Unit 6: Working in a café

Part 1: Match the phrase to its meaning

Write the letter of the meaning next to each phrase.

Part 2: Choose the best answer

Circle the best answer for each question.

1. You do not understand an instruction. What is the best thing to say?

   1. Yes, yes, no problem.
   2. Sorry, could you say that again more slowly?
   3. I will just try something.

2. The customer changes their mind mid-order. What should you do?

   1. Ignore the change.
   2. Repeat the new order and check it is right.
   3. Ask them to start again from the beginning, loudly.

3. Which response is safest when you do not understand?

   1. Pretend you understood
   2. Say nothing and guess
   3. Sorry, could you say that again?

4. A customer asks for a free replacement drink and you are a new staff member. What is the best reply?

   1. I'll check with my supervisor about how we can fix this.
   2. Yes, of course, here is a free coffee.
   3. We never give replacements.

5. You did not hear whether a drink needs oat milk or regular milk. What should you do?

   1. Ask the barista to repeat the milk choice
   2. Wait and see if the customer complains
   3. Guess regular milk

6. What does "Do you need a hand?" mean?

   1. Do you want me to help you?
   2. Do you want to shake hands?
   3. Do you want to wash your hands?

Part 3: Put the conversation in order

The lines are mixed up. Write 1 to 8 in the boxes to show the order.

• New staff member: Thanks. Could you show me where the cleaning supplies are kept?
• Supervisor: No worries, early is great. Let's start with the kitchen. Do you have any questions so far?
• Supervisor: There's a staff area out the back. I'll show you.
• New staff member: Yes, I'm here for my first shift. Sorry, I'm a bit early.
• Supervisor: Sure. They're in that cupboard. Please ask before you use anything you don't know.
• New staff member: Yes, where should I put my bag and phone?
• New staff member: Okay, I will. What should I do if the café gets really busy?
• Supervisor: Morning! You must be the new team member.

Part 4: Role-play

Work with a partner. Use the phrases from Part 1. Then swap roles.

• Take a three-drink order with a change halfway through, then read it back.
• A customer is unhappy. Listen, apologise and offer a fix.

One new phrase I used:

Part 5: My progress

Tick what you can do now.

• I can take an order, check it and call out a name.
• I can handle a complaint politely and offer a solution.
• I can use clear, friendly English during a busy shift.