Listen for the purpose before the details
The conversations take place at a fictional community learning centre. Nora wants help using her computer. Ben works at the learning desk. Both recordings use synthetic voices and original Nolixia scripts; they are practice material, not real calls or official exam recordings.
Open the listening player. It includes both recordings, playback controls, transcripts you can open when ready and a print option. You can also open each MP3 using the links below. Nothing plays automatically.
Listen once to answer “What is the call about?” Listen again for the details. Replay a difficult section when you need to. If you are preparing for an assessment, follow your provider's instructions about replaying; this lesson does not set exam rules.
Recording 1: book an appointment
Listen to recording 1: making the booking.
Questions before you read the transcript
- 1. What kind of help does Nora want?
- 2. Why does she not take the Friday morning appointment?
- 3. Which day do they finally agree on?
- 4. What time is the appointment?
- 5. Which room should she go to?
- 6. What two things should she bring?
Try writing short notes rather than every word. For example, use separate spaces for day, time, room and things to bring.
Transcript 1
Ben: Good morning. Community learning desk. How can I help?
Nora: Hello. I'd like an appointment for help with my computer, please.
Ben: We have Friday at ten in the morning, or Monday at one twenty in the afternoon.
Nora: I work on Friday mornings. Monday is better for me.
Ben: Certainly. That's Monday at one twenty, in room four.
Nora: Room four. Should I bring my laptop?
Ben: Yes, please bring your laptop and its charger.
Nora: Thank you. So, Monday at one twenty in the afternoon, in room four.
Ben: That's right. See you then.
Answers and evidence
- 1. Help with her computer. Nora explains the purpose at the start of the call.
- 2. She works on Friday mornings. Friday at ten is an offered time, not the accepted booking.
- 3. Monday. Nora chooses Monday and both speakers confirm it.
- 4. 1:20 pm. The recording says “one twenty in the afternoon”. It is not ten in the morning.
- 5. Room 4. The room number is separate from the time.
- 6. Her laptop and its charger. The instruction includes two things, so “a laptop” alone misses part of it.
Recording 2: change the day, time and room
Listen to recording 2: the changed appointment.
This call changes the booking from recording 1. Do not assume the old information stays correct.
Questions before you read the transcript
- 7. Who calls to change the appointment?
- 8. Why does the appointment need to change?
- 9. Which new day does Nora accept?
- 10. What is the new appointment time?
- 11. What time should she arrive?
- 12. Which room will she use now?
Transcript 2
Ben: Hello, Nora. This is Ben from the community learning desk. I'm calling about your Monday appointment.
Nora: Hello. Is it still at one twenty?
Ben: I'm sorry, our computer adviser is away on Monday. We can offer Tuesday at nine in the morning, or Wednesday at three ten in the afternoon.
Nora: I can't come on Tuesday. Wednesday afternoon is fine.
Ben: Thank you. Your new appointment is Wednesday at three ten, in room two. Please arrive ten minutes early.
Nora: So I should arrive at three o'clock, for an appointment at three ten. And it's room two, not room four?
Ben: Exactly. Please bring your laptop and charger as before. Your Monday booking has been cancelled.
Nora: Thank you for confirming the change.
Answers and evidence
- 7. Ben, from the learning desk. He introduces himself and says he is calling about the booking.
- 8. The computer adviser is away on Monday. The recording does not say that Nora requested the change.
- 9. Wednesday. Tuesday is offered, but Nora says she cannot come then.
- 10. 3:10 pm. That is the appointment time confirmed by Ben.
- 11. 3 pm. Nora should arrive ten minutes before 3:10 pm. The arrival time and appointment time are different.
- 12. Room 2. The new room replaces room 4. Nora checks the correction aloud.
Notice the corrected information
| Detail | Original booking | Final arrangement |
|---|---|---|
| Day | Monday | Wednesday |
| Appointment time | 1:20 pm | 3:10 pm |
| Arrival time | Not specified | 3 pm |
| Room | 4 | 2 |
| Bring | Laptop and charger | Laptop and charger |
An early number is not always the answer. Decide whether it is an offer, an old booking, an arrival time or the final agreement. Listen for phrases such as “your new appointment”, “as before” and “has been cancelled”.
If you missed a question, replay the sentence that supports the answer. Then close the transcript and say the final plan aloud. Check it against the recording once more.
Try a speaking follow-up
Work with a partner. One person books a fictional computer-help appointment. The other offers two times. Reject one politely, accept another and confirm the day, time and room. On the next turn, change one detail so your partner must listen.
Useful phrases:
- “I'd like an appointment, please.”
- “I can't come then. Is there another time?”
- “Did you say three o'clock or three ten?”
- “So that's Wednesday at three ten. Is that right?”
Use invented details; you do not need to give personal information for this activity. For more short exchanges, try our Entry 1 speaking questions.
Choose what to practise next
Use our guide to studying ESOL online to build a routine around listening, reading and speaking. If written instructions are harder than spoken ones, try Entry 3 reading practice with explained answers.
For other original tasks and links to assessment providers, see ESOL assessment practice. The British Council listening collection also offers lessons organised by CEFR level. Its labels should not be treated as a direct certificate equivalence with ESOL Skills for Life.
Should I read the transcript first?
Try listening first if you can. If you need support, open the transcript and listen while reading, then close it and try again. The aim is to understand the call, not to hide helpful support.
Can I replay the recordings?
Yes. Replay freely during this practice. Official assessments may have different instructions.
Does this activity give an ESOL qualification?
No. It is independent practice. Ask your course provider about assessment, qualifications and the level appropriate for you.
