Listening and Speaking:
Complaining and responding to complaints
8B Unit6 Pets
Teaching Design
I Teaching objectives
By the end of the class, students will be able to:
Language ability: · Complain and respond to complaints in proper ways· Apply dialogue patterns in different situations
Cultural awareness: Express more thanks rather than complaints
Thinking quality: To stand in other’s shoes before complaining.
Learning ability: Master the 3Ps principle in dialogues
II Important and difficult points
Complain and respond to complaints properly in different situations.
III Teaching and learning approaches
Student-centered; Activities Based English learning(英语学习活动观); Communicative and Cooperative approaches.
IV Teaching procedures
Stage Activity Activity aims Activity description
I. Lead-in(3mins) A1. Free talk A1. To stimulate students’ background knowledge and arouse interest A1. Ss: Observe and Answer questions about a picture: What happens How does the girl feel What will she complain about Who will she complain to etc.Describe the picture and talk about their experience of complaining about product, service, environment, etc.
II. Task 1(10mins) A2. Listen and answerA3. Read and analyze A2. To enhance listening skills and teach new wordsA3. To analyze dialogue structure and speakers’ attitude between lines A2. Ss: Listen for key information and learn new words “go bad, receipt, exchange, refund”.A3. Ss: analyze dialogue structure and conclude similar sentence patterns. Analyze the manager’s attitude: Politely.
III. Task2(6mins) A4. Role play in a situation where rice goes bad A5. Watch and evaluate A4. To intake and apply sentence patterns to a new situation A5. To evaluate speaker’s attitude and polish the dialogue A4. Ss: complete a new dialogue according to sentence patterns and role play as customer and manager (semi-controlled activity)A5. Ss: Watch a video example and evaluate the manager’s attitude. Conclude the 3Ps principles: Politely, Patiently and Professionally.
IV. Task3(8mins) A6. Role play in a situation where a laptop doesn’t work A6. To apply what have learnt into use A6. Ss: Make dialogues according to sentence patterns and 3Ps principles.(communicative activity)
V.Task 4(10mins) A7. Value love and understanding more in lives A7. To stand in others’ shoes before making complaints and express thanks to the servers A7. Ss: Retell a delivery man’s story according a mind map and discuss whether to make a complaint. Express thanks and love to people around us.
VI Summary & Homework(3min) Homework: Option1: Make a poster to introduce the 3Ps principles while complaining.Option2: Make a dialogue accord to a new situation and preform tomorrow.
V Blackboard Design
VI Teaching Reflection
Students are motivated to apply what they have learnt in real life situations, which makes the lesson more interesting and practical. Students choose to understand and say thank you rather than making a complaint. They learnt how to stand in others’ shoes, which makes this lesson more meaningful. Teacher also pay attention to giving feedback during the whole lesson and have a good interaction with students.
Of course, there is still something to be improved. Some students with lower English level find it difficult to make dialogues on their own. It may be better if teacher can design task 3 into two different levels, which the students in lower level get more scaffolding.
2(共17张PPT)
Module 3
Listening and Speaking
Complaining and responding to complaints
Unit 6
Learning Objectives
Today, we are going to...
make complaints properly in different situations
respond to complaints with “3Ps” principles
Waiter! There's a fly in my soup!
Shh! Don‘t talk too loud！ Everyone will want one！
Rude
Not helping
Warm up
Task
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Task
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Task
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Task
4
Ellen
Listen and answer
1. What was Ellen complaining about
2. What did the manager ask Ellen to show him
Products
Money
Date
Ellen was complaining about the dog biscuits. Many of them were bad.
[r si t] n.收据
go bad 变质
Strategy of
taking notes
Write down key information.
(verbs, nouns, adjectives)
The manager asked Ellen to show her receipt.
Task
1
Ellen
What’s the problem / What's wrong with it
I want to make a complaint about
these dog biscuits.
What's the problem
When I opened the box, I found that many of them were bad.
Oh, I'm very sorry about that. I'll take care of it right away. Can you show me your receipt
I'm very sorry about that. I'll take care of it right away.
Yes. Here it is.
Thanks. Now if you can wait, I'll be back in a moment.
Look!
Sorry to bother you, but I have a problem ...
When I …, I found …
I’m very/ terribly/ awfully sorry about that.
I will take care of it right away.
… I’ll be back in …
Offer an exchange or a refund.
Principle1
politely
Complain properly
Here it is./ Here you are.
Infer: What will the manager do after he leaves Ellen
offer an exchange
(change for a better one)
offer a refund [ ri f nd]
(return the money back)
Excuse me. I want to make a complaint about
Analyze
Ellen
Manager
Excuse me. I want to make a complaint about…
Match
Sorry to bother you, but I have a problem ...
Dialogue structure
Describe the problem
Draw attention
Make an apology
Ask about the problem
Offer a solution
Show the receipt
Describe the problem
Ask about the problem
Draw attention
Offer a solution
Make an apology
Show the receipt
___________, I want to ________
_______________ this rice.
_______opened the bag, ________ that there were bugs in it. _____!
What is____________
_______________about that. I’ll ________ ___ it right away. Can you give me your _______
Yes. Here ________.
Thanks. Please wait, __________in a minute.
Excuse me
make a
complaint about
When I
I found
Look
I’m terribly sorry
receipt
you are
I’ll be back
of
wrong with it
The rice has bugs in it！
Role play
take care
Task
2
Q1: Did they follow the dialogue structure
Q2: What did the manager offer at last, an exchange or a refund
Ellen: Excuse me. I want to make a complaint about this rice.
Manager: What’s the problem
Ellen: When I opened the bag, there were bugs in it. Many of them have gone bad！So disgusting! People may get sick if they eat it.
Manager: I’m very sorry about that. Please give me your receipt, and I will take care of it right away.
Ellen: Here you are.
Manager: Please wait, I will be back in a minute.
Madam, if you like, I could exchange it for you.
Ellen: No, I don't want it. Your rice is not fresh enough.
Manager:
Ellen: I want my money back.
Manager:
Describe the problem
Show the receipt
Draw attention
Ask about the problem
Offer a solution
Make an apology
Yes, I understand.
So what do you want
Fine. Here is your refund.
No problem. Here’s your refund.
Principle2
Patiently
Task
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Role play
Task
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I’m very/ terribly/ awfully sorry about that.
Excuse me, I want to make a complaint about../
Sorry to bother you, but I have a problem...
Describe the problem
Draw attention
Show the receipt
What's the problem / What's wrong with it
Here you are./ This it is.
When I ..., I found…
… I’ll be back in a moment/ second;
Offer an exchange or a refund.
Ask about the problem
Offer a solution
Make an apology
turned on a new laptop for online lessons;
it didn’t work.
Ellen: Sorry to bother you, but I have a problem with my new laptop.
Manager: What’s wrong with it
Ellen: You see, because of the COVID-19, we students need to take online lessons at home recently. But when I turned it on, I found that it didn’t work.
Manager: I’m awfully sorry about that. Can I have a look at your receipt
Ellen: Sure, this is it.
Manager: Umm, you just bought it last Firday. It’s brand new. I’m sure we can fix it. Please wait, I’ll be back in a second.
Manager: Madam, thank you for your waiting.Don’t worry, your laptop
______________________.It is just __________.
Ellen: Oh, thank you so much! You’ve been a great help!
Manager: You are welcome!
out of power .
doesn’t have any problems.
Q1: What’s the real problem with Ellen’s laptop
Q2: What’s did the manager say to make her satisfied
Don’t worry,
I’m sure
Make a promise
Principle3
Professionally
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Task
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Sorry to bother you,but my food delivery has been late for 30 minutes…
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Task
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你将听到外卖员(delivery man) Jack描述他一天的工作。录音播放两遍。请根据所听到的内容，记录思维导图提示的信息，在50秒内说一段话转述Jack的话，包括四个要点的内容。
Retell
1. When to start
2. Where to travel
3. What to do
4. What to worry
Strategy of taking notes:
1st listening:
Write down key information
2nd listening:
Make sentences complete
Correct:
tense & third person
Complete:
Key information & full sentences
Coherent(连贯的):
Linking words
Strategy of retelling: 3C
You can start like this:
Jack is a delivery man. __________________
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Jack is a delivery man. He starts to work at 8 o’clock in the morning every day. Then he rides a bicycle to travel between restaurants and people’s houses. He works very hard to deliver food on time. Because he worries about getting complaints from his customers.
Respond to complaint
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I don’t know how to respond to complaints. I will be fined (罚款) 50 yuan for that.
3Ps principles
Politely
Patiently
Professionally
Key words:
sorry; late; heavy rain; traffic jam;
Come as fast as possible; get
there in 15 minutes
I’m very/ terribly/ awfully sorry about that.
I’ll … in a minute/ second.
I understand…/ No problem.
I’m sure…/ Don’t worry…
Jack: I am terribly sorry about that. I am late because of the heavy rain and traffic jam. But don’t worry. I’m coming as fast as possible. I’m sure that I can get there in 15 minutes. Thank you for your waiting and your understanding.
If you were Ellen, what will you respond
Thank you. Take your time(慢慢来) and be careful.
Please hurry up, or I will give you negative comments(差评).
Make conversations Principles Expressions
Complain Properly Excuse me, I want to make a complaint about..
Sorry to bother you, but I have a problem...
Respond to complaints 3P Politely What's the problem / What's wrong with it
I’m very/ terribly/ awfully sorry about that.
Please wait, I’ll be back in a minute/ second.
Patiently I understand, madam/sir.
No problem.
Professionally I’m sure…
Don’t worry…
Love & understanding Review
Homework
Make a poster to teach others how to make complaints properly and respond to complaints with “3Ps” principles.
Customer Delivery man
make a complaint about food delivery It has been late for 30 minutes take your time Problem
terribly sorry; heavy rain, I am sure, 15 minutes;
thank you for your understanding
Option 1:
Option 2:
Make a dialogue according to the situation:
Goodbye and Good luck!
Unit 6
