• You will hear five short recordings.• For each recording, decide what the spe

Woman: I’m just ringing to tell you about the positive feedback we’ve had on the presentation you gave the other day. I really appreciate you collecting the relevant data. Most of our staff hope to have a further discussion with you about the projection.  And looking at the feedback forms, it seems the only complaint was about the size of the room.

Man: Before we begin, I’ve been asked to tell you that Dr. Newman has been delayed. That means he won’t make it in time for his presentation on "Dealing with Complaints". Unfortunately, we have to cancel the session for the moment and anyone who signed up for it should now choose between the other two sessions which are running at the same time in the afternoon. Thank you. And now, I’ll hand you over to Margaret.