• You will hear a conversation between a head of department and an employee. • For each question (23-30), mark one letter (A,

M: Come in, Sharon and take a seat.
W: Thanks.
M: So, where do we start? Should we begin with a look at last year and then go on from there?
W: Fine.
M: So, how do you feel you’ve done in your first full year with the company?
W: Overall, I think I’ve done quite well. I feel quite confident now about what I do.
M: And are you happy with your duties?
W: Well, the job is exactly as it was advertised in the paper, so there have been no surprises. I like dealing with customers and I don’t mind answering the phone and preparing invoices. Sometimes it’s a bit boring typing long price lists, but then everyone has to do it.
M: That’s true. Does anything make your job difficult?
W: The computer. To begin with, I was slow because I didn’t know the program, but now I get annoyed when the computer just stops working for no reason. I often sit looking at the monitor for minutes, not sure whether it is still working or not. I think the network is too old for our software and we need some new machines.
M: But apart from the computer, is there anything else you would like to change?
W: Er, let me see. I’d like the authority to issue credit notes without having to ask you first. You’re often away on business and sometimes customers ring up with a complaint. And if we can’t contact you, then we can’t deal with the complaint properly. It’s a bit embarrassing at times.
M: Yes, but some of our customers always find something wrong and try and get a credit note with every order. You can’t believe everything they say, you know. What about your objectives for the future?
W: Well, I need to get to know the customers a bit better and maybe try to make fewer mistakes. But I think the most important thing is to increase my product knowledge, so I don’t get embarrassed when customers make enquiries.
M: Don’t worry, you’ll learn all that in time. What I’d like to ask you about now is…