Listening: Problem Solving Conversations Flashcards

A passenger discovers their flight is delayed by four hours. What problem-solving option might an agent offer?

Answer: Rebooking onto an earlier flight

Rebooking onto an earlier flight is a realistic solution an airline agent could propose.

A speaker says, 'I'm afraid that won't be possible.' What is being communicated?

Answer: A polite refusal

'I'm afraid that won't be possible' is a polite way to refuse a request.

When a co-worker says, 'Could we reschedule the meeting to Thursday?', the problem most likely involves:

Answer: A scheduling conflict

Asking to move a meeting indicates a scheduling conflict needs resolving.

A customer says the delivered sofa has a large tear. The best solution the company might offer is:

Answer: A replacement or repair of the damaged sofa

Replacing or repairing the damaged sofa directly addresses the customer's complaint.

Which expression shows that a listener fully understands the problem before responding?

Answer: 'So, if I understand correctly, the package never arrived?'

Paraphrasing with 'if I understand correctly' confirms comprehension of the problem.

A speaker proposes two options and then asks, 'Which would you prefer?' What should the listener do?

Answer: Choose between the two offered options

Being asked to choose means the listener should select one of the presented options.

If an agent says, 'We'll waive the fee this time as a courtesy,' what is the agent doing?

Answer: Cancelling a charge as a goodwill gesture

'Waive the fee as a courtesy' means removing a charge to keep the customer happy.