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6A. Communicative

The document outlines two role-play scenarios for students practicing communication skills in a restaurant setting. In the first scenario, a waiter must handle a customer's complaints about their table and service, while in the second scenario, a customer at a fast food restaurant expresses frustration over their order and time constraints. Both roles emphasize the importance of customer service and effective problem-solving in a busy dining environment.

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Emilia Bisko
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4 views

6A. Communicative

The document outlines two role-play scenarios for students practicing communication skills in a restaurant setting. In the first scenario, a waiter must handle a customer's complaints about their table and service, while in the second scenario, a customer at a fast food restaurant expresses frustration over their order and time constraints. Both roles emphasize the importance of customer service and effective problem-solving in a busy dining environment.

Uploaded by

Emilia Bisko
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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6A COMMUNICATIVE What’s the problem?

Student A

Role-play 1 You’re a waiter / waitress in a restaurant. B is a customer.

It’s Saturday night and you think that you’re going to be very busy. This is good because the restaurant hasn’t
been very full recently. If the restaurant closes, you’ll lose your job and so you always do everything you can
to keep your customers happy and get good tips. You smile a lot,
listen, and remember that the customer is always right! It’s 8.20 in
the evening and B walks into the restaurant with his / her partner.

• Greet B. Ask for his / her name, if he / she has a reservation,


and at what time.
• The only table that you have left is one at the back of the
restaurant in a corner next to the kitchen. Offer it to B. Try
to make it sound nice (it’s intimate, dark, quiet, perfect for a
romantic evening).
• A short time later B calls you back to the table. He / She has
several problems. Try to deal with them politely. You don’t want
B to leave. However, bear in mind the following:
– There are no other free tables, though there should be one in
30 minutes.
– The kitchen is very busy because one of the chefs is ill, and B
arrived at the same time as a lot of other customers.

Begin the role-play. You start the conversation: Good evening. How can I help you?

Role-play 2 You’re a customer. B works in a fast food restaurant.

You’re having a terrible day. Your boss shouted at you


at work, you have a really important project that you
need to finish today, and you left your lunch at home.
You only have 20 minutes for lunch, so you rush to the
fast food restaurant right next to your office. When
you get there, there’s a long queue. By the time you
are served, you only have 10 minutes for lunch!

• You’re a vegetarian, so you order the vegetarian


burger. Make sure it isn’t cooked with the meat
burgers. You want to eat in because you want a
break from the office.
• When B asks you if you want anything else, ask for
a Diet Coke (you don’t like any other soft drinks) and
some chips. Tell B to make sure he / she is charging
you for a meal deal and not the separate items.
• Tell B you’ll never come to the restaurant again if you
don’t get what you ordered quickly. You really need
to be back at work in 10 minutes, so you’ll take the
food away if you have to.

Begin the role-play. B will start the conversation.

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© Copyright Oxford University Press

4039147 EF4e Intermediate Plus PCMs.indb 191 20/08/2019 10:58


6A COMMUNICATIVE What’s the problem?

Student B

Role-play 1 You’re a customer in a restaurant. A is a waiter / waitress.

You’re excited because you’re on a first date and you’ve organized the perfect evening, so nothing could go
wrong… or could it? You arrive at the restaurant at 8.20.

• Ask for your table. Your booking was for 8 p.m. for a
table near the window and you know that you’re only
20 minutes late.
• You are given another table. After a few minutes, you
decide you’re not happy because:
– the table you’ve got is next to the kitchen, which
means it’s noisy and hot.
– you need to get your food quickly, because you’re
going to a nearby cinema after dinner. The film
starts at 9.30. The waiter hasn’t even taken your
order yet!
• Call A and ask him / her to deal with your problems.
You don’t really want to leave, because it’s Saturday
night and you probably wouldn’t find anywhere else,
but you want a good explanation and solution.

Begin the role-play. A will start the conversation.

Role-play 2 You work in a fast food restaurant. A is a customer.

It’s your first day in this job. You’ve been training with
the manager all morning and he’s just left you on your
own for the first time. You don’t really know all the
burger options yet. You really want to do well in this
job because you need the money. A comes to your till.

• Greet A. Ask him / her what he / she wants to eat


and if it is to eat in or take away.
• You don’t think the vegetarian burger is cooked with
the meat, but you’re not sure.
• Ask politely if he / she wants anything else. The till
automatically charges customers ordering a burger,
chips, and a soft drink for a meal deal.
• You don’t have any Diet Coke at the moment. Try
to convince A to have a different soft drink (make
suggestions). If he / she doesn’t have a drink,
you will have to charge for the burger and chips
separately and it will be more expensive.
• The kitchen is very busy and A is getting impatient.
Try to find a solution. You don’t want to lose
a customer!

Begin the role-play. You start the conversation: Hello. How can I help you today?

192
English File fourth edition Teacher’s Guide Intermediate Plus Photocopiable © Oxford University Press 2020
© Copyright Oxford University Press

4039147 EF4e Intermediate Plus PCMs.indb 192 20/08/2019 10:58

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