Analyse the cartoon to answer 32. 

    What do you think should be the most important quality of a hotel manager? If someone were to ask me, I’d say it would be the capability to communicate effectively with the staff, colleagues and guests. In this new age of electronic communication, one should not forget that effective verbal and non-verbal communication skills should be emphasized and wellexecuted in the hospitality industry.

     Compelling communication skills are important in a hotel regardless of some staff members not being guest-facing. A few hotels spend considerable amount of money on training their staff to interact with the guests. Good communication skills are a learned art and not a natural skill so one should consider training to enhance staff skills. Excellent communication skills enhance guest experience as this conveys that you are listening to your guests, valuing their feedback and conveying clear messages. Apart from communicating with the guests, your staff ought to know how to write emails. Good communication skills will impress your guests which will further prove beneficial to your hotel business.

     Not only does the staff need to communicate successfully with the guests but also with other department employees. Few of the staff members might be able to speak in manageable English but those who don’t have English as their first language suffer due to their inability and fail to understand simple instructions and information […] Hotels should emphasize on providing communication skills training courses which cover everything from basic communication techniques to advanced empathy skills program.

(adapted from http://www.hotelogix.com/blog/2014/10/17/benefits-of-effectivecommunication-in-the-hotel-industry/)

Leia as instruções a seguir e responda a questão.

Instructions for making sandwiches

    First decide what type of filling you would like and check to see if there is some available. Next take two slices of bread and butter each of them on one side only. Put your filling on one slice of bread, butter side up. You may choose two fillings. Place the other piece of bread, butter side down, on top of the filling. Now cut your sandwich carefully with a knife. Now sit down and enjoy your sandwich. Finally, clear away the things you have been using.

(http://www.drapersmillsprimary.co.uk/ lead-learner-key-stage-one-blog/ – Adaptado)

Para responder a questão, leia o artigo de jornal a seguir.

Trial with migrants

        The Hungarian Prime Minister Viktor Orban is against migration there. He says that the EU risks losing another country if the migration is not stopped. Nine men were sentenced to nearly a year in jail; however, they were released at the judge’s discretion due to time already served. One of the group was kept behind bars after receiving a three-year sentence for issuing instructions to the rioters through a loudspeaker. After the trial, a United Nations spokesman said that he was worried that a country would criminalize people who are fleeing war zones.

(www.ondemandnews.com – Adaptado)

O texto a seguir apresenta lacunas numeradas das quais foram omitidas uma ou mais palavras. Assinale a alternativa que apresenta a palavra ou expressão que completa corretamente cada uma das lacunas numeradas, tanto quanto à correção gramatical como quanto ao sentido e à estruturação do texto.

What is Communicative Language Teaching?

   Not long ago, when American structural linguistics and behaviorist psychology were the prevailing influences in language teaching methods and materials, second/foreign language teachers talked about communication in terms of four language skills: listening, speaking, reading, and writing. 41  skill categories were widely accepted and provided a ready-made framework for methods manuals, learner course materials, and teacher education programs. Speaking and writing were collectively 42 as active skills, reading and listening as passive skills.

    Today, listeners and readers no longer are regarded as passive. They are seen as active participants in the negotiation of 43 . Schemata, expectancies, and top-down/bottom-up processing are among the terms now used to capture the necessarily complex, interactive nature of this negotiation. Yet full and widespread understanding of 44 as negotiation has been made difficult by the terms that came to replace the earlier active/passive dichotomy. The skills needed to engage in speaking and writing activities were described subsequently as productive,  45   listening and reading skills were said to be receptive. While certainly an improvement over the earlier active/passive representation, the terms “productive” and “receptive” fall short of capturing the interactive nature of communication.

    The inadequacy of a four-skills model of language use is now recognized. And the  46  of audiolingual methodology are widely acknowledged. There is general acceptance of the complexity and interrelatedness of skills in both  47  and oral communication and of the need for learners to have the experience of communication, to participate in the negotiation of meaning rather than memorizing and repeating words and sentences. Newer, more comprehensive theories of language and language behavior have  48  those that looked to American structuralism and behaviorist psychology for support. The expanded, interactive view of language behavior they offer presents a number of  49  for teachers. Among them, how should form and function be integrated in an instructional sequence? What is an appropriate norm for learners? How is it determined ?What is an error? And what, if anything, should be done when one  50 ? How is language learning success to be measured? Acceptance of communicative criteria entails a commitment to address these admittedly complex issues.

(Communicative Language Teaching for the Twenty-First Century, by Sandra J. Savignon in Teaching English as a Second or Foreign Language, by Marianne Celce-Murcia (ed.). Adaptado)