Name of the Teacher Date Level of the class Length of lesson
Elizabeth Catharina 26/11/2024 Upper-intermediate (B2) 60-minute
Lesson Type:
Business English Writing
Lesson Topic:
Making a formal complaint via email
Lesson Aims: Lesson Outcomes:
By the end of the lesson, students will be better able By the end of the lesson, students will have…
to…
• Write a formal complaint email using polite and • Learned the meaning, form, and appropriate usage
professional (formal) language that clearly of 10 key phrases used in formal complaint emails,
communicates their concerns. focusing on polite yet assertive language.
• Use formal phrases and sentence structures to • Analyses examples of formal complaint emails to
express dissatisfaction and request solutions in identify important language and structure.
a business setting. • Practiced using target language by drafting their own
• Apply key vocabulary and polite phrases that are complaint emails with a clear structure and
commonly used in formal complaint emails. appropriate tone.
• Give and receive feedback on their emails with a
partner, improving their use of polite expressions
and overall clarity in their writings.
pg. 1 Lesson Plan 150823
, Anticipated difficulties: Suggested solutions:
1. Cultural and Age Considerations – Students, 1. Encourage students to practice making polite but
being Japanese and aged 35-45, may feel firm complaints through pair work and roleplays,
hesitant to adopt a firm but polite tone when reminding them that assertiveness is a necessary
addressing a complaint, especially since skill in English business communication.
business communication in their culture tends
to be highly respectful and indirect. 2. Provide clear examples of polite yet firm language,
emphasising the importance of maintaining a
2. Difficulty with Politeness and Assertiveness – professional tone. I will make use of exercises where
Students may either be too direct or too vague students rephrase overly direct or indirect
when writing formal complaints, especially sentences to make them more appropriate.
if they are not familiar with balancing politeness
and assertiveness. 3. Provide students with a list of functional phrases
that can be used in various business scenarios, such
3. Struggles with Functional Language – Students as meetings or negotiations. Help them practice
may find it challenging to use functional phrases these phrases in both written and spoken contexts.
to express complaints and requests clearly and
politely.
Target Language Analysis
Include an analysis of the target language you will present for your learners to complete the ‘real-life’ task you
pg. 2 Lesson Plan 150823
Elizabeth Catharina 26/11/2024 Upper-intermediate (B2) 60-minute
Lesson Type:
Business English Writing
Lesson Topic:
Making a formal complaint via email
Lesson Aims: Lesson Outcomes:
By the end of the lesson, students will be better able By the end of the lesson, students will have…
to…
• Write a formal complaint email using polite and • Learned the meaning, form, and appropriate usage
professional (formal) language that clearly of 10 key phrases used in formal complaint emails,
communicates their concerns. focusing on polite yet assertive language.
• Use formal phrases and sentence structures to • Analyses examples of formal complaint emails to
express dissatisfaction and request solutions in identify important language and structure.
a business setting. • Practiced using target language by drafting their own
• Apply key vocabulary and polite phrases that are complaint emails with a clear structure and
commonly used in formal complaint emails. appropriate tone.
• Give and receive feedback on their emails with a
partner, improving their use of polite expressions
and overall clarity in their writings.
pg. 1 Lesson Plan 150823
, Anticipated difficulties: Suggested solutions:
1. Cultural and Age Considerations – Students, 1. Encourage students to practice making polite but
being Japanese and aged 35-45, may feel firm complaints through pair work and roleplays,
hesitant to adopt a firm but polite tone when reminding them that assertiveness is a necessary
addressing a complaint, especially since skill in English business communication.
business communication in their culture tends
to be highly respectful and indirect. 2. Provide clear examples of polite yet firm language,
emphasising the importance of maintaining a
2. Difficulty with Politeness and Assertiveness – professional tone. I will make use of exercises where
Students may either be too direct or too vague students rephrase overly direct or indirect
when writing formal complaints, especially sentences to make them more appropriate.
if they are not familiar with balancing politeness
and assertiveness. 3. Provide students with a list of functional phrases
that can be used in various business scenarios, such
3. Struggles with Functional Language – Students as meetings or negotiations. Help them practice
may find it challenging to use functional phrases these phrases in both written and spoken contexts.
to express complaints and requests clearly and
politely.
Target Language Analysis
Include an analysis of the target language you will present for your learners to complete the ‘real-life’ task you
pg. 2 Lesson Plan 150823
