【公開課課件】投訴信公開課：A Letter of Complaint

Module8Unit23ConflictCommunicationWorkshopALetterofComplaintTourdeFranceLanceArmstrongAsituationaldialogueaboutaTourdeFranceexercisebikeAfter-saleServiceW:Goodafternoon.TourDeFranceexercisebikeafter-saleservice.CanIhelpyou?M:

Yes.Iwouldlikeyoueithertoreplacethebikeortogivebackmymoney.W:What’swrongwiththebike?M:

Well,youradvertgavetheimpressionthatW:Unbelievable!I’msorry,butIcanM:

What?thechainisbrokenandthetyreisflat!

thebikewouldlastalifetime.Butonlyoneweek,onlygetyourbikerepaired.Youmaynothavereadtheinstructionscarefully.falseadsemptypromisescelebrityeffect(名人)ObjectiveAttheendoftheclass,youwillbeabletowritealetterofcomplaint.Prediction6.thepurposeofwriting2.yourpersonalinformation3.falseclaimsmadebythead1.poorquality5.thedetailsoftheinstructionmanual8.poorservice4.yourdemands

7.

rightsofconsumersReadtheletter.Matchthetitles(1-6)withtheparagraphs(A-E).Thereisoneextratitle.poorservice2.falseclaims

3.theproduct

4.moneyback

5.dietprogramme

6.poorquality

ParagraphAParagraphBParagraphEParagraphCParagraphDchallengeyourselvesExample:S1:

WhydidMrJeffreyswritetheletter?S2:

HewrotetheletterwiththepurposeofcomplainingabouthisnewlyboughtTourdeFranceexercisebike.LayoutDearSir/Madamcomma,GreetingIamwritingtoyouabouttheimportedTourdeFranceexercisebikewhichIboughtfrom…Ienclosecopiesoftheguaranteeandreceipt.WhenItookthebikebacktoMogulMegastores,notonlydidthemanagerrefusetogivebackmymoney,butsaidthattheywouldnotrepairthebikeeither.ReasonforwritingInyouradvertisingyouclaimthatbyusingtheexercisebikefortenminutesaday,onewouldstrengthenone’sbodyandloseatleasttwokilosaweek.Reasonforthecomplaint:misleadingadvertisingfortheproductThebikeisnotstableandisextremelybadlymade.Thespeedcontrolstoppedworkingafteraweek…Reasonforthecomplaint:whatwentwrongwiththeproductReactionstoyourcomplaintIwouldlikeyoutogivebackmymoneyassoonaspossible…UnlessIreceiveapositivereplywithin,Itendtotakefurtheraction.YourdemandsIlookforwardtohearingfromyouFormalendingSigningoffGreetingReasonforwritingReasonsforthecomplaintSigningoffYourdemandsReactionstoyourcomplaintYouraddressTheDateThenameandaddressofthecompanyFormalendingClassifytheunderlinedlinkingwordsandexpressionsintothefollowinggroups●manner(方式)●condition(條件)●contrast(對比)●purpose(目的)●reason(原因)●

result(結(jié)果)●time(時間)●addition(遞進(jìn))●relativepronoun

(關(guān)系代詞)so,asif●manner:●condition:●contrast:●purpose:●reason:

●result:●time:●addition:●relativepronoun:asthough

unlessnottoinordertosinceso…that…afteraswellaswhichthatasifdespiteifhoweverasjustaswhenassoonasnotonlyeitheralsoUnderlinetheusefulexpressionsintheletter.

Apersonalletter

ORabusinessletter?

Formal

OR

Informal?假設(shè)上周日你在捷龍超市花了800元購買了一款歐普牌(OPPO)MP4player，出現(xiàn)了質(zhì)量問題?，F(xiàn)請你根據(jù)下表信息給該超市負(fù)責(zé)人寫一封投訴信。廣告承諾質(zhì)量一流音效好網(wǎng)速快售后服務(wù)有保證僅用三天播放鍵失靈雜音大網(wǎng)絡(luò)連接慢店員態(tài)度冷淡,拒絕退款你的要求在兩周內(nèi)辦好退款手續(xù)注意：1.詞數(shù)120左右,信的開頭句已給出,不計入總詞數(shù)；

2.可以適當(dāng)增加細(xì)節(jié),以使行文連貫；3.參考詞匯：音效:soundeffect網(wǎng)絡(luò)連接:networkconnection退款:refundmoneyALetterofComplaintIamwritingtoyouabout…whichIboughtfrom…on…for….Ienclosecopiesoftheguaranteeandreceipt.1.YourreasonforwritingI

amwritingtoyouabouttheOPPOMP4playerwhichIboughtfromJielongSupermarketlastSundayfor800yuan.Ienclosecopiesoftheguaranteeandreceipt.1.Themisleadingadvertising2.Poorqualityoftheproduct3.Poorservice4.YourdemandsWorkinfoursandsharedifferentwritingtasksALetterofComplaintIamwritingtoyouabout…whichIboughtfrom…on…for….Ienclosecopiesoftheguaranteeandreceipt.1.YourreasonforwritingALetterofComplaintInyouradvertisingyouclaimthat…/Theadvertgivestheimpressionthatthe…willlastalifetime.Besides,it…Moreover,…2.ThemisleadingadvertisingALetterofComplaintHowever,onlyafteroneweek,…Evenworsethanthat,…Infact,themoreIuseit,themore...despiteIfollowtheinstructionmanualcarefully.Thefinalstrawcamewhen…3.PoorqualityoftheproductALetterofComplaintWhenItookthe…backtotheshop,notonlydidthe…refuseto…,but(also)wouldnot…,either.…evensaiditwasmyfault.4.PoorserviceALetterofComplaintIwouldlikeyouto…assoonaspossible.UnlessIreceiveapositivereplywithin…,Iintendtotakefurtheraction./IfIdonotgetfullsatisfaction,Iwouldliketotakelegalaction.(Ihavealreadybeenincontactwithmylawyerforadvice.Hehelpedmedraftthisletterandhascopiesoftheguaranteeandreceipt.)5.YourdemandsHomework

1.Pleasefinishyourletters.2.Fillintheformstodopeerassessment.

Questions

Yourassessment評價人Doestheletterhaveclearideas?YesSo-so