There are some

problems.
Stating problems
Addressing problems
  Checking students’ attendance
 Warm Up: Complaining
 How to make a complaint
Today’s  How to respond to a complaint
Agenda  Practice with your friend: Role play
 Reflection
  Have you ever complained before? On what occasion?
 Do you think complaining is a good thing, or a bad thing?
Warm Up:  Why do we complain?
Complaining  What does it mean by a mature complaint?
3 Magic Words
  Use indirect speech:
 I’m sorry to say this but….
 Perhaps there was a mistake in the order…
 Excuse me, but I think there is a problem

How to make a  Keep your voice calm and relaxed

complaint  Use modal verbs: could, should, would, might
 Could you help me please?
politely in  Would you be able to help me?
English  End your complaint with question, not a demand
 I want you to fix this (direct, strong, aggressive)
 How can we fix this?
 Is there something you can do to help me solve this
problem?
  At the end of this lesson, students are able to make
Learning a polite complaints and responds to a complaint in a
Objective right way.
  I’m afraid I have to make a complaint.
 I’d like to make a complaint.
Making a  I’m sorry to trouble you, but…
Complaint
  I’ve got a bit of a problem, you see…
 I’m sorry to have to say this, but….
 Excuse me, there appears/seems to be something
wrong (with)…
Making a
Complaint
  Listening to their problem
How to  Apologize
Respond to  Taking action
Complaints  Checking back
  I’m sorry…
 I’m sorry to hear that…
 Oh, I’m sorry about that.
 Oh dear, I’m really sorry.
 I apologize…/My apologies…
Apologizing
 I (would like to) apologize (for…)
 I apologize for the inconvenience…
 Please accept my/our (sincere/sincerest)
apologies for….
 We were very sorry to hear that…
  I suggest you to leave it with us and we’ll see
what can be done/ what we can do.
 I will send someone to take care of it.
Taking action  Let me check and see what happened.
 Let me straighten this out and I will get back to
you.
  Did everything work out to your satisfaction/
work out okay?
 I wanted to see if the problem has been
Checking back resolved.
 You may be assured that this wont happen
again.
 In the future we will…
 Case #1
Complaining You are staying in a 5 star hotel, there is a famous
rock band staying in the room next door, it is 3am
Roleplay and they are having a wild party, throwing
televisions out the window and keeping you
awake. You have an important business.
 Your teacher puts students into small groups for a big
project. The project is 25% of your final grade. You are in
a group with two other people. One is a hard worker. But
the other texts people a lot and doesn’t do enough work.
Case #2 The hard working student is not bothered by the lazy
student. But you are. Talk to the lazy student or the
professor about the problem.