1、Period 6 Listening，Speaking and Writing Teaching aims 1Learn to find out the causes and wanted results of each complaint. 2Learn to use the expressions people use to complain in the listening text. 3Be able to use polite expressions to complain in certain situations. Teaching procedures Step 1 Leadi
2、n First，have a small talk about the whale watching tour： How do you feel if you see them in the flesh？Do you enjoy a whale watching tour? Next，tell students sometimes not everything turns out the way you wish，so read the ad on Page 25 carefully and find out what you can get if you fail to see these
3、lovely whales. After reading it，discuss and find answers to these questions： 1What can you experience on this tour? 2Would you like to go？What aspect of the tour would you like best? 3When would you get a refund? Suggested answers： 1You can see whales，listen to whales singing，watch them underwater，s
4、ee other marine animals such as dolphins，seals and penguins. 2Various answers are possible. 3If you dont see a whale，you would get half the fare back. Step 2 Listening(Page 26) 1These dialogues between tourists and a tour guide took place after a whale watching tour.Decide which aspects the tourists
5、 might think were good(G)and the aspects they might complain about(B)Listen to the tape and check your answers. Then listen again and number the aspects in the order you hear them. Aspects Good/Bad Order 1Saw whales filmed underwater 2Saw only one whale in the distance 3Heard whales 4Too wet to go o
6、utside 5Saw birds，dolphins and seals 6Boat got back too late Good aspects：1 3 5 Bad aspects：2 4 6 Order：4 3 1 6 5 2 2Listen again. When the tourist complained，what result did he/she want to get from the tour guide and what was the actual result？Complete the table below. Dialogue 1 Result wanted：_ _
7、_ _. Actual result：_ _ _ _ Dialogue 2 Result wanted：_.Actual result：_. Dialogue 3 Result wanted：_.Actual result：_. Suggested answers： Dialogue 1 Result wanted：Not_stated_by_the_tourist_although_she _did_say_she_wanted_to _speak_to_the_manager. Actual result：Not_stated_although _the_tourist_probably_
8、would_not_get_another_ tour_or_a_refund. Dialogue 2 Result wanted：A_full_refund .Actual result：A_full_refund. Dialogue 3 Result wanted：A_full_refund .Actual result：A_refund_of_half _the_fare. 3.Listen to the expressions that each customer used to make his/her complaint. Complete the sentences. Dialo
9、gue 1 (1)Im sorry but _ with the tour. (2)Well，it was _ outside.My two kids _. Dialogue 2 (1)Yes， the whales were awesome but _. (2)Im sorry but _.I now have to make another airline booking and I have no idea whether therell be any seats available._. Dialogue 3 (1)Excuse me，the tour _ and wed _ plea
10、se. (2)_ as were visitors to this area and were leaving tomorrow morning. (3)Well，actually，_. Keys： Dialogue 1：we werent very happy；so wet we couldnt go；are very disappointed Dialogue 2：Im feeling very annoyed；thats not good enough；Id like a full refund Dialogue 3：wasnt what my husband and I had exp
11、ected；like a refund；Im afraid thats no good for us；wed like a full refund 4Listen to the first dialogue and fill in the missing words. TOUR GUIDE：Im sorry but we _ _ the weather and you _ _ whales. ANGELA：Well. Im afraid thats not _ _.Id like to talk to the manager. TOUR GUIDE：Im sure that wont _ _
12、_ _.I know hell _ with me.The _ is that you _ _ whales. Keys： cant control；did see ；good enough；do you any good；agree；fact ；did see Step 3 Speaking Work with your partner，make up dialogues for the following situations. Use expressions like the ones in the box. Perform them for the whole class. Situa
13、tions： 1You missed your flight because you think that it was not announced over the loudspeaker. Complain to an airline official. 2The fish you ordered tastes terrible. Complain to the manager of the restaurant. 3The trousers the tailor made for you are too short. Complain to the tailor. Im sorry bu
14、t. Im afraid.Thats not good enough. Im feeling annoyed with/unhappy about/unsatisfied with.Im not happy about/satisfied with. Id like to talk to the manager.Id like afullrefund，please. Thats no good for me.You should do something about it. Step 4 Writing Write a short dialogue you made up above down.
