T: What ads are they?

Ss: They are ads for a kind of tea.

T: Do you believe it works?

S1: Yes, I believe so. Because some consumers who have drunk such tea say it works.

S2: Maybe it works on you. It may not work on others.

T: Quite right! There may be a situation where you are dissatisfied with a product. Or you may have been disappointed with the outcome of a service you expected. Sometimes in life it is necessary to write a complaint (or adjustment) letter. Whatever the case may be when writing a letter of complaint, the following are all important elements for consideration: structure, content, and standing up for yourself. This is what we are going to learn in this class.

Jeffreys has weight problems. After he bought a Tour de France exercise bike, he didn't lose any weight. So he wrote a Letter of Complaint to Fit Products Ltd. Now please read his letter.

Step II Before you start

Deal with Ex1.

Ask students to read the letter and match the titles (1-6) with the paragraphs (A-E). Remind students there is one extra title they don't need.

T: Please recall the reading strategies in this unit. You are given six minutes to read the letter and do Ex1. Please read the letter quickly and match the titles (1-6) with the paragraphs (A-E). Remember there is one extra title you don't need.

Six minutes later, check the answers with the whole class.