Prática de Shadowing: Listening part two (Hotel management and high staff turnover) @ieltslisteningpro.24 - Aprenda a falar inglês com o YouTube
B2
Part 2.
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Part 2.
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You will hear a training manager giving a talk to a
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group of senior staff from a hotel chain about the problem of high staff turnover.
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First you have some time to look at questions 11 to 14.
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Now listen carefully and answer questions 11 to 14.
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As many of you here today have worked in the hotel industry for some time,
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I'm sure you have experienced the problem of high staff turnover in your hotels.
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Every hotel relies on having loyal and experienced members of staff who make sure that everything runs smoothly.
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If staff are constantly changing,
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it can make life difficult for everyone.
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But why do staff leave frequently in many hotels?
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Of course, many hotel jobs,
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such as cleaning, are low-skilled and are not well-paid.
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A lot of managers think it's this and the long hours that are the main causes of high staff turnover.
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But what they don't realise is that it's the lack of training in many hotel jobs which is a huge factor.
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So what kind of problems does a high turnover of staff cause?
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Well, having to recruit new staff all the time can be very time-consuming,
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and managers may have to cover some duties while waiting for new staff to arrive.
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This means they don't have time to think about less immediate problems,
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such as how to improve their service.
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When staff leave, it can also severely affect the colleagues they leave behind.
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It has a negative effect on remaining staff,
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who may start to feel that they too should be thinking about leaving.
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So what can be done to change this situation?
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Firstly, managers should stop making basic errors which leave their staff feeling upset and resentful.
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When organising shifts, for example,
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make sure you never give certain staff preferential treatment.
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All staff should be given some choice about when they work,
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and everyone should have to work some evening and weekend shifts.
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If you treat staff fairly,
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they'll be more likely to step in and help when extra staff are needed.
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Keeping staff happy has other tangible benefits for the business.
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Take the Dunwich Hotel as an example.
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It had been experiencing a problem with staff complaints and in order to deal with this,
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invested in staff training and improved staff conditions.
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Not only did the level of complaints fall,
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but they also noticed a significant increase in the amount each customer spent during their stay.
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They have now introduced a customer loyalty scheme,
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which is going really well.
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Before you hear the rest of the talk,
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you have some time to look at questions 15 to 20.
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Now listen and answer questions 15 to 20.
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Now I'd like to look at some ways you can reduce staff turnover in your hotels,
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and I'll do this by giving some examples of hotels where I've done some training recently.
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The Sun Club received feedback which showed that staff thought managers didn't value their opinions.
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They weren't made to feel they were partners who were contributing to the success of the business as a whole.
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This situation has changed.
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Junior staff, at all levels,
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are regularly invited to meetings where their ideas are welcomed.
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A year ago, the Portland recognised the need to invest in staff retention.
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Their first step was to introduce a scheme for recognising talent amongst their employees.
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The hope is that organising training for individuals with management potential will encourage them to stay with the business.
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At Blue Water, managers decided to recognise 50 high achievers from across the company's huge hotel chain.
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As a reward, they're sent on an all-expenses-paid trip abroad every year.
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Fun is an important element in the trips,
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but there's also the opportunity to learn something useful.
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This year's trip included a visit to a brewery,
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where staff learned about the new beer that would be served in the hotel.
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Pentlow Hotels identified that retention of junior reception staff was an issue.
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In order to encourage them to see that working in a hotel could be worthwhile and rewarding with good prospects,
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they introduced a management programme.
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These staff were given additional responsibilities and a chance to work in various roles in the hotel.
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Green Planet wanted to be seen as a caring employer.
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To make life easier for staff,
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many of whom had childcare responsibilities,
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the hotel began issuing vouchers to help cover the cost of childcare.
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Louise Marsh, at the Amesbury,
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has one of the best staff retention rates in the business.
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Since she joined the company,
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she's made a huge effort to achieve this by creating a cooperative and supportive environment.
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For her, the staff are part of a large family where everyone is valued.
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OK, now I'd like to move on to the next slide.
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That is the end of part two.
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You now have half a minute to check your answers to part two.
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Thank you.
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Contexto & Cenário
No vídeo apresentado, um gerente de treinamento discute com uma equipe sênior de funcionários de uma cadeia de hotéis a questão preocupante da alta rotatividade de pessoal. Esse tema é crucial na administração hoteleira, onde a experiência e a lealdade da equipe são essenciais para garantir um serviço de qualidade. O gerente compartilha insights sobre os motivos que levam os funcionários a deixarem seus empregos com frequência e como isso impacta tanto o ambiente de trabalho quanto a experiência do cliente.
Top 5 Frases para Comunicação Diária
- “Every hotel relies on having loyal and experienced members of staff.” – Cada hotel depende de ter membros da equipe leais e experientes.
- “Many staff leave frequently because of lack of training.” – Muitos funcionários saem com frequência devido à falta de treinamento.
- “Keeping staff happy has other tangible benefits for the business.” – Manter os funcionários felizes traz outros benefícios tangíveis para o negócio.
- “Managers should stop making basic errors that leave their staff feeling upset.” – Os gerentes devem parar de cometer erros básicos que deixam os funcionários insatisfeitos.
- “They are regularly invited to meetings where their ideas are welcomed.” – Eles são regularmente convidados a reuniões onde suas ideias são valorizadas.
Guia de Shadowing Passo a Passo
O shadow speech é uma técnica eficaz para melhorar suas habilidades em inglês, especialmente em ambientes de trabalho como o setor hoteleiro. Aqui está um guia passo a passo para ajudá-lo a dominar esse vídeo e aplicar o shadowing em inglês:
- Pré-Assista ao Vídeo: Antes de começar, leia a transcrição para se familiarizar com o conteúdo e o contexto. Isso ajudará a entender melhor a dinâmica da conversa.
- Escute o Áudio: Ouça o vídeo uma vez sem interrupções. Preste atenção às pronúncias e à entonação do orador.
- Pratique o Shadowing: Ouça novamente e repita imediatamente após o orador, tentando imitar a pronúncia, o ritmo e a entonação. O shadowspeak pode ser desafiador, mas é essencial para desenvolver fluência.
- Grave-se: Grave sua prática para ouvir seu desempenho. Compare sua entonação e pronúncia com a do orador.
- Refinamento: Identifique áreas de melhoria e continue praticando até se sentir confortável. A prática regular do shadow speak ajudará a solidificar suas habilidades na língua inglesa.
Utilizando essas técnicas de shadowing, você não apenas aprimora sua fluência em inglês, mas também ganha a confiança necessária para se comunicar efetivamente em situações profissionais no setor hoteleiro e além.
O que é a Técnica de Shadowing?
Shadowing é uma técnica de aprendizado de idiomas com base científica, originalmente desenvolvida para o treinamento de intérpretes profissionais. O método é simples, mas poderoso: você ouve áudio em inglês nativo e repete imediatamente em voz alta — como uma sombra seguindo o falante com 1-2 segundos de atraso. Pesquisas mostram melhora significativa na precisão da pronúncia, entonação, ritmo, sons conectados, compreensão auditiva e fluência na fala.
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