Professional english for tourism 5

HANOI OPEN UNIVERSITY FACULTY OF TOURISM LANGUAGE MODULE PET5 LECTURE NOTES (For internal use in the Faculty of Tourism only) Hanoi, December 2022 Table of Contents Unit Unit Unit 21 Unit 27 Unit 34 Unit 42 Appendix 51 Appendix 53 Appendix 55 Appendix 57 MAKING A START Objectives: At the end of the lesson, students will be able to • identify what makes a good presentation • know what makes a good introduction to a presentation • distinguish the difference between an Internal Presentation and an External Presentation • introduce yourself and your talk • practice giving introductions using different language I Pre-viewing What makes a good presentation? List all the things you think make a good presentation ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… …………………………… Insert appropriate words in the blank with the given initials to complete the key features of an effective presentation A Overall - Awareness of your audience (who are they? What are their needs or (1) i…………… ? What they expect from you?) - Clear (2) o…………… (to inform, persuade, welcome, etc.) B System - Planning- have a clear (3) structure……………… and a sense of timing - Organization- have clear connections between the different parts or ideas - Information- make sure what you say is interesting and (4) r…………… to your audience - Impact- make sure you have a (5) s…………… introduction and conclusion C Delivery - Clear, simple and fluent - Use of natural (6) s……………… language - Use pauses for (7) e……………… D Body language - Use of strong, clear (8) g……………… for emphasis - Good eye contact with the audience - Positive, (9) c…………… and relaxed manner - No distracting gestures E Visual aids - Clear and simple messages - Efficient, professional use of (10) e……………… How important is a good introduction to a presentation? What makes a good introduction to a presentation? Which of the items on the checklist below would you include in the introduction to: A An internal presentation to colleagues/students? B An internal presentation to bosses/teachers? C An external presentation to tourists? Checklist • Your name and position • The title/subject of your presentation • The purpose of your presentation • The length of time you will take • The main parts or points you will cover - outline • Any visual aids you will use • When the audience may ask questions • A reference to the audience: a human touch Decide if the following extracts come from the internal or external presentation and complete the table: Presentation Internal (to colleagues at a budget meeting) Extract A, … External (to delegates at a professional conference ) A My name’s Gorden MacNaughton I’m the new finance manager and I hope you won’t give me too hard a time! B Ladies and gentlemen It’s an honor to have the opportunity of addressing such a distinguished audience C The subject of my paper today is a critical analysis of the effects of a low carbohydrate diet on… D I’d like to tell you today about the implications of our recent survey into potential cost savings E My aim is to update you on recent research findings and to draw some tentative conclusions F This talk should serve as springboard for a discussion of the benefits and drawbacks of these savings G I plan to take only 10 minutes of your time this morning H During the next half-hour, you will hear about a wide range of research I I’ve divided up my presentation into three parts: firstly, we’ll look at the level of savings which we need to make; secondly, I’ll run through the options open to us; and, finally, I’ll be presenting my recommended course of action J The subject can be looked at under two headings: firstly, the definition of this kind of diet; and secondly… K We have 10 minutes allotted for questions following the presentation L Feel free to interrupt me at any time III Language focus INTRODUCING YOURSELF AND YOUR TALK Greeting, name, position Length Good morning My name’s (…) I’m the/your I shall only take (…) minutes of your time tour guide I plan to be brief Ladies and gentlemen It’s an honor to have It should only last (…) minutes the opportunity to address such a distinguished audience Good morning Let me start by saying just a Outline/ Main parts few words about my own background I I’ve divided my presentation into four parts / started out in … sections They are … Welcome to Standard Electronics I know The subject can be looked at under the following I’ve met some of you, but just for the benefit headings: of those I haven’t, my name’s (…) We can break this area down into the following Title/ Subject fields: I’d like to talk (to you) today about … Firstly / first of all I’m going to present the recent … Secondly/ then/ next explain our position on … brief you on …… Thirdly/ and then we come to inform you about …… Finally/ lastly/ last of all … The subject of my talk focus presentation Questions topic speech I’d be glad to answer any questions at the end of my talk Purpose/ Objective We are here today to decide …… agree …… learn about …… The purpose of this talk is If you have any questions, please feel free to interrupt Please interrupt me if there’s something which needs clarifying Otherwise, there’ll be time for discussion at the end to update on … to put you in the picture about… Reference to the audience to give you the background to… I can see many of you are … This talk is designed … to act as a springboard for discussion I know you’ve all traveled a long way You all look as though you’ve heard this before IV Exercises Complete this presentation introduction with words from the list talk about look at points of view questions brief finally hear act as go along Good afternoon and thank you for making the effort to be here with us today My name’s Rachel Rawlins and I’m possible for public affairs What I’d like to today is to (1) ……………… our recent corporate campaign This (2) …………… talk will hopefully (3)………………… a springboard (starting point) for discussion I’m going to (4)……………… the corporate campaign from three (5) ……………….: firstly, the customers; secondly, the financial institutions; and (6)…………………, the shareholders If you have any (7) … ……… , just interrupt me as I (8)………………… Your point of view may well be different, and we’d like to (9).……………… from you Repeating the same expressions can sound very boring It is important to vary your introductions Use one of the following expressions to replace each of the expressions in italics in this introduction don’t hesitate a chance I take care I’m delighted go through in more depth my purpose is Divide Sections Good morning, ladies and gentlemen It’s a pleasure to be with you today My name’s Gordon Matthews and I’m in charge of corporate finance at our headquarters here in Brussels We are here today to review some key figures and to outline financial strategy over the next five years So what I intended to is to break down this presentation into three parts : first, the financial review; second, the options facing us; and finally, the strategy I propose If you have any questions, please feel free to interrupt me, but I should also say there’ll be an opportunity to discuss issues at greater length after my talk VISUAL AIDS Objectives: At the end of the lesson, students will be able to • know different kinds of visual aids • design good visual aids for a presentation • practice using visual aids while making a presentation • identify different types of charts, tables and graphs • describe trends, charts, tables and graphs I Pre-viewing What are visual aids? List down all kinds of visual aids for presentations How important are visual aids to making a presentation? What you think about this idea: “The human brain processes a visual 400.000 times faster than a text”? What think of the following visuals? Note down the differences between them Product design DESIGN Attractive Informative There are three areas that are of the utmost importance when considering the design of any new product: Convenient Attracting the customer Informing the customer Being convenient for the customer This is how we have dealt with these three areas: The color, shape, and texture of the bottle have been chosen after considerable research because they proved to be the ones that the pilot group considered the most attractive Research also showed that customers were not interested in glamorous names or the use of many colors What they really wanted was hard information about what was inside the bottle Once again, it was better not to use long technical jargon to describe the contents, but to use simple language that the lay person could easily understand A surprise result was that so many of the pilot group were concerned about how easy (or difficult!) it would be to open the bottle Many thought we had paid too much attention to safety features—making it difficult for small children to open—and not enough attention to customer convenience Can you add any other ‘rules’ to the following checklist for designing and using visuals? Checklist • Don’t design visuals to repeat what you can say in words • Don’t read from the visual • Don’t overcrowd visuals with too much information • Don’t use too many visuals in one presentation II: Language focus DESCRIBING TRENDS, CHARTS, AND GRAPHS Group discussion How are these descriptions organized? How long should each part be? ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… ………… Suggest steps we should follow when describing graphs (1)……………………………………………………………………………… (2)……………………………………………………………………………… (3)……………………………………………………………………………… (4)……………………………………………………………………………… (5)………………………………………………………………………………… Underline the language used to describe the table/ graphs in these examples A The graphs below show information on the production of consumer goods and the consumption of television sets in Russia Write a report for a university lecturer describing the information in the graphs Watch the video again This time, look at the organization of her presentation Fill in the details in the following chart Introduction | Outline | Main Parts | Summary | Conclusion 44 II Language focus DELIVERY AND STYLE Tempo Sentence length Vary the speech- don’t talk at the same pace all the time And pause from time to time- a few second of silence are sometimes just as effective as words Avoid reading your text - this should help keep the sentences fairly short Register/ Style Volume This is largely a question of voice projection There is no need to shout Vary the volume A quiet part can contrast with a louder part Expressiveness Vary the pitch (high pitch = soprano, low pitch = bass) A good way of varying the pitch is introducing questions into your presentation This should force you to raise the pitch a little Make your English sound natural - don’t use written English Decide how formal the language should be for the audience Linkers Use linking expressions to guide the audience through your presentation Linkers will also help you vary the pace of your presentation Emphasizers / Minimizers It’s always a good idea to exaggerate a little- it will help to get your message across persuasively Articulation The sounds will be clearer if you don’t rush your words if you anticipate difficulty in pronouncing certain key words, practice them beforehand Usually the problem is the syllable stress III Exercise These are two short extracts from Joanna's presentation again A Read the first extract, mark the linking expressions and the emphasizers/ minimizers Joanna uses The first thing to be said about these products is that they’re very diverse Let’s take our premium export lager, Hohenbrau Now this product has always been positioned at the top end of the market It has a high price and it’s only available through selected retailed outlets Altogether it’s quite exclusive On the other hand, our Rutter’s bitter has an entirely different personality It’s brewed in a traditional way We put a lot of malt into it, which gives it a rich golden colour As far as I know, it’s always been sold at a medium price, and is available though most supermarkets 45 So, as you can see, these are two very different products One, an up-market German-type Pilsener, the other a very English bitter One point for discussion, then, is whether we should maintain such different products in our range Let’s move on to marketing, and I only want to raise one issue B Read the second extract, mark the pauses and the words Joanna may emphasizes The third element is the people and primarily, here I mean the brewery workers and the management One of the things that shocked me when I first joined Westwood was this organization chart It’s like something from the last century Do you realize there are ten layers between the shop-floor workers and the Managing Director? In my view, this makes the company slow and unresponsive I know there are many good things about Westwood, but our image is much the same as it was in, say, the times of Queen Victoria – a very traditional, paternalistic employer Well, the very last we need to is discuss whether this image is appropriate for the last 20th century, let alone the 21st Look at the text below Mark the linkers, emphasizers (E), minimizers (M) and where you would pause (/) The first line has been marked for you Then practice giving a short presentation based on the text below There are some important (E) things to remember /when giving a presentation / One of the key elements, in my opinion, is the contact with the audience This can be achieved through a variety of techniques For example, keeping eye contact as much as possible is a very important factor In fact, if you are speaking to a very large audience it’s a good idea to pick out two or three members of the audience and establish eye contact with them Another way of keeping contact is to encourage the audience to interrupt and ask questions during the presentation This may depend on the time you have allocated but, in principle, it is better to deal with a question at the time it arises rather than later There are many other factors but eye contact and audience participation will count for 60% success in establishing a strong relationship with your audience V Presentation practice Prepare and give a presentation on the topic you have prepared GUIDELINES A Before the presentation Define the audience Clarify the objectives/purpose Plan the content / Control the length Follow a clear structure: introduction, main parts, summary and conclusion B During the presentation Keep eye contact with the audience Don't rush (remember to pause) Articulate clearly and project your voice 46 USE THE FLOW CHARTS BELOW TO HELP YOU A The classic presentation structure Introduction → Outline → Main parts → Summary → Conclusion B The flow- chart used to give a presentation Introduction I’d like to talk today about …  Outline  I’ve divided my talk into … Questions If you have any questions, please …  Part one Let’s start with… So that covers…  Part two That brings me to … Let’s leave that there …  Part three/ four etc … and turn to …  Summary To sum up …  Conclusion In conclusion … C The flow-chart used to give the ending of a presentation Signal to end → Summary → Conclusion → Recommendation → Close → Invitation for questions 47 D The flow-chart used to handle the questions Welcomes the question  Takes time to think before answering  Clarifies the question  Accepts criticism positively  Checks the questioner is satisfied EVALUATION Fill in the evaluation form for your friend’s presentation Poor Satisfactory Good Excellent System General organization Introduction Ending Connections Relevance (on topic) Length Level of language Delivery Tempo Volume Expressiveness Articulation Language Sentence length Register/ style Linkers Emphasizers/minimizers 48 Manner Audience contact Interest Assurance/ confidence Body language Stance and posture Hands Eye contact Movement Facial expression Appearance Questions Welcomes questions Clarifies question Is positive Checks if satisfied Overall impression  49 50 Appendix 1: HƯỚNG DẪN LÀM BÀI PROJECT Guidelines for PET5 Project Report General topic: EVALUATION OF FOREIGN TOURISTS ON THEIR VISIT TO VIETNAM Your project report should include: TITLE PAGE • Name of the project • Names of the group members and name of the person receiving the report (place in the bottom right-hand corner) • the submission date TABLE OF CONTENTS The table of contents lists the main sections (headings) of the report, and the page on which each begins If your report includes tables, diagrams or illustrations, these are listed separately on the page after the table of contents CONTENTS OF THE REPORT Chapter I: INTRODUCTION Background of the project - Who is this project written for? For what purpose? The significance of the project - What is the context of the issue you are studying? - What is the reason(s) for choosing the topic of your study? - What is the significance of the project (to the related fields/ to the students of tourism major)? Objectives of the project - What you want to achieve after doing this project? Methodology of the study - What is the method of data collection? (If applicable - this should include what you did and why, such as a survey or interview.) Scope of the project - Describe and explain your choice of time/Place/participants and the size and selection criteria of the study sample when carrying out the project - What are the limitations of the project? Structure of the project report - How is the report organized? What are the main key points of each part? Chapter II BODY Description of the data collection process Brief description of the data collection process: - What method was used to get data from tourists? - Who were the tourists? - How were the tourists approached? - What were their attitudes to being asked questions? - Were there any problems, etc? - What did you to improve those problems? What were the results? 51 Results and Discussion - Each section must be presented under a clear heading - The results of each section are clearly presented in a table/chart format followed by a Description (a short ESSAY describing the Chart/Table, 150-200 words) and a Discussion on that Chart/Table (50-100 words) + Description: How you express the figures/data on the tables/charts? + Discussion: Is there any other information you want to share that does not appear on the tables/charts? Are there any possible reasons for the phenomena found in the tables/charts? Chapter III CONCLUSION AND RECOMMENDATIONS Conclusion - What are the key findings from the Results and Discussion section? (Relate your conclusion to the objectives of the report and arrange your points logically so that major conclusions are presented first.) Recommendations - What actions could be taken to solve the problems mentioned in the Conclusion? Reflection - What is your general evaluation of your project? Are you satisfied with it? - What have you learned from doing the project? - Was there anything you would like to change if you could redo the project? - Any recommendations for other FOT students when doing the project in the future? REFERENCES List all sources of information used by the researchers APPENDICES - Provide a completed list of questions for data collection and a list of questions for in-depth interviews (with tourists’ answers) - Attach 20 photos of students with 20 different tourists - List any supplementary information which may be of interest or use to the readers (optional) ***INFRINGEMENTS: ▪ The project report must be handed in on Day 15 of the course ▪ The report must be between 20-25 pages long ▪ If you miss any important parts required or the content is too weak, you will automatically get mark Zero ▪ No copying is accepted If you copy, you will automatically fail the course ▪ No excuses for handing in the project late  52 Appendix 2: HOW TO WRITE A PROJECT REPORT The Project Report A report is written for a clear purpose and to a particular audience Specific information and evidence are presented, analysed and applied to a particular problem or issue The information is presented in a clearly structured format making use of sections and headings so that the information is easy to locate and follow What makes a good report? Two of the reasons why reports are used as forms of written assessment are: • to find out what you have learned from your reading, research or experience; • to give you experience of an important skill that is widely used in the work place An effective report presents and analyses facts and evidence that are relevant to the specific problem or issue of the report brief All sources used should be acknowledged and referenced throughout, in accordance with the preferred method of your department The style of writing in a report is usually less discursive than in an essay, with a more direct and economic use of language A well written report will demonstrate your ability to: • understand the purpose of the report brief and adhere to its specifications; • gather, evaluate and analyse relevant information; • structure material in a logical and coherent order; • present your report in a consistent manner according to the instructions of the report brief; • make appropriate conclusions that are supported by the evidence and analysis of the report; • make thoughtful and practical recommendations where required How to write a Project Report Unlike an essay, which sets out to defend a writer's view about a topic and does not have to feature headings, a report discusses a topic in a structured, easy-to-follow format Reports are divided into sections with headings and subheadings Reports can be academic, technical, or business-oriented, and feature recommendations for specific actions Reports are written to present facts about a situation, project, or process and will define and analyze the issue at hand Ultimately, the goal of a report is to relay observations to a specific audience in a clear and concise style Let's review the proper report writing format so you can craft a professional finished product Title page This page should include: • the report title, which states the report’s purpose • your name and the name of the person receiving the report (place in the bottom right-hand corner) • the submission date 53 Table of contents The table of contents lists the main sections (headings) of the report, and the page on which each begins If your report includes tables, diagrams or illustrations, these are listed separately on the page after the table of contents Introduction This is one of the most important components of the report It should begin with a clear statement of what the project is about so that the nature and scope of the project can be understood by a lay reader The introduction should: • set the project into context and give the proposed layout for achieving the project goals • discuss the importance or significance of the research or problem to be reported • define the purpose of the report • outline the issues to be discussed (scope) • inform the reader of any limitations to the report, or any assumptions made Body This contains the main substance of the report, organised into sections with headings and subheadings rather than paragraphs The body of a report can include the following: • A description of the issue or situation which is being reported on This may include a literature review of the research on that issue • The method of data collection, if applicable - this should include what you did and why, such as a survey or interview, and the size and selection criteria of the study sample • A discussion and analysis of the data collected - this should comment on the reliability and accuracy of the data and relate the findings to your report’s purpose and current literature Conclusion This summarises the key findings from the discussion section and may be numbered here for clarity Relate your conclusion to the objectives of the report and arrange your points logically so that major conclusions are presented first Some reports may require a discussion of recommendations, rather than a conclusion Recommendations These are subjective opinions about what action you think could be followed They must be realistic, achievable and clearly relate to the conclusion of the report References This must contain all the material cited in the report It must be accurate and consistent with a standard referencing style Appendices These contain extra supporting information that is put at the end of the report so as not to distract the reader from the main issues They contain detailed information, such as questionnaires, tables, graphs and diagrams Appendices should be clearly set out and numbered in the order they are mentioned in the text  54 Appendix 3: HOW TO WRITE THE LIST OF QUESTIONS FOR INTERVIEW The list of questions is for the STUDENTS to get information from tourists, not for the tourists to fulfill the information themselves It should include the following parts: • • • • A title Instruction Question items + blank space for filling in the answers Additional information (optional) Note that the list of questions should be around 15-25 questions, i.e it should NOT be: • • more than A4 pages takes more than 30 minutes to complete Some suggested topics for the project: Hotels Restaurant … Tour operator Tour guide Tourist site Transportation Entertainment … ➔ Name of the project should be named based on the specific topic that students choose, e.g.: “An evaluation of (foreign) tourists on HOTELS in Vietnam” Some suggestions on sub-topics of the topic of the interview: Here are some suggested sub-topics to interview: - Hotel: tourists’ background information, facilities, cleanliness, staff, price, location, restaurant, bar & lounge (if any), … - Restaurant: tourists’ background information, hygiene, facilities, staff, food, ambiance, location, price, service… - Tour operator: scale of business, tourists’ background information, ranges of products, staff, price, service, after-sales services,… - Tour guide: tourists’ background information, communication skills, general knowledge, professional skills, language competence, organizational skills, … - Tourist site: tourists’ background information, landscape, facilities, entrance fee, hygiene, management of tourist activities, environment protection, … - Transportation: tourists’ background information, speed, price, convenience, safety, service, facilities… - Entertainment: tourists’ background information, facilities, price, variety of activities, attractiveness of the activities, location, … Sample list of questions (do not copy) The questions should include both “WHAT” (the questions of facts) and then “HOW” (the questions of opinions) questions List of questions Topic: An evaluation of foreign tourists about hotels in Hanoi Group: … Group members: Class:…, Faculty of Tourism, Hanoi Open University I BACKGROUND INFORMATION Date: _ Firstly, I would like to ask you some questions about yourself 55 Age: Can you tell me how old you are? (If you don’t mind) Gender: (Students fill in here themselves, not ask tourists) Country: Where are you from? How did you find out about the service? (you can suggest some options if you find it difficult for tourists to give their answer, eg From the internet, Friends, acquaintances, relatives, …) Now please answer some detailed questions about the accommodation you have stayed in Hanoi II ACCOMMODATION What is your feeling when staying in hotels in Hanoi? (about cleanliness? Variety of facilities, …?) Students then summarize the results in the table like the following: Very good Good Normal Bad Very bad Cleanliness Variety of facilities Modernity of facilities Decoration Safety Location Price (Suggested questions for in-depth interview: If your answer is bad/very bad Can you indicate why?) ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… ……………………………………………………………………………………………… III STAFF What you think of the staff in the hotel you stayed? (about professional skills, supportiveness, …?) Students then summarize the results in the table like the following: Very good Good Normal Bad Very bad Professional skills Supportiveness Communication skills Appearance Suggested questions for in-depth interview: If your answer is bad/very bad Can you indicate why?/ What you think would be the most satisfying aspect of the staff of the hotel? ……………………………………………………………………………………………………… ……………………………………………………………………………………………………… 18 In general, would you recommend the hotel to others? 19 In general, what is your opinion about this hotel? 20 Do you have any suggestions to improve this hotel in the future? Thank you for your cooperation! 56 Appendix 4: Tips for conducting the interview with foreign tourists Choosing places for an interview - Places in Hanoi that are most popular with foreign tourists are: Hoan Kiem lake, Temple of Literature, Ho Chi Minh Complex - Time for interview: Morning: 8.30 am; Afternoon: pm Choosing foreign visitors for interview Here are some suggestions: - The old tourists: they travel abroad a lot, so they have rich knowledge about life and culture; Most of them are easy-going and excited to have a talk with Vietnamese, especially Vietnamese students - The young tourists: they are about the same age as you, so it is easier for you to make an acquaintance and talk with them Choose tourists that sound resting and relaxed to talk; not choose someone who looks tired or unhappy because they may not be willing to share their opinions with you How to communicate with foreign tourists - Introduce yourself, and the purpose of the interview, and ask for permission to the interview - Sample language: Good morning, my name is … I’m a student of Hanoi Open University, Faculty of Tourism I’m doing a project (name) so could you please spend some time for me to share your opinion about (hotel/ restaurant/ tours…) in Hanoi? - While asking the questions, be sure you receive full answers in open questions (“HOW- opinion questions) from tourists, not short answers For doing so, make sure you prepare some topics of small talk in advance, these are some questions or comments that will encourage tourists to talk more Here are some suggestions on the small talk topics: + Transport: How you feel about transport in Hanoi? If the answer is “Good” only, then you can make further questions, eg.: So you are satisfied with the services? Or the prices? What you think of the facilities of the transport system in Hanoi? … is it as good as where you are from? (this question is for breaking the ice) - Do not forget to thank the tourists when finishing the interview Some good thank-you can be: “Thank you for your cooperation This is of great help to me! I wish you a great trip in Vietnam!” *** Notes for students: - Do not try to write down everything that is said by the tourists because this will take you a bunch of time Instead, make notes of the main ideas that will probably answer your questions - You should record all the interviews (Pls note that you need to ask for the permission of the tourists first) The audio recordings will be kept as proof of your interview activities by the end of the course Name the file with clear order, date, place …(e.g Folder: 1st interview, File name: 1st interviewee _ HK lake_27/12/22) - You should also ask for the contact details of the interviewees These will be used as proof of your interview or in case you need to contact them for further information about the interview - Never give the list of questions to tourists Because: it will not improve your speaking skill, which is opposite to the main purpose of doing EFT project Moreover, if most of the questions are closed, it will be difficult to find out their real feelings about tourism in Vietnam 57 - Prepare information about recreational activities This helps you much in your conversation because this kind of information will be useful to tourists for sure Whenever you choose a tourist site for the interviews, you should take time to collect information about the site It is really an advantage for you during your conversation Foreign tourists are most interested in the legends and interesting stories related to the place Besides, you should have a general knowledge about other famous sites in Hanoi in particular and all over Vietnam in general, such as Sapa, Halong bay, Hue This is a good chance for you to praise the beauty of our country - Knowing about the identities of the nation where interviewed tourists come from will support you during the talk and bring you far from taboos - Finally, not hesitate to ask for assistance from your teacher, her help is always available and above all, it’s for free!!!  58