Air Passenger Rights in Europe

Level: students need to read Eu regulation. Basic vocabulary related to regulation needs to be presented (inbound, outbound, compensation, to file a complaint, to claim, to be entitled to...)

Timing: two hours 

Source of information: https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm

Suggested procedure: 

• Teacher elicits the most common situations of complaint (delay, overbooking, denied boarding, cancellation and lost/damaged luggage).
• Teacher elicits elements that will influence the right to or amount of compensation: length of delay, distance, origin and arrival of flight...
• Students work in teams. Each team has the regulation (see files in link below ).
• First question:Where does this legislation apply?
• Next: Give each group of students the different files/worsheets (see link below), including the cases to to solve (file "Hands on practice")

Link to materials  HERE:

Materials  contain these files  

• Application of air regulation- passenger rights
• Cancelled flight
• Delay
• Denied boarding
• Denied boarding/overbooking especifics
• Luggage lost or delayed
• Overbooking
• Upgrading or degrading
• Hands on practice, a dossier that contains questions and key

Bad service at a phone shop

Aim:  Students watch the video and reflect on the bad manners of the shop assistant. 
This is a good occasion to reflect on class and accent.
The follow up might be a complain letter. 

See and download  materials  HERE
Materials include Pre-viewing, While viewing and Post Viewing tasks 
You can download the VIDEO from this page HERE

You will need:

• The video below 
• The Student's tasks 
• The teacher pack     

See and download  materials  HERE
 

 

Bad Customer Service (Hotel)

Students watch a video that shows the patronizing attitude of a Hotel Manager towards clients and employees. You can donwload the video and the task HERE.  I have obtained the video from youtube.

Level: Low intermediate and higher.  Some of the questions can be answered by observing the body language of the actors, others require an intermediate understanding of oral English.
Materials:

Student's Handout. To download it, see link above

• Student Handout
• Teacher Handout (same as student's but contains answers) 
• 4 minute long video

The video and the handouts can be  downloaded from this site:  HERE.
You can also  view the video online, underneath

I downloaded this video from Youtube and now I cannot find the source. If anybody knows, can you send me at e-mail at englishforeso@yahoo.es? Thanks

Helpdesk. True silly conversations around the UK

Click HERE to download the materials

Instructions

Purpose: This is a fun reading activity. The students need to match the beginning/middle part or end of real helpdesk conversations related to computer problems. 
 

Level: The activity is designed to suit the needs of a multilevel classroom. Some parts of the conversations are easy, others more difficult. The activity includes the possibility of the student learning or revising potentially difficult vocabulary.  Note that some of the questions are in the simple past.  You can preview the video with the vocabulary underneath, then you can decide if it suits your students' needs.

Materials:

a) Student’s hand out   (pages 2 to 5) of handout

b) Answer sheet  (pages 6 to 12 of handout)

c) A video (optional) and  projector. 

Click HERE to download the materials

Note: These  video has been downloaded from

http://www.metacafe.com/watch/486320/true_telephone_conversations_recorded_from_various_help_desks/

How to deal with telemarketers: a taste of their own medicine

HOW TO DEAL WITH TELEMARKETERS
Video: A taste of their own medicine
by Sonnyboo.com
(provided underneath, 40 seconds) 

To DOWNLOAD the video and the teachers' pack, click HERE. No password needed.

Purpose: this video shows a scene of a man committing a practical joke over the telephone. Students have fun while learning and revising some basic telephone language.

Level: lower intermediate and upper.

Language items: students pre-learn vocabulary related to telemarketing (and more) before watching the video.
Language used: hold on/sir/recording/glad/ remain on the line/ bullshit!!!!

Materials:

a) provided teachers' pack which contains: pre-listening + while listening + post listening tasks as well as an answer sheet for teachers.

b) Video. The video has been downloaded from youtube and has been created by Sonnyboo.com.

How to watch the video:

Possibility 1: download the video to your USB pen and view it in your class. This video has MP4 format. Make sure your Real Player, VLC or other programmes that you use to watch videos have been upgraded. The link to the site where you can download this material is provided underneath.

Possibility 2: if you have an Internet connection in your classroom, go to mariavocationaltraining video site by clicking HERE and watch the video on-line.

Also, while it works you can watch it online underneath.

To DOWNLOAD the video and the teachers' pack, click HERE. No password needed.

Feel free to browse through other vocational training videos in this section.

How to take something back to a shop

LEARN HOW TO TAKE SOMETHING BACK TO A SHOP
Video: How to take something back to a shop
(provided underneath, 4 minutes)

Purpose: learn and revise vocabulary related to returning an item to a shop. This activity has been designed to fit the syllabus of students in customer care programmes.

Level: intermediate and upper

Language items: students pre-learn vocabulary related to a complaint before watching a video.
Examples of language used: faulty / out of order / refuse to pay / to demand /to be entitled to /refund / replacement / credit note…

Vocabulary Game

Materials:

a) provided Teachers' pack which contains: instructions and solutions to exercises + card game + handouts for students+ video transcript + role-play



b) video. The video has been downloaded from www.videojug.org.
Thanks to Paca Roy for helping us with the transcript.


How to watch the video:

Possibility 1: download the video to your USB pen and view it in your class. This video has MP4 format. Make sure your Real Player, VLC, Windows Media Player or other programmes that you use to watch videos have been upgraded.

Possibility 2: if you have an internet connection in your classroom, go to mariavocationaltraining video site by clicking HERE ,and watch the video online.

To DOWNLOAD the video and the teachers' pack, click HERE. No password needed
Feel free to browse through other vocational training videos in this section

Complaints - write a letter of complaint

COMPLAINT LETTERS:
write a letter of complaint after watching two videos about faulty products
Faulty Bike (1 minute) and Faulty Xbox (2 minutes)

Purpose: write a complaint letter

Language items: students need to be familiar with vocabulary and sentence structures related to complaints.
To pre-teach this vocabulary you may want to check the following lesson plan (HERE)

Procedure: students are given a choice of 2 videos which show problems that customers can encounter when they buy a faulty product.

One of them is about a bike that falls apart.
The other is about a faulty xbox.

The student needs to imagine that he/she is the customer in one of those situations.

Student's task: write a polite letter of complaint to the supplier or manufacturer of the faulty bike or the malfunctioning Xbox

Materials:

Two"complaint  videos
Option 1. See them underneath.
Option 2. If problems arise,   you can see them  HERE.   Choose the videos entitled "letter writing: ..."
Option  3. If you do not have internet connection in your classroom, you can DOWNLOAD the videos to your USB pen. These videos are available at my google site HERE. No password needed.

You may use this video about a BIKE THAT FALLS APART

If you students are IT oriented, you may use this video about  PROBLEMS WITH AN  XBOX.

Instructions for students:

While you listen to the video, do not forget to write down the vocabulary and expressions that you will need for your letter