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.
【小题1】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 |
| 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 |
| A．be heard in low spirits | B．be decisive |
| C．check your notes | D．get feedback |
| A．Polite. | B．Active. | C．Effective. | D．Correct. |
【小题1】D
【小题2】C
【小题3】A
【小题4】A
解析试题分析：本文讲述的是使用商业电话的不同的目的和意图，以及在电话之前，之中或者之后所要注意的事项。
【小题1】D 主旨大意题。根据文章第二段 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.可知本文讲述的是使用商业电话的不同的目的和意图，以及在电话之前，之中或者之后所要注意的事项。故D正确。
【小题2】C 细节题。根据 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.可知在打电话之前要把一些重要的信息，记好，以免在交流指出现停顿等。故C正确。
【小题3】A 推理题。根据文章倒数第三段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.可知在电话的过程中要注意自己的情绪，你要让对方感觉你很自信等。故A正确。
【小题4】A 推理题。根据本句Be courteous. Finish by thanking the caller for his or her time and trouble.可知通话结束的时候要向地方表示感谢。故该词表示有礼貌的。故A正确。
考点：考察教育类短文阅读
点评：本文讲述的是使用商业电话的不同的目的和意图，以及在电话之前，之中或者之后所要注意的事项。本文考查细节题为主，细节题可以在文章中直接找到与答案有关的信息?或是其变体。搜查信息在阅读中非常重要它包括理解作者在叙述某事时使用的具体事实、数据、图表等细节信息。在一篇短文里大部分篇幅都属于这类围绕主体展开的细节。做这类题一般采用寻读法?即先读题，然后带着问题快速阅读短文，找出与问题有关的词语或句子，再对相关部分进行分析对比，找出答案。
科目：高中英语 来源：2016届河北省高一上学期二调考试英语试卷（解析版） 题型：完型填空
When we read books we seem to enter a new world. This new world can be similar to the one we are living in, or it can be very . Some stories are told they were true. Real people who live in a world do real things; in other words, the stories are about people just like us doing what we do. Other stories, such as the Harry Potter books, are not . They are characters and creatures that are very different from us and do things that would be for us.
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Both realism and fantasy(幻想) the imagination and the “magic” of reading and writing to make us think. When we read realistic, we have to imagine that the people we are reading about are just like us, even though we that we are real and they are . It sounds , but it works. When we read, we fill in missing information and about the causes and effects of what a character does. We help the writer by 52 that what we read is like real life. In a way, we are writing the book, too.
Most of us probably don’t think about what is going on in our when we are reading. We pick up a book and lose in a good story, eager to find out what will happen next. Knowing how we feel we read can help us become better readers, and it will help us discover more about the real magic of books.
1.A. possible B. easy C. new D. different
2.A. that B. what C. whether D. as if
3.A. usual B. normal C. certain D. common
4.A. realistic B. reasonable C. moral D. instructive
5.A. difficult B. impossible C. important D. necessary
6.A. thinkable B. designed C. imagined D. planned
7.A. do B. make C. have D. are
8.A. lessons B. dreams C. experience D. magic
9.A. working B. thinking C. living D. understanding
10.A. knowledge B. skill C. words D. grammar
11.A. make B. get C. use D. have
12.A. a newspaper B. something C. everything D. a story
13.A. find B. learn C. know D. hope
14.A. too B. not C. all D. so
15.A. dangerous B. serious C. strange D. terrible
16.A. talk B. learn C. read D. think
17.A. telling B. pretending C. promising D. guessing
18.A. mind B. life C. world D. society
19.A. heart B. time C. money D. ourselves
20.A. what B. how C. when D. why
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Cast your mind back to the past twenty years and hardly did anyone have their own email account. The Internet had just taken off in 1991 and people were only using office and PCbased email exchanges.
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Fast forward the present day and most of us have at least a personal webbased email account. It seems impossible to live without them. One of the biggest advantages of email is the fact that communication has become so much easier, especially with those across different time zones. Email takes seconds to send a message whereas letters, as we used to communicate by, could take weeks. Of course there was the fax, that beeping invention from the 1980s, but it wasn’t as secure as email and you never knew if the person on the other end had picked up your fax or if it had got lost somewhere in the office.
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A. in 1991 B. in 1996 C. in 1997 D. in 2007
2.The author mentions “fax” in the third paragraph in order to tell us that _______.
A. it is exactly as good as email
B. it is much better than email
C. it is less convenient than email
D. it is easier and faster than email
3.The underlined word “compulsion” in Paragraph 4 probably means “_______”.
A. strong desire B. common sense C. special curiosity D. general idea
4.Which is the main idea of the last paragraph?
A. We should check email boxes frequently.
B. Lazy people like sending an email.
C. Email brings us great convenience.
D. Good inventions also cause problems.
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Shakespeare, more perhaps than any other writer, made full use of the greatest resources of the English Language．Most of us use about five thousand words in our normal employment of English; Shakespeare in his works used about twenty-five thousand! There is probably no better way for a foreigner to appreciate the richness and variety of the English language than by studying the various ways in which Shakespeare uses it．Such a study is well worth the effort, even though some aspects of English usage, and the meaning of many words, have changed since Shakespeare’s day．
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Fortunately this is not likely to happen．Shakespeare’s people have long delighted not just the English but lovers of literature everywhere, and will continue to do so after the scholars and critics and all their works have been forgotten．
1.This passage is about ．
A. the great length of each chapter
B. the great varieties in writing styles
C. the richness of the content in Shakespeare’s works
D. the rich English language used by Shakespeare in his works
2. According to the writer, which of the following remains uncertain about Shakespeare?
A. His date of birth
B. His marriage
C. His life in the Grammar School
D. His date of death
3.It can be inferred from Para 3 that
A. not all the comments on Shakespeare’s works have produced good effects
B. scholars have successfully collected facts about Shakespeare’s life
C. critics are more interested in Shakespeare’s play than his poetry
D. the details of Shakespeare’s life are more important than his literary works
4. What does the last sentence in Para 3 mean ?
A. People don’t think the poetry of Shakespeare good any more．
B. People pay more attention to the comment than the poetry of Shakespeare．
C. People can’t see the poetry of Shakespeare any more．
D. The comment is printed on the poetry of Shakespeare．
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Pay Attention to the Organization of an Article.
Check Your Understanding.
Lightning Speed Exercise
Set Aside Time Each Day.
Check Your Progress through Pacing
Speed up When Necessary.
1.______
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2.______
Nearly all ‘speed reading’ courses have a ‘pacing’ element---some timing device which lets the students know how many words a minutes he is reading. You can do this simply by looking at your watch every 5 or 10 minutes and noting down the page number you have reached.
3.______
Obviously there is little point in increasing your reading speed if you do not understand what you are reading. If you find you have lost the thread of the story, or you can’t remember clearly the details of what was said, re-read the section or chapter.
4.______
Take four or five pages of an interesting book you happen to be reading at the time. Read them as fast as you possibly can. Do not bother about whether you understand or not. After a ‘lightning speed’ of reading, you will usually find that your ‘normal’ speed has increased.
5.______
Most paragraphs in an article have a ‘topic sentence’ which expresses the central ideas. The opening paragraph often suggests the general direction and content of the piece, while paragraphs that follow expand or support the first. The closing paragraph often summarizes the very essence(实质) of what has been said.
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Einstein’s Theory of Relativity is so ________that most of us can not understand it.
A．controversial B．abstract
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