T presents the following question on a slide: Can you remember a bad customer service experience you have had in the past? You can talk about: Poor restaurant service Poor customer service calls A negative experience while traveling Etc. Ss will be given two minutes to discuss the question openly with the class. This lead-in will hopefully get the Ss thinking about experiences they can potentially use as inspiration in their assignment.

Having finished the lead-in activity, the T will share the document containing the sample letter of complaint. He will asks Ss to read the letter on their own, and then will ask them to match a series of prompts with each paragraph. The purpose will be to emphasize the particular structure of a letter of complaint.

T will then give Ss 5 minutes to highlight any relevant "adjectives expressing dissatisfaction" and "important connectors." This will allow Ss to find some of the target language of their own. Then, T will put Ss into breakout rooms for three minutes, and Ss will have a chance to compare and contrast their findings before coming back for OCFB. T will call on Ss to see what they have found. He will highlight and point out relevant language on his own document accordingly.

T will share a "Writing template" Google Slides with the Ss through the chat. This will allow each student to work on their own letter on the same document, which will help T monitor the Ss and offer feedback in the comment box below. T will continue to share his screen through zoom. The screen will contain the relevant language seen in the Useful Language section of the lesson, so that Ss can go back to it and utilize it accordingly.

The T will put Ss into breakout room groups. He will share a series of items that Ss will have to go through and check while reading their partner's work. These items include the following questions: 1) Does the letter match the structure seen earlier in class? 2) Does the author make use of useful adjectives to express their frustration? 3) Does the author make use of useful connectors to give the letter a structure? If time allows, T will bring Ss back for OCFB to review any recurrent or common mistakes.