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Teaching and Technology

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Mita Li

on 8 June 2014

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Transcript of Teaching and Technology

If you ever find yourself facing an angry customer,
there are three ways to handle the situations effectively.

*Firstly,

you can sooth the customer’s anger by apologizing sincerely.

*Secondly,
you can try to pacify the customer by giving him
or her discount on the product.
For instance, giving 50% off any order that was incomplete.
* Lastly,
you can also give the customer some points
on the redemption card if available >


C: (walks away satisfied)

Teaching and Technology
Midterm
Class:UL2A
Group:5
Members:Vanessa 1101208022
Mita 1101208006
Candy 1101208029
Lisa 1101208042
Joyce 1101208059

Topic
How to handle difficult customers in various situations
1. Topic:

How to handle difficult customers in various situations

2. Students’ age:
17

3. Students’ entry level:
They have passed GEPT’S intermediate level’s first test

4. Teaching objectives:
H
ow to deal with difficult customers when we face them.

Lesson plan
5. Language focus:
First, vocabulary about food and drinks. Second, conversation and phrases.

6. Classroom size:
30

7. Teaching materials:
flash cards,handout

8. Anticipated problems:
The student may not be good at listening.

9. Expected learning outcome:
solution, vocabulary and some phrases.

1. Warm-up:
discussions(whether they have experienced of part time job before)

2. Presentation Stage:
show students the video with subtitle in deductively way and stimulate students’ motivation.

3. Practice stage:
* First game is
carrot jump
.
This game is focus on listening. During the game, Ss need to be familiar with their roles and others.

*Second activity is
multiple-choice exercise
.
This game is focus on reading. During the activity, Tr can check Ss comprehension about the paragraph.

4. Production Stage:

*First game is
role play
.
This game focuses on the speaking. Each group choose one student to come to the stage. Each one represent one role and act like the real identity.

*Second is
writing activity
.
This activity focuses on the writing. Tr will distribute the handout and Ss have to answer the questions in complete sentence on their own. Later Tr will ask volunteers to answer the questions.




5. Follow-up/Assignments:
Give Ss an assignment.

*The first part is “Translation”. Teacher gives Ss some food and drinks vocabulary in English. Then, Ss need to find out the meaning.

*Second part is writing a short paragraph. This paragraph should including three vocabulary above and two phrases that teacher had taught in the class.
This assignment focuses on both receptive and productive skills.

<How to deal with difficult customers – act 1>
<How to deal with difficult customers – act 2>
Scene 1
:
At Lin Sanity Tea Shop
Participants:
 Shop Keeper (SK)------Mita
 Customer (C) ------------Vanessa

<As a student in Taiwan, many of us have worked or will be working in the service industry at one point or another during our schooling years. One of the biggest problems that we face is handling difficult customers. They are often more demanding or have a short temper. In this video, we are going to show you some effective ways of handling difficult customers in different settings>

Setting:
A customer is placing her order for 5 different drinks at Lin Sanity Tea Shop via telephone. Scene shows process of placing the order.


SK: Hello, this is Lin Sanity Tea Shop . May I help you?

C: I want to order 5 drinks. First one is
lavender tea
with less ice, half sugar and add
pearls
.

SK: Okay…

C: Then the second one is
kumquat lemon tea
with more ice, less sugar and add some
coconut
.

SK: Okay…

C: The third one is
plum green tea
with no ice, more sugar.

SK: Okay…

C: The fourth one is a
yogurt smoothie
with no yogurt and less ice
and the last one is
asparagus juice
with more ice and add some
grass jelly
.

SK: Right…

C: Hmm…yes, that’s all. By the way, I’m Miss Lin. I’m in a hurry so I’ll come
and collect them in 10 minutes myself. Thank you! (Hangs up phone)

SK: (dramatic exasperated expression) This is unbelievable! This is mission impossible! What am I going to do?!?!

<10 minutes later…>
C: Hi, I’m Miss Lin…so how much is the total for my 5 drinks?

SK: Ugh…I’m not finished yet. Could you please give me 3 more minutes?

C: WHAT? They’re not ready yet?! I told you specifically that I’m in a hurry, why are my drinks not ready yet?!

SK: I’m so sorry, but I have already finished 2 of the drinks I…

C:
No more excuses
. Let me see what we have here (inspect one, gets angry)
I said I wanted the pearls for the lavender tea! Why have you added them to the plum green tea?!
And…is this the asparagus juice?

SK: Yes… (Looking frightened)

C: (Takes a sip of the drink) Where is my grass jelly?! Didn’t you take down my order correctly?
What a stupid idiot you are! (Furious expression)
Enough is enough
, don’t waste my time anymore.
I don’t want anything from you ever again!

SK: (Going to cry) But…but what about these two drinks?

C: (already left the scene angrily)

SK: Hello, this is Lin Sanity Tea Shop. May I help you?

C: I want 5 drinks. First one is lavender tea with less ice,
half sugar and add pearls.

SK: Okay…

C: Then the second one is kumquat lemon tea with more ice,
less sugar and add some coconut.

SK: Okay…

C: The third one is plum green tea with no ice, more sugar.

SK: Okay…

C: The fourth one is a yogurt smoothie with no yogurt and less ice and the last one is asparagus juice with more ice and add some grass jelly.
SK: Right…

C: Hmm…yes, that’s all. By the way, I’m Miss Lin. I’m in a hurry so I’ll come and collect them in 10 minutes myself. Thank you! (Hangs up phone)

SK: (Dramatic exasperated expression) this is unbelievable! This is mission impossible! What am I going to do?!?!




Solutions
<If you ever find yourself in the situation as the shop keeper, here are a few ways that you can handle the situation.
*
First
, you can call back to the customer
*
second
, you can confirm the order with good attitude.
*
Lastly
, you can ask the customer to speak slower so as to be able to clearer.
C: Hi, I’m Miss Lin…so how much is the total for my 5 drinks?

SK: Ugh…I’m not finished yet.
Could you please give me 3 more minutes?

C: What? They’re not ready yet?! I told you specifically that I’m in a hurry, why are my drinks not ready yet?!

SK: I’m so sorry, but I have already finished 2 of the drinks I…

C: No more excuses. Let me see what we have here (inspect one, gets angry) I said I wanted the pearls for the lavender tea! Why have you added them to the plum green tea?! And…is this the asparagus juice?

SK: Yes… (Looking frightened)

C: (Takes a sip of the drink) Where is my grass jelly?! Didn’t you take down my order correctly? What a stupid idiot you are! (Furious expression) Enough is enough, don’t waste my time anymore. I don’t want anything from you ever again!

SK: (Going to cry) But…but what about these two drinks?

Solutions
<In another similar situation in a
restaurant setting
>

Scene 3
:
At Wenzao Italian Restaurant
Participants:
 Waiter (W)---------------------Lisa
 Customers (C1, C2)------Candy, Joyce


Setting: 2 customers are placing their orders for their meals at Wenzao Italian Restaurant with the waiter.
Scene shows process of placing the order.

W: Hi, welcome to Wenzao Italian Restaurant. Table for three?

C1: Yes, we would like a table by the window, please.

W: Okay. (Lead customers to table), how about this table?

C1: No, I don’t want to be in a secluded corner!

W: I’m sorry, ma’am, but there is no other table available at the moment.

C1: Okay, fine, thanks.

W: And here is the menu, I will be back to take your orders in a moment.

<In
<5 minutes later…>
C2: (signals for the waiter, and waiter comes over)

W: Yes, what would you like to order?

C1: I would like to have the
tulip seafood risotto
.

C2: I would like to have seafood pasta with pesto sauce and add
cheese sprinkles
.
And I want
squid ink spaghetti
with seafood sauce,
and without shrimps for take away, please.

W: Hmm (to C2) I wouldn’t recommend cheese sprinkles with
pesto sauce
, ma’am.
It might not taste very good.

C2: I don’t care! This is what I want; could you just
follow my instructions
?!

W: All right then… (To everyone) would you like to have them as
set meals
?

C1: I want my seafood pasta as a set meal.

W: What drink and dessert would you like?

C1: I want coffee with less ice and a
custard.

W: Would you like salad or bread?

C1: Salad please, but don’t put carrots in it, and put
alfalfa sprout
instead please.

W: I’m sorry ma’am, I’m afraid we are unable to change the vegetables in the salad.

C1: Okay, fine! What a terrible restaurant. I won’t come here ever again!

W: I’m so sorry, ma’am. I will try my best to accommodate to your requests. Is there anything else?

C2: No, we just want to finish our meals and leave here as soon as possible!

W: Okay, thank you for your understanding, ladies.

Solutions
<If you work in a restaurant or a café and find yourself in similar situations, there are three ways to your solution.
*Firstly,
try your best to double check with the manager if such special requests can be met.
*Secondly,
if the request is doable, make sure to write it down clearly on the order, and remind the kitchen staff of the request.

*Lastly,
listen to the customers’ complaints patiently and reply their questions politely.

Homework
I . Find out the meanings of those vocabulary words.
A. pastry soup __________________
B. macaroni ___________________
C. mousse ______________________
D. fort submarine ________________
E. kimchi _______________
F. taro milk tea ______________
G. caramel macchiato ____________
H. hazelnut tea latte ______________
I. white gourd tea ________________
J. apple and cinnamon milk tea ______________
II. Write a short paragraph with three vocabulary that mentioned above and two phrases that had taught in class.
__________________________________________________________________________________
_________________________________________
Let’s practice!
Answers
Shopkeeper
customer
Mom
Abby: sister
Tom: young brother

(In the car)
A: Mom, where are we going now?
M: We are going to the supermarket.
A: What do you want to buy?
M: I want to buy some vegetables. Oh, and there is no dessert or drinks at home.So you can buy some of them later.
A: Yeah! How wonderful! And I also want to buy some drinks for Tom, such as lemon tea, cola and his favorite drink-the lavender tea.

(In the supermarket)
A: Mom, I want to buy these desserts and drinks, the grass jelly, yogurt smoothie, chocolate, chewing gum, plum green tea, asparagus juice, apple juice and….
M: Okay, that’s enough. And I also need to cook the dinner, so let’s go to pay the bill. By the way, I will cook you and your brother’s favorite food, squid ink spaghetti for dinner.
A: Oh yeah, that is so delicious. I am looking forward to dinner. Thanks mom!


Dialogue
1. Where did they plan to go?
A. School
B. Supermarket
C. Hospital
D. Department store

2. What is Tom’s favorite drink?
A. Plum green tea
B. Lemon tea
C. Lavender tea
D. Cola

3. How many desserts and drinks did Abby want to buy?
A. One
B. Three
C. Seven
D. Ten

4. What is mom going to cook for the dinner?
A. Seafood risotto
B. Squid ink spaghetti
C. Dumpling
D. Chicken fried rice

5. What did mom plan to buy?
A. Water
B. Towel
C. Vegetables
D. pan

Multiple choice
Scene 2
:
At Lin Sanity Tea Shop
Participants:
 Shop Keeper (SK)-----Mita
 Customer (C) ----------Vanessa
1. Where did they plan to go?
A. School
B. Supermarket
C. Hospital
D. Department store

2. What is Tom’s favorite drink?
A. Plum green tea
B. Lemon tea
C. Lavender tea
D. Cola

3. How many desserts and drinks did Abby want to buy?
A. One
B. Three
C. Seven
D. Ten

4. What is mom going to cook for the dinner?
A. Seafood risotto
B. Squid ink spaghetti
C. Dumpling
D. Chicken fried rice

5. What did mom plan to buy?
A. Water
B. Towel
C. Vegetables
D. pan
Answers
Full transcript