Most of us use the telephone several times a day to talk with friends or make social arrangements(安排). These calls are usually quite easy and require little planning.
Using the telephone for business purpose is different. In any organization the person on the telephone represents the company and gives an impression of the firm to the outside world.
If you want to ensure good public relations, you need to master effective telephone techniques.
You should try to give an impression of an efficient, friendly, progressive company eager to give good service.
Before calling
Choose the right time. Consider the cost, urgency and convenience. When calling overseas, you need to consider the time difference.
Check the number. A great deal of money is wasted each year on dialing wrong numbers.
Plan your call. Make a list of points and questions to be raised.
Be prepared. Gather any files, papers or information that may be needed during the call. It is unprofessional to have to say “Hold on while I look for that.”
If you have to ask a caller to hold on, keep going back and assuring him/her that you will be as quick as possible.
Avoid interruptions. Call at a time when you are unlikely to be distracted(分心).
During the call
Be courteous, polite. Make time for suitable greetings like “How are you today, Jim?” and “Did you enjoy your holiday”?
Put a smile in your voice. Remember, your caller can not see you, so use intonation to good effect and try to sound confident, decisive, helpful, and interested.
Check your notes. Look back at your notes to ensure that you have covered everything and quote figures and other data correctly.
Get feedback. Make sure the caller understands the message correctly, especially deadlines and actions that are involved.
Be courteous. Finish by thanking the caller for his or her time and trouble.
After the call
Make notes. Let it become a habit to make notes of the call and place them in an appropriate file.
Take actions. If you need to send a letter of confirmation or inform someone in your organization about any details of the call, do it immediately so that you do not forget important points.This passage is mainly about _____.
| A．how to become a dependable company |
| B．how to ensure public relations |
| C．some service a company should have |
| D．some telephone techniques for business purpose |
Before calling, you have to _____.
| A．stay at your company only |
| B．learn important data and figures by heart |
| C．get things ready for the communication |
| D．choose the right time and place |
During the call, it is unsuitable to _____.
| A．be heard in low spirits | B．be decisive |
| C．check your notes | D．get feedback |
What does the underlined word “courteous” in the passage mean?
| A．Polite. | B．Active. | C．Effective. | D．Correct. |
A study of more than five million books, both fiction and non-fiction, has found a marked decline in the use of emotional words over time. The researchers form the University of Bristol used Google Ngram Viewer, a facility for finding the frequency of terms in scanned books, to search for more than 600 particular words identified as representing anger, dislike, fear, joy, sadness and surprise.
They found that almost all of the categories (类别) showed a drop in these “mood words” over time. Only in the category of fear was there an increase in usage.
“It is a steady and continuous decrease,” said Dr Alberto Acerbi. He assumed that the result might be explained by a change in the position occupied by literature, in a crowded media landscape. “One thing could be that in parallel to books the 20th century saw the start of other media. Maybe these media—movies, radio, drama—had more emotional content than books.”
Although both joy and sadness followed the general downwards trend, the research, published in the journal PLOS One, found that they also exhibited another interesting behaviour：the ratio (比率) between the two varied greatly, apparently mirroring historical events.
During the Roaring Twenties the joy-to-sadness ratio reached a peak that would not occur again until before the recent financial crash. But the ratio plunged at the height of the Second World War. Nevertheless, the researchers held a reserved opinion about their claim that their result reflected wider social trends. In the paper, they even argue that the reverse could be true.
“It has been suggested, for example, that it was the suppression (压抑) of desire in ordinary Elizabethan English life that increased demand for writing ‘filled with romance and sex’… perhaps,” they conclude, “songs and books may not reflect the real population any more than catwalk models reflect the average body.”
(Note：Answer the questions or complete the statements in NO MORE THAN TEN WORDS.)A study of more than five million books indicated a decline in “mood words” over time except
According to Dr Alberto Acerbi, one reason for the drop of “mood words” in books may be that
What were the two periods when the joy-to-sadness ratio was at its highest?
While the researchers found some changes in the use of “mood words” in books, they werenot sure that
A team of engineers at Harvard University has been inspired by Nature to create the first robotic fly. The mechanical fly has become a platform for a series of new high-tech integrated systems. Designed to do what a fly does naturally, the tiny machine is the size of a fat housefly. Its mini wings allow it to stay in the air and perform controlled flight tasks.
“It’s extremely important for us to think about this as a whole system and not just the sum of a bunch of individual components (元件),” said Robert Wood, the Harvard engineering professor who has been working on the robotic fly project for over a decade. A few years ago, his team got the go-ahead to start piecing together the components. “The added difficulty with a project like this is that actually none of those components are off the shelf and so we have to develop them all on our own,” he said.
They engineered a series of systems to start and drive the robotic fly. “The seemingly simple system which just moves the wings has a number of interdependencies on the individual components, each of which individually has to perform well, but then has to be matched well to everything it’s connected to,” said Wood. The flight device was built into a set of power, computation, sensing and control systems. Wood says the success of the project proves that the flying robot with these tiny components can be built and manufactured.
While this first robotic flyer is linked to a small, off-board power source, the goal is eventually to equip it with a built-in power source, so that it might someday perform data-gathering work at rescue sites, in farmers’ fields or on the battlefield. “Basically it should be able to take off, land and fly around,” he said.
Wood says the design offers a new way to study flight mechanics and control at insect-scale. Yet, the power, sensing and computation technologies on board could have much broader applications. “You can start thinking about using them to answer open scientific questions, you know, to study biology in ways that would be difficult with the animals, but using these robots instead,” he said. “So there are a lot of technologies and open interesting scientific questions that are really what drives us on a day to day basis.”
(392 words)The difficulty the team of engineers met with while making the robotic fly was that __________.
| A．they had no model in their mind |
| B．they did not have sufficient time |
| C．they had no ready-made components |
| D．they could not assemble the components |
It can be inferred from paragraphs 3 and 4 that the robotic fly __________.
| A．consists of a flight device and a control system |
| B．can just fly in limited areas at the present time |
| C．can collect information from many sources |
| D．has been put into wide application |
Which of the following can be learned from the passage?
| A．The robotic flyer is designed to learn about insects. |
| B．Animals are not allowed in biological experiments. |
| C．There used to be few ways to study how insects fly. |
| D．Wood’s design can replace animals in some experiments. |
Which of the following might be the best title of the passage?
| A．Father of Robotic Fly |
| B．Inspiration from Engineering Science |
| C．Robotic Fly Imitates Real Life Insect |
| D．Harvard Breaks Through in Insect Study |
(268 words)According to Warranty Limitations, a product can be under warranty if __________.
A. shipped from a Canadian factory B. rented for home use
C. repaired by the user himself D. used in the U.S.A.According to Owner’s Responsibilities, an owner has to pay for __________.
| A．the loss of the sales receipt | B．a servicer’s overtime work |
| C．the product installation | D．a mechanic’s transportation |
Which of the following is true according to the warranty?
| A．Consequential damages are excluded across America. |
| B．A product damaged in a natural disaster is covered by the warranty. |
| C．A faulty cabinet due to rust can be replaced free in the second year. |
| D．Free repair is available for a product used improperly in the first year. |
For some people, music is no fun at all. About four percent of the population is what scientists call “amusic.” People who are amusic are born without the ability to recognize or reproduce musical notes (音调). Amusic people often cannot tell the difference between two songs. Amusics can only hear the difference between two notes if they are very far apart on the musical scale.
As a result, songs sound like noise to an amusic. Many amusics compare the sound of music to pieces of metal hitting each other. Life can be hard for amusics. Their inability to enjoy music set them apart from others. It can be difficult for other people to identify with their condition. In fact, most people cannot begin to grasp what it feels like to be amusic. Just going to a restaurant or a shopping mall can be uncomfortable or even painful. That is why many amusics intentionally stay away from places where there is music. However, this can result in withdrawal and social isolation. “I used to hate parties,” says Margaret, a seventy-year-old woman who only recently discovered that she was amusic. By studying people like Margaret, scientists are finally learning how to identify this unusual condition.
Scientists say that the brains of amusics are different from the brains of people who can appreciate music. The difference is complex, and it doesn’t involve defective hearing. Amusics can understand other nonmusical sounds well. They also have no problems understanding ordinary speech. Scientists compare amusics to people who just can’t see certain colors.
Many amusics are happy when their condition is finally diagnosed (诊断). For years, Margaret felt embarrassed about her problem with music. Now she knows that she is not alone. There is a name for her condition. That makes it easier for her to explain. “When people invite me to a concert, I just say, ‘No thanks, I’m amusic,’” says Margaret. “I just wish I had learned to say that when I was seventeen and not seventy.” (335 words)Which of the following is true of amusics?
| A．Listening to music is far from enjoyable for them. |
| B．They love places where they are likely to hear music. |
| C．They can easily tell two different songs apart. |
| D．Their situation is well understood by musicians. |
According to paragraph 3, a person with “defective hearing” is probably one who __________.
| A．dislikes listening to speeches |
| B．can hear anything nonmusical |
| C．has a hearing problem |
| D．lacks a complex hearing system |
In the last paragraph, Margaret expressed her wish that __________.
| A．her problem with music had been diagnosed earlier |
| B．she were seventeen years old rather than seventy |
| C．her problem could be easily explained |
| D．she were able to meet other amusics |
What is the passage mainly concerned with?
| A．Amusics’ strange behaviours. |
| B．Some people’s inability to enjoy music. |
| C．Musical talent and brain structure. |
| D．Identification and treatment of amusics. |
"Indeed"George Washington wrote in his diary in 1785, "some kind of fly,or bug,had begun to eat the leaves before I left home." But the father of America was not the father of bug.When Washington wrote that, Englishmen had been referring to insects as bugs for more than a century, and Americans had already created lightning-bug(萤火虫). But the Enlish were soon to stop using the bugs in their language, leaving it to be the Americans to call a bug a bug in the nineteenth and twentieth centuries.
The American bug could also be a person, referring to someone who was crazy about a particular activity.Although fan became the usual term, sports fans used to be called racing bugs, baseball bugs and the like.
Or the bug could be a small machine or object, for example, a bug-shaped car. The bug could also be a burlar alarm, from which comes the expression to bug, that is, "to install(安装) an alarm". Now it means a small piece of equipment that people use for listening secretly to others' conversations.Since the 1840s,to bug has long meant "to cheat",and since the 1994s it has been annoying.
We also know the bug as a flaw n a computer program or other design.That meaning dates back to the time of Tomas Edison.In 1878 he explained bugs as "little problems and difficulties" that required months of stdy and labor to overcome in developing a successful product. In 1889 it was recorded that Edison "had been up the two previous nights discovering′a bug′ in his invented record player."
| 1． |
We learn from Paragraph 1 that.
|
| 2． |
What does the word "flaw" in the last paragraph mean？
|
| 3． |
The passage is mainly concerned with.
|
粤公网安备 44130202000953号