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    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: Before calling, you have to _____.
    A．stay at your company onlyB．learn important data and figures by heart
    C．get things ready for the communicationD．choose the right time and place
    小题2: During the call, it is unsuitable to _____.
    A．be decisiveB．be heard in low spiritsC．check your notesD．get feedback
    小题3: What does the underlined word “courteous” in the passage mean?
    A．Polite.B．Active.C．Effective.D．Correct.

    小题1:.C
    小题1:.B
    小题1:.A
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    小题2: 
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    B．the first Chinese went to America because they wanted to work as farmhands or as fishermen
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    科目：高中英语 来源：不详 题型：阅读理解

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    A．classic styleB．ConceptualismC．Pop artD．Baroque style
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    A．Pop Art, Minimalism and Conceptualism are styles that developed in the Postmodern era.
    B．Some of the world’s earliest art was created in caves.
    C．History, culture and one’s concept of beauty affect what a person believes to be art.
    D．Art historians refer to today’s artistic period as the Modern era.
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    A．7B．8 C．10D．12
    小题4:If the passage continues, the following paragraph will be probably about_________.
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    科目：高中英语 来源：不详 题型：阅读理解

    Why are so many people so afraid of failure? Quite simple because no one tells us how to fail so that failure becomes an experience that will lead to growth. We forget that failure is part of the human condition and that every person has the right to fail.
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    B．the reason why we don’t know how to fail
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    C．Failure is far from a good teacher like success.
    D．Definitive failure gives us nothing but fresh thinking.
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    A．failure is the recovery of energy
    B．failure makes one free to do something dangerous
    C．failure should be forgotten in our life
    D．failure is likely to do us good in life

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