SpeakingCLB 7-9Approach 1 — Acknowledge then solve

Task 6 — Dealing With A Difficult Situation

CLB 9 upgrade

Show emotional intelligence (acknowledge feelings, then present solution).

Approach 1 — Acknowledge then solve Approach 2 — Calm the people first Approach 3 — Clear step-by-step plan

Prep 60s · Speak 60s

Acknowledge: Define the core problem.
Immediate action: First step + why speed matters.
Main solution: Approach + rationale.
Handling people: Communication style if others are involved.
Outcome: Desired resolution.

Sample Answers

Double-booked meeting room at work145 words

The core problem here is that two teams have booked the same meeting room at the same time, and both need it for important client calls. My immediate action would be to check the booking system straight away to see who reserved it first, because speed matters when clients are waiting. My main solution would be to keep the confirmed booking in that room and quickly move the second team to the nearest free space, or set them up in a quiet corner with a laptop for their call. If people are frustrated, I'd stay calm and polite, explaining the mix-up clearly rather than blaming anyone. Finally, to resolve it, I'd make sure both calls happen on time, and afterwards I'd suggest fixing the booking system so this doesn't repeat. The desired outcome is that both teams feel heard and neither client is kept waiting.

A delivery arrives damaged before an event139 words

The core issue is that supplies for tomorrow's event have arrived badly damaged, and there's very little time to fix it. My immediate action would be to photograph the damage and call the supplier right away, because the sooner I report it, the sooner they can help. My main solution would be to ask for an urgent replacement delivery first thing in the morning, and at the same time locate a backup local supplier in case they can't deliver in time. When speaking with the supplier, I'd stay firm but reasonable, since being aggressive rarely speeds things up. To keep everyone calm, I'd update my manager and the team so no one is caught off guard. The outcome I'm aiming for is having usable supplies ready before the event starts, so the day still runs smoothly despite the setback.

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