Engels jaar 1 P2 L4

• Engels
• MBO
• Studiejaar 1

English Period 2 - week 4

Today

• Dealing with complaints: how?
• Communication: verbal
• Listening & speaking
• Inleveropdracht P2 - week 4 (Teams)

At the end of this lesson...

... you will know how to respond to complaints in different ways.

... you will practise speaking in English by doing a role-play.

What word comes to mind when you hear the word ‘complaint’?

Complaint = klacht

Verbal: Through the phone or face-to-face

Non-verbal: Through a letter/e-mail/text/review

negative

misunderstanding

frustration

disappointed

empathy

apology

solution

anger

error

distrust

Complaints

Today we will focus on handling complaints in English, which is an important skill when you work with customers at events.

Describe a complaint that you have once made about something (verbal or non-verbal)

Watch the short clip

While watching the video pay attention to these questions:

1. What should you focus on when handling a complaint?

2. Why is it important to remain professional? (even when the costumer is angry)

https://www.youtube.com/watch?v=WphIXqTp_es 

What should you focus on when handling a complaint?

Why is it important to remain professional? (even when the costumer is angry)

What to use:

I'm sorry to hear that

Could you please explain the issue?

Let me see what I can do for you

I will pass this on to my manager

I understand your frustration

Thank you for your patience

I apologize for the misunderstanding

I am doing my  best to resolve this

Practise with complaints

• Let's spin the wheel!
• Make duos
• Each duo will get a situation
• Do the role-play together (+ switch roles)
• Write the script down (Person A says:... & Person B says...)

https://spinthewheel.io/wheels/cQ2mQuiVVhFtPAzsF571cz0xJmU9MQ== 

Which phrases do you think are the most useful?

After this lesson I know how to deal with verbal complaints (give an example!)

1. Yes
2. No