Understanding Task 6
Task 6 presents a challenging, real-life scenario where something has gone wrong or a difficult interaction needs to be handled. You might be calling a store about a wrong order, speaking to a landlord about an urgent repair, addressing a service provider about a billing error, or dealing with a workplace miscommunication. You have 30 seconds to prepare and 60 seconds to speak. Your response should be delivered as if you are speaking directly to the person in the scenario — on the phone, in person, or leaving a voice message.
Task 6 tests a specific communicative competency: the ability to address a problem clearly and directly while maintaining a polite, professional, and calm tone. This is a balance that many candidates struggle with — being too passive (too vague about the problem or too apologetic) or too aggressive (too demanding or accusatory). High-scoring Task 6 responses are calm, clear, specific, and solution-oriented.
The SOLVE Planning Frame
The SOLVE frame gives you a five-part structure for Task 6 that ensures you cover all components of a complete, effective difficult-situation response.
S — State the situation clearly (8–10 seconds): Identify yourself if relevant, explain who you are and the context of the call or conversation. Get to the point quickly — do not over-apologize for calling or spend too much time on pleasantries.
O — Outline the problem specifically (12–15 seconds): Describe the problem with specific details: what happened, when, and what the impact is. Specificity is critical for Task Fulfillment — saying "there is a problem with my order" is less effective than "I received the wrong item in my order from Tuesday, and I need it corrected before my event on Friday."
L — Link to the impact (8–10 seconds): Briefly explain why this matters — what the consequence of the problem is for you. This gives the listener (and the rater) context for why this situation needs to be addressed promptly.
V — Voice your request clearly (10–12 seconds): State exactly what you want done. Use polite but direct language. Vague requests like "I hope this can be sorted out" score lower than specific requests like "I would like a replacement sent out today, or a full refund if that is not possible."
E — End constructively (5–8 seconds): Close the conversation on a cooperative, forward-looking note. Indicate your availability, express confidence that the issue can be resolved, and thank them for their attention.
Tone Calibration for Task 6
The correct tone for Task 6 is calm, polite, direct, and solution-oriented. It is not apologetic or passive (which sounds weak and lacks Task Fulfillment), and it is not aggressive or accusatory (which sounds unprofessional and hurts Listenability).
Polite but Direct Language
Instead of: "I am really sorry to bother you, but maybe there is a problem..." → Use: "I am calling to address an issue that needs your attention."
Instead of: "You people sent me the wrong thing and this is unacceptable!" → Use: "I received the incorrect item, and I need to have this corrected as soon as possible."
Instead of: "I hope someone can maybe look into this at some point." → Use: "I would appreciate a response by end of day, as this is affecting my plans."
Phrase Bank for Task 6
State the Situation
"Hello, my name is [name] and I am calling about [issue]."
"I wanted to reach out because there seems to be an issue with [topic] that I need to address."
"I am contacting you regarding [situation] that occurred on [date/time]."
Outline the Problem
"Specifically, what happened was [clear, specific description of the problem]."
"On [day/time], I [action], and instead of [expected outcome], I received/experienced [actual outcome]."
"The issue is that [specific problem]. This is different from what was [agreed / stated / expected]."
Link to Impact
"This is causing [inconvenience / financial loss / delay] because [brief reason]."
"This matters because [consequence of the problem]."
"As a result of this, I am [situation — unable to / facing / dealing with]."
Voice Your Request
"What I would like is [specific, clear request]."
"I am requesting that [specific action] be taken as soon as possible."
"I would appreciate it if you could [specific action] by [timeline]."
"If that is not possible, I would like [alternative resolution]."
End Constructively
"I am confident that this can be resolved quickly, and I appreciate your help."
"Please feel free to reach me at [contact method] if you need any further details."
"Thank you for your time — I look forward to hearing back from you."
Worked Example: Complete Task 6 Response
Prompt: "You ordered a piece of furniture online three weeks ago. It has not arrived, and you need it before a family gathering this weekend. Call the company and deal with this situation."
Response: "Hello, my name is [name] and I am calling about an order I placed approximately three weeks ago that still has not arrived. My order number is [number]. What I was told at the time of purchase was that delivery would take seven to ten business days — it has now been nearly three weeks and I have received no updates and no delivery. This is quite urgent for me because I have a family gathering this weekend and this furniture is specifically needed for that event. So the timeline really matters. What I would like is for someone to urgently look into the status of my order and let me know today whether it will arrive before Saturday. If the delivery cannot be guaranteed by Friday evening at the latest, I would like to discuss either an urgent express shipment at no additional cost to me, or a full refund so that I can arrange an alternative. I want to resolve this as quickly as possible and I do appreciate your help in sorting this out. Please reach me at [phone number]. Thank you."
Key Takeaways from Lesson 11
Task 6 requires you to address a problem directly, politely, and with a specific resolution request.
Use the SOLVE frame: State situation → Outline problem specifically → Link to impact → Voice request clearly → End constructively.
Be specific about the problem — include dates, quantities, and what was expected versus what actually happened.
Always state a specific, clear request — not a vague hope for resolution.
Maintain a calm, polite, professional tone throughout — not apologetic, not aggressive.
If the primary request cannot be met, offer or ask for an alternative resolution. This shows practical problem-solving language.