Tourism Politeness Training 7

Politeness practice for travel industry workers — choosing the right English in demanding traveler situations.

Vocabulary in context

The tourism industry deals in moments — the moment a traveller sees a city for the first time, the moment a connection is made or missed, the moment a holiday either becomes what was imagined or falls short of it. Tourism professionals are often present at those moments, and the language they use shapes how the traveller experiences them. This exercise focuses on the English for the high-stakes moments: how to deliver unexpected bad news with genuine care, how to make a good moment feel even better, and how to respond to frustration with the kind of calm, problem-focused language that sometimes, on a good day, actually turns the situation around.

Ready to practice? Let's go!

1. The tables are not set up properly!
  I set them up according to your specifications. I can rearrange them if you like.
  You asked me to set them up like this. I have the proof right here.
  This was your idea, not mine.

2. Can I let you know later?
  OK, but don't take long. We don't have a lot of time.
  Sure, but please let me know soon, as time if of the essence.
  You must let me know soon, OK, sir?

3. Is the museum worth the admission price?
  It is if you like modern art. It has one of the largest collections in Europe.
  I don't like modern art, so I don't go there.
  The price of admission is not too expensive.

4. Do you have a venue in mind?
  No, please give me some more time to decide.
  Not yet, I'm still looking at several options.
  No, I don't. I will let you know.

5. Will you get in touch with the caterers?
  Yes, soon.
  Fine, I will do this for you.
  Yes, I'll get on that right away.

6. Is there a problem?
  Your bag is too heavy. You must pay more.
  Please pay for your heavy bag.
  Your bag is over the weight limit. We're going to have to charge you fo the extra weight.

7. Can I check my bike?
  Your bicycle has to be packed in an approved container in order for you to check it.
  We can't just take your bicycle as is. Pack it properly, please.
  Please follow the regulations for taking your bicycle. The first step is to pack it properly.

8. The machine doesn't want to accept my passport.
  You're putting it in wrong.
  I think you might be inserting it upside down.
  It shows you right here how to do it properly. Please pay attention.

9. Is the bus going to arrive late?
  There's going to be a minor delay. Nothing to worry about.
  There's a minor delay, but it's not our fault.
  There's a minor delay, which we appologize for.

10. What's the current exhibition?
  Currently, the main exhibition features work from Picasso's late period.
  Picasso.
  It's Picasso's art.

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