WEEK 5 - Periode 3

WELCOME!
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Slide 1: Tekstslide
EngelsMBOStudiejaar 1

In deze les zitten 13 slides, met tekstslides.

time-iconLesduur is: 90 min

Onderdelen in deze les

WELCOME!

Slide 1 - Tekstslide

Today's plan
  • Formal writing
  • Common Mistakes
  • Complaint letter

Slide 2 - Tekstslide

Lesson goals


  • Writing Learn the structure and how to write a complaint letter
  • Grammar: use of articles 
  • Able to identify and fix errors

Slide 3 - Tekstslide

Articles (A/An)
A gebruik je voor woorden die beginnen met een medeklinker:
- A woman
- A shoe
AN gebruik je voor woorden die beginnen met een klinker
- An apple
- An egg
Maar ook als een klinker klinkt als een medeklinker:
- ''u'' klinkt als ''you'' -> A university
- ''o'' klinkt als ''w'' -> A one-room apartment 
Maar ook als een medeklinker,klinkt als een klinker:
-  een stomme ''h'' -> an hour
- een afkorting -> an NBC reporter

Slide 4 - Tekstslide

A complaint letter 

Slide 5 - Tekstslide

Structure email or letter of complaint

part 1
opening
When you do know the recipient's name:
Dear Mr (or Mrs, Ms, Miss, etc.) Surname.
When you don't know the recipient's name:
Dear Sir/Madam,  or To whom it may concern. 
part 2
introduction  paragraph
In your first sentence draw the recipient’s attention to the matter you’re going to raise or discuss.
body paragraph(s)
Provide some detailed background information; describe the circumstances that resulted in your dissatisfaction. Then, expand on the effects and consequences the problem had—show what damage you’ve suffered.
final paragraph
In conclusion, you should state what your expectations are and when you want to receive an answer to your complaint.
part 3
the close
When you do know the recipient's name: Yours sincerely,
When you don't know the recipient's name: Yours faithfully,
Type your name underneath your signature.

Slide 6 - Tekstslide

Letter of complaint
This caused me to ...
Dit heeft ertoe geleid dat ik ...
I expect better service from a company of your reputation.
Ik verwacht betere service van een bedrijf met uw reputatie.
I am sure you will appreciate that this level of service is unacceptable.
Ik weet zeker dat u zult begrijpen dat deze service onacceptabel is.
I would like to know what action you will take to rectify this situation.
Ik zou graag willen weten welke acties u gaat ondernemen om deze situatie recht te zetten.

Slide 7 - Tekstslide

letter of complaint
We regret to inform you that ...
Het spijt ons u te moeten mededelen dat ...
I am writing to express my dissatisfaction with / at ...
Ik schrijf u om mijn ontevredenheid / ongenoegen over ... te uiten.
Unfortunately, this product was incorrectly invoiced.
Helaas is dit product onjuist gefactureerd.
I returned / explained / requested ...
Ik bracht het terug / legde uit / heb verzocht ...

Slide 8 - Tekstslide

Tips for the complaint letter
Focus on the most important facts. Don't give unnecessary background information.
Make sure you include:
  • the reason for writing (e.g. I am writing to ...)
  • what went wrong
  • what you would like to happen now.
  • Complaint letters are usually written in a formal style.
  • Use passives to be less direct and more formal, e.g. I was served quickly.

Slide 9 - Tekstslide

Common mistakes
I have made a document with common mistakes. You are going to identify these mistakes and fix them!

We will discuss the answers together in 15min.

timer
15:00

Slide 10 - Tekstslide

Complaint letter

Make the writing assignment I have uploaded in teams. You should hand it in before the end of this lesson!

Slide 11 - Tekstslide

Complaint letter/e-mail  - example
Dear Sir/Madam,

I am writing to you this e-mail because I have a complaint to make.
Last week I ordered a computer through your site. We agreed that you would deliver the computer on the 2nd of April, that is today. I have been waiting the whole day. However I have not received the computer yet. You should have let me known about the delay. You could have phoned me for example or sent me an e-mail.
Could you please let me know what went wrong? I would like to know when you plan to deliver my computer.
I am looking forward to your speedy response.

Yours faithfully,
Susan Smith

Slide 12 - Tekstslide

See you next week!

Slide 13 - Tekstslide