We Are Able To: use emotive words and
formal language to make a complaint
Recap using Self, Pair, Share:
Q: what were we learning to do on Friday?Q: how many formal Openers can you think of?Q: how many features of formal letter writing can you remember?
Oh wow, I can’t
believe I am actually
in the Seafood
Restaurant! I hope it will be
worth the wait!
Could I order Fruits de Mer followed by
local cod, chips and tartare
sauce
Sorry to keep you waiting
but we’re very busy. May I take your
order?
I can’t believe there was a power cut.
We’re never going to be
able to cope!
I don’t believe it!
She’s serving the food with her fingers!
My starter has just arrived, I have been
waiting for 25 minutes and my friends are
now being served their main course. This just
isn’t right!
She’s just dropped my dinner! This
REALLY is unbelievable!
Madam, I’m so sorry but I just tripped on your handbag. It was
in my way!
It’s her fault her stupid
handbag was in the way. I’m so tired we’re under
staffed.
I want to speak to
the manager
?
This has been the worst experience I have ever had in
my life. It is shocking! We waited for over 25 minutes
between courses and that was after queuing for nearly two hours despite having booked three months in advance!
What are you going to do about it?
Oh no when Rick hears about this
I’m going to be in
trouble!
• Play Cassie’s phone call• Play Roselle’s phone call
I wonder if we can do this
again…
I bet Miss is planning to do some maths based on this
restaurant!
I think I was a convincing dissatisfied customer
Laura really was
a rude waitress
I enjoy doing
drama!
Q: how can we write a successful letter of complaint?
MUSTMake reasons for complaint clearUse formal letter phrases to vary the start of openers State what you want Mr Stein to do about your complaintSHOULDHave facts or evidence to support your complaintCOULDMaintain the formal tone throughout the writingUse emotive languageAccurately describe in detail your dining experience but be concise and to the point – don’t waffle