General English Level 6 Version 2.1 © 2004 acl Pty Ltd GELEV6 Unit 05 Topic 03.doc UNIT 05 Business matters TOPIC 03 Getting it right  LISTENING 01 Carol’s advice Carol has received a phone call and a letter of complaint about Alex's treatment of a customer at reception. Carol wants to talk to him about his behaviour. Listen to the conversation between Alex and Carol.  LISTENING 02 Carol’s advice - task 1. Look at the questions. 2. Listen to your recording. 3. Choose the correct answer. 4. Tick the box beside the answer. 1. Carol tells Alex that Mr Taylor was unhappy with the service he received.  TRUE  FALSE 2. Mr Taylor told Alex he was there for an appointment.  TRUE  FALSE 3. Carol is very disappointed and upset by Alex’s behaviour.  TRUE  FALSE 4. Carol tells Alex that eating at reception is unacceptable.  TRUE  FALSE 5. Carol thinks body language is more important than spoken language.  TRUE  FALSE 6. Carol thinks looking at someone when you speak to them is probably the most important part of body language.  TRUE  FALSE 7. Alex will try to do the things Carol has suggested.  TRUE  FALSE 156