Speaking Task 6: Dealing with a Difficult Situation

An arranged meeting at a set time.

“I made an appointment with my dentist.”

A situation in which something is late.

“The flight delay lasted over two hours.”

Often used: flight delay · long delay · cause a delay

Money paid for a service.

“There is a small fee to renew your card.”

Often used: application fee · waive a fee

Money returned for a faulty or returned item.

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

Often used: full refund · request a refund

A series of steps to do something.

“The application process takes six weeks.”

Often used: lengthy process · speed up the process

To reply or react.

“Please respond by Friday.”

Often used: respond quickly · respond to

A person who manages and watches over workers.

“Please report the issue to your supervisor.”

Often used: direct supervisor · immediate supervisor

To make something clearer or easier to understand.

“Could you clarify what you mean?”

Often used: clarify a point · clarify the situation

Thinking about other people's feelings.

“It was considerate of her to call ahead.”

Often used: considerate of · very considerate

A basic home service like water or power.

“Rent includes all utilities.”

Often used: utility bill · pay utilities

To wait.

“Hold on while I check the schedule.”

Often used: hold on a moment

To cancel.

“They called off the meeting.”

Often used: call off an event

To continue.

“Please carry on with your work.”

Often used: carry on working

To resolve or organize a problem.

“We need to sort out the schedule.”

Often used: sort out a problem · sort it out

To think of an idea or plan.

“She came up with a clever solution.”

Often used: come up with an idea · come up with a plan

deal with and respond to customer or staff dissatisfaction

“The manager was trained to handle complaints professionally and efficiently.”

deal with or respond to a problem directly

“The HR department acted quickly to address the issue of workplace harassment.”

prepare and write a formal document

“The finance team was asked to draw up a report on quarterly expenditures.”

mention worries or problems formally

“Several employees raised concerns about the new scheduling policy at the staff meeting.”

formally present a plan for consideration

“Our department submitted a proposal for expanding the customer service team.”

To watch carefully.

“Could you keep an eye on my bag?”

To make people feel relaxed in a social situation.

“A small joke helped break the ice.”