Task 6: Dealing with a Difficult Situation
In Dealing with a Difficult Situation, you choose between two ways of responding to a dilemma and communicate your decision. You have 60 seconds to prepare and 60 to speak.
Work through each lesson and mark the module complete when you finish practising.
7.1 Analyze before choosing
Identify:
- The two alternatives offered by the prompt.
- Who you must address.
- The consequence of each decision.
- Which option you can explain more clearly.
There is no universally correct option. Follow the alternative you select and adapt your tone to the person.
7.2 Be direct and respectful
A diplomatic response can follow this sequence:
- Acknowledge the situation.
- Communicate your decision clearly.
- Explain one or two relevant reasons.
- Offer a solution when appropriate.
- Close in a way that fits the relationship.
Being direct is not automatically impolite. Problems arise when the message ignores the other person, fails to explain the decision, or uses an unsuitable tone.
7.3 Language for managing conflict
| Function | Expressions |
|---|---|
| Introduce | "I wanted to speak with you about..." |
| Acknowledge | "I understand that this puts you in a difficult position." |
| Communicate | "Unfortunately, I won't be able to..." |
| Explain | "The reason is that..." / "It turns out that..." |
| Propose | "One option might be to..." / "Would it help if...?" |
| Make amends | "I'd like to make it up to you by..." |
Would, could, and might are modal verbs. Unfortunately is an adverb introducing unfavourable information. To make it up to you proposes making amends; it does not replace an apology when one is needed.
7.4 Complete example
Prompt: Your coworker John asks you to cover his Friday shift, but you already have tickets for an anniversary concert with your wife. Choose either to cover the shift or keep your original plans. Explain your decision to John.
Hi John, I wanted to get back to you about the Friday shift. I'm sorry, but I won't be able to cover it this time. My wife and I bought tickets for an anniversary concert several months ago, and the event can't be moved to another date.
I understand that you still need someone, so I can help you contact the rest of the team this afternoon. I could also exchange my Tuesday shift with someone who is available on Friday, if that makes the schedule easier to arrange.
I hope one of those options helps. I know this isn't the answer you were hoping for, but I wanted to tell you as soon as possible so you would have time to make another plan.
What to notice: The decision appears early, the reason is sufficient, and the alternatives are realistic. The apology does not take up half the response.
Mini-test
Distinguish the functions
Which option includes an apology, a decision, and an alternative?
7.5 Speaking practice: Defend both options
Respond to John's prompt twice:
- Keep your plans and offer help.
- Agree to cover the shift and explain what condition you would need.
Prepare each response for 60 seconds and speak for up to 60.
- Did I follow exactly the option I chose?
- Was the decision clear before the end?
- Did I explain a relevant reason?
- Was the alternative realistic and appropriate?
Practise a difficult decision
Respond clearly while maintaining an appropriate tone.