PTE Respond to a Situation – Template
Structure (4 steps)
1.
Greeting
/ Acknowledgment
“Hello…” / “Hi…” / “Good morning…” / “Thank
you for letting me know…”
2.
Restate
the Issue
“I understand that __________ (describe
the situation or problem briefly).”
3.
Response
/ Action / Suggestion
“In this case, I would __________
(apologize, give advice, offer help, or explain a solution).”
“It would be better to __________ (suggest a polite action).”
4.
Closing
Sentence
“I hope this helps.” / “Please let me know if
you need anything else.” / “Thanks for your understanding.”
Tip Box
- Match tone:
- Formal →
workplace, customer, teacher
- Informal → friend,
classmate, neighbor
6 Sample Situational Prompts
& Model Answers
1. Apology (Formal)
Prompt: You forgot to send an email to your
boss.
Good morning. I’m really sorry for not sending
the email as promised. I understand it was important for the meeting. I’ll send
it immediately and make sure it doesn’t happen again. Thank you for your
patience and understanding.
2. Advice (Informal)
Prompt: Your friend is feeling stressed about
exams.
Hey, I understand you’re feeling really
stressed about your exams. I think you should take short breaks, sleep well,
and revise key points instead of studying nonstop. Don’t worry, you’ve worked
hard and you’ll do great. Stay positive!
3. Complaint (Formal)
Prompt: You received a damaged product from
an online store.
Hello, I recently received a product that was
damaged upon arrival. I understand such things can happen, but I’d like to
request a replacement or refund as soon as possible. Please let me know the
next steps. Thank you.
4. Workplace (Formal)
Prompt: Your colleague missed an important meeting.
Hi, I just wanted to let you know that you
missed the meeting this morning. The manager discussed new project deadlines.
Don’t worry, I’ll share my notes with you so you can catch up quickly. Let’s
talk later if you need more details.
5. Appreciation (Formal)
Prompt: You want to thank your teacher for
extra support.
Good afternoon. I just wanted to say thank you
for your extra help and guidance before the test. Your feedback really improved
my confidence and performance. I truly appreciate your time and support.
6. Complaint/Service (Informal)
Prompt: Your food order arrived very late.
Hi, I ordered food about an hour ago, but it
arrived really late. I understand you might have been busy, but I’d appreciate
it if deliveries could be on time next time. Thank you for your service.
PTE Respond to a Situation – Fill-in-the-Blank
Template
Greeting / Acknowledgment: “” (Hello / Hi / Good morning / Thank you for letting me know)
Restate Issue: “I understand that ****”
(briefly describe the situation/problem)
Response / Action / Suggestion: “In this case, I
would __________” (apologize, give advice, offer help,
explain solution).
“It would be better to __________”
(suggest a polite action, improvement, or next step)
Closing Sentence: “__________” (I hope this helps
/ Please let me know if you need anything else / Thanks for your understanding)
1. Late Delivery of a Product
Hello, thank you
for letting me know.
I understand that your product has not arrived on time.
In this case, I would contact the delivery company to track the shipment and
request urgent delivery.
It would be better to keep the customer updated until the issue is resolved.
I hope this helps.
2. Class Cancellation
Hi, thank you for
informing me.
I understand that today’s class has been canceled due to the teacher’s illness.
In this case, I would inform all the students immediately and reschedule the
class for another suitable day.
It would be better to post a notice on the notice board as well.
Thanks for your understanding.
3. Customer Complaint about a Service
Good morning,
thank you for letting me know about this issue.
I understand that the customer is unhappy with the service quality.
In this case, I would apologize for the inconvenience and offer a replacement
or compensation.
It would be better to investigate the reason to prevent it from happening
again.
Please let me know if you need anything else.
4. Missing Homework Submission
Hello, thank you
for bringing this to my attention.
I understand that the student forgot to submit the homework on time.
In this case, I would remind the student politely and give a short extension.
It would be better to set a reminder system for future tasks.
I hope this helps.
5. Computer System Error
Hi, thank you for
informing me.
I understand that the computer system is showing an unexpected error.
In this case, I would restart the system and contact the IT department if the
problem continues.
It would be better to back up all important files regularly.
Thanks for your understanding.
6. Friend Feeling Upset
Hi, thank you for
sharing this with me.
I understand that you’re feeling upset because of an argument with a friend.
In this case, I would listen carefully and try to comfort you.
It would be better to talk openly and clear up any misunderstanding.
I hope this helps.
7. Meeting Rescheduling
Hello, thank you
for letting me know.
I understand that the meeting cannot be held today because of time conflict.
In this case, I would check everyone’s availability and reschedule for another
convenient time.
It would be better to send an updated calendar invite to all members.
Please let me know if this works for you.
8. Lost Item in Office
Hi, thank you for
informing me.
I understand that you have lost your bag in the office area.
In this case, I would report it to the security department and check the CCTV
footage.
It would be better to label personal belongings for easy identification.
I hope this helps.
9. Flight Delay
Good morning,
thank you for letting me know.
I understand that your flight has been delayed due to bad weather.
In this case, I would contact the airline for updated information and wait in
the lounge.
It would be better to stay calm and check for any alternative flights if
needed.
Thanks for your understanding.
10. Hotel Booking Error
Hello, thank you
for informing me.
I understand that there was a mistake in your hotel booking.
In this case, I would apologize sincerely and contact the hotel to correct the
reservation immediately.
It would be better to confirm all details before arrival next time.
Please let me know if I can assist further.
11. Supervisor Complaint about Late Reports
Hello, thank you
for letting me know.
I understand that the reports are being submitted later than expected.
In this case, I would apologize for the delay and make sure to set earlier
internal deadlines.
It would be better to plan the work schedule more efficiently in the future.
I hope this helps.
12. Student Asking for Extra Help
Hi, thank you for
sharing this with me.
I understand that you’re having difficulty understanding some parts of the
lesson.
In this case, I would arrange an extra class or provide additional materials
for practice.
It would be better to review the notes regularly and ask questions in class.
Please let me know if you need any extra guidance.
13. Colleague Forgot to Attend Meeting
Good morning,
thank you for letting me know.
I understand that my colleague missed the meeting today.
In this case, I would summarize the key points and share the minutes of the
meeting with them.
It would be better to set a reminder before future meetings.
I hope this helps.
14. Customer Request for Product Information
Hello, thank you
for contacting us.
I understand that you would like more details about our latest product.
In this case, I would send you a product brochure and explain its key features
and pricing.
It would be better to schedule a short demo for better understanding.
Please let me know your available time.
15. Restaurant Complaint about Food Quality
Hi, thank you for
letting me know.
I understand that you were not satisfied with the food served.
In this case, I would apologize for the inconvenience and offer a replacement
meal or refund.
It would be better to review the kitchen quality checks to prevent this issue
in the future.
Thanks for your understanding.
16. Miscommunication Between Team Members
Hello, thank you
for informing me.
I understand that there has been some miscommunication among the team members.
In this case, I would organize a short meeting to clarify the tasks and
responsibilities.
It would be better to maintain regular communication through email or group
chat.
I hope this helps.
17. Student Absent from Exam Due to Illness
Hi, thank you for
letting me know.
I understand that the student missed the exam because of illness.
In this case, I would request a medical certificate and discuss the possibility
of a makeup test.
It would be better to inform the school administration as soon as possible.
Please let me know if you need any further support.
18. Employee Requesting Leave Extension
Good morning,
thank you for informing me.
I understand that you need to extend your leave due to personal reasons.
In this case, I would check the company’s policy and adjust the work schedule
accordingly.
It would be better to ensure smooth task handover before leaving.
I hope this helps.
19. Customer Inquiry About Refund Delay
Hello, thank you
for contacting us.
I understand that your refund has not been processed yet.
In this case, I would check the transaction status and inform the finance
department immediately.
It would be better to confirm the refund timeline clearly with the customer.
Thanks for your patience and understanding.
20. Friend Cancelling Plans at the Last Minute
Hi, thank you for
letting me know.
I understand that you can’t join us today because of other commitments.
In this case, I would completely understand and suggest meeting another day.
It would be better to plan earlier next time to avoid such changes.
I hope everything goes well for you today.
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