Lesson Plan for Junior Secondary 3 - Business Studies - How To Make Complaints

### Lesson Plan: How to Make Complaints **Grade Level**: Junior Secondary 3 **Subject**: Business Studies **Duration**: 45 minutes --- #### **Lesson Objectives** By the end of this lesson, students will be able to: 1. Understand the importance of effective complaint-making in business settings. 2. Identify key elements that constitute a good complaint. 3. Demonstrate the ability to create a well-structured written complaint. --- #### **Materials Needed** - Whiteboard and markers - Copies of sample complaint letters - Notebooks and pens for students - Projector and laptop (optional for showing examples) - Handouts with key points and a template for writing complaints --- #### **Lesson Outline** **1. Introduction (5 minutes)** - **Warm-Up Activity**: Begin with a brief discussion on experiences when students had to make complaints, either in person or in writing. Ask a few students to share examples and discuss how they felt and how the situation was resolved. **2. Explanation of Key Concepts (10 minutes)** - **The Importance of Making Complaints**: Discuss why making complaints is an essential skill in the business world, including maintaining quality control, improving customer satisfaction, and protecting consumer rights. - **Elements of a Good Complaint**: Introduce the five key components: 1. **Clarity**: Be clear and concise about the issue. 2. **Politeness**: Maintain a polite and professional tone. 3. **Details**: Include specific details such as dates, times, and names. 4. **Evidence**: Provide any supporting evidence, like receipts or photographs. 5. **Expected Resolution**: Clearly state what resolution or action you expect. **3. Sample Complaint Analysis (10 minutes)** - Hand out copies of a well-written sample complaint letter and a poorly written one. - Divide the students into small groups and ask them to analyze each letter. What makes the good one effective? What issues are present in the poor one? - Discuss their observations and summarize the key points on the whiteboard. **4. Writing Exercise (15 minutes)** - Distribute a scenario where the students need to make a complaint (e.g., a defective product, poor service in a restaurant, etc.). - Provide a template or structure for their complaint letter. - Have students write their complaint letters individually or in pairs. **5. Review and Feedback (5 minutes)** - Ask a few volunteers to read their complaint letters aloud. - Provide constructive feedback, highlighting strengths and areas for improvement. - Encourage peer feedback from classmates. **6. Conclusion (5 minutes)** - Summarize the key points of the lesson. - Remind students of the importance of professionalism when making complaints. - Assign a homework task: Write a complaint about a fictional business scenario they have experienced before and will present in the next class for peer review. ### Assessment - Active participation in discussions and group activities. - Quality and structure of the written complaint letters. - Ability to provide and receive constructive feedback. --- ### Additional Resources - Examples of complaint letters from various sources. - Online tutorials and videos on making effective complaints. - Access to word-processing software for drafting and editing complaint letters. --- **Notes for the Teacher**: - Be sure to create an inclusive environment where all students feel comfortable sharing their experiences and opinions. - Adjust the difficulty level of the scenarios provided based on students’ abilities. - Provide additional support for students who may struggle with writing or structuring their complaints.