Lesson 12, Task 6: Dealing with a Difficult Situation

60 seconds to prepare · 60 seconds to speak

What this task asks you to do

You’re put in an awkward spot: you have to deliver bad news, break a promise, complain about something, or choose between two unappealing responses. Usually you’re leaving a message or speaking directly to someone affected.

This is the task where tone carries the most weight on the entire test.

The words can be perfect and the answer can still score poorly if you deliver bad news brightly and cheerfully. Raters hear the mismatch immediately.

How this task is scored

• Did you actually address the difficulty? Softening it so much that you never say the hard thing is a task-fulfillment failure.
• Did you offer something? An answer that presents a problem and no solution is incomplete.
• Does your voice match the content? This is the scored element students most often ignore.

The tone rule: lower and slower

Drop your volume slightly and slow down a little. Think of it as a serious, sincere voice: the way you’d genuinely sound telling a friend you’d broken something of theirs.

Two failure modes to avoid:

• Too bright: cheerful delivery of bad news sounds tone-deaf
• Too grovelling: endless apologizing wastes your 60 seconds and sounds weak

Aim for candid and warm. You’re being honest with someone you respect.

Then let your volume rise slightly on the positive part: the solution you’re offering. That contrast is what makes the delivery sound genuinely human.

The SOFTEN frame

The critical move: be candid early

Burying the bad news costs you. If you spend 25 seconds on pleasantries and context, you’ll be rushing the solution, which is the part that actually scores.

Signal in one sentence, then say it plainly in the next.

“Hey Priya, I’ve got some news you’re not going to love, and I’d rather tell you straight than dance around it. I’m not going to be able to make it to the dinner on Saturday.”

Model answer

Question: You borrowed your friend’s laptop and spilled coffee on it. Leave them a voicemail explaining what happened and what you’ll do about it.

“Hey Priya, it’s me. I’m afraid I’ve got some news you’re really not going to love, and I’d rather tell you straight than let you find out later.

I spilled coffee on your laptop this morning. I’m genuinely sorry, it was completely my fault. I had it on the desk next to my mug, I knocked the mug reaching for my phone, and it went across the keyboard before I could do anything about it.

Here’s where things stand. I’ve already taken it into the repair shop on Bank Street, and they’ve said they can look at it properly tomorrow. If it’s something straightforward like a keyboard replacement, I’ll cover the whole cost, obviously. And if it turns out to be more serious than that, then I’ll simply replace the laptop, I’m not going to let you be out of pocket for something I did.

I know how much you rely on it for work, and I feel awful about the timing. In the meantime, please take my spare one, I’ll drop it round this evening so you’re not stuck.

Give me a call when you get this. Again, I’m really sorry.”

Why this scores well

• Signals, then says it plainly within the first 15 seconds, no burying.
• Owns it without grovelling. One clear apology, repeated once at the end, not five times throughout.
• Offers two concrete options (repair covered, or full replacement) plus an immediate stopgap (the spare laptop). This is the highest-scoring section.
• Genuine empathy that names the specific impact, “how much you rely on it for work.”
• Complex structures: “If it turns out to be more serious than that, then I’ll simply…”
• Natural, informal-but-serious register throughout.

The same answer at Level 6, and how to fix it

“Hi Priya, how are you? I hope you are fine. I have a small problem. Sorry, I am very very sorry. I spilled coffee on your laptop. I am sorry. It was accident. I am really really sorry about this. I feel very bad. Sorry again. Please call me. Sorry.”

Rater’s diagnosis

Estimated level: 5–6.

The upgrade path

The pattern: signal, say it plainly, apologize once, then spend your remaining time on solutions: that’s where the marks are.

Grammar watch-list for this task

Conditionals carry the solution section, so they’re worth drilling:

Grade your own answer

• Signalled, then stated the bad news plainly within 15 seconds
• Apologized once properly, not repeatedly
• Offered at least one concrete solution (ideally two options)
• Offered an immediate stopgap or next step
• Acknowledged the specific impact on the other person
• Register matched the listener (friend vs. colleague vs. manager)
• Voice was lower and slower: serious, not cheerful
• At least one conditional sentence
• Zero fillers and no minimizing (“a small problem”)
• Finished between 55 and 58 seconds

8+ ticks = Level 9 territory. All 10 = you’re competing for 11–12.

Tone self-check: play back just the first 10 seconds with your eyes closed. Would a stranger be able to tell you were delivering bad news? If not, that’s your fix.

Plug-and-play template

Template A, bad news you caused (apology + fix)

“Hey [name], it’s me. I’m afraid I’ve got some news you’re really not going to love, and I’d rather tell you straight than let you find out later.

[State the bad news plainly in one sentence]. I’m genuinely sorry, it was completely my fault. [One or two lines on what happened].

Here’s where things stand. I’ve already [action you’ve taken]. If [scenario A], I’ll [solution A]. And if it turns out [scenario B], then I’ll [solution B]. I’m not going to let you be out of pocket for something I did.

I know [specific impact on them], and I feel awful about [the timing / the inconvenience]. In the meantime, [stopgap offer].

Give me a call when you get this. Again, I’m really sorry.”

Template B, bad news you’re only delivering (not your fault)

“Hi [name], I wanted to speak to you directly rather than let you hear this second-hand.

[State the news plainly]. I know that’s not what any of us were hoping for.

The background is [brief facts]. [One line of context].

That said, it’s not all bad. [Option / silver lining 1], and [option 2]. Personally, I’d lean towards [recommendation], because [reason].

I completely understand if this is frustrating, it’s a lot to take in. [Offer of support].

Let’s talk it through properly when you’ve had a chance to digest it.”

Template C, declining or canceling on someone

“Hey [name], I’ve got to be honest with you about [the commitment].

Unfortunately, I’m not going to be able to [what you promised]. [Brief honest reason]: and I know that leaves you in a difficult spot.

I really didn’t want to let you down, so I’ve [what you’ve done to help]. [Alternative offer].

I’m sorry to do this to you, especially at [timing]. Let me make it up to you, [concrete offer].

Give me a ring when you can.”

Matching register to the relationship

Read the question carefully, it always tells you who you’re talking to, and the register is part of task fulfillment.

Three more sample answers

Note how the register shifts between these three while the SOFTEN shape stays identical.

Sample 2, canceling on a friend’s move

Question: you agreed to help a close friend move house, but you now have to work.

“Hey Marcus, it’s me, and I’m afraid I’ve got news you’re going to hate. I can’t make Saturday. My manager’s put me on cover for someone who’s off sick, and I only found out an hour ago.

I feel genuinely terrible about this, because I know you planned the whole day around having an extra pair of hands.

So here’s what I’ve done already. I’ve called my brother, and he’s free from about eleven, he’s got a van as well, which is honestly more useful than me. And I can come straight over after my shift finishes at six to help with whatever’s left, even if that’s just carrying boxes upstairs.

If neither of those works, I’ll happily cover the cost of a couple of hours of proper removal help.

Give me a ring when you get this. Again, I’m really sorry to do this to you.”

Register: warm and personal. Contractions throughout, and a solution that costs the speaker something.

Sample 3, damage to a rented apartment

Question: you damaged a wall while hanging a shelf. Call your landlord.

“Good afternoon, Mr. Chen, it’s Sarah from apartment 4B. I wanted to call you directly about something rather than leave it until the inspection.

While I was putting up a shelf at the weekend, I damaged the plaster in the living room. It’s about the size of a dinner plate, and it was entirely my fault, I should have checked what was behind the wall and I didn’t.

I’ve taken some photographs and I’m happy to send them over today so you can see exactly what we’re dealing with.

As for putting it right, I’d suggest one of two things. Either I arrange for it to be repaired properly at my own cost, using someone you’d approve of, or you organize the repair and simply deduct it from my deposit, whichever you’d prefer.

I appreciate this isn’t ideal. Do let me know how you’d like to proceed.”

Register: professional and measured. Full name, no slang, “I’d suggest one of two things,” and a polite closing request.

Sample 4, declining to lend money

Question: a good friend has asked to borrow a significant amount and you’ve decided you can’t.

“Hi Amara. I’ve been thinking hard about what you asked me, and I want to be straight with you rather than leave you waiting.

I’m not going to be able to lend you the money. I’m sorry, I know that’s not what you were hoping to hear.

It isn’t about trusting you, honestly. It’s that our own situation is tighter than it probably looks from the outside, and lending something that size would put real strain on us. I’d rather tell you the truth than make an excuse.

That said, I don’t want to just leave you with a no. I’d genuinely like to help you look at the options, I’ve had to deal with something similar before, and there are a couple of routes worth considering. And if a much smaller amount would take the pressure off this month, that I can do.

Can we talk properly this week? I don’t want this to sit awkwardly between us.”

Register: honest and warm, but firm. Notice it says no clearly, gives a real reason, and still offers something.

Common mistakes

Your practice

Open one set on Celpora and put today’s lesson to work.

Practice Task 6: Difficult Situation. 60s prep · 60s speaking · AI feedback