教学目标 知识与技能：

Let students learn a letter of complaint and master the key language points in the text.

过程与方法： 

Using the method of scanning, skimming and careful reading to learn the passage.

情感、态度和价值观：

Ss will know how to write a complaint letter and at the same time how to write an adjustment letter to better serve customers.

教学重点 1. Enable Ss to retell the main idea of the passage and translate some important sentences by themselves.

2. Key points:   

voice your complaints             much to my regret 

place a complaint against           with the intention of doing   

remove… from….                 be unable to do \

murmur something unpleasant       It’s one’s duty to do sth

turn a deaf ear to                  look into  

教学难点 1. Key sentences.

2. Learn to write a complaint letter.

教法 情境教学法（Situational Teaching Method）

学法 Learning through cooperating and remembering.