English lesson - Task 15/16 Problem solving/last orders

• Engels
• MBO
• Studiejaar 1

Plan for today

Finish up Task 15

- Listening and conversation exercise

Start Task 16

- listening exercises and class discussion

After the holiday (Half book/half group work)

Do you have your book today?

Yes

No

What book?

Exercise 5 (p. 65)

Listen to the conversation and answer question 1 and 2.

Exercise 6 (p. 65-66)

Role play time.

Customer

Waiter

Task 16

Last orders p. 68

If you don't have what a customer wants, what are good ways to handle this?

What should you do
when a customer is
being unreasonable?

Exercise 1

Listen to the conversation and answer the 5 questions.

Exercise 2

Listen to the conversation and answer the 2 questions.

How do you handle unsatisfied or 'difficult' customers?

What tips and tricks
do you have for dealing with
these kinds of customers?