Complaints

Welcome
Good to see you!
How was your week?
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Slide 1: Slide
EngelsMBOStudiejaar 2

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

time-iconLesson duration is: 30 min

Items in this lesson

Welcome
Good to see you!
How was your week?

Slide 1 - Slide

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

Slide 2 - Slide

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Aims:
After today's lesson you can:
  • make a complaint with the following request
  • come up with a solution to a complaint

Slide 3 - Slide

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

Slide 4 - Slide

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5

Slide 5 - Video

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00:44
Why is the guest unhappy?
A
There is no bath
B
The bath is too small
C
The bath is dirty
D
The bedsheets are dirty

Slide 6 - Quiz

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01:36
What is the manager's solution to the guest's complaint about the view?

Slide 7 - Open question

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01:52
Why does the guest want a reduction?
A
The room is too cold
B
The bath is too small
C
The radio doesn't work
D
All of the reasons previously mentioned

Slide 8 - Quiz

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02:10
What is the problem with the radio?
A
The radio doesn't work
B
There is no problem with the radio
C
The reception is bad
D
The noice of the radio is too loud

Slide 9 - Quiz

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02:28
What's the solution to the guest's hearing problem?

Slide 10 - Open question

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Speaking activity
Dealing with complaints

Slide 11 - Slide

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Complaints:
  • Think of  a complaint + request
  • Think of a solution
timer
1:00

Slide 12 - Slide

  • 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

Slide 13 - Slide

  • Student 1. Imagine you have this complaint
  • Student 2. Imagine you are the employee in the bookstore
  • How would this play out?
Complaints:
Solutions:

Slide 14 - Slide

  • 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)
timer
10:00

Slide 15 - Slide

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Aims:
After today's lesson you can:
  • make a complaint with the following request
  • come up with a solution to a complaint

Slide 16 - Slide

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Your order hasn't been delivered.
Make a complaint and request

Slide 17 - Open question

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Give yourself a grade about your participation today
010

Slide 18 - Poll

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Thanks a bunch!
You've worked very hard!

Slide 19 - Slide

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