        
 


         ,     ,    .

  15   A1A2:    ,  ,  , ,    ,   ,       .

     :    50          .

,                 .

  Baltic Language Centre         .





 

        



BALTIC LANGUAGE CENTRE

BLC STEWARD ENGLISH

Practical English for Steward / Stewardess

Merchant Navy  |  Cruise Ships  |  Yachts

A1A2    15 Lessons



Professional vocabulary  Onboard dialogues  Interview preparation  Self-check

english-blc.ru



BLC STEWARD ENGLISH



LESSON 1  |  Introducing Yourself & Job Interview



Merchant Navy  Cruise Ships  Yachts  |  A1A2



Learning



objectives

/  

 ,     ,           .




Getting Started /  



,       .    Steward / Stewardess   ,    .   :

Interviewer: Good morning. Please introduce yourself and tell me about your work experience.



:  .       .

  A1A2    .   ,    .

    .   ,         .




2. Vocabulary / 





English





Steward / Stewardess

 / 



Crew





Guest





Passenger





Cabin





Mess room

 



Galley





Housekeeping

   



Laundry

, 



Bed linen

 



Cleaning supplies

    



Serve meals

 



Set the table

 



Clear the table

  



Follow instructions

 



Work experience

 



Duties





Safety rules

 



Hygiene





Work in a team

  




3. Useful Phrases /  





English





I am applying for the position of steward.

    .



I have experience in housekeeping.

    .



I can serve meals.

   .



I can change bed linen.

    .



I keep cabins clean and tidy.

      .



I follow safety rules.

   .



I am ready to learn.

  .



I can work in an international team.

     .



Could you repeat the question, please?

 , .



Could you speak more slowly, please?

  , .




4. Grammar in Use /  



       .

I am + adjective / job

I am responsible. -  .

I am hardworking. -  .

I am a steward. -  .

I can + verb

I can clean cabins.

I can serve meals.

I can work with guests.

 can    to.

I have + noun

I have experience in cleaning.

I have good communication skills.

I have basic English skills.

  I am have experience. : I have experience.




5. Job Interview /   





A. Merchant Navy /  


Interviewer: What are your main duties?

Candidate: I clean cabins and common areas. I serve meals in the crew mess room. I change bed linen and help the cook.

Interviewer: Can you follow hygiene rules?

Candidate: Yes, I can. I wash my hands, use clean equipment and follow instructions.

Dialogue Vocabulary /     



English





main duties

 



common areas

  



crew mess room

 



change bed linen

  



follow hygiene rules

  



follow instructions

 



Use the Vocabulary /  




1. I clean cabins and common ____.

2. I ____ meals in the crew mess room.

3. I change bed ____.





B. Cruise Ship /  


Interviewer: Can you work with passengers?

Candidate: Yes. I am polite and friendly. I can serve food and drinks and help passengers.

Interviewer: What do you do if a passenger has a problem?

Candidate: I listen carefully, apologize and inform my supervisor if necessary.

Dialogue Vocabulary /     



English





work with passengers

  



polite and friendly

  



serve food and drinks

   



listen carefully

 



apologize





inform my supervisor

 



if necessary

 



Use the Vocabulary /  




1. I am polite and ____.

2. I listen ____ to passengers.

3. I inform my ____ if necessary.





C. Yacht / 


Interviewer: Why do you want to work on a yacht?

Candidate: I enjoy hospitality work. I like keeping cabins clean and preparing tables for guests.

Interviewer: What is important when working with yacht guests?

Candidate: Good service, attention to detail, privacy and polite communication.

Dialogue Vocabulary /     



English





hospitality work

   



keep cabins clean

   



prepare tables for guests

   



attention to detail

  



privacy

,   



polite communication

 



Use the Vocabulary /  




1. I enjoy ____ work.

2. I prepare tables for ____.



3. ____ is important when working with yacht guests.




6. Orders & Instructions /  





Instruction





Report to the Chief Steward.

   .



Put on your uniform.

 .



Follow me, please.

  .



Wait here for a moment.

  .



Check your work schedule.

  .



Be in the crew mess at seven.

     .



Help the cook in the galley.

   .



Clean the tables after breakfast.

   .



Bring clean towels to cabin 12.

     12.



Tell me when you finish.

 ,  .




7. Understanding Instructions /  



1. Bring clean towels to cabin 12 before lunch.



  ?



a)      b)     12    c)    

2. Clean the tables after breakfast and report to the Chief Steward.



    ?



a)     b)     c)  

3. Do not use this cleaning product without gloves.



  ?



a)     b)      c)     



8. 

How



to



Respond

/    





English



 

Yes, understood.



  

I'll do it now.



 

What time should I start?



  

Could you repeat that, please?



 

Which cabin, please?



 

The task is complete.



 

There is a problem with the equipment.



9. 

Interview



Practice

/    

Q: Tell me about yourself.



Model answer: My name is Anna. I am from Russia. I am responsible and hardworking. I want to work as a stewardess.

Q: Why do you want to work as a steward?



Model answer: I like cleaning, helping people and working in a team. I want to improve my skills.

Q: Do you have work experience?



Model answer: I have experience in housekeeping and food service.

Q: What are your main duties?



Model answer: I clean cabins, change bed linen, serve meals and keep common areas tidy.

Q: Can you work with an international crew?



Model answer: Yes, I can. I respect other people and follow instructions.

Q: What do you do if you do not understand an instruction?



Model answer: I ask the person to repeat or explain the instruction.

  : I do not have experience on ships yet, but I am ready to learn.




10. Self-Check /  

1. I ___ experience in cleaning.





a) am   b) have   c) can




2. I can ___ meals.





a) serves   b) serving   c) serve




3. I work ___ an international team.





a) in   b) on   c) at



4. I ___ safety rules.



a) follow   b) follows   

c) following




5. Could you ___ the question, please?





a) repeating   b) repeat   c) repeats




11. Speaking Assignment /  



Prepare a 4060 second answer: Introduce yourself, explain why you want to work as a steward/stewardess, and describe three duties you can perform.

:    ?  ?   ?   ?   .

Answer Key /   

Understanding Instructions: 1 - b; 2 - a; 3 - c.



Self-Check: 1 - b (have); 2 - c (serve); 3 - a (in); 4 - a (follow); 5 - b (repeat).



BLC STEWARD ENGLISH




LESSON 2 | Joining the Vessel & Meeting the Crew





Merchant Navy  Cruise Ships  Yachts | A1A2




Learning Objectives /  



        ,  ,     ,     ,  - .     ;     .




1. Getting Started /   



         ,    ,    ,     .          .

Supervisor: Welcome on board. Are you the new steward?

Steward: Yes, I am. My name is Alex. I am joining today.

Supervisor: Please report to the Chief Steward after your induction.

Steward: Understood. Where can I find the Chief Steward?

:    .   ?  ,   ,   .        .  .     ?




2. Vocabulary / 





English





Join a vessel

    



Gangway

,     



Crew list

 



ID / Seafarers documents

 /  



Supervisor

 



Chief Steward

  (  )



Chief Cook

  / ,  



Crew mess

 



Galley





Cabin





Laundry room





Storage room





Work schedule / Roster

 



Shift





Induction / Familiarization

  / 



Muster station

   



Emergency alarm

  



Lifejacket

 



Report to

  / 



Sign here

 



Show me

 



On time






3. Useful Phrases /  





English





I am the new steward.

  .



I am joining the vessel today.

    .



Where is the crew mess?

  ?



Who is my supervisor?

  ?



What time does my shift start?

    ?



Where can I find the work schedule?

   ?



I have completed the induction.

   .



Could you show me the way?

     ?



Could you repeat that, please?

    ?



I understand. Thank you.

 (). .




4. Grammar in Use /  



  Where / Who / What time   ,   .

Where is the laundry room?   ?

Who is my supervisor?    ?

What time does my shift start?      ?

 : Check the roster. / Report to the supervisor.  : Do not enter this area.  do not    .

  : Could you show me...? / Could you repeat...?




5. Real-Life Dialogues /    





A. Merchant Navy /  


Chief Cook: Good morning. Please check the crew mess before breakfast.



Steward: Yes. What time is breakfast?



Chief Cook: At seven. Please be there at six thirty.



Steward: Understood. I will be there at six thirty.

:     ;   06:30.

Dialogue Vocabulary A /   



English





check the crew mess

  



before breakfast

 



What time is breakfast?

  ?



at six thirty

  



be ready

 



Chief Cook

 



crew mess

 



please check

, 



Exercise A / : Complete: Please ___ the crew mess before breakfast. (check / checking)




B. Cruise Ship /  


Housekeeping Supervisor: Welcome. Your shift starts at eight. Meet me at the housekeeping office.



Steward: Where is the office, please?



Supervisor: On Deck 4, next to the service lift.



Steward: Thank you. I will be there at eight.

:    08:00;    housekeeping   4.

Dialogue Vocabulary B /   



English





your shift starts

  



at eight

 



meet me

  



housekeeping office

  



Where is the office?

  ?



on Deck 4

  4



Housekeeping Supervisor

  



welcome

 



Exercise B / : Complete: Your ___ starts at eight. (shift / ship)




C. Yacht / 


Chief Stewardess: Welcome aboard. First, let me show you the guest areas.



Steward: Thank you. Should I bring my notebook?



Chief Stewardess: Yes, please. Do not enter guest cabins without permission.



Steward: Understood.

:    ;       .

Dialogue Vocabulary C /   



English





welcome aboard

   



guest areas

 



let me show you

   



Should I bring...?

 ...?



guest cabins

 



without permission

 



Chief Stewardess

 



first





Exercise C / : Complete: Do not enter guest cabins without ___. (permission / breakfast)




6. Orders & Instructions /  





Instruction





Show your documents to the officer.

  .



Sign the crew list here.

    .



Follow me to the crew mess.

     .



Check your work schedule.

  .



Report to the Chief Cook at six thirty.

    06:30.



Put your bag in your cabin.

    .



Attend the safety induction.

    .



Find your muster station.

    .



Bring your notebook to the briefing.

   .



Do not enter this area.

    .



Wait here until I return.

 ,    .



Ask if you do not understand.

,   .




7. Understanding Instructions /  



     .    .

1. Report to the Chief Cook at six thirty.   ?

a)  06:30

b)  07:30

c)  

2. Meet me on Deck 4 next to the service lift.  ?

a)  

b)   4    

c)   4

3. Do not enter guest cabins without permission.  ?

a)   

b)      

c)   

4. Attend the safety induction before you start work.   ?

a)  

b)   

c)    

5. Check the roster and tell me your shift time.   ?

a)   

b)  

c)  




8. How to Respond /    







English



  

Understood. I will do it.



 

What time should I be there?



 

Where should I go?



 

Could you repeat that, please?



 

Could you show me, please?



  

I have finished the task.



  

I cannot find the room. Could you help me?




9. Interview Practice /    



Q: What do you do when you join a new vessel?

Model answer: I report to the responsible officer, show my documents and attend the induction.

Q: Why is safety familiarization important?

Model answer: It helps me understand alarms, emergency procedures and my muster station.

Q: What do you do if you do not know where to go?

Model answer: I ask my supervisor for directions.

Q: Can you follow a work schedule?

Model answer: Yes. I check my schedule and arrive on time.

Q: What do you do if you do not understand an instruction?

Model answer: I ask the supervisor to repeat or explain it.




10. Self-Check /  

1. Where ___ the crew mess?



a) is

b) are

c) do




2. What time ___ your shift start?



a) is

b) does

c) are




3. Please ___ your work schedule.



a) checks

b) check

c) checking




4. Do not ___ this area.



a) enter

b) enters

c) entering




5. Could you ___ me the way?



a) shows

b) showing

c) show




11. Speaking Assignment /  



Role-play (4060 seconds): You are joining a new vessel. Introduce yourself, ask where the crew mess is, confirm your shift time and ask where to attend the safety induction.

:  ?   ?    ?    ? ,  .




Answer Key /   



Understanding Instructions: 1  a; 2  b; 3  b; 4  c; 5  a.

Self-Check: 1  a (is); 2  b (does); 3  b (check); 4  a (enter); 5  c (show).

Dialogue Vocabulary Exercises: A  check; B  shift; C  permission.

Teacher note / : ,          .      ;     .



BLC STEWARD ENGLISH




LESSON 3 | Daily Duties & Work Schedule





Merchant Navy  Cruise Ships  Yachts | A1A2




Learning Objectives /  



    ,      ,  ,          .




1. Getting Started /   



     .   : WHAT ( ), WHERE (), WHEN ()  WHO ( ).     ;     .

Supervisor: Good morning. First, check the crew mess. Then clean the tables and prepare for lunch.

Steward: Understood. What time should I finish?

Supervisor: Before eleven. Please tell me when you are done.

Steward: Yes, I will.

:    .       .     ?   . ,  .




2. Vocabulary / 





English





shift





work schedule / roster

 



daily duties

 



task

, 



supervisor





start / finish work

 /  



on time





before / after

 / 



first / then / finally

 /  / 



crew mess

 



service area

 



common area

 



clean / tidy

 /   



wipe the table

 



sweep / mop the floor

 /   



empty the bin

  



restock supplies

 



check the checklist

  



report a problem

  




3. Useful Phrases /  





English





My shift starts at seven.

    .



I check the work schedule every day.

   .



First, I clean the tables.

   .



Then I prepare the dining area.

    .



I need more cleaning supplies.

     .



What should I do next?

   ?



Where should I start?

   ?



When should I finish?

   ?



I have finished the task.

 () .



I cannot finish on time.

    .




4. Grammar in Use /  





Present Simple   


Present Simple    ,    .     ,        .

I / You / We / They + verb

I start work at 7:00.      7:00.

I clean the crew mess every morning.       .

We serve breakfast at 7:30.      7:30.

He / She + verb + -s / -es

 he / she        -s  -es.

He starts work at 8:00.      8:00.

She cleans guest cabins every day.       .

He washes the dishes after dinner.      .

: Remember: I work ? he works; I wash ? she washes; I do ? he does. : He start work. : He starts work.




Negative Sentences   


I / You / We / They + dont + verb

I dont work at night.     .

We dont serve lunch before 12:00.       12:00.

He / She + doesnt + verb

She doesnt clean the galley.     .

He doesnt work on Sundays.      .

:  doesnt   -s: She doesnt clean (: She doesnt cleans).




Questions     


Do + you / we / they + verb?

Do you work every day?     ?

Do you serve breakfast?    ?

Does + he / she + verb?

Does she clean the cabins?    ?

Does he help the cook?    ?

Short answers: Yes, I do. / No, I dont. Yes, she does. / No, she doesnt.




Sequence Words   


First  ; Then  ; Next  ; After that   ; Finally   .

First, I check my work schedule.      .

Then I prepare the crew mess for breakfast.        .

Next, I serve breakfast.     .

After that, I clean the tables.      .

Finally, I report to my supervisor.      .




Before / After    


Before + event   ; After + event   .   ,   .

Clean the tables before lunch.     .

Check the cabins before the guests arrive.      .

Clean the tables after lunch.     .

Change the linen after the guests leave.      .

: Pay attention: Clean the crew mess before breakfast ( )  Clean the crew mess after breakfast ( )   .




Practice   


Complete the sentences with the correct verb form or missing word.




1. I ______ (start) work at 7:00.

2. She ______ (clean) cabins every morning.

3. He doesnt ______ (work) at night.



4. ______ you serve breakfast?




5. First, I check my schedule. ______, I prepare the tables.

6. We clean the crew mess ______ breakfast. ()

7. Does she ______ (help) the cook?

5. Real-Life Dialogues /   





A. Merchant Navy /  


Chief Cook: Please prepare the crew mess before breakfast.



Steward: What time is breakfast?



Chief Cook: At seven. Finish by six forty-five.



Steward: Understood. I will check the tables and chairs first.

:    06:45;    .

Dialogue Vocabulary A /   



English





prepare the crew mess

  



before breakfast

 



at seven

 



before six forty-five

   



check the tables

 



check the chairs

 



be ready

 



Chief Cook

 



Exercise A / : Complete: Prepare the crew mess ___ breakfast. (before / after)




B. Cruise Ship /  


Housekeeping Supervisor: Your shift starts at eight. First, collect clean linen from the service room.



Steward: Which deck, please?



Supervisor: Deck five. Then report to me.



Steward: Thank you. I understand.

:   08:00;      5;  .

Dialogue Vocabulary B /   



English





your shift starts

  



collect clean linen

  



service room

 



on Deck 5

  5



first





then





report to me

 



Housekeeping Supervisor

  



Exercise B / : Complete: First, ___ clean linen from the service room. (collect / collects)




C. Yacht / 


Chief Stewardess: Please prepare the guest lounge before ten.



Stewardess: Should I clean the tables and arrange the cushions?



Chief Stewardess: Yes. Do not move the guests personal items.



Stewardess: Understood. I will ask if I am not sure.

:     10:00;       .

Dialogue Vocabulary C /   



English





guest lounge

  / 



before ten

 



clean the tables

 



arrange the cushions

 



personal belongings

 



without permission

 



prepare the lounge

 



Chief Stewardess

 



Exercise C / : Complete: Do not touch guests personal belongings without ___. (permission / service)




6. Orders & Instructions /  





Instruction





Check your roster before your shift.

   .



Start with the crew mess.

   .



Wipe the tables and chairs.

   .



Empty the bins after breakfast.

    .



Restock the paper towels.

   .



Collect clean linen from the service room.

     .



Finish this task before lunch.

   .



Check the cleaning checklist.

   .



Do not enter the guest cabin yet.

     .



Report any damage to your supervisor.

    .



Ask before using an unfamiliar product.

 /    .



Tell me when the area is ready.

,    .




7. Understanding Instructions /  



       .

1. Finish cleaning the crew mess before seven.  ?

a)  07:00

b)  07:00

c)  17:00

2. First collect clean linen, then report to me.   ?

a) 

b)   

c)  

3. Do not enter the guest cabin yet.   ?

a)  

b)   

c)    

4. Your shift starts at eight on Deck 5.     ?

a)  05:00   8

b)  08:00   5

c)  08:00  

5. Report any damage before you continue.    ?

a)  

b)   

c)    




8. How to Respond /    







English



()  

First the tables, then the floor. Understood.



 

What time should I finish?



 

Which area should I clean?



 

Which task should I do first?



  

The area is ready.



 

I need more time, please.



 

There is a problem with the equipment.



 

Could you show me how to use this product safely?




9. Interview Practice /    



Q: What are your daily duties?

Model answer: I clean cabins and common areas, prepare tables and follow the work schedule.

Q: How do you plan your work?

Model answer: I check the roster and do important tasks first.

Q: What do you do if you cannot finish on time?

Model answer: I tell my supervisor and ask what to do next.

Q: What do you do if you find damaged equipment?

Model answer: I stop using it and report the problem.

Q: Can you follow a checklist?

Model answer: Yes. I check each task and report when the work is complete.




10. Self-Check /  

1. My shift ___ at seven.



a) start

b) starts

c) starting




2. First, ___ the tables.



a) wipe

b) wipes

c) wiping




3. I finish work ___ lunch. ()



a) before

b) after

c) at




4. What should I do ___?



a) next

b) yesterday

c) never




5. I ___ finished the task.



a) has

b) have

c) am




11. Speaking Assignment /  



Role-play (4060 seconds): Your supervisor gives you three tasks for the morning. Repeat the order of tasks, ask about the deadline and report one problem politely.

:   ?    ?   ?    ?    .




Answer Key /   



Understanding Instructions: 1  a; 2  b; 3  b; 4  b; 5  c.

Self-Check: 1  b (starts); 2  a (wipe); 3  b (after); 4  a (next); 5  b (have).

Grammar Practice: 1  start; 2  cleans; 3  work; 4  Do; 5  Then; 6  after; 7  help.

Dialogue Vocabulary Exercises: A  before; B  collect; C  permission.

Teacher note / : ,          .     .       .



BLC STEWARD ENGLISH




LESSON 4 | Cleaning Cabins & Housekeeping





Merchant Navy  Cruise Ships  Yachts | A1A2




Learning Objectives /  



   ,    housekeeping,     ,      .        .




1. Getting Started /  



You are a steward/stewardess. Your supervisor asks you to prepare a cabin before the next guest arrives. What do you check first? /       .    ?

         .    ,      .




2. Core Vocabulary /  





English





housekeeping

   



guest cabin / crew cabin

  /  



make the bed

 



change the sheets

 



pillowcase / duvet cover

 / 



fresh towels

 



wipe the surfaces

 



dust the furniture

   



vacuum the carpet

 



mop the floor

  



clean the bathroom

  



disinfect / disinfectant

 /  



cleaning trolley

  



gloves / protective equipment

 /  



waste bin / rubbish

  / 



refill toiletries

  



report a defect

  



out of service

  /   



do not disturb

 



supervisor






3. Useful Phrases /  





English





May I clean your cabin now?

    ?



I will come back later.

  .



The cabin is ready.

 .



I have changed the bed linen.

 ()  .



We need more clean towels.

    .



The bathroom tap is leaking.

   .



I will inform my supervisor.

  .



Which cleaning product should I use?

     ?



Could you show me the procedure?

      ?




4. Grammar in Use /  

Imperatives    



          to.  please       .

Verb + object

Change the towels.   .

Wipe the table, please.   , .

Check the bathroom.    .

Do not / Dont + verb

Do not enter the cabin.     .

Dont mix cleaning products.     .

Do not use damaged equipment.     .

:  do not / dont     -s: Dont use ( Dont uses).




Can / Could    



Can I?   . Could you?   .

Can I enter the cabin?     ?

Could you repeat the cabin number, please?    , .

Could you show me where the supplies are?  ,   ?




Present Simple vs Present Continuous    



Present Simple   . Present Continuous (am/is/are + verb-ing)  ,  .

I clean cabins every morning.      .

I am cleaning cabin 12 now.      12.

She changes towels daily.     .

She is changing the towels now.     .

:   I cleaning now. : I am cleaning now.




Grammar Practice / 



Choose the correct answer: 1) Please ___ the bed. (make / makes)  2) She ___ cabins every day. (clean / cleans)  3) I ___ cleaning the bathroom now. (am / is)  4) ___ I enter the cabin? (Can / Does)  5) Dont ___ chemicals. (mix / mixes)




5. Real-Life Dialogues /    





A. Merchant Navy /  


Chief Steward: Please clean the crew cabins on deck B before lunch.



Steward: Understood. Should I change the bed linen?



Chief Steward: Yes, in cabins 12 and 14. Check the bathrooms too.



Steward: Ill do that. Ill report when the work is complete.

Dialogue Vocabulary



crew cabins

 



on deck B

  B



before lunch

 



Should I?

 ?



check the bathrooms

  



when the work is complete

   



Use the Vocabulary: 1) Clean the cabins ___ lunch. 2) ___ I change the linen? 3) I will report when the work is ___.




B. Cruise Ship /  


Stewardess: Good morning. May I service your cabin now?



Passenger: Could you come back in twenty minutes?



Stewardess: Of course. Would you like fresh towels?



Passenger: Yes, please. And the bathroom light is not working.



Stewardess: Thank you for telling me. Ill inform maintenance.

Dialogue Vocabulary



service your cabin

 /   



come back





in twenty minutes

  



fresh towels

 



is not working

 



inform maintenance

  



Use the Vocabulary: 1) Could you ___ back later? 2) The light is not ___. 3) I will inform ___.




C. Yacht / 


Chief Stewardess: Please prepare the guest cabin before arrival.



Stewardess: Certainly. Shall I replace the flowers as well?



Chief Stewardess: Yes, and check the toiletries and fresh towels.



Stewardess: Understood. Ill make sure everything is ready.



Chief Stewardess: Please respect the guests privacy at all times.

Dialogue Vocabulary



prepare the guest cabin

  



before arrival

 



Shall I?

 ?



replace the flowers

 



toiletries

 



respect privacy

   / 



Use the Vocabulary: 1) Prepare the cabin before ___. 2) Check the towels and ___. 3) Respect the guests ___.




6. Orders & Instructions /  





Instruction





Prepare cabin 12 for arrival.

  12  .



Knock before entering.

  .



Do not enter if the guest refuses service.

 ,     .



Change the sheets and pillowcases.

   .



Replace the used towels.

  .



Empty the waste bin.

  .



Wipe the desk and bedside table.

    .



Clean and check the bathroom.

    .



Refill the toiletries.

  .



Use the approved cleaning product.

  .



Wear the required gloves.

  .



Never mix cleaning chemicals.

    .



Report any damage immediately.

   .



Tell me when the cabin is ready.

,    .




7. Understanding Instructions /  



Read each instruction and choose the correct answer. /      .

1. Prepare cabin 18 before 14:00.     ? a)  14:00  b)  14:00  c) 

2. Replace the towels, but do not change the sheets.  ? a)    b)    c)    

3. The guest asked you to return in thirty minutes.  ? a)    b)   30   c)  

4. Do not use this product without gloves.  ? a)     b)    c)  

5. Report the broken light to maintenance.  ? a)    b)     c) 




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