Учимся писать письмо - жалобу

Муниципальное бюджетное образовательное учреждение

Гимназия № 19 имени Н. З. Поповичевой г. Липецк

Конспект урока по английскому языку

в 9 классе

« A letter of complaint »

(Учимся писать письмо - жалобу)

подготовила

преподаватель английского языка

Жаглина Татьяна Владимировна

Липецк 2016

Цель урока: Научить писать официальное письмо - жалобу.

Деятелъностная: Тренировать в аудировании, чтении и устной и письменной речи.

Содержательная: расширение знаний о написании официального письма.

Задачи урока:

Образовательные:

• тренировка произносительных навыков;

• развитие речевых умений.

Воспитательные:

• воспитание положительного отношения к изучению иностранного языка;

• воспитание интереса к учению и формирование познавательной активности;

• формирование потребности в практическом использовании языка в различных сферах деятельности.

• воспитание культуры изложения своих идей в письменной речи.

Развивающая:

• развитие внимания, памяти.

• развитие способности к функционально - адекватному

сочетанию лексических единиц и логическому изложению.

Планируемые результаты:

Предметные:

• расширение объема знаний по теме;

• умение писать письмо - жалобу.

Личностные:

• проявление интереса к изучению английского языка;

• формирование уважения учащегося к культуре изучаемого языка.

Метапредметные:

Познавательные

• осуществлять подбор аргументов для решения учебных задач.

• уметь оценивать результаты своей деятельности, анализировать собственную работу, планировать свое действие в соответствии с поставленной задачей. (Регулятивные УУД);

• уметь определять цель учебной деятельности, формулировать собственное мнение и позицию. Уметь с достаточной полнотой выражать свои мысли (Коммуникативные УУД);

• уметь систематизировать материал, сравнивать и рассуждать. (Познавательные УУД).

Коммуникативные

• умение осуществлять деятельность с учётом конкретных учебных задач.

Регулятивные

• умение выполнять действие в соответствии с заданием;

• умение выполнять самооценку.

Оборудование: Компьютер, экран, презентация, раздаточный материал.

Ход урока.

I. Организационный момент.

Т: Good morning, boys and girls! I am glad to see you. Today we shall speak about conflicts and how to resolve them.

II. Фонетическая зарядка.

Т: Say after me: (слайд 2)

III. Речевая зарядка.

Т: Answer the questions.

Наve you ever flown anywhere? When was it? Was the service good? Did you enjoy the flight? (Students’ answers)

III. Развитие навыков чтения и устной речи.

Т:Mr Hampton recently flew from London to New York, and he was very disappointed with the airline company. Look at the company's advertisement, together with his notes. ( слайд 3)

Т: Answer the questions. ( слайд 4)

(Keys: 1 –A; 2 – No; 3- B; 4 – A; 5 - flight number & date of flight; your complaints & example; request for a refund)

Т:Look at the text, read it and say what it is. (А letter) Приложение 1

Т:Read the letter and label the paragraphs with these headings. (Ex.3) ( слайд 5)

(Keys: Paragraph 1: reason for writing. Paragraphs 2 - 4: complaints and examples. Paragraph 5: action to be taken)

T: What kind of a letter is it? (A formal letter)

Т: What is it about? (About bad services)

Т:It is a letter of complaint. What are we going to write today? (A letter of complaint)

Т: Open your exercise books and write the topic of the lesson.

“A letter of complaint” (слайд 6)

Т:Read the letter again and answer the questions:

1. How many addresses has the letter got? (Two addresses)

2. Whose address is in the top right corner? (The writer’s address)

3. What topic sentences are included in the main body? (Paragraph 2 - Firstly, the on-board ... careless. Paragraph 3 - What is more, the ... very rude. Paragraph 4 - Furthermore, the food was awful)

4. What points are included in each paragraph? (Paragraph 1- reason for writing (i.e. to complain. Paragraph 2- complaint (slow, careless service. Paragraph 3 - complaint (rude flight attendants). Paragraph 4 - complaint (awful food). Paragraph 5 - action writer expects to be taker (refund, apology).

Физкультминутка.

Т: Make notes under the headings below ( слайд 7)

Т: Check your answers then use your notes to talk about the complaints. ( слайд 7 – ответы по щелчку)

Т: Look at the following beginnings and underline the adjectives that express the writer's feelings. Then, write the adjectives in the correct boxes below.

(слайд 8)

Т: Check your answers. (слайд 8 - ответы по щелчку )

IV. Обучение написанию письма.

Т: Read the letter and replace the informal phrases in bold with suitable formal phrases from the list ( слайд 9)

Т: Check your answers. ( слайд10)

T: Read the writing tip. (слайд 11)

T: Read and write the plan. (слайд 12)

T: You recently went on a cruise to the Caribbean. Unfortunately, you were very disappointed with the holiday. Look at the company's advertisement, together with your notes and write them down. ( слайд 13)

T: Now answer the questions.

1. What type of letter is this? (A letter of complaint)

2. What style will you use? Why? (A polite, formal style, because the letter is formal)

3. How will you begin your letter? How will you end it? (Begin: Dear Sir/Madam, End: Yours faithfully,… (full name)

4. What topic sentences will you use for the main body paragraphs?

(Paragraph 2: To begin with, I was shocked by the size and condition of the cabin.

Para graph 3: What is more, there was no private bathroom in the cabin.

Paragraph 4: To make matters worse, the food on board was quite unsatisfactory.)

V. Итоги. Оценки.

VI. Домашняя работа. (слайд14)

T: Write a letter to the company, complaining about the holiday and asking for a refund. Use the writing tips and the plan to write the letter. (100-120 words)

VII. Рефлексия:

1.На уроке я работал…
2.Своей работой на уроке я…
3.Урок для меня показался…
4.За урок я…
5.Мое настроение…
6.Материал урока мне был…
7.Домашнее задание мне кажется…

Использованные материалы:

Virginia Evans, Jenny Dooly. Reading & Writing Targets 3.- Blackpill: Express Publishing, 1999г.

Приложение 1

36 Briarfield Road

Carletown

Yorkshire

Y012 6X2

16th February

Customer Service Department

TMN Airlines

62 West Cliff Drive

London

NW6 8TU

Dear Sir/Madam,

I am writing to complain about the poor service I received when I travelled with your airline on 30th January. I flew from London to New York on flight TMN 108 and I was completely dissatisfied.

Firstly, the on-board service was very slow and careless. When I asked for a glass of water it took the flight attendant half an hour to bring one, and the glass which she brought was dirty.

What is more, the flight attendants were all very rude. One spilt a drink on me and didn't apologise or help to clean it up. They were the complete opposite of the "helpful and friendly" staff you describe in your advertisement.

Furthermore, the food was awful. It was cold and tasted horrible. Again, this was quite unlike the "delicious in-flight meal" you advertised.

I am very disappointed indeed. I would like a full refund for the cost of my flight as well as an apology for the appalling service. I hope to hear from you regarding this matter as soon as possible.

Yours faithfully,

Ken Hampton

Ken Hampton

Приложение 2

1. I am writing to tell you how disappointed I am with the calculator that I bought from your shop last week.

2. I am writing to let you know that I was shocked by your company's recent advertising campaign.

3. I am writing to inform you that I am extremely dis­satisfied with a product that I was sold in your store.

4. I am writing to inform you of how disgusted I am with the service at your restaurant.

5. I am writing to say that I was appalled by the standard of your facilities.

6. I am writing to tell you how upset I was at the behaviour of the manager of your Brompton store when I went there last Saturday, 5th January.

Приложение 3

Suggested answer keys:

Dear Sir/Madam,

I am writing to complain about the Caribbean cruise I went on with your company. I travelled on SS Molina from 3-17 April, and I was shocked by your standards.

Firstly, I was disgusted by the size and condition of the cabin. It was small and dirty.

Moreover, I specifically requested a private bathroom but I had to share a bathroom with other passengers.

To make matters worse, the food was of a very poor standard, though your advertisement promises gourmet food.

I feel I am entitled to a full refund for the cost of the cruise. I hope to hear from you as soon as possible.

Yours faithfully,

Brian Wilson

Brian Wilson

Учимся писать письмо – жалобу урок английского языка, 9 класс, У MK Биболетовой М. З.

Автор: Жаглина Татьяна Владимировна, учитель английского языка МБОУ гимназии №19 имени Н.З.Поповичевой г. Липецка

[h] - horrible, inhuman, however, [t] - entitled, protection, important, [r] - rude, guaranteed, request. [1] - declaration, tolerant, delicious, [d] - different, food, disgusted. [n] - complain, disappointed, attention . [s] - absolutely, dissatisfied, respect.

Read the advertisement and the notes:

Fly with TMN excellent service and you are helpful and friendly flight attendants guaranteed … delicious in-flight meals

service - stow and careless

flight attendants - rude

in - flight meal – cold, tasted horrible

Answer the questions:

1. Who is going to read the letter? A an employee/manager of TMN Airlines В an airport official 2. Do you know his/her name? 3. How would you begin and end the letter? A Dear Manager → Yours sincerely +your full name В Dear Sir/Madam → Yours faithfully +your full name 4. What style will you use? A polite, formal В aggressive, semi-formal 5. What points will you include in your letter? … flight number & date of flight … thanks for the services … your complaints & example … personal details about yourself … request for a refund

*

*

*

*

*

*

Reason for writing:

Paragraph 1

Complaints and examples

Paragraph 2 - 4

Action to be taken

Paragraph 5

A LETTER OF COMPLAINT

Make notes under the headings below:

complaint

example

service slow and careless

waited half an hour for a glass of water, then glass was dirty

one spilt drink on him, didn't apologize or help to clean it up

flight attendants rude

it was cold and

tasted horrible

awful food

Mild language

Strong language

disappointed

disgusted

appalled

shocked

upset

dissatisfied

• I am entitled to • receive your immediate attention • Yours faithfully • complain about • Sir/Madam • correct equipment Dear 1) Frank , I am writing to 2) tell you I'm not pleased with the vacuum cleaner (Model #SE375) I ordered from your store two weeks ago. To begin with, the order was incomplete. Many of the special parts that come with the vacuum cleaner were missing. As a result, I was unable to clean the curtains and furniture as I did not have the 3) right things. To make matters worse, the vacuum cleaner is faulty. It does not pick up dust very well. In fact, the carpets still looked dirty after I had vacuumed them. I feel 4) you should give me a full refund. I hope this matter will 5) be sorted out now . 6) Best wishes , Alice Petersen Alice Petersen

Check your answers:

Dear Sir/Madam , I am writing to complain about the vacuum cleaner (Model #SE375) I ordered from your store two weeks ago. To begin with, the order was incomplete. Many of the special parts that come with the vacuum cleaner were missing. As a result, I was unable to clean the curtains and furniture as I did not have the correct equipment . To make matters worse, the vacuum cleaner is faulty. It does not pick up dust very well. In fact, the carpets still looked dirty after I had vacuumed them. I feel I am entitled to a full refund. I hope this matter will receive your immediate attention . Yours faithfully , Alice Petersen Alice Petersen

Writing Tip

When we write a formal letter of complaint about a problem (e.g. something we have bought, the services in a restaurant or hotel, etc), we divide it into three parts: • in the introduction, we state the reason for writing , (i.e. say what I who we are complaining about and why). • in the main body , * we state our complaints and give examples and/or reasons to support them. We use a separate paragraph for each topic. • in the conclusion , we state what action we expect to be taken. * The main body can consist of one or more paragraphs, depending on the number of specific complaints we have. The tone of our letter must be polite and we should never be rude.

Plan

Dear Sir/Madam, Introduction Paragraph 1 reason for writing Main Body Paragraphs 2 - 4 complaints (with examples and/or reasons) Conclusion Paragraph 5 action to be taken Yours faithfully (your full name)

PRINCESS LINES • a large deluxe cabins • private bathrooms • 5 star restaurant with gourmet food

• small cabins, dirty

• had to share a bathroom

• poor quality food

Homework:

Write a letter to the company, complaining about the holiday and asking for a refund. Use the writing tips and the plan to write the letter. (1 0 0-1 2 0 words)

Continue the sentences:

1.На уроке я работал… 2.Своей работой на уроке я… 3.Урок для меня показался… 4.За урок я… 5.Мое настроение… 6.Материал урока мне был… 7.Домашнее задание мне кажется…

Интернет ресурсы: 1. http://avivas.ru/img/news/201111/110476881.jpg 2. http :// parusa 74. ru / images / rechniye _ kruizi / teplohodi / Mihail _ Kutuzov /13 glavnaya _ paluba . jpg