Complaints

• Engels
• MBO
• Studiejaar 2

Welcome

Good to see you!

How was your week?

Programme:

• Listening exercise about complaints
• Speaking activity 'complaints/ requests/ solutions' 
• with useful phrases

Aims:

After today's lesson you can:

• make a complaint with the following request
• come up with a solution to a complaint

Listening to complaints:

• Go to LessonUp
• Log in with the code
• Listen to the video and answer the questions

00:44

Why is the guest unhappy?

1. There is no bath
2. The bath is too small
3. The bath is dirty
4. The bedsheets are dirty

01:36

What is the manager's solution to the guest's complaint about the view?

01:52

Why does the guest want a reduction?

1. The room is too cold
2. The bath is too small
3. The radio doesn't work
4. All of the reasons previously mentioned

02:10

What is the problem with the radio?

1. The radio doesn't work
2. There is no problem with the radio
3. The reception is bad
4. The noice of the radio is too loud

02:28

What's the solution to the guest's hearing problem?

Speaking activity

Dealing with complaints

Complaints:

• 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?

Complaints:

Solutions:

• 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)

Aims:

After today's lesson you can:

• make a complaint with the following request
• come up with a solution to a complaint

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Make a complaint and request

Give yourself a grade about your participation today

010

Thanks a bunch!

You've worked very hard!