You can download a copy from HERE

READING COMPREHENSION                                        
Read the letter and choose the right answer
To Whom It May Concern,

On March 5, 2010, I bought a Perfect Muffin Kit from your store at Midfield Mall. The cashier who assisted me was George. George was very friendly and assured me that the Perfect Muffin Kit would live up to the guarantee on the box: “Perfect Muffins Every Time!”

 Unfortunately, this product did not live up to its claim. Although the box promised, as I stated above, to provide “Perfect Muffins Every Time,” the muffins I made were far from perfect. I followed the directions included in the package very carefully. First, I removed the bag of mix from the box. Then, I poured it into a bowl. Next, I added the correct amount of water to the mix and stirred it. The directions said that after stirring the mixture, I could, and I quote, “add half a cup of raisins, nuts, berries, or another favorite ingredient.” My favorite ingredient happens to be hot sauce. I find that a dash of hot sauce makes pizza, pasta, and soup taste very delicious. So, continuing to follow the instructions, I added half a cup of hot sauce to the mix and stirred it. Finally, I poured the mix into muffin tins and baked it in the oven at 350 degrees for exactly 20 minutes.

When the muffins finished baking, I was very excited to eat the “Perfect Muffins” as promised on the box. You can imagine my disappointment when, after tasting the muffins, I discovered that they were not perfect. These muffins were, in fact, absolutely terrible. Not even my dog was interested in eating these supposedly “perfect” muffins.

 I would appreciate a full refund ($3.99) for this product as soon as possible. Enclosed are the receipt, the empty box, and one of the un-perfect muffins so that you can experience it for yourself.
Thank you for your prompt attention to this matter.

Yours faithfully,

Michelle Bauer
1) This letter is most likely addressed to
 A. the owner of the muffin mix company
 B. a local store owner
C. the clerk at a local muffin bakery
 D. George, the cashier who sold Michelle the muffin mix

2) The tone of the author can best be described as

A. furious
B. disgusted
C. embarrassed
D. frustrated

3) It can be understood that the author is disappointed by the product because
A. it was worth less money than she paid for it
 B. it did not fulfill the promise made on the box
 C. the instructions included with the product contained a mistake
 D. the instructions included with the product were too difficult to follow

4) It can be understood that the author put hot sauce in the muffins because she
A. wanted to get a full refund
B. did not read the directions carefully
C. was out of raisins, nuts, and berries
D. considered it one of her favorite ingredients

5) The author’s main purpose in writing this letter is to
A. complain about how bad the muffins tasted
 B. obtain a full refund for her money
C. prevent others from making the same mistake she did
D. persuade the company to change the wording on their box

7) According to the author, the muffins tasted "absolutely terrible." This is the result of
A. misinterpretation
B. negligence
C. forgetfulness
D. recklessness

Complete the letter with an appropriate word from the box
begin      finally      faithfully      discount      so      misleading      because      complain      forward      above      but      attention      point      refund      advertisement

Dear Sir/Madam,

I feel I must __________(1) about the lunch we had at your restaurant on Thursday 17th December. Unfortunately, both the food and the service were not satisfactory.

To __________(2) with, the dishes we ordered were inedible __________(3) of heavy seasoning. There was __________(4) much salt and pepper on the food that it was impossible to eat the whole meal.

I must also __________(5) out that your advertisement was __________(6) as there were only two vegetarian dishes on the menu.

__________(7), when we asked for the bill, we were surprised at the staff's ignorance of the 10% __________(8) for group bookings. Again, this was something highlighted in your __________(9). We could have made a fuss about it, __________(10) we decided not to.
Considering all the __________(11), I believe I am entitled to a partial __________(12). I am confident that this matter will receive your prompt __________(13). I look __________(14) to hearing from you.

Yours __________(15),


In this short info-video, customer service and behaviour expert Jez Rose explains how to complain effectively to help you get what you want. Watch it and do the activity. CLICK HERE 

Through this video, Jez Rose gives people a handy guide to learn how to complain effectively.
Firstly, ___________         ____________, Don’t complain __________. Give yourself time to ___________ a list. It isn’t necessary to complain at the ____________ moment something happens.
You won’t be quiet and no one will respond well to being shouted at.

Document _________, _________ and ____________ of those involved. This will give a lot of information to help them to solve your problem.
Think about what you want to __________. Speak to the _________ __________________person available.  Never give up. You should ________________ call. Speak ______________, ______________ and with respect. Don’t ____________ people.
Be direct, clear, non-aggressive and ___________________.  Set a time limit of _________days to wait for a reply. It’s also useful to number and list issues you are complaining about.

Writing a letter of complaint

You have just returned from a trip to Florida. You flew there and back with “Ocean Air”. You decide to write to the airline to complain about your flight and ask for some money back.

Read the advertisement and the notes you made and then, using the information, write a letter of complaint to the airline. You may add other relevant points of your own.


Opening paragraph:
I am writing to complain about…..
I feel I must complain about……
I am writing to you in connection with…..

It was completely different from…..
I am dissatisfied with…..
Unfortunately, it was nothing like what I expected.

Expressions for middle paragraphs:
I must mention / point out …..
To make matters worse….
I was shocked / surprised / disappointed…..
As if that was not bad enough…
To my surprise / amazement…

Closing paragraph:
I demand a full refund / immediate action / a replacement.
I would be grateful if you dealt with this matter immediately.
I would appreciate if we could sort this matter out as soon as possible.
I am afraid that if this matter is not dealt with immediately, I will….

I look forward to hearing from you.
I hope to hear from you as soon as possible.
Thanking you in advance.



LEVEL 6        ORAL TASK 2

You can download a copy from HERE 

This story is based on “Lamb to the Slaughter”, by Roald Dahl. Read it and find the similarities and differences.

Alice Jackson’s husband, Henry, was a man of habit. So it was that at exactly six o’clock in the evening she was in the kitchen getting a beer for him out of the fridge and watching him walk up the path.
She was smiling. Today the routine was going to be different. It was their tenth wedding anniversary, and some friends were coming round for drinks at 8.00. There was a big ice statue of a couple kissing in the middle of the table in the living-room, with twenty glasses waiting for the guests. Alice was looking forward to the evening.
She was very happy. She had a beautiful baby sleeping upstairs, a lovely home, and a husband who she adored.
Henry opened the door and came into the kitchen. She turned around to kiss him and give him his beer.
“Sit down,“ Henry said. “I’ve got something to say.”
Alice had no idea that in the next two minutes her whole life was going to change.
“I’m sorry,” he said. “And it’s our wedding anniversary as well. But it’s just that Kathy and I are in love. Bobby won’t miss me. He’s too young.”
She didn’t believe her ears. She was in a dream.
“I’ll get ready for the party,” she said.
She walked into the living-room. When she returned, Henry was standing with his back to her, drinking his beer. She was carrying something heavy. He turned. “What on earth…?” These were Henry Jackson’s last words. His wife hit him over the head.
At first he didn’t move, then he fell to the floor.
Suddenly Alice began to think very clearly. She took the ice statue back to the living-room, and phoned the police. Then she turned up the central heating, and went upstairs to put on some make-up.
The police came quickly.
“Is he all right?” she asked.
“He’s dead.”
Alice screamed. “No, no, not Henry! My Henry! Oh Henry!” Through her tears she told how she put the baby to bed, and came downstairs to find Henry on the kitchen floor.
“Burglars,” said Detective Parry.
They took her into the living-room.
“Sit down, Mrs Jackson. Sergeant Taylor, get Mrs Jackson a drink. A brandy with some ice. Phew! It’s hot in this room. I hope you understand, Mrs Jackson, that we have to search the house immediately. We must find the murder weapon.”
The room was getting hotter. Suddenly an arm fell off the ice statue onto the table. It was melting. Sergeant Taylor went to the statue and picked up the melting arm. He broke it into bits and put some into Alice’s brandy.
“Phew! Can I have a glass of water, Mrs Jackson? It’s so hot in here.”
“I think we all need one, “said the detective. “And with ice.” They were all very hot and thirsty.
Alice’s friends arrived. “Poor Alice! Poor Henry!” they cried and tried to comfort her.
“Oh, thank you, thank you,” sobbed Alice. “Please….stay and have a drink. Help yourselves.”
They all had drinks – gin and tonic, whisky- and they all had ice. The statue was now nearly a pool of water on the floor.
“I wonder what the burglar hit him with,” said one guest.
“Who knows?” said another, taking a sip of her drink.
Alice heard this conversation, and smiled into her brandy.


Now prepare to present your findings to the class. Here you have useful phrases to compare and contrast the stories


You can download a printer-friendly copy from HERE 

Have you ever had any problems with any item you bought? Have you ever had to deal with Customer Services office?
Jane Brown
123 Street

1 January 2016
Dear Manager
I am unhappy with the quality of a television cabinet I bought at 5 Street on 15 December and I am writing to seek a replacement.
The cabinet doors do not open and shut properly and the stain on the cabinet is uneven, with one half darker than the other. The cabinet was delivered on 30 December and I noticed this problem as soon as I unpacked it from the box.
The cabinet is not of acceptable quality and does not match the sample cabinet I was shown in store. I would like you to replace it with one of the same quality, finish as the sample, and arrange for return of the faulty cabinet at no cost.
I have attached a photocopy of my receipt as proof of purchase.
I would like to have this problem fixed quickly please. If I do not hear from you within 10 days, I will lodge a formal complaint with Consumer Affairs in my state.
You can contact me on 1234 5678 during working hours or after hours on 123 456 789 to discuss this matter further.
Yours faithfully,
Jane Brown
Enclosed: Copy of the receipt for television cabinet

Answer these questions
Ø  Where and when did Jane buy the cabinet? ____________________________________________
Ø  What is wrong with it? _____________________________________________________________
Ø  When did she realize that it was not right? _____________________________________________
Ø  What does she want to be done? ____________________________________________________
Ø  Will she pay to send the faulty one back? ______________________________________________
Ø  Has she sent any original document? _________________________________________________
Ø  What will happen if they do not take care of the problem? __________________________________
Ø  If you had the same problem, would you act as she did? ___________________________________


Fill in all the gaps with an appropriate word

agreed      circumstances      connection      consideration      course      Further      Furthermore      presented     provided      sincerely      unprofessional      worse   

Principio del formulario
Dear Mr Simpkins,
____________________ to our telephone conversation earlier today, I am writing in __________________  with the catering services which you ______________________ on 12 December for our annual dinner.
You are aware that over twenty of our guests suffered food poisoning, caused directly by the food you provided.  ______________________, your staff were ______________________ and clearly had not been properly trained for this type of work. The waiters were rude and slovenly while the kitchen staff were dirty in appearance and did not wear the correct clothing stipulated in government regulations relating to hygiene and public catering.
To make matters ______________________ I was ______________________ with a bill which was $1,500 over the ______________________  price and told to pay immediately. In the______________________,I think my refusal was quite reasonable.
Having taken all of the above into ______________________ I have now spoken with our solicitors and you will be hearing from them in due ______________________
Yours ______________________
Final del formulario
Watch the video and complete the summary  . Click HERE to download the video 

Everyone wants to get the most they can out of the things they buy. If you do not, then it's time to ____________________. The Consumer Federation of America lists the top things that consumers complain about.

Some of those items include Utility Service, retailer sales for false ____________________, lending companies, ____________________ products and auto and auto repairs, which consumers say extends from faulty repairs and false advertising.

With the internet and social media getting stronger every day, consumers have more ____________________ to express their complaints. Angela Thompson bought her husband a tool chest from Sears, but was charged for the set ____________________. She called the company and received no ____________________. She then took her complaint to the Sears Facebook page, where she expressed her complaint and she wrote an email and a letter to the CEO. A few days later she received a call and was immediately given a ____________________.

"Don't be afraid to complain, companies want to hear from you." said Marketing Professor Cait Lamberton.

In order to complain effectively, you have to follow a few steps, which include but are not limited to the following:
• Be prepared by having receipts, paperwork and account numbers ____________________
• Be specific about what you want from the company and who you want to speak too.
•   Remain Loyal - Let them know that you are a ____________________ customer, this will make them want to do their best to make sure you get what you need.
•   Be nice- Think ____________________ about what's going on, and try to understand that the situation that took place was not anything ____________________.

Once a woman complained about a new ____________________ in her favourite ice-cream flavour, so the company sent her  ____________________ for free pints.

If you don't know how to write a complaint ____________________, the Federal Trade Commission has a sample one on their website.

A letter of complaint

How do you feel when you spend money but don’t get what you want? Most of us feel angry and we want to shout at people who sold us the goods or services. However, being aggressive is not usually the best way to get a positive response. If you really want to solve the problem, calm down and think about what you are going to say –or write. Try to give a firm but friendly impression. You should follow these steps:

·         Be clear and concise. Describe the item you bought and the problem; include serial or model numbers, and the name and location of the seller.
·         State exactly what you want done and how long you are willing to wait for a response. Be reasonable.
·         Don't write an angry, sarcastic, or threatening letter. The person reading your letter probably isn’t responsible for the problem, but may be very helpful in resolving it.
·         Include copies of relevant documents, like receipts, repair orders, and warranties. Keep the originals.
·         Provide your name, address, and phone numbers. If an account is involved, be sure to include the account number.

Pre Writing
Decide the problem to work on. Remember you have to complain about a product you bought. Take notes
Ø  What was the problem?
Ø  What was the name of the company?
Ø  What is the address of the company?
Ø  What is the email address of the company?
Ø  When did the problem happen?
Ø  How do you want the problem fixed?
Ø  Describe the problem in 1 sentence

Now get ready to write your letter. Here you have useful phrases to include. Remenber to be nice but firm.


You can download a printer-friendly copy from HERE  

LEVEL 6 - 



Have you ever seen “Shark Tank”?

Shark Tank is an American reality television series that premiered on August 9, 2009, on ABC. Shark Tank shows aspiring entrepreneur-contestants as they make business presentations to a panel of "shark" investors, who then choose whether or not to invest.

Here is Stan Efferding, a pro body builder, presenting his invention to the investors.

Click HERE to watch the video. Complete the text with the missing information. 

You can use one or more words.
Stan Efferding is a pro bodybuilder. His company´s name is ______________________. He’s asking for ______________________ in exchange for the ______________________ of his company. He is the Olympus World  ______________________ pro bodybuilder. He has been a professional trainer for over ______________________ years. He said that if you want to lift weight, you should get proper ______________________ before your workout, stay ______________________ during your training and get plenty of protein to recover from the effort. That’s why he created the Kooler.
The Kooler is a double-wall, insulated cooler . It holds a gallon of ______________________. When the shaker goes in, the water keeps it cool. You can have a drink while ______________________. If you want a snack or meal, the kooler comes with a second ______________________ bottle.       
Would you invest in the Kooler? Why/ Why not?

MONEY MAKING IDEA                            
Now, it’s your turn to present YOUR idea to the panel of shark investors. Think about a good business idea. 
You can use the following questions as a guide.

ü  What is the name of the business?
ü  What is the product / idea?
ü  How much money do you need to start your company?        

ü  How will the business make money?
ü  Who will you sell to?
ü  Why should “the sharks” invest in your business?

Prepare to present your ideas to the class. Practise your presentation using your notes. Your partners are going to play the sharks’ role. Convince them that your idea is the best. Good luck!!!!- 

My business is called……..
My idea is to ………….
I hope to make money by ………………………
To be successful, I need to …………………
I plan to ………………………….