Module 5 Unit 5.1 Lesson 5 - Writing Apologies and Handling Problems

 

LESSON 5 (50 Minutes)

Topic: Writing Apologies and Handling Problems

Lesson Objectives

Students will:

• Apologize professionally in emails

• Handle customer problems diplomatically

• Improve tone management

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Lesson Flow

1. Warm-Up Discussion (5 minutes)

Questions

• Why are apology emails difficult?

• What makes an apology professional?

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2. Key Expressions Presentation (10 minutes)

Apologizing

• We sincerely apologize for…

• Please accept our apologies…

• We regret the delay.

Handling Problems

• We are currently investigating the issue.

• We are working to resolve the problem.

• Thank you for your patience.

Teacher Script

“Professional apologies should sound sincere, calm, and solution-focused.”

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3. Customer Complaint Response Activity (10 minutes)

Situations

• Delayed delivery

• Technical issue

• Billing mistake

Pair Role-Play

Student A = Customer Student B = Company representative

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4. Apology Email Workshop (10 minutes)

Activity

Students improve weak apology emails.

Teacher Script

“Please make the tone more professional and diplomatic.”

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5. Listening Practice (10 minutes)

Teacher Reading Script

“We sincerely apologize for the shipment delay caused by unexpected transportation problems. Our logistics team is currently working to resolve the issue, and we expect delivery by early next week.”

Questions

1. What problem occurred?

2. What caused the issue?

3. Which team is handling the problem?

4. When is delivery expected?

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6. Homework (5 minutes)

Assignment

Write a professional apology email for a delayed project.