Wednesday+20+October

= Try to finish before Monday 25 October. =

=Dealing with Complaint Letters (1)= Look at the letter from Michael Leung.

This letter is one of several you have received from exhibition attendees concerning registration, overcrowding at exhibitions and the shortage of print materials related to exhibition products. The letters have led you to carry out an investigation into the causes of the problem.


 * Part 1**

Write an email to your friend and colleague, June Lau in the Accounts department, outlining the problem and asking for advice about handling the case. This email should be less formal.


 * Part 2**

Write an email to your boss, Ms Anne Kong, the Director of Exhibition Services. In your email you should:

• include a subject heading

• outline the general problem areas and what seems to be causing each of them

• make suggestions for action that address each of the areas

• request approval for implementing your suggestions

Use numbering and sub headings

Please note that you will need to make up your own ideas about the causes of and solutions to the problems.


 * Part 3**

Ms Kong has approved your suggestions. Now write a letter of adjustment to Mr. Leung in which you respond to the points he raised in his letter. Remember to include the addresses, date and a subject line.

• See pages 84-85 in the Student Notes for language. • See page 87 of the Student Notes for the structure of an adjustment letter. • Remember to vary your tone and distance depending on who you are writing to – see pages 75-76of the Student Notes.

Work in pairs or small groups. Sign in and open a New Page. Call your page ** Sound Systems by [your names] **
 * Write all three parts on one page. **

Comments in Green

 * Fred and Dave**
 * Sherry and Tina**
 * Beatrice and Joy**
 * Philip, Dale and Max**
 * Joshua, Mac and Michael**
 * Lara, Lynn and Vicky **


 * Extra Practice **


 * Positive Tone**
 * How to Reply to Complaints**
 * Grammar of Lack **
 * Grammar of Complain **