Telephone complaints
Intermediate level


In this lesson, students will practice their listening skills. In the first part of the lesson, they will be introduced to the context: mobile phones, and will discuss this topic in pairs, and then as a whole class. They will then be asked to think of annoying situations involving a mobile phone, and to discuss this in pairs. The teacher will nominate a few students to give their ideas. They will be shown a few examples (photos) of these situations, and will be asked to comment on them. The teacher will pre teach the vocab, and will play the recording. But just the first dialogue. Students will be asked to guess what the problem is (why one of the characters is unhappy). The teacher will give students a minute to think of the answer, and will then nominate some students for feedback. The teacher will play the recording again, all three dialogues, and ask students to do the exercise on page 92 (the students will be given a couple of minutes to answer the question before listening to the next dialogue). Finally, they will listen to the dialogues again and answer more detailed questions (in three groups. Each group will be given a dialogue to focus on). Each group will choose someone to give feedback to the teacher. For the post listening stage, students will be put in pairs and will be asked to discuss a bad experience they have had involving a mobile phone. Either using the text or the photos (in the pre listening stage) as inspiration. The teacher will ask each person to speak about their experience to the class.


No materials added to this plan yet.

Main Aims

  • To provide detailed listening practice using a text about complaints in the context of mobile phones

Subsidiary Aims

  • To provide fluency speaking practice in a conversation in the context of annoying experience related to mobile phones


Warmer/Lead-in (3-5 minutes) • To set lesson context and engage students

Students will be asked to think about annoying things involving a mobile phone (both problems and situations, headings should be written on the board...). They will be given a little time to think about this with their neighbors, and will give their ideas to the teacher who will write them on the board in a brainstorming activity.

Pre-Reading/Listening (10-12 minutes) • To prepare students for the text and make it accessible

The teacher will then group the students by giving them a phone brand: Nokia, Iphone, Apple and Samsung: Nokias together, Iphones together...etc. They will then be shown a series of photos from a website, and will be asked to comment on each of the photos (what do you think is happening in this photo?). Students will discuss in their groups, and the teacher will then nominate different students to give their ideas, asking for different interpretations whenever possible. The teacher will regroup the students (Samsungs with Iphones and Nokias with Apples). He will then give handouts to the students with a vocabulary matching task. The teacher will ask students to write their answers on the board once they have finished, and will then do whole class feedback. Drilling of the vocab.

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

The teacher will tell students that they will listen to three dialogues and will ask them what they think they will be about. students will first be given a gist task: Who are the characters? Which character is unhappy? The teacher will play the first recording and give students a few minutes to write their answers. He will nominate students for feedback and ask if everybody agrees. He will then tell students that they will listen to the three dialogues and will have to answer three questions (projected on the board): who are the characters? Which one is unhappy? What is he/she unhappy about? Feedback will be given after each dialogue.

While-Reading/Listening #2 (14-16 minutes) • To provide students with more challenging detailed, deduction and inference reading/listening tasks

Students will be asked to look at exercise 2 on page 92 (they will receive a handout) and will be asked to choose the right answers in their pairs. They will listen to the dialogues again to confirm their answer.

Post-Reading/Listening (8-10 minutes) • To provide with an opportunity to respond to the text and expand on what they've learned

The teacher will ask students to pair up (Nokias with Samsungs and Iphones with Apples) and to discuss a bad experience they had involving a mobile phone, using the photos shown in the pre listening stage as inspiration. The teacher may write prompt questions on the board: when did it happen? Where did it happen? What happened? How did you feel? What did you do? After giving students time to think of their story, the teacher will nominate students to tell their stories to the class.

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