UNIT 7. Engaging in Small Talk

Objectives of the Study

Following the completion of this unit, students will be able to:

1. Identify effective phrases for initiating and maintaining casual conversations with guests.
2. Use culturally appropriate small talk in a cruise line restaurant setting.
3. Build rapport with customers through friendly and professional interactions.

A. Vocabulary Building

The following activities are designed to build your vocabulary mastery, especially in engaging in small talk.

Jumble Letters
Please arrange the following letters into the correct words!

Jumble Letters	Words	Meaning
LOKSA	Talk	Bicara
CNOVREATSIO	Conversation	Percakapan
OPITNC	Topic	Topik
FOMNARILAR	Familiar	Akrab
CMIULARRY	Similarly	Begitu pula
INTIDUORCTNIO	Introduction	Perkenalan
PFOERSUYLAL	Casually	Secara santai
GNIEGAG	Engaging	Melibatkan
NMACEITMMO	Commitment	Komitmen
EGTOHARTE	Together	Bersama

Listening and Pronouncing Practice

Play the audio of the following words by scanning the QR Code. Then, practice pronouncing them correctly as you heard from the audio.

• Conversation: /ˌkɒnvərˈseɪʃn/
• Topic: /ˈtɒpɪk/
• Greeting: /ˈɡriːtɪŋ/
• Familiar: /fəˈmɪliər/
• Chat: /tʃæt/
• Smile: /smaɪl/
• Casual: /ˈkæʒuəl/
• Introduce: /ˌɪntrəˈdjuːs/
• Listen: /ˈlɪsn/
• Respond: /rɪˈspɒnd/

B. Procedure in Handling Payments

Procedure	Language Function
Initiating a conversation	Greeting the guest, asking open-ended questions
Building rapport	Sharing light personal stories, showing interest in guest’s topic
Closing a conversation	Summarizing, thanking for their time, encouraging follow-up

C. Manner
RULES OF MANNERS

When engaging in small talk, it is essential to establish a friendly and welcoming atmosphere. Below are some key rules of manners:

• Smile and maintain a warm tone when starting a conversation.
• Be attentive and show genuine interest in what the guest is saying.
• Keep the conversation light and avoid sensitive topics such as politics or religion.
• Use open-ended questions to encourage the guest to share more about themselves.
• Listen actively and respond appropriately to maintain the flow of the conversation.
• Avoid interrupting the guest or making the conversation too personal.
• Always end the conversation on a positive note, ensuring the guest feels valued.

STARTING SMALL TALK

• Politely greet the guest and ask an open-ended question:
  “Good evening! Are you enjoying your time on the ship so far?”
• Comment on something situational to start a conversation:
  “The weather has been fantastic today, hasn’t it?”

KEEPING THE CONVERSATION GOING

• Show interest in their experience:
  “Have you had the chance to try any of our onboard activities?”
• Respond to their comments with enthusiasm:
  “That sounds amazing! The snorkeling excursion is a guest favorite.”

ENDING THE CONVERSATION

• Thank the guest for their time and offer assistance:
  “It was lovely chatting with you. Please let me know if there’s anything I can do for you.”
• Use polite phrases to conclude:
  “Enjoy the rest of your evening!”

• Samples of Dialogues

Sample 1

Server       : Hi! How’s your day going? Are you enjoying the cruise so far?

Guest        : Hey, yeah! It’s amazing. The view from the deck was beautiful this morning.

Server       : I’m glad to hear that! The deck views are one of my favorites too. Have you tried the seafood bar yet?

Guest        : Not yet, but I’m thinking of checking it out later.

Server       : You should! The fresh oysters are a big hit with the guests. What are you planning to have for lunch today?

Guest        : I’m leaning toward the grilled fish. I’ve heard it’s one of the best dishes here.

Server       : Great choice! I’ll put in your order and get that going for you. Anything else I can bring you while you wait?

Guest        : A glass of sparkling water would be perfect, thank you!

Questions

1. What did the guest mention enjoying about the cruise?
2. What recommendation did the server make for lunch?
3. What did the guest order to drink?
4. How did the server encourage the guest to try the seafood bar?

Sample 2

Server       : Good evening! Are you enjoying the evening so far?

Guest        : Yes, it’s been wonderful. We had dinner by the window, and the sunset was just perfect.

Server       : That sounds amazing! The sunset views are always incredible, especially at this time of year. Are you celebrating anything special tonight?

Guest        : Actually, it’s our anniversary. That’s why we’re treating ourselves to a special dinner.

Server       : Wow, congratulations! Let me know if you’d like anything extra to make your dinner even more memorable.

Guest        : Thank you, that’s very thoughtful! We’re just looking forward to the food now.

Server       : I’ve got you covered. I’ll make sure everything is perfect for your special evening.

Questions

1. What special occasion are the guests celebrating?
2. How did the server acknowledge the celebration?
3. What was the guest’s response to the server’s offer of assistance?
4. How does the server enhance the dining experience for the guests?

C. Check your Understanding
Please do the following exercises to confirm your understanding. When you have difficulties, please ask your teacher.

Create your conversation
Please create a conversation based on the following situations:

1. Mr. Brown is dining alone at the cruise restaurant. The server initiates a friendly conversation by asking where he’s from and if he has enjoyed the cruise so far.
2. Mrs. Lee is celebrating her birthday on the cruise. The server notices and starts a small talk about her special day while taking her order.
3. A couple mentions they are on their honeymoon. The server congratulates them and engages in a light conversation about their travel plans.

D. Summary

Language Function	Language Expression
Greeting	Hi there! How’s your day going? Good morning! Enjoying the cruise so far?
Showing interest	Where are you from? How are you liking the weather today? Is this your first cruise?
Responding politely	That sounds amazing! Oh, I’ve always wanted to visit there! That’s interesting!
Closing a conversation	Well, enjoy your meal! Let me know if you need anything else. Have a great day!
Magic words	Have a wonderful day! Enjoy your time here!