1. With the help of illustrations in the Slideshow, ask learners what do they do when they are dissatisfied with a service or product, and if they have ever written a complaint. 2. Show learners an example of an instant message complaint to a customer service representative, and ask learners if they believe this is an effective way to complain.

1. Give learners 3 minutes to read the sample email I wrote and have them answer the following questions: - What is the main complaint stated in the email? - What is the tone of the email? What kind of language does it use? - Which fixed expressions can you identify in the email?

1. Briefly ask some of the learners to share their answers to the questions in the previous task. 2. Try to elicit the following target language, from their answers to the third question: - Unfortunately, I was obligated to offer refunds - To resolve this issue, I would appreciate your cooperation in shipping the books. - I look forward to your reply and a resolution to my problem.

1. Recall the lexical set from the previous task. 2. With the help of Google Jamboard, check Meaning by asking learners to identify in which part of the email would each expression go in, and what function does each expression accomplish in the context of the email. 3. Check the Form in the Jamboard by asking learner which parts of each expression could be changed and how. 4. Check Appropriacy by asking learners if they believe these expressions are formal or informal, and in which other contexts they could use these expressions.

1. Have learners write an email sample on a shared Google Doc, based on the following prompt: "Write a formal email, in which you complain to a company about a defective product and ask for a refund." 2. While learners complete the task, observe them and comment on their writings using the comment tool in Google Docs.

1. Put learners in pairs, in Breakout Rooms. 2. Have learners read a classmate's email and fill-out a checklist in which learners can check which goals their partner's writing accomplished. 3. Have learners provide each other feedback, based on the checklist they just filled up.

1. Give feedback on the previous task, regarding the learners' language use and ability to talk about the topic. 2. Present 2 or 3 common errors I identified during observation of the class, and introduce them to the class utilizing Google Jamboard. Provide context on the mistakes and present how to correct them.