Formal English

• Engels
• MBO
• Studiejaar 1

Welcome to English :) 

Today we will:

-Talk about politeness/Formal english 

-Practice check-in conversation

-Practice Handling a complaint

Write 2 things you did this weekend

Politeness

-What is politeness? 

-Should you be polite? 

-Is it okay to be polite/impolite?

(Im)politeness 

(Im)politeness

Think about and write down: 

-Two things that are polite

-Two things that are impolite

Cultural Differences in Politeness

Think about and write down: 

-What is polite in a different culture but impolite in The Netherlands.

-or-

-What is polite in The Netherlands but impolite in a different culture. 

Your own experiences 

Think about and write down: 

What is the best or worst conversation you have had with someone who works in customer service? (hotel, camping, help desk, front desk)

Politeness

u/jij in Dutch does not exist in English

Never shorten anything. “Going to” NOT “Gonna”

  

What type of English will you have to use at the front desk?

1. Formal
2. Informal

What are examples of non-verbal communication that are helpful at the front desk?

Hospitality Smile 

What is the correct formal greeting in English?

1. Hello
2. What's up?
3. Good morning, Sir/madam
4. hi

Which is formal?

1. May I have your name?
2. What is your name?

Which is formal?

1. Would you like a cup of coffee?
2. Do you want coffee?

Which is formal?

1. Can you spell that?
2. Could you spell that for me, please?

Which is formal?

1. May I have your passport please?
2. Can I please have your passport?

Does anyone remember the steps to solving a complaint?

-Listen

-Apologize

-Solve

-Thank

Please solve this complaint:
"There are no towels in my room!"

Are there any questions about formal English?

Please get into pairs

Practice the check-in conversation using the SOP