Personality & Behaviour – B1 English Listening Exercise

1 B (She had to serve a very angry and rushed shopper.)

• Explanation: Maya says she dealt with a “really impatient customer” who “started shouting.” The word “rushed” is a synonym for impatient, and someone who is shouting is usually “angry.”
• Trap Alert: Option A is a trap because the customer’s size wasn’t on the shelf, not Maya’s. Option C is the exact opposite of what happened; the customer shouted at Maya, not the other way around.

2 B (They are experiencing stress or a difficult day.)

• Explanation: Mr. Carter explains that bad-tempered customers are “usually just having a bad day or feeling stressed out.” Option B is a perfect paraphrase of this sentence.
• Trap Alert: Option A is a trap because Mr. Carter explicitly tells Maya “never take it personally.” Option C is a logical guess some might make about rude people, but it is not mentioned in the audio.

3 A (Control your emotions and focus on fixing the problem.)

• Explanation: The manager advises Maya to “stay calm” (control emotions) and “immediately focus on finding a practical solution” (fixing the problem).
• Trap Alert: Option B is a trap because Maya asks if she shouldn’t argue, and Mr. Carter says “Exactly” (meaning she should not argue). Option C is a trap because if the customer gets too aggressive, she should “call me [the manager] to step in”, not ask them to leave herself.

Mr. Carter: How was your first week on the sales floor, Maya?

Maya: It was mostly good, Mr. Carter. But yesterday, I dealt with a really impatient customer. He started shouting because his shoe size wasn’t on the shelf. I didn’t know what to do.

Mr. Carter: Ah, yes. Dealing with hot-tempered shoppers is the hardest part of retail. The most important rule is: never take it personally. They are usually just having a bad day or feeling stressed out about something else.

Maya: It’s hard not to feel upset when someone is being so rude to you, though.

Mr. Carter: I completely understand. But if you get angry too, the situation will only get worse. You need to stay calm and show empathy. Let them finish speaking, apologize for the inconvenience, and immediately focus on finding a practical solution.

Maya: So I shouldn’t try to defend myself or argue with them?

Mr. Carter: Exactly. Just keep your voice down and remain professional. If they become too aggressive, you can always call me to step in and handle it.

Maya: Thanks, Mr. Carter. I’ll try to remember that next time.

1 A (He is worried the dog might be too rough for his young child.)

• Explanation: Mark explains that he needs a dog that is “relaxed” and worries that a highly active dog “might accidentally knock my little girl over.” This means he is worried the dog will be too rough.
• Trap Alert: Option B is a trap. Buster likes to run around the yard, but Mark does not want a dog like that. Option C is a trap because Buster is actually only “one-year-old” (very young), not too old.

2 B (A flat with limited space and a toddler.)

• Explanation: Mark states that he lives in a “rather small apartment” and has a “three-year-old daughter.” The word “flat” is a B1 synonym for apartment, and a “toddler” means a young child.
• Trap Alert: Option A is a trap because Sarah mentions Buster loves “running around the yard”, but Mark does not have a yard/garden. Option C is incorrect because he does have a child.

3 C (Calm and very loving.)

• Explanation: Sarah describes Daisy as “patient, affectionate” and Mark calls her “mild-mannered.” The word “loving” is a synonym for affectionate, and “calm” is a synonym for patient/mild-mannered.
• Trap Alert: Option B is a trap because this describes Buster’s personality (playful), not Daisy’s. Also, Daisy “rarely barks,” so she is not loud. Option A is not mentioned in the audio.

Sarah: Hi there! Welcome to the city animal shelter. Are you looking to adopt a dog today?

Mark: Yes, I am. I’m hoping to find a new furry friend for my family.

Sarah: That’s wonderful. Well, we have Buster over here. He’s a one-year-old terrier. He’s incredibly energetic and playful. He loves running around the yard for hours.

Mark: Hmm, he’s cute, but I don’t think he’s the right fit. To be honest, we live in a rather small apartment, and I have a three-year-old daughter. I need a dog that is much more relaxed and well-behaved indoors. A highly active dog might accidentally knock my little girl over.

Sarah: Ah, I completely understand. You need a gentle companion. In that case, let me introduce you to Daisy. She’s a five-year-old retriever. She is incredibly patient, affectionate, and rarely barks. She’s perfectly happy just curling up on the sofa.

Mark: She sounds wonderful. A mild-mannered dog is exactly what we need. Can I spend some time with her?

Sarah: Of course! Let’s go into the visitor area.

1 B (She is traveling with elderly family members.)

• Explanation: Mrs. Higgins mentions that her group includes her “parents who are in their late seventies” and they “can’t walk very fast.” The phrase “elderly family members” is a paraphrase for parents in their late seventies.
• Trap Alert: Option A is not mentioned. Option C is a trap; the agent mentions David tells “historical stories,” but that is a bonus, not the reason Mrs. Higgins made her special request.

2 A (Patient and amusing.)

• Explanation: Mrs. Higgins wants someone who is “understanding and won’t rush us” (which means patient) and “witty and entertaining” (which means amusing).
• Trap Alert: Option B is the opposite of what she wants. Option C is a trap because she explicitly asks if David has a “booming voice” (loud voice), and the agent says he does not.

3 C (Her mother feels uncomfortable with loud sounds.)

• Explanation: Mrs. Higgins states that her mother is “quite sensitive to loud noises.” Feeling uncomfortable with loud sounds is a direct paraphrase of this condition.
• Trap Alert: Option A is a logical real-life guess for elderly people, but her father loves a good laugh, and his hearing is not the issue. Option B is a trap using a different physical problem not mentioned in the audio.

Mr. Clark: Good morning, City Explorers Travel. How can I help you today?

Mrs. Higgins: Hi there. I’m looking to book a private city tour for my family next weekend. There will be six of us, including my parents who are in their late seventies.

Mr. Clark: That sounds wonderful. We have several standard walking tours available.

Mrs. Higgins: Actually, since my parents can’t walk very fast, we need someone who is extremely understanding and won’t rush us. Also, um, my dad loves a good laugh, so a guide who is witty and entertaining would be fantastic.

Mr. Clark: I see. So you’re looking for someone who is easygoing and has a great sense of humor. I think David would be the perfect match for you. He’s incredibly tolerant with slower groups and always keeps everyone smiling with his historical stories.

Mrs. Higgins: That sounds exactly like what we need. However, my mother is quite sensitive to loud noises. Does David have a booming voice?

Mr. Clark: Not at all. He’s very mild-mannered and speaks quite softly. I can assure you they will enjoy his company.

Mrs. Higgins: Perfect. Let’s go ahead and book David then.

1 B (He was paying close attention to the checkout staff.)

• Explanation: The shopper says the man “is constantly staring at the cashier.” The phrase “paying close attention to the checkout staff” is a B1-level paraphrase for staring at the cashier.
• Trap Alert: Option A is a trap because the word “cashier” is mentioned, but the man was not arguing or being loud (he was being sneaky). Option C is a trap because he was staring at the cash register, but not trying to open it himself.

2 A (While some young people were walking past him.)

• Explanation: The shopper explains that the man slipped his hand into his jacket “when a large group of teenagers walked by.” The phrase “young people” is a synonym for teenagers.
• Trap Alert: Option B is incorrect because the shopper never spoke to the man. Option C is a trap because “security cameras” are mentioned later by the guard, not in relation to when the man hid his hand.

3 C (Check the video footage of the electronics area.)

• Explanation: The security guard states, “We’ll review the security cameras immediately.” Checking “video footage” is exactly the same as reviewing security cameras.
• Trap Alert: Option A is plausible, but the guard asks for a description instead of asking her to go back and point him out. Option B is a logical real-life action for a security guard, but it is never mentioned in the audio.

Security Guard: Good afternoon, ma’am. You look a bit worried. How can I help you?

Shopper: Yes, I need to report something. There’s a man acting very strangely near the electronics checkout on the second floor.

Security Guard: Okay, take a deep breath. Can you describe his behavior for me?

Shopper: Well, he seems incredibly nervous. He keeps pacing back and forth. But the weirdest part is that he isn’t actually looking at any of the products. He is constantly staring at the cashier and the cash register.

Security Guard: I see. Did you notice him take any items?

Shopper: I’m not entirely sure. He was standing very close to a display of expensive headphones. When a large group of teenagers walked by and created a distraction, he quickly slipped his hand into his heavy jacket. He looked very sneaky.

Security Guard: Understood. That does sound highly suspicious. We’ll review the security cameras immediately to see what happened. Can you give me a quick description of his appearance?

Shopper: He’s tall, and he’s wearing a dark blue cap pulled down low over his eyes.

1 C (He puts his garbage in the wrong place.)

• Explanation: Mr. Clark says the neighbor leaves “his trash bags in the hallway instead of taking them down to the recycling bins.” The phrase “garbage in the wrong place” is a paraphrase for leaving trash bags in the hallway.
• Trap Alert: Option A is a trap. The word “recycling” is mentioned, but he didn’t say anything about glass bottles. Option B is a plausible guess for a messy person, but it is not mentioned in the audio.

2 B (He tried to speak to the neighbor directly.)

• Explanation: Mr. Clark says, “I’ve tried knocking on his door to ask him to turn it down.” Knocking on a door to ask someone something means speaking to them directly.
• Trap Alert: Option A is a trap because the audio mentions a “stereo at maximum volume”, but that is what the neighbor did, not Mr. Clark. Option C is a logical real-life action, but Mr. Clark didn’t do it.

3 A (Send an official letter to the rule-breaker.)

• Explanation: Ms. Davis promises to “issue him a written warning this afternoon.” An “official letter” is a B1-level synonym for a written warning.
• Trap Alert: Option B is a trap. She says they will “take further action” if he doesn’t change his attitude, meaning forcing him out is not the next immediate step. Option C is not mentioned at all.

Ms. Davis: Good morning, Mr. Clark. How can I help you today?

Mr. Clark: Hi, Ms. Davis. I need to make a formal complaint about the new tenant in apartment 4(B) He is incredibly inconsiderate.

Ms. Davis: I’m sorry to hear that. What exactly has he been doing?

Mr. Clark: Well, for starters, he has a terrible habit of leaving his trash bags in the hallway instead of taking them down to the recycling bins. It smells awful.

Ms. Davis: That is definitely against our building rules. We take hygiene very seriously. Is there anything else?

Mr. Clark: Yes, unfortunately. He seems to be a real night owl. He plays his stereo at maximum volume well past midnight. I’ve tried knocking on his door to ask him to turn it down, but he just ignores me. I’m feeling completely exhausted because I can’t sleep.

Ms. Davis: I understand your frustration, Mr. Clark. That kind of selfish behavior is unacceptable. I will issue him a written warning this afternoon. If he doesn’t change his attitude, we will have to take further action.

Mr. Clark: Thank you. I appreciate your help.