You do not need to take the HRs’ feedback too seriously, because you will not see them again.

听力原文：W: I know your company was one of the biggest American corporations to take the idea 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.

Part B (10 points)

You are going to read a text about basic element in both speaking and writing, followed by a list of examples and explanations. Choose the best example or explanation from the list for each numbered subheading. There is one extra example which you do not need to use.

There are many differences between communicating in written and spoken words—one to one or one to many. Because speaking is face to face and personal, it is much more direct than writing.. Hand and body gestures, facial expressions, and vocal variety help greatly to support face-to-face communication. It is also reinforced by instant feedback from listeners in the form. of smiles, frowns, applause, catcalls, clenched fists, and so on. An alert speaker who is sensitive to feedback can "shift gears" and adapt to changing circumstances.

(41) The differences between talking and writing

Writing, however, depends solely on words and punctuation to deliver the message. There are no gestures and no voice, and if there is any feedback, it takes time to reach the writer.

(42) Why long sentences can be used in writing?

Effective talking is aimed at people's minds and hearts through their ears, and ears prefer short, direct, conversational sentences.

There are three standards that apply equally to talking and writing—clarity, accuracy, and appropriateness.

(43) Clarity.

If the audience doesn't understand the message instantly, then the speaker has, to some extent, failed. Thus, every possible measure must be taken to ensure that all your words and thoughts are perfectly clear to the audience.

(44) Accuracy.

As a conscientious speaker, you must see to it that your information is as current and as accurate as research can make it.

(45) Appropriateness.

In addition to being precise, your language should also be suitable to the subject, audience, and occasion.

A. For instance, a speaker can vary his/her pitch or tone to change the meaning expressed. A writer, on the other hand, has to rely solely on the words and context or even explanations in braces to achieve that.

B. Good talking is wordy, repetitive, and far less structured than efficient writing. A good speech, reproduced word for word on paper, usually does not read well because it rambles and repeats words and thoughts. It is not nearly as disciplined and organized as good writing.

C. Throughout your talk, words are your prime means for helping your audience understand your message. And to harness the profound power of words, you should develop a lifelong habit of using a dictionary and a thesaurus. If you do not exploit these resources, you will fail to achieve your full potential as a speaker and conversationalist. Another device that will help you achieve clarity in your talk is a summary. If your talk consists of three will researched major points, lit those points in your introduction so your audience will know at once what ground you will cover. Discuss them in depth, summarize them at the end of your talk, and emphasize any conclusions hat they lead to.

D. For example, a speaker who's addressing a Parent-Teacher Association should avoid the statistical and psychological jargon of advanced educational researchers. By the same token, she should not indulge in teenage slang. Any speaker worth her salt will analyze her audience first and adapt her language accordingly.

E. The surest way for you to damage your credibility is to spew forth misinformation or outdated information. How many times have you seen a story, a name, an important fact, or a charge against someone retracted in newspapers? Unfortunately, the damage was done when the misinformation first appeared in print. Such unwarranted embarrassment and mental anguish could have been avoided ff someone had taken the t

Overview This homework is purported to set up a writing workshop to help you finish the second essay of the semester. You need to upload your draft online before Dec. 9 when the peer review starts. By Saturday, you will have received feedbacks from your classmates, so you can work on your draft on the weekend. The final revised paper is due in class on Monday, Dec. 15. Requirement　 The major assignment is to write a 750-word expository essay on a topic at your own choice. You should follow the basic 5-paragraph structure of the English essay, which is composed of 1) an introduction, 2) 2~ 4 body paragraphs, and 3) a conclusion. The introductory paragraph should end with a thesis statement that clearly presents the topic of the essay. You should explore, explain and clarify the thesis through a focused, detailed, and purposeful exposition. A standard body paragraph is supposed to last 150~250 words. Peer Review Workshop Each of you will have to read and grade at least FIVE drafts from any others randomly assigned to your account. You are supposed to evaluate the draft and give some suggestions for the revision. If you do not fulfill the grading of five draft, your own grade will be reduced by 50%.

Overview This homework is purported to set up a writing workshop to help you finish the three writing assignment of the semester. The major assignment is to write a 700-word expository or argumentative essay on the passage of "Chinese or Western, It's Time to Relax" from Unit 8, New Standard College English III. You can choose to support the opinion of the original passage or argue from a different view. You need to upload your first draft online before Dec. 29 before the peer review starts. By the following week of peer review workshop, you will have to read and grade SIX papers. The workshop ends on Monday, Jan. 5 in the coming new year. Then, you will receive feedbacks from your classmates and work on a further revision. The final revision is due in class on Jan. 12. Requirement You should follow the basic 5-paragraph structure of the English essay, which is composed of 1) an introduction, 2) 2~ 4 body paragraphs, and 3) a conclusion. The introductory paragraph should end with a thesis statement that clearly presents the topic of the essay. You should explore, explain and clarify the thesis through a focused, detailed, and purposeful exposition. A standard body paragraph is supposed to last 150~250 words. Peer Review Workshop Each of you will have to read and grade at least FIVE drafts from any others randomly assigned to your account. You are supposed to evaluate the draft and give some suggestions for the revision. If you do not fulfill the grading of five draft, your own grade will be reduced by 50%.

The $11 billion self-help industry is built on the idea that you should turn negative thoughts like "I never do anything right" into positive ones like "I can succeed." But was positive thinking advocate Norman Vincent Peale right? Is there power in positive thinking?

Researchers in Canada just published a study in the journal Psychological Science that says trying to get people to think more positively can actually have the opposite effect: it can simply highlight how unhappy they are.

The study's authors, Joanne Wood and John Lee of the University of Waterloo and Elaine Perunovic of the University of New Brunswick, begin by citing older research showing that when people get feedback which they believe is overly positive, they actually feel worse, not better. If you tell your dim friend that he has the potential of an Einstein, you're just underlining his faults. In one 1990s experiment, a team including psychologist Joel Cooper of Princeton asked participants to write essays opposing funding for the disabled. When the essayists were later praised for their sympathy, they felt even worse about what they had written.

In this experiment, Wood, Lee and Perunovic measured 68 students' self-esteem. The participants were then asked to write down their thoughts and feelings for four minutes. Every 15 seconds, one group of students heard a bell. When it rang, they were supposed to tell themselves, "I am lovable."

Those with low self-esteem didn't feel better after the forced self-affirmation. In fact, their moods turned significantly darker than those of members of the control group, who weren't urged to think positive thoughts.

The paper provides support for newer forms of psychotherapy (心理治疗) that urge people to accept their negative thoughts and feelings rather than fight them. In the fighting, we not only often fail but can make things worse. Meditation (静思) techniques, in contrast, can teach people to put their shortcomings into a larger, more realistic perspective. Call it the power of negative thinking.

注意：此部分试题请在答题卡2 上作答。

What do we learn from the first paragraph about the self-help industry?

A．It is a highly profitable industry.

B．It is based on the concept of positive thinking.

C．It was established by Norman Vincent Peale.

D．It has yielded positive results.

The 811 billion self-help industry is built on the idea that you should turn negative thoughts like "I never do anything right" into positive ones like "I can succeed." But was positive thinking advocate Norman, Vincent Peale right? Is there power in positive thinking?

Researchers in Canada just published a study in the journal Psychological Science that says trying to get people to think more positively can actually have the opposite effect: it can simply highlight how unhappy they are.

The study's authors, Joanne Wood and John Lee of the University of Waterloo and Elaine Perunovic of the University of New Brunswick, begin by citing older research showing that when people get feedback which they believe is overly positive, they actually feel worse, not better. If you tell your dim friend that he has the potential of an Einstein, you're just underlining his faults. In one 1990s experiment, a team including psychologist Joel Cooper of Princeton asked participants to write essays opposing funding for the disabled. When the essayists were later praised for their sympathy, they felt even worse about what they had written.

In this experiment, Wood, Lee and Perunovic measured 68 students' self-esteem. The participants were then asked to write down their thoughts and feelings for four minutes. Every 15 seconds, one group of students heard a bell. When it rang, they were supposed to tell themselves, "I am lovable."

Those with low self-esteem didn't feel better after the forced self-affirmation. In fact, their moods turned significantly darker than those of members of the control group, who weren't urged to think positive thoughts.

The paper provides support for newer forms for psychotherapy (心理治疗) that urge people to accept their negative thoughts and feelings rather than fight them. In the fighting, we not only often fail but can make things worse. Meditation (静思) techniques, in contrast, can teach people to put their shortcomings into a larger, more realistic perspective. Call it the power of negative thinking.

What do we learn from the first paragraph about the self-help industry?

A．It is a highly profitable industry.

B．It is based on the concept of positive thinking.

C．It was established by Norman Vincent Peale.

D．It has yielded positive results.