Responding to Complaints - Conversation Practice
Practise responding to complaints through two model conversations at B2–C1 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
Respond professionally without guessing the cause or promising an unknown completion date.
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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.
- Read the duplicate-payment dialogue and explain why completed entries need transaction checks.
- Identify the access impact of the closed changing room and the commitment to an update by five.
- Create a prompt exchange with two key phrases, a specific investigation and a timed follow-up.
Support and extension
Use concern/check/action/update notes. Extend by distinguishing a reliable update promise from an unconfirmed repair or refund date.
Suggested approach. Adjust the pace and number of questions to suit your class.
