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T: Excellent. Usually we can use the following sentence structures to make complaints.
I’m sorry to say....
I’m so sorry that ....
I hate to have to say this, but....
Could you do sth about....
Why don’t you do something about it?
You should be responsible for it.
You’d better look into this matter immediately.
T: Please make up a dialogue about making complaints with your partner using these sentence structures. You can choose one topic from the chart on page 34 or these three pictures. I’d like to give you three minutes to prepare.
T: Time is up. Now who’d like to act your dialogue out.
Sample dialogue 3
(In a hotel) (S1—a customer; S2—a hotel manager)
S1: Manager, come here please.
S2: What’s the matter?
S1: This room is very noisy whose door faces the street. I want to have a change.
S2: I’m so sorry to tell you there are no more rooms here, because we are having an important sports meeting. The other rooms are ordered. It’s a good chance for you to see what is happening if you have nothing important to do. On the other hand, you can enjoy the scene in the street. Many famous runners like Liu Xiang will come here. It’s great honor for you to see them and if possible you can ask them to sign their names for you.
S1: That’s a great idea.
S1: I have to say the bed in your room is uncomfortable and there is no hot water here.
S2: I’m really sorry for that. We are doing repairs. The pipes in your room are out of order. You can do some washing in the public bathroom. OK?
S1: You should be responsible for it. Otherwise no more customers are willing to stay here, which will be bad for your business because of your poor service.
S2: Thank you for your good advice. We will improve our quality to satisfy our customers to make them feel at home.
Another sample:
(In a restaurant)
Customer: Hello! Waiter!
Waiter: What can I do for you?
Customer: I’m terrible hungry now. Have our lunch been ready yet?
Waiter: Yes. I’ll go and get it for you. (After a while, the waiter come back pushing a handcart.)
There are various kinds of food here, are you ready to order now?
Customer: Yes. A piece of bread, a cup of coffee and an apple, please.
Waiter: OK. Here you are.
(The passenger begins to have his lunch.)
Customer: Oh my God! Waiter!
Waiter: Yes?
Customer: I have to say this, but there is a fly in the bread.
Waiter: I’m terribly sorry about it. I’ll serve you another one.
T: Well-done. So you have learnt how to make complaints. If you meet some unpleasant things next time, you can make complaints to others, using these sentences structures.
Step IV Talking
T: There’s a little time left. Let’s come to TAKING in your workbook. Talk with your partner. You can use what we learned today.
Step V Homework
Ask students to do the Talking on Page 110.
T: Work in groups of four. Read about the tourist destinations below and complete the role cards. Each person in your group will act as one of the travelers. The four of you are going on a trip together but have not yet agreed on where to go. Decide where you want to go and try to solve the problems. Please prepare your questions and answers carefully. Five minutes later, I’ll ask some pairs to act it out.
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