Page 176 - English for Front Office

Analyze the English expressions used by the staff in Handling
Complaints

TEXT CONSTRUCTION TASK

Task 9

Perform Handling Complaints. Make sure that you use
appropriate language expressions and non verbal cues. Put the
checklist in the appropriate column.

No Indicator Rate
1 2 3 4
1 The speaker
uses
appropriate
language
function
2 The speaker
uses
appropriate
grammar
3 The speaker
uses
appropriate
pronunciation
4 The speaker
uses
appropriate
gesture
5 The speaker
offers help
with
appropriate