3.2 Complaints

• Engels
• MBO
• Studiejaar 2

Welcome

Op Bord:

• Programma
• Wachtwerk

alfacollege-docent.educus.nl

Presentielijst

Previous lesson:

Valentines day

Writing a short message

Questionnaire 

Maak connectie met deze les

Today's programme:

1. Questionnaire

2. Vocab list 45

3. Complaints DOOR Engels

4. .

Dit schrijf je ook op het bord en geef je in de slides ook weer

Aims:

After today's lesson I: 

Hou het bij max. 3

Vraag om voorkennis te activeren

1. Outcomes questionnaire

2. Vocabulary making complaints

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

efre fo egcarh

Today we will collect and replace your printer ____  _ ____

(gratis, kosteloos)

emorcaust  inotcafasits

Surveys show that ____________ ______________ has improved greatly

(klantentevredenheid)

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

We apologise for any __________ caused by the delay

1. insecureties
2. impatience
3. troubles
4. inconvenience

3. Complaints (warming up)

3. Complaints 

Making complaints                                 Offering solutions                                  

Complaints: (pair work)

• Think of  a complaint + request
• Think of a solution

• 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

• 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)

DOOR Engels: In daily life

Task 29 

• Do the exercises > 8.6

4. DOOR Engels Next week

At work:

Vocabulary lists 29, 45

• Instruction:

Who? 

How?

Help?

Time?

Outcome?

Ready? Work on:

Hier kun je ook de differentiatie aangeven

Closure:

Thank you!

Thank you for your hard work

See you next time!