高中英语教学：投诉信学案.docx

应用文一一投诉信一.课前预习：1 .定义：投诉信是指在日常生活中或商务活动中对所遇到的困扰，恶劣的服务态度，劣质的产 品等向对方或有关单位提出投诉，抗议和改进的建议。2 .语言风格：语气婉转，不生硬，语言措辞得当，有理有据。3 .格式：信的格式。4 .时态：一般过去时为主。5 .结构：一般分三部分：（1）开头部分：自我介绍，说明投诉对象及内容；（2）主体部分：说明情况，讲清厉害，分析利弊；（3）结尾部分：表达希望问题得到快速恰当解决的强烈愿望。6 .常用句式：第一段：自我介绍，说明投诉对象及内容。1.1 am sorry to trouble you but I am afraid that I have to make serious complaint.2.1 am sorry to tell you that there should be reasons to complain about.3.1 really have to complain, but one thing is really disturbing now.4.1 am writing to you about.which I received/bought.5.1 am sorry to have to return with this letter.which I received/bought.第二段：说明情况，讲清厉害，分析利弊；1. When we checked., we noticed.2. When I unpacked.and tried to use it, it did not work.3. In view of the inconvenience that it has caused, I feel you should.3.1 think it's high time that you realized.5. We know that you are not generally careless, but we should like your assurance that this will not. happen again.6. I must warn you that unless you do something about the situation, I will be forced to take legal, action.第三段：表达希望问题得到快速恰当解决的强烈愿望。1. Please let me know what you intend to do in this matter.1.1 am re turning. under separated post and look forward to receiving a full refund of.3. Hope you will improve.4. Frankly, I am not prepared to put up with the situation any more.5. I would be very grateful if you could look into the matter as soon as possible. And I am looking, forward to an early reply.6.1 sincerely hope that such things will never take place again.二.课中例析：1 .示例范文：假如你叫李华，最近在某英文购物网站上购买了一双鞋子，但出现了一些问题。请给网站写一封投诉信，包括以下内容：1 .写信的目的；2 .投诉的内容；3 .要求：重新邮寄或退款；4 .询问：如寄回，谁承担寄费？申购情况实际情况颜色黑色白色码数98.5到货日期4月10日4月20日2 .遣词造句：(1)投诉.(2)订购产品(3)更糟糕的是(4)延迟十天发货鉴于上述原因(6)或者.或者.(7)全额退款(8)支付邮费(9)我写信来是为了投诉我最近在你们网站上买的一双球鞋。(10)我订购的是一双黑色9码的鞋子，但却收到一双白色8.5码的鞋子。(11)更糟糕的是，我的鞋子还延迟了十天发货。(12)我本来应该在四月10号收到鞋子。(13)鉴于上述原因，我要求要么邮寄给我一双新的黑色鞋子要么给我全额退款。(14)还有，我寄回了你们发错的鞋子，你们能否支付给我邮费？(15)希望你们能尽快处理此事，并且承诺不再发生类似事情。3 .连句成篇:二：课后巩固：假如你是李华，乘飞机从北京到伦敦旅行。到达目的地取行李时，你发现行李箱破损，部分物 品遗失。你与相关人员交涉无果，于是打算向航空公司写一封投诉信。内容主要包括：1 .说明个人相关信息(航线:航班MMYZ57；时间：August 28)；2 .反映情况；3 .希望尽快得到解决。注意:1.词数80左右；4 .可以适当增加细节，以使行文连贯；5 .开头和结尾已为你写好，不计人总词数。Dear sir,I'm writing to complain about a pair of sneakers I recently purchased from your website.What I ordered is a pair of black size-nine shoes but I received a pair of white size-8.5 shoes instead. Worse still, there was a ten-day delay in delivering my shoes, which should have been received on April lO.For the above reasons, I demand either a new pair of black size- nine shoes (should) be posted to me immediately or I should be given a full refund. Also, if I send back the wrong shoes, will your company pay for the postage?I sincerely hope that you will deal with the matter as soon as possible and promise that such things will not take place again.Yours sincerely,Li HuaDear Sir/ Madam,Fm a Chinese passenger who took your Flight MMYZ577 from Beijing to London on August 28, I'm writing to complain for the following reasons, hoping for your timely solving.My luggage bag was broken when I got it at the airport. And some of the articles were lost, among which was a pair of precious sports shoes. What was worse, I reported it to some of the staff on duty but got no satisfying results, with which Fve been so unhappy. I just can't imagine how a company with a good reputation can do such a thing! I do hope you'll take it seriously and get it settled as soon as possible.Looking forward to your early reply!Yours sincerely,Li Hua投诉信 遣词造句：投诉plain about.(2)订购产品 order products(3)更糟糕的是worse still(4)延迟十天发货 a ten-day delay in delivering.(5)鉴于上述原因 for the above reasons(6)或者.或者either. or.(7)全额退款 a full refund(8)支付邮费 pay for the postage我写信来是为了投诉我最近在你们网站上买的一双球鞋。I'm writing to complain about a pair of sneakers I recently purchased from your website.(10)我订购的是一双黑色9码的鞋子，但却收到一双白色8.5码的鞋子。What I ordered is a pair of black size-nine shoes but I received a pair of white size-8.5 shoes instead.(11)更糟糕的是，我的鞋子还延迟了十天发货。Worse still, there was a ten-day delay in delivering my shoes,(12)我本来应该在四月10号收到鞋子。which should have been received on April 10.(13)鉴于上述原因，我要求要么邮寄给我一双新的黑色鞋子要么给我全额退款For the above reasons, I demand either a new pair of black size- nine shoes (should) be posted to me immediately or I should be given a full refund.(14)还有，我寄回了你们发错的鞋子，你们能否支付给我邮费？Also, if I send back the wrong shoes, will your company pay for the postage?(15)希望你们能尽快处理此事，并且承诺不再发生类似事情。I sincerely hope that you will deal with the matter as soon as possible and promise that such things will not take place again.连句成篇：Dear sir,I'm writing to complain about a pair of sneakers I recently purchased from your website.What I ordered is a pair of black size-nine shoes but I received a pair of white size-8.5 shoes instead. Worse still, there was a ten-day delay in delivering my shoes, which should have been received on April lO.For the above reasons, I demand either a new pair of black size- nine shoes (should) be posted to me immediately or I should be given a full refund. Also, if I send back the wrong shoes, will your company pay for the postage?I sincerely hope that you will deal with the matter as soon as possible and promise that such things will not take place again.Yours sincerely,Li Hua