TOPIC 13. 문제 상황 해결 | Problem-Solving #
AL에서는 예상치 못한 문제가 나왔을 때 ‘멈추지 않고 해결’하는 능력이 중요합니다. 문제 상황 답변은 C-P-E-A-R-L(상황-문제-감정-행동-결과-교훈) 공식으로 구조화하면 안정적으로 길이를 확보할 수 있습니다.
자주 나오는 질문 패턴 #
- Describe a problem and how you solved it.
- Complain politely and ask for a solution.
- Explain what went wrong and what you need now.
- Reflect: what did you learn?
답변 플롯 템플릿 #
[C] Context: When/Where/Who
[P] Problem: What went wrong (clearly)
[E] Emotion: How you felt (honest but controlled)
[A] Action: What you did (2-3 steps)
[R] Result: What happened in the end
[L] Lesson: What you learned / what you'll do next time실전 질문 1 #
OPIC 스타일 질문
Tell me about a time you had a problem at a hotel or accommodation. What was the problem, and how did you solve it?
IH 샘플 (짧고 무난하지만, 디테일/감정/연결이 부족한 버전)
Once the hotel room was not clean. I called the front
desk. They cleaned it and I was okay.AL 샘플 (장면 + 디테일 + 감정 + 리플렉션까지)
I once had a problem at a hotel that I still remember
clearly. (pause) When I checked in and entered my
room, I noticed the bathroom wasn't properly
cleaned. There were wet towels and it didn't feel
hygienic, so I felt disgusted and annoyed. But I tried
to stay calm. I took a quick photo, went downstairs,
and explained the situation politely to the front
desk. I asked if they could either change the room or
send housekeeping immediately. Luckily, they
upgraded me to another room, and they even
apologized sincerely. In the end, the trip wasn't
ruined, and I learned that being calm but specific
gets faster solutions.AL 버전 B (같은 질문, 다른 각도–버전 2로 확장)
If I had reacted emotionally, (pause) it might have created unnecessary conflict. So now I always focus on facts
first.확장 질문 (여기까지 이어서 물어볼 수 있어요)
- C: check-in 후 방 들어감
- P: bathroom not cleaned (구체)
- E: disgusted/annoyed
- A: photo -> front desk -> polite request(2 options)
- R/L: upgrade + 교훈(facts + calm)
- What would you do if the staff refused to help?
- How do you complain politely in English?
- Have you ever had a similar issue in a restaurant or store?
실전 질문 2 #
OPIC 스타일 질문
Describe a time you lost something important. What happened, and what did you do to handle the situation?
IH 샘플 (짧고 무난하지만, 디테일/감정/연결이 부족한 버전)
I lost my wallet once. I was surprised. I searched my
bag and I found it later.AL 샘플 (장면 + 디테일 + 감정 + 리플렉션까지)
A while ago, I had a situation where I thought I lost
my wallet on the subway. (pause) I realized it when I
got off the train and reached for it, and it wasn't
there. My heart dropped, and I felt panicked for a
second. But I forced myself to slow down and think
logically. First, I checked every pocket and
compartment in my bag. Then I retraced my steps
and asked the station staff about the
lost-and-found process. I also cancelled my cards
temporarily just in case. In the end, it turned out my
wallet had slipped into a hidden pocket in my tote
bag. (smile) I felt relieved but also a bit
embarrassed. Since then, I keep my wallet in the
same pocket every time - consistency prevents
chaos.AL 버전 B (같은 질문, 다른 각도–버전 2로 확장)
That experience showed me how quickly stress can take over. (pause) Having a simple checklist helped me
stay calm.
• C: subway + getting off
• P: wallet missing
• E: heart dropped/panicked
• A: check bag -> retrace -> ask staff -> cancel cards
• R/L: hidden pocket + habit
• What would you do if you couldn't find it at all?
• How do you usually keep your valuables safe?
• Have you ever helped someone who lost something?실전 질문 3 #
OPIC 스타일 질문
Describe a time you had a problem with a product or service. How did you communicate and what was the result?
IH 샘플 (짧고 무난하지만, 디테일/감정/연결이 부족한 버전)
I bought something online and it was broken. I
contacted customer service. They refunded me. It
was okay.AL 샘플 (장면 + 디테일 + 감정 + 리플렉션까지)
I once ordered a small electronic item online, but it
arrived damaged. (pause) At first, I felt
disappointed because I was looking forward to using
it. Instead of getting angry, I gathered evidence: I
took photos of the package and recorded a short
video showing the problem. Then I contacted
customer service and explained the issue clearly,
including the order number and what solution I
wanted. They responded within a day and offered a
replacement. In the end, the problem was solved
smoothly, and I learned that clear communication
plus evidence saves time for both sides.AL 버전 B (같은 질문, 다른 각도–버전 2로 확장)
It also reminded me to read return policies before buying. (pause) It's boring, but it prevents surprises.확장 질문 (여기까지 이어서 물어볼 수 있어요)
- C: online order + 기대
- P: arrived damaged
- E: disappointed
- A: photos/video -> contact CS -> clear request
- R/L: replacement + lesson(evidence)
- What phrases can you use to complain politely?
- Do you prefer online shopping or offline shopping? Why?
- How do you feel when problems happen unexpectedly?
다이얼로그 확장 연습 #
아래는 ‘한 문장 답변 → AL 길이’로 확장하는 연습입니다. Examiner 질문에 대해 먼저 Level 1만 말하고, 사다리처럼 한 단계씩 늘려 보세요.
연습 스크립트 (Level 1 → 확장 힌트 → 내 버전으로 늘리기)
Examiner: Tell me about a problem at a hotel.
You (Level 1): The room wasn't clean, so I contacted the front desk.
확장 힌트: 감정(disgusted) + 행동(사진/요청) + 결과(방 변경) + 교훈
Examiner: Describe a time you lost something.
You (Level 1): I thought I lost my wallet, so I searched and asked staff for help.
확장 힌트: panic -> logic 전환 + 단계별 행동 + 마무리 습관다이얼로그 확장 기록지 (말하기 전에 30초 메모용)
[기록용 메모]
- 내 버전의 핵심 키워드 5개:
1) ________ 2) ________ 3) ________ 4) ________ 5) ________
- 내가 추가한 디테일(장소/사람/감각/수치):
장소: ________ / 사람: ________ / 감각: ________ / 수치: ________
- 감정 단어 2개:
________, ________말로 바로 쓰는 표현 & 템플릿 #
Chunk Bank (그대로 바꿔 끼우면 문장이 길어져요)
- I noticed ________ wasn’t properly ________, so I felt ________.
- I tried to stay calm and focus on facts.
- I took a quick photo as evidence.
- I asked if they could either ________ or ________.
- In the end, the trip wasn’t ruined because ________.
- My heart dropped for a second, but I forced myself to think logically.
- I cancelled my cards temporarily just in case.
- Clear communication plus evidence saves time for both sides.
버전 만들기 팁
- 버전 A: 구체적 경험 1개를 깊게
- 버전 B: 습관/루틴을 넓게 + 짧은 미니 스토리 1개
- 버전 C: 비교(예전 vs 지금 / A vs B)로 마무리
플롯 템플릿 (빈칸만 채우면 바로 말할 수 있어요)
[C] Context: When/Where/Who
[P] Problem: What went wrong (clearly)
[E] Emotion: How you felt (honest but controlled)
[A] Action: What you did (2-3 steps)
[R] Result: What happened in the end
[L] Lesson: What you learned / what you'll do next time
[버전 B용 추가 문장]
- That being said, ________.
- Looking back, ________.
- If I had to sum it up, ________.
