A Letter of Complaint.ppt

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1、人教版英语选修7主讲人：韩丽丽濮阳市清丰县第一高级中学Unit 3 Under the sea Using language Have you ever complained about something in your daily life?Thinking!抱怨信、投诉信抱怨信、投诉信 (A Letter of Complaint)文体概述：文体概述：投诉信是人们在遇到一些不文明现象、所购投诉信是人们在遇到一些不文明现象、所购商品质量差、售后服务不满意等情况下解决商品质量差、售后服务不满意等情况下解决问题的一个方法。在语言方面，要注意把握问题的一个方法。在语言方面，要注意把握分寸，要公平

2、、公正。分寸，要公平、公正。文体结构：文体结构：1.提出问题提出问题2.说明具体情况说明具体情况3.提出解决问题的办法提出解决问题的办法组织提纲时要遵循组织提纲时要遵循“三步走三步走”的写作规律：的写作规律：第一段：表明来信所要投诉的问题，尽可能做到第一段：表明来信所要投诉的问题，尽可能做到客观礼貌，给读信人留下好印象。应该记住读信客观礼貌，给读信人留下好印象。应该记住读信人不一定就是错误的责任人，他的合作对事情的人不一定就是错误的责任人，他的合作对事情的最终圆满解决有着非常重要的作用。最终圆满解决有着非常重要的作用。第二段：写明投诉的原因、问题的经过及产生的第二段：写明投诉的原因、问题的经过

3、及产生的后果。可以说具体的理由，也可以说问题的具体后果。可以说具体的理由，也可以说问题的具体体现方式。体现方式。第三段：提出解决方案，不需展开。这段应体现第三段：提出解决方案，不需展开。这段应体现书信的礼貌原则，可以用类似书信的礼貌原则，可以用类似“如果你能如果你能，我将十分感激我将十分感激”这样的表达方式。还要注意做到这样的表达方式。还要注意做到公平、公正。公平、公正。常用语块常用语块1.抱怨抱怨 _2.表达不满表达不满 _3.忍受忍受 _4.对对满意满意 _5.糟糕的服务糟糕的服务 _poor servicecomplain aboutconvey/express ones dissati

4、sfactionput up with/bearbe content/satisfied with6.采取措施采取措施 _7.解决问题解决问题 _8.预防预防发生发生 _9.调查此次事件调查此次事件 _10.以粗鲁的方式以粗鲁的方式 _in a rude mannertake measuresdeal with/solve the problempreventfrom happeninginvestigate/look into the matter/incident11.向向道歉道歉 _12.出乎意料出乎意料 _13.不用说不用说 _14.尽快尽快 _15.把某事牢记在心把某事牢记在心 _m

5、ake an apology to/apologize toout of ones expectationneedless to sayas soon as possiblebear sth.in mind常用的句型：常用的句型：1.I am writing to complain about I am writing to make a complaint about I am writing to express my dissatisfaction about2.There is something wrong with I bought.For one thing,.;for anot

6、her thing 3.I can hardly bear tolerate any more.4.I hope you can consider my suggestions and improve the situation 5.I trust you will take this matter seriously and make an effort to prevent the recurrence of this kind.6.I would like to have a refund(退款退款)or a replacement（更换）（更换）as soon as possible.

7、段尾常用语：段尾常用语：(1)It would be highly appreciated if you could(2)I believe you will take my complaints seriously and(3)I hope you will give due attention to this matter.(4)I would like to get this matter settled by the end of this month.(5)I could not be more satisfied if you can kindly(6)I would apprec

8、iate it very much if you could投诉信格式模板：投诉信格式模板：Dear _，I am _(自我介绍自我介绍).I feel bad to trouble you but I am afraid that I have to make a complaint about _(抱怨的事情抱怨的事情)The reason for my dissatisfaction is _(总总体介绍体介绍).In the first place,_(抱怨的第一个方抱怨的第一个方面面).In addition,_(抱怨的第二个方面抱怨的第二个方面).Under these circu

9、mstances,I find it _(感觉感觉)to _(抱怨的方面带来的后果抱怨的方面带来的后果)I appreciate it very much if you could _(提提出建议和请求出建议和请求),preferably _(进一步的要求进一步的要求),and I would like to have this matter settled by _(设定解决事情最后期限设定解决事情最后期限)Thank you for your consideration and I will be looking forward to your reply.Yours sincerely，

10、Li Ming课堂练习课堂练习 假定你是李华，上周六，你有一次不愉快的就假定你是李华，上周六，你有一次不愉快的就餐经历，对餐厅的服务员态度非常不满意。于是餐经历，对餐厅的服务员态度非常不满意。于是你给该餐厅老板写一封投诉信。要点如下：你给该餐厅老板写一封投诉信。要点如下：1.问题：牛肉面有苍蝇，服务员态度粗鲁。问题：牛肉面有苍蝇，服务员态度粗鲁。2.要求：餐厅赔礼道歉。要求：餐厅赔礼道歉。注意：注意：1.词数词数100左右。左右。2.可以适当增加细节，以可以适当增加细节，以使行文连贯。使行文连贯。3.开头语和结束语已为你写好。开头语和结束语已为你写好。Dear Sir,I am Li Hua,

11、a frequent customer in your restaurant.I have been pleased with your excellent service for years but now Im writing to express my dissatisfaction about the poor service of your waiters.Last Saturday,I went to your restaurant to have lunch but I had an awful experience.When having beef noodles,I sudd

12、enly found there were two flies in them,which disgusted me a lot.So I asked the waiter to change another dish.Out of my expectation,he didnt change it but said in a rude manner that he was too busy to solve the problem.Needless to say,such a way of treating customers is unacceptable.Its my sincere hope that you can investigate the matter seriously and make a formal apology to me.I look forward to a better service next time.Sincerely yours,Li HuaHomework:Recite the composition after class.清丰一高信息中心录制清丰一高信息中心录制2018年年8月月