1. Recap using Self, Pair, Share:
We Are Able To: use emotive words and formal language to make a complaint
Recap using Self, Pair, Share:
Q: what were we learning to do on Friday?
Q: how many formal Openers can you think of?
Q: how many features of formal letter writing can you remember?

2. On Friday year 6
turned their usually
peaceful Reading Area
into a bustling
Seafood Restaurant

3. Sorry to keep you waiting but we’re very busy. May I take your order?
Oh wow, I can’t believe I am actually in the Seafood Restaurant! I hope it will be worth the wait!
I can’t believe there was a power cut. We’re never going to be able to cope!
Sorry to keep you waiting but we’re very busy. May I take your order?
Could I order Fruits de Mer followed by local cod, chips and tartare sauce

4. I don’t believe it! She’s serving the food with her fingers!
My starter has just arrived, I have been waiting for 25 minutes and my friends are now being served their main course. This just isn’t right!

5. I want to speak to the manager?
It’s her fault her stupid handbag was in the way. I’m so tired we’re under staffed.
She’s just dropped my dinner! This REALLY is unbelievable!
Madam, I’m so sorry but I just tripped on your handbag. It was in my way!
I want to speak to the manager?

6. What are you going to do about it?
This has been the worst experience I have ever had in my life. It is shocking! We waited for over 25 minutes between courses and that was after queuing for nearly two hours despite having booked three months in advance!
What are you going to do about it?
Oh no when Rick hears about this I’m going to be in trouble!

7. The Seafood Restaurant
experience
Play Cassie’s phone call
Play Roselle’s phone call

8. The Seafood Restaurant experience
I bet Miss is planning to do some maths based on this restaurant!
I wonder if we can do this again…
I think I was a convincing dissatisfied customer
Laura really was a rude waitress
I enjoy doing drama!

9. Q: how can we write a successful letter of complaint?
MUST
Make reasons for complaint clear
Use formal letter phrases to vary the start of openers
State what you want Mr Stein to do about your complaint
SHOULD
Have facts or evidence to support your complaint
COULD
Maintain the formal tone throughout the writing
Use emotive language
Accurately describe in detail your dining experience but be concise and to the point – don’t waffle