1. Objednávka v restauraci 3 Slovní zásoba Škola: SOU Val. Klobouky Ročník: třetí Obor: Kuchař/číšník Název projektu: Zkvalitnění výuky prostřednictvím ICT Předmět: Anglický jazyk Datum vytvoření:1.10.2012 Registrační číslo projektu:CZ.1.07/1.5.00/34.0459

2. HOMEWORK What expressions did the woman use to apologize? Let´s check. http://www.youtube.com/watch?v=uoS2hx2zFng What went wrong here? The table was wobbly Guests had to wait long for a meal One guest got a wrong order The meal wasnt prepared properly http://www.youtube.com/watch?v=curq04VNYdI&feature=BFa&list=PLKqE3d2ecR wOavxccfcSzBONh4O6nULmM

3. Apology What apologies used both waitresses? http://www.youtube.com/watch?v=HjB9H1qDKcE What else can a waiter/waitress use to appologize? I am really sorry about it, Sorry I will give you a new cup of coffee I am sorry, I trully/sincerelly/ honestly feel sorry for you. I will give you a meal right away. In order to express my applogy our restaurant serves the pudding for free to you. I am very sorry that you waited so long for your meal.

4. What else can you use when making an apology? I'm sorry ---- I'm really sorry about this. I'm very/teribly sorry. I am sorry that I was so rude. I'm afraid ------ I'm afraid we have run out of that dish. I am affraid I made a mistake. I am sorry to say that ----- I am sorry to say that but this table is reserved. I apologize for something to someone ----- We apologise for the delay in bringing your meals. Is this your seat? Oh, I do apologise. Další: Please accept our sincere apologies for this mistake.

5. V jakých situacích byly použity tyto omluvy????? Proberte se spolusedičem. "I'm sorry to say I can't come." "I'm afraid I can't come.„ I apologised for leaving my boy-friend without saing a word. "Do that again and you will be sorry.". There was misunderstanding between me and my wife because of some thankless person. I had to apologize to my wife that I trusted that thankless person instead of her. "Mr Jones sends his deepest apologies for not attending the meeting". I made a stupid mistake... I had to apologise to my collegue, because someone broke the window and he was the only one there at that moment, so all stuff said that it was he who had broken it, so then we realised that it was the wind who broke the window, so I had to apologise for it,as well as my collegues did. There is no excuse for my behaviour. "I'm sorry you didn't pass your exam. Better luck next time."

6. What else can you use when making an apology? I'm sorry ---- I'm really sorry about this. I'm very/teribly sorry. I am sorry that I was so rude. I'm afraid ------ I'm afraid we have run out of that dish. I am affraid I made a mistake. I am sorry to say that ----- I am sorry to say that but this table is reserved. I apologize for something to someone ----- We apologise for the delay in bringing your meals. Is this your seat? Oh, I do apologise. Další: Please accept our sincere apologies for this mistake.

7. Let´s play Try to appologize for: bringing the food after long time/slow service Serving the wrong dish Bringing a burned meal Bringing a cold dish A piece of hair in the guests meal WAITER GUEST Service! I have a problem. Stížnost – match the complaint to a problem It takes much time I got a wrong dish My meal is cold My meal is burned There was a piece of hair in my

8. Homework The Rule Number One … the customer is always right. http://www.youtube.com/watch?v=BFOHysFpDj8 1) Jaké z toho plyne ponaučení??? ____________________________________ 2) Na konci příběhu je toto ponaučení vyřčeno anglicky. Pokuste se jej zachytit. ____________________________________ Never try this !!! http://www.google.co.uk/imgres?q=never+try+this&hl=cs&sa=X&biw=1087&bih=506&tbm=isch&prmd=imvns&tbnid=JWr CowGQCz_sZM:&imgrefurl=http://topcultured.com/if-you-dont-at-least-try/if-you-never-try/&docid=Ap51TiXavPLv- M&imgurl=http://topcultured.com/wp-content/uploads/2012/05/If-You-Never- Try.jpg&w=2448&h=3264&ei=7bL_T7WGMM2Y0QXJzsWIBw&zoom=1&iact=hc&vpx=252&vpy=87&dur=3400&hovh=259 &hovw=194&tx=95&ty=149&sig=103904431242773267587&page=1&tbnh=159&tbnw=117&start=0&ndsp=11&ved=1t:4 29,r:6,s:0,i:91http://www.google.co.uk/imgres?q=never+try+this&hl=cs&sa=X&biw=1087&bih=506&tbm=isch&prmd=imvns&tbnid=JWr CowGQCz_sZM:&imgrefurl=http://topcultured.com/if-you-dont-at-least-try/if-you-never-try/&docid=Ap51TiXavPLv- M&imgurl=http://topcultured.com/wp-content/uploads/2012/05/If-You-Never- Try.jpg&w=2448&h=3264&ei=7bL_T7WGMM2Y0QXJzsWIBw&zoom=1&iact=hc&vpx=252&vpy=87&dur=3400&hovh=259 &hovw=194&tx=95&ty=149&sig=103904431242773267587&page=1&tbnh=159&tbnw=117&start=0&ndsp=11&ved=1t:4 29,r:6,s:0,i:91, URL

9. One more present for you who like laughing Let´s smile with Monty Pyton http://www.youtube.com/watch?v=EdzqTGmEcZE That´s all for today I hope, you had a great time. See you next lesson.

10. ZDROJE CITACÍ A OBRÁZKŮ: NEUVEDEN, Neuveden. commons.wikimedia [online]. [cit. 1.10.2012]. Dostupný na WWW: http://commons.wikimedia.org/wiki/File:Waiter_in_a_restaurant,_Paris_2011.jpg http://commons.wikimedia.org/wiki/File:Waiter_in_a_restaurant,_Paris_2011.jpg NEUVEDEN, Offeres, Gratitude, Apologies and Requests, [video online], Datum vzniku 02.12.2011, [cit. 1.10.2012], dostupný z WWW.http://www.youtube.com/watch?v=curq04VNYdI&feature=BFa&list=PLKqE3d2ecRwOavxccfcSzBONh4O6nULmM WWW.http://www.youtube.com/watch?v=curq04VNYdI&feature=BFa&list=PLKqE3d2ecRwOavxccfcSzBONh4O6nULmM Autor Neuveden, Customer Complaint – Au Restaurant, [video online], Datum vzniku 18.05.2011, [cit. 1.10.2012], dostupný z WWW http://www.youtube.com/watch?v=uoS2hx2zFnghttp://www.youtube.com/watch?v=uoS2hx2zFng Autor Neuveden, Hotel Quality Management –Restaurant: Managing Complaints, [video online], Datum vzniku 29.01.2009, [cit. 1.10.2012], dostupný z WWW. http://www.youtube.com/watch?v=HjB9H1qDKcEhttp://www.youtube.com/watch?v=HjB9H1qDKcE Autor Neuveden, At the Hotel – Reception Desk, [video online], Datum vzniku 18.02.2008, [cit. 1.10.2012], dostupný z WWW. http://www.youtube.com/watch?v=BFOHysFpDj8 http://www.youtube.com/watch?v=BFOHysFpDj8 NEUVEDEN, Neuveden. commons.wikimedia [online]. [cit. 1.10.2012]. Dostupný na WWW: http://commons.wikimedia.org/wiki/File:Southern_Lights.jpg http://commons.wikimedia.org/wiki/File:Southern_Lights.jpg