Centre Number

Candidate Number

Candidate Name

UNIVERSITY OF CAMBRIDGE ESOL EXAMINATIONS

English for Speakers of Other Languages

Cambridge ESOL Certificates in ESOL for Work

Reading and Listening D141

Sample Test Additional materials: Answer sheet

TIME Approx. 110 minutes

Do not open this paper until you are told to do so. Write your name, Centre number and candidate number at the top of this page. Listening: About 50 minutes. As you listen, write your answers in this Question Paper. When the listening test

finishes, you have 5 minutes to copy your answers onto your answer sheet. Reading: 60 minutes. Write your answers on your answer sheet. Write clearly in pencil, not pen.

FOR EXAMINER�S USE Listening 50

Reading 60

Overall 110

This question paper consists of 29 printed pages and 3 blank pages. 500/2178/3, 500/2177/1 © UCLES 2008 [Turn over

2

BLANK PAGE

3

LISTENING

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LISTENING

PART ONE Questions 1 � 10 • You will hear 10 short recordings. • For questions 1 � 10, circle one letter A, B or C for the correct answer. • You will hear each recording twice. 1 Which of the products ordered are out of stock?

2 What is the first thing that the speaker usually does at work?

C

B A

C

B A

5

3 Which is the company�s best selling range? 4 Which piece of equipment needs to be repaired?

C

B A

C

B A

6

5 Where has the company sold most of its new products?

Which training courses does Claire decide to take? A quality assurance B production processes

6

C operations management

What is the man�s opinion of Garvey�s? A They offer value for money. B They produce high quality goods.

7

C Their deliveries are reliable.

C

B A

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What does the woman want her colleague to do? A demonstrate how to operate some new equipment B answer questions from new employees

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C write a user guide

Who is the shop assistant talking to? A her boss B another assistant

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C a customer

What does the man do? A He's a trainer. B He's a receptionist.

10

C He's a student.

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PART TWO Questions 11 � 22 • You will hear three conversations. • Fill in the missing information in the numbered spaces, using one or two words or a

number. • You will hear each conversation once only. Conversation One Questions 11 � 14

• Look at the form below. • You will hear a woman questioning a visitor at a trade fair for a market survey.

Market Survey Questionnaire Company name: Agri-Techno Product: farm (11) ��������� Name of delegate: James (12) ��������� Position in company: (13) ��������� Length of visit: (14) ��������� Conversation Two Questions 15 � 18 • Look at the notes below. • You will hear a man giving some information to new hotel staff on their first day at work.

Notes for First Day

The staff room is on the (15) �������������. floor � Room F249. (16) �������������. will be issued on Wednesday. Collect (17) �������������. from laundry at midday. There will be a test of the (18) �������������. at 3.30pm today.

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Conversation Three Questions 19 � 22 • Look at the note below. • You will hear a man leaving a message for his company�s printing department about

changes needed on a print order.

Message from: Paul Kwok, Accounts Department (job reference (19) �������������.) Requirements:

• Letterhead: Put correct (20) �������������. • Invoice Pro Forma: Include space for writing in the (21) �������������. • Expenses forms: Add category for (22) �������������. (visitors)

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PART THREE Section One Questions 23 � 27

• You will hear five trainee managers saying what they find difficult about their jobs. • As you listen, decide what each speaker finds difficult. • Choose your answer from the list A – I, and write the correct letter in the space provided. • You will hear the five pieces once only. Example: ...... I ....... A telephoning

B writing letters

23 Person 1 ................................. C writing reports

24 Person 2 ................................. D contributing in meetings

25 Person 3 ................................. E giving presentations

26 Person 4 ................................. F socialising with customers

27 Person 5 ................................. G taking minutes

H interviewing

I writing memos Section Two Questions 28 � 32

• You will hear five speakers talking about mistakes made by retail companies. • As you listen, decide which mistake each speaker refers to. • Choose your answer from the list A � I, and write the correct letter in the space provided. • You will hear the five pieces once only. Example: �� I �� A Staff lacked training in customer service.

B Space in the shop was wasted.

28 Person 1 ������� C A popular item was discontinued.

29 Person 2 ������� D Sales assistants were not made familiar with products.

30 Person 3 ������� E Deliveries of stock were inadequate.

31 Person 4 ������� F Too much money was spent on display fittings.

32 Person 5 ������� G Some items were stocked in a limited number of stores.

H Nobody had responsibility for stock control.

I Items seemed out-dated.

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PART FOUR Section One Questions 33 � 38

• You will hear two friends, Matthew and Anthea, discussing a curriculum vitae (CV) that Matthew has written.

• For questions 33 � 38, circle one letter A, B or C for the correct answer. • You will hear the conversation twice. 33 What does Anthea say about the length of CVs? A CVs should always be a maximum of two pages long. B Shorter CVs tend to please most employers. C Length should depend on the type of job people want. 34 According to Anthea, what should Matthew have included at the top of his CV? A full contact details B age and nationality C marital status 35 What does Matthew say he will do before he finalises his CV? A find out about the work of an employer B make his achievements sound impressive C give examples of responsibilities he had in his last job 36 What information does Anthea suggest Matthew should add to his CV? A the fact that he enjoys reading B a club he belongs to C the foreign language he speaks 37 What does Anthea say Matthew should change about the presentation of his CV? A He should use two columns. B He should reduce the font size. C He should use bold type for headings. 38 What does Anthea offer to help Matthew with? A looking for some useful websites B choosing a suitable photograph C checking spelling and grammar

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Section Two Questions 39 � 44

• You will hear a supervisor, called Belinda, talking to new recruits at AnswerCall, a call centre.

• For questions 39 � 44, circle one letter A, B or C for the correct answer. • You will hear the talk twice. 39 Jane Westwood decided to set up AnswerCall because A she�d sometimes received poor service on the phone herself. B she�d seen how phone calls needed to be dealt with. C she�d been asked for help by a number of companies. 40 The supervisor says AnswerCall helped one particular company when A it was short-staffed due to illness. B it wanted to close for holidays. C it had a lot of extra business. 41 AnswerCall�s main clients are A health care providers. B catering firms. C car manufacturers. 42 What does the supervisor think is the main reason for AnswerCall�s success? A It has a close relationship with clients. B Its callers are unaware it�s a call centre. C Its staff have a highly professional manner. 43 What will training for the recruits include? A dealing with angry callers B general customer service C assessing callers� needs 44 What does the supervisor say call centre staff often forget? A to use simple language B to be aware of body language C to speak loudly enough

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Section Three Questions 45 � 50

• You will hear Dan and Kasha, two junior managers working for the shoe manufacturer, Kingston. They are discussing a seminar Dan attended on quality control (QC) issues.

• For questions 45 � 50, circle one letter A, B or C for the correct answer. • You will hear the discussion twice. 45 What was the first part of the seminar about? A the differences between quality assurance and quality control B the importance of the consultation process in quality control C a general history of quality control in their industry 46 Dan thinks the most interesting part of the seminar was on evaluating A the raw materials. B the production process. C the finished products. 47 Kasha thinks the current quality control systems at Kingston are A too expensive. B carried out too late. C too difficult to follow. 48 Dan thinks that Kingston�s existing quality control processes A do not fit in with modern production techniques. B send a negative message to clients. C affect employee morale. 49 What does Kingston plan to do to improve its QC systems? A specify who is in charge of each stage B do a full cost/benefit analysis C present data in a more manageable way 50 Dan and Kasha agree that following on from this seminar, Kingston should try to

improve its A choice of managers. B health and safety record. C internal communications.

That is the end of the Listening Section. You now have 5 minutes to copy your answers onto your answer sheet.

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READING and LANGUAGE KNOWLEDGE PART ONE Section One Questions 51 � 57 • Look at the following messages and notices. • For questions 51 � 57, mark one letter A, B or C on your answer sheet. Example:

STORE CONTENTS IN A COOL PLACE OUT OF DIRECT SUNLIGHT

A The contents should be kept at a constant temperature. B The contents are sensitive to heat and light. C The contents must be kept frozen.

A B C 0

51

Clare is asking George A how many pens he ordered. B whether he would like more pens. C what discount on pens he arranged.

52

AST, a major employer in Buckinghamshire, have announced they are to axe a minimum of 50 jobs in a downsizing programme designed to cut costs by at least £1m over the next 12 months.

Staff levels at AST are being cut in order to A reduce costs to £1m. B avoid further rises in costs. C lower costs in the coming year.

! MESSAGE To: George From: Clare

Martin Promotions called about your order for 10,000 pens with our logo. They could do 12,000 with a 7% discount. Do you want the extra ones?

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53

The graph shows that in 2007 A Syscom�s share of the market was weakest in Greater London B Syscom slightly outperformed Tech Solutions in the North East. C Syscom�s greatest market share was in the Midlands.

54

All sales hotline staff, please note � For orders received before 1pm Monday through Thursday, tell customers we guarantee next day delivery. For those received after that time, explain that we can deliver within two working days.

If customers place an order from Monday to Thursday in the morning, A they will receive their order before 1pm. B the goods will be delivered two days later. C they are assured of a delivery the following day.

SHARE OF MARKET

01020304050607080

Midlands North East Greater London

Tech SolutionsSyscom

57.7%

45.1% 43%

72.8%

13.9%

40.9%

2007 latest available figures

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55

The Regional Manager wants to A explain her absence from the start of the presentations. B suggest that the presentations start without her. C change the starting time of the presentations.

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Dear Ms Willhead Re: Premises Insurance � Renewal We can confirm renewal of your insurance and duly enclose the relevant documentation for your safekeeping. We hope you will find everything in order. Should you have any questions please do not hesitate to contact us.

What should Ms Willhead do now? A sign and return the enclosed form B put the documents in a secure place C call to confirm the arrangements

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The Gold Line Tour Co Our staff may, at their discretion, require any person to withdraw from any tour if they deem his acts or conduct offensive or a nuisance to other passengers, and the company shall have no further liability.

A Gold Line may have to change their tour staff and hope this does not upset customers. B Gold Line staff can ask people to leave the tour if their behaviour is not acceptable. C Gold Line would like to be informed when customers disapprove of staff actions.

Paula � The Regional Manager just rang from Liverpool airport. Could the presentations be delayed until this afternoon because her flight's held up by at least two hours? She apologises for the inconvenience.

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PART ONE Section Two Questions 58 � 63 • Choose the word or phrase which best completes each sentence. • For questions 58 � 63, mark one letter A, B, C or D on your answer sheet.

The housekeeping team is responsible ������.. cleaning the hotel bedrooms. A by B for C of

58

D to

When replying, please ������.. the above reference number. A refer B reproduce C quote

59

D mention

This storage cupboard is in a real mess - can somebody ������.. it out today, please? A work B keep C make

60

D sort

If the company decides to ������.. up food prices, some of our regular customers will go and shop somewhere else. A go B put C set

61

D take

The average business won't ������.. a profit until it has operated for a least a year. A made B make C makes

62

D making

My job frequently involves having to work ������.. a lot of pressure. A below B under C beneath

63

D underneath

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PART ONE Section Three Questions 64 � 69

• Read the article below about women who run their own business and answer questions 64 � 69 on the opposite page.

• For questions 64 � 69, mark one letter A, B or C for the correct answer.

WOMEN RUNNING THEIR OWN BUSINESS According to recent research, a third of new companies set up in Britain are run by women. Typical examples are Lisa Simons, who started up her own highly successful clothing shops in London with a loan of £15,000 from her bank, and Kate Rogers, who set up Cellar Cafés five years ago and sold out to a major restaurant chain this month, at a profit of £3 million. There are many other examples. Surprise, a mail order company selling unusual gifts, had a turnover of $4 million last year. The company was started by Claire Fuller five years ago in a garage, but later moved into premises in the centre of Coventry. Similarly, Nina Taylor started her company, NC Books, in an old warehouse in Bristol. A lawyer by training, she had no previous experience of the retail trade but believes that this worked to her advantage. �Having no knowledge of the book trade,� she says, �allowed me to bring fresh ideas into the business.� Young women are also running successful businesses, like Maria Fellows and Christine Craig, both still in their early twenties. Together they set up Denlows Recruitment Agency in an office in Liverpool less than two years ago; the firm now has six offices and a staff of 38. Another young woman, American-born Amy Bailey, could not find any good coffee shops in England so set up Coffee Choice Company in 1994. Two years ago a large American group bought the company, although Amy continues to play a leading part in the business. There are many reasons why women want to run their own businesses. One is that they are increasingly confident that they are capable of doing this. Another is that many no longer want to work for companies which fail to offer satisfying careers. �Women�s businesses are often more successful that those run by men,� says Denise Johnson, of the National Business Bank, �because women are good at looking ahead and seeing what will be best for a business � they find it very satisfying.�

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64 One third of new British businesses

A are aimed at female customers.

B are owned or managed by women.

C operate within the women�s clothing sector. 65 What does the second paragraph tell us about the company called Surprise?

A The company delivers its products by post.

B The company has made a profit every year.

C The company operates from a garage. 66 What did Nina Taylor think helped her when she started her business?

A having a good knowledge of the law

B being the owner of a warehouse

C knowing nothing about how to sell books 67 According to the third paragraph, Denlows Recruitment Agency has been a success

because

A it has been in business for over two years.

B it has recruited 25 new employees.

C it has opened several new offices. 68 Coffee Choice Company was established

A to fill a gap in the market.

B despite strong competition.

C with finance from the US. 69 According to the final paragraph, women are successful at running their own businesses

because they

A enjoy learning new skills.

B like making plans for the future.

C prefer working for small companies.

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PART ONE Section Four Questions 70 � 74 • For questions 70 � 74, read the text below and think of the word which best fits each

space. • Write only one word for each space on your answer sheet.

Example:

He is very interested (0) ���.���. computers.

Answer:

Dear Customer We are writing to ask you to take part in Johnson�s latest customer survey

(70) ������.. that we can find out if you are happy with our service. We�d also

like your views on some new developments at Johnson�s. The survey data is being

recorded (71) ������.. NSB Research, an independent research agency. This

will ensure that all data is passed on to us at Johnson�s anonymously � we won�t even

know which of our customers (72) ������.. taken part in the survey.

The questions are all online, short and straightforward, and should only take about 15

minutes (73) ������.. total. Go to www.NSBResearch.co.uk and click on

�Johnsons�. All survey participants will (74) ������.. entered into a draw to win

£1,000 of travel vouchers. The closing date for completion of the survey is 9th May.

0 in

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READING and LANGUAGE KNOWLEDGE

Part Two

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PART TWO Section One Questions 75 � 81 • Read the sentences below and the descriptions on the opposite page of four different

courses. • Which course does each sentence 75 � 81 refer to? • For each sentence, mark one letter A, B, C or D on your answer sheet. Example:

0 This course will help you if you are new to managing people Answer:

A B C D 0

75 This course will give you a range of techniques to get teams of large numbers of

people working together effectively.

76 This course will enable you to take on greater levels of responsibility.

77 This course will help you to take account of the individual needs of team members.

78 This course will help you to assess how well the people who work for you are doing their jobs.

79 This course will help you to organise tasks and deal with them in a logical order.

80 This course will enable you to make sure work is completed on time.

81 This course will introduce you to people who could be helpful to you.

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A

This course is for team leaders with less than one year's experience who wish to affirm that they are doing well and to develop useful techniques. At this stage in your career, you want to start taking responsibility for your future career development. Attending this course will provide you with a greater understanding of how to adapt your management style to the particular requirements of each person in your team.

B

This course is designed to support managers and leaders of big teams needing a suite of performance management skills and an effective approach to dealing with a wide variety of issues. Different stages of team-building will be examined, including avoiding failure in the performances of your team members and performance measurement tools.

C

This course is for people on their way to great things. You will learn techniques to assist you to move beyond team management and gain the confidence you need to undertake more important duties within your organisation. You will also learn how to avoid the three great errors of running businesses: not communicating, not delegating, and not providing support. People you meet on this course will be useful contacts in the future.

D

This course is designed to address the needs of the modern manager. Outsourced or in-house, proposals, tenders and one-off projects are an ever-greater part of the modern manager's life. We will equip you with powerful techniques to help you reduce spend, beat deadlines and plan for surprises. All projects need a beginning, middle and end, and this course will show you the essential components required in planning these.

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PART TWO Section Two Questions 82 � 86 • Read this article about an expanding company. • Choose the best word to fill each space from the words below. • For each question 82 � 86, mark one letter A, B, C or D on your answer sheet. Example: He wants you to (0) ������.. him the reason. 0 A speak B tell C say D talk

Answer:

A B C D 0

Molly Maid Expansion Domestic cleaning specialist Molly Maid is responding to a huge increase in demand for domestic services by gearing up for a (82) ������.. expansion of their franchise network over the next five years. Since the first Molly Maid UK franchise started in Essex in 1986, the company has become (83) ������.. in most parts of the country. And over the past decade, recruitment has switched to other areas, although there are still many opportunities in the south east. The new drive is powered by fresh resources committed to the company since Canada-based Molly Maid International (MMI) (84) ������.. its direct investment in the UK at the end of 2002, when MMI (85) ������.. the UK Molly Maid franchise from Agostpolar Group. Thanks to this, Molly Maid UK has undergone a comprehensive (86) ������.., particularly in regard to enhanced franchisee support services.

82 A main B significant C chief D principal

83 A rooted B grounded C stood D established

84 A rose B developed C increased D grew

85 A acquired B attained C achieved D collected

86 A amendment B conversion C transformation D modification

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PART TWO Section Three Questions 87 � 91 • For questions 87 � 91, read the text below and think of the word which best fits each

space. • Write only one word for each space on your answer sheet.

Example:

He is very interested (0) ���.���. computers.

Answer:

Writing a job profile for a recruitment ad

When writing a job profile, you need to be precise about what you want

(87) ������.. order to ensure that you get it. You must define the position vacant

and the ideal candidate very accurately. (88) ������.. you don�t, you will just

attract the wrong people for the job. Before you write the profile, establish a clear idea

of the kind of person you need and the actual work involved in the role.

When listing skills requirements, only list those related (89) ������.. the position.

Similarly, when stating previous experience requirements, think about

(90) ������.. much experience is strictly necessary for the candidate to do the job

well. You may ideally want your new employee to be highly trained in all things, but

avoid being unrealistic and consider only the competencies (91) ������.. are

actually needed for the position offered.

0 in

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PART TWO Section Four Questions 92 � 97 • Choose the word or phrase which best completes each sentence. • For questions 92 � 97, mark one letter A, B, C or D on your answer sheet.

My boss promised to ������.. on board the suggestions I made at the meeting. A take B let C hold

92

D set

The company has good industrial ������.. and disputes are rare. A workings B affairs C terms

93

D relations

Do you know how much time the boss is going to ������.. to each performance review session? A distribute B allocate C divide

94

D share

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More and more organisations are using the internet for the ������.. of recruitment. A rationale B function C purpose

95

D use

I don't think the business will succeed ������.. it innovates more frequently. A but B despite C even

96

D unless

Westburg plc got into trouble when they moved away from their ������.. business. A core B basis C heart

97

D essence

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PART TWO Section Five Questions 98 � 103

• Read the article below about careers advice and answer questions 98 � 103 on the opposite page.

• For questions 98 � 103, mark one letter A, B, C or D on your answer sheet.

Keys to unlock path of career fulfilment

It used to be called vocational guidance. Then it became careers advice and counselling. Since the late 1920s there have been various tests to help guide bewildered and guileless school leavers into job categories suited to their interests and abilities. Hence extroverts have been advised, wisely, to go into sales and marketing, where they thrive on the variability, people-contact and air of optimism. Introverts on the other hand find the quiet work of accounts, stores and engineering, where they can work alone in a less people-orientated, frenetic atmosphere, more to their taste. But good careers advisors need to look at other factors when giving advice. For example, career counselling is flawed if it fails to allow for the possibility of people adapting to, and changing, their jobs once they are in them. Most organisations attempt through various explicit (induction, mentoring, training, appraisal) and implicit (reliance on observation) techniques to mould behaviour into an acceptable pattern. This means that attitudes and even aptitudes of employees may be changed over the first year of employment, sometimes, but not always, in the direction desired by the organisation. Thus a fit may easily and quickly develop into a misfit and vice versa. Individuals also change their jobs (without leaving them). They rearrange furniture, use space and technology differently and personalise different aspects of the job. They can negotiate with colleagues, earn special privileges and use other means to improve their role and output. In this sense, very soon they are doing the job differently from their predecessors, and possibly from the way recommended by the company. However, both adaptation of personal work-style and attempts to change the way of doing the job are more likely to lead to a higher level of fit, because the changes are usually all attempts to increase fit. And jobs themselves change. Organisational restructuring, the development of new technology, changes in the market, and so on all mean that jobs evolve fairly fast. Because of the speed of technology, all jobs are in a state of flux. Job analysis is therefore less relevant to careers advice. Counsellors� analysis has to focus instead on personal potential rather than current knowledge or skill. And the features of such analysis are potential speed and thoroughness in the acquisition of new knowledge and skills. The areas that are probably most predictive of these are intelligence and personality. Intelligence is probably the best predictor of speed of learning. Often, intelligent people are curious and self-confident and hence happy to tackle new tasks. Intelligent people are better and quicker at analysing both logical and deductive and creative problems. Probably the most important personality dimensions are conscientiousness and neuroticism. Conscientious people soon get a good reputation which serves them in good stead. Coupled with ability, this trait is a sure-fire career winner. On the other hand neuroticism is a deep and abiding handicap. It is not easy to �cure� and can have a lasting effect on a career. The neurotic is unhappy and tends to be dissatisfied, stressed and complaining in all jobs they have. The consistency of their behaviour leads them to develop a poor reputation which of course can be self-fulfilling. Success in the job in 2020 can be assessed now. We have little idea what the world of work will be like but advisors can do a reasonable job in assessing the potential of the individual within it because they know the predictors of success. And it is these predictors that counsellors need to attend to if they are to give the best advice.

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98 What does the writer say about careers advice in the first paragraph? A Those receiving it have sometimes disagreed with it. B It has favoured certain types of people over others. C Some of the standard advice given has been appropriate. D It has acquired a more appropriate title than it used to have. 99 What does the writer say about organisations in the second paragraph? A They can turn suitable employees into unsuitable ones. B Many of them have a low opinion of careers advisors. C They are unaware of the effect their methods have on new

employees. D Many of them are unclear as to what they expect from new employees. 100 The writer says that when individuals make changes to their jobs, A they usually concentrate on their physical working conditions. B they generally have the best of intentions. C they are often reprimanded as a consequence. D they frequently pretend they are not doing this. 101 The writer�s main point in the fourth paragraph is that A people have become less sure about which career would suit them. B people no longer want to stay in the same job for a long time. C the speed of change in the world of work has caused confusion. D careers advice should no longer be based on the fixed nature of

specific jobs. 102 The writer contrasts conscientious people with neurotic people with regard to A the kind of advice that can be given. B their chances of finding employment. C the impression they give to other people. D their willingness to take advice. 103 What is the writer�s general view on careers advice in the article as a whole? A It has had to allow for the fact that people now have higher

aspirations. B Whether it is useful or not has become harder to assess. C Predicting future developments has become a prime ingredient. D It has become much less relevant in today�s world of work.

30

PART TWO Section Six Questions 104 � 110 • A colleague has given you this text for the company's intranet for you to check. • In some lines there is one wrong word. • If there is a wrong word, write the correct word on your answer sheet. • If there is no mistake, put a tick (") on your answer sheet.

Example:

Please note that there has been a increase in 0 an

the prices of some goods in the new catalogue 00 "

HOW TO USE COMPUTERS SAFELY

104 More than 90% of jobs now requiring IT skills, a fact that has made the appropriate

105 and safe use of technology a majority business issue for every employer, irrespective

106 by size or sector. There are some simple ways for employees to adapt and modify

107 the computers they use and so protect their health. Help your eyes by ensuring that

108 the font size and screen brightly are best suited to your particular needs. Also, make

109 sure your screen and keyboard are for the right height and angle to avoid the risk of

110 sitting awkwardly. Keep your wrists and fingers relaxation at all times, taking

frequent breaks and doing exercises to prevent injury.

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