Periode 5 les 5 Chapter 5.5

• Engels
• MBO
• Studiejaar 2

What did we do last week ?

Learning goals

• Reading a letter of complaint and writing a reply

• Using the Past Perfect

• Translating Lab     instruments

Reading Chapter 5.5 Complaints

Dear Sir/Madam,

On 21 December, I bought an LG rollable OLED for £80 at the SuperTech shop in Reading as a Christmas gift for my brother.

When my brother received his gift, he got really excited and wanted to try it out immediately. After half an hour there was some kind of glitch and the screen stopped working. Since the LG rollable OLED has a two-year guarantee, we went back on 28 December to ask whether it could be repaired or replaced.

Unfortunately, the shop assistant could not do either of those things for we did not have the original packaging. This was probably put in the rubbish with all the Christmas wrapping paper. Luckily the manager was satisfied enough with the original receipt and we got a replacement for the rollable screen. However, this one did not work at all; it did not even start up.

I would highly appreciate a quick resolution to this problem. I have included a copy of my original receipt and a copy of the guarantee.

Yours faithfully,

M. Drake

Wat voor een brief is dit?

Hoe zien we dit?

Wat is het probleem?

wat is de opbouw?

Two exercises: "a Letter of Complaint"

1)Start with the small envelope:

Match the sentences you can be find in a letter of complaint.

Check Chapter 5.5 Theory

2)In the large envelope you will find strips of a letter of complaint. 

 Make a correct letter.

Under the heading theory there are lists of helpful words and sentences that can be used in complaint letters. 

If you are done early you can try the exam and extra exercises. 

Reading Chapter 5.5: Complaints 

Do exercises 1 +2

Under the heading theory there are lists of helpful words and sentences that can be used in complaint letters. 

If you are done early you can try the exam and extra exercises. 

What elements should a reply letter have?

Structure

1. Acknowledge frustration
2. Apologise for inconvenience
3. Give an explanation
4. Propose a solution
5. Ask for a follow-up

Writing a reply to a complaint

Read the letter from Exercise 6. 

You are going to write a reply of at least 200 words and submit 

it in TEAMS.

1. Acknowledge frustration
2. Apologise for incovenience
3. Give an explanation
4. Propose a solution
5. Ask for a follow-up

Past perfect 

Before we sent (2) the email, we had called (1) several times. 

How many actions are there in each sentence?

• Before we sent the email, we had called several times.
• They had played football in that field before it started to rain.
  
• She had gone to the coffee shop before she came home.
  
• He had studied in the library before he came to the class.

Go to board to draw the rest. 

How many actions are there in each sentence?

• Before we sent the email, we had called several times.
• They had played football in that field before it started to rain.
  
• She had gone to the coffee shop before she came home.
  
• He had studied in the library before he came to the class.

Go to board to draw the rest. 

Before we paid for our dinner, 

she had given us the wrong bill.

2

1

After I ................ (to speak) to the manager, he ............... (to give) me a complaint form to fill in.

1. has spoken, give
2. spoke, had given
3. speaks, gives
4. had spoken, gave

After I had spoken (1) to the manager, he gave (2) me a complaint form to fill in.

Past perfect

Do exercises 3, 4 and grammar 06

If you are done early you can try the Extra Grammar 06 Past perfect exercise.

Beaker

Bekerglas

Pipet

Crucible tongs

Kroestang

Watch glass

Horlogeglas 

Pipet

Pipet /

Pipet (pipette)

Beaker / Bekerglas

Crucible tongs / Kroestang

Watch glass / Horlogeglas

Porseleinen kroes en deksel

Porcelain crucible and cover

Evaporating dish

Indampschaal

Eyedropper

Oogdruppelaar / pipet

Pipetbulb

Pipetteerballon

Pipet bulb / Pipetteerballon

Evaporatng dish / Indampschaal

Eyedropper / Oogdruppelaar (pipet)

Porcelain crucible and cover / Porseleinen kroes en deksel

Rewriting Lab safety rules 

What did you learn today?

I know when and how to use the past perfect.

I do

I do not

Extra practice 

Engelsklaslokaal.nl

Did you have enough time to work on the Nu Engels exercises?

Yes I did

No I did not

I had too much time

Planning

Look back

Read and write

Past perfect

Break

Lab instruments

Rewriting