The T will ask the students to think about one truth and one lie about themselves and them share it with the class, so they can guess what is true and what is not. The T will be the last one and the lie will be: I am married and the truth will be: I do not have a phone! and this statement will lead to a discussion about how expensive phones are in Turkey and the different telephone companies that worked here. If there are more than five students the T will give each of them a paper with a logo of one of the telephone companies and they will pair up accordingly. If there are less than five people there will be two groups one pair and one of three Ss. In those groups they have to discuss and decide which telephone company is the best and which one is the worst and answer the question of the HO-Discussion, they will have 2 minutes to do that. The FB of the activity will be with the WC, first the best one and then the worst one, the T will ask them why is it the worst, and the answers of the other questions.

The T will say: Now we are going to listen to three conversations about people who are unhappy about something. But first let s check some of the words. The T will try to elicit the word complaint, like this: When you have a problem with your cellphone, you go to the telephone company and you..... CCQs: If you complaint, do you have a problem or not? - Yes When you complaint, are you happy or angry? - Angry Is it a verb or a noun? - Noun Then the T will write it on the board. The T will try to elicit the word satisfied by saying: And when you are happy with your product, you are..... There is a famous song with that word for title CCQs: When you are satisfied, are you happy? - Yes Will you complaint? - No Is it a noun or an adjective? - adjective Then the T will write it on the board. The T will try to elicit dissatisfied by saying: And what is the opposite of satisfied? Then the T will write it on the board.

The T will say: now we are going to listen to 3 conversations, in each conversation someone is unhappy. Please tell me what is each person unhappy about? And write that question on the WB. ICQs: Are you telling me why they are satisfied? - No Are you telling me why they are complaining? - Yes The T will play the listening. There will be a quick FB on groups if there are six or more Ss and in pairs if there are less than six.

The T will give them HO-details and tell them to listen conversation 1 again and answer the questions in the first part of the HO. The T will play the three conversations. There should be three groups and each group is going to give the answers of one of the conversations and each person of the group will be one of the characters.

The T will ask some questions about complaining try to elicit Now the T will divide them in two groups one will be costumers and the other will be managers, the T will give each of them a telephone company logo to represent. The idea of the role play is to get to an agreement. Maybe the costumer wants a new phone and the manager will give one. The costumer needs to be happy at the end but the manager needs to think about their business The T will give them the HO-RolePlay Give them 1 minute to think about what to say and read their HO, they can check in their groups if they want to. Pair them up and give them 5 minutes. After that, there will be a quick FB.

During the role play the T will monitor and take notes of the mistakes and also of the good phrases she hears. After the activity the T will do a error focused FB on the WB with at least four sentences, three mistakes and one good one. In case there is still time the T will do a couple more sentences. For this activity the T will write the sentences on the board and ask the Ss to give the correct answer on the WB.

The T will interchange the roles and ask the costumers to be the managers and the managers to be the costumers but this time they have to come up with their own problems and how to respond.