GUEST: Good afternoon. My name is Kelvin Jones—I booked by Internet yesterday.

RECEPTIONIST: Good afternoon, Mr Jones. Welcome to the Armitage Hotel. Can you spell your first name for me
please?
GUEST: Certainly. K-E-L-V-I-N .
RECEPTIONIST: Thank you. Do you have your booking number or perhaps you printed out your confirmation?
GUEST: Yes, of course. I don't have the printout
but……………………………………………………………………………. It's double O L238142 zero.
RECEPTIONIST: Thanks. OOL-238-1420 . Oh, I see you've stayed with us before.
GUEST: Yes, on several occasions.
RECEPTIONIST: And do you still have the same vehicle registration number? HQW 5919?
GUEST: Well no, this time I have the company car.
RECEPTIONIST: And what is the registration number?
GUEST: Oh dear, I can't remember. Hang on a minute, here it is on the key ring: HUV triple 3 one.
RECEPTIONIST: Thanks. HUV 3331 . Now, today's the 21st of May and I see you've booked a deluxe room on the
fifth floor, room 501.
GUEST: Really? I booked a deluxe room? I
……………………………………………………………………………………………………
RECEPTIONIST: It's the off-season, Mr Jones and we've upgraded you.
GUEST: How nice! And what does the deluxe room have? Is it as good as a suite?
RECEPTIONIST: Almost—it has all the usual plus a spa bath, fully-stocked bar fridge, a king-size bed and a balcony.
GUEST: Is there a view from the balcony?
RECEPTIONIST: Yes.
GUEST: Is that a view of the bay?
RECEPTIONIST: Yes, and a glimpse of the blue lagoon as well.
GUEST: Very nice—I hope …………………………………………………………………………………………..
RECEPTIONIST: We can't………………………………………………………………………………………….., Mr
Jones, although we do try to make your stay as comfortable as possible.
GUEST: Thank you. Now that you mention comfort, is it possible to have some extra pillows , please? I have a sore
shoulder, you see, and I need to prop it up at night or I don't get any sleep.
RECEPTIONIST: Well, you'll
……………………………………………………………………………………………………….and we can send up
a couple more later.
GUEST: Well, I'd appreciate that.
RECEPTIONIST: One more thing—you paid by credit card over the Internet—can I see your credit card please?
GUEST: Oh, of course.
RECEPTIONIST: And some photo ID?
GUEST: What would you like? Driver's licence?
RECEPTIONIST: Yes, that's fine. You're staying for five days, is that right?
GUEST: That was the original plan, yes. But
……………………………………………………………………………………because the key note speaker is ill, so
I'll be going home on Wednesday.
RECEPTIONIST: So, that's just three nights in all.
GUEST: Afraid so.
……………………………………………………………………………………
RECEPTIONIST: Is there anything else I can help you with?
GUEST: Actually, there is. The conference is in a building called Chancery Chambers but I don't have any idea how
to get there.
RECEPTIONIST: Oh, that's the …………………………………..on the corner of King and Richard streets. It's quite
straightforward really and only a few minutes' walk. Look, I'll show you on this map.
GUEST: Good. A map—I like to follow a map if possible.
RECEPTIONIST: Right, well,
………………………………………………………………………………………………………and you're on Hobb
Street. Head south on Hobb Street toward Gorse Lane and take the second on the left onto Vickers Street West. Go all
the way down the hill past the Mexican café on your left, the Rebel Hostel
……………………………………………………………………………………………………………………………
…..
GUEST: Oh, I think I know the one. It has a huge steeple.
RECEPTIONIST: Yes, you're right. When you get to the bottom of the hill, you'll have to cross over the main street.
GUEST: What's the name of the main street?
RECEPTIONIST: Mill Street.
GUEST: Mill Street, ah yes, there it is.
RECEPTIONIST: Cross the main street and continue onto Vickers Street East.
There's……………………………………………………………………………………………………………………
…….. Go up the hill towards the entrance to the park...
GUEST: I've heard it's very beautiful.
RECEPTIONIST: Oh, yes, well worth a look when you've got some free time. Anyway, don't go in the park—turn left
into Kitchen Street—you'll walk past Bowen's Bistro. Actually,
……………………………………………………………………………………………………………………………
…………………………………………... After Bowen's take the second left into Baker's Lane—it's a very short street
—then take the first on your left onto King Street and you should see the art-deco Chancery Chambers building a bit
further along on the corner of Richard Street.
GUEST: Oh, thank you for that. I'm most grateful.
_____________________________________________
Welcome to the information line of the State Investment Society. Why would you choose to put your money into an
investment society and not a bank? Well, SIS offers
everything…………………………………………………………………………………………………………………
……………………………….. We're 100% owned by our customers—people like you —and that means we
always put your best interests first. You
won't………………………………………………………………………………………………………………………
………………….. No, you'll see them coming back to you and your local community.
As a co-operative, we work hard
to…………………………………………………………………………………………………………………………
…………………….. Even better, we can advise you about ways to avoid fees. Here are some suggestions: firstly, we
recommend you carry out as much of your personal banking as possible with
us…………………………………………………………………………………………………………………………
……………………………………. See? No unnecessary fees. Secondly, if you maintain certain minimum account
balances, you won't have to
……………………………………………………………………………………………………………………………
…………………..between any accounts that have the same customer number, although there may be some service
charges that apply such as the establishment of automatic payments . So, how can we help you?

PROFESSOR: Come in and sit down, Louise...Stuart. I suppose you're wondering why I've asked you both to come
here today?
LOUISE: Well, we've heard rumours...
PROFESSOR: Forget the rumours. I'll get straight down to business. You know that I'm organising a conference
on 17th Century English Literature...
STUART: Yes, but...
PROFESSOR: Well, I've arranged for three keynote speakers and I've invited 25 panellists so that we can have five
panel discussions and I want you two to organise one of the panel discussions.
LOUISE: But we haven't done that before. Is it like a team presentation?
PROFESSOR: No, the purpose is quite different. In a team
……………………………………………………………………………………………………………………………
……………………………………………………………………………………………LOUISE: Yes...
PROFESSOR: Well, in a panel discussion the purpose is to put forward different views. We want
to…………………………………………………………………………………………………………………………
……………………………………………………………… at the same session. It can help the audience evaluate their
own positions regarding specific issues. And, if it's well conducted, it's usually more interesting than a single-speaker
forum.
……………………………………………………………………………………
STUART: And, what exactly do we have to do?
PROFESSOR: Well, you'll take the role of leader or moderator and assistant.
LOUISE: Is that like the role of chairman?
PROFESSOR: Yes, that's it.
STUART: Sounds daunting.
PROFESSOR: Not at all. I've already done a great deal of the preparation myself. Let me run through the procedure
with you. I've singled out an issue that will entail quite some conflict of opinion. I've
……………………………………………………………………………………………………………………………
………………………and will probably have contradictory points of view. That's very important, you know.
LOUISE: Actually, I feel a bit nervous—how many panellists will there be?
PROFESSOR: Well, I've invited five panellists for each panel because that's probably
……………………………………………………………………………………………………………………………
………………………………………………………………But don't worry, I always invite more than we need
because you can be sure someone won't be able to make it—so you'll probably just end up with four, which is a very
manageable number.
STUART: Oh, I see.
PROFESSOR: And I've chosen a moderator —that's you, by the way.
LOUISE: Ah...but...Stuart will help, right?
PROFESSOR: Yes. I'll get onto time-keeping and what-not, shortly. That's where an assistant is indispensable.
STUART: But what procedure do we follow to conduct the panel discussion?
PROFESSOR: Don't worry. I was just about to say. I've also settled on the format .
STUART: What is it?
PROFESSOR: There are various formats that can be followed
……………………………………………………………………………………………………………………………
……………………………………………………………..STUART: Yes?
PROFESSOR: Okay, make some notes on these guidelines as I run through them and ask me questions about anything
you don't understand.
STUART: We're ready.
PROFESSOR: Firstly, the moderator introduces the topic and the panellists.
LOUISE: But we don't know who the panellists are.
PROFESSOR: Don't worry—I've prepared a short biographical introduction for each one of them and I'll give you
that information tomorrow.
LOUISE: Oh, good.
PROFESSOR: Next, the panellists are given a set amount of time to present their views on the topic. I'd say, about two
minutes each should be sufficient. Now, this is where Stuart's time-keeping is going to be important. You have to
……………………………………………………………………………………………………………………………
………………….because the lecture room has only been booked for an hour.
STUART: How do I indicate when the time is up?
PROFESSOR: You
……………………………………………………………………………………………………………………………
………………………………………………………………….but in full view of the panel and moderator. You have a
digital clock or timer and you hold up the appropriate number of fingers to give the number of minutes. When the time
is up, you make a cutting gesture with your hand.
LOUISE: Ah...but...what if the panellists keep talking?
PROFESSOR: Then, that's your job to politely intervene and move on to the next segment which is the discussion
itself.
Panellists…………………………………………………………………………………………………………………
…………………………………………………………………………………………….. This, of course, is their
primary function and should occupy about 60% of the allotted time.
LOUISE: Stuart will watch the time, right?
PROFESSOR: Yes, because you'll be making brief notes.
LOUISE: Why?
PROFESSOR: Well, when the time's up, the moderator
………………………………………………………………………and provides a summary of the discussion.
LOUISE: Oh, and then it's over?
PROFESSOR: Well, no, the secondary function of the panel is to answer questions from the audience and that should
take up the remaining 15 to 20 minutes. It's the leader's role to recognise appropriate questions and reject those not
related to the subject. During the question period you must
……………………………………………………………………………………………………………………………
………………………………………………………. LOUISE: Oh, dear.
PROFESSOR: Stuart will of course help you here by ensuring that as many people as possible have a chance to ask
their questions and that no one member of the audience tries to dominate. With about 5 minutes to go, he'll announce
that there's time for only a couple more questions, then announce 'last question'.
LOUISE: And then it's over?
PROFESSOR: Not quite. You still have to acknowledge the involvement of the panellists and
……………………………………………………………………………………………………………………………..
STUART: Should I clap too?
PROFESSOR: Yes, you should both take part in the applause.