LESSON FOUR: Letter of Complaint
LESSON DESCRIPTION
Student composes a letter of complaint to a chosen audience.
GRADE-LEVEL EXPECTATIONS
o W2F Using primarily active voice, the student will compose texts for a variety of career and workplace communications.
o W3E While applying appropriate format, style, tone, and point of view in a composition, student will compose texts for a variety of audiences and purposes.
LESSON MATERIALS
Sources of Literature
o None
Supplies
o Sample letters of complaint
o Formative assessment score guide
Handouts provided
o Text elements effectiveness graphic organizer
Words to know
o letter
o format
o style
o tone
o point of view
FORMATIVE ASSESSMENT
Using appropriate format, style, tone, and point of view, students write a letter of complaint to the audience of their choice. Scoring guide provided.
LEARNING ACTIVITIES
1. In cooperative groups students brainstorm the top five complaints they have. Groups share results, then class brainstorms avenues and processes of formal and informal complaints.
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Questions for Students |
What do you think companies do when they have an unsolvable complaint? What would you, as a customer, like the company to do? What are the advantages and disadvantages in the effectiveness between verbal complaints vs. written complaints? |
2. Share with students the format of complaint letters from a variety of sources, including formatted letters, letters to the editor, and complaint forms.
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Questions for Students |
What is the difference between a standard formatted letter and a formatted complaint form? What are the similarities between a complaint letter and a letter to the editor? In what scenarios would you be required to write each of these three types of letters? |
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Idea |
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 for more student interest. |
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Suggestion |
Direct audience and purpose as required by student/class ability level. |
3. Select two or three complaint texts and, on a provided graphic organizer, analyze the effectiveness of format, style, tone, and point of view, as well as the techniques and construction problems found in each selection.
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Idea |
To find various consumer related forms check smartforms.com |