Listening Part 1: Problem Solving

A new item given or used in place of one that is broken, lost, or not working.

“The company sent a replacement within two business days.”

“He requested a replacement for the damaged package.”

Often used: send a replacement · request a replacement · free replacement

CELPIP tip: When a speaker offers a 'replacement,' this is usually the proposed solution — note whether it comes with conditions such as returning the original item.

To confirm that you have received something or that you are aware of a situation.

“Please acknowledge receipt of this email by replying at your earliest convenience.”

“The manager acknowledged the complaint and promised to investigate the issue.”

Often used: acknowledge receipt · acknowledge a complaint · acknowledge an email

CELPIP tip: In CELPIP Reading Part 1, 'acknowledge' often appears in business emails; it signals the sender is confirming they received or understood something — watch for it in the opening line.

An arranged meeting at a set time.

“I made an appointment with my dentist.”

CELPIP tip: Neutral; collocate with 'book/reschedule an appointment.' Essential phrasing for health-related email tasks.

A piece of electronic equipment.

“Most people own several smart devices.”

Often used: mobile device · smart device

CELPIP tip: Neutral; use 'electronic device' or 'the device is malfunctioning' to sound specific and professional.

Trouble or difficulty caused to someone, often mentioned in apology letters.

“We apologize for any inconvenience this delay may have caused.”

“The road closure caused great inconvenience to local residents.”

Often used: cause inconvenience · apologize for the inconvenience · any inconvenience

CELPIP tip: The phrase 'we apologize for any inconvenience' is a strong clue that the email is an apology or service-problem notice — identifying this helps you answer tone and purpose questions.

To charge someone more money than the correct or agreed-upon price.

“She noticed she had been overcharged for the hotel room.”

“The store admitted they had overcharged him and issued a credit.”

Often used: accidentally overcharge · overcharge a customer · dispute an overcharge

CELPIP tip: Overcharging is a common problem in CELPIP dialogues — identify it as the core issue and listen for whether the solution involves a refund, credit, or correction.

Money returned for a faulty or returned item.

“I requested a full refund for the damaged item.”

Often used: full refund · request a refund

CELPIP tip: Essential for complaint emails; use 'request a full refund' to sound assertive and natural in Writing Task 1.

To find a solution to a problem or disagreement so that it is no longer an issue.

“We need to resolve this billing error before the end of the month.”

“The technician was able to resolve the issue within an hour.”

Often used: resolve an issue · resolve a conflict · resolve a dispute

CELPIP tip: In Listening Part 1, speakers often say 'let's resolve this' to signal a shift from describing a problem to offering a solution — listen for this as a cue.

To formally send or hand in a document, request, or form for review or approval.

“You need to submit your complaint in writing to get a refund.”

“She submitted the repair request online the same day.”

Often used: submit a form · submit a complaint · submit a request

CELPIP tip: When a speaker says 'submit,' they are usually describing the specific action needed to move a problem forward — pay attention to what document or request must be submitted.

A failure of a machine, system, or device to work correctly.

“The malfunction in the elevator was reported to maintenance.”

“A software malfunction caused all the data to disappear.”

Often used: report a malfunction · technical malfunction · malfunction occurs

CELPIP tip: Malfunction signals the cause of the problem in a technical or equipment-related dialogue — identifying it early helps you predict what solution the speaker will suggest.

Not yet paid, resolved, or completed, especially referring to bills or tasks.

“There is an outstanding balance on your account that needs to be paid.”

“The outstanding issues were addressed at the next meeting.”

Often used: outstanding balance · outstanding payment · outstanding issue

CELPIP tip: When you hear 'outstanding' in a financial or service context, it identifies the problem — an unpaid or unresolved item — not a compliment.

To give someone money or something of value to make up for a loss, problem, or inconvenience.

“The airline offered to compensate passengers with travel vouchers.”

“The company agreed to compensate her for the damaged goods.”

Often used: compensate for losses · compensate a customer · fairly compensate

CELPIP tip: In problem-solving dialogues, 'compensate' introduces the resolution — focus on what is being offered and whether the affected person accepts it.

to increase rapidly in intensity, size, or seriousness.

“Without intervention, the conflict shown in the image is likely to escalate quickly.”

“The small fire could escalate into a major emergency if not controlled.”

Often used: escalate quickly · escalate into a crisis · continue to escalate

CELPIP tip: Using 'escalate' when predicting a worsening situation shows advanced vocabulary — it scores well at CLB 9 and above in Task 4.

An official document allowing something.

“You need a permit to build a fence.”

Often used: work permit · apply for a permit

CELPIP tip: As a noun: 'work permit,' 'building permit'; common in problem-solving emails—more specific than 'permission.'

To find and fix problems in a system.

“The technician helped me troubleshoot the issue.”

CELPIP tip: Formal-neutral; use when giving tech advice — 'troubleshoot the issue' scores higher than 'fix the problem.'

A temporary or indirect method used to solve a problem when the main solution is not available.

“Until the software is fixed, the IT team suggested a workaround.”

“She found a workaround so she could still access her account.”

Often used: find a workaround · use a workaround · suggest a workaround

CELPIP tip: A workaround is a clue that the speaker is offering an imperfect but practical solution — expect follow-up details explaining what steps to take.

To avoid or go around a normal process, system, or obstacle in order to achieve a goal more directly.

“He suggested bypassing the regular process and contacting the director directly.”

“You can bypass the login issue by resetting your credentials.”

Often used: bypass the system · bypass the process · bypass a restriction

CELPIP tip: When a speaker proposes to 'bypass' something, they are offering an unconventional solution — this is a higher-level vocabulary cue that the standard approach has failed.

A specific section or condition written into a contract, agreement, or legal document.

“There is a clause in the lease that covers repairs to appliances.”

“She pointed out the cancellation clause before signing the contract.”

Often used: cancellation clause · clause in a contract · penalty clause

CELPIP tip: In higher-level problem-solving dialogues, a 'clause' is often the reason why one party cannot get what they want — it defines the limits of a solution.

Allowed or qualified for something.

“You are eligible for the grant after one year.”

Often used: eligible for · eligible to apply

CELPIP tip: Use 'eligible for' (not 'eligible to receive') in emails; signals formal awareness of rules and qualifications.

Urgent and requiring immediate attention or action.

“This is a pressing matter that needs to be resolved today.”

“The pressing issue was finding alternative accommodation for the family.”

Often used: pressing issue · pressing concern · pressing matter

CELPIP tip: When a speaker calls something 'pressing,' it signals that time is a key factor — the solution must be proposed and acted on quickly, which often affects the answer choices.

To take action in order to handle a problem, task, or difficult situation.

“You need to deal with the water leak before it gets worse.”

“Let me deal with this complaint personally.”

Often used: deal with a problem · deal with a complaint · deal with the situation

CELPIP tip: This phrase is extremely common in Listening Part 1 — it often introduces the person responsible for fixing the problem and what they plan to do.

To understand or solve something after thinking.

“It took me a while to figure out the new system.”

Often used: figure out a problem · figure out how

CELPIP tip: Informal but fluent-sounding; use when narrating how you solved a problem—shows natural spoken English.

To contact someone again after a previous communication to check on progress or get more information.

“I am writing to follow up on my application submitted two weeks ago.”

“She promised to follow up with the landlord about the broken heating.”

Often used: follow up on an application · follow up with someone · follow-up email

CELPIP tip: Emails that open with 'I am writing to follow up' tell you this is a second or later message in a chain — the purpose is to get a response or update, a common CELPIP question type.

To delay doing something or to wait before taking action.

“I'd hold off on buying a new phone until the warranty is sorted out.”

“She decided to hold off on making a complaint until she had all the facts.”

Often used: hold off on a decision · hold off for now · hold off until

CELPIP tip: This phrase indicates cautious advice — the speaker is suggesting the listener not act yet, which is a common interim solution in problem-solving conversations.

To choose one option from several available alternatives.

“She decided to opt for the extended plan instead of the basic one.”

“You can opt for a full refund or a store credit.”

Often used: opt for a plan · opt for a refund · opt for delivery

CELPIP tip: When a speaker says 'opt for,' they are presenting a solution with choices — listen carefully to all the options being offered before selecting the best answer.

To resolve or organize a problem.

“We need to sort out the schedule.”

Often used: sort out a problem · sort it out

CELPIP tip: Informal but effective in complaint emails; swap for 'resolve' in formal writing tasks.

To contact someone, especially to communicate information or ask for help.

“You should get in touch with customer support right away.”

“He promised to get in touch once he had more information.”

Often used: get in touch with support · get in touch by email · get in touch soon

CELPIP tip: This phrase often introduces the recommended action in a solution — when you hear it, note who the speaker wants the listener to contact and why.

Temporarily stopped or paused, either referring to a phone wait or a delayed action.

“The order has been put on hold until the payment issue is cleared.”

“She was on hold for twenty minutes before speaking to a representative.”

Often used: put on hold · placed on hold · remain on hold

CELPIP tip: In service-related dialogues, 'on hold' can describe both the problem (a delayed transaction) and the process — listen carefully to distinguish the two uses.