Learning about Language教学实录与评析

江门市新会陈经纶中学高二级英语学案

How to write a complaint letter

Learning goals: 1.

Write a complaint letter by using some useful words and sentence patterns learned in this lesson. 2.

Know how to grade our writing according to some criteria. Learning procedure：

一、文体概述

投诉信是人们在遇到一些不文明现象、所购商品质量差、售后服务不满意等情况下解决问题的一个方法。在语言方面，要注意把握分寸，要公平、公正。投诉信通常包括以下三个方面的内容： 第一段：表明写信目的，投诉的内容（本段尽可能做到客观礼貌，给读信人留下好印象）。

第二段：写明投诉的具体原因。

第三段：提出解决方案，不需展开（这段应体现书信的礼貌原则，可以用类似“如果你能……，我将十分感激”这样的表达方式）。

二、常用词汇

1、抱怨________________ 2、表达不满_________________ 3、忍受_______________ 4、对…满意_____________________ 5、糟糕的服务___________________ 6、采取措施_____________________ 7、解决问题____________________ 8、调查此次事件_______________________________ 9、以粗鲁的方式________________ 10、向…道歉_______________________ 11、出乎意料____________________ 12、合理的解释_____________________13、期待尽快回_______________________________ 三、句式模板： 1．段首常用语：

(1) I am writing to ____________________________________________(投诉)about…

(2) I am most reluctant to _____________(投诉)，but…

(3) I have been pleased with your services for years，but now I ____________________________(感到非常失望). (4) I would like to draw your attention to the ____________(问题). (5) I am writing to _____________(告知你)that I find…unsatisfactory.

(6) I wish to _________________________________________________(表达不满)about…

2．段尾常用语：

(1)It would be highly appreciated if you could…

(2)I believe you will take my complaints seriously and…

(3)I hope you will give due attention to this matter. (4)I would like to get this matter settled by the end of this month. (5)I could not be more satisfied if you can kindly…

(6)I would appreciate it very much if you could…

(7)Your prompt attention and early reply will be appreciated. (8)I am waiting for a reasonable explanation and expecting an early reply. 3．投诉信格式模板（供参考）：

Dear ______, ①I am ______（自我介绍）. ②I feel bad to trouble you but I am afraid that I have to make a complaint about_______ (抱怨的事情). 1

江门市新会陈经纶中学高二级英语学案

③The reason for my dissatisfaction is ______（总体介绍）. ④In the first place, ______（抱怨的第一个方面）. ⑤In addition, ______（抱怨的第二个方面）. ⑥Under these circumstances, I find it______（感觉）to______（抱怨的方面给你带来的后果）. ⑦I appreciate it very much if you could ______（提出建议和请求）and I would like to have this matter settled by ______（设定解决事情最后期限）. ⑧Thank you for your consideration and I will be looking forward to your reply. 四、写作范例 假定你是李华，春节期间随父母到香港旅游。期间遭到导游对游客权益的侵害(如强迫购物以及强加游费等)。请根据以下要点给某英文报社写一封投诉信。

1.投诉原因；2.具体的权益侵害；3.期望如何解决。

注意：1.词数100个左右；2.可以适当增加细节，以使行文连贯；3.开头语和结束语已写好。

Dear editor，

I have just come back from my trip to Hong Kong with my parents. And I'm writing to express my unhappiness with it. I am not satisfied with the tour guide, whose attitude is really terrible. We hoped that we could spend more time on visiting more places, but actually, the tour guide drove us to a shopping center and forced us to buy those expensive stuffs, which, of course, was beyond our expectations. And if we didn't shop, she would insult and threaten us. In addition, she asked us to pay extra charges when visiting some places, which made the trip extremely uncomfortable. We paid for a good tour, not a forced shopping tour. Thus we sincerely hope that the whole society can pay great attention to this phenomenon and take quick measures to deal with it. Yours sincerely，

Li Hua 五、运用模板完成写作练习

假如你是李华,上周六，你有一次不愉快的就餐经历，对餐厅的服务员态度非常不满意。请给该餐馆的经理写一封投诉信，要点如下：

1、

问题：牛肉面有苍蝇，服务员态度粗鲁。

2、

要求：餐厅赔礼道歉。

Dear Sir, __________________________________________________________________ Yours sincerely, Li Hua 六、

Pair work

Share and evaluate Evaluation form：

评分标准

1、是否覆盖所有内容要点

2、是否恰当使用语法结构

3、是否应用多样句式和丰富的词汇

4、是否有效地使用了语句间的连接成分

5、全文结构是否完整合理、紧凑

七、Homework 1、Memorize the sentence patterns; 2、Polish your writing after class and then hand it in.

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