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UFCD 0354

Lingua Inglesa
Atendimento
- manual de formação -

Entidade certificada por:


A Regibio é uma empresa de consultoria e formação profissional,
acreditada pela Direcção Geral do Emprego e das Relações do
Trabalho, processo nº 3377, possui ainda certificação e
homologação por parte do Instituto de Emprego e Formação
Profissional, Ministério da Agricultura – Direcção Regional de
Agricultura e do Instituto da Mobilidade e dos Transportes
Terrestres. A sua equipa de profissionais conta com mais de
uma década de experiencia no desenvolvimento, organização e
gestão de sistemas de formação. Em 2006, a convite do
Instituto para a Qualidade da Formação (IQF), fez parte do
grupo de empresas piloto, que testou, o então, novo modelo de
acreditação (que ainda vigora). É membro da Associação
QUEM SOMOS Nacional das Entidades Formadoras, ocupando um lugar de
Direcção.
Apoiando-se num crescimento sustentado, desenvolve as suas
actividades em todo o espaço Nacional, com maior incidência na
Região Norte e Centro, tendo actualmente delegações em
FICHA TÉCNICA Bragança, Porto e Oliveira do Hospital.
É missão da Regibio cumprir com rigor os contratos assumidos,
Título:
excedendo as expectativas dos seus clientes, valorizando os
MANUAL DE FORMAÇÃO seus colaboradores e contribuindo para a aquisição e

UFCD 0354 Lingua Inglesa - consolidação de competências dos seus formandos, através da
apresentação de projectos de formação, nas suas vertentes de
Atendimento
formação co-financiada e não financiada, intervindo em todos os
momentos do processo formativo.
Área: Na sua actuação, a Regibio disponibiliza recursos humanos e

341 – Comércio físicos que sustentam a organização, execução e gestão de


acções de formação profissional, numa óptica de prestação de
serviços técnicos, logísticos e administrativos. Promove ainda a
Edição: adopção de soluções de racionalização dos processos de

REGIBIO – FORMAÇÃO E trabalho, suportados em sistemas e tecnologias de informação e

CONSULTADORIA, LDA comunicação.

Organização de Conteúdos:

Raquel Soares

Coordenador da acção:

Angelina Roque

Versão: 1/2012
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ÍNDICE

ÍNDICE .............................................................................................................................. 3
Colours, Days, Months, Numbers ................................................................................... 4
Cardinals ....................................................................................................................... 5
Ordinals ........................................................................................................................ 5
Greetings and Personal Information ...............................................................................7
Song “Hello Goodbye” by The Beatles .......................................................................7
Asking and giving personal information .....................................................................7
Song “Somewhere over the Rainbow” ..................................................................... 8
The Bennets and the Stuarts – Reading Exercise ...................................................... 9
Song “What a wonderful world” by Louis Armstrong ............................................. 10
What time is it?.................................................................................................................11
Simple Present and Daily Routine ................................................................................. 12
Present Continuous ........................................................................................................ 14
Song “Tom’s diner” by Suzanne Vega...................................................................... 15
Places to visit and Prepositions of Place ....................................................................... 16
Jobs and Occupations .................................................................................................... 18
Jobs and Skills ............................................................................................................. 21
Song She’s not just a pretty face by Shania Twain ...................................................23
Job Advertisements and Letter of Application............................................................ 24
Office – Objects of daily use ......................................................................................... 26
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Colours, Days, Months, Numbers

Write the days of the week.


2ª . . . . . . . . . . . . . . . . . . . . 5ª . . . . . . . . . . . . . . . . . . . . Dom. . . . . . . . . . . . . . . . . . . .
3ª . . . . . . . . . . . . . . . . . . . . 6ª . . . . . . . . . . . . . . . . . . . .
4ª . . . . . . . . . . . . . . . . . . . . Sab. . . . . . . . . . . . . . . . . . . . .

Write the months.


Janeiro . . . . . . . . . . . . . . . . . . . . Fevereiro . . . . . . . . . . . . . . . . . . . Março . . . . . . . . . . . . . . . . .
Abril . . . . . . . . . . . . . . . . . . . . . . Maio . . . . . . . . . . . . . . . . . . . . . . . . Junho . . . . . . . . . . . . . . . . . .
Julho . . . . . . . . . . . . . . . . . . . . . Agosto . . . . . . . . . . . . . . . . . . . . . . Setembro . . . . . . . . . . . . . . . . . . .
Outubro . . . . . . . . . . . . . . . . . .. . Novembro . . . . . . . . . . . . . . . . . . Dezembro . . . . . . . . . . . . . . . . . . .
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Cardinals Ordinals
1. One First
2. Two Second
3. Three Third
4. Four Fourth
5. Five Fifth
6. Six Sixth
7. Seven Seventh
8. Eight Eighth
9. Nine Ninth
10. Ten Tenth
11. Eleven Eleventh
12. Twelve Twelfth
13. Thirteen Thirteenth
14. Fourteen Fourteenth
15. Fifteen Fifteenth
16. Sixteen Sixteenth
17. Seventeen Seventeenth
18. Eighteen Eighteenth
19. Nineteen Nineteenth
20. Twenty Twentieth
21. Twenty-one Twenty-first
22. Twenty-two Twenty-second
23. Twenty-three Twenty-third
24. Twenty-four Twenty-fourth
30. Thirty Thirtieth
40. Forty Fortieth
50. Fifty Fiftieth
60. Sixty Sixtieth
70. Seventy Seventieth
80. Eighty Eightieth
90. Ninety Ninetieth
100. One / a hundred A hundredth
400. Four hundred Four hundredth
1000. One/a thousand A thousandth
1001. A thousand and one A thousand and first
1000000. A million A millionth
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Greetings and Personal Information

Song “Hello Goodbye” by The Beatles

You say yes, I say no I don't know why you say goodbye
You say stop and I say go, go, go I say hello
Oh, no
You say goodbye and I say hello Why, why, why, why, why, why
Hello, hello Do you say good bye
I don't know why you say goodbye Goodbye, bye, bye, bye, bye
I say hello
Hello, hello Oh, no
I don't know why you say goodbye You say goodbye and I say hello
I say hello Hello, hello
I don't know why you say goodbye
I say high, you say low I say hello
You say why, and I say I don't know Hello, hello
Oh, no I don't know why you say goodbye
You say goodbye and I say hello I say hello
Hello, hello hello, hello
I don't know why you say goodbye I don't know why you say goodbye I
I say hello say hello
Hello, hello Hello

Asking and giving personal information


Read Sharon’s text and answer the questions
My name is Sharon and my surname is Campbell.
I’m twenty-five years old. I’m Welsh.
My address is 45, Charles Road West.
My phone number is 4573245776

a) What’s her name? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


b) What’s her surname? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
c) Is she twenty-six? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
d) What’s her nationality? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
e) Is her address 14, Charles Road West? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
f) Is her phone number 4573245776? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Read Peter’s text and write the answers or the questions.


Hello! My name is Peter Arnold and I’m fifty-seven years old.
I’m English and I live in Brighton,
My address is 12, Regency Square.
My telephone number is 347769.

a) What is his surname? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


b) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .? His first name is Peter.
c) What is his telephone number? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
d) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ? His address is 12, Regency Square.

Complete the questions with the following words: what / when / how / where
. . . . . . . . is your first name? . . . . . . . . is your surname . . . . . . . . old are you?
. . . . . . . . are you from? . . . . . . . . do you live?
. . . . . . . . is your birthday? . . . . . . . . is your telephone number?

Song “Somewhere over the Rainbow”

Somewhere over the :...................


Way up high Oh somewhere over the rainbow
And the dreams that you :................... blue:................... fly
of And the :................... that you dare to,
Once in a lullaby oh why, oh why can't I?

:................... over the rainbow Someday I'll :...................upon a star,


:................... birds fly Wake up where the clouds are far
And the dreams that you dream of :................... me
Dreams really do come true Where :................... melts like lemon
drops
Someday I'll wish upon a:................... High above the chimney top thats
Wake up where the:................... clouds where you'll find :...................
are far behind me
Where trouble melts like :................... Somewhere over the rainbow way up
drops high
High above the chimney top thats and the dreams that you dare to, why,
:................... you'll find me oh why can't I?
Read the text a bout the Be nnets a nd t he St uart s:
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The Bennets and the Stuarts – Reading Exercise


Tom: Hello! I’m Tom. Tom Stuart.
Polly: Hi! I’m Polly Bennet. Who’s she?
Tom: This is my sister Maggie.
Polly: And this is my brother Dick!
Maggie: Hullo, Dick. Is that your dog?
Dick: Yes, it’s our dog. His name is Lion. He’s very friendly.
Tom: We love dogs too, but we’ve got a parrot. Its name is Lori.
Tom: We live next door. So, we’re your neighbours. Where are you from?
Dick: We’re from Cardiff. And you?
Tom: We were born here, in London. Are those your parents?
Dick: Yes, they’re our parents, Mr and Mrs Bennet.
Maggie: Well, you’re the Bennets and we’re the Stuarts. By the way, how old are you?
Polly: Dick’s fourteen and I’m twelve. Is your brother fourteen, too?
Maggie: No, he isn’t. He’s 12 and I’m 14.
Polly: What a coincidence! We’re the same age. Super!
Mrs Bennet: Children, please come in and help us!
Dick: Mother, these are Tom and Maggie. They live next door.
Tom: How do you do, Mrs Bennet?
Mrs Bennet: How are you, Tom?
Maggie: Nice meeting you, Mrs Bennet.
Dick + Polly: Well, see you later. Bye Tom! Bye Maggie!
Tom + Maggie: Bye-bye!
Maggie: Just a moment, Mrs. Bennet! My parents are coming home. Please meet them!
Mum, dad, meet our new neighbours, the Bennets.
Mr Stuart: How do you do, Mrs. Bennet?
Mrs Bennet: How do you do, Mr. Stuart?
Mr Bennet: Nice to meet you.
Mrs Stuart: Nice meeting you!
The Bennets: We’re so happy you’re our new neighbours!
Mr Stuart: Well, I’m afraid I make a lot of noise. You see, I’m a pianist
and I play the piano every afternoon…
Mr Bennet: Oh, never mind! We love music.
Mrs Stuart: And what do you do, Mr Bennet?
Mr Bennet: I’m a jeweller and my wife is a writer, a novelist.
Mrs Bennet: And what’s your job, Mrs Stuart? Are you a musician too?
Mrs Stuart: No, I’m not. I’m a painter. I paint pictures.
Mrs Bennet: What a coincidence! We’re all artists. I’m sure we’ll be very good friends!
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A. Tick (  ) the right sentence according to the dialogues.


1. Tom is 2. Dick’s surname is 3. Polly and Tom are
Polly’s brother Brown 13 years old
Dick’s brother Bennet 10 years old
Maggie’s brother Stuart 12 years old
4. Tom and Maggie live 5. Lion is
next door a parrot
in Cardiff a dog
in Lisbon a real lion

B. Answer the questions:


a. Where are Tom and Maggie from? __________________________________
b. Who are their neighbours? ________________________________________
c. How old are Tom and Polly? _______________________________________
d. What is Mrs Bennet’s job? ________________________________________

C. Ask questions.
Tom: ______________________________________ ? Polly: Hello! I’m Polly Bennet.
Tom: _____________________________________ ? Polly: I’m twelve.
Tom: _____________________________________ ? Polly: Yes, he’s my brother.
Tom:______________________________________ ? Polly: No. I’m from Cardiff.

Song “What a wonderful world” by Louis Armstrong


I see …………… of green, …………… roses too
I see them bloom, for me and you.
And I think to myself... what a wonderful world.
I see skies of ……………, and clouds of ……………
The …………… blessed ……………, the ……………sacred …………….
And I think to myself... what a wonderful world.
The …………… of the rainbow, so …………… in the sky
Are also on the faces, of …………… going by.
I see friends, shaking hands, …………… how do you do
They're really saying, "I …………… you."
I hear …………… cry, I …………… them grow;
They'll learn much more than I'll never ……………
And I think to myself... what a wonderful world
Yes I think to myself..... what a wonderful world.
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What time is it?


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Simple Present and Daily Routine

We use the Simple Present to talk With adverbs of frequency as: always, often,
about: sometimes, usually, everyday, normally, never, etc
Habits and routines (regular activities)
General truths

FORMATION OF THE 3rd PERSON SINGULAR


General rule: verbs ending in consonant + Y: verbs ending in o, x, s, sh, ch and z:
- add –s to the verb. - drop the Y and add –ies; - add –es.
cry - cries go – goes, watch – watches

Complete with the missing words (verbs DO, LIVE, BE)


Where _________ you come from? What ___________ he do?
Where ____________ she come from? I _____________ from Australia.
I ________________ in Sydney. She _____________ from Australia.
He _______________ in Sydney. I _____________ a student.
Where ___________ you live? He ____________ a student.
Where ____________ she live? They __________ students.
What __________ you do?

Fill in the blanks with the verbs in brackets in the Simple Present.

She __________ three languages. (speak)


Jane __________ a teacher. She __________ French. (be / teach)
I always __________ the windows in the evening because it is cold. (close)
The food in Japan __________ expensive. It __________ a lot to live there.
(be/cost)
My dad __________ his car on Sundays. (wash)
__________ you __________ thrillers? (love)
He __________ a big house. (want)
They __________ to the radio in the morning. (listen)
The shops in England __________ at 9:00 in the morning. (open)
That museum __________ at 5:00 p. m. (close)
George __________too much. He __________ to go on a diet. (eat/need)
I __________ to the cinema at least every fortnight. (go)
Mr. Thompson __________ too much. (smoke)
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He __________ TV in the evening. (watch)


She __________ to school by bus. (go)

B. Read the following text.

Hello! My name is Teresa Smith. I’m fifty years old and I’m a secretary. I
live with my husband and my two children: a boy called Jim and a girl called
Janet. We live in Hastings, on the South Coast of England.
I’m a very busy woman. Everyday I get up at half past six in the
morning. While I prepare breakfast my husband takes care of the children.
After breakfast they help me with the wash up. Then we leave home at eight
o’clock.
I arrive at work at nine o’clock and I start typing letters and answering
the telephone.
At one o’clock I leave my work and I go to the supermarket to buy
some food for dinner.
After shopping I go home and I do the housework, like hoovering the
carpet and dusting the furniture. We have dinner at half past eight and then
we all watch some television until ten o’clock.
We go to bed at half past ten.

C. Answer the questions:


1- What is her name?
2- Where does she live?
3-Where does she go after work?
4-What does she do after dinner?
5- How many children does she have? What are their names?

D. Now ask the questions to these answers.


a)Teresa is thirty years old.
b)She gets up at half past six.
c) Teresa has breakfast at half past seven.
d) She goes to work by bus.
e) Teresa goes to bed at half past ten.
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Present Continuous

USE
We use the Present Continuous to talk about: With time expressions as: now, at the
Actions happening at the time of speaking moment,today, etc
Catherine is drinking a coffee.
Actions happening in a period around now
I am looking for a job.

FORMATION OF THE –ING FORM


General rule: add –ing
Verbs ending in e: drop the e and add ing. Ex: write – writing
Verbs ending in ie: drop the ie, add y and ing. Ex: lie – lying
Verbs ending in C + V+C: double the last consonant and add ing. Ex: stop – stopping

A. Read the sentences and fill in the blanks with the Present Continuou
Stevie is a very naughty boy. He plays many tricks on everyone. What is he doing?
Stevie _______________ Suzanne in the bathroom. (lock)
He _______________ his grandmother’s false teeth. (hide)
Now he _______________ salt in Suzanne’s tea. (put)
Stevie _______________ a lie. (tell)
He _______________ a dog. (chase)

B. Simple Present or Present Continuous? Fill in the blanks with the correct verb tense.
Suzanne ____________________ coffee every morning (drink)
She ____________________ beside her desk now. (stand)
She ____________________ the newspaper every evening. (read)
They ____________________ letters in English every week. (write)
It ___________________ at the moment. (not rain)
Suzanne’s father ____________________ 15 cigarettes a day. (smoke)
Stevie, where ________ you ____________ now? (go)
Suzanne usually ____________________ home at 5:00 p. m. (arrive)
I can’t talk now. I ____________________ dinner. (cook)
What are you doing? I ____________________ a film. (watch)
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Write sentences for the following verbs in the Present Continuous


come look try
feel look turn
get pretend wait
hitch shake watch
kiss sit straighten
listen think

Song “Tom’s diner” by Suzanne Vega

I ____ ____________ in the morning when I’___ ____________ someone


at the diner on the corner. ____________ me and so I raise my head.
I ____ ____________ at the counter
for the man to pour the coffee. There’s a woman on the outside
And he fills it only halfway looking inside. Does she see me?
and before I even argue No, she does not really see me
he ____ ____________ out the window because she sees her own reflexion.
at somebody ____________ in.
“It is always nice to see you” And I’___ ____________
says the man behind the counter not to notice
to the woman who has come in. that she is hitching up her skirt
and while she ____ ____________
She ____ ____________ her umbrella her stockings
and I look the other way her hair ___ ____________ wet.
as they ____ ____________ their hellos.
I’___ ____________ Oh, this rain. It will continue
not to see them. through the morning
Instead I pour the milk. as I ____ ____________
to the bells of the cathedral.
I open up the paper:
there’s a story of an actor who had I ____ ____________ of your voice and
died while he was drinking. on the midnight picnic once upon a time
It was no one I had heard of. before the rain began.
I finish up my coffee.
And I ____ ____________to the horoscope It’s time to catch the train...
and ____________ for the funnies
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Places to visit and Prepositions of Place


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Write the prepositions or adverbs of place under the correct picture.

On the corner Between Behind


In opposite On the right Far
Near In front of

Look at the map and complete the sentences:

Far On the left Between


On the corner In
On the right Near
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Jobs and Occupations


Label the pictures

2. . ____________________
Detective 1. . ____________________

3. . ____________________ 4. ____________________ _5. . ____________________

6. . ___________________ 8. . ____________________
7. . ____________________

9. . ____________________ 10. . ____________________ 11. . ____________________


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12. . ____________________
13. . ____________________ 14. ____________________

17. . ____________________
15. . ____________________
16. . ____________________

19. . ____________________ 20. . ____________________


18. . ____________________

21. . ____________________ 22. . ____________________ 23. . ____________________


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25. . ____________________ 26. . ____________________


24. . ____________________

28. . ____________________ 29. . ____________________


27. . ____________________

30. . ____________________ 31. . ____________________ 32. . ____________________

33. . ____________________ 34. . ____________________ 35. . __________________


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Look at the pictures and complete the sentences. Number one is already done for you.

1. She wears an uniform. She helps doctors. She works in a hospital. She is a nurse.
2. He carries a big bag with lots of letters. He knows all the streets in town. He’s a ___________.
3. They give concerts. They sing beautiful songs. They are _______________.
4. He likes flying. He visits many places. He flies a plane. He is a _______________.
5. He has many pupils. He works in a school. He is a _______________.
6. He works in a kitchen. He cooks delicious meals. He wears a big white __________________ .
7. He wears a blue uniform. He catches criminals and puts them in prison. He’s a ____________.
8. He works with a camera. He takes photos. He’s a _______________.
9. They play with a ball. They are in a team. They are _______________.
10. He works in a boat. He catches a lot of fish. He’s a _______________.

Jobs and Skills


Match the words on the left with a job. More than one word is possible.

animals cars patients tips


operations courts buildings audiences
models pupils pipes money
rubbish cheques customers

vet ……………………. surgeon ……………………. shop assistant ………………


accountant ………………… lawyer ……………………. waiter …………………….
mechanic ………………… actor ……………………. photographer ………………
nurse ……………………. teacher ……………………. plumber …………………….
architect …………………… bank clerk ………………… dustman …………………….
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Match each sentence with jobs from the list in the previous exercise.

a) You have to be good at dealing with worried owners . . . . . . . . . . . . . . . . . . . . . . . . .


b) you have to wear special clothes because you will get dirty . . . . . . . . . . . . . . . . . . . .
c) you have to know a lot about engines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
d) you have to look carefully at the light . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
e) you could get wet in this job . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
f) you can make ill people feel more comfortable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
g) you are polite and work fast if you want extra money . . . . . . . . . . . . . . . . . . . . . . . . .
h) you have to be good at saving money for your customers . . . . . . . . . . . . . . . . . . . . . .

Find 18 jobs:
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Song She’s not just a pretty face by Shania Twain


She hosts a T.V. show, she rides the rodeo,
She plays the bass in a band,
She's an ____________________ (1),
a ____________________ (2) at the parking lot,
A ____________________ (3) working the land,
She is a champion, she gets the gold,
She's a ____________________ (4), the star of the show.

She's not just a pretty face


She's got everything it takes

She has a fashion line,


a ____________________ (5) for "Time",
Coaches a football team,
She's a ____________________ (6),
a romance ____________________ (7),
She is a mother of three,
She is a ____________________ (8), she is a wife,
She is a ____________________ (9), she'll save your life,

She's not just a pretty face


She's got everything it takes
She's mother of the human race
She's got everything it takes

She is your ____________________ (10),


she is your ____________________ (11),
she is your ____________________ (12),
She is every woman in the world.

She flies an airplane, she drives a subway train.


At night she pumps gasoline.
She's on the council, she's on the board,
She's a ____________________ (13), she praises the Lord.

She's not just a pretty face


She's got everything it takes.
She's mother of the human race
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Job Advertisements and Letter of Application

Needed: Full time secretary Computer trained secretaries: Part Time work available: We
position available. Applicants Do you have experience are looking for retired adults
should have at least 2 years working with computers? who would like to work part
experience and be able to type Would you like a full time time at the weekend.
60 words a minute. No position working in an exciting Responsibilities include
computer skills required. new company? If your answer answering the telephone and
Apply in person at United is yes, give us a call at 457- giving customer's information.
Business Ltd., 17 Browning 896754. For more information contact us
Street, Leeds. Are you looking for a part time byHania's
Teacher Needed: calling Playschool
345-674132.needs 2

job? We require 3 part time teacher/trainers to help with classes from 9


shop assistants to work during a.m. to 3 p.m. Applicants should have
the evening. No experience appropriate licences. For more information
required, applicants should visit Hania's Playschool in Leicester Square.
apply between March 18 and
26. Call 366 - 76564 for more
information.
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Office – Objects of daily use


Can you name all the items bellow? Use each of these words once only.
Calculator
Date stamp
Guillotine
Note pad
Paper clips
Pencil sharpener
Punch
Ruler
Scales
Scissors
Stamps
Stapler
Staples
String
Tray
Wastepaper bin

Look at the picture of an office. Identify each numbered item.


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