LESSON PLAN
School
: SMK Bina Banua Banjarmasin
Subject
: English
Class/Semester
: XII/1
Basic Co Competency
: Un Understand anding limited con conv versation wi with th the na native spe speaaker.
Indicator
: Responding the expressions of complaints from the native speaker correctly.
Grammar
:
Them Themee : Language Skill
: Reading and speaking
Time Allocation
: 2 x 40 minutes
1. Objective At the end of the lesson, students of 12 th grade of SMK Bina Banua are able to handle the expressions of complaints correctly in spoken form.
2. Material
Handling Complaint All members of a hotel staff must be ready to deal with complaints. Some of them are genuine, silly, polite but firm. Most businesses take compliments very seriously. Some complaints are 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 polite and, except when it is absolutely necessary, don’t comment until the costumer finished. Then make a short, clear apology. After that, you should repeat the complaint. This is to make sure that you have fully understood the problem and that there are no misunderstanding. When possible, you should also note down what the costumer has said. Next, you should decide who will deal with the complaint. If it is not a serious one you can deal with it yourself. You should explain to the costumer 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 a meeting between manager and the costumer. Listen Carefully
……………………..
Don’t comment
………………….
………………………
Note down what the costumer has said
Decide who will handle the complaint.
…………………….. ……………………..
Ask a time
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 sorry
…………………….. ……………………..
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 say
Technique how to handle complaint effectively
Listen carefully
Maintain eye contact
Stay calm
Apologize
Be empathic
Ask Questions
Clarify what the problem is
Make a notes
Act quickly
Monitor/Follow up
Example of conversation: Marfi
: Hello, is it the receptionist?
Rece Recept ptio ioni nist st
: Yes Yes,, it is
Marfi
: Thi Thiss is Marfi in ro room 301. I chec hecked in in ab about 25 25 minutes ago. go.
Recept Reception ionist ist
: Ah yes Marfi. Marfi. How can I help help you? you?
Marfi : You can help me by getting getting my bathroom bathroom put right. right. It’s It’s in absolutely absolutely bad condition. condition. When When I tried the shower, no water came out at all. Receptionis Receptionistt
: Oh dear, dear, I’m I’m sorry sorry to to hear that. I’ll have it it fixed fixed immediate immediately ly
Marfi
: An And that’s not not all. Th There is is no soap, towel or toilet pap paper.
Receptionis Receptionistt
: So, the the problems problems are no water, water, soap, soap, towel and toilet toilet paper. paper. Right, Right, Miss Miss Marfi? Marfi?
Marf Marfii : Yes Yes,, the they y are are Receptionis Receptionistt
: I apologize apologize for for this, this, Miss Miss Marfi. Marfi. Housekeepi Housekeeping ng should should have checked checked your your room. room. We’ll attend to it as soon as possible. There’s been a misunderstanding.
Mar Marfi
: Tha Thatt’s all all right ght. The The most most impor mporttant ant thi thing ng is to fi fix it it as as soo soon n as as pos possi sibl ble. e.
Exercise Costumer
: ………………………There is no soap in my bathroom. (complaining)
Housekeeping
: …………………(apologizing) …………………………… ………………………… … (repeat or clarify the problems) Is that all?
Costumer
: Yes, that’s all.
Hous Housek ekee eepi ping ng
: ……… …………… ……… ……(ap …(apol olog ogiizing zing)) I’ I’ll tak takee the the soa soap p to to you yourr bat bathr hroo oom m.
3. Method Method of teachi teaching ng
: ThreeThree-phas phasee techni technique quess
4. Teac Teache herr activ activit itie iess
Time
Teacher Activities
Allocation Pre – Activities -
Greeting
-
Checkin king at attendanc ance
-
Motivating
-
•
Preview the previous lesson
•
Asking the difficulties of the lesson
Tel Telling ling the obj objecti ective ve
While Activities -
Expl Explai aini ning ng the the mate materi rial als. s.
-
Exercise •
Complete the conversation and perform in front of
the class. Post activities -
Summ Summar ariz izin ing g and and revi review ewin ing g
-
Evaluating •
Make a conversation about complaining and
handling complaint based on the situation. Closing
5. Lear Learni ning ng sour source ce English for Vocational School 6. Evaluation a. Technique b. Form
: Spoken test : Conversation
c. Instrument
:
Make a short conversation based on the following situation. You check-in in the hotel. When you enter the room you find that your room hasn’t cleaned yet. You call the receptionist to complain. d. Scor Scoring ing syst system em : Conversion must include: Expression of of co complaint
: 17 17.5 po point
Accepting complaint
: 17.5 point
Repe Repeat at/c /cla lari rify fy the the prob proble lem m
: 17.5 17.5 point point
Act to solve the problem
: 17. 17.5 poi point
Good pronunciation
: + 5 point
Good expression
: + 5 point
Max Score
: 80
Legalized by
Banjarmasin, 5 October 2010 Teacher,
Student,
Susi Kartika Dewi, S.Pd
Faisal Luthfi
NIP. 197411252005012008
NIM. A1B207016
