1 S.3 English Language Writing a Letter of Complaint

2 Introduction Have you ever been to the following places? OR Have you ever used their services? the school tuck shop a 7-eleven / Circle K a restaurant a boutique Disneyland Ocean Park a bus / taxi / ferry MTR / Airport Express a hotel a post office a public library a supermarket an airport a bank a hospital i-cable / netvigator

3 Introduction (Cont.) How are their services? Are you always happy with their services? Think individually: 1 minute Share with your partner: 2 minutes

4 Introduction: Animation Watch a section of Mr. Bean animation (i) Is Mr. Bean happy with the shop owner (i.e., the lady)? (ii) Guess what he will do Share with your partner: 1 minute

5 Introduction: Animation (Cont.)

6 Watch the whole animation and answer the following questions: Where is Mr. Bean? What does he want to buy? Can he buy what he wants? Is he satisfied with the service? How do you know? What would you do if you were him? Share with your partner: 2 minutes

7 Introduction: Animation (Cont.)

8 Introduction (Cont.) What do you usually do if you are not happy with the service you receive? Think individually: 1 minute Share with your partner: 2 minutes

9 Introduction (Cont.) Do you know this word: to say that you are not satisfied or unhappy about something c _ _ _ _ _ _ _ (v.) c _ _ _ _ _ _ _ _ (n.)

10 Introduction (Cont.) How do you prefer to complain? Why?  face-to-face conversation  telephone  letter  …… Think individually: 30 seconds Share with your partner: 1 minute

11 Letters of complaint

12 What is a letter? Before we look at letters of complaint …… What is a letter? Tell your partner: 1 minute a written message put in an envelope send by mail

13 Letters: Elements What does a letter include? Think individually: 30 seconds Discuss with your partner: 2 minutes

14 Letters: Format What is the format of a letter? With a partner, briefly outline the format of a letter Time: 3 minutes date signature

15 Letter of Complaint: Situation Situation: You travelled on a plane (i.e., a passenger). A staff member spilled drinks on you. She did not say sorry and was very rude. You felt very unhappy. You want to write a letter of complaint. What kind of information would you include in the letter? Think individually: 30 seconds Discuss with your partner: 2 minutes

16 Letter of Complaint: Situation (Cont.)

17 Letter of Complaint: Content Read the sample letter very quickly What kind of information can you find? Can you find out all the information mentioned just now? Discuss with your partner: 3 minutes

18 Letter of Complaint: Content (Cont.) Worksheet p What type of letter is it?  letter of application  letter of invitation  letter of complaint 2. What is the letter about?  a complaint about a product produced by Airway Pacific  a complaint about the service provided by Airway Pacific

19 Letter of Complaint: Content (Cont.) 3. Fill in the following table. Sender’s name Sender’s address Date of letter of complaint Name of company Company address Recipient’s name Do this individually: 2 minutes Share your answers: 1 minute

20 Letter of Complaint: Content (Cont.) Read the letter of complaint Difficult words Answer Q.4 – Q.19 Do this individually: 7 minutes Share your answers: 3 minutes

21 an airline

22 the cabin crew

23 a pilot

24 passengers

25 Hong Kong International Airport

26 Heathrow Airport

27 to take off

28 to spill

29 an apology

30 Letter of Complaint: Format Worksheet p. 4 Read the different sections (A – N) Match the sections with the corresponding parts in the sample letter Write down the letters in the correct boxes on p. 2 Do this individually: 2 minutes Share with your partner: 1 minute

31 Letter of Complaint: Format (Cont.) Put the sections (A – N) in the correct order (1 – 14)  Hint: from top to bottom Do this individually: 1 minute Share with your partner: 1 minute

32 Letter of Complaint: Format (Cont.) A letter of complaint is always written in formal language What is the usual structure of a letter of complaint? Refer to the different sections (A – N) and the sample letter Discuss with your partner: 1 minute

33 Letter of Complaint: Format (Cont.) Usual structure of a letter of complaint: stating what the complaint is describing factually what has happened explaining why you are dissatisfied giving suggestions on how to solve the problem

34 Letter of Complaint: Useful phrases Read the letter again very quickly (i) Find out 2 sentences that you think are useful for writing a letter of complaint (ii) Identify the meaning expressed in the 2 sentences e.g., I am extremely upset by her unreasonable behaviour. (describing the feeling) Do this individually: 3 minutes Share with your partner: 2 minutes

35 Letter of Complaint: Useful phrases (Cont.) Worksheet p. 5 Look at the list of useful phrases (A – H) Mary uses in her letter What kind of meaning do they express? Match the phrases with the correct functions (1 – 8).  Hint: You may refer to the sample letter Write down the letters in the correct boxes Do this individually: 2 minutes Share with your partner: 1 minute

36 Letter of Complaint: Text-Reconstruction Write down your name on the sample letter Pass it to the front Activity time!

37 Letter of Complaint: Text-Reconstruction (Cont.) Worksheet p. 6 Task: In pairs, re-write the sample letter by filling in the blanks Hints:  use the information you’ve collected on p. 2 – 3  use the useful phrases on p. 5  refer to the structure of a letter of complaint on p. 4 It doesn’t matter if your letter is different from the sample!! Time: 12 minutes