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There are several expressions used to deliver confirmation and cancellation. Examples of expressions used to make confirmation are : · I Would like to confirm about my table for dinner tomorrow morning· I Call on behalf of my General Manager to confirm his appointment with Mr. Edwards tomorrow· I want to make confirmations about my booking .Examples of expressions used to make cancellations are:· I regret to tell you that I have to cancel this meeting.· I am sorry but I have to make cancellation on the seats I have reserved.· We regret to tell you that we have to cancel our order.· I’m sorry that I have to cancel my booking. |
ACTIVITY 3
Complete the following dialogue using your own words.
Man : Good Evening. Can I help you?
You : …….
Man : May I know your name , please?
You : ….
Man : Yes, we have two single bedrooms reserved with your name from April 27, to April 30,2006..?
You : ….
Man : well, all right then, your reservation is officially cancelled.
You : ……and…..
Man : It’s all right, cancellation happens sometimes.
READING
ACTIVITY 1
READ THE PASSAGE CAREFULLY. PAY ATTENTION TO YOUR INTONATION AND PRONOUNCATION.
COMMUNICATION AND HUMAN RELATOINS
Communications and human relations are tightly related to each other. To speak of one without the other is difficult. Communication is the main highway to all human relations. It is through the transmission of thought, belief, opinion, and information, and through intercourse of words, letters, and messages that we shape our relations with others. Compatibility and good feeling, Where -ever they exist, Whether between and among nations or individuals are a result , in most instances, of effective communication. Mental attitude, tone, psychological approach, timing, expressions, and method of presentation-all are vital to successful communication.
The terms of communication and communications should be differentiated. Communication refers to the transmission of thought in general. It signifies what –ever is communicated and transmitted. Communications indicates the various means employed, such as telephone messages, telegrams, business letters, and memoranda. Like the telephone operator, the receptionist, the interviewer, the correspondent, the salesman, the messenger or the delivery driver, help to make communication possible.
Human relations in business and industry are concerned with people and their relationships during their workday world. It includes external relations with other organizations or companies and internal relation. Internal relation includes public relation functions and activities, within an organization , that is labor relations, or relation between management and unions, employee relations or relations between employer and employee, or personnel relations such relation in recruiting , interviewing, selecting, and Hiring employees.
Many companies recognize the influence of good employee relations upon public relations. In fact, they regard their employees as representative of the public and realize that good employee relation is in the direction of good public relations . This idea has merit provided, that management does not lose sight of the fact that much more personal relationship should exist between itself and its employees that between itself and the general public.
ACTIVITY 2
Answer the following questions based on the passage above.
1. How do we shape our relationships between others?
2. What is the result of effective communication?
3. Differentiate between communication and communications
4. What does human relations in business and industry concern with?
5. Is the relation between management and employees considered as external relation ?
6. What do many companies recognize?
ACTIVITY 3
Find the synonym of the following words taken from the passage, from the words in the box.
| A B C D | Closely Consider Interaction Imply |
| E F G H | Form Be present Know distinguish |
1. Recognize =…
2. Signify =…
3. Shape =…
4. Tightly =…
5. Exist =…
6. Regard =…
7. Intercourse =…
8. Differentiate =…
ACTIVITY 4
Complete the following sentences using the words from the box above. Make any changes as necessary
1. We must … the budget for establishing facilities and the budget for productions
2. The escalation of lung cancer … that the bad habit of smoking cigarette in the society is getting worse.
3. Good attitude, good behavior, good character of parents are good examples to … good children.
4. At first, experts… women to be at low risk from HIV.
5. All entrepreneurs… that a strategic place is one of very important points to establish a business.
6. As Mr. Briggs’s trusty man, Mr logins must… in every meeting he has and attends.
AVCTIVITY 5
Read the passage below aloud, pay attention to your intonation and pronunciation.
MANNERS MAKE A MAN
We can buy many things in this worlds with money. But good manners, like friendship, love, and respect can not be gained with money. It can only be obtained through early foundation with the aid of understanding parents and teachers. That way in school, teachers not only prepare but also us for work in the future, but also teach us good manners. Parents take care of the children with love and affections, giving the children good examples of behavior, and teaching them moral values.
Good manners mean good behavior and the right way of doing things. Thus, it is one of the most distinctive characteristics of a person. Through our manners, friends can judge us and respect or despise us, and we can develop a greater love for and friendships with our fellows beings. If we are snobbish, rude, impudent, and vulgar in speech, people will shrink away from us.
In the business world, good manners are essentials. Service industry as hotel and restaurant will lose their customers if they can not give them good service. For example, when there is a complaint from the customers, they have to respond it seriously. They must not feel annoyed or angry even if the customers is cancelling the reservation without any strong reason. Despite his or her annoying behavior, the customers will feel disappointed if their information is not regarded as important or the hotel staffs give response insolently.
Nonetheless, not only services providers who must have good manners. In fact, good customers must have goods manners, too. They should behave politely. If they have a complaint, he must deliver the complaint politely. If he cancels his reservation or order, they may express a regret for the cancellation. Moreover, good customers also can give compliments to the hotel or restaurant for the s
In short, having good manners is important, not only in a business world, but also at home, in the society, and everywhere. If we like to get along well with other s, be respected, and be successful in business, we must have good manners.
ACTIVITY 6
1. What is the passage above?
2. Who help someone to obtain good manners?
3. What do good manners mean?
4. What happen if someone doesn’t have good manners?
5. Mention some examples of good manners?
6. Mentions some examples bad manners?
ACTIVITY 7
Match the description below with the words in the box
1. Move back or away, especially because of fear or disgust
2. A polite expression of praise or admiration.
3. Feel contempt.
4. An underlying basis or principle for something.
5. Form an opinion or conclusion about something.
a) Foundation b) judge
c) shrink away d) despise e) compliment
ACTIVITY 8
Fill in the blanks using the words provided below.
Make any changes as necessary.
1. Good quality of a product can be … according to the choice of materials , the outcome, and the price.
2. His colleagues seemed did not want to interact with him because of his arrogant….
3. Being courteous and skillful are some basic…for those who work in service industry to serve the customers well.
4. My boss paid my team and me an enormous…. For winning the tender.
5. Whether you are in a good mood or bad mood, you have to… to your parent’s questions and words politely.
6. The project was threatened with… by the government.
a. Respond
b. Foundation
c. Cancellation
d. Judge
e. Compliment
f.
| REVIEW ON MODAL AUXILIARY |
GRAMMAR
ACTIVITY I
Would
Below are several uses of modal auxiliary would.
1. Assumption, possibility:
That would be delicious soup, I suppose.
2. Would after wish expressions a strong desire .
I wish you would not waste your time to much.
3. To indicate a more polite invitation or request;
Would you have coffee with us, Sometimes?
Would you lend me your book, please?
ACTIVITY 2
Choose the correct modals
1. Don’t worry, I (should, would, must) be punctual.
2. (should, would, Could) you like another cup of coffee?
3. (shall, will, Would) I carry the baggage into the house for you?
4. You ( mustn’t, shouldn’t, wouldn’t) light a match. The room is full of gas.
5. Mr. President (need, should, would) make a statement tomorrow.
6. Billy said that I (would, could, must) use his telephone anytime.
7. I wish he (should, must, would) tell me earlier about the project.
8. You (would, must, need) pay your debts.
REVIEW SIMPLE PPRESENT |
THE Simple present is used :
1. To express a habitual action
a. He drinks milk everyday.
b. Mr. Pardede gets up at five o’clock.
2. To express general truth
a. The moon rotates the earth.
b. Honey is sweet.
3. In exclamatory sentences, beginning with here and there to express what is actually taking place in the present:
a. There he goes!
b. Here comes the man!
4. To express future event that is part of a fixed timetable or fixed program.
a. The next train is at 09.00 tomorrow morning.
b. The film starts at 21.00
c. When does the coffee shop open?
WRITING
ACTIVITY 1
Read the following explanation carefully.
Letter of confirmation of reservation should be prompt , courteous, and appreciative. The reservations should be described specifically. If the request can not be filled, a prompt explanation and an expressions of regret must be stated. Many hotels and others service industries use telegrams, postcards , or forms letters to confirm reservations as well as when the reservation asked for can not be made. Look at the examples below.
SUBCOMPETENCE IV : MAKING COMFIRMATION AND CANCELLATION (C.4)
WRITTEN BY: SITI REJEKI, S,Pd
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