Choose TWO letters, A-E.What TWO things do Francis and Carol agree to say about

(Carol=C Francis=F)
C: So, Francis, what did you think of the article on group work?
F: Oh hi, Carol... yeah it was pretty good... with helpful pieces of advice on how to make group work effective. I think we were lucky to be given such a straightforward text to present at the management skills seminar.
C: Yeah... actually shall we discuss it now... have you got time?
F: Sure...  it’s only a ten-minute presentation, so we just need to explain and then give our views on the main points raised in the article.
C: I’ll jot down some notes... Right.
F: So, there are three main sections. I suggest we start with listening.
C: Yeah... effective listening in groups... because it’s not something that’s frequently covered on courses in our field...
F: No... and we should say that in the presentation.
C: Yeah...  And also effective listening’s pretty, simple, you know, I don’t think it’s hard to learn. Well... people think it’s easy, but in my experience, most of us tend to be very lazy listeners. OK— I wouldn’t argue with that.
F: Something I do think we should emphasise is the power of the listener’s posture, gestures, etc. in making speakers feel respected.
C: ... not that you’re just waiting for them to finish, before jumping in with your own ideas...
F: Ah ha.
C: Right... the next section is on goal setting — let’s make sure we’re clear what the article says on this.
F: Yeah — well, firstly it says that all group members must be given time to explain their own goals.
C: ... that’s it, yeah.
F: ... and then did it say that the whole group should agree on common goals?
C: That’s a bit too strong.  It’s more that everyone’s agendas should be equally acceptable...  but it does say that goals have to be realistic, you know... achievable within a particular time?
F: You’ve got it. That’s really what the article’s saying. There isn’t really any point in having ’ideals’ if group members know they won’t come to anything within a reasonable period...
C: So... I think a summary covering those points will be enough for that part of the presentation, don’t you?
F: Yep... Now the last section is about conflict resolution.
C: Actually, I thought it was the worst part of the article.
F: Me too.
C: I don’t think it went into sufficient detail on the issue.
F: Actually I thought it devoted too much space to it but that it was all rather boring, you know.
C: It didn’t mention some of the more radical theories... absolutely. I found that really irritating.
F: Right... and also I thinkit could have said more about conflict sometimes being healthy in groups...
C: Absolutely... it just mentioned rather glibly about how we should avoid thinking of winners and losers and that quick resolution of conflict is always desirable.