I will give HO and ask students in a group of 3 or 4 talk about these questions: Do you ever buy things from catalogues, from the internet, or even the phone? what are the possible problem?

I will give a sample of complaint letter and ask ss read it and answer the questions in pairs. FB: I will give the answer key Then I will write this question on WB(what do you think about Marcus from his letter? choose the best description)

I will ask 6 questions and students will answer to these questions individually. Then they will pass the answers to the left.They will read each other's answers. ICQ: Are you going to answer in pairs?

I will stick the topics on the walls(greeting, explaining reasons, introducing the complain...) and spread the phrases on my desk. Students will pick up one card and will stick on the wall beside the topic. FB: I will give them answer key I will draw the frame of complaint letter on WB and the topics in an appropriate place.

I will ask students in a group of 5 or 6 write a complaint letter and stick on the wall. Then they will stand up and go around the class and read all the letters and stand beside the best one. ICQ: Are you going to write individually? Are you going to choose the best letter? Are you going to stand beside the best letter or take it? At the end of the class I will take the letters and will correct all.