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LevelB1–B2Time30 minutesLesson typeWriting PracticeTopic FamilyTF20 · Customer Service, Requests & Complaints

Your goal

Write a specific apology that owns the problem, explains the repair and rebuilds confidence.

Why this lesson / ทำไมต้องเรียนบทนี้

Reader and purpose guide the model analysis, drafting, checking and independent rewrite.

เขียนคำขอโทษที่เจาะจง รับผิดชอบปัญหา อธิบายการแก้ไข และสร้างความมั่นใจกลับคืน ผู้อ่านและวัตถุประสงค์เป็นตัวกำหนดการวิเคราะห์ตัวอย่าง การร่าง การตรวจ และการเขียนใหม่ด้วยตนเอง

Progress Focus · how the final task is assessed
COM · Reader outcomeMakes the purpose and requested action clear to the reader.0 not yet · 1 with support · 2 independently
ORG · OrganisationOrders information so the reader can act quickly.0 not yet · 1 with support · 2 independently
FP · Independent writingProduces and improves an original message.0 not yet · 1 with support · 2 independently
Lesson structure · 30-minute route
3 minDefine reader and purpose4 minStudy a useful model5 minCollect precise language5 minPlan from keywords8 minDraft and test with a reader5 minFinal writing task

For maximum benefit, unfinished personal examples may be completed after class. The core lesson still ends with an independent performance.

TEACHER Teacher Lesson Plan · Read before class
  1. Set the listener, purpose and final outcome.
  2. Use the model for noticing, not line-by-line reading.
  3. Let the learner select and personalise useful language.
  4. Run supported practice, then remove the support.
  5. Delay feedback until the message is complete.
  6. Score the final task, give one improvement point and require a focused retry.
1

Define reader and purpose

A customer experienced a preventable delay. Avoid vague apologies, excuses and promises you cannot prove.

Learner does: explain the listener, purpose and successful outcome in your own words.
Teacher Help · Stage 1
Ask the learner to state the listener, purpose and successful outcome in plain English. Move on only when the task is clear.
2

Study a useful model

Subject: Update and recovery plan for order 4762
I am sorry that we missed the confirmed delivery window and did not update you earlier. We have arranged priority delivery for tomorrow before noon, and I will send the tracking reference by 4 p.m. today. We are also adding an escalation alert for delayed orders so this communication gap does not happen again.
Learner does: identify the job of each part of the model before borrowing any language.
Teacher Help · Stage 2
Use the model once for meaning. Ask what each part achieves; do not turn the model into a long read-aloud exercise.
3

Collect precise language

Own it
  • I am sorry that we…
  • We should have…
Repair
  • We have arranged…
  • I will confirm… by…
Prevent
  • We are changing… so that…
  • To prevent a repeat, we will…
Learner does: explain the meaning of each group and create one true workplace example from every row.
Teacher Help · Stage 3
Check meaning and appropriacy before correcting form. Keep only language the learner can explain and personalise.
4

Plan from keywords

Learner does: Repair a missed deadline.

Use keywords only. Change names, figures, reasons and actions so the message is yours.

Teacher Help · Stage 4
Limit the plan to reader, purpose and five to seven keywords. The learner should draft from the plan, not copy the model.
5

Draft and test with a reader

  1. Apologise for incorrect information.
  2. Remove excuses and keep only facts the company can deliver.

Retry rule: after feedback, repeat the weakest part with one changed condition.

Teacher Help · Stage 5
Read as the intended reader and identify any unclear purpose, action or deadline. The learner decides and makes the revision.
6

Final writing task · independent rewrite

Write a 100–130 word apology with a dated repair and one credible prevention step.

Success: complete the task independently and make the listener’s next action or understanding clear.

Teacher Help · Final assessment
Do not supply wording during the final task. Score the three Progress Focus areas, give one precise improvement point and run a shorter retry.

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