1、Period 6Listening，Speaking and WritingTeaching aims1Learn to find out the causes and wanted results of each complaint.2Learn to use the expressions people use to complain in the listening text.3Be able to use polite expressions to complain in certain situations.Teaching proceduresStep 1LeadinFirst，h

2、ave a small talk about the whale watching tour：How do you feel if you see them in the flesh？Do you enjoy a whale watching tour?Next，tell students sometimes not everything turns out the way you wish，so read the ad on Page 25 carefully and find out what you can get if you fail to see these lovely whal

3、es.After reading it，discuss and find answers to these questions：1What can you experience on this tour?2Would you like to go？What aspect of the tour would you like best?3When would you get a refund?Suggested answers：1You can see whales，listen to whales singing，watch them underwater，see other marine a

4、nimals such as dolphins，seals and penguins.2Various answers are possible.3If you dont see a whale，you would get half the fare back.Step 2Listening(Page 26)1These dialogues between tourists and a tour guide took place after a whale watching tour.Decide which aspects the tourists might think were good

5、(G)and the aspects they might complain about(B)Listen to the tape and check your answers.Then listen again and number the aspects in the order you hear them.AspectsGood/BadOrder1Saw whales filmed underwater eq x() eq x()2Saw only one whale in the distance eq x() eq x()3Heard whales eq x() eq x()4Too

6、 wet to go outside eq x() eq x()5Saw birds，dolphins and seals eq x() eq x()6Boat got back too late eq x() eq x()Good aspects：1 3 5Bad aspects：2 4 6Order：4 3 1 6 5 22Listen again.When the tourist complained，what result did he/she want to get from the tour guide and what was the actual result？Complete

7、 the table below.Dialogue 1Result wanted：_.Actual result：_Dialogue 2Result wanted：_.Actual result：_.Dialogue 3Result wanted：_.Actual result：_.Suggested answers：Dialogue 1Result wanted：Not_stated_by_the_tourist_although_she_did_say_she_wanted_to_speak_to_the_manager.Actual result：Not_stated_although_

8、the_tourist_probably_would_not_get_another_tour_or_a_refund.Dialogue 2Result wanted：A_full_refund.Actual result：A_full_refund.Dialogue 3Result wanted：A_full_refund.Actual result：A_refund_of_half_the_fare.3.Listen to the expressions that each customer used to make his/her complaint.Complete the sente

9、nces.Dialogue 1(1)Im sorry but _ with the tour.(2)Well，it was _ outside.My two kids _.Dialogue 2(1)Yes，the whales were awesome but _.(2)Im sorry but _.I now have to make another airline booking and I have no idea whether therell be any seats available._.Dialogue 3(1)Excuse me，the tour _ and wed _ pl

10、ease.(2)_ as were visitors to this area and were leaving tomorrow morning.(3)Well，actually，_.Keys：Dialogue 1：we werent very happy；so wet we couldnt go；are very disappointedDialogue 2：Im feeling very annoyed；thats not good enough；Id like a full refundDialogue 3：wasnt what my husband and I had expecte

11、d；like a refund；Im afraid thats no good for us；wed like a full refund4Listen to the first dialogue and fill in the missing words.TOUR GUIDE：Im sorry but we _ _ the weather and you _ _ whales.ANGELA：Well.Im afraid thats not _ _.Id like to talk to the manager.TOUR GUIDE：Im sure that wont _ _ _ _.I kno

12、w hell _ with me.The _ is that you _ _ whales.Keys：cant control；did see；good enough；do you any good；agree；fact；did seeStep 3SpeakingWork with your partner，make up dialogues for the following situations.Use expressions like the ones in the box.Perform them for the whole class.Situations：1You missed y

13、our flight because you think that it was not announced over the loudspeaker.Complain to an airline official.2The fish you ordered tastes terrible.Complain to the manager of the restaurant.3The trousers the tailor made for you are too short.Complain to the tailor.eq x(aal(Im sorry but.Im afraid.,Thats not good enough.,Im feeling annoyed with/unhappy about/unsatisfied with.,I