Show a picture on the board and elicit the meaning of complaint. Ask students to think of an instance where they had to make an complaint about something. Let some of the share some information about it and how they felt about it. CCqs: Did you have a problem? Were you happy about it?

Clarify the meaning of some words that might be useful to understand the context. Apologize, Frustrating, Torn Supervisor Hold Replacement Working days

To read Mariahs email and guess what will happen. This exercise will prepare the Ss for the listening they soon will do. They should gist some information from this text, such as Mariahs feelings.

Listen to the text a second time and see if the prediction was correct and to understand what happened during the phone call. Ex. 2. This is done to confirm the previous gist task. Here the Ss should see if their understanding of the first reading was correct or not.

Practice listening for specific information and understand the recording better. Ex. 3. To see if Ss can understand more specific information and not just get the general meaning. If they can answer the two questions it means that they have understood the text in depth.

Exercise 5 will be used to provide Ss with an opportunity to act as technical support at a company. They will have to come up with own questions to get some specific information from the customer. It is supposed to give Ss the chance to develop fluency.

The teacher will read some of the example questions, in random order, to the students (or make up some new questions). The students will have to hold up one finger for rising intonation and two fingers for falling intonation. Have them take turns saying a question out loud, and their classmates can hold up one or two fingers.