Hoe zit DoorEngels in elkaar? Met DoorEngels kun je alleen online werken of online met een leerwerkboek. Alles uit je leerwerkboek vind je ook online. Met directe feedback. Maar dat is niet alles: online kun je taken op een ander niveau maken. En extra oefenen. Of zelftoetsen maken om te kijken of je al klaar bent voor de volgende stap.
THEME LONG LEARNING LIFE-
VO T H TR CAT AI
IN L AL P DE O M H E C T
T LL O G E M EA ET E GUE HER S
DoorEngels focust op jouw toekomst, met thema’s die aansluiten bij de beroepspraktijk.
G A I W IT M NT H E S
IN
L STE
L I N GS E XAM
EN
THEME UCTIONS INSTROCEDUREAND S PR
THEME NG FOR A JOB I Y APPL
EX T AM H T E
E AL EM N IO ING N
G E M ININ RA
DEA LING WITH YOUR TARGET GROUP THEME
G IN O K R C H WOWITH T
speak ing co
NTR
N ng
te
I M T RAIN
g
di
lis
CE
G
at ion
wr i t
e rs
i ng
nv
EX
A
nin
rea
AAL EXAM
EN
DoorEngels focust op je toekomst. Maar voordat je klaar bent voor de beroepspraktijk, moet je examen doen. DoorEngels bereidt je ook daarop voor. Een apart thema met uitgebreide training voor je centraal examen en instellingsexamen. Met ook nog extra aandacht voor examentraining in de lees- en luistertaken. Zo kom je er wel!
Alle thema’s zijn op dezelfde manier opgebouwd. Ze bestaan altijd uit vijf taken. Deze taken zijn flexibel. Ze zijn thematisch met elkaar gelinkt, maar je kunt ze ook los van elkaar uitvoeren. In de volgorde die jou het beste past. En op je eigen niveau.
wri ti
TO G
A2/B1
ET
/B2
TA S K
readin
g
HE WO R KIN G E L RW I TH C O L
aking
1
spe
/B
TA S K
THEME
B1
A2
A2/
/B2
S
B1
UE
2/
TA ng SK
AG
TA
A
li
ing n e st SK
A2/B1
TA S K
c o nve r s a t i o n
I n d a il y l i f e
At w o r k
Om een taal goed te kunnen leren, moet je ’m van A tot Z bestuderen en zoveel mogelijk in de praktijk brengen. Je moet veel zelf doen, maar DoorEngels ondersteunt je in alles wat je doet met Language support:
hulp bij het correct schrijven, spreken en gesprekken voeren in het Engels vertalingen van woorden Nederlands-Engels of Engels-Nederlands, in een zin zodat je ziet hoe het woord gebruikt wordt handige zinnen om je geschreven en gesproken teksten snel op een hoger niveau te brengen ondersteuning bij het lezen en luisteren en voorbeelden van teksten die je zelf moet kunnen schrijven
Theme
Dealing with complaints Complaints happen every day. And usually for a good reason. Some complaints are easy to solve, others are not. But in every case, it is important to handle the complaint properly. You can do this by listening and reading carefully what the problem is and offering your apologies and a possible solution in a personal conversation or by writing an apology letter. And be thankful that the problem was brought to your attention, because ‘You can’t fix it, if you don’t know it’s broken’ …
DE
IN L AL P M
G EM AI WI T N E TS H Task 26 Task 27 Task 28 Task 29 Task 30
Reading a letter of complaint - B1 Listening to a complaint - B1 Writing an apology letter - A2 Briefing a colleague on how to handle a complaint - A2 Handling a complaint in a conversation - A2
DEA
L
Dealing with complaints - Writing an apology letter 
A2
Task 28 A2
Writing an apology letter Saying sorry for something that went wrong sounds obvious. But for many people and companies offering an apology is not easy. Still, if you want to keep your customer, client or patient, it is important. Apologies are often not enough, though. Many complaints require a solution or compensation. Writing an apology letter shows your customer, client or patient that you take them seriously. And that you are willing to go the extra mile to make them happy again.
6
Writing an apology letter
You will learn:
• • •
how to write a personal message. how to write a short message dealing with an urgent situation. how to understand an email.
Language support:
• • • • •
Vocabulary in daily life (28) How to use if-clauses How to apologise How to show understanding How to offer solutions
To: info@ristorantebellaitalia.com From: jason_vienna@home.com Subject: Complaint “(…) Last Saturday my family and I had dinner at your restaurant. An hour after we’d arrived home, four of us were seriously sick. We suffered from vomiting and stomach cramps and had to call on our GP’s weekend service. She concluded that we’d eaten something bad. I am considering a formal complaint to the Food Standards Agency. (…)
To: jason_vienna@home.com From: info@ristorantebellaitalia.com Subject: Reply “(…) We were very sorry to hear about you and your family being sick after a visit to our restaurant. We offer you our sincere apologies if this was due to something you ate here. At the moment, we are investigating the possible cause by inspecting all our foodstuffs. If you email us a copy of the bill and your bank account details, we will fully refund you for the dinner. (…)
TIP When you receive a complaint from a client, patient or customer, it is important to show understanding and think in terms of solutions. After all: you don’t want to lose this client. You want to restore the relationship as best you can.
7
Dealing with complaints - Writing an apology letter
Exercise 1
A2
Thinking of replies to complaints
Work in groups of three or four. Read the emails and the tip. Now discuss what kind of reply you could give in the following situations. Make notes of possible replies. Afterwards, compare your notes with one of the other groups. 1
You work at the service desk of an online store. A customer bought a new laptop in your online store. When unpacking, she discovered the screen was cracked. She’s contacting you via the online chat.
2
You work in a toddlers’ day care centre. A mum comes in, complaining that she found a bruise on her baby’s arm when she bathed her the night before.
3 You are the office manager at a large consultancy firm. A client calls you to say your manager hasn’t arrived for their meeting. The client is irritated. Your manager is already 20 minutes late. 4 What other replies would have been fitting in the case of the sick family and the restaurant?
In daily life Of course, complaints and apologies don’t just appear in professional situations. Where people live together, things go wrong, either intentionally or by accident. Often, issues can be resolved by showing understanding, apologising or offering compensation.
To: pjanzons@home.com From: w.leeds@gmail.com Subject: noise nuisance Dear Mrs Janzons, This morning, I found your note about the party I gave last night. You wrote that your husband is seriously ill and has to rest for many hours a day. And you said you tried to call, but we didn’t answer the phone. I can understand how our loud music kept your husband awake. This was not my intention. I am really sorry to hear about your husband’s illness and I want to apologise for the fact that I failed to warn you and other neighbours in advance about the party. Next time I will certainly let you know if I am planning anything that may cause a noise nuisance, but of course I will try to keep any noise to a minimum. For instance, I would keep the volume down and close doors and windows. And you can always come to the house and tell me if anything is disturbing you or your husband. I realise that this email does not solve last night’s problem, but I promise to be a better neighbour in future. Please offer my best wishes to your husband. If there’s anything I can do to help you, please let me know. Kind regards, William
8
In daily life
Exercise 2
17 | 18 | 19
Learning new phrases
Study the Language support. The following phrases are from William’s letter. Choose whether they are about: apologising, offering solutions or showing understanding. Apologising
Offering solutions
Showing understanding
1 This was not my intention. 2 I realise that … 3 I promise to … 4 I can understand how … 5 I want to apologise for … 6 I am really sorry to hear … 7 Next time I will … 8 If there’s anything I can do …
Exercise 3
28
Learning new words
A Study the Language support. Read the following sentences. Choose the word that corresponds with the Dutch translation in the brackets. There are two extra words. Choose from: bother, certainly, compensation, delivery, immediately, inform, in future, keep down, kind, neighbour, reason, noise 1 We will
(onmiddellijk) take action and deal with your complaint.
2 The woman next door is a very friendly
(buurvrouw).
3 She knows she should apologise for the mistake in 4
(In de toekomst) please make sure you warn me in time.
5 It is really no 6 We
(levering).
(moeite/probleem) to come and help you tomorrow. (absoluut) had no idea that this would trouble you so much.
7 I’ve never thought he was a
(vriendelijke) person, have you?
8 We must be sure that they have no
(reden) to return the goods.
9 From 11pm onwards we promise to
(beperken) the noise.
10 May I offer you this voucher by way of
(vergoeding)?
Write down the two extra words. Translate them.
9
Dealing with complaints - Writing an apology letter
A2
B Make sentences with the following words. They are all words you can use when dealing with a complaint. 1 (to complain about) 2 (to accept) 3 (to return) 4 (service) 5 (as soon as possible) 6 (unhappy)
Exercise 4
Learning new phrases
17 | 18 | 19
Study the Language support. React to the following complaints. Use the instruction in the brackets. Use different phrases. 1
I was very disappointed with the quality of the product. (show understanding)
2
My mother was left waiting in her wheelchair for 20 minutes before someone responded to her call. (apologise)
3 The pizza we ordered was cold when it arrived. (show understanding)
4 Your receptionist was very rude to me when she cancelled my appointment. (offer a solution)
5 The order was late, so I had to find another pair of shoes for my wedding. (apologise and offer a solution)
6 I had to call your office five times before I got through to the person I needed. (show understanding)
7
I was expecting a clearer explanation of why you turned down my application. (apologise)
10
In daily life
Exercise 5
13
Learning how to use If-clauses
A Study the Language support. Fill in the correct form of the verb in the brackets. 1 If it
(to rain), the streets get wet.
2 If you lie now, you
(to be) sorry later.
3 If I find the time, I
(to help) you.
4 Peter 5 We to us.
(to go) on a holiday, if his wife (to give) you a refund, if you
6 If you have a complaint, we 7 If you cancelled flight.
(to return) the product
(to react) as soon as possible.
(to fill in) the form now, we
8 Sarah
(to feel) better.
(to refund) you for your
(to say) it’s okay, if John apologises for his stupid remark.
B Work with a partner. Fill in the missing part of the sentence. Use your imagination. 1 If the door is locked,
.
2 If she finds someone’s phone in the street, . 3
, I will tell you what to do.
4 If my teacher smokes one more cigarette in class, . 5
, if you can’t find a room very soon.
6
, if I don’t go to work next week.
7 If you cannot accept this solution,
.
8 I will not accept your apologies,
.
11
Dealing with complaints - Writing an apology letter
A2
https://www.facebook.com/XanderBex
facebook Stupid me
Xander Bex
Two days ago I posted a message about a lady who – so I then thought – had stolen a box of chocolates and a bottle of ginger ale from our local supermarket. When I saw her put these items in her bag, I took two pictures with my phone and posted them on my Facebook timeline. I also asked you and all my other FB friends to share this post as often as possible, so the lady would be forced to return the items to the supermarket or to go and pay for them. I am now very sorry that I did this. The post went viral and at first, I thought this was great. But after a couple of hours I received a personal message from the lady’s daughter. She wrote that she was in tears over my post and asked me to call her, which I did. She then told me that her mother (Mrs Z) suffered from Alzheimer’s and that she normally does not go out alone. This particular time, Mrs Z had left the house when her husband was in the garden. She had taken her handbag, but was without her coat. She found her way to their local supermarket, but had no idea what to do next. She put the items in her bag, not intending to steal them, but the routine of paying had gone from her memory. Of course, I felt awful and immediately removed the post. I told her I could see how this message must have hurt her and her family and I apologised. I said I hadn’t realised that this was the case and that I would never have done this if I had known. I also want to apologise here on Facebook, because what I did was thoughtless and stupid. I should not have done this and will certainly never do it again, because you simply can’t know the full story behind people’s actions. I would like to ask you all to remove the post from your timelines if you have shared it. This morning I brought Mrs Z some flowers and told her how sorry I am in person. She was happy with the flowers but didn’t quite understand why I had brought them. Her daughter, who was there as well, smiled and told me that, in this case, it was just as well that her mum didn’t remember everything.
12
In daily life
Exercise 6
Reading a Facebook post
Read ‘Stupid me’ and choose the best answers. 1
Why did Xander post the photos of the ‘stealing’ lady according to the text? Because he wanted to let his friends know what he had seen. Because he wanted the lady to go and pay for the articles. Because he wanted to help the supermarket owner.
2
Why was it not so great after all, that the post went viral? Because he had to call the lady’s daughter. Because he received a distressful message from the daughter. Because he had hurt the woman’s daughter and family.
3
Why did Mrs Z put the shopping items in her handbag? She was planning to pay for them later at the cash register. She’d forgotten how to shop and pay in supermarkets. She thought her husband would come and find her later.
4
With which phrase does Xander apologise for the first time? Of course I felt awful. I am now very sorry that I did this. – I then thought –
5
Which sentence/phrase indicates that he understands the family’s pain? I said I hadn’t realised that this was the case. … because what I did was thoughtless and stupid. I told her I could see how … must have hurt …
6
Xander also apologises on Facebook. What is his main message? You never know the truth behind what you see. I have been stupid and removed the message. I should have removed the message earlier on.
7
How does Xander make up for his mistake? He apologises to the daughter and her father in person. He visits the lady at home and apologises to her personally. He asks his Facebook friends to apologise and remove the post.
Exercise 7
Writing an apology message
Like Xander, you have unjustly accused someone of something on social media. Think of an accusation and write an apology. Use about 150 – 200 words. Need inspiration? You have accused a ‘Perry McCloud’ on social media of cyberstalking. You posted a message in which you told everyone that he had been bothering and stalking you. After Perry contacted you, you realised that you had confused the names. The stalker’s name was Gerry McCleod.
13
Dealing with complaints - Writing an apology letter
A2
At work In this task you have seen how people can react to a complaint in everyday life. Companies and other organisations often have a special team that deals with complaints from customers, clients or patients. Now it is your turn to practise responding to a complaint in a professional situation.
Language support:
• • • • • • •
Vocabulary at work How to admit (to) something Vocabulary in daily life (28) How to use if-clauses How to apologise How to show understanding How to offer solutions
Step 1 You are working in your future job. There is a complaint from a customer/client/patient. Your manager asks you to respond in writing. Think of or find a complaint that may (regularly) occur in your future line of work. You can also choose a complaint you came across during your work placement.
TIP You can use the internet and search for ‘common consumer complaints’, ‘complaints in tourism and hospitality’, ‘common complaints in healthcare’, etc.
Step 2 Study the complaint and think of what you could write in your reply. What solution can you offer? Make a few short notes.
Step 3 Remember that your manager will want to keep the customer/client/patient on board in the future. Write a reply to the complaint in which you apologise, show understanding and offer one or more solutions. Use approximately 200 words.
14
At work
Step 4 Evaluation Has your goal been accomplished? Have your teacher or a classmate review your work. Is the answer ‘yes’ to all criteria? Then you’ve accomplished your goal. Yes 1
No Explanation
You were able to understand the complaint and find the heart of the problem.
2 You were able to find a solution for the complaint. 3 You were able to politely apologise and show understanding in your reply to the complaint.
Also use the rubric on page 40 to evaluate your letter of apology.
15
ThemeÂ
Applying for a job Are you ready for the world of work? You have probably worked parttime side jobs and done vocational training, so you are pretty well prepared. Now it's time to find the perfect job, at the perfect company. Practising your application skills can mean the difference between getting just a job or landing the job of your dreams.
Task 31 Task 32 Task 33 Task 34 Task 35
Reading a job advertisement - B1 Finding the right company - B1 Writing a letter of application - A2 Pitching yourself - A2 Acing a job interview - A2
Applying - Reading a job advertisement 
B1
Task 31 B1
Reading a job advertisement Searching for and reading job advertisements is often the first step towards finding a job. It is important to read them closely and understand what they say. You can only write a good letter of application and have a great job interview if you really understand what the job entails.
18
Reading a job advertisement
You will learn:
• • •
how to read, understand, and find relevant information in various types of advertisements. how to write a short response to an advertisement. how to discuss your response to an advertisement with others.
Language support:
• • •
Vocabulary in daily life (31) How to use verbs like can, could, may, be allowed to, be able to How to scan a text
Job Vacancy: activity instructor / group leader Apply now for the best job in the world! Have you always dreamt of working in the outdoors? As an activity instructor/group leader for ActivAdventures, you’ll share your love of the outdoors with our young guests and their parents. You'll meet lots of new people, and learn new skills. As the face of our organisation, you’ll organise activities and entertainment, doing everything to make sure your groups will love staying with us. No everyday job can compare!
Skills Previous experience is not essential, but you are expected to take our introductory course to gain the necessary skills and knowledge. Our activity instructors/group leaders are enthusiastic, energetic and curious. Your schedule will be fun, frequently busy, and challenging. The ideal candidate has a talent for customer service and excellent organisational and communication skills. Key responsibilities and development This job combines the role of activity instructor, who looks after our guests during outdoor activities like biking and climbing, and the role of group leader, who organises entertainment, manages group visits and works with teachers. Together these jobs will teach you plenty of useful skills. In addition, we offer one-week training courses for job-specific training and nationally recognised qualifications. When you pass, you’ll be transferred to one of our centres. Advancement opportunities At ActivAdventures, we encourage you to set personal career goals and continue to develop your skills, knowledge and experience. We offer a number of different development opportunities to help you to get where you want to be. As activity instructor/group leader, you may choose to move on to a role with specific qualifications, like a canoe guide or bouldering instructor, or to a more everyday role, such as guest care manager or team leader. What we offer At ActivAdventures, we offer you a competitive wage that depends on a number of factors: age, role, location, work hours, qualifications and experience. We also offer a food and accommodation package for employees who have to stay near one of our centres due to their work hours or duties.
19
Applying - Reading a job advertisement
Exercise 1 1
B1
Reading a job ad
Read ‘Job Vacancy’. Would you like to have “the best job in the world”? Discuss the vacancy with your classmate. Name three things you like about this job and three things you don’t like about it.
In daily life Advertisements are everywhere. They are used to offer us something, like a job, a movie, or a cleaning product, and tell us about the features that make it special. With short advertisements, you know right away if you want what’s on offer (or not!). Other advertisements, like job vacancies, can be quite long, so you need to know how to quickly find the information that you’re looking for.
Your Perfect Holiday Home! No summer plans yet? Our four fabulous Italian holiday homes offer something for everyone. Call us now and we’ll help you find suitable accommodation! Beach hut This cute cottage is located just a ten-minute walk from the popular golden beaches of the Italian south coast. It’s a fifteen-minute walk past a number of campsites to the nearest village with a supermarket and an internet café. The cottage has a fully functional kitchen, a hot shower, one double bed and two single beds. Only €350/week in July and August, €250/week in May, June and September Available dates: High season (July, August): 4 – 21 July, 10 – 19 August Contact: Jacopo Scialfa, j.p.scialfa@italiahomes.net
20
In daily life
Mountain home Get used to living with your head in the clouds in this rustic mountain cottage. Enjoy beautiful hikes through the valleys and across the peaks of the Apennines, such as the popular Glacier Lake Trail. Be careful, though – the water is freezing, even in summer! The cottage has a hot plate and a small fridge, as well as two twin beds and a hot water shower. No Wi-Fi. It’s a half-hour drive to the nearest town and supermarket. Only €265/week in July and August, €200 in May, June and September Available dates: High season (July, August): 4 – 22 July, 3 – 14 August Contact: Clara Biasolo, biasolofam@mail.it
Lake house Enjoy family dinners on the balcony and long swims in the natural lake, which you’ll share with the guests from the caravan park nearby. This cottage has a cold shower for cooling off on those hot summer days, a kitchen and three double beds. It’s a five-minute walk to the nearest town, where you’ll find an internet café and a supermarket. Please consider that there’s no Wi-Fi here, so turn off your phone and relax! Only €325/week in July and August, €300/week in May, June and September Available dates: High season (July, August): 1 – 20 July, 6 – 13 and 24 – 30 August Contact: Mohammed Yildiz, lakehousereservations@mail.it
City apartment Enjoy the convenient location of a big city as well as a relaxing holiday atmosphere at this stunning apartment in the city centre. Indulge in some retail therapy, explore the fabulous nightlife nearby and spend lazy mornings sunbathing by the pool and chatting with your neighbours. This apartment has a fully functional kitchen, one double bed and two single beds, a bath and a hot water shower, Wi-Fi and television. The nearest supermarket is around the corner. Only €400/week in July and August, €345/week in May, June and September. Available dates: High season (July, August): 23 – 28 July, 16 – 19 August Contact: Jaime Rizo, j.riz@mail.it
21
Applying - Reading a job advertisement
Exercise 2
B1
2
Scanning advertisements
Study the Language support. Scan the advertisements in ‘Your Perfect Holiday Home!’. Spend no more than ten seconds looking at each advertisement, then choose which features each holiday home has. Internet access
Close to a supermarket
Hot shower
Opportunity to swim
Located in a quiet area
Beach hut Mountain home Lake house City apartment
Exercise 3
Reading advertisements
Read ‘Your Perfect Holiday Home!’ on page 20 again. You, your brother, his wife and your niece and nephew want to go on holiday in the high season, between 5 and 19 July. You don’t want to pay more than €700 for your stay. You like swimming, whether it’s in a lake, a pool or the sea. You want to check your email from time to time during your stay, and you’d like to stay close to other families so your niece and nephew have some playmates. Which accommodation should you choose? Explain your answer.
Beach hut Mountain home Lake house City apartment
Because:
Exercise 4
31
Learning new words
Study the Language support. Fill the gaps with the correct words. Choose from: challenging, consider, convenient, expect, feel at ease, flexible, generally, location, main, nearby, required, responsible, schedule Hello! I’m Amelia, and I work as a volunteer at the animal shelter. I’m (1) the well-being of the animals. I do my best to make them (2) (3)
, they feel at home very quickly. But it can be (4)
for at the shelter. if
they have been treated badly by their owners. It makes me really sad to see that some people don’t (5)
the needs of their pets at all. My (6)
responsibilities are feeding all the pets and cleaning their cages. 22
In daily life
We have a great (7) parking garage (8)
. It’s close to the train station, and there is a big . This is (9)
We volunteers have a regular (10)
for our customers. , but the shelter has (11)
opening hours. If you are leaving your pet with us, we (12) by phone. You can (13)
an appointment
us to take good care of your pet. They are in good
hands!
Exercise 5 A
Learning to express ability, possibility and permission
Study the Language support. Look at the sentences. What is the function of the underlined verbs? Multiple answers may be correct. 1
He left the window open at night, so mosquitoes may have got into the house. Saying something is possible Saying something is allowed Saying something is impossible
2 Can you run as fast as I can? Talking about an ability Asking permission Making a request 3 I can’t see you tomorrow, but we could meet on Thursday. Saying something is certain Saying something is possible Saying something is allowed 4 Could we use the swimming pool, please? Making a request Asking permission Making an offer 5 You can’t swim here. It says so on the sign. Saying something is impossible Saying something is not allowed Saying something is uncertain 6 My boss said I’m allowed to bring my dog to work tomorrow. Talking about an ability Saying something is permitted Saying something is possible 7 I’m not able to remember that much information. Saying something is uncertain Saying something is impossible Saying something is not allowed 8 You may have as many sweets as you like. Saying something is probable Making an offer Saying something is allowed
23
19
Applying - Reading a job advertisement
B1
B Choose the correct verbs. Multiple answers may be correct. 1 I’m not sure if I can / am able to / may help you. 2 You may / are allowed to / are able to put your feet on the table. 3 How am I allowed to / can I / am I able to help you? 4 In the regulations, it says we are allowed to / are able to / can bring our dog along to the holiday home. 5 The hot plate in the kitchen can / could / is able to be used to heat up your food. 6 They may / could / can play the guitar very well, because they’ve practised a lot. 7 I assured her she is allowed to / may / is able to come and go as she pleases. 8 Driving on narrow mountain roads while it’s raining could / is allowed to / can be very dangerous.
Exercise 6
Writing a short message
Read ‘Your Perfect Holiday Home!’ on page 20 again. Now that you’ve picked a house where you’d like to stay this summer, you have a few questions that you’d like to ask the owner before you place the booking. You are travelling in a big car with your brother, his wife, your niece and nephew and your dog. Using the description of the house you picked in exercise 3, think of three questions you’d like to ask the owner. Compose a short message. Use a verb that expresses ability, possibility and permission in each question.
Vo lu n t e e rs wa n t e d ! At the Dutch Centre for Asylum Seekers, we are always looking for motivated and dedicated volunteers. At the moment, we are looking to fill the following positions.
Become a buddy! As a buddy, you’ll help an asylum seeker in need of some extra attention, structure, and social contact feel more at ease in their integration process. You’ll meet with them several times a week to practise speaking and writing in Dutch and introduce them to Dutch culture. Show them how to use public transport, organise a football match with other buddy couples or help them look for a job. We expect you to be available for at least two days a week, at flexible hours. Dutch speaking skills required.
Become a lunch volunteer! If you like making healthy, easy and quick meals, become one of our five lunch volunteers! You may choose your own recipes, but the menu must always include a vegetarian option. You’ll also need to do the grocery shopping, serve the food to the members of the centre in our canteen, and clean up afterwards. We expect you to be available for two days a week, from 11:30 a.m. to 2:00 p.m.
24
In daily life
Become an intake volunteer! As an intake volunteer, you’ll assist new clients in the early stages of the asylum seeking process. Your job will be to assess the needs of every individual or family arriving at the centre. You'll check whether they are eligible to receive help from the Centre, and guide them through the intake process. You’ll make sure your clients understand what to expect from life in the Netherlands and from us. Also, you’ll manage our digital records, making sure they’re secure and accurate. We expect you to be available for at least one day a week, from 9 a.m. to 4 p.m. (approximately).
Become a communication volunteer! If you enjoy talking to people from all over the world, join our communication volunteer team! You will have varied and flexible duties. For example: such as helping out clients with making phone calls, filling out forms, or looking things up on the computer. It’s important that you work quickly and precisely. You’ll also help them with printing, scanning, typing documents and sending emails. And you'll show clients where to find the information they need in the Centre. We expect you to be available for two days a week, from 10 a.m. to 3 p.m. If you are interested in applying for one of these positions, please send an email to Jules with the following info: which days of the week you are available and what makes you qualified for the position. We are looking for English- and Dutch-speaking volunteers; ideally, Arabic as well. We look forward to meeting you!
Exercise 7
Reading ads for volunteer work
Study the Language support. You’re interested in doing some volunteer work with asylum seekers this summer. Scan ‘Volunteers Wanted!’ and answer the following questions. Multiple answers may be correct. 1
You’d like to volunteer on Tuesdays and Fridays, after dropping off your children at school at 9:15 a.m. and before picking them up again at 3:30 p.m. Which job is the most suitable? £ Buddy £ Lunch volunteer £ Intake volunteer £ Communication volunteer
2
Which job requires you to go out regularly? £ £ £ £
3
Buddy Lunch volunteer Intake volunteer Communication volunteer
Which job requires good computer skills? £ £ £ £
Buddy Lunch volunteer Intake volunteer Communication volunteer
25
2
Applying - Reading a job advertisement
Exercise 8
B1
Reading and comparing texts
Read ‘Volunteers Wanted!’ on page 24. Read the emails below. Highlight the information in the email that makes the candidate suitable for the job they are applying for. Underline the information that makes them unsuitable. 1 To: info@asylumseekers.nl From: j.straatman@mail.nl Subject: application communication volunteer Dear Jules, My name is Julia and I’d like to become a communication volunteer at the Dutch Centre for Asylum Seekers. I've been working as a receptionist at an international company for several years now. I am used to welcoming foreign clients and holding conversations in English. I am also used to helping people find their way around a building. I’m used to working with printers and scanners and I know my way around a computer. However, having to find correct information sometimes stresses me out (especially when it’s at short notice!). It is a skill I’d like to improve. That’s why being a communication volunteer would also be a great learning opportunity for me. I like getting to know people from other cultures, and I hope I can make it easier for them to begin their lives here in the Netherlands. I am free every Thursday, so I could work for you then. Best wishes, Julia Straatman 2 To: info@asylumseekers.nl From: bafati_rahim@mail.nl Subject: application buddy Dear Jules, I read on your website that you’re looking for people to hang out with asylum seekers who are new to this country. As I moved here three years ago, I understand how important it is for them to find work and friends. At at the same time they have to figure out things like the post office, the bus network and taxes! That’s why I’d like to become a buddy. I speak English and Arabic fluently, but my Dutch is not that good yet. I can work for you on Mondays and Fridays, between 9 a.m. and 4:30 p.m. Let me know what you think. Best, Rahim Bafati
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In daily life
3 To: info@asylumseekers.nl From: lienvermeulen1991@mail.nl Subject: application lunch volunteer Dear Jules, I saw that you’re looking for people to cook for the asylum seekers at lunchtime. I work as a waitress in my parents’ restaurant six days a week, so I could help you out on my day off. I know a thing or two about serving food to lots of people. I know a couple of quick dishes to make with fish, meat, tofu or vegetables. I don’t know if I’ll have time to get the groceries on the day itself but I can probably take some leftovers from our restaurant with me. By the way, I’m an expert at doing the dishes. I am fluent in Dutch and English – no Arabic though. See you soon, Lien 4 To: info@asylumseekers.nl From: robert_nguyen@mail.nl Subject: Vacancy for intake volunteers Dear Jules, My name is Robert Nguyen and I am 67 years old. I live close to the Dutch Centre for Asylum Seekers. I go for a walk every day and always like to chat with your clients then. I thought it might be nice to help you out and get closer to the people who visit there. Ever since I retired I have missed the structure of a daily routine! I worked as a police officer so I’m used to helping people. I know all about the rules and laws we have here in the Netherlands which makes me the perfect person to talk to them about life here. I was never very good with computers, though, so it may take me a while to get the hang of the digital records system. I don’t speak Arabic but my English is pretty good. I can work whenever you need me to, even three or four days a week. With best regards, Robert Nguyen
Exercise 9
Talking about your suitability for a job
Pair up with another student and discuss your answers to the previous exercise. Ask each other: – Which of these jobs you would be suited for and why. – Which of these jobs you would not be suited for and why.
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Exam practice Applying - Reading a job advertisement
B1
Exam practice You want to work abroad as a volunteer. You come across the following text online. Read the text. There are five questions about this text.
Home
About us
Our work
Contact us
Trail team volunteers wanted for projects in Iceland We have created this site to bring you news about our volunteer projects in Thingvellir National Park. As well as an outline of our summer programme, the site includes information for volunteers taking part and details about how to get involved. The Thingvellir trail conservation programme is coordinated by Iceland’s environment agency, Umhverfisstofnun. Our work The work we do can be divided into two main parts: trail maintenance and erosion control. The trail maintenance work involves a huge variety of practical tasks including improving drainage, building steps with timber or stone, resurfacing trails with gravel and installing signs. Hand tools including rock bars and stone carriers are used for much of the work but machinery is brought in to support the teams where access allows. Our volunteers work alongside staff from the Forest Service who cut timber for the trail construction tasks. Trail marking is an important part of our work as it helps to prevent damage to fragile areas and improve safety for visitors. Way-markers for the trails are made on site from locally sourced timber. Our trail team placements are an opportunity to get to know this amazing area and play an important role in helping to preserve and protect it. Costs There is no participation fee. Our volunteers pay their own travel costs to Iceland and join their team at the base camp in Thingvellir. Volunteers are also responsible for arranging travel insurance for the duration of the placement. Throughout the placement, food, transport and campsites are provided. Please note that participants cover their own costs if they leave the project area during their free time. Work times Our volunteers work from Monday to Friday and the working day normally runs from 09.00 to 18.00. However, this schedule can vary due to the nature of some of the projects. Participants must also be prepared for some flexibility in these working hours due to Iceland’s changeable weather. Worksites are generally a 15-45-minute walk from the camps. Equipment Gloves and waterproofs for work are provided as well as any additional safety equipment that is required during the work tasks. Participants need to bring their own personal equipment and it is very important that our volunteers are well-prepared. Essentials include: waterproofs and warm clothes to wear outside of work, hiking boots, and a sturdy tent that you are able to carry when hiking. Food Food is provided throughout the placement (including weekends). It is important that participants inform us about special dietary requirements before their placement, as food is often organised ahead of the projects. Volunteers take part in food preparation and all other domestic tasks at the camps. Facilities Our volunteers are based at the Thingvellir volunteer camp. Facilities are basic and include toilets, showers, an outdoor kitchen and a group tent for meals. We also have a small hut at the camp which provides an indoor space for the group during the evenings. Travel Our volunteers organise their own travel to the meeting point at Thingvellir bus station, where they will be met by our team leaders. Insurance Participants organise their own travel insurance for the duration of the placement. 28
Applying Exam- Reading practice
Read the questions. Choose the right answers. 1
According to the text, you will sleep in your own tent throughout the placement. Choose ‘Yes’ or ‘No’. Yes No
2
According to the text, one of the main duties of the volunteer trail construction is cutting timber. Choose ‘Yes’ or ‘No’. Yes No
3
The text states that the weather in Iceland can change quickly from good to bad. Does this mean that you can only work when the weather is good? Choose ‘Yes’ or ‘No’. Yes No
4
What is said about food? You can sign up to become a cook for the volunteer team. If you’re allergic to something, you should let the organisers know when you arrive. You have to pay for your own meals if you leave the project area.
5
What is said about travel and insurance? The organisation will help you to book your plane ticket to Iceland. Travel insurance is provided by the organisation. You will meet the team leaders in Thingvellir.
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Applying - Reading a job advertisement
B1
At work In this task you have learnt how to read, understand, and find relevant information in online advertisements. You have also learnt how to write a response to an advertisement, showing others that you have understood the contents and how they match up with your preferences and abilities. Now you’re going to write a response to an actual job ad, in your (future) line of work.
Language support: • • • •
Vocabulary at work Vocabulary in daily life (31) How to use verbs of ability, possibility and permission How to scan a text
Step 1 Go online and look up an English vacancy in your line of work that matches your interests and (future) skills. You can use search terms like “work opportunities abroad” and specify what you’re looking for (e.g. nursing, construction, health administration, etc.). Good websites to use are https://jobs.goabroad.com/, https://www.workingabroad. com/, and https://www.prospects.ac.uk/jobs-and-work-experience/working-abroad.
Step 2 Once you’ve found a vacancy that matches your interests, skills and line of work, scan the text and note down the most important points. These could include: – the salary – the required years of experience – the duration of the project – visa requirements – insurance – etc.
Step 3 Write a text of no more than 400 words in which you explain why you are interested in this job and why you would be perfect for it. Include the vacancy you are responding to, so the reader can see if your response matches the requirements of the vacancy. You can look at step 4 to see the requirements your letter needs to meet. Tip 1: use your notes to structure your text, listing the important points in the same order as they occur in the vacancy. That way, it will be easier for the reader to see how much you have in common with the role. Tip 2: using (modal) verbs can make it easier to help you talk about your abilities, make requests, and saying that you’re certain or uncertain about something.
30
In practice
Step 4 Hand in your letter to your teacher or a classmate. Ask them to give you feedback. They can use the form below: Yes 1 I can tell the student has understood the job advertisement. 2 The student has selected the correct main points from the text. 3 The student has written a fitting response, matching the tone of the advertisement, and opened and closed the letter appropriately. 4 The student has made clear why they are a suitable candidate for this position.
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No
Working with Language support colleagues - Writing handover notes - A2
Language support: Vocabulary 28
Vocabulary: in daily life
Dutch
English
aardig, vriendelijk
She hasn’t been very kind to me.
absoluut
I certainly didn’t mean to hurt you.
accepteren
We did not accept their apology.
beperken
We must keep down the volume.
briefje
Please, leave a note on the whiteboard.
buurman/buurvrouw
This morning I met our new neighbour.
klagen over
I’m going to complain about the cold food.
levering
The delivery was late, again!
(iets) nalaten
If I fail to contact you in time, please call me.
nogal, tamelijk
It’s quite normal to say you’re sorry.
ongelukkig, niet blij
He was unhappy with my actions.
onmiddellijk
I immediately left the burning house.
overlast bezorgen, storen
I hope the party didn't disturb the neighbours
reden
Whatever reason did he have to do that?
service, dienstverlening
Their service is the best I’ve ever seen.
terugsturen, teruggeven
When will you return my car?
toekomst
I don’t think I’ll see you in the near future.
vergoeding, compensatie
We would like to offer you some compensation.
verwijderen
The police came to remove the wrecked cars.
zo spoedig mogelijk
I will be there as soon as possible/asap.
Theme Dealing with complaints Vocabulary: at work Dutch
English
aan de verwachtingen voldoen
to meet expectations
buiten werking
out of order
een klacht behandelen
to deal with / handle a complaint
een klacht indienen over
to file a complaint about
een klacht serieus nemen
to take a complaint seriously
ernstig beschadigd
severely damaged
fout, vergissing
mistake
gezond / ongezond
healthy / unhealthy
gratis, kosteloos
free of charge, for free
Het is onze schuld.
It is our fault.
Het spijt me u te moeten mededelen …
I am sorry to inform you …
het voordeel van de twijfel geven
to give someone the benefit of the doubt
hulpvaardig
helpful
in goede / slechte staat
in good / bad condition 32
Language support: Vocabulary
kapot, stuk; defect
broken; defective, faulty
klachtenbrief
letter of complaint
klagen over
to complain about
klantenservice
customer service
klanttevredenheid
customer satisfaction
klantvriendelijk
customer-friendly
met opzet, opzettelijk
deliberately, on purpose
met volledige garantie
fully guaranteed
misleidend
misleading
misverstand
misunderstanding
onbeleefd; onvriendelijk
impolite, rude; unfriendly
ongeduldig
impatient
op onze kosten
at our expense
per ongeluk
by accident, accidentally
per vergissing
by mistake, in error
recht hebben op
to be entitled to
repareren
to repair, to mend
restitutie, geld terug
to refund
ruilen; retourneren, terugbrengen
to exchange; to return
schadelijk / onschadelijk
harmful / harmless
tevreden / ontevreden over
satisfied / dissatisfied with
tot uw tevredenheid
to your satisfaction
verantwoordelijk voor; aansprakelijk voor
responsible for; liable for
vervangend product
replacement product
Wij verontschuldigen ons voor het ongemak.
We apologise for the inconvenience.
zoals afgesproken
as agreed
31
Vocabulary: in daily life
Dutch
English
toegang
They gave me access to the personnel files yesterday.
ongeveer
The area measures approximately 2,000 square kilometres.
voordelen
There are lots of benefits to living on the beach.
uitdagend
She wants a challenging job that keeps her busy.
overwegen
We may consider taking the dog along.
handig
The city centre is a convenient place to meet.
ontwikkelen
He’s trying to develop his computer skills.
door, vanwege
Due to bad weather, the swimming pool is closed today.
aanmoedigen
I encourage you to go see the new Star Wars movie.
essentieel
In the mountains, good hiking boots are essential.
verwachten
They expect me to be there at 10 a.m.
je op je gemak voelen
I was nervous, but they made me feel at ease.
flexibel
She can come by today or tomorrow. She’s flexible.
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Working with Language support colleagues - Writing handover notes - A2
over het algemeen
Generally, there’s not that much traffic in the morning.
horen van
I hardly ever hear from her these days.
gelegen, geplaatst
The supermarket is located just around the corner.
locatie
We may have to move to another location.
hoofd-, grootste
His main duty is to put the canoes safely into the water.
leiden
She managed the team every day for a week.
dichtbij
The beach is nearby. We can walk there.
noodzakelijk
It’s not necessary to lock the door. We’ll be back soon.
buiten
We’re going hiking tomorrow. We love the outdoors.
meer dan genoeg
They have plenty of food left over from yesterday.
gekwalificeerd
He finally received his diploma, so he’s qualified to be an instructor.
reeks
They have a whole range of activities to choose from.
erkend
She is internationally recognised as a great artist.
vereisen
Driving in the mountains will require a lot of skill.
verantwoordelijk
You’ll be responsible for the dog while we’re away.
rooster, planning
He has a busy schedule. He works five days a week.
overstappen, overplaatsen We had to transfer from the plane to a bus.
Theme Applying Vocabulary: at work Dutch
English
aan de eisen voldoen
to meet the requirements
aangesteld/afgewezen worden
to be appointed/rejected
aanstelling, benoeming
appointment
aanstellingsbrief; afwijzingsbrief
letter of appointment; letter of rejection
arbeidscontract
contract of employment
baan opzeggen
to resign from a job
curriculum vitae
curriculum vitae; (US) resume
een 38-urige werkweek
a 38-hour week
een geschikte kandidaat
a suitable candidate
een sollicitatiegesprek voeren met
to conduct a job interview with
een tijdelijke/vaste baan
a temporary/permanent position
een vacature vervullen
to fill a vacancy
getuigschrift; diploma
certificate; diploma
in dienst nemen/hebben
to employ
kantoorpersoneel
office staff
kwalificatie
qualification
leidinggevend personeel
managerial staff / personnel
leidinggevende; ondergeschikte
superior; subordinate
ontslag nemen
to resign, give notice
opzegtermijn
(period/term of) notice
personeelszaken, HR
Human Resources, HR
persoonlijke gegevens
personal details
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Language support: Vocabulary
referenties
references
salarisverhoging
salary increase; rise
sollicitant; sollicitatie
(job) applicant; (job) application
sollicitatiebrief; sollicitatieformulier
letter of application; application form
solliciteren naar een baan
to apply for a job
stage lopen
do an internship/a work placement
stagiair(e)
intern; trainee
taken; verantwoordelijkheden
duties; responsibilities
tijdelijk/vast personeel
temporary/permanent staff
tussenjaar, sabbatical
gap year, sabbatical
vaardigheden; competenties
skills; competencies
vacatures
vacancies, job opportunities
verantwoordelijk zijn voor
to be responsible for; be in charge of
voltijd; deeltijd
full-time; part-time
vorige werkgevers
previous employers
werkervaring opdoen
to gain work experience
werknemer, medewerker
employee
werving en selectie
recruitment and selection
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Working with Language support colleagues - Writing handover notes - A2
Language support: Useful phrases 17
How to apologise
Het spijt ons enorm te horen …
We are very sorry to hear …
Wij bieden u onze oprechte excuses aan …
We offer you our sincere apologies …
Ik wil me verontschuldigen voor …
I want to apologise for …
Ik kan niet zeggen hoeveel het me spijt.
I can’t tell you how sorry I am …
Het was niet de bedoeling om …
It was not my/our intention to …
18 How to express understanding Wij begrijpen hoe/dat …
We can understand how/that …
Ik zie nu in dat …
I can see now how/why this …
Ik realiseer me dat …
I realise that …
U heeft absoluut gelijk als u zegt dat …
You are absolutely right in saying that …
19 How to offer solutions We willen u graag … aanbieden.
We would like to offer you …
We kunnen dit oplossen door …
We can solve this issue/problem by …
Ik kan u verzekeren dat …
I can promise you that …
We zullen alles in het werk stellen om …
We will do everything we can to …
De volgende keer zullen wij …
Next time we will …
20
How to admit to something
Sometimes it may be necessary to admit that you (as a company) have made a mistake. This is often the best way to make your complaining client more willing to accept what has happened and to accept your solution to the problem. Look at the following examples: We realiseren ons dat we u teleurgesteld hebben omdat de bestelling niet op tijd bij u geleverd is.
We realise that we have let you down because the order didn’t reach you in time.
Helaas had ons klantensysteem een storing waardoor we uw vraag niet konden behandelen.
Unfortunately, our client services system was down at the time and we could not deal with your request.
Ons keukenpersoneel is het met u eens dat de kip niet goed gegrild was door een kapotte oven.
Our kitchen staff agree that the chicken was not grilled properly, because of a faulty oven.
Het was helemaal mijn fout dat meneer Peterson niet op tijd was voor de vergadering. Ik heb de afspraak niet in zijn agenda gezet.
It was entirely my fault that Mr Peterson didn’t arrive in time for the meeting. I failed to put the appointment in his office diary.
36
Language support: Vocabulary Grammar
Language support: Grammar 13
How to use If-clauses
If-clauses are used to talk about things that can happen if something else happens too. Example: If you run fast, you will get there in time. Explanation: running (fast) is a condition (voorwaarde) for getting there in time. There are several forms of if-clauses with different meanings. We describe the most important ones. Form
Examples
If + present simple, present simple (general truth)
If it rains, the road gets wet. If you heat ice, it melts. If you mix black and white, you get grey.
If + present simple, will + infinitive (this is going to happen)
If you try harder, you will win the match. If you call my mum, she will tell you everything. If you touch the stove, you will burn your fingers.
If + past simple, would + infinitive (this might still happen, but doubtful)
If you worked harder, you would win the match. If you called my mum, she would tell you everything. If you touched the stove, you would burn your fingers.
If + past perfect, would have + past participle (it could have happened, but it’s too late now)
If you had worked harder, you would have won the match. If you had called my mum, she would have told you everything. If you had touched the stove, you would have burned your fingers.
In all these sentences you can change the order of the main sentence and the if-clause. Example: You would have burned your fingers, if you had touched the stove. These sentences can also occur as negatives and / or questions. Examples: If you don’t touch the stove, you won’t burn your fingers. If I touched the stove, would I burn my fingers?
The examples in the table above are made with ‘will’, ‘would’ etc. Different variations, with different auxiliaries (hulpwerkwoorden) are possible. Look at the following examples. 1 2 3 4 5
If you go now, you may get there in time. They might be disappointed, if I don’t go to their dinner party. If you touch the stove, you can burn your fingers. If you had trained harder, you could have won the game. If I hadn’t told you about this, you might never have heard of it anywhere else.
The difference between if and when Look at the following sentences: 1 If he comes, I will ask him about his new job. (I don’t know if he will come.) When he comes, I will ask him about his new job. (I know that he will come.) 2 If I go to the supermarket, I will buy some fruit. (I don’t know if I’ll go.) When I go to the supermarket, I will buy some fruit. (I will go.)
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Working with Language support colleagues - Writing handover notes - A2
19 Verbs of ability, possibility and permission Can, could, may, to be allowed to and to be able to are (modal) verbs. We often use them when writing advertisements or responding to them. We need them for asking for permission, making an offer or a request, or talking about our abilities. In addition, we use them to say that we believe something is possible, probable, or certain – or not! We use can in many different ways: Asking for permission Can I have this? Making an offer I can give you the rest tomorrow. Making a request Can you help me? Talking about an ability I can swim five kilometres. Saying something is possible We can pick it up tomorrow. Saying something is probable Take your raincoat. It can be very wet in the summer. Saying something is certain I can change your guitar strings for you. We use could instead of can to sound more polite when responding to a request, making an offer, or to say something is likely to happen. Asking for permission Could I use your bathroom? Making an offer I could help you set the table. Making a request Mr Johnson, could I have a word? Talking about a general ability in the past I could walk when I was two. Saying something is possible The weatherman said it could rain tomorrow. Saying something is probable It’s an old car, so it could break down. We use may to ask or say something in a polite way, or to say that something is uncertain. Asking for permission May I take my bike on the bus? Making an offer You may choose which flavour you want. Making a request May I have the last piece of pie? Saying something is possible Take an extra blanket, it may be cold up there. Saying something is probable You may find it easier to come to the meeting by train. We use to be allowed to when we ask for or give permission for something, and we know that it is probable or certain. Asking for permission Am I allowed to park here? Saying something is certain and not permitted Diving is not allowed in this pool. We use to be able to when we say that we are certain we can or cannot do something. Talking about an ability I haven’t been able to read the minutes yet. Saying something is certain She’s able to drive us to the concert tonight.
38
Language support: Vocabulary Strategies
Language support: Strategies & examples 2 Scanning Before reading a text, especially a long one, it’s important to ask yourself why you’re reading it. If you're searching for specific information, you use scanning. When scanning a text, you pay attention to certain words or expressions that have to do with the information that you’re looking for. For example, if you are looking for a job description, you look out for words like duties, responsible for, manage, project, includes, etcetera.
39
40
Maakt veel fouten. Kan de grammatica niet gebruiken om correct uit te drukken wat hij/zij bedoelt. Bijvoorbeeld: kan door de grammatica niet aangeven of het gaat over het verleden, heden of de toekomst.
Gebruikt losstaande woorden en uitdrukkingen.
Maakt nog veel spelfouten. De tekst is moeilijk leesbaar doordat leestekens en hoofdletters niet (correct) gebruikt worden.
Grammatica
Samenhang
Spelling en lay-out
Heeft nog geen grote woordenschat. Gebruikt vaak dezelfde woorden.
A1 (0 pt)
Heeft een uitgebreide woordenschat; kan over uiteenlopende onderwerpen (zoals familie, hobby’s, werk, reizen) schrijven.
Gebruikt een aantal eenvoudige grammaticale constructies en maakt daarbij weinig fouten.
De (korte) tekst heeft een logische opbouw. De tekst vormt een geheel.
Gebruikt een aantal eenvoudige grammaticale constructies en kan daarmee goed uitdrukken wat hij/ zij bedoelt. Maakt wel fouten door bijvoorbeeld tijden incorrect door elkaar te gebruiken. Gebruikt verbindingswoorden als ‘and’, ‘but’, ‘or’, ‘then’ en ‘because’ om woorden en zinnen met elkaar te verbinden. Maakt soms spelfouten bij onbekende woorden. Hoofdletters, punten, en vraagtekens worden meestal correct gebruikt. De lay-out is verzorgd; er wordt gebruikt van witregels en alinea’s waar nodig. (Bijvoorbeeld: na de aanhef van een e-mail begin je de eerste zin op een nieuwe regel.)
Maakt veel fouten, maar kan meestal wel uitdrukken wat hij/ zij bedoelt. Het is bijvoorbeeld duidelijk of het in de tekst gaat over het verleden, heden of de toekomst. Gebruikt verbindingswoorden als ‘and’ en ‘or’ om woorden met elkaar te verbinden. Maakt nog veel spelfouten. Vertrouwde woorden (uit de woordenlijst) worden meestal wel goed gespeld. Hoofdletters, punten, en vraagtekens worden meestal correct gebruikt. Witregels of alinea’s worden nog niet (correct) gebruikt.
Maakt weinig spelfouten. Naast hoofdletters, punten en vraagtekens gebruikt de student ook regelmatig komma’s. De lay-out is verzorgd. Leestekens, hoofdlettergebruik en lay-out zijn verzorgd.
B1 (3pt)
Overwegend B1
11-12 pt
Kent voldoende woorden om een simpele boodschap over te brengen. Gebruikt ook wat uit het hoofd geleerde uitdrukkingen; korte zinnen of zinsdelen.
Overwegend A2
7-10 pt
A2 (2pt)
Overwegend op weg naar A2
3-6 pt
Gebruikt vaak dezelfde woorden en af en toe ook een uit het hoofd geleerde uitdrukking. De woorden en uitdrukkingen worden niet altijd correct gebruikt, waardoor het soms moeilijk is om te begrijpen wat de student bedoelt.
Overwegend A1
0-2 pt
Toelichting en tips
Beoordeling Let op: Je kunt alleen een voldoende halen als alle criteria in de taak zelf positief beoordeeld zijn. Voldoe je aan alle criteria? Ja / Nee
WRITING – A2
Op weg naar A2 (1pt)
Woordenschat
£ tussenbeoordeling (= voor feedback) DIT IS EEN: £ eindbeoordeling (= voor een cijfer)
NAAM STUDENT: NAAM BEOORDELAAR:
BEOORDELINGSFORMULIER
Beoordelingsformulier Writing A2
DoorEngels laat je zien hoe relevant taal is. Niet alleen in het dagelijks leven, maar juist als je straks je diploma op zak hebt en taal het verschil kan maken tussen wel of niet die baan. Tussen fijne en frustrerende vergaderingen. Tussen precies het juiste of juist het verkeerde zeggen tegen die collega, klant, cliënt of patiënt. DoorEngels focust daarom op jouw toekomst, met thema’s en taken die aansluiten bij jouw beroepspraktijk. Zodat je leert hoe je met Engels kunt werken. En hoe de taal voor je kan werken. Dit leerwerkboek gebruik je in combinatie met de online studentomgeving. Je vindt daar niet alleen alle taken uit het boek met interactieve feedback, maar ook taken op een ander niveau, extra oefeningen voor grammatica, vocabulaire, handige zinnen voor spreken, schrijven en gesprekken voeren, zelftoetsen en audio- en videobestanden.
Auteurs: Jantine Broek Julia van Eekelen Jessica Hak-Viveen Robert Hempelman Gelly Henderson Mark de Jong Sonia Martinez Milou Paulissen Lidija Pomper Amber van der Stelt Hedwig Suurmeijer Eindredactie: Ellis de Bresser Joke Noordegraaf