LESSON FOUR: Letter of Complaint
LESSON DESCRIPTION
Students write a letter of complaint.
GRADE-LEVEL EXPECTATIONS ADDRESSED
W2F In composing text, use active voice
W3E Compose texts
LESSON MATERIALS
§ Sources of literature
o None
§ Supplies
o A variety of formatted letters
o Letters to the editor
§ Handouts provided
o Letter of Complaint Instructions and Scoring Guide
o Defective Product Sample Complaint Form
o Three Sample Letters of Complaint
o Comparison/Contrast graphic organizer
§ Words to know
o graphic organizer
o style
o tone
o point of view
FORMATIVE ASSESSMENT
With instructions to use appropriate format, style, tone, and point of view, students write a letter of complaint to an audience of their choice. Scoring guide provided.
LEARNING ACTIVITIES
1. In groups, students brainstorm their top five complaints about their school and share results. Class brainstorms ways to complain formally and informally.
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Ideas
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Tell students any complaint topic is acceptable. A student may serve as secretary to share student results. This could also be completed on an overhead. |
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Questions for Students |
What can companies do when a complaint appears unsolvable? What would you, as a customer, like the company to do? What are the advantages and disadvantages of verbal complaints vs. written complaints? |
2. Share with students the format of complaint letters from a variety of sources to include formatted letters, letters to the editor, and complaint forms.
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Strategy |
Teacher directs audience and purpose based on student/class ability level. |
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Ideas
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Collect a variety of complaint forms from service-oriented venues such as Wal-Mart or K-Mart type stores, fast food restaurants, hospitals, or hotels. Use local letters to the editor to generate student interest. |
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Questions for Students |
What is the difference between a standard formatted letter and a formatted complaint letter? What are the similarities between a complaint letter and a letter to the editor? Under what circumstances would you write each type of letter? |
3. Select two or three complaint letters and, using a graphic organizer, analyze the effectiveness of format, style, tone, logic, and point of view, as well as techniques and construction in each selection.