Most of us use the telephone several times a day to talk with friends or make social arrangements. 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.
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’t 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.
Obtain feedback. Make sure that caller understands the message correctly, especially where 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 some immediately so that you do not forget important points.
1. What’s the main idea of this passage?
A. Using a telephone for business has strict rules.
B. While making a business phone call, you should be efficient first.
C. It’s necessary to learn how to use your phone for work.
D. The phone is playing a very important role in our daily life, especially in business.
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. What’s the meaning of the word “feedback”?
A. information         B. present          C. greeting            D. reply

小題1:C
小題2:C
小題3:D
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科目：高中英語 來源：不詳 題型：完形填空


Alice always wanted to be a singer. Music was the 31          important thing in her life but, to tell you the   32           (true), she took lesson for years, practised every day,  33           in spite of all this, her voice didn't improve. Honestly, it didn’t get better, it just got  34           (loud).
Her teacher finally gave 35         and stopped the lessons, but Alice refused to quit, and one day she decided to give a concert and invited her former teacher to attend.
The teacher was very worried about 36              to say after the performance. She knew it 37            be terrible and it was. She didn't want to tell a lie, but she didn’t want to hurt Alice’s feelings 38               . Finally, she got an idea and went backstage to greet her former pupil.
“Well”, said Alice, “what did you think of 39              performance?”
“My dear,” said the teacher, “you’ll 40         be better than you were tonight.”

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科目：高中英語 來源：不詳 題型：閱讀理解


閱讀表達(dá)：閱讀短文，回答問題。
You’ll have many things to arrange and think about before you leave your home country for New Zealand. Use our links to find some important information to help you prepare for departure.
Bank accounts and credit cards
Your present bank should be able to help you set up a bank account in New Zealand before you leave, so that you can make credit card and other withdrawals(提款)when you arrive.
Documents, credit references(證明)and driver licences
Your first few days in New Zealand are more likely to be easy and problem-free if you arrive with the following documents:
◎birth certificates
◎marriage certificates
◎academic qualifications
◎references from previous employers
◎curriculum vitae (個人簡歷)
◎an international driver licence or permit
All documents should be originals (not copies). _________________________ they should be accompanied (附上)by a certified (認(rèn)可的)translation.
Plan what to wear
The weather is changeable, so bring a range of clothes and do not forget to include a raincoat. Remember, seasons are the reverse(相反的) of those in the northern hemisphere.
Bringing your belongings
The New Zealand Customs Service pamphlet(小冊子), Advice on Importing Goods into New Zealand, provides full information about importing goods into New Zealand. The pamphlet is available from New Zealand immigration, diplomatic(外交的) and trade offices or you can E-mail: feedback@customs.govt.nz
Pets
You may need to plan six months ahead if you wish to bring your domestic pets into the country. For full information, contact the Import Management Office of the Ministry of Agriculture and Forestry (MAF). Telephone: +64 4 498 9625, Fax: +64 4 474 4132.
71. What is the proper title of the passage? (Please answer within 10 words)
____________________________________________________________________________
72. Which sentence in the passage can be replaced by the following one？
When you set off for New Zealand, bring some clothes in case the weather changes
____________________________________________________________________________
73. Please fill in the blank in the fifth paragraph with proper words or phrases to complete the sentence. (Please answer within 10 words)     ________________________________
74. Which one of the preparations do you think is the most important for you if you go to New Zealand? Give your reasons?(Please answer within 30 words)
______________________________________________________________________________
75. Translate the underlined sentence in the second paragraph into Chinese.
______________________________________________________________________________

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科目：高中英語 來源：不詳 題型：閱讀理解


Central London Bus Guide This guide includes maps showing where buses and Night buses run in Central London and major tourist attractions. This guide is not available to download.
Tube Toilet Map The locations of toilet and baby changing equipment on the Tube (地鐵) network. You can download the Tube Toilet map.
Step-free Tube Guide Tube and DLR stations with step-free access from the street and information about the step and gap between the platform and the train. Where you can change step-free between different Tube lines and between Tube and National Rail services. You can also download the Step-free Tube guide.
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Getting Around London - your guide to accessibility A complete guide to accessibility on all means of transport, including a guide to Freedom Passes, Journey Planner and interactive maps. You can also download the Getting around London - your guide to accessibility.
Taxi and Private Hire Guide The taxi and private hire guide includes information on taxis and other private hire services in London, including details and how to make a complaint. You can also download the taxi and private hire guide.?
1. If you download something about ________, you will fail.
A. Central London Bus Guide                B. Getting Around London
C. River Thames Boat Services               D. Step-free Tube Guide
2. Which of the following statements is right?
A. Young mothers have no places to get their babies changed on tube.
B. Disabled people have no access to tube and national rail services.
C. You can enjoy transport service in London before planning your journey.
D. You can complain about the taxi and private hire services in London.
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科目：高中英語 來源：不詳 題型：閱讀理解


D
Have you ever thought, “I wish I could take a year off and just travel around the world”? Well, three lucky American teenagers were able to do just that. The teens—two males and one female--got an all-expenses paid, yearlong hike to five continents.
This trip didn’t include any five-star hotels or shopping funs. Eighteen-year-old Jamie Fiel from Keller, Texas, 17-year-old Arsen Ewing from Canyon, California, and 16-year-old Tyler Robinson from Lincoln, Massachusetts, didn’t expect fancy treatment. They signed up for the experience of a lifetime, which included hard work, often uncomfortable accommodations, and encounters with some of nature’s most dangerous animals and environments.
Jamie, Arsen, and Tyler were among hundreds of high school kids nominated by their science teachers to take this trip. Earthwatch Institute sponsored (贊助) this adventure. Each year, Earthwatch employs thousands of volunteers worldwide to help with scientific research projects.
The group went all around the world to get a close look at the most pressing environmental issues of our time. Their assignments were as varied as their locations, and included measuring and attending pink flamingos in Kenya’s Great Rift Valley, and tracking giant sea turtles in Costa Rica.
As they worked with the Earthwatch scientists, Jamie, Arsen, and Tyler began to understand that we are at a critical moment in the life of our planet. Time for change is running out. As the teens went from country to country and witnessed different environmental dangers and challenges, they understood that solutions to important environmental issues start with the power of one person's actions. They realized that each of them can make a difference.
1. These teenagers went on the journey around the world _____.
A. to experience the most serous environmental problems on the earth
B. to bring the kindness of America to the other parts of the world
C. to go on sightseeing around the world
D. to call on more teenagers to join Earthwatch Institute
2. What’s true about their journey?
A. They had to pay for their journey on their own expense.
B. They often had to move from one hotel to another.
C. They had to take great pains to collect environmental information.
D. They received a warm welcome every time they arrived at a new place.
3. It can be inferred that Earthwatch Institute could be _____.
A. an international university that takes in students from all over the world
B. a TV station that makes programmes on the beautiful scenery of the earth
C. a travel agency that organizes adventure trips specially for school children
D. an organization that brings science to life for people concerned about earth’s environment
4. What did they these teenagers learn from the journey?
A. It was high time that people protected the environment.
B. Long journey was not suitable for school children.
C. It should take the whole world to help the children.
D. Environmental problems can be solved if school children take part.

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科目：高中英語 來源：不詳 題型：完形填空

完形填空（共10小題；每小題2分，共20分）　   閱讀下面短文，
掌握其大意，然后從21～30各題所給的四個選項（A、B、C和D）中，選出最佳選項。
Many people of my generation(代，一代) say that there is no hope for the future because of the way that   21       people behave today.
Their first argument（論點） is that when we were young we used to look after the  22     people in our community and help them. They also say that young people today don’t   23      about anything or anyone. However, I think the reason why we looked after older people was that we had no   24     . People had to live with their   25     and grandparents because they had no money. Young people today earn more and have more   26      to live where they want.
Their second argument is that in our day we didn’t expect to be given jobs ---and that young people now don’t look for jobs, but just complain（抱怨） about   27    . On the other hand, things were easier in the past and it was always easy to get a job if you had friends and contacts（關(guān)系）. It is really   28      today.
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21. A. young                       B. old                                C. other                       D. our
22. A. old                    B. older                    C. elder                        D. eldest
23. A. know                         B. care                              C. complain                D. look
24. A. money             B. freedom                      C. choice            D. help
25. A. friends            B. children                        C. grandchildren       D. parents
26. A. freedom                   B. money                         C. reasons                  D. hope
27. A. future                       B. wages                           C. work                        D. unemployment
28. A. easier                       B. harder                         C. impossible    D. possible
29. A. young                       B. old                                C. future            D. generation
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科目：高中英語 來源：不詳 題型：閱讀理解


The research carried out by the University of Bari in Italy could help prove hospitals who are accused of wasting money on art and decoration as it suggests a pleasant environment helps patients ease discomfort and pain.
A team headed by Professor Marina de Tommaso at the Neurophysiopathology Pain Unit asked a group of men and women to pick the 20 paintings they considered most ugly and most beautiful from a selection of 300 works by artists such as Leonardo da Vinci and Sandro Botticelli. They were then asked to look at either the beautiful paintings, or the ugly painting, or a blank panel while the team zapped(照射) a short laser pulse at their hand, creating a sensation as if they had been stuck by a pin. The subjects rated the pain as being a third less intense while they were viewing the beautiful paintings, compared with when looking at the ugly paintings or the blank panel. Electrodes measuring the brain's electrical activity also confirmed a reduced response to the pain when the subject looked at beautiful paintings.
While distractions, such as music, are known to reduce pain in hospital patients, Prof de Tommaso says this is the first result to show that beauty plays a part.
The findings, reported in New Scientist, also go a long way to show that beautiful surroundings could aid the healing process.
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Pictures they liked included Starry Night by Vincent Van Gogh and Botticelli’s Birth of Venus. Pictures they found ugly included works by Pablo Picasso, the Italian 20th century artist Anonio Bueno and Columbian Fernando Botero. "These people were not art experts so some of the pictures they found ugly would be considered masterpieces by the art world," said Prof de Tommaso.
1.The underlined word “alleviate” in the fifth paragraph probably means “_________”.
A. cure            B. ease             C. improve           D. kill
2.How many artists have been mentioned in the passage?
A. 4.                      B. 5.                      C. 6.                             D. 7.
3.Which of the following is TURE about the view of Prof de Tommaso’s?
A. Beautiful surroundings could help to heal sufferings completely .
B. Hospitals must take their artistic aspects into consideration first.
C. Ugly surroundings will surely make the pain worse.
D. Both music and beauty can reduce pain in hospital patients.
4.Which of the following is the suitable title for the passage?
A. Beautiful surroundings can ease pain.          
B. Ugly paintings could be masterpieces.
C. More research should be done in the field.      
D. Latest environmental research.  

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科目：高中英語 來源：不詳 題型：完形填空


第二節(jié): 信息匹配 (共5小題; 每小題2分，滿分10分）
閱讀下面一篇文章，文章后有七個選項，從A、B、C、D、E、F、G的七個選項中選出五個符合每一段文章主旨大意的選項。
To be a good teacher, you need some of the gifts of a good actor: you must be able to hold the attention and interest of your audience; you must be a clear speaker, with a good strong, pleasing voice which is fully under your control; and you must be able to act what you are teaching, in order to make its meaning clear． (56)__________．
Watch a good teacher, and you will see that he does not sit motionless before his class: he stands the whole time he is teaching; he walks about, using his arms, hands and fingers to help him in his explanations, and his face to express feelings．Listen to him, and you will hear the loudness, the quality and the musical note of his voice always changing according to what he is talking about． (57) _______________．
The fact that a good teacher has some of the gifts of a actor doesn’t mean that he will indeed be able to act well on the stage, for there are very important differences between the teacher’s work and the actor’s．The actor has to speak words which he has learnt by heart; he has to repeat exactly the same words each time he plays a certain part, even his movements and the ways in which he uses his voice are usually fixed beforehand．What he has to do is to make all these carefully learnt words and actions seem natural on the stage． (58)_________________．
A good teacher works in quite a different way．His audience takes an active part in his play: they ask and answer questions, they obey orders, and if they don’t understand something, they say so．The teacher therefore has to suit his act to the needs of his audience, which is his class．He cannot learn his part by heart, but must invent it as he goes along． (59)_________________．
I have known many teachers who were fine actors in class but were unable to take part in a stage play because their brains wouldn’t keep discipline: they could not keep strictly to what another had written． (60)_______________．
A．Characteristics of a good teacher
B．Qualities of a good actor
C．What makes up a good teacher
D．What makes a teacher famous
E．It is not easy for a good teacher to become a good actor．
F．The image（印象）of a good teacher 
G．Duties of a good teacher

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科目：高中英語 來源：不詳 題型：完形填空


第二節(jié)　信息匹配（共5小題；每小題2分，滿分10分）
閱讀下列應(yīng)用文及相關(guān)信息，并按照要求匹配信息。請在答題卷上將對應(yīng)題號      的相應(yīng)選項字母涂黑。
以下是兒童讀物的信息：
You and Me, Baby


Reading level: Baby-Grade 1
Hardcover: 40 pages
Language: English
List Price: $15.95
Price: $12.44 & eligible for FREE Super Saver Shipping on orders over $25. 
You Save: $3.51 (22%)
Availability: In Stock. Ships from and sold by Amazon.com. Gift-wrap available.
Only 4 left in stock — order soon (more on the way). Want it delivered Thursday, September 27.
B. Ruff! Ruff! Where's Scruff?


Reading level: Baby-Preschool
Hardcover: 16 pages
Language: English
Price: $11.16 & eligible for FREE Super Saver Shipping on orders over $25.
Availability: In Stock. Sold by Amazon.com. Gift-wrap available.
Want it delivered Thursday, September 2.
Book Description: It’s bath time for Scruff. But does anyone know where he’s hiding? Have the cows seen him? Moo-no! How about the pigs? Oink-no! Looking for that dog is just too tough! But not for toddlers. If they look carefully, they’ll find Scruff hiding on every pop-up page!
C. The Giving Tree


Reading level: Ages 4-8
Hardcover: 64 pages
Language: English
Price: $11.55
Availability: Sold all year round and choose One-Day Shipping at checkout.
Book Description: Once there was a tree...and she loved a little boy. Every day the boy would come to the tree to eat her apples, swing from her branches, or slide down her trunk...and the tree was happy.
D. Where the Wild Things Are

 
Reading level: Ages 6-10
Hardcover Comic: 62 pages
Language: English
List Price: $16.95
Price: $11.53 & eligible for FREE Super Saver Shipping on orders over $25.
You Save: $5.42 (32%)
Availability: In Stock. Ships from and sold by Amazon.com. Gift-wrap available. Want it delivered Thursday, September 12. Order it at once, and choose One-Day Shipping at checkout.
E. Goodnight Moon (Board book)

 
Reading level: Baby-Preschool
Board book: 30 pages
Language: English
List Price: $8.99
Price: $8.99.
Availability: In Stock. Ships from and sold by Amazon.com.
Book description: Perhaps the perfect children's bedtime book, Goodnight Moon is a short poem of goodnight wishes from a young rabbit preparing for — or attempting to postpone — his own slumber. He says goodnight to every object in sight and within earshot, including the "quiet old lady whispering hush."
 
F. Guess How Much I Love You (Board book)

 
Reading level: Ages 9-12
List Price: $6.99
Price: $6.99 & eligible for FREE Super Saver Shipping on orders over $25.
Availability: In Stock. Ships from and sold by Amazon.com. Gift-wrap available.
Want it delivered Thursday, September 27.
Order it in the next 19 hours and 55 minutes, and choose One-Day Shipping at checkout.
Book description: All children want reassurance that their parents' love runs wide and deep. In Guess How Much I Love You, a young rabbit named Little Nutbrown Hare thinks he's found a way to measure the boundaries of love.
 
以下是購書者或小讀者的信息。請匹配購書者或小讀者的信息與他們對應(yīng)的讀物。
56. Mrs. Green is a nurse in a hospital in London. She has a lovely daughter. She often says to her "Hey, Baby! Look at you, looking at me, looking at you looking at me". She is going to send her daughter to Grade 1 this September and buy a book with 40 pages for her.
57. Joe enjoys reading picture books about animals. He often buys some new ones. Last Saturday he bought a new book. There is such a sentence on the first page: “In a heartwarming twist on the ‘I-can-do-anything-you-can-do-better’ theme, Little Nutbrown Hare goes through a series of declarations regarding the breadth of his love for Big Nutbrown Hare”.
58. Tong Tong is five years and two months old now. His father bought him a story book for his birthday on July 2. Now he is reading “But as the boy grew older he began to want more from the tree, and the tree gave and gave and gave. … ”.
59. Mr. Smith lives in New York City. He has a two-year-old grandson, who likes to listen to some stories about animals and read picture books with a hide-and-seek adventure and lots of pop-up surprises on every page!
60. Susan’s mother bought her a new book today. In this book, there are many good bedtime activities — a reappearing little mouse is particularly pesky. By the end of the little rabbit's goodnight poem, the story has quieted to a whisper, and the drawings have darkened with nightfall. As you turn the last page, you can expect a sleepy smile and at least a yawn or two.

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