Aws Gheny Aws Gheny

Complaints, functional
Intermediate level


In this lesson students will learn how to use their language in the context of complaints. The lesson will start by brainstorming some examples about explaining a problem, expressing dissatisfaction, and responding to a complaint. Ss will then listen to conversations for people making complaints, then they will do CP on the listening followed by FP.


Abc Grouping

Main Aims

  • To provide clarification and practice of language used for making complaints in the context of Phone bill

Subsidiary Aims

  • To provide fluency and accuracy speaking practice in a conversations in the context of situational complaints
  • To provide detailed listening practice using a text about complaints in the context of phone bills


Lead in/Building context (5-8 minutes) • Generate interest in the topic

Start by asking questions about phones and bills to elicit TL - What kind of smart phone you have? - Is it expensive? - What would you do if you bought a new phone and it didn't work! - How many hours do you spend using your phone? - How much do you spend on your phone bill?

Listening (10-12 minutes) • to practice listening for details

Give Ss gap fill exercise, one for each pair of students. - Ask them to guess the words in the gaps - Ask students to check their in their groups - Play recording 2.12 to 2.14 - Give Ss the answer key

Highlighting target language (7-10 minutes) • Clarify meaning, form ,and pronunciation

Elicit from Ss why we used the TL: - Why we used those sentences, what does it express? - What do we call it when we are not happy about a product? [dissatisfied] - What do we do when we are dissatisfied? [we take action, make a complaint] write marker sentences that they have problems with on the WB and drill the pronunciation.

Controlled practice (8-12 minutes) • To provide practice on using the TL

- Give Ss the grouping task and instruct them to group the sentences in the last task in 4 categories, they will work in groups - Give students answer key - Discuss the answers with the Ss, ask CCQs - Ask students to give at least one more example to each category, in Groups

Free practice (10-12 minutes) • To provide freer oral practice and use the language productively

- Give Ss numbers (1,2,3,4) and instruct them to group into 4 groups, all the 1s ... all the 2s ... - Give each 2 groups a situation. - Give instructions that each 2 groups will take opposite roles, one group will make complaints and the other group will respond to their complaints. - Change roles, same rules - WC FB

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