3.2 Complaints

Welcome
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Slide 1: Slide
EngelsMBOStudiejaar 2

This lesson contains 23 slides, with interactive quizzes and text slides.

time-iconLesson duration is: 60 min

Items in this lesson

Welcome

Slide 1 - Slide

Op Bord:
  • Programma
  • Wachtwerk

Slide 2 - Link

Presentielijst
Previous lesson:
Valentines day
Writing a short message
Questionnaire 

Slide 3 - Slide

Maak connectie met deze les
Today's programme:
1. Questionnaire
2. Vocab list 45
3. Complaints DOOR Engels
4. .

Slide 4 - Slide

Dit schrijf je ook op het bord en geef je in de slides ook weer
Aims:
After today's lesson I: 

Slide 5 - Slide

Hou het bij max. 3

timer
1:00

Slide 6 - Open question

Vraag om voorkennis te activeren
1. Outcomes questionnaire

Slide 7 - Slide

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2. Vocabulary making complaints

Slide 8 - Slide

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Sentence: 'misunderstanding'
(excuse, what went wrong, etc)

Slide 9 - Open question

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efre fo egcarh
Today we will collect and replace your printer ____  _ ____
(gratis, kosteloos)

Slide 10 - Slide

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emorcaust  inotcafasits
Surveys show that ____________ ______________ has improved greatly
(klantentevredenheid)

Slide 11 - Slide

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Sentence: 'package'
(not delivered, picking up, giving, etc)

Slide 12 - Open question

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We apologise for any __________ caused by the delay
A
insecureties
B
impatience
C
troubles
D
inconvenience

Slide 13 - Quiz

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3. Complaints (warming up)

Slide 14 - Slide

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3. Complaints 
Making complaints                                 Offering solutions                                  

Slide 15 - Slide

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Complaints: (pair work)
  • Think of  a complaint + request
  • Think of a solution
timer
1:00

Slide 16 - Slide

  • Student 1. Imagine you have this complaint
  • Student 2. Imagine you are the employee in the bookstore
  • How would this play out?
Lets hear it!
  • Roleplay
  • Complaint + request
  • Solution

Slide 17 - Slide

  • Student 1. Imagine you have this complaint
  • Student 2. Imagine you are the employee in the bookstore
  • How would this play out?
Speaking about complaints
Handout > work in pairs:
  • Choose a picture 
  • Student 1 files the complaint and makes a request
  • Student 2  reacts and offers a solution
  • (Done? Or too easy? Makeup complaints and solutions regarding your work field)
timer
10:00

Slide 18 - Slide

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DOOR Engels: In daily life
Task 29 

  • Do the exercises > 8.6


Slide 19 - Slide

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4. DOOR Engels Next week
At work:
Vocabulary lists 29, 45

Slide 20 - Slide

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  • Instruction:

Who? 
How?
Help?
Time?
Outcome?
Ready? Work on:

Slide 21 - Slide

Hier kun je ook de differentiatie aangeven
Closure:

Slide 22 - Slide

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Thank you!
Thank you for your hard work
See you next time!

Slide 23 - Slide

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