complaints mariafernandezalonso

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Maria Fernandez Alonso Tourism and English Teacher

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Page 1: Complaints mariafernandezalonso

Maria Fernandez AlonsoTourism and English Teacher

Page 2: Complaints mariafernandezalonso

Have you practice your English outside of the class?

I didI 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>

Page 3: Complaints mariafernandezalonso

‘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

Page 4: Complaints mariafernandezalonso

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>

Page 5: Complaints mariafernandezalonso

Giving Directions (2)

This image was taken from Google Maps for Teaching purposes

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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>

Page 7: Complaints mariafernandezalonso

Handling Complaints

https://www.youtube.com/watch?v=6_cDmwlbVkgVideo

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Vocabulary - ComplaintsApology, 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 expensiveNot + adjective + enough.

Ex: Your apologies are not enough. The way this waiter treat us was very rude (grosero, irrespetuoso)

Under + adjective = Too little + adjectiveEx: This lamb is underdone, do it a bit more please

Over + adjective = Too much + adjectiveEx: 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 CrudoRare Poco hechoMedium rare Poco hecho, pero másMedium Hecho o en su puntoMedium well Un poco más que hechoWell done Muy hecho

Page 9: Complaints mariafernandezalonso

Complaining at a RestaurantVideo

(https://www.youtube.com/watch?v=Lpkjfj7G73Y)

Broth: caldo, sopaAppetizers: aperitivoRandom: casual, aleatorioParmigiana: a la parmesana

Page 10: Complaints mariafernandezalonso

Bad Service versus Good ServiceWhich 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

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Role PlayFor 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

Page 12: Complaints mariafernandezalonso

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 doNo, you don’t

S/He S/He plays Does S/He play? S/He doesn’t play Yes S/He doesNot, S/He doesn’t

We We play Do we play? We don’t play Yes, we doNo, we don’t

They They play Do they play? They don’t play Yes, They doNo, I don’t

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Time Expressions used with Preset Simple

Every hour/day/week/month/year…

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>

Page 14: Complaints mariafernandezalonso

We use Present Simple forDaily routines, habits

or repeated actionsEx: 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 statesEx: 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>

Page 15: Complaints mariafernandezalonso

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

REMEMBER

We form the third person singular (he/she/it)

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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

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Homework. Deadline 13-06-16In this exercise you have to put the verb into the correct formEx: Water…..boils……..(boil) at 100 degrees centigrade

George…. doesn’t go……….(no/go) to the cinema very oftenHow 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 well9. I don’t understand the word ‘deceive’. What ………………………….

(‘deceive’/mean )

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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 earthThe 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.) ………………………………………………………………………………………………………………..

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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?)……………………………………………………………