Most of us use the telephone several times a day to talk with friends or make social arrangements. 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.
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’t 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.
Obtain feedback. Make sure that caller understands the message correctly, especially where 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 some immediately so that you do not forget important points.
1. What’s the main idea of this passage?
A. Using a telephone for business has strict rules.
B. While making a business phone call, you should be efficient first.
C. It’s necessary to learn how to use your phone for work.
D. The phone is playing a very important role in our daily life, especially in business.
2. 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
3. What’s the meaning of the word “feedback”?
A. information B. present C. greeting D. reply
Many children use the Internet to get useful knowledge and information, and to relax in their free time. But some of them are not using it in a good way. Here are some rules to make sure you are safe and have fun on the Internet.
※Make rules for Internet use with your parents. For example, when you can go online, for how long and what activities you can do online.
※Don’t give your password（密码）to anyone else, and never give out the following information: your real name, home address, age, school, phone number or other personal information.
※Check with your parents before giving out a credit（信用）card number.
※Never send a photo of yourself to someone in email unless your parents say it’s OK.
※Check with your parents before going into a chat（聊天）room. Different chat rooms have different rules and attract different kinds of people. You and your parents will want to make sure it’s a right place for you.
※Never agree to meet someone you met on the Internet without your parent’s permission（允许）. Never meet anyone you met online alone.
※Always remember that people online may not be who they say they are. Treat everyone online as if they were strangers.
※If something you see or read online makes you uncomfortable, leave the site. Tell a parent or teacher right away.
※Treat other people as you’d like to be treated. Never use bad language.
※Remember - not everything you read on the Internet is true.The writer tells children to _________.
| A．send their own photos to him |
| B．make rules for Internet use with parents |
| C．believe everything they read on the Internet |
| D．give out their personal information |
It’s good for children to ______ on the Internet.
| A．give password to others |
| B．get useful knowledge and information |
| C．give out a credit card number |
| D．go into a chat room as they’d like to |
What shouldn’t be done when you are on line? _________
| A．Using bad language |
| B．Sending messages and emails |
| C．Leaving the site if you feel uncomfortable |
| D．Treating everyone online as strangers |
If your parents don’t agree, never ________.
| A．read anything on the Internet |
| B．relax in your free time |
| C．have a face-to-face meeting with anyone you met online |
| D．treat other people as you’d like to be treated |
The passage is mainly about _________ .
| A．How to use computers | B．Surfing on the Internet |
| C．Information on the Internet | D．Internet safety rules |
Do you like chocolate? Maybe most people do. A box of it can be a great gift. Buy one for a friend and give it as a surprise. See how happy that person gets.
Say you just got a box of chocolate. Which piece do you pick first? A man has studied people’s choices. He says they tell something about the person. Did you choose a round piece? You are a person who likes to party. Did you choose an oval (椭圆形的) shape? You are a person who likes to make things. Picking a square shape shows something else. The person is honest and truthful. You can depend on him or her.
What kind of chocolate do you pick? Maybe you like milk chocolate. This shows you have warm feelings about the past. Dark chocolate means something else. A person who chooses it looks toward the future. What about white chocolate? Would you choose it? If so, you may find it hard to make up your mind. Some people like chocolate with nuts (果仁). These are people who like to help others.
Do you believe these ideas? Can candy tell all these things? It doesn’t really matter. There is one sure thing about eaters of chocolate. They eat it because they like it.This passage mainly tells us ______.
| A．why people like chocolate |
| B．almost everyone likes chocolate |
| C．about different kinds of chocolate |
| D．different choices may show different characters |
Picking a round shape of chocolate shows that a person ______.
| A．likes singing, dancing and drinking |
| B．likes to do something for others |
| C．is good at making things |
| D．can be depended on |
If you enjoy eating milk chocolate you may ______.
| A．look forward to the future |
| B．like to think of the past |
| C．enjoy parties and fun |
| D．have trouble making decisions |
From this passage we can say that a helpful man may choose chocolate ______.
| A．in oval shape | B．in square shape |
| C．with nuts | D．with coffee |
The last paragraph suggests that the writer ______.
| A．believes all the information about chocolate |
| B．does not believe the information about candy |
| C．is trying to get you to believe false information |
| D．doesn’t think it important whether you believe the ideas |
Everyone worries. But how do you deal with your worries? Whether your worries are big or small, you can take these three steps to deal with your worries:
1. Try to find out what you're worried about
Sometimes, you will know what you're worried about. Other times ,you might not. Try to find it out first; if you can't, you can ask for help.
2. Think of ways to make it better
There is always something you can do to help you feel less worried. Sitting there worrying is no fun and it won't solve your problem.111
Grades at school are often top worries for kids. If you're worried about grades, ask yourself these questions:
★ Why are grades important? What do grades mean to me?
★ How do I get ready for class? Do I go over my notes even when there isn't a test?
★Do I have a good place to do my homework?
★ Have I tried different ways of studying?
If your worry is about a fight you had with a friend, you might write down all the things you could do: write a note to him or her, invite him or her to a basketball game, say sorry to him or her, etc. Once you have a list of things you could do, you can choose the one that gets your friend back.
3. Ask for help
When you're worried, it can help to find someone to talk to. You can ask your parents, friends, or teachers for help. How many steps of dealing with your worries are mentioned in the passage?
| A．Two. | B．Three. | C．Four. | D．Seven. |
When you don't know what you're worried about,_________
| A．you don't need to think of ways |
| B．you can't ask for help |
| C．you should try to find it out. |
| D．you can sit there worrying |
If you're worried about grades, you can ask yourself these questions except “_____”
| A．Why don't my friends like me? |
| B．What do grades mean to me? |
| C．How do I get ready for class? |
| D．Why are grades important? |
According to the passage, what will you do if you have a fight with your friend?
| A．Make a new friend. |
| B．Don't talk to him or her any more. |
| C．Have another fight with him or her. |
| D．Invite him or her to a basketball game. |
The passage mainly tells us __________.
| A．who is often worried |
| B．when people are worried |
| C．how to deal with our worries |
| D．what kind of worries people have |
Mark was walking home from school one day when he noticed a boy ahead of him. He had tripped (绊倒) and dropped all of the books he was carrying, along with some clothes, a baseball bat and a glove.
Mark knelt (跪) down and helped the boy pick up the things. Since they were going the same way, he offered to carry some things for the boy.
As they walked, Mark discovered the boy’s name was Bill. He loved video games, baseball and history, but he was having trouble with some of his subjects.
They arrived at Bill’s home first. Mark was invited in for a Coke and to watch some television. The afternoon passed pleasantly with some laughs and talk. Then Mark went home.
They continued to see each other around school, had lunch together once or twice, then both graduated from junior school.
Three days before graduation, Bill asked Mark if they could talk.
Bill reminded (提醒) Mark of the day years ago when they had first met. “Did you ever wonder why I was carrying so many things home that day?” asked Bill.
“You see, I took away all my things from school. I had stored away some of my mother’s sleeping pills (安眠药). I was going home to kill myself. But after we spent some time talking and laughing, I realized that if I had died, I would have missed so many good times. So you see, Mark, when you picked up those books that day, you did a lot more._____________________”When Bill fell down on his way home, Mark ________.
| A．didn’t notice that |
| B．went away quickly |
| C．carried all the things for him |
| D．helped him pick up the things |
Which of the following is NOT true?
| A．Mark was a warm-hearted boy. |
| B．Bill and Mark were in the same school. |
| C．Bill was good at all of his subjects. |
| D．Bill loved video games, baseball and history. |
At Bill’s home, they didn’t ________.
| A．drink some Coke | B．play video games |
| C．have a pleasant talk | D．watch TV |
Three days before graduation, Bill asked Mark to talk because he ________.
| A．hoped to go on holiday together |
| B．wanted to kill himself again |
| C．hoped to have lunch together |
| D．wanted to tell him his story |
What would Bill probably say at last?
| A．You saved my life. | B．I should die. |
| C．You did a good job. | D．You helped me a lot. |
It’s cool, and it’s hot, and everyone is doing it. People talk about it often, and friends tell other friends how good they look. Sound like a fashion? It’s actually another trend(倾向): “blog”. What’s a blog? A blog is a personal online diary. The word “blogger” means a person who writes diaries online.
Many bloggers are teens who’ve been logging(进入) onto sites to discuss anything in their lives. Many of today’s teenagers are not afraid to openly discuss everything in their lives. Teens complain(抱怨) about parents and homework. They share diaries, post songs from the latest bands and show pictures of theirs. They write their own poems, say something about their girlfriends or boyfriends and complain to each other or offer support. But mostly they just write down what they do every day.
However, many parents are afraid of these young bloggers. Parents see the kids talking about how they got drunk last weekend and how they don’t like studying. They are using language that is surprising to their parents. Besides hearing from their friends, teen bloggers also get message from strangers. Most of the time, it’s older men asking to meet teenage girls. “These strange men are dangerous for my kids. They sometimes teach my kids bad words, “ said Cara Cabral, a mother of two.
Many teens and young adults know it’s not safe to use blogs on the Internet. They know they are putting information about themselves in a place they can be seen by anyone. But teens are unlikely to give up these new communication tools that have becomes a way of life for many of them.
Are you a bloggers? What do you think of the blog? What does the underlined word “it” mean in the first paragraph?
| A．the blog | B．talking online |
| C．the Internet | D．the website |
A blogger is a person ___________.
| A．who teaches kids bad words |
| B．who posts songs from the latest bands |
| C．who got drunk last weekend |
| D．who writes diaries online |
According to this passage, teen bloggers mostly __________.
| A．complain about parents and homework |
| B．write down what they do every day |
| C．offer support to each other |
| D．share diaries and show pictures of theirs |
Parents think it’s dangerous for their kids to use blogs because ________.
| A．their kids use a surprising language |
| B．their kids talk about how they don’t like studying |
| C．teen bloggers got messages from strangers |
| D．their kids talk about their girlfriends or boyfriends |
Which of the following is NOT true according to the passage?
| A．Many teens know it’s not safe to use the blog on the Internet. |
| B．Most of today’s teenagers aren’t afraid to openly discuss everything in their lives. |
| C．A blogger’s information about himself can be seen by anyone on the Internet. |
| D．It’s easy for teenagers to give up blogging. |