1、LOGOGoals-Students will be able to Read-Analyze the structure and content.1Read-Find out the complaints and justifications.2Speak find complaints and justification for an unpleasant experience in a restaurant3Write-Write the main body of a letter of complaint.4write a letter of complaint with effect
2、ive complaints and justificationsAimsHow to express complaints and justifications effectively and logicallyLOGO假设你是李华，于假设你是李华，于2015年年3月月3日搭乘国外某日搭乘国外某航空公司航班航空公司航班(flight number BA793)回国，回国，旅途的糟糕经历令你很不愉快，现请用英文旅途的糟糕经历令你很不愉快，现请用英文给该航空公司写一封投诉信。给该航空公司写一封投诉信。信件要点包括：信件要点包括：1.陈述写信原因；陈述写信原因；2.投诉内容：投诉内容：1).航班延
3、误了航班延误了7小时小时2).登机后的不愉快经历登机后的不愉快经历3).托运的行李箱被损坏托运的行李箱被损坏3.提出你的要求。提出你的要求。LOGO课前研读课前研读 Task 1 Comparison Letter AvsLetter B Which is better?Why？Lets deal with task 2 first!LOGO课前研读课前研读 Task 2IntroductionMain bodyConclusion state your complaint and when/where it happenedComplaints and justificationsYour
4、expectationPart 1 Part 2Part 3The structure and basic information of letters/emails of complaintLOGOLetter ADear Sir or Madam,I am writing to complain about the terrible flight BA793 which I took to return to China on February 28th 2018.First of all,the flight was late for seven hours.Whats more,whe
5、n I was in the plane,I found it very dirty and noisy.Finally,my check-in luggage was broken when I got it back.It is highly appreciated if you could give me a reasonable explanation and a refund of the ticket.And I hope you should improve your service and assure this will not happen again.Sincerely
6、yours,Li HuaJustifications are missing!LOGOLetter B First of all,the flight was delayed 7 hours,which made it impossible for me to attend an important meeting in my homeland.Whats more,when I boarded the plane,it s time for lunch.However,your company didnt provide us with the meal,which was totally
7、different from what you have promised.Then,I was angry and disappointed to find that my check-in luggage was broken and the suitcase could not move as smoothly as before.What was worse,your company even didnt give me an explanation.LOGOTask 3Para.1Para.4opening remarks:the complaint firstcomplaint&j
8、ustification closing remarks:your expectation Para 2Para 3Para.5secondcomplaint&justificationthirdcomplaint&justification LOGOTask 4 Complaints&JustificationThe product I was given was not the model I had asked for.1The new X-401 calculator was demonstrated to me.However,I had been given the smaller
9、 X-201 model instead.Complaint Justification LOGOTask 4 Complaints&JustificationsThis calculator was much cheaper than the model I requested and paid for.2It didnt have many of the features I needed and was much more basic than the one I was shown to begin with.Complaint Justification LOGOTask 4 Com
10、plaints&JustificationsI was deeply offended by the behaviour of the sales assistant3He was not only impolite,but also unhelpful.He refused to contact the manager Complaint Justification LOGOConclusion Persuasive113232ComplaintJustificationEffectiveLogicalA good complaint consists of+LOGO课中研读 Task 5
11、Match vMatch the complaints with the justifications.Add appropriate linking words if needed.Complaint Justification +Linking wordsLOGOLOGO1.The bus was delayed for one hour,which made it impossible for me to attend a lecture in my school on time.2.I asked the waiter to change another dish,but he did
12、nt change it.Much to my anger,he said to me in a rude manner that he was too busy to change it for me.3.I found my check-in luggage was broken.For example,the suitcase which was newly bought out of shape,and its handle was broken.4.My 2-year-old daughter cut herself on the toy in spite of the fact t
13、hat you claim it is safe for children over 18 months.Result Feeling Example False advertisementLOGOJustifications 2.Feelings 1.Results 3.Examples 4.False advertisementJustifications 5.LOGOComplaints and JustificationsPlease discuss with your partners and try to find out the corresponding complaints
14、or justifications in the table.Try to think of more complaints and justifications yourself.Our customers always come firstLOGOpresent complaints or justificationsGroup 1Group 2Group 3Group 4Try to think of more complaints and justifications.LOGOComplaint 1(Group 1)Complaint 2(Group 2)Complaint 3(Gro
15、up 3)Complaint 4(Group 4)LOGOWriting321Write the main body:Complaints&JustificationsLOGOParagraphs writingLOGOPeer assessmentLOGOAssignmentRequirementsPage 221.Add beginning and ending to your main body.2.Polish the letter according to the checklist before you hand it in.Finish writing the letter.LO
16、GO Vocabulary Punctuation Spelling 45613 2ChecklistCommunication Organization Grammar LOGOLOGOHappy timeBear Lion PandaElephant LOGOTask:Tell us the structure of a letter of complaint.Double your point!LOGOTask:Tell us the tone(mild/strong)of the following sentence and why：I am writing to inform you that I was absolutely horrified by the rudeness of your shop assistant.+10 point!LOGOTask:Tell us what should be included in a good complaint?+5 point!LOGOTask:Please correct the mistake in the sentence belowThe reason for my dissatisfaction is what its not the double-room I ordered.+8 points
