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REFLECTION

REFLECTION. What did we do in our previous session?. Writing Complaints and Adjustments Letters . Week 10 Nov 21 st , 2012 Wednesday 8:00am-10:00am. Learning Outcomes. By the end of this lesson, students should be able to w rite complaint letters

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REFLECTION

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  1. REFLECTION What did we do in our previous session?

  2. Writing Complaints and Adjustments Letters Week 10 Nov 21st, 2012 Wednesday 8:00am-10:00am

  3. Learning Outcomes By the end of this lesson, students should be able to • write complaint letters • write adjustment letters (response to the complaint letters) • use appropriate language expressions according to the part of the four-point plan

  4. Language expressions for the part of the four-point plan • Introduction • Details • Action • Closing pp.71-72 (discuss in a team of three: 20 minutes)

  5. ANSWERS: Requests/enquiries We are interested in ____ as advertised recently in _____. (INTRODUCTION) I understand you are manufacturers of (dealers in) ____ and would like to receive your current catalogue. (INTRODUCTION) We have received an enquiry for your ____ from our customers. (INTRODUCTION) When replying, please also include delivery details. (ACTION) Please also state whether or not you can supply the goods from stock as we need them urgently. (DETAILS) If you can supply suitable goods, we may place regular orders for large quantities. (DETAILS)

  6. ANSWERS: Replies to requests/enquiries 1. Thank you for your letter of ____. (INTRODUCTION) 2. As requested we enclose _____. (INTRODUCTION/DETAILS) 3. I was pleased to learn about the enquiries you have received for our ____. (INTRODUCTION) 4. Thank you for your enquiry dated ____ regarding ____. (INTRODUCTION) 5. Thank you for your interest in our ____. (INTRODUCTION) 6. We look forward to receiving a trial order from you soon. (CLOSING) 7. We shall be pleased to send you any further information you may need. (CLOSING) 8. Please give me a call if you have any questions. (ACTION/CLOSING) 9. Please let me know if you need any further details. (ACTION/CLOSING) 10. I hope to hear from you soon. (CLOSING) 11. I will call you next week to discuss this with you. (ACTION/CLOSING)

  7. ANSWERS: Requests for quotations, estimates, etc. 1. Please quote for the supply of _____. (ACTION) 2. Please send me a quotation for the supply of ____. (ACTION) 3. We wish to have a quotation for the following items: (DETAILS) 4. As the matter is urgent we should like this information by the end of this week. (ACTION/CLOSING) 5. If you can give us a competitive quotation, we expect to place a large order. (DETAILS/ACTION/CLOSING) 6. If your prices compare favourably with those of other suppliers, we shall send you an early order. (DETAILS/ACTION/CLOSING)

  8. ANSWERS: Replies to requests for quotations, estimates, etc. 1. Thank you for your letter of ____. (INTRODUCTION) 2. We thank you for your enquiry of ____ and are pleased to quote as follows: (INTRODUCTION/DETAILS) 3. We are sorry to learn that you find our quotation of ____ too high. (DETAILS) 4. We hope you will find our quotation satisfactory and look forward to receiving your order. (CLOSING) 5. We shall be pleased to receive your order. (CLOSING) 6. As the prices quoted are exceptionally low and likely to rise, please place your order without delay. (ACTION/CLOSING) 7. Our stocks of these goods are limited, we suggest you place an order immediately. (ACTION/CLOSING)

  9. STRECTH YOUR BODY • How many countries are there in the world? • Which TWO countries in the world in which • the spelling begin with a letter A • but does not end with a letter A?

  10. The number of countries are… 196

  11. The two countries are…

  12. Activities • Activity 1: Reading • Guidelines for making a complaint • Guidelines for responding to a complaint • Activity 2: Useful expressions for making complaints and responding to complaints • Activity 3: Document analysis and writing

  13. ACTIVITY 1 • Reading: Guidelines for making a complaint (p.75) • Reading: Guidelines for responding to a complaint (p.76) • Practice: a. Rearrange the following sentences in numerical sequence of the four-point plan when replying to accept a complaint. (p.76) b. Rearrange the following sentences in numerical sequence of the four-point plan when replying to reject a complaint. (p.77)

  14. ACTIVITY 2 • Useful expressions for making complaints and responding to complaints. (pp.77-78)

  15. ACTIVITY 3 Analyze the example of the claim and adjustment letters attached in the wikispaces.

  16. Next class meeting • Nov 26th, 2012 Assessment 4 (10%) 8:00am-9:00am (1 hour) • Continue with the Introduction of Unit 3 – The next hour

  17. THANK YOU

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