Lesson 14 · Facilitator

Complaining Politely — notes

Quiz and tasks are built from the BBC Real Easy English transcript (Neil & Georgie). Video: youtube.com/watch?v=E3G-dsvZHGU.

Closed quiz items 11 auto-checked (items 1–11); open items 12–13 are tips only.
Neil’s arc Bad reviews after good ones → emailed for assurance → hates complaining → restaurant friend complaint story.
Georgie’s arc Embarrassed about complaining → late food box → called for a discount → waitress insight: polite > rude.
Open student view Teacher hub Lesson 13 notes
From the transcript

Episode beats (for verification)

  • Topic: complaining = saying something is wrong / you have a problem and want to tell someone; free worksheet on bbclearningenglish.com.
  • Neil’s booking: reviews good → then bad (dirty, broken); not stayed yet; emailed for assurance place would be clean and working; got a response but hated the process (doesn’t like complaining).
  • Feelings: Georgie also dislikes it—doesn’t want to make people feel bad; feels embarrassed even when entitled to complain; getting braver with age.
  • Georgie’s delivery: food box late two weeks → called customer service → asked for a discount on the next order; afterwards you can feel good if it works out.
  • Polite tips: be polite; don’t be personal; staff often not responsible for the mistake; respectful + know what you want.
  • Restaurant: friend (ex-waiter) complained loudly; others didn’t understand; waiter didn’t like it; Georgie’s waitress view: rude → less help; polite + real reason → try to fix.
  • Vocab recap: complain / complaint (make a complaint); discount; entitled to; reviews.
Language recap

From the end of the episode

  • complain (verb) — say something is wrong / not good enough.
  • make a complaint (noun pattern).
  • discount — you don’t pay the full price.
  • entitled to — something you should get if you paid for it.
  • reviews — what people write about a place.
Spanish L1

Watch for

  • I have a complain → I have a complaint / I want to complain
  • I am agree → I agree
  • Sounding too direct when asking for money / a discount—coach soft openers
Quiz keys

Closed items (1–11)

  1. B — complaining
  2. A — reviews good then bad
  3. C — emailed; not been yet; asked for assurance
  4. B — doesn’t like complaining
  5. A — late deliveries; asked for a discount
  6. C — polite, not personal, know what you want
  7. B — loud restaurant complaint that embarrassed others
  8. A — polite + reason gets more help
  9. B — make a complaint
  10. A — entitled to = should get it
  11. discount
  12. Open — feelings about complaining (12)
  13. Open — personal complaint story (13)
Classroom shortcut

If you project the page

  1. Warm-up: Do you hate complaining? (3 min)
  2. Play once → Q1–4 (gist + Neil)
  3. Play again → Q5–11 (Georgie + tips + language)
  4. Open items + Check answers
  5. Homework: Task 3 polite complaint email

Lesson 14 facilitator pack — aligned to BBC transcript (E3G-dsvZHGU).