Start by asking questions about phones and bills to elicit TL - What kind of smart phone you have? - Is it expensive? - What would you do if you bought a new phone and it didn't work! - How many hours do you spend using your phone? - How much do you spend on your phone bill?

Give Ss gap fill exercise, one for each pair of students. - Ask them to guess the words in the gaps - Ask students to check their in their groups - Play recording 2.12 to 2.14 - Give Ss the answer key

Elicit from Ss why we used the TL: - Why we used those sentences, what does it express? - What do we call it when we are not happy about a product? [dissatisfied] - What do we do when we are dissatisfied? [we take action, make a complaint] write marker sentences that they have problems with on the WB and drill the pronunciation.

- Give Ss the grouping task and instruct them to group the sentences in the last task in 4 categories, they will work in groups - Give students answer key - Discuss the answers with the Ss, ask CCQs - Ask students to give at least one more example to each category, in Groups

- Give Ss numbers (1,2,3,4) and instruct them to group into 4 groups, all the 1s ... all the 2s ... - Give each 2 groups a situation. - Give instructions that each 2 groups will take opposite roles, one group will make complaints and the other group will respond to their complaints. - Change roles, same rules - WC FB