module 6.1 week 1 English

• Module 6.1
• MBO
• Studiejaar 1

Module 6.1 Disembarking

Welcome to your destination

WEEK 1

• this module takes 7 or 8 weeks, 2 hours each week

• this module takes 7 or 8 weeks, 2 hours each week
• the module contains 1 hour self study  a week

• this module takes 7 or 8 weeks, 2 hours each week
• the module contains 1 hour self study  a week
• preparation for this class are the Xerte-modules you make at home  (in Cum Laude)

• this module takes 7 or 8 weeks, 2 hours each week
• the module contains 1 hour self study  a week
• preparation for this class are the Xerte-modules you make at home  (in Cum Laude)
• Trip Around The World is NOT part of this module. Module 1.2 covers that already.

• this module takes 7 or 8 weeks, 2 hours each week
• the module contains 1 hour self study  a week
• preparation for this class are the Xerte-modules you make at home  (in Cum Laude)
• Trip Around The World is NOT part of this module. Module 1.2 covers that already.
• you'll work on the assignments independently or in groups 

• this module takes 7 or 8 weeks, 2 hours each week
• the module contains 1 hour self study  a week
• preparation for this class are the Xerte-modules you make at home  (in Cum Laude)
• Trip Around The World is NOT part of this module. Module 1.2 covers that already.
• you'll work on the assignments independently or in groups 
• the module will be finalised with a knowledge test. 

assignments:

• Make a good summary of the theory ! This makes studying for your knowledge test at the end of period 4 much easier.

assignments:

• Make a good summary of the theory ! This makes studying for your knowledge test at the end of period 4 much easier.
• Assignments will be discussed or presented in class.

assignments:

• Make a good summary of the theory ! This makes studying for your knowledge test at the end of period 4 much easier.
• Assignments will be discussed or presented in class.
• By making the assignments you also study for the knowledge test. 

Class material:

Class material:

•  modulereader 6.1

Class material:

•  modulereader 6.1
• Xerte-modules (in Cum Laude) to prepare for class  (=homework)

In this module we will work on: punctuality, confidence, customer service and hospitality.

Dates for the knowledge test:

28 June (1LV2, 1LV3 and 1LV4)

29 June (1LV1)

30 June (1LV5)

THEME 1: PGSA and Customer Service

What will you have learnt at the end of this class?

THEME 1: PGSA and Customer Service

What will you have learnt at the end of this class?

• you will be able to explain what customer service is;

THEME 1: PGSA and Customer Service

What will you have learnt at the end of this class?

• you will be able to explain what customer service is;
• why it is so important to understand what good customer service is all about;

THEME 1: PGSA and Customer Service

What will you have learnt at the end of this class?

• you will be able to explain what customer service is;
• why it is so important to understand what good customer service is all about;
• you will be able to explain what customer service and a PGSA have in common.

when did you have the feeling you have been treated well in a restaurant, shop, at an airport, on the phone (when you call your insurance company), etc. etc. ?

what specific communication skills could you use when you need to show empathy?

You will be watching a video about the route for transfer/arriving passengers  at Schiphol Airport.

You will be given a list with several words that either apply to transfer passengers or to arriving passengers (or both!)

Make groups of 2 or 3: you will be making 2 mindmaps:

1 for arriving passengers at Amsterdam Schiphol Airport

1 for transfer passengers 

Write all listed words in the right mindmap (some words apply to both lists!). We will discuss your lists after the assignment.

name as many different tasks you can for a PGSA at the airport:

what skills
must a
PGSA have?

Homework for next week:

Xerte-module 

You'll find these in Cum Laude:

module 6.1 disembarking

week 1