1. What did you buy online recently ? T: For example, I bought a hard disk / hard drive. What about you ? 2. Were you happy about it ? If not, what did you do ? 3. What do you do when you don’t like the product ?

T: When you don't like a product, you can send it back and send an email where you explain what went wrong. For example, 2 years ago, my dad bought a video projector. We were very happy about it. For the video projector, my dad purchased a white screen on Amazon. But this time, we were very disappointed. Let’s take a look at this email I could have sent to the company. You have 2 minutes to read it (2'): Good morning, I am writing to complain about the video projector screen I bought from your company 2 weeks ago. (ref. #3GH7UKL) First of all, the product arrived damaged. When we opened it, there were several hollows in the metal frame. Also, there were black marks on the white surface. Finally, after only 2 uses, we couldn’t close and open the screen properly. I hereby request a refund of my full purchase amount including delivery charges. I look forward to hearing from you in the next few days. Best regards, Maïlys Rouleau Qs about the text: > How many problems did I have with the product ? > What was the first, second, third one ? > How many sections in the email do you identify here ? How many parts do we have ?

Students have 5' to complete a table that explains the different sections of the complaint email: name of the section, function and main idea. T: Let's do the first one together. What is 'good morning' ? A greeting. Feedback: 1' We review together the sections on presentation to check understanding.

T shows the model again and asks CCQs: LANGUAGE: Grammar: Past simple: > What tenses do we use ? Past simple > In which section do we use the past simple ? 3 > Why ? Because we describe facts that happened 2 weeks ago. Present Simple: > In which section(s): 4 and 5? > Why do we use the present simple ? Because we propose a solution now. Present Continuous: > Where ? At the beginning of the email: I am writing. > Why do we use present continuous and not simple here ? Because it’s an action that is happening now and progresses in the future. > At the end of the email, am I still writing ? Yes. APPROPRIACY: > Is it a formal or informal email ? Formal > What makes you think that it’s formal ? Paragraphs, Transition words (connectors), No contractions. Task 2: T shares screen so students can see the task: T: You have to decide if the expressions are formal and informal and classify them in the columns. You have 4-5'. Feedback (1')

T shares link (Google Doc) to the students. On the document, there are 2 different products, students have to imagine possible issues with these products. Also, they have to think about possible solutions and write down their ideas. T: Let's do the first one together: What could be a possible problem for a piece of clothe you bought online ? Ss: wrong size, color... You have 5'-7' Expected answers and ideas: Delay, bad service, wrong size / color, broken, stained, torned, noisy, missing item, doesn’t work anymore, not like the photo...

T: Now, think about a product you bought recently. If you didn’t buy anything, imagine that you purchased a faulty product online. > Think of 3-4 problems you had. > Use the shared document to write a formal complaint email with greetings, introduction, body, conclusion and closing. > Make sure there are paragraphs. > Word count: 100-150 max > Time 8'-10'

T: Now let’s check your emails. Checklist: → Do we have the 5 parts ? → Is it formal ? Yes, he asks very politely... → How can we improve this part ? → ...