Period6Listening,SpeakingandWritingTeachingaims1.Learntofindoutthecausesandwantedresultsofeachcomplaint.2.Learntousetheexpressionspeopleusetocomplaininthelisteningtext.3.Beabletousepoliteexpressionstocomplainincertainsituations.TeachingproceduresStep1Lead-inFirst,haveasmalltalkaboutthewhalewatchingtour:Howdoyoufeelifyouseethemintheflesh?Doyouenjoyawhalewatchingtour?Next,tellstudentssometimesnoteverythingturnsoutthewayyouwish,soreadtheadonPage25carefullyandfindoutwhatyoucangetifyoufailtoseetheselovelywhales.Afterreadingit,discussandfindanswerstothesequestions:1.Whatcanyouexperienceonthistour?2.Wouldyouliketogo?Whataspectofthetourwouldyoulikebest?3.Whenwouldyougetarefund?Suggestedanswers:1.Youcanseewhales,listentowhalessinging,watchthemunderwater,seeothermarineanimalssuchasdolphins,sealsandpenguins.2.Variousanswersarepossible.3.Ifyoudon'tseeawhale,youwouldgethalfthefareback.Step2Listening(Page26)1.Thesedialoguesbetweentouristsandatourguidetookplaceafterawhalewatchingtour.Decidewhichaspectsthetouristsmightthinkweregood(G)andtheaspectstheymightcomplainabout(B).Listentothetapeandcheckyouranswers.Thenlistenagainandnumbertheaspectsintheorderyouhearthem.AspectsGood/BadOrder1.Sawwhalesfilmedunderwater2.Sawonlyonewhaleinthedistance3.Heardwhales4.Toowettogooutside5.Sawbirds,dolphinsandseals6.BoatgotbacktoolateGoodaspects:135Badaspects:246Order:4316522.Listenagain.Whenthetouristcomplained,whatresultdidhe/shewanttogetfromthetourguideandwhatwastheactualresult?Completethetablebelow.Dialogue1Resultwanted:________________________________________________________________________________________________________________________________________________.Actualresult:________________________________________________________________________________________________________________________________________________Dialogue2Resultwanted:____________.Actualresult:____________.Dialogue3Resultwanted:____________.Actualresult:________________________.Suggestedanswers:Dialogue1Resultwanted:Not_stated_by_the_tourist_although_she_did_say_she_wanted_to_speak_to_the_manager.Actualresult:Not_stated_although_the_tourist_probably_would_not_get_another_tour_or_a_refund.Dialogue2Resultwanted:A_full_refund.Actualresult:A_full_refund.Dialogue3Resultwanted:A_full_refund.Actualresult:A_refund_of_half_the_fare.3.Listentotheexpressionsthateachcustomerusedtomakehis/hercomplaint.Completethesentences.Dialogue1(1)I'msorrybut______withthetour.(2)Well,itwas______outside...Mytwokids______.Dialogue2(1)Yes,thewhaleswereawesomebut______.(2)I'msorrybut______.InowhavetomakeanotherairlinebookingandIhavenoideawhetherthere'llbeanyseatsavailable.____________.Dialogue3(1)Excuseme,thetour____________andwe'd____________please.(2)____________aswe'revisitorstothisareaandwe'releavingtomorrowmorning.(3)Well,actually,____________.Keys:Dialogue1:weweren'tveryhappy;sowetwecouldn'tgo;areverydisappointedDialogue2:I'mfeelingveryannoyed;that'snotgoodenough;I'dlikeafullrefundDialogue3:wasn'twhatmyhusbandandIhadexpected;likearefund;I'mafraidthat'snogoodforus;we'dlikeafullrefund4.Listentothefirstdialogueandfillinthemissingwords.TOURGUIDE:I'msorrybutwe____________theweatherandyou____________whales.ANGELA:Well.I'mafraidthat'snot____________.I'dliketotalktothemanager.TOURGUIDE:I'msurethatwon't________________________.Iknowhe'll______withme.The______isthatyou____________whales.Keys:can'tcontrol;didsee;goodenough;doyouanygood;agree;fact;didseeStep3SpeakingWorkwithyourpartner,makeupdialoguesforthefollowingsituations.Useexpressionsliketheonesinthebox.Performthemforthewholeclass.Situations:1.Youmissedyourflightbecauseyouthinkthatitwasnotannouncedovertheloudspeaker.Complaintoanairlineofficial.2.Thefishyouorderedtastesterrible.Complaintothemanageroftherestaurant.3.Thetrousersthetailormadeforyouaretooshort.Complaintothetailor.Step4WritingWriteashortdialogueyoumadeupabovedown.