English materials for
​Secondary school in México

Second Grade

Unit 10

Lesson plan

Lesson plan | Videos | Worksheets & Handouts | PowerPoint presentations
​Exercises for students | Project Ideas | Pop Quizzes & Exams
Introduction (10 mins.)
T asks Ss to brainstorm ideas about possible complaints about products. For example, poor/faulty products, poor customer service and delivery problem. T gives Ss examples of each category or uses flashcards to clarify the concepts. 
Development (15 mins.)
Ss classify a list of reasons for complaining, "F" for faulty product, "P" for poor customer service and "D" for delivery problems.
Reasons for complaining:
  1. The product arrived too late. _D_
  2. The product is broken. _F_
  3. They sent me the wrong item. _D_
  4. They kept me waiting for a long time and didn’t resolve my problem. _P_
  5. The battery charger was not in the box. _D_
  6. They transferred my call from one agent to another several times. _P_
  7. The microwave oven doesn’t cook. _F_
  8. The eject button is stuck. _F_
  9. Their employees are rude. _P_
  10. They do not provide any assistance. _P_
Consolidation (15 mins.)
In pairs, Ss choose a product and make a list of reasons to complain.
  • Cellphone: It's frozen, it's responding slowly, it's overheating, etc.
  • TV: It shows a black screen, TV picture is breaking up, the sound is garbled, etc. 
  • Jeans: Fake pockets, too tight, discoloration, etc. 
Closure (10 mins.)
Volunteers share their list in front of the class. 
Introduction (5 mins.)
Ss classify a list of attitudes into positive or negative.
  • Here's a list of attitudes: friendly +, motivated +, aggressive -, rude -, cooperative +, flexible + , irresponsible -, honest +, indifferent -, inflexible -, intolerant -, responsable +, dishonest -, and involved +.
Development (20 mins.)
T asks Ss if they have had problems with any electrical device, how this situation made them feel and how they fixed it.
Feelings: Upset, Angry, Disappointed,  Sad, etc.
Possible solutions:
  • Restart the device.
  • Reset the device to factory settings.
  • Contact the device manufacturer.
  • Ask for a refund. 
In pairs Ss, read two conversations and answer the following questions: 
  1. What is the mode of communication (face-to-face or phone conversation)?
  2. What is the employee's attitude?
  3. What product is the complaint about?
  4. What is the problem?
  5. What does the customer want?
Consolidation (15 mins.)
T and Ss do a choral reading of the conversations. 
T explains to Ss main expressions and their purposes. 
  • Here's a list of purposes: to offer help, to complain, to ask for more information, to suggest a solution, to apologize, to accept a solution. 
Closure (10 mins.)
Volunteers perform a conversation in front of the class. T provides feedback to Ss. 
T emphasizes the use of attitudes such as mature and serious in complaints.
Introduction (5 mins.)
T show SS some pictures of emotions and elicit some answers from SS.
Development (15 mins.)
T hands out a worksheet to each S and helps them to read a conversation between a customer and employee and classify some underlined sentences according to the emotions they convey.
Consolidation (25 mins.)
T and Ss do a choral reading of the conversation. 
In pairs, Ss do a role-play to practice the intonation and attitude of underlined sentences. 
T encourages Ss to make a list of expressions to express the following emotions: angry, apologetic and grateful. Volunteers read aloud their sentences in front of the class. Ss should use emotions to convey context and meaning. 
Closure (5 mins.)
T encourages Ss to explain the relevance of complaining in a positive attitude to try solving the problems.
Introduction (5 mins.)
First, T write a list of common solutions for complaints such as refund, gift card, reimbursement, free replacement, etc. Then, Ss match them with drawings or flashcards.
Development (15 mins.)
T hands out a worksheet to each S and helps them to check if the sentences propose a solution.
  1. I would like a refund. 
  2. I’m not satisfied with this product.
  3. I’m not leaving until I get money back.
  4. A gift card is OK for me.
  5. I have a complaint to make.
  6. I’d like to talk to the manager.
  7. I would like a full reimbursement.
  8. I strongly demand a free replacement.
  9. My apologies for this inconvenience.
  10. Can I exchange these shoes for a new pair?
Answers: 1, 3, 4, 7, 8 & 10.
Consolidation (25 mins.)
Ss read four excerpts from different conversations and underline the solutions.
In pairs, Ss compare their answers and discuss them.
In pairs, Ss write three complaints on their notebooks. After that, Ss write a solution for each complaint. Once the Ss have finished, they do role-play to practice speaking skills. 
Closure (5 mins.)
T provides feedback to Ss.
Introduction (5 mins.)
T writes a short conversation on the board about a complaint and asks Ss to identify the main parts.
Development (15 mins.)
T describes the parts of a conversation about a complaint: greeting, complaint, details, solution and closing. T gives Ss common expressions of each part.
Consolidation (20 mins.)
T reads aloud a list of sentences and asks Ss to classify them into the part of the conversation that they fit.
List of sentences:
  1. I want to make a complaint. 
  2. I’m sorry to hear that.
  3. Good morning. Can I help you?
  4. The microwave doesn't heat.
  5. I'd like a refund.
  6. Thank you.
  7. What is the problem?
  8. When did you buy it?
  9. Excuse me, but there's a problem with this cellphone.
  10. My client number is 745-205.
T lets Ss produce a draft of a short conversation using what they have learned in class.
​Closure (10 mins.)
In pairs, Ss contrast their ideas and make corrections.
T puts Ss into pairs.
Ss make a list of possible problems with products.
Ss choose one product that may be defective when they buy it. 
Ss establish the mode of communication.
Ss write a list of possible solutions.
Ss write a draft of the conversation. Ss contrast their ideas. 
Ss write the final version of the conversation.
Ss practice the dialogues as many times as necessary.
Ss perform the oral complaint.