PDF-версии: горизонтальная · вертикальная · крупный шрифт · с большим полем
Вы услышите 6 высказываний. Установите соответствие между высказываниями каждого говорящего
1. My willpower could use some help.
2. Just listen to your body, it knows better.
3. I inspire others to make better choices.
4. Some are greedy, some are stupid.
5. I'm all for going back to the simple truths.
6. I love my healthy snack-making gadget!
7. This old wisdom needs updating!
| Говорящий | A | B | C | D | E | F |
| Утверждение |
Вы услышите диалог. Определите, какие из приведенных
A. Suzanne has returned home from her summer holidays.
B. Michael has been on long road-trips before.
C. Suzanne lost money while in Las Vegas.
D. The most exciting sites of Suzanne’s road trip were in New Mexico.
E. Michael knows a lot about bats.
F. Suzanne's father drove the car most of their road trip.
G. Suzanne will see Michael again on the same day as the dialogue takes place.
Запишите в ответ цифры, расположив их в порядке, соответствующем буквам:
| A | B | C | D | E | F | G |
Вы услышите интервью дважды. Выберите правильный ответ 1, 2 или 3.
What do we learn about Bentley at the beginning of the interview?
1) He has been an audience dog for 7 years.
2) He was adopted by Mark from a shelter.
3) He received a gift from the radio presenter.
Вы услышите интервью дважды. Выберите правильный ответ 1, 2 или 3.
Why did Mark ask the radio presenter about her first day on the job?
1) He wanted to show that she was a public speaker.
2) He wanted to use her job experience as an example.
3) He wanted to see if she still remembered that day.
Вы услышите интервью дважды. Выберите правильный ответ 1, 2 или 3.
Audience dogs were first used for...
1) nervous university students.
2) young children learning to read.
3) patients with psychological problems.
Вы услышите интервью дважды. Выберите правильный ответ 1, 2 или 3.
How did Bentley start participating in the audience dog program?
1) This happened by accident.
2) Mark heard of the program.
3) Bentley was trained for that.
Вы услышите интервью дважды. Выберите правильный ответ 1, 2 или 3.
Participation in the audience dog program enables Mark to...
1) make friends.
2) earn a living.
3) feel good.
Вы услышите интервью дважды. Выберите правильный ответ 1, 2 или 3.
According to this interview, which of the following breeds has a better chance of being a good audience dog?
1) Chihuahua.
2) Jack Russell.
3) Golden retriever.
Вы услышите интервью дважды. Выберите правильный ответ 1, 2 или 3.
Which of the following is NOT something an audience dog needs to have?
1) A lot of energy.
2) Full vaccination.
3) Proper training.
Установите соответствие между
1. Leave nothing for the enemy!
2. Don't destroy while taking care!
3. First come — first served
4. Every cloud has a silver lining
5. Once lived through, never forgotten
6. Old wisdom helping us today
7. Saving a symbol together
8. Professional help should be in place
A. Fires have long been viewed as one of the most horrible disasters, feared for their ability to destroy homes, forests, and lives in a matter of minutes. Many cultures have proverbs and sayings that reflect this fear and respect for fire. For example, “Where there’s smoke, there’s fire” warns of hidden dangers, while “Playing with fire” cautions against taking unnecessary risks. These sayings remind us of fire’s destructive potential and the need to respect its power.
B. Throughout history, many cities often had wooden houses, which made them vulnerable to devastating fires. A famous example is the Great Fire of London in 1666, which destroyed thousands of buildings. On the brighter side, this catastrophic event helped end the plague — a deadly infectious disease that had killed many people. Additionally, after the fire, new fire regulations were established, leading to improved city planning and making London safer and cleaner.
C. The fire in Moscow in 1812 was a crucial event during the French invasion of Russia. It is widely believed that, as Napoleon's troops approached, Muscovites set fire to their own homes to deny the enemy resources. The flames quickly spread, destroying much of the city. Leo Tolstoy vividly described this tragic event in "War and Peace", though he did not share the opinion that Moscow's residents intentionally started the fire.
D. In the 1812 Moscow fire, contrary to the common belief that Muscovites intentionally burned their homes to resist Napoleon’s army, another hypothesis suggests that when people fled, there was no one to protect their wooden homes from the fires that were common at the time, especially during war. Without anyone to manage them, the flames spread uncontrollably, burning everything in their way. This hypothesis highlights the vital role of city fire services in protecting communities from such disasters.
E. The fire at Notre Dame de Paris in 2019 shocked the world as flames engulfed one of France’s most iconic landmarks. The Gothic cathedral caught fire during restoration work, causing extensive damage to its roof and spire. Firefighters bravely saved the main structure and many priceless artifacts. The event drew global attention, with people from all over the world donating money towards the restoration efforts. Today, the ongoing work to restore Notre Dame symbolizes hope and the resilience of cultural heritage.
F. Much like the fire at Notre Dame, a similar incident occurred in 2015 at Moscow’s Novodevichy Convent during restoration work. Flames consumed the iconic bell tower of this UNESCO World Heritage site, famous for its architecture and historical significance. Although firefighters acted quickly and the damage was less severe than in Paris, the fire raised concerns about safety measures in restoration projects. Both events highlight the need for rigorous safety protocols to protect our cultural heritage.
G. Teaching children about the dangers of fire is important, and many children's authors have written educational books on the subject. Among them, the Russian writer Samuil Marshak stands out. As a young child, he experienced a fire firsthand and never forgot the terrifying feeling of having to flee his home. This traumatic experience influenced his writing, with fire becoming a recurring theme in his children's works, such as the play "Cat's House" and the poem "The Fire".
| Текст | A | B | C | D | E | F | G |
| Заголовок |
Прочитайте текст и заполните
Decathlon
The decathlon is one of the most iconic events in sports. The name comes from the Greek words deca, meaning "ten," and athlon, meaning "contest," A _______________________. First introduced to the Olympic Games in 1912, the decathlon honors ancient Greek athletes who competed in the original Olympic Games. Many of those early games focused on running, jumping, and throwing events, B _______________________.
The decathlon, C _______________________, includes ten separate track and field events, with five events scheduled for each day. The 100-meter dash kicks off the decathlon, requiring explosive speed as athletes sprint a distance roughly the length of a football field in mere seconds. Events like the long jump and high jump give athletes three attempts to achieve their best scores. The shot put demands immense power as competitors throw a heavy, 16-pound metal ball as far as possible. This event is followed by the 400-meter run, D _______________________.
Day two opens with the 110-meter hurdles, where athletes must jump over ten barriers, E _______________________, while maintaining top speed. Next is the discus throw, in which athletes throw a four-pound metal disc.
One of the most challenging events is the pole vault, which requires an athlete to sprint and use a pole to vault over a high bar without knocking it down. The decathlon concludes with the javelin throw and the 1500-meter run, F _______________________ after days of intense physical effort.
1. which are now classified as track and field
2. where endurance is critical
3. which wraps up the first day
4. giving them the title of 'the world's greatest athlete"
5. each three-and-a-half feet tall
6. which fittingly describes this competition of ten events
7. which is a two-day contest
| Пропуск | A | B | C | D | E | F |
| Часть предложения |
"United Breaks Guitars"
Dave Carroll was just another traveling musician back in 2008, flying from Halifax, Canada, to Omaha, Nebraska. He had his treasured $3,500 Taylor guitar with him, but United Airlines wouldn’t allow it on board as carry-on and forced him to check it in with baggage. During a layover at Chicago’s O’Hare Airport, he watched in horror as the airline’s baggage handlers tossed his guitar like an old suitcase. By the time he got to Omaha, the worst had happened — his guitar was completely wrecked.
Determined to seek justice, Carroll spent nearly a year trying to get compensation from United. But the airline repeatedly denied his claim, citing that he hadn’t reported the damage within their required 24-hour window. Frustrated and out of options, Dave did what musicians do best — he wrote a song about it. “United Breaks Guitars” hit YouTube in 2009, becoming an instant sensation. Recognizing Carroll's talent and supporting his message, Taylor Guitars owner Bob Taylor immediately gifted him two new guitars. With its catchy beat and tune and clever lyrics, the song quickly climbed to millions of views. By 2024, it had surpassed 23 million views, turning Carroll into a viral celebrity and a rallying point for every frustrated customer wronged by big companies.
The impact was swift: United’s stock value dropped nearly 10%, wiping out an estimated $180 million for shareholders in just a few days. United scrambled to make amends, offering Carroll a settlement and asking him to remove the video from YouTube. But after months of being brushed off, he wasn’t interested. With the song’s viral momentum, Carroll was now the one saying “no.” His story didn’t end there, either; he wrote two more songs about his United experience, each capturing the frustrations of his journey with just the right touch of humor.
As Carroll’s story caught fire, his message grew louder, and it even took him all the way to Capitol Hill. Invited to speak at a Congressional hearing on passenger rights, he listened as an ex-CEO of one of the major U.S. airlines defended issues like long tarmac delays, calling them “statistically insignificant.” To Carroll, it was painfully clear that this executive — and companies like his — didn’t yet grasp the age of social media and the power one voice could have. Later, while giving a talk at Columbia Business School, Carroll said, “Big companies have been about doing it mostly right most of the time — that's been the model.” But in his view, that just didn’t cut it anymore. With the power of social media, every single customer’s experience mattered and had the potential to ruin the company's image. As Carroll put it, “No customer is statistically insignificant.”
After his viral success, Carroll launched the Right Side of Right project, inviting people with both bad and great customer service experiences to share their stories. According to Dave, “It’s not just enough to bring a company down; the best learning tool’s sometimes how to do it right.” His efforts helped redefine customer service expectations. Companies began rethinking their approach to customer complaints. Now often cited in business schools as a case study on corporate missteps, Carroll’s journey underscores the power of social media and the influence of a single customer’s voice, proving that even the so-called “insignificant” customer can wield considerable influence through a simple song and an internet connection.
From the first paragraph we learn that in 2008 Dave Carroll was...
1) a little-known musician afraid of losing his expensive Taylor guitar.
2) a famous musician who could afford expensive musical instruments.
3) a musician from Canada giving concerts in Chicago and Nebraska.
4) a Canadian guitarist from Halifax who was travelling to Chicago.
"United Breaks Guitars"
Dave Carroll was just another traveling musician back in 2008, flying from Halifax, Canada, to Omaha, Nebraska. He had his treasured $3,500 Taylor guitar with him, but United Airlines wouldn’t allow it on board as carry-on and forced him to check it in with baggage. During a layover at Chicago’s O’Hare Airport, he watched in horror as the airline’s baggage handlers tossed his guitar like an old suitcase. By the time he got to Omaha, the worst had happened — his guitar was completely wrecked.
Determined to seek justice, Carroll spent nearly a year trying to get compensation from United. But the airline repeatedly denied his claim, citing that he hadn’t reported the damage within their required 24-hour window. Frustrated and out of options, Dave did what musicians do best — he wrote a song about it. “United Breaks Guitars” hit YouTube in 2009, becoming an instant sensation. Recognizing Carroll's talent and supporting his message, Taylor Guitars owner Bob Taylor immediately gifted him two new guitars. With its catchy beat and tune and clever lyrics, the song quickly climbed to millions of views. By 2024, it had surpassed 23 million views, turning Carroll into a viral celebrity and a rallying point for every frustrated customer wronged by big companies.
The impact was swift: United’s stock value dropped nearly 10%, wiping out an estimated $180 million for shareholders in just a few days. United scrambled to make amends, offering Carroll a settlement and asking him to remove the video from YouTube. But after months of being brushed off, he wasn’t interested. With the song’s viral momentum, Carroll was now the one saying “no.” His story didn’t end there, either; he wrote two more songs about his United experience, each capturing the frustrations of his journey with just the right touch of humor.
As Carroll’s story caught fire, his message grew louder, and it even took him all the way to Capitol Hill. Invited to speak at a Congressional hearing on passenger rights, he listened as an ex-CEO of one of the major U.S. airlines defended issues like long tarmac delays, calling them “statistically insignificant.” To Carroll, it was painfully clear that this executive — and companies like his — didn’t yet grasp the age of social media and the power one voice could have. Later, while giving a talk at Columbia Business School, Carroll said, “Big companies have been about doing it mostly right most of the time — that's been the model.” But in his view, that just didn’t cut it anymore. With the power of social media, every single customer’s experience mattered and had the potential to ruin the company's image. As Carroll put it, “No customer is statistically insignificant.”
After his viral success, Carroll launched the Right Side of Right project, inviting people with both bad and great customer service experiences to share their stories. According to Dave, “It’s not just enough to bring a company down; the best learning tool’s sometimes how to do it right.” His efforts helped redefine customer service expectations. Companies began rethinking their approach to customer complaints. Now often cited in business schools as a case study on corporate missteps, Carroll’s journey underscores the power of social media and the influence of a single customer’s voice, proving that even the so-called “insignificant” customer can wield considerable influence through a simple song and an internet connection.
Dave Carroll decided to write a song about his guitar because...
1) Bob Taylor recognized his outstanding musical talent.
2) he was unhappy that his expensive guitar was broken.
3) he believed this song would make him world-famous.
4) United did not compensate him for his broken guitar.
"United Breaks Guitars"
Dave Carroll was just another traveling musician back in 2008, flying from Halifax, Canada, to Omaha, Nebraska. He had his treasured $3,500 Taylor guitar with him, but United Airlines wouldn’t allow it on board as carry-on and forced him to check it in with baggage. During a layover at Chicago’s O’Hare Airport, he watched in horror as the airline’s baggage handlers tossed his guitar like an old suitcase. By the time he got to Omaha, the worst had happened — his guitar was completely wrecked.
Determined to seek justice, Carroll spent nearly a year trying to get compensation from United. But the airline repeatedly denied his claim, citing that he hadn’t reported the damage within their required 24-hour window. Frustrated and out of options, Dave did what musicians do best — he wrote a song about it. “United Breaks Guitars” hit YouTube in 2009, becoming an instant sensation. Recognizing Carroll's talent and supporting his message, Taylor Guitars owner Bob Taylor immediately gifted him two new guitars. With its catchy beat and tune and clever lyrics, the song quickly climbed to millions of views. By 2024, it had surpassed 23 million views, turning Carroll into a viral celebrity and a rallying point for every frustrated customer wronged by big companies.
The impact was swift: United’s stock value dropped nearly 10%, wiping out an estimated $180 million for shareholders in just a few days. United scrambled to make amends, offering Carroll a settlement and asking him to remove the video from YouTube. But after months of being brushed off, he wasn’t interested. With the song’s viral momentum, Carroll was now the one saying “no.” His story didn’t end there, either; he wrote two more songs about his United experience, each capturing the frustrations of his journey with just the right touch of humor.
As Carroll’s story caught fire, his message grew louder, and it even took him all the way to Capitol Hill. Invited to speak at a Congressional hearing on passenger rights, he listened as an ex-CEO of one of the major U.S. airlines defended issues like long tarmac delays, calling them “statistically insignificant.” To Carroll, it was painfully clear that this executive — and companies like his — didn’t yet grasp the age of social media and the power one voice could have. Later, while giving a talk at Columbia Business School, Carroll said, “Big companies have been about doing it mostly right most of the time — that's been the model.” But in his view, that just didn’t cut it anymore. With the power of social media, every single customer’s experience mattered and had the potential to ruin the company's image. As Carroll put it, “No customer is statistically insignificant.”
After his viral success, Carroll launched the Right Side of Right project, inviting people with both bad and great customer service experiences to share their stories. According to Dave, “It’s not just enough to bring a company down; the best learning tool’s sometimes how to do it right.” His efforts helped redefine customer service expectations. Companies began rethinking their approach to customer complaints. Now often cited in business schools as a case study on corporate missteps, Carroll’s journey underscores the power of social media and the influence of a single customer’s voice, proving that even the so-called “insignificant” customer can wield considerable influence through a simple song and an internet connection.
The phrase scrambled to make amends in the third paragraph is closest in meaning to...
1) collected money for compensation.
2) tried hard to improve the situation.
3) offered a formal public apology.
4) refused to take responsibility.
"United Breaks Guitars"
Dave Carroll was just another traveling musician back in 2008, flying from Halifax, Canada, to Omaha, Nebraska. He had his treasured $3,500 Taylor guitar with him, but United Airlines wouldn’t allow it on board as carry-on and forced him to check it in with baggage. During a layover at Chicago’s O’Hare Airport, he watched in horror as the airline’s baggage handlers tossed his guitar like an old suitcase. By the time he got to Omaha, the worst had happened — his guitar was completely wrecked.
Determined to seek justice, Carroll spent nearly a year trying to get compensation from United. But the airline repeatedly denied his claim, citing that he hadn’t reported the damage within their required 24-hour window. Frustrated and out of options, Dave did what musicians do best — he wrote a song about it. “United Breaks Guitars” hit YouTube in 2009, becoming an instant sensation. Recognizing Carroll's talent and supporting his message, Taylor Guitars owner Bob Taylor immediately gifted him two new guitars. With its catchy beat and tune and clever lyrics, the song quickly climbed to millions of views. By 2024, it had surpassed 23 million views, turning Carroll into a viral celebrity and a rallying point for every frustrated customer wronged by big companies.
The impact was swift: United’s stock value dropped nearly 10%, wiping out an estimated $180 million for shareholders in just a few days. United scrambled to make amends, offering Carroll a settlement and asking him to remove the video from YouTube. But after months of being brushed off, he wasn’t interested. With the song’s viral momentum, Carroll was now the one saying “no.” His story didn’t end there, either; he wrote two more songs about his United experience, each capturing the frustrations of his journey with just the right touch of humor.
As Carroll’s story caught fire, his message grew louder, and it even took him all the way to Capitol Hill. Invited to speak at a Congressional hearing on passenger rights, he listened as an ex-CEO of one of the major U.S. airlines defended issues like long tarmac delays, calling them “statistically insignificant.” To Carroll, it was painfully clear that this executive — and companies like his — didn’t yet grasp the age of social media and the power one voice could have. Later, while giving a talk at Columbia Business School, Carroll said, “Big companies have been about doing it mostly right most of the time — that's been the model.” But in his view, that just didn’t cut it anymore. With the power of social media, every single customer’s experience mattered and had the potential to ruin the company's image. As Carroll put it, “No customer is statistically insignificant.”
After his viral success, Carroll launched the Right Side of Right project, inviting people with both bad and great customer service experiences to share their stories. According to Dave, “It’s not just enough to bring a company down; the best learning tool’s sometimes how to do it right.” His efforts helped redefine customer service expectations. Companies began rethinking their approach to customer complaints. Now often cited in business schools as a case study on corporate missteps, Carroll’s journey underscores the power of social media and the influence of a single customer’s voice, proving that even the so-called “insignificant” customer can wield considerable influence through a simple song and an internet connection.
How many songs did Dave write about his bad experience with United Airlines?
1) 2
2) 3
3) 4
4) 5
"United Breaks Guitars"
Dave Carroll was just another traveling musician back in 2008, flying from Halifax, Canada, to Omaha, Nebraska. He had his treasured $3,500 Taylor guitar with him, but United Airlines wouldn’t allow it on board as carry-on and forced him to check it in with baggage. During a layover at Chicago’s O’Hare Airport, he watched in horror as the airline’s baggage handlers tossed his guitar like an old suitcase. By the time he got to Omaha, the worst had happened — his guitar was completely wrecked.
Determined to seek justice, Carroll spent nearly a year trying to get compensation from United. But the airline repeatedly denied his claim, citing that he hadn’t reported the damage within their required 24-hour window. Frustrated and out of options, Dave did what musicians do best — he wrote a song about it. “United Breaks Guitars” hit YouTube in 2009, becoming an instant sensation. Recognizing Carroll's talent and supporting his message, Taylor Guitars owner Bob Taylor immediately gifted him two new guitars. With its catchy beat and tune and clever lyrics, the song quickly climbed to millions of views. By 2024, it had surpassed 23 million views, turning Carroll into a viral celebrity and a rallying point for every frustrated customer wronged by big companies.
The impact was swift: United’s stock value dropped nearly 10%, wiping out an estimated $180 million for shareholders in just a few days. United scrambled to make amends, offering Carroll a settlement and asking him to remove the video from YouTube. But after months of being brushed off, he wasn’t interested. With the song’s viral momentum, Carroll was now the one saying “no.” His story didn’t end there, either; he wrote two more songs about his United experience, each capturing the frustrations of his journey with just the right touch of humor.
As Carroll’s story caught fire, his message grew louder, and it even took him all the way to Capitol Hill. Invited to speak at a Congressional hearing on passenger rights, he listened as an ex-CEO of one of the major U.S. airlines defended issues like long tarmac delays, calling them “statistically insignificant.” To Carroll, it was painfully clear that this executive — and companies like his — didn’t yet grasp the age of social media and the power one voice could have. Later, while giving a talk at Columbia Business School, Carroll said, “Big companies have been about doing it mostly right most of the time — that's been the model.” But in his view, that just didn’t cut it anymore. With the power of social media, every single customer’s experience mattered and had the potential to ruin the company's image. As Carroll put it, “No customer is statistically insignificant.”
After his viral success, Carroll launched the Right Side of Right project, inviting people with both bad and great customer service experiences to share their stories. According to Dave, “It’s not just enough to bring a company down; the best learning tool’s sometimes how to do it right.” His efforts helped redefine customer service expectations. Companies began rethinking their approach to customer complaints. Now often cited in business schools as a case study on corporate missteps, Carroll’s journey underscores the power of social media and the influence of a single customer’s voice, proving that even the so-called “insignificant” customer can wield considerable influence through a simple song and an internet connection.
Dave Carroll's songs about his United experience did NOT have...
1) funny words.
2) a nice rhythm.
3) an angry message.
4) a memorable melody.
"United Breaks Guitars"
Dave Carroll was just another traveling musician back in 2008, flying from Halifax, Canada, to Omaha, Nebraska. He had his treasured $3,500 Taylor guitar with him, but United Airlines wouldn’t allow it on board as carry-on and forced him to check it in with baggage. During a layover at Chicago’s O’Hare Airport, he watched in horror as the airline’s baggage handlers tossed his guitar like an old suitcase. By the time he got to Omaha, the worst had happened — his guitar was completely wrecked.
Determined to seek justice, Carroll spent nearly a year trying to get compensation from United. But the airline repeatedly denied his claim, citing that he hadn’t reported the damage within their required 24-hour window. Frustrated and out of options, Dave did what musicians do best — he wrote a song about it. “United Breaks Guitars” hit YouTube in 2009, becoming an instant sensation. Recognizing Carroll's talent and supporting his message, Taylor Guitars owner Bob Taylor immediately gifted him two new guitars. With its catchy beat and tune and clever lyrics, the song quickly climbed to millions of views. By 2024, it had surpassed 23 million views, turning Carroll into a viral celebrity and a rallying point for every frustrated customer wronged by big companies.
The impact was swift: United’s stock value dropped nearly 10%, wiping out an estimated $180 million for shareholders in just a few days. United scrambled to make amends, offering Carroll a settlement and asking him to remove the video from YouTube. But after months of being brushed off, he wasn’t interested. With the song’s viral momentum, Carroll was now the one saying “no.” His story didn’t end there, either; he wrote two more songs about his United experience, each capturing the frustrations of his journey with just the right touch of humor.
As Carroll’s story caught fire, his message grew louder, and it even took him all the way to Capitol Hill. Invited to speak at a Congressional hearing on passenger rights, he listened as an ex-CEO of one of the major U.S. airlines defended issues like long tarmac delays, calling them “statistically insignificant.” To Carroll, it was painfully clear that this executive — and companies like his — didn’t yet grasp the age of social media and the power one voice could have. Later, while giving a talk at Columbia Business School, Carroll said, “Big companies have been about doing it mostly right most of the time — that's been the model.” But in his view, that just didn’t cut it anymore. With the power of social media, every single customer’s experience mattered and had the potential to ruin the company's image. As Carroll put it, “No customer is statistically insignificant.”
After his viral success, Carroll launched the Right Side of Right project, inviting people with both bad and great customer service experiences to share their stories. According to Dave, “It’s not just enough to bring a company down; the best learning tool’s sometimes how to do it right.” His efforts helped redefine customer service expectations. Companies began rethinking their approach to customer complaints. Now often cited in business schools as a case study on corporate missteps, Carroll’s journey underscores the power of social media and the influence of a single customer’s voice, proving that even the so-called “insignificant” customer can wield considerable influence through a simple song and an internet connection.
By saying "No customer is statistically insignificant" Dave means that...
1) every person deserves a good treatment by service producers.
2) it is not statistics that companies should be thinking but people.
3) companies' attitude to statistics is painful for customers like him.
4) anyone can damage a company's reputation through social media.
"United Breaks Guitars"
Dave Carroll was just another traveling musician back in 2008, flying from Halifax, Canada, to Omaha, Nebraska. He had his treasured $3,500 Taylor guitar with him, but United Airlines wouldn’t allow it on board as carry-on and forced him to check it in with baggage. During a layover at Chicago’s O’Hare Airport, he watched in horror as the airline’s baggage handlers tossed his guitar like an old suitcase. By the time he got to Omaha, the worst had happened — his guitar was completely wrecked.
Determined to seek justice, Carroll spent nearly a year trying to get compensation from United. But the airline repeatedly denied his claim, citing that he hadn’t reported the damage within their required 24-hour window. Frustrated and out of options, Dave did what musicians do best — he wrote a song about it. “United Breaks Guitars” hit YouTube in 2009, becoming an instant sensation. Recognizing Carroll's talent and supporting his message, Taylor Guitars owner Bob Taylor immediately gifted him two new guitars. With its catchy beat and tune and clever lyrics, the song quickly climbed to millions of views. By 2024, it had surpassed 23 million views, turning Carroll into a viral celebrity and a rallying point for every frustrated customer wronged by big companies.
The impact was swift: United’s stock value dropped nearly 10%, wiping out an estimated $180 million for shareholders in just a few days. United scrambled to make amends, offering Carroll a settlement and asking him to remove the video from YouTube. But after months of being brushed off, he wasn’t interested. With the song’s viral momentum, Carroll was now the one saying “no.” His story didn’t end there, either; he wrote two more songs about his United experience, each capturing the frustrations of his journey with just the right touch of humor.
As Carroll’s story caught fire, his message grew louder, and it even took him all the way to Capitol Hill. Invited to speak at a Congressional hearing on passenger rights, he listened as an ex-CEO of one of the major U.S. airlines defended issues like long tarmac delays, calling them “statistically insignificant.” To Carroll, it was painfully clear that this executive — and companies like his — didn’t yet grasp the age of social media and the power one voice could have. Later, while giving a talk at Columbia Business School, Carroll said, “Big companies have been about doing it mostly right most of the time — that's been the model.” But in his view, that just didn’t cut it anymore. With the power of social media, every single customer’s experience mattered and had the potential to ruin the company's image. As Carroll put it, “No customer is statistically insignificant.”
After his viral success, Carroll launched the Right Side of Right project, inviting people with both bad and great customer service experiences to share their stories. According to Dave, “It’s not just enough to bring a company down; the best learning tool’s sometimes how to do it right.” His efforts helped redefine customer service expectations. Companies began rethinking their approach to customer complaints. Now often cited in business schools as a case study on corporate missteps, Carroll’s journey underscores the power of social media and the influence of a single customer’s voice, proving that even the so-called “insignificant” customer can wield considerable influence through a simple song and an internet connection.
Which of the following did NOT happen to Dave as a result of the incident?
1) He ended up with more guitars than before.
2) He spoke in front of the USA government.
3) He became an executive of a large company.
4) He had a more successful career than before.
Преобразуйте, если это необходимо, слово THEY так, чтобы оно грамматически соответствовало содержанию текста.
Earthworms
Earthworms may be small and slimy, but they do important work. Earthworms usually stay underground because soil keeps __________________ skin wet.
Преобразуйте, если это необходимо, слово GOOD так, чтобы оно грамматически соответствовало содержанию текста.
They dig tunnels in soil called burrows. These borrows help water and air get down into the soil. Plants grow __________________ in soil that has plenty of water and air in it.
Преобразуйте, если это необходимо, слово LEAF так, чтобы оно грамматически соответствовало содержанию текста.
Earthworms eat the dead parts of plants, like __________________ and roots. They break down this dead plant material and release the nutrients back into the soil.
Преобразуйте, если это необходимо, слово MAKE так, чтобы оно грамматически соответствовало содержанию текста.
Alfred Nobel
Alfred Nobel invented dynamite in the 1860s. He was hoping that it __________________ construction safer and more efficient by making it easier for builders to break through rock. To his horror, however, people started using dynamite for warfare and killing each other. Nobel felt a deep sense of guilt and responsibility.
Преобразуйте, если это необходимо, слово BECOME так, чтобы оно грамматически соответствовало содержанию текста.
When he died in 1896, he left about $9 million to establish the Nobel Prizes. He specified that the prizes should be given to people who have improved human life. Since 1901, the Nobel Prizes __________________ one of the highest honors in the world.
Преобразуйте, если это необходимо, слово AWARD так, чтобы оно грамматически соответствовало содержанию текста.
Nobel Prizes __________________ every year in six fields: Peace, Literature, Physics, Chemistry, Medicine and Economic Sciences.
Образуйте от слова LIKE однокоренное слово так, чтобы оно грамматически и лексически соответствовало содержанию текста.
Plastic
If you look around, you will see lots of things that are made of plastic. __________________ wood or metal, plastic is a material that was invented by people.
Образуйте от слова VARY однокоренное слово так, чтобы оно грамматически и лексически соответствовало содержанию текста.
It is easy to work with because it can be bent and molded into __________________ shapes.
Образуйте от слова CONTAIN однокоренное слово так, чтобы оно грамматически и лексически соответствовало содержанию текста.
Most toys, tools and __________________ today are made of plastic.
Образуйте от слова EASY однокоренное слово так, чтобы оно грамматически и лексически соответствовало содержанию текста.
Plastic doesn't break __________________ like glass does. It is also lightweight and cheap to make.
Образуйте от слова NATURE однокоренное слово так, чтобы оно грамматически и лексически соответствовало содержанию текста.
When __________________ materials like wood or cotton are buried in a landfill, they break apart in a few months or years. Plastic takes hundreds of years to break down.
Office Changes
Julia leaned back in her chair, thinking over the company changes that had been announced that morning. As the office manager, she was responsible for passing 30 ______ new information to her team. At 9:00, her phone rang sharply, 31 ______ her out of her thoughts. It was Alex, one of her oldest colleagues, who had worked with her through 32 ______ and thin.
“It’s strange, Julia,” Alex 33 ______, “I never imagined so many changes happening at once.” Julia agreed, knowing this was a time when many employees were worried about the future. Just yesterday, she had 34 ______ a conversation in the break room, where people were discussing rumors of budget cuts and restructuring.
In the past, employees had viewed the company as a stable workplace, a place where they could see themselves long-term. Now, 35 ______, those feelings were fading. Julia had spoken with a few department heads, who had expressed similar concerns, and some of them had started updating their résumés. The uncertainty had created a sense of unease that was difficult to ignore.
Julia planned a meeting later that day to address her team’s concerns, hoping to reassure them and make them feel more secure. As she prepared her notes, she thought of how much the company had evolved since she joined. While change could be challenging, Julia 36 ______ herself that it also brought new opportunities, which she would emphasize in her meeting.
Вставьте пропущенное слово.
1) ahead
2) about
3) along
4) above
Office Changes
Julia leaned back in her chair, thinking over the company changes that had been announced that morning. As the office manager, she was responsible for passing 30 ______ new information to her team. At 9:00, her phone rang sharply, 31 ______ her out of her thoughts. It was Alex, one of her oldest colleagues, who had worked with her through 32 ______ and thin.
“It’s strange, Julia,” Alex 33 ______, “I never imagined so many changes happening at once.” Julia agreed, knowing this was a time when many employees were worried about the future. Just yesterday, she had 34 ______ a conversation in the break room, where people were discussing rumors of budget cuts and restructuring.
In the past, employees had viewed the company as a stable workplace, a place where they could see themselves long-term. Now, 35 ______, those feelings were fading. Julia had spoken with a few department heads, who had expressed similar concerns, and some of them had started updating their résumés. The uncertainty had created a sense of unease that was difficult to ignore.
Julia planned a meeting later that day to address her team’s concerns, hoping to reassure them and make them feel more secure. As she prepared her notes, she thought of how much the company had evolved since she joined. While change could be challenging, Julia 36 ______ herself that it also brought new opportunities, which she would emphasize in her meeting.
Вставьте пропущенное слово.
1) beating
2) biting
3) hitting
4) snapping
Office Changes
Julia leaned back in her chair, thinking over the company changes that had been announced that morning. As the office manager, she was responsible for passing 30 ______ new information to her team. At 9:00, her phone rang sharply, 31 ______ her out of her thoughts. It was Alex, one of her oldest colleagues, who had worked with her through 32 ______ and thin.
“It’s strange, Julia,” Alex 33 ______, “I never imagined so many changes happening at once.” Julia agreed, knowing this was a time when many employees were worried about the future. Just yesterday, she had 34 ______ a conversation in the break room, where people were discussing rumors of budget cuts and restructuring.
In the past, employees had viewed the company as a stable workplace, a place where they could see themselves long-term. Now, 35 ______, those feelings were fading. Julia had spoken with a few department heads, who had expressed similar concerns, and some of them had started updating their résumés. The uncertainty had created a sense of unease that was difficult to ignore.
Julia planned a meeting later that day to address her team’s concerns, hoping to reassure them and make them feel more secure. As she prepared her notes, she thought of how much the company had evolved since she joined. While change could be challenging, Julia 36 ______ herself that it also brought new opportunities, which she would emphasize in her meeting.
Вставьте пропущенное слово.
1) fat
2) thick
3) fin
4) tin
Office Changes
Julia leaned back in her chair, thinking over the company changes that had been announced that morning. As the office manager, she was responsible for passing 30 ______ new information to her team. At 9:00, her phone rang sharply, 31 ______ her out of her thoughts. It was Alex, one of her oldest colleagues, who had worked with her through 32 ______ and thin.
“It’s strange, Julia,” Alex 33 ______, “I never imagined so many changes happening at once.” Julia agreed, knowing this was a time when many employees were worried about the future. Just yesterday, she had 34 ______ a conversation in the break room, where people were discussing rumors of budget cuts and restructuring.
In the past, employees had viewed the company as a stable workplace, a place where they could see themselves long-term. Now, 35 ______, those feelings were fading. Julia had spoken with a few department heads, who had expressed similar concerns, and some of them had started updating their résumés. The uncertainty had created a sense of unease that was difficult to ignore.
Julia planned a meeting later that day to address her team’s concerns, hoping to reassure them and make them feel more secure. As she prepared her notes, she thought of how much the company had evolved since she joined. While change could be challenging, Julia 36 ______ herself that it also brought new opportunities, which she would emphasize in her meeting.
Вставьте пропущенное слово.
1) said
2) spoke
3) talked
4) told
Office Changes
Julia leaned back in her chair, thinking over the company changes that had been announced that morning. As the office manager, she was responsible for passing 30 ______ new information to her team. At 9:00, her phone rang sharply, 31 ______ her out of her thoughts. It was Alex, one of her oldest colleagues, who had worked with her through 32 ______ and thin.
“It’s strange, Julia,” Alex 33 ______, “I never imagined so many changes happening at once.” Julia agreed, knowing this was a time when many employees were worried about the future. Just yesterday, she had 34 ______ a conversation in the break room, where people were discussing rumors of budget cuts and restructuring.
In the past, employees had viewed the company as a stable workplace, a place where they could see themselves long-term. Now, 35 ______, those feelings were fading. Julia had spoken with a few department heads, who had expressed similar concerns, and some of them had started updating their résumés. The uncertainty had created a sense of unease that was difficult to ignore.
Julia planned a meeting later that day to address her team’s concerns, hoping to reassure them and make them feel more secure. As she prepared her notes, she thought of how much the company had evolved since she joined. While change could be challenging, Julia 36 ______ herself that it also brought new opportunities, which she would emphasize in her meeting.
Вставьте пропущенное слово.
1) misheard
2) unheard
3) overheard
4) underheard
Office Changes
Julia leaned back in her chair, thinking over the company changes that had been announced that morning. As the office manager, she was responsible for passing 30 ______ new information to her team. At 9:00, her phone rang sharply, 31 ______ her out of her thoughts. It was Alex, one of her oldest colleagues, who had worked with her through 32 ______ and thin.
“It’s strange, Julia,” Alex 33 ______, “I never imagined so many changes happening at once.” Julia agreed, knowing this was a time when many employees were worried about the future. Just yesterday, she had 34 ______ a conversation in the break room, where people were discussing rumors of budget cuts and restructuring.
In the past, employees had viewed the company as a stable workplace, a place where they could see themselves long-term. Now, 35 ______, those feelings were fading. Julia had spoken with a few department heads, who had expressed similar concerns, and some of them had started updating their résumés. The uncertainty had created a sense of unease that was difficult to ignore.
Julia planned a meeting later that day to address her team’s concerns, hoping to reassure them and make them feel more secure. As she prepared her notes, she thought of how much the company had evolved since she joined. While change could be challenging, Julia 36 ______ herself that it also brought new opportunities, which she would emphasize in her meeting.
Вставьте пропущенное слово.
1) although
2) however
3) moreover
4) therefore
Office Changes
Julia leaned back in her chair, thinking over the company changes that had been announced that morning. As the office manager, she was responsible for passing 30 ______ new information to her team. At 9:00, her phone rang sharply, 31 ______ her out of her thoughts. It was Alex, one of her oldest colleagues, who had worked with her through 32 ______ and thin.
“It’s strange, Julia,” Alex 33 ______, “I never imagined so many changes happening at once.” Julia agreed, knowing this was a time when many employees were worried about the future. Just yesterday, she had 34 ______ a conversation in the break room, where people were discussing rumors of budget cuts and restructuring.
In the past, employees had viewed the company as a stable workplace, a place where they could see themselves long-term. Now, 35 ______, those feelings were fading. Julia had spoken with a few department heads, who had expressed similar concerns, and some of them had started updating their résumés. The uncertainty had created a sense of unease that was difficult to ignore.
Julia planned a meeting later that day to address her team’s concerns, hoping to reassure them and make them feel more secure. As she prepared her notes, she thought of how much the company had evolved since she joined. While change could be challenging, Julia 36 ______ herself that it also brought new opportunities, which she would emphasize in her meeting.
Вставьте пропущенное слово.
1) memorized
2) recalled
3) remembered
4) reminded
You have received an email message from your English-speaking pen-friend Adam:
| From: Adam@mail.uk |
| To: Russian_friend@ege.ru |
| Subject: Films |
| ...Last week I went to the cinema with my friends. Do you like going to the cinema and why? How often do you go to the cinema and who do you go with? What kinds of films do you like to watch in the cinema? By the way, I have started taking swimming lessons... |
Write a letter to Adam.
In your letter:
— answer his questions;
— ask 3 questions about the swimming lessons.
Write 100–140 words.
Remember the rules of email writing.
38.1. Imagine that you are doing a project on how teenagers in Zetland spend their summer. You have found some data on the subject — the results of a survey (see the table below).
Comment on the data in the table and give your opinion on the subject of the project.
| The survey question: What is your favourite summer activity? | |
| Summer activity | Number of respondents (%) |
| Going to the beach | 35 |
| Swimming in the lake | 24 |
| Fishing | 21 |
| Biking | 11 |
| Hiking | 9 |
Write 200–250 words.
Use the following plan:
— make an opening statement on the subject of the project;
— select and report 2–3 facts;
— make 1–2 comparisons where relevant and give your comments;
— outline a problem that one can face when planning their free time during the summer and suggest a way of solving it;
— conclude by giving and explaining your opinion on the importance of staying active in the summer.
38.2. Imaginе that you arе doing a projеct on the role of modern technology in the lives of the teenagers in Zetland. You havе found somе data on thе subjеct — thе rеsults of a survеy (sее thе piе chart bеlow).
Comment on the data in the pie chart and give your opinion on the subject of the project.
The survey question:
What kind of modern technology do you use the most?
Write 200–250 words.
Use the following plan:
— make an opening statement on the subject of the project;
— select and report 2–3 facts;
— make 1–2 comparisons where relevant and give your comments;
— outline a problem that one can face when using modern technology and suggest a way of solving it;
— conclude by giving and explaining your opinion on the importance of using modern technology.
Imagine that you are preparing a project with your friend. You have found some interesting material for the presentation and you want to read this text to your friend. You have 1.5 minutes to read the text silently, then be ready to read it out aloud. You will not have more than 1.5 minutes to read it.
Scientists called meteorologists look for patterns to predict the weather. They use air temperature to make predictions. When a warm body of air meets a cold body of air, a storm is likely. Meteorologists also use atmospheric pressure to predict the weather. Atmospheric pressure measures how much the tiny molecules in the atmosphere are pressing down on an area of the planet. If the air pressure rises, the weather will probably be calm with clear skies. When the pressure drops, there is a good chance of storms. The condition of the sky can also be used to predict the weather. If clouds get thicker, rain is likely to occur soon. When there is fog in the morning, the weather will usually be fair later in the day. If a rainstorm comes in, pre-storm winds will blow the fog away. Patterns in temperature, pressure and cloud cover help meteorologists predict the weather.
Study the advertisement.
Seaside Hotel: Stay with us and enjoy the best service!
You are considering staying at the Seaside Hotel and now you’d like to get more information. In 1.5 minutes you are to ask four direct questions to find out about the following:
1) average price for one night;
2) location;
3) student discounts;
4) time of payment.
You have 20 seconds to ask each question.
You are going to give an interview. You have to answer five questions.
Give full answers to the questions (2–3 sentences).
Remember that you have 40 seconds to answer each question.
Imagine that you and your friend are doing a school project “To make or to buy — that is the question”. You have found some photos to illustrate it but for technical reasons you cannot send them now. Leave a voice message to your friend explaining your choice of the photos and sharing some ideas about the project. In 2.5 minutes be ready to:
— explain the choice of the illustrations for the project by briefly describing them and noting the differences;
— mention the advantages (1–2) of these two ways of getting new clothes;
— mention the disadvantages (1–2) of these two ways of getting new clothes;
— express your opinion on the subject of the project — which way of getting new clothes you prefer and why.
You will speak for not more than 3 minutes (12–15 sentences). You have to talk continuously.
