1. Use the beam projector to show the image suggested in MED.

2. Project the picture of a blow hairdryer and review vocabulary by asking students what this object is used for.

3. Ask students to work in pairs and decide what went wrong with this blow hairdryer that has to be sent back to the store.

4. Write a dialog about complaining to the shop assistant about the product.

5. Encourage students to give details and sound polite in their complaints.

6. Monitor and offer help as needed.

7. Invite students to exchange their dialogs and give feedback to their classmates.

8. Students have practiced writing a dialog about problems with this blow hairdryer so you can use that dialog.

9. If you didn't so the previous activity, tell students they are going to improvise the dialog. First, talk about what the problem could have been.

10. Ask students to work in pairs, to choose their role, the customer, and the shop assistant.

11. This time the customer doesn't want to refund. Decide what the solution can be.

12. Invite pairs of students to role-play in front of the class and decide which was the best complaint and situation.

1. Use the beam projector to show the image suggested in the MED.

2. Ask students if their mothers use these types of pans (non-stick). Are they expensive? Where can they buy them? Do they have a warranty?

3. Tell students they are going to help their mothers complain to the store because this pan is non-stick and food gets stuck to the pan.

4. Ask students to get into groups of three and discuss this situation: their mothers don't speak English, they want their money back, they are angry and need help to make the complaint.

5. They don't need to writ the dialog but the process on how to convince the shop assistants to return the money to their mothers.

6. Invite groups to describe the process and decide if they would finally get the money back or not.

7. Tell students to think of two other kitchen supplies and some possible problems they could have so they need to be taken back to the store for replacement or reimbursement. You may need to work on both concepts as well and I've students examples for them to understand the difference between 'replacement' and 'reimbursement'.

8. Ask students to work in groups and write how to ask for both of them ( replacement and reimbursement)

9. Monitor the activity and ask students to present their plans to the class.

1. Download the file suggested in the MED and make copies for students.

2. Ask students what other situations they can complain about  ( restaurant, services in general) and to think of a possible situation in a restaurant.

3. Tell students they are going to practice making complaints with the following activity that is more like a game.

4. Divide the class into pairs and give each pair a set of cards. Tell the students to take six cards each.

5. Explain that the students are going to make complaints and requests using the words and pictures on their cards as prompts.

6. Write an example dialogue on the board, indicating the language the students should use. Example: A: Excuse me! There appears to be a fly in my soup. B: I’m very sorry about that. A: Could you bring me a new bowl? B: Certainly. One moment, please.

7. Tell the students to hold their cards so that the picture is facing them and the side they have written on is facing their partner.

8. Ask the students to take it in turns to hold up a card to their partner and make a complaint. Their partner apologizes appropriately and after that, the student makes a request. When the students have finished, ask them to exchange cards and repeat the process. Finally, ask pairs of students to present the complaints to the class.

9. Ask students to go back to the picture of the pants and the computer. They are going to work with those two objects in this activity.

10. Tell students to work in groups of three and discuss this situation, they went shopping last week and bought a pair of pants (trousers)  and a computer.

11. Ask students to read in the image what went wrong with both products. You want a reimbursement but there's going to be a problem.

12. Ask students to think about how to start the complaint and how the situation is going to turn into since that reimbursement is not going to be possible.

13. Let groups discuss the case for a few minutes and share with the class what they think.