Nisha Nisha

Practice listening in the context of people talking about bad service
Intermediate level


In this lesson, students practise listening in the context of people talking about their experience with bad customer service and how they handle these situations. The lesson starts with audio clips on the topic, followed by speaking practice relevant to the context and finally ends with a role playing activity


Abc Blue tack
Abc Board cards
Abc Board Markers
Abc Computer
Abc Hand written sentence cards
Abc Pictures
Abc Projector
Abc Speakers
Abc Whiteboard

Main Aims

  • To provide specific information listening practice using an audio in the context of people speaking about bad customer service experiences and what they did in the situation.

Subsidiary Aims

  • To provide fluency speaking practice in a free speaking in the context of people's experience of bad service


Warmer/Lead-in (5-6 minutes) • To set lesson context and engage students

T will talk about an experience when she had a bad experience at a restaurant and how it was resolved. Asks ss :Have you ever had an experience where you have complained......? to a taxi driver to a waiter to hotel staff someone else Why did you complain? What did you ask the person to do? What happened?

Pre-Listening (6-8 minutes) • To prepare students for the audio task and make it accessible

Pre teach vocabulary: hooligan, aggressive, filthy, exhausted, annoyed, ravioli. Use pictures to elicit meaning.

While-Listening #1 (7-8 minutes) • To provide students with less challenging gist and specific information from the listening task

Set up audio task. Instruct students to look at exercise 1. Answer questions in specific detail. Examples:1. TAXI - Why did the man get annoyed? THE HOTEL- What problems were there with the woman's room? RESTAURANT- Why did the man ask the waitress to change his ravioli? Stop audio after each clip and elicit answers from the students. Check answers in an open group.

While-Listening #2 (6-8 minutes) • To provide students with practice of the target language for the post-listening activity

Prepare students for the role-play. 1. Practice and drill phrases they will need to use. -How can I help you? -Excuse me, I bought a _____ from here, last week. It's a bit small/tight for me. -I'd like the same______ in the next size, please. -I'd like a refund, please. -We don't have the same____ in the next size, I am afraid. -In that case, I'd like a refund. -Sorry, we cant refund your money. it's against our policy.If you'd like to exchange your dress for something else, I'd be glad to assist you. -Good evening. Are you the manager? -I am sorry you didn't enjoy your meal. Thank you for bringing this to our attention.Please accept our sincere apologies. Display phrases and words on the board. Introduce words the ss would need for the task. Branch, staff, goods, in stock, services, guarantee, refund, bill.

Post-Reading/Listening (10-15 minutes) • To provide with an opportunity to respond to the text and expand on what they've learned

Group the ss into 2.Pair the students. Table 1:Handout the first text about the customer to one and the shop assistant to the other of each pair. Table 2: Handout the text about customer and restaurant manager. Demonstrate one with the ss. 1 demo- T is the customer. 2 demo- T is the restaurant manager. Read/Display the rules The task has to be completed. One of the pair has to convince the other. It has to be a polite conversation. No rude language. Give reading/ preparation time to ss. Start role play. Monitor and make notes. Group feedback and corrections as required.

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