Teacher tells the students a situation, then asks them a question. -Situation: "I bought a computer on a website and got a different model, I called to request support from the store and they didn't help me. * Question: What can be done in this case? write a complaint to the owner.

Layout: Identify the paragraphs and keywords to write a formal complaint letter. Teacher shows an example, then asks the students to answer some questions using the previous example. * Questions: - How many paragraphs do you identify? Four paragraphs - What words can you use at the beginning? Dear Sir/ Madam - What key phrases can you use? I am writing to complain about… When I ordered… To make matters worse, As compensation for_____, I feel that I should be sent - In the end, with what expression do you close your writing? Yours faithfully, Language (Formulaic language): Identify characteristics of the components of the sentences and the property of the writing. As the students have already identified the sentences to start, develop and finish the writing of their letter, teacher shows them some examples and asks the students to identify the formula that makes up the examples using CCQ's (Concept check Questions) to make meaning, form and apropriacy clear. *CCQ´s: 1. You use: Dear Sir / Madam when you don't know the person's name but, What words can you use when you know the name? (Dear Mr. / Mrs. / Ms. + last name, e.g. Dear Mr. Brown,) Teacher emphasizes that comma (,) is used not a colon (:) e.g. Dear Mr. Brown, not Dear Mr. Brown: 2. Is the letter of complaint formal or informal? Formal Teacher emphasizes not using contractions when writing formally, e.g. I am writing to complain about, not I´m writing… 3. At the end of the letter, what other words or phrases can be used? Yours faithfully, Yours sincerely, I look forward to (hearing from you). I look forward to (your comments on my letter). Person´s name Teacher explains: a) If we have used: "Dear Mr. Brown", we end: "Yours sincerely". b) If we have used: "Dear Sir / Madam", we end: "Yours faithfully". Moreover emphasizes that after the closing words comma (,) is used, the first name plus the last name is written, e.g. Elizabeth Cruz not Elizabeth.

As the example shown Teacher gives a number according to the slide number to use in Google Jamboard to each student and tells them to write a formal letter to complain about "a product" they bought on a website, using the keywords provided, between 130 to 150 words. Keywords: - Dear Sir/Madam or Mr. / Mrs. / Ms. - I am writing to complain about - When I ordered -To make matters worse, -As compensation for_____, I feel that I should be sent -Yours faithfully/sincerely

Teacher exchanges the writings of the students so that they can be reviewed between peers, through the assignment of slide numbers per student, emphasizing that during their review they should be supported by a check list*. Then, in the breakout rooms, they will give feedback to their peers. Teacher models an example and sends students for review and feedback before OCFB. *Check list: 1. Was the letter formal or informal? 2. Did your peer include the keywords? 3. Did you find any mistakes in language? 4. Did it look like a complaint letter?