Level: Pre-intermediate (B1)

LESSON 2. CUSTOMER SATISFACTION. FORMAL LETTERS AND
E-MAILS Level: Pre-intermediate (B1)
Content objectives:
SWBAT:
- Identify and discuss problems facing customer satisfaction
- Learn how to find out effective ways of writing formal letters and e-mails.
- Expand their knowledge about the lesson topic.
Language objectives:
SWBAT:
- Enrich their vocabulary basement related to the topic.
- Learn how to utilize continuous tenses as well as expressions of asking help in the communicative process

Materials: Internet or Wi-Fi connection, course book, laptop, set of pictures, PPT slides share.

Allotted time: 80 min
Target skills: Integrated
Mode of interaction: individual, group
Preparation:
- Checking all technologies such as internet connection, PPT slides share that are necessary for today’s lesson
- Installing laptop beforehand for presentation
- Rechecking all teaching materials related to the lesson
Motivation
Warm up / Building background (5min)
Individual work
Teacher-instruction: Teacher asks a set of questions related to the topic in order to check students’ language background as well as to drive their attention to the lesson.
Student-instruction: Students should respond teacher’s questions individually and listen to the lesson attentively.
Questions:
Formal instruction (5min)
Teacher-instruction: In order to raise acceptance of formal instruction, teacher presents topic with the help of PPT Slides share that was prepared by herself. Topic is improved by providing with different examples.
Practice / Application (20 min)
Discussion (10 min)
Teacher-instruction: Teacher asks students to describe the picture with the words in the box. Then mentioned that some words can go in more than one category.
Student-instruction: Within set time, each student should perform the given task individually. Then prove their answers orally.
Reading (10 min)
Teacher-instruction: Before starting reading, task teacher pre-teaches some vocabulary that are unknown for the students. Then gives them a few minutes to scan the passage carefully.
Student-instruction: Students then scan the article about asking for help and advice, looking specifically for the completion of given questions.
Formal instruction
Teacher-instruction: Teacher explains grammar-based topic with the help of PPT Slides share that was prepared by herself. Topic is improved by providing with different examples.
Review (10 min)
Individual work
Teacher-instruction: After students read the passage, teacher gives them some post-set questions related to the topic such as
-what you can do?
-what you can’t do?
-what is necessary?
Then gives students a few moments to find out which words in italic refer to these questions mentioned above.
Listening part
Teacher-instruction: Teacher asks students to listen to track about the current topic, and complete the notes.

Home assignment will be revising today’s topic as well as new vocabulary.