Business English- Dealing with Complaints Step by Step Roleplay Practice

A LESSON PLAN FOR ENGLISH LANGUAGE TEACHERS

Level: Intermediate
Grammar Topic: Vocabulary
Type: Lesson Plans
Submitted by:
Published: 30th Jan 2012

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Lesson Plan Text

Dealing with Complaints- Step by Step Practice

Work your way through the roleplays below with same roles each time. The roleplays 
should start short and easy and get longer and more difficult as you progress through 
them. You can use the same topic for each roleplay or change topics, whichever you 
prefer.

1. Your partner will (politely) complain about one of the things below. Apologise.
2. Do the same, but this time replying with an apology and reason why it happened.
3. Do the same, but replying with an apology, reason, and future action.
4. Do the same, but as emails. 
5. Do the same, but as a telephone call. 
6. Do the same (as telephone calls), but this time also use some phrases for sounding 
sympathetic and showing you are listening. 
7. Do the same, but with the first phone call leaving a message on your answer machine. 

Possible topics

Invoiced for the wrong amount

Late payment

The wrong information

Low English level of a member of staff

Not replying to an email or answer machine message

Problems with the computer system

Documents not arrived

Delivered the wrong thing

Delivered the wrong amount

Something missing

Impoliteness

Price rises

Equipment breaking down

Unreliability

Bad quality

Changes since the last batch

Passing on complaints from someone else

Release of personal information

Bad publicity

Not giving necessary information

Short working hours

Short notice

Lack of improvements

Switch roles and do all seven steps again but with a different topic, e.g. another one above 
or a more realistic one for you.

Written by Alex Case for UsingEnglish.com © 2012

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