Good communication means ______.

a human resource manager, how do you see it？

W: It is a term that is used regularly in the workplace. In my opinion, (19) communication means interaction and is vital in business. It ensures smooth operation between staff members, employers and clients.

M: Can you explain that more precisely？

W: Employers need to use excellent communication skills in order to get the very best out of their employees, while employees need to use communication skills when talking to clients as well as colleagues and employers.

M: Do you say communication means talking to others？

W: Well, communication doesn't always refer to conversations.

M: Like what？

W: For instance, (20) written communication. It is very important in business. Mostly, being in the business area, communicating for the first time with someone, for example, a client, is made through e-malls. (20) Thus, writing becomes a way through which you can create a first impression. So your writing skills have to be very good and professional.

M: Besides the work communication with business clients, how do you see the interpersonal relationships among colleagues？

W: Regardless of how good you are at your job, if you don't form. at least basic relationships with those around you, it will ultimately affect your career success.

M: What you've mentioned seems to be about the individual but not the organization.

W: Not really, the communication between individuals is part of organizational behavior. Actually, some big companies hold social events to encourage good communication between staff members. You know, bad communication leads to misunderstandings. Meanwhile, the employees should be equipped with good communication skills when they talk to clients. (21) To ensure that business continues to grow, a company's clients should undoubtedly trust its employees. This can never be the case if there is any miscommunication.

(20)

A．Communication means person-to-person talking.

B．Communication means emails and letters between colleagues.

C．Communication means interactions between people.

D．Communication means understanding between employees and clients.

听力原文：M: Are you looking forward to your job interview tomorrow？

W: I'm a bit nervous about it. When you interview people, what do you look for？

M: Well, a lot of people think it's about your qualifications and experience, but actually they aren't so important in the interview.

W: Really？ Why not？

M: Well, your qualifications and experience have already been listed on your CV and in your cover letter. The interviewer might want to know how you think your previous experience relates to the job offer, but...

W: I see. So what's the main purpose of the interview？

M: The interviewer wants to see what kind of person you are and decide whether you will fit in with the other employees. The interviewer wants to see if you have the right personality for the job.

W: You also have to give the right answers to their questions.

M: Usually, there are no "right" answers. Obviously, you don't want to say anything silly, but each question can be answered in different ways. The important thing is to be articulate.

W: Articulate？

M: Yes. Communication skills are valued by almost all employers nowadays. A person who can express themselves clearly and successfully is considered a real asset.

W: Why's that？ Surely communication skills can't outweigh qualifications and experience.

M: Good communication skills are vital because if there are breakdowns in communication, it would cost the company time and money. Communication skills might not outweigh qualifications and experience, but as I've said before, the interviewer has already seen those on your CV.

W: So, you mean your CV shows you have the qualifications and experience and gets you into the interview room. After that, other factors take over — particularly communication skills and your personality.

M: Right.

W: I was always told that the way you look is a key factor, too.

M: Well, of course you should always look smart, clean, and fairly formal. Whatever some people say, the way you look does create an impression on others.

W: I'll be sure to wear my best outfit then!

Questions 19 to 22 are based on the conversation you have just heard.

19. What does the interviewer want to know during the interview？

20. What will happen if you do not give the right answers to questions during the interview？

21. Why are good communication skills important for companies？

22. What is more important in a job interview according to the conversation？

(23)

A．If you are punctual.

B．If you are not lying on your CV.

C．If you are experienced.

D．If you have good communication skills.

句子口译： Please proceed with your presentation. This morning I'm going to describe sales forecasts for the European computer market over the next five years. Good afternoon, everyone. This afternoon I'd like to descirbe briefly the dvantages of using the TEC-NET communication service. In summary, ladies and gentlemen, as well as providing extensive after-sales service, Minimax will be happy to custom-design our product to meet the needs of your company. At the end of the presentation there will be time for any questions you have.

A、As a Hotel Management major student, I have successfully acquired hospitality related knowledge and management skills.

B、I’m very much a team player and able to work well with others.

C、As I know, your hotel provides the employees with a series of training course. I believe it can give a platform to improve staff’s skills, and simultaneously, it leads to the growth of the hotel.

D、A good waiter/waitress should be very considerate and have extremely good communication skills.

ove communications skills. First, I' d like to thank the Public Relations department of Hamala Inc. for organizing this workshop. Now, let me introduce our guest speaker, Elizabeth Kendall, professor of Communications at St. Paul University. Ms. Kendall has been working in the area, communications, for the past fifteen years. Her famous communication book was published a decade ago and is still in use among working professionals. Her talk today will focus on effective communication with the public. I' m sure you' II enjoy it. Let' s give Ms. Kendall a big welcome.

What is the purpose of this talk？

A．To present an achievement award

B．To describe a well-known book

C．To discuss a research report

D．To introduce a guest speaker

听力原文：M: Are you looking forward to your job interview tomorrow？

W: I'm a bit nervous about it. When you interview people, what do you look for？

M: Well, a lot of people think it's about your qualifications and experience, but actually they aren't so important in the interview.

W: Really？ Why not？

M: Well, your qualifications and experience have already been listed on your CV and in your cover letter. The interviewer might want to know how you think your previous experience relates to the job on offer, but...

W: I see. So what's the main purpose of the interview？

M: The interviewer wants to see what kind of person you are and decide whether you will fit in with the other employees. The interviewer wants to see if you have the right personality for the job.

W: You also have to give the right answers to their questions.

M: Usually, there are no 'right' answers. Obviously, you don't want to say anything silly, but each question can be answered in different ways. The important thing is to be articulate.

W: Articulate？

M: Yes. Communication skills are valued by almost all employers nowadays. A person who can express themselves clearly and succinctly is considered a real asset.

W: Why's that？ Surely communication skills can't outweigh qualifications and experience.

M: Good communication skills are vital because if there are breakdowns in communication, it could cost the company time and money. Communication skills might not outweigh qualifications and experience, but as I said before, the interviewer has already seen those on your CV.

W: So, you mean that your CV shows you have the qualifications and experience and gets you into the interview room. After that, other factors take over-particularly communications kills and your personality.

M: Right.

W: I was always told that the way You look is a key factor, too.

M: Well, of course you should look smart, clean, and fairly formal. Whatever some people say, the way you look does create an impression on others.

W: I'll be sure to wear my best outfit then!

(23)

A．Because he/she hasn't seen your CV.

B．Because he/she wants to make sure you are not lying on your CV.

C．Because he/she wants to know how it relates to the job you are applying for.

D．Because he/she wants to sec if you are articulate.

be read.

A．Y

B．N

C．NG

dea of customer services seriously...

M: Yes, urn, I think you can say we were among the pioneers.

W: So, with the experience of many years of trying to get it right, what would you define as the most important elements in providing successful customer services？

M: Mm... well, that's quite a difficult question, because so many factors are absolutely vital if you want to succeed, and success with the customer services, I might add, means doing everything you possibly can to please and keep customers.

W: Does that include the old idea that, for a company, the customer is always right？

M: Not exactly. The slogan that the customer is always right is rather simple, and unrealistic. I would say that, instead, the most important aim of a customer services unit is to encourage communication with customers, to actively seek feedback, including complaints, and to acknowledge all comments, good and bad, from customers because people like to be treated with respect.

W: Then what do you think are the most important factors for a company's success？

M: It seems to me that a company's success, in terms of good reputation and high profits, depends more on the relationship the company establishes with the customers. That relationship involves the company in consistently providing high-quality products and top-quality services.

W: So what you're saying is, in fact, very simply--basically, keeping customers happy depends on providing quality and encouraging communication.

M: Yes, but the essential factor is communication. A successful customer dervices unit is one that acts as a link between the company and the customer to ensure that the company can respond to the needs of the customer. After all, a company's success can only come from a satisfied customer.

(20)

A．Providing high-quality products for customers.

B．Providing good services for customers.

C．Doing everything you can to please and keep customers.

D．Establishing dialogues with the customers.