3小题>
What's wrong with the last page of the fax?
A.It is not sent.
B.It is not signed.
C.It is not stamped.
4小题>
When will the group discussion start?
5小题>
What does the man say about the software?
A.Useful for the options they need.
B.Useless for the options they need.
C.Useless for advanced options.
第 14 题：LISTENING (PART TWO ) :
Meeting Notes
The problem：Cause of the output(1)______of bicycle frames
High(2)______rate & Low(3)______from fill-in workers
[Caused by extreme heat in the workshop]
The temperature records：
—Average temperature difference inside and outside the workshop：(4)______℃The highest temperature record last summer：41℃
Current situation：
—11 of the 36.employees have been changed
—It takes about(5)______days altogether to find a new worker，train him and make him as productive as the old employees.
Loss：
Producing(6)______less units per summer.
Costing(7)______dollars in potential earnings.
第 15 题：LISTENING (PART THREE ) :
Lecture Notes
When doing business over the telephone，you have to pay special a~ention to the listening and speaking skills.
Tip 1.Raise your(1)______and smile as you speak;
Reason：You don't have the advantage of talking with them in person.
Effect：Giving your voice a(2)______& making you sound cheerful.
Although the customers cannot see your smile，they can feel the(3)______through your voice.
Tip 2.Remember and use the customers'names;
Reason：People love their names and love to hear their names.
Effect:Making the service more(4)______and(5)______.
Dos：Listen closely to catch the name/make a(6)______/write it down.
Don'ts：Only be concerned about impressing them or how to(7)______to them
第 16 题：LISTENING (PART FOUR ) :
1小题>
What is the most important aspect of a manager's job?
A.To find the most hard-working employees.
B.To make the employees enthusiastic about work.
C.To encourage the employees cooperate with each other.
2小题>
According to Prof.Bevan，which item comes out last on the list of motivation tools?
A.Trust.
B.Praise.
C.Money.
3小题>
According to the Saratoga Institute reports，which factor is NOT the major reason for quitting a job?
A.Not suitable for the job.
B.Not happy with the pay.
C.Not pleased with the leaders.
4小题>
What should good managers do to keep employees engaged?
A.Offer them pay rise on a regular basis.
B.Give them feedback and encouragement.
C.Show concerned to their personal troubles.
5小题>
What did the managers in Western Electric do to improve the company's performance?
A.They gave the employees better pay.
B.They let the employees make all decisions.
C.They made the employees feel more involved.
6小题>
How did the managers in the Swedish company Kochums change their motivation practice?
A.From giving orders to persuading.
B.From giving bonus to persuading.
C.From giving bonus to giving orders.
7小题>
About Kochums' performance，which statement is true?
A.It lost 15.million dollars each year.
B.It made 100.million dollars within ten years.
C.It made a 100.million dollars profit within ten years.
8小题>
How does a great manager motivate workers on individual basis?
A.Find and develop their strengths.
B.Find and fix their weaknesses.
C.Motivate everyone in the same way.
第 17 题：填空题:
Task Sheet：
Topic A
WHAT IS IMPORTANT WHEN…?
Deciding the price of a product
· Cost of production
· Cost of similar products
· Type of customer
第 18 题：填空题:
Topic B
WHAT IS IMPORTANT WHEN…?
Deciding the price of a product
· Cost of packaging
· Type of advertising
· Cost of transposing
第 19 题：填空题:
A reading room for staff
Things to be put in the reading room
· Computers
·Daily newspapers
·Popular magazines
· Reference books
· Best sellers
·Technical magazines
· Company literature
· Industry literature
