What You'll Learn
- Understand Task 6 format and scoring criteria
- Apply the 4-step template for conflict resolution responses
- Use diplomatic language to balance empathy with assertiveness
- Control tone to sound calm, constructive, and professional
- Deliver structured 60-second responses under pressure
At a Glance
- Prep Time: 60 seconds
- Response Time: 60 seconds
- Focus: Problem-solving & diplomacy
- CLB Target: 7-9 for coherence & tone
Task 6 tests your ability to handle conflict or a difficult situation diplomatically. You’ll be given a scenario with a problem: a disagreement with a neighbour, a workplace issue, or a service complaint, and you must propose a constructive solution while maintaining a calm, respectful tone.
Examiners evaluate how well you express empathy, propose practical solutions, and manage your tone. Strong responses demonstrate emotional intelligence and clear communication under pressure.
The Task 6 Format
You’ll see a situation on screen describing a problem or conflict, along with a choice of two people you can talk to. You must pick one. Read the scenario carefully during your 60 seconds of preparation, decide who to address, and then record your 60-second response.
Common scenario types include:
- Neighbourhood conflicts: Noise complaints, shared space disputes, parking issues
- Workplace problems: Schedule conflicts, miscommunication with colleagues, project disagreements
- Service complaints: Poor customer service, billing errors, product defects
- Social situations: Cancelling plans, addressing a friend’s behaviour, resolving misunderstandings
The situation will always give you a choice of who to talk to and require you to address that person directly and propose a solution.
Your response should sound like a real conversation, not a formal speech. Imagine you’re speaking face-to-face with the person involved.
The 4-Step Response Template
Use this structure to organize your 60 seconds:
1. Acknowledge the Problem (10-15 seconds)
Start by recognizing the issue clearly. Show you understand the situation and its impact.
Starter phrases:
- “I realize there’s been a problem with…”
- “I understand that [issue] has caused some frustration…”
- “I wanted to talk to you about [situation]…“
2. Express Understanding or Empathy (10-15 seconds)
Validate the other person’s perspective or feelings. This builds rapport and shows emotional intelligence.
Diplomatic language:
- “I can see how this would be frustrating for you…”
- “I understand your concern about…”
- “I appreciate that this situation isn’t ideal…“
3. Propose a Solution (20-25 seconds)
Offer a specific, practical fix. Be collaborative: use “we” language and suggest options rather than demands.
Solution phrases:
- “Let me suggest we…”
- “Would it help if I…”
- “Perhaps we could…”
- “One option might be to…“
4. Offer to Follow Up (10-15 seconds)
Close by inviting further discussion or confirming next steps. This shows commitment to resolving the issue.
Closing lines:
- “Does that sound reasonable to you?”
- “Let me know if that works, or if you’d prefer another approach.”
- “I’m happy to discuss this further if needed.”
Balance Empathy with Assertiveness
Don’t apologize excessively or sound passive. Acknowledge the issue, but propose solutions confidently. Say “I understand your concern, let’s work together to fix this” rather than “I’m so sorry, I’ll do whatever you want.”
Diplomatic Language Toolkit
Your word choice signals professionalism and respect. Avoid aggressive or defensive phrasing.
Constructive openers:
- “I’d like to discuss…”
- “I wanted to address…”
- “Can we talk about…”
Collaborative proposals:
- “How about we…”
- “Maybe we could…”
- “It might work if we…”
Softening phrases:
- “I appreciate your patience with this…”
- “I realize this isn’t convenient, but…”
- “I know this is a bit last-minute, but…”
Avoid Sounding Defensive
Don’t say “It’s not my fault” or “You’re overreacting.” Even if the other person is unreasonable in the scenario, stay calm and solution-focused. Phrases like “I see where you’re coming from” defuse tension better than blame.
Tone Control: Sound Calm and Constructive
Your tone matters as much as your words. Examiners listen for:
- Calmness: Speak at a steady pace. Don’t rush or sound flustered.
- Friendliness: Use a warm, approachable tone, not cold or robotic.
- Confidence: Propose solutions clearly. Avoid hedging (“um, maybe, I guess…”).
Practice reading your response aloud with a “helpful neighbour” tone. Imagine you’re solving a problem with someone you respect.
Tone Do's
- Speak at a conversational pace (not too fast)
- Use polite intonation, avoid sounding annoyed
- Pause briefly between the 4 steps for clarity
- End on a positive, collaborative note
Sample Task with Model Response
Practice Task 6: Neighbour Noise Complaint
Scenario: Your neighbour has been playing loud music late at night for the past week. It’s 11 PM most nights, and it’s keeping you awake.
Choose ONE:
EITHER speak to your neighbour about the noise issue and propose a solution.
OR speak to your building manager and ask them to address the situation.
Your task: Choose one person and speak to them about the problem. Explain the situation and propose a solution. You have 60 seconds to prepare and 60 seconds to respond.
Show model response →
Model Response (58 seconds):
“Hi there, I wanted to talk to you about something that’s been on my mind. I’ve noticed the music has been quite loud late at night, especially after 11 PM, and it’s been making it hard for me to sleep during the week.
I completely understand that you like to unwind with music, and I’m not trying to spoil that. But I do have to get up early for work, and the noise has been affecting my rest.
Would it be possible to keep the volume down after 10 or 10:30 PM on weeknights? Or maybe you could use headphones if you’re listening late? I think that would really help me out without disrupting your routine too much.
Let me know if that works for you, or if there’s another solution you’d prefer. I really appreciate you taking the time to hear me out. Thanks so much.”
Why this works:
- ✅ Acknowledges the problem clearly without accusation
- ✅ Shows empathy (“I understand you like to unwind”)
- ✅ Proposes two specific solutions (volume down or headphones)
- ✅ Invites collaboration (“Let me know if that works”)
- ✅ Maintains a friendly, calm tone throughout
Practice Task 6: Coworker Taking Credit
Scenario: You spent two weeks preparing a market analysis report. During yesterday’s team meeting, your coworker Alex presented the findings as their own. Your manager congratulated Alex publicly. You have emails proving you did the research.
Choose ONE:
EITHER speak to Alex directly and ask them to correct the situation.
OR speak to your manager and explain what happened.
Your task: Choose one person and speak to them about the problem. Explain the situation and propose a solution. You have 60 seconds to prepare and 60 seconds to respond.
Show model response →
Model Response (59 seconds):
“Hey Alex, do you have a minute? I wanted to talk to you about yesterday’s meeting. When you presented the market analysis, I noticed you didn’t mention that I was the one who put that research together. I spent two full weeks on that report, and hearing our manager congratulate you for it was honestly really disappointing.
I understand that maybe it wasn’t intentional. Things move fast at work, and presentations can get stressful. I’m not trying to create a conflict between us, because I value working with you.
But I do think this needs to be corrected. What I’d like is for you to send a quick email to our manager clarifying that I led the research and you handled the presentation. That way, the record is straight and we can both get proper credit for our contributions. I have all the original emails and drafts if that helps.
Can we agree on that? I’d really rather sort this out between us than escalate it. Let me know what you think.”
Why this works:
- Names the problem directly without aggression (“I noticed you didn’t mention”)
- Shows empathy by giving the benefit of the doubt (“maybe it wasn’t intentional”)
- Proposes a specific, reasonable solution (clarifying email to manager)
- Mentions evidence calmly without threatening (“I have the original emails”)
- Keeps a collaborative tone while being firm about needing correction
Practice Task 6: Scheduling Conflict at Work
Scenario: Your manager announced that all team members must attend a training session this Saturday from 10 AM to 4 PM. However, your child’s school concert is on Saturday at 2 PM, and you’ve already promised to be there. Other parents are volunteering, and your child has a solo performance.
Choose ONE:
EITHER speak to your manager and ask for an alternative arrangement.
OR speak to a coworker and ask them to share their notes so you can leave the training early.
Your task: Choose one person and speak to them about the problem. Explain the situation and propose a solution. You have 60 seconds to prepare and 60 seconds to respond.
Show model response →
Model Response (58 seconds):
“Hi, I appreciate you organizing this training session. I know it’s important for the team, and I’m genuinely looking forward to the content. However, I have a conflict I was hoping we could work around.
My daughter has a school concert this Saturday at 2 PM, and she has a solo performance. I promised her weeks ago that I’d be there, and as a parent, that’s a commitment I really need to keep. I hope you understand how much that means to her and to me.
Here’s what I’m thinking: I could attend the morning portion of the training from 10 AM until 1:30 PM, which covers most of the session. Then I’d review the materials from the afternoon portion on my own time over the weekend and complete any follow-up assignments by Monday morning. I could also ask a colleague to share their notes from the last two hours so I don’t miss anything.
Would that arrangement work for you? I want to make sure I get the full benefit of the training while also being there for my family. I’m happy to put in the extra time to catch up.”
Why this works:
- Opens by acknowledging the importance of the training (not dismissing it)
- Explains the conflict with personal detail that builds empathy (daughter’s solo)
- Proposes a detailed, practical compromise (attend morning, self-study afternoon)
- Offers to go above and beyond to make up for missing time
- Professional, respectful tone throughout with a collaborative closing
Common Mistakes to Avoid
Don't Be Vague
Saying “Maybe we can figure something out” is too general. Offer concrete solutions: “Could we set a schedule?” or “Would it help if I sent you a reminder email?”
Other pitfalls:
- Being too aggressive: “You need to stop doing this immediately” sounds hostile.
- Over-apologizing: “I’m so sorry to bother you, I know I’m probably overreacting…” undermines your position.
- Ignoring the other person’s perspective: Acknowledge their side before proposing your fix.
- Running out of time: Practice the 4-step template so you can deliver it in 60 seconds.
Self-Check After Practice
Self-Check
- I acknowledged the problem clearly in the first 15 seconds
- I expressed empathy or understanding for the other person
- I proposed at least one specific, practical solution
- I offered to follow up or invited further discussion
- My tone sounded calm, polite, and constructive
- I stayed within 60 seconds
5-6 checks = CLB 8-9 · 3-4 checks = CLB 7 · Work on structure and tone if fewer.
Task 6 rewards candidates who can think on their feet, stay diplomatic under pressure, and propose real solutions. Use the 4-step template, practice your tone, and remember: you’re solving a problem, not starting an argument.