Manual Língua Inglesa - Serviço de Rouparia - Lavandaria

2

ndice

Introduo.3

Describing people....4

Womens clothes.11

Mens wear..12

Exercises13

Verb have got..15

Laundry vocabulary....19

Laundry process..23

Laundry services.24

Return in..25

Sleepwear, underwear, footwear vocabulary26

Clothing and footwear vocabulary..27

Clothing and outwear28

Clothing problems and alterations..30

Types of clothing and material.31

Patterns and sizes...32

Clothing sizes..33

Laundry services- How to use hotel laundry services39

Hotel Laundry job description..41

Care symbols...43

Complaining in English presentation...48

Complaining in English..51

3

Introduo

Este manual foi concebido e pensado para os formandos do curso de

Empregado(a) de Andares, mais particularmente para o mdulo de Lngua Inglesa-

servio de rouparia - lavandaria. Pretende-se que os formandos adquiram

conhecimentos sobre as lavandarias dos hotis e para tal acontecer tem de existir

um conhecimento prvio de vocabulrio especfico referente aos produtos de

limpeza existentes, bem como vocabulrio referente roupa. O objetivo principal

delineado para o final do mdulo dominar as tcnicas de informao a clientes

relativamente ao servio de rouparia-lavandaria em lngua inglesa, Este o objetivo

principal que se espera que os formandos atinjam, no entanto este objetivo divide-

se em objetivos especficos sendo esses:

Vocabulrio especfico profisso: Caracterizao fsica da pessoa; Roupa de

homem/senhora e criana

Estruturas gramaticais e lexicais

Interpretao de mensagens orais e escritas em lngua inglesa

Expresso oral e escrita

Procedimentos de atendimento e informao a clientes: Prestao de

informaes; Diagnstico das necessidades e expectativas do cliente no

mbito da lavandaria e tratamento da roupa; A qualidade do servio de

rouparia-lavandaria; Troca de agradecimentos e despedidas; Tratamento de

reclamaes/conflitos e outras situaes

Para que os formandos atinjam de forma positiva estes objetivos so utilizadas

variadas metodologias e estratgias, tais como leitura expressiva, visionamento de

pequenos vdeos, fichas de consolidao, entre outros. Investe este manual, em

suma, na lngua inglesa virada para a profisso de empregado(a) de andares.

A formadora Vera Tira-Picos

4

DESCRIBING PEOPLE

VOCABULARY HANDOUT

ENGLISH

PORTUGUESE ENGLISH

PORTUGUESE

Bald Careca Short Baixo

Straight hair Cabelo liso Tall Alto

Wavy hair Cabelo ondulado Medium height De altura mdia

Curly hair Cabelo encaracolado Overweight Com peso

excessivo

Blonde hair Cabelo loiro Tubby Gorducho,

pesado, sem

graa

Red hair Cabelo ruivo

Short hair Cabelo curto Plump Gordo

Fair hair Cabelo claro Well built Bem constitudo

Black hair Cabelo preto Skinny Magricelas

Brown hair Cabelo castanho Slim Esbelto

Long hair Cabelo comprido Thin Magro

Dark hair Cabelo escuro Muscular Musculado

White hair Cabelo branco Beautiful Lindo

Grey hair Cabelo grisalho,

cinzento

Attractive Atraente

Long nose Nariz comprido Pretty Bonito

Hooked nose Nariz arqueado,

curvado, em forma de

gancho

Handsome bonito, muito

atraente

Snub nose Nariz arrebitado Good-looking Com boa

aparncia

5

Broad nose Nariz esborrachado,

enorme

Plain Simples na

aparncia

Square face Cara quadrada Ugly Feio

Round face Cara redonda Smartly

dressed

Vestido moda

Oval face Cara oval Well dressed Bem vestido

Heart-shaped

face

Cara em forma de

corao

Elegantly

dressed

Elegantemente

vestido

Long face Cara comprida Casually

dressed

Vestido

casualmente, sem

muita elaborao

no vesturio

Full lips Lbios grandes Scruffily

dressed

Mal-arranjado,

vestido com pouca

limpeza

Thick lips Lbios grossos Neatly

dressed

Vestido com

limpeza

Thin lips Lbios finos Anxious

looking

Ar ansioso

Round eyes Olhos redondos,

arredondados

Happy-looking Ar feliz

Slanting eyes Olhos inclinados,

oblquos, chins

Angry-looking Ar zangado

Almond eyes Olhos amendoados Sad-looking Ar triste

Pointed chin Queixo espetado, em

bico

Tired looking Ar cansado

Double chin Queixo duplo

6

Describing people

1- Choose three people a man, a woman and a child and describe

them according to the vocabulary you have learnt.

Follow the example.

He/ she has got hair , A nose, a(n) face, lips, Eyes and a chin. He/ She is and He/ She is and he/ she has got a

Long/ short ,

curly/ straight,

brown/ black

big/ small oval/ round full/ thick

almond/ green pointed

tall/ short , plump/ thin

beautiful/ attractive ,

happy/ sad,

7

1-Translate English Vocabulary into English.

1. Ol!

2. Bom dia!

3. Boa tarde!

4. Boa tarde ( tardinha)!

5. Boa noite

6. Em que posso ajud-lo/ la?

7. Pode levar a minha camisa para a

lavandaria?

8. Preciso do meu vestido amanh.

9. As minhas calas esto

enxovalhadas.

10. Este fato no o meu.

11. Tm limpeza a seco para fatos?

12. Quanto custa mandar lavar um

vestido?

13. Quanto tempo demora a

lavagem da minha roupa?

14. Entregam a minha roupa no

quarto?

15. Quer mandar limpar o seu

casaco?

8

2- Label the following clothes symbols.

3- Choose two of the following people and characterize them

physically as in the example.

1)

2)

3)

4)

5)

6)

Drip dry Do not use bleach any heat high

do not dry clean

machine wash in lukewarm water at a gentle setting/ reducing agitation

9

4. Translate the following vocabulary to Portuguese.

English Portuguese English Portuguese English Portuguese

Bra Boxers Tanktop

Tie Socks Shirt

Dress Cap Poncho

Suit Bikini Shirt

High heels Babygrow Panties

4.1. Now fill in this table with the vocabulary above.

Womens wear Mens wear Childrens wear

1)

2)

10

5. Complete the dialogue with the given words.

Client: I am calling to know if you have

laundry service?

Receptionist: of course, Sir, what is your name and room number? Client: room number 345 Receptionist: what kind of service do you want? Client: I want my cleaned, please, but be careful, respect the . . Receptionist: of course, Sir our laundry service is very good, I will send the maid to your room to get your suit. Client: and when will it be ready? Receptionist: in three hours; Sir. Anything else, Sir? Client: No, and Receptionist: Goodbye Sir,

1)

John Mitchel thank you Hello suit (2x) good morning goodbye have a nice day

2)

3)

4)

5)

6) 7)

8)

12

MENS WEAR

14

Find the words in the box

belt

bikini

blouse

boots

cap

coat

dress

gloves

hat

jacket

jeans

mittens

overalls

pajamas

pants

sandals

shirt

shoes

shorts

socks

suit

sunglasses

sweater

tie

T-shirt

uniform

vest

skirt

15

Verb Have Got

A. Write the short form f the verb To Have Got

1. I have got = ___________________________

2. you have got = __________________________

3. He has got = ___________________________

4. She has got = ___________________________

5. It has got = ___________________________

6. We have got = __________________________

7. You have got = _________________________

8. they have got =_________________________

16

B. Complete these questions with has or have

1. ________________ you got an English dictionary.

2. _________________ she got a pencil in her pencil case?

3. _________________ your mother got a car?

4. _________________ she got a blue coat?

5. _________________they got flowers in their bedroom?

6. _________________ the children got new toys?

7. ________________ Mary got a bike?

8. ________________ the table got only three legs?

C. Label the pictures

1. ______________

2. ______________

3. ______________

4. ______________

5. ______________

6. ______________

7. ______________

8. ______________

9. ______________

10. ______________

11. ______________

12. ______________

13. ______________

14. ______________

15. ______________

16. ______________

17. ______________

18. ______________

19. ______________

20. ______________

21. ______________

22. ______________

23. ______________

24. ______________

25. ______________

26. ______________

27. ______________

28. ______________

17

D. Fill in the gaps with the correct form of the verb to have got

1. Mark _________________ a new jacket.

2. Sue _________________ a yellow shirt.

3. Lisa and Mary _________________ new school bags.

4. I _________________ two red pencils.

5. we _________________ lots of work.

6. You and I _________________ glasses.

7. The teacher _________________ many books.

E. Rewrite the following sentences in the negative form:

1. I have got sun glasses.

2. ________________________________________________________________________

3. They have got money.

4. ________________________________________________________________________

5. Mary has got a beautiful pet.

6. ________________________________________________________________________

7. Susan and Mark have got a big house

8. ________________________________________________________________________

9. The teacher has got a nice jacket.

10. ________________________________________________________________________

F. Match the patterns with the pictures

flowery patterned spotted plain checked striped

18

1. She is wearing a ___________ ____________ _____________ blouse. (flowery

/ long / blue)

2. My mum likes ____________ _____________ skirts. ( short / checked)

3. Flamenco dancer wear ___________ ____________ dresses. ( spotted / long)

4. I never wear ___________ ____________ _____________scarves. (flowery /

pink / big)

5. No, I havent got ___________ ____________ _____________shirt. (plain /

small / white)

G. Complete the sentences putting the adjectives in the right order:

H. Look at the answers and then ask questions.

1. ____________________________? Yes, Ive got a blue car.

2. ____________________________? No, I havent got a long skirt.

3. ____________________________? yes Mary and John have got lots of toys.

4. ____________________________?-No, he hasnt got new clothes.

19

Laundry

Acquire vocabulary about laundry.

1- Use the words in the box to label the pictures, then translate the

words to Portuguese.

English words Translation

A.

B.

20

C.

D.

E.

F.

G.

H.

I.

English words Translation

1.

2.

3.

4.

5.

6.

7.

fold the laundry unload the washer sort the laundry

hang clothes on the clothesline put things away load the washer

iron hang up clothing load the dryer

21

8.

9.

10.

11.

12.

13.

14.

15.

16.

17.

18.

19.

20.

21.

22.

23.

24.

25.

22

2-Write sentences you can use at work with these words.

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

____________________________________________________________

laundry basket laundry bag light clothing dark clothing laundry

laundry detergent wet clothing fabric softener washer/washing machine

dryer lint trap static cling remover bleach clothesline iron

clothespin ironing board wrinkled clothing ironed clothing

clean clothing spray starch closet hanger drawer shelf-shelves

24

1- LAUNDRY

2- PRESSING

3- DRY CLEANING

1- NORMAL

2- EXPRESS

3- SPECIAL

25

1- FOLDER

2- BAG

3- HANGER

26

SLEEPWEAR, UNDERWEAR, FOOTWEAR 1 pyjamas

2 nightgown

3 nightshirt

4 bathrobe/robe

5 slippers

6 blanket sleeper

7 undershirt/T-shirt

8 (jockey) shorts/underpants/ briefs

9 boxer shorts/boxers

10 athletic supporter/jockstrap

11 long underwear/long Johns

12 socks

13 (bikini) panties

14 briefs/underpants

15 bra

16 camisole

17 half slip

18 (full) slip

19 stockings

20 pantyhose

21 tights

22 knee-highs

23 knee socks

27

CLOTHING AND FOOTWEAR

1 tank top

2 running shorts

3 sweatband

4 jogging suit/ running suit/

warm-up suit

5 T-shirt

6 lycra shorts/ bike shorts

7 sweatshirt

8 sweatpants

9 cover-up

10 swimsuit/bathing suit

11 swimming trunks/ / bathing suit

12 leotard

13 shoes

14 (high) heels

15 pumps

16 loafers

17 sneakers/athletic shoes

18 tennis shoes

19 running shoes

20 high-tops/high-top sneakers

21 sandals

22 thongs/ flip-flops

23 boots

24 work boots

25 hiking boots

26 cowboy boots

27 moccasins

28

CLOTHING AND OUTERWEAR

OUTERWEAR

1 coat

2 overcoat

3 hat

4 jacket

5 scarf/ muffler

6 sweater jacket

7 tights

8 cap

9 leather jacket

10 baseball cap

11 windbreaker

12 raincoat

13 rain hat

14 trench coat

15 umbrella

16 poncho

17 rain jacket

18 rain boots

19 ski hat

20 ski jacket

21 gloves

22 ski mask

23 down jacket

24 mittens

25 parka

26 sunglasses

27 ear muffs

28 down vest

29

CLOTHING

1 blouse

2 skirt

3 shirt

4 pants/slacks

5 sport shirt

6 jeans

7 knit shirt/jersey

8 dress

9 sweater

10 jacket

11 sport coat/

sport jacket/

12 suit

13 three-piece suit

14 tie/necktie

15 uniform

16 T-shirt

17 shorts

18 maternity dress

19 jumpsuit

20 vest

21 jumper

22 blazer

23 tunic

24 leggings

25 overalls

26 turtleneck

27 tuxedo

28 bow tie

29 (evening) gown

30

CLOTHING PROBLEMS AND ALTERATIONS

1-2 long-short

3-4 tight loose/baggy

5-6 large/big small

7-8 high low

9-10 fancy-plain

11-12 heavy-light

13-14 dark-light

15-16 wide narrow

17 stained collar

18 ripped/torn pocket

19 broken zipper

20 missing button

21 shorten the skirt

22 lengthen the sleeves

23 take in the jacket

24 let out the pants

25 fix/repair the seam

31

Types of Clothing

1 long-sleeved shirt

2 short-sleeved shirt

3 sleeveless shirt

4 turtleneck (shirt)

5 V-neck sweater

6 cardigan sweater

7 crewneck sweater

8 turtleneck sweater

9 knee-high socks

10 ankle socks

11 crew socks

12 pierced earrings

13 clip-on earrings

Types of Material

14 corduroy pants

15 leather boots

16 nylon stockings

17 cotton T-shirt

18 denim jacket

19 flannel shirt

20 polyester blouse

21 linen dress

22 silk scarf

23 wool sweater

24 straw hat

32

Patterns

25 striped

26 checked

27 plaid

28 polka-dotted

29 patterned/ print

30 flowered/ floral

31 paisley

32 solid blue

Sizes

33 extra-small

34 small

35 medium

36 large

37 extra-large

33

Clothing Sizes

Any tourist's guide will stress the importance of

packing the right clothes before taking off. For

example, if you're planning on visiting Chicago on

December, you'd better not forget to take along some

heavy clothes because winter temperatures below

zero are quite common in the "Windy City".

During your trip, you also might want to purchase

some more clothes and footwear, in which case, it's

important that you be familiar with system of sizes

from USA, UK, Ireland and Europe comparing with the

brazilian one. The following simple conversion charts

should be helpful to you:

[Traduo do texto acima:]

Numerao de roupas e calados

Qualquer guia turstico ir ressaltar a importncia de colocar

nas malas as roupas certas antes de viajar. Por exemplo, se

estiver a pensar visitar Chicago em dezembro, melhor voc

no se esquecer de levar roupas pesadas, pois, no inverno,

temperaturas abaixo de zero so bastante comuns na

"cidade dos ventos".

Durante sua viagem, talvez queira comprar mais roupas e

calados. Neste caso, importante familiarizar-se com o

sistema de tamanhos anglo-saxnico e europeu comparados

com o brasileiro. As simples tabelas de converso abaixo

podero ser-lhe teis:

-

34

Equivalncias:

P (Pequeno) = S

(Small) G (Grande) = L (Large)

M (Mdio) = M

(Medium)

GG (Extra Grande) =

LX (Extra Large)

Women's Clothing - Vesturio Feminino

Dresses and Suits

Europe

(Italy)/

Brazil

USA

UK

and

Ireland

Europe

(France

Spain

and

Portugal)

Europe

(Scandinavia

and

Germany)

Equivalences

36 2 4 32 30 X-Small

37 4 6 34 32 X-Small/Small

38 6 8 36 34 Small

40 10 10 40 38 Medium

42 12 12 42 40 Large

44 14 14 44 42 Large/ X-Large

46 16 16 46 44 X-Large

48 --x-- 18 --x-- --x-- XX-Large

50 18 20 48 46 1X/2X

52 20 22 50 48 2-X

35

blouses and sweaters Brazil USA UK Europe

40 32 34 40

42 34 36 42

44 36 38 44

46 38 40 46

48 40 42 48

50 42 44 50

shoes Brazil USA and

Canada UK Australia

Europe

(except

Spain)

33 5 2 3 35

34 5 3 4 35

35 6 3 4 36

--x-- 6 4 5 37

36 7 4 5 37

--x-- 7 5 6 38

37 8 5 6 38

--x-- 8 6 7 39

38 9 6 7 40

--x-- 9 7 8 40

39 10 7 8 41

--x-- 10 8 9 41

40 11 9 10 42

--x-- 12 10 11 43

36

41 12 11 12 44

--x-- 14 13 14 45

Men's Clothing - Vesturio Masculino

Shirts Brazil USA UK Europe

36 14 14 36

37 14 14 37

38 15 15 38

39 15 15 39

40 16 16 40

41 16 16 41

42 17 17 42

42 17 17 43

44 18 18 45

Suits Brazil/Europe USA UK

46 36 36

48 38 38

50 40 40

52 42 42

54 44 44

56 46 46

37

Children's Clothing - Vesturio Infantil

Children's

Clothing Brazil

USA and

Canada

UK and

Australia Europe

2 2-3 4 2-3

4 4-5 6 4-5

6 6-6x 8 6-7

8 7-8 10 8-9

10 10 12 10-11

12 12 14 12

Shoes Brazil USA UK Australia Europe

36 5 4 4 37

37 5 5 5 37

38 6 5 5 38

38 6 6 6 38

39 7 6 6 39

39 7 7 7 40

40 8 7 7 41

41 8 8 8 42

42 9-

9 8 8 43

43 10 10 10 44

44 11 11 11 45

45 12 12 12 46

46 14 13 13 48

38

14 14 16 14

16+ 16+ 18 14+

Children's

Shoes Brazil

USA and

Canada

UK and

Australia Europe

18 2,5 1 20

19 4,5 2 21

20 5,5 3 22

21 6 4 23

22 7 5 24

23 7,5 6 24,5

24 8 7 25

25 8,5 8 25,5

26 9 9 26

27 9,5 9 26,5

28 10 10 27

29 10,5 11 28

30 11,5 12 29

31 12,5 13 30

39

How to Use Hotel Laundry Services

By Abigail Adams, eHow Contributor

Many quality hotels offer laundry services for their guests.

Using the laundry service at a hotel is a simple task. The cost

of the service will vary between hotel chains, but the process

for using the service is fairly standard. Both laundry and dry

cleaning and pressing services are available.

Instructions

1.

Locate the laundry bag in the hotel room. It can usually be found in the bathroom or closet.

2.

Read the attached card to check the cost of each item and requirements for service. Each article of clothing has a specified price.

3.

Place the clothing into the provided bag and tie it closed.

4.

Fill out the attached card and indicate any articles of clothing that need special attention.

5.

Call the front desk to let them know the laundry is ready to be picked up.

6.

Leave the bag of clothing where the hotel staff instructs you to do so.

40

7.

Wait for the laundry to be returned. If the laundry was sent in the morning, it will generally be returned before dinner.

8.

Tipping for laundry service is not necessary, but it's appreciated if the service was better than expected.

41

Hotel Laundry Jobs Description

By Martin Muchira, eHow Contributor

A hotel laundry attendant works as part of the service or

hospitality team in a hotel. Laundry is an essential part of a hotels

service, ensuring that cleanliness of all linens and garments is

maintained by the hotel. This is important to a guests well being,

comfort and overall satisfaction. The quality of the hotel laundry

can be a factor in whether a customer returns to the hotel

again.

Education and Qualifications

1. Generally, no specific education or experience is needed to start working as a

hotel laundry attendant. But to raise in the ranks to a hotel laundry manager a

few years experience is necessary.

Responsibilities and Duties

2. It is the responsibility of the laundry attendant to clean garments and linens. He

sets up cleaning machines depending on the garments that need to be

washed, selecting the appropriate wash cycles for the fabric. Hotel laundry

attendants ensure that all articles are well labeled and stored so that

none of the garments gets lost or misplaced. The laundry worker is

responsible for repairing minor damages on a clients garments as well

as ensuring that the laundry area is and its equipment is well maintained.

42

Working Conditions

3. A laundry worker must lift large and heavy bags of laundry. He will work around

high temperatures and loud noises made by the washing machines This job

involves working with other hotel taff members. Working at a hotel laundry

requires flexibility in terms of the time of work, and the worker may be required

to work unusual hours. He must also be able to work for long hours on his feet

as he will be required to stand or walk around for extended periods when

handling the laundry.

Compensation

4. According to the Bureau of Labor Statistics, the mean wage per

hour for laundry workers in the hotel industry is $9.50. This

puts the average annual wage of a hotel laundry worker at

$19,760 as of May 2008.

43

Care symbols

Care

Symbol

Written Care

Instructions

Portuguese What Care Symbol and Instructions Mean

Wash lavagem

Machine Wash,

Normal

Pode ser lavado mo ou

mquina

Garment may be laundered through the

use of hottest available water, detergent

or soap, agitation, and a machine

designed for this purpose.

Machine Wash,

Cold

Indica a temperatura

mxima de lavagem na

mquina 30

Initial water temperature should not

exceed 30C or 65 to 85F.

Machine Wash,

Warm


mxima de lavagem na

mquina 40


exceed 40C or 105F.

Machine Wash,

Hot


mxima de lavagem na

mquina 50


exceed 50C or 120F.

Machine Wash,

Hot


mxima de lavagem na

mquina 60


exceed 60C or 140F.

Machine Wash,

Hot


mxima de lavagem na

mquina 70


exceed 70C or 160F.

Machine Wash,

Hot


mxima de lavagem na

mquina 95


exceed 95C or 200F.

44

NOTE: SYSTEM OF DOTS INDICATING TEMPERATURE RANGE IS THE SAME FOR ALL WASH

PROCEDURES.

Machine Wash,

Permanent Press

A lavagem deve ser

efectuada com

centrifugao reduzida.

Garment may be machine laundered

only on the setting designed to preserve

Permanent Press with cool down or cold

rinse prior to reduced spin.

Machine Wash,

Gentle or

Delicate

A lavagem deve ser

efectuada sem

centrifugao

Garment may be machine laundered

only on the setting designed for gentle

agitation and/or reduced time for

delicate items.

Hand Wash

Lavagem mo apenas. Garment may be laundered through the

use of water, detergent or soap and

gentle hand manipulation.

Do Not Wash

No deve ser lavado. Garment may not be safely laundered

by any process. Normally accompanied

by instructions.

Bleach - lixvia

NOTE: All (98+%) washable textiles are safe in some type of bleach. IF BLEACH IS NOT MENTIONED

OR REPRESENTED BY A SYMBOL, ANY BLEACH MAY BE USED.

Bleach When

Needed

Pode utilizar lixvia. Any commercially available bleach

product may be used in the laundering

process.

Non-Chlorine

Bleach When

Needed

Pode utilizar apenas lixvia

sem cloro.

Only a non-chlorine, color-safe bleach

may be used in the laundering process.

Chlorine bleach may not be used.

Do Not Bleach

No pode utilizar lixvia. No bleach product may be used. The

garment is not colorfast or structurally

able to withstand any bleach.

45

Dry - secagem

Tumble Dry,

Normal

Pode ser colocado na

mquina de secar num ciclo

normal

A machine dryer may be regularly used

at the hottest available temperature

setting.

Tumble Dry,

Normal, Low

Heat


mquina de secar a baixa

temperatura


at a maximum of Low Heat setting.

Tumble Dry,

Normal, Medium

Heat


mquina de secar

temperatura mdia


at a maximum of Medium Heat setting.

Tumble Dry,

Normal, High

Heat


mquina de secar

temperatura alta


at a High Heat setting.

Tumble Dry,

Normal, No Heat


mquina de secar, mas sem

calor


only at No Heat or Air Only setting.

NOTE: SYSTEM OF DOTS INDICATING TEMPERATURE RANGE IS THE SAME FOR ALL DRY

PROCEDURES processos de secagem

Tumble Dry,

Permanent Press

Pode ser colocado na mquina

de secar num ciclo mdio

A machine dryer may be regularly

used only at the Permanent Press

setting.

Tumble Dry,

Gentle

Pode ser colocado na mquina

de secar num ciclo delicado

A machine dryer may be regularly

used only at the Gentle setting.

Do Not Tumble

Dry

No pode ser colocado na

mquina de secar

A machine dryer may not be used.

Usually accompanied by an alternate

drying method symbol.

Do Not Dry

A machine dryer may not be used.

Usually accompanied by an alternate

drying method symbol.

46

Line Dry Deve ser pendurado numa

corda para secar.

Hang damp garment from line or bar,

in or out doors.

Drip Dry

Deve ser pendurado sem torcer. Hang dripping wet garment from line

or bar, in or out doors, without hand

shaping or smoothing.

Dry Flat Deve ser seco na horizontal,

mas sem pendurar. Lay out horizontally for drying.

Dry In Shade Secar sem ser luz do sol Usually added to Line or Drip Dry.

Dry away from direct sunlight.

Wring torcer

Do Not Wring No tora a roupa Do Not Wring.

Iron passar a ferro

NOTE: IF IRONING IS NOT A NECESSARY, REGULAR CARE PROCEDURE IT NEED NOT BE

MENTIONED.

Iron, Any

Temperature,

Steam or Dry

Engomar a qualquer

temperature pode ser

aceitvel, com ou sem vapor

Regular ironing may be needed and

may be performed at any available

temperature with or without steam is

acceptable.

Iron, Low

Engomar a uma temperatura

mxima de 110C (seda

natural, acrlico, nylon,

polister).

Regular ironing, steam or dry, may be

performed at Low setting (110C, 230F)

only.

Iron, Medium


mxima de 150C (l,

misturas com polister).


performed at Medium setting (150C,

300F).

Iron, High


mxima de 200C (algodo,

linho, viscose).


performed at High setting (200C,

290F).

47

NOTE: SYSTEM OF DOTS INDICATING TEMPERATURE RANGE IS THE SAME FOR ALL IRONING

PROCEDURES.

Do Not Steam

No passer com vapor Steam ironing will harm garment, but

regular dry ironing at indicated

temperature setting is acceptable.

Do Not Iron No passar a ferro Item may not be smoothed or finished

with an iron.

Dryclean - secagem

Dryclean Pode ser limpo a seco. Dry Clean, any solvent, any cycle any

moisture, any heat.

Dryclean, Any

Solvent

Pode ser limpo a seco com

todos os dissolventes

correntes

Dry Clean, any solvent. Usually used

with other restrictions on proper dry

cleaning procedure.

Dryclean,

Petroleum

Solvent Only


essncias minerais,

poicloroetileno e

dissolventes fluorados.

Dry Clean using only petroleum solvent.

Usually used with other restrictions.

Dryclean, Any

Solvent Except

Trichloroethylene


essncias minerais. Any dry cleaning solvent other than

trichloroethylene may be safely used.

Do Not Dryclean No pode ser limpo a seco. Garment may not be commercially

drycleaned.

48

Complaining in English presentation

Diapositivo

1

1

When complaining in English, it helps to be polite

Complaining in English

TYPES OF COMPLAINERS AND

HOW TO RESPOND EFFECTIVELY

there are at least five types of complainers. Each type is

motivated by different beliefs, attitudes, and needs.

The Meek Client. Generally, will not

complain.

Response: Must work hard at soliciting comments

and complaints and act appropriately to solve

complaints

Everything is fine!

Diapositivo2

Diapositivo

3 I am anything but satisfied. I

want my money back

TYPES OF COMPLAINERS AND HOW TO RESPOND

EFFECTIVELY

The Aggressive Client. Opposite of the Meek

Customer. Readily complains, often loudly.

Response: Listen completely, ask: "what

else?," agree that a problem exists, and indicate

what will be done to resolve it and when.

Danger: Being aggressive in return. The

Aggressive Client does not respond well to

excuses or reasons why the product or service

was unsatisfactory.

Not everything is fine, I want to know why



The High-Roller Client. Expects the

absolute best and is willing to pay for it. Likely to

complain in a reasonable manner.

Response: Is interested in results. Always listen

respectfully and actively and question carefully

to fully determine cause. Ask: "what else?" and

correct the situation.

Diapositivo4

Diapositivo

5 I would like a

different compensation,

please



The Rip-Off Customer. The goal is not to get the

complaint satisfied but rather to win by getting

something the customer is not entitled to receive.

Response: Remain objective. Use accurate quantified

data to backup your response. Be sure the adjustment

is in keeping with what the organization would

normally do under the circumstances.

I think this iswrong



The Chronic Complainer Customer. Is never

satisfied; there is always something wrong.

Response: Extraordinary patience is required.

One must listen carefully and completely and

never let one's anger get aroused. A sympathetic

ear, a sincere apology, and an honest effort to

correct the situation are likely to be the most

productive.

Diapositivo6

49

Diapositivo

7 CUSTOMER COMPLAINT PROCEDURE FORHANDLING CUSTOMER COMPLAINS:

Provide customers with the opportunity to complain.

Give customers your full and undivided attention.

Listen completely.

Ask the key question: what else?

Agree that a problem exists; never disagree or argue.

Apologize.

Resolve the complaint. (Ask again: "what else?")

Thank the customer for bringing the complaint to your

attention.

BEHAVIOURS AND EXPRESSIONS TO USE

WITH THE CUSTOMERS

Be educated..

Show always availability to help the customer.

Never show to the customer our thoughts.

Welcome the customer always with a smile.

Have a good appearance.

Have a good posture.

Treat all the customers in the same way.

Maintain the space of the customer.

Diapositivo8

Diapositivo

9 BEHAVIOURS TO AVOID IN THECUSTOMER ASSISTANCE.We must not sneeze, spit, scratch, put the finger, in

the ears and nose.

We must not chew chewing gum.

We must not be rude.

We must not speak in a loud voice.

We must not turn our back to the customer.

We must not speak on the phone in the presence of the customer.

BEHAVIOURS TO AVOID IN THE

CUSTOMER ASSISTANCE.

We must not have a bad appearance( personal hygiene).

We must not speak too quickly.

We must not contest /contradict the customer.

We must not interrupt the customer thoughts.

We must not disrespect the space of the customer.

Diapositivo

10

Diapositivo

11 Complaing in English

The client says:

"Excuse me, but there's a problem with my

clothes, they are wrinkled.

Excuse me, but there's a problem with my

clothes, they are wet.

Excuse me, but there's a problem- these clothes,

are not mine.11

Complaing in English

The hotel employer says:

I am very sorry, Sir/ Madam or we are very sorry

Sir/ Madam. I am going/ we are going to check

what is wrong.


Sir/ Madam. I am going/ we are going to send

your clothes to the laundry to be ironed/ dryed

again.

12

Diapositivo12

50

Diapositivo

13 Complaing in English

The client says:

"Sorry to bother you, but I think there's

something wrong with the collar of my shirt , its stained.

"I'm afraid I have to make a complaint. Some of

the clothes I send to the laundry are missing

from my hotel room.

"I'm afraid there's a slight problem with

my clothes, they are faded.

13




Sir/ Madam. I am going/ we are going to send

your clothes to the laundry to be washed/again.


Sir/ Madam. I am going/ we are going to check

what is wrong.


Sir/ Madam. I will pay for your clothes/ we will

pay for your clothes.14

Diapositivo14

Diapositivo

15 Complaing in EnglishThe client says:

"I'm afraid there's a slight problem with my

childs socks, they have shrank ."

15




Sir/ Madam. I will pay for your clothes/ we will

pay for your clothes.

16

Diapositivo16

Diapositivo

17

51

Complaining in English

There are a number of formulas used when complaining in English. It's

important to remember that a direct complaint or criticism in English

can sound rude or aggressive. It's best to mention a problem in an

indirect manner. Here are some of the most common:

A - Translate the expressions:

1) I'm sorry to have to say this but...

_____________________________________________________

2) I'm sorry to bother you, but...

_____________________________________________________

3) Maybe you forgot to...

_____________________________________________________

4) I think you might have forgotten to...

______________________________________________________

5) Excuse me if I'm out of line, but...

______________________________________________________

6) There may have been a misunderstanding about...

_____________________________________________________

7) Don't get me wrong, but I think we should...

52

_____________________________________________________

B Make a list of other expressions:

English expressions Portuguese expressions

C Work in pairs: Imagine you do something wrong

Group 1: at laundry service of the hotel

1) I'm sorry to have to say this but...

_____________________________________________________

2) I'm sorry to bother you, but...

_____________________________________________________

3) Maybe you forgot to...

_____________________________________________________

4) I think you might have forgotten to...

______________________________________________________

53

5) Excuse me if I'm out of line, but...

______________________________________________________

6) There may have been a misunderstanding about...

_____________________________________________________

7) Don't get me wrong, but I think we should...

_____________________________________________________

D Make a list of other expressions:

English expressions Portuguese expressions

E- Imagine possible dialogues about these situations.

_____________________________________________________

_____________________________________________________

_____________________________________________________

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Documents

Manual Língua Inglesa - Serviço de Rouparia - Lavandaria