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[Pause]
Nowlistentotherecordingsagain. [Pause]
SectionTwo.
Questions18to22.
Rouwillbearanotherfiverecordings.
Foreachrecording,decidewhatthespeaker'spurposeis. Writeoneletter(A-H)neRttothenumberoftherecording. DonotuseanRlettermorethanonce.
AfterRouhavelistenedonce,replaRtherecordings. Rouhave15secondstoreadthelistA-H. [Pause]
Nowlisten,anddecidewhateachspeaker'spurposeis. [Pause] Eighteen Man:
Hello.ThisisGuRCooperfromCentronElectronicshere.IbelieveRourangforsomeadviceaboutRouralarmsRstem,whichisn'tfunctioningproperlR.ThemessageIgotsaidRouweren'tsureifRouneededsomeonetocomeandsortitout,orifwecouldadviseRouoverthephone.WellperhapsRou'dliketogetbacktomeassoonasit'sconvenientandtellmeeRactlRwhattheproblemis,andI'llseewhatIcando.
[Pause] Nineteen Woman:
Well,asRousaR,RedlonhasbeensupplRingusforRearsbut,quitehonestlR,two-thirdsofthecomplaintswereceiveaboutourproductsareactuallRduetofaultsincomponentswe'vehadfromRedlon.SoItalkedtotheProductionManagerandheagreedthatIshouldlookatsomealternatives.FutureWorld'srangeisfineforus,andoneoftheircustomerswhoIspoketorecommendedthemhighlR,sothat'swhRwe'vechangedtousingthem.
[Pause] TwentR Woman:
Thecompetition'sgettingtougher,andRouknowwe'refacingseriousproblems.WeneedtoseemorebenefitfromtheundeniablRhardworkwe'reputtingin,andthismeanssaRingnotojobswhicharen'tprofitable.Itwouldbemuchmorebeneficialtoputalloureffortsintowinninghigher-margincontracts.SothewaRIfeelRoucanhelpmostisbRidentifRingthetRpesofcontactswhichwillbringintheincomeweneedinordertoensureourfuture.
[Pause] TwentR-one Man:
JohnWoodshere,phoningabouttheprojectwediscussedearlier.CouldRougivemearingsothatwecantalkaboutitabitmore?I'vedoneafewcalculationsandI'mbeginningtowonderwhetherit'sreallRapracticalproposition.Istillthinktheproject'sgotpotential,buttherearesignificantadditionalcostswhichwehadn'ttakenintoaccount.SocouldRougetbacktomeassoonasRoucan,please?
[Pause]
TwentR-two Woman:
Hello,SallRhere,fromPagwellPaints,returningRourcall.I'mverRsorrRRouaren'thappRwiththelatestconsignmentRou'vehadfromus.It'sratherstrange,becausefollowingRourcomplaintaboutthelastdeliverR,wedidinfacttakeactiontochangethespecificationsinthe
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waRRousuggested.Soitisn'tquitefairtosaRthatweignoredRouradvice.Iknowit'simportanttoachievetheconsistencRthatRourequire,butperhapsRourrecommendationwasn'teRactlRwhat'sneeded.
[Pause]
Nowlistentotherecordingsagain. [Pause]
ThatistheendofPartTwo. [Pause]
PartThree.Questions23to30.
Rouwillhearthechairmanofabusinessinstitutemakingaspeechaboutnewbusinessawardsthathisinstitutehassponsored.
Foreachquestion23-30,markoneletter(A,BorC)forthecorrectanswer. AfterRouhavelistenedonce,replaRtherecording. Rouhave45secondstoreadthroughthequestions. [Pause]
Nowlisten,andmarkA,BorC. [Pause] Man:
WhoarethemanagersofthebestinnovationdevelopmentsinBritishindustrR?ThatwasthequestionwhichthefirstBusinessTodaRInnovationAwardssetouttoanswer.Thisprojectisallaboutrewardinggoodpracticeandperformance.So,ratherthansimplRrecognisingeRcellenceinthedesignofspecificproducts,oranalRsingtheirfinancialimpactonprofits,theawardssetouttotakeanobjectivelookateRactlRhowcompaniesmanagethedevelopmentprocessitself.OverthreehundredandfiftRorganisationsenteredthecompetitionandwereinitiallRreducedtoaboutfortR.Then,afterfurthercarefulchecking,ashortlistofjustfourteenofthemwasarrivedat.Thesefinalists,allmanufacturers,werethenvisitedbRthecompetitionjudges,apaneloffourchiefeRecutivesfromleadingcompanies.Thepaneltouredthefinalists'facilities,receivedpresentationsonthecompaniesandtheirprojects,andinterviewedthekeRdevelopmentteammembers.TheproductsvariedenormouslRintheirscale,functionanddegreeoftechnologR-frombreadforasupermarketchaintoaprinterinsideanautomaticcashdispenser.InitiallRtheorganiserswereconcernedthatthisrangecouldcreatedifficultiesintheassessmentprocess.Butthisfearprovedbaseless,asmostelementsintheinnovationprocessaresharedb;allmanufacturers.InterestinglR,thefinalistsbrokedownintotwodistinctandequalgroups:largefirmswithonethousandemploReesormoreandsmallfirmswithtwohundredandfiftRemploReesorfewer.Withbothgroupsthejudgesdecidedtoconcentrateontwooftheclearestindicatorsofasuccessfulinnovationprocess,whichare:howwellthenewproductiscombinedwiththecompanR'seRistingbusiness,andsecondlR,howwelltheinnovationmethodsarerecordedandunderstood.SmallfirmsnaturallRtendtodowellinthefirstcategorRsincetheRhavefewerlaRersofmanagementandthusmuchshortercommunicationlines.ButtheRseemtoputlessemphasisoncreatingformaldevelopmentmethodswhichwouldberepeatableinfutureinnovations.Largefirms,ontheotherhand,havedifficultRintegratingthenewdevelopmentwithintheireRistingbusinessforreasonsofscale.ButtheRtendtosucceedinachievingwell-documentedandrepeatabledevelopmentmethods.Thisisbecauselargercompanies,withtheirclearemphasisontraining,fiRedmanagementstructureandadministrativesRstems,requiremoreformal,dailRrecord-keepingfromtheirstaff.SowhatwerethekeRquestionsthejudgeshadinmindwhenassessingthefinalists?OneofthemostimportantareasconcernedhowthoroughlRacompanRcheckswhatishappeninginotherfieldsinordertoincorporatnewideasintothedevelopmentprocess.ManRofthefinalistsimpressedinthearea.Natura,foreRample,haddemonstratedgenuineenergRinsearchingfornewwaRsofproducingtheirrangeofspecialitRbreads.TheRhadlookedatstRlesofhomecookingindifferentcountries,a:wellasthepossibilitRofeRploitingnewpr
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oductiontechnologiesinordertoachieveequallRgoodresultsbutonahigh-volumeproductionline.Whatthenoccupiedmuchofthejudges'thoughtswasthequalitRofthelinkswhichthedevelopmentteamestablishedwithseniormanagement,suppliers,themarketandmanufacturing.ThebesteRamplesofthefirstcategorRwerefoundinsmallfirms,wheretheindividualentrepreneuratthetopwasclearlRdrivingtheinnovationforward.Linkswithsupplierswerealsoseenasanimportantfactor,butnotallsuppliereRperienceswerepositive.OccasionallRseriousproblemshadtobesolvedwheresupplierswereworkinghardtomeetspecifications,butthecompaniesthatthesupplierswereusingtoadapttheirmachinerRwerenotsoefficient.This,ledtodisappointingfaultsorfluctuationsinqualitR.Butinconclusiontheawardsdemonstratethatinnovationisn'tjustforhigh-techinternetcompanies.Roucanalsobesuccessfulinmaturemarketswithdeterminationandskill.
[Pause]
Nowlistentotherecordingagain. [Pause]
ThatistheendofPartThree.
RounowhavetenminutestotransferRouranswerstoRourAnswerSheet.
Note:Teacher,stoptherecordinghereandtimetenminutes.Remindstudentswhenthereisoneminuteremaining. [Pause]
Thatistheendofthetest.
TEST2
PartOne.Questions1to12.
Rouwillhearthreetelephoneconversationsormessages.
Writeoneortwowordsoranumberinthenumberedspacesonthenotesorformsbelow. AfterRouhavelistenedonce,replaReachrecording. ConversationOne. Questions1to4. Lookattheformbelow.
Rouwillhearawomancallingabouttrainingcourses. Rouhave15secondstoreadthroughtheform. [Pause]
Nowlisten,andfillinthespaces. Man: Goodmorning,OakleafBusinessTraining.HowcanIhelpRou? Woman:
Hello,mRname'sEnidStevens,ofAppleRardSmith.I'vebookedtwoone-daRcourses,butnowIneedtochangeoneofthem.
Man: LetmegetRourdetailsuponthescreen.Right,Rou'vebookedReportWritingneRtmonth... Woman:
Res,thatone'sOK.It'sTakingMinutesthatIcan'tmanage,ontheeighthofJulR.DoRouknowwhenit'srunningagain?
Man: Letmesee.NotuntiltheeighteenthofSeptember,I'mafraid. Woman: Thatsoundsfine.Oh,IthinkI'llbeabroadthen. Man: Thenthere'sthefirstandthethirteenthofOctober. Woman: I'dlikethelaterdate,please. Man: Fine,I'llchangeRourbooking. Woman:
Anotherthing;itsaRsinRourbrochure,everRoneattendingacoursegetsacertificate,butIhaven'treceivedonefromacourseItooklastJanuarR.
Man: I'msorrRaboutthat.Whichcoursewasit? Woman: Somethingtodowithdealingwiththepublic?
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Man: ThatmusthavebeenCustomerService. Woman: Soundsfamiliar. Man: OK,I'llputitintheposttodaR. Woman: ThankRouverRmuch.GoodbRe. Man: GoodbRe. [Pause]
Nowlistentotherecordingagain. [Pause]
ConversationTwo. Questions5to8. Lookatthenotebelow.
RouwillhearawomanringingaboutproblemswithanewtelephonesRstem. Rouhave15secondstoreadthroughthenote. [Pause]
Nowlisten,andfillinthespaces. Man: Hello,SwinburnTelecoms. Woman: I'dliketospeaktoTonRWilson,please. Man: I'mafraidTonRisn'tavailable.CanItakeamessage? Woman: Resplease.I'mSheilaDallas,fromWorldnet. Man: Right.
Woman: I'mringingaboutthetelephonesRstemRourfirminstalledhereResterdaR.We'renot happRwithit. Man: Ohdear.Whatseemstobetheproblem? Woman:
Firstofall,RourengineersaidthatwiththenumberofeRtensionswe'vegot,siRoutsidelineswouldbeenough,butweaskedforeight,andanRwaRRou'vechargedusforthelargersRstem.
Man: Right,we'lllookintothat. Woman:
Then,wheneverwetrRtotransfercallsfromoneeRtensiontoanotherwelosethem.We'refollowingtheinstructions,butitjustdoesn'twork.
Man: Isee. Woman:
AndfinallR,couldRouaskTonRtochecktheinvoice,please?Hepromisedusadiscountoninstallation,whichisshown,andoneontheequipment,butthatisn'tthere.
Man:
Right.I'msorrRaboutallthat.I'llgetTonRtocontactRouassoonashe'sfree.Woman:ThankRou.GoodbRe.Man:GoodbRe.
[Pause]
Nowlistentotherecordingagain. [Pause]
ConversationThree. Questions9to12. Lookatthenotebelow.
Rouwillhearawomancallingaboutthearrangementsforameeting. Rouhave15secondstoreadthroughthenote. [Pause]
Nowlisten,andfillinthespaces. Man: Goodmorning.MarketingDepartment.PeterMenziesspeaking. Woman: Hello.CouldIspeaktoJohnFitzgerald,please? Man: I'mafraidhe'snotintheofficeatthemoment.
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