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ndice
Introduo.3 Describing people....4 Womens clothes.11 Mens wear..12 Exercises13 Verb have got..15 Laundry vocabulary....19 Laundry process..23 Laundry services.24 Return in..25 Sleepwear, underwear, footwear vocabulary26 Clothing and footwear vocabulary..27 Clothing and outwear28 Clothing problems and alterations..30 Types of clothing and material.31 Patterns and sizes...32 Clothing sizes..33 Laundry services- How to use hotel laundry services39 Hotel Laundry job description..41 Care symbols...43 Complaining in English presentation...48 Complaining in English..51
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Introduo
Este manual foi concebido e pensado para os formandos do curso de Empregado(a) de Andares, mais particularmente para o mdulo de Lngua Inglesaservio de rouparia - lavandaria. Pretende-se que os formandos adquiram conhecimentos sobre as lavandarias dos hotis e para tal acontecer tem de existir um conhecimento prvio de vocabulrio especfico referente aos produtos de limpeza existentes, bem como vocabulrio referente roupa. O objetivo principal delineado para o final do mdulo dominar as tcnicas de informao a clientes relativamente ao servio de rouparia-lavandaria em lngua inglesa, Este o objetivo principal que se espera que os formandos atinjam, no entanto este objetivo dividese em objetivos especficos sendo esses: Vocabulrio especfico profisso: Caracterizao fsica da pessoa; Roupa de homem/senhora e criana Estruturas gramaticais e lexicais Interpretao de mensagens orais e escritas em lngua inglesa Expresso oral e escrita Procedimentos de atendimento e informao a clientes: Prestao de informaes; Diagnstico das necessidades e expectativas do cliente no mbito da lavandaria e tratamento da roupa; A qualidade do servio de rouparia-lavandaria; Troca de agradecimentos e despedidas; Tratamento de reclamaes/conflitos e outras situaes Para que os formandos atinjam de forma positiva estes objetivos so utilizadas variadas metodologias e estratgias, tais como leitura expressiva, visionamento de pequenos vdeos, fichas de consolidao, entre outros. Investe este manual, em suma, na lngua inglesa virada para a profisso de empregado(a) de andares.
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A formadora Vera

Tira-Picos

DESCRIBING PEOPLE
VOCABULARY HANDOUT
ENGLISH PORTUGUESE ENGLISH PORTUGUESE

Bald Straight hair Wavy hair Curly hair

Careca Cabelo liso Cabelo ondulado Cabelo encaracolado

Short

Baixo Alto

Tall

Medium height De altura mdia Overweight Com peso excessivo

Blonde hair Red hair

Cabelo loiro Cabelo ruivo

Tubby

Gorducho, pesado, sem graa

Short hair Fair hair Black hair Brown hair Long hair Dark hair White hair Grey hair

Cabelo curto Cabelo claro Cabelo preto Cabelo castanho Cabelo comprido Cabelo escuro Cabelo branco Cabelo grisalho, cinzento

Plump Well built Skinny Slim Thin Muscular Beautiful Attractive

Gordo Bem constitudo Magricelas Esbelto Magro Musculado Lindo Atraente

Long nose Hooked nose

Nariz comprido Nariz arqueado, curvado, em forma de gancho

Pretty Handsome

Bonito bonito, muito atraente

Snub nose

Nariz arrebitado

Good-looking

Com boa aparncia

Broad nose

Nariz esborrachado, enorme

Plain

Simples na aparncia

Square face Round face

Cara quadrada Cara redonda

Ugly Smartly dressed

Feio Vestido moda


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Oval face Heart-shaped face Long face

Cara oval Cara em forma de corao Cara comprida

Well dressed Elegantly dressed Casually dressed

Bem vestido Elegantemente vestido Vestido casualmente, sem muita elaborao no vesturio

Full lips

Lbios grandes

Scruffily dressed

Mal-arranjado, vestido com pouca limpeza

Thick lips

Lbios grossos

Neatly dressed Anxious looking

Vestido com limpeza Ar ansioso

Thin lips

Lbios finos

Round eyes

Olhos redondos, arredondados

Happy-looking Ar feliz

Slanting eyes

Olhos inclinados, oblquos, chins

Angry-looking Ar zangado

Almond eyes Pointed chin

Olhos amendoados Queixo espetado, em bico

Sad-looking Tired looking

Ar triste Ar cansado

Double chin

Queixo duplo

Describing people
1- Choose three people a man, a woman and a child and describe them according to the vocabulary you have learnt. Follow the example.
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He/ she has got hair , A lips,


big/ small

Long/ short ,

curly/ straight, oval/ round

brown/ black

nose, a(n)

face,

full/ thick

almond/ green

Eyes and a

pointed

chin.

He/ She is

tall/ short ,

and

plump/ thin

He/ She is

beautiful/ attractive ,

and he/ she has got a

happy/ sad,

1-Translate English Vocabulary into English. 1. Ol! 2. Bom dia! 3. Boa tarde! 4. Boa tarde ( tardinha)! 5. Boa noite 6. Em que posso ajud-lo/ la? 7. Pode levar a minha camisa para a lavandaria? 8. Preciso do meu vestido amanh. 9. As minhas enxovalhadas. calas esto
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10. Este fato no o meu. 11. Tm limpeza a seco para fatos? 12. Quanto custa mandar lavar um vestido? 13. Quanto tempo demora lavagem da minha roupa? a

14. Entregam a minha roupa no quarto? 15. Quer mandar casaco? limpar o seu

2- Label the following clothes symbols. 1) 2) 3) 4) 5) 6) Drip dry do not dry clean machine wash in lukewarm water at a gentle setting/ reducing agitation 3- Choose two of the following people and characterize them physically as in the example. Do not use bleach any heat high
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1)

2)

4. Translate the following vocabulary to Portuguese. English Bra Tie Dress Suit High heels Portuguese English Boxers Socks Cap Bikini Babygrow Portuguese English Tanktop Shirt Poncho Shirt Panties Portuguese

4.1. Now fill in this table with the vocabulary above. Womens wear Mens wear Childrens wear

5. Complete the dialogue with the given words.

Client:

1)

I am calling to know if you have

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laundry service? Receptionist: 2) name and room number? Client: 3) of course, Sir, what is your

room number 345

Receptionist: what kind of service do you want? Client: I want my respect the . 5) 4) . cleaned, please, but be careful,

Receptionist: of course, Sir our laundry service is very good, I will send the maid to your room to get your suit. Client: and when will it be ready? Receptionist: in three hours; Sir. Anything else, Sir? Client: No, 6) and 8) 7)

Receptionist: Goodbye Sir,

John Mitchel suit (2x) have a nice day

thank you good morning

Hello goodbye

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MENS WEAR

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Find the words in the box

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belt bikini blouse boots cap coat dress gloves hat jacket

jeans mittens overalls pajamas pants sandals shirt shoes shorts

socks suit sunglasses sweater tie T-shirt uniform vest skirt

Verb Have Got

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A. Write the short form f the verb To Have Got 1. I have got = ___________________________ 2. you have got = __________________________ 3. He has got = ___________________________ 4. She has got = ___________________________ 5. It has got = ___________________________ 6. We have got = __________________________ 7. You have got = _________________________ 8. they have got =_________________________

B. Complete these questions with has or have 1. ________________ you got an English dictionary. 2. _________________ she got a pencil in her pencil case? 3. _________________ your mother got a car? 4. _________________ she got a blue coat? 5. _________________they got flowers in their bedroom? 6. _________________ the children got new toys? 7. ________________ Mary got a bike? 8. ________________ the table got only three legs?
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C. Label the pictures


15. ______________ 16. ______________ 17. ______________ 18. ______________ 19. ______________ 20. ______________ 21. ______________ 22. ______________ 23. ______________ 24. ______________ 25. ______________ 26. ______________ 27. ______________ 28. ______________ 1. ______________ 2. ______________ 3. ______________ 4. ______________ 5. ______________ 6. ______________ 7. ______________ 8. ______________ 9. ______________ 10. ______________ 11. ______________ 12. ______________ 13. ______________ 14. ______________

D. Fill in the gaps with the correct form of the verb to have got 1. Mark _________________ a new jacket. 2. Sue _________________ a yellow shirt. 3. Lisa and Mary _________________ new school bags. 4. I _________________ two red pencils. 5. we _________________ lots of work. 6. You and I _________________ glasses. 7. The teacher _________________ many books.
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E. Rewrite the following sentences in the negative form: 1. I have got sun glasses. 2. ________________________________________________________________________ 3. They have got money. 4. ________________________________________________________________________ 5. Mary has got a beautiful pet. 6. ________________________________________________________________________ 7. Susan and Mark have got a big house 8. ________________________________________________________________________ 9. The teacher has got a nice jacket. 10. ________________________________________________________________________ F. Match the patterns with the pictures

flowery patterned spotted plain checked striped

G. Complete the sentences putting the adjectives in the right order: 1. She is wearing a ___________ ____________ _____________ blouse. (flowery / long / blue) 2. My mum likes ____________ _____________ skirts. ( short / checked) 3. Flamenco dancer wear ___________ ____________ dresses. ( spotted / long) 4. I never wear ___________ ____________ _____________scarves. (flowery / pink / big) 5. No, I havent got ___________ ____________ _____________shirt. (plain / small / white) H. Look at the answers and then ask questions. 1. ____________________________? Yes, Ive got a blue car. 2. ____________________________? No, I havent got a long skirt. 3. ____________________________? yes Mary and John have got lots of toys. 4. ____________________________?-No, he hasnt got new clothes.
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Laundry Acquire vocabulary about laundry.

1- Use the words in the box to label the pictures, then translate the
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words to Portuguese.

English words A. B.

Translation

C. D. E.
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F. G. H. I.

fold the laundry iron

unload the washer put things away hang up clothing English words

sort the laundry load the washer load the dryer Translation

hang clothes on the clothesline

1. 2. 3. 4. 5. 6. 7.

8. 9. 10.
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11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25.

laundry basket laundry detergent dryer clothespin clean clothing lint trap

laundry bag wet clothing static cling remover ironing board spray starch

light clothing fabric softener bleach

dark clothing

laundry

washer/washing machine clothesline ironed clothing drawer shelf-shelves iron


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wrinkled clothing closet hanger

2-Write sentences you can use at work with these words. ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________ ____________________________________________________________

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1- LAUNDRY
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2- PRESSING

3- DRY CLEANING

1-

NORMAL

2- EXPRESS

3- SPECIAL

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1- FOLDER

2- BAG

3- HANGER

SLEEPWEAR, UNDERWEAR, FOOTWEAR


1 pyjamas 2 nightgown 3 nightshirt 4 bathrobe/robe 5 slippers 6 blanket sleeper 7 undershirt/T-shirt 8 (jockey) shorts/underpants/ briefs 9 boxer shorts/boxers 10 athletic supporter/jockstrap 11 long underwear/long Johns 12 socks 13 (bikini) panties 14 briefs/underpants 15 bra 16 camisole 17 half slip 18 (full) slip 19 stockings 20 pantyhose 21 tights 22 knee-highs 23 knee socks
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CLOTHING AND FOOTWEAR

1 tank top 2 running shorts 3 sweatband 4 jogging suit/ running suit/ warm-up suit 5 T-shirt 6 lycra shorts/ bike shorts 7 sweatshirt 8 sweatpants 9 cover-up 10 swimsuit/bathing suit 11 swimming trunks/ / bathing suit 12 leotard 13 shoes 14 (high) heels 15 pumps 16 loafers 17 sneakers/athletic shoes 18 tennis shoes 19 running shoes 20 high-tops/high-top sneakers 21 sandals 22 thongs/ flip-flops 23 boots 24 work boots 25 hiking boots 26 cowboy boots 27 moccasins
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CLOTHING AND OUTERWEAR

OUTERWEAR

1 coat 2 overcoat 3 hat 4 jacket 5 scarf/ muffler 6 sweater jacket 7 tights 8 cap 9 leather jacket 10 baseball cap 11 windbreaker 12 raincoat 13 rain hat 14 trench coat 15 umbrella 16 poncho 17 rain jacket 18 rain boots 19 ski hat 20 ski jacket 21 gloves 22 ski mask 23 down jacket 24 mittens 25 parka 26 sunglasses 27 ear muffs 28 down vest

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CLOTHING
1 blouse 2 skirt 3 shirt 4 pants/slacks 5 sport shirt 6 jeans 7 knit shirt/jersey 8 dress 9 sweater 10 jacket 11 sport coat/ sport jacket/ 12 suit 13 three-piece suit 14 tie/necktie 15 uniform 16 T-shirt 17 shorts 18 maternity dress 19 jumpsuit 20 vest 21 jumper 22 blazer 23 tunic 24 leggings 25 overalls 26 turtleneck 27 tuxedo 28 bow tie 29 (evening) gown
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CLOTHING PROBLEMS AND ALTERATIONS

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1-2 long-short 3-4 tight loose/baggy 5-6 large/big small 7-8 high low 9-10 fancy-plain 11-12 heavy-light 13-14 dark-light 15-16 wide narrow 17 stained collar 18 ripped/torn pocket 19 broken zipper 20 missing button 21 shorten the skirt 22 lengthen the sleeves 23 take in the jacket 24 let out the pants 25 fix/repair the seam

Types of Clothing
1 long-sleeved shirt 2 short-sleeved shirt 3 sleeveless shirt 4 turtleneck (shirt) 5 V-neck sweater 6 cardigan sweater 7 crewneck sweater 8 turtleneck sweater 9 knee-high socks 10 ankle socks 11 crew socks 12 pierced earrings 13 clip-on earrings
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Types of Material
14 corduroy pants 15 leather boots 16 nylon stockings 17 cotton T-shirt 18 denim jacket 19 flannel shirt 20 polyester blouse 21 linen dress 22 silk scarf 23 wool sweater 24 straw hat

Patterns
25 striped 26 checked 27 plaid
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28 polka-dotted 29 patterned/ print 30 flowered/ floral 31 paisley 32 solid blue

Sizes
33 extra-small 34 small 35 medium 36 large 37 extra-large

Clothing Sizes Any tourist's guide will stress the importance of packing the right clothes before taking off. For example, if you're planning on visiting Chicago on December, you'd better not forget to take along some heavy clothes because winter temperatures below zero are quite common in the "Windy City". During your trip, you also might want to purchase some more clothes and footwear, in which case, it's important that you be familiar with system of sizes from USA, UK, Ireland and Europe comparing with the brazilian one. The following simple conversion charts should be helpful to you: [Traduo do texto acima:] Numerao de roupas e calados Qualquer guia turstico ir ressaltar a importncia de colocar nas malas as roupas certas antes de viajar. Por exemplo, se estiver a pensar visitar Chicago em dezembro, melhor voc no se esquecer de levar roupas pesadas, pois, no inverno, temperaturas abaixo de zero so bastante comuns na "cidade dos ventos". Durante sua viagem, talvez queira comprar mais roupas e calados. Neste caso, importante familiarizar-se com o sistema de tamanhos anglo-saxnico e europeu comparados com o brasileiro. As simples tabelas de converso abaixo podero ser-lhe teis: 33

P (Pequeno) = S (Small) Equivalncias: M (Mdio) = M (Medium)

G (Grande) = L (Large) GG (Extra Grande) = LX (Extra Large)


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Women's Clothing - Vesturio Feminino Europe Europe Dresses and Suits (Italy)/ USA Brazil UK and Ireland (France Spain and Portugal) 36 37 38 40 42 44 46 48 50 52 2 4 6 10 12 14 16 --x-18 20 4 6 8 10 12 14 16 18 20 22 32 34 36 40 42 44 46 --x-48 50

Europe (Scandinavia and Germany) 30 32 34 38 40 42 44 --x-46 48 X-Small X-Small/Small Small Medium Large Large/ X-Large X-Large XX-Large 1X/2X 2-X Equivalences

blouses and sweaters Brazil 40 42 44 46 48 50

USA 32 34 36 38 40 42

UK 34 36 38 40 42 44

Europe 40 42 44
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46 48 50

shoes

Brazil

USA and Canada 5 5 6 6 7 7 8 8 9 9 10 10 11 12

Europe UK Australia (except Spain) 2 3 3 4 4 5 5 6 6 7 7 8 9 10 3 4 4 5 5 6 6 7 7 8 8 9 10 11 35 35 36 37 37 38 38 39 40 40 41 41 42 43

33 34 35 --x-36 --x-37 --x-38 --x-39 --x-40 --x--

41 --x--

12 14

11 13

12 14

44 45

Men's Clothing - Vesturio Masculino


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Shirts

Brazil USA 36 37 38 39 40 41 42 42 44 14 14 15 15 16 16 17 17 18

UK 14 14 15 15 16 16 17 17 18

Europe 36 37 38 39 40 41 42 43 45

Suits

Brazil/Europe USA UK 46 48 50 52 54 56 36 38 40 42 44 46 36 38 40 42 44 46

Shoes

Brazil USA UK Australia Europe 36 37 38 38 39 39 40 41 42 43 44 45 46 5 5 6 6 7 7 8 8 99 4 5 5 6 6 7 7 8 8 4 5 5 6 6 7 7 8 8 10 11 12 13 37 37 38


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38 39 40 41 42 43 44 45 46 48

10 10 11 11 12 12 14 13

Children's Clothing - Vesturio Infantil

Children's Clothing

Brazil 2 4 6 8 10 12

USA and Canada 2-3 4-5 6-6x 7-8 10 12

UK and Australia 4 6 8 10 12 14

Europe 2-3 4-5 6-7 8-9 10-11 12

14 16+

14 16+

16 18

14 14+

Children's Shoes

Brazil 18 19 20 21 22 23 24 25 26 27 28 29 30 31

USA and Canada 2,5 4,5 5,5 6 7 7,5 8 8,5 9 9,5 10 10,5 11,5 12,5

UK and Australia 1 2 3 4 5 6 7 8 9 9 10 11 12 13

Europe 20 21 22 23 24 24,5 25 25,5 26 26,5 27 28 29 30

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How to Use Hotel Laundry Services


By Abigail Adams, eHow Contributor
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Many quality hotels offer laundry services for their guests. Using the laundry service at a hotel is a simple task. The cost of the service will vary between hotel chains, but the process for using the service is fairly standard. Both laundry and dry cleaning and pressing services are available.

Instructions
1. Locate the laundry bag in the hotel room. It can usually be found in the bathroom or closet.

2. Read the attached card to check the cost of each item and requirements for service. Each article of clothing has a specified price. 3. Place the clothing into the provided bag and tie it closed. 4. Fill out the attached card and indicate any articles of clothing that need special attention. 5. Call the front desk to let them know the laundry is ready to be picked up. 6. Leave the bag of clothing where the hotel staff instructs you to do so.

7. Wait for the laundry to be returned. If the laundry was sent in the morning, it will generally be returned before dinner. 8. Tipping for laundry service is not necessary, but it's appreciated if the service was better than expected.
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Hotel Laundry Jobs Description


By Martin Muchira, eHow Contributor A hotel laundry attendant works as part of the service or hospitality team in a hotel. Laundry is an essential part of a hotels service, ensuring that cleanliness of all linens and garments is maintained by the hotel. This is important to a guests well being, comfort and overall satisfaction. The quality of the hotel laundry can be a factor in whether a customer returns to the hotel again. Education and Qualifications 1. Generally, no specific education or experience is needed to start working as a hotel laundry attendant. But to raise in the ranks to a hotel laundry manager a few years experience is necessary. Responsibilities and Duties 2. It is the responsibility of the laundry attendant to clean garments and linens. He sets up cleaning machines depending on the garments that need to be washed, selecting the appropriate wash cycles for the fabric. Hotel laundry attendants ensure that all articles are well labeled and stored so that none of the garments gets lost or misplaced. The laundry worker is responsible for repairing minor damages on a clients garments as well as ensuring that the laundry area is and its equipment is well maintained.
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Working Conditions 3. A laundry worker must lift large and heavy bags of laundry. He will work around high temperatures and loud noises made by the washing machines This job involves working with other hotel taff members. Working at a hotel laundry requires flexibility in terms of the time of work, and the worker may be required to work unusual hours. He must also be able to work for long hours on his feet as he will be required to stand or walk around for extended periods when handling the laundry.
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Compensation 4. According to the Bureau of Labor Statistics, the mean wage per hour for laundry workers in the hotel industry is $9.50. This puts the average annual wage of a hotel laundry worker at $19,760 as of May 2008.

Care symbols
Care Symbol Written Care Instructions Portuguese What Care Symbol and Instructions Mean

Wash lavagem
Pode ser lavado mo ou Garment may be laundered through the Machine Wash, Normal mquina use of hottest available water, detergent or soap, agitation, and a machine designed for this purpose. Indica a temperatura Machine Wash, Cold mxima de lavagem na mquina 30 Indica a temperatura Machine Wash, Warm mxima de lavagem na mquina 40 Indica a temperatura Machine Wash, Hot mxima de lavagem na mquina 50 Indica a temperatura Machine Wash, Hot mxima de lavagem na mquina 60 Initial water temperature should not exceed 60C or 140F. Initial water temperature should not exceed 50C or 120F. Initial water temperature should not exceed 40C or 105F. Initial water temperature should not exceed 30C or 65 to 85F.

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Indica a temperatura Machine Wash, Hot mxima de lavagem na mquina 70 Initial water temperature should not exceed 70C or 160F.

Indica a temperatura Machine Wash, Hot mxima de lavagem na mquina 95 Initial water temperature should not exceed 95C or 200F.

NOTE: SYSTEM OF DOTS INDICATING TEMPERATURE RANGE IS THE SAME FOR ALL WASH PROCEDURES. A lavagem deve ser Machine Wash, efectuada com Permanent Press centrifugao reduzida. Garment may be machine laundered only on the setting designed to preserve Permanent Press with cool down or cold rinse prior to reduced spin. Machine Wash, Gentle or Delicate A lavagem deve ser efectuada sem centrifugao Garment may be machine laundered only on the setting designed for gentle agitation and/or reduced time for delicate items. Lavagem mo apenas. Hand Wash Garment may be laundered through the use of water, detergent or soap and gentle hand manipulation. No deve ser lavado. Do Not Wash Garment may not be safely laundered by any process. Normally accompanied by instructions.
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Bleach - lixvia
NOTE: All (98+%) washable textiles are safe in some type of bleach. IF BLEACH IS NOT MENTIONED OR REPRESENTED BY A SYMBOL, ANY BLEACH MAY BE USED. Bleach When Needed Non-Chlorine Bleach When Needed No pode utilizar lixvia. Do Not Bleach Pode utilizar apenas lixvia sem cloro. Pode utilizar lixvia. Any commercially available bleach product may be used in the laundering process. Only a non-chlorine, color-safe bleach may be used in the laundering process. Chlorine bleach may not be used. No bleach product may be used. The garment is not colorfast or structurally able to withstand any bleach.

Dry - secagem
Tumble Dry, Normal Tumble Dry, Normal, Low Heat Tumble Dry, Pode ser colocado na mquina de secar num ciclo normal Pode ser colocado na mquina de secar a baixa temperatura Pode ser colocado na A machine dryer may be regularly used at the hottest available temperature setting.
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A machine dryer may be regularly used at a maximum of Low Heat setting.

Normal, Medium mquina de secar Heat Tumble Dry, Normal, High Heat Tumble Dry, Normal, No Heat temperatura mdia Pode ser colocado na mquina de secar temperatura alta Pode ser colocado na mquina de secar, mas sem calor

A machine dryer may be regularly used at a maximum of Medium Heat setting.

A machine dryer may be regularly used at a High Heat setting.

A machine dryer may be regularly used only at No Heat or Air Only setting.

NOTE: SYSTEM OF DOTS INDICATING TEMPERATURE RANGE IS THE SAME FOR ALL DRY PROCEDURES processos de secagem Tumble Dry, Permanent Press Tumble Dry, Gentle Do Not Tumble Dry Pode ser colocado na mquina de secar num ciclo mdio A machine dryer may be regularly used only at the Permanent Press setting. Pode ser colocado na mquina de secar num ciclo delicado No pode ser colocado na mquina de secar A machine dryer may be regularly used only at the Gentle setting. A machine dryer may not be used. Usually accompanied by an alternate drying method symbol. A machine dryer may not be used. Do Not Dry Usually accompanied by an alternate drying method symbol.

Line Dry

Deve ser pendurado numa corda para secar.

Hang damp garment from line or bar, in or out doors.

Deve ser pendurado sem torcer. Hang dripping wet garment from line Drip Dry or bar, in or out doors, without hand shaping or smoothing. Dry Flat Deve ser seco na horizontal, mas sem pendurar. Secar sem ser luz do sol Lay out horizontally for drying. Usually added to Line or Drip Dry. Dry away from direct sunlight.
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Dry In Shade

Wring torcer
Do Not Wring No tora a roupa Do Not Wring.

Iron passar a ferro


NOTE: IF IRONING IS NOT A NECESSARY, REGULAR CARE PROCEDURE IT NEED NOT BE MENTIONED. Iron, Any Temperature, Steam or Dry Engomar a qualquer temperature pode ser aceitvel, com ou sem vapor Regular ironing may be needed and may be performed at any available temperature with or without steam is acceptable. Engomar a uma temperatura Iron, Low mxima de 110C (seda natural, acrlico, nylon, polister). Engomar a uma temperatura Iron, Medium mxima de 150C (l, misturas com polister). Engomar a uma temperatura Iron, High mxima de 200C (algodo, linho, viscose). Regular ironing, steam or dry, may be performed at Low setting (110C, 230F) only. Regular ironing, steam or dry, may be performed at Medium setting (150C, 300F). Regular ironing, steam or dry, may be performed at High setting (200C, 290F).

NOTE: SYSTEM OF DOTS INDICATING TEMPERATURE RANGE IS THE SAME FOR ALL IRONING PROCEDURES. No passer com vapor Do Not Steam Steam ironing will harm garment, but regular dry ironing at indicated temperature setting is acceptable. Do Not Iron No passar a ferro Item may not be smoothed or finished with an iron.
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Dryclean - secagem
Dryclean Pode ser limpo a seco. Dry Clean, any solvent, any cycle any moisture, any heat. Pode ser limpo a seco com todos os dissolventes correntes Pode ser limpo a seco com essncias minerais, poicloroetileno e dissolventes fluorados. Pode ser limpo a seco com essncias minerais. Any dry cleaning solvent other than trichloroethylene may be safely used. Garment may not be commercially drycleaned. Dry Clean using only petroleum solvent. Usually used with other restrictions. Dry Clean, any solvent. Usually used with other restrictions on proper dry cleaning procedure.

Dryclean, Any Solvent

Dryclean, Petroleum Solvent Only Dryclean, Any Solvent Except Trichloroethylene Do Not Dryclean

No pode ser limpo a seco.

Complaining in English presentation


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Diapositivo 1
Complaining in English
When complaining in English, it helps to be polite

TYPES OF COMPLAINERS AND HOW TO RESPOND EFFECTIVELY

there are at least five types of complainers. Each type is motivated by different beliefs, attitudes, and needs. Everything
is fine!

The Meek Client. Generally, will not complain. Response: Must work hard at soliciting comments and complaints and act appropriately to solve complaints

Diapositivo2

Diapositivo 3

TYPES OF COMPLAINERS AND HOW TO RESPOND EFFECTIVELY

The Aggressive Client. Opposite of the Meek Customer. Readily complains, often loudly. I am anything
but satisfied. I want my money back

TYPES OF COMPLAINERS AND HOW TO RESPOND EFFECTIVELY


Not everything is fine, I want The High-Roller Client. Expects the to know why absolute best and is willing to pay for it. Likely to complain in a reasonable manner.

Response: Listen completely, ask: "what else?," agree that a problem exists, and indicate what will be done to resolve it and when.

Danger: Being aggressive in return. The Aggressive Client does not respond well to excuses or reasons why the product or service was unsatisfactory.

Response: Is interested in results. Always listen respectfully and actively and question carefully to fully determine cause. Ask: "what else?" and correct the situation.

Diapositivo4 Diapositivo 5

TYPES OF COMPLAINERS AND HOW TO RESPOND EFFECTIVELY

I would like a different compensation, please

TYPES OF COMPLAINERS AND HOW TO RESPOND EFFECTIVELY

The Rip-Off Customer. The goal is not to get the complaint satisfied but rather to win by getting something the customer is not entitled to receive.

The Chronic Complainer Customer. Is never satisfied; there is always something wrong. Response: Extraordinary patience is required. One must listen carefully and completely and never let one's anger get aroused. A sympathetic ear, a sincere apology, and an honest effort to correct the situation are likely to be the most productive.

I think this is wrong

Response: Remain objective. Use accurate quantified data to backup your response. Be sure the adjustment is in keeping with what the organization would normally do under the circumstances.

Diapositivo6

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Diapositivo 7

CUSTOMER COMPLAINT PROCEDURE FOR HANDLING CUSTOMER COMPLAINS:


Provide customers with the opportunity to complain. Give customers your full and undivided attention. Listen completely. Ask the key question: what else?

BEHAVIOURS AND EXPRESSIONS TO USE


WITH THE CUSTOMERS Be educated.. Show always availability to help the customer. Never show to the customer our thoughts. Welcome the customer always with a smile. Have a good appearance. Have a good posture. Treat all the customers in the same way. Maintain the space of the customer.

Agree that a problem exists; never disagree or argue.


Apologize. Resolve the complaint. (Ask again: "what else?") Thank the customer for bringing the complaint to your attention.

Diapositivo8 Diapositivo 9
BEHAVIOURS TO AVOID IN THE CUSTOMER ASSISTANCE.

BEHAVIOURS TO AVOID IN THE CUSTOMER ASSISTANCE.

We must not sneeze, spit, scratch, put the finger, in the ears and nose. We must not chew chewing gum. We must not be rude. We must not speak in a loud voice. We must not turn our back to the customer. We must not speak on the phone in the presence of the customer.

We must not have a bad appearance( personal

hygiene). We must not speak too quickly. We must not contest /contradict the customer. We must not interrupt the customer thoughts. We must not disrespect the space of the customer.

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Complaing in English
Complaing in English
The client says: "Excuse me, but there's a problem with my clothes, they are wrinkled.

The hotel employer says:

Excuse me, but there's a problem with my clothes, they are wet. Excuse me, but there's a problem- these clothes, are not mine.
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I am very sorry, Sir/ Madam or we are very sorry Sir/ Madam. I am going/ we are going to check what is wrong.

I am very sorry, Sir/ Madam or we are very sorry Sir/ Madam. I am going/ we are going to send your clothes to the laundry to be ironed/ dryed again.

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Complaing in English
The client says:

Complaing in English

The hotel employer says: I am very sorry, Sir/ Madam or we are very sorry Sir/ Madam. I am going/ we are going to send your clothes to the laundry to be washed/again.

"Sorry to bother you, but I think there's something wrong with the collar of my shirt , its stained. "I'm afraid I have to make a complaint. Some of the clothes I send to the laundry are missing from my hotel room.
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"I'm afraid there's a slight problem with my clothes, they are faded.

I am very sorry, Sir/ Madam or we are very sorry Sir/ Madam. I am going/ we are going to check what is wrong. I am very sorry, Sir/ Madam or we are very sorry Sir/ Madam. I will pay for your clothes/ we will pay for your clothes.

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The client says: Complaing in English

Complaing in English
The hotel employer says:

"I'm afraid there's a slight problem with my childs socks, they have shrank ."

I am very sorry, Sir/ Madam or we are very sorry Sir/ Madam. I will pay for your clothes/ we will pay for your clothes.

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Complaining in English There are a number of formulas used when complaining in English. It's important to remember that a direct complaint or criticism in English can sound rude or aggressive. It's best to mention a problem in an indirect manner. Here are some of the most common:
A - Translate the expressions:
1)
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I'm sorry to have to say this but...

_____________________________________________________
2)

I'm sorry to bother you, but...

_____________________________________________________
3)

Maybe you forgot to...

_____________________________________________________
4)

I think you might have forgotten to...

______________________________________________________
5)

Excuse me if I'm out of line, but...

______________________________________________________
6)

There may have been a misunderstanding about...

_____________________________________________________
7)

Don't get me wrong, but I think we should...

_____________________________________________________ B Make a list of other expressions: English expressions Portuguese expressions


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C Work in pairs: Imagine you do something wrong Group 1: at laundry service of the hotel
1)

I'm sorry to have to say this but...

_____________________________________________________
2)

I'm sorry to bother you, but... Maybe you forgot to... I think you might have forgotten to...

_____________________________________________________
3)

_____________________________________________________
4)

______________________________________________________

5)

Excuse me if I'm out of line, but... There may have been a misunderstanding about... Don't get me wrong, but I think we should...

______________________________________________________
6)

_____________________________________________________
7)

_____________________________________________________ D Make a list of other expressions: English expressions Portuguese expressions

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E- Imagine possible dialogues about these situations. _____________________________________________________ _____________________________________________________ _____________________________________________________

_____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________ _____________________________________________________
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