12 listen to a conversation between two work colleagues. what techniques does carl use to show he’s listening actively to yolanda? how would you resolve the situation?
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cd2 track 12 (c = carl, y = yolanda) c listen, before you go, i got another one for you. this old woman is driving at a hundred miles an hour down the road and she’s knitting yeah, knitting. so, anyway, a policeman in a patrol car spots her and goes after her. he drives up, winds down his window and shouts, ‘pull over! pull over! ’ and she turns round and shouts back, ‘no, cardigan! ’ yeah, right. gotta go. speak to you soon. y look, carl, i’m sorry, but this is really driving me up the wall. c sorry, yolanda, i wasn’t listening, just checking my e-mail. could you say that again? y i’m trying to get some work done here, and some days it’s just impossible. c pooryou. got too much to do? i know the feeling. y what? no no, that’s not it. i’m saying that i can’t concentrate with you there. c so, what you’re saying is, my incredible good looks keep distracting you. y carl, could you just be serious for one minute and listen to me? c i’m sorry, i’m sorry. you were saying y i was saying, could you keep it down? c keep what down? y the noise! you’re on the phone all day and oh, it doesn’t matter. c no, no, i’m listening. please go on. y well, if i’m trying to concentrate on something, and you’re on the phone, i can’t work. c i appreciate how you feel, yolanda. the thing is, it’s important for me to talk to clients and engage in some friendly banter. it really helps to get the sales. y well, it’s not just that. you see, sometimes you’re a bit loud on the phone. c oh, i see. don’t worry - i’ll be as quiet as a mouse, in future, quiet as a mouse. you won’t even know i’m here. mike, how you doing? yeah, yeah, i got your e-mail yeah, i’m working on the report right

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