ABSTRACT
This chapter describes the planning, assessment, and instructional activities for the written genre of complaint. It starts by giving model texts for complaints in different situations as examples to be used throughout the chapter. Then, guided by the three steps for the genre-based backward design for planning the written genre of complaint, (1) the instructional goals are articulated in the Can-Do Statements and in the essential features of the genre, (2) the assessment criteria that are informed by the organizational and language features of the genre are outlined, and (3) the instructional activities based on the teaching/learning cycle are described.
