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Giving Inst ructions
There may be rare occasions when a hotel employee has the opportunity to give instructions to a guest on how to do something or explain a situation or process. For example, a Health Center staff may have to provide instruction on how to operate a piece of equipment, or a business center staff may have to explain to a guest how to operate a copier or FAX machine, or a front desk staff explain to a guest the process needed to extend a visa.
When asking for instructions or giving explanations there are several standard expressions that can be used. Look at these examples.
How do you operate ( … this tread mill)?
Can you show me how to ( …operate this FAX machine)?
What’s the best way to (…hold a putter)?
Do you know how to (... get a visa extended)?
How do I go about (... changing my departure flight)? When giving instructions or explaining things it is useful to use sequence markers, words which guide the listener or reader through the instructions. It is also important to keep the instructions or explanations short and simple. Some of the more common sequence markers are listed below.
first
second
third
forth
after that
next
before that
then
you begin by
the last step is
now
finally
Dialogues Guest: How
do you operate this tread mill?
Staff: First, turn it on then set the controls for speed, distance, or time. Last,
press the start button.
Guest: Can you show me how to hold the putter?
Staff: First, grasp the club with your left hand. Your thumb should be pointing
down and parallel to the shaft. Next, put your right hand below your left
hand, with your right pinkie finger touching your left index finger. Grip
the shaft by placing the palm of your right hand over your left thumb.
Your right thumb should also be pointing down and parallel to the shaft.
Guest: Do you know how to make a paper kite?
Staff: Sure, first, get two thin stripes of light weight balsa wood, one three feet
long and one two feet long. Next,
join the strips together forming a T
shape. After that, run twine from each end of the wooden strips,
forming a diamond shape. Then, glue large sheets of paper onto the
twine and wooden strips, so the diamond shape is covered with paper.
Last, attach a long piece of string to the kite, where the two strips of
wood cross to form the T. Guest: How do I send a FAX?
Staff: First, put the paper into the feeder. Then, enter the phone number it is
being sent to. Finally, hit send. Practice Practice using the above expressions by having a dialogue similar to the ones above with a partner, one partner taking the role of the guest and the other the role of the staff. For additional practice, switch roles. Practice the dialogue several times, trying to use all of the expressions noted above.
More Practice Role play the following situations with a partner, one person taking the role of the guest and the other person taking the role of a hotel staff.
The guest asks how to change a flight to the following day The guest asks how to extend his visa The guest asks how to play a Thai game The guest asks how to send a FAX The guest asks how to open a bank account
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