- Learn With a Clear Plan
Learning with a clear plan means choosing one thing to learn this year. In tourism and hospitality, work is busy and sometimes stressful. If I try to learn many skills, I can feel tired and confused. When I choose one skill, I can focus better, use it fast, and see good results.
1. Guest Behavior
If I choose guest behavior, I learn why guests act in different ways. Some guests are tired, nervous, or unhappy. I learn to watch how they speak and act. This helps me understand them and stay calm.
2. Handling Complaints
If I choose handling complaints, I learn simple steps to solve problems. I listen, say sorry, and try to help. This makes guests feel heard and reduces stress.
3. Basic Pricing
If I choose basic pricing, I learn how to talk about prices clearly. I explain what the guest gets for the price. This helps me feel more confident.
4. Storytelling
If I choose storytelling, I learn short stories about places or culture. These stories make the visit more interesting and friendly.
5. Digital Tools
If I choose digital tools, I learn how to use reviews, systems, and social media. This helps me save time and give better service.
Learning one thing well helps me grow at work.
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Vocabulary:
- to be stressful: to make you feel tired, nervous, or worried
- to learn skills: to learn how to do something well
- to be confused: to not understand something
- to choose a skill: to pick one thing to learn or do
- guest behavior: how guests act and speak
- to stay calm: to feel relaxed and not angry
- handling complaints: listening to problems and helping guests
- to feel heard: to feel that someone listens to you
- to explain: to tell something so others understand
- to feel competent: to feel able and good at your job
- a review: a guest’s opinion written online
- to save time: to do something faster
- to grow at work: to get better and learn more in your job
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Match the word with the correct definition
Words
A. to be stressful
B. to learn skills
C. to be confused
D. to choose a skill
E. guest behavior
F. to stay calm
G. handling complaints
H. to feel heard
I. to explain
J. to feel competent
K. a review
L. to save time
M. to grow at work
Definitions
- to feel able and good at your job
- to do something faster
- to not understand something
- how guests act and speak
- to listen to problems and help guests
- to pick one thing to learn or do
- to feel that someone listens to you
- to tell something so others understand
- a guest’s opinion written online
- to make you feel tired, nervous, or worried
- to feel relaxed and not angry
- to learn how to do something well
- to get better and learn more in your job
_______________________
Answers:
A-10, B-12, C-3, D-6, E-4,
F-11, G-5, H-7, I-8, J-1,
K-9, L-2, M-13
_______________________
Correct version:
to be stressful – to make you feel tired, nervous, or worried
to learn skills – to learn how to do something well
to be confused – to not understand something
to choose a skill – to pick one thing to learn or do
guest behavior – how guests act and speak
to stay calm – to feel relaxed and not angry
handling complaints – listening to problems and helping guests
to feel heard – to feel that someone listens to you
to explain – to tell something so others understand
to feel competent – to feel able and good at your job
a review – a guest’s opinion written online
to save time – to do something faster
to grow at work – to get better and learn more in your job
###################
True or false:
- Learning many skills at the same time makes work easier.
- The text says it is better to focus on one skill.
- Guest behavior helps workers understand why guests feel stressed.
- Storytelling is only useful for online marketing.
- Handling complaints includes listening and saying sorry.
- The text says learning should never be used at work.
- Basic pricing helps explain value, not only money.
- Digital tools can help save time at work.
- The text says hospitality work is always calm and easy.
- Learning one skill well can improve confidence.
- Guest behavior is about how staff behave at work.
- Storytelling can make guest experiences more personal.
- The text suggests learning many skills quickly.
- Digital tools include reviews and booking systems.
_____________________
True:
2,3,5,7,8,10,12
_____________________
Corrrect version:
Learning many skills at the same time makes work easier. True is: Learning many skills at the same time can make work stressful.
The text says it is better to focus on one skill.
Guest behavior helps workers understand why guests feel stressed.
Storytelling is only useful for online marketing. True is: Storytelling helps make guest experiences more interesting and personal.
Handling complaints includes listening and saying sorry.
The text says learning should never be used at work. True is: Learning should be used fast at work to see improvement.
Basic pricing helps explain value, not only money.
Digital tools can help save time at work.
The text says hospitality work is always calm and easy. True is: Hospitality work can be tiring and stressful.
Learning one skill well can improve confidence.
Guest behavior is about how staff behave at work. True is: Guest behavior is about how guests act and speak.
Storytelling can make guest experiences more personal.
The text suggests learning many skills quickly. True is: The text suggests learning one skill and using it fast.
Digital tools include reviews and booking systems.
###############
Fill in, words below:
behavior – guests – time – skill – practice –
pricing – tired – see –
tools – work – handling –
easier
- You should learn only one __________ each year.
- Using a new skill fast helps you __________ improvement [when something becomes better than before].
- Learning one skill can make work __________.
- Guest __________ shows how guests act and feel.
- __________ complaints means listening and helping guests.
- Basic __________ shows the value of a service.
- Storytelling can make __________ enjoy their visit more.
- Digital __________ help with reviews, systems, and social media.
- __________ is important to use a skill well.
- Hospitality work can make you __________ or stressed.
- Learning one skill can help you feel competent at __________.
- Using a skill with guests can help save __________.
————————–
Correct version
- You should learn only one skill each year.
- Using a new skill fast helps you see improvement.
- Learning one skill can make work easier.
- Guest behavior shows how guests act and feel.
- Handling complaints means listening and helping guests.
- Basic pricing shows the value of a service.
- Storytelling can make guests enjoy their visit more.
- Digital tools help with reviews, systems, and social media.
- Practice is important to use a skill well.
- Hospitality work can make you tired or stressed.
- Learning one skill can help you feel competent at work.
- Using a skill with guests can help save time.
##################
Which phrase are we looking for?
Unscramble words
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Answer:
- Name one skill you can learn this year.
- How can handling complaints help guests?
- What can storytelling do for guests?
- Give one example of digital tools.
- How does learning one skill help you at work?
- Why is it better to learn one skill, not many?
- What does guest behavior show?
- How can basic pricing help guests?
- How can digital tools save time?
- What can happen if hospitality work is stressful?
_______________________
Possible answers:
- Name one skill you can learn this year.
Answer: Handling complaints. - How can handling complaints help guests?
Answer: It helps guests feel heard and solves problems. - What can storytelling do for guests?
Answer: It makes guest experiences more interesting. - Give one example of digital tools.
Answer: Reviews. - How does learning one skill help you at work?
Answer: It helps to use the skill fast and see improvement. - Why is it better to learn one skill, not many?
Answer: Learning many skills can be stressful. - What does guest behavior show?
Answer: It shows how guests act and feel. - How can basic pricing help guests?
Answer: It explains the value, not only money. - How can digital tools save time?
Answer: They help with reviews, systems, and social media. - What can happen if hospitality work is stressful?
Answer: You can feel tired or nervous.
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