Enhance writing skill through doing the tasks on writing the letter of complaint about the poor quality of certain services by using phrases or a letter of complaint such as I am writing[r]
Trang 1LESSON PLAN Unit 8: Postal and Telecommunications services
Period: 5 Part D: Writing a letter of complaint
Coach: Luong Trang Tham
Trainee: Tran Thi Lan
Class: 11A15
Date of preparing: 04/12/09
Date of teaching: 07/12/09
I Objectives
By the end of the lesson, students will be able to get:
+ About knowledge
Ss will be able to understand the information and the form of a letter of complaint
+ About skill.
Enhance writing skill through doing the tasks on writing the letter of complaint
about the poor quality of certain services by using phrases or a letter of complaint such as
I am writing to complain about… , As a consequence of this…
II Materials: handouts, blackboard, textbook
III Anticipated problems:
Students may not familiar with the language used in complaints
IV: Procedures
Warm-up
7(mins)
- T greets and introduces herself
+ How are you today?
+ Who’s absent today?
+ This is the first time I work with you, so I’d like to
introduce myself: My name is Tran Lan, I come from
Nam Dinh and I am very to teach you
+ What have you learned in previous lesson?
- T asks Sts to answer some questions in turn
+ T: The whole class, I have some questions for you:
1 Have you complained about anything? If yes, what?
- Greet teacher and answer the questions
- Listen to their teacher
- Listen and answer their teacher’s questions
Trang 2
2 Did you complain about the quality of the services you
use?
2 What often makes you unhappy with a service?
3 Do you make a complaint orally? Or have you ever
written a letter of complaint?
4 Did you have any difficulties when writing a letter of
complaint?
+ T can give suggestions:
Services can be phone, landline phone, bank, and
so on
Did these services have good quality?
Do you know how to write a letter for complaining?
- T: The whole class, do you know how to write a letter
of complaint?
+ If yes, How can we write? Can you show the format?
And today, we find out the way of writing a letter of
complaint
+ If no, we start our lesson today and you will know how
to write a letter of complaint:
Unit 8: Postal and Telecommunications services Period:5 Part D:
writing
- Listen to their teacher’s suggestions
- Answer the teacher’s questions
+ Yes or No
- Listen to the teacher and write the title of the lesson on their notebook
Trang 3Before-
writing
(10 mins)
- T: To know how to write, let’s find out the format of a
letter of complaint
Task a: Read the following letter of complaint Match
the main ideas with the paragraphs of the letter
- T asks one Student to read and explains the requirement
on page 111
- T asks Sts to read the main ideas and the letter of
complaint in the box in pairs
- T: which words are new to you?
- T can give some new words:
+ package (n):
+ parcel (n):
+ damaged parcel (n):
+ entitled (adj):
- T guides Sts how to read these words
- T asks Sts to work in groups of tables to match the main
ideas with the form of the letter
- T spends 2 mins for Sts to work in groups of the table
and match the main ideas with the paragraph of the letter
- T goes around the class to observe and provides help if
necessary
- When time is up, T calls some groups to give answers
and asks them to explain the reason why they choose that
- T gives feedback and gives correct answers:
Para 1 C Explain why you are writing
Para 2 A Explain what the problem is
Para 3 D Say what inconvenience it has caused you.
Para 4 B State what you want to be done about the
problem
- T can ask some further questions about the letter to
make sure Ss understand the content of the letter such as:
+ What does she write complaint about?
+ What happened to the parcel?
- Listen to their teacher
- Read and explain the requirement on page 111
- Ask new words
- Work in groups of the tables to read the main ideas and the letter of complaint
- Match the main ideas with the letter of complaint
- Answer and explain
- Listen and write the answers on the notebook
- Answer their teacher’s questions: + She complains about the poor service
Trang 4+ What does she want to be done?
………
- T asks Sts to restate the format of a letter which usually
includes 3 main parts:
+ Explain why you write
+ Explain the problem, possible inconvenience or damage
it has caused you
+ Suggest a solution/ State what you want to be done
about the problem
provided by post office
+ The tea service in the parcel was broken
- Work in pairs to restate the format of a letter
While
writing
(15 mins)
- T asks one student to read and explain the requirement
of task b
Task b: You are not satisfied with a service of a
business or an organization Write a letter of complaint
to the manager about that unsatisfactory service.
- T: before writing, read the useful phrases for a letter of
complaint on page 113 and tell me
+ Which phrase is “explain why you write”
+ Which phrase is “explain the problem”
+ Which phrase is “suggest solution”
I am writing to complain about…
I am writing to express my dissatisfaction with/
at…
Firstly/ Secondly/ Finally Furthermore/ in addition/ what’s more
As a consequence of this
This caused me to…
What made the matter worse was that…
I expect a full refund/ better service from…
I expect to be compensated for…
Please replace the goods as soon as possible
- T: Read and ask me new words if you have
- T spends 2 mins for sts to read
- T asks Sts to write a letter of complaint under time
- Read and explain the requirement of task b
- Listen to their teacher
- Read the useful phrases for a letter of complaint
Trang 5pressure (3 mins).
- T goes around the class and provides help when
necessary
- Suggested writings:
I am writing to complain about the very poor service
provide by your mobile phone company
I couldn't make any calls during yesterday morning The
network is always busy I couldn't send message, either
What made the matter worse was that it was impossible
for me to receive calls as well.
I felt very worried because I got lost on the way to my
friend's house for her birthday party I couldn't talk to
anyone As a consequence of this, when I finally reached
her house by asking for directions, everybody had left.
In this situation, I expect a formal explanation from the
company and a commitment to a better service in the
coming time.
I'm looking forward to hearing from you very soon.
Yours truly,
Viet Anh
- Write a letter of complaint under time pressure
- Listen to their teacher
After-
writing
(10 mins)
Work in pairs:
- T asks Sts work in pairs to apply peer-correction.
+ T asks Sts to act out the situation: one is the manager
(who provides services) and the customer (who
complains) and builds a conversation basing on the above
writings
- T makes sure Sts use appropriate phrases for making a
complaint orally
- T comments and provides further expressions used to
complain orally
- T listens to their sts and gives comment
Ss work in pairs and act out the situation
- Work in pairs
- Present in front of the class
Wrappin
g- up (3
- T summarizes the main points:
+ Understand the information and the form of a letter of
-Repeat the main points
Trang 6mins) complaint.
+ Using phrases or a letter of complaint such as I am
writing to complain about , As a consequence of this…
to write the letter of complaint about the poor quality of
certain services by using phrases
- T asks students to do homework:
+ Write a letter of complaint again
+ Prepare for Language focus of Unit 8: words relating to
computing and telephoning, indirect speech with
conditional sentences
- T says goodbye to the class
- Write the contents
of homework