Yasin Yasin

TP 5b Complaints, listening
Intermediate level


No materials added to this plan yet.

Main Aims

  • To provide gist, specific information and detailed listening practice using a text about complaints in the context of customer complaints

Subsidiary Aims

  • To provide freer speaking and more accurate pronunciation.


Warmer/Lead-in (3-4 minutes) • To set lesson context and engage students

Show a picture on the board and elicit the meaning of complaint. Ask students to think of an instance where they had to make an complaint about something. Let some of the share some information about it and how they felt about it. CCqs: Did you have a problem? Were you happy about it?

Pre-teach vocabulary (8-9 minutes) • To prepare students for the text and make it accessible

Clarify the meaning of some words that might be useful to understand the context. Apologize, Frustrating, Torn Supervisor Hold Replacement Working days

Pre-listening (prediction) (4-4 minutes) • To encourage Ss to listen for gist, and get an overview of what they soon will listen to.

To read Mariahs email and guess what will happen. This exercise will prepare the Ss for the listening they soon will do. They should gist some information from this text, such as Mariahs feelings.

While-Reading/Listening #1 (10-12 minutes) • To provide students with less challenging gist and specific information reading/listening tasks

Listen to the text a second time and see if the prediction was correct and to understand what happened during the phone call. Ex. 2. This is done to confirm the previous gist task. Here the Ss should see if their understanding of the first reading was correct or not.

While-Reading/Listening #2 (9-11 minutes) • To provide students with more challenging detailed, deduction and inference reading/listening tasks

Practice listening for specific information and understand the recording better. Ex. 3. To see if Ss can understand more specific information and not just get the general meaning. If they can answer the two questions it means that they have understood the text in depth.

Post-Listening (8-10 minutes) • To provide with an opportunity to practice pronunciation

Exercise 5 will be used to provide Ss with an opportunity to act as technical support at a company. They will have to come up with own questions to get some specific information from the customer. It is supposed to give Ss the chance to develop fluency.

If time.. • Intonation game

The teacher will read some of the example questions, in random order, to the students (or make up some new questions). The students will have to hold up one finger for rising intonation and two fingers for falling intonation. Have them take turns saying a question out loud, and their classmates can hold up one or two fingers.

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