Responding to Complaints - Conversation Practice
Practise responding to complaints through two model conversations at A2–B1 level. Key phrases are highlighted in the dialogues and collected below each example. Two prompts help learners create their own conversations.
What’s in the worksheet?
- Two model conversations
- Highlighted phrases in context
- Key phrases below each dialogue
- Two prompts for pair practice
Acknowledge a complaint and offer a precise practical response.
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A simple way to teach it
Before the lesson
Use the two model conversations and key-phrase lists on the single learner page; the final prompts are open-ended and need no fixed answer key.
- Trace the missing-bracket model from product check to the correct replacement part.
- Read the noisy-room model and identify both stopping the disturbance and restoring lost booking time.
- Create either prompt exchange with two key phrases, one clarifying question and a helpful remedy.
Support and extension
Offer acknowledge/check/action notes. Extend by asking whether the proposed remedy helps; promises should stay within the role's stated authority.
Suggested approach. Adjust the pace and number of questions to suit your class.
