Unit 3
Service and diplomacy
CEFR B2 productive skill
De-escalation response
Give a four-sentence response to a person who is angry about a delay.
Target
50–110 words
About 45 seconds
01
Task requirements
Cover every required point.
- Acknowledge the concern.
- Explain the next step without blame.
- Offer one practical choice.
- Avoid promises you cannot keep.
02
Recorded transcript
Speak, review transcript, then submit.
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