Speaking - Dealing with complaints

Dealing with complaints
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Slide 1: Slide
EngelsBeroepsopleiding

This lesson contains 19 slides, with interactive quizzes, text slides and 1 video.

time-iconLesson duration is: 60 min

Items in this lesson

Dealing with complaints

Slide 1 - Slide

After this lesson, you....
  • Can see the difference between formal and informal language;
  • Can deal with complaints in a formal way in English.

Slide 2 - Slide

What is a complaint?

Slide 3 - Open question

Which of the following sentences are complaints?
A
'I'm sorry, I can't help you with that.'
B
'My soup is cold, this is unacceptable!'
C
'I am going to leave a bad review.'
D
'I demand a refund'

Slide 4 - Quiz

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

Slide 5 - Open question

Video
You are going to watch a video of someone handling a complaint.

Reason to listen:
  1. What is happening in the video? 
  2. What things does she do well?
  3. What things could be done better?

Slide 6 - Slide

Slide 7 - Video

What is happening in the video?

Slide 8 - Open question

What did she do well?

Slide 9 - Open question

What things could be done better?

Slide 10 - Open question

Formal vs informal

Slide 11 - Slide

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 12 - Drag question

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

Slide 13 - Open question

Wat voor standaard zinnen kan je gebruiken om een complaint af te handelen (in het Engels)

Slide 14 - Mind map

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....

Slide 15 - Slide

Complaints - Rollenspel
Jullie krijgen zo meteen kaartjes waar verschillende rollen op staan. Check of de symbooltje op het kaartje hetzelfde is. Je hebt kaartje A (werknemer) en kaartje B (gast).
Lees je kaartje goed door en speel de situatie met elkaar uit; neem de rol aan die op je kaartje staat. De andere persoon mag niet jouw kaartje lezen!

+ - 2 min per gesprek, pak dan een ander kaartje en wissel dan de rollen om. Zorg ervoor dat je formal language gebruikt!
timer
2:00

Slide 16 - Slide

I can see the difference between formal and informal language.
😒🙁😐🙂😃

Slide 17 - Poll

I can deal with complaints in a formal way in English.
😒🙁😐🙂😃

Slide 18 - Poll

Wat uit deze les ga je zelf gebruiken op je stage/toekomstig werk?

Slide 19 - Open question