First, listen carefully to the guest. Understand the problem. Do not interrupt. Show that you want to help.
Step 2: Think of possible solutions
There are many simple solutions you can give:
Room upgrade – Give the guest a bigger or better room.
Free drink – Give a coffee, tea, or soft drink.
Late check-out – Let the guest stay a few extra hours.
Small gift – Give a small present like chocolate, fruit, or a souvenir.
Step 3: Give more than the guest expects
Try to give a little extra. For example, if the guest asks for a late check-out, you can also give a free drink. This makes the guest feel special.
Step 4: Check the guest is happy Ask the guest if the solution is good. Smile and be polite. A happy guest remembers the hotel and tells others.
Conclusion:
Giving a solution is not only about fixing the problem. It is about making the guest feel important and welcome. Small gestures can make a big difference.
################
When a guest has a problem in a hotel, it is very important to give a solution. A solution can make the guest happy and comfortable. First, you must listen to the guest carefully. Do not interrupt. Show that you understand the problem and want to help.
Next, think about the possible solutions. There are many simple things you can do. You can give a room upgrade. The guest gets a bigger or better room. You can give a free drink, like coffee, tea, or water. You can offer a late check-out, so the guest can stay a little longer. You can give a small gift, for example chocolate, fruit, or a small souvenir.
It is important to give more than the guest expects. For example, if the guest asks for a free drink, you can also give a small gift. This makes the guest feel special and happy.
Finally, check if the guest is happy with the solution. Smile and be polite. A happy guest will remember the hotel and tell other people. Giving a solution is not only about fixing the problem. It is about giving good service and making the guest feel important.
____________________
Vocabulary:
to have a problem – to have something that is not good or is difficult
to give a solution – to help with a problem
comfortable – feeling good and relaxed
to listen carefully – to pay close attention when someone speaks
to interrupt – to stop someone while they are speaking
a possible solution – a way to fix a problem
a room upgrade – a better or bigger room than before
a late check-out – leaving the hotel later than the usual time
to give a gift – to give something nice to someone
to expect – to think something will happen
finally – at the end, last
to smile – to make your mouth look happy
to be polite – to be nice and show respect to others
to remember – to keep something in your mind
to fix a problem – to make a problem better or stop it
to make somebody feel important – to help someone feel special and valued
##############
Cheat sheet:
Step
What to Do
Why It Is Important
Examples / Tips
1. Listen Carefully
Pay full attention to the guest. Do not interrupt.
Understand the problem correctly. Shows respect and care.
“I understand, thank you for telling me.”
2. Identify the Problem
Make sure you know what the problem is. Ask questions if needed.
Knowing the exact problem helps you find the best solution.
“Can you tell me more about the problem with your room?”
3. Think of Possible Solutions
Find simple ways to help the guest.
Gives the guest options and shows you care.
Room upgrade, free drink, late check-out, small gift.
4. Offer a Solution
Choose the best solution and offer it politely.
Helps the guest quickly and shows good service.
“We can give you a bigger room today.”
5. Give More Than Expected
Add a small extra to make the guest happy.
Makes the guest feel special and valued.
Free drink + small gift, late check-out + chocolate.
6. Check Satisfaction
Ask the guest if the solution is okay. Smile and be polite.
Ensures the guest is happy and leaves with a good impression.
“Is everything good now? I hope you enjoy your stay.”
7. Follow Up (Optional)
Make sure the problem is fixed completely.
Prevents future complaints and shows professionalism.
Call or visit the room later to check.
Extra Tips:
Always stay calm and friendly.
Use polite words like “please,” “thank you,” and “I’m sorry.”
Small gestures can make a big difference.
Remember: the goal is not only to fix the problem but also to make the guest feel important.
Rule: Do not blame other people. Always say: “I will fix this for you.” —————————————-
1) Why it is important
Guests feel safe when staff take responsibility.
It shows respect and care.
It builds trust between guest and hotel.
Guests expect staff to be responsible in a 5-star hotel.
2) What to say (good words)
“I am sorry. I will fix this for you.”
“Thank you for telling me. I will fix this for you.”
“I understand. I will fix this for you.”
3) What not to say (bad words)
“It is not my job.”
“Another department made a mistake.”
“I don’t know.”
4) How to speak
Use a calm voice.
Look at the guest.
Speak clearly.
Always say: “I will fix this for you.”
5) Short role-play examples
Example 1 Guest: “My room is noisy.” Staff: “I am sorry. I will fix this for you.”
Example 2 Guest: “My bill is wrong.” Staff: “Thank you for telling me. I will fix this for you.”
Example 3 Guest: “My room is not clean.” Staff: “I understand. I will fix this for you.”
###############
Take Responsibility
In a 5-star hotel, it is very important to take responsibility. When a guest has a problem, the staff must not blame other people. Guests do not want to hear excuses. They want to hear that the hotel will take care of them.
Taking responsibility means using the right words. The best words are: “I will fix this for you.” These words are short, simple, and strong. They show the guest that the staff member cares. They also show that the staff member will take action.
When a guest is upset, the wrong words can make the problem worse. For example, saying “It is not my job” or “Housekeeping made a mistake” is not good. These words blame other people. The guest will feel angry or disappointed.
The correct way is always to accept the problem. The staff should look at the guest, stay calm, and speak clearly. A smile and polite tone also help. Then, the staff should say: “I am sorry. I will fix this for you.”
This small sentence builds trust. The guest feels safe and respected. Taking responsibility is the heart of excellent service.
——————————-
Vocabulary:
To take responsibility – to say a problem is your job and you will do something.
To blame other people – to say the problem is someone else’s fault.
To hear an excuse – to listen to a reason why someone says they cannot do something.
To take care of a guest – to help a guest and make them feel good.
To take action – to do something to solve a problem.
To be upset – to feel unhappy or angry.
To make a problem worse – to make a problem bigger or more difficult.
To feel angry – to have strong bad feelings.
To be disappointed – to feel sad because something is not good or not what you wanted.
To accept the problem – to say “yes, this is a problem” and not blame others.
To stay calm – to not get angry or nervous.
To speak clearly – to talk so other people can understand you.
A polite tone – a nice, friendly way to speak to people.
To build trust – to make someone believe you are honest and reliable.
To feel safe – to feel no danger and feel protected.
To feel respected – to feel that people are nice and care about you.
To be the heart of excellent service – to be the most important part of very good help to guests.
##################
Cheat sheet 1:
Topic
Meaning / Explanation
Example Phrase
Take responsibility
Say the problem is your job and you will help
“I will fix this for you.”
Do not blame others
Don’t say it is someone else’s fault
❌ “Housekeeping made a mistake.” ✅ “I will fix this for you.”
Apologize
Say sorry to the guest
“I am sorry for this problem.”
Listen carefully
Pay attention to what the guest says
“I understand.”
Speak clearly
Talk so the guest understands
“I will fix this for you.”
Stay calm
Do not get angry or nervous
Smile and speak slowly.
Polite tone
Speak in a nice and friendly way
“Thank you for telling me.”
Accept the problem
Admit there is a problem
“I understand this is a problem.”
Build trust
Make the guest feel you are honest and reliable
“I will take care of this for you.”
Feel safe
Make the guest feel no danger
Calm voice + confident words
Feel respected
Make the guest feel important
Listen, speak nicely, and apologize
——————————
Cheat sheet 2 – key points:
Step / Principle
What to Do
Example Phrase
1. Listen to the guest
Pay full attention. Don’t interrupt.
“I understand.”
2. Apologize
Say sorry politely.
“I am sorry for this problem.”
3. Take responsibility
Accept the problem as your duty. Do not blame others.
“I will fix this for you.”
4. Stay calm
Speak slowly and clearly. Keep a friendly tone.
Smile, calm voice.
5. Use polite language
Be respectful and professional.
“Thank you for telling me.”
6. Repeat the problem
Show the guest you understand.
“I understand your room is noisy.”
7. Promise action
Give clear words that you will handle the problem.
“I will fix this for you.”
8. Follow-up
Check back to make sure the guest is satisfied (if possible).
“Is everything okay now?”
Key Points to Remember
Never blame other people.
Speak politely and calmly.
Show the guest you care.
Always use: “I will fix this for you.”
Taking responsibility builds trust and respect.
#################### Flowchart:
Guest has a problem or complaint
|
v
Staff listens carefully
|
v
Staff apologizes politely
|
v
Staff takes responsibility (do not blame others)
|
v
Staff says: "I will fix this for you."
|
v
Staff stays calm and uses polite tone
|
v
Staff repeats or confirms the problem to show understanding
|
v
Staff follows up/checks
|
v
Guest feels safe, respected, and satisfied
Tips for staff
Always stay calm and speak clearly.
Never blame other staff or departments.
Use polite language at all times.
Saying “I will fix this for you” is the most important step.
Follow-up if possible to make sure the guest is happy.
Saying sorry is very important. Guests want to hear that you care. Even if the problem is not your fault, always say sorry.
A sorry makes the guest feel respected.
A sorry shows the guest that you are listening.
A sorry helps the guest feel calm.
How to say sorry:
Look at the guest.
Use a kind voice.
Say it clearly.
Examples:
“I’m very sorry for the problem.”
“I’m sorry you had to wait.”
“I’m sorry your rest was disturbed.”
Do not say:
“It’s not my fault.”
“You must talk to someone else.”
Remember: You are not saying you made the mistake. You are saying: “I care about your problem.”
#################
Summary:
Saying sorry is one of the most important parts of good service. When a guest has a problem, they want to feel that the staff understand them. A simple sorry can make a big difference. Even if the problem is not your fault, you should always say sorry. This shows the guest that you care about their feelings.
When you say sorry, you help the guest feel calm. They see that you are on their side. It is not about blaming anyone. It is about showing respect. Guests may forget the problem later, but they will remember if the staff spoke kindly and politely.
How should you say sorry? First, look at the guest and listen carefully. Then, use a soft and kind voice. Keep the words short and clear. Good examples are: “I’m very sorry for the problem,” or “I’m sorry your rest was disturbed.” These words are simple, but they show empathy.
You should not say: “It’s not my fault,” or “Talk to someone else.” These answers make the guest feel worse. Remember: saying sorry does not mean you made the mistake. It means you care. A true and kind sorry is the first step to making the guest happy again.
______________________
Vocabulary:
to say sorry – to tell someone “sorry” when there is a problem.
to understand – to know what something means.
a big difference – when two things are not the same.
a fault – something wrong; a mistake.
to care about feelings – to think about how someone feels.
to feel calm – to be quiet inside, not angry, not afraid.
to blame somebody – to say it is another person’s fault.
to show respect – to be polite and nice to someone.
to remember – to keep something in your mind.
to speak kindly – to talk in a nice and friendly way.
politely – to speak in a good and respectful way.
to listen carefully – to pay close attention when someone talks.
a soft voice – a quiet, gentle voice.
to be kind – to be good and helpful to people.
to keep words short – to use only a few, simple words.
to disturb someone’s rest – to stop someone from sleeping or relaxing.
to show empathy – to say “I understand how you feel.”
to feel worse – to feel more bad than before.
to make a mistake – to do something wrong, not correct.
to care for somebody – to look after someone, to help them.
################
Cheat sheet 1:
Phrase / Word
Easy Meaning (A1)
Example
to say sorry
to tell someone “sorry”
“I’m sorry for the problem.”
to understand
to know what something means
“I understand your problem.”
a big difference
when two things are not the same
“A sorry can make a big difference.”
a fault
something wrong; a mistake
“It was my fault.”
to care about feelings
to think about how someone feels
“We care about your feelings.”
to feel calm
to be quiet, not angry
“The guest feels calm now.”
to blame somebody
to say it is another person’s fault
“Do not blame others.”
to show respect
to be polite and nice
“Always show respect to guests.”
to remember
to keep something in your mind
“Guests remember good service.”
to speak kindly
to talk in a nice way
“Speak kindly to upset guests.”
politely
in a good, respectful way
“Greet guests politely.”
to listen carefully
to pay close attention
“Listen carefully to the guest.”
a soft voice
a quiet, gentle voice
“Say sorry in a soft voice.”
to be kind
to be good and helpful
“Be kind to all guests.”
to keep words short
to use only a few words
“Keep words short and simple.”
to disturb someone’s rest
to stop someone from sleeping
“Noise disturbed my rest.”
to show empathy
to say “I understand how you feel”
“I understand your feelings.”
to feel worse
to feel more bad than before
“That answer made the guest feel worse.”
to make a mistake
to do something wrong
“I made a mistake with the bill.”
to care for somebody
to look after or help someone
“We care for our guests.”
################## Cheat sheet 2:
Step
What to Do
Useful Sentences
1. Listen Carefully
Look at the guest, nod, do not interrupt.
“I understand.” / “Please tell me more.”
2. Show Care (Empathy)
Say you understand their feelings.
“I understand how you feel.”
3. Say Sorry
Always say sorry, even if not your fault.
“I’m very sorry for this problem.”
4. Take Responsibility
Do not blame others. Promise to help.
“I will take care of this for you.”
5. Give a Solution
Offer something extra (upgrade, gift, late check-out)
Show understanding: “I understand how this has disrupted your stay.”
Apologize Sincerely
Even if it’s not your fault: “I’m very sorry for this inconvenience.”
Take Ownership
Avoid passing blame.
Use: “I will personally make sure this is resolved.”
Offer a Solution / Service Recovery
Empowered options: upgrade, complimentary service, late check-out, small gift.
Always aim to exceed expectations.
Follow-Up
Check back: “Has everything been resolved to your satisfaction?”
Management may add a personal touch (note, call).
################
Summary:
In a five-star hotel, staff need a clear way to handle guest complaints. This is called the “6-step golden framework.”
The first step is to listen carefully. Staff must pay attention and understand the guest’s problem.
The second step is to acknowledge and show empathy. This means staff show that they understand and care about the guest’s feelings.
The third step is to apologize. Even if the problem is not the staff’s fault, they should say sorry.
The fourth step is to take ownership. Staff should promise to help and not blame others.
The fifth step is to offer a solution. This can be a small gift, a room change, or something else that makes the guest happy.
The sixth and last step is to follow up. Staff should check that the guest is satisfied.
Using these six steps helps guests feel respected and happy and makes the hotel look good.
################### Vocabulary:
to handle complaints – to deal with problems or complaints from guests
a framework – a plan or steps to do something
to pay attention – to look or listen carefully
to acknowledge and show empathy – to say you understand and care about someone’s feelings
to care about feelings – to be kind and think about how someone feels
to apologize – to say “I am sorry”
a fault – a mistake or something wrong
to take ownership – to say “I will help” and accept responsibility
to promise – to say you will do something
to blame somebody – to say it is someone else’s fault
to offer a solution – to give an idea to fix a problem
a small gift – a little present
a room change – giving the guest a different room
to follow up – to check later if everything is OK
to be satisfied – to be happy with something
to feel respected – to feel treated well and politely
##################
Cheat sheet:
Step
What to Do
Example Phrases
1. Listen carefully
Pay full attention to the guest and understand the problem
1. “I understand, please tell me more.” 2. “I’m listening, go ahead.” 3. “Please explain what happened.” 4. “I hear you, thank you for telling me.” 5. “I want to understand your problem.”
2. Acknowledge and show empathy
Show that you understand and care about the guest’s feelings
1. “I understand this is frustrating.” 2. “I see why you are upset.” 3. “I can imagine how you feel.” 4. “I’m sorry this happened to you.” 5. “I understand this is important to you.”
3. Apologize
Say sorry, even if it is not your fault
1. “I am very sorry for the inconvenience.” 2. “Please accept our apologies.” 3. “I apologize for the problem.” 4. “We are sorry this happened.” 5. “I am sorry for the mistake.”
4. Take ownership
Accept responsibility and promise to help
1. “I will take care of this for you.” 2. “I will fix the problem.” 3. “Let me handle this.” 4. “I will make sure this is solved.” 5. “I take responsibility for this.”
5. Offer a solution
Give a way to fix the problem, e.g., gift, room change
1. “We can change your room.”
2. “I can offer a small gift for the inconvenience.” 3. “We can give you a free service.” 4. “Would you like a different room?” 5. “We will make this right for you.”
6. Follow up
Check later that the guest is satisfied
1. “Is everything OK now?” 2. “Are you happy with the solution?” 3. “Did this solve your problem?” 4. “Please let us know if anything else is wrong.” 5. “We want to make sure you are satisfied.”
By the end of this module, staff should be able to:
Handle guest complaints professionally and with empathy.
Turn negative experiences into opportunities for guest loyalty.
Apply a clear step-by-step framework to resolve issues confidently.
Understand the level of authority they have to provide solutions.
#######################
In a five-star hotel, it is very important for staff to handle guest complaints in a professional way. This means that staff should always stay calm and polite, even if the guest is angry or unhappy. Staff should listen carefully to the guest and try to understand their problem. They should show that they care and that they want to help. Using kind words and a friendly attitude can make the guest feel better. Staff should also try to solve the problem quickly and correctly. If the staff can handle complaints well, the guest will feel respected and happy. This can help the hotel have a good reputation and make the guest want to come back. Professional complaint handling is a very important skill for everyone working in a hotel, because it shows respect, care, and good service at all times.
———————————- Vocabulary:
to handle a complaint – to listen to a problem and try to fix it
to stay calm – to be quiet and not angry or worried
to be polite – to use nice words and good manners
to be angry – to feel upset or mad
to listen carefully – to pay close attention to what someone says
to care for somebody – to want to help and be kind to someone
a friendly attitude – acting kind, nice, and happy with people
to solve a problem correctly – to fix a problem in the right way
to feel respected – to feel that people treat you well and fairly
a good reputation – people think well about you or your hotel
to make the guest want to come back – to help a guest like the hotel so they return
a skill – something you can do well because you learned it
to show respect – to act in a way that makes people feel important
to show care – to act in a kind way and help people
at all times – always, every time
############### Cheat sheet :
Phrase
Meaning
Example
to handle a complaint
To listen to a problem and try to fix it
“I will handle your complaint and find a solution.”
to stay calm
To be quiet and not angry or worried
“Stay calm even if the guest is upset.”
to be polite
To use nice words and good manners
“Always be polite: say ‘please’ and ‘thank you.’”
to be angry
To feel upset or mad
“The guest is angry because the room is not ready.”
to listen carefully
To pay close attention to what someone says
“Listen carefully to understand the guest’s problem.”
to care for somebody
To want to help and be kind
“Care for the guest and make them happy.”
a friendly attitude
Acting kind, nice, and happy with people
“Smile and have a friendly attitude at work.”
to solve a problem correctly
To fix a problem in the right way
“Solve the guest’s problem correctly and quickly.”
to feel respected
To feel that people treat you well and fairly
“Guests feel respected when staff listen and help them.”
a good reputation
People think well about you or your hotel
“The hotel has a good reputation for great service.”
to make the guest want to come back
To help a guest like the hotel so they return
“Good service makes the guest want to come back.”
a skill
Something you can do well because you learned it
“Handling complaints is an important skill for staff.”
to show respect
To act in a way that makes people feel important
“Always show respect to every guest.”
to show care
To act in a kind way and help people
“Show care by helping guests with their problems.”
at all times
Always, every time
“Staff must be polite and friendly at all times.”
################
Summary:
In a five-star hotel, it is very important for staff to handle guest complaints in a professional way.
Staff should always stay calm and polite, even if the guest is angry or unhappy.
Staff should listen carefully to the guest and try to understand their problem.
Staff should show that they care and want to help the guest.
Using kind words and a friendly attitude can make the guest feel better.
Staff should try to solve the problem quickly and correctly.
Handling complaints well makes the guest feel respected and happy.
Good complaint handling helps the hotel have a good reputation.
It can also make the guest want to come back to the hotel.
Professional complaint handling is an important skill for everyone in the hotel because it shows respect, care, and good service.
When you go to your job interview, it is important to make a good first impression. When you enter the room, walk slowly and stand tall. Smile at the people in the panel and say hello in a clear and friendly voice. Look at each person for a moment. If someone offers you a handshake, take it and shake their hand gently. This shows respect and confidence.
When they invite you to sit down, move calmly to the chair. Sit with your back straight and both feet on the floor. Put your hands on your lap or on the table. Do not cross your arms, because this looks closed. Do not play with your phone or a pen, because it looks nervous. Sit in a way that shows you are ready to listen and speak.
During the interview, listen carefully. Nod your head a little to show you understand. Look at the person who asks the question, and sometimes look at the other people too. When you answer, speak slowly and clearly. Lean a little forward to show interest, but do not move too much.
Good body language with a smile, open hands, and calm movements will help you look professional and confident.
——————– Vocabulary:
important – something that matters a lot
a first impression – the first feeling someone has when they see you
to enter a room – to go into a room
to stand tall – to stand straight and high
to smile at the panel – to make a happy face to the people who ask questions
a clear voice – a voice that is easy to hear and understand
for a moment – for a short time
to show respect – to act in a polite and kind way
to show confidence – to act like you believe in yourself
to move calmly – to move slowly and not nervously
sit with your back straight – sit without bending your back
hands on the lap – put your hands on your legs
to cross arms – put your arms over your chest
to look closed (body language) – to look like you do not want to talk
to be ready to speak – to be ready to talk
to listen carefully – to hear and understand well
to nod the head – to move your head up and down to say “yes” or “I understand”
to lean forward – to move your body a little forward
a calm movement – a slow and quiet movement
to look professional – to look like you know your job
to be confident – to believe in yourself
###############
Multiple choice, one answer correct:
Important means… a) something that matters a lot b) something small c) something not needed
A first impression is… a) the last feeling someone has b) the first feeling someone has c) the middle feeling someone has
To enter a room means… a) to leave a room b) to go into a room c) to walk outside
To stand tall means… a) to bend your back b) to stand straight and high c) to sit straight
To smile at the panel means… a) to look at the floor b) to look at your phone c) to look happy at the people
A clear voice is… a) a voice that is fast b) a voice that is quiet c) a voice that is easy to hear
For a moment means… a) forever b) for a short time c) for a long time
To show respect means… a) to ignore people b) to act politely c) to shout loudly
To show confidence means… a) to act like you believe in yourself b) to hide your hands c) to speak very quietly
To move calmly means… a) to run quickly b) to move slowly and not nervously c) to jump fast
Sit with your back straight means… a) sit on the floor b) sit without bending your back c) lean to one side
Hands on the lap means… a) put your hands on your legs b) put your hands in your pockets c) hold your head
To cross arms means… a) put your hands on your legs b) wave your arms c) put your arms over your chest
To look closed (body language) means… a) to smile a lot b) to look like you do not want to talk c) to jump up and down
To be ready to speak means… a) to run outside b) to be ready to talk c) to sleep
To listen carefully means… a) to close your eyes b) to look at your phone c) to hear and understand well
To nod the head means… a) to jump b) to move your head up and down to say yes c) to shake your hands
To lean forward means… a) to stand on one foot b) to sit on the floor c) to move your body a little forward
A first impression – the first feeling someone has
To enter a room – to walk outside
To stand tall – to stand straight and high
To smile at the panel – to look happy at the people
A clear voice – a voice that is fast
For a moment – for a short time
To show respect – to shout loudly
To show confidence – to act like you believe in yourself
To move calmly – to move slowly and not nervously
Sit with your back straight – lean to one side
Hands on the lap – put your hands on your legs
To cross arms – put your arms over your chest
To look closed (body language) – to look like you do not want to talk
To be ready to speak – to sleep
To listen carefully – to hear and understand well
To nod the head – to move your head up and down to say yes
To lean forward – to stand on one foot
###############
Match the word to its definition;
Words:
important
first impression
to enter a room
to stand tall
to smile at the panel
a clear voice
for a moment
to show respect
to show confidence
to move calmly
sit with your back straight
hands on the lap
to cross arms
to nod the head
Definitions:
a) To place your hands on your legs while sitting. b) To make a positive feeling when people first see you. c) To walk into a place. d) To keep your body upright while sitting. e) To lift your head slightly to signal understanding. f) To express politeness to someone. g) Very necessary or significant. h) To show that you believe in yourself. i) To smile at the people in front of you politely. j) To stay still and not move nervously. k) A short period of time. l) To fold your arms across your chest. m) To speak so everyone can hear clearly. n) To keep your body upright while standing.
—————————– It is very important to make a good first __________ at a job interview. When you enter the room, walk slowly and stand __________. Smile at the people on the __________ and speak in a clear, friendly voice. If someone offers a -_________ , shake it gently. When you sit, __________ your back straight and hands on your __________. Do not __________ your arms or play with your phone. Look at each person for a moment and listen __________. __________ to show you understand. Speak slowly and lean a little forward to show _________ Calm movements, a smile, and __________ posture help you look professional, polite, and ready to speak.
———————————-
Full version:
It is very important to make a good first impression at a job interview. When you enter the room, walk slowly and stand tall. Smile at the people on the panel and speak in a clear, friendly voice. If someone offers a handshake, shake it gently. When you sit, keep your back straight and hands on your lap. Do not cross your arms or play with your phone. Look at each person for a moment and listen carefully. Nod to show you understand. Speak slowly and lean a little forward to show interest. Calm movements, a smile, and confident posture help you look professional, polite, and ready to speak.
#####################
SUMMARY:
Job Interview – Steps and Tips
1. First Impression
Walk slowly into the room.
Stand tall.
Smile at the panel.
Say hello in a clear voice.
Look at each person for a moment.
2. Handshake
If someone gives a handshake, take it.
Shake gently.
This shows respect and confidence.
3. Sitting Down
Move calmly to your chair.
Sit with your back straight.
Put your hands on your lap.
Do not cross your arms.
Do not play with your phone or pen.
Sit ready to listen and speak.
4. During the Interview
Listen carefully to questions.
Nod your head to show understanding.
Look at the person asking, sometimes look at others.
In the interview, one person on the panel looks at me and asks directly: “Will you leave this job if you find a better one?”
I [smile politely] and [take a short breath]. I say: “Thank you for this question.” Then I continue: “For me, a better job does not only mean more money. A better job means good colleagues, a friendly team, fair treatment, and a chance to learn new skills. It also means a place where I feel safe, respected, and happy.”
I [look at the panel with confidence] and explain more: “If I can find all these things in this company, I will not want to leave. I will feel that this job is already the best one for me.”
Then I add: “For me, stability is very important. When I accept a job, I want to give my best. I want to work hard every day and grow step by step. I want to make a good difference in the company.”
I [pause for a moment] and say: “Of course, nobody can see the future, but my plan is very clear. I want to stay in this job, I want to learn, and I want to grow together with your company.”
At the end, I [smile again] and say clearly: “So, no, I will not leave this job if I find a better one. My goal is to stay loyal, to give my best, and to build my future with your team.”
This answer shows that I am serious, positive, and ready to commit.
################## Structured version:
The panel asks: “Will you leave this job if you find a better one?”
My first reaction:
I smile politely.
I take a short breath.
I say: “Thank you for this question.”
I explain what “a better job” means:
“For me, a better job does not only mean more money.”
“A better job means good colleagues and a friendly team.”
“It means fair treatment from managers.”
“It also means chances to learn new skills.”
“And it means a place where I feel safe, respected, and happy.”
I explain why I would stay:
“If I can find all these things in this company, I will not want to leave.”
“I will feel that this job is already the best one for me.”
I talk about stability and commitment:
“For me, stability is very important.”
“When I accept a job, I want to give my best every day.”
“I want to work hard and grow step by step.”
“I also want to make a good difference in the company.”
I explain about the future:
“Of course, nobody can see the future.”
“But my plan is very clear.”
“I want to stay in this job, learn, and grow together with your company.”
Final answer:
“So, no, I will not leave this job if I find a better one.”
“My goal is to stay loyal, give my best, and build my future with your team.”
#############
More details:
The panel asks: “Will you leave this job if you find a better one?
My first reaction:
I smile politely to show respect and a positive attitude.
I sit straight and keep eye contact, so they can see I am confident.
I take a short breath to give myself one moment to think.
I do not answer too fast, because I want to show that I take the question seriously.
I say with a calm voice: “Thank you for this question.”
By saying this, I show that I respect the panel and that I am happy to give an honest answer.
My tone is friendly but also clear, so they know I am sure about my answer.
——————————–
I explain what “a better job” means:
I speak slowly and clearly, to make sure the panel understands me.
I say: “For me, a better job does not only mean more money.” I want them to know that I care about more than salary.
I continue: “A better job means good colleagues and a friendly team.” I explain that working with kind and helpful people is very important for me.
I add: “It means fair treatment from managers.” I want the panel to see that respect and fairness are very important in a workplace.
I say: “It also means chances to learn new skills.” I show that I want to grow and improve myself in this job.
Finally, I say: “And it means a place where I feel safe, respected, and happy.” I explain that a good environment helps me work better and stay motivated.
While I speak, I keep eye contact with the panel to show that I am serious and honest.
I nod sometimes to show that I am confident about my answer.
I speak in a calm voice, not too fast, to make my ideas clear.
——————————–
I explain why I would stay:
I speak calmly and with confidence, so the panel can see that I am serious.
I say: “If I can find all these things in this company, I will not want to leave.” I explain that a good team, respect, learning opportunities, and a friendly environment are more important to me than just money.
I continue: “I will feel that this job is already the best one for me.” I want the panel to understand that I will be happy and motivated if I work here.
I add that when I like my workplace, I can do my work better and help the company succeed.
I keep eye contact with the panel to show honesty and commitment.
I nod slightly to show that I believe in my words.
I speak slowly and clearly, so they can see I am thoughtful and not giving a quick or careless answer.
I explain that I want to stay and grow step by step in the company. I want to show that I am loyal and responsible.
I end this part with a calm smile, so they feel that I am positive and serious about this job.
———————————-
I talk about stability and commitment:
I speak slowly and clearly to show that I am serious about my words.
I say: “For me, stability is very important.” I explain that I want a long-term job where I can feel safe and comfortable.
I continue: “When I accept a job, I want to give my best every day.” I want the panel to understand that I am hardworking and responsible.
I add: “I want to work hard and grow step by step.” I explain that I am ready to learn new things slowly and improve myself little by little.
I also say: “I want to make a good difference in the company.” I want to show that I care not only about myself but also about the success of the team and the company.
While I speak, I keep eye contact with the panel to show honesty and confidence.
I nod slightly sometimes to emphasize my words and show that I am serious.
I speak in a calm voice, not too fast, to make sure my message is clear.
I want the panel to see that I am loyal, responsible, and ready to work for a long time in the company.
————————————–
I explain about the future:
I speak calmly and slowly to show that I am serious and thoughtful.
I say: “Of course, nobody can see the future.” I explain that I know things can change, but I want to show that I am realistic and honest.
I continue: “But my plan is very clear.” I want the panel to understand that I have a strong goal and a clear idea of my work and career.
I add: “I want to stay in this job, learn, and grow together with your company.” I explain that my goal is to improve myself step by step and help the company at the same time.
While I speak, I keep eye contact to show that I am confident and sincere.
I nod slightly sometimes to emphasize that I am sure about my plan.
I speak with a calm and friendly tone to show that I am motivated and positive about the future.
I want the panel to understand that I am loyal and that I will focus on this job for a long time.
I also show with my tone and gestures that I am ready to grow with the company and learn new skills every day.
—————————————–
Final answer:
I smile politely and look at the panel to show respect and confidence.
I speak clearly and slowly to make sure my message is understood.
I say: “So, no, I will not leave this job if I find a better one.” I want to make my answer strong and honest.
I continue: “My goal is to stay loyal, give my best, and build my future with your team.” I explain that I want to be committed, work hard every day, and grow with the company.
I nod slightly to show that I am serious and confident about my answer.
I maintain calm eye contact with the panel to show that I mean what I say.
I use a friendly and positive tone, so the panel can feel my motivation and honesty.
I add in my mind that loyalty, responsibility, and teamwork are very important to me.
By finishing with this answer, I show that I am focused on this job and on giving my best, not just looking for other opportunities.
I end with a small smile to leave a positive impression and to show that I am confident about my decision and my future with the company.
###################
>>>>>>>>>>>>>>>>>Summary in A1:
The panel asks:“Will you leave this job if you find a better one?”
My first reaction:
I smile politely.
I sit straight and look at the panel.
I take a short breath.
I say: “Thank you for this question.”
I want to show that I think about the question and I am serious.
I explain what “a better job” means:
I say: “For me, a better job is not only more money.”
“A better job means good colleagues and a friendly team.”
“It means fair treatment from managers.”
“It also gives a chance to learn new skills.”
“And it is a place where I feel safe, respected, and happy.”
I speak slowly and look at the panel to show I am honest.
I explain why I would stay:
I say: “If I find all these things in this company, I will not want to leave.”
“I will feel that this job is already the best one for me.”
I explain that when I like my job, I can work better and help the company.
I smile to show I am serious and positive.
I talk about stability and commitment:
I say: “For me, stability is very important.”
“When I start a job, I want to give my best every day.”
“I want to work hard and grow step by step.”
“I also want to make a good difference in the company.”
I speak clearly and look at the panel to show I am loyal and responsible.
I explain about the future:
I say: “Of course, nobody can see the future.”
“But my plan is very clear.”
“I want to stay in this job, learn, and grow together with your company.”
I speak slowly and smile to show I am honest and motivated.
Final answer:
I say: “So, no, I will not leave this job if I find a better one.”
“My goal is to stay loyal, give my best, and build my future with your team.”
I smile and look at the panel to show confidence and honesty.
#####################
Some more thoughts (A2):
Reasons to Stay in a Job Even If Another Company Offers Work
Enjoy Work – I like my daily tasks and feel proud of what I do. When work is interesting, I am motivated to stay.
Good Boss and Colleagues – I work with friendly colleagues and a supportive boss. A good team makes work more comfortable and happy.
Job Safety – My job is stable and secure. I know I can stay in this job for a long time without problems.
Salary and Benefits – I earn enough money and have benefits like health insurance, paid holidays, or retirement plans. Money is important, but benefits make work easier and safe.
Work-Life Balance – My job allows me time for family, friends, and hobbies. If work does not take all my time, I feel happier.
Opportunities to Grow – I can learn new skills, get training, and have a chance for promotion. A job with future possibilities is valuable.
Comfort and Respect – I feel comfortable, happy, and respected at work. If the workplace is positive, I want to stay.
✅ Conclusion: Even if another company offers more money, I may stay in my current job because of comfort, safety, respect, and growth opportunities.
Sophea, now in her sixties remembers the time she spent with her parents, and, Mother’S Day.
Sophea was a ten-year-old girl. She lived in the countryside iwith her family. She loved her mother very much. Her mother was kind and helped her every day.
Sophea and her mother did many things together. They cooked food and cleaned the house. Sometimes they went to the market. Sophea liked to help her mother.
Her father and brother also helped at home. Her dad worked in the garden and carried water. Her brother fed the chickens and helped clean. The family worked together.
On Mother’s Day, Sophea wanted to make her mother happy. She picked flowers from the garden and gave them to her. She also drew a picture and wrote, “I love you, Mommy.”
Her dad and brother said “Happy Mother’s Day” too. They all smiled and hugged. It was a special and happy day for the whole family.
_____________________________
Verbs:
to be (was/were) – to exist, to describe something or someone
to live (lived) – to have your home in a place
to love (loved) – to like someone very much
to help (helped) – to make something easier for someone
to do (did) – to make or complete something
to cook (cooked) – to prepare food
to clean (cleaned) – to make something not dirty
to go (went) – to move from one place to another
to like (liked) – to enjoy something
to work (worked) – to do a job or activity
to carry (carried) – to hold something and take it somewhere
to feed (fed) – to give food to someone or an animal
to want (wanted) – to wish for something
to make (made) – to create or produce something
to pick (picked) – to take flowers, fruit, or something with your fingers
to give (gave) – to let someone have something
to draw (drew) – to make a picture with a pen or pencil
to write (wrote) – to put words on paper
to say (said) – to speak words
to smile (smiled) – to make a happy face with your mouth
to hug (hugged) – to put your arms around someone
to have (had) – to own or experience something
###################
Questions and answers in past simple:
Example:
Did Sophea live in the city when she was ten?
YOU WRITE: No, she did not. She lived in the countryside.
Did Sophea dislike her mother? _________________________________
Did Sophea and her mother go to school together? _________________________________
Did her mother work in the garden? _________________________________
Did Sophea feed the chickens? _________________________________
Did Sophea give flowers to her father on Mother’s Day? _________________________________
Did her father draw a picture for Mother’s Day? _________________________________
Did the family go to the city for Mother’s Day? _________________________________
Did Sophea clean the garden by herself? _________________________________
Did Sophea forget to say “I love you” to her mother? _________________________________
—————————— Correct answers:
Did Sophea live in the city when she was ten? No, she did not. She lived in the countryside.
Did Sophea dislike [not like] her mother? No, she did not. She loved her mother very much.
Did Sophea and her mother go to school together? No, they did not. They cooked and cleaned together.
Did her mother work in the garden? No, she did not. Her father worked in the garden.
Did Sophea feed the chickens? No, she did not. Her brother fed the chickens.
Did Sophea give flowers to her father on Mother’s Day? No, she did not. She gave flowers to her mother.
Did her father draw a picture for Mother’s Day? No, he did not. Sophea drew the picture.
Did the family go to the city for Mother’s Day? No, they did not. They stayed at home and celebrated.
Did Sophea clean the garden by herself? No, she did not. She helped her mother in the house.
Did Sophea forget to say “I love you” to her mother? No, she did not. She wrote, “I love you, Mommy.”
####################
True?
Example:
Sophea lived in a city when she was ten years old.
YOU WRITE:
Sophea did not live in a city when she was ten years old. She lived in the countryside.
Sophea and her mother went to school together. ___________________________________
Her father carried water in the house. ___________________________________
Sophea gave a present to her father on Mother’s Day. ___________________________________
Sophea cleaned the garden with her mother. ___________________________________
Her mother worked in the garden sometimes. ___________________________________
The family went to the city on Mother’s Day. ___________________________________
Sophea forgot to draw a picture for her mother. ___________________________________
Sophea did not pick flowers for her mother. ___________________________________
——————————————– Correct version:
Sophea lived in a city when she was ten years old. Sophea did not live in a city when she was ten years old. She lived in the countryside.
Sophea and her mother went to school together. Sophea did not go to school with her mother. She sometimes went to the market and cooked with her mother.
Her father carried water in the house. Her father did not carry water in the house. He carried water outside.
Sophea gave a present to her father on Mother’s Day. Sophea did not give a present to her father on Mother’s Day. She gave it to her mother.
Sophea cleaned the garden with her mother. Sophea did not clean the garden with her mother. She cleaned the house with her mother.
Her mother worked in the garden sometimes. Her mother did not work in the garden sometimes. She helped Sophea at home.
The family went to the city on Mother’s Day. The family did not go to the city on Mother’s Day. They stayed at home.
Sophea forgot to draw a picture for her mother. Sophea did not forget to draw a picture for her mother. She drew a picture for her.
Sophea did not pick flowers for her mother. Sophea did not forget to pick flowers for her mother. She picked flowers from the garden.
####################
When Sophea was ten years old – complete:
Sophea ______________________ (want) to help her mother.
Sophea and her mother ______________________ (like) to cook together.
Sometimes, Sophea ______________________ (go) to the market with her mother.
On Mother’s Day, Sophea ______________________ (want) to make her mother happy.
She ______________________ (pick) flowers to give to her mother.
Sophea ______________________ (draw) a picture to show her love.
She ______________________ (write) “I love you, Mommy” to say how she felt.
Her father ______________________ (work) in the garden to carry water.
Her brother ______________________ (help) at home to clean the house.
The family ______________________ (smile) and ________________ (give) hugs to celebrate Mother’s Day.
Sophea ______________________ (like) to help her mother with cooking and cleaning.
Her father ______________________ (say) “Happy Mother’s Day.” to Sophea’s mother.
Mother’s Day ______________________ (be) special for the family to enjoy together.
———————————-
Correct version:
Sophea wanted to help her mother.
Sophea and her mother liked to cook together.
Sometimes, Sophea went to the market with her mother.
On Mother’s Day, Sophea wanted to make her mother happy.
She picked flowers to give to her mother.
Sophea drew a picture to show her love.
She wrote “I love you, Mommy” to say how she felt.
Her father worked in the garden to carry water.
Her brother helped at home to clean the house.
The family smiled and gave hugs to celebrate Mother’s Day.
Sophea liked to help her mother with cooking and cleaning.
Her father said “Happy Mother’s Day” to Sophea’s mother.
Mother’s Day was special for the family to enjoy together.
#################
Correct the mistakes, do not use a ’not‘ construction::
Example:
Sophea lived in a city when she was ten years old.
YOU WRITE: She lived in a village when she was ten years old.
Sophea hated her mother. __________________________
Sophea and her mother went to school together. __________________________
Sophea helped no one at home. __________________________
Her father worked inside the house instead of the garden. __________________________
Her brother played all day and did not help. __________________________
Sophea gave flowers to her father on Mother’s Day. __________________________
Sophea forgot to draw a picture for her mother. __________________________
The family forgot Mother’s Day. __________________________
Mother’s Day was not special for the family. __________________________
Sophea wrote a letter to her father. __________________________
Her mother was unfriendly to Sophea. __________________________
—————————————-
Correct version:
Sophea loved her mother.
Sophea and her mother cooked and cleaned together.
Sophea helped her mother at home.
Her father worked in the garden.
Her brother helped at home.
Sophea gave flowers to her mother on Mother’s Day.
Sophea drew a picture for her mother.
The family celebrated Mother’s Day.
Mother’s Day was special for the family.
Sophea wrote a letter to her mother.
Her mother was kind to Sophea.
###################
Make the sentences negative:
Example:
Sophea lived in a city when she was ten years old.
YOU WRITE:
Sophea did not live in the city when she was ten years old.
——————————-
Sophea hated her mother.
Sophea and her mother went to school together.
Sophea stayed at home all the time.
Her father worked inside the house.
Her brother played all day.
Sophea gave flowers to her father on Mother’s Day.
Sophea forgot to draw a picture for her mother.
The family ignored Mother’s Day.
Mother’s Day was a day like all the others for the family.
——————————— Answers:
Sophea did not hate her mother.
Sophea and her mother did not go to school together.
Sophea did not stay at home all the time.
Her father did not work inside the house.
Her brother did not play all day.
Sophea did not give flowers to her father on Mother’s Day.
Sophea did not forget to draw a picture for her mother.
The family did not ignore Mother’s Day.
Mother’s Day was a special day.
#######################
Interview with Sophea, fill in, words below:
sometimes – carried – every day – kind – write – family – fed – cleaned – kitchen – very much – countryside – drew – together
______________________________
Q: Where did you live when you were ten? A: I lived in the __________.
Q: Who did you live with? A: I lived with my family.
Q: Did you love your mother? A: Yes, I loved my mother __________.
Q: How was your mother? A: My mother was __________.
Q: What did you do with your mother? A: I cooked and __________ with my mother.
Q: Did you go to the market with your mother? A: Yes, __________ I went to the market with my mother.
Q: What did your father do at home? A: My father worked in the garden and __________ water.
Q: Did your brother help at home? A: Yes, my brother __________ the chickens.
Q: What did you do on Mother’s Day? A: I picked flowers and __________ a picture for my mother.
Q: Did you __________ something for your mother? A: Yes, I wrote “I love you, Mommy.”
Q: Who said “Happy Mother’s Day”? A: My father and my brother said “Happy Mother’s Day.”
Q: Did your __________ smile and hug on Mother’s Day? A: Yes, we smiled and hugged.
Q: Why was Mother’s Day special? A: It was special because we were all happy ___________.
Q: Did you like helping your mother? A: Yes, I liked helping my mother in the __________.
Q: How often did your mother help you? A: My mother helped me __________.
Q: Did your family work together? A: Yes, my family worked together.
—————————————-
Correct version:
Q: Where did you live when you were ten? A: I lived in the countryside.
Q: Who did you live with? A: I lived with my family.
Q: Did you love your mother? A: Yes, I loved my mother very much.
Q: How was your mother? A: My mother was kind.
Q: What did you do with your mother? A: I cooked and cleaned with my mother.
Q: Did you go to the market with your mother? A: Yes, sometimes I went to the market with my mother.
Q: What did your father do at home? A: My father worked in the garden and carried water.
Q: Did your brother help at home? A: Yes, my brother fed the chickens.
Q: What did you do on Mother’s Day? A: I picked flowers and drew a picture for my mother.
Q: Did you write something for your mother? A: Yes, I wrote “I love you, Mommy.”
Q: Who said “Happy Mother’s Day”? A: My father and my brother said “Happy Mother’s Day.”
Q: Did your family smile and hug on Mother’s Day? A: Yes, we smiled and hugged.
Q: Why was Mother’s Day special? A: It was special because we were all happy together.
Q: Did you like helping your mother? A: Yes, I liked helping my mother in the kitchen.
Q: How often did your mother help you? A: My mother helped me every day.
Q: Did your family work together? A: Yes, my family worked together.
