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