Could you place the document on the desk, please?
Unit 03
Customer-facing communication
Service, diplomacy, and de-escalation
Handle difficult interactions with polite requests, calm sequencing, and rights-aware operational language.
SpeakingUse of EnglishScenario judgement
Frontex focus
Respectful communication and fundamental rights
01
Learning outcomes
By the end of this unit
- Use diplomatic modals and softeners.
- Distinguish for, since, and ago in time references.
- De-escalate while preserving procedure and dignity.
02
Scenario reading
Calm does not mean passive
A traveller becomes frustrated after a long wait and begins speaking loudly. The officer does not argue across the queue. She acknowledges the delay, explains that an alert must be verified, and offers a quieter place to continue the conversation. She also checks whether the traveller needs an interpreter.
The procedure remains unchanged, but the communication changes. The officer sets a clear next step and estimated waiting time. This approach protects dignity, gives the traveller useful information, and reduces pressure on colleagues who are continuing routine checks.
03
Language focus
Polite requests and time expressions
Use could, would, and would you mind to reduce directness. Use for with duration, since with a starting point, and ago before the present.
The family has been waiting for forty minutes.
The second-line check has been open since 09:20.
Watch this
Would you mind is followed by an -ing form: Would you mind waiting here?
04
Core lexicon
Professional and operational vocabulary
reduce tension and the risk of conflict
The officer moved the conversation away from the queue to de-escalate it.make information easier to understand
She clarified why an additional check was required.a condition requiring additional safeguards or support
The team identified a possible vulnerability and requested assistance.send a person or issue to the correct specialist or procedure
The officer referred the protection claim immediately.clear wording without unnecessary jargon
Rights should be explained in plain language.From EPSOHQ Frontex database
Acronym focus
Relevant when discussing fundamental-rights expertise and guidance.
05
Production task
De-escalation response
Give a four-sentence response to a person who is angry about a delay.
- Acknowledge the concern.
- Explain the next step without blame.
- Offer one practical choice.
- Avoid promises you cannot keep.
About 45 seconds · 50–110 words
Open evaluated task