1. Before you listen
Read the topic title. What words or situations do you expect to hear? Do not open the transcript yet.
measurebecomestargetpeoplelearnoptimise
2. Listen
First listen: focus on the general meaning. Second listen: listen for the detail you need to answer the question.
Plays: 0
3. Check your understanding
What is the criticism?
4. Listen and read
Try the question before opening the transcript.
Once a measure becomes a target, people learn to optimise for the measure rather than the underlying goal. A call centre judged solely on call length may produce shorter calls without solving customers' problems. Metrics should be indicators requiring interpretation, not substitutes for judgement.
5. Speaking follow-up
Answer these questions aloud in complete sentences:
- What is the main situation or argument in this listening?
- Which detail was most important for understanding the message?
- What is your own experience or opinion of this topic?