period 6 listening，speaking and writingteaching aims 1．learn to find out the causes and wanted results of each complaint.2．learn to use the expressions people use to complain in the listening text.3．be able to use polite expressions to complain in certain situations.teaching procedures step 1 lead－infirst，have a small talk about the whale watching tour：how do you feel if you see them in the flesh？do you enjoy a whale watching tour?next，tell students sometimes not everything turns out the way you wish，so read the ad on page 25 carefully and find out what you can get if you fail to see these lovely whales.after reading it，discuss and find answers to these questions：1．what can you experience on this tour?2．would you like to go？what aspect of the tour would you like best?3．when would you get a refund?suggested answers：1．you can see whales，listen to whales singing，watch them underwater，see other marine animals such as dolphins，seals and penguins.2．various answers are possible.3．if you don＂t see a whale，you would get half the fare back. step 2 listening(page 26)1．these dialogues between tourists and a tour guide took place after a whale watching tour.decide which aspects the tourists might think were good(g)and the aspects they might complain about(b)．listen to the tape and check your answers.then listen again and number the aspects in the order you hear them.aspects good/bad order1．saw whales filmed underwater 2．saw only one whale in the distance 3．heard whales 4．too wet to go outside 5．saw birds，dolphins and seals 6．boat got back too late good aspects：1 3 5bad aspects：2 4 6order：4 3 1 6 5 22．listen again.when the tourist complained，what result did he/she want to get from the tour guide and what was the actual result？complete the table below. dialogue 1 result wanted：________________________________________________________________________ ________________________________________________________________________. actual result：________________________________________________________________________ ________________________________________________________________________ dialogue 2 result wanted：____________. actual result：____________. dialogue 3 result wanted：____________. actual result：________________________.suggested answers： dialogue 1result wanted：not_stated_by_the_tourist_although_she_did_say_she_wanted_to_speak_to_the_manager.actual result：not_stated_although_the_tourist_probably_would_not_get_another_tour_or_a_refund. dialogue 2result wanted：a_full_refund.actual result：a_full_refund. dialogue 3result wanted：a_full_refund.actual result：a_refund_of_half_the_fare. 3.listen to the expressions that each customer used to make his/her complaint.complete the sentences.dialogue 1(1)i＂m sorry but ______ with the tour.(2)well，it was ______ outside...my two kids ______.dialogue 2(1)yes，the whales were awesome but ______.(2)i＂m sorry but ______.i now have to make another airline booking and i have no idea whether there＂ll be any seats available.____________.dialogue 3(1)excuse me，the tour ____________ and we＂d ____________ please.(2)____________ as we＂re visitors to this area and we＂re leaving tomorrow morning.(3)well，actually，____________.keys：dialogue 1：we weren＂t very happy；so wet we couldn＂t go；are very disappointeddialogue 2：i＂m feeling very annoyed；that＂s not good enough；i＂d like a full refunddialogue 3：wasn＂t what my husband and i had expected；like a refund；i＂m afraid that＂s no good for us；we＂d like a full refund4．listen to the first dialogue and fill in the missing words.tour guide：i＂m sorry but we ______ ______ the weather and you ______ ______ whales.angela：well.i＂m afraid that＂s not ______ ______.i＂d like to talk to the manager.tour guide：i＂m sure that won＂t ______ ______ ______ ______.i know he＂ll ______ with me.the ______ is that you ______ ______ whales.keys：can＂t control；did see；good enough；do you any good；agree；fact；did see step 3 speakingwork with your partner，make up dialogues for the following situations.use expressions like the ones in the box.perform them for the whole class.situations：1．you missed your flight because you think that it was not announced over the loudspeaker.complain to an airline official.2．the fish you ordered tastes terrible.complain to the manager of the restaurant.3．the trousers the tailor made for you are too short.complain to the tailor. step 4 writingwrite a short dialogue you made up above down.