高中英语教学：投诉信学案.doc

应用文——投诉信 一．课前预习： 1.定义：投诉信是指在日常生活中或商务活动中对所遇到的困扰，恶劣的服务态度，劣质的产品等向对方或有关单位提出投诉，抗议和改进的建议。 2.语言风格：语气婉转，不生硬，语言措辞得当，有理有据。 3.格式：信的格式。 4.时态：一般过去时为主。 5.结构：一般分三部分：（1）开头部分：自我介绍，说明投诉对象及内容； （2）主体部分：说明情况，讲清厉害，分析利弊； （3）结尾部分：表达希望问题得到快速恰当解决的强烈愿望。 6.常用句式： 第一段：自我介绍，说明投诉对象及内容。 1. I am sorry to trouble you but I am afraid that I have to make serious complaint. 2. I am sorry to tell you that there should be reasons to complain about… 3. I really have to complain, but one thing is really disturbing now. 4. I am writing to you about…which I received/bought… 5. I am sorry to have to return with this letter…which I received/bought… 第二段：说明情况，讲清厉害，分析利弊； 1. When we checked…, we noticed… 2. When I unpacked…and tried to use it, it did not work. 3. In view of the inconvenience that it has caused, I feel you should… 4. I think its high time that you realized… 5. We know that you are not generally careless, but we should like your assurance that this will not. happen again. 6. I must warn you that unless you do something about the situation, I will be forced to take legal. action. 第三段：表达希望问题得到快速恰当解决的强烈愿望。 1. Please let me know what you intend to do in this matter. 2. I am returning…under separated post and look forward to receiving a full refund of… 3. Hope you will improve… 4. Frankly, I am not prepared to put up with the situation any more. 5. I would be very grateful if you could look into the matter as soon as possible. And I am looking. forward to an early reply. 6. I sincerely hope that such things will never take place again. 课中例析： 1.示例范文： 假如你叫李华，最近在某英文购物网站上购买了一双鞋子，但出现了一些问题。请给网站写一封投诉信，包括以下内容： 1.写信的目的； 2.投诉的内容； 3.要求：重新邮寄或退款； 4.询问：如寄回，谁承担寄费？ 申购情况 实际情况 颜色 黑色 白色 码数 9 8.5 到货日期 4月10日 4月20日 2. 遣词造句： (1)投诉…_________________________ (2)订购产品_______________________ (3)更糟糕的是_____________________ (4)延迟十天发货___________________ (5)鉴于上述原因___________________ (6)或者…或者…___________________ (7)全额退款_______________________ (8)支付邮费_______________________ (9)我写信来是为了投诉我最近在你们网站上买的一双球鞋。 __________________________________