1A 2C 3B 4C 5C 6B

7B 8B 9B 10C

PRACTICE 1
1. W-Am Hello. I'm calling about my tickets for tonight's baseball game. I'm hoping to
upgrade my seats so we can sit closer to the field. The reservation is under my name:
Joanna Reynolds.

The reservation/booking is under ... name:

2. M-Cn Good morning. This is Westerly Travel's customer service. How may I help you?

W-Br Yes, I was supposed to take the two P.M. from Denver to Colorado Springs, but it was
canceled. I need to book a different train. I am presenting at a trade show first thing in the
morning, so I'm hoping you can get me on another train today.

Cấu trúc: be supposed to do something

a) am/is/are supposed to do something: sẽ/nên làm gì trong tương lai gần

Ex: We are supposed to plan the holiday party.

b) was/were supposed to do something: lẽ ra đã phải làm gì (nhưng không làm)

Ex: We were supposed to plan the holiday party. (The truth: we didn’t/ someone else did)

Hope (that) + S + V/ Hope to V

3. M-Au Amina, how are plans progressing for the September release of our new model of
mobile phone?

W-Br Good. Right now, the marketing department is looking at advertising options and
thinking about the best way to get maximum exposure in the media.

Disease progression

Am = American/ Au = Australian/ Br – British/ Cn = Canadian

4. M-Cn Marcella, we have a problem with the business conference we're hosting next
week. I just got a call from the conference center, and they said there's been water damage
to three of the meeting rooms.

5. W-Am Let’s get this product-innovation meeting started. Sales of our fruit-and-nut bars
have been strong, so we'd like to develop some other types of snack bars. What do you
recommend, Stan?

Let’s get started: hãy cùng bắt đầu

A bar of chocolate/ A protein bar/

6. M-Cn Molina's Office Store. How can I help?

W-Am Hi. I've been trying to order a product on your Web site, but every time I get to the
checkout screen, everything freezes, and I can't place the order.
7. W-Am Hello, Forest Grove Photography Services. How can I help you?

M-Cn Hi, I'd like to get a photographer to cover our event. It's a charity basketball game
next Tuesday night. I was hoping to get Thomas Zukowski. He works for you, right?

8. M-Cn Hello, this is Ian Nelson from Regal Bathrooms. I'm following up to make sure
that you're pleased with the job our workers did in your house.

Bathroom /BATH-ru

9. W-Br Hello. I heard an announcement on the radio about the garden show you're
organizing. They said it's running all week, and there will be several demonstrations about
innovative gardening tools. Could I attend the demonstration scheduled for Wednesday?

10. W-Br I like your idea, Mark, about producing a new line of touchless, voice-activated
smart lamps. But if we were going to do that, we’d need to hire a new consultant familiar
with that technology, which would not be cheap.
PRACTICE 2
11A 12C 13A 14B 15D 16A
17B 18B 19A 20B

11. M-Au Hi, Sarika. We need a new assistant manager here at Jeera Groceries. You've
been one of our best cashiers for two years now. Are you interested in the position?

12. W-Am This is Marcy Ardmore at Sladen Motors. Some automotive parts we ordered
from your factory haven't arrived at our dealership yet.

13. M-Au OK, Marion, the new health-care software is all set up on your computer. It
should be pretty straightforward to use. But call technology support if you run into any
issues.

14. W-Am Janelie and Rico, could you give me an update on how our new medical records
software is coming?

15. M-Au Miller's Sporting Goods. Joey speaking.

W-Am Hello, I'm calling from West End High School. We're looking to make a big purchase
for our student baseball teams. Our equipment is getting old, and we would like to get new
uniforms too. We have budget restrictions, though.

16. W-Br Unfortunately, our development team has some bad news. It turns out we’ll need
to push back the shipment of the prototype motor we’ve been developing for our client.

17. W-Am Hi. I'm the general manager of the Sunrise Mall Shopping Center in town. I
heard your band playing last month at the town fair and got your contact information. I
really enjoyed your music.

M-Cn Thank you! We're a local band and it's always a pleasure to hear from our audience.

18. W-Br Hi, Mr. Davies. This is Becca Griffith. Thanks again for retiling our bathrooms. I
noticed a mark or a scratch, though, on a tile near the bottom of the shower.

19. M-Cn Audrey, I saw you at the training session this morning. What did you think?

W-Am For me and some of the other managers, it really didn't apply to the work we do.
The session stressed working face-to-face with employees in your section. Well, I manage a
group of salespeople spread across the country. Some salespeople I only see once a year.

20. M-Au We got the architectural plans back for the new learning center. It's going to be
in the southern part of our nature preserve.
PRACTICE 3
21B 22C 23B 24B 25B 26A
27C 28C 29C 30A

21. W-Am Thanks for stopping by, Lin. I'd like to discuss the candidates we interviewed
yesterday for the legal assistant position. I was very impressed with Mr. Smith's work
history.

M-Au Yeah, he has a lot of relevant experience in the legal field, but he didn't answer our
questions very clearly.

22. W-Cn Good morning. It looks like we received a lot of new orders online last night.

W-Br Yes, I saw that when I got in this morning. Can you package all of them by yourself?

23. W-Br My name is Laura. I refill my medication here at this pharmacy once a month.
But on Monday I'm going to travel abroad for work for two months, and I wonder if I can
get a two-month refill this time.

24. M-Au Hi, Kirstin! I'm glad to finally see you. Looks like you've been busy!

W-Br Yes, this show is particularly popular, Jose's paintings really draw a crowd. He's
selling a lot of them, too!

25. M-Au Good morning! This is the front desk. How may I help you?

W-Am Yes... Hi... it's 7 a.m., and I am hearing drilling in the room above me.

26. M-Au Have you been having any problems with the therapeutic ultrasound machine?
My patient just said he didn't feel his muscles were responding as usual.

27. W-Am Thilo, are you going to the company lunch later this morning at Sullivan Bistro?
I’m not sure how to get there.

28. W-Br Hi, Luca. Is the restaurant almost ready for this afternoon's awards dinner?

M-Au Actually, now that the room's been set up, I see that we're short a few tables and
chairs.

29. M-Au Hi, Marla. I'm calling to check whether you received my outline of the design
project for your apartment remodeling. I e-mailed it to you yesterday.

30. W-Br I came by in person to see how the construction of my town house is proceeding.
I was a bit worried after that text you sent me yesterday.

M-Cn Yes, we finished stage three of the project last week, but as I said in my text, there'll
be a delay for stage four.
EXTRA 1
1A 2A 3B 4B 5B
6B 7A 8B 9C 10A

1. W-Br Hi, Martin. It's Lillian. Are you still planning to read from your book of poetry at
the arts festival next weekend? You're one of this publishing company’s most accomplished
writers.

2. W-Br Mr. Guzman? I'm calling from Powell Advertising. As I'm sure you know, your
contract with us expires next month. I was hoping we could take some time to discuss
renewal terms.

3. W-Am Did Mr. Okamura really order all these carrots for the cafe? I signed for the
delivery, but now I'm worried that there was a mistake.

4. W-Am Hi. I'm calling from Dr. Jankovic's office to confirm your appointment tomorrow
morning.

M-Au Sure. I'll be there at eleven o'clock.

5. W-Br Hi. I'm flying to Munich. The name's Goldenberg. I have one suitcase.

M-Cn I see your reservation, Ms. Goldenberg. I'll print your boarding pass.

6. M-Au Hi, I’m calling from Gwan Construction. We were originally scheduled to transport
the tower crane to your building this weekend for Upcoming construction. As you know, we
will use it to lift large steel beams onto the roof for renovations on the top floor. But I'm
afraid we're going to have to bring it and set it up this Wednesday instead.

7. M-Au As you all know, our bookstore has a new inventory system for keeping track of
what books we have in the store. We were going to start using it just after the holidays
when the store is closed to customers, but we need to start using it now.

W-Br Mr. Jones, you mean we'll be entering inventory into the system and helping
customers at the same time? That's a lot.

8. W-Br Hi, I'm Tina Mackin, from the television program Sunrise Scotland. I just received
an e-mail with information on the musical that's opening next month, The Fields of
Dumbarton.

9. M-Cn Good morning, Dr. An! In case you have forgotten, today I am going to start
transferring patients' paper records to electronic files.

10. W-Am Hi, Ian. This is Michelle from Michelle's Flower Shop. We just received our
wholesale order, but the tulips are missing.
EXTRA 2
1A 2A 3A 4C 5A
6C 7A 8D 9B 10D
1. M-Cn Hello. I've come to close my bank account. I received an email informing me that
the bank is going to start charging a monthly maintenance fee, and I'd rather keep my
money in an account with no fee.

2. M-Au Hi, Bianca. It's Matthew. I’m here at Mariano's East for Lauren's surprise
retirement dinner, but nobody else is here.

3. W-Am Fritz, Kelfern Limited just called. They received the fabric for their new line of
sofas. They ordered brown but received the green sofa fabric instead.

4. M-Cn Pauline, have you thought about where we should park our food truck for business
next weekend?

W-Br I was thinking Schiller Park would be a good location. A neighborhood festival is
being held there on Saturday. I'm sure a lot of people going to the festival will want to buy
our fried noodles and dumplings.

5. M-Au Hi. I'm interested in having an antique looked at to determine its value, and I
heard your shop provides free appraisals. Are you available for one now?

W-Br Yes. What do you have?

6. M-Au Nalini, another patient missed an appointment today. A lot of our patients have
been forgetting about their scheduled slots lately, even though we call the week before to
remind them.

W-Br Yes, I've noticed that this is becoming a problem. But we have so many patients that
we don't have enough time to make more frequent calls.

7. W-Br Welcome! How can I help you?

M-Cn Hi. We own a small commercial fishing company in the area.

8. W-Am Good morning, Lewis. Are you excited to go to the annual conference?

M-Au Yes! I'm looking forward to learning about any new software that we could use to
develop our smart kitchen appliances. I just wish I could get there earlier so I'd have time
to explore the city.

9. W-Br Thanks for having this meeting with us, Maksim. As you know, we want to
increase the monitoring of wildlife movement in our park.

10. M-Au I spoke to Representative Kimura from the city council today. He's joining us in
the studio on Tuesday so we can interview him about the city council's budget plans.

W-Am Great! Our listeners always appreciate those interviews. I already have a list of
questions to ask him. By the way, do you have time to listen to the recordings of last week's
shows and compare them to the transcripts - make any changes that need to be made? I'd
like to post them to the Web site tomorrow.
PRACTICE 4

1B 2B 3B 4D 5A 6D
7B 8B 9D 10D 11A 12D

1. W-Am Hello. I'm calling about my tickets for tonight's baseball game. I'm hoping to
upgrade my seats so we can sit closer to the field. The reservation is under my name:
Joanna Reynolds.

M-Cn Let me take a look. Hmm. I'm sorry, Ms. Reynolds, but our system seems to be down
at the moment. I can do the exchange manually, but it'll take a little longer.

Let me ~ Lemme: hãy để tôi được .../ Let me help you.

2. M-Au Hi, Sarika. We need a new assistant manager here at Jeera Groceries. You've been
one of our best cashiers for two years now. Are you interested in the position?

W-Br Wow. I definitely am. My one concern is the working hours. Would my schedule
change significantly?

3. M-Cn Good morning. This is Westerly Travel's customer service. How may I help you?

W-Br Yes, I was supposed to take the two P.M. from Denver to Colorado Springs, but it was
canceled. I need to book a different train. I am presenting at a trade show first thing in the
morning, so I'm hoping you can get me on another train today.

4. W-Am This is Marcy Ardmore at Sladen Motors. Some automotive parts we ordered
from your factory haven't arrived at our dealership yet.

M-Au I'm sorry to hear that. We sent your order over a week ago, but the shipping
company has been experiencing delays. Unfortunately, the tracking e-mails they sent us
don't contain enough detail to determine when the parts will get to you.

5. M-Au Amina, how are plans progressing (tiến triển) for the September release of our
new model of mobile phone?

W-Br Good. Right now, the marketing department is looking at advertising options and
thinking about the best way to get maximum exposure in the media.

6. W-Br Hi, Luca. Is the restaurant almost ready for this afternoon's awards dinner?

M-Au Actually, now that the room's been set up, I see that we're short a few tables and
chairs.

W-Br Oh, I've already taken care of that. I called a rental company, and they'll be
delivering the furniture we need in an hour.

7. M-Au OK, Marion, the new health-care software is all set up on your computer. It should
be pretty straightforward to use. But call technology support if you run into any issues.

W-Am Great. I hear a lot of health-care providers are switching to this same software.

M-Au Yes. It's becoming popular because it retains all of a patient's medical records from
different providers in one central system.
8. W-Am Let’s get this product-innovation meeting started. Sales of our fruit-and-nut bars
have been strong, so we'd like to develop some other types of snack bars. What do you
recommend, Stan?

M-Cn Well, we know that many people are allergic to nuts, so we should develop some
snack bars without nuts. The only thing is, we'd need a separate set of equipment to avoid
contamination between the two production areas.

9. W-Am Hello, Forest Grove Photography Services. How can I help you?

M-Cn Hi, I'd like to get a photographer to cover our event. It's a charity basketball game
next Tuesday night. I was hoping to get Thomas Zukowski. He works for you, right?

W-Am Yes, but unfortunately, Thomas doesn’t usually work evenings.

M-Cn Oh, too bad.

10. W-Cn Good morning. It looks like we received a lot of new orders online last night.

W-Br Yes, I saw that when I got in this morning. Can you package all of them by yourself?

M-Cn Well, there are so many, I may not be able to finish everything today.

W-Br OK. I’ll call Maria Jeong and ask if she can come in early today to help.

11. M-Au Haruna, we've planned most of the details for the corporate retreat, including
housing and most activities, but we still need to decide where to go for Saturday's closing
dinner.

W-Am Yes, I sent you several menus. Did you like any of the places? McNally's is close by.

M-Au Yes, that would be convenient. We could even walk there from the hotel. But the
prices are a little high.

12. W-Am Janelie and Rico, could you give me an update on how our new medical records
software is coming?

W-Br Sure. Per the customer's request, I've updated the logo and changed the font.

M-Cn The customer has communicated with us a lot on this project. Having their feedback
at every stage of the process has been helpful.
PRACTICE 5
1C 2D 3B 4B 5B 6C
7B 8C 9A 10C 11A 12B

1. M-Cn Hello, this is Ian Nelson from Regal Bathrooms. I'm following up to make sure that
you're pleased = satisfied with the job our workers did in your house.

W-Am Thank you for calling. Yes. They did a great job. The bathroom floor was replaced,
and the new tile looks great. I'm very happy with the job.

M-Cn That's good to hear. If there are other jobs you need done, I hope you'll reach out to
us again.

W-Am That reminds me. I was thinking of replacing my kitchen cabinets. Is that something
you'd possibly do?

M-Cn We don't, but I can recommend a company I often work with.

2. W-Br My name is Laura. I refill my medication here at this pharmacy once a month. But
on Monday I'm going to travel abroad for work for two months, and I wonder if I can get a
two-month refill this time.

M-Cn It shouldn't be a problem. However, your doctor must send us the two-month
prescription, so you need to contact her first.

W-Br Oh, I see. I'll give her a call during my lunch break today.

3. M-Au Miller's Sporting Goods. Joey’s speaking.

W-Am Hello, I'm calling from West End High School. We're looking to make a big purchase
for our student baseball teams. Our equipment is getting old, and we would like to get new
uniforms too. We have budget restrictions, though.

4. W-Br Hi, this is Gemini Flowers. I'm calling about the order you placed for your award
luncheon on July twelfth. Unfortunately, our supplier is out of pink roses.

M-Cn Oh, no! Pink matches our corporate logo! I ordered them especially for this
occasion!

5. W-Br Unfortunately, our development team has some bad news. It turns out we’ll need
to push back the shipment of the prototype motor we’ve been developing for our client.

M-Cn Uh-oh. Why will there be a delay?

W-Br Well, some of the components we received to build the prototype are failing initial
tests, so we won’t be able to make the delivery deadline. Janet, could you let the client
know?

6. W-Br Hello. I heard an announcement on the radio about the garden show you're
organizing. They said it's running all week, and there will be several demonstrations about
innovative gardening tools. Could I attend the demonstration scheduled for Wednesday?
M-Au Sorry, but that session's just been canceled. The person leading it had another
commitment.

7. W-Am I have all these estimates from different companies for repairing the brick work
in the front of our office building, and they're all really similar. How can I decide?

M-Au We're just having the patio at the entrance repaired, right?

W-Am Well, we also need a new retaining wall around the garden and to have some
additional pathways laid out across the lawn. It's actually quite a complex job.

8. W-Am Hi. I'm the general manager of the Sunrise Mall Shopping Center in town. I heard
your band playing last month at the town fair and got your contact information. I really
enjoyed your music.

M-Cn Thank you! We're a local band and it's always a pleasure to hear from our audience.

W-Am The reason I'm calling is that I'm wondering if you'd be interested in playing music
at the shopping center on a Saturday afternoon sometime. The date can be flexible.

9. M-Au Hi, Kirstin! I'm glad to finally see you. Looks like you've been busy!

W-Br Yes, this show is particularly popular, Jose's paintings really draw a crowd. He's
selling a lot of them, too!

M-Au Oh, they're great. I'm thinking of buying one myself.

10. W-Am Thanks for stopping by, Lin. I'd like to discuss the candidates we interviewed
yesterday for the legal assistant position. I was very impressed with Mr. Smith's work
history.

M-Au Yeah, he has a lot of relevant experience in the legal field, but he didn't answer our
questions very clearly.

W-Am Still, I think he'd be a great help preparing the legal briefs for our clients.

11. W-Br I like your idea, Mark, about producing a new line of touchless, voice-activated
smart lamps. But if we were going to do that, we’d need to hire a new consultant familiar
with that technology, which would not be cheap.

W-Am Given that we went over on our production costs last year, it doesn't seem likely
we'd have the budget.

12. M-Au Have you been having any problems with the therapeutic ultrasound machine?
My patient just said he didn't feel his muscles were responding as usual.

W-Am It has been acting funny. Perhaps we should call the technician?

M-Au Maybe. I'm afraid it's getting pretty old, though. We may need to replace it.

W-Am OK. I'II notify Barbara since she has to sign off on all purchases.
PRACTICE 6
1C 2C 3B 4B 5B 6A
7A 8D 9C 10A 11A 12D

1. M-Au I'm preparing the budget report for our monthly meeting, but can I ask you about
the bill for landscaping? It seems very high.

W-Br Keep in mind that they maintain the parking area and outdoor lighting.

M-Au Well, the real issue is that we share the expenses with the medical clinic next door.
With patients coming to the clinic, they use far more parking spaces than we do. And the
way we divide the cost should reflect that.

2. W-Am Thank you both for that lovely dinner. What a nice way to celebrate that our two
companies will be working together in the future.

M-Cn We've often held business dinners here. Say, I wanted to mention how much I liked
the speech you gave at our meeting today. Very inspiring!

3. W-Br Hi, Mr. Davies. This is Becca Griffith. Thanks again for retiling our bathrooms. I
noticed a mark or a scratch, though, on a tile near the bottom of the shower.

M-Au It’s probably just a mark that one of my tools left. Sorry about that. I have an
industrial-strength cleaning agent that a construction friend of mine told me about. Can I
come on Thursday morning or Friday afternoon?

4. M-Au How is the new recycling initiative going? Are people using the new recycling bins
we've placed along the forest paths for their bottles?

W-Am It's going OK. I still find recyclable materials mixed in with regular waste, which
concerns me.

5. M-Cn Audrey, I saw you at the training session this morning. What did you think?

W-Am For me and some of the other managers, it really didn't apply to the work we do.
The session stressed working face-to-face with employees in your section. Well, I manage a
group of salespeople spread across the country. Some salespeople I only see once a year.

M-Cn You know, Takeshi told me the same thing.

6. M-Cn Wow, that meeting was fast. Not sure I got all the details of our assignments. I
think I am supposed to provide an update on sales of our company's latest nonfiction
releases, right?

W-Br Actually, I got the nonfiction assignment. Anna wants you to prepare a report on
sales of our latest hardcover fiction, in bookstores and at regional trade shows.

7. M-Au We got the architectural plans back for the new learning center. It's going to be in
the southern part of our nature preserve.

W-Br Isn't that the owl territory?

M-Au I hadn't thought of that.

8. M-Cn I wanted to leave a little time at the end of this meeting to discuss our decision to
advertise for and hire a new, full-time data entry assistant. I'm not sure this is the best way
to go. The work in that department isn't steady. Sometimes they're overworked, and other
times it's very slow.

W-Am Maybe we should contact an employment agency that specializes in temporary

workers. We used one two years ago to get factory help during the summer.

9. W-Br Hello. I purchased tickets online for the sculpture exhibit this Saturday, but the
parade is going to make it hard to get to the museum. What's your refund policy?

M-Cn The museum will remain open during the parade. We only offer full refunds in the
event of a closure.

W-Br Could I exchange the tickets?

M-Cn You can do that on the Web site.

10. M-Cn Hi, Shufen. Is that the new brochure we're getting printed?

W-Am Petra just picked it up from the print shop.

W-Br Yes, I stopped there on my way to the office. This copy is just for us to review and
approve. I have to give the printers our OK by five o'clock.

M-Cn I love the way the colors just pop out. The last time we printed this kind of
information, it looked so boring.

11. M-Cn Did you have time to order furniture for the new meeting room?

W-Br I have the office furniture price list, but I haven't had a chance to look at it. With the
convention next month, I've been so busy working on travel arrangements.

M-Cn Oh, that's right. That's a lot of work.

12. M-Au Can you please tell my supervisor what we discussed about the pop-up box my
company would like to add to a Web page we're designing?

W-Br Sure. Though we're mainly a consulting service, we do have Web developers who can
be hired for hourly work. Our developers all have the most current certifications.

PRACTICE 7
1C 2B 3D 4D 5B 6D
7A 8A 9A 10A 11D 12A
1. W-Am Hello. I'm calling about my tickets for tonight's baseball game. I'm hoping to
upgrade my seats so we can sit closer to the field. The reservation is under my name:
Joanna Reynolds.

M-Cn Let me take a look. Hmm. I'm sorry, Ms. Reynolds, but our system seems to be down
at the moment. I can do the exchange manually, but it'll take a little longer.

W-Am No problem. I have time.

M-Cn Thanks. Oh, and just a reminder that better seats will cost more - you'll need to pay
about 15 dollars more per seat.

2. W-Am Thilo, are you going to the company lunch later this morning at Sullivan Bistro?
I’m not sure how to get there.

M-Au Well, the train stops right near it on Hanover Street, but you'd have to transfer a few
times. You know, I'm getting a ride with Farida, and she has a van.

W-Am Oh, that would be convenient! Do you know where her desk is?

M-Au Yes. She has the cubicle closest to the stairs.

3. M-Au Hi, Sarika. We need a new assistant manager here at Jeera Groceries. You've been
one of our best cashiers for two years now. Are you interested in the position?

W-Br Wow. I definitely am. My one concern is the working hours. Would my schedule
change significantly?

M-Au You might have to work overtime once in a while, like when food deliveries arrive
late, but that doesn't happen often. Why don't you think about it for a few days? Let me
know what you decide.

4. M-Cn Good morning. This is Westerly Travel's customer service. How may I help you?

W-Br Yes, I was supposed to take the two P.M. from Denver to Colorado Springs, but it was
canceled. I need to book a different train. I am presenting at a trade show first thing in the
morning, so I'm hoping you can get me on another train today.

M-Cn The four P.M. departure gets you in by six thirty, and there are plenty of seats
available.

W-Br That sounds great.

M-Cn And to apologize for the inconvenience, I've upgraded you to business class at no
extra charge.

5. W-Am This is Marcy Ardmore at Sladen Motors. Some automotive parts we ordered
from your factory haven't arrived at our dealership yet.

M-Au I'm sorry to hear that. We sent your order over a week ago, but the shipping
company has been experiencing delays. Unfortunately, the tracking e-mails they sent us
don't contain enough detail to determine when the parts will get to you.

W-Am I see. Do you have contact information for the shipping company? I'd like to see
what I can find out.
M-Au Yes, I can give you their phone number. But I'll also call them. Hopefully the more
inquiries they get, the more seriously they'll take thesomething
Take issue.

6. M-Au Amina, how are plans progressing forseriously

the September release of our new model of
mobile phone?

W-Br Good. Right now, the marketing department is looking at advertising options and
thinking about the best way to get maximum exposure in the media.

M-Au Great. And what's the update from our manufacturer about when they'll begin
production? Last time we spoke, you mentioned that the factory was at full capacity with
other projects, and I'm worried that'll affect our timeline.

W-Br I just spoke with them, and they'll free up room for us soon.

7. W-Br Hi, Luca. Is the restaurant almost ready for this afternoon's awards dinner?

M-Au Actually, now that the room's been set up, I see that we're short a few tables and
chairs.

W-Br Oh, I've already taken care of that. I called a rental company, and they'll be
delivering the furniture we need in an hour.

M-Au Thanks for doing that. Did you also look over the final guest list? I haven't had time
to do that yet.

W-Br No, I haven't. Why don't we do that together now?

8. M-Cn Marcella, we have a problem with the business conference we're hosting next
week. I just got a call from the conference center, and they said there's been water damage
to three of the meeting rooms.

W-Am Oh no! But the rooms will be repaired in time for our conference, right?

M-Cn They said there's a lot of damage.

W-Am OK. Well, the weather's supposed to be nice, so we could host some of the seminars
outdoors. It's a little unconventional, but there's plenty of space surrounding the
conference center.

9. M-Au OK, Marion, the new health-care software is all set up on your computer. It should
be pretty straightforward to use. But call technology support if you run into any issues.

W-Am Great. I hear a lot of health-care providers are switching to this same software.

M-Au Yes. It's becoming popular because it retains all of a patient's medical records from
different providers in one central system.

W-Br Excuse me. Sorry to interrupt.

M-Au No problem, Francesca. What's up?

W-Br I overheard what you said, and just to clarify, the program can only collect and retain
records from providers who use the same software, so Marion may find she still has to call
around to obtain all the patient records she needs.
10. W-Am Let’s get this product-innovation meeting started. Sales of our fruit-and-nut bars
have been strong, so we'd like to develop some other types of snack bars. What do you
recommend, Stan?

M-Cn Well, we know that many people are allergic to nuts, so we should develop some
snack bars without nuts. The only thing is, we'd need a separate set of equipment to avoid
contamination between the two production areas.

W-Am We don't have room at this facility for that. Pedro, you've been to our new
production facility in Glenview, right? Is there space there for new equipment?

M-Au I think there's extra space there. I'll check with the facility manager to make
sure, though.

11. M-Au Welcome to The Boat Center. How may I help you?

W-Am Hi. Do you have any tickets for the Sea-Ride Special tour today? I was hoping to
catch a last-minute tour.

M-Au Sorry. We're sold out. It’s a really popular tour this time of year because the
penguins are migrating through the area.

W-Am Oh, too bad. I'm leaving tomorrow morning, and I was really hoping to take one of
your tours.

M-Au Well, the Island Exploration tour still has a couple of spots left.

W-Am Great. And that'll give me time to get something to eat before it starts. I see there's
a coffee shop just down the street.

12. M-Cn Hi. I'm here for the health and wellness conference. I parked in the event center
parking area. I was wondering, is parking free for conference attendees?

W-Br I'm sorry. We don't provide any reimbursements for parking. But if you're willing to
move your car, there's a cheaper parking area at Seventh Avenue and Vine Street. It's
about a block away.

M-Cn Oh, unfortunately, I don't have time. I'm scheduled to attend the strength-training
seminar that starts in fifteen minutes. But tomorrow I'll get here earlier and park at the
other lot. Seventh and Vine, you said. Right?

W-Br That's correct.

PRACTICE 8
1C 2A 3C 4B 5B 6A
7C 8D 9D 10D 11C 12A

1. W-Am Hello, Forest Grove Photography Services. How can I help you?

M-Cn Hi, I'd like to get a photographer to cover our event. It's a charity basketball game
next Tuesday night. I was hoping to get Thomas Zukowski. He works for you, right?
W-Am Yes, but unfortunately, Thomas doesn't usually work evenings.

M-Cn Oh, too bad. Could you recommend somebody else?

W-Am Before I do that, let me talk to him. He might make an exception. Tom does love
basketball.

2. W-Cn Good morning. It looks like we received a lot of new orders online last night.

W-Br Yes, I saw that when I got in this morning. Can you package all of them by yourself?

M-Cn Well, there are so many, I may not be able to finish everything today.

W-Br OK. I’ll call Maria Jeong and ask if she can come in early today to help.

M-Cn That’d be great. We also have to pack that big shipment for the Henderson order. We
finally got all of the items in.

W-Br Oh, yes, do that first.

3. M-Au Haruna, we've planned most of the details for the corporate retreat, including
housing and most activities, but we still need to decide where to go for Saturday's closing
dinner.

W-Am Yes, I sent you several menus. Did you like any of the places? McNally's is close by.

M-Au Yes, that would be convenient. We could even walk there from the hotel. But the
prices are a little high.

W-Am I agree. But I could see if they can offer us a reduced catering rate, rather than
ordering off the regular menu.

4. W-Am Janelie and Rico, could you give me an update on how our new medical records
software is coming?

W-Br Sure. Per the customer's request, I've updated the logo and changed the font.

M-Cn The customer has communicated with us a lot on this project. Having their feedback
at every stage of the process has been helpful.

W-Am Excellent. It sounds like we're on schedule for completing our beta version. Then we
can hand it off to our marketing team.

5. M-Cn Hello, this is Ian Nelson from Regal Bathrooms. I'm following up to make sure
that you're pleased with the job our workers did in your house.

W-Am Thank you for calling. Yes. They did a great job. The bathroom floor was replaced,
and the new tile looks great. I'm very happy with the job.

M-Cn That's good to hear. If there are other jobs you need done, I hope you'll reach out to
us again.

W-Am That reminds me. I was thinking of replacing my kitchen cabinets. Is that something
you'd possibly do?
M-Cn We don't, but I can recommend a company I often work with. Their customers have
been very satisfied. Let me get their phone number. One second.

W-Am Thanks.

6. W-Br My name is Laura. I refill my medication here at this pharmacy once a month. But
on Monday I'm going to travel abroad for work for two months, and I wonder if I can get a
two-month refill this time.

M-Cn It shouldn't be a problem. However, your doctor must send us the two-month
prescription, so you need to contact her first.

W-Br Oh, I see. I'll give her a call during my lunch break today. When are you open until
today?

M-Cn Until nine p.m. But once we receive your doctor's prescription, we can deliver the
medication directly to your home.

7. M-Au Miller's Sporting Goods. Joey speaking.

W-Am Hello, I'm calling from West End High School. We're looking to make a big purchase
for our student baseball teams. Our equipment is getting old, and we would like to get new
uniforms too. We have budget restrictions, though.

M-Au Well, we do offer discounts for bulk purchases. And we have a number of price
ranges for uniforms; many are very reasonable. Let me get the manager on the phone, and
you can discuss the specifics.

8. W-Br Unfortunately, our development team has some bad news. It turns out we’ll need
to push back the shipment of the prototype motor we’ve been developing for our client.

M-Cn Uh-oh. Why will there be a delay?

W-Br Well, some of the components we received to build the prototype are failing initial
tests, so we won’t be able to make the delivery deadline. Janet, could you let the client
know?

W-Am Yes, I’ll contact them right away.

M-Cn And I’d like the development team to start giving me daily briefings about progress
on this issue.

9. W-Br Good evening. Legend Hotel. How may I help you?

M-Au Hello. I'm at the local airport. Does the hotel run shuttle buses to here?

W-Br We usually don't, but... was your flight originally scheduled for Central Airport?

M-Au It was, but apparently there's a problem at Central.

W-Br Yes, there's a personnel shortage, but several flights have been rerouted to the local
airport. We have started running an airport shuttle this morning.

M-Au OK. That’s good news. When is the next shuttle?

W-Br Buses run every half hour. What's your reservation number? I’ll ensure that your
room is ready for you when you arrive.

10. W-Br Hello. I heard an announcement on the radio about the garden show you're
organizing. They said it's running all week, and there will be several demonstrations about
innovative gardening tools. Could I attend the demonstration scheduled for Wednesday?

M-Au Sorry, but that session's just been canceled. The person leading it had another
commitment.

W-Br Oh, too bad. So are all of the demonstrations canceled?

M-Au No, the demonstration for Saturday is still on. That's at 1 p.m. I can register you for
that session. Just get there about 15 minutes before it starts so you'll get a good seat.

11. W-Am I have all these estimates from different companies for repairing the brick work
in the front of our office building, and they're all really similar. How can I decide?

M-Au We're just having the patio at the entrance repaired, right?

W-Am Well, we also need a new retaining wall around the garden and to have some
additional pathways laid out across the lawn. It's actually quite a complex job.

M-Au Oh. Maybe talk to Mr. Lukich in sales. His background is in construction, so maybe
he has familiarity with some of the firms and can help you pick one.

W-Am That's a good idea.

12. W-Am Hi. I'm the general manager of the Sunrise Mall Shopping Center in town. I
heard your band playing last month at the town fair and got your contact information. I
really enjoyed your music.

M-Cn Thank you! We're a local band and it's always a pleasure to hear from our audience.

W-Am The reason I'm calling is that I'm wondering if you'd be interested in playing music
at the shopping center on a Saturday afternoon sometime. The date can be flexible.

M-Cn Sure. We can play the first Saturday of March. But where exactly will we be
performing?

W-Am There's a detailed map of the shopping center on our Web site. It'll show you where
our event space is.
PRACTICE 9
1D 2C 3A 4D 5D 6B

7A 8A 9A 10D 11B 12C

1.

M-Au Hi, Kirstin! I'm glad to finally see you. Looks like you've been busy!

W-Br Yes, this show is particularly popular. Jose's paintings really draw a crowd. He's
selling a lot of them, too!

M-Au Oh,they're great. I'm thinking of buying one myself.

W-Br You should... sorry I've been so busy lately.I've been swamped at school,plus it's
taken a lot to plan this show. Hey, would you want to get together with Janet and Miko for
lunch next week?

M-Au Sure,sounds great.

2.

W-Am Thanks for stopping by, Lin. I'd like to discuss the candidates we interviewed
yesterday for the legal assistant position. I was very impressed with Mr. Smith's work
history.

M-Au Yeah, he has a lot of relevant experience in the legal field,but he didn't answer our
questions very clearly.

W-Am Still, I think he'd be a great help preparing the legal briefs for our clients.

M-Au I’d push for Ms. Wong. Not only was she clear and direct,butIcalled one of her
references, and her former supervisor couldn't praise her enough.

W-Am That's good to know.... Let me take another look at her work history.

3.

M-Au Good morning! This is the front desk. How may I help you?

W-Am Yes... Hi... it's 7 A.M.,and I am hearing drilling in the room above me.

M-Au That's right. We are doing bathroom renovations on that floor. We posted notices
about the project near the checkin desk and around the lobby.

W-Am I have a conference call at 8 A.M.

M-Au Let me see about finding an alternate accommodation for you in another wing.
W-Am That would be great. Due to a schedule change,I will be working from my room all
day.

4.

W-Br I like your idea, Mark, about producing a new line of touchless,voice-activated smart
lamps. But if we were going to do that, we'd need to hire a new consultant familiar with
that technology, which would not be cheap.

W-Am Given that we went over on our production costs last year,it doesn't seem likely we'd
have the budget.

M-Au What if we reduced our spending on advertising temporarily and used the

savings to hire the new consultant? The decrease in advertising might cause a

temporary drop in revenue, but I think we should make up for it when we launch the

lamps.

5.

M-Au Have you been having any problems with the therapeutic ultrasound machine? My
patient just said he didn't feel his muscles were responding as usual.

W-Am It has been acting funny. Perhaps we should call the technician?

M-Au Maybe. I'm afraid it's getting pretty old, though. We may need to replace it.

W-Am OK. I'll notify Barbara since she has to sign off on all purchases.

M-Au By the way, can you see Mr. Cohen for me tomorrow? He just needs to do some
exercises for his wrist. He's been responding well to the treatment

6.

M-Au I’m preparing the budget report for our monthly meeting, but can I ask you about
the bill for landscaping? It seems very high.

W-Br Keep in mind that they maintain the parking area and outdoor lighting.

M-Au Well, the real issue is that we share the expenses with the medical clinic next

door. With patients coming to the clinic, they use far more parking spaces than we

do. And the way we divide the cost should reflect that.

W-Br I think you're right. I'll e-mail the clinic about it.

7.

W-Am Thank you both for that lovely dinner. What a nice way to celebrate that our two
companies will be working together in the future.
M-Cn We've often held business dinners here. Say, I wanted to mention how much I
liked the speech you gave at our meeting today. Very inspiring!

W-Am Ah, thank you... So,I'm in town until tomorrow afternoon. Ms. Rice, should I come by
your office in the morning to sign the last few papers?

W-Br Yes,I'll be in at eight thirty... well, actually, make that nine. Does that give you
enough time before your flight?

W-Am Yes,that should be plenty of time.

8.

W-Br Hi, Mr. Davies. This is Becca Griffith. Thanks again for retiling our bathrooms.

I noticed a mark or a scratch, though, on a tile near the bottom of the shower.

M-Au It’s probably just a mark that one of my tools left. Sorry about that. I have an
industrial-strength cleaning agent that a construction friend of mine told me about. Can I
come on Thursday morning or Friday afternoon? No extra charge, of course.

W-Br Great! I am home in the mornings.

9.

M-Au How is the new recycling initiative going? Are people using the new recycling bins
we've placed along the forest paths for their bottles?

W-Am lt's going OK. i still find recyclable materials mixed in with regular waste, which
concerns me.

M-Au I watched a great documentary about the benefits of recycling last night. Maybe we
could play it in the visitor center. If people see even a little of it before they begin hiking,
maybe we'll see different results.

10.

M-Cn Audrey, I saw you at the training session this morning. What did you think?

W-Am For me and some of the other managers, it really didn't apply to the work we do.
The session stressed working face-to-face with employees in your section. Well, I manage a
group of salespeople spread across the country. Some salespeople I only see once a year.

M-Cn You know, Takeshi told me the same thing. All the teams that he oversees need to
work independently. I'm going to talk to our training coordinators and see if we can
arrange some training sessions about management strategies for remote workers.

11.

M-Cn Wow, that meeting was fast. Not sure I got all the details of our assignments. I think
I am supposed to provide an update on sales of our company's latest nonfiction releases,
right?
W-Br Actually,I got the nonfiction assignment. Anna wants you to prepare a report on sales
of our latest hardcover fiction, in bookstores and at regional trade shows.

M-Cn Oh, that's right. My handwriting is a mess. I should take notes on my laptop - which
reminds me, do you think you could help me create the spreadsheet Anna wants?

W-Br I don't think I have the time; I am behind on a few tasks, plus I have my new
assignment. Support staff should be able to help you!

12.

M-Au We got the architectural plans back for the new learning center. It's going to be in
the southern part of our nature preserve.

W-Br Isn't that the owl territory?

M-Au I hadn't thought of that.

W-Br I think we can build it somewhere else. I'll set up a meeting with the preserve board.
Can you book us a meeting room in the community center?

M-Au Why don't we do it in our offices here instead? That way we can walk out to any
proposed sites.

PRACTICE 10
1D 2C 3D 4B 5C 6B

1.

M-Au Welcome to The Boat Center. How may I help you?

W-Am Hi. Do you have any tickets for the Sea- Ride Special tour today? I was hoping to
catch a last-minute tour.

M-Au Sorry. We're sold out. It’s a really popular tour this time of year because the
penguins are migrating through the area.

W-Am Oh, too bad. I'm leaving tomorrow morning, and I was really hoping to take one of
your tours.

M-Au Well, the Island Exploration tour still has a couple of spots left.

W-Am Great. And that'll give me time to get something to eat before it starts. I see there's
a coffee shop just down the street.

2.

M-Cn Hi. I'm here for the health and wellness conference. I parked in the event center
parking area. I was wondering, is parking free for conference attendees?
W-Br I'm sorry. We don't provide any reimbursements for parking. But if you're willing to
move your car, there's a cheaper parking area at Seventh Avenue and Vine Street. It's
about a block away.

M-Cn Oh, unfortunately, I don't have time. I'm scheduled to attend the strength-training
seminar that starts in fifteen minutes. But tomorrow I'll get here earlier and park at the
other lot. Seventh and Vine, you said. Right?

W-Br That's correct.

3.

M-Cn Molina's Office Store. How can I help?

W-Am Hi. I've been trying to order a product on your Web site, but every time I get to the
checkout screen, everything freezes, and I can't place the order.

M-Cn What are you trying to buy?

W-Am The Enzo 5000 scanner.

M-Cn Hmm. That product's currently out of stock. Can I recommend the Rhenium 60
instead? It's a popular model.

W-Am I really need the Enzo 5000—I'm an artist and I make my own prints, so I need a
model that produces top-quality images.

M-Cn I see. Well, we're expecting a shipment tomorrow. If it includes the model you're
looking for, I can reserve it for you.

4.

M-Au Hi, Marla. I'm calling to check whether you received my outline of the design project
for your apartment remodeling. I emailed it to you yesterday.

W-Am Yes. Thank you for doing such a great job. I really liked your idea of opening up the
kitchen and creating an open space with the living room.

M-Au Great. If everything looks good to you, I can start ordering the supplies tomorrow.

W-Am Actually, I don't like the ceramic tiles you picked for the kitchen. I like the marble
ones much better. I know they are more expensive, but it's a small space.

5.

M-Cn Hi. I'd like to make a reservation for a group of clients that will be visiting our
company from the first to the sixth of June. I need eight rooms.

W-Br We do have availability for that period. The type of room I recommend for you is
normally 99 euros per night, but we can offer a group discount.

M-Cn That’ll work. Also, on June fifth, we want to take our clients on a tour of the local
attractions. Could you help arrange that?

W-Br We have an event planner here who'll be able to help you. His name is Pablo
Gonzales. I'll connect you to his office once I've completed your reservation.
6.

M-Au Hi, Joanna. The management group needs to submit nominees for this year's award
for outstanding employee. My supervisor wants to know if any managers have nominated
anyone yet.

W-Br Not yet, Charles. I emailed everyone about it a week ago, but I haven't heard
anything yet. I'll have to follow up with the managers and let them know the deadline is
coming up.

M-Au OK, well, I printed out a breakdown of the customer service representatives with the
most five-star reviews from customers last year. We had someone who was really
outstanding.

W-Br Those are excellent numbers. Could you go ahead and submit a nomination?

PRACTICE 11

1B 2A 3B 4B 5A 6C

1.

M-Au Are we all set for the event? The food is prepared, and the beverages are ready.
They're loading the truck now. I confirmed the music and other entertainment. And I think
we'll arrive early.

W-Am That's good because I was actually worried that one hour wouldn't have been
enough to get everything ready.

M-Au I agree. How does the rest of the schedule look?

W-Am The timing looks good. I wonder if we could actually finish up early at the end of the
night. Why don't you tell Pierre to bring the truck back at eleven thirty?

M-Au OK. He should be finished with his hotel delivery by then.

2.

W-Am Are you all set for the environmental fair our company is putting on at the park this
weekend? I just finished finding supplies for my game about recycling.

M-Cn Yes, I've finished writing the questions for the environmental trivia game I'm leading.
Hey, I wanted to check with you: What else can I do to be helpful that day? Would you like
me to hang signs or something? Help decorate?

W-Am One thing we could use is someone to stand at the park entrance and direct people
to the pavilion where the fair will take place.

M-Cn Wait, aren't there several entrances to the park?

W-Am Yes, but only the entrance on Court Street is open on weekends.

3.
W-Br I came by in person to see how the construction of my townhouse is proceeding. I
was a bit worried after that text you sent me yesterday.

M-Cn Yes, we finished stage three of the project last week, but as I said in my text, there'll
be a delay for stage four.

W-Br I understand there's a problem with the supply of drywall sheets?

M-Cn There's a delay right now. But we should get them next week.

W-Br Is there anything we can do while we wait?

M-Cn I suggest you start working with your interior designer to decide on the finishing
touches. As soon as the drywall arrives, we'll be ready to finish the interior.

4.

M-Au Stevenson's Supplies and Distributing. Andy's speaking.

W-Am Hello, this is Carolina, from Monarch Pottery. There's an issue with the delivery we
received from you this morning. The invoice shows that we ordered two buckets of clear
glaze, but there was none in our shipment.

M-Au Oh, I noticed that there were two buckets left behind on the loading dock after the
delivery truck left! I'll have the glaze delivered to you within an hour.

W-Am I'd appreciate it. I need that glaze for a demonstration I'm doing in my adult wheel-
throwing class this evening.

5.

M-Au I found a place that I think we can use for the conference our company is hosting
this summer. It's a hotel ballroom, but it can be set up for business events.

W-Br OK. What's their catering like?

M-Au Well, they don't provide meals, but the hotel will provide snacks and beverages
throughout the day.

W-Br And how many participants are we expecting?

M-Au Last year's conference was hosted by a different company, and there were about 100
registrants. I'd expect about the same this year.

6.

W-Am Good morning. We've just parked our truck and we have a lot of equipment and
furniture to move in. If you let us know the rooms where we can put the boxes, you won't
have to move things again.

M-Cn The furniture will go in the reception area. Right near the front door.

W-Am We also have five very heavy boxes.

M-Cn Those are the rowing machines. They go in the exercise area near the pool.
W-Am This looks like it's going to be a very nice gym. I see you already have the
weightlifting equipment set up.

M-Cn It was delivered yesterday. We decided to put it right here near the entrance.

PRACTICE 12
1A 2C 3B 4A 5D 6B
7D 8D 9C 10B 11C 12B

1.

W-Am Thilo, are you going to the company lunch later this morning at Sullivan Bistro? I’m
not sure how to get there.

M-Au Well, the train stops right near it on Hanover Street, but you'd have to transfer a few
times. You know, I'm getting a ride with Farida, and she has a van.

W-Am Oh, that would be convenient! Do you know where her desk is?

M-Au Yes. She has the cubicle closest to the stairs.

2.

M-Cn Marcella, we have a problem with the business conference we're hosting next week.
I just got a call from the conference center, and they said there's been water damage to
three of the meeting rooms.

W-Am Oh no! But the rooms will be repaired in time for our conference, right?

M-Cn They said there's a lot of damage.

W-Am OK. Well, the weather's supposed to be nice, so we could host some of the seminars
outdoors. It's a little unconventional, but there's plenty of space surrounding the
conference center.

3.

W-Br Hi, this is Gemini Flowers. I'm calling about the order you placed for your award
luncheon on July twelfth. Unfortunately, our supplier is Out of pink roses.

M-Cn Oh, no! Pink matches our corporate logo! I ordered them especially for this
occasion!

W-Br I understand your disappointment, sir. I can offer a ten percent discount on the total
cost of your order and replace the pink roses with yellow ones.

M-Cn Well, I didn't tell anyone about the roses. I suppose no one will really be
disappointed.

4.

W-Br Good evening. Legend Hotel. How may I help you?

M-Au Hello. I'm at the local airport. Does the hotel run shuttle buses to here?

W-Br We usually don't, but... was your flight originally scheduled for Central Airport?

M-Au It was, but apparently there's a problem at Central.

W-Br Yes, there's a personnel shortage, but several flights have been rerouted to the local
airport. We have started running an airport shuttle this morning.

M-Au OK. That’s good news. When is the next shuttle?

W-Br Buses run every half hour. What's your reservation number? I’ll ensure that your
room is ready for you when you arrive.

5.

M-Au Good morning! This is the front desk. How may I help you?

W-Am Yes... Hi... it's 7 a.m., and I am hearing drilling in the room above me.

M-Au That's right. We are doing bathroom renovations on that floor. We posted notices
about the project near the checkin desk and around the lobby.

W-Am I have a conference call at 8 a.m.

M-Au Let me see about finding an alternate accommodation for you in another wing.

W-Am That would be great. Due to a schedule change, I will be working from my room all
day.

6.

M-Au I'm preparing the budget report for our monthly meeting, but can I ask you about
the bill for landscaping? It seems very high.

W-Br Keep in mind that they maintain the parking area and outdoor lighting.

M-Au Well, the real issue is that we share the expenses with the medical clinic next door.
With patients coming to the clinic, they use far more parking spaces than we do. And the
way we divide the cost should reflect that.

W-Br I think you're right. I’ll e-mail the clinic about it.

7.

W-Br Hello. I purchased tickets online for the sculpture exhibit this Saturday, but the
parade is going to make it hard to get to the museum. What's your refund policy?

M-Cn The museum will remain open during the parade. We only offer full refunds in the
event of a closure.

W-Br Could I exchange the tickets?

M-Cn You can do that on the Web site. But actually, if you plan to visit again in the near
future, a membership would save you money over the course of the year.

W-Br Oh, I have too many financial commitments at the moment.

8.

M-Cn Did you have time to order furniture for the new meeting room?

W-Br I have the office furniture price list, but I haven't had a chance to look at it. With the
convention next month, I've been so busy working on travel arrangements.

M-Cn Oh, that's right. That's a lot of work.

W-Br When I was hired as office manager, I was told that was one of my responsibilities.

M-Cn Maybe you should talk to the area director to see if that can be taken off your plate.

W-Br There's no need. The fact is, I like working on travel plans.

9.

W-Br Hi. I'm flying to Munich. The name's Goldenberg. I have one suitcase.

M-Cn I see your reservation, Ms. Goldenberg. I'll print your boarding pass.

W-Br Actually, I was wondering if you could change my seat. I'd rather have an aisle one.
It's easier if I have to move around.

M-Cn Unfortunately, this flight is full. In fact, it's overbooked. So, if you're interested, I can
offer you an aisle seat on tomorrow's flight and upgrade you to business class.

W-Br Tomorrow? I'm the guest speaker at a conference.

M-Cn OK. We'll ask some other passengers. Here's your boarding pass. Have a good trip!

10.

W-Am Have you had a chance to look at the survey results?

M-Au I wasn't surprised. We've known for a while that our customers really don't like the
music in our video games.

W-Am The trend is to have popular music with vocals rather than the electronic sounds
we've always used.

M-Au I'm sure using popular music in our games will increase sales. I think we should start
to make this change now, don't you?

W-Am Well, what's popular today may not be popular tomorrow, and we want our games to
keep selling for a long time. So, let's not rush this decision.

M-Au I see, OK. Let's discuss this further with our division leaders.

11.

W-Am Good morning, Lewis. Are you excited to go to the annual conference?

M-Au Yes! I'm looking forward to learning about any new software that we could use to
develop our smart kitchen appliances. I just wish I could get there earlier so I'd have time
to explore the city.

W-Am Well, there are no presentations in the evenings.

M-Au That's a good point. I should see how late museums are open.

W-Am Don't forget to keep all your receipts— I use an app to help me manage mine. It
makes getting reimbursed a lot easier.

12.

M-Au I spoke to Representative Kimura from the city council today. He's joining us in the
studio on Tuesday so we can interview him about the city council's budget plans.

W-Am Great! Our listeners always appreciate those interviews. I already have a list of
questions to ask him. By the way, do you have time to listen to the recordings of last week's
shows and compare them to the transcripts, make any changes that need to be made? I'd
like to post them to the Web site tomorrow.

M-Au Doesn't the voice-recognition software generate the transcripts?

W-Am Yes, but the program isn't completely accurate.