# data[].attributes.body
TOMMY YASRI A/L ARIF (10DLS19F1013) MUHAMMAD WAFIQ BIN RAFIDI (10DLS19F1029) MUHAMMAD HASYIMI BIN ABD MUTALIB (10DLS19F1094)

# data[].attributes.attachment_link.title
Communicative English Roles Play Scenario 5

# data[].attributes.body
FATIN HANANI BINTI ABDUL AZEES (10DLS9F1019)
NURUL AINA SYAFFIQAH BINTI AZLAN (10DLS19F1035)
NUR BALQIS BINTI MOHAMMAD NOOR (10DLS19F1041)

Role play link :
https://youtu.be/1KDlSGzcwrE

# data[].attributes.body
Chewaran a/l Kalai Selvan (10DLS19F1204)
MUHAMMAD AIDIEL FAHMI (10DLS19F1090)

https://youtu.be/NnHfwr3ZsWE

# data[].attributes.headline
FATINI HAFNI BINTI ZULKURNAIN (10DLS19F1011)

# data[].attributes.subject
FATINI HAFNI BINTI ZULKURNAIN (10DLS19F1011)

# data[].attributes.body
FATIN NADHIRAH BINTI JOHARI (10DLS19F1017)
NURUL NISA HAZWANIE BINTI ANUAR (10DLS19F1031)
SCENARIO 7
https://youtu.be/28V4usd-f18

# data[].attributes.headline
MUHAMMAD HAZIM FAIQ BIN MOHD AZRON (10DLS19F1098) ADAM AMRI BIN MANSOR (10DLS19F1057)

# data[].attributes.subject
MUHAMMAD HAZIM FAIQ BIN MOHD AZRON (10DLS19F1098) ADAM AMRI BIN MANSOR (10DLS19F1057)

# data[].attributes.body
Scenario 10
link youtube:
https://youtu.be/8EE57F1QWIE

# data[].attributes.body
1.Thivyah D/O urumanan
(10dls19F1027)
2. Surendren s/o Tangaraju
(10dls19f1104)
3. M. Nanthini devi d/o manian
(10dls19f1216)

Scenario 12
https://youtu.be/iIfsyIUSfms

# data[].attributes.body
KABILAN S/O SUBRAMANIAM(10DLS19F1039)

SCENARIO 4
https://youtu.be/SZ2RMeKb69E

# data[].attributes.headline
izzuddin bin zulkefli 
10dls19f1059

Muhammad adi akmal bin zulkifli
10dls19f1033

Mohamad aqmar hadi bin mohamad riza
10DLS19F1037

# data[].attributes.subject
izzuddin bin zulkefli 
10dls19f1059

Muhammad adi akmal bin zulkifli
10dls19f1033

Mohamad aqmar hadi bin mohamad riza
10DLS19F1037

# data[].attributes.body
Scenario 3

https://youtu.be/W9DxrHjq4Zs

# data[].attributes.headline
Ahmad Nabil bin Ahmad Kahar (10DLS19F1051) MUHAMAD AKMAL BIN SALLEH     ( 10DLS19F1015)

# data[].attributes.subject
Ahmad Nabil bin Ahmad Kahar (10DLS19F1051) MUHAMAD AKMAL BIN SALLEH     ( 10DLS19F1015)

# data[].attributes.body
Group 7
Scenario 8
https://youtu.be/JAf82D5hq-Y

# data[].attributes.headline
NOR ALIFF RIDZUAN BIN MOHAMED NASIR (10DLS19F1003)        MUHAMMAD ARIF FAHMI BIN MD ASMADI         (10DLS19F1021)

# data[].attributes.subject
NOR ALIFF RIDZUAN BIN MOHAMED NASIR (10DLS19F1003)        MUHAMMAD ARIF FAHMI BIN MD ASMADI         (10DLS19F1021)

# data[].attributes.body
SCENARIO 6:
ROLE PLAY VIDEO LINK:
https://youtu.be/h_li7N7375o

# data[].attributes.body
Swate Anjali (10DLS1206)
Loshini (10DLS19SF1061)

# data[].attributes.body
1)Nur Farhanah Binti Johari (10DLS19F1009)
2)Nurina Syafiqah Binti Shotifi (10DLS19F1043)

# data[].attributes.attachment_link.title
DUE30022-COMMUNICATIVE ENGLISH 2  ROLEPLAY-SCENARIO 2

# data[].attributes.body
1) NURAIN SYAZANA BINTI MOHD NISIZAM (10DLS19F1005)
2) NURAIN BINTI IDRIS
(10DLS19F1007)

# data[].attributes.body
1. ALYA RAIHANA BINTI AHMAD AZAM (10DLS19F1023)
2. OOI SI YING (10DLS19F1025)
3. NURUL AFIQAH HANIS BINTI ANDUL RAHMAN (10DLS19F1045)

# data[].attributes.body
Please upload the YouTube link of your Role Play video here by clicking the + button.

Write scenario number, name & matrix number in pair/ group.

# data[].attributes.headline
izzuddin bin zulkefli 
10dls19f1059

Muhammad adi akmal bin zulkifli
10dls19f1033

Mohamad aqmar hadi bin mohamad riza
10DLS19F1037

# data[].attributes.subject
izzuddin bin zulkefli 
10dls19f1059

Muhammad adi akmal bin zulkifli
10dls19f1033

Mohamad aqmar hadi bin mohamad riza
10DLS19F1037

# data[].attributes.body
Process making video

# data[].attributes.body
Chewaran a/l Kalai Selvan (10DLS19F1204)
process making video

# data[].attributes.body
KABILAN S/O SUBRAMANIAM(10DLS19F1039)
We are in the process of video editing

# data[].attributes.headline
MUHAMMAD HAZIM FAIQ BIN MOHD AZRON (10DLS19F1098) ADAM AMRI BIN MANSOR (10DLS19F1057)

# data[].attributes.subject
MUHAMMAD HAZIM FAIQ BIN MOHD AZRON (10DLS19F1098) ADAM AMRI BIN MANSOR (10DLS19F1057)

# data[].attributes.body
we are in the process making video

# data[].attributes.headline
TOMMY YASRI A/L ARIF (10DLS19F1013) MUHAMMAD WAFIQ BIN RAFIDI (10DLS19F1029) MUHAMMAD HASYIMI BIN ABD MUTALIB (10DLS19F1094)

# data[].attributes.subject
TOMMY YASRI A/L ARIF (10DLS19F1013) MUHAMMAD WAFIQ BIN RAFIDI (10DLS19F1029) MUHAMMAD HASYIMI BIN ABD MUTALIB (10DLS19F1094)

# data[].attributes.body
We are in the process of making video.

# data[].attributes.body
Fatin Hanani Binti Abdul Azees (10DLS19F1019)
Nurul Aina Syaffiqah Binti Azlan (10DLS19F1035)
Nur Balqis Binti Mohammad Noor (10DLS19F1041)
We are in the process of editing video

# data[].attributes.body
1) NURAIN SYAZANA BINTI MOHD NISIZAM (10DLS19F1005)
2) NURAIN BINTI IDRIS (10DLS19F1007)
We are in the process of editing the video .

# data[].attributes.body
1.Thivyah D/O urumanan
(10dls19F1027)
2. Surendren s/o Tangaraju
(10dls19f1104)
3. M. Nanthini devi d/o manian
(10dls19f1216)

# data[].attributes.headline
NOR ALIFF RIDZUAN BIN MOHAMED NASIR (10DLS19F1003)         MUHAMMAD ARIF FAHMI BIN MD ASMADI (10DLS19F1021)

# data[].attributes.subject
NOR ALIFF RIDZUAN BIN MOHAMED NASIR (10DLS19F1003)         MUHAMMAD ARIF FAHMI BIN MD ASMADI (10DLS19F1021)

# data[].attributes.body
We are in processes making video

# data[].attributes.headline
Nur Farhanah Binti Johari (10DLS19F1009).               Nurina Syafiqah Binti Shotifi (10DLS19F1043)

# data[].attributes.subject
Nur Farhanah Binti Johari (10DLS19F1009).               Nurina Syafiqah Binti Shotifi (10DLS19F1043)

# data[].attributes.body
we are in the process of editing the video.

# data[].attributes.body
1. ALYA RAIHANA BINTI AHMAD AZAM (10DLS19F1023)
2. OOI SI YING (10DLS19F1025)
3. NURUL AFIQAH HANIS BINTI ANDUL RAHMAN (10DLS19F1045)

# data[].attributes.headline
Loshini a/p elekovan 10DLS19F1061 Swate anjali a/p Marimuthu 10DLS19F1206 

# data[].attributes.subject
Loshini a/p elekovan 10DLS19F1061 Swate anjali a/p Marimuthu 10DLS19F1206 

# data[].attributes.body
FATINI HAFNI BINTI ZULKURNAIN (10DLS19F1011)
FATIN NADHIRAH BINTI JOHARI (10DLS19F1017)
NURUL NISA HAZWANIE BINTI ANUAR (10DLS19F1031)

# data[].attributes.body
LLO: Preparation for Role Play & Progress Checking

Instruction:

As for progress checking on Role Play Preparation, y ou are required to briefly report on your work progress. You may also share some of your snapshots of video recording. If there's any questions, feel free to ask.

Write name & matrix number in group.

# data[].attributes.body
1.Thivyah D/O urumanan
(10dls19F1027)
2. Surendren s/o Tangaraju
(10dls19f1104)
3. M. Nanthini devi d/o manian
(10dls19f1216)

# data[].attributes.headline
1. ADAM AMRI BIN MANSOR 10DLS19F1057. 2.MUHAMMAD HAZIM FAIQ BIN MOHD AZRON 10DLS19F1098

# data[].attributes.subject
1. ADAM AMRI BIN MANSOR 10DLS19F1057. 2.MUHAMMAD HAZIM FAIQ BIN MOHD AZRON 10DLS19F1098

# data[].attributes.headline
izzuddin bin zulkefli 
10dls19f1059

Muhammad adi akmal bin zulkifli
10dls19f1033

Mohamad aqmar hadi bin mohamad riza
10DLS19F1037

# data[].attributes.subject
izzuddin bin zulkefli 
10dls19f1059

Muhammad adi akmal bin zulkifli
10dls19f1033

Mohamad aqmar hadi bin mohamad riza
10DLS19F1037

# data[].attributes.body
3 inquiries
1. why the service is so late ?
2. why the dining table is not clear when we want to sit there ?
3. why the souvenirs is not complete ?

3 complaints
1. order not be picked
2. the dining table is not clear
3. the spoon and fork not be able

suggestions to resolve complaints
1. always be ready when the customer come
2. clear the table after the customer go to cashier
3. always prepare all the souvenirs completely

# data[].attributes.body
1.PAMITHIRAN S/O YEGAMBARAM(10DLS19F1106)
2.KABILAN S/O SUBRAMANIAM(10DLS19F1039)

# data[].attributes.headline
NOR ALIFF RIDZUAN BIN MOHAMED NASIR (10DLS19F1003)    MUHAMMAD ARIF FAHMI BIN MD ASMADI (10DLS19F1021)

# data[].attributes.subject
NOR ALIFF RIDZUAN BIN MOHAMED NASIR (10DLS19F1003)    MUHAMMAD ARIF FAHMI BIN MD ASMADI (10DLS19F1021)

# data[].attributes.headline
NUR FARHANAH BINTI JOHARI(10DLS19F1009)              NURINA SYAFIQAH BINTI SHOTIFI(10DLS19F1043)

# data[].attributes.subject
NUR FARHANAH BINTI JOHARI(10DLS19F1009)              NURINA SYAFIQAH BINTI SHOTIFI(10DLS19F1043)

# data[].attributes.body
1. Fatin Hanani Binti Abdul Azees (10DLS19F1019)
2. Nurul Aina Syaffiqah Binti Azlan (10DLS19F1035)
3. Nur Balqis Binti Mohammad Noor (10DLS19F1041)

# data[].attributes.body
FATINI HAFNI BINTI ZULKURNAIN (10DLS19F1011)
FATIN NADHIRAH BINTI JOHARI (10DLS19F1017)
NURUL NISA HAZWANIE BINTI ANUAR (10DLS19F1031)

# data[].attributes.body
Tommy Yasri A/L Arif (10DLS19F1013)
Muhammad Wafiq Bin Rafidi (10DLS19F1029)
Muhammad Hasyimi Bin Abd Mutalib (10DLS19F1094)

# data[].attributes.body
NURAIN SYAZANA BINTI MOHD NISIZAM ( 10DLS19F1005)
NURAIN BINTI IDRIS (10DLS19F1007)

# data[].attributes.body
1. ALYA RAIHANA BINTI AHMAD AZAM (10DLS19F1023)
2. OOI SI YING (10DLS19F1025)
3. NURUL AFIQAH HANIS BINTI ABDUL RAHMAN (10DLS19F1045)

# data[].attributes.body
LLO: Preparation  & Progress Checking for Role Play Assessment.

Instruction:

As for progress checking on Role Play Preparation, y ou are required to upload your Role Play Dialogue script in group by clicking the + button. Will help you to check on the task. If you have any questions related please post here too.

Please write name & matrix number in group. Attendance is taken based on the task submission.

# data[].attributes.headline
ROLE PLAY SCENARIO DELEGATION ACCORDING TO GROUP

# data[].attributes.subject
ROLE PLAY SCENARIO DELEGATION ACCORDING TO GROUP

# data[].attributes.body
LLO: Role Play Assessment (30%)

Task: ROLE PLAY (30%)

Instruction:
Work in pair or group of 3 and create a video detailing to the Role Play Situation assigned to each group. Refer to the attachment guideline & rubric for your references.

ROLE PLAY INSTRUCTION

# data[].attributes.body
Thivyah d/o urumanan
(10dls19f1027)
Surendren s/o Tangaraju
(10dls19f1104)
M.nanthini devi d/o manian
(10dls19f1216)

# data[].attributes.body
Chewaran a/l Kalai Selvan (10DLS19F1204)
Muhammad Aidiel Fahmi (10DLS19F1090)

# data[].attributes.body
1.PAMITHIRAN S/O YEGAMBARAM(10DLS19F1106)
2.KABILAN S/O SUBRAMANIAM(10DLS19F1039)

# data[].attributes.body
1)Loshini a/p elekovan (10DLS19F1061)
2)Swate anjali a/p marimuthu (10DLS19F1206)

# data[].attributes.body
Nur Farhanah Binti Johari(10DLS19F1009)
Nurina Syafiqah Binti Shotifi(10DLS19F1043)

# data[].attributes.body
1. ADAM AMRI BIN MANSOR (10DLS19F1057)
2. MUHAMMAD HAZIM FAIQ BIN MOHD AZRON(10DLS19F1098)

# data[].attributes.body
1. Fatin Hanani Binti Abdul Azees (10DLS19F1019)
2.Nur Balqis Binti Mohammad Noor (10DLS19F1041)
3. Nurul Aina Syaffiqah Binti Azlan (10DLS19F1035)

# data[].attributes.body
1) Ahmad Nabil bin Ahmad Kahar
( 10DLS19F1051)
2) Muhamad Akmal bin Salleh
(10DLS19F1015)

# data[].attributes.body
1. NOR ALIFF RIDZUAN BIN MOHAMED NASIR (10DLS19F1003)
2. MUHAMMAD ARIF FAHMI BIN MD ASMADI (10DLS19F1021)

# data[].attributes.body
MUHAMMAD ADI AKMAL BIN ZULKIFLI (10DLS19F1033)
MOHAMAD AQMAR HADI BIN MOHAMAD RIZA (10DLS19F1037)
IZZUDDIN BIN ZULKEFLI (10DLS19F1059)

# data[].attributes.body
1.Fatini hafni binti zulkurnain(10DLS19F1011)
2.Fatin nadhirah binti johari (10DLS19F1017)
3.Nurul nisa hazwanie binti anuar(10DLS19F1031)

# data[].attributes.body
1) Tommy Yasri A/L Arif (10DLS19F1013)
2) Muhammad Wafiq Bin Rafidi (10DLS19F1029)
3) Muhammad Hasyimi Bin Abd Mutalib (10DLS19F1094)

# data[].attributes.body
1) Nurain Syazana binti Mohd Nisizam (10DLS19F1005)
2) Nurain Binti Idris (10DLS19F1007)

# data[].attributes.body
1. ALYA RAIHANA BINTI AHMAD AZAM (10DLS19F1023)
2. OOI SI YING (10DLS19F1025)
3. NURUL AFIQAH HANIS BINTI ABDUL RAHMAN (10DLS19F1045)

# data[].attributes.headline
Provide Details for ROLE PLAY Assessment Grouping

# data[].attributes.subject
Provide Details for ROLE PLAY Assessment Grouping

# data[].attributes.body
You may form group of 3 or Pair work.

E.g.:

Group 1
1. Name (Matrix number)
2. Name (Matrix number)
3. Name (Matrix number)

# data[].attributes.headline
Please answer the Google Form for Activity & Attendance  (9/11/2020)

# data[].attributes.subject
Please answer the Google Form for Activity & Attendance  (9/11/2020)

# data[].attributes.body
LLO: 4.1 Lodge Complaints, 4.1.1 Identify the nature of the complaints, 4.1.2 Use appropriate style and tone in making complaints, 4.1.3 Propose clearly the actions expected to be taken, 4.1.4 Express complaints in a clear and logical manner.

Instruction:
Read and understand the PowerPoint Slides on Making and Replying to Complaint and answer the questions given in Google Form for today's activity and attendance.

# data[].attributes.headline
MUHAMMAD HAZIM FAIQ BIN MOHD AZRON (10DLS19F1098) ADAM AMRI BIN MANSOR (10DLS19F1057)

# data[].attributes.subject
MUHAMMAD HAZIM FAIQ BIN MOHD AZRON (10DLS19F1098) ADAM AMRI BIN MANSOR (10DLS19F1057)

# data[].attributes.body
1. Compliment about room service between customers and manager
2. She get a standart room and made a compliment to the manager because don't  get her actual room which is deluxe room.
3. The manager apologise her because the compliment and offer her a free dinner during the exchange room process.
4. Our opinion about the role play is the manager should not make that mistake after the compliment and should apologise his mistake.

# data[].attributes.body
(10DLS19F1104)

Muhamad Akmal Bin Salleh

(10DLS19F1015)

1)Hotel management maded a mistake

2) Mrs.Caroot didn't get the deluxe room with a sea view because the staff is give a standard room

3)The manager received a complaint and apologized for the mistake in return the manager provided free food during the room change.

4) My opinion about this roll play is that as a bellboy he can not rely on customers and need to be more efficient in dealing with customers. In addition, the attitude of the manager should be praised for being willing to accept customer complaints and respond to customers for his employees' mistakes

# data[].attributes.headline
Ahmad Nabil bin Ahmad Kahar (10DLS19F1051) Muhammad Aidiel Fahmi bin Mohd Aisamuddin (10DLS19F1090)

# data[].attributes.subject
Ahmad Nabil bin Ahmad Kahar (10DLS19F1051) Muhammad Aidiel Fahmi bin Mohd Aisamuddin (10DLS19F1090)

# data[].attributes.body
Q1. Conversations about Mrs Caroot want to book a deluxe room with a sea view .
Q2. The customer want a deluxe room with a sea view but their get a standard room with no sea view
Q3. To solve the customer's problem, the manager offers to serve for her  a free dinner while she wait for the staff to arrange a new room with sea view for her and the waiter will help her to move the items once the room change process is complete.
Q4. The customer service for this hotel must be more alert about what customer request to avoid a mistake or customer disstafication.

# data[].attributes.headline
Ahmad Nabil bin Ahmad Kahar (10DLS19F1051) Muhammad Aidiel Fahmi bin Mohd Aisamuddin (10DLS19F1090)

# data[].attributes.subject
Ahmad Nabil bin Ahmad Kahar (10DLS19F1051) Muhammad Aidiel Fahmi bin Mohd Aisamuddin (10DLS19F1090)

# data[].attributes.body
Q1. Conversations about Mrs Caroot want to book a deluxe room with a sea view .
Q2. The customer want a deluxe room with a sea view but their get a standard room with no sea view
Q3. To solve the customer's problem, the manager offers to serve for her  a free dinner while she wait for the staff to arrange a new room with sea view for her and the waiter will help her to move the items once the room change process is complete.
Q4. The customer service for this hotel must be more alert about what customer request to avoid a mistake or customer disstafication.

# data[].attributes.headline
Swate Anjali 10DLS19F1206 Loshini 10DLS19F1061

# data[].attributes.subject
Swate Anjali 10DLS19F1206 Loshini 10DLS19F1061

# data[].attributes.body
1.The conversation about how to deal with a customer in polite manner.
2.The complaint was about Madam caroot getting a wrong rooom which is not a deluxe room with sea view but standard room with no view.
3.The manager received the complaint well and made eases the customer by giving her free meal and take an immediate action.
4.Overall this conversation has clearly depicted how to deal with customer in polite manner.

# data[].attributes.headline
FATIN NADHIRAH BINTI JOHARI (10DLS19F1017) NURUL AINA SYAFFIQAH BINTI AZLAN (10DLS19F1035)

# data[].attributes.subject
FATIN NADHIRAH BINTI JOHARI (10DLS19F1017) NURUL AINA SYAFFIQAH BINTI AZLAN (10DLS19F1035)

# data[].attributes.body
1) The conversation about booking the room at Frozen Hotel.
2) The complaint made by customer is about the room not exactly what the customer ask for.
3) The managers offer Madam Caroot a free dinner and arranging new room with a sea view. The hotel staff help ti move a luggage after the room changing process done.
4) The opinion about role play is the management hotel staff must fill in the correct information based on the customer request. The customer must also be polite and not to be rude in this conversation.

# data[].attributes.headline
OOI SI YING (10DLS19F1025) CHEWARAN A/L KALAI SELVAN (10DLS19F1204)

# data[].attributes.subject
OOI SI YING (10DLS19F1025) CHEWARAN A/L KALAI SELVAN (10DLS19F1204)

# data[].attributes.body
1)The conversation about booking room at frozen hotel.

2)The customer complaint about there is not a deluxe room and no sea view there. It is not exactly the booking reservation that she had booked.

3) The manager said that it was some mistakes made by the staffs. She will check back the reservation which is made by Madam Caroot but till then they will offer her a free dinner while Madam Caroot is waiting for the new arrangement. The hotel also will help Madam Caroot to move her luggage to the new room.

4) In our opinion, it is very nice for this role play. This video has shown the ways to solve the problems or complaints by the customers. We can handle the problems and complaints with a better way but not a rude way with our customers. It is a best arrangement for the hotel to serve their customers due to the complaint is made.

# data[].attributes.headline
MUHAMMAD ADI AKMAL BIN ZULKIFLI (10DLS19F1033)  MOHAMAD AQMAR HADI BIN MOHAMAD RIZA (10DLS19F1037)

# data[].attributes.subject
MUHAMMAD ADI AKMAL BIN ZULKIFLI (10DLS19F1033)  MOHAMAD AQMAR HADI BIN MOHAMAD RIZA (10DLS19F1037)

# data[].attributes.body
1. Conversations about Mrs Caroot want to book a deluxe room with a sea
2. The customer want a deluxe room with a sea view but their get a standard room with no sea view
3. To solve the customer's problem, the manager offers to serve for her  a free dinner while she wait for the staff to arrange a new room with sea view for her and the waiter will help her to move the items once the room change process is complete.
4. The customer service for this hotel must be more alert about what customer request to avoid a mistake or customer disstafication.

# data[].attributes.headline
FATIN HANANI BINTI ABDUL AZEES (10DLS19F1019)     NUR BALQIS BINTI MOHAMMAD NOOR (10DLS19F1041) 

# data[].attributes.subject
FATIN HANANI BINTI ABDUL AZEES (10DLS19F1019)     NUR BALQIS BINTI MOHAMMAD NOOR (10DLS19F1041) 

# data[].attributes.body
1) The conversation about Mrs Caroot want to booked a deluxed room with a sea view.

2) The complaints made by customer is Mrs Caroot booked a deluxed room with a sea view  but the staff wrongly gave her a standard room with no sea view.

3) The manager replies she will check back the Mrs Caroot reservation and would like to offer Mrs Caroot a free dinner while they arrange a new room for Mrs Caroot. And they would like to help Mrs Caroot to move the luggage to a new room.

4) My overall opinion about the Role Play is the bellboy should not do like that which is asking for tips at the customers , because its depends on customers whether they want to give the tips or not. Second, customers should also respect hotel's staff even if they have made mistakes, because i am sure they will fix customer problems immediately. Next ,the attitude of the manager should be praise, she so profesional when dealing with customers and offer free dinner to the customer due to the mistakes of her employees.

# data[].attributes.headline
NOR ALIFF RIDZUAN BIN MOHAMED NASIR 10DLS19F1003              MUHAMMAD ARIF FAHMI BIN MD ASMADI 10DLS19F1021

# data[].attributes.subject
NOR ALIFF RIDZUAN BIN MOHAMED NASIR 10DLS19F1003              MUHAMMAD ARIF FAHMI BIN MD ASMADI 10DLS19F1021

# data[].attributes.body
Q1. The conversation about the customers booking room at hotel through receptionist on call.

Q2. The customers making complaint about she get wrong room because she get the standard room but she booking a deluxe room with the sea view.

Q3.  The manager apologize and offer free dinner while they arranging the new room with sea view.

Q4.  Our opinion about this role play for the hotel management they must be aware when they arrange the booking from their customer to avoid mistakes and for the customer they must be patient when they get wrong room or something from the hotel management because maybe it is the system problem.

# data[].attributes.headline
M.NANDINI DEVI D/O MANIAN{10DLS19F1216}  THIVYA D/O R.URUMANAN{10DLS19F1027}

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M.NANDINI DEVI D/O MANIAN{10DLS19F1216}  THIVYA D/O R.URUMANAN{10DLS19F1027}

# data[].attributes.body
1.Customer make complajnt about the hotel room.
2.About the hotel staff give her the wrong room and she made a reservation to deluxe room with sea view and not with a sea view.
3.The manager handling a complain by apologize at first and then she fixing the problem by offered free dineer for the customer during the room exchange process.
4. -Improve acting level and learn
- how to make a complaint
-how to aplogize the customers when they make a mistake.

# data[].attributes.body
KABILAN S/O SUBRAMANIAM(10DLS19F1039)
1.Conversation is about Mrs.Caroot need to booked a deluxe room with a sea view.
2.Mrs.Caroot didn't get the deluxe room with a sea view because the staff is give a standard room to Mrs. Caroot.
3.The manager provides offer a free dinner to Mrs. Caroot while she waiting for the staff to arrange the deluxe room with a sea view and during the room shift process.
4.My overall opinion about the role play is for the hotel staff make sure listen carefully what the customer ask to them and give some responsible to their work.

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MUHAMMAD WAFIQ BIN RAFIDI (10DLS19F1029) TOMMY YASRI A/L ARIF (10DLS19F1013)

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MUHAMMAD WAFIQ BIN RAFIDI (10DLS19F1029) TOMMY YASRI A/L ARIF (10DLS19F1013)

# data[].attributes.body
1) Conversation about booking room at Frozen hotel
2) The customer made complaints about the hotel management gave a wrong room which is they give the standard room, but the customer booked the deluxe room with a sea view.
3) The manager replies, would like to offer the customer a free dinner at their hotel and help the customer to move the luggage after the room changing process are done.
4) Our opinion about this role play is the management hotel must alert to customer need because customer always right and should be efficient while doing the work, so the customer can feel satisfied and customer request can be met.

# data[].attributes.headline
Nur Farhanah Binti Johari (10DLS19F1009)                             Nurina Syafiqah Binti Shotifi (10DLS19F1043)

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Nur Farhanah Binti Johari (10DLS19F1009)                             Nurina Syafiqah Binti Shotifi (10DLS19F1043)

# data[].attributes.body
1) Cutomer made a complaint about the room given to her not the same as the room she booked.

2) The complaint made by customer is she didn't get deluxe room and the room didn't have sea view.

3) The replied provided by manager is they will check back the reservation and then offer to customer a free dinner while waiting they arranging the new room with sea view. The manager also offer help to customer to move the luggage after the room changing process done.

4) Our opinion about this role play is, this role play are very helpful to other hotel employees to solve problems and complaints from customers. They have solved it in a very calm and fast way. They have also provided excellent service to their customers. But, we quite disliked the bellboy because he asked for a tip from the customer, for us it was a bit rude. We hope things like that will never happen again.Overall we think this role play is good .

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izzuddin bin zulkefli 10dls19f1059 muhammad hasyimi bin abdul mutalib 10dls19f1094

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izzuddin bin zulkefli 10dls19f1059 muhammad hasyimi bin abdul mutalib 10dls19f1094

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answer
1.hotel management conversation
2.complaint about wrong room already booked
3.the manager solve the problem and give she good service.so we should keep calm in every situation and solve it step by step
4.in our opinion we think they casting the short video like real situation

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FATINI HAFNI BINTI ZULKURNAIN (10DLS19F1011) NURUL NISA HAZWANIE BINTI ANUAR (10DLS19F1031)

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FATINI HAFNI BINTI ZULKURNAIN (10DLS19F1011) NURUL NISA HAZWANIE BINTI ANUAR (10DLS19F1031)

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Answer
1) Conversation about hotel
2) she booked a deluxed room with a sea view but the staff wrongly gave her a standard room also no sea view.
3) The manager handling a complaint by apologise at first then she fixing the problem by offered free dinner for the customer during the room exchange process.
4) Our opinion about the role play was good and look reals.There are some lessons to be learned for example apologizing first and trying to help solve the problem encountered

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NURUL AFIQAH HANIS BT ABDUL RAHMAN (10DLS19F1045), ALYA RAIHANA BT AHMAD AZAM (10DLS19F1023)

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NURUL AFIQAH HANIS BT ABDUL RAHMAN (10DLS19F1045), ALYA RAIHANA BT AHMAD AZAM (10DLS19F1023)

# data[].attributes.body
1)Handling guest complaints at hotels.
2)The worker gave Madam Caroot the wrong room than what she had reserved.
3)The manager offers Madam Caroot a free dinner while they arrange Madam Caroot new room then the bell boy will help arrange Madam Caroot luggage in the new room after they have done with the room changing process.
4)Overall the role play teaches us on how to handle the complaints rationally.

# data[].attributes.headline
Nurain Syazana Binti Mohd Nisizam (10DLS19F1005) Nurain Binti Idris (10DLS19F1007)

# data[].attributes.subject
Nurain Syazana Binti Mohd Nisizam (10DLS19F1005) Nurain Binti Idris (10DLS19F1007)

# data[].attributes.body
1) A customer wants to book a deluxe room with the sea view.
2) Customer made a complaints about the hotel staff give her the wrong room. She made a reservation to a deluxe room with a sea view but they give her a standard room and not with a sea view.
3) To deal with the customer's problem, the manager provides to offers her a free dinner while she waiting for the staff to arrange a new room with a sea view for her and the bellboy will help her to move the luggage after the room changing process done.
4) The overall opinion about the roleplay is the acting is quite nice but i think they have to improve their face expression while speaking to make it look real. The preparation place of the acting was interesting too. Overall i think it is good.

# data[].attributes.body
LLO: 4.1 Lodge Complaints, 4.1.1 Identify the nature of the complaints, 4.1.2 Use appropriate style and tone in making complaints, 4.1.3 Propose clearly the actions expected to be taken, 4.1.4 Express complaints in a clear and logical manner.

Task: Pair work

Watch the video and answer the questions provided.

Question:
1) What was the conversation about? (provide a suitable title)
2) What are the complaints made by the customer?
3) What are the replies provided by the manager?
4) Write your overall opinion about the Role Play.

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MUHAMMAD HASYIMI BIN ABD MUTALIB (10DLS19F1094)

# data[].attributes.subject
MUHAMMAD HASYIMI BIN ABD MUTALIB (10DLS19F1094)

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1) Making a complaint about the items that purchased are damaged.
2) The refund means the customer wants their money back from the company.
3) The quality of the sound and visual is not good. The visual is snowy and there is a hissing sound.
4) Rain gutters on the right side of the second floor at house fell off.
5) Mr Jones want the worker come to fix the problems.
6) Mr Jones will contact the state contractor's board.

# data[].attributes.body
1. Making a complaint about quality of the sound LCD television is not good.
2. Refund is a money return.
3. Problem in Dialogue 1 is the quantity of the sound and visual is not that good.
4. In the letter of complaint 1, the problem faced by Mr Jones is new rain gutters on the right side of the second floor fell off.
5. Mr Jones expect the problem to be rectified within the next two weeks.
6. Mr Jones will do contacting the state contractor's board.

# data[].attributes.body
1)Making a complaint about the newly purchased item
2) Repayment
3)The quality of the sound and visual is not good.
4)Rain gutters on the right side of the second floor at house fell off.
5)Mr.Jones wants the workers come and fix the problems. 6)Mr.Jones will contact the state contractors board.

# data[].attributes.headline
MUHAMMAD HAZIM FAIQ BIN MOHD AZRON (10DLS19F1098)

# data[].attributes.subject
MUHAMMAD HAZIM FAIQ BIN MOHD AZRON (10DLS19F1098)

# data[].attributes.body
1) Making complaint about the items are damage
2) Refunds the money
3) The problem in dialogue 1 is the quality of the sound and visual is not that good and the visual is snowy and there is a hissing sound
4) The problem faced by Mr. jones is the new rain gutters on the right side if the second floor in the house fell off
5) Mr. jones wants the workers come and fix the problem
6) Mr. jones will contact the state contractors board

# data[].attributes.body
1.Making complain about the items are damaged.
2.refunds.
3.The quality of the sound is problematic
4.Rain gutters on the right side of the second floor at house fell off.
5.The workers willi fix the problems.
6.Mr jones will make contact to the state contractor board.

# data[].attributes.body
1) Making a complaints about the items that purchased are damaged.
2) The quality of the sound and visual is not good .The visual is snowy and there is a hissing sound.
3) The word refund is payback.
4) The workers come and fix the problems.
5) The new rain gutter on the rigth side of the second floor at their house fell.
6) Mr Jones will make contact to state contractors boards

# data[].attributes.headline
NURUL AFIQAH HANIS BT ABDUL RAHMAN (10DLS19F1045)

# data[].attributes.subject
NURUL AFIQAH HANIS BT ABDUL RAHMAN (10DLS19F1045)

# data[].attributes.body
1)Make a complaint about the quality of LCD television that was bought two weeks ago.
2)The refund means pay back (money), typically to the customer who is not satisfied with goods bought.
3)The LCD television visual is snowy and there is a hissing sound that annoyed the customer.
4)The new rain gutters on the right side of the second floor at his house fell off.
5)He would like the company workers to come back and replace the detached gutters as well as check on all the other gutters to ensure that there are no further damages.
6)He will contact the state contractor's board.

# data[].attributes.body
1) Making a complaint about the items that purchased are damaged.
2) Refund the money
3) The quality of the sound is not good. The visual is snowy and there is a hissing sound
4) The problem faced by Mr. Jones is the new rain gutters on the right side of the second floor in the house fell off.
5) Mr.Jones wants the workers come and fix the problems.
6) Mr.Jones will contact the state to the contractor board.

# data[].attributes.body
(10DLS19F1090)
1.making complaint
2.refund
3.the quality of the sound is problematic
4.rain gutters on the right side of the second floor at house fell off.
5.the worker will fix the problem 6.Mr Jones will make contact to the state contractor board

# data[].attributes.headline
NURUL AINA SYAFFIQAH BINTI AZLAN (10DLS19F1035)

# data[].attributes.subject
NURUL AINA SYAFFIQAH BINTI AZLAN (10DLS19F1035)

# data[].attributes.body
1) making complaint about quality of LCD television sound
2) refund is return the money back
3) quality of the sound and visual is not good
4) the problem is the quality about the workers doing their works. rain gutter on the right side of the second floor at their house fell
5) the workers come and fix the problems
6) Mr Jones will do contacting the state contractor board

# data[].attributes.headline
ALYA RAIHANA BINTI AHMAD AZAM BINTI AHMAD AZAM (10DLS19F1023)

# data[].attributes.subject
ALYA RAIHANA BINTI AHMAD AZAM BINTI AHMAD AZAM (10DLS19F1023)

# data[].attributes.body
(1) Complaint about the items that purchased are damaged.

(2) Repayment of a sum of money.

(3) a- The quality of the sound and visual is not that good.
b- The visual is snowy and there is a hissing sound.

(4) New rain gutters on the right side of the second floor at Mr Jones house fell off.

(5) Mr Jones would like the workers to come back and fix the problems.

(6) Mr Jones will contact the state contractor’s board.

# data[].attributes.body
1)making a complaint
2)pay back
3)the quality of the sound and visual is not good .The visual is snowy and there is a hissing sound.
4)Rain gutters on the right side of the second floor at house fell off.
5)The workers come and repair the rain gutters that are damaged.
6)Mr jones will contacting the state contractor's board

# data[].attributes.body
1) making a complaint about the items
2)Pay back the money
3) The problem in dialogue 1 is the quality of the sound and visual it's not that good and the visual is snowy and there is a hissing sound
4) The problem face by Mr Jones is rain gutters on the right side of the second floor at house fell off
5) The workers come and fix the problems
6)Mr Jones will contacting the state contractor's board

# data[].attributes.headline
Nurina Syafiqah Binti Shotifi (10DLS19F1043)

# data[].attributes.subject
Nurina Syafiqah Binti Shotifi (10DLS19F1043)

# data[].attributes.body
1)Making a complaint about the damaged of purchased products.
2)Payback,typically to a customer who is not satisfied with goods or services bought.
3)The visual of the television is snowy while the sound is hissing.
4)Rain gutters on the right side of the second floor at house is fell off.
5)Mr Jones wants the workers come and fix the problems.
6)Mr Jones will contact the state contractors board.

# data[].attributes.body
MUHAMAD AKMAL BIN SALLEH
10DDLS19F1015
1.making complaint
2.refund
3.the quality of the sound is problematic
4.rain gutters on the right side of the second floor at house fell off.
5.the worker will fix the problem
6.Mr Jones will make contact to the state       contractor board.

# data[].attributes.headline
Ahmad Nabil bin Ahmad Kahar (10DLS19F1051)

# data[].attributes.subject
Ahmad Nabil bin Ahmad Kahar (10DLS19F1051)

# data[].attributes.body
1.making complaint
2.refund money
3.the quality of the sound is problematic
4.rain gutters on the right side of the second floor at house fell off.
5.the worker will fix the problem
6.Mr Jones will make contact to the state contractor board

# data[].attributes.body
(1)Making complaints about the item purchased.
(2)A repayment of sum of money
(3)Problem is the LCD television sound and visual is not that good and the visua snowy and there is a hising sound.
(4)He faced rain gaffers on the right sight of the second floor at  house fell off.
(5)Mr jones waant the worker come and fix the detached gutters to make sure there are no further damaged.
(6)Mr Jones will contacting the state contractor's board.

# data[].attributes.body
1) Make a complaint about the problems of LCD television which is bought just two weeks ago.

2) The refund means the customer wants the money return in restitution from the company.

3) The visual of the LCD television is snowy and the quality sound which is hissing sound that making annoying situation.

4) It rained heavily last week and his new rain gutters on the right side of the second floor at his house fell off.

5) He expects the company to replace the detached gutters and check all the other gutters to avoid further damages.

6) He will contact with the state contractor’s board to fix the problem.

# data[].attributes.headline
MOHAMAD AQMAR HADI BIN MOHAMAD RIZA (10DLS19F1037)

# data[].attributes.subject
MOHAMAD AQMAR HADI BIN MOHAMAD RIZA (10DLS19F1037)

# data[].attributes.body
1.making complaint
2.refund .
3.the quality of the sound is problematic
4.rain gutters on the right side of the second floor at house fell off.
5.the worker will fix the problem .
6.Mr Jones will make contact to the state contractor board.