23-24 Nilda Pinto Lesson 2

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Slide 1: Tekstslide

EngelsBeroepsopleiding

In deze les zitten 55 slides, met interactieve quizzen, tekstslides en 8 videos.

Lesduur is: 180 min

Onderdelen in deze les

Slide 1 - Tekstslide

Slide 2 - Tekstslide

Slide 3 - Tekstslide

Slide 4 - Tekstslide

Slide 5 - Tekstslide

Slide 6 - Tekstslide

Slide 7 - Tekstslide

Slide 8 - Video

Slide 9 - Tekstslide

Slide 10 - Tekstslide

Slide 11 - Tekstslide

Slide 12 - Tekstslide

Slide 13 - Tekstslide

Slide 14 - Tekstslide

Slide 15 - Tekstslide

Slide 16 - Video

Slide 17 - Tekstslide

Slide 18 - Video

Slide 19 - Tekstslide

Slide 20 - Video

Dealing with complaints

Slide 21 - Tekstslide

What is a complaint?

Slide 22 - Open vraag

Which of the following sentences are complaints?

'I'm sorry, I can't help you with that.'

'My soup is cold, this is unacceptable!'

'I am going to leave a bad review.'

'I demand a refund'

Slide 23 - Quizvraag

Write down a complaint (don't use vulgar words!)

Slide 24 - Open vraag

Formal vs informal

Slide 25 - Tekstslide

Formal

Informal

Not my problem.

I'm afraid I cannot help you with that.

Just leave.

Go somewhere else.

May I interest you in ... instead?

Thank you for the feedback.

I can offer you ....

Do you want ...?

See you later!

I hope to see you another time.

Sorry!

Sorry for the inconvenience

Slide 26 - Sleepvraag

Make this informal sentence formal: 'What do you want?'

Slide 27 - Open vraag

What standard sentences can you use to deal with a complaint?

Slide 28 - Woordweb

Phrases you could use....

I'm afraid that ....

I can give you a refund

I can offer you... (a reduction/discount/ free ... / a repair / etc.)

One solution is to ....

I will send you ... immediately

I will talk to her about it.

I ensure you this will not happen again

I suggest we ...

I recommend that....

Have you considered... as an alternative?

Slide 29 - Tekstslide

Slide 30 - Tekstslide

Complaints - Roleplays

We are going to do some 'speedtalking':

- there will be matching cards for a receptionist or waiter/waitress and a

guest opposite each other

- do NOT read each other's cards!

- carry out the roleplay

- when everyone has finished, everyone moves one seat to the left and carry

out the next conversation

- be sure to use formal English!

timer

2:00

Slide 31 - Tekstslide

I can deal with complaints in a formal way in English.

😒🙁😐🙂😃

Slide 32 - Poll

Slide 33 - Tekstslide

Slide 34 - Tekstslide

Slide 35 - Video

Slide 36 - Video

What is IQ?

Slide 37 - Open vraag

What is EQ?

Slide 38 - Open vraag

Why is cultural intelligence important?

for an internship abroad

for an internship in The Netherlands

at work

at school

Slide 39 - Quizvraag

Slide 40 - Video

right now, I would rate my CQ at ....

Slide 41 - Poll

Slide 42 - Video

Slide 43 - Tekstslide

Slide 44 - Tekstslide

Slide 45 - Tekstslide

Slide 46 - Tekstslide

Slide 47 - Tekstslide

Slide 48 - Tekstslide

Slide 49 - Tekstslide

Slide 50 - Tekstslide

Slide 51 - Tekstslide

Slide 52 - Tekstslide