Mini reading: tourist assistance

Reading text

Scenario: A tourist asks for help

A tourist approached Officer Bianchi at the entrance of the Colosseum. The man looked confused and worried.

Tourist: "Excuse me, do you speak English? I need help."

Officer Bianchi: "Yes, of course. How can I help you?"

Tourist: "I think someone stole my wallet. I had it in my back pocket and now it's gone."

Officer Bianchi: "I'm sorry to hear that. Can you tell me when and where you noticed it was missing?"

Tourist: "About 10 minutes ago, on Via dei Fori Imperiali. There was a big crowd."

Officer Bianchi: "Do you remember anything suspicious? Anyone bumping into you or pushing you?"

Tourist: "Yes, actually a young man with a hat bumped into me near the metro station."

Officer Bianchi: "I see. Pickpockets often work in groups in tourist areas. Now we need to file a report. Could you give me your full name, your nationality, and your hotel address?"

Tourist: "My name is John Smith. I'm American. I'm staying at the Hotel Roma on Via Nazionale."

Officer Bianchi: "Did you have any documents in the wallet?"

Tourist: "Yes, my American driver's licence, two credit cards, and about 200 euros in cash."

Officer Bianchi: "OK. We need to go to the police station to file a formal report. Then you should call your bank to block your credit cards. The American Embassy can help you with a temporary passport if needed."

Tourist: "Thank you very much. I really appreciate your help."

Officer Bianchi: "You're welcome. Please follow me."

Vocabolario chiave

Termini di assistenza

• approached = si è avvicinato;
• stolen = rubato;
• wallet = portafoglio;
• pickpockets = borseggiatori;
• bumped into me = mi ha urtato;
• suspicious = sospetto;
• file a report = sporgere denuncia;
• block credit cards = bloccare le carte;
• temporary passport = passaporto temporaneo;
• American Embassy = ambasciata americana.

Frasi tipiche di assistenza

• "How can I help you?" (Come posso aiutarla?);
• "I'm sorry to hear that." (Mi dispiace sentirlo.);
• "Can you tell me...?" (Mi può dire...?);
• "We need to go to the police station." (Dobbiamo andare al commissariato.);
• "You're welcome." (Prego.).

Domande di comprensione

Question 1

Where did the theft happen?

a) Inside the Colosseum. b) On Via dei Fori Imperiali, near the metro station. ✓ c) At the Hotel Roma. d) On Via Nazionale.

Spiegazione: Il testo dice "About 10 minutes ago, on Via dei Fori Imperiali" e "a young man with a hat bumped into me near the metro station". La risposta corretta è b).

Question 2

What was in the wallet?

a) Only credit cards. b) Only cash. c) An American driver's licence, two credit cards, and 200 euros in cash. ✓ d) A passport and credit cards.

Spiegazione: Il testo dice "my American driver's licence, two credit cards, and about 200 euros in cash". La risposta corretta è c).

Question 3

What does the officer suggest the tourist should do next?

a) Just go back to the hotel. b) Go to the police station to file a report and call the bank to block the credit cards. ✓ c) Wait at the Colosseum. d) Report the theft directly to the American Embassy.

Spiegazione: Il testo dice "We need to go to the police station to file a formal report. Then you should call your bank to block your credit cards". La risposta corretta è b).

Question 4 (extra)

Where is the tourist staying?

a) Hotel Roma on Via Nazionale. ✓ b) Hotel Italia on Via del Corso. c) Near the Colosseum. d) The American Embassy.

Spiegazione: Il testo dice "I'm staying at the Hotel Roma on Via Nazionale". La risposta corretta è a).

Question 5 (extra) - Inference

How does the officer probably feel toward the tourist?

a) Angry. b) Indifferent. c) Helpful and professional. ✓ d) Suspicious.

Spiegazione: Il testo mostra che l'agente si offre di aiutare ("How can I help you?"), si scusa ("I'm sorry to hear that") e fornisce informazioni utili. Dimostra empatia e professionalità. La risposta corretta è c).

Vocabolario per i furti

Tipologie di reati

• Pickpocketing = borseggio;
• Theft = furto;
• Robbery = rapina (con violenza);
• Burglary = furto in casa;
• Mugging = scippo;
• Snatching = scippo veloce.

Oggetti rubati

• Wallet (portafoglio);
• Purse / handbag (borsa);
• Money / cash (contanti);
• Phone / smartphone (telefono);
• Camera (macchina fotografica);
• Documents (documenti);
• Passport (passaporto).

Procedura

• File a report (sporgere denuncia);
• Statement (dichiarazione);
• Description (descrizione);
• Witness (testimone);
• CCTV / surveillance camera (telecamera).

Frasi tipiche

Aiutare turisti

• How can I help you? (Come posso aiutarla?)
• What seems to be the problem? (Qual è il problema?)
• Don't worry, we'll help you. (Non si preoccupi, l'aiuteremo.)
• Please follow me. (Mi segua, per favore.)
• You're welcome. (Prego.)

Furti/scippi

• What was stolen? (Cosa è stato rubato?)
• When did it happen? (Quando è successo?)
• Where did it happen? (Dove è successo?)
• Did you see the thief? (Hai visto il ladro?)
• Can you describe him/her? (Puoi descriverlo/a?)

Indicazioni utili

• Block your credit cards immediately. (Blocca subito le carte di credito.)
• Contact your embassy. (Contatta l'ambasciata.)
• Keep this report for insurance. (Conserva questa denuncia per l'assicurazione.)
• The case number is... (Il numero del caso è...)

Per il concorso

Domanda tipica

"Read the text about tourist assistance and answer the questions."

Metodo

1. Leggere le domande;
2. Identificare parole chiave (Where, What, Who, When);
3. Cercare nel testo;
4. Scegliere la risposta più aderente.

Possibili scenari nei testi

• Furto/scippo (come questo);
• Smarrimento documenti;
• Indicazioni stradali;
• Sinistro stradale;
• Aiuto medico;
• Conflitti tra cittadini.

Per la PL

• Empatia + professionalità;
• Soluzioni concrete;
• Procedura corretta;
• Comunicazione chiara.