Ôn tập Anh văn 11 - Unit 8: Postal and telecommunications services - Period: 5 - Part D: Writing a letter of complaint

<span class='text_page_counter'>(1)</span>LESSON 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. III.. Materials: handouts, blackboard, textbook. Anticipated problems: Students may not familiar with the language used in complaints.. IV: Procedures. Time. Teacher’s activities. Warm-up - T greets and introduces herself. 7(mins) + How are you today?. Students’ activities - Greet teacher and answer the questions.. + 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.. Listen. to. their. teacher.. + What have you learned in previous lesson? - T asks Sts to answer some questions in turn.. - Listen and answer. + T: The whole class, I have some questions for you:. their. 1. Have you complained about anything? If yes, what?. questions.. 1 Lop11.com. teacher’s.

<span class='text_page_counter'>(2)</span> 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:. -. Listen. to. their.  Services can be phone, landline phone, bank, and teacher’s suggestions. 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 - Answer the teacher’s of complaint?. questions.. + If yes, How can we write? Can you show the format? + Yes or No 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. - Listen to the teacher. Part D: and write the title of. writing. the lesson on their notebook.. 2 Lop11.com.

<span class='text_page_counter'>(3)</span> Before- - T: To know how to write, let’s find out the format of a - Listen to their writing letter of complaint. teacher (10 mins) 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 - Read and explain the on page 111 requirement on page - T asks Sts to read the main ideas and the letter of 111. complaint in the box in pairs - T: which words are new to you?. - Ask new words. - 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 - Work in groups of ideas with the form of the letter. the tables to read the - T spends 2 mins for Sts to work in groups of the table main ideas and the and match the main ideas with the paragraph of the letter. letter of complaint. - T goes around the class to observe and provides help if - Match the main ideas necessary. with the letter of - When time is up, T calls some groups to give answers complaint. and asks them to explain the reason why they choose that. - Answer and explain. - T gives feedback and gives correct answers: Para 1. C Explain why you are writing Para 2. A Explain what the problem is. - Listen and write the answers on the notebook.. 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?. 3 Lop11.com. - Answer their teacher’s questions: + She complains about the poor service.

<span class='text_page_counter'>(4)</span> + What does she want to be done?. provided by post office.. …………………. - T asks Sts to restate the format of a letter which usually + The tea service in the parcel was broken. includes 3 main parts: + Explain why you write. - Work in pairs to + Explain the problem, possible inconvenience or damage restate the format of a letter. it has caused you + Suggest a solution/ State what you want to be done about the problem. While writing. - T asks one student to read and explain the requirement - Read and explain the of task b.. requirement of task b.. (15 mins) 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. Listen. to. their. teacher.. + 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.. -. Read. - T spends 2 mins for sts to read.. phrases for a letter of. - T asks Sts to write a letter of complaint under time complaint.. 4 Lop11.com. the. useful.

<span class='text_page_counter'>(5)</span> pressure (3 mins).. - Write a letter of. - T goes around the class and provides help when complaint under time necessary.. pressure.. - Suggested writings:. - Listen to their. I am writing to complain about the very poor service teacher. 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 AfterWork in pairs: Ss work in pairs and writing - T asks Sts work in pairs to apply peer-correction. act out the situation (10 mins) + 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. - Work in pairs.. complaint orally. - T comments and provides further expressions used to - Present in front of the class complain orally. - T listens to their sts and gives comment. Wrappin - T summarizes the main points: g- up (3 + Understand the information and the form of a letter of. 5 Lop11.com. -Repeat the main points.

<span class='text_page_counter'>(6)</span> mins). 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. conditional sentences. - T says goodbye to the class.. 6 Lop11.com. speech. with. - Write the contents of homework..

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