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Lesson Objectives: By the end of the lesson, learners should be able to:
1. List down at least 4 positive responses on a piece of paper in groups of
three.
2. Extract at least three information from a worksheet to a mah-jong
paper in groups of three.
3. Present a role-play by incorporating words of apologies to the whole
class in groups of three.
Resource Materials: LCD, video, mah-jong paper, marker pens, worksheet, cue cards
STAGE/
DURATION
Stage 1
(+/-5 minutes)
SKILL/
CONTENT
Skill:
- Speaking Skill
- Thinking Skill
TEACHERS/LEARNERS
1.
Content:
- Indirectly
exposed learners
to the topic
2.
and answer
Questions:
- What is the video
-
ACTIVITIES
AVA
Teacher starts the lesson Rationale:
- To create
by showing a short
interesting learning
video clip on handling
environment by
complaints in a
showing a video on
restaurant.
Teacher, then, poses a
handling
through question
session.
about?
Can you name
the learners.
Learners respond to
teachers questions
4.
RATIONALE/
complaints.
AVA
- Video 1
(Appendix 1)
voluntarily.
Teacher also randomly
calls a few learners to
me few customer
share their experiences
complaints that
on dealing with angry
-
you know?
Do you have any
5.
customers.
A few learners share
experience
their experiences on
dealing with
handling customers
angry customers?
complaints to the whole
Stage 2
Skills:
class.
1. Teacher shows a video
(+/-10
Speaking Skill
on comparison between
minutes)
Writing Skill
Rationale:
-
To enhance
learners thinking
Thinking Skill
Content:
skill.
-
learners.
To introduce
learners with new
Teaching process
Brainstorming
stimulates
activity.
few English
discussion.
conversational skills on
knowledge that
To engage all
Topics to be
how to handle
learners in a
discussed
customers complaints.
cooperative
learning activity.
AVA:
Video 2
How to Handle
Customer
Complaints
Model dialogues
pertaining to restaurant
Paper
complaints to check
Pencil
their understanding.
6. Next, teacher instructs
them to write an
appropriate response to
solve the problem
(Appendix 2)
within 20 seconds.
7. Teacher then provides
each group with a paper
and a pencil to write
their response.
8. Each group member
shares only a pencil to
write their response in
order to involve
everyone in the activity.
9. After that, all group
representatives write
their responses on the
whiteboard.
10. Teacher gives feedback
to all responses.
Stage 3
(+/-20
minutes)
Skill:
-
1. Teacher gives
Speaking
Skill
Content:
1. Speaking
Activity
instructions to learners
Rationale:
-
cooperative
learning
among
of three.
3. Teacher distributes
worksheet 1 to the
To promote
learners.
To enhance
their thinking
learners.
4. Learners discuss in
skill on the
lesson.
To enhance
problems on handling
learners
conversational
situation in the
skills.
worksheet.
5. Learners write their
AVA:
Worksheet 1
Mahjong
paper
Marker pens
(Appendix 3 )
Skill:
(+/-25
- Speaking Skill
minutes)
Content:
- Conducting role
plays.
Rationale:
-
learners
communication
To enhance
skill.
-
To assess
learners
creativity on the
given task.
AVA:
Cue cards
(Appendix 4)
APPENDICES
Appendix 1 A short video clip entitled Dirty Fork
Teachers Questions
Can you name me few common restaurant complaints that you know?
Appendix 2 A short video clip on the comparison between bad waiter and good waiter
Believe
Make sure that you take the guest seriously and appreciate the fact they have brought
their grievance to your attention.
Listen
If your guests complain take a second, relax, and listen. Make sure that even in the case
that your customer is rude or angry, make sure to stay calm.
Apologize
Always apologize, even if you didnt do anything wrong yourself.
Elaborate a simple Im sorry or I apologize for the inconvenience.
Satisfy
Solve the problem. Find out what steps you need to take to satisfy the guests frustrations.
Make sure that you let the customers feel important and know that their grievance is
important to you and you deeply care about their business.
Thank
Always make sure you thank the guest for their complaints.
Thank them for giving your restaurant a second chance to make things right.
Complaint: I requested the eggs over hard, these are over easy.
Response: Sorry about that sir, let me make you some more right away.
FOOD QUANTITY
Complaint: There are not enough chicken wings on my plate.
Response: Im sorry miss. Ill get more chicken wings for you right away.
RESTAURANT SERVICE
Complaint: Why is our order taking so long?
Response: I apologize for that sir, you ordered the steak very well done and it takes a little
longer.
Complaint: Dont be rude to me! How dare you! You are just a waiter.
Response: Im sorry maam. I promise never to do the same mistake again.
RESTAURANT ENVIRONMENT
Complaint: Your restaurant smells like smoke.
Response: Im sorry about that miss. We will spray some air freshener in just a moment.
Appendix 3
1. Worksheet
Teachers Instruction:
Listen to my instruction carefully. First of all, please divide yourselves into groups of
three. Then, each group will be given a worksheet, mahjong paper and a marker pen. In
each worksheet, there are pictures that show different situations. Each group has to state
the problem or conflict in the worksheet and suggest the way to solve it by filling the
table with suitable answer. Next, write your ideas on the mahjong paper given. You are
given only 10 minutes to do so. After that, each group has to present their ideas in front of
the classroom.
Situation 1:
Problem(s):
______________________________________________________________________________
______________________________________________________________________________
Apologies
Situation 2:
______________________________________________________________________________
_____________________________________________________________________________
Apologies
Situation 3:
Problem(s):
______________________________________________________________________________
______________________________________________________________________________
Apologies
Situation 4:
Customer: Excuse me. I think
the bill is not right.
Problem(s):
______________________________________________________________________________
_______________________________________________
Apologies
Appendix 3
2. Mah-jong paper and marker pens
Your customers are enjoying their meal. One of them suddenly screams as she
discovers a cockroach in her fried rice.
One of your customers complains about the temperature of the restaurant that is too
cold and the music that is too loud.
You just bring food to an old lady and her grandson. They suddenly complain to you
as the foods are not as they have requested.