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You hear a tense boardroom meeting. The CEO, Elena Petrova , argues with the Sales Director, Mark Benson . Sales are falling in Europe. The audio uses stress and intonation to show disagreement. Mark says, "We need to cut prices." Elena replies, "Absolutely not. That destroys brand value."
A fictional company called "Zanda" (or sometimes "Handy") trying to go global.
It sounds like you're looking for the (the listening component) from the New Market Leader Upper Intermediate course book.
You listen to market research interviews. A focus group complains about customer service. You hear a recorded phone call where a customer shouts at a call center agent in India. The agent (very polite) cannot solve the problem due to rigid scripts. The lesson asks: "What went wrong in this conversation?"
