
IELTS consists of four components. All candidates take the same Listening and Speaking tests. There is a choice of Reading and Writing tests according to whether a candidate is taking the Academic or General Training module.
Complete the notes below.
Write ONE WORD for each answer.
Basic cleaning package offered
Additional services agreed
Other possibilities
Information on the cleaners
jacinta: | Hello, Easy Life Cleaning Services, Jacinta speaking. |
client: | Oh hello. I’m looking for a cleaning service for my apartment – do you do domestic cleaning? |
jacinta: | Sure. |
client: | Well, it’s just a one-bedroom flat. Do you have a basic cleaning package? |
jacinta: | Yes. For a one-bedroom flat we’re probably looking at about two hours for a clean. So we’d do a thorough clean of all surfaces in each room, and polish them where necessary. Does your apartment have carpets? |
client: | No, I don’t have any, but the floor would need cleaning. |
jacinta: | Of course – we’d do that in every room. And we’d do a thorough clean of the kitchen and bathroom. |
client: | OK. |
jacinta: | Then we have some additional services which you can request if you want – so for example, we can clean your oven for you every week. |
client: | Actually, I hardly ever use that, but can you do the fridge? |
jacinta: | Sure. Would you like that done every week? |
client: | Yes, definitely. And would ironing clothes be an additional service you can do? |
jacinta: | Yes, of course. |
client: | It wouldn’t be much, just my shirts for work that week. |
jacinta: | That’s fine. And we could also clean your microwave if you want. |
client: | No, I wipe that out pretty regularly so there’s no need for that. |
jacinta: | We also offer additional services that you might want a bit less often, say every month. So for example, if the inside of your windows need cleaning, we could do that. |
client: | Yes, that’d be good. I’m on the fifteenth floor, so the outside gets done regularly by specialists, but the inside does get a bit grubby. |
jacinta: | And we could arrange for your curtains to get cleaned if necessary. |
client: | No, they’re OK. But would you be able to do something about the balcony? It’s quite small and I don’t use it much, but it could do with a wash every month or so. |
jacinta: | Yes, we can get the pressure washer onto that. |
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jacinta: | Now if you’re interested, we do offer some other possibilities to do with general maintenance. For example, if you have a problem with water and you need a plumber in a hurry, we can put you in touch with a reliable one who can come out straightaway. And the same thing if you need an electrician. |
client: | Right. That’s good to know. I’ve only just moved here so I don’t have any of those sorts of contacts. |
jacinta: | And I don’t know if this is of interest to you, but we also offer a special vacuum cleaning system which can improve the indoor air quality of your home by capturing up to 99% of all the dust in the air. So if you’re troubled by allergies, this can make a big difference. |
client: | Right. In fact, I don’t have that sort of problem, but I’ll bear it in mind. Now can you tell me a bit about your cleaning staff? |
jacinta: | Of course. So all our cleaners are very carefully selected. When they apply to us, they have to undergo a security check with the police to make sure they don’t have any sort of criminal background, and, of course, they have to provide references as well. Then if we think they might be suitable for the job, we give them training for it. That lasts for two weeks so it’s very thorough, and at the end of it, they have a test. If they pass that, we take them on, but we monitor them very carefully – we ask all our clients to complete a review of their performance after every visit and to email it to us. So we can pick up any problems straightaway and deal with them. |
client: | OK, well that all sounds good. And will I always have the same cleaner? |
jacinta: | Yes, we do our best to organise it that way, and we usually manage it. |
client: | Good. That’s fine. Right, so I’d like to go ahead and … |
Questions 11–14
Choose the correct letter, A, B or C.
Questions 15 and 20
Which way of reducing staff turnover was used in each of the following hotels?
Write the correct letter, A, B or C, next to Questions 15–20.
Hotels
As many of you here today have worked in the hotel industry for some time, I’m sure you have experienced the problem of high staff turnover in your hotels. Every hotel relies on having loyal and experienced members of staff who make sure that everything runs smoothly. If staff are constantly changing, it can make life difficult for everyone. But why do staff leave frequently in many hotels? Of course, many hotel jobs, such as cleaning, are low-skilled and are not well-paid. A lot of managers think it’s this and the long hours that are the main causes of high staff turnover – but what they don’t realise is that it’s the lack of training in many hotel jobs which is a huge factor.
So, what kind of problems does a high turnover of staff cause? Well, having to recruit new staff all the time can be very time-consuming, and managers may have to cover some duties while waiting for new staff to arrive. This means they don’t have time to think about less immediate problems such as how to improve their service. When staff leave, it can also severely affect the colleagues they leave behind. It has a negative effect on remaining staff, who may start to feel that they too should be thinking about leaving.
So, what can be done to change this situation? Firstly, managers should stop making basic errors which leave their staff feeling upset and resentful. When organising shifts, for example, make sure you never give certain staff preferential treatment. All staff should be given some choice about when they work, and everyone should have to work some evening and weekend shifts. If you treat staff fairly, they’ll be more likely to step in and help when extra staff are needed.
Keeping staff happy has other tangible benefits for the business. Take the Dunwich Hotel as an example. It had been experiencing a problem with staff complaints and in order to deal with this, invested in staff training and improved staff conditions. Not only did the level of complaints fall, but they also noticed a significant increase in the amount each customer spent during their stay. They have now introduced a customer loyalty scheme which is going really well.
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Now I’d like to look at some ways you can reduce staff turnover in your hotels, and I’ll do this by giving some examples of hotels where I’ve done some training recently.
The Sun Club received feedback which showed that staff thought managers didn’t value their opinions. They weren’t made to feel they were partners who were contributing to the success of the business as a whole. This situation has changed. Junior staff at all levels are regularly invited to meetings where their ideas are welcomed.
A year ago, The Portland recognised the need to invest in staff retention. Their first step was to introduce a scheme for recognising talent amongst their employees. The hope is that organising training for individuals with management potential will encourage them to stay with the business.
At Bluewater, managers decided to recognise 50 high achievers from across the company’s huge hotel chain. As a reward, they’re sent on an all-expenses-paid trip abroad every year. Fun is an important element in the trips, but there’s also the opportunity to learn something useful. This year’s trip included a visit to a brewery, where staff learned about the new beer that would be served in the hotel.
Pentlow Hotels identified that retention of junior reception staff was an issue. In order to encourage them to see that working in a hotel could be worthwhile and rewarding, with good prospects, they introduced a management programme. These staff were given additional responsibilities and the chance to work in various roles in the hotel.
Green Planet wanted to be seen as a caring employer. To make life easier for staff, many of whom had childcare responsibilities, the hotel began issuing vouchers to help cover the cost of childcare.
Louise Marsh at The Amesbury has one of the best staff retention rates in the business. Since she joined the company, she has made a huge effort to achieve this by creating a co-operative and supportive environment. For her, the staff are part of a large family where everyone is valued.
OK, now I’d like to …
Questions 21–22
Choose TWO letters, A–E.
Which TWO points do Thomas and Jeanne make about Thomas’s sporting activities at school?
Questions 23–24
Choose TWO letters, A–E.
Which TWO feelings did Thomas experience when he was in Kenya?
Questions 25 and 30
What comment do the students make about the development of each of the following items of sporting equipment?
Choose SIX answers from the box and write the correct letter, A–H, next to Questions 25–30.
Items of sporting equipment
jeanne: | Hi Thomas, how are you enjoying the course so far? |
thomas: | Yeah, I think it’s good. |
jeanne: | Remind me – why did you decide to study sports science? Didn’t you want to be a professional athlete when you were at school? |
thomas: | Yeah – that was my goal, and all my classmates assumed I would achieve it; they thought I was brilliant. |
jeanne: | That must have been a nice feeling. |
thomas: | Mm, I thought I could win anything. There was no one who could run faster than me. |
jeanne: | Exactly – so what happened? Did your mum and dad want you to be more ‘academic’? |
thomas: | Not at all. Perhaps they should have pushed me harder, though. |
jeanne: | What do you mean? |
thomas: | I think I should have practised more. |
jeanne: | What makes you say that? |
thomas: | Well, I went out to Kenya for a couple of weeks to train … |
jeanne: | Really! I didn’t know that. |
thomas: | I was chosen to go there out of loads of kids and run with some of the top teenage athletes in the world. And … I was so calm about it. I just kept thinking how fortunate I was. What a great chance this was! Everyone back home was so proud of me. But once we started competing, I very quickly realised I wasn’t good enough. |
jeanne: | That must have been a huge shock. |
thomas: | I thought ‘this can’t be happening’! I was used to winning. |
jeanne: | I’m sorry to hear that. |
thomas: | It’s OK. I’m over it now and I think it’s much better to do a university course and this one has such a variety of sports-related areas. It’s going to be good. |
jeanne: | Oh, I agree – I chose it because of that. |
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thomas: | So Jeanne – have you thought of any ideas for the discussion session next week on technology and sport? |
jeanne: | We have to cover more than one sport, don’t we? |
thomas: | Yeah. |
jeanne: | You know – we always think technology is about the future, but we could gather some ideas about past developments in sport. |
thomas: | Look at early types of equipment perhaps? Uh, I remember reading something about table tennis bats once – how they ended up being covered with pimpled rubber. |
jeanne: | Cos they were just wooden at first, I’d imagine. |
thomas: | Yeah. In about the 1920s, a factory was making rolls of the rubber in bulk for something like horse harnesses. |
jeanne: | Really! |
thomas: | Yeah – and someone realised that it’d make a perfect covering for the wooden bats. |
jeanne: | So what about cricket – that’s had a few innovative changes. Maybe the pads they wear on their legs? |
thomas: | I don’t think they’ve changed much but, I’m just looking on the internet … and it says that when the first cricket helmet came in, in 1978, the Australian batsman who first wore it was booed and jeered by people watching because it was so ugly! |
jeanne: | Wow, players have to protect themselves from getting hurt! I mean everyone wears one now. |
thomas: | Mm, unlike the cycle helmet. |
jeanne: | Well, unless you’re a professional, but you’re right, many ordinary bikers don’t wear a helmet. |
thomas: | Hey, look at these pictures of original helmet designs. This one looks like an upside-down bowl! |
jeanne: | Yet, the woman’s laughing – she’s so proud to be wearing it! |
thomas: | It says serious cyclists ended up with wet hair from all the hard exercise. |
jeanne: | I guess that’s why they have large air vents in them now so that the skin can breathe more easily. |
thomas: | OK, so we’ve done helmets. What about golf balls or better still golf clubs – they’ve changed a lot. |
jeanne: | Yeah – I remember my great grandfather telling me that because a club was made entirely of wood, it would easily break and players had to get another. |
thomas: | There’s no wood at all in them now, is there? |
jeanne: | No – they’re much more powerful. |
thomas: | The same must be true of hockey sticks. |
jeanne: | I don’t think so because players still use wooden sticks today. What it does say here, though, is that when the game started you had to produce a stick yourself. |
thomas: | I guess they just weren’t being manufactured. So, one more perhaps. What about football? |
jeanne: | Well, I know the first balls were made of animal skin. |
thomas: | Yeah, they covered them with pieces of leather that were stitched together, but … the balls let in water when it rained. |
jeanne: | Oh, that would have made them much heavier. |
thomas: | That’s right. You can imagine the damage to players’ necks when the ball was headed. |
jeanne: | How painful that must have been! |
thomas: | Yeah, well, I think we can put together some useful ideas … |
Complete the notes below.
Write ONE WORD ONLY for each answer.
What is maple syrup?
The maple tree
Early maple sugar producers
Today’s maple syrup
The trees
The production
Hello everyone. Today we’re going to look at another natural food product and that’s maple syrup. What is this exactly? Well, maple syrup looks rather like clear honey, but it’s not made by bees; it’s produced from the plant fluid – or sap – inside the maple tree and that makes maple syrup a very natural product. Maple syrup is a thick, golden, sweet-tasting liquid that can be bought in bottles or jars and poured onto food such as waffles and ice cream or used in the baking of cakes and pastries. It contains no preservatives or added ingredients, and it provides a healthy alternative to refined sugar.
Let’s just talk a bit about the maple tree itself, which is where maple syrup comes from. So, there are many species of maple tree, and they’ll grow without fertilizer in areas where there’s plenty of moisture in the soil. However, they’ll only do this if another important criterion is fulfilled, which is that they must have full or partial sun exposure during the day and very cool nights – and I’ll talk more about that in a minute. There are only certain parts of the world that provide all these conditions: one is Canada, and by that, I mean all parts of Canada, and the other is the north-eastern states of North America. In these areas, the climate suits the trees perfectly. In fact, Canada produces over two-thirds of the world’s maple syrup, which is why the five-pointed maple leaf is a Canadian symbol and has featured on the flag since 1964.
So how did maple syrup production begin? Well, long before Europeans settled in these parts of the world, the indigenous communities had started producing maple sugar. They bored holes in the trunks of maple trees and used containers made of tree bark to collect the liquid sap as it poured out. As they were unable to keep the liquid for any length of time – they didn’t have storage facilities in those days – they boiled the liquid by placing pieces of rock that had become scorching hot from the sun into the sap. They did this until it turned into sugar, and they were then able to use this to sweeten their food and drinks. Since that time, improvements have been made to the process, but it has changed very little overall.
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So let’s look at the production of maple syrup today. Clearly, the maple forests are a valuable resource in many Canadian and North American communities. The trees have to be well looked after and they cannot be used to make syrup until the trunks reach a diameter of around 25 centimetres. This can take anything up to 40 years. As I’ve already mentioned, maple trees need the right conditions to grow and also to produce sap. Why is this? Well, what happens is that during a cold night, the tree absorbs water from the soil, and that rises through the tree’s vascular system. But then in the warmer daytime, the change in temperature causes the water to be pushed back down to the bottom of the tree. This continual movement – up and down – leads to the formation of the sap needed for maple syrup production.
When the tree is ready, it can be tapped and this involves drilling a small hole into the trunk and inserting a tube into it that ends in a bucket. The trees can often take several taps, though the workers take care not to cause any damage to the healthy growth of the tree itself. The sap that comes out of the trees consists of 98 percent water and 2 percent sugar and other nutrients. It has to be boiled so that much of that water evaporates, and this process has to take place immediately, using what are called evaporators. These are basically extremely large pans – the sap is poured into these, a fire is built and the pans are then heated until the sap boils. As it does this, the water evaporates, and the syrup begins to form. The evaporation process creates large quantities of steam, and the sap becomes thicker and denser, and, at just the right moment, when the sap is thick enough to be called maple syrup, the worker removes it from the heat. After this process, something called ‘sugar sand’ has to be filtered out as this builds up during the boiling and gives the syrup a cloudy appearance and a slightly gritty taste. Once this has been done, the syrup is ready to be packaged so that it can be used for a whole variety of products. It takes 40 litres of sap to produce one litre of maple syrup so you can get an idea of how much is needed!
So that’s the basic process. In places like Quebec where …
You should spend about 20 minutes on Questions 1–13, which are based on Reading Passage 1 below.
How Madagascar’s bats are helping to save the rainforest
There are few places in the world where relations between agriculture and conservation are more strained. Madagascar’s forests are being converted to agricultural land at a rate of one percent every year. Much of this destruction is fuelled by the cultivation of the country’s main staple crop: rice. And a key reason for this destruction is that insect pests are destroying vast quantities of what is grown by local subsistence farmers, leading them to clear forest to create new paddy fields. The result is devastating habitat and biodiversity loss on the island, but not all species are suffering. In fact, some of the island’s insectivorous bats are currently thriving and this has important implications for farmers and conservationists alike.
Enter University of Cambridge zoologist Ricardo Rocha. He’s passionate about conservation, and bats. More specifically, he’s interested in how bats are responding to human activity and deforestation in particular. Rocha’s new study shows that several species of bats are giving Madagascar’s rice farmers a vital pest control service by feasting on plagues of insects. And this, he believes, can ease the financial pressure on farmers to turn forest into fields.
Bats comprise roughly one-fifth of all mammal species in Madagascar and thirty-six recorded bat species are native to the island, making it one of the most important regions for conservation of this animal group anywhere in the world.
Co-leading an international team of scientists, Rocha found that several species of indigenous bats are taking advantage of habitat modification to hunt insects swarming above the country’s rice fields. They include the Malagasy mouse-eared bat, Major’s long-fingered bat, the Malagasy white-bellied free-tailed bat and Peters’ wrinkle-lipped bat.
‘These winner species are providing a valuable free service to Madagascar as biological pest suppressors,’ says Rocha. ‘We found that six species of bat are preying on rice pests, including the paddy swarming caterpillar and grass webworm. The damage which these insects cause puts the island’s farmers under huge financial pressure and that encourages deforestation.’
The study, now published in the journal Agriculture, Ecosystems and Environment, set out to investigate the feeding activity of insectivorous bats in the farmland bordering the Ranomafana National Park in the southeast of the country.
Rocha and his team used state-of-the-art ultrasonic recorders to record over a thousand bat ‘feeding buzzes’ (echolocation sequences used by bats to target their prey) at 54 sites, in order to identify the favourite feeding spots of the bats. They next used DNA barcoding techniques to analyse droppings collected from bats at the different sites.
The recordings revealed that bat activity over rice fields was much higher than it was in continuous forest – seven times higher over rice fields which were on flat ground, and sixteen times higher over fields on the sides of hills – leaving no doubt that the animals are preferentially foraging in these man-made ecosystems. The researchers suggest that the bats favour these fields because lack of water and nutrient run-off make these crops more susceptible to insect pest infestations. DNA analysis showed that all six species of bat had fed on economically important insect pests. While the findings indicated that rice farming benefits most from the bats, the scientists also found indications that the bats were consuming pests of other crops, including the black twig borer (which infests coffee plants), the sugarcane cicada, the macadamia nut-borer, and the sober tabby (a pest of citrus fruits).
‘The effectiveness of bats as pest controllers has already been proven in the USA and Catalonia,’ said co-author James Kemp, from the University of Lisbon. ‘But our study is the first to show this happening in Madagascar, where the stakes for both farmers and conservationists are so high.’
Local people may have a further reason to be grateful to their bats. While the animal is often associated with spreading disease, Rocha and his team found evidence that Malagasy bats feed not just on crop pests but also on mosquitoes – carriers of malaria, Rift Valley fever virus and elephantiasis – as well as blackflies, which spread river blindness.
Rocha points out that the relationship is complicated. When food is scarce, bats become a crucial source of protein for local people. Even the children will hunt them. And as well as roosting in trees, the bats sometimes roost in buildings, but are not welcomed there because they make them unclean. At the same time, however, they are associated with sacred caves and the ancestors, so they can be viewed as beings between worlds, which makes them very significant in the culture of the people. And one potential problem is that while these bats are benefiting from farming, at the same time deforestation is reducing the places where they can roost, which could have long-term effects on their numbers. Rocha says, ‘With the right help, we hope that farmers can promote this mutually beneficial relationship by installing bat houses.’
Rocha and his colleagues believe that maximising bat populations can help to boost crop yields and promote sustainable livelihoods. The team is now calling for further research to quantify this contribution. ‘I’m very optimistic,’ says Rocha. ‘If we give nature a hand, we can speed up the process of regeneration.’
Questions 1–6
Do the following statements agree with the information given in Reading Passage 1?
In boxes 1–6 on your answer sheet, write
TRUE if the statement agrees with the information
FALSE if the statement contradicts the information
NOT GIVEN if there is no information on this
Questions 7–13
Complete the table below.
Choose ONE WORD ONLY from the passage for each answer.
Write your answers in boxes 7–13 on your answer sheet.
The study carried out by Rocha’s team | |
Aim |
|
Method |
|
Findings |
|
Recommendation |
|
You should spend about 20 minutes on Questions 14–26, which are based on Reading Passage 2 below.
________________
* guild: an association of artisans or merchants which oversees the practice of their craft or trade in a particular area
Questions 14–18
Reading Passage 2 has six sections, A–F.
Which section contains the following information?
Write the correct letter, A–F, in boxes 14–18 on your answer sheet.
Questions 19–22
Complete the summary below.
Choose ONE WORD from the passage for each answer.
Write your answers in boxes 19–22 on your answer sheet
The database that Ogilvie and her team has compiled sheds light on the lives of a range of individuals, as well as those of their 19 _____, over a 300-year period. For example, Ana Regina and Magdalena Riethmüllerin were reprimanded for reading while they should have been paying attention to a 20 _____. There was also Juliana Schweickherdt, who came to the notice of the weavers’ guild in the year 1752 for breaking guild rules. As a punishment, she was later given a 21 _____. Cases like this illustrate how the guilds could prevent 22 _____ and stop skilled people from working.
Questions 23–24
Choose TWO letters, A–E.
Write the correct letters in boxes 23 and 24 on your answer sheet.
Which TWO of the following statements does the writer make about literacy rates in Section B?
Questions 25–26
Choose TWO letters, A–E.
Write the correct letters in boxes 25 and 26 on your answer sheet.
Which TWO of the following statements does the writer make in Section F about guilds in German-speaking Central Europe between 1600 and 1900?
You should spend about 20 minutes on Questions 27–40, which are based on Reading Passage 3 below.
Questions 27–32
Reading Passage 3 has eight paragraphs, A–H.
Which paragraph contains the following information?
Write the correct letter, A–H, in boxes 27–32 on your answer sheet.
NB You may use any letter more than once.
Questions 33–36
Do the following statements agree with the claims of the writer in Reading Passage 3?
In boxes 33–36 on your answer sheet, write
TRUE if the statement agrees with the informatior
FALSE if the statement contradicts the information
NOT GIVEN if there is no information about this
Questions 37–40
Complete the summary below.
Choose ONE WORD ONLY from the passage for each answer.
Write your answers in boxes 37–40 on your answer sheet.
The researchers started by testing Gareyev’s 37 _____; for example, he was required to recall a string of 38 _____ in order and also in reverse order. Although his performance was normal, scans showed an unusual amount of 39 _____ within the areas of Gareyev’s brain that are concerned with directing attention. In addition, the scans raised the possibility of unusual strength in the parts of his brain that deal with 40 _____ input.
You should spend about 20 minutes on this task.
The graph below shows the number of shops that closed and the number of new shops that opened in one country between 2011 and 2018.
Summarise the information by selecting and reporting the main features, and make comparisons where relevant.
Write at least 150 words.
Number of shop closures and openings 2011– 2018
_____
You should spend about 40 minutes on this task.
Write about the following topic:
Nowadays, a growing number of people with health problems are trying alternative medicines and treatments instead of visiting their usual doctor.
Do you think this is a positive or a negative development?
Give reasons for your answer and include any relevant examples from your own knowledge or experience.
Write at least 250 words.
_____
The examiner asks you about yourself, your home, work or studies and other familiar topics.
EXAMPLE
Maps
Describe an occasion when you had to do something in a hurry.
You should say:
what you had to do
why you had to do this in a hurry
how well you did this
and explain how you felt about having to do this in a hurry
You will have to talk about the topic for one to two minutes. You have one minute to think about what you are going to say. You can make some notes to help you if you wish.
Discussion topics:
Arriving late
Example questions:
Do you think it’s OK to arrive late when meeting a friend?
What should happen to people who arrive late for work?
Can you suggest how people can make sure they don’t arrive late?
Managing study time
Example questions:
Is it better to study for long periods or in shorter blocks of time?
What are the likely effects of students not managing their study time well?
How important is it for students to have enough leisure time?
IELTS consists of four components. All candidates take the same Listening and Speaking tests. There is a choice of Reading and Writing tests according to whether a candidate is taking the Academic or General Training module.
IELTS consists of four components. All candidates take the same Listening and Speaking tests. There is a choice of Reading and Writing tests according to whether a candidate is taking the Academic or General Training module.
IELTS consists of four components. All candidates take the same Listening and Speaking tests. There is a choice of Reading and Writing tests according to whether a candidate is taking the Academic or General Training module.