by Present a beat up, ripped box to the class and open it up to reveal a broken item. Create a scenario for students about the item arriving broken after shipping and have them write a letter to complain about the condition of the product when it arrived. Provide students with a list of words that convey a negative tone, such as agitated, frustrated or displeased, to help them convey the proper tone in their letters. Explain that, while they may be angry, it is important to focus on explaining the problem with the product and asking for it to be corrected rather than filling the letter with inappropriate language and threats.
