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en educación primaria. International Journal of Educational Research and Innovation (IJERI), 4, 70-89.

Abstract:

In this article we report on a case study carried out with a group of 30 EFL students in the Degree of Tourism at the University Complutense of Madrid1. Amongst the competences these students have to acquire in English, dealing with customers’ complaints plays a crucial role. Students need not only to be aware of the main structures that identify complaints in English but also of the pragmatically appropriate way of giving a satisfactory solution to such complaints. Given the importance of this speech act, students were provided with a power point presentation containing an audio recorded by the instructors along with the main aspects (both linguistic and pragmatic) characterising complaints in English. Following a flipped classroom approach, students were thus expected to listen to the recording in their own out-of-class time, as many times as they needed, before carrying out the second part of the activity: responding and recording their own complaints in the classroom using Voxopop programme.