The phone is ringing at the other end of the line and it clicks as it is being answered．A voice says quickly, “Hello, will you hold, please?” Then there is another click, followed by silence．It seems like hours before someone comes back on the line ---- that is, if you don't hang up first．
Office calls are, perhaps, the most difficult and the most important part of a secretary's work．The first impression that a man receives about a business is often through a telephone contact．A caller who is left hanging on “hold” will get the feeling that he or she has been forgotten or ignored．If a call is answered rudely, the caller may become angry．And if the call is not routed directly to the right person, the caller may feel that he or she is getting the “run-around”.
Laura Needham is a secretary in the executive offices of a large manufacturing company．As a good office secretary, Laura knows that all phone calls must be answered without delay and handled efficiently. She knows that a secretary must be pleasant and helpful, no matter how busy she is or what kind of feeding she may be in．She knows she must keep calm if a caller gets impatient or becomes angry; also, of course, she knows she can never allow herself to lose her temper (脾气)．If she does not have the information the caller asks for, she must know who does have the information．Finally, she knows that one of her most important responsibilities(责任)is to “screen telephone calls” and to know which calls to refer to her boss, which calls to refer to other people, and which calls to handle herself．
A well-handled telephone call will give the caller a good impression of the company he or she is dealing with．For this reason, an office secretary who can handle telephone calls cheerfully, tactfully (老练的), and efficiently is a valuable asset  to any organization
63. Good secretaries find it       to handle office calls well.
A. very. boring           B. very important
C. quite necessary         D. extremely difficult
64. The underlined word "nmaround" here means       .
A. a flat refusal              B. a not-so-warm welcome
C . an unpleasant refusal                    D. an unhelpful response
65. In Laura's opinion a secretary can never be a good one until     .
A. she often asks her boss how to answer a telephone call
B. she knows how to please all the people
C. she has the information that others need
D. she can keep calm and never loses her temper
66. This passage is mainly about     .
A. well-handled telephone calls                                    ,~
B. an efficient office secretary called Laura Needham
C. the importance of how office calls are dealt with
D. a secretary being a valuable asset to her company

The phone is ringing at the other end of the line and it clicks as it is being answered．A voice says quickly, “Hello, will you hold, please?” Then there is another click, followed by silence．It seems like hours before someone comes back on the line ---- that is, if you don't hang up first．
Office calls are, perhaps, the most difficult and the most important part of a secretary's work．The first impression that a man receives about a business is often through a telephone contact．A caller who is left hanging on “hold” will get the feeling that he or she has been forgotten or ignored．If a call is answered rudely, the caller may become angry．And if the call is not routed directly to the right person, the caller may feel that he or she is getting the “run-around”.
Laura Needham is a secretary in the executive offices of a large manufacturing company．As a good office secretary, Laura knows that all phone calls must be answered without delay and handled efficiently. She knows that a secretary must be pleasant and helpful, no matter how busy she is or what kind of feeding she may be in．She knows she must keep calm if a caller gets impatient or becomes angry; also, of course, she knows she can never allow herself to lose her temper (脾气)．If she does not have the information the caller asks for, she must know who does have the information．Finally, she knows that one of her most important responsibilities(责任)is to “screen telephone calls” and to know which calls to refer to her boss, which calls to refer to other people, and which calls to handle herself．
A well-handled telephone call will give the caller a good impression of the company he or she is dealing with．For this reason, an office secretary who can handle telephone calls cheerfully, tactfully (老练的), and efficiently is a valuable asset  to any organization
63. Good secretaries find it       to handle office calls well.
A. very. boring           B. very important
C. quite necessary         D. extremely difficult
64. The underlined word "nmaround" here means       .
A. a flat refusal              B. a not-so-warm welcome
C . an unpleasant refusal                    D. an unhelpful response
65. In Laura's opinion a secretary can never be a good one until     .
A. she often asks her boss how to answer a telephone call
B. she knows how to please all the people
C. she has the information that others need
D. she can keep calm and never loses her temper
66. This passage is mainly about     .
A. well-handled telephone calls                               
B. an efficient office secretary called Laura Needham
C. the importance of how office calls are dealt with
D. a secretary being a valuable asset to her company

The phone is ringing at the other end of the line and it clicks as it is being answered．A voice says quickly, “Hello, will you hold, please?” Then there is another click, followed by silence．It seems like hours before someone comes back on the line ---- that is, if you don't hang up first．

Office calls are, perhaps, the most difficult and the most important part of a secretary's work．The first impression that a man receives about a business is often through a telephone contact．A caller who is left hanging on “hold” will get the feeling that he or she has been forgotten or ignored．If a call is answered rudely, the caller may become angry．And if the call is not routed directly to the right person, the caller may feel that he or she is getting the “run-around”.

Laura Needham is a secretary in the executive offices of a large manufacturing company．As a good office secretary, Laura knows that all phone calls must be answered without delay and handled efficiently. She knows that a secretary must be pleasant and helpful, no matter how busy she is or what kind of feeding she may be in．She knows she must keep calm if a caller gets impatient or becomes angry; also, of course, she knows she can never allow herself to lose her temper (脾气)．If she does not have the information the caller asks for, she must know who does have the information．Finally, she knows that one of her most important responsibilities(责任)is to “screen telephone calls” and to know which calls to refer to her boss, which calls to refer to other people, and which calls to handle herself．

A well-handled telephone call will give the caller a good impression of the company he or she is dealing with．For this reason, an office secretary who can handle telephone calls cheerfully, tactfully (老练的), and efficiently is a valuable asset  to any organization

63. Good secretaries find it       to handle office calls well.

A. very. boring           B. very important

C. quite necessary         D. extremely difficult

64. The underlined word "nmaround" here means       .

A. a flat refusal              B. a not-so-warm welcome

C . an unpleasant refusal                    D. an unhelpful response

65. In Laura's opinion a secretary can never be a good one until     .

A. she often asks her boss how to answer a telephone call

B. she knows how to please all the people

C. she has the information that others need

D. she can keep calm and never loses her temper

66. This passage is mainly about     .

A. well-handled telephone calls                               

B. an efficient office secretary called Laura Needham

C. the importance of how office calls are dealt with

D. a secretary being a valuable asset to her company

The phone is ringing at the other end of the line and it clicks as it is being answered．A voice says quickly, “Hello, will you hold, please?” Then there is another click, followed by silence．It seems like hours before someone comes back on the line ---- that is, if you don't hang up first．

Office calls are, perhaps, the most difficult and the most important part of a secretary's work．The first impression that a man receives about a business is often through a telephone contact．A caller who is left hanging on “hold” will get the feeling that he or she has been forgotten or ignored．If a call is answered rudely, the caller may become angry．And if the call is not routed directly to the right person, the caller may feel that he or she is getting the “run-around”.

Laura Needham is a secretary in the executive offices of a large manufacturing company．As a good office secretary, Laura knows that all phone calls must be answered without delay and handled efficiently. She knows that a secretary must be pleasant and helpful, no matter how busy she is or what kind of feeding she may be in．She knows she must keep calm if a caller gets impatient or becomes angry; also, of course, she knows she can never allow herself to lose her temper (脾气)．If she does not have the information the caller asks for, she must know who does have the information．Finally, she knows that one of her most important responsibilities(责任)is to “screen telephone calls” and to know which calls to refer to her boss, which calls to refer to other people, and which calls to handle herself．

A well-handled telephone call will give the caller a good impression of the company he or she is dealing with．For this reason, an office secretary who can handle telephone calls cheerfully, tactfully (老练的), and efficiently is a valuable asset  to any organization

63. Good secretaries find it       to handle office calls well.

    A. very. boring           B. very important

C. quite necessary         D. extremely difficult

64. The underlined word "nmaround" here means       .

    A. a flat refusal              B. a not-so-warm welcome

    C . an unpleasant refusal                    D. an unhelpful response

65. In Laura's opinion a secretary can never be a good one until     .

    A. she often asks her boss how to answer a telephone call

    B. she knows how to please all the people

    C. she has the information that others need

    D. she can keep calm and never loses her temper

66. This passage is mainly about     .

    A. well-handled telephone calls                                    ,~

    B. an efficient office secretary called Laura Needham

    C. the importance of how office calls are dealt with

    D. a secretary being a valuable asset to her company

The phone is ringing at the other end of the line and it clicks as it is being answered．A voice says quickly, “Hello, will you hold, please?” Then there is another click, followed by silence．It seems like hours before someone comes back on the line ---- that is, if you don't hang up first．

Office calls are, perhaps, the most difficult and the most important part of a secretary's work．The first impression that a man receives about a business is often through a telephone contact．A caller who is left hanging on “hold” will get the feeling that he or she has been forgotten or ignored．If a call is answered rudely, the caller may become angry．And if the call is not routed directly to the right person, the caller may feel that he or she is getting the “run-around”.

Laura Needham is a secretary in the executive offices of a large manufacturing company．As a good office secretary, Laura knows that all phone calls must be answered without delay and handled efficiently. She knows that a secretary must be pleasant and helpful, no matter how busy she is or what kind of feeding she may be in．She knows she must keep calm if a caller gets impatient or becomes angry; also, of course, she knows she can never allow herself to lose her temper (脾气)．If she does not have the information the caller asks for, she must know who does have the information．Finally, she knows that one of her most important responsibilities(责任)is to “screen telephone calls” and to know which calls to refer to her boss, which calls to refer to other people, and which calls to handle herself．

A well-handled telephone call will give the caller a good impression of the company he or she is dealing with．For this reason, an office secretary who can handle telephone calls cheerfully, tactfully (老练的), and efficiently is a valuable asset  to any organization

63. Good secretaries find it       to handle office calls well.

    A. very. boring           B. very important

C. quite necessary         D. extremely difficult

64. The underlined word "nmaround" here means       .

    A. a flat refusal              B. a not-so-warm welcome

    C . an unpleasant refusal                    D. an unhelpful response

65. In Laura's opinion a secretary can never be a good one until     .

    A. she often asks her boss how to answer a telephone call

    B. she knows how to please all the people

    C. she has the information that others need

    D. she can keep calm and never loses her temper

66. This passage is mainly about     .

    A. well-handled telephone calls                                

    B. an efficient office secretary called Laura Needham

    C. the importance of how office calls are dealt with

    D. a secretary being a valuable asset to her company

The phone is ringing at the other end of the line and it clicks as it is being answered．A voice says quickly, “Hello, will you hold, please?” then there is another click, followed by silence．It seems like hours before someone comes back on the line—that is, if you don’t hang up first．

Office calls are, perhaps, the most difficult and the most important part of a secretary’s work．The first impression that a client（顾客）receives about a business is often through a telephone contact．A caller who is left hanging on “hold” will get the feeling that he or she has been forgotten or ignored．If a call is answered rudely, the caller may become angry．And if the call is not routed directly to the right person, the caller may feel that he or she is getting the “run-around”．

Laura Needham is a secretary in the executive offices of a large manufacturing company．As a good office secretary, Laura knows that all phone calls must be answered quickly and handled efficiently．She knows that a secretary must be pleasant and helpful, no matter how busy she is or what kind of mood she may be in．she knows she must keep calm if a caller gets impatient or becomes angry; also, of course, she knows she can never allow herself to lose her temper．If she does not have the information the caller asks for, she must know who does have the information．Finally, she knows that one of her most important responsibilities is to “screen” telephone calls and to know which calls to refer to her boss, which calls to refer to other people, and which calls to handle herself．

A well-handled telephone call will give the caller a good impression of the company he or she is dealing with．For this reason, an office secretary who can handle telephone calls cheerfully, tactfully（机敏）, and efficiently is a valuable asset（财富）to any organization．

1．The underlined phrase “run-around” probably means         ．

A．a strange experience                           B．a flat refusal

C．a not-so-warm welcome                        D．a cold response

2．Laura knows quite well that a secretary must be         ．

A．quick and busy   B．pleasant and helpful    C．calm and patient         D．both B and C

3．The underlined word “screen”  means         ．

A．give an answer to                              B．show something on a piece of cloth

C．separate things of one sort from those of another      D．watch something on the screen

4．According to this passage a secretary can never be a good one unless she     ．

A．knows how to please her clients(委托人)

B．often asks her boss how to deal with telephone calls

C．has the information her clients need

D．can keep calm and never loses her temper

5．This passage is mainly about        ．

A．well-handled telephone calls          

B．the importance of handling office calls

C．a good secretary called Laura Needham

D．a secretary being a valuable asset to her company

    Office calls are, perhaps, the most difficult and the most important part of a secretary’s work. The first impression that a client (当事人) recessives (有倒退倾向) about a business is very often through a telephone contact. A caller who is left hanging on“hold”will get the feeling that he or she has been forgotten or ignored. If a call is answered rudely, the caller may become angry. And if the call is not routed directly to the right person, the caller may feel that he or she is getting the “runaround”.

    Laura Neelham is a secretary in the executive offices of a large manufacturing (生产，制造 ) company. As a good secretary, Laura knows that all phone calls must be answered promptly and handled efficiently. She knows that a secretary must be pleasant and helpful, no matter how busy she is or what kind of mood she may be in. She knows she must keep calm if a caller gets impatient or becomes angry; also, of course, she knows she can never allow herself to lose her temper. If she does not have the information the caller asks for, she must know who does have the information. Finally, she knows that one of her most important responsibilities is to“screen”telephone calls and to know which calls to refer to her boss, which calls to refer to other people, and which calls to handle herself.

    A well-handled telephone call will give the caller a good impression of the company he or she is dealing with. For this reason, an office secretary who can handle telephone calls cheerfully, tactfully, and efficiently is a valuable asset to any organization.

　　 1. What do you think about "to handle phone calls"?

    A. It’s extremely difficult.　　　　    B. It’s quite necessary.

    C. It’s very important.　　　　　　　　 D. It’s very boring.

    2. One can get his first impression about a business through ________.

    A. telephone contacts　　　　　　　　   B. newspaper advertisements

    C. telegrams　　　　　　　　　　　　　　   D. person-person contacts

    3. What does the word“runaround”in the article mean?

    A. “an unpleasant excuse”.　　　　　　 B. “a flat refusal”.

    C. “a not-warm welcome”.　　　　　　 D. “an unhelpful response”.

    4. The definition of the word“screen”in the third paragraph is probably ________.

    A. to give an answer

    B. to show something on a piece of cloth

    C. to protect from view with a screen

    D. to separate things of one sort from things of another

    5. This passage is mainly about ________.

    A. well-handled telephone calls

    B. the importance of how office calls are dealt with

    C. an efficient office secretary called Laura Needham

D. a secretary being a valuable asset to her country

The phone is ringing at the other end of the line and it clicks as it is being answered. A voice says quickly,“Hello! Will you hold, please?”Then there is another click, followed by silence. It seems like hours before someone comes back on the line-that is, if you don’t hang up first.

    Office calls are, perhaps, the most difficult and the most important part of a secretary’s work. The first impression that a client (当事人) recessives (有倒退倾向) about a business is very often through a telephone contact. A caller who is left hanging on“hold”will get the feeling that he or she has been forgotten or ignored. If a call is answered rudely, the caller may become angry. And if the call is not routed directly to the right person, the caller may feel that he or she is getting the “runaround”.

    Laura Neelham is a secretary in the executive offices of a large manufacturing (生产，制造 ) company. As a good secretary, Laura knows that all phone calls must be answered promptly and handled efficiently. She knows that a secretary must be pleasant and helpful, no matter how busy she is or what kind of mood she may be in. She knows she must keep calm if a caller gets impatient or becomes angry; also, of course, she knows she can never allow herself to lose her temper. If she does not have the information the caller asks for, she must know who does have the information. Finally, she knows that one of her most important responsibilities is to“screen”telephone calls and to know which calls to refer to her boss, which calls to refer to other people, and which calls to handle herself.

    A well-handled telephone call will give the caller a good impression of the company he or she is dealing with. For this reason, an office secretary who can handle telephone calls cheerfully, tactfully, and efficiently is a valuable asset to any organization.

　　 1. What do you think about "to handle phone calls"?

    A. It’s extremely difficult.　　　　    B. It’s quite necessary.

    C. It’s very important.　　　　　　　　 D. It’s very boring.

    2. One can get his first impression about a business through ________.

    A. telephone contacts　　　　　　　　   B. newspaper advertisements

    C. telegrams　　　　　　　　　　　　　　   D. person-person contacts

    3. What does the word“runaround”in the article mean?

    A. “an unpleasant excuse”.　　　　　　 B. “a flat refusal”.

    C. “a not-warm welcome”.　　　　　　 D. “an unhelpful response”.

    4. The definition of the word“screen”in the third paragraph is probably ________.

    A. to give an answer

    B. to show something on a piece of cloth

    C. to protect from view with a screen

    D. to separate things of one sort from things of another

    5. This passage is mainly about ________.

    A. well-handled telephone calls

    B. the importance of how office calls are dealt with

    C. an efficient office secretary called Laura Needham

D. a secretary being a valuable asset to her country

阅读理解

　　The phone is ringing at the other end of the line and it clicks as it is being answered. A voice says quickly, “Hello. Will you hold, please?” Then there is another click, followed by silence. It seems like hours before someone comes back on the line－that is, if you don't hang up first.

　　Office calls are, perhaps, the most difficult and the most important part of a secretary's work. The first impression that a customer receives about a business is very often through a telephone contact. A caller who is left hanging on “hold” will get the feeling that he or she has been forgotten or ignored. If a call is answered rudely, the caller may become angry. And if the call is not routed directly to the right person, the caller may feel that he or she is getting the “runaround”.

　　Carol Jackson is a secretary in the executive offices of a large manufacturing company. As a good office secretary, Carol knows that all phone calls must be answered right away and handled efficiently. She knows that a secretary must be pleasant and helpful, no matter how busy she is or what kind of mood she may be in. She knows she must keep calm if the caller gets impatient or becomes angry; also, of course, she knows she can never allow herself to lose her temper. If she does not have the information the caller asks for, she must know who does have the information. Finally, she knows that one of her most important responsibilities is to “screen” telephone calls and to know which calls to refer to her boss, which calls to refer to other people, and which calls to handle herself.

　　A well-handled telephone call will give the caller a good impression of the company he or she is dealing with. For this reason, an office secretary who can handle telephone calls cheerfully, tactfully, and efficiently is a valuable employee to any organization.

1．According to the passage, what decides a customer's first feeling about a business?

[　　]

A．E-mails.

B．Telephone contacts.

C．Person-to-person contacts.

D．Newspaper advertisements.

2．Carol Jackson is ________.

[　　]

A．a capable executive of a manufacturing factory

B．a secretary as well as an executive

C．an efficient office secretary

D．a helpful telephone operator

3．In Carol's opinion a secretary can never be a good one until ________.

[　　]

A．she knows how to please her customers

B．she often asks her boss how to answer a telephone call

C．she has the information her customers need

D．she can keep calm and never loses her temper

4．This passage is mainly about ________.

[　　]

A．well-handled telephone calls

B．the importance of how office calls are dealt with

C．an efficient office secretary call Carol Jackson

D．a secretary being a valuable person to her company

阅读理解

　　The phone is ringing at the other end of the line and it clicks as it is being answered. A voice says quickly, “Hello! Will you hold, please?” Then there is another click, followed by silence. It seems like hours before someone comes back on the line-that is, if you don't hang up first.

　　Office calls are, perhaps, the most difficult and the most important part of a secretary's work. The first impression that a client (当事人) recessives (有倒退倾向) about a business is very often through a telephone contact. A caller who is left hanging on “hold” will get the feeling that he or she has been forgotten or ignored. If a call is answered rudely, the caller may become angry. And if the call is not routed directly to the right person, the caller may feel that he or she is getting the “runaround”.

　　Laura Neelham is a secretary in the executive offices of a large manufacturing (生产,制造) company. As a good secretary, Laura knows that all phone calls must be answered promptly and handled efficiently. She knows that a secretary must be pleasant and helpful, no matter how busy she is or what kind of mood she may be in. She knows she must keep calm if a caller gets impatient or becomes angry; also, of course, she knows she can never allow herself to lose her temper. If she does not have the information the caller asks for, she must know who does have the information. Finally, she knows that one of her most important responsibilities is to “screen” telephone calls and to know which calls to refer to her boss, which calls to refer to other people, and which calls to handle herself.

　　A well-handled telephone call will give the caller a good impression of the company he or she is dealing with. For this reason, an office secretary who can handle telephone calls cheerfully, tactfully, and efficiently is a valuable asset to any organization.

1．What do you think about “to handle phone calls”?

[　　]

2．One can get his first impression about a business through ________.

[　　]

3．What does the word “runaround” in the article mean?

[　　]

4．The definition of the word “screen” in the third paragraph is probably ________.

[　　]

A．to give an answer

B．to show something on a piece of cloth

C．to protect from view with a screen

D．to separate things of one sort from things of another

5．This passage is mainly about ________.

[　　]

A．well-handled telephone calls

B．the importance of how office calls are dealt with

C．an efficient office secretary called Laura Needham

D．a secretary being a valuable asset to her country