KEYNOTE - ENGLISH VI

UNIT 12 .4
What do you remember about last
session?
VOCABULARY PERSONALITY ADJECTIVES
Complete the text using the following words:
sociable cooperative bold self-confident sensible
irresponsible argumentative anxious
CONTENT

Lesson 12.4: Managing change

Listening: Being assertive

Speaking: Making suggestions

Writing: A letter of complain

Students will be able:
• to role play a conversation trying to be assertive.
• to make suggestions.
• to respond to suggestions they don´t like.
• write a letter of complain.
LEAD IN

What is the kind of personality

which describes you the most?

Are you a flexible person?

Are you an assertive person?

 LISTENING MANAGING CHANGE
CHANGE

Listen to three conversations in which one person wants the other

person to change something they do

2
3
1

1
2
3

3
1
2
 LISTENING MANAGING CHANGE
CHANGE

Listen to the conversations again. Then discuss the questions .

 MANAGING CHANGE BREAKOUT ROOM: TRICKY SITUATIONS
CHANGE

Work in small groups. Discuss what you could say in these situations in order to get the
change you want. Try to use all of the expressions in the Useful language box.
WRITING
CHANGE

Letters /emails of
complaint
DISCUSSION

Have you ever made a complaint?

When?
What happened?
TASK 1
TASK 2: Reading
TASK 3
TASK 4
TASK 5
WRITING: LETTER OF COMPLAINT
1. What four problems does the customer
complain about?
2. What four problems does the customer
think should have happened?
3. What does the customer expect the
company to do now?
WRITING: LETTER OF COMPLAINT
1. What four problems does the customer complain about?

a) The credit card used to prepay the car hire was not acceptable and he/she
had to provide a different card
b) The staff member was particularly unhelpful and unable to explain the reason
why he could not accept his first card

c) There were no cars available in the category he/she requested and he/she was
offered a smaller car.

d) It is now ten days since he/she returned the car and he/she still has not
received the refund which is due for the lower.
WRITING: LETTER OF COMPLAINT
1. What four things does the customer think should have happened ?

a) The company should have informed him about the changes to the website.

b) The staff member should have been more helpful and explained the reasons
why he could not accept his first card.

c) HP Jones should have been given a larger car as there was one available.

d) He/she should have received the refund immediately.

WRITING: LETTER OF COMPLAINT
1. What does the customer expect the company to do now ?
a) He/she would appreciate the company´s co-operation in processing his /her
refund on receipt of the letter and looks forward to a clarification of their
policy re credit cards and car categories.
WRITING: LETTER OF COMPLAINT
WRITING SKILLS: PAST MODALS

Possible actions

Possible actions

criticism

criticism

Possible actions
CANVAS
TASK
METACOGNITION

01 I can make suggestions.

02 I can respond to a suggestion I don´t like.

03 I can write a letter of complain

 REFERENCE

[1]Helen Stephenson, Lewis Lansford & Paul Dummett (2016). Keynote

(Split B) – Upper Intermediate (1era edición). 2017:National Geographic
Learning - Cengage Learning.
Thank you !