Introduction
Letter of complaint
This webques is about the letter of complaint and it will explain the meaning, structure, and the process of writing a Letter of Complaint.
This webquest requires the students to watch, read, write, and share using different online resources.
Sometimes we need to write a Letter of complaint to complain about different things and in different situations. eg: To complain about an expired product or a bad service at a restaurant.
Task
At the end of the lesson students should be able to:
Recognize the structure of a letter of complaint.
Distinguish mild tone from the strong tone.
Make a conversation using complaint keywords.
Rewrite two extracts expressing complaints using clear and courteous language.
Process
Process 1: watching a video
- Read the questions on activity 1.
- take notes while watching the video.
- Ask your questions at end of the video.
[video:https://youtu.be/Pt8y8fJr6qA]
Process 2: Read and share
- Set in groups of four.
- Each group reads one section based on their group number. eg: Group number one reads section number 1.
- Highlight main ideas while reading.
https://www.accc.gov.au/consumers/complaints-problems/write-a-complaint…;
- Share your understanding of your section with the other groups.
process 3:
- In pairs, read page number 7 from the essay.
https://www.academia.edu/2626338/Mustafa_Akincioglu_-_Teaching_Writing_…
- Create your own letter of complaint of a topic from your choice considering what we have learned today.
- Use either mild tone or strong tone.
- Share your letter with your classmates.
Evaluation
Students will be evaluated based on the following rubric:
Evaluation Rubric:
|
|
Average |
Good |
Very Good |
Excellent |
Score |
|
Format |
There were many mistakes in the format. |
There were some mistakes in the format. |
There were very few mistakes in the format. |
There were no mistakes in the format. |
/25 |
|
the quality of Content |
The quality of the content provided is not very good and sufficient information has not been provided. |
The quality of the content is fair and good amount of information has been provided.
|
The quality of the content is quite good and sufficient information has been provided. |
The Quality of the content is exemplary and all the required information has been provided. |
/25 |
|
Organization of content |
The content has not been very well organized. |
The content has been fairly organized. |
The content has been well organized. |
The content has been organized in the best possible manner. |
/25 |
|
Grammar |
Students have several grammatical errors. |
Students have some grammatical errors. |
Students have one or two grammatical errors. |
Students have no grammatical errors. |
/25 |
Total: /100
Conclusion
What have we learned today?
Could you write another letter of complaint?
What do you think of the strategies we have used today?
Do you think writing a letter of complaint would be effective in getting the problem solve?
Do you have any questions?
To expand your knowledge and learn more about Letter of Complaint, here is a useful hyperlink:
http://www2.elc.polyu.edu.hk/cill/eiw/complaint_letter_constructor.htm