تحلیل لیسنینگ آیلتس آکادمیک و جنرال کمبریج 12 - تست 3: بررسی سوالات، نکات کلیدی و استراتژی‌های پاسخ‌دهی

📝 Question 1: "In town centre, starting at 1 **2.45**"

🔹 Correct Answer: 2.45

📍 Location in Audio Script: "People start gathering around 2 o’clock... and the events will start at **2.45** (📍Q1)..."

🔹 Analysis of the Answer: The question asks for the **starting time** of the events, which is directly stated in the audio script as **2.45**.

⚠️ Potential Traps: The mention of "**2 o'clock**" (gathering time) could be a distractor.

⭐ Key Learning Point: Pay close attention to the exact wording of the question ("**starting at**") to avoid being misled by similar but incorrect times.

📝 Question 2: "A 2 **band** will perform"

🔹 Correct Answer: band

📍 Location in Audio Script: "Then there’ll be a performance by a **band** (📍Q2)."

🔹 Analysis of the Answer: The audio script directly states that a **band** will perform after the mayor's speech.

⚠️ Potential Traps: The audio mentions a **children’s choir** performance in past years, which is a distractor.

⭐ Key Learning Point: Listen carefully to the **specific detail mentioned about the current year**, instead of information about past events.

📝 Question 3: "Performance of a 3 **play** about Hele Tungate (a 4 .... )"

🔹 Correct Answer: play

📍 Location in Audio Script: "After that, a community group from the town will perform a **play** (📍Q3) they’ve written themselves, just a short one."

🔹 Analysis of the Answer: The audio explicitly mentions a "**play**" being performed by a community group.

⚠️ Potential Traps: None.

⭐ Key Learning Point: The question uses the word "**performance**" which is a keyword for this part of the audio script, listen for **words that are related to "performance"**.

📝 Question 4: "Performance of a 3 ..... about Hele Tungate (a 4 **scientist** )"

🔹 Correct Answer: scientist

📍 Location in Audio Script: "I certainly have. She was a **scientist** (📍Q4) years ago."

🔹 Analysis of the Answer: The woman in the audio states that **Helen Tungate** "**was a scientist** years ago", which is the answer to the question.

⚠️ Potential Traps: The audio contains **additional information** about **Helen Tungate**, but only her occupation is relevant to this question.

⭐ Key Learning Point: Focus on identifying the **specific information asked for** in the question.

📝 Question 5: "Evening fireworks display situated across the 5 **river**"

🔹 Correct Answer: river

📍 Location in Audio Script: "...the display takes place on the opposite side of the **river** (📍Q5)."

🔹 Analysis of the Answer: The audio script specifies that the fireworks display is situated on the **opposite side of the river**.

⚠️ Potential Traps: The audio mentions the **park** as a good viewing place for the fireworks, but that is **not where the display is situated**.

⭐ Key Learning Point: Pay attention to what is being asked about the display - **where it is situated** rather than where to view it from.

📝 Question 6: "Videos about relationships that children have with their 6 **grandparents**"

🔹 Correct Answer: grandparents

📍 Location in Audio Script: "...all connected with relationships between children and their **grandparents** (📍Q6)."

🔹 Analysis of the Answer: The audio clearly indicates that the videos are about the relationships between children and their **grandparents**.

⚠️ Potential Traps: The audio also contains mention of "**children and parents**" but this is described as a contrast to the videos being shown.

⭐ Key Learning Point: Be aware of **contrasting statements** to identify the answer.

📝 Question 7: "Venue: 7 **Handsworth**"

🔹 Correct Answer: Handsworth

📍 Location in Audio Script: "...the videos are being shown in **Handsworth** House (📍Q7)."

🔹 Analysis of the Answer: The venue is directly mentioned as "**Handsworth House**," making the answer "**Handsworth**".

⚠️ Potential Traps: The audio mentions the "**art college**" which is the place where the videos were created **not the place they are being shown**.

⭐ Key Learning Point: Pay attention to what the questions are asking, in this case the **venue where the videos are being shown**.

📝 Question 8: "Performance of 8 **traditional** dances"

🔹 Correct Answer: traditional

📍 Location in Audio Script: "...there’ll be a demonstration of **traditional** (📍Q8) dances from all round the country."

🔹 Analysis of the Answer: The audio script explicitly uses the term "**traditional dances**" which is the answer to the question.

⚠️ Potential Traps: The woman mentions being interested in **ballet** which is a distractor.

⭐ Key Learning Point: Pay attention to the **specific words used to describe the type of dances**.

📝 Question 9: "Venue: the 9 **outdoor** market in the town centre"

🔹 Correct Answer: outdoor

📍 Location in Audio Script: "It’s in the market in the town centre – the **outdoor** one, not the covered market (📍Q9)."

🔹 Analysis of the Answer: The man clarifies that it's in the "**outdoor**" market and not the "**covered market**", so the correct answer is "**outdoor**."

⚠️ Potential Traps: The mention of "**covered market**" is a a distractor.

⭐ Key Learning Point: Identify **clarifying statements** that make the correct answer more specific.

📝 Question 10: "...shops which have the festival 10 **logo** in their windows"

🔹 Correct Answer: logo

📍 Location in Audio Script: "...or from any shops displaying our **logo** (📍Q10) in the windows."

🔹 Analysis of the Answer: The audio states that tickets can be purchased from shops displaying the festival "**logo**."

⚠️ Potential Traps: None

⭐ Key Learning Point: Listen carefully for the **specific item that is being displayed** in the window.

MAN:                 Good morning, Kenton Festival box office. How can I help you?

WOMAN:         Oh, good morning. I’m coming to Kenton for a few days’ holiday next month, and a friend told me there’s a festival. She gave me this number to find out about it.

MAN:                 That’s right, the festival begins on the 16th of May (Example) and goes on till the 19th.

WOMAN:         Oh, that’s great. I’ll be there from the 15th till the 19th. So could you tell me the programme, please?

MAN:                 Well, on the first day, there’s the opening ceremony, in the town centre. People start gathering around 2 o’clock, to get a good place to see from, and the events will start at **2.45** (📍Q1), and finish about 5.30.

WOMAN:         OK, thanks. I’ll make sure I get there early to get a good spot.

MAN:                 The festival will be officially opened by the mayor. He’ll just speak for a few minutes, welcoming everyone to the festival. All the town councillors will be there, and of course lots of other people.

WOMAN:         Right.

MAN:                   Then there’ll be a performance by a **band** (📍Q2). Most years we have a children’s choir, but this year the local army cadets offered to perform, and they’re very good.

WOMAN:         Uhuh.

MAN:                   After that, a community group from the town will perform a **play** (📍Q3) they’ve written themselves, just a short one. It’s about **Helen Tungate**. I don’t know if you’ve heard of her?

WOMAN:         I certainly have. She was a **scientist** (📍Q4) years ago.

MAN:                 That’s right. She was born in Kenton exactly 100 years ago, so we’re celebrating her centenary.

WOMAN:         I’m a biologist, so I’ve always been interested in her, I didn’t realise she came from Kenton.

MAN:                 Yes. Well, all that will take place in the afternoon, and later, as the sun sets, there’ll be a firework display. You should go to the park to watch, as you’ll get the best view from there, and the display takes place on the opposite side of the **river** (📍Q5). It’s always one of the most popular events in the festival.

WOMAN:         Sounds great.

WOMAN:         And what’s happening on the other days?

MAN:                 There are several events that go on the whole time. For example, the students of the art college have produced a number of videos, all connected with relationships between children and their **grandparents** (📍Q6).

WOMAN:         That sounds interesting. It makes a change from children and parents, doesn’t it!

MAN:                 Exactly. Because the art college is in use for classes, throughout the festival, the videos are being shown in **Handsworth** House (📍Q7).

WOMAN:         How do you spell the name?

MAN:                 H-A-N-D-S-W-O-R-T-H. Handsworth House. It’s close to the Town Hall.

WOMAN:         Right.

MAN:                 Now let me see, what else can I tell you about?

WOMAN:         Are there any displays of ballet dancing? I’m particularly interested in that as I do it as a hobby.

MAN:                 There isn’t any ballet, I’m afraid, but there’ll be a demonstration of **traditional** (📍Q8) dances from all round the country.

WOMAN:         Oh, that’d be nice. Where’s that being held?

MAN:                   It’s in the market in the town centre – the **outdoor** one, not the covered market (📍Q9). And it’s on at 2 and 5 every afternoon of the festival, apart from the first day.

WOMAN:         Lovely. I’m interested in all kinds of dancing, so I’m sure I’ll enjoy that!

MAN:                 Mmm. I’m sure you will.

WOMAN:         And I’d really like to go to some concerts, if there are any.

MAN:                 Yes, there are several. Three performed by professionals, and one by local children.

WOMAN:         And where is it being held?

MAN:                 It’s in the library, which is in Part Street. On the 18th, at 6.30 in the evening.

WOMAN:         I presume I’ll need tickets for that.

MAN:                   Yes, you can book online, or you can buy them when you arrive in Kenton, either at the festival box office, or from any shops displaying our **logo** (📍Q10) in the windows.

WOMAN:         Well, I think that’ll keep me busy for the whole of my stay in Kenton. Thank you so much for all your help.

MAN:                 You’re welcome. I hope you enjoy your stay.

WOMAN:         Thank you. Goodbye.

📝 Question 11: "When the group meet at the airport they will have"

🔹 Correct Answer: B (coffee)

📍 Location in Audio Script: "I suggest we meet there for **coffee** (📍Q11) at 10, which should give us plenty of time for breakfast before we leave home."

🔹 Analysis of the Answer: The speaker suggests meeting for **coffee** at the airport.

⚠️ Potential Traps: The audio mentions having **breakfast before leaving home**.

⭐ Key Learning Point: Pay attention to the **order of events**.

📝 Question 12: "The group will be met at Munich airport by"

🔹 Correct Answer: C (a tour operator)

📍 Location in Audio Script: "When we arrive in Munich, we’ll be met at the airport by **Claus Bauer**. **Claus** works for a **tour operator** (📍Q12)..."

🔹 Analysis of the Answer: The audio specifies that **Claus Bauer**, who will meet them, works for "**a tour operator**".

⚠️ Potential Traps: A National Theatre officer is mentioned, but they meet the group **later**.

⭐ Key Learning Point: Listen carefully for details regarding **when** the various individuals will meet the group.

📝 Question 13: "How much will they pay per night for a double room at the hotel?"

🔹 Correct Answer: A (110 euros)

📍 Location in Audio Script: "I’d hoped to get that down to 120 euros, but in fact I’ve been able to negotiate a rate of **110** (📍Q13)."

🔹 Analysis of the Answer: The speaker mentions the final **negotiated rate is 110 euros**.

⚠️ Potential Traps: Higher rates of **150** and **120 euros** are mentioned as distractors.

⭐ Key Learning Point: Listen for **changes or negotiations** of original information.

📝 Question 14: "What type of restaurant will they go to on Tuesday evening?"

🔹 Correct Answer: B (a Lebanese restaurant)

📍 Location in Audio Script: "...I must confess that I decided to book a **Lebanese one** (📍Q14), as we have plenty of opportunities to go to an Italian restaurant at home."

🔹 Analysis of the Answer: The speaker chose a **Lebanese restaurant**.

⚠️ Potential Traps: "**A typical local restaurant**" and "**an Italian restaurant**" are mentioned but are not the final choice.

⭐ Key Learning Point: Note the **speaker's final decision**.

📝 Question 15: "Who will they meet on Wednesday afternoon?"

🔹 Correct Answer: C (a theatre director)

📍 Location in Audio Script: "On Wednesday afternoon, the **director** (📍Q15) of the play we’re going to see that evening will talk to us at the theatre."

🔹 Analysis of the Answer: They will meet the "**director**" of the play.

⚠️ Potential Traps: The **playwright** is mentioned but is **unlikely to attend**.

⭐ Key Learning Point: Identify the **specific role** of the individual meeting the group.

📝 Question 16: "Wednesday"

🔹 Correct Answer: F (The play will be performed for the first time)

📍 Location in Audio Script: "The play we’re seeing on Wednesday evening is a modern one, and we’re going to the **premiere** (📍Q16)..."

🔹 Analysis of the Answer: A **premiere** is defined as the **first performance**.

⚠️ Potential Traps: Details about the playwright's illness are not the correct answer.

⭐ Key Learning Point: Match the correct definition to the phrases used in the audio script.

📝 Question 17: "Thursday"

🔹 Correct Answer: B (The play was written to celebrate an anniversary)

📍 Location in Audio Script: "...when it was commissioned to **mark a hundred years since the birth** in the town of a well-known scientist (📍Q17)."

🔹 Analysis of the Answer: The play was written to celebrate the **centenary of a scientist's birth**, which is an **anniversary**.

⚠️ Potential Traps: Details about the scientist are distracting.

⭐ Key Learning Point: Pay attention to the **reason for why the play was written**.

📝 Question 18: "Friday"

🔹 Correct Answer: E (The play will be performed outdoors)

📍 Location in Audio Script: "...as it’ll be in the **garden of a palace** (📍Q18)."

🔹 Analysis of the Answer: The play is in the "**garden** of a palace," which indicates an **outdoor performance**.

⚠️ Potential Traps: The mention of packing clothes is a distractor.

⭐ Key Learning Point: Identify that a **garden is an outdoor space**.

📝 Question 19: "Saturday"

🔹 Correct Answer: G (The performance will be attended by officials from the town)

📍 Location in Audio Script: "...and the **mayor and all the other dignitaries of the town will be attending** (📍Q19)."

🔹 Analysis of the Answer: The audio states that the **mayor and other town dignitaries** will attend the performance.

⚠️ Potential Traps: Mentions of a reception and a band playing are not the correct answer.

⭐ Key Learning Point: Identify the **correct individuals** who will be attending the play.

📝 Question 20: "Monday"

🔹 Correct Answer: C (The play will be performed inside historic building)

📍 Location in Audio Script: "...it’s in the stunning setting of the **old Town Hall**, which dates back to the **14th century** (📍Q20)."

🔹 Analysis of the Answer: The **old Town Hall** is a **historic building**.

⚠️ Potential Traps: The lead actor's anniversary is mentioned but is not the answer.

⭐ Key Learning Point: Identify the **type of building** where the play is being performed.

Right. I’ve now almost succeeded in finalising plans for our tour, so I’ll bring you up to date with what I know.

As you know, we’re flying first to Munich, on Monday the 4th.

The flight is at 11.30, so it’s too early to have lunch at the airport. I suggest we meet there for **coffee** (📍Q11) at 10, which should give us plenty of time for breakfast before we leave home.

When we arrive in Munich, we’ll be met at the airport by **Claus Bauer**. **Claus** works for a **tour operator** (📍Q12), and he’ll look after us for the time we’ll be in Germany. He’s already liaised with the managers of the theatres we’re going to visit, and he’s also arranged for an officer of the National Theatre in Munich to show us round the theatre one afternoon during our stay.

Now last time we discussed this trip, I didn’t have the precise cost for hotel rooms, but now I have. The normal rate at the hotel where we’re staying is 150 euros a night for a double room. I’d hoped to get that down to 120 euros, but in fact I’ve been able to negotiate a rate of **110** (📍Q13). That’ll be reflected in the final payment which you’ll need to make by the end of this week.

On Tuesday, the day after our arrival, I had hoped we could sit in on a rehearsal at one of the theatres, but unfortunately that’s proved very difficult to arrange, so instead we’ll have a coach trip to one of the amazing castles in the mountains south of Munich.

On Tuesday evening, we’ll all have dinner together in a restaurant near our hotel. From talking to you all about your preferences, it was clear that a typical local restaurant would be too meat-oriented for some of you. Some of you suggested an Italian restaurant, but I must confess that I decided to book a **Lebanese one** (📍Q14), as we have plenty of opportunities to go to an Italian restaurant at home.

On Wednesday afternoon, the **director** (📍Q15) of the play we’re going to see that evening will talk to us at the theatre. She’ll describe the whole process of producing a play, including how she chose the actors, and, as the play we’re going to see is a modern one, how she worked with the playwright.

Right. Now I’d just like to make a few points about the plays we’re going to see, partly because it might influence your choice of clothes to take with you!

The play we’re seeing on **Wednesday** evening is a modern one, and we’re going to the **premiere** (📍Q16), so it’ll be quite a dressy occasion, though of course you don’t have to dress formally. I gather it’s rather a multimedia production, with amazing lighting effects and a soundtrack of electronic music, though unfortunately the playwright is ill and is unlikely to be able to attend.

On **Thursday** we’re seeing a play that was first performed last year, when it was commissioned to **mark a hundred years since the birth** (📍Q17) in the town of a well-known scientist. We’re going to see a revival of that production, which aroused a lot of interest.

**Friday’s** play will really make you think hard about what clothes to pack, as it’ll be in the **garden of a palace** (📍Q18). It’s a beautiful setting, but I’d better warn you, there won’t be much protection from the wind.

On **Saturday**, we’re going by coach to a theatre in another town, not far from Munich. This will be the opening of a drama festival, and the **mayor and all the other dignitaries of the town will be attending** (📍Q19). After the performance, the mayor is hosting a reception for all the audience, and there’ll be a band playing traditional music of the region.

And after having a day off on Sunday, our final play is on **Monday**, and it’s in the stunning setting of the **old Town Hall, which dates back to the 14th century** (📍Q20). The performance marks the fifty years that the lead actor has been on stage, and the play is the one where he made his first professional appearance, all those years ago.

📝 Question 21: "James chose to take Scandinavian Studies because when he was a child"

🔹 Correct Answer: C (a number of Danish people visited his family)

📍 Location in Audio Script: "But whenever her relations or friends were in England they **always came to see us** (📍Q21)."

🔹 Analysis of the Answer: **James** explains that his Danish relatives and friends **always visited his family** in England.

⚠️ Potential Traps: His mother talked about Denmark and he wanted to visit, but these are **not the direct reason** for choosing the course.

⭐ Key Learning Point: Identify the **reason for taking the course** from a list of potential reasons.

📝 Question 22: "When he graduates James would like to"

🔹 Correct Answer: B (work in the media)

📍 Location in Audio Script: "I’m interested in **journalism**, and I quite like the idea of moving to Scandinavia and **writing for magazines** (📍Q22)."

🔹 Analysis of the Answer: **James** mentions **journalism** and **writing for magazines**, which falls under the **media** category.

⚠️ Potential Traps: He does **not want to translate** after graduating.

⭐ Key Learning Point: Determine **which industry the career aspiration falls under**.

📝 Question 23: "Which course will end this term?"

🔹 Correct Answer: B (Scandinavian literature)

📍 Location in Audio Script: "...but the one on **Scandinavian literature** (📍Q23) that’s running at the moment will be **replaced** by more specialised courses."

🔹 Analysis of the Answer: The course on **Scandinavian literature will be replaced**, meaning it will **end this term**.

⚠️ Potential Traps: The **Swedish cinema** course is **continuing** next term.

⭐ Key Learning Point: Identify which course will be **replaced**.

📝 Question 24: "They agree that James’ literature paper this term will be on"

🔹 Correct Answer: A (19th century playwrights)

📍 Location in Audio Script: "You might find modern novels or **19th century playwrights** interesting. (📍Q24)" and "**I’ve read or seen several plays** in translation, so that would be a **good idea**."

🔹 Analysis of the Answer: After discussing options, they agree that **19th century playwrights** would be a **good idea**.

⚠️ Potential Traps: **Icelandic sagas** are mentioned but **not chosen**.

⭐ Key Learning Point: Identify the topic they **agree upon** after discussing potential options.

📝 Question 25: "Beth recommends that James’ paper should be"

🔹 Correct Answer: C (a study of the social background to the literature)

📍 Location in Audio Script: "...I think you first need to get an understanding of the literature in the **context of the society** (📍Q25) in which it was produced..."

🔹 Analysis of the Answer: **Beth** advises **James** to focus on the **social context** of the literature.

⚠️ Potential Traps: She advises against a detailed analysis of a single writer.

⭐ Key Learning Point: Focus on the **main advice Beth gives to James**.

📝 Question 26: "How James will write his paper on the Vikings - He’ll read a 26 **student paper** and choose his topic"

🔹 Correct Answer: student paper

📍 Location in Audio Script: "...read an assignment a **student wrote last year** (📍Q26), which is kept in the library."

🔹 Analysis of the Answer: **Beth** suggests **James** read a **student's assignment** first.

⚠️ Potential Traps: Reading **textbooks** is **not advised as the first step**.

⭐ Key Learning Point: Focus on the **action that Beth advises him to do first**.

📝 Question 27: "How James will write his paper on the Vikings - He’ll borrow a 27 **documentary** from Beth"

🔹 Correct Answer: documentary

📍 Location in Audio Script: "But I’ve got a recording of a **documentary** (📍Q27) that you should watch."

🔹 Analysis of the Answer: **Beth** will lend **James** a recording of a **documentary**.

⚠️ Potential Traps: He is advised to **ignore a film**.

⭐ Key Learning Point: Identify the **specific type of video** that **Beth** suggests.

📝 Question 28: "How James will write his paper on the Vikings - He’ll plan the 28 **structure** of the paper"

🔹 Correct Answer: structure

📍 Location in Audio Script: "**So then should I work out an outline**? (📍Q28)"

🔹 Analysis of the Answer: **James** and **Beth** discuss that he needs to work out an "**outline**," which relates to the "**structure**" of the paper.

⚠️ Potential Traps: None

⭐ Key Learning Point: Match "**outline**" with "**structure**."

📝 Question 29: "How James will write his paper on the Vikings - He’ll read some material and write 29 **notes**"

🔹 Correct Answer: notes

📍 Location in Audio Script: "...and take **notes** (📍Q29) which you organise according to those headings."

🔹 Analysis of the Answer: **Beth** advises **James** to take **notes** after reading.

⚠️ Potential Traps: None

⭐ Key Learning Point: Identify **what type of record to keep** after reading.

📝 Question 30: "How James will write his paper on the Vikings - He’ll write paper using 30 **bullet points**"

🔹 Correct Answer: bullet points

📍 Location in Audio Script: "Then put short phrases and sentences as **bullet points** (📍Q30) under each heading."

🔹 Analysis of the Answer: **James** and **Beth** discuss using **bullet points** under each heading.

⚠️ Potential Traps: None

⭐ Key Learning Point: Determine **which structure** will be used to make the skeleton of his paper.

📝 Question 31: "Conflict mostly consists of behavior in the general category of 31 **bullying**"

🔹 Correct Answer: bullying

📍 Location in Audio Script: "Much of this is covered by the term **bullying** (📍Q31)..."

🔹 Analysis of the Answer: The audio script indicates that conflict often falls into the category of "**bullying**."

⚠️ Potential Traps: The general **definition of conflict** is given first.

⭐ Key Learning Point: Identify **what word the behavior is categorized as**.

📝 Question 32: "Often a result of people wanting to prove their 32 **superiority**"

🔹 Correct Answer: superiority

📍 Location in Audio Script: "...often it’s caused by someone who feels the need to show their **superiority** (📍Q32) over someone else..."

🔹 Analysis of the Answer: Conflict can arise from a need to show "**superiority**".

⚠️ Potential Traps: None

⭐ Key Learning Point: Identify the **key word** that explains why conflict arises.

📝 Question 33: "Also cause by differences in 33 **personality** between people"

🔹 Correct Answer: personality

📍 Location in Audio Script: "...on the basis that the **personality** (📍Q33) of one is in some way incompatible with that of the other person."

🔹 Analysis of the Answer: A cause for conflict is "**personality**" differences.

⚠️ Potential Traps: None

⭐ Key Learning Point: Focus on the words that explain the **type of difference** that leads to conflict.

📝 Question 34: "34 **structural** conflicts: people more concerned about own team than about company"

🔹 Correct Answer: structural

📍 Location in Audio Script: "These conflicts are called ‘**structural**’ (📍Q34)..."

🔹 Analysis of the Answer: The audio identifies this type of conflict as "**structural**."

⚠️ Potential Traps: None

⭐ Key Learning Point: Determine the **term for the type of conflict** being described.

📝 Question 35: "Conflict related stress can cause 35 **absence** that may last for months"

🔹 Correct Answer: absence

📍 Location in Audio Script: "...resulting in their **absence** (📍Q35) from work, possibly for months."

🔹 Analysis of the Answer: Conflict-related stress may result in "**absence**" from work.

⚠️ Potential Traps: None

⭐ Key Learning Point: Identify the **effect of the stress** on the employee.

📝 Question 36: "Many have both 36 **confidence** and anxiety"

🔹 Correct Answer: confidence

📍 Location in Audio Script: "Many CEOs combine two opposing characteristics: **confidence** (📍Q36) – that is, the belief that they’re capable of great achievements – with a high level of anxiety..."

🔹 Analysis of the Answer: **CEOs** combine "**confidence**" and anxiety.

⚠️ Potential Traps: None

⭐ Key Learning Point: Identify the **trait that is combined with anxiety**.

📝 Question 37: "There may be conflict between people who have different 37 **visions**"

🔹 Correct Answer: visions

📍 Location in Audio Script: "When they can’t agree on strategic issues and on **where they see the business going**, there are real problems (📍Q37)."

🔹 Analysis of the Answer: Conflict occurs when people have different "**visions**" (where they see the business going).

⚠️ Potential Traps: None.

⭐ Key Learning Point: Note how **differing opinions** on the business direction leads to conflict.

📝 Question 38: "A structure that is more 38 **democratic** may create a feeling of uncertainty about who staff should report to"

🔹 Correct Answer: democratic

📍 Location in Audio Script: "...a company with a more **democratic** (📍Q38) business model, can suffer more, when uncertainly about who to report to leads to conflicting demands."

🔹 Analysis of the Answer: A "**democratic**" business model can lead to uncertainty and conflict about reporting structures.

⚠️ Potential Traps: The audio discusses an **autocratic model** in contrast.

⭐ Key Learning Point: Focus on the **type of business model that actually causes the problem**.

📝 Question 39: "Bosses need to try hard to gain 39 **respect**"

🔹 Correct Answer: respect

📍 Location in Audio Script: "A good manager... will make efforts to earn the **respect** (📍Q39) of the people they work with..."

🔹 Analysis of the Answer: Managers need to earn the "**respect**" of their colleagues.

⚠️ Potential Traps: None

⭐ Key Learning Point: Identify **what managers need to work hard to achieve**.

📝 Question 40: "Someone from outside the company may be given the role of 40 **mediator** in order to resolve conflicts"

🔹 Correct Answer: mediator

📍 Location in Audio Script: "...then an external **mediator** (📍Q40) might be able to help."

🔹 Analysis of the Answer: An external "**mediator**" may help to resolve conflicts.

⚠️ Potential Traps: None

⭐ Key Learning Point: Determine the **role of an outside individual** in helping to resolve conflicts.

Over the years, attitudes towards workers have changed considerably. After all, there was a time when workers had no rights at all, and laboured in appalling conditions. Conditions have improved a lot, but conflict in the workplace is still common. And human resources managers nowadays need to be able to deal with it when necessary.

What is conflict in the workplace? Definitions vary, but I’m taking it to refer to a whole range of behaviours that the victim finds unacceptable, from minor, harmless arguments to – at the opposite extreme – physical violence. Much of this is covered by the term **bullying** (📍Q31), by which I mean one or more people behaving abusively or aggressively against another who is in a weaker position. Although all behaviour like this is a form of conflict, not all conflict can be described in these terms.

As with all human behaviour, there are numerous reasons for it. But often it’s caused by someone who feels the need to show their **superiority** (📍Q32) over someone else, in order to feel that they aren’t at the lowest level in a hierarchy or a group of people.

In some cases one person simply dislikes the other, on the basis that the **personality** (📍Q33) of one is in some way incompatible with that of the other person. A general habit of optimism in one person could make them intolerant of a colleague who’s constantly pessimistic – not that that justifies treating them badly, of course.

Some conflicts arise when people are more interested in promoting themselves and their team than in the company as a whole. These conflicts are called ‘**structural**’ (📍Q34), and could come about, for example, when a sales team believe they are the only people in the business who do any useful work, and look down on behind-the-scenes administrators.

Conflict obviously affects the individuals concerned – the situation is likely to be very stressful for victims, resulting in their **absence** (📍Q35) from work, possibly for months. For the company, if no effort is made to deal with conflict, it can spiral out of control, and even lead to the breakdown of the business.

Some interesting work with chief executives – **CEOs** – has uncovered some of the reasons why they may treat colleagues badly. Many CEOs combine two opposing characteristics: **confidence** (📍Q36) – that is, the belief that they’re capable of great achievements – with a high level of anxiety, a fear of missing targets, whether set by themselves or by the directors of the company. This combination can make them respond badly to anyone who questions their decisions.

In a high pressure work environment, such characteristics become problematic. And it’s particularly difficult to tackle the situation where colleagues, managers and board members are all trying to achieve their own visions. When they can’t agree on strategic issues and on **where they see the business going** (📍Q37), there are real problems.

For managers at lower levels within the organisation, it might seem that an autocratic form of management – where the chief executive gives orders and everyone else has to obey – would see more conflict than others. Interestingly, though, a company with a more **democratic** (📍Q38) business model, can suffer more, when uncertainly about who to report to leads to conflicting demands.

Now I’ll say a little about dealing with the type of conflict that has harmful effects. Of course the ideal is to prevent it arising in the first place. A good manager, at any level, will make efforts to earn the **respect** (📍Q39) of the people they work with, particularly those who report to them. That will involve politeness in all communications, and treating them as equals who happen to have a different role within the organisation.

Sometimes, of course, conflict does occur, and can get out of hand. In such cases the human resources department often gets involved. However, if one of the parties in a conflict sees human resources as simply a mouthpiece for the chief executive, then an external **mediator** (📍Q40) might be able to help. By talking to both sides, and trying to find the truth of what’s been happening, they can build a clear picture of the situation, and give feedback that both sides will accept, precisely because they’re independent.