Working at the leisure centre

PUBLISHED : Tuesday, 17 February, 2009, 12:00am
UPDATED : Tuesday, 17 February, 2009, 12:00am

This week We take a look at workplace communication

Libby Tsang works at a local leisure centre. She is a receptionist so she is always on the front line when it comes to dealing with customers. But she is also the first port of call when anyone, from the manger to the cleaners, wants anything done around the leisure centre. Let's have a look at some of the work she does and how she deals with it

Complaints! Complaints!

Reported speech

Reported or indirect speech is when a person tells what someone else has said. It is used a lot in spoken English. If the reporting verb (i.e. said) is in the past, the reported clause will also be in the past.

'The exam is difficult'

He said the exam was difficult.

Libby gets quite a few complaints each week from customers. Turn these complaints into the reported speech form that Libby will use when she passes on the complaints to her boss. Use the past tense for each sentence.

1. 'Hello. My name is Simon Chan. I want to complain the water temperature in the pool tonight is much too hot.'

Libby: Simon Chan said the water temperature in the pool tonight was much too hot.

2. 'My name is May Wong. Did you know the hairdryers in the ladies' changing rooms were not working this morning?'

Libby: ______________________________________________________________________________________________

3. 'Hi. I'm Sally Leung. Can you tell someone the coffee machine in the reception area is not working this morning?'

Libby: ____________________________________________________________________________________________

4. 'Yes, you can help me. I'm Tom Chan. Can I ask why there are no clean towels in the pool area this morning?'

Libby: __________________________________________________________________________________________

5. 'Hi. My name is Paul Tan. There was a lot of litter in the men's changing room last night. Can someone do something about it?'

Libby: ____________________________________________________________________________________________

Interview Q & As

Libby has been working at the leisure centre for three years. Look at some of the questions she was asked during the interview for the job. Can you match up the questions with the answers she gave? When you have worked out which answer goes with which question, practise the conversation with a friend

1 Have you worked in the leisure industry before?

2. How did you find out about the job?

3. What qualities do you think you could bring to the job?

4. Why did you leave your last job?

5. You would have to work evenings if you got this job. Would there be a problem with that?

6. What experience have you had working with the general public?

a) The company had financial problems and it closed down.

b) My three previous work positions all involved dealing directly with customers.

c) I would be able to commence immediately.

d) No. My three previous jobs have been in retail.

e) I received a large salary increase.

f) I am an outgoing person and a hard worker. I am confident I could do this job well.

g) Not at all. I would enjoy that.

h) I've been a member of the leisure centre for two years and I saw the advertisement on the notice board.

now do this

Send for a workman!

Which workman would Libby send for to deal with the following problems?

Choose from: librarian / accountant / tiler / electrician / banker / printer / cleaner / caterer / gardener / purser

1. Some of the tiles in the toilets need replacing.

2. The hand dryer in men's changing room is not working.

3. The sandwiches for the coffee shop have not arrived.

4. The trees outside reception need trimming.

5. We need to publish some new brochures.

6. Last month's expenditure is in a muddle. They need sorting out.


Interview: 1. d, 2. h, 3. f, 4. a, 5. g, 6. b

Send for a workman: 1. tiler, 2. electrician, 3. caterer, 4. gardener, 5. printer, 6. accountant