U3 | L2 Interactive Resource
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Level C1
Expressing and answering to sympathy
In the hospitality industry, demonstrating empathy and cultural sensitivity is just as important as providing excellent service. Visitors from different cultural backgrounds may experience discomfort, frustration, or unexpected challenges during their travels. In such moments, the way hospitality professionals express and answer to sympathy can significantly impact the guest’s perception of their experience.
At the coffee farm in Colombia, where international visitors arrive with diverse expectations, the staff has been trained to recognize and address concerns in a way that makes guests feel valued and supported. Using advanced passive structures, formal expressions, and culturally appropriate language ensures that answers to guest concerns are both professional and reassuring.
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Expressing Sympathy in a Professional Context
When a visitor faces an inconvenience, a staff member must acknowledge their feelings while keeping professionalism. The mission is to show understanding, concern, and readiness to assist, while being culturally sensitive.
By using passive voice, the focus is shifted away from blaming any specific individual, making the response more neutral and professional.
Answering to a Visitor’s Concerns Diplomatically
Tourists may express dissatisfaction for several reasons—delays, cultural misunderstandings, or service expectations. It is crucial for hospitality staff to respond in a calm, diplomatic, and reassuring way.
Steps to Answer Diplomatically
- Acknowledge the visitor’s feelings
- “I understand that this is not what you expected.”
- “It sounds like this has been an inconvenience for you.”
- Express regret in a professional tone
- “It is unfortunate that this issue has arisen.”
- “We sincerely regret any inconvenience this may have caused.”
- Offer reassurance and a solution
- “Please allow us to assist you in finding an alternative.”
- “We will do everything we can to improve your experience.”
- Follow up to ensure satisfaction
- “Would you like us to make further arrangements for you?”
- “We appreciate your patience and would love to ensure you have the best possible visit.”
The Role of Passive Structures for Expressing Sympathy
Using advanced passive structures is especially helpful in professional contexts where it is important to remain neutral and objective.
Here’s how active and passive structures compare when offering apologies or explanations:
- Active: “We made a mistake with your booking.”
- Passive: “A mistake appears to have been made with your booking.”
- Active: “We forgot to inform you about the schedule change.”
- Passive: “It seems that the schedule change was not communicated to you.”
- Active: “We caused this inconvenience.”
- Passive: “It is regrettable that this inconvenience has occurred.”
By shifting the focus from personal responsibility to resolving the issue, passive voice helps to maintain a diplomatic and respectful tone.
Application in a Real Interaction
- Scenario: A Japanese Tourist Arrives Late for a Tour and Feels Disappointed
- Tourist: “I’m very disappointed. I was really looking forward to the full tour, but we arrived too late.”
Staff Member:
- “I completely understand how that must feel. (Acknowledging feelings.)
- “It is unfortunate that the tour had already begun by the time you arrived. (Using passive voice to avoid blame.)”
- “However, we do have a shorter express tour available, which will allow you to experience key highlights. (Offering a solution.)”
- “Would you like me to arrange that for you? (Ensuring the visitor is satisfied.)”
Conclusion
Expressing and answering to sympathy in the hospitality industry requires a balance of empathy, professionalism, and linguistic precision. By using formal expressions, diplomatic answers, and advanced passive structures, hospitality professionals can ensure that visitors feel heard, respected, and well taken care of.
At the coffee farm in Colombia, staff members are trained to handle visitor concerns in a way that fosters positive experiences and cultural sensitivity. These skills are essential in making tourism a welcoming and enjoyable experience for all guests.