Show students a picture of a room from a hotel. tell them that I was at that hotel for one day when I went to Span. show them the a picture of a dirty room. What did I do ? go to the resorption , spoke to the manager. Why did I talk to the manager?Because I had a problem. Try to get illustrate the word 'problems and 'complaints' Ask the students do they have complaints about any thing in life? Have they ever traveled? Did they ever complain? Were they satisfied with the reply?

Asking the students do you think my problem was solved with room I stayed at . Compare with the other picture that I thought the room would look like. Ask the students what might I have done after I came back ın a rush from span. What did I do after I came back from Span? How did I complain? Through letter. What did I write in a letter? Discuss with there partner

Now I read the complaint I wrote to the manager out loud to the students. Allow them to listen carefully and think of how I complaint in a formal or informal way . What do I have to be sure about in a formal letter. Demonstrate on the board Dear .... Starting: I would like to ..... closing : I look forward :::: Yours_____.

Now I read the letter slowly and allow students to make notes but should be only adjectives and nouns they shouldn't, write exact same lines. CCQs 1 Will you write important words or sentences ? words 2/ Will you all write in the group or only one person? only one After writing important words following to my my complain/ Work in pairs Now 3 students that are in a group try to re write the complain in their own words. share It with other groups. Now in pairs write three lines of reply they believe the manager might have sent.

Now group the students in to two groups one ıs a manager and one group is a customer where they will write a complain according to their given card problem they face. Manager group will send a mail for apologize for what bad things happened according to their given card. then they both sıt together ın paırs and check thıer answers.