General English Level 6
Version 2.1
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GELEV6 Unit 05 Topic 01.doc
LISTENING 04 Mr Taylor’s telephone call - task
1. Read the questions.
2. Listen to Mr Taylor’s telephone call again.
3. Choose all of the things that Mr Taylor complains about.
4. Put a tick in the box next to Mr Taylor’s complaints.
1. Alex was eating his lunch while serving customers.
2. Alex did not help Mr Taylor with his request for a product catalogue.
3. Alex cursed Mr Taylor.
4. Alex had poor posture.
5. Alex demonstrated bad body language.
6. Alex didn’t iron his clothes.
7. Alex wasn’t at the reception when Mr Taylor arrived.
8. Alex gave Mr Taylor short and unhelpful answers.
9. Alex had bad breath.
10. Mr Taylor had to wait a long time for Alex come out to the reception.
LISTENING Comprehension
1. Read the questions.
2. Read the PowerPoint presentation again.
3. Listen to Carol and Mr Taylor’s telephone call again.
4. This time choose all of the things that Carol did during her conversation
with Mr Taylor.
5. Put a tick in the box next to the things Carol did
1. Let the person get it off their chest.
2. Paraphrased what the client says.
3. Asked appropriate questions.
4. Spoke rudely and aggressively.
5. Spoke clearly and calmly.
6. Identified what the problem was.
7. Took offence at the customer’s anger.
8. Argued back with the customer.
9. Used positive expressions.
10. Used clear and simple language (no jargon)
11. Offered a solution to the customer’s problem.
12. Apologised to the customer.
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