Презентация к уроку английского языка в 9 классе. Учитель английского языка МБОУ гимназии 19 имени Н.З.Поповичевой г. Липецка Жаглина Татьяна Владимировна.
Ex. 1 [h] - horrible, inhuman, however, [t] - entitled, protection, important, [r] - rude, guaranteed, request. [1] - declaration, tolerant, delicious, [d] - different, food, disgusted. [n] - complain, disappointed, attention. [s] - absolutely, dissatisfied, respect.
Fly with TMN excellent service and you are helpful and friendly flight attendants guaranteed … delicious in-flight meals service - stow and careless flight attendants - rude in - flight meal - cold, tasted horrible service - stow and careless flight attendants - rude in - flight meal - cold, tasted horrible Read the advertisement and the notes:
1. Who is going to read the letter? A an employee/manager of TMN Airlines В an airport official 2. Do you know his/her name? 3. How would you begin and end the letter? A Dear Manager Yours sincerely +your full name В Dear Sir/Madam Yours faithfully +your full name 4. What style will you use? A polite, formal В aggressive, semi-formal 5. What points will you include in your letter? … flight number & date of flight … thanks for the services … your complaints & example … personal details about yourself … request for a refund Ex.2 Answer the questions:
Ex.3 Read the letter and label the paragraphs with these headings: complaints and examples action to be taken reason for writing
Conflict resolution (writing a letter of complaint)
Ex.3 Make notes under the headings below: complaintexample service slow and carelesswaited half an hour for a glass of water, then glass was dirty
Ex.4 Check your answers then use your notes to talk about the complaints: complaintexample service slow and carelesswaited half an hour for a glass of water, then glass was dirty flight attendants rude one spilt drink on him, didn't apologise or help to clean it up awful food it was cold and tasted horrible
Ex.5 1. I am writing to tell you how disappointed I am with the calculator that I bought from your shop last week. 2. I am writing to let you know that I was shocked by your company's recent advertising campaign. 3. I am writing to inform you that I am extremely dissatisfied with a product that I was sold in your store. 4. I am writing to inform you of how disgusted I am with the service at your restaurant. 5. I am writing to say that I was appalled by the standard of your facilities. 6. I am writing to tell you how upset I was at the behaviour of the manager of your Brompton store when I went there last Saturday, 5th January. Mild languageStrong language disappointed
Check your answers: Mild languageStrong language disappointeddisgusted shockedappalled dissatisfied upset
Dear 1) Frank, I am writing to 2) tell you I'm not pleased with the vacuum cleaner (Model #SE375) I ordered from your store two weeks ago. To begin with, the order was incomplete. Many of the special parts that come with the vacuum cleaner were missing. As a result, I was unable to clean the curtains and furniture as I did not have the 3) right things. To make matters worse, the vacuum cleaner is faulty. It does not pick up dust very well. In fact, the carpets still looked dirty after I had vacuumed them. I feel 4) you should give me a full refund. I hope this matter will 5) be sorted out now. 6) Best wishes, Alice Petersen Alice Petersen Ex.6 I am entitled to receive your immediate attention Yours faithfully complain about Sir/Madam correct equipment
Dear Sir/Madam, I am writing to complain about the vacuum cleaner (Model #SE375) I ordered from your store two weeks ago. To begin with, the order was incomplete. Many of the special parts that come with the vacuum cleaner were missing. As a result, I was unable to clean the curtains and furniture as I did not have the correct equipment. To make matters worse, the vacuum cleaner is faulty. It does not pick up dust very well. In fact, the carpets still looked dirty after I had vacuumed them. I feel I am entitled to a full refund. I hope this matter will receive your immediate attention. Yours faithfully, Alice Petersen Alice Petersen Check your answers:
When we write a formal letter of complaint about a problem (e.g. something we have bought, the services in a restaurant or hotel, etc), we divide it into three parts: in the introduction, we state the reason for writing, (i.e. say what I who we are complaining about and why). in the main body,*we state our complaints and give examples and/or reasons to support them. We use a separate paragraph for each topic. in the conclusion, we state what action we expect to be taken. *The main body can consist of one or more paragraphs, depending on the number of specific complaints we have. The tone of our letter must be polite and we should never be rude. Writing Tip
Dear Sir/Madam, Introduction Paragraph 1 reason for writing Main Body Paragraphs complaints (with examples and/or reasons) Conclusion Paragraph 5 action to be taken Yours faithfully (your full name) Plan
PRINCESS LINES a large deluxe cabins private bathrooms 5 star restaurant with gourmet food small cabins, dirty had to share a bathroom poor quality food
Write a letter to the company, complaining about the holiday and asking for a refund. Use the writing tips and the plan to write the letter. ( words) Homework:
Использованные материалы: I. Интернет ресурсы: 1) - изображение лайнера 2) thumb.jpg - изображение каюты II. Virginia Evans, Jenny Dooley. Reading & Writing Targets 3. Students Book. - Blackpill: Express Publishing, III. Virginia Evans, Jenny Dooley. Reading & Writing Targets 3. Teachers Book. - Blackpill: Express Publishing, thumb.jpg