You will hear a business presentation about how to solve business problems. As you listen, for questions 1—12, complete the note

You will hear a business presentation about how to solve business problems.
    As you listen, for questions 1—12, complete the notes, using up to three words.
    You will hear the recording twice.
(10 seconds pause)
Today let’s talk about business - about how to solve business problem. One difficult thing about doing business is knowing how to solve problems. Why is it important to know how to solve business problems? Well, people who do business together sometimes disagree, but they don’t know how to work together to solve their problems in a good way.
Solving problems in business is especially difficult if the business people come from different cultures -for example, from the United States and China -because many times different cultures have different ways of solving problem. When American business people talk, they are open about their problems. They talk about their opinions and feelings, and don’t hide their feelings. Usually, Americans want their business associates to be open about their problems. When you are doing business with Americans, it is important to know how to solve problems openly.
Today I’m going to talk about four steps for solving business problems in a open way. I’m going to explain each step.
The first step is to listen carefully to your business associate. To do this, you must stop thinking about your own side of the problem for a few minutes. That is, stop and listen. Try to understand everything about your business associate’s side of the problem. When you are listening, don’t interrupt. If you interrupt, he or she can’t talk about their side of the problem. Just listen carefully, because disagreements are often caused when we don’t really understand our business associate.
The second step is to talk about your side of the problem. After listening, it’s your turn to explain your side of the problem carefully so you business associate can understand. However, it is very important not to insult or blame. If you insult or blame your business associate, he or she will get angry and then won’t want to talk to you anymore. You both have talked about your side of the problem. Now you are ready for the third step. The third step is finding a solution together. Sometimes it is difficult to solve a problem because each person has a different solution. They each think "My idea is best." If there are two different solutions, and people want to use their own solutions, you can’t solve the problem. Instead, you both need to think of a solution together. That is step 3 - find a solution together. Talk about all the possible solutions, and then agree on the one that is good for both of you.
We’re moving to the fourth step - the fourth step is to write down an agreement. The agreement should tell what each person will do. Write it down so that you will remember the solution - you will remember the actions that will solve the problem. Finally, both people should thank each other, and make plans to talk again in the future.
(10 seconds pause)