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.

假定英语课上老师要求同桌之间交换修改作文，请你修改你同桌写的以下作文。文中共有10处语言错误，每句中最多两处。错误涉及一个单词的增加、删除或修改。

增加：在此处加一个漏字符号（∧），并在其下面写出该加的词。

删除：把多余的词用斜线（﹨）划掉。

修改：在错的词下划一个横线，并在其下面写出修改后的词。

注意：1. 每处错误及其修改均仅限一词；

2. 只允许修改10处，多者（从十一处起）不计分。

We receive your application last week. We regret to inform you that our company has hired a boy calling Tonny the job of the manager assistant. Having studied your certificate careful，we decided that we should need someone with more office experiences for this particular position. You have impressed them with your desire to learn and your ability to work hard, but we do hope that you will apply for a position in our company sometime in the future. We would like to thank you on your being interested in our company. Please to contact us if there is any further questions.

Students must apply for a place before attending any class. Applications(申请) whether by post or in person, are dealt with strictly in the order they are received at the Adult Education Office. You can apply:
By post----use the card supplied with the exact fee. You will be accepted on the course unless it is full, in which case we will inform you. An acknowledgement (承认) will not be made nor a receipt (收条) sent unless you supply a stamped addressed envelope. Receipts will normally be given out at the first class.
In person----call at the Adult Education Office (ground floor, C block) between approximately 9:00a.m.and 3:30p.m. (2:30p.m. on Fridays) , or at the College Reception Desk (at the main entrance) at the other time (in the evenings until about 7:30p.m.----not Fridays)
Students should note that popular classes may be full well before the course is to start, so that early application is strongly advised to avoid disappointment.
For the Autumn Tem, applications will be accepted by post (better) or in person from August 1.
For the Spring Term, applications will be accepted from December 1.
For the Summer Term, applications will be accepted from April 1.
【小题1】 Students who apply to the college by post will______.

Greece is one of the most beautiful countries of the world. Millions of tourists visit this place every year. In Greece the bus is the most convenient and preferred means of travelling. There are intercity(城市间的) buses operated by KTEL that interconnect(相互连接) various cities of Greece, and there are international buses operated by OSE that connect Greece to other European cities.
Every tourist must visit Greece at least once in life. This country is really a vacation heaven. It is the perfect blend of history and art with adventure and romance. You can dive into deep blue waters, climb up the mountains or enjoy ancient architecture and history.
Buses in Greece are cheap and very comfortable. All bus stations display schedules of buses on every route. Conductors and drivers are very polite and helpful. Travelers never face any trouble locating and boarding buses to their destinations. Tourists can always ask the conductor to inform them about their stop, so that they can get down at the right stop. Everyone here is more than happy to help tourists.
Athens, the capital of Greece, has three bus terminals. Buses to different part of Greece leave from different terminals.
Air-conditioned express buses(空调快车) also operated between major cities. They are faster and more comfortable than other buses. Tourists can choose guided Greece bus tour. These tours are the perfect way of exploring this great country.
Buses in Greece are also a great way of saving bucks on the journey. The long-distance bus system is very cheap. Buses save a lot of money to cover long distances, cheaper than taxis or cars. They are also the best means of interacting with local people. You can sit next to a native Greece and get some information about the place.
【小题1】The company KTEL offers bus services__________.
A.to different cities in Greece
B.B.from Greece to other countries
C.to tourist attractions in Greece
D.from Greece to its bordering(相邻的) countries
【小题2】It can be inferred from Paragraph 3 that the Greece are_________.

The manager and staff are happy to welcome you and will do all they can to make your stay an enjoyable one.

MEAL TIMES

Our overnight charge includes a continental-type breakfast.

Breakfast: 7:30—9:30 a. m.

Lunch: 12:00—2:00 p. m.

Afternoon tea: 4:00—5:30 p. m.

Dinner: 7:00—9:15 p. m.

Meals can be served in rooms at a small extra charge. We regret that meals can not be served outside these times.

Light refreshments(茶点) including tea, coffee, biscuits and sandwiches can be served in rooms between 10:00 a.m. and 11:00 p.m. except during the meal times listed above. Cold drinks are available in the room refrigerator.

ROOM CLEANING

Please hang the sign on your door handle if you do not wish to be disturbed. It will be easier for the maids if you can leave the room temporarily(暂时地) at any time between 9:00 a.m. and 4:00 p.m.

VALUABLES

We are not responsible for the loss of money, jewels, or other valuables unless they are kept in the safe and signed for by the manager.

DEPARTURES

Please inform receptionists(接待员) of your intended leaving before 9:30 a. m. of the day concerned and leave the room by noon to allow for its preparation for incoming guests. If necessary, luggage can be left in the charge of the hall porter(搬运工人)。

A SPECIAL REQUEST

We would respectfully suggest that in consideration of the comfort of other guests, the volume of radios and televisions should be turned down after 11:00 p. m. .

1.Meals can be served        .

A．in rooms at 9:00 p.m.            B．in the dining room from 7:30 a. m. to 9:15 p. m.

C．in the dining room at 6:00 p. m. D．outside the room at 3:00 p. m.

2.If you intend to leave the room tomorrow, you may leave at any of the following hours EXCEPT       .

A．10:00 a. m.      B．12:00 a. m.      C．3:00 p. m.           D．11:00 a. m.

3.Which of the following statements is NOT true?

A．Cold drinks can be found in the room refrigerator.

B．Guests are requested to turn down their radios and televisions after 11:00 p. m.

C．The sign that can be hung on the door handle shows that the room needs to be cleaned.

D．Your luggage can be kept by the hall porter.

4.Where is this notice most likely to be found?

A．In hotels.   B．In the newspapers.   C．At restaurants.  D．In shops.