Annoyances and Complaints - VEA ESL Guide 4


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Annoyances and Complaints - VEA ESL Guide 4

For Teachers:

Introduction

This program aims to initiate conversations about complaints using appropriate lexis, sentence structure and grammar points. What is a pet peeve? Why are some behaviours or actions bothersome? How have specific complaints been dealt with in the past and how could they be dealt with in the future? How might the language one uses to complain to different people (eg. friend vs. administrator) vary? Particular emphasis is placed on the complaints that students might have at school, in the dorms, at home, and with friends. We’ll also take a look at the language used to write a formal complaint letter.

DVD Timeline

00:00:00 Introduction

00:00:26 Pet peeves

00:03:45 Summary

00:04:17 Complaints common phrases

00:08:22 Summary

00:09:05 Complaints grammar

00:15:04 Summary

00:15:44 Complaints letter writing

00:22:08 Summary

00:22:46 Conclusion

00:23:42 Credits

00:24:26 Program end

Other Relevant Programs Available from VEA

Hobbies and Interests - VEA ESL Guide 5

Predictions: VEA ESL Guide 6

Identity and Feelings - VEA ESL Guide 1

Identity and Values - VEA ESL Guide 2

Identity and Change - VEA ESL Guide 3

Please visit our website for many more relevant programs www.vea.com.au

VEA – Bringing Learning to Life

Student Worksheet:

Before Viewing the Program

1.  Complete the following mind map. Try not to spend more than five minutes on it.

  1. Choose two of the above problems. Think of at least two different ways of dealing with these problems. Write them here.

Problem:______

Solution:______

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Solution:______

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Problem:______

Solution:______

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Solution:______

______

  1. Mingling activity. Ask other students about the things that annoy them. Find out if anyone has the same problems as you do. Then, offer advice on how to solve at least one of his/her problems.

While Viewing the Program

1.  Missy has a few problems. What are they?

______

______

______

2.  What’s a pet peeve?

______

______

3.  What’s another word for pet peeves?

______

______

4.  Put these words in the correct order:

a)  drives/mad/it/when/me ______

b)  really/it/when/me/annoys ______

c)  bothers/when/it/me/really ______

  1. Give an example of a direct and an indirect way of dealing with someone who is annoying you by reading over your shoulder.

______

______

______

  1. Why did Missy decide to call Fida about her problems?

______

______

  1. What does Missy think about Fida’s advice?

______

______

  1. What are some of the different phrases used to give advice?

______

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  1. What are some indirect ways to deal with annoyances?

______

______

______

  1. List as many adverbs of frequency as you can.

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  1. What was Missy’s new problem at breakfast?

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______

  1. What did Missy decide to do about this problem?

______

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  1. What are some different ways to start a formal letter?

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  1. What should the first section of a complaint letter include?

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  1. What should the second section of a complaint letter include?

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______

  1. What should the third section of a complaint letter include?

______

______

  1. What else can be included in the letter?

______

______

  1. Why did Missy receive a letter?

______

______

  1. In Missy’s opinion, was Li and Jin’s letter direct or indirect?

______

______

After Viewing the Program

1.  Complete the following sentences, using “it drives me crazy/mad/nuts when…”

a)  Your sister never puts her things away

b)  Your friend forgets to return your call

c)  There’s a sandstorm in your city

d)  Someone buds in front of you in line

e)  You are told what to do by your brother or sister

Example: It drives me crazy when my sister doesn’t put her things away.

2.  Adverbs of Frequency. Fill in the following chart. Then, make sentences with the information.

Usually / Often / Sometimes / Rarely / Hardly ever / Never
Smoke
Do homework
Read the paper
Watch TV
Exercise
Go shopping

For example: I never smoke cigarettes.

  1. Discussion. With a partner, discuss ways to deal with the problems listed in part one. Find at least one direct and one indirect solution for each problem. Then, take turns asking for and giving advice on how to deal with each one. Use the structures learned in the program.
  1. Writing a complaint letter. You’ve just returned home from a shopping trip to “Good Buys,” an electronic store about 50 miles away from your home. You bought a DVD player there for only $50 and thought it was a great deal, until you opened the box and found that it was broken. Because it’s located so far from your home, you have no plans on returning to the store for a while. Write a letter to the company to complain. Don’t forget to ask them for some kind of compensation. Use no more than 350 words.

Suggested Student Responses

1.  Missy has a few problems. What are they?

Her roommates annoy her. Li never washes her dishes after she cooks. Jin never checks with Missy before he changes the channel. She also doesn’t know how to tell them about it.

2.  What’s a pet peeve?

Specific recurring things that people do to annoy you.

3.  What’s another word for pet peeves?

Pet hates.

4.  Put these words in the correct order:

a)  drives/mad/it/when/me - It drives me mad when

b)  really/it/when/me/annoys - It really annoys me when

c)  bothers/when/it/me/really - It really bothers me when

  1. Give an example of a direct and an indirect way of dealing with someone who is annoying you by reading over your shoulder.

You can either tell the person out right that he/she is annoying you (direct), or do something like moving the newspaper away from the person so that he/she can not read over your shoulder (indirect).

  1. Why did Missy decide to call Fida about her problems?

Fida is her friend and always gives good advice.

  1. What does Missy think about Fida’s advice?

Missy thinks that her suggestions are both quite direct, but she said she’ll think about it.

  1. What are some of the different phrases used to give advice?

If I were you/ Perhaps you could/ Maybe you could…

  1. What are some indirect ways to deal with annoyances?

Using phrases that are softer in tone, e.g. “maybe you forgot to”, or taking the person aside to talk to the person in private.

  1. List as many adverbs of frequency that you can.

Always, usually, frequently, often, sometimes, occasionally, rarely, seldom, hardly ever, never.

  1. What was Missy’s new problem at breakfast?

The milk was off- it was sour!

  1. What did Missy decide to do about this problem?

She decided to write a letter to the supermarket to complain.

  1. What are some different ways to start a formal letter?

Dear Sir, Dear Madam, To Whom It May Concern.

  1. What should the first section of a complaint letter include?

Essential information about your problem.

  1. What should the second section of a complaint letter include?

What is expected of the company in order to resolve the problem.

  1. What should the third section of a complaint letter include?

You should try to end the letter on a positive note and your contact details so that the store can contact you.

  1. What else can be included in the letter?

Any documents, like a receipt, that might be helpful.

  1. Why did Missy receive a letter?

Li and Jin were upset that she always leaves the milk out.

  1. In Missy’s opinion, was Li and Jin’s letter direct or indirect?

It was direct.

Website References

·  http://consumeraction.gov/caw_problems_sample_complaint.shtml

·  http://www.learnenglish.org.uk/grammar/archive/frequency_adverbs01.html

·  http://esl.about.com/library/grammar/blgr_complaints.htm

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