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.

 

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

【小题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

【小题3】During the call, it is unsuitable to _____.

A．be heard in low spirits	B．be decisive
C．check your notes	D．get feedback

【小题4】What does the underlined word “courteous” in the passage mean?

A．Polite.

B．Active.

C．Effective.

D．Correct.

阅读理解

　　“Let's go down one more, push your enterkey… ” says a volunteer helping senior citizens work a web session on the Internet.

　　David Lansdale has found a way to light up the lives of the elderly. He gets them wired to the Internet, “If you hit your enter key, it will bring up this particular e－mail…”

　　Pauline Allen is one of those who have started using the Internet, “I thought I was through with life, I was ready for a rocking chair, because I was 86 years old. And I haven't found the rocking chair yet.” “You found the keyboard?” asks the reporter. “That's right, I found the keyboard.”

　　The average age of Lansdale's students is around 68. All are in nursing or assisted care homes. He used family relationships to introduce them to the World Wide Web.

　　David Lansdale says, “Herethey are in California, the family was back in New York, the opportunity to connect, to cross the time and space, was incredibly precious (valuable)opportunity to them.”

　　“I hear you are so beautiful.” Lillian Sher writes an e－mail to a newborn great granddaughter. Working with one another, the senior learn as a group. They learn to master the Internet and to overcome what Lansdale calls the maladies of the institutionalized：loneliness, helplessness, boredom, and loss of memory.

　　Mary Harvey says, “Bingo just doesn't interest me. But this does, believe me, this does.” Ninety－four－year－old Ruth Hyman is a star pupil and instructor. She says, “When I send a letter to my grandchildren, and great grandchildren, they hang it up in their offices, just like I used to hang their drawings on my refrigerator. Ha, ha.”

　　David Lansdale says, “There's a collective benefit. There is an element(因素)of treatment. Remember we started as a support group.”

　　Dixon Moorehouse says, “I just wish I was 15 years old and getting to learn all this.” The senior call their weekly meetings Monday Night Live. And many say the meetings have given them new life.

　　Ruth Hyman says, “Three years ago, they told me I wasn't going to live. But I showed them, and got work, and I've worked ever since.”

1．The purpose of David Lansdale's work is to ________.

[　　]

A．keep the minds of the senior healthy

B．popularize the use of computers among the old

C．organize the senior as a group to work

D．help the senior connect with their families

2．The words “the maladies of the institutionalized” used in the text refer to ________.

[　　]

A．the difficulties in learning

B．the problems caused by getting old

C．some kinds of treatments

D．the worries about the Internet

3．How many examples does the writer give to prove that the senior enjoy the Internet?

[　　]

4．It can be inferred that Ruth Hyman's younger generations hang her mails up ________.

[　　]

A．in order to lose the letters

B．in order not to forget something important

C．to make the offices more beautiful

D．to show pride in their grandmother's work

5．What's the best title for the passage?

[　　]

A．How to keep healthy

B．The problems of the old

C．Senior citizens on the Internet

D．A school for the senior people