1. Explain to the class you might find you need to make a complaint. Ask students to call out five reasons why people might complain to a business. Record student responses on the white/blackboard. They may mention some of the following:
2. Ask students ‘What would you do if you had a complaint?’. Record student feedback on the white/blackboard.
3. Divide the class into small groups.
Note: There are 3 role play scenarios so depending on numbers you may need to give the same role play to more than one group.
5. Invite each group to allocate the following roles to four members of their group: shop manager, shop assistant, person complaining, and friend/family member accompanying person complaining. If there are more than four people in any group the remaining people could take on tasks such as: director, script writer, time-keeper, etc.
6. Invite each group to prepare and then perform a short role play based on their scenario for the rest of the class.
7. At the end of each role play ask the class to consider the following question:
Did the characters in the role play take the correct steps for making a complaint? If yes, give examples. If no, why do you think this was the case?
What do you think happens next?
Note: If more than one group has the same role play scenario then you may wish to ask each of these groups to perform their role play and then pose the questions in Step 7 to all of the groups at the same time.
Note: Depending on your class you may wish to share the information provided in relation to each role play scenario in Teacher resource sheet: Role play scenarios.
8. Explain that the steps for making a complaint need to be considered on a case-by-case basis but there are strategies which often work.
Key points when complaining:
- Know your rights
- Stand up for these rights – but don’t be aggressive
- Stay calm and polite, even if angry
- Keep notes/documentation of your complaint
9. Conclude by sharing information from Teacher resource sheet: Making a complaint.
