Be _____we can' t expect an absolute freedom of expression.

A. confident            B. creative           C. grateful       D. reasonable

Many of us learn valuable lessons from our patients. I was  36  to learn one early in my career as a nurse. I have  37  her name, but she has influenced the way I treat many other patients.
I was working the 3-11 pm shift at a small hospital at that time. The patient was a 42-year-old woman who had  38  a heart attack. She was expected to stay in  39  for about two weeks before being sent home. She was  40  that she could not see her three young children. We did not  41  children into a hospital in those days.
Every evening, we would  42  our children. I had one daughter and I loved her so much that I could not  43  not seeing her every day. The patient was getting  44  and we both knew it wouldn’t be long before she would be home  45  her little ones again.
About a week later, she  46  me to sit with her for a while. I held her hand and she told me she was  47  and thought she might not see her kids again. I tried to let her know that her  48  so far had been great. It was 10:30 pm, almost time for the  49  of my work. I told her I had to hand in my 50  and that I would come back to her room.
Then I  51  with my friends. It wasn’t until I had got home that I realized I had forgotten to keep my promise. “That’s OK,” I thought, “I will spend  52  time with her tomorrow.”
The next day I was told that she had  53  at midnight. She wanted company and I let her down. She left the world quietly. If I had stayed in her room, would she be home surrounded by her  54  right now? I would never know. What I do know is this: I have  55  every patient’s request since that night.

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 _____.

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 _____.

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.

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

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.During the call, it is unsuitable to _____.

A．be heard in low spirits                    B．be decisive

C．check your notes                       D．get feedback

4.What does the underlined word “courteous” in the passage mean?

A．Polite.            B．Active.            C．Effective.          D．Correct.