The teacher shows students a picture of a person complaining to a certain company and asks them these questions: 1. What is this person doing? 2. How is this person feeling? 3. What will happen next? 4. Have you ever complained to a company?

The teacher shows a model of a complaint email that students must read, then gives them a link to a Google form quiz that contains two questions to check their general understanding (gist) of the email. Students have 3 minutes to complete it. Answers: 1. A broken product. 2. To give him a full refund or replacement. After that, students with the teacher's help do a matching task, where they have to match the parts of the email with their functions. This should take them 2 minutes. Answers: Greeting – A polite opening. Introduction – A clear reason for writing. Details of the complaint – Explanation of the issue. Requested action – What you expect as a resolution. Closing – A polite ending. Later, the teacher shares a Google Forms quiz, where they must match the phrases or sentences with the names of the different stages of a complaint email. Ss have 4 minutes to complete the task. When they finish, the teacher goes over the answers and why they might be correct or incorrect. Answers: Greeting: "Dear Sir/Madam," Introduction: "I am writing to complain about the headphones I purchased from your store last week." Details of the Complaint: "They stopped working after two days." Requested Action: "I would appreciate a full refund or a replacement." "Please let me know how to proceed." Closing: "I look forward to your response."

In this stage, the teacher gives students a link to a Google form, which has several questions with multiple answer questions where one of them is the meaning of the expression. They have 3 minutes to do it, and when the T and Ss as a class go over the answers he asks CCQs to confirm understanding. All of the above is used to provide students with the meaning of those useful expressions so that they can have them clear to write their own emails more confidently and accurately. USEFUL LANGUAGE - I am writing to complain about… - I would appreciate… - Please let me know how to proceed. - I look forward to your response. - Best regards In case there is time, the teacher would provide them with synonyms, similar expressions, etc.

Students think of a complaint they have had, or they can make one up. Then they have 7 minutes to write their own complaint email, with the teacher reminding them to use the stages and useful language taught during the lesson. They do the writing in the teacher's Google Slides presentation on previously labeled slides.

In this last stage, Ss read each other's emails and assess themselves while keeping in mind certain questions and parameters. The questions are: 1. Does it have the useful language? 2. Does it describe the issue/problem well? 3. Polite language (greetings and closing)? 4. Does it have the demands the client wants?