文档内容
Period 6 Listening，Speaking and Writing
Teaching aims
1．Learn to find out the causes and wanted results of each complaint.
2．Learn to use the expressions people use to complain in the listening text.
3．Be able to use polite expressions to complain in certain situations.
Teaching procedures
Step 1 Lead－in
First，have 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 whales.
After reading it，discuss and find answers to these questions：
1．What can you experience on this tour?
2．Would you like to go？What aspect of the tour would you like best?
3．When would you get a refund?
Suggested answers：
1．You can see whales，listen to whales singing，watch them underwater，see other marine
animals such as dolphins，seals and penguins.
2．Various answers are possible.
3．If you don't see a whale，you would get half the fare back.
Step 2 Listening(Page 26)
1．These dialogues between tourists and a tour guide took place after a whale watching
tour.Decide which aspects the tourists might think were good(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.
Aspects Good/Bad Order
1．Saw whales filmed underwater
2．Saw only one whale in the distance
3．Heard whales
4．Too wet to go outside
5．Saw birds，dolphins and seals
6．Boat got back too late
Good aspects：1 3 5
Bad aspects：2 4 6
Order：4 3 1 6 5 2
2．Listen again.When the tourist complained，what result did he/she want to get from the tour
guide and what was the actual result？Complete the table below.
Result wanted：
__________________________________________________________________
Dialogue 1 ______
__________________________________________________________________
______.
1Actual result：
__________________________________________________________________
______
__________________________________________________________________
______
Result wanted：____________.
Dialogue 2
Actual result：____________.
Result wanted：____________.
Dialogue 3
Actual result：________________________.
Suggested answers：
Result wanted ：
Not_stated_by_the_tourist_although_she_did_say_she_wanted_to_speak_to
_the_manager.
Dialogue 1
Actual result ：
Not_stated_although_the_tourist_probably_would_not_get_another_tour_or
_a_refund.
Result wanted：A_full_refund.
Dialogue 2
Actual result：A_full_refund.
Result wanted：A_full_refund.
Dialogue 3
Actual result：A_refund_of_half_the_fare.
3.Listen to the expressions that each customer used to make his/her
complaint.Complete the sentences.
Dialogue 1
(1)I'm sorry but ______ with the tour.
(2)Well，it was ______ outside...My two kids ______.
Dialogue 2
(1)Yes，the whales were awesome but ______.
(2)I'm sorry but ______.I now have to make another airline booking and I have no idea
whether there'll be any seats available.____________.
Dialogue 3
(1)Excuse me，the tour ____________ and we'd ____________ please.
(2)____________ as we're visitors to this area and we're leaving tomorrow morning.
(3)Well，actually，____________.
Keys：Dialogue 1：we weren't very happy；so wet we couldn't go；are very disappointed
Dialogue 2：I'm feeling very annoyed；that's not good enough；I'd like a full refund
Dialogue 3：wasn't what my husband and I had expected；like a refund；I'm afraid that's no
good for us；we'd like a full refund
4．Listen to the first dialogue and fill in the missing words.
TOUR GUIDE：I'm sorry but we ______ ______ the weather and you ______ ______
whales.
ANGELA：Well.I'm afraid that's not ______ ______.I'd like to talk to the manager.
TOUR GUIDE：I'm sure that won't ______ ______ ______ ______.I know he'll ______ with
me.The ______ is that you ______ ______ whales.
Keys：can't control；did see；good enough；do you any good；agree；fact；did see
Step 3 Speaking
Work 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：
21 ． You missed your flight because you think that it was not announced over the
loudspeaker.Complain to an airline official.
2．The fish you ordered tastes terrible.Complain to the manager of the restaurant.
3．The trousers the tailor made for you are too short.Complain to the tailor.
Step 4 Writing
Write a short dialogue you made up above down.
3
