Listening Quiz | Business English Pod – English Training for the Workplace

Click on a question to see the answer.

1) How does Peter suggest restarting talks with Maxine?

He says he has been “thinking about” their companies, and if she is still open to the idea he “was wondering” if they could “get together to talk briefly about some other possibilities.” Overall, the tone of Peter’s suggestion is positive and the content is not too specific. At this point, he is just trying to get Maxine interested.

2) What does Peter identifying as the main stumbling block to a deal?

Peter identifies price as the main stumbling block to a deal.

3) What does Peter mean when he says, “It’s not a question of growth for us, it’s a question of survival.”

Peter describes how the overall market tendency is towards increasing consolidation of companies. He is saying that small companies like his and Maxine’s must merge to have a chance to survive in the new market.

4) What is Peter’s key insight that enables Maxine and him to overcome their blockage?

Peter’s key insight is that if Maxine values her own company so highly, she will probably value his company highly as well. Since his ultimate goal is to sell out his business for a handsome profit, he may be able to achieve that goal now by selling his company to Maxine. In other words, he thinks outside the box to reverse the roles of buyer and seller in the negotiation.

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1) What does Paul mean when he says he’ll be “throwing more business your way?”

Paul means that he will probably be able to give Tony more business in the future. He is using this as a negotiating tactic to get a better discount.

2) Tony suggests a way of helping Paul get a higher discount. What is it?

Tony suggests Paul combine his current order with an order for a future project. This will increase the overall quantity of Tony’s order, and thus will allow Tony to increase Tony’s quantity discount.

3) When Tony says to Paul, “You drive a hard bargain!” what does he mean?

When Tony says to Tony, “You drive a hard bargain!” he means that Paul is a tough negotiator – for example, Paul has not only asked for a large quantity discount, but also for a prompt payment discount. (Tony also perhaps intends to signal to Paul that he is getting a good deal.)

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1) How does Catherine let Bill know she’s looking for information about his order?

Catherine says, “Just bear with me a sec while I pull that up on my screen” to let Bill know she’s searching for information on his order.

2) Where is the second part of the shipment?

We do not know the actual location of the second part of the shipment except that it is “in transit,” that is, the goods are still being transported to Bancroft’s distribution hub in Phoenix.

3) What does Catherine offer to do to avoid separate deliveries in future?

Catherine suggests to Bill that future shipments could be “consolidated”, or combined, at Foxtrots warehouse in Oklahoma before being shipped on to Bancroft’s. This will help avoid the problem of separate deliveries if orders have to be made in different locations.

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1) Where and when does Gordon say he met Penny?

Gordon says he met Penny last week at the “Inter-Asian Connections Conference” in Dubai.

2) When does Gordon suggest meeting with Penny?

Gordon suggests meeting on Tuesday or Wednesday.

3) Why does he want to meet with Penny?

Gordon wants to meet with Penny to discuss possibilities for investment and to visit a couple factories, if possible.

4) What time do they finally agree on?

The arrange to meet on Wednesday, in the afternoon.

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1) What does Kerri want Martina to do for the company?

Kerri wants Martina to “head up”, or be in charge of, setting up a new processing facility in Omaha.

2) How much time will Martina have to complete this project?

Martina has “just over five-months” to finish the project so the new facility can “start handling orders by October 1st.”

3) What does Kerri promise to do to make Martina’s work easier?

Kerrie says she will “be supporting you in every way possible”, by helping to “manage expectations” and by telling the support staff to “pitch in”, or help out, Martina if she needs extra staff.

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1) What are Maxine’s reasons for staying firm on price?

Maxine is not willing to come down on her price because the market is “going nowhere but up,” that is, it is expanding, and because she believes she has got “tremendous value,” with “good people, good products, and a solid business plan.”

2) What does Peter say to justify not being able to pay more?

Peter says he must take into account “redundancies” in their business operations and factor in the “volatility” in the market. Redundancies refers to repetition or overlap. Volatility is a measure of quick or unexpected change in price, for example in a company’s stock price or in a market or industry. High volatility can make it difficult and risky to put a value on a company.

3) How does Maxine leave open the possibility for future cooperation?

Near the end of the conversation, Maxine says, “Yes, but, anyhow, I think we should explore other possibilities for working together.” Though they did not reach an agreement about a merger today, she is keeping the door open for further discussions about other possibilities and topics.

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1) What is the basic source of disagreement between Maxine and Peter?

The basic source of disagreement between Maxine and Peter is price – Maxine will not sell business for less than 15 million; Peter “can’t do better than,” that is, can’t offer more than 11 million.

2) What are Maxine’s reasons for insisting on her price?

Maxine says that the market is going nowhere but up – that is, continuing to expand – and she says that she’s got “tremendous value here – good people, good products, and a solid business plan.”

3) What does Peter mean when he says he has done “months of due diligence?”

Due diligence refers to doing careful research before a big purchase or major decision.

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1) What is the main focus of this part of Pat’s presentation?

At the beginning of this part of Pat’s presentation he says his main message is to “to share our success in meeting … our targets … for revenue per unit or RPU.”

2) What happened in 2005 that caused the trend in RPU to “break out” of “existing trend lines?”

Pat says the RPU trend broke out, or started to increase rapidly, after “the first mass market WAP phones hit the stores in the 2005 holiday season.”

3) What is Pat’s prediction for Ambient’s RPU in 2007?

Ambient has set a target of increasing RPU by 10% from 2006 – 2011. Pat says they have met this target for 2006 “And now we are on track to continue strong growth in 2007.”

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1) Which company has the largest share of the market at the beginning of 2006?

Pat says “Sirus has the biggest slices of the pie.” This is an idiomatic expressions meaning Sirus has the largest share of the market.

2) How does Pat describe his own company’s performance in 2006?

Pat says Ambient was “struggling,” or trying hard, to “catch,” or equal, CallTell. Despite added competition from CallTell’s new budget models, Ambient was able to “hold its ground,” or maintain its share of the market.

3) How big is the “others” group share of the market in Spring 2007?

The combined “others” group had grown to over 25% of the European market by Spring 2007.

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1) How does Thomas summarize his role as Office Manager?

Thomas says that his job is to keep the office “operating efficiently”, which means that he has to handle a wide range of tasks related to the office’s day-to-day activities.

2) What characteristics does Thomas list as important qualities of an office manager?

Thomas says that “above all”, or most importantly, office managers should exercise sound judgment and perform their jobs reliably. He also suggests that some personality traits, like common sense and the ability to work well with others, are keys to success in this job.

3) According to Thomas, what is a common misunderstanding about the best way for an office manager to do his job?

Many people believe that an office manager should always try to make a good impression on the boss, by keeping him or her happy whenever possible. But Thomas thinks it’s more important to keep the office running smoothly and effectively, even when that means putting pressure on other employees.

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1) Which candidate do they prefer and why?

Ted talks about how Yala has better soft skills than Ronaldo and, importantly, how her dynamic style will be a better fit with their organization. George agrees.

2) What are the relative strengths and weaknesses of the two main candidates, Ronaldo and Yala?

Ronaldo has better technical qualifications whereas Yala has better soft skills. In addition, Yala has a more dynamic style, which would be a better fit with their organization.

3) What are the main reservations about Yala?

George has a concern about whether Yala will be ready to adapt from the manufacturing business to the fast-paced, market-oriented environment in a fast moving consumer goods company. Ted is worried that Yala’s salary requirements may be too high.

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1) George describes GK as both “high-pressure” and “tremendously rewarding,” but he is concerned about whether or not Sherry is ready to “take the plunge.” What does he mean by that?

Plunge literally means “to dive into (water).” To take the plunge is an idiom that refers to bravely entering a new situation. George is concerned about whether or not Sherry is prepared mentally and emotionally “to dive into” GK’s high-pressure work environment.

2) What does Sherry say is one of the things that most attracts her to GK?

Sherry says she is most attracted to GK’s “work culture.”

3) What is George’s major concern about Sherry’s work experience?

Sherry is interviewing for a management trainee position. If offered the job, she will have significant direct customer contact. George is thus concerned about Sherry’s “client-facing” experience, that is, what kind of skills and experience she can “bring to the table” or offer the company in terms of direct face-to-face interaction with customers.

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1) How does Tony begin off the phone call to establish goodwill?

To establish goodwill, Tony starts by thanking Paul for his time.

2) How long does Paul say he has available for the phone call?

Thirty minutes. Paul says, “Personally, I’ve only got about a half hour available.”

3) Paul asks Tony how he will be using the bolts. How does Tony respond?

The bolts will be used in structural steel columns. As discussed earlier, they are for a harbor project.

4) What other option does Paul want to explore with Tony?

Paul asks Tony if he has considered using “resin-coated” bolts instead of stainless steel bolts. Resin is a clear coating on the steel that makes it resistant to the elements, that is, water and air.

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1) Have Peter and Maxine met before?

No, Peter and Maxine have not Met before. Peter says, “It’s great to finally have the opportunity to meet you.”

2) What does Peter say is his and Maxine’s “biggest overlapping concern?”

When Maxine mentions that she and Peter have some overlapping concerns, Peter replies, “Yes, big one is how to remain competitive in the face of pan-European providers.” “Pan” means “all,” so Peter is concerned about how to compete with larger companies that have all of Europe as their market.

3) How does Peter bring up the subject of a possible merger between his and Maxine’s company?

Peter is careful about how he approaches the subject of a merger between his and Maxine’s company: He indirectly brings up the topic near the end of the dialog when he asks Maxine, “We’re wondering whether you’ve ever considered joining forces with another regional provider…” He has not at this point clearly indicated that he wishes to buy Maxines company, Gamester.

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1) What is the interviewer’s “stress question?”

The interviewer asks a behavioral question – i.e. a question meant to help them understand how you react to a particular kind of situation – about how Yala deals with conflict.

2) What does Yala do to give herself some thinking time?

To give herself some thinking time, Yala both clarifies the question and uses a phrase – “Well, just give me a moment to think about that.”

3) How does Yala answer the question?

She says that she was “proactive” in getting the two sides of the dispute to communicate with each other and, as the interviewer follows up on the question, she describes in a logical way the two key actions her company took to prevent future conflict of this kind.

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1) Why does Ted say he needs Yala to begin work by the suggested start date?

Fall recruitment season, when new candidates from university are recruited and hired, is “coming up quick,” that is, very soon. Ted says they “could really use” or need Yala’s help with this.

2) How does Yala broach the subject of compensation?

Yala broaches the subject by saying that she can definitely make the requested start date “as soon as compensation is agreed.” Later, she asks Ted how he reached the offer.

3) How much over the median or average market rate does Ted say Fun Beverages offered Yala in recognition of her skills and experience?

In recognition of her skills and experience, Ted says Fun Beverages offered Yala 10% over the market rate.

4) What is the final compromise they discuss?

Yala wants 20% over the base or market rate. Ted says that 10% increases can be negotiated each year with good performance. At the end of the discussion, Yala suggests 15% over the market rate and 10% annual performance increases. Ted says they can definitely consider this proposal.

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1) What is the interviewer talking about when he refers to a “trap?”

The interviewer uses “trap” to refer to the situation Bryan describes in which the person sitting across from you in a negotiation is not the actual party or decision maker you should be negotiating with.

2) How does Bryan say we should think about interests?

Bryan says we should think creatively about interests: We should think of the real goals of our opposite number – the person with whom we are negotiating – and use this creative thinking to find new ways to create value for all sides.

3) In the interview, we learn that overcoming blockage – that is, getting past problems – is not just about reaching the agreement but also about maximizing what?

As Bryan and the interviewer discuss, we shouldn’t just think of blockage as obstacles to reaching an agreement but also as impediments to maximizing shared value. That is, overcoming blockage is also about increasing value.

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1) What are the top mistakes people make in a negotiation?

Brian says that a top mistake people make is to overemphasize price. More generally, he says they focus too much on tactical questions without first developing a coherent strategy.

2) What is a BATNA, or “best alternative to a negotiated agreement?”

Your best alternative to a negotiated agreement (BATNA) is what you will do if you don’t reach an agreement during the negotiation. Your BATNA is what is already available, so your bottom line should be better than your BATNA.

3) What does Brian think about the idea of “win-win” negotiations?

Brian says that win-win has become a bit of a cliché. However, the basic meaning of the word is that, under normal circumstances, both parties must benefit in order to come to a deal. In this sense, all successful negotiations are “win-win.”

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1) Why has Martin come to China?

From the dialog, it sounds like one of his main goals is to visit second-tier or smaller cities in order to assess Kendal Marcus China’s strategy of expanding their operations into these secondary markets.

2) Is Tony optimistic about the economic outlook, that is the future, in China?

Yes, Tony is optimistic about the Chinese economy. Despite inflation and some potential problems (work for farmers, rich-poor gap, creating enough work for the masses), China continues, in Tony’s view, to have a growing middle class that can buy Kendal Marcus’s products.

3) What kind of concerns does Martin have?

Since the growth in China’s middle class is key to Kendal Marcus’s strategy of expanding into second-tier or smaller cities, Martin is concerned about the accuracy of published figures.

4) How does Tony reassure him?

Tony mentions that they are conducting their own surveys. On a more subtle level, he mixes negative information with positive information to create the impression of objectivity in his assessment that the long-term prospect for Kendal Marcus’s business in China is quite good.

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1) Why doesn’t Francesca want to try the “steak tartare?”

Francesca says that she would prefer to try something “lighter” than the steak tartare, which is a heavy, rich meat dish.

2) How does Francesca signal that she’s ready to go back to the hotel?

When Bill offers Francesca more wine, she says, “Thanks, I’d better not. I’m still jet-lagged.” This starts a ‘leaving dialog’, in which Adriana says, “We’d better let you get back to the hotel.”

3) Who pays for the meal?

Adriana and Bill want to pay for dinner, but Mario protests because he had offered to pay earlier (in BEP 89 – Arranging a Visit). However, he and Francesca agree to let Adriana and Bill pick up the tab (that is, pay for dinner) as long as they get to pay for the next one.

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1) What solution does Ben propose?

Ben suggests getting the sales team to help out with the sales trainings. Gerry agrees, and says that perhaps the IT team could participate more actively.

2) In which area does Ben feel he could make a real contribution?

Ben wants to do more work in course planning, which, until now, he has been to busy to do because of his other work commitments. (Also, he feels that Gerry isn’t giving him enough of a “free reign,” i.e. freedom, to do the course planning work independently.)

3) What action do Ben and Gerry agree on?

Gerry asks Ben to conduct a needs analysis on the IT department, and Gerry agrees to try to get the sales and IT departments to take over some of the work course administration to free Ben’s time up a little.

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1) Gerry says he wants to “sit down informally and thrash things out a little.” What do you think this means?

“To thrash things out” is an idiom that means to discuss things. It often carries the specific meaning of discussing things when there may be some sort of disagreement or difference of opinion.

2) A strain is something that is tiring and, perhaps, irritating. What does Gerry say is “getting to be kind of a strain?”

Gerry says it’s “getting to be kind of a strain” that he is “the last one out of here almost every night,” that is, the last person to leave the office.

3) What solution does Gerry propose?

Gerry proposes passing on to the trainers as much of the admin, that is the administration work, as possible.

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1) When he says, “We operate on a narrow window for deliveries,” what does Bill mean?

By “we operate on a narrow window for deliveries,” Bill means that deliveries must be made on time: There is a narrow window, i.e. a short range of time in which deliveries can be made. This means goods should not be delivered too early or too late.

2) The term chargeback refers to all or part of a fee being refunded, or returned, to the buyer. For what situation is Bill quite “strict on chargebacks?”

Bill says his company is quite strict on chargebacks for late deliveries, which means he expects a partial refund if the goods are delivered late.

3) When would Bill like the first delivery to be made, and why?

Bill is “shooting for,” that is he is hoping for or would like a delivery by June 15, which is a little earlier than the usual delivery for a fall clothing line. Bill says his company will want to get the product “out on the floor” – that is, in the shop – a little early since it’s new and customers are unfamiliar with it.

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1) What is the key feature of Viva’s fall colors this year? Can you name some of the colours?

Viva’s fall colors are very “warm” this year, and include such hues as “ginger,” “apple red,” “ivory,” and “French roast.”

2) Why is the Viva Professional line more expensive?

One reason the Viva professional line is more expensive consists in the material: It is made of special washable wool that is sourced from an Australian manufacturer.

3) As described in the dialog, what are the main benefits of Viva’s clothing line?

Francesca talks about how the features and advantages of Viva’s clothing – such as washable, wearable, durable, etc. – would “fit the lifestyle” of the “Bancroft woman,” who is typically a busy professional. Such lifestyle fit, of course, would translate into good sales and thus profits for Bancroft.

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1) What is Yala’s first question for the interviewer?

Yala asks what the best thing is about working at Fun Beverages.

2) How does the interviewer respond?

The interviewer says that there is “a strong dedication here to helping people reach their full potential.”

3) Yala’s second question is a little tougher – what does she ask?

She asks about whether HR gets “adequate budgetary and leadership support” from upper management.

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1) What does Sherry identify as her greatest weakness?

Sherry says she comes from a “non-traditional” background as she is a single mother.

2) Did this weakness affect her GPA (exam scores)? How?

Yes. For example, while doing my Master’s, she had to work part-time, which meant that she’s done part of her degree during night school. Being so busy has also had some impact on my GPA.

3) Does Sherry explain the positive aspects of the weakness she describes?

Yes. Being a single mother has taught her maturity and how to manage her time.

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1) What kind of training programs does Andrea run?

As Andrea says, they “run the full gamut,” that is, span the full range from quality control and work measurement to manufacturing methods and development of supervisors.

2) Does Andrea work with vendors? What for?

Yes, she does. Andrea says she evaluates and recommends outside vendors to supply training programs.

3) What do the five letters in SMART stand for?

The five letters in SMART stand for the following five criteria for designing an effective training: specific, measurable, attainable, realistic and timely.

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1) What type of employment programs does Greg develop and manage?

Greg manages a wide variety of employment programs. Some that he mentions are job evaluations, benefits, promotions, equal opportunity initiatives, and filling job openings.

2) Are there several HR managers or only one in Greg’s company?

Because Greg works in a mid-sized company, he is the only HR manager. (Larger companies usually have many HR managers responsible for different areas of managing employee needs.)

3) Greg says that HR managers play a special role in companies that are unionized. What is this role?

He deals with relations between labor and upper management, examines worker grievances, and settles disagreements.

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1) What information does Adriana get from Marco?

She gets his flight information so that she can pick him up at the airport.

2) What does Marco need help with?

Marco has already booked his and Francesca’s flight, but he accepts her offer to help with booking a hotel and making a restaurant reservation.

3) Does Marco have any special requirements for the hotel?

Marco doesn’t really have any special requirements for the hotel, but he does want to make sure that it has internet access and a business center and that it’s close to the exhibition center where the expo will be held.

4) Does Marco have any special requirements for the hotel?

He jokingly says he’d like Italian, but then he indicates that he’s very flexible and that it doesn’t matter to him: He says he and Francesca are “up for anything.”

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1) When does Marco want to leave and when does he want to return? Will he and Francesca be flying first class, business class or economy?

Marco wants to leave on March 8 and return on March 14. He wishes to fly economy class.

2) Does Marco ask the travel agent to “hold the fare” or does he pay for it immediately?

After asking whether the travel agent can hold the fare, Marco decides to pay for the ticket immediately anyway.

3) Does Marco need to pick up his and Francesca’s tickets at the travel agent’s office?

No, he doesn’t. Marco and Francesco’s tickets are “e-tickets” or paperless tickets. That means they can just go directly to the airport.

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1) What was the project Yala was working on?

Yala was working on the launch of a global, harmonized performance management system that would provide a single, interlinked on employee performance for human resources worldwide.

2) What was her role in it?

Yala worked on localization and documentation for her business unit.

3) What did she do?

She coordinated with the sales team to provide them with pre-training on the system and to ensure that they could set all their targets.

4) What was the outcome?

The launch was successful. Yala’s efforts helped ensure that the launch of the new system had no negative effect on the bottom line (profit) of the company because of the seamless (smooth) transition into using the harmonized database.

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1) Does Alex put his success into an organized, articulate story?

Not realy. He focuses on details that are irrelevant to his interviewer rather than on those that draw attention to his positive personal attributes.

2) Does he present his accomplishment in a way that provides examples of skills and qualities that will be useful at his new job?

He has done a poor job of providing examples of how his experience demonstrates relevant skills and characteristics. For instance, he has not discussed how completing his Master’s thesis demonstrates qualities or personal characteristics that would be useful to his employer.

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1) Were Matt and Paula able to go to the tunnel face, that is, the end of the tunnel?

Yes. The tunnel had been filled with groundwater, but the water got pumped out the day before Matt and Paula’s visit.

2) What is the main point of interest that Matt and Paula pursue in the discussion?

Matt and Paula are interested in groundwater because this seems to be a problem in Stanley and Bill’s tunnel and because their device, the Vision Wireless Sensor, is excellent at detecting groundwater.

3) What are the advantages that Matt and Paula’s device have over traditional surveying methods?

Traditional surveying methods require a lot of cables, which get in the way; Matt and Paula’s device is wireless. Also, traditional methods usually require the use of high explosives (such as dynamite) and a large piece of a equipment, called a seismograph; Matt and Paula’s device is easy to use. Finally, the survey using Matt and Paula’s equipment can be conducted quite quickly, as opposed to older methods which take a long time and disrupt construction work.

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1) What does Stanley point out in the tunnel? What language does he use to draw everyone’s attention to it?

Stanley points out the new Aliva shotcrete concrete (UK grout) sprayer. Stanley says, “and do you see that over there?”

2) What are the advantages of the machine that Stanley describes?

“It gets the job done in half the time”; also, “flow control” (the rate and density the concrete is applied) is really what “sets it apart,” that is, distinguishes it from the competitor’s products.

3) Stanley mentions two safety hazards. What are they?

Unstable rock and groundwater are the two hazards Stanely mentions. He points out the scaffolding (supporting framework) at the end of the tunnel. This is supporting newly exposed rock which is unstable and may fall. The second and most important hazard is groundwater. This is water contained within the ground (i.e., the soil or rock). At greater depths the water pressure increases and there is a danger water could flood the tunnel.

4) What is the question that Paula asks Stanley about the hazards?

Paula is interested in the stability of the rock and groundwater. As we will see in BEP 85, the follow-on episode to this show, Paula is interested in these aspects of tunnel because of the product he and Matt are selling.

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1) Does Sherry let her guard down, or does she answer briefly and to-the-point with an appropriate level of formality?

Sherry always answers briefly and to-the-point. For example, she doesn’t take the opening small talk as an invitation to be informal; nor does she seem unfriendly.

2) Does Sherry seem well-prepared to talk about her experience?

Yes, obviously Sherry has carefully prepared for the interview, not just by being able to talk about her successes but also about her potential weaknesses.

3) 3) How does Sherry account for the gap in her resume?

She turns a weakness into a strength by talking about how mothering a child has taught her time management and how to deal with life responsibilities

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1) Is everything Alex says clear and to the point?

No, it isn’t. He responds inappropriately to Michael’s greeting “How are you doing?” with a serious response we might only expect from a good friend. He also seems to mistake the interview for an academic discussion by discussing his Master’s thesis in too much detail.

2) Does he seem overly friendly or informal at times?

Yes, as already indicated, Michael seems to be overly informal, or at least overly talkative. The jokes he makes do not present his skills or personality in the best light. He seems to say anything that comes into his head, which detracts from his professional image.

3) How does Alex account for the gap in his résumé?

2) He maintains that his Master’s thesis was the most important thing in the world to him, which may raise his potential employer’s doubts about his dedication to any future job.

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1) When will Lisa’s team have their next round of meetings?

Lisa isn’t sure exactly – she wants to play it by ear, that is, improvise. She’ll wait to analyze the results as they come in, then plan the next meetings.

2) What duties does Lisa assign during the meeting, and to whom?

Bryan’s team is going to conduct risk analysis on the new revolving credit products. Cecilia and Charles are meeting with Telos to discuss possibilities for cooperation. And James’ team is going to look into the issue of non-performing loans.

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1) When she reserved the room, Sarah asked for a dinner reservation. What is the name of the hotel’s restaurant? Which floor is it on?

When she reserved the room, Sarah asked for a dinner reservation. The name of the hotel’s restaurant is “Sky View”. It’s on the fifth floor.

2) What do guests need to bring with them to the fitness center?

They need to bring their room key in order to get in the fitness center.

3) How does Sarah pay for her room deposit?

Sarah pays for her deposit, as is usual, with a credit card.

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1) What kind of room does Sarah want?

Sarah wants a double-room with a balcony facing the courtyard, non-smoking if possible.

2) What extra request does Sarah have?

She asks the front desk attendant to book them a table in the hotel’s restaurant for 8 p.m.

3) Tony makes a mistake while taking Sarah’s reservation. What is it?

When Tony summarizes Sarah’s information at the end of the call, he says she will be staying from “Thursday, January 10th, to Sunday, January 13th.” From the way Tony has worded this sentence, however, it’s impossible to know whether he means that she will be staying 3 nights, and checking out on Sunday 13th, or staying 4 nights, including Sunday 13th, and checking out on Monday.

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1) Ricardo says he has heard that the Danish government is pretty far “right,” that is, conservative. But Lars seems to think that this has a good side. What is it?

About the Danish government, Lars says, “at least they’re trying to reduce taxes.”

2) Lars mentions that Brazil has won its bid to host the World Cup. Ricardo says that Brazil has a lot of work to do in which areas?

Ricardo says that Brazil has a lot of preparation work to do in infrastructure and security.

3) Lars talks about a certain kind of problem that has “cropped up,” that is, appeared or occurred during Brazilian President Lula’s presidency. What is it?

The problems that are cropping up, according to Lars and Ricardo, are “corruption scandals,” though, as Ricardo points out, Lula’s social policies are popular with the majority, that is, most of the people.

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1) Who is paying for the first round of drinks? How can you tell?

At the beginning of the dialog, Greg signals he’s paying for the first round of drinks by saying “This one’s on me.”

2) Who is the person who doesn’t drink?

Joanna doesn’t drink. She says though she likes a drink once in a while, tonight she is meeting friends, so she’d better not.

3) When it’s time for her to go, what excuse does Joanna make?

Joanna’s excuse has a four-part structure: 1. Interrupt if necessary; 2. Polite comment; 3. Excuse; 4. Say thank you. In Joanna’s case, her excuse is that she has to meet with friends, which she was careful to mention at the beginning so that no one would be caught by surprise.

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1) What are the two important productivity measurements that Derrick discusses with Wendy?

The first is the number of meetings that Wendy handles per day, that is, the number of customers she helps. The second is the average amount of time she spends on each meeting.

2) How does Derrick feel about Wendy making one-off (or special) solutions for each customer?

Derrick discourages Wendy from making one-off solutions because doing so causes efficiency to go down. He would much rather she be “steady and consistent” than spend a lot of time on any particular meeting.

3) What does Derrick advise Wendy to tell a customer who has not booked enough bandwidth?

Derrick tells her to be “polite but firm.” He encourages her to give the customer an option – either rebook or hold the meeting now with less bandwidth.

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1) How many meetings is Wendy handling per day at the moment?

She is handling 11 meetings per day. The original goal was eight, but she’s already up to 11.

2) What’s the main issue that Derrick wants to give Wendy feedback on?

As Wendy says herself, sometimes she “flies off the handle” a little when the pressure is heavy, that is, she loses her temper.

3) What advice does Derrick give Wendy to help her correct the problem?

Derrick says Wendy should take 10 deep breaths, try to put the situation into perspective, and ask her team leader for help.

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1) What does Jane mean when she says their competitor, Meyers, is its own worst enemy?

With the economy worsening, Jane feels that Meyers will not be able to continue or sustain its aggressive strategy of both releasing mid-range products to compete with Luminex and maintaining a leading position in the premium market. Meyers’ strategy will defeat itself, so Meyers is “its own worst enemy.”

2) The speakers describe their new strategy as an “ambush” that will “surround” Meyers. Why do they say this? What is the strategy?

They mean that when the economy starts to improve (consumer spending picks up) they can both refresh, that is re-release or re-advertise, their mid-range products as well as release a premium product to attack Meyers’ traditionally strong position in the high end of the market. Since this is attacking Meyers from both sides, it “surrounds” Meyers. Also, it will be unexpected, so it is an “ambush.”

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1) The first two speakers talk about “always being on the defensive” and “taking way too much flak.” What do they mean and what do they propose doing?

The first two speakers feel that while their main competitor, Meyers, has been attacking their market position and giving them fierce competition, they have been doing little to respond. They propose “setting their sights on” or targeting Meyers’ premium market position in order to fight back.

2) How does Jane’s point of view differ from the first two speakers?

Jane along with the other speaker note that because American consumer spending is going down, it is not a good time to move into the premium market. Jane believes it is wiser to “lay low” or to wait until spending improves to fight back.

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1) What is Mark Rand hoping to talk to Sylvie about?

Generally, he wishes to talk with her about the construction plan for 2008. Specifically, he would like to discuss “possible areas of cooperation.”

2) When will he be available to take Sylvie’s call?

“Tomorrow” any time between 8:30 and noon. She can also call him in the evening or on Wednesday.

3) How does Mark put a positive finish on the message?

He says, “Look forward to talking to you.”

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1) What did Frances hear from Joanna?

Frances heard from Joanna that there is a rumor that management thinks Jack is spending too much money on salaries.

2) Who did Michelle take off with?

Michelle took off with, or dated, Tony, who apparently was one of France’s ex-boyfriends.

3) Where does Frances tell Jack she has to go?

She says she has to go to the “logistics meeting” but it sounds like she is really going to spread the rumor.

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1) Who will Jack be meeting with after his chat with Jim?

Jack will be meeting with the U.S. production team.

2) What city might the Costa Rican plant move to?

Shanghai.

3) Why do the new owners want to move the factory out of Costa Rica?

The new owners want to move the factory to lower production costs.

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Bad Example 1) Does Amy answer the phone professionally?

No, she just says “hello.” She doesn’t say her name or her company’s name, nor does she ask how she can help.

2) Is Justin prepared?

No, he isn’t. He doesn’t seem to remember who he is calling, nor does he have his telephone number handy.

Good Example 1) How does Amy answer the phone?

Answering the phone professionally has four parts: 1. Greeting; 2. Company name; 3. Answerer’s name; and 4. Offer to help.

2) What is Mark calling about?

Mark is calling to discuss the construction schedule for 2008.

3) How does Amy make sure that she has got Mark’s correct phone number?

She checks back and confirms: “So that’s…. Is that right?”

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1) What does Bill mean when he says they’re facing a “bottleneck?” What is the bottleneck?

A bottleneck is the narrow part of the bottle under the mouth. Idiomatically, it refers to the part of a process which limits the speed or the point in a procedure that slows everything down. In this case, the bottleneck that Bill is facing is a lack of qualified engineers. That is, Bill urgently needs more engineers with special experience in order to meet production targets.

2) Why can’t Bill just retrain the engineers he has?

He’s going into production soon, but the case for the new product uses a completely different technology (stamped aluminum as opposed to plastic). He needs engineers who understand this material very quickly, otherwise the result is going to seem unprofessional, or, as he puts it (in slang) “half-assed.”

3) What is Mei Lin’s suggestion to speed up the recruitment process?

Mei Lin’s point is that her department is preparing for the fall recruitment drive, when the company recruits new hires from universities. So they are overworked and understaffed. Since Bill understands exactly what he needs, it would help speed up the recruitment of engineers qualified in the new technology if Bill’s team would help “drive” the process, that is, help out with the work in the recruitment effort by providing guidance and planning.

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1) What does Brenda mean when she says “veg out”?

This is a slang expression. “Veg” is short for vegetable. As Brenda says, “to veg out” means to relax. It usually refers to doing something that requires no mental effort, like watching TV. Imagine yourself sitting on the couch like a vegetable.

2) What are critics and what did they think about Rush Hour 3?

“Critics” are professional film watchers (journalists) who write reviews for magazines or newspapers. As Brenda explains, they didn’t pan it – that is say it was really bad – but they didn’t rave either – that is say it was really good.

3) How does Brenda like her coffee?

Brenda drinks coffee with no cream and sugar, but she likes Equal, which is a sugar substitute with no calories.

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1) What kind of expressions do Honesto and Megan use to make polite requests?

They use all kinds of expressions ranging from slightly formal to slightly informal, more and less indirect, including I was wondering if…, Do you mind me asking…, Would you…, You wouldn’t mind…, would you? and so on.

2) What type of training is Honesto taking part in?

Six Sigma, which is a method for increasing quality in any process.

3) Where is Megan from?

Atlanta, although she says has been working in South America for the last five years.

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1) LCD TVs produce a lot of heat. Why is this important to Brad’s sales pitch?

Forrest and Brown produces a line of conformal coatings which are highly resistant to heat, but safer and more environmentally friendly to use.

2) What are Andy’s main priorities in selecting conformal coatings to protect the circuit boards Stratos produces?

Brad identifies durability as one of Andy’s main concerns. Andy also mentions environmental and worker safety.

3) What are the main good points of the coating that Brad wishes to sell to Andy?

It uses a room temperature cure, that is, it does not require the use of extra heat in the application process. Also, there is little or no outgassing, that is the creation of harmful gases during application. Thus, it is safer to use.

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1) What does Brad think of the Stratos’ facility?

Apparently he hasn’t had time yet to visit the production line, but he says the people he’s met are “great.”

2) How long has Stratos been located in its current location?

About three years.

3) How long has Stratos been located in its current location?

All sorts of home appliances and consumer electronics, including everything from TVs and coffee machines to ac/dc converters and power supplies.

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1) How long will it take Swift to get back the investment in air conditioning?

Steve says Swift can get its investment back in under three years.

2) How much extra profit can Swift make per year by adopting Nick’s proposal?

Nick anticipates that Swift can make at least an extra $200,000 per year after the air conditioning system and insulation have been paid for in the first three years.

3) What specific action does Steve ask his manager’s to take?

Nick asks his managers to “authorize the purchasing department to request bids for the system.”

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1) What’s the highest temperature in the welding room?

On six days last summer, it hit 41°C.

2) What does Steve present first – the problem or the solution?

Following an indirect approach, Steve first presents the problem then the solution. By first making a convincing statement of an urgent need, Steve is preparing his audience to accept his solution.

3) What kind of strategies does Steve use to paint a vivid picture of the need for his solution?

Steve uses a number of strategies to make a convincing statement of the turnover problem. He starts with the origin of issue. Describing how the welding room gradually heats up during the day, he paints a vivid picture of the background to the problem. Then he uses a number of figures to show a real business need for addressing the problem because of its impact on the “bottom line” or profit of the company.

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Bad example 1) Whose needs does Franz focus on? That is, whose needs is he taking into consideration when he makes the proposal?

Franz is viewing the problem from the workers’ perspective. Of course there is nothing wrong with this, but from the management’s point of view, it is not very persuasive.

2) Why is Franz’s proposal so ineffective?

Franz is talking to his manager, so he should discuss the issue in terms of the management’s needs. He should explain the benefits of his proposal from the company’s point of view and talk about how they can save money and reduce staff turnover.

Good example 1) What does Steve do at the beginning of his presentation?

Steve starts by getting the attention of his audience, which is the first step in the Monroe Sequence for persuasive speaking. Steve combines two popular methods for getting attention: Making a startling statement and posing a problem.

2) Whose needs does Steve focus on – the workers’ or the management’s?

In his open attention-getting statement, it is already clear that Steve is focusing on making a clear business case for his proposal, which means explaining the benefit to management of accepting his proposal. In this case it is a win-win situation – what is good for management (saving money) is good for workers (better working conditions). But Steve is aware of his audience, so he focuses on the business need to be more persuasive.

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1) Who is McConnel and what do Jan and Jen think of him?

McConnel is the new CEO of Accent. They use three idioms two describe him: He has “stepped up to the plate,” “made a great pitch” and “keeps his eyes on the ball.” Discussed in detail in the debrief, these three idioms all have a positive meaning. We get the feeling that McConnel is energetic, dynamic, and has taken the initiative.

2) What do Jen and Jan say about Accent’s future in American market?

They have a little bit of a disagreement. Jen thinks Accent might “strike out,” that is fail, while Jan believes that McConnel is very aware and smart – “has his eye on the ball”.

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1) Do Jan and Jen think Accent’s takeover of TelStar was a good idea?

They seem to have a little disagreement on this issue. Jan says Accent “hit a home run,” that is scored a big success. Jen thinks the deal was “overpriced,” or too expensive.

2) Why was there a delay in the takeover?

Apparently the shareholders were “stalling for time,” that is, using delaying tactics to get a better deal.

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1)What is an I-94 form?

This is a landing card or a kind of record of your entry into the USA. It gets stapled (attached) to the inside of your passport and tells you how long you can stay.

2) What should passengers turn off before the plane takes off?

As is standard practice, in her pre-flight announcement the flight attendant requests all passengers to turn off electronic products because they might interfere with the plane’s operation.

3) Where does Alan want to go sightseeing?

Alan says he is going to take a weekend trip down to Las Vegas and the Grand Canyon, which is near Las Vegas.

4) What does Alan mean by “just pulling your leg?”

“To pull somebody’s leg” is an idiom that means to joke with someone or tease them. “I’m just pulling your leg” is a common expression that means “I’m just joking.”

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1) What row are Alan and Honesto sitting in?

Actually, they never say, but it must be somewhere between rows 43 to 60: When the loudspeaker calls these rows, that’s when they board the plane.

2) What should passengers turn off before the plane takes off?

As is standard practice, in her pre-flight announcement the flight attendant requests all passengers to turn off electronic products because they might interfere with the plane’s operation.

3) What does Alan mean by “murder a scotch.”

When Alan says he could, “murder a scotch” he is using an idiomatic expression to state a strong preference. He means he wants a drink of scotch whiskey.

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1) How does Sandy show that he is actively listening to Steve?

1) In addition to the active listening strategies we reviewed in BEP 53, throughout today’s part of the dialogue Sandy actively clarifies Steve’s complaint. Through his high level of sincerity and attention, he gives him the impression that he really cares. This is also a kind of active listening.

2) What does Steve need?

Steve’s ultimate need is for a warm room so that he can get his work done. But it’s important to emphasize that Steve also has an immediate emotional need, which Sandy likewise does a good job of addressing: Steve needs to have his anger acknowledged, which Sandy does by empathizing, listening and clarifying.

3) What steps does Sandy take to ensure that Steve is satisfied with the outcome of the call?

At the end of today’s dialog, Sandy checks to make sure that Steve is satisfied with the solution, then proposes follow-up action: He’ll call back in 30 minutes to make sure everything is OK.

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Bad Example: (You should also listen to the beginning of the debrief for a detailed explanation of the answers to these questions). 1) How does the customer, Steve, learn the service associate’s name?

Steve has to specifically ask the service associate, Jenna, for her name. This is not good customer service.

2) What is Steve’s problem?

Steve says his room is “freezing,” meaning very cold, and he can’t concentrate on his work.

3) How could Jenna have handled the complaint better?

First, Jenna should have empathized better with Steve’s problem and then should have shown interest and concern by using active listening techniques. Good Example: 1) When Steve says, “I’m at the end of my rope,” what does he mean?

As mentioned in the debrief, this means you’ve used up all of your emotional energy or patience. If you are very tired or very angry, you can say “I’m at the end of my rope.”

2) What does Sandy do to calm Steve down?

To calm Steve down, Sandy uses a variety of techniques that we’re studying during these two episodes on complaints: He has an empathetic response to Steve’s pain – that is, He shows his sympathy for him. Also, he shows his professionalism and sincerity by accurately identifying the complaint and he listens actively to Steve, giving him the impression that he really cares.

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1) Why doesn’t Mike want to come to the party if Tracy is there?

It’s hard to say. Mike is very vague about this, perhaps because he thinks it’s inappropriate or embarrassing to talk about. Jen gives us a hint—she says “You two kind of had a thing, didn’t you?” Again, she is very vague, probably to be polite (she doesn’t want to probe too much), but it sounds like some sort of romantic involvement, doesn’t it?

2) When should Mike show up at the party?

About 4ish, which means around 4 o’clock.

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1) What do you think Jen means by “ulterior motive”?

“Ulterior” literally means outside and “motive” is a reason, so Jen has kind of an outside or extra reason for inviting Mike to the party. Usually an “ulterior motive” is a selfish reason that you try to keep hidden from someone. By joking directly about her ulterior motive, Jen probably intends to avoid Mike feeling that her computer problem is the only reason she wants to invite him.

2) Is Mike a computer expert?

Mike says he “knows a thing or two about computers,” which doesn’t make it sound like he is a expert. But as we learned in this show, this is a kind of polite formula Mike is using because he is in a situation where it is socially appropriate to be modest, that is, not to brag about his ability.

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1) Why is the GM of Avitek unable to meet with Nick on Thursday?

He’s tied up – that is busy with – some government visitors until Friday.

2) How is the weather in Kiev?

Nick thinks it’s kind of chilly, but Oksana says it’s a warm spring.

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1) Has Nick been to the Ukraine before?

Yes, he has. He says he was in the Ukraine a two years ago, for business.

2) What day of the week is it?

Wednesday. Nick asks Oksana if she has the meeting schedule worked out for “tomorrow,” but Oksana has to inform Nick that the Avitek GM can’t meet until Friday. Then Nick asks if it’s really not possible to move the meeting “back up to Thursday.” So tomorrow is Thursday, which means today is Wednesday.

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1) When Steve asks for an appointment, what is Linda’s first response?

“Maybe just send me a brochure.” Instead of meeting with Steve, she just wants to see some promotional material.

2) What is Linda’s second objection?

She says she is very busy; she doesn’t have time. This is a very common objection, so you should be ready for this one.

3) How does Steve deal with Linda’s objections?

Obviously each objection requires a slightly different approach, but you notice that Steve deals with each objection briefly and respectfully. He acknowledges Linda’s concern, then turns around and asks for an appointment again. To use a tennis analogy that is common in business, this is “leaving the ball in Linda’s court.”

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1) What’s the main issue or problem that Linda sees with her current system?

Linda says that it’s “unwieldy,” which means it’s difficult to use or handle. This is the main issue. As Steve says, Linda’s current service is not centralized and it’s too complex. Also, Linda mentions that there are frequent technical problems.

2) What does Steve mean by a “one-stop” service?

Steve is selling one centralized service that handles all conferencing needs, including booking meeting rooms and audio, video and web conferencing. It’s a “one-stop” service because the customer only needs to use one supplier—one “stop”—to satisfy all its needs.

3) What does Linda suggest instead of meeting with Steve?

She wants him just to send her a brochure. But he successfully turns around this negative response in order to schedule a meeting with her.

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1) Does Linda’s company use audio and video conferencing?

Yes. In reply to this question, Linda says, “A lot.” This is a strong sign to Steve that he has reached a good prospect, or potential customer.

2) What is the benefit of the service that Steve is selling?

Steve says that using his service means “you can save money while dramatically increasing the effectiveness and efficiency of conferencing.”

3) How does Linda describe the current system?

Linda says that it’s “unwieldy,” which means it’s difficult to use or handle.

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1) Near the beginning of the dialogue, Penny changes the subject. What was the old subject and what is the new subject?

The old subject was “the speech” – probably a speech that they had just seen at the conference. The new subject is “the talent showcase,” where Penny has seen that George ran a marathon in his spare time.

2) Where has Penny seen George before?

Perhaps many places, but we can at least be sure that she has seen him in “the talent showcase.”

3) What is George’s hobby?

One of George’s hobbies is running. He has run a marathon.

4) What does George mean when he says “It’s not really such a big deal.”?

“Not a big deal” means it’s not very extraordinary. George uses this idiom to describe his participation in the marathon. This is a way showing modesty.

5) Is Penny going to join George in next year’s event?

Maybe. She says she is interested in giving it a try. And who knows? This could be the beginning of a romance.

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1) What office is Penny from?

The Kuala Lumpur office.

2) What does Penny think about the speech?

She says it’s “interesting,” though this may just be a way of starting a conversation with George.

3) Have Pat and George already met?

Yes. They met each other last year in Australia, though George doesn’t seem to remember Pat so well.

4) Does George have time to talk to Pat?

Apparently not. He has to make a phone call, though this may likely just be a polite excuse to end the conversation.

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1) How much money can Daneline Singapore save by outsourcing cleaning?

$50,000

2) Does Sam like pizza?

Apparently not. He says it’s “unhealthy.”

3) Does Dave agree with the strategy of outsourcing cleaning?

No, he thinks it’s “harsh,” that is not nice, to get rid of staff that have been working together with them for years. He also worries about what it will do to morale.

4) How does Dave suggest dealing with the brochure redesign?

Dave suggests a compromise: limited redesign. We can assume that this strategy will both save some money and keep some of the redesign benefits.

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1) What is the amount of the budget shortfall?

$154,000

2) Why doesn’t Sandra have a copy of the Agenda?

She has some IT problems and didn’t receive her email. She thinks the email server might be down.

3) How many possible cuts are under discussion?

10 areas have been identified for potential cuts.

4) What is the first item on the agenda?

Outsourcing cleaning of the office.

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1) What is William’s proudest achievement?

After being promoted to assistant manager, he reduced the non-performing rate of loans and revolving credit under his responsibility from 5% to .3%.

2) What is William’s greatest strength?

According to William, his greatest strength is his flexibility in perspective – his ability to analyze new ideas and concepts and to adapt to new circumstances.

3) What does William say is his greatest weakness?

William says his greatest weakness is his tendency to work too hard – he loves his job; however, he is learning to get his tendency to overwork under control.

4) Is William happy at his current job?

Earlier he says he loves his job; however, he also says that he does not feel that he has enough room for advancement at his current position.

5) Is William very concerned about compensation?

Apparently not. He says he trusts Mike to give him an offer that would be a fair amount for a person with his qualifications. Could this be a mistake?

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1) How is the traffic today?

It’s atrocious, which means very, very bad. Mikes says he is impressed that William made it on time.

2) How long has William been working at his current job?

For 10 years, first as a loan officer and for the past three years as a branch assistant manager.

3) What kind of business does he mainly handle?

Revolving credit and new and short- and long-term fixed asset loans.

4) How does William describe his personality?

He says he “thrives on challenge,” “works well under pressure” and would describe himself as “detail oriented” and “proactive.”

5) What does William mean by a participatory and situational leadership style?

Participatory and situational leadership style describes a way of managing that tries to use influence rather than authority to lead. Here participatory means encouraging staff to participate. Situational means to act according to how each different situation requires.

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1) What is Joe, the site engineer, worried about?

Joe’s worried that the A380 aft (rear) door might damage the new jetway extension.

2) Does Rudi think he’s right?

Yes. Rudi agrees with Joe and says that Joe is “on the ball,” which means to have ability and be alert.

3) How do they plan to respond to the problem?

Modify/change the jetway extension.

4) How does Wolfgang, the boss, feel about the solution?

Wolfgang is cautious about committing the company to “one offs,” special solutions that take time and resources but can’t be repeated for other companies. But he also thinks that the solution proposed by Joe and Rudi demonstrates AirMech’s good service attitude, and could be used as a marketing tool.

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1) Do Felipe and Sandy already know each other?

Yes. When Felipe hears that it’s Sandy on the phone, he jokingly says “Not again!”

2) What is the problem with Sandy’s computer?

She has accidentally deleted her email account in Microsoft Outlook, so she can’t receive email.

3) Is Sandy good with computers?

No. She herself admits that she’s not good with computers. Fortunately, Felipe’s directions are good. But, on the other hand, she could have just been using the computer problem as an excuse to talk to Felipe.

4) What else does Sandy want from Felipe, besides help with her computer?