TEACHER'S NOTES Wish you were here EEE cos Type of activity Writing. Individual work Aim ‘To practise reporting verbs. Task ‘To write a letter of complaint to a travel agent. Preparation Make one copy of the worksheet for each student. Fold the worksheet in half as indicated, Timing 45 minutes Procedure 1. Introduce the topic by asking students if they sendl postcards when they tavel or are on holiday. Invite students to report om the last postearls they sent (or received) and what they rote (was written) on them. 2. Give each student a copy of the worksheet, folded so thatthe checklist is face up. Explain that this isa holiday checklist completed by a ‘customer after talking to a travel agent. Brainstorm as a class examples of phrases students might expect the customer to write on a postcard from this holiday. Weite the suggestions oon the board 3. Ask the students to unfold the worksheet and quickly read the postcard to see if their ideas were correct. (The postcard is surprising because it is so negative) 4 Ask the students, in pairs, to look at the posteard again and write phrases for the same subjects but conveying a more positive impression. Fao is delicious. Hotel is comfortableffiendlylovely/ Iuxueious, Weather is lvelyhuarm and sunny! gorgeous. Beach right next tothe hotel. Wonderful shopping. Wish yow were here!) 5 Ask the students to imagine that they are the customer and they have just retumed from the baad holiday. Explain that they are going to write a letter to the travel agent, complaining about the holiday. Using the postcard and checklist, ask the students to decide which reporting verbs would bbe most appropriate for each complaint, e.g lain, imply, state (clearly), suggest, recommend, persuade, convince, assure, etc. Help the students ‘with useful expressions and guidance on how to structure a formal letter of complaint (see list below). Ask the students to discuss what compensation the customer deserves. 6 Ask the students to write their letters of complaint to the travel agent, demanding. ‘compensation. Circulate and monitor, helping with vocabulary and ideas as necessary, 7 When the students have finished, display the letters for the whole class to read, Structuring a letter of complaint Useful phrases Dear Sir/Madam Tam writing in connection with .. / to bring to your attention ... / with reference to Lam sorry to tell you that .. / I egret to Inform you that As I am sure you will understand, I was very disappointed to find that Unless you .., I will be forced to I must insist that you In/under the circumstances, I think that it would be appropriate for you ta refund the cost of (something) / to provide some compensation in the form of 1 look forward to hearing from you at your earliest convenience. Yours faithfully, Teer renee mee OO mmm mamaeaenuweeeeauw INSIDE OUT Resource Pack Wish you were here > Things to check at travel agent's Details of hotel, e.g. location. Brochure 7 in gardens, close to beach, quiel, no shows busy main road. Also brochure traffic in resort says it’s the most popular hotel in resort. Is it noisy? a 2 Swimming pool? Yin hotel garden, he says it's lovely ~ he a went last year z Check brochure details ~ are Yall inclusive except alcohol a accommodation and meals included in price? Insurance? a He Children’s activities? Kids! club every morning = supervised a H = 7 Weather in July? VY Diy, sunny, warm ~ average 2% a How far to beach? Easy to get to with =v Close #o hotel, only a few steps, should pushchair? Would a bigger resort be be no problems, lots of families go there a hotter for family entertainment? ~ he showed me a picture of the beach 4 How much money to take? Example V Cheap, especially markets a prices? a Paid $600 deposit in case it fills quickly a o —= - Porrgsescssess eee Holiday Hell, July Dear Jane, The picture shows where we're slaying ~ awful. Our hotel's the pink one beside the motorway Accommodation excruciating, food inedible and weather atrocious. Beach a 3 mile walk down Ms Jane Care The Old Bakehouse sleep steps, and filthy dirty. Went shopping at the market yesterday — couldn't afford a thing | 27 Greenville Terrace Glasgow GAI2 OYP Glad you're not herel Can't wait 40 come home. Never againl Great Britain f | Love Brenda & Matt xxx