Mastering IELTS Speaking: How to Tactfully Handle a Rude Person

In the IELTS Speaking test, candidates may encounter various topics, including challenging social situations. One such topic that has appeared in recent exams and is likely to continue being relevant is describing a situation where you had to deal with a rude person. This article will provide valuable insights and sample answers to help you excel in this speaking task.

Part 1: Introduction and Interview

In Part 1, the examiner may ask general questions about dealing with difficult people or rudeness. Here’s a sample question with a suggested answer:

Question: How do you usually react when someone is rude to you?

Sample answer (Band 7-8):
“Well, I try my best to remain calm and composed when faced with rudeness. I believe it’s important to take a deep breath and not let emotions get the better of me. Usually, I attempt to understand the person’s perspective and address the situation diplomatically. If possible, I might politely point out their behavior and explain how it affects others. However, if the situation escalates, I find it’s best to disengage and walk away to avoid further conflict.”

Part 2: Long Turn (Cue Card)

Here’s a sample cue card related to the topic:

Describe A Situation Where You Had To Deal With A Rude Person

You should say:

• Who the person was
• What the person did that was rude
• How you reacted to the situation
• And explain how you felt about the experience

Sample answer (Band 8-9):

“I’d like to share an experience I had while working as a customer service representative at a busy retail store. One particularly challenging day, I encountered an irate customer who was exceptionally rude and confrontational.

This middle-aged gentleman approached the counter, visibly agitated, and began berating me about a faulty product he had purchased. His behavior was highly inappropriate as he raised his voice, used profane language, and even made personal remarks about my competence.

Initially, I was taken aback by his aggressive demeanor, but I quickly composed myself and adopted a professional approach. I maintained eye contact, spoke in a calm and measured tone, and actively listened to his complaints without interrupting. Once he had finished venting, I apologized sincerely for the inconvenience he had experienced and assured him that I would do my utmost to resolve the issue.

I then methodically explained our store’s return policy and the steps we could take to either replace the product or provide a refund. Throughout this process, I remained patient and empathetic, acknowledging his frustration while firmly maintaining our store’s guidelines.

This experience was certainly challenging and, at times, disheartening. However, it also proved to be an invaluable learning opportunity. It reinforced the importance of maintaining composure under pressure and honed my conflict resolution skills. Moreover, it gave me a sense of accomplishment when I successfully de-escalated the situation and ultimately satisfied the customer’s needs.”

Customer service representative handling rude customer

Follow-up questions:

1. How did this experience affect your approach to customer service in the future?
2. Do you think there are cultural differences in what is considered rude behavior?

Sample answers (Band 8-9):

1. “This experience was truly eye-opening and had a significant impact on my approach to customer service. It taught me the value of remaining calm under pressure and honed my ability to empathize with upset customers. Moving forward, I became more adept at recognizing early signs of customer frustration and proactively addressing concerns before they escalated. Additionally, I developed a thicker skin and learned not to take rude behavior personally, understanding that often, the customer’s anger stems from their situation rather than being directed at me personally.”

2. “Absolutely, I believe there are notable cultural differences in what is perceived as rude behavior. For instance, in some cultures, direct eye contact is considered respectful, while in others, it may be seen as confrontational. Similarly, the acceptable volume of speech, physical proximity during conversations, and even gestures can vary widely between cultures. These differences can sometimes lead to unintended misunderstandings or perceived rudeness. I think it’s crucial to be culturally aware and open-minded when interacting with people from diverse backgrounds to avoid misinterpreting behavior as rudeness when it may simply be a cultural norm.”

Part 3: Two-way Discussion

In Part 3, the examiner may ask more abstract questions related to rudeness and social behavior. Here are some potential questions with sample answers:

Question 1: Why do you think some people behave rudely in public?

Sample answer (Band 7-8):
“There could be various reasons behind rude behavior in public. Sometimes, it might stem from personal stress or frustration that individuals are unable to manage effectively. In other cases, it could be a lack of awareness about social etiquette or cultural differences. Additionally, some people might behave rudely due to a sense of entitlement or a misguided belief that such behavior will get them what they want more quickly. Factors like anonymity in crowded public spaces might also embolden some individuals to act in ways they wouldn’t in more familiar settings.”

Question 2: How can society address the issue of increasing rudeness in public spaces?

Sample answer (Band 8-9):
“Addressing rudeness in public spaces requires a multi-faceted approach. Firstly, I believe education plays a crucial role. We should focus on teaching social skills, empathy, and conflict resolution from an early age in schools. This could help create a more considerate and aware generation.

Secondly, public awareness campaigns could be instrumental in highlighting the impact of rude behavior on others and promoting kindness. These campaigns could utilize social media, public transport advertisements, and community events to spread their message effectively.

Moreover, I think there’s a need for clear guidelines and enforcement in public spaces. For instance, transport authorities could implement and strictly enforce codes of conduct for passengers. Similarly, businesses could train their staff in de-escalation techniques to handle rude customers professionally.

Lastly, I believe we all have a personal responsibility to model good behavior and intervene safely when we witness rudeness. By collectively setting a positive example and not tolerating disrespectful behavior, we can gradually shift societal norms towards greater civility and consideration for others.”

Public awareness campaign promoting kindness

Key Vocabulary and Phrases

To achieve a high score in IELTS Speaking, use a variety of advanced vocabulary and idiomatic expressions. Here are some relevant terms:

1. Irate /aɪˈreɪt/ (adjective): Very angry or irritated.
   Example: “The irate customer demanded to speak to the manager.”

2. Confrontational /ˌkɒnfrʌnˈteɪʃənl/ (adjective): Tending to deal with situations in an aggressive way.
   Example: “His confrontational attitude made it difficult to resolve the issue peacefully.”

3. De-escalate /ˌdiːˈeskəleɪt/ (verb): To reduce the intensity of a conflict or potentially violent situation.
   Example: “The manager successfully de-escalated the situation by calmly addressing the customer’s concerns.”

4. Empathy /ˈempəθi/ (noun): The ability to understand and share the feelings of another.
   Example: “Showing empathy towards the frustrated customer helped to calm them down.”

5. Diplomatic /ˌdɪpləˈmætɪk/ (adjective): Having or showing an ability to deal with people in a sensitive and tactful way.
   Example: “Her diplomatic response to the rude comment helped avoid further conflict.”

Examiner’s Advice

To excel in the IELTS Speaking test, particularly when discussing challenging topics like dealing with rude people, consider the following tips:

1. Practice varied vocabulary: Incorporate a range of advanced words and phrases related to conflict resolution and social interactions.

2. Develop coherent responses: Structure your answers logically, using appropriate linking words to connect your ideas smoothly.

3. Use real-life examples: Draw from personal experiences to make your responses more authentic and engaging.

4. Show reflection: Demonstrate your ability to analyze situations and reflect on their impact, as this showcases higher-level thinking skills.

5. Maintain fluency: Practice speaking on various topics to improve your ability to express ideas fluently and confidently.

By following these guidelines and utilizing the sample answers provided, you’ll be well-prepared to tackle questions about dealing with rude people in your IELTS Speaking test. Remember, the key is to remain calm, articulate, and demonstrate your language skills effectively.

For more IELTS Speaking practice, you might find it helpful to describe an event you organized or describe a piece of advice you received that was life-changing. These topics can help you further develop your speaking skills and expand your vocabulary range.