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Lesson Plan Bahasa Inggris SMK kelas 3

Lesson Plan Bahasa Inggris SMK kelas 3

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Published by: fluthfi on Nov 19, 2010
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School: SMK Bina Banua BanjarmasinSubject: EnglishClass/Semester: XII/1Basic Competency: Understanding limited conversation with the native speaker.Indicator: Responding the expressions of complaints from the native speakecorrectly.Grammar:Theme:Language Skill: Reading and speakingTime Allocation: 2 x 40 minutes1.ObjectiveAt the end of the lesson, students of 12
grade of SMK Bina Banua are able to handle theexpressions of complaints correctly in spoken form.2.MaterialHandling ComplaintAll members of a hotel staff must be ready to deal with complaints. Some of them aregenuine, silly, polite but firm. Most businesses take compliments very seriously. Some complaintsare more serious than others.It is often the responsibility of an individual member of staff to deal with the problem.Sometimes, of course it is necessary for the staff member to refer some one else such a manager.Suppose that you are now dealing with complaints, you should listen carefully; be politeand, except when it is absolutely necessary, don’t comment until the costumer finished. Then makea short, clear apology. After that, you should repeat the complaint. This is to make sure that youhave fully understood the problem and that there are no misunderstanding. When possible, youshould also note down what the costumer has said. Next, you should decide who will deal with thecomplaint. If it is not a serious one you can deal with it yourself. You should explain to thecostumer the action you plan to take and tell him or her when it will be done. If you decide that the
manager should handle the complaint, you should first inform him or her and than arrange ameeting between manager and the costumer.Expression of complaint:
I’m afraid I have to make a serious complaint.
Look, I’m sorry to trouble you, but….
Excuse me, there seems to be something wrong with…
I’ve got a bit of a problem here, you see……
I’m sorry to have to say this, but….
I do wish you could….
Wouldn’t it be a good idea to/ not to….Expression of accepting complaint:
Oh, I’m sorry about that.
I can’t tell you how sorry I am
I wish it never happened
Oh dear, I’m really sorryListen Carefully..Dont comment………………….………………………Decide who willhandle the complaint. Note down what thecostumer has said……………………..……………………..Ask a time……………………..……………………..Arrange the meeting
I’m so sorry, I didn’t realize
I just don’t know how to say.
I just don’t know what to sayTechnique how to handle complaint effectively
Listen carefully
Maintain eye contact
Stay calm
Be empathic
Ask Questions
Clarify what the problem is
Make a notes
Act quickly
Monitor/Follow upExample of conversation:Marfi: Hello, is it the receptionist?Receptionist: Yes, it isMarfi: This is Marfi in room 301. I checked in about 25 minutes ago.Receptionist: Ah yes Marfi. How can I help you?Marfi: You can help me by getting my bathroom put right. It’s in absolutely bad condition. WhenI tried the shower, no water came out at all.Receptionist: Oh dear, I’m sorry to hear that. I’ll have it fixed immediatelyMarfi: And thats not all. There is no soap, towel or toilet paper.Receptionist: So, the problems are no water, soap, towel and toilet paper. Right, Miss Marfi?Marfi: Yes, they areReceptionist: I apologize for this, Miss Marfi. Housekeeping should have checked your room.We’ll attend to it as soon as possible.There’s been a misunderstanding.Marfi: Thats all right. The most important thing is to fix it as soon as possible.

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