Topic 1.9.1 Complaints
COMPLAINTS
DISCUSSION:
- Have you ever had a problem with a product or service? How did you express your feelings about it?
- Can you think of a time when you received a complaint from someone else? How did you respond and what did you learn from the experience?
ACTIVITY: Vocabulary.
- Have you ever complained about something in a hotel, restaurant, or shop? What happened? How did you feel?
ACTIVITY: Work in pairs. What do you think are the top five things that people complain about in hotels? Make a short list and tell the rest of the class.
VIDEO:
PART 1: Watch the video. Are there any of the things mentioned in the video on your list?
PART2: A guest at a hotel complains in three situations. What does he do wrong each time? How does he do it better the second time?
English File 4thE – Intermediate – Video Listening – 8B How to complain – Part 2
ACTIVITY: vocabulary.
ACTIVITY: are the expressions above FORMAL or INFORMAL? Can you think of any other expression?
Could you finish some of the sentences so that they are true for you?
ACTIVITY: work in pairs.Roleplay the following situations. (Source: English File B1 4th ed p.181/185)
SITUATION 1 At a shop
Student A
Look at the situations and spend a few minutes preparing what you are going to say. Then role-play the conversations.
You’re a customer. You bought something in a clothes shop in the sales yesterday (decide what) and there’s a problem (decide what).
Go back to the shop. B is the shop assistant. You’d like to change it for another identical one. If you can’t, you’d like a refund. You start.
“Excuse me. I bought…”
Student B
You’re a shop assistant in a clothes shop. A is a customer and is going to come to you with a problem with something he/she bought in the sales yesterday. You can’t change it for an identical one because there are no more in his/her size. Try to persuade A to change it for something else, because you don’t usually give refunds during the sales. A will start.
SITUATION 2 at a restaurant
Student A
You’re the manager of a restaurant. Your normal chef is off this week and you have a temporary chef who is not very good. One of the waiters has had a problem with as customer, who would like to speak to you. B is the customer. When customers complain, you usually offer them a free drink or a coffee. If it’s absolutely necessary, you might give a 10% discount on their bill, but you would prefer not to. B will start.
Student B
Look at the situations and spend a few minutes preparing what you are going to say. Then role-play the conversations.
You’re a customer in a restaurant. You have just finished your meal and you didn’t enjoy it at all (decide what was wrong with it). You complained to the waiter, but the waiter didn’t solve the problem. You have asked the waiter to call the manager. A is the manager. Try to get at least a 50% discount on your meal. You start.
“Good evening. Are you the manager?”
ACTIVITY: Vocabulary.
ACTIVITY: work in pairs. Choose one situation and role play it. Improvise!
PRONUNCIATION the letters ai
Now listen to the teacher reading the words aloud and check. Then you repeat the words.
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READING AND WRITING
ACTIVITY: work in pairs. Look at the photo below. What could be the problem?
ACTIVITY: In pairs write a letter of complaint based on a possible situation in the picture. Then read your e-mail to the the rest of class. Use all the vocabulary and expressions seen in the lesson.