Anotace: Didaktický učební materiál je určen pro žáky 4. ročníku maturitních oborů SOŠ. Je zaměřen na shrnutí a přípravu k písemné části maturitní zkoušky. V první části jsou zopakovány zásady psaní úředních dopisů, je uvedena struktura úředního dopisu – stížnosti, dále obvyklé obraty, které se při formulaci stížnosti používají. Materiál inovuje výuku využitím interaktivní tabule. Metodický pokyn Didaktický učební materiál zahrnuje prezentaci i cvičení. Je určen k doplnění vědomostí, slovní zásoby a opakování. Samostatnou práci – napsání stížnosti - lze zadat jako domácí úkol.

WRITING A LETTER OF COMPLAINT IMPORTANT THINGS ABOUT WRITING FORMAL LETTERS: THE LAYOUT (STRUCTURE) THE LANGUAGE – FORMAL POLITE SIMPLE AND CLEAR SHORT SENTENCES TRY NOT TO BE EMOTIONAL

STRUCTURE YOUR ADDRESS, BUT NOT NAME Dear Sir/Madam / Dear Sir or Madam Dear Mr/Mrs/Mrs + surname THE DEPARTMENT THE NAME AND ADDRESS OF THE COMPANY THE DATE THE REASON FOR WRITING EXPLAIN ANY FURTHER PROBLEM AND THE CONSEQUENCES SUGGEST OR REQUEST ACTION IF APPROPRIATE FINISH WITH A POLITE EXPRESSION YOURS SINCERELY/YOURS FAITHFULLY SIGNATURE PRINTED NAME INTRODUCTION 1st paragraph MAIN BODY 2nd paragraph 3rd paragraph CONCLUSION 4th paragraph EXPLAIN THE PROBLEM AND SAY HOW YOU WERE AFFECTED

USEFUL PHRASES THE REASON FOR WRITING: I AM WRITING TO COMPLAIN ABOUT …. I WANT TO EXPRESS MY (STRONG) DISSATISFACTION WITH …. I FEEL I MUST COMPLAIN ABOUT ….

USEFUL PHRASES OTHER RELEVANT REASONS: Linking words: Complaint reasons: FIRSTLY, TO MAKE MATTERS WORSE, WHAT IS MORE AS A RESULT, THEN THIS MEANT THAT

USEFUL PHRASES DESCRIBING THE PROBLEM: Strong adjectives: Less strong adjectives: SHOCKED, APPALED, DISTRESSED, DISGUSTED DISAPPOINTED, DISSATISFIED

USEFUL PHRASES SUGGESTING OR REQUIRING AN ACTION IF APPROPRIATE: I expect you to send me a full / partial replacement / money back I would be grateful if you could send me a refund / replacement I trust that you will give the matters serious consideration and this won´t be repeated I feel / I am entitled to a refund / replacement

USEFUL PHRASES SUGGESTING OR REQUIRING AN ACTION I´d like to return this …….. because …… I would be grateful if you could send me a refund / replacement I expect you to send me a replacement I demand a full refund

EXERCISES FILL IN THE MISSING WORDS TO MAKE A COMPLAINT: Complaint Reason The service was ……... We had to ……. half an hour The music was very….. We couldn´t …….. each other The food was … the steak was tough and chips cooked, were greasy The waiter was ……. He didn´t apologise for spilling … The ……….. I bought is faulty BAD LOUD NOT PROPERLY IMPOLITE DEVICE WAIT HEAR COFFEE

EXERCISES Imagine you have bought one of these items. All of them are faulty. Portable stereo / sound badly distorted Fax machine / line doesn´t receive calls Pocket calculator / display doesn´t work DVD player / disc tray gets stuck

WRITING A COMPLAINT Write a letter of complaint (100 – 120 words) using the following plan: Dear Sir or Madam, (Para 1) Why are you writing the letter? (Para2) What did you buy? When / How / where? What is the problem? (Para 3) What do you want to be done? What is your contact number / address? Yours faithfully, (Your full name)

Použité zdroje: A S HORNBY. Oxford Advanced Leaner´s Dictionary of Current English. Eighth edition. Oxford: Oxford University Press, Autorem materiálu a všech jeho částí, není-li uvedeno jinak, je Dr. Anna Štiplová.