人教英语选修7Unit3 reading 学案设计(无答案)

LETTERS/EMAILS OF COMPLAINT 研学案

——How to express complaints and justifications effectively and logically

【课前研读】

Task 1 Compare the following letters of complaint. Which letter is better? Why?

假设你是李华，于2015年3月3日搭乘国外某航空公司航班(flight number BA793)回国，旅途的糟糕经历令你很不愉快，现请用英文给该航空公司写一封投诉信。

信件要点包括：

1.陈述写信原因；

2.投诉内容：

1).航班延误了7小时2).登机后的不愉快经历3).托运的行李箱被损坏

3.提出你的要求。

Letter A

Dear Sir or Madam,

I am writing to complain about the terrible flight BA793 which I took to return to

China on February 28th 2018.

First of all, the flight was late for seven hours. What's more, when I was in the plane,

I found it very dirty and noisy. Finally, my check-in luggage was broken when I got it

back.

It is highly appreciated if you could give me a reasonable explanation and a refund

of the ticket. And I hope you should improve your service and assure this will not happen

again.

Sincerely yours,

Li Hua

Letter B

Dear Sir or Madam,

I feel bad to complain but I am afraid that I have to do so for the terrible flight

experience on BA793 on February 28th 2018.

The reasons for my dissatisfaction are all as follows. First of all, the flight was

delayed 7 hours, which made it impossible for me to attend an important meeting in my

homeland. What's more, when I boarded the plane, it 's time for lunch. However, your

company didn't provide us with the meal, which was totally different from what you have

promised. Then, I was angry and disappointed to find that my check-in luggage was

broken and the suitcase could not move as smoothly as before. What was worse, your

company even didn't give me an explanation.

I believe that you are not generally careless like this but I would like your

assurance that something like this will never happen again. Besides, I prefer 50% of

refund and a letter of apology. I will be grateful if you can take my complaints and

requirements into consideration.

Sincerely yours,

Li Hua

Please read task 2 to help you understand why letter (A/B) is better.

Task 2 Read the structure and basic information of letters/emails of complaint and

get a general idea of it. ★ Letters/Emails of Complaint are normally written in a formal style.

I.THE STRCUTURE OF LETTERS/EMAILS OF COMPLAINT

Introduction Paragraph 1 : opening remarks/reason(s) for writing

Main body Paragraph 2-3-4: complaints and justifications(examples or

reasons)

Conclusion Final Paragraph: the expectation as a result of the complaint

and closing remarks

The number of main body paragraphs may vary, depending on the rubric.

II.BASCI INFORMATION OF LETTERS/EMAILS OF COMPLAINT

When you write a letter/email of complaint, you should include the following

information:

In the opening remarks, you should state your complaint, including details of what

has happened and where/when the incident took place.

e.g. I am writing to complain about a waterproof jacket I purchased from your shop

last week.

In the main body paragraphs, you present each of the specific points you are

complaining about. You start a new paragraph for each point and justify these points

by giving examples/reasons.

e.g. Although you advertise "top quality", I felt that the product I purchased was

well below the standard I expected.

In the closing remarks, you should explain what you expect to happen(e.g. to be

given a refund/replacement/apology/etc).

e.g. I would appreciate it very much if you could take measures to deal with/solve

the problem as soon as possible.

You should pay attention to the following :

★ Any complaint you make should be supported with a justification (examples

or reasons).

★ Complaints and justifications can be linked together as follows:

I still haven't received the goods I ordered in spite of /despite the fact that I sent you

a cheque three weeks ago.

Although /Even though I have only used the automatic tin-opener once, it on longer

works. I have written to you twice but you have not taken any action.

I have already written to you twice. Nevertheless,/However, you have not taken any

action.

Task 3 Read the letter and label the paragraphs with the headings below.

A. closing remarks B. opening remarks/reason(s) for writing

C. 1st complaint& justification D. 2nd complaint& justification

E. 3rd complaint& justification

Introduction Dear Sir/Madam,

I am writing to express my strong dissatisfaction

at the disgraceful treatment I received at the Walford

branch of Stimpson's Electronics yesterday afternoon. Para 1

______________

______________

Main body Firstly, the product I was given was not the model

I had asked for. The new X-401 calculator was