Shadowing Practice: Business English: Participating in meetings 2. - Learn English Speaking with Video

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Paul is the Human Resources Manager at Quartz Power Group.
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He has called a meeting with some of his colleagues to discuss a new training programme.
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Right, shall we get started?
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Well, we're here to talk about a new training programme for the call centre.
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David, I asked you to come because you were involved in the market research we did, so I thought you could give us a short summary of the findings.
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And Anna, obviously, it's your customer service teams who will be affected by this.
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Yes, exactly.
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So we thought you might have some ideas on the best way to approach the training programme.
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And Maria will be developing and running the training.
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Okay, David, could you run us through the main points from the research?
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Sure.
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We worked with a market research agency over a period of a few weeks to gather information about our customers
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and what they thought of us.
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And the results were, well, mixed.
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Sorry, can I just check?
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Why was this research done?
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Had there been complaints or...?
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Some complaints, yes, but also we are losing customers in the region and we wanted to know why.
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Sorry, I'm not sure I understand.
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Was the research about getting customer points of view or about customer profiles?
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It was to get customer feedback on the company and its services.
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Right, I see.
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So, the results showed a few areas where customers were not happy.
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One of the most common, how shall I put it, issues, was with the call centre.
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I see.
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Can you be more specific?
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Well, basically, it seems that customers feel they are not getting good service and they are leaving us for another supplier.
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Right.
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So are you saying customers are leaving us because of the service from the staff or could there be other reasons to?
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I mean, could it be that we haven't got very good systems in place for our staff?
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Yeah, could be.
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Anna?
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Look, I have no problem with giving the staff a refresher course, but starting completely from scratch seems like a waste of time and money.
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They all receive training when they start anyway.
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Yes, that's a good point, Anna.
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And we don't know yet if we will have to start from scratch.
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It may be that we haven't done enough to monitor their activity, and that and that a simple refresher course will be enough.
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Or it may be that we have to look at customer contact from start to finish
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and try to implement some new protocols.
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Maria?
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Yes, that's right.
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I'm sure there's a way of dealing with this sensitively.
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Anna, I realise it's not easy for you to suggest more training for your staff.
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So I wondered if we could start with a review of the current training approach
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and look at what we need to do to address the problems brought up in the survey.
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Yes, we could do that.
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But I would need to look at the full report first, of course.
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And I understand your point about possibly wasting time and money.
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So perhaps you and I could look at the report together?
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Yes, okay.
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Then we'll be able to decide what needs addressing and how.
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If it's more training or even a complete systems overhaul.
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Good idea.
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I've brought in copies of the report.
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perhaps we could start with the highlights first.

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Vocabulary and speaking notes for this lesson

This B2 speaking lesson is built on the video “Business English: Participating in meetings 2”. The speaker keeps coming back to these words: customer, training, Anna, staff, programme. This video has 56 sentences and 569 words to shadow. The speech runs for 4:01. The speaker talks at a steady 142 words per minute, a comfortable pace for shadowing. 89% of the words are among the 3,000 most common in English, so the vocabulary is easy to follow. 12 of its 56 sentences are questions, so it is good practice for question intonation and short answers.

Key vocabulary in this video

The 15 most advanced words in the video, with pronunciation and meaning:

WordPronunciationMeaning
complaint noun/kəmˈpleɪnt/The act of complaining.
scratch verb/skɹæt͡ʃ/To rub a surface with a sharp object, especially by a living creature to remove itching with nails, claws, etc.
monitor noun/ˈmɑ.nɪ.tɚ/Someone who watches over something; a person in charge of something or someone.
summary noun/ˈsʌm.ə.ɹi/An abstract or a condensed presentation of the substance of a body of material.
feedback noun/ˈfiːdˌbæk/Critical assessment of a process or activity or of their results.
realise verbNon-Oxford British standard spelling of realize.
gather verb/ˈɡæðɚ/To collect normally separate things.
highlight verb/ˈhaɪˌlaɪt/To make prominent; emphasize.
implement verb/ˈɪmpləmənt/To bring about; to put into practice; to carry out.
protocol noun/ˈpɹoʊtəˌkɑl/An amendment to an official treaty.
colleague noun/ˈkɒliːɡ/A fellow member of a profession, staff, academic faculty or other organization; an associate, a workmate.
supplier noun/səˈplaɪə/One who supplies; a provider.
overhaul noun/ˈəʊvəˌhɔːl/A major repair, renovation, or revision.
refresher noun/ɹɪˈfɹɛʃɚ/Something that refreshes.
sensitively adverbIn a sensitive manner; with sensitivity.

Sentences worth repeating

Short, complete lines from the video that you can reuse in everyday conversation:

  • Right, shall we get started?
  • Sorry, can I just check?
  • Sorry, I'm not sure I understand.
  • Can you be more specific?
  • I've brought in copies of the report.

Grammar in this video

The structures the speaker uses most, with the exact words from the video:

StructureIn the video
Present perfect have/has + past participle — a past action that still matters nowhas called · haven't done · I've brought
Passive voice be + past participle — the focus is on what happens, not who does itwere involved · will be affected

Pronunciation to watch

The speaker uses 8 contractions and reduced forms, such as haven't, I'm, don't. Say them the short way, as you hear them.

How to practise with this video

  1. Listen to the whole video once without speaking and note the words you do not know.
  2. Shadow it sentence by sentence at normal speed, repeating each one until your rhythm matches the speaker.
  3. Record yourself and compare with the original, paying attention to words like complaint, scratch, monitor.

What is the Shadowing Technique?

Shadowing is a science-backed language learning technique originally developed for professional interpreter training and popularized by polyglot Dr. Alexander Arguelles. The method is simple but powerful: you listen to native English audio and immediately repeat it out loud — like a shadow following the speaker with just a 1–2 second delay. Unlike passive listening or grammar drills, shadowing forces your brain and mouth muscles to simultaneously process and reproduce real speech patterns. Research shows it significantly improves pronunciation accuracy, intonation, rhythm, connected speech, listening comprehension, and speaking fluency — making it one of the most effective methods for IELTS Speaking preparation and real-world English communication.

Shadowing technique: read the full step-by-step guide →