1. I can complain politely and effectively

2. * How do people choose accommodation when they go on holiday?  Personal recommendation  Travel website review

7. * Think three possible problems with hotels o Room smell o Air Conditioner is Noisy o Remote Control on Televisions does not work o No security box big enough for computer or camera. o WIFI or Internet Access only in Common Areas o Staff is indifferent and non-caring o Too far from infrastructure of the city

8. * Listen to five dialogues. Match the problems (a-g) with the dialogues (1-5). There are two problems that you do not need. 1e 2b 3g 4a 5d

9. * Read the speaking strategy. Then listen and repeat these phrases from the dialogues, copying the intonation. Tick the ones which are slow and emphatic.  I’d like to make a complaint  That’s just not acceptable  There’s really nothing I can do about it  I’m sorry to hear about that  It’s a disgrace  I’m running out of patience  I’m sorry to hear there’s a problem  I’m really not happy about this  I’ll sort it out immediately  I must apologise

10. * Watch the video and complete the dialogue with phrases.

11. * In pairs, practise making and dealing with complaints. Use phrases from exercise 6. Follow the guide.