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

2. Tell students they are going to review and practice returning goods and exchanging by reviewing the language and discussing the tone and levels of formality.

3. Ask students to take notes so make several pauses for students to do so.

4. Discuss the information the video gives and start with the examples.

5. Discus with the students the cultural information this mani s giving about how people react when working with customers.

6. Ask students to compare their notes so far and practice telling each other about 'Returns and Exchanges' the way they saw it in the video.

7. Tell students they are going to watch the second part of the video and they need to take notes as well.

8. Paly the video and make pauses to discuss the information.

9. Ask students questions, i.e., what's the problem with the blender? what's a warranty?

10. Watch the rest of the video and ask students to sum up the information and present it to the class", "In this video we----"

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

2.  Tell students you bought this coffee maker for your mother as a present for Mother's Day but it is not working and you need to return it. Your mother wants another coffee maker.

3.Ask students to work in pairs and discuss how the complaint can be made.

4. Tell students to include information on the following, follow a logical sequence in describing the problem, don't mention the part names because you don't know them but explain what seems to be the problem, expect a satisfactory solution to the problem.

5. Monitor and offer help as needed.

6. Ask students to write the conversation and ask students to read it to another group for feedback.

7. Using the dialog they wrote and the feedback from other students, ask them to change some parts and get ready to role-play the complaint.

8. Monitor and offer help as needed.

9. Choose students at random to role-play and ask the rest of the class to listen and give more feedback. Then, repeat the activity by using the recommendations and improving their performance.

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

2. Ask students what possibles problems with the backpack maybe and make a list. With this review, students will see how important details are and the use of adjectives in their descriptions. Help with the needed vocabulary.

3. Tell students they are going to work with the procedure of the complaint, not the actual complaint.

4. Ask students what the conditions for the exchange of the backpack are and make a list.

5. Ask students what the possible expressions the shop assistant can use and make a list.

6. Ask students what possible expressions they can use to thank the shop assistant for his/her help.

7. Ask students to work in pairs and choose from the lists you worked with what expressions to use in returning the backpack.

8. Monitor and help with spelling and punctuation as well.

9. Invite students to exchange their complaints with other pairs and give feedback in order to improve it.

10. Ask students to work in pairs and practice orally the expressions to use in making a complaint about some products.

11. Ask students they are going to think of a possible problem with the backpack, then, Student A starts by saying "I want to return this backpack because is stained" and Student B " Says the same sentence but only changing the problem.

12. Then they continue to practice different ways of talking about the problem, A-B, A-B, and continue with,A:  " Can you help me", B:Could you help me...? ,  etc. until they have reviewed as many different expression to talk about complaints.

13. Let the pairs decide what sentences to use to develop the complaint but always taking turns.