Listening: Applied Comprehension
C2 Capstone: Real-Time Problem Solving
Before You Listen 🧠
Scenario & Framework
Imagine you are the General Manager of a high-end hotel in Siem Reap. An urgent problem has just occurred. Before you listen to your manager's briefing, prepare your mind by reviewing the Framework for Active Problem Solving:
- The Core Problem: What is the central issue that must be resolved?
- The Key Stakeholders: Who is affected by this problem?
- The Ambiguities: What information is missing or uncertain?
- The Unstated Need: What does the speaker really need from you?
The Listening Task 🎧
Your Task While Listening
As you listen to Dara's briefing, take notes to identify the four points from the framework above.
Dara's Briefing:
"Thanks for meeting me on such short notice. We have a potentially serious issue. You know the large tour group from Germany...in the east wing? Well...two of their tour leaders...are reporting that several of their guests—they think about ten or twelve so far—have become sick overnight with symptoms of food poisoning. They are not accusing our hotel directly, but they noted that the entire group ate at our hotel's special welcome banquet last night. However, they also mentioned that some members...ate at a local street food stall yesterday afternoon. They are...very concerned and are demanding some form of immediate action and reassurance from the hotel management. Their group is scheduled to check out in two days."
After You Listen: Make a Decision 🎯
Final Challenge: The Professional Response
You have heard the briefing and analyzed the problem. What is the most appropriate and professional first step to take as the General Manager?
- (a) The Defensive Response: "Immediately deny responsibility. Tell the tour leaders it was probably the street food and that the hotel is not liable."
- (b) The Panic Response: "Offer everyone in the group a full refund for their entire stay and free flights home."
- (c) The Strategic, C2-Level Response: "Thank you, Dara. This is serious. Your first priority is our guests' well-being. Please coordinate with the tour leaders to get medical assistance for everyone affected, at the hotel's initial expense. Second, express our deep concern and offer immediate, practical support, like complimentary room service and flexible check-out. Do not admit or deny fault yet. We need more information. I will handle the direct communication with the tour leaders in one hour. We must show that we are taking this seriously and that our guests' health is our top priority."
Show Answer and Analysis
The best response is (c).
Key Vocabulary
- Problem Solving The process of understanding a difficult situation and deciding on an effective course of action.
- Stakeholder A person or group that has an interest or concern in a situation.
- Ambiguity The quality of being uncertain or open to more than one interpretation.
- Reassurance The action of removing someone's doubts or fears.
Your Final Mission ⭐
The Boardroom Challenge
Congratulations on completing the listening curriculum! Here is your final task.
- Find a Video: Find a video on YouTube of a tense business scene from a movie or TV show (e.g., from 'Succession' or 'Billions') where a character receives bad news.
- Your Task: Pause the video right after the problem is presented. If you were that character, what would your immediate decision be? What questions would you ask to get more information? This is the ultimate practice for applying listening skills to real-time decision making.