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Section 1.
You will hear a conversation between a customer service representative and a customer who demands a full refund. First, you have some time to look at questions 1 to 4. You will see that there is an example which has been done for you.
On this occasion only, the conversation relating to this will be played first. Hello and welcome to Under Pressure Enterprises, customer service department. This is Kelly.
How may I help you? Yes, I am calling about one of your rice cookers I just purchased. The customer says that he is calling about one of the rice cookers he just purchased.
So, rice cooker has been written in the space. Now we shall begin. You should answer the questions as you listen, because you will not hear the recording a second time.
Listen carefully and answer questions 1 to 4. Hello and welcome to Under Pressure Enterprises, customer service department. This is Kelly.
How may I help you? Yes, I am calling about one of your rice cookers I just purchased. What seems to be the problem, sir?
Seems there is no seeming about it. The blasted thing shoots hot steam all over the place. That is what?
It nearly scolded my hand when I went to open it. Why it could have killed the cat or something? It could have exploded and killed my wife and me.
Sir, please calm down. As long as the steam escapes the cooker, it won't explode. So you are telling me there is no problem?
Are you calling me a liar? Sir, no one is calling you a liar. Yes, so I demand a full refund.
Under Pressure will be happy to refund your money, sir. Now, I just need some basic information. Okay, okay.
Sorry, I do tend to get a little hot under the collar. My wife tells me to slow down. So what do you need to know?
Sir, don't worry. I just need to ask you the model number of the cooker. Hmm.
Where are my glasses? Ah, here. Let's see.
Ah. It's R242. R242, okay.
And how much did you pay for the product?
89 pounds, 99. It was on sale, I guess I should tell you. Thank you.
That's honest of you. Now, where did you buy the cooker? Which store and which branch?
At that big electric life-applying store downtown. The city centre branch? That's the one.
And you say the problem is that the steam escapes? Yes, it does. No problem, sir.
If their steam escaping, clearly the cooker is broken or defective. So we have an R242 cooker with an escaping steam problem. It was bought from electric life city centre branch for 89.99.
Is that correct? Yes, that is correct. Oh, I nearly forgot.
When did you buy the cooker? Just as soon as my wife got the crazy idea, she'll live longer if she stops eating good English food, roast beef and mash. No, all she says she wants is rice and vegetables and sauces you'd not soak your feet in.
Before you hear the rest of the conversation, you have some time to look at questions 5 to 10.
Now listen and answer questions 5 to 10. Sir, sir, when did you buy it? Oh, there I go again.
Let's see. We bought it just 6 months ago. We hardly use it either, but 6 months is that too long?
I mean for the warranty. Very well, that's well within the warranty period. Now, what's your name and address?
Name and address? What for? Sir, it is company policy.
If you want your money, you must inform me. Money you say? Oh, my name is Herbert Hewitt and my address is 84 Park Road.
Is that here in Coventry? Yes, the postal code is B0241DJ. But I don't think sending things in the mail is very secure or very efficient.
I mean... Don't worry, Mr Hewitt. Don't worry.
We can credit the money to your credit card. You do have one, don't you? Yes, that's how we paid for the cooker.
Oh, yes. We still have the number on the computer. I only need to ask your card's expiry date.
I'm afraid I never give that sort of information out. I mean once you have that, anyone could go charging things and... Sir, I said your expiry date.
Not your card's password. Oh, yes. Foolish me.
Of course, you didn't say password. Let's see. That will be April 2008.
April 2008. Very well, your card still has nearly two months left to go. We'll get that refund right to you probably by five o'clock this evening.
You had better. If I don't get my money, wait, wait. Yes, I know I'm losing my temper again.
I really am sorry. I haven't had my medicine today. And sir, just one more question for our records.
How often do you go shopping at the city centre branch? Oh, well, it's hard to say. I suppose maybe once a month.
But I can tell you this. If I don't get my refund, I'll never shop there again. I think it's time to start looking for another job.
That is the end of
section one.
You now have half a minute to check your answers.
Now turn to
section two.
Now turn to
section two.
[BLANK_AUDIO]
---
you will hear a reporter talking on the radio about an artist's exhibition look
at questions 11 to 18
as you listen to the first part of the talk answer questions 11 to 18
and now for some information on local events and activities
a couple of announcements for art lovers and budding artists alike
first a new collection of artwork is going on show to the public next month
in the form of an artist's exhibition
the exhibition will include many different types of art
over a hundred different pieces by 58 artists from the local area
it's being held at the Royal Museum, which for those of you who are unfamiliar with the area
is located opposite the library in West Street right on the corner
the actual address is number one Queens Park Road, it isn't difficult to find
the exhibition will run for nine weeks and will begin on the 6th of October
and continue until the 10th of December
so there's plenty of time for you to go along and have a look
and I'm sure that will be worth doing
what will you see there? Well amongst the items on display
will be some exciting pieces of modern jewelry, furniture, ceramics, metalwork and sculpture
to give you some examples local artist Kate Maine will be there to discuss her collection of pots and bowls
that she has made to resemble garden vegetables
they're the sort of thing that would brighten up any dining table
and range from things like yellow cabbage shaped bowls to round tomato shaped eapots
prize winner Cynthia of course will also be there to talk about her silver jewelry
all of which she produced using ideas from the rural setting of her country home
some of her rings are quite extraordinary and have beautiful coloured stones in them
or if you prefer sculpture there's plenty of that too
take for example Susan cup sculpture of 25 pairs of white paper shoes
it sounds easy but believe me it looks incredible
all of these items along with many others will be on sale throughout the exhibition period
as part of the exhibition there will be a series of demonstrations called face to face
which will take place every Sunday afternoon during the exhibition
and these will provide an opportunity for you to meet the artists
now look at questions 19 and 20
as the talk continues answer questions 19 and 20
the second set of activities are for those who would prefer to indulge in some artwork themselves
the artists conservatory are holding a series of courses over the autumn period
the courses cover all media and include subjects such as Chinese brush painting
pencil drawing and silk painting all the tutors are experienced artists
course sizes are kept to a minimum of 15 and there will be plenty of individual assistance
all the sessions offer excellent value for money and the opportunity to relax in a delightful rural setting
these are very reasonable and include the use of an excellent studio and access to the art shop
which you will find sells everything from paper to CDs
and they also include the provision of all materials
for more information on dates, cost and availability
you should get in touch with the program coordinator on 4592 839 584
or go direct to the website which you will find
that is the end of
section 2
you now have half a minute to check your answers
---
You will hear a discussion between Fiona, who is the head of a college drama department
and a new tutor called Ed, who is preparing to run a voice coaching workshop for drama
students. First, you have some time to look at questions 21 to 26. You have a question 21 to 26.
You have a question 21 to 26. You have a question 21 to 26. You have a question 21 to 26.
You have a question 21 to 26. You have a question 21 to 26. You have a question 21 to 26.
You have a question 21 to 26. You have a question 21 to 26. You have a question 21 to 26.
You have a question 21 to 26. You have a question 21 to 26. You have a question 21 to 26.
You have a question 21 to 26. You have a question 21 to 26. You have a question 21 to 26.
You have a question 21 to 26. You have a question 21 to 26. You have a question 21 to 26.
You have a question 21 to 26. You have a question 21 to 26. You have a question 21 to 26.
You have a question 21 to 26.
Now listen carefully and answer questions 21 to 26. Right, Ed. Well, I'm delighted that you've joined the drama department.
Now, part of my job is to support you
during your probationary year. So, let's ensure that you're clear about what you'll be doing
in the first voice coaching workshop you run next week. OK.
I'll be observing you working with the students
as you show them how to project their voices on stage. I'll be evaluating how you cope with the practical activities
as well as the theory. And if all goes well, you'll then have finished
the final stage of your voice coach diploma.
That'd be great, Fiona. Anyway, I've fought through the workshop
and I've done a plan to highlight the key areas I intend to cover. Good.
Let's look at your plan. OK. So, let's see.
I'm glad you've thought about seating patterns. You say you want to begin with the student sitting
in star-shaped patterns. That's fine.
There are various seating patterns you can use at this stage. I like training sitting cross-legged in a circle. Other people like students in rows.
But actually, all these can be represented diagrammatically,
which would be clearer than going into lots of detailed explanations
like you've done here. Oh, OK. But it doesn't matter which one I use at the beginning of a workshop.
It's whatever you feel comfortable with. Fine. So, in the initial phase, I explain the objectives of the session.
OK. Then, in the first activity, you say they should quickly rise,
walk briskly around the room. Weaving in and out to avoid each other.
Yes. I think it's important that they don't get in each other's way
and that they learn to move within a confined space. Aware of other people, but primarily concentrating
on their own thoughts.
Absolutely. But in your plan, you've omitted to mention that in the second activity,
you will get the students to pair off. So, you need to rethink that section.
And include reasons why it's essential for them
to listen to each other talking. It doesn't matter what they actually say. And at the same time, get them to think about their posture
because that governs their lung capacity
and most crucially, their breathing.
Right. We'll do. OK.
Of course, a common issue in the UK
is that we rehearse in small rooms, then transferred to a larger stage. So, bearing in mind that voice projection is not shouting,
later in the course, you'll need to work in a much bigger space. Does it have to be an enclosed space?
I suppose it does because ultimately they're going to work in a theatre. Ideally, an enclosed space. But there's no reason why you couldn't go somewhere outdoors,
although I'd avoid a very public space like a park.
Right. Thanks. Now, your next activity on how to convey emotion on stage is fine.
But your selection of texts for the students to experience emotional depth
leaves a little to be desired. It's not enough to include a few extracts that you find enjoyable. You need to consider the different kind of emotion
that each extract should present.
From sorrow through to ecstasy. And classical stuff is all well and good,
but include many more contemporary sources. I understand.
Before you hear the rest of the discussion,
you have some time to look at questions 27 to 30. Now, listen and answer questions 27 to 30. Now, out of the 20 books you list,
some are more useful than others,
and I think you should flag up the disadvantages
so that people don't waste money buying them.
Take vocal instruction. I know I recommended it for you to read for its historical perspective,
but bear in mind it was written 30 years ago,
and it shows. Yeah, agreed.
I thought improve your accent was interesting,
but it's very narrow in its outlook, don't you think? Well, I'm not sure it's interesting. And another one you need to warn people about
is the Act as Handbook.
It's an expensive book, very useful,
but according to the publishers,
they're going to reissue it with new colour photos,
and at the moment it's out of print. There aren't any second hand copies out there,
so tell them not to waste time looking for it. Oh, right, I didn't know that.
There's one more that I want to mention,
and that's Confident Voice Delivery. It exaggerates its claims on how to be successful
to such an extent that I think it is positively misleading. But, maybe unbiased.
Okay, I'll make a note of that, thanks. So, the other.
That is the end of
Part 3. You now have 30 seconds to check your answers to
Part 3.
---
Now, turn to
Section 4.
Section 4.
You will hear a lecturer giving a talk to psychology students about people's sense of smell. First, you have some time to look at questions 31 to 40. You have some time to look at questions 31 to 40.
Now, you have some time to look at questions 31 to 40. Now, you have some time to look at questions 31 to 40. Now, listen carefully and answer questions 31 to 40.
Good afternoon. So far in this course on perception, we have focused on sight. Today, we're going to move on to consider a sense that has received rather less attention in the literature on human perception.
That is, our sense of smell. It's often said that our ability to sense smells is much less developed than that of animals such as the dog or a fish, such as the shark or, of course, the creature, which is believed to have the most acute sense of smell of all, the bear. Yet, it seems that this belief that the human sense of smell is weak might actually be a misconception.
According to a number of recent studies, our noses are sensitive instruments that influence us in surprising ways. Settle smells can change your mood. Smell can even influence what you go for when you have to make choices.
Perhaps about whether to buy something or not. Yet, the power that smell has over us is, by and large, not something that we are aware of. So the big mystery is why it is subconscious.
One possible reason is that our noses aren't well equipped to detect the source of an odor and so we dismiss it. Let's look at some practical examples of how smell can influence us. The power of smell will be no news to estate agents.
They often suggest that people who want to sell a house arrange things so that there is a smell of newly baked bread on the property to encourage viewers to want to buy it. But there are more subtle and surprising effects too. For instance, Dutch researchers carried out a study into the impact of smell in a nightclub.
They discovered, rather to their surprise, that when the aroma of oranges was pumped into the venue, the guests partied harder. They danced more, raided their night as more enjoyable, and even thought the music was better than when there was no added scent. Another study found that the hint of a smell wafting out of a hidden bucket of lemon scented detergent was enough to persuade students to clean the communal kitchen after using it, even though the vast majority of them hadn't actually registered the smell.
Other work has found that scent can influence our cognitive skills. A study this year gave participants a task to test their decision-making abilities. It found that subjecting people to a new smell, either good or bad, let people relying on their emotions to make a decision, rather than relying on logic.
As a result, these people performed significantly worse than normal when doing the task. Our sense of smell may even help us to pick up on how those around us are feeling. It has been shown that certain animals can smell each other's fear.
Is it possible that humans can do the same thing? To test the idea, one team of scientists took sweat samples from people doing a skydive for the first time. They also took sweat samples from the same people after they had worked up their sweat in a gym, a situation where no fear is involved.
They presented the different samples in turn to a series of subjects who did not know the reason for the experiment. As they did this, the scientists observed the subject's brain activity by means of a scanner, and they saw a much stronger reaction to the skydive sweat. The team of scientists next tested whether the smell of fear sweat, that is, the sweat of the skydivers, affected people's responses to various facial expressions.
Normally, people pay more attention to angry faces because they pose a threat. However, after smelling the fear sweat, the participants gave the same amount of attention to neutral facial expressions. Despite the impact of smell, most people seem totally unaware of how they are being affected by sense.
However, some psychologists have been trying to train people's noses. They persuaded 32 students to wear blindfolds and ear defenders and see whether they could sniff out a trail of chocolate. They found that after three days of practice, the students were all much more accurate in following the trail.
Further evidence of our ability to train our noses comes from a chef who lost her sense of smell after an illness. Knowing that her job depended on her having a good nose, she trained herself gradually by sniffing spices for 10 minutes a day. Gradually, her ability to smell returned.
Now, let's talk on about the...