CELPIP Speaking Task 6 Template and Sample Answers
A proven fill-in-the-blank template to handle complaints and problems diplomatically in 60 seconds. Includes CLB 7, 9, and 12 sample responses.
What Is CELPIP Speaking Task 6?
Task 6 tests your ability to handle a problem or complaint in a specific situation. You get 30 seconds to prepare and 60 seconds to speak.
Timing
30 seconds preparation + 60 seconds speaking. Total 90 seconds.
Format
You are placed in a difficult situation and must handle it by proposing solutions diplomatically.
Skills Tested
Tone appropriateness, problem-solving, diplomatic language, and register awareness.
Sample Task 6 Prompt
Sample Prompt
“You ordered a laptop online, but it arrived with a cracked screen. Call the customer service department to resolve this issue.”
The 5-Step Task 6 Template
Follow this structure to handle any difficult situation with confidence and diplomacy. Fill in the blanks with content from your prompt.
Opening — Acknowledge the Problem Politely
~10 secondsTemplate
I understand that this situation is frustrating, and I'd like to ___.
Example
I understand that this situation is frustrating, and I would like to get this resolved as quickly as possible.
Express Understanding and Empathy
~10 secondsTemplate
I completely understand how ___ this must be, especially since ___.
Example
I completely understand how disappointing this must be, especially since you were counting on having a working laptop for your project deadline.
Propose Solution 1
~15 secondsTemplate
First, let me suggest ___.
Example
First, let me suggest that we arrange an immediate replacement. If you could send the damaged laptop back using a prepaid shipping label, we can have a new one shipped to you within two to three business days.
Propose Solution 2 or Compromise
~15 secondsTemplate
As an alternative, we could ___.
Example
As an alternative, if you would prefer not to wait for shipping, we could issue a full refund right away so you can purchase one from a local store and have it today.
Polite Closing
~10 secondsTemplate
I hope we can resolve this in a way that ___.
Example
I hope we can resolve this in a way that works best for you. Please let me know which option you would prefer, and I will take care of it immediately.
Sample Responses by CLB Level
See how the same prompt is handled at different proficiency levels. Notice how tone, empathy, and solution quality improve at each level.
Key Features at This Level
- ✓States the problem clearly
- ✓Requests a solution (replacement or refund)
- ✓Polite closing with 'thank you'
- ✓Could improve: limited empathy language, few diplomatic phrases
- ✓Could improve: solutions are demands rather than suggestions
Common Task 6 Mistakes to Avoid
Being too aggressive or confrontational
Demanding solutions, raising your voice, or using hostile language like 'this is unacceptable' will lower your score. Task 6 tests diplomatic communication. Express dissatisfaction firmly but politely.
Being too passive or vague
Simply describing the problem without proposing any solution shows a lack of initiative. The task requires you to actively seek resolution, not just complain and hope the other person fixes it.
Not offering concrete solutions
Saying 'please fix this' is not a solution. You need to propose specific actions — a replacement, a refund, a discount, a compromise. Proposing at least two options demonstrates problem-solving skills.
Forgetting to stay in character
The prompt places you in a specific role (customer, neighbour, employee). Stepping out of that role — for example, speaking as if you are giving a presentation — breaks the natural flow and affects your coherence score.
Pro Tips for Task 6
- Always start with empathy. Saying 'I understand this is not ideal' before stating your complaint sets a collaborative tone from the beginning.
- Propose at least two solutions. This shows flexibility and problem-solving ability, which are key skills being assessed.
- Maintain a professional but firm tone throughout. You want to sound assertive without being aggressive — phrases like "I would appreciate" and "I would like to suggest" strike this balance.
- Use hedging language to sound diplomatic: 'perhaps we could', 'would it be possible to', 'I was wondering if'. These soften requests without weakening them.
- Always close with a forward-looking statement. Something like 'I am confident we can resolve this' shows maturity and leaves a positive final impression.
- Stay in character for the full 60 seconds. If the prompt says you are calling customer service, keep the phone-call register throughout your response.
Do vs Don't — Quick Reference
Do
- Start with empathy and acknowledgement
- Propose at least two specific solutions
- Use diplomatic phrases: "I would appreciate..."
- Stay in character for the entire response
- Close with a collaborative, forward-looking statement
Don't
- Be aggressive: "This is unacceptable!"
- Only complain without offering solutions
- Use overly passive language that avoids the issue
- Break character or switch registers mid-response
- Forget to close — just stopping abruptly hurts your score
Frequently Asked Questions
Practice Task 6 with AI Feedback
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