Questions 21–24 Choose the correct letter A B or C
21 Why do the students think briefing cards matter most A they reduce confusion by using short steps B they replace the need for staff training C they encourage people to volunteer
22 What surprised Hana about the first trial A people arrived earlier than expected B a rumour spread faster than official updates C nobody read the posters
23 According to Leo what did feedback mention most A unclear entrance routes B insufficient blankets C poor lighting
24 Hana corrects Leo about the Happy message It was used to A calm adults during long waits B entertain children in the play area C help staff identify each other
Questions 25 and 26 Choose TWO letters A–E
Which TWO issues about the briefings surprised the students A how long people remembered the steps B how widely they were reposted online C how expensive printing became D how often volunteers changed the wording E how few questions people asked
Questions 27–30 Choose FOUR answers from the box A–F
A this group needed the simplest wording B this group depended most on picture signs C this group was least willing to wait D this group requested medical help most often E this group helped others the most F this group misunderstood the evacuation time
Groups 27 Older residents ________ 28 Tourists ________ 29 Parents with small children ________ 30 Local teenagers ________
Keys
21 A 22 B 23 A 24 A 25 A 26 D 27 D 28 B 29 C 30 E
Transcripts
Part 3: You will hear two students discussing a presentation on the use of the Happy message in emergency shelter briefings.
LEO: We need to make this presentation clear. If we start with theory, people will switch off. HANA: Agreed. Let us start with the briefing cards and the shelter trial. That is the practical part. LEO: So why do we say the cards matter? HANA: Because they reduce confusion. They turn a stressful situation into steps that people can follow. When you are tired and worried, you do not want long paragraphs. LEO: Right. Short steps, simple language, and the same message from every staff member.
HANA: What surprised me in the first trial was how quickly a rumour spread. Someone posted online that the shelter was already full, and people started turning away before they reached the entrance. LEO: Even though the official update said there was space? HANA: Exactly. The rumour travelled faster than the official updates, and it changed behaviour. LEO: We should mention that as a risk with modern communication.
LEO: What did the feedback forms mention most? HANA: The entrance routes. People were not sure where to go. Some followed others, some used the side door that was meant for staff, and it caused congestion. LEO: So we can say the biggest complaint was unclear entrance routes. HANA: Yes. Not lighting, not blankets. It was navigation.
LEO: I also wrote a section about the Happy message. That was for children, was it not? HANA: Not really. It was mainly for adults. Staff used a calm phrase, like stay safe and keep hydrated, and they ended it with Happy and safe, just to keep the tone friendly. It helped people during long waits. LEO: So it was a calming strategy. HANA: Exactly.
LEO: Two issues surprised me overall. The first is how long people remembered the steps. I assumed they would forget as soon as they left. HANA: Same here. But the follow up survey showed people could still repeat the key points days later, especially the parts about water, medication, and keeping families together. LEO: And the second surprise? HANA: Volunteers changed the wording more often than we expected. They meant well, but if one person says do this now and another says do it later, people hesitate. LEO: That is good. We can describe it as drift from the script.
HANA: We also have to include the different groups. The trial data separates visitors into categories. LEO: Older residents, tourists, parents with small children, and local teenagers. HANA: For older residents, the staff recorded more requests for medical help. Some asked for help with inhalers, some needed a quiet place, and some were dehydrated. LEO: So they requested medical help most often. HANA: Yes.
LEO: Tourists were interesting. They relied heavily on picture signs. HANA: That makes sense. Even if their English was good, they were tired and unfamiliar with the building. The signs helped them find water and toilets quickly. LEO: So they depended most on picture signs.
HANA: Parents with small children were the least willing to wait. They were not rude, but they needed space, they needed quick information, and children get restless. LEO: So that group had the shortest tolerance for queues. HANA: Exactly.
LEO: And the teenagers? HANA: Surprisingly helpful. Some guided people to the seating area, some translated for visitors, and some carried boxes. They were the group that helped others the most. LEO: That is a nice point to end on, because it is not what people expect.
HANA: So our structure is problem, solution, and what we learned. LEO: Great. I will write the slide for rumours and entrances. You do the one about the Happy message and script drift. HANA: Done.
