Start the lesson by asking a very simple question: Have you ever had a bad costumer service experience? T will give a brief annecdote to personalize the subject. For example my internet provider Movistar is very bad at fixing problems with their service. I'm always complaining about it. T will use Google Slides presentation to show the questions with images related to the subject, to help them visualize. Ss will share their response with the class. Teacher will nominate Ss to hear their answers and make a brief comment on them.

T will show Ss her own model of a letter/email making a complaint, in this case a complaint to Movistar for a terrible internet service (help conextualize). T will highlight parts/sections of the letter/email so students can get an idea of the structure: -Greeting -Introducing reason for writing -Background information -What went wrong -What you'd like to happen -Closing If there's enough time T might use Google Jamboard so that students can match sentences with the part of the email, for practice. T will give Ss a handout with a summary of the different sections and their order with the text so that they can use it to help them produce their own letter/email.

T will use Google Slides Presentation to highlight important language used in the text. It will be highlighted in a different color and it will also be color coded with the text's sections. T will explain that complaint letters/emails usually have a formal style. If there is enough time T will set up a different Google Jamboard game for students to match pieces of language with their importance/use in the text. So that they can better understand the meaning and practice the languge.

Ss will be instructed to write their own letter/email of complaint, from a previous experience. They will have 10-15 minutes to write. After they finish writing Ss will be put in B.O.R so that they can "publish" their work. That means share their screen, let their partner read it and answer any questions they might have. Ss will take turns to do this. T will monitor and note any errors.

T will nominate a Ss to share their work to the whole class. T will conduct brief OCFB. Ask if they found anything interesting or how they did. Then, DEC. Asking Ss if they can see any mistakes in the text and correct afterwards. Also praise good use of structure and language.