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Listening and Speaking Handout for SMK

Posted on: July 31, 2010

Handout Listening and Speaking for SMK

Listening and Speaking Handout

Prepared for:

The training of SMK Sekolah Standard Nasional English Teachers

Jawa Tengah



Dra. Maria Regina Dyah Pramesti


Asking for and giving directions

A. Indoor

1. What do you know?

1.1. Look at the map of the Wellington Hotel ( picture 1 ). What would you say if you were at the Front Desk and someone ask you these question:

  • Where’s the coffee shop?
  • Where are the hotel shops?
  • Where’s the Roof Garden?
  • Where’s the Manager’s Office?
  • Where’s the Napoleon Restaurant?

2. Listening

2.1. Listen to 5 enquiries about where things are in the Wellington Hotel. Then answer these questions:

  1. At which end of the coffee shop is the Terrace Café?
  2. What are the tennis courts part of? What are they next to?
  3. What other bar does the clerk mention? Where is it?
  4. According to the clerk, the souvenir shop is the ………. shop on the right, and it is …………..  the barber’s.
  5. How will the guest recognize the disco? What does the clerk say?

2.2. Listen again and complete the enquiries.

  1. How can I ………… to the Terrace Café please? It’s on ……………… floor.

Go  ……………… through the coffee shop, and you’ll ……………. it just              .………. of you.

  1. Could you possibly …………… me to the tennis court, please?

If you go …………… through the main door you’ll see them on the left …………….. you go out.

  1. We’re ……………… for the bar.

The lobby bar is just ……………… there, …………. you madam.

  1. Is this the right ……………. for the souvenir shop?

Just go along to the ………………. of the ………………… You’ll see it ………………… the bank.

  1. Can you ………………… me the ……………….. to the disco please?

Yes. Just go ……………. These stairs and follow the corridor along to your right.

3. Points for practice

3.1. Work with a partner. Look at the plan of the Wellington Hotel again. Complete the enquiries below with these words:

the conference rooms                the lecture theatre                     Mr. Johnson

the manager                              a public pay phone                    a taxi

  1. A         : Excuse me. I’m trying to find ………………

B          : They’re all facing the open lounge. Along to your left, and straight on,

past the lifts.

2.  A          : which way are ……………………………?

B          : Along there to your left, madam. Past the cloakroom and the ladies’

room, next to the lift.

3.  A          : Can you tell me where I’ll find ………………? I have an appointment.

B           : Upstairs, on the first floor, sir. I’ll just give a ring to make sure he’s in.

4.  A          : Where can I get ……………………………….?

B           : They’re on your right as you go outside the main entrance. The Hall

Porter will find one for you.

5.   A         : Excuse me. Am I going the right way for ……………………?

B          : Yes. Through the open lounge and then turn right.

It’s next to the conference rooms.

3.2. Imagine you are standing near the reception desk. Ask and answer questions about any place on the hotel plan, like this:

A         :  – Where’s ……………………….?

– I’m looking for …………………

– Can you tell me the way to ……………………….?

– Can you tell me where ………… is?

– Can you tell me where I’ll find …………………….?

– Could you direct me to …………………?

– Am I going the right way for ……………………..?

B          :  – It’s on this floor / in the basement / over there / next to …… / on your right as

You go out, etc.

– ( Go ) along the corridor / downstairs / through the lounge / to your left, etc.

You’ll see it just in front of you, etc.

B. Outdoor

1. Listening

1.1. Take a look at the map ( picture 2 ). As you listen, follow the guests’ routes on the map. What places of interest do they pass?

1.2 Look at the map ( picture 3 ) and listen to the tape. A waitress in the Boston Restaurant is giving directions on the telephone to a customer who is coming from the Grand Theatre. Write in the names of the landmarks, streets, etc., which the waitress mentions.

When you leave the teatre, turn left,  and go along Hay Street. Go straight on as far as

…………………, then turn left into …………………… Go past the …………………

on your left , and go straight on, in the direction of ……………….. You’ll cross …………………. , and just after that, the road forks. Take the right fork, you’ll now be in ………………….. Then take the third turning on your right, that’s ……………………

You’ll see the restaurant on your left. It’s just after the …………………… and just before the …………………..

2. Point for practice

With a partner, plan and write down directions for someone who wants to get from the hospital to the Gourmet Restaurant. Begin with: When you leave the hospital ……………

Mention these places in your directions:

a. New Road                                        f. Green Square

b. Corn Bridge                                     g. The Eden Roundabout

c. Park Street                                       h. Hay Street

d. Eden                                                i. Sussex Street

e. The Post Office                                 j. Sidney Street

Then, with your partner, join another pair of students. Read aloud and compare your directions and theirs, for each stage of the journey, one stage at a time. Discuss the different sets of directions and decide which is better.


Enquiring about where things / places are:

–         Where’s …………………?

–         I’m looking for / trying to find ………………..

–         Can you tell me the way to ……………………

–         Could you direct me to ……………………….?

–         Am I going the right way for …………………?

–         How can I get to ………………..?

–         Which way is ……………………?

Giving directions

a. Location

It’s on the first floor / in the basement / over there / beside … / next to … /

opposite … / on your left / in ( Am. E = on ) Duke street, not far from, just before

– after ……. / on the corner of ………..

b. Movement

Go along ….. / through ….. / left / to your left / downstairs ….. / straight ahead.

Turn right ( at the end of the corridor )

Follow the sign to …….

Take the second turning

c. Recognition

You’ll see it ( right in front of  you / on your left )

You can’t miss it.


Using the Telephone

1. What do you know?

If you are a Telephone Operator or a Receptionist what do you say to a Caller:

  • if you want the caller to wait a few second?
  • if you cannot hear what the Caller says?
  • if you tell the Caller you are going to connect the call?
  • if the guest does not answer?
  • if the guest is already using the telephone?
  • if you invite the Caller to leave a message?

2. Listening

2.1. Listen to conversation 1. Is the call successful? Now answer these questions.

1. How does the Operator answer the phone?


2. How does the caller ask for the person he wants?


3. How does Mr. Krantz answer the phone?


4. How does the caller introduce himself?


2.2. Listen to conversation 2. Is the call successful? Now answer these questions.

1. What does the Operator say when she does not hear the name?


2. How does the Caller make the name clear?


3. How does the operator tell the Caller to wait?


4. What does the Operator say when the Guest does not answer?


2.3. Listen to conversation 3. Is the call successful? Now answer these questions.

1. What does the Operator say when she is trying to connect the call?

a. Just hold __________________________________________ , please.

b. I’ll _______________________________________________

c. I’m still ___________________________________________

2. What does the Operator say when she finds the number is engaged?

a. I’m sorry, _______________________________________

b. Would you like __________________________________

3. What does the Caller say?

a. No, it’s ______________________________

b. I’ll _________________________________

3. Points for practice

3.1. In the listening section you heard phrases spoken by the Caller, Operator and the Guest.

Read the situation below. Write what the people say. You can see a full list of the phrases in Language Reference at the end.

  1. It is 09.15 a.m. The Operator at the Paradise Hotel answers the telephone.
  2. Tom Feng wants to speak to Mr. Cox who is staying in Room 247.
  3. The line is bad, so the Operator does not hear the name and room number clearly.
  4. Tom makes the name and room number clear.
  5. The Operator tells Tom Feng to wait, and promise to make the connection.
  6. Bill Cox answers the telephone.
  7. Tom introduces himself. He is phoning about the meeting they arranged. He wants to change the time of the meeting to 3 p.m. instead of 2.30.
  8. Bill Cox says there is no problem about changing the time.

3.2. Work with your partner. Act out these situations:

  1. The caller wants to speak to the Assistant manager, but the line is engaged. The Caller does not want to hold. The Operator offers to ask the assistant manager to call back, and writes down the caller’s name and telephone number.
  1. The caller, Mr. Leconte wants to speak to Miss Offroy in Room 201. The Operator calls the number, but there is no reply. The caller leaves a message that he will meet Miss Offroy  at the usual place, tomorrow. The Operator promises to tell Miss Offroy the message.
  1. The Caller, Mr. Dupont, wants to speak to George Stakis. The line is bad, so the Operator does not hear the name very clearly. The Caller makes it clear. The Operator asks the Caller the room number but he does not know. The Operator checks the guest list and put the call through. Mr. George Stakis answers the call.
  1. You want to telephone someone in the room. The Operator calls the number, but there is no answer. Leave any message you like. The Operator repeats the message and promise that your friend will get the message as soon as he arrives.


Expressions used by the Operator:

  • When answering the phone: Good morning, etc. NAME OF OFFICE. May I help        you? ( May I help you is optional )
  • On hearing who the caller wants: Hold the line please, I’ll put you through.
  • When the number starts ringing: ( It’s ) ringing for you now.
  • After failure to connect first time: ( I’m ) still trying to connect you.
  • If the person doesn’t answer: I’m sorry, there’s no reply / answer. I’m sorry I’m            not getting any reply / answer.
  • If the person is using the telephone: I’m sorry, the number is engaged / busy.
  • Offering to take a message: Would you like to leave a message?  Can I take a   message? Can I give him a message?
  • Offering to arrange a return call: Shall I ask him to call you back?

Expressions used by the caller:

  • Can I speak to NAME, please?
  • Hello, is that NAME?
  • This is NAME.
  • Could you give him a message?
  • Could you ask him to call me at TELEPHONE NUMBER?
  • Could you tell him I called, please?

Spelling on the phone and phone numbers

When a letter is doubled in a name, British people usually say ‘ double N ‘. Thus Anne would be spelt A – double N – E. Similarly for numbers: 5772 would be said five – double seven – two. Americans would probably say the same letter or number twice.

The number 0 is usually said as ‘oh’ in Britain but ‘ zero’ in America.

Some further expressions in British and American English.

British English                                                American English

A long distance call                                           a trunk call

A reverse charge call                                        a collect call

Area code                                                        routing number

Directory Enquiries                                           Directory Assistance

Engaged                                                           busy



1. What do you know?

  1. What do guests usually say when they make a reservation?
  2. What information does the Reception Clerk need?
  3. How can the Reception Clerk do these things?
    • Find out what type of room the guest need
    • Find out when the guest wants the room
    • Find out how long the guest plans to stay
    • Offer a room
    • Say the room rate
    • Find out the guest’s name
    • Finish the conversation politely

2. Listening

2.1. Look at this table. It shows some things a Reception Clerk might do. Listen to conversation 1. Try to match parts of the conversation with the ticks in the table below.

Ask about the type of room Ask about the date of arrival Ask about the length of stay Offer a room Say the room rate Ask if suitable Ask the guest’s name Finish politely
v v v v v v

2.2. Listen again. Fill in the sentences from the conversation.

GUEST            : Do you _________ a __________ for __________ __________, please?

CLERK           : Would that be a __________ ___________, madam?

GUEST            : Yes, a ___________ __________ .

CLERK           : And how long __________ you be _____________ ?

GUEST            : I’d be ____________ two ___________ .

CLERK           : Two nights. I can give you a _____________ room at ________ a night,

Including breakfast. ___________ that be _____________ ?

GUEST            : Yes, that would be _________________ . The _____________ is White,

Mrs. Margaret White.

CLERK           : Very ________ Mrs. White. We _______ _________   to seeing you.

2.3. Now listen to conversation 2 and 3. Tick the correct boxes.

Ask about the type of room Ask about the date of arrival Ask about the length of stay Offer a room Say the room rate Ask if suitable Ask the guest’s name Finish politely

2.4. Listen to the dialogue. Then fill the table below.


Name of customer: ________________________ Room type: _____________________

Date of arrival: ___________________________ Room rate: ______________________

Length of stay: ___________________________ Time of arrival: __________________

2.5. Listen to the three dialogues on the tape. Match the expressions you hear in the dialogues with the ideas below. Write down the expressions you hear.

The customer wishes to reserve a room.

Dialogue 1 __________________________________________________________

Dialogue 2 __________________________________________________________

Dialogue 3 __________________________________________________________

The clerk asks about the type of room needed.

Dialogue 1 __________________________________________________________

Dialogue 2 __________________________________________________________

Dialogue 3 __________________________________________________________

The clerk asks about length of stay.

Dialogue 1 __________________________________________________________

Dialogue 2 __________________________________________________________

Dialogue 3 __________________________________________________________

The clerk offers a particular type of room.

Dialogue 1 __________________________________________________________

Dialogue 2 __________________________________________________________

Dialogue 3 __________________________________________________________

The clerk asks about suitability.

Dialogue 1 __________________________________________________________

Dialogue 2 __________________________________________________________

Dialogue 3 __________________________________________________________

The clerk talks about the room rate.

Dialogue 1 __________________________________________________________

Dialogue 2 __________________________________________________________

Dialogue 3 __________________________________________________________

The asks the customer’s name

Dialogue 1___________________________________________________________

Dialogue 2 ___________________________________________________________

Dialogue 3 ___________________________________________________________

The clerk repeats the reservation details, welcomes the customer, etc.

Dialogue 1 ___________________________________________________________

Dialogue 2 ___________________________________________________________

Dialogue 3 ___________________________________________________________

3. Point for practice

3.1. Work with a partner.

A : Telephone B to make a reservation. Be ready to give details of the dates and the type of room you need. Find out what B can offer you. Decide whether to make a firm reservation or not.

B : You are a Reservation Clerk. You are unable to give A exactly what he/she wants, but you can offer an alternative. For example, you can offer:

a. the dates he/she wants, but with a different type of room

b. the room type he/she wants, but for different dates


The customer says:

Requesting a reservation

Have you got a room … ?, I’d like to reserve / book a room …, Can I reserve a           room …?

The Reception Clerk says:

  • Asking about room type

For how many?;  Is that a single room, sir?;  Single, double, or twin room?;

Would you like a room with bathroom?

  • Asking about length of stay

( For ) how many nights?; How many nights are you planning to stay?; How             many nights will you be staying?

  • Offering a room

We can give you a ( single ) room at ( $ 125 ) a night.

  • Asking about suitability

Would that be suitable?; would that suit you?

  • Asking about the name

( And ) the name, please?; And your name is ….?; What was the name. please?; And could I have your name, please?

  • Asking about time of arrival

What time will / would you be arriving?; Do you know what time you’ll be arriving?

  • Expressing agreement, willingness or understanding

( rather formal ) very good, sir; ( less formal ) That’s fine, sir.

  • Confirming reservation

Thank you, sir / madam.; I’ve reserved Room 113 for you.; The room number is 456.; That’s a ( single ) room at6 ( $ 125 ) a night.

  • Welcoming to the hotel

We look forward to seeing you.; We look forward to having you with us.

  • Apologizing and offering an alternative

I’m sorry. We don’t have a ( single room with bathroom) from the ( third to the fifth  of May ), but we do have a ( single room with shower ) at ( $ 110 ) a night.



1. What do you know?

  • What happens when a guest checks in?
  • What must the guest fill in?
  • What personal details must the guest give?
  • If you have to ask the guest for personal details, what questions can you ask?

For example: – Can I have your surname?

– How do you spell that please?

2. Listening

2.1. Listen to the conversation once through. Answer these questions.

  1. What is the name of the guest?
  2. What kind of room is he going to stay in?
  3. What is the room number?

2.2. Listen again. Answer these questions.

a. How does the receptionist confirm the reservation?

Ah, here we are. That’s a ____________ room, for ______ ______________

b. What does the receptionist say about the room?

I’ve __________ you in _______ _______ . That’s on the _________ _________

c. How does the receptionist ask the guest to fill in the registration card?

If _________ ___________ __________ __________ __________ __________

___________ the registration card.

d. What will happen when the guest fills in the card? What does the receptionist say?

And then the ____________ will ________ _________ _______ _________

__________ room.

2.3. Listen to part of another conversation. This time, the receptionist is filling in the registration card for the guest. Fill in the card below.


Surname :_________________________       Room Number : __________________

Other names : _____________________        Occupants : Adults ____________

Children ___________

Nationality : ______________________        Arrival date : ____________________

Address : _________________________       Departure date : __________________




Occupation : ______________________

Place of birth : _____________________

ID no. : __________________________

Next destination : __________________
Method of payment : ________________

3. Point for practice

Act out check-in conversations with one or more partners. One of you is a guest, the other is a receptionist. Notice these stages:

THE GUEST : wants to check in


  • Checks the guest’s name
  • Finds the reservation form
  • Confirms the type of room
  • Checks the length of stay
  • Checks how the guests is going to pay
  • Tells the guest where the room is
  • Gives the guest the registration form to fill in
  • Gives the guest the key to the room
  • Mentions the porter / luggage

To make the conversation more realistic, you could make a registration card for an imaginary hotel. You give the guest the card to fill in. Or perhaps you can get a REAL registration card for a REAL hotel.


Phrases when the guest checks in

  • What was the name, please?
  • One moment, please.; Just a moment, please. ; Just a moment till I find it.
  • Here we are. ; I’ve got it here.
  • That’s fine.
  • I’ve put you in Room ( 234 ), it’s on the ( second ) floor.
  • The porter will take you up to your room.
  • I’ll get the porter to take your luggage up for you.

Polite requests or suggestions to guest

  • If you’d ( just ) like to … ( fill in this form, follow the porter, etc.)
  • If I could just ask you to … ( fill in this form, etc. )


  • The if-clause can stand on its own:

If you’d like to fill in this form. ( this is enough as a request )

  • But it can also be followed by a clause with will:

If you’d like to fill in this form, I’ll give you the key.

Responding to requests by guests

  • Yes, of course
  • Yes indeed
  • Certainly
  • No problem

Questions to help fill in forms

  • Can I have    you ( surname, etc. ) ?
  • How do you spell that?
  • And your ( nationality, etc. ) ?
  • Can you tell me your ( next destination, etc. ) ?
  • Where are you going after this?
  • How are you going to pay?

1 Response to "Listening and Speaking Handout for SMK"

thank you sir!!

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