1. Use the beam projector to show the letter suggested in the MED and the picture to go with the second activity in the session.

2. Review what a letter of complaint is and its main purpose. 

3. Discuss with students the difference between making a complaint orally and writing a letter. What's the effect? How effective both complaints have to be? 

4. Show the letter and tell students they need to put the statements in order to make paragraphs.

5. Read for students or ask students to read the sentences and help with vocabulary as needed.

6. Give students some time to figure out what the complaint is about and discuss their answers.

7. Ask students to number the sentences 1-10 individually.

8. When students are finished ask them to compare their numbers.

9. Show students the answers and ask them to read the letter of complaint.

10. Revie vocabulary and what the vacuum cleaner does.

11. Tell students that their mothers had a problem with the vacuum cleaner and need your help to go to the store to return the product.

12.  Work in pairs and make a list of questions to ask your mother on the problem.

13.. Monitor and offer help as needed.

14. Ask students to share their questions with the class.

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

2. Ask students why they would return goods and what their chances are to get another product or their money back.

3. Tell students they are going to watch a dialog where somebody returns something to the store...

4.Play the video and let students watch it.

5. We recommend that you play the first part of the video to practice with listening comprehension skills, but the video also has a section where speech bubbles are used to help students with comprehension.

6. Ask students to think of two or three other good they need to return and the reasons for that.

7. Ask students to work in groups and share their ideas.

8. Have some volunteers share with the class tose ideas and discuss them.

9. Play the video again but this time with speech bubbles and ask students to say those lines but using their original information.

10.Ask students to make an oral complaint about a USB you bought last weekend and now it is not working.

11. Tell students they need to include expressions such as "This is a very low-quality product."

12. Ask students to write some notes in their notebooks and use some apologetic expressions from the shop assistant.

13. Give students a few minutes to organize their ideas and ask them to volunteers and share their complaints with the class.

14. Talk about the way the oral complaint was made and presented.

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

2. Tell students they are going to practice with more different situations bout making complaints. It is recommended that they try to use the expressions and general vocabulary to describe what the problems are.

3. Ask students if they have ever gotten a refund on a product, what was it?

4. Ask students to make an oral complaint about a USB you bought last weekend and now it is not working.

5. Tell students they need to include expressions such as "This is a very low-quality product."

6. Ask students to write some notes in their notebooks and use some apologetic expressions from the shop assistant.

7. Give students a few minutes to organize their ideas and ask them to volunteers and share their complaints with the class.

8. Talk about the way the oral complaint was made and presented.

9. Tell students they're going to practice making oral complaints and this time it is about a marker. You bought a set of coloring markers and one is missing.

10. Ask students to take notes and plan on how to make the complaint.

11. Ask students to work in pairs, one student is the customer and the other one the shop assistant.

12. Think about, what did you buy? What's the problem? what the solution the clerk offers? Are you satisfied?

13 Give students enough time to organize the complaint and help with grammar as needed.

14. ask students to present their complaint to the class and receive feedback.