Letter of Complaint B1

• Engels
• MBO
• Studiejaar 2

Letter of Complaint

Index

Prior knowledge

How to

Testing knowledge

Get to work

Today's objective

You are able to use the right tone of voice.

You are able to use appropriate language.

You are able to write an e-mail of complaint to bol.com

Knowledge about a letter of complaint

Parts of a Letter of Complaint

Part 1: Introduction, why are you writing?

Part 2: Dissatisfaction, what is your complaint about? Include evidence of what is going on

Part 3: Solution/call for action

Part 4: Salutation

DO'S

Use calm and polite language

Indicate the problem/give an option/solution

Proper and formal language

Be concise and to the point

DON'TS

Contractions

Informal language

Spelling/grammar mistakes

No threats or warnings

Unimportant details

What is understood under proper and formal language? (Write down a few words or a sentence)

What is understood under calm and polite language? (Write down a few words or a sentence)

What is the most difficult part about the letter of complaint?

Lay-out

Correct grammar and spelling

Tone of voice

Addressing

Coherence

Formality

Contractions

Something else

B1 Writing

You are able to:

• Include all details that are asked (if not, you get a 1 or NS)
• Coherence (signal and linking words)
• Vocabulary (familiar and unfamiliar)
• Grammatically correct writing
• Spelling is correct 
• Lay-out is pleasant to read (don't copy the task lay-out)
• Know who you are writing to

Example B1 Writing

• But, because, while, if, unless
• Make references in the text (Name, he, she, they, ect) 
• He's outside of the door / I fed all of her fish, then cleaned its tank.
• Aquire, calender, expieriance, untill, neccesary, passtime, reccommend.
• For every paragraph leave an open space (Don't give them titles)
• Dear Mrs Jones, / Dear Sir or Madam, Yours sincerely / Yours faithfully, Kind regards,

Open Teams and go to assignments

DONE? Give feedback 

Switch assignments with your neighbour.

Answer the questions below the assignment.

Done? Give feedback to each other

Is everything included?

Give 2 compliments (what went well?)

Give 2 pointers of improvement (what could go better?)

Recap of the goals
Write down your answers:

Which tone of voice is needed?
What is considered appropriate language?