Game! Test your memory !

LOOK AT THESE SENTENCES QUICKLY: A) DEAR SIR / MADAM: B ) YOURS FAITHFULLY, C ) I’M SATISFIED WITH THE STAFF OF THANH BA POST OFFICE . D ) THIS LETTER IS WRITTEN IN HOPE THAT YOUR POST OFFICE WILL BE A BEST PLACE

WHAT CAN YOU REMEMBER ?

A) DEAR SIR / MADAM: B ) YOURS FAITHFULLY, C ) I’M SATISFIED WITH THE STAFF OF THANH BA POST OFFICE . D ) THIS LETTER IS WRITTEN IN HOPE THAT YOUR POST OFFICE WILL BE A BEST PLACE

WRITING A formal LETTER TO EXPRESS SATISFACTION / DISSATISFACTION UNIT 9: Nguyen Van An 76 Hoang Van Thu Street Ha Noi city THE DIRECTOR OF THANH BA POST OFFCE

TASK 1: Rearrange the following sentences in the correct order of a letter: A) DEAR SIR / MADAM, 3 B) I’M SATISFIED WITH THE STAFF OF THANH BA POST OFFICE . THEY ARE ALWAYS THOUGHTFUL AND COURTEOUS TO CUSTOMERS C) I’M WRITING TO GIVE COMMENTS ON YOUR POST OFFICE’S SERVICES 2 5 D) YOURS FAITHFULLY, E) I KNOW YOU AND YOUR STAFF HAVE DONE WELL AND THIS LETTER IS WRITTEN IN HOPE THAT YOUR POST OFFICE WILL BE A BEST PLACE 4

part Part 1 Format Part 2 Part 3 Example -EXPRESSING YOUR SATISFACTION OR DISSATISFACTION I’M SATISFIED WITH THE STAFF OF THANH BA POST OFFICE Part 2 -STATING THE REASON FOR WRITING LETTER THIS LETTER IS WRITTEN IN HOPE THAT YOUR POST OFFICE WILL BE A BEST PLACE Part 3 -EXPRESSING YOUR HOPE / WISHES I’M WRITING TO GIVE COMMENTS ON YOUR POST OFFICE’S SERVICES

-EXPRESSING YOUR HOPE / WISHES PART FORMAT EXAMPLE 1 2 3 -STATING THE REASON FOR WRITING LETTER I’M WRITING TO GIVE COMMENTS ON YOUR POST OFFICE’S SERVICES -EXPRESSING YOUR SATISFACTION / DISSATISFACTION I’M SATISFIED WITH THE STAFF OF THANH BA POST OFFICE THIS LETTER IS WRITTEN IN HOPE THAT YOUR POST OFFICE WILL BE A BEST PLACE -EXPRESSING YOUR HOPE / WISHES

There are some more useful expressions of satisfaction and dissatisfaction 1- I’m pleased with ..... 2-the good point is… 3- I’d like to comment on … 4-I’m writing to express my dissatisfaction with… 5-I’m writing to complain about ….

TASK 2: After a year in the job, the director of Thanh Ba Post Office has invited residents in the neighbourhood to write letters to him describing the quality of the services they have received. Discuss what services the residents can write about

What services?

1) What is Thanh Ba Post Office equipped with? use the pictures and cues to express SATISFACTION or DISSATISFACTION about Thanh Ba Post Office: 1) What is Thanh Ba Post Office equipped with? Thanh Ba Post Office Advanced technology / spacious

1) I’m satisfied with the Post Office because it is equipped with advanced technology and a spacious place for transaction

2)How are the staff of the Post Office? Staff / well-trained / thoughtful / courteous to customers

2- I’m pleased with the staff of the Post Office because they are well-trained , thoughtful, and courteous to customers

3) How is the security condition of the Post Office? No one/ keep / motorbikes / bicycles

I’m writing to express my dissatisfaction with the security condition of the Post Office because there is no one to keep my motorbike or bicycle

4)How are the services of Thanh Ba Post Office ? Express money tranfer / speedy / secure

4) I’m pleased with the services of Thanh Ba Post Office 4) I’m pleased with the services of Thanh Ba Post Office. Especially, the service of express money transfer is very speedy and secure

5)How are the opening hours of the Post Office? THE closing HOURS / EARLY

5) The closing hours of the Post Office are too early I think it would be better if the Post Office is open until 10pm, so that customers can have more access to your services

Task 3: write a full letter , using the ideas discussed in task 2 Nguyen Van An 76 Hoang Van Thu Street Ha Noi city THE DIRECTOR OF THANH BA POST OFFCE

-I’m writing to express my dissatisfaction with… PART 1: STATING THE REASON FOR WRITING LETTER - I’M WRITING TO GIVE COMMENTS ON YOUR POST OFFICE’S SERVICES PART 2: EXPRESSING SATISFACTION OR DISSATISFACTION - I’M SATISFIED WITH THE STAFF OF THANH BA POST OFFICE . ……. -I’m writing to express my dissatisfaction with… PART 3: Expressing your hope / wishes -THIS LETTER IS WRITTEN IN HOPE THAT YOUR POST OFFICE WILL BE A BEST PLACE

DEAR SIR: I have been using the services provided by Thanh Ba Post Office for years and I am in response to your call for Customers to express their satisfaction or dissatisfaction towards the Post Office services. Like many other customers,I find your Post Office a well-equipped and reliable address.

Firstly,I’m impressed by your spacious place for transaction, the seats are clean. The nine telephone boxes are always available so customers do not have to wait to make their call. More interestingly, I am satisfied with the prices of the services Although the packing area is large, it has no security guards and I sometimes feel insecure leaving my motorbike there.

And the last point I would like to comment on Is the opening hours of the Post Office. I think it would be better if the post office is open until 11pm so that customers can have more access to your services. I know that you and your staff have done so far for the development of the Post Office. This letter is written in the hope that your Post Office will be made a better place Yours faithfully, Nguyen Van An

HOMEWORK: write a letter to express the satisfaction / dissatisfaction about Bao Loc Post Office

THANK YOU FOR JOINING US !