You will hear five different people talking about training programme they have just attended. For each extract, there are tw

You will hear five different people talking about training programme they have just attended.
For each extract, there are two tasks. Look at Task One. For each question, 13-17, decide what industry each speaker works in from the list A—H; Now look at Task Two. For each question, 18 — 22, decide what they have mainly learned in the training programme, from the list A—H.
After you have listened once, replay the recording.
You have 30 seconds to read the two lists.
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Now listen, and do the two tasks.
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Man; It seems that I don’t completely understand the company I work for before the training programme during the training process, I fully comprehend the three distinct but interrelated philosophies of my company: practice-based, partnership-oriented and holistic. As to practice-based, it is about a collaborative style of working as our consultants and clients combine their knowledge and experiences to create success. This is best achieved when working very closely with the client’s management teams since they have the ultimate responsibility in driving their organisation forward. Working with clients in a practice-based manner requires trust and confidence on both sides. Therefore it is imperative that we see our clients as partners that we serve long-term. The more we work together; the better is the understanding and the solutions that will emerge. The holistic approach that we adopt in the work is expressed in three characteristics; system perspective, balance of hard and soft factors and transferring knowledge and growing talents.
Woman: I majored in marketing in college. I have learned theories of customer relationship management at school. However, in my company’s training programme, I knew more about customer relationship management both in theory and from some practical examples. As an online electrical appliances company, our company pays great attention to forging a tight connection with the customers. While providing customer service, our company also gathers data on the customers’ buying habits and needs, and then stores and analyses that data and uses it to improve products and services as well as management policies. Through some vivid examples, I also learned some simple techniques in establishing powerful sustaining relationships with customers, such as the use of open-ended questions; questions that begin with "when", "how", "where" and "why" help to quickly engage the prospect to start talking as these questions cannot be answered by a simple yes or no response. These questions are very effective in getting customers to "open up". Well, you say, it is really a practical method.
Man: Yes, cooperation. That’s what is heard most in the training. Well, I have to admit cooperation means a lot, especially for our software company, in which usually several members of staff are involved in a single project or under some circumstances; several companies are engaged in a project. Of course, good cooperation calls for effective communication among all staff members, between managers and staff, among several companies who work on the same project, among your company and its; suppliers and customers etc: I have learned some effective communication skills; during the training. Say, for example, use the word "i". When you use the word "I", you’re letting people know that what you’re! saying is only according to your personal understanding, not a blanket fact. This can help keep people from feeling targeted and attacked. There’s a difference between telling someone "You’re ignoring me" and "I feel like you are ignoring me."
Woman; The training is quite a new experience for me. I had never realised that to work in a wine and brandy corporation was such a fancy experience. The first class in the training was to identify our principal duties; and to ensure that we were aware of individual roles and responsibilities. Beyond that, we were trained in specific details in serving our customers. From that I’ve learned that taking orders is more than just writing down what the customers need. More importantly, we were offered a definitive checklist in taking a wine order, presenting and pouring the wine. Firstly, we should write down the name of the wine clearly on the order book. And then show the wine to the person who ordered it, to check that it is the correct bottle. Then give the person who ordered the wine the option of tasting it.
Man: Yeah, to be a good salesman is really a. great challenge for me, especially because of the fact that I’ve just graduated from school and never had professional sales training. In the training I have learned some qualities that a professional salesperson should have. First of all, a good salesperson is usually a good talker, and he has the "gift of the gab", an outgoing personality, is charming, friendly, has a sense of humour. However, people are looking for a person who is honest, has integrity, is truthful, and most importantly, cares about the needs of his or her clients and possesses a genuine desire to serve them. In-depth research of the top 3 percent of outstanding sales professionals throughout the country has shown that these top performers share two common characteristics—the ability to establish rapport with their customers and the consistent creation of an atmosphere of trust in all their sales relationships.
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Now listen to the recording again.
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That is the end of Part Two.
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