MODULE 5
READING AND SPEAKING
Some people like reading, others really don't like it. Whatever your feelings towards reading, it does really help improve your knowledge of the English language and helps you create a bigger vocabulary.
Giving your opinion in English can be quite difficult if you have to think on the spot. We can work on this, by giving short statements or presentations, Forming your own opinion and being able to express that is very important!
The Darwin Awards:
https://darwinawards.com/
Charles Robert Darwin (1809-1882) was an English biologist, naturalist and geologist. He is most famous for his contributions to evolutionary biology. Darwin was the one that came up with natural selection; the theory that everything adepts to the situation around them, or if not, the species will die out by, you guessed it: natural selection.
In 1993 some people came up with the idea to share stories about other people that found their own way of natural selection. People that did stupid things, made stupid mistakes and by dying or sterilizing themselves they cannot procreate and thus die out. Obviously Darwin and his descendants have nothing to do with this tongue-in-cheek honor given to people who make stupid decisions, but it does show you that action almost always have consequences.
Exam training:
This term we're going to start practicing for the exams. The first one is reading and listening.
ACTIONS AND CONSEQUENCES
One of the grammar topics that is very useful to give opinions or describe actions and consequenes are the conditionals.
There are 4 different conditionals; the zero, first, second and third conditional. The explanation can also be found in the grammar part of this website.
EXERCISE
Everyone is allowed their opinion, but it is very important to be able to explain your opinion. With this exercise we are going to practice giving opinions and explaining why you think or feel that way.
What is worse?
1. Walking in the rain or through a flooded street?
2. Too much to eat or not enough?
3. Too much parental control or not enough?
4. Too many rules or not enough?
5. Being too tall or too short?
6. Being too fat or too thin?
7. Too much ambition or too little?
8. Deny yourself everything or deny yourself nothing?
9. Too much or too little self-control?
10. Telling a secret or keeping a secret?
11. Eating beetles or snakes?
12. Getting too much physical exercise or not enough?
13. Controlling your temper too much or not enough?
14. Staying forever single or being divorced?
15. Not being able to have children or having too many?
16. Living within your income or beyond your means?
17. Living in the city centre or far out in the suburbs?
DIFFICULT SITUATIONS AT WORK
DEALING WITH ANGRY CUSTOMERS:
Dealing with angry customers at the pharmacy requires patience, empathy, and effective communication skills. Here are some steps you can take:
- Stay Calm: Remain calm and composed, even if the customer is upset or confrontational. Take a deep breath to help you stay focused.
- Listen Actively: Allow the customer to express their concerns without interrupting. Show that you're listening by maintaining eye contact and nodding occasionally.
- Empathize: Acknowledge the customer's feelings and show empathy. You can say something like, "I understand that you're frustrated, and I'm here to help."
- Apologize: Apologize for any inconvenience or misunderstanding, even if it's not directly your fault. A simple apology can go a long way in diffusing tension.
- Offer Solutions: Try to find a solution to the customer's problem. Offer options and alternatives whenever possible. Be willing to accommodate reasonable requests.
- Maintain Professionalism: Stay professional and avoid taking things personally. Refrain from reacting defensively or becoming confrontational yourself.
- Seek Help if Needed: If you're unable to resolve the issue on your own, don't hesitate to involve a manager or another team member who may be able to assist.
- Follow Up: After resolving the customer's issue, follow up to ensure they're satisfied with the outcome. This demonstrates your commitment to customer service.
- Document the Incident: If the situation escalates or if there are concerns about safety, document the incident according to your pharmacy's protocols.
- Learn from the Experience: Use each encounter as an opportunity to learn and improve. Reflect on how you handled the situation and consider what you could do differently in the future.
By approaching angry customers with patience, empathy, and professionalism, you can often turn a negative experience into a positive one and maintain a good relationship with your customers.