yourself spontaneously, while also describing your job and company in a concise and effective manner.

 Unit 2 Describing a Project and a Service

Parlare di un progetto e descrivere un servizio

This is the first of two units focussing on descriptions. We look in detail at useful expressions both for outlining a new project and for illustrating a product. The language of description itself is not hard, however, sometimes you might need to use technical terms. Our examples include the presentation of a new project and the description of a new product which has yet to be launched on the market.

 Unit 3 Describing Trends and Changes

Descrivere l’andamento delle vendite

This unit continues the theme of description. A positive trend in sales, production, shares and so forth is key to a company's successful progress. It is not always easy to discuss these issues, however. Certainly, much depends on how things are going, but more often than not, it is the very people to whom we are presenting our company who make our jobs more difficult. The first situation concerns the sales trend for the previous financial year, while the second is a forecast for the forthcoming twelve months. In both examples, the key point is talking about figures and using prepositions to refer to a specific time when a given event took place.

 Unit 4 Welcoming a Client

Ricevere un cliente

Everyone knows how important it is in the business world to make a good impression. This is true in a wide range of situations, particularly in customer relations. You can receive a customer in a formal or friendly manner, but whichever the case, the impression you make is crucial. This unit is divided in three parts. The first illustrates a guided tour of a company’s premises; the second, a short summary of a company's history; the third, a flying visit to the town!

 Unit 5 Giving Instructions

Dare istruzioni/ordini

Anyone who works in an office is used to telling others what to do and perhaps even how to do it! Giving instructions/orders to others is not always easy. We have to be both clear and very diplomatic. Sometimes you have to adapt to the situation and person at hand. In this unit, we will look at typical expressions you can use in these types of scenarios. The unit contains three dialogues. The first is telling colleagues what to do; the second, giving directions (not exactly easy!); the third, explaining how to use an overhead projector.

BUSINESS ACCESS - STEP 2 (A2/B1)  Unit 6 Getting Advice

Chiedere e dare consigli

Not a month goes by without some new gadget being launched on the market. Keeping yourself up-to-date gets increasingly difficult, so you often have to ask for advice. This can mean getting technical information or even suggestions on how to approach certain situations. The way you ask questions is always the same, but the person you are asking is not.

This unit looks at three dialogues. The first is about how to ask for professional advice; the second also involves a work situation. The third, instead, is a mix of a work dialogue and what approach you should take to make a good impression.

 Unit 7 Entertaining a Client

Intrattenere un cliente

The previous units have given us a taste of what to say when welcoming a client. There are other less formal, but no less important, aspects to bear in mind. For example, you don't always receive a foreign customer in your office, more often then not you will opt to have your meeting elsewhere, in more pleasant surroundings. This unit looks at some of the expressions that come in handy in these situations. In part one, two colleagues are arranging an evening out on the town; parts two and three follow two colleagues out on a business meal.

 Unit 8 Making a Deal

Trattare un affare

Business negotiations are a very delicate matter, requiring both clarity and persuasion. As in all situations, there is a right way of doing things. Naturally, there are some phrases that it is good to know so as to face the key moments of a negotiation with greater confidence. This unit comprises two dialogues. The first involves talking about required time frames and delivery, while the second discusses possible employment.

 Unit 9 Sorting Things Out

Risolvere problemi

Despite all the modern technology at our disposal today, mistakes remain a common problem. Unfortunately, we can't always shrug our shoulders and sigh "To err is human". When we make a mistake, we have to make up for it in the best way possible. This unit looks at some handy expressions for making a complaint or reporting mistakes made by others. The first dialogue demonstrates how to solve the problem of an incorrect estimate; the second is about an unacceptable draft of a catalogue; the third involves a passenger who can't board his flight because it is overbooked.

 Unit 10 Differences

Differenze linguistiche

The last unit looks at how to avoid the most common pitfalls and making a bad impression with foreign customers at home and abroad. Unfortunately, it is all too easy to find ourselves in embarrassing situations. The dialogues have been chosen as examples. The first two deal with cultural differences. The last one looks at a misunderstanding between an American and a British person.

3. Workshop “CULTURAL DIFFERENCES” Destinatari:

- Management - Capi Servizio - Personale operativo

Livello minimo per partecipare :

Durata del Workshop :

4 ore

N° partecipanti:

minimo 4 massimo 6 persone

E’ importante avere la consapevolezza che la lingua non è l'unico ostacolo per una buona performance professionale di coloro che si devono relazionare con clienti provenienti dalle più svariate parti del mondo. Esistono numerose barriere culturali che possono impedire di svolgere con cura e professionalità il proprio incarico. Questo workshop vuole essere un supporto a superare alcune di queste barriere aiutando, non solo da un punto di vista linguistico, a capire quanto sia importante sviluppare capacità di comprensione culturale. Imparare a superare le barriere culturali che ostacolano la comunicazione favorirà il sorgere sinergie per sviluppare una relazione positiva, che riassume in sé il meglio delle due realtà entrate in contatto ( cliente e operatore del servizio) trasmettendo a entrambe la percezione di avere raggiunto i propri obiettivi (delivery del servizio - comprensione/soddisfazione del bisogno)

CULTURAL DIFFERENCES

Workshop per personale operativo e capi servizio

Workshop per il management

 Introduction skills  Background knowledge (Country Profile)  I can help you!  The do’s and the don’ts  A world of words to say the same thing

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Where are the guests from Outlining the culture Different Countries = different cultures: Japan, India, Germany, USA, Russia, Middle East  The do’s and the don’ts  A world of words to say the same thing

Workshop “ITALIAN STYLE”

Destinatari:

- Management - Capi Servizio - Personale operativo

Livello minimo per partecipare :

Durata del Workshop :

4 ore

N° partecipanti:

minimo 4 massimo 6 persone

Il brand “Italy” rappresenta un fantastico strumento di marketing a nostra disposizione e spesso non adeguatamente valorizzato per far conoscere le nostre aziende. In previsione anche dell’EXPO 2015 tutti i settori e in particolare l’industria alberghiera, debbono essere preparati a conversare “con talento” in inglese sul concetto espresso dal termine Italian Style per attrarre e avvicinare l’interlocutore straniero a ciò che distingue il nostro Paese rendendolo unico. Il workshop si propone di dare un set di argomenti e spunti per essere in grado di mantenere alto il livello di qualsiasi conversazione volta a svelare e comunicare il “Belpaese”. L’inglese non sarà lo scopo ma lo strumento per far conoscere ed apprezzare uno stile di vita e di cultura che si riflette anche nell’hospitality.

ITALIAN STYLE Workshop per personale operativo e capi servizio

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Welcome to Italy Fashion & design Where to go & what to see Milan – Rome – Naples

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Specialities of the regions

ITALIAN STYLE Workshop per il management

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Welcoming Expo 2015 La Dolce Vita Italians setting the trend Art & design Food & wine

5. Workshop ““EEN NG GLLIISSH H LLAAN NG GU UAAG GEE AASSSSEESSSSM MEEN NTT SSKKIILLLLSS IIN N TTH HEE H HO OTTEELL IIN ND DU USSTTRRYY”” Destinatari:

Responsabili Ricerca & Selezione

Livello minimo per partecipare :

Durata del Workshop :

6 ore

N° partecipanti:

minimo 4 massimo 6 persone

Questo workshop è stato pensato appositamente per integrare le competenze dei Responsabili Recruiting dell’industria alberghiera circa la valutazione degli skills linguistici dei candidati o del personale dipendente. L’obiettivo è individuare e comprendere compiutamente le tematiche legate ai livelli di competenza previsti dal CEF per ottenere un miglioramento qualitativo nelle verifiche aziendali alle esigenze di unità operativa alberghiera o di sede centrale in vista di un inserimento di risorse qualificate nelle stesse o di una mappatura delle competenze.

English Language Assessment Skills 

Understanding the CEF levels (THE COMMON EUROPEAN FRAMEWORK OF REFERENCE)

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Core competencies &expectation at each level Targeted evaluations 1. HOTEL STAFF  Do you know this in English?  Do you know how to do this in English? o Restaurant & bar staff o Breakfast o Reception o Booking o Housekeeping o MICE o Bellboys & Maintenance

2. MANAGEMENT  Do you know this in English?  Do you know how to do this in English? o Describing a project o Entertaining a client o Writing letters and e-mails o Talking on the phone o Describing Trends & changes  25 top questions to create value when interviewing

Language activation HR: Role Play interview ( Yes you can!)