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

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
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..
Materials: handouts, blackboard, textbook. 
Anticipated problems: 
	Students may not familiar with the language used in complaints.
IV: Procedures
Time
Teacher’s activities
Students’ activities
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?
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 
- Greet teacher and answer the questions.
- Listen to their teacher.
- Listen and answer their teacher’s questions.
- 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.
Before- 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?
+ 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.
- 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 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 pressure (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
- Read and explain the requirement of task b.
- Listen to their teacher.
- Read the useful phrases for a letter of complaint.
- 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
Wrapping- up (3 mins)
T summarizes the main points:
+ Understand the information and the form of a letter of 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.
-Repeat the main points
- Write the contents of homework.