Unit 23 Conflict Communication WorkshopTeaching aims1.words and phrases2.writing:a letter of complaint3.to practise using the vocabulary of complaints4.to practise using linking words and expressions5.to practise the structure: the morethe more6.listening:a film script7.to practise having a formal telephone conversation and making a complaint.Teaching timeTwo periodsTeaching processStep 1 Revision1.dictation2.check the homework exerciseStep 2 new words learningStep 3 writing: a letter of complaint1.exercise 1a)give students some time to read the letter and do the exercise.b)check their answers2.exercise 2a)read out the instructions and check that students understand the terms used.b)students work in pairs ,reading the text and classifying the underlined linking words and expressions.c)ask some students to do the exercise on the blackboard.step 4 listening: a film script1.exercise 1:students look at the film still and guess which of the statements about the film are true or false. then play the tape.2.Exercise 2a)give students some time to read the questions, then play the tape twiceb)ask some students to answer the questions.3.Exercise 3a)Students read through the answer options firstb)play the cassette again and see if they can answer the question.4.Exercise 4.work in pairs and discuss these questionsstep 5 speaking: a formal telephone conversationexercise 11.let students read through the multiple-choice questions first2.play the cassette and let students do the exerciseExercise 21.give students time to classify the sentences by reading them.2.play the cassette3.students do the exercise and then check their answersstep 6 homeworkexercise 2 in page 73