- a second chance: turning a bad day around
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🧍♂️ Body language verbs and additional non-verbal cues — in the same order they appear in the text and analysis;
verbs/phrases you should remember:
- to sit straight – to sit with your back tall and not bent.
- to fold hands on the desk – to put your hands together on the table.
- to look directly at someone – to look into someone’s eyes.
- to fidget with fingers – to move your fingers when you feel nervous.
- to look at the floor – to move your eyes down to the ground.
- to lean forward – to move your body a little closer to someone.
- to raise eyebrows – to move your eyebrows up in surprise.
- to bite one’s lip – to press your teeth on your lip when worried.
- to rub eyes – to touch your eyes with your fingers, often when sad or tired.
- to take a deep breath – to breathe in a lot of air slowly.
- to nod slowly – to move your head up and down slowly to show yes.
- to soften expression – to make your face look kind, not angry.
- to lean back – to move your body a little backward in your chair.
- to tap a pen on the desk – to hit the pen lightly on the table again and again.
- to look thoughtful – to look like you are thinking.
- to look up – to move your eyes higher.
- to have watery eyes – to have eyes full of tears.
- to sit up straight – to make your back tall and correct.
- to smile slightly – to make a small, soft smile.
- to point at someone – to show someone with your finger.
- to stand up – to move from sitting to standing.
- to walk around the desk – to move your body to the other side of the table.
- to pat someone’s shoulder – to touch someone’s shoulder softly with your hand.
- to smile warmly – to give a kind and friendly smile.
- to shake hands – to hold and move another person’s hand.
- to nod eagerly – to move your head up and down quickly to show yes.
- to smile big – to give a big, happy smile.
- to walk to the door – to move your feet toward the door.
- to turn back – to move your body to look behind you.
- to wave – to move your hand to say hello or goodbye.
💬 Additional Non-Verbal Cues (from the analysis)
- to have a serious expression – to look serious on your face.
- to look nervous – to look worried or scared.
- to feel scared – to be afraid something bad will happen.
- to feel sorry – to feel bad for doing something wrong.
- to show kindness through body language – to make your face and body look friendly.
- to show confidence through posture – to stand or sit tall to look sure of yourself.
- to express sympathy through gestures – to show you care with your hands or face.
- to show understanding by softening tone and expression – to make your voice and face gentle to show you understand.
- to express relief through smiling – to smile when you feel better after stress.
- to show authority by pointing or sitting upright – to act strong and in control with your body.
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Dialogue 1: Happy Ending
Setting: The GM’s office, a small, tidy room with a wooden desk, two chairs, and a window showing the morning sun. Tom sits across from the GM, his hands shaking slightly. The GM looks serious but calm.
GM: (sits straight, hands folded on desk, looks directly at Tom) Tom, we need to talk. Yesterday was not good. Many guests complained about you. They said you were rude, slow, not professional. What happened?
Tom: (fidgets with his fingers, looks at floor, voice low) I’m so sorry, sir. Yesterday was… a very bad day. I wasn’t myself. I know I did wrong.
GM: (leans forward, raises eyebrows, voice firm) Tom, this is a five-star hotel. Guests expect the best service. Always. You can’t be rude because of a bad day. Tell me, what was wrong?
Tom: (bites lip, rubs eyes, takes deep breath) It’s my mother, sir. She’s very sick. I got bad news before work. I was so upset, I couldn’t think. I didn’t mean to be rude.
GM: (nods slowly, softens expression, leans back) I’m sorry about your mother, Tom. That’s hard. But you didn’t tell anyone. Why didn’t you say something? We could help.
Tom: (looks up, eyes watery, voice shaky) I thought… I could handle it. I didn’t want to cause problems. But I was wrong. I feel terrible about the guests.
GM: (taps pen on desk, looks thoughtful) Okay, Tom. I understand bad days happen. But you need to talk to us. We’re a team. You can’t let personal things hurt your work.
Tom: (nods quickly, sits up straighter) You’re right, sir. I should’ve told you. I promise it won’t happen again. I love this job. I want to make it right.
GM: (smiles slightly, points at Tom) You’re a good waiter, Tom, when you’re focused. I believe you can do better. But we can’t have complaints again. Understand?
Tom: (nods eagerly, small smile) Yes, sir! I understand. I’ll be professional. No more mistakes. Thank you for talking to me.
GM: (stands up, walks around desk, voice kind) Good. Here’s what we’ll do. Take today off. Go home, rest, clear your mind. Come back tomorrow ready to work hard.
Tom: (stands up, eyes wide, voice grateful) Really, sir? Thank you so much! I won’t let you down. I’ll come back better.
GM: (pats Tom’s shoulder, smiles warmly) I trust you, Tom. If you need help, or if something’s wrong, tell me. My door is always open.
Tom: (shakes GM’s hand, smiles big) Thank you, sir. I really mean it. I’ll be back tomorrow, ready to work.
GM: (nods, points to door) Good. Go rest now. See you tomorrow, Tom.
Tom: (walks to door, turns back, waves) Thank you again, sir. See you tomorrow!
Outcome:
Tom feels understood and supported. He takes the day to rest, visits his mother, and returns to work the next day with renewed focus, determined to prove his professionalism. The GM feels confident in giving Tom a second chance, strengthening their trust.
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Analysis of the dialogue: Happy Ending
1. About the Dialogue
- Where: The GM’s office, early morning. It’s quiet and serious. The restaurant is not open yet.
- People:
- Tom: A waiter. He was rude to guests yesterday because he had a bad day. He is nervous and sorry. He wants to keep his job.
- GM: The boss of the restaurant. He is serious but kind. He cares about the hotel but listens to Tom.
- Why: The dialogue is about Tom’s bad behavior. The GM wants to know why. They talk and find a good solution.
- End: Tom gets a day off to rest. He feels happy and promises to do better. The GM trusts him.
2. How the Dialogue Works
The dialogue has four parts:
- Start (Problem):
- The GM says guests complained about Tom. He was rude. This makes Tom nervous.
- Example: “Tom, we need to talk. Yesterday was not good. Many guests complained about you.”
- Middle (Tom’s Story):
- Tom says he’s sorry. He talks about his sick mother. This makes the GM listen.
- Example: “It’s my mother, sir. She’s very sick.”
- Solution:
- The GM understands. He tells Tom to rest today and work better tomorrow.
- Example: “Take today off. Go home, rest.”
- End (Happy):
- Tom says thank you. The GM says he trusts Tom. They smile.
- Example: “I trust you, Tom. My door is always open.”
The dialogue starts with a problem but ends happy.
3. Language:
- Tone: The GM starts serious (“Guests expect the best service”). Then he is kind (“I’m sorry about your mother”). Tom starts scared but ends happy.
- Repeating Words: Tom says “sorry” and “promise” many times. This shows he is serious.
- Example: “I’m so sorry, sir… I promise it won’t happen again.”
4. Body Language
The dialogue has actions in parentheses.
They show feelings:
- Tom:
- Scared at Start: “(fidgets with fingers, looks at floor)” shows Tom is nervous. “(bites lip, rubs eyes)” shows he feels bad.
- Sad: “(eyes watery, voice shaky)” when he talks about his mother shows he is upset.
- Happy at End: “(nods eagerly, small smile)” and “(stands up, smiles big)” show Tom feels better.
- GM:
- Serious at Start: “(sits straight, hands folded on desk)” shows he is the boss. “(points at Tom)” shows he is serious.
- Kind Later: “(softens expression, leans back)” and “(smiles slightly)” show he cares. “(pats Tom’s shoulder)” shows he is friendly.
- Why It Works: The actions match the words. Tom’s nervous hands become a happy smile. The GM’s strict look becomes a kind pat. This helps A2 learners see the story.
5. Feelings in the Dialogue
- Start: The dialogue feels scary. The GM is serious. Tom is afraid of losing his job.
- Middle: Tom talks about his mother. The GM listens and feels sorry. This makes the talk kinder.
- End: Tom is happy because he keeps his job. The GM is happy because he trusts Tom. They shake hands and smile.
- Why Real: The dialogue feels real. The GM is strict but kind, like a good boss. Tom is sorry and wants to do better, like a real person.
6. Big Ideas
- Be Responsible: Tom says, “I know I did wrong.” This makes the GM trust him.
- Kind Boss: The GM listens to Tom’s problem. He helps Tom, not punishes him.
- Second Chance: Tom gets another chance. He must work better next time.
- Talk About Problems: Tom learns to tell the GM if he has problems. This helps the team.
7. Why the Dialogue Is Good
- Feelings: The dialogue shows Tom’s fear and happiness. It shows the GM’s strict and kind sides. This makes the story fun.
- Real Ending: Tom says sorry, so he gets a chance. The GM is kind but clear. This feels like a real job talk.
- Job Lesson: The dialogue shows how to act at a fancy hotel.
8. How to Make It Better
- Tom’s Past: The GM could say, “You’re usually a good waiter.” This shows why he gives Tom a chance.
- Guest Example: The GM could say, “A guest said you forgot their food.” This makes the problem clear.
- Tom’s Idea: Tom could say, “I’ll say sorry to the team.” This shows he wants to fix things.
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