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Презентация «Making complaints & requesting actions»

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  • отработка в речи лексико-грамматических конструкций, используемых в функции выражения жалобы и просьбы;
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«Презентация «Making complaints & requesting actions»»

Aim:    speaking skills development in «Making complaints & requesting action»   to complain = to make a complaint = to state the problem to request action = to ask an action

Aim:   speaking skills development in «Making complaints & requesting action»

to complain = to make a complaint = to state the problem

to request action = to ask an action

State the problem     drinking my coffee   you are reading my magazine  food is  wearing my scarf  the hotel room is  cold   dirty   too spicy

State the problem

drinking my coffee

you are

reading my magazine

food is

wearing my scarf

the hotel room is

cold

dirty

too spicy

  • Excuse me
  • I`m sorry but
  • I hate to complain but
  • I`m afraid
Express your feelings This is unacceptable wrong ridiculous

Express your feelings

This

is

unacceptable

wrong

ridiculous

Ask for action Be polite! (Could, Would, Can)

Ask for action

Be polite!

(Could, Would, Can)

  • you give me …
  • you return me …
  • I take …
3-step process to complain State the problem Express your feelings Ask for action Be polite! Be polite! Excuse me I`m sorry but I hate to complain but I`m afraid (Could, Would, Can) you give me … you return me … I take … This is unacceptable wrong ridiculous

3-step process to complain

State the problem

Express your feelings

Ask for action

Be polite!

Be polite!

  • Excuse me
  • I`m sorry but
  • I hate to complain but
  • I`m afraid

(Could, Would, Can)

  • you give me …
  • you return me …
  • I take …

This

is

unacceptable

wrong

ridiculous

coffee mug high-heeled shoes teapot The heel is broken. The strap is torn. A button is missing. The lens is scratched. The lid is cracked. There's a chip in it. There's a hole in the sleeve. The earphones are damaged. dress Shoulder bag MP3 player digital camcorder cardigan

coffee mug

high-heeled shoes

teapot

  • The heel is broken.
  • The strap is torn.
  • A button is missing.
  • The lens is scratched.
  • The lid is cracked.
  • There's a chip in it.
  • There's a hole in the sleeve.
  • The earphones are damaged.

dress

Shoulder bag

MP3 player

digital camcorder

cardigan

What can you do with faulty product • take it back to the shop • get it repair ed • get a refund (take money back) • get a replacement  (exchange it for another one)

What can you do with faulty product

• take it back to the shop

• get it repair ed

• get a refund (take money back)

• get a replacement

(exchange it for another one)

3-step process to complain State the problem Express your feelings Ask for action Be polite! could, would, can Be polite! Excuse me I`m sorry but I hate to complain but I`m afraid This is unacceptable wrong ridiculous Could you give me a refund, please? • Could I exchange it/them, please? • I bought this/these ... and ... • Could you give me a replacement, please? • I have a problem with this … . It`s/ The … . Can I have my money back, please? • There's something wrong with this.

3-step process to complain

State the problem

Express your feelings

Ask for action

Be polite!

could, would, can

Be polite!

Excuse me

I`m sorry but

I hate to complain but

I`m afraid

This

is

unacceptable

wrong

ridiculous

  • Could you give me a refund, please?

• Could I exchange it/them, please?

• I bought this/these ... and ...

• Could you give me a replacement, please?

• I have a problem with this … . It`s/ The … .

  • Can I have my money back, please?

• There's something wrong with this.

Grandma's Going To The Grocery Store    Grandma's going to the grocery store,   1 2 3 4.  Grandma's going to the grocery store,   1 2 3 4. Who's going?                                    Grandma's going.  Who's going?                                    Grandma's going. Where's she going? To the grocery store.  1 2 3 4.   When's she going?                   At a quarter after  four.  1 2 3 4.   What's she going to buy at the grocery store.  1 2 3 4.  What's she going to buy at the grocery store.  1 2 3 4.  A loaf of bread, a bottle of milk, a big bag of cookies and a little can of peas.   A loaf of bread, a bottle of milk, a big bag of cookies and a little can of peas.    Grandma's going to the grocery store,   1 2 3 4.  Grandma's going to the grocery store,   1 2 3 4.

Grandma's Going To The Grocery Store

  Grandma's going to the grocery store,   1 2 3 4. Grandma's going to the grocery store,   1 2 3 4.

Who's going?                                    Grandma's going. Who's going?                                    Grandma's going.

Where's she going? To the grocery store.  1 2 3 4.

When's she going?                   At a quarter after  four.  1 2 3 4. 

What's she going to buy at the grocery store.  1 2 3 4.

What's she going to buy at the grocery store.  1 2 3 4.

A loaf of bread, a bottle of milk,

a big bag of cookies and a little can of peas. 

A loaf of bread, a bottle of milk,

a big bag of cookies and a little can of peas. 

 

Grandma's going to the grocery store,   1 2 3 4. Grandma's going to the grocery store,   1 2 3 4.

Responding to complains

Responding to complains

  • I`m very sorry about that.
  • I`m really sorry.
  • No problem. We`ll give you a refund immediately.
  • Certainly. One moment, please.
  • Could I see your receipt, please?
  • Of course. Have you got the receipt?
Responding to complains  State the problem Express your feelings Ask for action Excuse me could, would, can I`m sorry but I hate to complain but I`m afraid I`m very sorry about that. This is I`m really sorry. unacceptable wrong ridiculous No problem. We`ll give you a refund immediately. Certainly. One moment, please. Could I see your receipt, please? Of course. Have you got the receipt? you give me a refund, a replacement, an apology and etc., please • I have a problem with this … . It`s/ The … . • Could I exchange it/them, please? • There's something wrong with this ... • Could you give me a replacement, please? • I bought this/these ... and ... • Is it possible to get a refund?/ l'd like to have my money back, please.

Responding to complains

State the problem

Express your feelings

Ask for action

Excuse me

could, would, can

I`m sorry but

I hate to complain but

I`m afraid

I`m very sorry about that.

This

is

I`m really sorry.

unacceptable

wrong

ridiculous

No problem. We`ll give you a refund immediately.

Certainly. One moment, please.

Could I see your receipt, please?

Of course. Have you got the receipt?

you give me a refund, a replacement,

an apology and etc., please

• I have a problem with this … . It`s/ The … .

• Could I exchange it/them, please?

• There's something wrong with this ...

• Could you give me a replacement, please?

• I bought this/these ... and ...

• Is it possible to get a refund?/ l'd like to have my money back, please.


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Предмет: Английский язык

Категория: Презентации

Целевая аудитория: 8 класс.
Урок соответствует ФГОС

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Презентация «Making complaints & requesting actions»

Автор: Дубровская Екатерина Александровна

Дата: 25.12.2019

Номер свидетельства: 533606

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