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1、Module 8 Unit 23 ConflictModule 8 Unit 23 Conflict Communication Workshop Communication WorkshopTour de FranceLance ArmstrongA situational dialogue about a Tour de France exercise bikeAfter-sale ServiceW: Good afternoon. Tour De France exercise bike after-sale service. Can I help you? M: Yes. I woul
2、d like you either to replace the bike or to give back my money.W: Whats wrong with the bike? M: Well, your advert gave the impression thatW: Unbelievable! Im sorry, but I can M: What?the chain is broken and the tyre is flat! the bike would last a lifetime. But only one week,only get your bike repair
3、ed. You maynot have read the instructionscarefully.false adsempty promisescelebrityeffect(名人名人 )ObjectiveObjectiveAt the end of the class, you will be able to write a letter of complaint. 6. the purpose of writing 2. your personal information3. false claims made by the ad 1. poor quality 5. the deta
4、ils of the instruction manual8. poor service4. your demands 7. rights of consumersRead the letter. Match the titles (1-6) with the paragraphs (A-E). There is one extra title.1.poor service2.false claims 3.the product 4.money back 5.diet programme 6.poor qualityParagraph AParagraph BParagraph EParagr
5、aph CParagraph DExample:S1: Why did Mr Jeffreys write the letter?S2: He wrote the letter with the purpose of complaining about his newly bought Tour de France exercise bike.Dear Sir / Madamcomma,GreetingI am writing to you about the imported Tour de France exercise bike which I bought from I enclose
6、 copies of the guarantee and receipt.When I took the bike back to Mogul Megastores, not only did the manager refuse to give back my money, but said that they would not repair the bike either. Reason for writingIn your advertising you claim that by using the exercise bike for ten minutes a day, one w
7、ould strengthen ones body and lose at least two kilos a week.Reason for the complaint:misleading advertising for the productThe bike is not stable and is extremely badly made. The speed control stopped working after a weekReason for the complaint:what went wrong with the productReactions to your com
8、plaintI would like you to give back my money as soon as possible Unless I receive a positive reply within, I tend to take further action.Your demandsI look forward to hearing from youFormal endingSigning offGreetingReason for writingReasons for the complaintSigning offYour demandsReactions to your c
9、omplaintYour addressThe DateThe name andaddress of the companyFormal endingClassify the underlined linking words and Classify the underlined linking words and expressions into the following groupsexpressions into the following groupsmanner (方式方式) condition (条件条件) contrast (对比对比) purpose (目的目的)reason
10、 (原因原因) result (结果结果) time (时间时间) addition (递进递进) relative pronoun (关系代词关系代词)so, as if manner: condition: contrast: purpose: reason: result: time: addition: relative pronoun:as though unlessnot toin order tosincesothatafteras well aswhich thatas ifdespiteifhoweverasjust as when as soon asnot only ei
11、ther alsoUnderline the Underline the useful expressions useful expressions in the letter.in the letter. A personal letter OR a business letter? Formal OR Informal ?假设上周日你在捷龙超市花了假设上周日你在捷龙超市花了800元购买了一款欧元购买了一款欧普牌普牌(OPPO) MP4 player，出现了质量问题。现请，出现了质量问题。现请你根据下表信息给该超市负责人写一封投诉信。你根据下表信息给该超市负责人写一封投诉信。广告承诺广告承诺
12、质量一流质量一流音效好音效好网速快网速快售后服务有保证售后服务有保证仅用三天仅用三天播放键失灵播放键失灵杂音大杂音大网络连接慢网络连接慢店员态度冷淡店员态度冷淡,拒拒绝退款绝退款你的要求你的要求在两周内办好退款手续在两周内办好退款手续注意：1. 词数120左右, 信的开头句已给出, 不计入总词数； 2. 可以适当增加细节, 以使行文连贯；3. 参考词汇： 音效: sound effect 网络连接: network connection退款: refund moneyA Letter of ComplaintI am writing to you about which I bought fr
13、omonfor . I enclose copies of the guarantee and receipt.1. Your reason for writingI am writing to you about the OPPO MP4 player which I bought from Jielong Supermarket last Sunday for 800 yuan. I enclose copies of the guarantee and receipt. 1. The misleading advertising2. Poor quality of the product
14、 3. Poor service4. Your demandsWork in fours and share Work in fours and share different writing tasksdifferent writing tasksA Letter of ComplaintI am writing to you about which I bought fromonfor . I enclose copies of the guarantee and receipt.1. Your reason for writingA Letter of ComplaintIn your
15、advertising you claim that/ The advert gives the impression that the will last a lifetime. Besides, it Moreover,2. The misleading advertising A Letter of ComplaintHowever, only after one week, Even worse than that, In fact, the more I use it, the more.despite I follow the instruction manual carefull
16、y. The final straw came when 3. Poor quality of the productA Letter of ComplaintWhen I took the back to the shop, not only did therefuse to,but (also) would not ,either. even said it was my fault.4. Poor serviceA Letter of ComplaintI would like you toas soon as possible. Unless I receive a positive
17、reply within, I intend to take further action./ If I do not get full satisfaction, I would like to take legal action. (I have already been in contact with my lawyer for advice. He helped me draft this letter and has copies of the guarantee and receipt.)5. Your demandsHomeworkHomework1.Please finish
18、your letters .2.Fill in the forms to do peer assessment. Questions Your assessment 评价人评价人Does the letter have clear ideas?Yes So-so NoDoes the letter have good layout?Yes NoHow is the language? Excellent Good AcceptableHow is the handwriting?Excellent Good AcceptableUnderline any words,expressions or phrases you like. Assessment (评价）评价）THANK YOUTHANK YOU