Unit 8 - Session 2: A Smile Goes A Long Way
Unit 8 - Session 2: A Smile Goes A Long Way
Unit 8 - Session 2: A Smile Goes A Long Way
Lesson Overview
1 GET STARTED: An unpleasant experience
2 READING: How do you deal with the little things in life?
3 CRITICAL THINKING: Identifying the writer’s purpose
4 SPEAKING TASK 1: Dealing with stress
5 LISTENING: Hotel troubles
6 SPEAKING SKILLS: Making complaints and showing understanding
7 SPEAKING TASK 2: A messy hotel room
8 PROGRESS CHECK
GET STARTED
An unpleasant experience
When was the last time you had to make a
complaint at a store or restaurant? What
happened? How was the issue resolved?
6. What a _______!
SPEAKING SKILLS
Making complaints and showing understanding
Look at the different ways to complain and to show
understanding when someone complains. Which ones
sound formal (F)? Which sound informal (I)? In what
situations would you hear these expressions?
1. I’d like to make a complaint. ____
2. This is horrible! ____
3. My deepest apologies. ____
4. What can I do to solve the problem? ____
5. I find this unacceptable. ____
6. I can’t believe that. ____
7. What a nightmare! ____
8. I sincerely apologize. ____
SPEAKING SKILLS
Making complaints and showing understanding
Work with a partner. Student A chooses a situation and makes a formal complaint to a
manager for each situation. Student B shows understanding. Use the phrases from the
Useful Language box. Then switch roles.
Situations: USEFUL LANGUAGE
1. You ordered soup at a restaurant, and it was cold. I’d like to make a complaint.
We are not happy with our rooms. We I’m very sorry to hear about the rooms. We
expected to have rooms that were . . . want our customers to be completely satisfied.
PROGRESS CHECK
Now I can . . .
make a complaint.
show understanding.
Thank you!