高中英语书面表达---投诉信ms.pptx

应用文写作,-投诉信（letter of complaint）,投诉信（letter of complaint） 投诉信是当事人对某产品或服务表示不满意的一种书信形式，格式与其他书信类似。,a 范文 （日期） aug. 8,2003 dear sirs,（称呼） i am writing to complain to you about the pairs of shoes that i bought from your shop during the may day. when i took it back home, i found there was something wrong with the shoes. as you will realize, i was extremely upset to discover all this. i am returning the shoes with this letter and look forward to receiving a new one of the same size.正文 （结束敬语）yours truly （签名）li ming,范例1. 情景介绍 假如你是一名乘客，名叫李华，对这次航班不满意，理由有如下四个： （1）航空公司给你弄丢了一个重要的包，内有公司机密文件； （2）飞机迟到一个半小时； （3）飞机上的食物很差； （4）乘务员的服务态度不好。 请你就此事给航空公司写一封投诉信。100词左右。,写作步骤： 审题，要做到“四确定” （1）体裁格式 ：应用文（书信）格式 （2）主体时态：一般过去式 （3）中心人称： 第一人称 （4） 内容要点：,2 投诉事由要点一 投诉事由要点二； 投诉事由要点三； 投诉事由要点-；,1自我介绍， 说明投诉理由；,3 提出要求 或希望,i am _ (自我介绍) .i feel bad to trouble you but i am afraid that i have to make a complaint about_. the reason for my dissatisfaction is _(总体介绍). in the first place,_(抱怨的第一个方面). in addition, _(抱怨的第二个方面). under these circumstances（情况）, i find it _ (感觉)_(抱怨的方面给你带来的后果). i appreciate it very much if you could _(提出建议和请求), preferably _(进一步的要求),and i would like to have this matter settled by _(设定解决事情最后期限). thank you for your consideration and i will be looking forward to your reply.,提出要求和希望,3. 列提纲-抱怨信、批评信、投诉信类 dear_, my name is im writing this letter about im sorry to say that im very unhappy about first of all, secondly, thirdly, fourthly, i hate to have to say this, but honestly speaking, the focus of my complaint is i do hope ,dear manager, my name is li hua, a passenger of your airline. im writing this letter about your bad service. im sorry to say that im very unhappy about your airline. first of all, your airline lost one of my bags, in which there is an important paper of our company. secondly, my plane was one and a half hours late. you know, i had to attend an important meeting in time. thirdly, the food on the plane was terrible. fourthly, i hate to say this, but i think the attendants on the plane were unfriendly and impolite to me. honestly speaking, this is the worst airline i know in the world. the focus of my complaint is where my bag is. i do hope you can help me find my bag and improve your service. yours, li hua,自我介绍,投诉事由,投诉事由要点概括句,对抱怨、投诉的总结句,突出投诉的中心议题,提出要求和希望,dear manager, my name is li hua, a passenger of your airline. im writing this letter about your bad service. im sorry to say that im very unhappy about your airline. first of all, your airline lost one of my bags, in which there is an important paper of our company. secondly, my plane was one and a half hours late. you know, i had to attend an important meeting in time. thirdly, the food on the plane was terrible. fourthly, i hate to say this, but i think the attendants服务 on the plane were unfriendly and impolite to me. honestly speaking, this is the worst airline i know in the world. the focus of my complaint is where my bag is. i do hope you can help me find my bag and improve your service. yours, li hua,1.im writing to you about _(产品)that i bought _(时间、地点) 2. it didnt work.( broken, ) 3. it wasted my time.(noisy ,made me headache) 4. i hope you to give back my money. (change to a new one, repair quickly),对于产品的投诉：,语言注意点：投诉信应重点表明投诉的原因，叙事应客观、准确、简洁。最后提出的解决方法应切实可行。在表达自己的不满时，语言要把握分寸，不失风度。,你参加了某旅行社组织安排的云南六天游。以下是旅行社广告宣传与你参团后实际情况的对比：,巩固练习(作业1):,写作内容 请给旅行社写一封投诉信, 内容包括： 1. 写信的目的； 2. 行程安排、酒店住宿旅游广告宣传与实际情况的对比； 3. 要求退回(give-back)30%团费, 否则将采取进一步行动。,精华点评,这是一篇关于旅行参团后的投诉信。因事情已发生, 描述广告宣传与实际情况对比时, 应该使用合适的过去时态。当谈及广告宣传时, 可使用“as it was promised /; it was claimed in your advertisement that. ”等句型, 并使用however / on the contrary等副词或but等连词, 引出实际情况的描述。,在词汇运用方面, 对重复出现的词句, 可尝试运用多种表达, 如游览(visit, pay a visit to)著名景点(historical attractions, places of interest, scenic spots)、配套设施(well /poorly furnished / equipped)，并可通过使用相同单词的不同词性来变换表达, 如enjoy the stay(名词) in a five-star hotel和stay(动词) in a poorly equipped hotel。,参考范文 dear sir， im writing to complain about the six-day trip to yunnan organized by your travel agency.,as it was promised in your advertisement, we would visit ten famous historical attractions of the local place. however, we only visited eight places of interest, tired of the boring journey as well.,besides, it was claimed that we would enjoy the stay in a five-star hotel which was well furnished, but to our disappointment, we were arranged to stay in a poorly equipped hotel with no hot water supply. please give 30% of my money back, or i shall be forced to take the matter further. thank you for your consideration. yours sincerely， chen ming,剩余材料：,d 练习 内容 : 王华女士给某商店经理写信投诉该店的营业员服务质量差 . 昨天她赶上一场大雨 , 顺便进入此店, 在卖戒指柜台关要求看一枚金戒指 , 但营业员(13员)服务态度不好, 拒绝接待 时间 :2001年2月28日,e答案 february, 28th 2001 dear mr. manager, im writing to complain about the poor service in your store. yesterday i was caught in a heavy shower and then entered your shop. when i found a gold ring which i liked, i asked a lady assistant (no.13) to show me the ring but she refused to serve me. evidently she thought i was not the one who could afford it for i was not very well-dressed. i choose to complain to you because im sure youll be able to make her understand how to serve as a shop assistant. yours faithfully wang hua,1投诉信 dear _， my name is/i am _.