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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]
(1)LESSON PLAN Unit 8: Postal and Telecommunications services Period: 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 Have you complained about anything? If yes, what? questions Lop11.com teacher’s (2) Did you complain about the quality of the services you use? What often makes you unhappy with a service? Do you make a complaint orally? Or have you ever written a letter of complaint? 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, 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 Lop11.com (3) 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 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 C Explain why you are writing Para A Explain what the problem is - Listen and write the answers on the notebook Para D Say what inconvenience it has caused you Para 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? Lop11.com - Answer their teacher’s questions: + She complains about the poor service (4) + 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 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 mins for sts to read phrases for a letter of - T asks Sts to write a letter of complaint under time complaint Lop11.com the useful (5) 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 Lop11.com -Repeat the main points (6) 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 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 Lop11.com speech with - Write the contents of homework (7)