FS English Level 1 Specification - WJEC

FUNCTIONAL SKILLS ENGLISH LEVEL 1 SPECIFICATION 33Examples of contextualisation within centres:Group Discussion – Level 1:The learners are asked to read through the scenario (or have it read to them) anddiscuss which of the three responses is the most appropriate to the customercomplaint and why they think this is the correct way to deal with the customercomplaint. One learner can then give feedback to the class on their group’sdiscussion and conclusions.Example 1A very busy restaurant has a large number of customers waiting for meals that theyhave ordered some time ago. One family has been waiting for forty-five minutes.The customer catches the waiter’s eye as he is passing, and says, "How much longerwill we have to wait for our meals?"a. "I'm sorry, sir, the kitchen is very busy today.”b. "I'm sorry about the delay. If you give me your order number I'll go and seehow your food is coming along."c. "I'm sorry about the delay. I know you've been waiting a long time. If you giveme your order number I'll go and check with the kitchen how your food iscoming along. "Example 2After paying to get into a special weekend festival, a family sees a notice saying thatthe children's entertainment has been cancelled due to unforeseen circumstances.The mother says, 'We came specifically because your advertisement on the radiosaid there was special entertainment for the children, and now you say it's beencancelled. This is just not good enough."a. "I'm sorry, but the clown has flu. There's nothing we can do about it. Thereare plenty of other things for the children to see and do. "b. "Yes, I'm sorry. I know it's disappointing when you have been looking forwardto something. Would you like to have a look at the programme, as I'm surethere are lots of other things you would like to see and do. "c. "I'm sorry. Would you like to have a look at the programme, as I'm sure thereare lots of other things you would like to see and do. "