1. 1 Good morning everyone and welcome.

2. Let’s get started.

3. The reason for our meeting today is...

4. I’d like to run through the agenda.

5. Kim sends her apologies...

6. John, would you like to say something about...

? Sorry to interrupt you, but...

8. Could you just let Maria finish?

9. I think we’re getting sidetracked here.

10. Thank you Robin, that was very useful.

11. Can I just sum up what we’ve said?

12. Can we move on to the next point?

CZEDtapescript

C*air: Hello, everybody. Thank you all for coming. It’s nine o’clock so let’s get started. This morning we're meeting to discuss all the financial aspects of moving our call centres to India. As you'll have seen, this is the main item on today's agenda.

Unfortunately, we’ve received apologies from Fernando Montero, our Computing Systems Director. He's stranded at an airport somewhere because of fog, so I'm afraid we’ll have to continue without him.

You've all received the minutes of our last meeting. Are there any matters arising?... OK, if no one has any comments, I'll move on to the next item and ask Alice Hewlett, Head of Customer Services, to report on her trip to India.

• ce Hewlett: Thankyou.Asyouknow.lv/entto Hyderabad and Bangalore last week to talk to two companies...

ANSWERS

2. 1 The purpose of the meeting is to discuss the

financial aspects of moving the company’s call centres to India.

2. b,c,e,h,i,j

3. 1 Hello, everybody. Thank you all for coming.

2. This morning we're meeting to discuss...

6. I’ll move on to the next item and ask Alice

Hewlett, Head of Customer Services, to report on her trip to India...

Listening 2: Interruptions and

c gressions

s is a continuation of the earlier meeting. Learners ca'i listen once to get the gist and then a second time *: sick out more details.

CZEBtapescript

x :e Hewlett: So. as I was saying, because the staff of both companies already speak excellent English, and have already had intensive courses about British culture, they only need to learn about our bank, and our products and services. Consequently, training costs would be very low...

Susan: Yeah, but you're forgetting the cost of laying off all our call centre staff in Britain.

Chair: Susan, you didn’t let Alice finish.

Alice Hewlett: Thank you. I'd like to add that I was easily able to find out that the starting salary for call centre staff in both cities is about 8,000 rupees a month, although the average salary is about 10,000 rupees, which is about $220. So I think that both quotes we've had are rather high, and we can easily negotiate with the companies concerned...

Susan: Well, I'm not at all convinced it's a good thing to have our customers' phone calls answered by people who work for a subcontractor, rather than by bank staff. I think a lot of people feel this way, and this could give us a lot of bad publicity. I also think...

Chair: I'm sorry, Susan, but that's not the question we’re considering today. We'retalking about the financial implications of contracting out our telephone operations. Does anyone have anything else to add on this topic? No? Well, Alice, can I just summarize the main points you’ve made...

ANSWERS

1. 6,8,9,11

2. 8 [Susan,] you didn’t let Alice linish.

8. I’m sorry, (Susan], but that’s not the question we’re considering today.

8. (Alice,] can I just summarize the main points you’ve made?

3. 1 False: The meeting is only abcut the financial