(公开课课件)投诉信公开课:A-Letter-of-Complaint.ppt
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- 公开课课件 公开 课件 投诉信 Letter of Complaint
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1、Module 8 Unit 23 ConflictModule 8 Unit 23 Conflict Communication Workshop Communication WorkshopTour de FranceLance ArmstrongA situational dialogue about a Tour de France exercise bikeAfter-sale ServiceW: Good afternoon. Tour De France exercise bike after-sale service. Can I help you? M: Yes. I woul
2、d like you either to replace the bike or to give back my money.W: Whats wrong with the bike? M: Well, your advert gave the impression thatW: Unbelievable! Im sorry, but I can M: What?the chain is broken and the tyre is flat! the bike would last a lifetime. But only one week,only get your bike repair
3、ed. You maynot have read the instructionscarefully.false adsempty promisescelebrityeffect(名人名人 )ObjectiveObjectiveAt the end of the class, you will be able to write a letter of complaint. 6. the purpose of writing 2. your personal information3. false claims made by the ad 1. poor quality 5. the deta
4、ils of the instruction manual8. poor service4. your demands 7. rights of consumersRead the letter. Match the titles (1-6) with the paragraphs (A-E). There is one extra title.1.poor service2.false claims 3.the product 4.money back 5.diet programme 6.poor qualityParagraph AParagraph BParagraph EParagr
5、aph CParagraph DExample:S1: Why did Mr Jeffreys write the letter?S2: He wrote the letter with the purpose of complaining about his newly bought Tour de France exercise bike.Dear Sir / Madamcomma,GreetingI am writing to you about the imported Tour de France exercise bike which I bought from I enclose
6、 copies of the guarantee and receipt.When I took the bike back to Mogul Megastores, not only did the manager refuse to give back my money, but said that they would not repair the bike either. Reason for writingIn your advertising you claim that by using the exercise bike for ten minutes a day, one w
7、ould strengthen ones body and lose at least two kilos a week.Reason for the complaint:misleading advertising for the productThe bike is not stable and is extremely badly made. The speed control stopped working after a weekReason for the complaint:what went wrong with the productReactions to your com
8、plaintI would like you to give back my money as soon as possible Unless I receive a positive reply within, I tend to take further action.Your demandsI look forward to hearing from youFormal endingSigning offGreetingReason for writingReasons for the complaintSigning offYour demandsReactions to your c
9、omplaintYour addressThe DateThe name andaddress of the companyFormal endingClassify the underlined linking words and Classify the underlined linking words and expressions into the following groupsexpressions into the following groupsmanner (方式方式) condition (条件条件) contrast (对比对比) purpose (目的目的)reason
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