Formación sobre "Dealing with Complaints" en inglés, blog de mariafernandezalonso.com en http://bit.ly/1TXrOyo

1. Maria Fernandez Alonso
Tourism and English Teacher

2. Have you practice your English
outside of the class?
I did
I spoke with some tourist. They
asked me for directions.
I met English speakers friends
I also watched some videos
while preparing your class.
As one of you told me that he
loves music from the 80, I
brought you a song that I’m
expecting you to understand…Use any opportunity you have for
practising your English
<a href="http://www.freepik.es/vector-gratis/cartel-manten-la-calma-sobre-bandera-del-reino-unido_716075.htm">Diseñado por Freepik</a>

3. ‘Somebody’ Depeche Mode
Innermost
(más intimo)
Though
(sin embargo, aunque)
Perverted
(distorsionado, tergiversado)
Hear out
(escuchar lo que tenga que decir)
Converted
(persuadir/convencer)
Care
(preocuparse / que te importe alguien)
To be tied (estar atado)
Strings (cuerda)
To steer (apartarse)
https://www.youtube.com/watch?v=mUozh6_dsqs
Somebody
Learn English doing
what you like.
If you like music, listen
to the music you like in
your spare time

4. Giving directions
 Do you how to give directions in English?
 Which vocabulary are you expected to use?
1. Go (left, right, straight, down, up,
through)
Ex: Go straight up through this street and you’ll
arrive to St. Antoni’s Market.
You can go up or down a hill or a slope. You can
go through a tunnel.
2. Take road name : you can also take the
road name/number
Ex : Take Vallvidrera Road
3. Turn (right/left): You can say 'turn right/left'
if the person is driving as he would need to turn
his steering wheel in a particular direction.
4. Stay on + the road name + distance/time
Ex: You turn left and stay on Diagonal for 5
minutes. <a href="http://www.freepik.es/vector-gratis/concepto-de-critica-de-negocio_765210.htm">Diseñado por Freepik</a>

5. Giving Directions (2)
This image was taken from Google Maps for Teaching purposes

6. Have you ever complained?
• Have you ever
complained in a
restaurant? Why?
What happened?
• Did the staff have a
positive response?
What are the main
complaints in a
restaurant?
<a href="http://www.freepik.es/vector-gratis/protesta-con-altavoz_762783.htm">Diseñado por Freepik</a>

7. Handling Complaints
https://www.youtube.com/watch?v=6_cDmwlbVkg
Video

8. Vocabulary - Complaints
Apology, in plural apologies, is a noun
Ex: I have an apology to make to you - I'm afraid I opened
your letter by mistake
Apologies is a verb Ex: I want to apologise because I
opened your letter by mistake.
Too + adjective. Ex: This car is too expensive
Not + adjective + enough.
Ex: Your apologies are not enough. The way this waiter
treat us was very rude (grosero, irrespetuoso)
Under + adjective = Too little + adjective
Ex: This lamb is underdone, do it a bit more please
Over + adjective = Too much + adjective
Ex: This steak is overdone, I asked for a medium rare
<a href="http://www.freepik.es/foto-gratis/plato-de-cordero-con-guarnicion_874714.htm">Diseñado por Freepik</a>
Raw Crudo
Rare Poco hecho
Medium rare Poco
hecho, pero más
Medium Hecho o en su
punto
Medium well Un poco
más que hecho
Well done Muy hecho

9. Complaining at a Restaurant
Video
(https://www.youtube.com/watch?v=Lpkjfj7G73Y)
Broth: caldo, sopa
Appetizers: aperitivo
Random: casual, aleatorio
Parmigiana: a la parmesana

10. Bad Service versus Good Service
Which one is good service and why?
Which is the language that the waitress who provide
good service uses?
https://www.youtube.com/watch?v=HjB9H1qDKcE

11. Role Play
For this role play I need 4 people:
- 2 customers that complain
- A Waiter
- The owner of the restaurant
First, write down your plot.
Then, perform your role play for us.
Questions for the audience:
1. Was the customer happy at the
end? Why?
2. How could you improve the way
in which your classmates were
dealing with complaints?
<a href="http://www.freepik.es/vector-gratis/concepto-de-critica-de-negocio_765210.htm">Diseñado por Freepik</a>
You can ask for
your
money back

12. Grammar: Present Simple (1)
Subject Affirmative Interrogative Negative Short
Answers
I I play Do I play? I don’t play Yes, I do
No, I don’t
You You play Do you play? You don’t play Yes, you do
No, you don’t
S/He S/He plays Does S/He play? S/He doesn’t play Yes S/He does
Not, S/He doesn’t
We We play Do we play? We don’t play Yes, we do
No, we don’t
They They play Do they play? They don’t play Yes, They do
No, I don’t

13. Time Expressions used with Preset
Simple
Every
hour/day/week/month/ye
ar…
Every morning/evening…
Adverbs of frequency:
never sometimes, always,
usually, often, …
<a href="http://www.freepik.es/vector-gratis/el-concepto-de-gestion-del-tiempo_765207.htm">Diseñado por Freepik</a>

14. We use Present Simple for
Daily routines, habits or
repeated actions
Ex: Wendy gets up at 7:00 AM
It is a daily routine that
she repeats every working
day. From Monday to
Friday.
Ex: Mathew drives to work (It’s a
habit)
Permanent states
Ex: Michelle lives in Australia. She has
a house in Sydney.
<a href="http://www.freepik.es/vector-gratis/set-de-imagenes-de-rutinas-diarias_849853.htm">Diseñado por Freepik</a>

15. Simple Present Spelling (1)
Pay attention to the endings below:
-ss: I pass / He passes
-sh: I push / He pushes
-ch: I switch / She switches
-x: I fix / She fixes
-o: I go / It goes (the cat)
We add
–es
to verbs
with these endings
by adding an
–s
to the end of most verbs
REMEMBE
R
We form
the third person singular
(he/she/it)

16. Simple Present Spelling (2)
Verbs ending in a
consonant + y
Ex: I cry / She cries
drop the
–y
and take
ies
take
–s
Verbs ending in a
vowel + y
Ex: I stay / He stays

17. Homework. Deadline 13-06-16
In this exercise you have to put the verb into the correct form
Ex: Water…..boils……..(boil) at 100 degrees centigrade
George…. doesn’t go……….(no/go) to the cinema very often
How many languages ….. do you speak….. (you/speak)?
1. The swimming bath ……………. (open) at 9.00 and ……………. (close) at 18.30 every
day
2. What time …………………………. ( the banks / close) in Britain ?
3. I have a car but I …………………………. ( not / use) it very often.
4. How many cigarettes…………………………. ( you/ smoke ) a day ?
5. What ……………………………….. ( you/do )? I’m an electrical engineer.
6. Where ……………………………….. your father / come ) from ?
He ……………….. (come) from Scotland.
7. If you need money, why …………………………………………….. ( you /not / get ) a job ?
8. I ………….. ( play ) the piano, but I ………………….………………. ( not /play ) very well
9. I don’t understand the word ‘deceive’. What …………………………. (‘deceive’/mean
)

18. Homework. Deadline 13-06-16
This time you have to read some sentences and correct them. The English is
correct but the information is wrong. Write 2 correct sentences each time
Ex: The sun goes round the earth.
The sun doesn’t go round the earth
The earth goes round the sun
1. The sun rises
(1.1.) ………………………………………………………………………………………………………………..
(1.1.) ………………………………………………………………………………………………………………..
2. Mice catch cats
(2.1.) ………………………………………………………………………………………………………………..
(2.2.) ………………………………………………………………………………………………………………..
3.Carpenters make things from metal
(3.1.) ………………………………………………………………………………………………………………..
(3.2.) ………………………………………………………………………………………………………………..
4. The River Amazon flows into the Pacific Ocean
(4.1.) ………………………………………………………………………………………………………………..
(4.2.) ………………………………………………………………………………………………………………..

19. Homework. Deadline 13-06-16
Now you have to use these sentences to make questions. Being your questions
with the word / words in brackets.
Ex: Tom plays tennis. (How often) … How often does Tom play tennis?
I get up in the morning. (What time / usually?) … What time do you usually get
up?
1. Ann watches TV (How often?) ……………………………..…………………………………..
2. I write to my parents (How often?) …………………………………………………………..
3. I have dinner in the evening? (Where?) ……………………………………………………
4. Tom works. (Where?)……..………………………………………………………………………..
5. I go to the cinema (How often?)………………………………………………………………..
6. People do stupid things (Why?)………………………………………………………………..
7. The car breaks down (How often?)……………………………………………………………