Overview

Speaking - Part 6: Dealing with a Difficult Situation is one of the tasks in the CELPIP Speaking Test where you are asked to handle a challenging scenario. You must explain a decision or action to a friend, family member, acquaintance, or customer. This task assesses your ability to handle conflict, make decisions under pressure, and communicate effectively and empathetically.

Structure

• Time to Prepare: 60 seconds
• Speaking Time: 60 seconds
• Task Type: Scenario-based response

What to Expect

• Context: You will be presented with a difficult situation where you need to explain a decision or action to someone. The situation might involve conflict, a problem that needs solving, or a decision that may not be well received.
• Task: Your task is to clearly outline the situation, explain your decision, and provide reasons to support your choice. You need to be considerate but also firm in your explanation.

Key Strategies

1. Understand the Situation Quickly

• Use the 60 seconds of preparation time to fully grasp the scenario. Identify the main problem or conflict, the person you are speaking to, and the decision you need to explain.

2. Speak Directly to the Person

• Imagine you are speaking directly to the person involved. Use a respectful and considerate tone, especially if the situation is sensitive or the decision might be unpopular.

3. Be Considerate but Firm

• While it's important to be empathetic, you must also be clear and firm in explaining your decision. Avoid being too apologetic or uncertain, as this can weaken your position.

4. Outline the Problem Clearly

• Start by briefly outlining the situation or problem. Make sure the person understands why the decision was necessary.

5. Explain Your Decision

• Clearly explain the decision you made. Provide logical reasons for your decision and how it addresses the problem. Ensure your reasoning is easy to follow.

6. Provide Effective Reasons

• Support your decision with 2-3 solid reasons. These could include company policy, past experiences, the greater good, or the best interest of the person involved. Make sure these reasons are relevant and directly connected to the situation.

7. Manage Your Time Wisely

• With only 60 seconds to speak, it's important to be concise. Spend about 10-15 seconds on the introduction, 30-40 seconds on explaining your decision and supporting reasons, and 5-10 seconds on a brief conclusion or reassurance.

Common Pitfalls

• Being Too Apologetic: While it’s important to show understanding, being overly apologetic can undermine your authority and the validity of your decision.
• Lack of Clarity: Ensure that your explanation is clear and easy to follow. Avoid using overly complex language or jargon that might confuse the listener.
• Ignoring the Other Person’s Perspective: Acknowledge the other person’s feelings or perspective, but do so while reinforcing the necessity of your decision.

Sample Strategy

Example Scenario:

"You are a manager at a store, and a customer is upset because a product they bought broke after one use. Company policy states that refunds are only given for faulty items returned within seven days, but the customer is requesting a refund after ten days."

Example Response Outline:

1. Introduction: "Hello, I understand that you’re upset about the product breaking after just one use."
2. Explanation: "Unfortunately, our company policy only allows refunds for items returned within seven days."
3. Supporting Reasons:
   • "This policy is in place to ensure that we can quickly identify and resolve any issues with faulty products."
   • "It helps us maintain fairness for all customers who purchase items from our store."
   • "Although it’s been ten days, I can offer you a store credit as a gesture of goodwill."
4. Conclusion: "I hope you understand our position, and I’m here to help you find a suitable replacement product."

Final Advice

To excel in Speaking - Part 6: Dealing with a Difficult Situation, practice handling a variety of challenging scenarios. Focus on being clear, firm, and empathetic in your responses. Regular practice will help you develop the confidence to handle these situations effectively during the exam.