Tuesday+19+October

=Dealing with Complaint Letters (1)= Look at the letter from Michael Leung.

This letter is one of several you have received from exhibition attendees concerning registration, overcrowding at exhibitions and the shortage of print materials related to exhibition products. The letters have led you to carry out an investigation into the causes of the problem.


 * Part 1**

Write an **email** to your friend and colleague, June Lau in the Accounts department, outlining the problem and asking for advice about handling the case.


 * Part 2**

Write an **email** to your boss, Ms Anne Kong, the Director of Exhibition Services. In your email you should:

• include a subject heading

• outline the general problem areas and what seems to be causing each of them

• make suggestions for action that address each of the areas

• request approval for implementing your suggestions

Please note that you will need to make up your own ideas about the causes of and solutions to the problems.


 * Part 3**

Ms Kong has approved your suggestions. Now write a **letter of adjustment** to Mr. Leung in which you respond to the points he raised in his letter.

• See pages 84-85 in the Student Notes for language. • See page 87 of the Student Notes for the structure of an adjustment letter. • Remember to vary your tone and distance depending on who you are writing to – see pages 75-76 of the Student Notes.

Comments in Green

 * Alan, Sky & Pixie**
 * Andrew, Martin and Kobe**
 * Alice and Sarah**
 * Candy and Jessica**
 * Lizzy and Lillian**
 * Dee and Susan **
 * Ada and Elaine **
 * Amanda and Candy Zhang **


 * Extra Practice **


 * Positive Tone**
 * How to Reply to Complaints**
 * Grammar of Lack **
 * Grammar of Complain **