ROC Neuner A

• Juridisch dienstverlener
• MBO
• Studiejaar 2

Exercise 4:

Exercise 3

Welcome to our lesson up

In this lesson up you will get exercises which you can do on your own. If you need any help you can always ask us for help!

Warming up

Before you start with the exercise let's play a fun game. Try to give the right answer to these riddles without searching it on the internet

Riddle 1: What did the summer say to the spring?

Riddle 2: Why is the letter A like a flower?

• Noem enkele voorbeelden als: het weghalen van de trappen of een kudde schapen loslaten in de school.

Answer

Riddle 1: Help I'm going to fall

Riddle 2: A bee (b) comes after it!

The text

Before you start with listening to the phone call, first read the text and get familiar with the dialogue. You can find the text in your booklet.

The questions for the audio

Carefully read the questions before listening to the audio

• What is the citizen applying for

• What is needed to hand in for the application of the citizens driver’s license

• What was the citizen not aware of?

• When can the citizen pick up her driver’s license?

• It is Friday morning and it takes 5 business days for the driving license to be made, when should it be ready?

Question 1:
• What is the citizen applying for

Question 2:
What is needed to hand in for the application of the citizens driver’s license

Question 3:
What was the citizen not aware of?

Question 4:
When can the citizen pick up her driver’s license?

Question 5:
It is Friday morning and it takes 5 business days for the driving license to be made, when should it be ready?

What are your thoughts about the listening exercise?

😒🙁😐🙂😃

Exercise 2

On the next slide you will be watching a video about bad costumer service. See next slide. Watch the video carefully since there will be a question about it.

What is your first impression about this video
https://www.youtube.com/shorts/NGHDQPGqzOw

Video 2

On the next slide there will be a video about behaviour you should pick up on. See next slide.

How do you help a customer with a problem?

Mix and match

On the next slide there will be a mix and match exercise. Match each sentence to its corresponding counterpart.
Keep an eye out for the words in bold these are essential for being polite!

Example:  A. We would love... belongs to 6. ...help you in the future!

Good morning 

The application for a permit 

your legal documents? 

It has been postponed for 8 weeks 

For the inconvenience  

Please contact us 

You have to apply online 

how can I help you? 

costs 129,95 euros 

Could you please hand me  

Unfortunately, your request has not gone through 

I apologise  

With further concerns and questions 

To complete the application 

Check-in:
How polite are you feeling at the moment?

😒🙁😐🙂😃

Did you enjoy the lesson?

Yes!

A little

No

Are there any tips you would like to give?

Are there any tops you would like to give?