Презентация "Решение проблемы (Conflict resolution)" 9 класс


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Fly with TMN excellent service and you are helpful and friendly flight attendants guaranteed … delicious in-flight meals

Презентация к уроку английского языка в 9 классе. Учитель английского языка МБОУ гимназии №19 имени Н.З.Поповичевой г. Липецка Жаглина Татьяна Владимировна.

Ex. 1 [h] - horrible, inhuman, however, [t] - entitled, protection, important, [r] - rude, guaranteed, request. [1] - declaration, tolerant, delicious, [d] - different, food, disgusted. [n] - complain, disappointed, attention. [s] - absolutely, dissatisfied, respect.

  • Fly with TMN excellent service and you are helpful and friendly flight attendants guaranteed … delicious in-flight meals
  • service - stow and careless
  • flight attendants - rude
  • in - flight meal - cold, tasted horrible
  • Read the advertisement and the notes:

1. Who is going to read the letter? A an employee/manager of TMN Airlines В an airport official 2. Do you know his/her name? 3. How would you begin and end the letter? A Dear Manager → Yours sincerely +your full name В Dear Sir/Madam → Yours faithfully +your full name 4. What style will you use? A polite, formal В aggressive, semi-formal 5. What points will you include in your letter? … flight number & date of flight … thanks for the services … your complaints & example … personal details about yourself … request for a refund

  • Ex.2 Answer the questions:

Ex.3 Read the letter and label the paragraphs with these headings: •complaints and examples • action to be taken • reason for writing

Conflict resolution

  • (writing a letter of complaint)

  • Ex.3 Make notes under the headings below:
  • complaint
  • example
  • service slow and careless
  • waited half an hour for a glass of water, then glass was dirty

Ex.4 Check your answers then use your notes to talk about the complaints:

  • complaint
  • example
  • service slow and careless
  • waited half an hour for a glass of water, then glass was dirty
  • flight attendants rude
  • one spilt drink on him, didn't apologise or
  • help to clean it up
  • awful food
  • it was cold and tasted horrible

Ex.5

  • 1. I am writing to tell you how disappointed I am with the calculator that I bought from your shop last week.
  • 2. I am writing to let you know that I was shocked by your company's recent advertising campaign.
  • 3. I am writing to inform you that I am extremely dis­satisfied with a product that I was sold in your store.
  • 4. I am writing to inform you of how disgusted I am with the service at your restaurant.
  • 5. I am writing to say that I was appalled by the standard of your facilities.
  • 6. I am writing to tell you how upset I was at the behaviour of the manager of your Brompton store when I went there last Saturday, 5th January.
  • Mild language
  • Strong language
  • disappointed

  • Check your answers:
  • Mild language
  • Strong language
  • disappointed
  • disgusted
  • shocked
  • appalled
  • dissatisfied
  • upset

Dear 1) Frank, I am writing to 2) tell you I'm not pleased with the vacuum cleaner (Model #SE375) I ordered from your store two weeks ago. To begin with, the order was incomplete. Many of the special parts that come with the vacuum cleaner were missing. As a result, I was unable to clean the curtains and furniture as I did not have the 3) right things. To make matters worse, the vacuum cleaner is faulty. It does not pick up dust very well. In fact, the carpets still looked dirty after I had vacuumed them. I feel 4) you should give me a full refund. I hope this matter will 5) be sorted out now. 6) Best wishes, Alice Petersen Alice Petersen

  • Ex.6 •I am entitled to • receive your immediate attention • Yours faithfully • complain about • Sir/Madam • correct equipment

Dear Sir/Madam, I am writing to complain about the vacuum cleaner (Model #SE375) I ordered from your store two weeks ago. To begin with, the order was incomplete. Many of the special parts that come with the vacuum cleaner were missing. As a result, I was unable to clean the curtains and furniture as I did not have the correct equipment. To make matters worse, the vacuum cleaner is faulty. It does not pick up dust very well. In fact, the carpets still looked dirty after I had vacuumed them. I feel I am entitled to a full refund. I hope this matter will receive your immediate attention. Yours faithfully, Alice Petersen Alice Petersen

  • Check your answers:

When we write a formal letter of complaint about a problem (e.g. something we have bought, the services in a restaurant or hotel, etc), we divide it into three parts: • in the introduction, we state the reason for writing, (i.e. say what I who we are complaining about and why). • in the main body,*we state our complaints and give examples and/or reasons to support them. We use a separate paragraph for each topic. • in the conclusion, we state what action we expect to be taken. *The main body can consist of one or more paragraphs, depending on the number of specific complaints we have. The tone of our letter must be polite and we should never be rude.

  • Writing Tip

Dear Sir/Madam, Introduction Paragraph 1 reason for writing Main Body Paragraphs 2 - 4 complaints (with examples and/or reasons) Conclusion Paragraph 5 action to be taken Yours faithfully (your full name)

  • Plan

PRINCESS LINES • a large deluxe cabins • private bathrooms • 5 star restaurant with gourmet food

  • • small cabins, dirty
  • • had to share a bathroom
  • • poor quality food

Write a letter to the company, complaining about the holiday and asking for a refund. Use the writing tips and the plan to write the letter. (100-140 words)

  • Homework:

Использованные материалы:   I. Интернет ресурсы: 1) http://ljplus.ru/img4/g/a/gamz/prin_grand.jpg - изображение лайнера 2) http://www.nowhereelse.fr/wp-content/docs/loftinteriorw-tv-thumb.jpg - изображение каюты II. Virginia Evans, Jenny Dooley. Reading & Writing Targets 3. Student’s Book. - Blackpill: Express Publishing, 1999. III. Virginia Evans, Jenny Dooley. Reading & Writing Targets 3. Teacher’s Book”. - Blackpill: Express Publishing, 1999.