Post on 03-Jun-2018
transcript
8/11/2019 9 Customer Quality Requirements
1/12
Customer quality requirements. (Exigence de qualit des clients)
1 "The Sussex Breakfast at the Ambassador Hotel in Brighton ..."(an! #$% #&% '
) Se*ial diets. (Rgimes spciaux.)
2.1 Allergies
).) Ethics. Reading comprhension. "+ish are +riends% ,ot +ood"- eading labels. (Lecture des tiquettes)
/ 0oliteness
# rammar2
#.1 0ossessi3e *ase. (Cha ) A,1 4T1 fas*i*ule CA0!#-%#/ %## (*orrig5 #'!
#.) 6xression of the future (Cha $ ) A, 1 4T1 CA0! 17# 8usqu9: 1$-
8/11/2019 9 Customer Quality Requirements
2/12
eading and understanding a text.
"The Sussex breakfast at the Ambassador Hotel in Brighton" (texte ra*ouri* ris dans manuel A,
#&. $17# T-!
"The Sussex Breakfast at the Ambassador Hotel in Brighton"
;...< =ou are eating the finest lo*al rodu*e.
The Sussex Breakfast is deli*ious% lo*al and seasonal. Sausages and ba*on
*ome from igs reared outdoors and aggs from free4range *hi*kens. ilk%
butter and *heese *ome from lo*al small dairies% ale 8ui*e and seasonal
fruit from lo*al or*hards. There are tasty homemade 8ams% mustards and
marmalade4 not forgetting muesli% otato and smoked salmon alternati3es
to meat.
These are quality ingredients sour*ed dire*t from Sussex rodu*ers.
Caring animal farming and rese*t for the Sussex lands*ae and >ildlife is
a art of the ethos for ser3ing a Sussex breakfast. Traditionally reared%grass4fed *o>s% igs and *hi*kens rodu*e milk% meat and eggs ri*h in
?mega4-% the essential fatty a*id >e all require.
Adapted from BBC !!" #!!"$ #e%ruar& 1'th$ 2''(
1! 0resentation of the do*ument2
Title@ onne le titre de l9arti*le
ate@ Sa date de ubli*ation
Sour*e@ 9o ro3ient4il@
Toi*@ Duel est le su8et de l9arti*le.
Comlete the text >ith your o>n >ords. Eoi*i une r5onse r5dig5e qui rerend les oints *i4dessus2
The do*ument is an ................................ entitled "The Sussex Breakfast at the Ambassador Hotel in
Brighton". Ft >as ............................. in the BBC magaine .......................................... in .................
)&.
Ft is ........................ a hotel ser3ing a traditional ...................... based on ..................... and seasonal
rodu*ts.
Arti*le4 ublished4 ood +ood4 +ebruary4 about4 lo*al
)! Sho> that the breakfast at the Ambassador Hotel is the best.
0ut the >ords in the right la*e2 nutritious4 from4 oen4 than4 healthy4 on4 deli*ious4 air4*ooked4
eggs
Fts9 a traditional ........................... breakfast based .... lo*al ingredients. +or examle% the ba*on mustbe tasty and .......................... (ri*h in ?mega4-s! be*ause it *omes ......... igs traditionally reared in
the ................... .................% the ................. are s*rambled or oa*hed. F think is healthier ....... the
old fatty British breakfasts.
To sum u% F *an say this breakfast is .............................% ...............................and nutritious.
*ooked4 on4 nutritious4 from4 oen air4 eggs4 than4 deli*ious4 healthy
"Ghat is best for you@" 1)) 1)- manuel CA0 *haitre # A,1 T1
(: artir de la hoto% anti*iation 8usqu9: la rodu*tion 5*rite! exer*i*es &- : &$ *orrig5s 1)/ et
1)#.
ead the extra*ts from *on3ersations and find the right title. Iise les extraits de *on3ersation et
8/11/2019 9 Customer Quality Requirements
3/12
retrou3e le bon titre.
A! restaurant *on3ersation about ingredients
B! restaurant *on3ersation about ho> food is reared
C! restaurant *on3ersation about substituting food
! telling someone that allergens are resent in kit*hen
1
A FJd like a milkshake but FJm la*tose intolerant. Could you rela*e themilk >ith ri*e milk@
B FJm sorry% >e donJt ha3e any ri*e milk but >e do ha3e soy milk% >e
*ould make the milkshake >ith that.
A That sounds greatK F >as also >ondering% do you ha3e any milkshake
fla3ours besides *ho*olate% banana and stra>berry@ F ha3e intoleran*es to
those foods too.
B The *hef *ould make a mango milkshake or a blueberry one.
A FJll ha3e the blueberry one L thanksK
)A FJm really allergi* to eers so FJd like my meal reared >ithout
them% lease...
B ThatJs no roblem% FJll let the *hef kno>.
A ...but itJs also imortant my food doesnJt *ome in *onta*t >ith
eers or their seeds. F need my 3egetables to be reared searately from
eers and for the *ooking utensils not to ha3e tou*hed eers.
B Ho> are you >ith *hillies@ Are you allergi* to those too@
A =es% F am% FJm highly allergi* to *hillies.
B FJll make sure the *hef kno>s this and >eJll do our best% but eers
and *hillies are resent in our kit*hen so FJm afraid >e *anJt 1M
guarantee thereJd be no *ross4*onta*t
-
A oes the 3anilla i*e *ream *ontain nuts@
B The i*e *ream is nut4free but the kit*hen is used to
rearing food that *ontains nuts so >e *anJt guarantee a
nut4free en3ironment.
A Thanks% F understand.
/
A 6x*use4me but do your noodles *ontain gluten@
B ?ur >heat and egg noodles do but our ri*e noodles are gluten
free.
A ThatJs great% FJll ha3e the ri*e noodles% lease. Ho> about the
soy sau*e you use L do you kno> if that *ontains gluten@
B FJm not sure. F think it *ontains >heat. FJll *he*k the
ingredients and get ba*k to you.
A Thanks so mu*hK Ff the soy sau*e does *ontain >heat% *an F
ha3e my meal reared >ithout it% lease@
B =es% no roblem.
A /% B )% C1 -
8/11/2019 9 Customer Quality Requirements
4/12
Ans>er the questions2
1. Ff you are allergi* to milk% >hat substitute *an you use@
). Fn the first *on3ersation% >hat is the *ustomer allergi* to@
-. Ghat *an the *ustomer ha3e instead (N: la la*e! @
/. Fn the se*ond *on3ersation% >hat is the *ustomer allergi* to@
#. Ghat re*aution must the *hef take@
'. Fn the third *on3ersation% is the *ustomer allergi* to 3anilla i*e4*ream@7. Fn the last *on3ersation% >hy *an9t the *ustomer take the >heat (bl5! and egg noodles@
$. Can heO she take the soy sau*e@
1. =ou *an rela*e it by ri*e milk or soy milk.
). The *ustomer has intoleran*e to *ho*olate% banana and stra>berry
-. The *ustomer *an ha3e a mango or blueberry milkshake made from ri*e or soy milk.
/. HeO she is allergi* to eer% and anything that has been in *onta*t >ith eer.HeO she is
allergi* to *hillie too.
#. The *hef must reare the *ustomer9s 3egetables searately >ith utensils that ha3en9t been in
*onta*t >ith eers ou *hilies
'. ,o% heO she isn9t. The *ustomer >ants to kno> if the 3anilla i*e4*ream *ontains nuts. So the*ustomer must be allergi* to nuts.
7. Be*ause they *ontain glutten
$. Ft deends on >ether it *ontains >heat or not. The *ustomer is allergi* to glutten (N heO she
*an9t eat >heat!
Che*k The FngredientsK
Pse the information in the hotos and your o>n ideas to *omlete the dialogues.
"FJm gluten intolerant so FJll ha3e the ri*e noodles% lease.
Ho> about the soy sau*e you use L do you kno> if that
*ontains gluten@""FJm not sure. F think it *ontains >heat. FJll *he*k the
ingredients... ?h% FJm afraid .................................................
...............................................................................................
................................................................................................
................................................................................................
................................................................................................
.................................................................................................
8/11/2019 9 Customer Quality Requirements
5/12
"FJm highly allergi* to milk and F >as >ondering >hether
F *ould ha3e the noodles. o you kno> if theyJre dairy
free@ "
"F kno> they *ontain eggs but FJm not sure about milk.
i3e me a minute and FJll *he*k. ?h% the
ingredients say that ..........................................................
..........................................................................................
...........................................................................................
...........................................................................................
...........................................................................................
The soy sau*e *ontains >heat. F9ll ask the *hef for a glutten4free substitute for the soy sau*e.
The ingredients say that the noodles *ontain eggs and >heat. They are dairy free but they are not
suitable for milk allergy sufferers due to manufa*turing methods used. They >ere robablyrodu*ed in a fa*tory that handles diary rodu*e. There may ha3e been *ross4*onta*t.
Fn an Fndian restaurant% a *ustomer asks2
?n the *urry o>der ot.
Ah% it says here that it >as rodu*ed in a fa*tory
>hi*h handles sesame. So% it normally doesn9t
*ontain the allergen but sometimes% there is
*ross4*onta*t. aybe you should a3oid *urry.
The *urry o>der ingredients are natural. They
"FJd lo3e the *hi*ken madras but F ha3e some
serious food allergies. o you kno> if the *urry
*ontains sesame seeds or nuts@ "
"Ge add *umin seeds but no sesame seeds or
nuts."
"Ho> about in the *urry o>der@ o you
kno> if that *ontains sesame seeds or nuts@ "
"Hold on a minute. FJll *he*k. .. Ah% it says here
.............................................................................
..............................................................................
.............................................................................
..............................................................................
.............................................................................
..............................................................................
"F also a3oid sulhites. oes the *urry *ontain
reser3ati3es@ "
"FtJs freshly made and the *urry o>der
ingredients are..................................................
............................................................................
............................................................................
reatK Qust one last thing. The *urry doesnJt
8/11/2019 9 Customer Quality Requirements
6/12
are *oriander% *umin% salt% turmeri*% arika%
*innamon% ri*e flour% fenugreek% ...et*. There are
no reser3ati3es.
Gell% F9m afraid it does *ontain a 3ery little
quantity of *elery seed
*ontain *elery% does it@ FJm allergi* to that too. "
.............................................................................
.............................................................................
.............................................................................
.............................................................................
+ish are +riends% ,ot +ood
http**+++.high%eam.com*doc*11,12-/012-.html
1! Ghat is the nature of the do*ument@
4 An arti*le from a magaine
4 An extra*t from an online arti*le
4 A leaflet to eat fish
)! Ghen >as it >ritten@
-! Ghere is the headline@
http://www.highbeam.com/doc/1G1-124867124.htmlhttp://www.highbeam.com/doc/1G1-124867124.html8/11/2019 9 Customer Quality Requirements
7/12
/! Ghat does the headline say@
#! Ghat is it about@
4 The nutriti3e benefits of eating fish
4 The rote*tion of animals
4 Eegetarianism
'! Ghat is the main information @
4 a ne> *amaign to rote*t fish
4 a ne> *amaign to eat more fish
4 a ne> *amaign to eat *ats and dogs
7! Gho laun*hed the *amaign@
$! They don9t eat anything that is of animal origins. Ghat do you *all su*h a diet@
&! Ghat arguments do they use@ (*oml5te la hrase!
They say that fish ...................... and .................................
1! Ghat do they *omare fish to@ ( : quoi *omarent4ils les oissons@!
11! Ghat image do they use to *on3in*e eole to sto eating fish@
1)! Ghat is the effe*t of the *omarison on the reader@
1-! Ghat do you think about fish@ o you think it9s good for the health@ o you think it9s *ruel to
eat fish @
1! an extra*t from an online arti*le
)! Ft >as >ritten on 17th,o3ember )/ (ronon*e2 on the se3enteenth of ,o3ember t>o thousand
and four!
-! Ft is at the to of the age.
/! Ft says ",e> Caaign2 +ish are friends% not food. Animal4 rights a*ti3ists are no> *laiming fish
are too intelligent and sensiti3e to be eaten."
#! The rote*tion of animals
'! A ne> *amaign to rote*t fish
7! 06TA laun*hed the *amaign. Ft9s an organisation. Ft stands for 0eole for the 6thi*al Treatment
of Animals
$! Eegan diet.&! are intelligent and sensiti3e
1! They *omare fish to *ats and dogs
11! The dire*tor says eole >ouldn9t ut a hook through the mouth of a *at or a dog.
1)! Ft is *ruel. 0eole >ho eat fish >ill feel guilty.
+ish is good. o*tors and dietitians ad3ise eating it t>i*e a >eek (t>i*e a >eekN t>o times e3ery
>eek! . Ff >e don9t eat fish% our diet >ill be oorer and >e9ll ha3e to eat toffu. But fish is a high4risk
food and it *an *ontain a lot of oisonous substan*es% like radioa*ti3e substan*es% lead% arseni*...et*
and it *an *ause damages in the body.
Ge should rese*t animals. Some eole are not 3egan% nor 3egetarian but they only eat free4range
and organi* foods. Fn fish farms% F think fish are not rese*ted.
A3e43ous remarqu52 fish ne rend as de s au luriel. Fl s95*rit *omme au singulier mais s9a**orde
8/11/2019 9 Customer Quality Requirements
8/12
a3e* un 3erbe au luriel.
Ghat information is gi3en through food labels@ i3e examles.
1. ,ame of food
). Fngredients (ingredients are listed in order of >eight% a**ording to the amounts used to make
the food% starting >ith the largest ingredient and ending >ith the smallest.!
-. A use by date or a best before date (date limite de *onsommation!
/. Additi3es (These usually in*lude 6 numbers. There is an in*reasing demand for food
>ithout them as some *an *ause allergi* and intolerant rea*tions.!
#. Storage (N*onser3ation! (ho> long a rodu*t is likely to last on*e it has been bought andOor
oened%!
'. 0rearation instru*tions7. Se*ial *laims ( and organi* foods must also be *learly labeled.! (N label ? ou label
bio! 0ro*essing treatment (for examle dried ari*ots% salted eanuts and smoked ma*kerel%
PHT milk% smoked fish% unasteurised *heese% froen 3egetables.! (N*onditionnement des
aliments!
$. ,ame and address (The name and address of the manufa*turer% a*ker or seller must be
stated on the label. !
&. 0la*e of origin (Ft exlains >here the food is from.!
1. ,et 3alues2 >eight% 3olume
=ou *an also find2
11. nutrition information (The energy 3alue in kilo8oules (kQ! and kilo*alories (k*al!R The
amount of rotein% *arbohydrate and fat in grams (g!. the amount of 3itamins and minerals!
1). Ser3ing instru*tions
1-. isosal of a*kaging (N o 8eter l9emballage!
1/. Se*ial diets
1#. ?ening instru*tions
1'. Bar*odes
17. Ad3ertising and marketing
Iook at the i*ture.
1. Ghat is the nature of the do*ument@). Ghat rodu*t is it about @ (N de quel roduit s9agit4il@!
-. Ghat kind of information *an you see on the label@
/. Can eole allergi* to glutten eat it@
#. Can eole allergi* to milk eat it@
'. Ft might *ontain geneti*ally modified ingredient. TrueO +alse
7. There is more *hi*ken than ri*e in this dish. TrueO +alse
$. Ho> many *alories does a a*k bring@
&. Ho> mu*h fat is there@
1. Ho> mu*h salt@
11. Gho is the distributor@ Gho should F >rite to if F9m not hay >ith the food@
1). Fs it froen food@1-. Ghere do you store it before heating it u (No le garder a3ant de le r5*hauffer!@
1/. Ghat kit*hen equiment do you need@
8/11/2019 9 Customer Quality Requirements
9/12
1#. Ghat is re*ommended to do before ser3ing@
1'. Ghat is the best before date@
1. Ft9s a rodu*t label
). eady4made *hi*ken and asaragus
-. Fngredients% allergy ad3i*e% nutrition information >ith guidelines of the daily amounts fora3erage adults% storage and *ooking information% *onta*t details of the rodu*er and
distributor% bar*ode% net 3alue2 >eight
/. =es% they *an. The rodu*t is suitable for eole allergi* to glutten.
#. ,o% they *an9t. The dish *ontains milk.
'. ,o% Sainsbury9s foods don9t *ontain ?
7. There is more ri*e (thirty se3en er *ent! than *hi*ken (t>enty4four er *ent!.
$. The a*k *ontains four hundred and t>enty4eight *alories
&. There is fi3e oint six grams of fat er a*k
1. There is t>o grams of salt er a*k
11. The distributor is Sainsbury. Ft is *hain of suermarkets in the P!
1). ,o% it isn9t but you *an freee it on the day of ur*hase and *onsume it >ithin one month.1-. Ft must be ket *hilled (in the fridge! before >arming u.
1/. =ou *an heat the dish u in an o3en or a mi*ro>a3e
1#. Ft is re*ommended to stir the ri*e and the *hi*ken.
1'. Ge don9t kno>. Ft is >ritten on the other side of the a*kaging% on the front of the a*k.
The label is on the ba*k of the a*kaging
8/11/2019 9 Customer Quality Requirements
10/12
$ ie*es of information must be dislayed on food labels by la>
Ghi*h of these must be dislayed on food a*kaging by la> L only $KK
1! Allergy ad3i*e
)! ,ame of rodu*t
-! Address of manufa*turer
/! Cooking instru*tions
#! Storage instru*tion'! Shelf lifeN best before date
7! Fngredients in des*ending order
$! ,utritional information
&! Geight
1! Iot or bat*h mark
Ghat is needed by la>2 )! -! /! #! '! 7! &! 1!
0oliteness.
Customers may *omlain to you (NLes clients peuent se plaindre! sometimes about the food%
>hether it is too salty% not si*y enough% under*ooked% o3er*ookedn too largen not fresh% *old%gisgusting...et*
Here is an exemle of a *omlaint by >riting2
begin finally faithfully discount so misleading because complain
forward above but attention point refund advertisement
ear SirOadam%
F feel F must (1! about the lun*h >e had at your restaurant on Thursday 17th
e*ember. Pnfortunately% both the food and the ser3i*e >ere not satisfa*tory.
To ()! >ith% the dishes >e ordered >ere inedible (-! of hea3y seasoning.
There >as (/! mu*h salt and eer on the food that it >as imossible to eat the >hole
meal.
F must also (#! out that your ad3ertisement >as ('! as there >ere only t>o
3egetarian dishes on the menu.
(7!% >hen >e asked for the bill% >e >ere surrised at the staff9s ignoran*e of the 1M
($! for grou bookings. Again% this >as something highlighted in your
(&!. Ge *ould ha3e made a fuss about it% (1! >e de*ided not to.
Considering all the (11!% F belie3e F am entitled to a artial (1)!. F am
*onfident that this matter >ill re*ei3e your romt (1-!. F look (1/! to
hearing from you.
=ours (1#!%
There are ositi3e and negati3e >ays to resonse to *omlaints.
0ut the follo>ing senten*es into the right *olumn.
0ositi3e resonse to *omlaints2
,egati3e resonse to *omlaints2
1! F9m so sorry% but this >ill ne3er o**ur O haen again @ 4@
8/11/2019 9 Customer Quality Requirements
11/12
)! Sorry there is nothing >e *an do about it. @ 4 @
-! Ge are sorry but the food is 8ust alright.@ 4 @
/! F9m really sorry. Ge9ll do our utmost not to do the same mistake again. @ 4@
senten*es 1 and / are olite. Senten*es ) and - are negati3e.
8/11/2019 9 Customer Quality Requirements
12/12
,egati3e resonse to *omlaints2
Sorry there is nothing >e *an do about it.
F9m afraid% there isn9t mu*h >e *an do about it.
Ge are sorry but the food is 8ust alright.