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Practice Task 7 — An online shopping problem

Task 6 · Dealing with a Difficult Situation — handle an awkward interpersonal situation with a choice of who to speak to

Speaking Task 6Dealing with a Difficult SituationSPK-T6-07Beginner
60s prepare · 60s speak

You have 60 seconds to prepare and 60 seconds to speak. You must choose one person to speak to. Explain the situation, apologise or explain politely, and suggest a solution.

Listen to the task prompt. Two fixed voices: a female examiner and a male situation narrator.

You ordered a product online and received the wrong item. Speak to customer service or to your family member who wanted it.

An online shopping problem.

Points to cover

  • • explain the order and the mistake
  • • ask for a replacement or refund
  • • give a clear deadline

You get 60 seconds to prepare, then 60 seconds to speak. Everything here works offline — no AI needed.

  1. 1. Explain the problem
  2. 2. Explain your immediate concern
  3. 3. Suggest a solution
  4. 4. Explain the consequences
  5. 5. Give an alternative
  6. 6. Conclude politely

Sentence template

Hi ___, I'm calling because ___. Unfortunately, ___, so ___. I'm really sorry about the inconvenience. What I'd suggest is ___. If that doesn't work, we could also ___. Please let me know what works best for you.